KPI reference for the Content Pack for ServiceNow

The Content Pack for ServiceNow contains services for Business Applications, Change Requests, Events, and Incidents. For each service, there are KPIs used to help you monitor the health of your ServiceNow instance. All services report up to the overall ServiceNow Cloud service at the top level.

Business Applications

The Business Applications service includes the following KPIs to help you monitor your ServiceNow business applications and processes.

KPI	Description
Business Applications and Processes by Endpoint (24h)	Displays the count of business applications or processes per ServiceNow endpoint.

Change Requests

The Change Requests service includes the following KPIs to help you monitor your ServiceNow change requests.

KPI	Description
Request Approvals (1h)	Displays the count of all change requests by approval status.
Request Closed (1h)	Displays the count of all closed change requests by status.
Request Open (1h)	Displays the count of all open change requests by status.

Events

The Events service includes the following KPIs to help you monitor your ServiceNow events.

KPI	Description
Events by Node (1h)	Displays the count of events by node.
Events by Resource (1h)	Displays the count of events by resource.
Events by Severity (1h)	Displays the count of events by severity.
Events by Type (1h)	Displays the count of events by type.

Incidents

The Incidents service includes the following KPIs to help you monitor your ServiceNow incidents.

KPI	Description
Incidents All P1 [excl: Closed or Canceled]	Displays the counts of all P1 incidents excluding closed or canceled incidents.
Incidents Closed (1h)	Displays counts of all closed incidents.
Incidents New (1h)	Displays the count of all open incidents by status.
Incidents Open (1h)	Displays counts of all open incidents.