ServiceNow Performance Analytics Certified (PAC)

The Performance Analytics Certified (PAC) certification validates your ability to design, build, and manage analytics dashboards and KPI reporting on the ServiceNow platform. It covers indicator creation, data collection, breakdown definitions, and widget configuration. PAC holders help organisations measure and continuously improve service delivery performance.

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What is the PAC Course?

Who Should Take This Course?

ServiceNow Administrators responsible for reporting
Business Analysts designing KPI frameworks
IT Service Managers monitoring operational performance
Process Owners tracking CSI (Continual Service Improvement)
Data Analysts working with ServiceNow data
Consultants delivering analytics and reporting solutions

What You Will Learn in the PAC Course

A comprehensive curriculum covering all exam objectives with hands-on labs and real-world practice.

Performance Analytics Foundations

Understand the Performance Analytics application and its core components.

PA vs Reports: when to use each
Scores, indicators, and targets overview
Data collection jobs and frequency
PA licensing and activation

Indicators and Scores

Automated vs manual indicator sources
Formula indicators and aggregations
Breakdown sources and element mapping
Indicator groups and hierarchies

Dashboards and Widgets

Dashboard creation and layout design
Visualisation types: trend, histogram, dial
Widget configuration and drilldown
Sharing and embedding dashboards

Breakdowns and Dimensions

Defining breakdown sources
Multi-level breakdown hierarchies
Snapshot breakdowns for historical data
Relationship breakdowns for CI reporting

Data Collection and Scheduling

Collector jobs and time series data
Scheduled runs and on-demand collection
Data retention policies
Troubleshooting collection failures

Analytics Hub and Predictive Analytics

Now Intelligence and analytics centre
Predictive indicator forecasting
Anomaly detection with PA
Integration with reporting and ITSM metrics

Course Prerequisites

Pre-requisites training is free when you purchase the course from ProSupport

ServiceNow CSA certification (recommended)
Familiarity with ITSM or other ServiceNow applications
Basic understanding of KPIs and performance measurement
Completion of Performance Analytics Fundamentals training

Exam Information

Everything you need to know about the PAC certification exam.

Exam Component	Details
Exam Name	ServiceNow Performance Analytics Certified
Exam Code	PAC
Exam Type	Proctored multiple-choice exam
Total Questions	60
Passing Score	70%
Exam Duration	90 minutes
Language	English
Exam Provider	ServiceNow (Webassessor / Kryterion)
Exam Focus	ServiceNow Performance Analytics configuration and dashboard design
Exam Registration	now.com/certification via ServiceNow Learning
Retake Policy	14-day wait after failed attempt; fees apply per attempt
Certification Validity	2 years; must recertify on latest release