Version

1.0

Date

11/10/2016

Author

Lucas
Chan
Andreassend,
Kimberley Capati, Joni
Pablo

Project Handover Document

________________________________
ServiceNow Dashboard KPI
Project

Purpose

This document intends to provide information on the current state of the ServiceNow Dashboard KPI
(SDK) project, and future tasks required for its completion.

Project Background

The KPMG IT department desires a dashboard be developed to obtain performance metrics for the
service desk in-line with the key-performance indicators (KPIs). The current reports provided
through the job management software ServiceNow are not KPI-centric. Therefore, the project
intends to address the need for more specific data. Auckland University of Technology (AUT)
students were executing the project. It has since been put on hold due to the teams time
constraints.

The service desk is a resource intended to provide internal employees with information and the
necessary support related to KPMGs products and services. Generally, a service desk assists
users by troubleshooting problems and providing guidance about a software or a computer
related product. Assistance is usually provided through various ways via phone, email, instant
messaging and in person. ServiceNow is the main job management system used by KPMGs
service desk to log and manage jobs.

Project Objectives
Objectives for the project are as follows:

Provide accurate, KPI-centric reports on service desk performance.

Establish a KPI-centric work culture.
Perform ETL (Extract, Transform, Load) process to create the First Call Fix (FCF) KPI
Dashboard.
Execute SQL Queries and use Data Integration tools (SSIS) in Visual Studio 2015.

Project Structure

Team members:
o Lucas Chan Andreassend.
o Joni Pablo.
o Kimberley Capati.
Product owner:
o Zac Bogdan.
Senior supplier:
o Brendan Marmont.

Current Project State

The project is currently in its second prototype phase, with an initial release being the next
intended phase.
Completed tasks are as follows:

Ascertained how to determine whether a ticket is a First Call Fix.

Landing table built and populated with data from ServiceNow.
Miscellaneous dimension table built and populated.
Employee dimension table built and populated.
Date dimension referenced from view.
Fact table built and populated.
View created from the fact table for use in an Excel dashboard.
Second prototype dashboard created in Microsoft Excel.

Tasks To Do
Tasks which are required for project completion are as follows:

Establish a direct link from the ServiceNow database to KPMGs database.

o This is required for real-time updates to the KPMG database.
o It is required to have the ServiceNow ODBC driver installed.
Create an SSIS package which will perform automatic Extract-Transform-Load (ETL)
procedures.
o It is recommended this be done through Microsoft Visual Studio.
Connect the database to Power BI for an initial dashboard release.

N.B SQL code used for creating and populating tables thus far will be provided.

Known Challenges

Inconsistencies with the current KPMG Employee table.

o Surrogate keys (SK) for the table were inconsistent, and as a result it was required a
copy be made of the table and a Unique Identifier column be added to use as an SK.
o Two employees found in ServiceNow data do not exist in the Employee table, and as a
result records for them were added to maintain referential integrity. These records only
feature an SK, name creation date.
o Users unique to ServiceNow data (e.g. System Administrator, ITIL User etc.) were
added as records to the Employee table for referential integrity. It is recommended that
a separate table be created for these users.
Tickets without Resolve Dates default to the year 1990 as it references the Date dimension.
o It is recommended that a different identifier be used to avoid confusion when viewing
data through the dashboard.
Inserting the correct First Call Fix state for a ticket required the creation of a temporary table.
o This table should be dropped after its use.
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