Advanced Performance Analytics CAS-PA Exam Prep ALL SOLUTION 2023/24 EDITION GUARANTEED GRADE A+

Indicator An object which defines a specific measurement you can count or calculate to assess the process performance Breakdown A grouping of indicators scores by a qualitative attribute such as priority, category, or an assignee Widget The presentation of the indicators score formatted as a single summary value, a historical trend, or using one of many other visualization types. Dashboard A canvas containing multiple widgets that together describe a process or a service and target a specific audience. Collection Job Defines the indicators to collect, when to collect them and for what period of time to generate metric data Automated indicators Automatically collect scores using scheduled data collection jobs Manual indicators Scores are entered manually or imported from a third-party source Formula indicators Formula indicators use data from other indicators to calculate new metrics. The score of a formula indicator is calculated from a mathematical statement that includes data from one or more other indicators. Analytics Hub/KPI Details An exploratory view of indicators, used for more detailed analysis. It lets you see trends, predictions, breakdowns, and associated records for a specific indicator. Set on the indicator record whether that indicator is to be included in the Analytics Hub . Targets Goals your organization wants to achieve, operationalized as indicator scores. Targets enable you to visualize the difference between the desired score at a certain date and the actual score of an indicator. Thresholds Define a normal range of scores for an indicator and alert you when certain events occur, such as when a score reaches an all-time high or low. Breakdown mappings Defines the relationship between the indicator fact table and the breakdown source. Breakdown sources Specify which unique values, called breakdown elements, a breakdown contains and are created by pa_admins and pa_power_users.. A breakdown source is defined as a set of records from a table or database view or as a bucket group. Multiple breakdowns can use the same breakdown source. Bucket groups Used to recategorize data so it can be used as a breakdown, for example by grouping a range of values into discrete buckets. Indicator sources Data sets consisting of filtered records from one table or database view. An indicator source configuration specifies a table, such as Incident [incident], conditions for filtering records from that table, and a frequency that you base on the conditions. Scripted breakdown A breakdown that uses a script to query the indicator source as its breakdown mapping. Snapshots Lists of records (sys_ids) that are collected at the time that the scores for those records are collected. A snapshot is made only for automated indicators with Collect records selected. Admin Console From a single console, administrators can manage Performance Analytics and Reporting Solution content, manage Performance Analytics widgets and dashboards, diagnose and resolve errors, view usage analytics, modify configuration settings and access ServiceNow help. Users with the admin or pa_admin roles can navigate to Performance Analytics Admin Console. Historical data collection job Collect scores and snapshots for existing records. When collecting data for the first time, such as for a new indicator, run historical data collection once to generate scores and snapshots for existing records. Role required: pa_data_collector or admin pa_admin A performance analytics administration can create new indicators, formulas. thresholds, and targets. These users can also add breakdowns, apply aggregates, create and edit dashboards, and change systems configuration files, such as colors and layouts. pa_power_user A power user can do the same as an admin. except for changing the system config. files and alter the data collection jobs. Typically a power user creates dashboards, rolls out new formula-based indicators, and requests modifications to the data collection layer pa_contributor A contributor can add and edit scores of indicators. Contributors are often assigned to maintain manual indicators. pa_data_collector A data collector can create and edit data collection jobs and events, and view job logs. Data collectors can also define and edit indicators sources, breakdowns sources, bucket groups, and scripts. pa_viewer A viewer has view-only access to one or more dashboards based on assigned rights. Viewers can also be restricted to seeing data from their department, team, or country only. Breakdown Scripts A server-side script that returns the data to sort into breakdown group buckets. Fact Table Specify the facts table and any conditions for filtering the records of that table. You can specify a database view as the facts table. Maximize-Direction If an increase in this indicator score is desired. For example, consider selecting Maximize for an indicator that shows revenue. Analytic tools and graphic elements reflect that an increase in this indicator score is good and a decrease is bad. Minimize-Direction If a decrease in this indicator score is desired. For example, consider selecting Minimize for an indicator that shows costs. Analytic tools and graphic elements reflect that a decrease in this indicator score is good and an