Understanding Indicators in QC for ServiceNow

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Understanding Indicators in QC for ServiceNow

dashboard screenshot

Every dashboard generated by Quality Clouds comes with a header similar to the picture above. Let´s now understand what´s in each of the boxes.

The General box

It contains information of the target ServiceNow instance like the URL and the version and patch. This is useful to understand on which version we were in a particular scan date.

The Total Issues box. This is the total detected issues in the scan for the target instance, variation in % since the last scan (it will be 0% if it is the first scan), trend arrow since last scan.

The Technical Debt box

QC for ServiceNow (QCS) Technical Debt is a KPI that provides an estimate in hours of the development effort needed to solve the issues/violations detected in the platform.

It is important to understand that the absolute value of the Technical Debt KPI should be taken as a general indicator, not as a hard number which indicates with a high level of precision the effort required to bring the instance to an issue-free state.

This is due mainly to the fact that the Technical Debt indicator considers only development time. Overhead in terms of technical and architectural analysis, code reviews, testing and release management processes are not included, and these can be quite significant.

Also, depending on your business requirements two issues of the same nature (which contribute equally to the Technical Debt indicator) may take significantly different time to resolve.

Even with these caveats in mind, the evolution of the Technical Debt KPI provides reliable feedback on whether your platform is evolving towards a healthier or less healthy state.

 

 

The Quality of Cloud (QoC) box

 

QC ServiceNow (QCS) Health Indicator.  It starts with 100% quality and then it subtracts different % quantities depending on the number of issues high / medium / low, the number of SaaS releases behind the last one published by ServiceNow, the number of issues affecting the core functionality, etc.

 

More information on this one can be found in this other article.

 

 

Would you like to see other indicators? Write them down on this post and we will have a look!