Cohort 'Service Desk L2' has 4.2x imbalance ratio. 3 overloaded users, 5 underutilized users.
Action Redistribute work assignments to balance workload across team members.
All modules
NEXUS Productivity Analytics
Who is carrying the work, and who needs support?
Productivity scores fulfillers and developers separately, on the measures that matter for each role, and compares people with their peers. It flags uneven workloads, sustained after-hours work and licenses that are barely used.
Overall
71
Good
- 64Volume
- 78Quality
- 70Consistency
- 66Engagement
- 74Collaboration
305 usersby band
- Excellent48
- Good121
- Fair92
- Poor44
Cohorts38 groups
- Service Desk L124 members79
- Network Operations9 members76
- Change Management7 members72
What Productivity covers
Fulfillers
Built from the work your teams already record in ServiceNow, including your own custom task tables.
- Volume of work completed
- Quality: response and resolution times, SLA compliance, reopens and reassignments
- Consistency, engagement and collaboration
- A clear band for every person: excellent, good, fair or poor
Developers
Measured from the changes developers deliver and the quality of their code.
- Output across configuration, scripts and flows
- Code quality carries the most weight
- Efficiency and engagement
- Output alone doesn't earn a high score
Code review by author
Code findings are traced back to the developer who wrote them.
- Findings graded critical, warning or info
- Named developer, script and location
- Complexity per script
- Coaching that targets the person, not the whole team
Peer groups and flags
People are grouped automatically by team and role, so comparisons stay like for like.
- Top performers across the organization
- People who may need support or training
- Workload imbalance within a team
- After-hours and weekend work, in each person's own timezone
In practice
Like-for-like comparison
A service desk analyst is compared with other analysts in the same team, not with the change team.
Burnout signals
Sustained evening and weekend work is flagged, while people on non-standard schedules are left out.
Underused licenses
Fulfillers with little activity show up as candidates for training or license reallocation.
Recommended actions
Each insight carries a suggested next step, such as redistributing work or adding peer review.
Before and after
Compare two runs to see the effect of a reorganization, a new process or a tool rollout.
AI productivity summaries
Optional written summaries of team patterns and coaching points using OpenAI, Anthropic Claude or Google Gemini.
At a glance
Productivity works alongside the other modules, on the same instances, schedules and history.
- Fulfillers
- Volume, quality, consistency, engagement, collaboration
- Developers
- Output, code quality, efficiency, engagement
- Grouping
- Automatic, by team and role
- Flags
- Workload imbalance, after-hours work, low engagement
- Reports
- Web, PDF and spreadsheet export
The other four modules
Run Productivity against your instance.
Tell us about your environment. We'll set up a run on a sub-production clone so you can see what Productivity finds before you commit to anything.
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