Report and Dashboard Rollup Reporting

[Blue]

I have a question about to structure the support/assignment groups for dashboard and reporting roll ups. My struggle is we have many support groups where someone in IT is assigned as support group manager. That person could be a analyst, Manager, Director or VP in IT.

The problem is when I do reports or dashboard and want to roll up metrics or KPis on all VPs it all falls apart structure wise. I try using Support Group - Manager, then Support Group - Manager - Manager to dot walk base don HR provided data who roll sup to who. 

The result I get is no clean concise dashboard or report that aligns with the hierarchy of our reporting structure.

For example, I am CIO and want to see each VPs org performance. Then as VP I want to see me Directors org performance, so on and so on.

What I get is a mess of manager reports displaying Analysts, Managers and Directors. The dot walking hierarchy gets lost and the reports don't shows sum roll ups.

Need some urgent guidance!

[AndersBGS]

Hi @Blue ,

according to the information you have provided, it sounds more as a data foundation issue and not a ServiceNow question/issue? Is that correct understood?

if that is correct, you instead need to fix the internal organization foundational data before trying to make reports. Reports on bad structure data will give bad reports

if my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

Best regards

Anders

[Blue]

@AndersBGS, Can you expand on the proper internal organization foundational data structure that would give me the result I am looking for?

Thanks

[AndersBGS]

Hi @Blue ,

I'm not sure I understand your question? My comment were in relation to what you wrote: " no clean concise dashboard or report that aligns with the hierarchy of our reporting structure". As there is no clean structure in your instance, is sounds like you need to ensure the foundation data / structure is in place according to your organization structure - if this is not the case, you will never get a good report out of ServiceNow. 

if my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

Best regards

Anders