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    Beginner’s Guide to ServiceNow Workflow Automation
    Beginner’s Guide to ServiceNow Workflow Automation
    Beginner’s Guide to ServiceNow Workflow Automation
    Ebook157 pages1 hour

    Beginner’s Guide to ServiceNow Workflow Automation

    By Business Success Shop

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    About this ebook

    Unlock the power of digital transformation with Beginner's Guide to ServiceNow Workflow Automation. This essential ebook is designed for business leaders, IT professionals, and newcomers looking to streamline processes and boost efficiency using ServiceNow's versatile platform.

    From automating repetitive tasks to creating complex workflows that span departments, this guide offers step-by-step instructions, practical examples, and expert insights. Learn how to leverage ServiceNow's robust features to enhance customer service, streamline operations, and improve productivity across your organization.

    Inside, you'll discover:

    • The basics of ServiceNow and its powerful automation capabilities.
    • How to design and implement custom workflows tailored to your business needs.
    • Tips for optimizing IT service management, HR processes, and customer service automation.
    • Real-world examples of successful workflow automation projects.
    • Best practices for avoiding common pitfalls and maximizing ROI.

    Whether you're a beginner or looking to sharpen your ServiceNow skills, Beginner's Guide to ServiceNow Workflow Automation is your comprehensive resource for mastering workflow automation and taking your organization to the next level.

    Start automating with confidence—grab your copy today!

    LanguageEnglish
    PublisherBusiness Success Shop
    Release dateNov 10, 2024
    ISBN9798230160533
    Beginner’s Guide to ServiceNow Workflow Automation

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      Book preview

      Beginner’s Guide to ServiceNow Workflow Automation - Business Success Shop

      Chapter 1: Introduction to ServiceNow and Dashboard Basics

      In this chapter, we’ll start by understanding the ServiceNow platform’s core capabilities and how dashboards fit into the larger ecosystem. We’ll discuss the basic components, explore the different types of dashboards, and get you familiar with the essential concepts you need to start creating custom visualizations.

      Overview of ServiceNow

      ServiceNow is a leading cloud-based platform that helps organizations manage digital workflows across IT, customer service, human resources, and more. It integrates seamlessly with various enterprise tools and offers a unified data model, which makes it easier to automate processes and provide end-to-end service management.

      What Are Dashboards in ServiceNow?

      Dashboards in ServiceNow are visual displays of data that provide insights at a glance. They typically consist of multiple widgets—individual components that present data in various formats like charts, graphs, lists, and gauges. The purpose of a dashboard is to help users quickly interpret key information, monitor performance metrics, and track trends over time.

      Key Components of a ServiceNow Dashboard

      To create a custom dashboard, it’s important to understand its core components:

      Widgets: The fundamental building blocks of a dashboard. Widgets can display data in many formats, such as pie charts, bar charts, scorecards, and lists.

      Data Sources: These define where the data displayed in the widgets comes from. Common data sources in ServiceNow include tables, reports, and Performance Analytics indicators.

      Layout: This defines the arrangement of widgets on the dashboard. You can customize the layout to suit the needs of your audience, whether it’s a high-level executive summary or a detailed operational view.

      Filters: Dashboards often include filters that allow users to refine the data displayed based on specific criteria (e.g., date range, department, priority).

      Sharing and Permissions: You can control who has access to your dashboard and what level of interaction is allowed (e.g., view-only or edit permissions).

      Getting Started with ServiceNow Dashboards

      To access the dashboard features in ServiceNow, navigate to the Dashboard module in your instance. From here, you can explore existing dashboards, create new ones, and manage your dashboard content.

      Creating Your First Dashboard

      To create a basic custom dashboard in ServiceNow:

      Navigate to Self-Service > Dashboards.

      Click on Create New.

      Enter a title for your dashboard.

      Define the layout and start adding widgets by clicking on the Add Widget button.

      In the following chapters, we will dive deeper into each of these steps, starting with understanding the types of data sources available and how to utilize them effectively.

