Enhancing PA IT Manager Dashboard with Manager Based Hierarchy Breakdown

[AnnamalaiBala]

Hi Community,

I'm currently working on a Performance Analytics (PA) requirement in ServiceNow and would appreciate guidance from anyone who has implemented something similar.

Background

We are using the out-of-the-box "IT Manager" dashboard in PA, which displays counts of open tasks (Incidents, Problems, and Changes).

Requirement

We need to enhance this dashboard with a Manager Breakdown capability with the following functionality:

• Allow users to filter/select a manager at any level (e.g., CEO, VP, Director, Manager)
• Based on the selected manager, display all open tasks (INC, PRB, CHG) assigned to:
  • Their direct reports
  • Their indirect reports across all hierarchy levels
• The solution should effectively traverse the full reporting hierarchy downward and aggregate task data

Example

If a VP is selected, the dashboard should display tasks assigned to all users reporting under that VP — including directors, managers, team leads, and individual contributors — across all levels.

Questions

1. What is the recommended approach to model organizational hierarchy traversal in ServiceNow PA?
2. Has anyone implemented a similar solution using PA Breakdowns with a manager/user dimension?        Any insights, best practices, or examples would be greatly appreciated.

   Thanks in advance