6.1: Reporting

Question 1

What is ServiceNow Reporting?

Answer 1

Real-World Use Cases
Reports, prepared on an ad-hoc basis, show results by allowing users to view and analyze ServiceNow data.
Run predefined reports or create new custom reports with the Report Designer.
Configure data visualization components in workspaces through Display and Component settings, making reports easier to navigate.

Question 2

Reports can be visually represented in many ways

Answer 2

including bar charts, pie charts, dials, lists, pivot tables, donuts, and more. Reports can be run manually or scheduled to be run automatically. There are a range of predefined reports that pertain to applications and features like Incident Management and Service Catalog requests, including Key Performance Indicator (KPI) reports.

Question 3

ServiceNow reports are interactive.

Answer 3

Users with access can drill down into the report gauges to view and manipulate the underlying data.
If none of the predefined reports meet your needs, you can create your own reports by navigating to All > Reports > View / Run module. Alternatively, you can simply click most column context menus in any list to generate a report directly from the data in that list.

Question 4

ServiceNow Reporting can easily answer such questions as

Answer 4

• Did I meet an SLA?
• How many incidents did my team close in a month?
• Metric Reporting: What was the average time from Incident open to Incident closed for each Service Desk team?

Question 5

Report Types
The ServiceNow base instance comes with over 25 standard report types, including

Answer 5

Pareto, Donut, Heatmap
Speedometer, Dial, Single Score, Pie, Semi Donut, Bubble, Multi - Level Pivot Table, Line, Column, Area, Spline, Bar, Histogram, Horizontal Bar, List, Funnel, Calendar, Pyramid, Box, Trend, Control, Trendbox, Map, Pivot Table, and Text Analytics.

Question 6

It is a best practice to copy a base report then edit your copy.
Advantages to modifying an existing report

Answer 6

• You can start with a report that already has the basic information and make minor changes to get what you need
• Browsing existing reports helps you learn which of the tables are relevant to the work you do
• Helps you learn different uses for the various report types * You can leverage ITIL best practices by using Key Performance Indicat or (KPI) reports.

Question 7

The All > Reports > View / Run module contains

Answer 7

a library of reports which you can run and use to create your own custom reports. Many of these reports came with the platform and others were created by your reporting administrators specifically for your company. Head to the All > Reports > Getting Started module to learn more about how to create and distribute reports.
The Reports page contains different sections for reports which are visible to different audiences.

Question 8

Report Designer
Using the built-in Report Designer

Answer 8

anyone can easily create reports by following guided flows to configure, preview, edit, and share reports.
Report Designer features four sections which provide reporting configuration options: Data, Type, Configure, and Style.
You can also:
* Schedule reports, so they are run and distributed on a regular basis.
* Integrate reports into intuitive dashboards with interactive filters and widgets that let you visualize data in the most effective way.

Question 9

Use the ServiceNow Report Designer to

Answer 9

• Leverage reporting visibility and available report types
• Use multi-level filters, filter operators, and sort order to refine reports
• View, create, edit , and schedule reports
• Work with reporting roles
• Use Related Tables (dot-walking and Database Views)

Question 10

Each section of the Report Designer provides different configuration options

Answer 10

• Data: Provide a name for the report, as well as select the source from where your data comes from. You can choose a data source, which is a predefined data set used for creating reports; or a ServiceNow table.
• Type: Select the visualization of your report by choosing a report type. There are 28 different types to choose from!
• Configure: Do things like group the data by a specific field(s) and run calculations against the data.
• Style: Adjust the look of your report, from coloring to titles, as well as making adjustments to the report legend.

Question 11

System tables are, by default

Answer 11

restricted from the reporting module. These tables include, but are not limited to the following: syslog, syslog_transaction, sys_attachment , and sys_email .

