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Tutorial16 03 2025Servicenow Reporting Advanced Techniques for Data Insights

Unlock Hidden Insights: Advanced ServiceNow Reporting Techniques You Need to Know

ServiceNow is a powerful platform for managing IT services, workflows, and much more. However, the true potential of ServiceNow lies in its ability to provide actionable insights through effective reporting. While basic ServiceNow reporting is helpful, advanced techniques can unlock hidden information and drive data-driven decision-making. This post will delve into advanced ServiceNow reporting, providing practical examples and valuable resources to enhance your reporting capabilities.

Diving Deeper: Beyond Basic Reports

Basic ServiceNow reports provide summaries and aggregations of data. Advanced reporting goes beyond this, offering features such as:

  • Cross-table reporting: Combining data from multiple related tables.
  • Scripted reports: Using JavaScript to manipulate data and create custom visualizations.
  • PA Indicators and Dashboards: Leveraging Performance Analytics for trend analysis and goal tracking.
  • Advanced Filters & Joins: Creating complex filters to drill down into specific data sets.
  • Database Views: Constructing virtual tables for easier cross-table reporting.

Key Advanced Reporting Techniques

Let’s explore some of the most useful advanced reporting techniques in ServiceNow.

1. Cross-Table Reporting: Connecting the Dots

Cross-table reporting involves pulling data from multiple related tables into a single report. This allows you to analyze relationships between different types of records.

Example:

Suppose you want to analyze the average resolution time of incidents based on the service they relate to. You need to combine data from the incident table (resolution time) and the cmdb_ci_service table (service).

Steps:

  1. Identify the relationship: The incident table has a reference field to the cmdb_ci_service table (usually named ‘Business Service’).
  2. Create a report: Start by creating a report on the incident table.
  3. Add a “Group By” field: Group the report by the “Business Service” field (referenced from the cmdb_ci_service table). You may have to traverse the dot-walked field to get the related information.
  4. Add an aggregation: Add an aggregation to calculate the average resolution time (e.g., AVG(Business duration)).

Real-life use case:

  • Analyzing the number of incidents related to specific configuration items (CIs).
  • Reporting on the tasks associated with a change request and their completion status.
  • Calculating the cost of incidents by service and priority.

2. Scripted Reports: Unleashing Customization

Scripted reports allow you to use JavaScript to manipulate data before it’s displayed in the report. This is particularly useful for complex calculations, custom formatting, and integrating with external data sources.

Example:

Imagine you want to display the age of an incident in days, hours, and minutes, instead of just the duration.

Steps:

  1. Create a Database View: Use sys_db_view table to create a new view that calculates the age in days, hours, and minutes.
  2. Create a Report: Create a report on this new database view.
  3. Add an aggregation: Display the age fields on report

Real-life use case:

  • Converting currencies in financial reports.
  • Calculating complex SLAs based on custom logic.
  • Integrating data from external APIs into reports.
  • Formatting dates and times in specific ways.

Caution: Scripted reports can impact performance if not optimized properly. Always test your scripts thoroughly.

Performance Analytics (PA) is a powerful ServiceNow application that allows you to track key performance indicators (KPIs) over time. It provides historical trending, forecasting, and goal tracking capabilities.

Example:

You want to track the number of resolved incidents per month and identify any trends.

Steps:

  1. Create an Indicator: Create an indicator in Performance Analytics to count the number of resolved incidents.
  2. Create a data collector job: Create a daily data collector job to collect the indicator data.
  3. Create a dashboard: Create a dashboard to visualize the indicator data over time, using widgets like time series charts.

Real-life use case:

  • Monitoring SLA compliance rates.
  • Tracking customer satisfaction scores.
  • Analyzing the effectiveness of IT processes.
  • Identifying bottlenecks and areas for improvement.

Key PA Concepts:

  • Indicators: Metrics you want to track (e.g., number of open incidents, average resolution time).
  • Indicator Sources: Define the source of the data for the indicator (e.g., the incident table).
  • Breakdowns: Allow you to segment data by category (e.g., priority, assignment group).
  • Dashboards: Provide a centralized view of your KPIs, allowing you to monitor performance at a glance.

4. Advanced Filters & Joins: Precise Data Selection

Advanced filters and joins allow you to create complex queries to retrieve specific data sets. This is essential for creating targeted reports that provide meaningful insights.

Example:

You want to report on all open incidents that were assigned to a specific group and have been open for more than 7 days.

Steps:

  1. Create a report: Start by creating a report on the incident table.
  2. Add filters: Add the following filters:
    • Active is true
    • Assignment group is [your group name]
    • Opened is before Today - 7 days

Real-life use case:

  • Identifying incidents that are at risk of breaching SLA.
  • Reporting on the number of changes that were implemented successfully.
  • Analyzing the performance of specific service offerings.

5. Database Views: Simplifying Cross-Table Queries

Database Views allow you to create virtual tables that combine data from multiple physical tables. This simplifies cross-table reporting by allowing you to query the view as if it were a single table.

Example:

You want to report on incidents and their associated problem records.

Steps:

  1. Create a Database View: Create a database view that joins the incident and problem tables based on the problem_id field in the incident table.
  2. Create a report: Create a report on the database view.

Real-life use case:

  • Reporting on the tasks associated with a project.
  • Analyzing the relationships between users and their roles.
  • Combining data from multiple tables to create a comprehensive view of a business process.

Practical Tips for Advanced Reporting

  • Understand Your Data: Before creating any report, make sure you understand the structure of your data and the relationships between tables.
  • Plan Your Report: Define the purpose of the report and the insights you want to gain.
  • Optimize Performance: Avoid complex calculations and unnecessary data retrieval to ensure reports run efficiently.
  • Use Appropriate Visualizations: Choose the right chart type to effectively communicate your data.
  • Test Thoroughly: Always test your reports to ensure they are accurate and provide the desired results.
  • Leverage ServiceNow Documentation: ServiceNow’s official documentation is an invaluable resource for learning about advanced reporting techniques. (See links below).
  • Consider training: ServiceNow offers training courses dedicated to reporting and analytics.

Resources for Further Learning

Conclusion

Mastering advanced ServiceNow reporting techniques can significantly enhance your ability to extract valuable insights from your data. By utilizing cross-table reporting, scripted reports, Performance Analytics, advanced filters, and database views, you can create powerful and informative reports that drive better decision-making and improve your organization’s overall performance. Remember to plan your reports carefully, optimize for performance, and leverage the available resources to maximize your reporting capabilities.

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