In ServiceNow, metrics are used to track and measure the performance and efficiency of various processes, services, and tasks within the platform.

1. Metric Definition-
   • Important Fields are – Table, Fields, Script
2. Metrics Instance-
   • Important fields are – Start, End, Duration, Calculation Completed

Use Case:

1. Mean Time to Resolution (MTTR)
2. First Call Resolution Rate

For more details Information: https://youtu.be/22JE4MWtpC4