Operational scans on ServiceNow

The following metrics are checked for ServiceNow instances:

Metric nameCategoryDescriptionDimensionTime resolution (*)
Active UsersUser adoptionNumber of active users (users with the active flag set to true, regardless of their login activity)N/AT + 0

Active Users per Department

User adoptionNumber of active users, per departmentDepartmentT + 0
Active Users per RoleUser adoptionNumber of active users with the roles admin, fulfiller, requesterRoleT + 0

Average Scheduled Job Time

PerformanceThe average execution time, in seconds, for all scheduled jobs in the dayN/AT + 1

Average Transaction Time

PerformanceThe average execution time, in seconds, for all transactions in the dayN/AT + 1

Avg Email Reader Scheduled Job Duration

PerformanceThe average execution time, in seconds, for the email reader scheduled job in the dayN/AT + 1

Failed import Scheduled Jobs

Error detectionThe number of failed import jobs in the dayN/AT + 1

Inactive Users

User adoptionNumber of users with the active flag set to falseN/AT + 0

Logins per day per department

User adoptionThe total number of user logins in the day, per departmentDepartmentT + 1

Logins per day per Role

User adoptionThe total number of user logins in the day, per the roles admin, fulfiller, requesterRoleT + 1

Logins per Day

User adoptionThe total number of user logins in the dayN/AT + 1

Max Email Reader Scheduled Job Duration

PerformanceThe maximum execution time, in seconds, for the email reader scheduled job in the dayN/AT + 1

Maximum Scheduled Job Time In Seconds

PerformanceThe maximum execution time, in seconds, for all scheduled jobs in the dayN/AT + 1

Maximum Transaction Time In Seconds

PerformanceThe maximum execution time, in seconds, for all transactions in the dayN/AT + 1

Never Logged Users

User adoptionThe number of active users who have never logged in (requires access to the lastlogin field on the users table)N/AT + 0

Slow Homepage Load

PerformanceThe number of times that the homepage took over 10 seconds to load in the dayN/AT + 1

Unique users logged per day per department

User adoptionThe total number of unique users which logged in in the day, per departmentDepartmentT + 1

Unique users logged per day per role

User adoptionThe total number of unique users which logged in in the day, per the roles admin, fulfiller, requesterRoleT + 1

Unique users logged per day

User adoptionThe total number of unique users which logged in in the dayN/AT + 1

Times and time zones

From a temporal dimension point of view, there are two kinds of operational metrics.

  1. Metrics which represent the state of a given value at a point in time (for instance, the number of active users)
  2. 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).