Available Platform Analytics Solutions

The following Platform Analytics Solutions are available for their corresponding ServiceNow Performance Analytics entitlements. The solutions are at no extra charge, but the underlying applications require appropriate licensing.

Platform Analytics Solutions provide dashboards and underlying Performance Analytics components. These dashboards leverage Performance Analytics to create greater value for the product each Platform Analytics Solution supports.

General Performance Analytics Solutions

Activate the following Performance Analytics Solutions with any paid-for Performance Analytics entitlement.

• Configuration Management (CMDB) (com.snc.pa.cmdb)
• Guided Tours dashboard
• Knowledge Management (com.snc.pa.knowledge_v2)
• Service Desk Chat (com.snc.pa.chat)

Performance Analytics Solutions for APM

Activate the following Solutions when you have the Performance Analytics for APM entitlement.

• Application Portfolio Management and Change Management (com.snc.pa.apm.change_request)
• Application Portfolio Management and Problem Management (com.snc.pa.apm.problem)
• Financial Management (com.snc.pa.fm)
• Financial Management for Customer Service (com.snc.pa.fm.csm)
• Financial Management for Field Service Management (com.snc.pa.fm.fsm)
• Financial Management for Financial Planning (com.snc.pa.financial_planning)
• Project Portfolio Suite with Financials (com.snc.financial_planning_pmo) Starting in New York, this solution replaces the Project Portfolio Suite (com.snc.pa.ppm) Solution. It includes dashboards for Time Card Management.

Performance Analytics for Customer Service Solutions

Activate the following Solutions when you have the Performance Analytics for Customer Service entitlement.

• Change Management (com.snc.pa.change)
• Communities (com.snc.pa.communities)
• Customer Service (com.snc.pa.customer_service)
• Customer Service Management - Advanced (com.snc.pa.customer_service_advanced) Preconfigured Performance Analytics indicators and breakdowns for Customer Service Management. Has the contents of the older OOTB Customer Service Performance Analytics Solution, and also supports the following features:
  • Case Management
  • Major Issue Management
  • Customer Service Case Action Status
  • Customer Service with Request Management
  • Customer Service with Service Management
  • Agent Chat
  • Advanced Work Assignment for CSM
  • Performance Analytics - Content Pack - Advanced Work Assignment
• Field Service Management (com.snc.work_management_pa)

• Incident Management (com.snc.pa)

  Note: Incident management content is available by default with Performance Analytics in a Try out Complimentary Performance Analytics for Incident Management.

• Incident SLA (com.snc.pa.sla)

• ITSM Dashboards (com.snc.pa.itsm_dashboards)
• Major Incident Management (com.snc.pa.incident.mim)
• Problem Management (com.snc.pa.problem)

• Self-Service Analytics for Customer Service (com.snc.pa.self_service_analytics_csm)

  Note: To use Performance Analytics with Self-Service Analytics for applications other than Customer Service Management, see Self-Service Analytics.

• Virtual Agent content pack: This Platform Analytics Solution has been deprecated starting in the Quebec release. Use the Conversational Analytics Dashboard instead.

Performance Analytics for Governance, Risk, and Compliance Solutions

When you have the Performance Analytics for GRC entitlement, first activate the GRC: Performance Analytics Premium Integration plugin. Then activate the following Solutions:

• GRC: Audit Management
• GRC: Policy and Compliance Management
• GRC: Risk Management

Performance Analytics for Human Resource Management Solutions

Activate the following Solutions when you have the Performance Analytics for Human Resource Management entitlement:

• Content Analytics
• Human Resources Employee Document Management Scoped App (com.sn_hr_employee_files_pa)

• Human Resources Scoped App (com.sn_hr_pa)

  Note: The solution for the unscoped version of Human Resources, com.snc.pa.hr_core, is deprecated. If you are using the unscoped version of Human Resources and want to activate its solution plugin, contact Customer Service and Support.

