ServiceNow Dashboards and Reports Full Course for Beginners: A Complete Guide

[BillMartin]

ServiceNow is one of the leading platforms for automating IT service management (ITSM) and streamlining workflows across organizations. One of its most powerful features is the ability to create insightful dashboards and reports that help users visualize and analyze data efficiently. If you're new to ServiceNow and looking to learn how to use dashboards and reports, this guide will take you step-by-step through the fundamentals, key concepts, and best practices.

Introduction to ServiceNow Dashboards and Reports for Beginners

Dashboards and reports in ServiceNow are essential tools for visualizing data, tracking key performance indicators (KPIs), and making informed business decisions. While both serve the purpose of presenting data, they have different functions:

• Dashboards: A visual display of multiple reports and widgets in one place, providing a real-time overview of critical data.
• Reports: A detailed view of data in a specific format (tables, graphs, etc.) to help users dig deeper into trends, performance, and status.

 

Getting Started with ServiceNow Reporting

Before you can create powerful reports and dashboards, you need to understand the basics of ServiceNow reporting.

 

Accessing Reports

In ServiceNow, navigate to the Reports module to access a variety of reporting features. To begin:

• Go to the Application Navigator on the left-hand side.
• Type “Reports” in the search bar and click on View / Run or Create New to start generating reports.

 

Types of Reports

ServiceNow supports several types of reports, including:

• List Reports: Shows records from a table (e.g., incidents, changes, requests).
• Bar Charts: Displays data as bars, perfect for comparing quantities across categories.
• Pie Charts: Visualizes data as slices, showing parts of a whole.
• Line Charts: Displays trends over time, great for time-based data like service performance.
• Pivot Tables: Summarizes data across multiple dimensions (like grouping incidents by priority).
• Heat Maps: Shows intensity of data points with color gradients.

 

Building a Simple Report

To build a basic report:

1. Choose a Data Source: Select a table or a data source, like incidents, problems, or change requests.
2. Define Report Type: Pick the type of report you want to create, such as a bar chart or a list.
3. Set Filters: Add filters to refine the data (e.g., incidents from the last 30 days).
4. Group and Sort: Group data by specific fields and sort it by priorities or due dates.
5. Run and Save: Once satisfied with your setup, run the report and save it for future use.

 

Introduction to Dashboards in ServiceNow

A dashboard is essentially a collection of widgets and reports. These visual tools provide a quick snapshot of various metrics and KPIs, all from a centralized location. Dashboards can be configured for different user roles, ensuring that the data shown is relevant to each individual.

 

Accessing Dashboards

To create or view dashboards:

• In the Application Navigator, type "Dashboards" and click on Performance Analytics Dashboards or Create New.
• Dashboards are often linked to specific modules or business areas (e.g., Incident Management, Change Management).

 

Dashboard Widgets

Widgets are the building blocks of dashboards. Some common widget types include:

• Report Widgets: Displays a specific report within a dashboard.
• Performance Analytics Widgets: Shows KPIs and scorecards based on Performance Analytics metrics.
• Chart Widgets: Display data in visual formats like bar charts, pie charts, or line graphs.
• Metric Widgets: Display specific metrics like SLA compliance or response times.

 

Creating a Dashboard

Follow these steps to create a new dashboard:

1. Go to Dashboards: Access the Dashboard section from the navigator.
2. Create New Dashboard: Click Create New, and provide a name and description for the dashboard.
3. Add Widgets: Select the widget type you need and choose reports or performance analytics data to display.
4. Configure Layout: Arrange widgets on the dashboard for optimal visualization. You can resize, move, and customize the layout.
5. Set Permissions: Define which user roles can view or edit the dashboard, ensuring the right people have access to the data.

 

Advanced Reporting Features

Once you're comfortable with basic reports and dashboards, you can explore more advanced features, such as:

• Dynamic Filters: Let users filter data directly from the dashboard, enabling them to customize their views.
• Scheduled Reports: Automate report generation and delivery by setting up schedules for regular reporting (e.g., daily, weekly).
• Report Sharing: Share reports with other users by sending them links or embedding them in dashboards.
• Performance Analytics: A more advanced toolset for tracking business performance over time with KPIs and trend analysis.

 

Best Practices for ServiceNow Dashboards and Reports

To get the most out of your dashboards and reports in ServiceNow, keep these best practices in mind:

• Know Your Audience: Design dashboards and reports tailored to specific roles and needs. Executives may need high-level KPIs, while IT teams may need more granular data.
• Keep It Simple: Avoid overloading dashboards with too many widgets. Focus on the most critical data.
• Use Colors Wisely: Make sure color coding is intuitive and helps with understanding trends (e.g., red for critical issues, green for on-track performance).
• Regularly Review and Update: Dashboards and reports should evolve as business goals change, so it's important to regularly update them.

 

Conclusion

Mastering ServiceNow dashboards and reports is key to unlocking the platform’s full potential for data visualization and business decision-making. This guide has provided you with the foundational knowledge to create impactful reports and dashboards, but there's always more to learn and explore.

To take your skills to the next level and see these concepts in action, make sure to check out my full course on YouTube. Click the link below to start learning today and transform the way you use ServiceNow!

[Nikhil Bajaj9]

Thanks for sharing your knowledge.

