Extension Definition

SERVICENOW® EXTENSION

Optimize IT service delivery by predicting issues, reducing burnout, and improving resolution time.

Table of Contents
Analyses and Business Questions
Metrics
Dimensions
Concepts
Internal ComparisonsThis application does not include additional Internal Comparisons
What If and Planning ModelsThis application does not include additional What If and Planning Models
Subjects
Events
OverlaysThis application does not include additional Overlays
Visier Blueprint Version

Tenant Version

Core Blueprint V1.30.31

Last Updated

June 24, 2025

Analyses and Business Questions

An analysis is a document that describes a collection of analytical content to analyze and understand a particular use case. While you can generate your own Analysis, each Visier application is delivered with a set of standard analyses.

Display NameDescriptionBusiness Questions
Learn About Support Case MetricsLearn about the different types of support case metrics available in the ServiceNow® Extension.

Overview

Data Pattern

Data Model

Open Support Cases

Support Cases Closed in Period

Aged Support Cases

Escalated Support Cases

Average Support Case Survey Response Score

Support Case - ValidationValidate the support cases that support agents are working on.

Before You Start

Overview

Validate Total Support Cases

Validate Open Support Cases

Validate Average Support Case Survey Response Score

What is the state of the support case backlog?Review how much work is in the support case backlog.

Metrics

A metric is a value that is computed from the Subject and Events for a particular group of entities in a particular time frame. An example of a metric is "Turnover Rate."

Display NameDescription
Aged Support CasesThe total number of open support cases that are older than the specified age threshold at the end of the period.
Aged Support Cases Closed in PeriodThe total number of support cases older than the specified age threshold that were closed during the period.
Aged Support Cases RatioThe percentage of open support cases that are older than the specified age threshold at the end of the period.
Average Open Support Cases AgeThe average age of all open support cases at the end of the period.
Average Support Case Survey Response ScoreThe average overall score for support case surveys completed during the period.
Employees with Open Support CasesThe total number of active employees who are assigned to at least one open support case at the end of the period.
Escalated Support CasesThe total number of support cases that were escalated to the next level of support during the period.
Escalated Support Cases RatioThe percentage of support cases that were escalated to the next level of support during the period.
New Support CasesThe total number of new cases that were created during the period.
Open Support CasesThe total number of support cases that are open at the end of the period.
Open Support Cases per AgentThe average number of open support cases per support agent at the end of the period
Support Cases Closed in PeriodThe total number of support cases that were closed during the period.
Total Support CasesThe total number of support cases at the end of the period.

Dimensions

A dimension is created from a concept or property and contains all the potential values. It is then used to allow filtering and grouping of the content. Dimensions can be hierarchical. An example of a dimension is "Generation" which groups employees by the year of their birth.

Display NameDescription
Support Case CategoryThe category of the support case.
Support Case ImpactThe impact of the support case (e.g., Extensive or Significant).
Support Case PriorityThe priority of the support case (e.g., Critical or Low).
Support Case StatusThe status of the support case (e.g., Awaiting Change or Closed).
Support Case Survey QuestionA question from a support case survey.
Support Case Survey Text ResponseA text response from a support case.

Concepts

Visier employs a large range of analytical concepts, these define expected and desired analytical objects. Each concept allows configuration so that the concept can be employed by you. An example of a concept is "Involuntary Turnover" which allows you to define the types of turnover that are to be considered as involuntary.

Display NameDescription
Closed Support CaseA support case that is closed.
Customer Support AgentAn employee who is a support agent.
Escalated Support CaseA support case that is escalated.
On Hold Support CaseA support case that is on hold.

Subjects

Subjects are entities that evolve and change. They have properties and changes to those properties are captured over time. An example of a subject is "Employee."

Display NameDescription
EmployeeCurrent employees of the organization.
Support CaseA support case.
Support Case AssigneeThe intermediate subject containing information about employee assigned support cases.

Events

Events are records that occur at a specific point in time and do not change after they have occurred. An example of an event is an interview.

Display NameDescription
Support Case SurveyA survey of a customer's experience of the support case process.