ServiceNow Certified Implementation Specialist – IT Service Management — Question 172

What is an example of a Key Performance Indicator for Change management that is included with Performance Analytics, but not available in ServiceNow reporting? (Choose two.)

Answer options

• A. % Successful Changes
• B. Count of Completed Changes per Month, by Change Type
• C. % Unauthorized Changes
• D. Count of Completed Changes per Month, by Category

Correct answer: A, C

Explanation

The correct answers, A and C, represent specific Key Performance Indicators that are unique to Performance Analytics and are not available in the standard ServiceNow reporting tools. Options B and D are typical metrics that can be generated using ServiceNow reporting, thus they do not fit the criteria of the question.