Performance Analytics (PA) is designed to track and analyze trends over time, often using complex calculations and data from multiple snapshots. Standard ServiceNow reporting, in contrast, queries the live database to show the current state of data.

The metrics "% Successful Changes" and "% Unauthorized Changes" are classic Key Performance Indicators (KPIs) that measure process quality and compliance. They require calculations based on historical data and potentially complex logic (e.g., correlating CI updates to approved changes) that are beyond the scope of standard, real-time reporting. These are provided out-of-the-box with the Performance Analytics Content Pack for ITSM.

B. Count of Completed Changes per Month, by Change Type: This is a simple aggregation of current records, grouped by a field. This is a standard function easily created using the ServiceNow Report Designer.

D. Count of Completed Changes per Month, by Category: Similar to option B, this is a straightforward count of records based on current data, which is a core capability of standard ServiceNow reporting.

1. ServiceNow Product Documentation - Performance Analytics for Change Management: This document lists the out-of-the-box indicators available with the PA content pack for ITSM. It explicitly includes indicators for tracking unauthorized and successful changes.

Reference: ServiceNow Product Documentation > Performance Analytics and Reporting > Performance Analytics > Dashboards > ITSM PA dashboards > Change Management dashboard > Change Management dashboard indicators. The indicators Change.Successful (Percentage of successful changes) and Change.Unauthorized (Number of unauthorized changes

used to calculate the percentage) are listed as preconfigured PA indicators.

2. ServiceNow Product Documentation - Reporting vs. Performance Analytics: This documentation clarifies the distinction between the two tools. Reporting provides real-time

operational views of current data

while Performance Analytics tracks trends and KPIs over time using historical data snapshots.

Reference: ServiceNow Product Documentation > Performance Analytics and Reporting > Getting Started > Reporting and Performance Analytics > Reporting vs. Performance Analytics. This section states

"Performance Analytics is a good solution for tracking KPIs... Reporting is a good solution for... finding the current count of open incidents assigned to a particular group." This supports that simple counts (B

D) are for Reporting

while KPIs (A

C) are for PA.