ServiceNow Weekly Analysis Dashboard

High Level Design

Overview

ServiceNow is one of the widely used IT Management systems in the world by many of the enterprise customers to have a one-stop for all their IT related activities. The major use of the application is to manage the tickets that the users create when they have an issue with their IT services or even if they want to replace any of their IT assets. Depending on the priority of the ticket or the incident, they are given an ‘expected to complete’ time-based on the Service Level Agreement (SLA).

In any organization, solving the incident before the SLA breaches is the prime responsibilities of the IT engineers who are working inhouse or the third-party company that manages the IT services/maintenance of the organization. These IT organizations also manage a lot of other applications to manage different functions of their business and there would be different teams working to making changes to the design of these applications – both frontend and backend designs.

Whenever there is a change that needs to be implemented in the Production instance of these applications, then the development team submits a change requests which would then be tested, reviewed, authorized and then implemented in the production instance by a set of admins. ServiceNow supports this process seamlessly by maintaining these stages and involving appropriate IT admins in the various stages.

Goals

To understand the current state of the different types of incidents raised by the IT users and also analyze how well the SLAs are handled by the IT agents which would give a good overview of how the team has been prioritizing and performing to the Mangers and Directors of the IT team. Also need the ability the types of change requests that need attention and are raised with the highest priority, so the business functions are not hampered by the pending change requests. This will help the various owners of the applications within the organization to take a look at this dashboard to know the weekly status.

Objectives

  • Analyze how well the SLAs are handled and have a weekly check on how many SLA breaches happen
    • Based off this, the directors could redesign the SLA hours based on the priorities
    • The high-level management can also understand if there is any agent who is continuously slacking on solving the incidents within SLA – Performance analysis
  • Study the incident distribution raised by the IT Users and understand the efficiency of the Agents team
    • The manager of the team could alter the assignment rules of the tickets to Agents based on this study
    • Also, plan with the existing manpower to close the tickets based on the tickets open more than a week
  • Ability to identify and prioritize the change requests based on the volume in each type and, figure currently in which stage, most of change requests stagnate
    • The application owners can reach out to the Admin if more tickets are being stagnated at one stage

KPIs Architecture

Objectives

KPIs

Measures

Data Source

1, Analyze how well the SLAs are handled and have a weekly check on how many SLA breaches happen

Active SLAs at Risk

count(Task) with Active = true & Active_business_elapsed is between 60% and 200%

Fact_Task_SLA

Active SLAs at Risk as % Total Active SLAs

[Active SLAs at Risk] / (count(Task) with Active = true)

Fact_Task_SLA

Active SLAs Breached

count(Task) with Active = true & Active_business_elapsed > 200%

Fact_Task_SLA

 

Active SLAs Breached as % Total Active SLAs

[Active SLAs Breached] / (count(Task) with Active = true)

Fact_Task_SLA

 

Active SLAs

count(Task) with Active = true

Fact_Task_SLA

 

Active SLAs as % of total SLAs

[Active SLAs] / count(Task)

Fact_Task_SLA

 

SLAs

count(Task)

Fact_Task_SLA

 

2, Study the incident distribution raised by the IT Users and understand the efficiency of the Agents team

 

Critical Incidents – Currently Open

count(sys_id) with Priority = Critical and Incident State = In Progress or New

Fact_Incident

Dim_Incident_State

Dim_Priority

Critical Tickets open for more than a week

count(sys_id) with Priority = Critical and Incident State = In Progress or New and Timeframe in weeks is last 2 weeks

Fact_Incident

Dim_Incident_State

Dim_Priority

Dim_Date

Currently Open Incidents

count(sys_id) with Incident State = In Progress or New

Fact_Incident

Dim_Incident_State

Currently Unassigned Incidents

count(sys_id) with Incident State = New

Fact_Incident

Dim_Incident_State

% of Critical and High priority incidents unassigned

( count(sys_id) with Priority = Critical and High and Incident State = New ) / [Currently Unassigned Incidents]

Fact_Incident

Dim_Incident_State

Dim_Priority

Dim_System_Users

This Week Closed Incidents

count(sys_id) with Incident State = Closed and Timeframe in Weeks in This week

Fact_Incident

(This week’s closed tickets) Change % from last week

 [This Week Closed Incidents] / ( count(sys_id) with Incident State = Closed and Timeframe in Weeks in This week )

Fact_Incident

Dim_Incident_State

Dim_Date

3. Ability to identify and prioritize the change requests based on the volume in each type and, figure currently in which stage, most of change requests stagnate

High Impact Change Requests

count(sys_id) with Impact = High

Fact_Change_Request

Dim_Impact

High Impact Change Requests Performed

count(sys_id) with Impact = High and Request State = Closed

Fact_Change_Request

Dim_Impact

Dim_Change_State

Scheduled Change Requests

count(sys_id) with Request State = Scheduled

Fact_Change_Request

Dim_Change_State

Authorized but not Scheduled

count(sys_id) with Request State = Authorized

Fact_Change_Request

Dim_Change_State

Active Change Requests – This week

count(sys_id) with Active = true and Timeframe in weeks = This week

Fact_Change_Request

Dim_Date

Compared to last week

 [Active Change Requests – This week] / ( count(sys_id) with Active = true and Timeframe in weeks = This week )

Fact_Change_Request

Dim_Date

Active Change Requests that fall outside Maintenance Schedule

count(sys_id) with Active = true and Outside Maintenance schedule = false

Fact_Change_Request

Active Change Requests that require CAB approvals

count(sys_id) with Active = true and CAB approval = true

Fact_Change_Request

Entities Relationship Diagram

ServiceNow Entities Relationship Diagram

Plugins & Scripts

  1. Plugin : BloX (V2.1.2)
  2. There is an image used that is available in the “Source Files” folder which needs to be pasted in the following location “Sisense\app\plugins\BloX\blox-images\IndicatorCenter” and the name of the image is “ServiceNow.png”

  3. Plugin : Custom Bar Column Chart
  4. Plugin : Style Widget Title
  5. Others: In the admin settings, the start of the week is set to be Monday

Implementation
Kit

The following resources will enable you to design your dashboard and data model with sample data and then apply it to your own data. Note that you will need to have a previously installed version of Sisense (you can use the free trial version if you’re not a customer).

Sample data and dashboard examples (direct download)

Documentation