[kate247lawl]

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@BillMartin wrote:

ServiceNow is one of the leading platforms for automating IT service management (ITSM) and streamlining workflows across organizations. One of its most powerful features is the ability to create insightful dashboards and reports that help users visualize and analyze data efficiently. If you're new to ServiceNow and looking to learn how to use dashboards and reports, this guide will take you step-by-step through the fundamentals, key concepts, and best practices.

Introduction to ServiceNow Dashboards and Reports for Beginners

Dashboards and reports in ServiceNow are essential tools for visualizing data, tracking key performance indicators (KPIs), and making informed business decisions. While both serve the purpose of presenting data, they have different functions:

• Dashboards: A visual display of multiple reports and widgets in one place, providing a real-time overview of critical data.
• Reports: A detailed view of data in a specific format (tables, graphs, etc.) to help users dig deeper into trends, performance, and status.

 

Getting Started with ServiceNow Reporting

Before you can create powerful reports and dashboards, you need to understand the basics of ServiceNow reporting.

 

Accessing Reports

In ServiceNow, navigate to the Reports module to access a variety of reporting features. To begin:

• Go to the Application Navigator on the left-hand side.
• Type “Reports” in the search bar and click on View / Run or Create New to start generating reports.

 

Types of Reports

ServiceNow supports several types of reports, including:

• List Reports: Shows records from a table (e.g., incidents, changes, requests).
• Bar Charts: Displays data as bars, perfect for comparing quantities across categories.
• Pie Charts: Visualizes data as slices, showing parts of a whole.
• Line Charts: Displays trends over time, great for time-based data like service performance.
• Pivot Tables: Summarizes data across multiple dimensions (like grouping incidents by priority).
• Heat Maps: Shows intensity of data points with color gradients.

 

Building a Simple Report

To build a basic report:

1. Choose a Data Source: Select a table or a data source, like incidents, problems, or change requests.
2. Define Report Type: Pick the type of report you want to create, such as a bar chart or a list.
3. Set Filters: Add filters to refine the data (e.g., incidents from the last 30 days).
4. Group and Sort: Group data by specific fields and sort it by priorities or due dates.
5. Run and Save: Once satisfied with your setup, run the report and save it for future use.

 

Introduction to Dashboards in ServiceNow

A dashboard is essentially a collection of widgets and reports. These visual tools provide a quick snapshot of various metrics and KPIs, all from a centralized location. Dashboards can be configured for different user roles, ensuring that the data shown is relevant to each individual.

 

Accessing Dashboards

To create or view dashboards:

• In the Application Navigator, type "Dashboards" and click on Performance Analytics Dashboards or Create New.
• Dashboards are often linked to specific modules or business areas (e.g., Incident Management, Change Management).

 

Dashboard Widgets

Widgets are the building blocks of dashboards. Some common widget types include:

• Report Widgets: Displays a specific report within a dashboard.
• Performance Analytics Widgets: Shows KPIs and scorecards based on Performance Analytics metrics.
• Chart Widgets: Display data in visual formats like bar charts, pie charts, or line graphs.
• Metric Widgets: Display specific metrics like SLA compliance or response times.

 

Creating a Dashboard

Follow these steps to create a new dashboard:

1. Go to Dashboards: Access the Dashboard section from the navigator.
2. Create New Dashboard: Click Create New, and provide a name and description for the dashboard.
3. Add Widgets: Select the widget type you need and choose reports or performance analytics data to display.
4. Configure Layout: Arrange widgets on the dashboard for optimal visualization. You can resize, move, and customize the layout.
5. Set Permissions: Define which user roles can view or edit the dashboard, ensuring the right people have access to the data.

 

Advanced Reporting Features

Once you're comfortable with basic reports and dashboards, you can explore more advanced features, such as:

• Dynamic Filters: Let users filter data directly from the dashboard, enabling them to customize their views.
• Scheduled Reports: Automate report generation and delivery by setting up schedules for regular reporting (e.g., daily, weekly).
• Report Sharing: Share reports with other users by sending them links or embedding them in dashboards.
• Performance Analytics: A more advanced toolset for tracking business performance over time with KPIs and trend analysis.

 

Best Practices for ServiceNow Dashboards and Reports

To get the most out of your dashboards and reports in ServiceNow, keep these best practices in mind:

• Know Your Audience: Design dashboards and reports tailored to specific roles and needs. Executives may need high-level KPIs, while IT teams may need more granular data.
• Keep It Simple: Avoid overloading dashboards with too many widgets. Focus on the most critical data.
• Use Colors Wisely: Make sure color coding is intuitive and helps with understanding trends (e.g., red for critical issues, green for on-track performance).
• Regularly Review and Update: Dashboards and reports should evolve as business goals change, so it's important to regularly update them.

 

Conclusion

Mastering ServiceNow dashboards and reports is key to unlocking the platform’s full potential for data visualization and business decision-making. This guide has provided you with the foundational knowledge to create impactful reports and dashboards, but there's always more to learn and explore.

To take your skills to the next level and see these concepts in action, make sure to check out my full course on YouTube. Click the link below to start learning today and transform the way you use ServiceNow!

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ServiceNow dashboards and reports are powerful tools for visualizing and analyzing data. Dashboards provide real-time overviews, while reports offer detailed insights. To create effective dashboards and reports, understand your audience, keep it simple, use colors wisely, and regularly update them.

[BillMartin · Accepted solution]

thanks @kate247lawl and @Nikhil Bajaj9 for contributing.

[Nikhil Bajaj9]

Hi Bill,

As suggested- please do not mark your own replies of thanks as Solution accepted.

Regards.

Nikhil Bajaj