The Impact Value Management Data Collection Dashboard for IT Service Management (ITSM) gives Impact customers an automated solution for gathering standard ServiceNow value metrics, enhancing their value journey.
Sharing Metrics with ServiceNow
ServiceNow's integration gathers value metrics from customer instances on a monthly basis. Please note that integration with ServiceNow's centralized Impact instance is not available for Regulated customers (Standalone and SSP) and may necessitate granting user access for instances using the ServiceNow SNC security plugin. The Data Collection Apps will remain functional even if the integration with ServiceNow is unavailable; however, Metrics Data will need to be transferred manually in such cases.
- Prebuilt Performance Analytics Indicators: Tailored for ITSM Value Metrics
- Automatic Monthly Data Collection: Streamline value metric capture
- Seamless Integration: Automatic data transfer to ServiceNow’s centralized Impact Delivery instance. Not available for Enhanced outcome models.
This release upgrades the Data Collection App for ITSM with an expanded set of value-measurement metrics.
All existing metrics remain unchanged. No modifications have been made to current functionality. This release only adds net-new metrics that extend value-measurement capabilities across the supported products.
For the complete list of new metrics, please refer to the Supporting Document.
Enhanced Metrics
Any new metric introduced with this release is classified as an Enhanced Metric. Enhanced Metrics can be collected, and their data will be visible on the data dashboard included with the Data Collection App.
Important: Automatic data transfer of Enhanced Metrics to ServiceNow's centralized Impact Delivery Instance is not supported.
To make Enhanced Metric data available on the Impact Delivery Instance, customers must:
- Install the Impact In-Platform App, and
- Enable ServiceBridge.
Both steps are mandatory for Enhanced Metric data to appear on the Impact Delivery Instance.
To harness the power of PA indicators in this content pack, ensure these plugins and apps are installed:
- Event Management (com.glideapp.itom.snac)
Refer to the Configuration Guide
- Comprehensive step-by-step installation instructions
- Instructions for executing the automated Data Collection Jobs
- A breakdown of the Performance Analytics Indicators
- Details regarding the integration to ServiceNow Impact Instance