Building a ServiceNow Incident Management Dashboard in a Minute

ServiceNow offers digital workflows that deliver services for better experiences to IT teams, employees, and customers across all areas of your business. In an IT service management (ITSM) workflow, an incident management product ensures streamlined service restoration and a better customer experience. In this blog article, we are going to see how to build a tracker dashboard in only a minute to monitor an incident management process and ensure continuous improvements in service with performance metrics and analytics data from a ServiceNow instance by using the ServiceNow dashboard template in Bold BI.

ServiceNow Dashboard

First of all, if you are new to Bold BI dashboards, register for a 15-day free trial on our website. At the end of the registration process, you will reach the following page view.

Dashboard List Page View in Bold BI Dashboards

Now, let’s start creating a dashboard from template.

Start from template

To choose the ServiceNow dashboard template, select the +icon in the navigation bar at the left.

Add Button

This opens a sliding panel with the following options to create a dashboard.

Create Dashboard Menu

Select Start from Template to open the Dashboard Templates page.

Dashboard Templates List

Type ServiceNow in the Templates Search box on the left. The ServiceNow dashboard templates will be displayed to the right.

ServiceNow Dashboard Templates

Loading ServiceNow dashboard template with sample data

Next, choose the preferred template from the list. If you want to preview the dashboard template with sample data, click Load with sample data. The notification banner at the top right shows the dashboard preparation progress with sample data.

ServiceNow Dashboard Template with Notification Banner Showing Progress

When the process is finished, the ServiceNow dashboard with sample data loads.

This ServiceNow dashboard focuses on tracking the incident management process through the following incident KPIs:

• Percentage of incidents created, closed, and resolved.
• Percentage of high-priority incidents resolved.
• Average time to resolve an incident
• Number of incidents created per category.

For these, the incident endpoint of the Table API is being used to fetch data. The ServiceNow Table API allows you to perform create, read, update, and delete (CRUD) operations on existing tables in ServiceNow support instances through API requests.

Endpoint: GET/now/table/incident
Use: Retrieves multiple records of the incident table.
Endpoint URL example: https://instance.service-now.com/api/now/table/incident

ServiceNow provides different types of RESTful APIs to help you collect information from your ServiceNow instance. Refer to the ServiceNow documentation to learn more about REST APIs. Bold BI supports the following ServiceNow APIs:

• Aggregate API
• Performance Analytics API
• Table API
• Service Catalog API
• User Role Inheritance API

Connecting to your own ServiceNow data

You can also visualize your own data in a template dashboard. To do so, click Connect Your Data at the top of the dashboard preview. An authorization window will ask you to provide your ServiceNow account details.

Authorization Page for ServiceNow Connection

Enter the ServiceNow domain URL, username, and password. This is needed to authorize the connection to your ServiceNow account from the dashboard. After entering the information, click Continue to initiate the process of making dashboards with your own data. Its progress is visualized through the notification banner at the top right of the current page.

ServiceNow Dashboard Preparation Progress with Own Data after Authorization

Once the preparation process is complete, the current page renders the ServiceNow dashboard with your own data. You can share this dashboard with others by enabling access permission to it for interested users, and then simply copy the URL from the address bar and share. Refer to our documentation for more details on sharing dashboards.

Conclusion

We hope this article helps you build a ServiceNow incident management dashboard using Bold BI in less than a minute. If you have any questions on this blog, please feel free to post them in the following comment section. Get started with Bold BI by signing up for a free 15-day trial and create more interactive business intelligence dashboards. You can also contact us by submitting your questions through the Bold BI website or, if you already have an account, you can log in to submit your support question.

Originally published at https://www.boldbi.com on July 19, 2019.