increase is bad. Unit The unit of measurement for the score, such as number, days, or percentages. Precision The number of digits behind the decimal separator. Number format The abbreviations used for large numbers, thousands through quintillions. Key Identifies the indicator as a key indicator. Used only to filter the list of indicators in Performance Analytics Analytics Hub. Value when nil The value that is inserted as the score when no value is collected. This value applies only to the indicator score. It does not impact scores for breakdown elements. Order Number indicating the order in which indicators are displayed in the Analytics Hub . Indicators with the lowest value are displayed at the top of the list. If no values are provided in the Order field, indicators are displayed from a to z using the Name field. Performance Analytics Enables the tracking, aggregating, and visualizing of key performance indicators over time. PA Implementation Plan 1. Plan and Prepare 2. Review best practice content 3. Configure and Collect 4. Visualize and Share What role or access do users need to act on a signal to reset a baseline or dismiss a signal? Users with the admin. pa_admin. or pa_kpi_signal_admin role without being a responsible user Which of the following data update settings for single score visualisations shows the timestamp of when the score was last updated? Show score update time Which of the following are true statements about configuring pie, donut, and single score visualisations in workspaces? 1.Data labels are shown as only percentages, as values, or as both. 2. Legend percentages are shown along with values. 3. The metric label name is displayed near the metric value. What role is required to create personal targets and thresholds for users who can view an indicator on the Analytics Hub? No Role Which of the following are suggested when you type in a query on Analytics Q&A? 1. Recent search 2. Tables and columns 3. Indicators Select all statements which correctly describe the Performance Analytics application. 1. Complements ServiceNow reporting by adding trending capabilities 2. Available at no additional cost for Incident Management Select the correct list of items which may be added to a dashboard. Widgets, Reports, Interactive Filters What page in Workspaces allows you to see trends, breakdowns, and associated records for a specific indicator? KPI Details You wish to trend Incidents by Priority. Which object needs to be configured to allow for that? Breakdown Which Indicator should be excluded from a historic data collection because its data is not meaningful in a historical context? Number of open incidents not updated in last 90 days What 'related lists' are available on the formula indicator form? 1. Contributing Indicators 2. Targets 3. Breakdowns What field is frequently included in the Conditions list of an Indicator Source Date-Time Who can create Responsive Dashboards? Users with any role How do you create and associate breakdowns on the breakdown source form? By selecting the 'New' button on the 'Breakdowns' related list Select all fields which are effective breakdowns sources. 1. State 2. Last update 3. Assignment Group KPI Composer Ensures that your performance management strategy is in alignment with business goals and has support from executive sponsors. Business Goal describes what a business expects to accomplish over a set period Critical Success Factor Defines what a business needs to do to achieve the company strategy or goals. Measurement Or KPI are used to quantify the goals and priorities of an organization into tangible metrics. Library elements reusable artifacts or trees of artifacts across multiple projects. How can you reuse Measurements, Goals, and Success Criteria across projects? Add an existing Library Element. Data Definition Phase provide technical specifications and links to Performance Analytics Indicators for KPI Tree Artifacts defined during Analysis. Review Tab Summarizes configured design artifacts, PA objects to create, entity definition validation, and the resulting configuration task list. KPI Tree In this phase you collect and document PA requirements and get stakeholder buy-in. Dashboard Design In this phase you document and mock up dashboard and widget visualization requirements. Restrict to roles A list of required role(s) that the dashboard can be shared with. Dashboard Owner User who can configure, modify, share, and delete a dashboard Group and Order Used to organize and position a dashboard in a list Dashboard Tabs Used to logically group multiple widgets on a dashboard. Dashboard Access The level of access to a shared dashboard depends on the user's Role, Permissions, and Ownership status. dashboard_admin can edit and manage users, groups, and roles for any dashboard. Who can add PA widgets to dashboards shared with them? A user with the pa_admin or pa_power_user role Select the properties that can be modified on a dashboard. 