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Validating KPIs for the ITSM Starter Kit

For each process, the ITSM Starter Kit contains Setup & Validation views that explain how KPIs are calculated and guide configuration. The Knowledge Model serves as the single source of truth for process knowledge, KPIs, inefficiencies, and best practices.

The main process health and value opportunity use cases available in the Starter Kit include:

  • Time to Resolution

  • Multi-Hops

  • Aged Incidents

  • Response SLA Breaches

  • Resolution SLA Breaches

  • Intake Monitor

  • Process Health Monitor flags such as Stale Holds, Ping-Pong Multi-Hops, Aging Incidents, Spam Incidents, and At Risk SLAs

For each use case you want to validate, go to its tab in the Setup & Validation view and work through the calculation details provided in the configuration profile view. The Starter Kit explains how each KPI is calculated and what backend logic is used by default. You can adjust them to align with how things are done in your organization.

  1. Follow the steps in each tab to customize metric calculations and validate the data for the selected process.

  2. Review the calculation details and compare the KPI outputs with your source system data to ensure the values match business expectations.

  3. If the frontend does not populate correctly because ServiceNow columns are stored in a different format than expected, update the backend object transformations using CASE WHEN statements to reformat the values.

  4. For example, priority values may be stored as (‘1’, ‘2’, ‘3’, ‘4’) instead of (‘1 - Critical’, ‘2 - High’, ‘3 - Medium’, ‘4 - Low’), which would prevent proper frontend KPI population.

  5. Validate SLA KPIs carefully. Only SLAs labeled as “Response” or “Resolution” in the SLA object transformation are included in frontend calculations. Use the SLA validation queries to confirm the correct mappings and update custom LIKE patterns where required.

  6. Validate dynamic events using the object-centric event logs (“EL__[OBJECT]”) and ensure the “ActivityName” column is used across all ITSM content.

  7. The standard event names remain unchanged, but the Starter Kit uses the cleaned “ActivityName” field derived from dynamic event modeling. Always use the dynamic eventlogs ("EL__[OBJECT]") and the “EL__[OBJECT]”.“ActivityName” column within them.

  8. When you are confident that the use case is set up appropriately for your organization and the calculations are correct, confirm that the Process Cockpit and value opportunities populate correctly.

The Setup & Validation view is the best way to validate and adjust KPIs in the Starter Kit’s Knowledge Model. If you’ve worked through a use case there but something is still not how you want it, you can make further adjustments directly in the Knowledge Model.

If you need to update the business logic for a KPI, event naming logic, or backend transformation logic, ensure that the documentation for business users is also updated to reflect your changes.

When you’ve made changes to the KPIs and calculations, use the Publish button at the top of the screen in your Studio space to publish a new version of the Starter Kit.