Metrics Analysis

Security Operations Metrics Analysis

Overview

This skill provides a structured approach to analyzing key security operations metrics in ServiceNow. It enables SOC managers and analysts to measure detection and response effectiveness, identify trends, and optimize resource allocation.

Key capabilities:

• Calculate Mean Time to Detect (MTTD) and Mean Time to Respond (MTTR) across incident populations
• Track incident volume trends by category, priority, and time period
• Measure false positive rates and their impact on analyst productivity
• Analyze analyst workload distribution and identify bottlenecks
• Benchmark current performance against historical baselines and industry targets
• Generate metrics dashboards and reports for management review

When to use: During periodic SOC performance reviews (weekly, monthly, quarterly), management reporting, capacity planning, or when optimizing detection and response processes.

Prerequisites

• Roles: sn_si.manager, sn_si.admin, report_admin
• Access: Read access to sn_si_incident, sn_si_task, sn_ti_observable, sys_audit tables; access to Aggregate API
• Plugins: Security Incident Response (sn_si), Performance Analytics (optional but recommended)
• Data: Sufficient incident history (minimum 30 days recommended for trend analysis)

Procedure

Step 1: Calculate Incident Volume by Period

Query incident counts by time period to establish volume trends.

Using MCP:

Tool: SN-Query-Table
Parameters:
  table_name: sn_si_incident
  query: opened_atONLast 30 days@javascript:gs.daysAgoStart(30)@javascript:gs.daysAgoEnd(0)
  fields: sys_id,number,category,subcategory,priority,state,opened_at,resolved_at,closed_at,close_code,assignment_group
  limit: 1000

Using REST (Aggregate API for counts):

GET /api/now/stats/sn_si_incident?sysparm_query=opened_atONLast 30 days@javascript:gs.daysAgoStart(30)@javascript:gs.daysAgoEnd(0)&sysparm_count=true&sysparm_group_by=category

GET /api/now/stats/sn_si_incident?sysparm_query=opened_atONLast 30 days@javascript:gs.daysAgoStart(30)@javascript:gs.daysAgoEnd(0)&sysparm_count=true&sysparm_group_by=priority

Step 2: Calculate Mean Time to Detect (MTTD)

MTTD measures the elapsed time between when a threat first appears and when it is detected. Use observable first_seen timestamps compared to incident opened_at.

Using MCP:

Tool: SN-Execute-Background-Script
Parameters:
  script: |
    var gr = new GlideRecord('sn_si_incident');
    gr.addQuery('opened_at', '>=', gs.daysAgo(30));
    gr.addQuery('state', 'IN', '6,7'); // resolved or closed
    gr.query();
    var totalDetectTime = 0;
    var count = 0;
    while (gr.next()) {
      var obs = new GlideRecord('sn_ti_observable');
      obs.addQuery('security_incident', gr.sys_id);
      obs.orderBy('first_seen');
      obs.setLimit(1);
      obs.query();
      if (obs.next() && obs.first_seen) {
        var firstSeen = new GlideDateTime(obs.first_seen);
        var opened = new GlideDateTime(gr.opened_at);
        var diff = GlideDateTime.subtract(firstSeen, opened);
        totalDetectTime += diff.getNumericValue();
        count++;
      }
    }
    var avgMs = count > 0 ? totalDetectTime / count : 0;
    var avgHours = (avgMs / 3600000).toFixed(2);
    gs.info('MTTD: ' + avgHours + ' hours (based on ' + count + ' incidents)');

Using REST (manual calculation):

GET /api/now/table/sn_si_incident?sysparm_query=opened_atONLast 30 days@javascript:gs.daysAgoStart(30)@javascript:gs.daysAgoEnd(0)^stateIN6,7&sysparm_fields=sys_id,number,opened_at,resolved_at&sysparm_limit=500

# For each incident, query earliest observable:
GET /api/now/table/sn_ti_observable?sysparm_query=security_incident=[SYS_ID]^ORDERBYfirst_seen&sysparm_fields=first_seen&sysparm_limit=1

Step 3: Calculate Mean Time to Respond (MTTR)

MTTR measures elapsed time from incident creation to resolution.

Using MCP:

Tool: SN-Execute-Background-Script
Parameters:
  script: |
    var gr = new GlideRecord('sn_si_incident');
    gr.addQuery('opened_at', '>=', gs.daysAgo(30));
    gr.addQuery('resolved_at', '!=', '');
    gr.query();
    var totalResponseTime = 0;
    var count = 0;
    while (gr.next()) {
      var opened = new GlideDateTime(gr.opened_at);
      var resolved = new GlideDateTime(gr.resolved_at);
      var diff = GlideDateTime.subtract(opened, resolved);
      totalResponseTime += diff.getNumericValue();
      count++;
    }
    var avgMs = count > 0 ? totalResponseTime / count : 0;
    var avgHours = (avgMs / 3600000).toFixed(2);
    gs.info('MTTR: ' + avgHours + ' hours (based on ' + count + ' incidents)');

Using REST (Aggregate API):

GET /api/now/stats/sn_si_incident?sysparm_query=opened_atONLast 30 days@javascript:gs.daysAgoStart(30)@javascript:gs.daysAgoEnd(0)^resolved_atISNOTEMPTY&sysparm_avg_fields=business_duration&sysparm_count=true

Step 4: Measure False Positive Rate

Calculate the percentage of incidents closed as false positives or non-incidents.