1. Widget arrangement layout 2. Dashboard Background Color Breakdown Dashboards Dashboard with a breakdown source Act as filter property Maps a breakdown source to an interactive filter. Responsive dashboards Allow you to control the widget rendering, visibility, and sharing behavior to fine tune the dashboard performance and improve the user experience. Dependency Assessment Presents a tree view of Performance Analytics object relationships and dependencies. Formula Code A JavaScript statement which gets executed whenever the Formula Indicator is viewed in the Analytics Hub or in a widget. Consider the formula ( [[Number of new incidents Priority = 1 - Critical]] / [[ Number of new incidents]] ) * 100. What happens if you have no data for Number of new incidents? The formula returns null Which UI Action allows you to insert a Formula API ? Browse for a method Select the syntax which returns the Global Target for the respective time period. GlobalTarget ($ [[ Number of new incidents]], score_start) Formula Utils APIs Used to obtain additional indicators analytics and use them as formula input. You can incorporate score, gap and change information about any indicator on any date. Score Formula Method getScore() Personal Target Formula Method PersonalTarget() Global Target Formula Method GlobalTarget() Target Gap Formula Method Gap() Change and Change % Formula Method Change() and ChangePercentage() KPI Signals Notifies you when the behavior of a process changes significantly. This feature applies standard statistical Process Behavior Charts to Performance Analytics indicators. user site visitor Sessions Begins when a user enter a site and ends when they leave or after 30 minutes of inactivity Event Any site interaction such as clicks, swipes, taps, hover, etc. User Experience Analytics Provides dashboard views for monitoring usage analytics of your Next Experience web applications as well as Virtual Agent, ServiceNow mobile, and Service Portal applications. Visualize metrics and interactions to better understand the user experience, and create more intuitive journeys for your users. User Experience Analytics plugin (e) is activated by default in the Now Platform. The plugin is responsible for: 1. Checking hourly for new applications to register with the ServiceNow server. 2. Providing access to the User Experience Analytics Dashboard​. Domain Separation Enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data. Spotlight A list of all spotlighted records exceeding a threshold parameter during the most recent Spotlight Job execution. Spotlight Criteria Define how to weight records based on specific attributes. Each Spotlight criterion is associated with a Spotlight Group. Spotlight criteria can refer to an indicator or can use a direct query to the facts table. The former criteria are called indicator-based criteria and the latter are called query-based criteria. Spotlight groups A list of all Spotlight solutions that have been activated via a plugin. pa_spotlight CRUD Spotlight groups and criteria. pa_spotlight_viewer Access to the dashboards from the Analytics and Reporting Spotlight Solutions. pa_spotlight_copy_breakdown Can copy Spotlight groups to multiple elements of a breakdown. pa_spotlight_copy_domain Can copy Spotlight groups to multiple domains PA Role hierarchy Time Series Widget Presents historical movement of one or more indicators Breakdown Widget Visualizes the historical behavior of an indicator segregating the data by an attribute(breakdown element) Score Widget Summarizes the latest value of an indicator as a single score List Widget Present a scorecard-like list of the most recent score and change of multiple indicators Pivot Widget A 2-dimensional summary of the breakdown element value of an indicator Workbench widget Visualizes process behavior using one main indicator and several supporting indicators. This widget organizes the indicator data across tabs corresponding to breakdown elements. Text Widget Reveals patterns in text data fields such as notes and description. What option on the breakdown source record helps provide views into whether you need to create additional breakdowns or adjust data values? Label for unmatched What data update settings can you enable for a single score visualization to update the score in real-time? Real time update How does KPI Signals support notifications? By automated signal detection jobs Which of the following visualization types allow you to add multiple data sources of the same type in the UI Builder? 1. Time Series 2. Pie and Donuts Which of the following statements are true about creating User Experience filters? 1. Only users with the admin role can create User Experience filters. 2. For filters to work in workspaces, you must configure an event handler to apply the filters. 3. A single filter can be used across all visualizations in a workspace. What calendar type can you use to analyze scores using time periods? Custom Business Calendar What is an easy way for a responsible user to get real-time updates on the signals for a particular KPI? Receive email notifications How should an admin activate the KPI Signals? It is active by default What does anti-signal indicate in KPI Signals? Long-term stability Which of the following can be used across all the visualizations in a workspace? User Experience filter How are responsible users reminded when a signal remains unresolved? By email notification What related list in the formula indicator record is used to navigate to the indicators used in the formula or to their indicator sources? Contributing Indicators Which of the following items can you view without the pa_viewer role if the indicator and breakdown ACLs are respected? 