ServiceNow: indicator to define my chart for a report management

Indicators define a performance measurement taken at regular intervals of a business service, an activity, or organizational behavior. It collects data to monitor controls and risks, and collect audit evidence. To resume, it will allow me to control how I want to create and to display my charts.

To get better details, I need to link my indicator with a breakdown, if I don’t do that, I just get an overall view. For instance, a total number of resolved problem tickets by workgroup (indicator with breakdown) and a total number of resolved problem tickets (indicator without breakdown). To know more about breakdowns, read ServiceNow: breakdown to group/filter data for a report Management.

Amongst the indicator, there are formula indicators. Those formula ones are very useful, above all, to calculate the resolution rate for instance so with those kind of indicators, I can get more results to be displayed into a chart. To know more about formula indicators, read ServiceNow: formula indicator to define my chart for a report management. To create an indicator, follow those steps:

  • 1. Go to “performance analytics -> indicators -> create new”
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    a. In the “general” view
    • i. Indicator name: put a name
    • ii. Description: put a description
    • iii. Direction: select the needed option
      NOTE: minimize to display larger tiles for large value and maximize is the opposite. For example, the goal of risk is to minimize the risk, so minimize will be selected so that higher risk scores appear more prominently in larger tiles.
    • iv. Unit: select number, percentage, etc about how I want to display the data
    • v. Group: if I have an indicator group, I put its name here so this indicator will put inside the group
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    b. In the “data source” view
    • i. Indicator source: select the source
    • ii. Aggregate: select how to value the data (count, sum, etc.)
    • iii. Filtering options will appear only based of the indicator source
    c. In the “breakdowns” view
    • i. Breakdown options will appear only based of the indicator source
      1. If none, create one and linked to it
      2. If some, select breakdowns to link to this indicator
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    d. In the “data collection” view
    • i. Job: select the job
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    e. In the “widgets” view
    • i. Time series widget: if I want my chart to show daily, weekly, monthly or yearly, select this option
    • ii. Last score widget: if I want my chart to show numbers, percentage, etc, select this option
    • iii. Put the widgets on a new tab on dashboard: put the dashboard name where I want to have this indicator
    • iv. New tab name: put a name
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    f. In the “summary” view
    • i. Just displaying a resume:
      1. If I am satisfy, click “apply”
      2. If I am not, I can click directly in the view where I want to change
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  • 2. Now do one of the 2 options:
    a. If not into an indicator group, go to “performance analytics -> indicators -> automated indicators”
    • i. Search for the indicator
    • ii. Open it to fill the other optional fields not displaying during the creation
    • iii. Click “update” if I do some changes
    NOTE: if I want to put it inside a group, in the top, in “add indicator groups”, I put the group name, a list will appear and I select from this list then press “ENTER” in the keyboard. If I don’t select it from the list, it will not work.

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    b. If into an indicator group, go to “performance analytics -> indicators -> indicator groups”
    • i. Search for the group where I put the indicator
    • ii. Search for the indicator
    • iii. Open it to fill the other optional fields not displaying during the creation
    • iv. Click “update” if I do some changes

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