CASE STUDY 1:

📊 Reports in ServiceNow

🌐 1. What are Reports in ServiceNow?

Reports in ServiceNow allow you to visualize, analyze, and share data stored within the platform. Reports provide insights into business processes, performance metrics, and operational data, helping stakeholders make data-driven decisions.

⚙️ 2. Types of Reports

1. List Reports

   • Display data in tabular form.

   • Example: List of open incidents, change requests.

2. Pivot Reports

   • Summarize data by categories or groups.

   • Example: Number of incidents grouped by priority and assignment group.

3. Bar/Column Charts

   • Visualize data comparisons using bars or columns.

   • Example: Number of changes per month.

4. Pie Charts

   • Show proportions of categories.

   • Example: Percentage of incidents by priority.

5. Line Charts

   • Display trends over time.

   • Example: Incident volume trend over the past year.

6. Calendar Reports

   • Show records or events based on date/time fields.

   • Example: Scheduled maintenance activities.

7. Map Reports

   • Visualize data on a geographic map.

   • Example: Asset locations.

📥 3. Creating a Report: Step-by-Step

1. Navigate to Reports > View / Run

2. Click Create New

3. Select the Table to report on (e.g., Incident)

4. Choose a Report Type (List, Pie, Bar, etc.)

5. Configure Filters to narrow down data

6. Define Groupings or Aggregation (if applicable)

7. Customize Chart Appearance (colors, labels)

8. Save and Run the report

⚡ 4. Advanced Reporting Features

• Dashboards

  • Combine multiple reports on a single page for a consolidated view.

  • Share dashboards with users or groups.

• Scheduled Reports

  • Automate sending reports via email on a regular schedule.

• Performance Analytics Integration

  • Advanced analytics with historical trending, forecasting, and KPIs.

• Report Export

  • Export data as PDF, CSV, Excel for offline analysis.

• Interactive Filters

  • Allow users to dynamically filter report data on dashboards.

• Embedded Reports

  • Embed reports inside Service Portal or Knowledge Articles.

🛠️ 5. Use Cases for Reports

• Track incident and request volumes and trends.

• Measure change success and failure rates.

• Analyze service level agreement (SLA) compliance.

• Monitor asset lifecycle and inventory.

• Provide executive summaries of IT operations.

💡 6. Best Practices for Reporting

• Keep reports focused and actionable.

• Use visualizations that best represent the data.

• Regularly review and update reports to reflect business changes.

• Leverage dashboards to provide at-a-glance insights.

• Use scheduled reports to keep stakeholders informed.

🎬Conclusion

Reports in ServiceNow empower organizations to transform raw data into meaningful insights, enabling better decision-making and improved service delivery. Combining basic reports with dashboards and analytics ensures your teams stay informed and aligned with business goals.

CASE STUDY 2:

 📊 Dashboards in ServiceNow

🌐 1. What are Dashboards?

Dashboards are visual display panels that consolidate multiple reports, performance analytics, and key performance indicators (KPIs) in one place. They provide real-time insights into business processes, IT operations, and service delivery, helping users monitor metrics at a glance.

⚙️ 2. Key Features of Dashboards

• Combine multiple reports and widgets in a single view

• Interactive filters to customize the data displayed

• Share dashboards with specific users or groups

• Set up real-time data updates for dynamic monitoring

• Support for Performance Analytics widgets and breakdowns

📥 3. Creating a Dashboard: Step-by-Step

1. Navigate to Self-Service > Dashboards or Performance Analytics > Dashboards

2. Click Create New

3. Provide a Name and Description

4. Add Widgets (Reports, Performance Analytics indicators, Breakdown widgets)

5. Arrange widgets by drag and drop

6. Configure widget settings and filters as needed

7. Save and share with users or groups

⚡ 4. Advanced Dashboard Features

• Performance Analytics Integration

  • Embed PA widgets to show trends, targets, and forecasts.

• Dynamic Filters

  • Allow users to filter all dashboard widgets simultaneously by criteria such as location, priority, or time period.

• Mobile Dashboards

  • Optimized views for mobile devices via the ServiceNow Mobile App.

• Scheduled Dashboard Exports

  • Automatically email dashboard snapshots as PDFs to stakeholders.

• Embedded Dashboards

  • Embed dashboards in Service Portal pages for broader access.

🛠️ 5. Use Cases for Dashboards

• Monitor Incident Management KPIs in real time

• Track Change Management progress and risk

• Visualize Service Level Agreement (SLA) compliance

• Analyze Asset Management status and trends

• Provide executive summaries for IT leadership

💡 6. Best Practices for Dashboards

• Design dashboards with a clear focus and purpose

• Use visual variety (charts, gauges, tables) to engage users

• Keep dashboards simple and uncluttered for quick comprehension

• Leverage filters and drilldowns to enable detailed analysis

• Regularly update dashboards to reflect current priorities and metrics

🎬 Conclusion

Dashboards in ServiceNow are powerful tools that provide a unified, visual overview of critical IT and business data. By combining multiple reports and analytics into one interface, dashboards enable faster decision-making and enhanced operational visibility.