1. KPI Details 2. Analytics Hub Which of the following styling options is NOT available with the data visualization component configuration in workspaces? Create a new visualization type with predefined styling. Which of the following can you do when you set a target for an indicator on the Analytics Hub? 1. Set the improvement as a percentage. 2. Set a review date on which to consider updating the target. 3. Set a start date in the future What condition do you use on the Elements Filter record for the 'Groups' Breakdown Source to get only groups that had an incident assigned to them? By adding 'lncident-Assignment group' to the Related List Conditions Which system property enables an administrator to allow specified user roles to select indicators as data sources from the Data Visualization Configuration panel? par_vis___select_indicator Analytics Solution Applications 1. ITSM-Incident Management KPI 2. HR-HR Manager Dashboard 3. CSM- Knowledge management dashboard, CSM Agent & Manager, and Virtual Agent Dashboard 4. SECOps- Vulnerability Management Dashboard What solutions are included in analytics solutions aka content packs? 1. Jobs needed to collect KPI statistic 2. Core visualizations and dashboards for immediate business insight. 3. Data structures to help gather statistics on process and services. Performance Analytics Stake holders 1. End-User-People who want work to be done. 2. Front-line Workers- Fulfills the work needed to be completed. 3. Service Owner- Responsible for the overall process of services. 4. Executive-Drivers of the ultimate business goal. Stakeholder Benefits 1. End-user-Transparency 2. Front-line Worker-Prioritization 3. Service Owner-Productivity 4. Executive-Oversight Stakeholder Visualization Goals 1. End-user-What is the status and quality of my requested service? 2. Front-line Worker-How can I work more efficiently to achieve targets? 3. Service Owner-How can I impact trends that affect cost and quality? 4. Executive-How are we tracking against organizational objectives? PA Data Flow 1. Business data-Daily business operations and interaction generate data and populate the application tables. 2. Collect data-Regular scheduled jobs take snapshots of the process data in application tables 3. Metric data- Indicators' scores are stored in tables. 4. KPI scores become visible in the widget after the collection completes. 5. Multiple widgets are presented in a single dashboard view enabling stakeholders to view all relevant business process information in a single place. How do you configure responsive dashboard properties to restrict which users are able to share responsive dashboards? Navigate to All System Properties Dashboard Properties. In the field labeled List of roles (comma-separated) that can share their own dashboards, enter the roles. For example, if all users with the itil, asset, and pa_admin roles can share dashboards, enter itil, asset, pa_admin. If this field is empty, users with any role can share their own dashboards. How do you add content packs in PA? 1. Navigate to the ServiceNow® Store. 2. Search for Performance Analytics Content Pack. 3. Click the application tile. You can view detailed information about the application you are installing. Note: Consider reading the Other Requirements and Dependencies sections, as applicable. 4. Click Get and enter your Now Support login credentials. 5. Click Request Install. In the Instance Name field, enter your details and click Validate Instance. In the Reason for the Instance field, enter your details and click Request. You receive an email with detailed installation instructions. Log in to the instance you want to install the Performance Analytics Content Pack on. 6. Navigate to System Applications Applications. 7. Locate the application, select it, and click Install. Breakdown Matrix Collect a matrix of two-breakdown combinations for an indicator. Excludes unnecessary or meaningless combinations of breakdowns from being collected. A limit of 2 levels of Breakdowns can be applied. Breakdown Rollups-Materialized Leverage breaking down by a list of elements, allowing you to use the same record against multiple elements. Breakdown Relations Define a navigation path for viewing breakdown scores, by moving from one breakdown element to another breakdown element. Relations can be between the elements of different breakdowns, or they can be within a hierarchical structure of elements in the same breakdown. Relations affect navigation on the analytics hub and in breakdown widgets. No limit to breakdown levels. 3 sigma rule A statical calculation describing data within 3 standard deviations usually lower process limit, average, and upper process limit. Outlier Signal Every score beyond a three standard deviation (3-sigma) upper or lower limit. Short run Signal Four consecutive scores on the same side of the central line, with three of the scores close to the upper or lower limit. "Close to the limit" is defined as outside two standard deviations Long run Signal Seven consecutive scores on the same side of the central line. That is seven scores in a row all greater than or all less than the average value. No signal Usually no signal is detected for a shorter amount of time than it takes to detect an anti-signal. In this case, the application shows a simple "No signal" message. No notifications are sent and no action is necessary. CONTINUED...