Best practice for Dashboards for Service Desk

Tatyana
Mega Contributor

‎12-09-2019 05:49 AM

Hi to all.

  1. I need dashboards for Service Desk. Are there any standard dashboards in Service Now? (PA or Reporting)
  2. How to make real time reports for Service Desk without losing capacity? (more than 100 employees at a time)
0 Helpfuls
  • 2,374 Views
5 REPLIES 5

Andrew_TND
Mega Sage
Mega Sage

‎12-09-2019 06:00 AM

If you've got performance analytics you can install the content pack plugins which are recommended.

https://docs.servicenow.com/bundle/helsinki-performance-analytics-and-reporting/page/use/performance...

Out of the box you do get some deshboards such as change and incident over views, otherwise you can create your own reports which are real time. You can even set up on a monitoring dashboard and interactive filters by editing the widgets.

Please mark as helpful or if its resolved the issue mark as correct! 

find_real_file.png

Preview file
25 KB
0 Helpfuls

Tatyana
Mega Contributor
In response to Andrew_TND

‎12-09-2019 06:02 AM

There are not Service Desk dashboard in the content pack plugin.

0 Helpfuls

Tatyana
Mega Contributor
In response to Tatyana

‎12-09-2019 06:02 AM

I mean incident and ritm.

0 Helpfuls

Andrew_TND
Mega Sage
Mega Sage
In response to Tatyana

‎12-09-2019 06:19 AM

Hi, there are however out of the box reports which you can populate into a dashboard or create your own. 

If you are using PA install plugins,

Incident Management (com.snc.pa.incident)
Request Management (Requested Item) (com.snc.pa.request)

Please mark as helpful or if its resolved the issue mark as correct! 

0 Helpfuls