ServiceNow Analytics
The ServiceNow Analytics project created a data mart with reports and dashboards to optimize project, service-level, support, and effort-related decision-making and reporting for project managers and leadership.
The objective of this project is to assess the current ServiceNow platform capabilities and limitations with the goals of: streamlining data extraction from ServiceNow into a data mart, optimizing the data mart design for analytics, and building reports and dashboards in Tableau.
The ServiceNow Analytics data mart will provide managers with an accurate, robust, and intuitive data analytics solution for tracking work effort, incident and service trends, as well as project pipelines.
Goals
- Prototype and demonstrate a cloud-based data warehouse architecture
- Select a tool that simplifies the data extraction process from ServiceNow
- Provide reliable nightly data feeds from ServiceNow to the data warehouse
- Enable access to ServiceNow data mart via Tableau
- Reduced delivery time for ServiceNow analytics requests
- Provide enhanced data visualizations and metrics via reports and dashboards
Deliverables
- The project will be completed in Phases including:
- High-level Requirements
- Detailed Level Requirements
- All Testing Documentation
- Tableau Reporting Dashboards
- Training and documentation for developed dashboards
Phase 2 Milestones – Complete
| Project Pipeline Dashboard | 06/25/23 |
| Complete Clean-up Dashboard Complete | 06/25/23 |
| Incident Dashboard Complete | 07/24/23 |
| Enhancement to Phase 1 Dashboard Complete | 8/21/23 |
| Phase 2 End Date | 11/30/23 |
Phase 1 Milestones – Complete
| Project Start | 09/27/2021 |
| Proof of Concept (PoC) testing of multiple third-party DataMart tools | 11/20/2021 |
| Third-party tool evaluation complete | 05/02/22 |
| Initiation and Vendor Purchase Order (PO) complete | 07/22/22 |
| Phase 1 Dashboard complete | 12/22/22 |
| Planning and Requirements complete | 12/22/22 |
| Execution complete | 12/22/22 |
| Phase 1 End Date | 03/23 |
Project Status
- Phase 1 Completion 100%
- Phase 2 Completion 100%
Project Phase
Closed
Communities Affected
OIT Staff
Start Date
September 2021
Completion Date (Phase 2)
November 30, 2023
Key Stakeholders
- Client: OIT Leadership
- Sponsor: Sarkis Daglian
- Project Managers: Joseph Hedinger (Phase 1)
Maribel Barron Marquez (Phase 2)
Updated on
April 4, 2024