At a Glance ServiceNow

Drive Continual Benchmarks

Service Improvement
Built on the robust enterprise cloud, The Challenge
ServiceNow Benchmarks provides Lack of visibility into various aspects of a service organization’s performance causes a
clear visibility into your IT service persistent challenge for organizations that want continuous service improvement. “How
management key performance are we doing?” is a common question company leadership asks their IT professionals.
indicators (KPIs) and trends, giving Do the IT professionals in your organization have the right metrics to have a good
you comparative insights relative to conversation? Or is “We’ll get back to you” the standard response?
the industry averages of your peers.
Most organizations have been unable to gain visibility into key performance indicators
(KPIs) and trends without allocating significant budget and resources for expensive
analytics. Moreover, any benchmarking effort to compare the organization’s service
Benefits performance relative to industry averages has little lasting success. This is because
Make Data-Driven Decisions traditional benchmark reports cost thousands of dollars. Based on manual surveys that
can take three to six months to publish, the reports fail to provide on-going and up-to-
View your ITSM KPIs in light of date trends and comparisons, which means that businesses need to pay consultants to
current trends. implement and interpret the findings. So far, performance reporting and benchmarking
has been an expensive undertaking with little to no results.
Identify Improvement The Solution
Opportunities ServiceNow® Benchmarks is an IT service management (ITSM) solution that paves
the way for organizations to drive continual service improvement. Built on the robust
Understand your organization’s
enterprise cloud, Benchmarks provides clear visibility into your IT service management
service performance and areas for
key performance indicators (KPIs) and trends, giving you comparative insights relative
improvement by looking at industry
to the industry averages of your peers. Organizations can understand opportunities by
averages and the performance of
contrasting actual service performance with recognized industry standards or their peer
your peer groups.
group’s service performance.
Customers can see their performance relative to global benchmarks in a side-by-side
Establish Service Leadership comparison. Additionally, benchmarking results can be filtered by industry vertical and/or
Use this data to surpass industry company size to make the results more relevant to their organization.
standards and lead the trends. With a single click, customers can see the results of all published KPIs and the previous
six months of history. Customers can use the trend data to measure and report on
service delivery progress over time. ServiceNow Benchmarks drives meaningful
conversations with full context around what is working well and where improvements
can be made.

Unlike other benchmark solutions, ServiceNow Benchmarks’ scale and global reach
is unmatched in the service management industry

servicenow.com
Benchmarks, Data Sheet

Why ServiceNow Benchmarks? What You Get Who Gets Access?

Industry’s Most Up-to-Date Instant Access to ITSM KPIs Instant Access to ITSM KPIs
Benchmarks and Trends and Trends
Get fresh monthly reports based on data With a single click, organizations can see ServiceNow® Benchmarks is available
collected on a daily basis. Traditional ITSM KPIs and the previous six months to all ServiceNow ITSM customers, by
benchmark reports fail to provide on- of historical performance making it easy simply logging into the HI portal.
going, up-to-date trends and comparisons to measure service delivery and take ServiceNow takes privacy and security
since they often rely on manual surveys. corrective action where necessary. very seriously. Users can only view the
ServiceNow data collection is automated Comparative Insights Relative to data for their organization. All other data is
and updated each month. Industry Averages aggregated, anonymized, and normalized.
Industry’s Largest Data Set Customers can identify organizational
ServiceNow’s scale and global reach is opportunities by comparing their Pricing
unmatched in the service management performance with recognized industry ServiceNow® Benchmarks is
industry. Take advantage of the industry’s standards and peer groups. Organizations complimentary for all ServiceNow
largest benchmark data set to gain have the flexibility to get insights relative customers. To have instant insight into your
immediate insights into your service to the same industry or similar-size ITSM KPIs and trends, take ServiceNow®
performance. ServiceNow Benchmarks is companies. Benchmarks for a test drive.
based on data from 12 million active users If you have questions, please contact us at
and over 8.4 billion transactions in its [email protected].
cloud each month.
Strict Data Privacy
ServiceNow Benchmark data is based
on aggregated, anonymized service
management data from businesses across
the globe. Strict data privacy is maintained
throughout the process.

Monthly ITSM KPIs relative to global averages Six-month trend relative to global for the KPI
“Average time to close a high priority incident”

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in the United States and/or other countries. Other company and product names may be trademarks of the respective companies with which they are associated.

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