Support for reporting and dashboards

[BethanyMcCool]

As your companies have matured in supporting ServiceNow, how have you supported the insights portion of the platform (reporting, dashboards, performance analytics)?

We initially took the stance of providing information to our users, but leaving it in their hands to create the reports & dashboards relevant to them. However, we've hit a few snags in this model:

1. Users don't fully understand the data model or how to access the data they need.

2. Users don't have the time to spend on creating these reports/dashboards.

3. Users don't have access to the performance analytics.

4. Providing the proper roles/permissions for users to see necessary reports and dashboards has been a struggle.

We're interesting in hearing how other larger companies are supporting this capability. Have you tried the same approach? If so, how have you made it a success? Or, do you have a team devoted to creating reports, dashboards, and new KPIs for areas across the business? 

[Dr Atul G- LNG]

Hi @BethanyMcCool 

My thoughts:

1. Users don't fully understand the data model or how to access the data they need.

Atul: Agree, but if we educate users more on data model and roots of SN . it will work for them. At least basic reporting can be done.

2. Users don't have the time to spend on creating these reports/dashboards.

Atul: Not agree. There is will , there a way. If user think they don't have means, they don't want to dig down and get benefit from SN. Again education , refresh course , learning stack help them.

3. Users don't have access to the performance analytics.

Atul: Agree on this and PA is complicated. So what we did the basic we teach our users and only few user have access and work on PA for basis and few are more clever move forward as well

4. Providing the proper roles/permissions for users to see necessary reports and dashboards has been a struggle.

Atul: This is always a challenge and with time we learn. Start with small group , understand the ask and then provide role. 

do you have a team devoted to creating reports, dashboards, and new KPIs for areas across the business?

Atul: No, No dedicated team. First user do stuff / report and post if stuck BAU take care with SLA.