ServiceNow Academy

Reporting and Performance Analytics

ServiceNow Academy: Reporting And Performance Analytics

Table of Contents

1. Reporting 3

2. Performance Analytics 4

3. Reporting vs Performance Analytics: When to use what 5

4. itCORe 6

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ServiceNow Academy: Reporting And Performance Analytics

1. Reporting

ServiceNow Reporting helps you instantly retrieve and share up-to-date information, e.g. “How many
changes were created last week?”

Use global predefined If none of the predefined Schedule, share and

reports to visualize data reports meet your needs, export reports as needed
across different IT processes create your own custom
reports

Choose from a range of Add reports on home page Access real-time data
report types, including lists, and dashboards
charts, geo maps, scores,
or calendar based views

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ServiceNow Academy: Reporting And Performance Analytics

2. Performance Analytics

ServiceNow Performance Analytics helps Roche to monitor data and trends over a period of time
to gain useful insights. For example, Change Managers can answer questions like “What was the
average age of open changes over the last 12 months?” to determine how to optimize the process
in their organization.

Use global predefined Use KPIs, filters and

dashboards to anticipate drill-downs to drive
trends performance improvement

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ServiceNow Academy: Reporting And Performance Analytics

3. Reporting vs Performance Analytics: When to use what

Depending on what you need, you can use Reporting or Performance Analytics capabilities.

Reporting Performance Analytics

View basic reports

Get real-time data

Create your own ad-hoc reports

View Key Performance Indicators (KPIs)

Access dashboard with trends

Add reporting & analytics widgets on home

page and dashboards

Table 1 - When to use what

Additional information:
FAQs - ServiceNow Reporting

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ServiceNow Academy: Reporting And Performance Analytics

4. itCORe

What it is The itCORe dashboard is an external

measurement tool connected to ServiceNow.

Purpose It is used by Group Informatics to enable

managers of process performers to evaluate how
well their teams are adopting and performing the
global IT processes.
It also helps Global Process teams to understand
how well the global IT processes are working and
where improvements may be needed.

How it differs from ServiceNow itCORe includes selected, most critical indicators
Analytics presented in different views, e.g., organizational
roll-up view based on Groups, whereas
ServiceNow Performance Analytics offers metrics
that are more informative in nature.

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ServiceNow Academy: Reporting And Performance Analytics

Additional information (including FAQ, manual,

KPI definition):
itCORe site