O'Reilly logo

Mastering ServiceNow - Second Edition by Martin Wood

Stay ahead with the world's most comprehensive technology and business learning platform.

With Safari, you learn the way you learn best. Get unlimited access to videos, live online training, learning paths, books, tutorials, and more.

Start Free Trial

No credit card required

Recording metrics

Metrics are a way to record information. It allows the analysis and improvement of a process by measuring statistics, based upon particular defined criteria. Most often, these are time based. One of the most common metrics is how long it takes to complete a task-from when the record was created to the moment the Active flag became false. The duration can then be averaged out and compared over time, helping answer questions such as "Are we getting quicker at completing tasks?"

Tip

Metrics provide a great alternative to creating lots of extra fields and Business Rules on a table. Of course, these can do calculations too, but what's the point in creating lots of code and fields that clutter up the table when you have a pre-built system ...

With Safari, you learn the way you learn best. Get unlimited access to videos, live online training, learning paths, books, interactive tutorials, and more.

Start Free Trial

No credit card required