Using MCP:

Tool: SN-Query-Table
Parameters:
  table_name: sn_si_incident
  query: closed_atONLast 30 days@javascript:gs.daysAgoStart(30)@javascript:gs.daysAgoEnd(0)^close_code=false_positive
  fields: sys_id,number,category,subcategory,assignment_group,closed_at
  limit: 500

Tool: SN-Query-Table
Parameters:
  table_name: sn_si_incident
  query: closed_atONLast 30 days@javascript:gs.daysAgoStart(30)@javascript:gs.daysAgoEnd(0)
  fields: sys_id
  limit: 1

Using REST:

# Total closed incidents
GET /api/now/stats/sn_si_incident?sysparm_query=closed_atONLast 30 days@javascript:gs.daysAgoStart(30)@javascript:gs.daysAgoEnd(0)&sysparm_count=true

# False positives
GET /api/now/stats/sn_si_incident?sysparm_query=closed_atONLast 30 days@javascript:gs.daysAgoStart(30)@javascript:gs.daysAgoEnd(0)^close_code=false_positive&sysparm_count=true

Step 5: Analyze Analyst Workload Distribution

Measure incident distribution across analysts and assignment groups.

Using MCP:

Tool: SN-Query-Table
Parameters:
  table_name: sn_si_incident
  query: opened_atONLast 30 days@javascript:gs.daysAgoStart(30)@javascript:gs.daysAgoEnd(0)^assigned_toISNOTEMPTY
  fields: assigned_to,assignment_group,priority,state
  limit: 1000

Using REST (Aggregate API):

GET /api/now/stats/sn_si_incident?sysparm_query=opened_atONLast 30 days@javascript:gs.daysAgoStart(30)@javascript:gs.daysAgoEnd(0)^assigned_toISNOTEMPTY&sysparm_count=true&sysparm_group_by=assigned_to

GET /api/now/stats/sn_si_incident?sysparm_query=opened_atONLast 30 days@javascript:gs.daysAgoStart(30)@javascript:gs.daysAgoEnd(0)&sysparm_count=true&sysparm_group_by=assignment_group

Step 6: Track Incident Category Trends

Identify shifts in attack types over time by comparing category distributions.

Using MCP:

Tool: SN-Query-Table
Parameters:
  table_name: sn_si_incident
  query: opened_atONLast 90 days@javascript:gs.daysAgoStart(90)@javascript:gs.daysAgoEnd(0)
  fields: sys_id,category,subcategory,priority,opened_at
  limit: 2000

Using REST:

# Current month
GET /api/now/stats/sn_si_incident?sysparm_query=opened_atONLast 30 days@javascript:gs.daysAgoStart(30)@javascript:gs.daysAgoEnd(0)&sysparm_count=true&sysparm_group_by=category

# Previous month
GET /api/now/stats/sn_si_incident?sysparm_query=opened_atBETWEENjavascript:gs.daysAgoStart(60)@javascript:gs.daysAgoEnd(30)&sysparm_count=true&sysparm_group_by=category

Step 7: Measure Task Completion Efficiency

Analyze how quickly security incident tasks are completed.

Using MCP:

Tool: SN-Query-Table
Parameters:
  table_name: sn_si_task
  query: closed_atONLast 30 days@javascript:gs.daysAgoStart(30)@javascript:gs.daysAgoEnd(0)
  fields: sys_id,number,short_description,state,priority,assigned_to,opened_at,closed_at,work_duration
  limit: 500

Using REST:

GET /api/now/stats/sn_si_task?sysparm_query=closed_atONLast 30 days@javascript:gs.daysAgoStart(30)@javascript:gs.daysAgoEnd(0)&sysparm_avg_fields=work_duration&sysparm_count=true&sysparm_group_by=priority

Step 8: Compile Metrics Report

Generate a comprehensive metrics summary.