Question 12

Report Designer: Report Actions and Options
*Save report options to Save, Update, Insert, Insert and Stay
*Run report, does not
save/update

Answer 12

• Update: Overwrite report, return to the report list
• Insert: Save a duplicate copy of the report, return to the report list
• Insert and Stay: Save a duplicate copy of the report , remaining on the report
• Save as report source: Allows you to create a pre-filtered data set that can be used for creating reports (role required: report_admin)

Question 13

Report Designer: Report Distribution

Answer 13

**Share - To make a report visible to a particular group or user, use the Share option to select Groups and/or Users
**Publish - Steps to publish and view a report:
1.With desired report displayed click the Sharing menu icon, then click Publish
2.Click the Copy report link icon from the report header to copy the URL to your clipboard
3.Open URL in browser
NOTE: The sys_property glide.report.published_reports.enabled needs to be set to true in order to see the Publishoption. 303

Question 14

From the Sharing menu, the following options are available

Answer 14

• Share: Specifies who can see the report. Options include:
• Me (the user who created the report )
• Everyone (all ServiceNow users)
• Groups and Users (specific groups and/or specific users)
• Schedule: Creates a scheduled email of the report as an attachment
• Add to Dashboard: Adds directly to a Dashboard you choose. If the Dashboard has multiple tabs, you can select a specific tab.
• Export to PDF: Converts the report to a PDF.
• Publish: Creates a URL for the report which can be used by internal and external audiences. However, users may need to log into ServiceNow to view all of the data. Published reports can be unpublished and no longer accessible.
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Question 15

To add a report to a dashboard, navigate to All > Reports > View/Run and select a report.

Answer 15

1. Click the Sharing icon.
2. Select Add to Dashboard
3. Select the Dashboard and Tab to which you want to add the report.
4. Click Add.
5. The widget is added to the dashboard in the top position and the dashboard opens. 304

Question 16

Special Reporting Scenario - Service Catalog Item Variables

Answer 16

Filter based on variables
Report based on variables

Question 17

Tags – Personalize or Configure

Answer 17

Tags provide an easy way to categorize, flag, and locate records. Tags can be created against any record from a list or form view.
Use the Viewable by field to control how it is shared.
New tags can be made visible to:
* The current logged in user (Me)
* Groups and Users
* Everyone
(viewable by -> field)
To use the Everyone option under Viewable by, a user must have the admin or tags_ admin role.

Question 18

*NOTE: If you have an administrator role

Answer 18

you can configure and manage all tags, even tags created by other users. You can also configure notifications, auto-assignment, and Zing indexing for tags

Question 19

In the workspace view, the tag icon appears next to the primary value in the form header.

Answer 19

An unfilled tag icon means that no tags have been assigned to the record. When tags are assigned and they are visible to you, the tag icon is filled. 306

Question 20

Reporting Compared to Performance Analytics

Answer 20

When you report on a table (Incident or Problem), information about the current state of platform data displays.
Tables Data Collector
Performance Analytics provides information about performance iteratively, over time. opakovane v priebehu času.

Question 21

Performance Analytics (PA)

Answer 21

allows users to create dashboards with widgets to visualize data over time in order to identify areas of improvement. With PA, users can learn to identify the metrics that matter for business objectives, using out-of-the-box ServiceNow capabilities and content to address measurement and reporting scenarios.

Question 22

The Performance Analytics Architecture

Answer 22

• Widget – Saved view of indicator or breakdown
• Tables: Indicator Source – calculates scores
• Data Collector – recurring jobs taking data snapshots
• Dashboard – Custom arrangement of widgets

Question 23

Performance Analytics vs. Reporting

Answer 23

Performance Analytics can generate accurate historical trends by capturing continuous
snapshots on a regular schedule. As illustrated here, reporting answers the quest ion of “Where are we today?” while Performance Analytics answers what is happening over time. 307

Question 24

Dashboards

Answer 24

enable you to display multiple Performance Analytics, reports, and other widgets on a single screen.
Use dashboards to create a story with data that can be shared.

Question 25

Dashboards may be responsive or nonresponsive

Answer 25

Responsive dashboard functionality is enabled by default from the New York release. Non -responsive dashboards have limitations including who can create, view , and edit them. If your instance requires non-responsive dashboard functionality, you can disable responsive dashboards by navigating to All > System Properties > Dashboard Properties and clearing the Enable responsive dashboard.

Question 26

With dashboards you can

Answer 26

• Share Performance Analytics and Reporting visualizations on both Workspaces and classic dashboards.
• Create and edit Performance Analytics reports and other widgets directly from the dashboard.
• Use the Add Widgets pane to quickly find and preview widgets, then add them to the dashboard.
• Easily share dashboards with other users from the integrated sharing pane.
• Use quick layouts to snap widgets into a predefined layout, then adjust the layout as desired.
• Set dashboards as your homepage so you can quickly access information that you use frequently. 308