Skip to Content
Knowledge is Power, so learn 🎉
Tutorial20 03 2025ServiceNow Reporting: From Data Dumps to Actionable Intelligence – A Practical Guide

ServiceNow Reporting: From Data Dumps to Actionable Intelligence – A Practical Guide

ServiceNow is a powerful platform for managing workflows and automating IT service management (ITSM) processes. However, the true value of ServiceNow lies not just in data collection but also in its ability to transform raw data into actionable intelligence through robust reporting capabilities. This guide will walk you through the intricacies of ServiceNow reporting, from basic report creation to advanced techniques, empowering you to move beyond simple data dumps and unlock the insights hidden within your ServiceNow instance.

Understanding ServiceNow Reporting Fundamentals

ServiceNow reporting is built around the concept of querying data from tables and presenting it in various formats, allowing users to understand trends, identify bottlenecks, and make informed decisions. Before diving into report creation, let’s establish some fundamental concepts:

  • Tables: ServiceNow stores data in tables, analogous to database tables. Understanding table relationships is crucial for effective reporting. Common tables include incident, problem, change_request, task, and cmdb_ci.
  • Fields: Each table consists of fields that hold specific data points, such as the incident number, assigned to user, category, priority, and state.
  • Filters: Filters define the criteria used to select specific records from a table based on field values. Effective filtering is essential for creating relevant and focused reports.
  • Groups: Grouping allows you to aggregate data based on common field values, providing summarized insights.
  • Types: ServiceNow offers various report types to visualize data, including list, bar, pie, donut, time series, and more.
  • Access Control: ServiceNow’s security model ensures that users only have access to the data they are authorized to see, influencing report content.

Creating Your First ServiceNow Report

Let’s create a simple report to illustrate the basics. We’ll create a bar chart showing the number of incidents by priority.

  1. Navigate to Reports: Go to Reports > Create New.
  2. Define the Basics:
    • Name: Incidents by Priority
    • Source Type: Table
    • Table: Incident [incident]
  3. Type Tab:
    • Type: Bar Chart
  4. Configuration Tab:
    • Group by: Priority
    • Aggregation: Count
  5. Style Tab: Customize the chart appearance (colors, labels, etc.).
  6. Save & Execute: Click “Save” to save the report definition and then “Run” to execute and view the report.

Mastering Filters for Precise Reporting

Filters are the cornerstone of effective ServiceNow reporting. They allow you to narrow down the data set to focus on specific areas of interest. Here are some advanced filtering techniques:

  • Relative Dates: Use “Today,” “Yesterday,” “Last week,” “This month,” or “Last quarter” to filter based on dynamic date ranges.
  • Operators: Utilize operators like “is,” “is not,” “contains,” “does not contain,” “greater than,” and “less than” to define complex filtering conditions.
  • Multiple Conditions: Combine multiple conditions using “AND” and “OR” to create highly specific filters.
  • Encoded Query Strings: Use encoded query strings for advanced filtering logic. You can copy an encoded query from a list view in ServiceNow and paste it into the filter conditions.

Example: Show all high-priority incidents that were opened in the last 7 days.

  1. Table: Incident
  2. Filter 1: Priority | is | 1 - High
  3. Filter 2: Opened | on or after | javascript:gs.daysAgo(7);

Leveraging Groups for Aggregated Insights

Grouping allows you to summarize data based on common attributes. This is crucial for identifying trends and patterns.

Example: Show the average resolution time for incidents grouped by assignment group.

  1. Table: Incident
  2. Type: Bar Chart
  3. Configuration:
    • Group by: Assignment Group
    • Aggregation: Average
    • Field: Business Duration

This report will display a bar chart showing the average time it takes to resolve incidents for each assignment group, helping you identify groups that may need additional resources or training.

Report Types: Choosing the Right Visualization

ServiceNow offers a variety of report types, each suited for different types of data and analysis:

  • List: Displays data in a tabular format, allowing users to view individual records.
  • Bar Chart: Compares values across different categories.
  • Pie Chart: Shows the proportion of each category relative to the whole.
  • Donut Chart: Similar to a pie chart, but with a hole in the center, allowing for additional information to be displayed.
  • Time Series: Tracks trends over time.
  • Pivot Table: Summarizes data in a flexible, multi-dimensional format.
  • Map: Visualizes data based on geographical location.

Choosing the appropriate report type is critical for effectively communicating insights. Consider the type of data you are working with and the message you want to convey when selecting a report type.

Practical Examples and Real-World Applications

Here are some real-world examples of how ServiceNow reporting can be used to drive actionable intelligence:

  • Incident Management:
    • Report: Number of incidents by category and assignment group.
    • Actionable Insight: Identify categories with high incident volumes and bottlenecks in assignment groups, leading to resource allocation adjustments and process improvements.
  • Problem Management:
  • Change Management:
  • Service Level Management (SLM):
  • Configuration Management Database (CMDB):

Advanced Reporting Techniques

Once you’ve mastered the basics, you can explore advanced reporting techniques:

  • Database Views: Combine data from multiple tables into a single view for reporting. This is useful when you need to report on related data that is not directly linked.
  • Performance Analytics: Leverage ServiceNow’s Performance Analytics module for more in-depth analysis and trend identification. Performance Analytics allows you to track key performance indicators (KPIs) over time and identify areas for improvement.
  • Scheduled Reports: Automate report generation and distribution to ensure stakeholders have access to the latest insights.
  • Interactive Filters: Allow users to dynamically filter report data based on their specific needs.

Best Practices for Effective ServiceNow Reporting

  • Define Clear Objectives: Before creating a report, clearly define the questions you want to answer and the insights you need to gain.
  • Understand Your Data: Thoroughly understand the data stored in your ServiceNow instance and the relationships between tables.
  • Use Descriptive Names: Give your reports clear and descriptive names that accurately reflect their content.
  • Keep it Simple: Avoid overcomplicating reports with unnecessary filters or groupings.
  • Test and Validate: Always test and validate your reports to ensure they are producing accurate results.
  • Automate and Schedule: Automate report generation and distribution to save time and ensure stakeholders have access to the latest insights.
  • Regular Review: Review and update your reports regularly to ensure they remain relevant and accurate.

Conclusion

ServiceNow reporting is a powerful tool for transforming raw data into actionable intelligence. By understanding the fundamentals of reporting, mastering filters and groupings, choosing the right report types, and leveraging advanced techniques, you can unlock the insights hidden within your ServiceNow instance and drive meaningful improvements to your IT service management processes. Remember to define clear objectives, understand your data, and continuously test and validate your reports to ensure accuracy and relevance. Embrace ServiceNow reporting to move beyond data dumps and unlock the true potential of your ServiceNow investment.

Last updated on
Turn Data into Decisions: Advanced ServiceNow Performance Analytics StrategiesThe Power of Visuals: Crafting Compelling ServiceNow Reports That Drive Improvement