Decoding ServiceNow Reporting: Turn Raw Data into Actionable Insights With This Practical Guide

ServiceNow is a powerful platform for managing IT services, workflows, and various organizational processes. However, the real power of ServiceNow lies not just in its ability to collect data, but in its capacity to transform that raw data into actionable insights. This is where reporting comes in. This guide will walk you through the basics of ServiceNow reporting, providing practical examples to help you turn data into meaningful information. No prior experience is necessary!

What is ServiceNow Reporting?

ServiceNow reporting is a built-in feature that allows you to visualize and analyze data stored within the platform. Think of it as a way to ask questions of your ServiceNow instance and get answers in a clear, understandable format. Instead of sifting through rows of records, you can generate charts, graphs, and tables to identify trends, track performance, and make data-driven decisions.

The Building Blocks of a ServiceNow Report

Before diving into creating reports, let’s understand the core components:

• Data Source: Where the data comes from. This is usually a table within ServiceNow (e.g., Incident, Problem, Change Request).

• Report Type: How the data is visualized. Common types include:

  • List: Displays data in a tabular format, similar to how you see records in a list view.
  • Chart: Visual representation of data, such as bar charts, pie charts, line charts, and more.
  • Pivot Table: Summarizes data by grouping it into rows and columns, allowing for flexible analysis.

• Filters: Conditions that specify which records to include in the report. This helps narrow down the data to focus on what’s relevant.

• Grouping: Organizes data into categories, making it easier to analyze trends and patterns.

• Summarization: Performs calculations on the data, such as counting records, calculating averages, or summing values.

Creating Your First ServiceNow Report: A Step-by-Step Guide

Let’s create a simple report to see the number of incidents opened each month.

1. Navigate to Reports: In ServiceNow, type “Reports” in the navigation filter and click on “Create New”.

2. Report Definition: You’ll be taken to the report creation screen. Here, you’ll define the basics:

   • Name: Give your report a descriptive name (e.g., “Incidents Opened Per Month”).
   • Source Type: Select “Table”.
   • Table: Choose “Incident” from the dropdown list.

3. Type: Choose “Column Chart” as the report type. This will visualize the data nicely.

4. Configure Chart: Now comes the crucial part – configuring the chart to show the desired information:

   • Group by: Select “Opened” (this is the field that stores the incident open date).
   • Aggregation: The default aggregation is “Count” – which counts the number of incidents.
   • Time Series: Check the “Time Series” checkbox. This ensures the ‘Opened’ field is treated as a date/time value. Set the “Time buckets” to “Month.”
   • Advanced Settings: Consider adding a title to your chart under the “Style” section.

5. Filters (Optional): If you only want to see incidents opened in a specific date range, use the filter. For example:

   • Field: “Opened”
   • Operator: “on or after”
   • Value: “2023-01-01” (or your desired start date)

   And another filter:

   • Field: “Opened”
   • Operator: “on or before”
   • Value: “2023-12-31” (or your desired end date)

6. Run and Save: Click the “Run” button to see your report. If you’re happy with it, click the “Save” button.

You now have a column chart showing the number of incidents opened each month!

Practical Examples and Use Cases

Here are some more report examples to inspire you:

• Problem Resolution Time:

  • Table: Problem
  • Type: Bar Chart
  • Group by: Assignment Group
  • Aggregation: Average Duration (Calculation needed - Create a new calculated field to calculate the duration between opened at and closed at. The calculation type can be duration).

• Change Request Success Rate:

  • Table: Change Request
  • Type: Pie Chart
  • Group by: State (e.g., Completed, Failed, Canceled)
  • Filters: Add filter for “Closed Complete” or “Closed Incomplete” states to see successful and failed changes.
  • Calculation: Create a formula that divides the number of “Closed Complete” change requests by the total number of change requests and multiplies the result by 100 to return the success rate as a percentage.

• Service Level Agreement (SLA) Breach Rate:

  • Table: Task SLA
  • Type: List/Pivot Table
  • Filters: “Breached” is “True”
  • Group by: SLA Definition, Task type.
  • Summarization: Count (number of breached SLAs for each SLA Definition and Task type)

Going Beyond the Basics: Advanced Reporting Features

ServiceNow offers several advanced reporting features to explore as you become more comfortable:

• Scheduled Reports: Automate the delivery of reports via email on a recurring basis. Ideal for sending weekly status updates to stakeholders.
• Interactive Filters: Allow users to dynamically filter report data directly from the dashboard, enabling self-service analysis.
• Performance Analytics: A more advanced module for in-depth analysis, trend identification, and predictive analytics (requires a separate license).
• Report Designer: A visual drag-and-drop interface to build complex reports without writing code.

Tips for Effective ServiceNow Reporting

• Understand Your Data: Before creating a report, take the time to understand the structure of the table you’re working with and the meaning of each field.
• Define Clear Objectives: What questions are you trying to answer with the report? Having a clear objective will guide your report design.
• Keep It Simple: Avoid overwhelming users with too much data. Focus on the key metrics and present them in a clear and concise manner.
• Use Visualizations Wisely: Choose the appropriate chart type to effectively communicate your data.
• Regularly Review and Refine: As your business needs change, so too should your reports. Regularly review your reports to ensure they remain relevant and accurate.

Troubleshooting Common Reporting Issues

• No Data Displayed:

  • Check Filters: Verify that your filters aren’t excluding all records. Try removing filters temporarily to see if data appears.
  • Data Source: Ensure you’ve selected the correct table as the data source.
  • Permissions: Make sure you have the necessary permissions to access the table.

• Incorrect Data:

  • Data Type: Verify the data type of the fields you’re using for grouping and summarization.
  • Calculations: Double-check any formulas or calculations you’re using to ensure they’re accurate.

• Report Loading Slowly:

  • Filters: Optimize your filters to reduce the amount of data being processed.
  • Data Volume: If you’re dealing with a large dataset, consider using Performance Analytics for better performance.

Conclusion

ServiceNow reporting is a powerful tool for turning raw data into actionable insights. By understanding the basic building blocks of a report, experimenting with different report types, and following the tips outlined in this guide, you can unlock the full potential of your ServiceNow data and make more informed decisions. Start with simple reports, gradually explore more advanced features, and remember to continuously refine your reports to meet your evolving business needs. Happy reporting!