Getting Started Guide

ServiceClarity allows you to create connections from multiple sources, add metrics, track KPIs and generate reports to communicate with users and audiences. Here’s a quick guide to start automating your metric reporting and measure those key business metrics. You can login to your ServiceClarity account here, Login.

  • 1. Creating Connections

    ServiceClarity integrates out-of-the-box with a broad range of cloud services including JIRA, ServiceNow®, Amazon Web Services, Pingdom and many more. Below are steps on creating a JIRA connection but can be applied across other connections.

    • Navigate to the connections page from the main menu options. From here you will see a list of your current connections and their status or be prompted to create a new connection. A new connection can be created by clicking ‘New ‘ in the top right actions bar.
    • Select JIRA & JIRA Service Desk as the Connector Type and give the system a name. You can also choose from a selection of pre-defined configurations or use the default and set your own configuration options later.
      Connect to cloud services
    • Once saved you must complete configuration by adding your JIRA URL, username and password.
      JIRA metric reporting
    • Your connection has been created so now you’re ready to start adding metrics.
  • 2. Adding Metrics

    For a full in-depth look at creating metrics and KPIs see our Working with ServiceClarity KPIs workbook.

    • New metrics can be added using the ‘Add +’ button on the Metrics header.
    • You will see any metrics linked to this connection under the Metrics header with the option to click on the metric name to view or edit its details.
      configure JIRA metrics
    • The New Metric window allows you to select a metric type and give the metric a name. A JIRA (JQL) Query can be added here or edited/added after creation.
      New JIRA metric
    • Once saved all metric configurations can be modified in the metric detail page and any metric can be converted to a KPI. JIRA metrics
  • 3. Converting to KPIs

    • New metrics can be easily converted to KPIs or added to new KPIs. When clicking ‘Convert to KPI’ a New KPI window will allow you to add a KPI name, reference, units and the chance to set red and amber warning levels.
      JIRA KPIs
    • Once saved your new KPI will be created and all details can be modified in the KPI details page. The ‘KPI Calculation Definition’ and ‘KPI Calculation Constants’ can be added and edited.
      kpi reporting
    • You will see the metric that you converted is used to calculate the KPI under ‘KPI Calculation Parameters’. You must have at least one metric or KPI in order to collect data.
    • Creating new KPIs, without converting, can be done by selecting KPIs on the main menu and ‘New ‘ in the top right actions bar. The same New KPI window will allow you to create a new KPI but it won’t start collecting data until at least one metric or KPI is added to the calculation parameters.
  • 4. Adding KPIs to Reports

    • All your new KPIs can be seen under the main menu KPIs option. You can create a new report from one or multiple KPIs by selecting add to new report. Once all your KPIs have been selected, to generate the new report select the ‘New Report’ button in the top action bar.
      Metric reporting
    • A New Report window will allow you to enter a report name and select an audience for this report. All report details can be updated and changed after creation.
      metric reporting
    • Once your new report has been created, you can add more KPIs, update reports, add new users to the report audience or add comments.
      metric reporting
    • Your full reports list can be found in the Reports option in the main menu.
  • 5. Sharing Reports

    • Click on the report name, from the Reports main menu list, to access the report detail page. From here your report can be shared publicly through a share URL or published to your report audience.
      automated Metric reporting
    • When selecting Publish the publish report window allows you to publish the report straight away to the existing audience users. You also have the option to invite new users to view the report, add comments for your audience to see and reply to, or set auto-publish to yes so your report can be automatically published on schedule.
      Automated metric reporting
    • When your report is published your audience will receive an email notification and link to view the report.
    • You can also enable the Public Share option that creates a URL for you to copy and share.
      Automated metric reporting