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ServiceNow Platform Analytics (PA) Advanced Training

Course Outline

Platform Analytics enables the monitoring, trending, and proactive improvement of business services using Key Performance Indicators (KPIs) and metrics viewed in role-based dashboards.

This two-day training builds upon the knowledge obtained in the Platform Analytics Fundamentals course. Here you continue to build a solid analytics data foundation, model key business process indicators, build data visualization, and design compelling dashboards to help drive service delivery quality and efficiency. 

ServiceNow Platform Analytics (PA) Advanced Training Benefits

  • In this course, you will learn:

    • Review the Platform Analytics Adoption Journey
    • Get introduced to the Platform Analytics Experience using Analytics Center 
    • Build Bucket Groups to categorize many breakdown values into just a few buckets
    • Configure Scripts for Indicator Aggregates, Buckets, and Mappings 
    • Apply Data Visualization for powerful data analysis and deeper process insights
    • Build a dashboard with advanced features in Platform Analytics 
    • Set up Single, Multiple, and Cascading Filters and monitor Dashboard performance 
    • Apply Spotlight to identify high-priority work
    • Build Indicators using Platform Metrics
    • Implement advanced formula techniques and build Index Indicators 

    • Prerequisites:

      • Attendees should have completed the ServiceNow Platform Analytics (PA) Fundamentals Training course (or equivalent) and have some experience with ServiceNow; advanced experience is not necessary.
      • A high-level overview of the Platform Analytics architecture, components, data flow, stakeholders, and deployment process is required to get the most out of the Platform Analytics Advanced class. Users should complete the Platform Analytics Fundamentals Review – a self-paced, on-demand eLearning prior to attending the advanced class.

    • Certification Information

      Upon completion of this course, the candidate will be granted access to the voucher for the Certified Implementation Specialist - Platform Analytics (CIS-PA) Exam.

    ServiceNow PA Advanced Training Outline

    Learning Objectives

    Module 1: Adoption Journey

    Objectives

        • Review the Platform Analytics use case and stakeholder objectives.
        • Identify the three pillars of Platform Analytics: Responsive Business, Service Improvement, and Data Foundation

    Lab work

        • Lab 1.1.1: Analytics for Custom Applications

    Module 2: Platform Analytics Experience

    Objectives

    Introduced the Platform Analytics Experience using Analytics Center - a one-stop shop for building Visualizations and Next Experience Dashboards. Learn about the components of Analytics Center that focus on building quick and powerful visualizations using the In-Line Dashboard Editor.

    Lab work

        • Lab 2.1.1: Customer Success Advocate Dashboard

    Module 3: Bucket Groups and Scripts

    Objectives

    Introduce the concept of bucket groups and the process for configuring a bucket group as a breakdown source. Discuss scripts and configure scripted breakdown mappings. Outline best practices for breakdown data growth management.

    Lab work

        • Lab 3.1.1: Bucket Groups 
        • Lab 3.2.1: Scripted Breakdown Mapping

    Module 4: Breakdown Security 

    Objectives

    Implement advanced use cases for Breakdown categorization and navigation. Configure Indicator, Breakdown, and Breakdown Element-level security options.

    Lab work

        • Lab 4.1.1: Breakdown Security

    Module 5: Advanced Data Visualization Techniques 

    Objectives

    Build a Database View to join tables virtually. Create various Data Visualizations in Platform Analytics by using various types of data sources. Use the advanced features of Visualization Designer to build powerful data analysis and deeper process insights.

    Lab work

        • Lab 5.1.1: Database Views 
        • Lab 5.2.1: Data Sources
        • Lab 5.3.1: Visualization Configuration

    Module 6: Dashboards and Filtering  

    Objectives

    Build an In-Line Editor Dashboard in Platform Analytics. Add various types of elements and configure the dashboard. Create single, multiple, and cascading filters using various data sources with pre-defined conditions.

    Lab work

        • Lab 6.1.1: Visualize Customer Satisfaction 
        • Lab 6.2.1: Dashboard Filtering

    Module 7: Spotlight 

    Objectives

    Identify key Spotlight capabilities, configure Spotlight Criteria, implement Spotlight reporting, set up Spotlight for Service Monitoring, and navigate Spotlight Interactive Analysis.

    Lab work

        • Lab 7.1.1: Configure Spotlight for Incident Management 

    Module 8: Analytics on Platform Metric 

    Objectives

    Define Metric Definitions and Metric Instances, review the Metric Instance generation, configure Metric Instance Reporting, and build Metric-based Automated Indicators.

    Lab work

        • Lab 8.1.1: Metric Reporting and Trending

    Module 9: Advanced Formula Indicators 

    Objectives

    Identify advanced formula use cases, master Formula Indicator techniques, and design Index Indicators.

    Lab work

        • Lab 9.1.1: Build Index Indicators  
    Course Dates - North America
    Course Dates - Europe
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