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Platform Analytics (PA) Advanced
- Categories:
- Service Management Service Management
- Level:
- Expert
- Code:
- QASNPAADV
- Exam:
- Not Applicable
Overview
This two-day training builds on the knowledge obtained in the Platform Analytics (PA) Fundamentals course. Attendees continue the journey of continual service improvement by learning advanced techniques for measuring process performance and creating impactful visualizations.
Prerequisites
Attendees should have completed the Welcome to ServiceNow course, the ServiceNow Administration Fundamentals course (or equivalent), the Platform Analytics (PA) Overview course, and the Platform Analytics (PA) Fundamentals course (or equivalent). Users should also have some experience with ServiceNow; advanced experience is not necessary.
A high-level overview of the Platform Analytics architecture, components, data flow, stakeholders, and deployment process is necessary to maximize the benefits of the Platform Analytics Advanced class. Users should complete the Platform Analytics (PA) Fundamentals Review, a free, self-paced, on-demand eLearning, prior to attending the advanced class, especially if they haven't been practicing the concepts in Platform Analytics (PA) Fundamentals.
What's included
Select your preferred way to learn:
What is Classroom?
Hands-on, instructor-led training delivered in a QA learning centre
In-person training in a dedicated QA learning centre. Learners benefit from expert-led sessions, collaborative activities, and structured, hands-on workshops in a distraction-free environment. If you can’t attend in person, many classroom courses are also available to attend remotely.
Classroom sessions can be arranged on request. Please contact your account manager to discuss availability in your region
Best for: Individuals and teams who benefit from deep focus, direct interaction, and practical, hands-on learning.
What's included?
2 Days instructor led course
Exam: Not Applicable
6 month free access to QA learning platform
Free 6-Month Access: Learning Platform Discovery plan
Included FREE with every instructor‑led course
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What is bespoke training?
Custom instructor-led training designed by QA to fit your needs
Tailored programmes built around your organisation’s goals, challenges, and skill levels. Delivered in the format that suits you to maximise relevance and impact.
Best for: Organisations and teams looking to target specific business priorities and capabilities with QA subject matter expertise.
Find out more about the course:
Learning outcomes
- Understand the Platform Analytics Adoption Journey
- Build Bucket Groups to categorize many breakdown values into just a few buckets.
- Understand Scripts in Indicator Aggregates, Buckets, and Mappings
- Restrict Breakdown Element visibility with Allow List and Deny List
- Understand various types of data sources to build data visualization in Platform Analytics
- Use Spotlight to identify high-priority work
- Leverage Metrics for Metric-Based Indicators
- Configure Index Indicators and External Indicators
- Create Filters using data sources and apply them to various Visualizations
- Understand the Platform Analytics Roadmap
Course outline
Extensive hands-on exercises are included with each course module to reinforce the lecture concepts and provide practical experience. Exercises are performed in a personal dedicated training instance.
Module 1: Adoption Journey
Objectives
- Review the Platform Analytics use case and stakeholder objectives.
- Identify the three pillars of Platform Analytics: Responsive Business, Service Improvement, and Data Foundation
Lab work
- Lab 1.1.1: Analytics for Custom Applications
- Lab 1.1.2: Breakdown Data Troubleshooting (optional lab)
Module 2: Bucket Groups and Scripts
Objectives
Introduce the concept of bucket groups and the process for configuring a bucket group as a breakdown source. Discuss scripts and configure scripted breakdown mappings. Outline best practices for breakdown data growth management.
Lab work
- Lab 2.1.1: Bucket Groups and Breakdown Mapping
- Lab 2.2.1: Scripted Indicator with Scripted Breakdown Mapping
Module 3: Breakdown Security and Visibility
Objectives
Implement advanced use cases for Breakdown categorization and navigation. Configure Indicator, Breakdown, and Breakdown Element-level security options.
Lab work
- Lab 3.1.1: Breakdown Security
Module 4: Advanced Data Sources
Objectives
Create a Database View to virtually join tables. Create various Data Visualizations in Platform Analytics by using various types of data sources.
Lab work
- Lab 4.1.1: External Data Sources
- Lab 4.2.1: Database Views
Module 5: Spotlight
Objectives
Identify key Spotlight capabilities, configure Spotlight Criteria, implement Spotlight reporting, set up Spotlight for Service Monitoring, and navigate Spotlight Interactive Analysis.
Lab work
- Lab 5.1.1: Spotlight for Incident Management
Module 6: Analytics on Platform Metric
Objectives
Define Metric Definitions and Metric Instances, review the Metric Instance generation, configure Metric Instance Reporting, and build Metric-based Automated Indicators.
Lab work
- Lab 6.1.1: Metric Trending
Module 7: Advanced Formula Indicators
Objectives
Identify advanced formula use cases, master Formula Indicator techniques, and design Index Indicators.
Lab work
- Lab 7.1.1: Build Index Indicators
Module 8: Dashboards, Visualizations, and Filtering
Objectives
Build an In-Line Editor Dashboard in Platform Analytics. Add various types of elements and configure the visualizations based on the advanced indicators from the previous sections. Create single, multiple, and cascading filters using various data sources with pre-defined conditions.
Lab work
- Lab 8.1.1: Customer Success Advocate Dashboard
- Lab 8.3.1: Visualize Customer Satisfaction
- Lab 8.3.2: Dashboard Filtering
Good to know
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What our customers are saying
“Our trainer, Ray, was extremely knowledgeable and delivered his training at the perfect pace, explaining concepts to help me understand. I particularly liked how he introduced exam questions into the training schedule – this was really helpful.”
QA learner
“The course covered the core principles of ITIL 5 effectively, and the instructor explained the concepts in a way that was easy to follow. The updated AI terminology and practices were helpful for understanding how ITIL has evolved.”
QA learner
“Martin was engaging and kept the course interesting to keep everyone involved and entertained. This kind of course matter can be quite dry so it takes someone skilled to keep everyone on the hook. The breakouts were quite a good addition to get everyone talking and break the day up.”
QA learner
Portfolio Director
Paul Wigzel
Service Management Portfolio Lead, QA
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