Although ServiceNow has a powerful suite of reporting tools, it’s limited in its capability of showing historical and comparative data, particularly in regards to SLAs. To support SLA reporting, an interface has been set up between ServiceNow and Qlikview. Two Qlkiview report sets have been created that show SLA achievement, a high level “Director’s Report” and a “Monthly Team Report”, which breaks down the data according to teams, individuals, categories, priorities and more. An additional report has been created specifically around Presessional student data.
These reports are directly accessible within ServiceNow under the Reports menu item or by typing “Qlikview” in the menu search. Using the Qlikview capabilities of filtering and drilling down into the charts, these reports are powerful tools to gain an overview of SLA attainment. Further development is planned for these and other reporting tools so if you have any ideas or queries, please let Service Management know.