• Human Resources Lifecycles Events Scoped App (com.sn_hr_lifecycle_pa)

Performance Analytics for Business Management, Financial Management, and Service Strategy Solutions

Activate the following solutions if you have an entitlement to Performance Analytics for Business Management, Performance Analytics for Financial Management, or Performance Analytics for Service Strategy:

• Essential SaFE
• Financial Management (com.snc.pa.fm)
• Financial Management for Application Portfolio Management (com.snc.pa.fm.apm)
• Financial Management for Customer Service (com.snc.pa.fm.csm)
• Financial Management for Field Service Management (com.snc.pa.fm.fsm)
• Financial Management for Financial Planning (com.snc.pa.financial_planning)
• Financial Services Operations (sn_bom_pa)
• Project Portfolio Suite with Financials (com.snc.financial_planning_pmo) Starting in New York, this solution replaces the Project Portfolio Suite (com.snc.pa.ppm) Solution. It includes dashboards for Time Card Management.

Performance Analytics for ITOM Solutions

Activate the following Solutions when you have the Performance Analytics for IT Operations Suite or Performance Analytics for IT Operations Management entitlements:

• Discovery (com.snc.pa.discovery)
• Event Management (com.snc.pa.em)
• Operational Intelligence (com.snc.sa.metric.pa.content)
• Service Mapping (com.snc.service-mapping.pa.content)

Performance Analytics for Project Portfolio Management Solutions

Activate the following Solutions when you have the Performance Analytics for Project Portfolio Management entitlement, Project Portfolio Suite with Financials (com.snc.financial_planning_pmo). Starting in New York, this solution replaces the Project Portfolio Suite (com.snc.pa.ppm) Solution. It includes dashboards for Time Card Management.

Performance Analytics for Security Incident and Vulnerability Response Solutions

Activate the following Solutions when you have the Performance Analytics for Security Incident Response entitlement:

• Security Incident Response (com.snc.security_incident.analytics - in ServiceNow Store)
• Vulnerability Response (com.snc.vulnerability.analytics - in ServiceNow Store)

Performance Analytics for Service Management Solutions

Activate the following Solutions when you have the Performance Analytics for Service Management entitlement:

• Change Management (com.snc.pa.change)

• Incident Management (com.snc.pa)

  Note: Incident management content is available by default with Performance Analytics in a Try out Complimentary Performance Analytics for Incident Management.

• Incident SLA (com.snc.pa.sla)

• ITSM Dashboards (com.snc.pa.itsm_dashboards)
• Major Incident Management (com.snc.pa.incident.mim)
• Problem Management (com.snc.pa.problem)

Performance Analytics for Software Asset Management Solutions

Activate the following Solutions when you have the Performance Analytics for Service Management entitlement, Software Asset Management Professional (com.snc.pa.samp).

Adding Self-Service Analytics widgets to a dashboard or Service Portal

If you have Self-Service Analytics activated on an instance, you can add Self-Service analytics widgets to your Performance Analytics dashboards or a Service Portal. To obtain a ready-made set of indicators and breakdowns, activate the Self-Service Analytics PA (com.snc.pa.self_service_analytics) plugin. Find the Self-Service indicators through the Performance Analytics Admin Console, then create widgets and add them to your dashboard or portal. Also activate the [SSA] Self-Service Analytics data collection job.

Note: Customer Service Management customers can install the Platform Analytics Solution for Self-Service Analytics for Customer Service. This Solution contains additional Customer Service-specific indicators and breakdowns as well as widgets and a dashboard. For more information, see Self-Service Analytics for Customer Service.

ITSM Dashboard solutions

The ITSM Dashboards plugin (com.snc.pa.itsm_dashboards) activates the following solutions, along with a set of additional dashboards:

• Change Management (com.snc.pa.change)
• Problem Management (com.snc.pa.problem)
• Incident SLA (com.snc.pa.sla)
• Major Incident Management (com.snc.pa.incident.mim)
• Fixed Costs (com.snc.fixed_costs)

Parent Topic:Platform Analytics solutions