      In the next chapter, we’ll explore the ServiceNow reporting ecosystem and discuss how to leverage it as the foundation for building dynamic, data-driven dashboards. Stay tuned!

      Chapter 2: Understanding the ServiceNow Reporting and Dashboard Ecosystem

      In this chapter, we will delve into the broader ServiceNow ecosystem to understand how reporting, data visualization, and dashboards are interconnected. By grasping the foundational elements of reporting in ServiceNow, you’ll be better equipped to create custom dashboards that effectively showcase the data and insights your stakeholders need.

      The Core of ServiceNow: Data Tables

      At the heart of ServiceNow’s reporting and dashboard capabilities lie data tables. Every piece of information in ServiceNow is stored in tables, which are organized collections of records with fields defining the type of data they contain. For example:

      ●  Incident Table (incident): Stores all incident records, including fields like number, state, priority, and assigned_to.

      ●  User Table (sys_user): Contains user information such as name, email, and department.

      ●  Change Request Table (change_request): Tracks changes with fields like change_number, type, status, and risk.

      Understanding these tables is crucial for building custom dashboards, as they serve as the primary data sources for your reports and visualizations.

      Reporting in ServiceNow

      The Reporting module in ServiceNow is where you create, manage, and customize reports that will be used in your dashboards. Reports are visual representations of data that can be configured with various filters, groupings, and display types. ServiceNow offers a range of standard reports, but you can also create custom reports tailored to specific business needs.

      Types of Reports

      ServiceNow supports several types of reports that you can use in your dashboards:

      List Reports: Displays data in a table format. This is useful for detailed data views.

      Pie Charts: Represents data distribution as slices of a circle, ideal for showing proportions.

      Bar and Column Charts: Used for comparing data across different categories.

      Trend Charts: Visualizes data changes over time, perfect for tracking KPIs.

      Heatmaps: Provides a graphical representation of data with color-coded values, often used for performance monitoring.

      Creating a Custom Report

      To create a custom report in ServiceNow:

      Navigate to Reports > View / Run.

      Click on Create New.

      Select a Report Type (e.g., bar chart, pie chart, list).

      Choose a Data Source (e.g., the Incident table).

      Configure the Filters to refine your data (e.g., incidents created in the last 30 days).

      Set the Display Options, such as the title, chart colors, and legend placement.

      Click Save & Run to generate your report.

      This report can now be added as a widget in your custom dashboard, allowing you to visualize real-time data in an intuitive format.

      Introducing Performance Analytics

      Performance Analytics (PA) is a premium feature in ServiceNow that offers advanced data visualization capabilities beyond standard reporting. With Performance Analytics, you can track and analyze trends over time, making it a powerful tool for measuring and improving performance.

      Key Features of Performance Analytics:

      ●  Indicators: Metrics that track specific KPIs (e.g., average incident resolution time).

      ●  Breakdowns: Dimensions that allow you to slice data for deeper analysis (e.g., by department or priority).

      ●  Scorecards: Visual displays of indicator performance over time.

      ●  Widgets: Custom components that showcase Performance Analytics data on dashboards.

      Adding Performance Analytics to Dashboards

      To add a Performance Analytics widget to your dashboard:

      Open your custom dashboard in Self-Service > Dashboards.

      Click Edit and then select Add Widget.

      Choose Performance Analytics from the widget type options.

      Select the Indicator and configure the display settings (e.g., chart type, time range).

      Save your changes and refresh the dashboard to view the new widget.

      Using Performance Analytics, you can build dynamic dashboards that not only display current data but also provide trend insights, enabling predictive analysis and strategic decision-making.

      Understanding Data Sources for Dashboards

      A data source in ServiceNow is a predefined query that pulls data from one or more tables. It defines the set of records to be included in a report or widget. You can use existing data sources or create custom ones based on your specific needs.

      Creating a Custom Data Source

      To create a custom data source:

      Navigate to Reports > Data Sources.

      Click New to create a new data source.

      Define the Name, Table, and Filters for your data source.

      Save the data source, and it will be available for use in reports and dashboard widgets.

      Custom data sources allow you to filter data precisely, ensuring that your dashboards display

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