=== SECURITY OPERATIONS METRICS REPORT ===
Period: 2026-02-19 to 2026-03-19 (30 days)
Generated: 2026-03-19

VOLUME METRICS:
Total Incidents: 156 (prev period: 142, +9.8%)
  - Critical/P1: 4 (2.6%)
  - High/P2: 18 (11.5%)
  - Medium/P3: 67 (42.9%)
  - Low/P4: 67 (42.9%)

By Category:
  - Phishing: 52 (33.3%) ↑ from 28.2%
  - Malware: 28 (17.9%) ↓ from 22.5%
  - Unauthorized Access: 24 (15.4%) → stable
  - Data Loss: 12 (7.7%) → stable
  - Vulnerability Exploit: 18 (11.5%) ↑ from 8.5%
  - Other: 22 (14.1%)

RESPONSE METRICS:
Mean Time to Detect (MTTD): 4.2 hours (target: <2h, prev: 5.1h)
Mean Time to Respond (MTTR): 18.6 hours (target: <24h, prev: 22.3h)
Mean Time to Contain (MTTC): 2.8 hours (target: <4h, prev: 3.5h)

QUALITY METRICS:
False Positive Rate: 23.1% (target: <20%, prev: 25.6%)
Reopened Incidents: 3 (1.9%)
Escalation Rate: 14.1%

WORKLOAD DISTRIBUTION:
| Analyst | Incidents | Avg Resolution | Utilization |
|---------|-----------|----------------|-------------|
| T. Williams | 32 | 14.2h | 85% |
| K. Chen | 28 | 16.8h | 78% |
| A. Johnson | 31 | 19.1h | 82% |
| M. Davis | 25 | 21.5h | 70% |
| L. Park | 22 | 15.3h | 65% |
| Unassigned | 18 | N/A | - |

KEY OBSERVATIONS:
1. MTTD improved 18% but still above 2-hour target
2. Phishing volume increasing - consider enhanced email filtering
3. False positive rate improving but above 20% threshold
4. Workload imbalance: T. Williams carrying 20% of all incidents
5. 18 unassigned incidents need immediate attention

RECOMMENDATIONS:
1. Tune phishing detection rules to reduce false positives
2. Rebalance workload: redistribute from T. Williams to L. Park
3. Investigate MTTD gap: review SIEM alert correlation rules
4. Staff augmentation may be needed if volume trend continues

Tool Usage

Best Practices

• Establish baselines before setting targets; use 90 days of historical data minimum
• Segment metrics by priority since P1 and P4 incidents have vastly different acceptable response times
• Track trends over time rather than focusing on single-period snapshots
• Automate data collection using scheduled background scripts or Performance Analytics indicators
• Exclude outliers when calculating averages; a single month-long incident can skew MTTR significantly
• Report false positive rates by source to identify which detection rules need tuning
• Align metrics with business outcomes by connecting MTTD/MTTR to business impact duration
• Review workload distribution monthly to prevent analyst burnout and ensure equitable assignment

Troubleshooting

MTTD Calculation Returns Zero

Cause: No observables with first_seen timestamps are linked to incidents, or the timestamp predates the incident. Solution: Verify that threat intelligence integrations are populating first_seen on observables. If first_seen is after opened_at, MTTD may be negative; use the incident opened_at as the detection time in those cases.

Aggregate API Returns Unexpected Counts

Cause: Encoded queries may not match the expected date ranges, or display values differ from stored values. Solution: Test the query in the ServiceNow UI list filter first. Ensure date formats match the instance timezone.

Workload Metrics Show All Incidents as Unassigned

Cause: The assigned_to field may be cleared when incidents are resolved or closed. Solution: Use sys_audit to find the last assigned analyst before closure, or query the assigned_to field with sysparm_display_value=true to get display names.

Metrics Differ from Performance Analytics

Cause: PA indicators may use different data collection schedules, filters, or calculation methods. Solution: Align your query filters with the PA indicator definitions. Check PA data collection job schedules and ensure they have run recently.

Examples

Example 1: Monthly SOC Performance Report

1. Calculate 30-day incident volume: 156 total across all categories
2. Compute MTTD (4.2h), MTTR (18.6h), and MTTC (2.8h)
3. Determine false positive rate: 36 false positives out of 156 total (23.1%)
4. Analyze workload across 5 analysts and identify imbalance
5. Compare all metrics against previous period and targets
6. Generate report with trend arrows and recommendations

Example 2: Quarterly Executive Dashboard

1. Pull 90-day incident data segmented by month for trend charts
2. Calculate month-over-month MTTD improvement: 6.3h → 5.1h → 4.2h
3. Identify top 3 categories driving volume increase
4. Benchmark MTTR against industry average (24h for mid-size organizations)
5. Project staffing needs based on volume trend (+9.8%/month)
6. Present findings with recommended budget for additional analyst headcount

Related Skills

• secops/correlation-insights - Measure correlation effectiveness as a detection metric
• secops/incident-summarization - Include metrics context in incident summaries
• secops/post-incident-analysis - Use PIR data to improve detection metrics
• secops/shift-handover - Include shift-level metrics in handover reports
• reporting/trend-analysis - General ServiceNow trend analysis techniques