Operational scans on ServiceNow
The following metrics are checked for ServiceNow instances:
| Metric name | Category | Description | Dimension | Time resolution (*) |
|---|---|---|---|---|
| Active Users | User adoption | Number of active users (users with the active flag set to true, regardless of their login activity) | N/A | T + 0 |
Active Users per Department | User adoption | Number of active users, per department | Department | T + 0 |
| Active Users per Role | User adoption | Number of active users with the roles admin, fulfiller, requester | Role | T + 0 |
Average Scheduled Job Time | Performance | The average execution time, in seconds, for all scheduled jobs in the day | N/A | T + 1 |
Average Transaction Time | Performance | The average execution time, in seconds, for all transactions in the day | N/A | T + 1 |
Avg Email Reader Scheduled Job Duration | Performance | The average execution time, in seconds, for the email reader scheduled job in the day | N/A | T + 1 |
Failed import Scheduled Jobs | Error detection | The number of failed import jobs in the day | N/A | T + 1 |
Inactive Users | User adoption | Number of users with the active flag set to false | N/A | T + 0 |
Logins per day per department | User adoption | The total number of user logins in the day, per department | Department | T + 1 |
Logins per day per Role | User adoption | The total number of user logins in the day, per the roles admin, fulfiller, requester | Role | T + 1 |
Logins per Day | User adoption | The total number of user logins in the day | N/A | T + 1 |
Max Email Reader Scheduled Job Duration | Performance | The maximum execution time, in seconds, for the email reader scheduled job in the day | N/A | T + 1 |
Maximum Scheduled Job Time In Seconds | Performance | The maximum execution time, in seconds, for all scheduled jobs in the day | N/A | T + 1 |
Maximum Transaction Time In Seconds | Performance | The maximum execution time, in seconds, for all transactions in the day | N/A | T + 1 |
Never Logged Users | User adoption | The number of active users who have never logged in (requires access to the lastlogin field on the users table) | N/A | T + 0 |
Slow Homepage Load | Performance | The number of times that the homepage took over 10 seconds to load in the day | N/A | T + 1 |
Unique users logged per day per department | User adoption | The total number of unique users which logged in in the day, per department | Department | T + 1 |
Unique users logged per day per role | User adoption | The total number of unique users which logged in in the day, per the roles admin, fulfiller, requester | Role | T + 1 |
Unique users logged per day | User adoption | The total number of unique users which logged in in the day | N/A | T + 1 |
Times and time zones
From a temporal dimension point of view, there are two kinds of operational metrics.
- Metrics which represent the state of a given value at a point in time (for instance, the number of active users)
- Metrics which represent the aggregate value of a given metric for a defined time interval (typically, one day - for instance, number of logins in a day)
Metrics in the first group are captured with a T + 0 time resolution. That is, metric values for day T will be available on that same day (which will typically be the day on which the operational scan is executed). If two operational scans are executed on the same day, the value for these metrics may change, with the latest value overriding the previous one.
Metrics in the second group are captured with a T+1 time resolution. That is, metric values for day T will be available on T+1. If two operational scans are executed on the same day, the value for these metrics will not change.
Dates always refer to the time zone configured in the ServiceNow instance. Note that if there is no time zone configured in the instance (by setting the propery glide.sys.default.tz), then the dates refer to UTC time, which is how ServiceNow stores timestamp values internally (see this link for details).