Business dashboard template: SERVICENOW

dashboard template for tableau on ITSM ServiceNow ServiceNow cockpit

Providea workbookcontaining at least11 attributes

Geta ready-to-use,best-in-marketSERVICENOW dashboard

ServiceNow Home

Get a Home Page for your ServiceNow dashboard

ServiceNow Cockpit

Analyze the performance of your Service Desk: What is the current work in process (open case) and what was the performance to close cases

Performance of Agent Groups

Get an overview of the performance of your teams

Created Cases by Category

Visualize the volume of created cases by Category

11 required attributes

Case #
Case Description
Case Type
Open Date
Close Date
Case Category
Case Priority
User: Caller or Requestor
State
Assigned To
Assignment Group
...add your own attributes!

12 KPIs

9 dashboard pages

Required Attributes

To get your ServiceNow dashboard, you need to provide a Tableau workbook file with (at least) the following 5 attributes (the name of your attributes can differ):

Case # Case Number [INCIDENT.NUMBER | SC_REQUEST.NUMBER]
Case Description Description of the Case [INCIDENT.SHORT_DESCRIPTION | SC_REQUEST.SHORT_DESCRIPTION]
Case Type 'Incident', 'Request'
Open Date Case Open Date-Time [INCIDENT.OPENED_AT | SC_REQUEST.OPENED_AT] (Date used for time-series analysis)
Close Date Case Close Date-Time (if applicable) [INCIDENT.CLOSED_AT | SC_REQUEST.CLOSED_AT]
Case Category Case Category [INCIDENT.CATEGORY]
Case Priority Case Priority (expected values: 'High', 'Medium', 'Low') [INCIDENT.PRIORITY | SC_REQUEST.PRIORITY]
User: Caller or Requestor Who raised the case [INCIDENT.CALLER_ID to SYS_USER.USER | SC_REQUEST.RESQUESTED_FOR to SYS_USER.USER]
State Incident or Request State (expected values: 'Open', 'Closed', 'On-hold') [INCIDENT.INCIDENT_SATE | SC_REQUEST.REQUEST_STATE]
Assigned To Agent working on the case [INCIDENT.ASSIGNED_TO | SC_REQUEST.ASSIGNED_TO to SYS_USER.USER]
Assignment Group Group of the Agent [INCIDENT.ASSGNMENT_GROUP | SC_REQUEST.ASSGNMENT_GROUP to SYS_USER_GROUP.GROUP]

KPIs

Your ServiceNow dashboard will contain 12 KPIs

Open CasesNumber of Open Cases
Open Cases Duration Time (min)Number of minutes since the opening of Open Cases
High Priority Open CasesNumber of High priority Open Cases
Closed CasesNumber of Closed Cases
Resolution Duration (min)Resolution duration for Closed Cases
Closed Cases per AssigneesNumber of Closed cases per Assignee
Created CasesNumber of Cases created over the period
Created Cases per UserNumber of Cases created per Caller
UsersNumber of Users
AssigneesNumber of Agents
IncidentsNumber of Incidents
RequestsNumber of Requests

Dashboard Pages & Data Visualizations

Your ServiceNow dashboard will contain 9 pages

Home

ServiceNow Home

Get a Home Page for your ServiceNow dashboard

Cockpit

ServiceNow Cockpit

Analyze the performance of your Service Desk: What is the current work in process (open case) and what was the performance to close cases

Service-Desk Analytics

Performance of Agent Groups

Get an overview of the performance of your teams

Created Cases by Category

Visualize the volume of created cases by Category

Resolution Duration by Category

Visualize the time to close cases by Category

Servicing Users

Get an overview of your service desk from a user perspective

Open Cases

Visualize which are your open cases and who handle them

Case Opening Peak Hours

Visualize when the cases are open so you can better staff your service desk

Behavioral Analytics

ServiceNow Adhoc Analysis

Perform simple ad-hoc analysis on your ServiceNow data set: analyze any of your KPIs across any dimension (trends, distribution and pareto analysis)

Creating your SERVICENOW dashboard Step-by-Step

You want to get a clear understanding on your ServiceNow results? You want to build a Tableau dashboard to better understand your ServiceNow data?

Using LinPack-for-Tableau.com, you can generate an eye-catching, fit-for-purpose Tableau Dashboard on your ServiceNow data in less than 5 minutes!

ServiceNow dashboard Live Demo

1st STEP: Create the initial Tableau workbook file

Create a Tableau workbook in which you map your ServiceNow data (whether it comes from: ERP, database, Excel, CSV file...)

You must retrieve at least the following attributes (it is ok if the names don't match, and it is better to add additional attributes to analyze):

Case # Case Number [INCIDENT.NUMBER | SC_REQUEST.NUMBER]
Case Description Description of the Case [INCIDENT.SHORT_DESCRIPTION | SC_REQUEST.SHORT_DESCRIPTION]
Case Type 'Incident', 'Request'
Open Date Case Open Date-Time [INCIDENT.OPENED_AT | SC_REQUEST.OPENED_AT] (Date used for time-series analysis)
Close Date Case Close Date-Time (if applicable) [INCIDENT.CLOSED_AT | SC_REQUEST.CLOSED_AT]
Case Category Case Category [INCIDENT.CATEGORY]
Case Priority Case Priority (expected values: 'High', 'Medium', 'Low') [INCIDENT.PRIORITY | SC_REQUEST.PRIORITY]
User: Caller or Requestor Who raised the case [INCIDENT.CALLER_ID to SYS_USER.USER | SC_REQUEST.RESQUESTED_FOR to SYS_USER.USER]
State Incident or Request State (expected values: 'Open', 'Closed', 'On-hold') [INCIDENT.INCIDENT_SATE | SC_REQUEST.REQUEST_STATE]
Assigned To Agent working on the case [INCIDENT.ASSIGNED_TO | SC_REQUEST.ASSIGNED_TO to SYS_USER.USER]
Assignment Group Group of the Agent [INCIDENT.ASSGNMENT_GROUP | SC_REQUEST.ASSGNMENT_GROUP to SYS_USER_GROUP.GROUP]