ServiceNow Performance Analytics: Creating Advanced Dashboards and Reports

ServiceNow Performance Analytics (PA) is a powerful tool for monitoring and analyzing the performance of business processes. It enables the creation of advanced dashboards and reports that provide key insights into organizational efficiency. With PA, managers and analysts can make more informed decisions, identify areas for improvement, and track progress towards strategic goals. In this article, we will discuss how to create advanced dashboards and reports in ServiceNow Performance Analytics.

Introduction to ServiceNow Performance Analytics

ServiceNow Performance Analytics is a data analysis tool that integrates with various modules of the ServiceNow platform, such as IT Service Management (ITSM), Customer Service Management (CSM), Human Resources (HR), and many others. It allows for the collection, analysis, and visualization of data in real time, enabling the tracking of key performance indicators (KPIs) and long-term trends.

Creating Dashboards in ServiceNow Performance Analytics

1. Defining Goals and Key Performance Indicators (KPIs)

The first step in creating a dashboard is to define business goals and related KPIs. KPIs should be measurable, relevant, and reflective of the organization's strategic objectives. Examples of KPIs include incident resolution time, customer satisfaction, order fulfillment time, etc.

2. Configuring Data Sources

ServiceNow PA allows integration with various data sources within the platform. It is essential to configure data sources accurately to ensure that dashboards reflect current and accurate information. In ServiceNow, data sources can be configured through the user interface by selecting the appropriate tables and fields.

3. Creating Widgets

Widgets are the basic building blocks of a dashboard. ServiceNow PA offers various types of widgets, such as bar charts, pie charts, line charts, counters, tables, etc. The choice of widgets depends on the type of data and user preferences. When creating widgets, it's important to:

• Choose the appropriate type of widget for the data
• Configure filters so the widget displays only relevant information
• Set regular updates to ensure data is always current

4. Designing and Customizing the Dashboard

Once the widgets are configured, we can proceed with designing the dashboard. It's important to ensure that the dashboard is readable and intuitive for the user. Here are some tips:

• Grouping widgets into thematic sections
• Using colors and icons to highlight key information
• Providing adequate spacing between widgets to avoid information overload
• Adding descriptions and legends to help users understand the presented data

Creating Reports in ServiceNow Performance Analytics

1. Selecting the Appropriate Data for the Report

Similar to dashboards, a crucial step in creating reports is selecting the appropriate data. Reports can be created based on the same data sources as dashboards but often require more detailed analysis.

2. Configuring Filters and Criteria

Reports should include only data that is relevant to the audience. Therefore, it's important to configure appropriate filters and criteria to extract the information of interest. We can use time filters, conditions related to specific field values, etc.

3. Choosing the Report Format

ServiceNow PA allows exporting reports in various formats, such as PDF, Excel, or HTML. The choice of format depends on the audience's preferences and the report's purpose. For example, PDF reports might be convenient for printing and presenting, while Excel reports might be useful for further analysis and data processing.

4. Automating and Scheduling Reports

ServiceNow PA enables the automation and scheduling of report generation. This way, we can regularly receive updated reports without the need for manual creation. Automation saves time and ensures that all interested parties have access to the latest data.

Conclusion

ServiceNow Performance Analytics is a powerful tool that enables organizations to monitor and analyze the performance of business processes. By creating advanced dashboards and reports, PA provides real-time key insights that support more informed decision-making. To fully leverage this tool's potential, it's worth investing time in accurately defining KPIs, configuring data sources, and designing intuitive and readable dashboards and reports.