Conquer ServiceNow Reporting: Visualize Your Data and Gain Actionable Insights (No Coding Required!)

ServiceNow is a powerful platform for managing workflows and processes, but the real magic happens when you can extract meaningful insights from your data. Fortunately, ServiceNow reporting tools are user-friendly, allowing you to create stunning visualizations and reports without writing a single line of code! This guide will walk you through the basics of ServiceNow reporting, provide practical examples, and empower you to turn your data into actionable insights.

What is ServiceNow Reporting?

ServiceNow reporting allows you to take the data stored within your ServiceNow instance and transform it into visual representations that are easier to understand. Think charts, graphs, and tables that highlight trends, identify bottlenecks, and measure performance. These reports can then be shared with stakeholders, used to drive process improvements, and ultimately, improve your organization’s efficiency.

Getting Started: Accessing the Reporting Module

First, you need to access the Reporting module within ServiceNow.

Log in to your ServiceNow instance.
In the Application Navigator (the left-hand menu), type “Reports” into the filter navigator.
Click on the “Reports” application. You’ll see several options including “Create New,” “View/Run,” and “Scheduled Reports.”

Creating Your First Report: A Simple Example

Let’s create a simple report that shows the number of incidents opened each month.

Click “Create New” under the “Reports” application. This opens the Report Designer.
Report Title: Give your report a descriptive name, such as “Incidents Opened Monthly.”
Source Type: Choose “Table.”
Table: Select “Incident” (or the table you want to report on).
Type: Choose the chart type. Let’s start with a “Column” chart.
Configure the Report:
- Group by: Select “Opened” (the field that captures the date the incident was opened).
- Grouping: Select “Month.” This will group incidents by the month they were opened.
- Aggregation: The default “Count” will work perfectly here. This counts the number of incidents in each month.
Run the Report: Click the “Run” button at the top of the Report Designer. You should now see a column chart showing the number of incidents opened in each month.
Save the Report: Click the “Save” button to save your report for future use.

Understanding the Report Designer Interface

The Report Designer is your main workspace for creating and customizing reports. Here’s a breakdown of the key sections:

Data: This section defines the data source (Table or Database View) and the table/view you’re reporting on.
Type: This section lets you choose the type of visualization (Column, Bar, Pie, Line, etc.).
Configure: This is where you define the core configuration of the report, including grouping, aggregation, and stacking options.
Style: This section allows you to customize the appearance of the report, including colors, labels, and fonts.
Access: Allows you to control who can view the report.
Run: Executes the report based on the current configuration.
Save/Update: Saves or updates the report definition.

Exploring Different Report Types

ServiceNow offers a variety of report types, each suited for different kinds of data and insights. Here are some of the most common:

Column Chart: Excellent for comparing values across different categories (like our “Incidents Opened Monthly” example).
Bar Chart: Similar to a column chart, but with horizontal bars. Can be easier to read when category labels are long.
Pie Chart: Shows the proportions of different categories as slices of a pie. Best used for comparing parts of a whole.
Line Chart: Ideal for visualizing trends over time. For example, tracking the average resolution time of incidents over a year.
Area Chart: Similar to a line chart but fills the area under the line, emphasizing the magnitude of the trend.
List Report: A simple table displaying data in rows and columns. Useful for displaying detailed information.
Pivot Table: Summarizes data from a table, allowing you to easily analyze data from different perspectives.
Single Score: Displays a single, key metric. For example, the total number of open incidents.
Funnel Chart: Visualizes a sequential process, showing how data flows through each stage.

Advanced Reporting: Filtering and Grouping

To gain more granular insights, you can use filters and more complex grouping configurations.

Filtering Data

Filters allow you to narrow down the data included in your report.

In the Report Designer, in the “Data” section, click on the “Add Filter” button.
Choose the field you want to filter on (e.g., “Priority”).
Select the operator (e.g., “is”).
Enter the value (e.g., “High”).

This filter will now only include incidents with a “High” priority in your report. You can add multiple filters to further refine your data.

Multi-Level Grouping

You can group data by multiple fields to create more complex reports.

In the Report Designer, in the “Configure” section, add a second grouping field. For example, after grouping by “Opened Month,” you could also group by “Category.”
The report will now show the number of incidents opened each month, broken down by category.

Practical Examples: Beyond the Basics

Here are some more practical reporting examples:

Average Resolution Time by Assignment Group: Use a column or bar chart, group by “Assignment Group,” and aggregate by “Average” on the “Resolution Time” field. This helps identify which assignment groups are most efficient.
Number of Open Change Requests by State: Use a pie chart, group by “State,” and aggregate by “Count.” This gives you a quick overview of the status of your change requests.
SLA Compliance Rate Over Time: Use a line chart, group by “SLA Definition,” and aggregate by “Percentage” on the “Breached” field. This allows you to track SLA performance over time.

Once you’ve created a report, you’ll likely want to share it with others.

Sharing: You can share reports with specific users or groups by adjusting the “Access” settings in the Report Designer.
Exporting: You can export reports in various formats, including PDF, Excel, and CSV, by clicking the “Export” button on the report view.
Adding to Dashboards: You can add reports to dashboards to create a centralized view of key metrics. Navigate to the Dashboard application, select or create a dashboard, and then add the report as a widget.

Scheduled Reports

Automate your reporting by scheduling reports to be generated and delivered to stakeholders on a regular basis.

Open the report you want to schedule.
Click the context menu (three dots in the upper right corner) and select “Schedule.”
Configure the schedule, including the frequency (e.g., daily, weekly, monthly), the time, and the recipients.

Tips for Effective Reporting

Understand your audience: Tailor your reports to the needs of the people who will be viewing them.
Use clear and concise labels: Make sure your report labels are easy to understand.
Choose the right chart type: Select the chart type that best represents your data.
Keep it simple: Avoid overcrowding your reports with too much information.
Regularly review and update your reports: Ensure your reports are still relevant and accurate.

Conclusion

ServiceNow reporting empowers you to unlock the insights hidden within your data, enabling you to make data-driven decisions and improve your organization’s performance. By understanding the basics of the Report Designer, exploring different report types, and utilizing filters and groupings, you can create powerful visualizations that tell a story and drive action. Start experimenting with different report configurations, and you’ll quickly become a ServiceNow reporting pro!