CSM Implementation Performance Management

Question 1

What can Performance Testing find out? (3)

Answer 1

• Identify bottlenecks
• Set performance benchmarks
• Track performance against targets

Question 2

What are the key points of In-Platform Analytics? (3)

Answer 2

• Real Time (to the minute information)
• Native (OOB content tuned/optimized for SNow)
• Secure (no duplicated data leaving cloud)

Question 3

Define Leading Indicators (Input oriented)? (3) (Performance Analytics-current data)

Answer 3

Hard to measure
Easy to influence (incidents or perform lead scoring)
Prospective

Question 4

Define Lagging Indicators (Output oriented)? (3) (Operational Reporting-historical data)

Answer 4

Easy to measure
Hard to influence
Retrospective

Question 5

What SKU is needed for Performance Analytics for CSM?

Answer 5

CSM Professional V4 SKU

Question 6

What feature enables you to define weighted criteria for important work and quickly identify most important tasks based on these criteria (e.g triaging incidents or performing lead scoring)?

Answer 6

CSM - Case Spotlight

Question 7

Which feature can provide a dashboard with relevant visualization to appear as a pop-up window when a user clicks the Analytics icon next to a field?

Answer 7

In-form Analytics

Question 8

What feature helps measure and track the effectiveness on self-service content through user activities on self-service portal (to enrich content and address gaps)?

Answer 8

Self-Service Analytics (for CS)Dashboard

Question 9

The feature Performance of Knowledge Management can help with what?

Answer 9

To understand the customer experience and effectiveness of how knowledge is configured

Question 10

What feature/plugin can you use to implement improvements to services, processes and functions?

Answer 10

Continual Improvement Management (CIM) with CSM (com.sn_cim plugin, paid, needs activation from ServiceNow personnel)

Question 11

What personas/roles does CIM with CSM provide? (3)

Answer 11

Improvement Requester
Improvement Manager (accepts and assign)
Improvement Coordinator (create phases and tasks)