ServiceNow

by Tableau

Free

Description

The Tableau Accelerator for ServiceNow gets you quickly to data-driven insights for Service Desk backlog and performance. Managers and leaders can use this Accelerator to better understand overall Service Desk effectiveness to improve customer satisfaction.

Answer key business questions

  • Which cases are currently open?
  • How effective have we been in closing cases?
  • What is the performance of our agent groups?
  • What types of cases are created the most?
  • Who handles cases the most?
  • How long does it take to close cases?
  • How many users are we servicing?

Monitor and improve KPIs

  • Open Cases
  • Open Cases Duration Time (min)
  • High Priority Open Cases
  • Closed Cases
  • Resolution Duration (min)
  • Created Cases
  • Users
  • Assignees
  • Incidents
  • Requests
  • Closed Cases per Assignees
  • Created Cases per User

Required attributes

  • Case # (string) ← [INCIDENT.NUMBER | SC_REQUEST.NUMBER]
  • Case Description (string) ← [INCIDENT.SHORT_DESCRIPTION | SC_REQUEST.SHORT_DESCRIPTION]
  • Open Date (datetime) ← [INCIDENT.OPENED_AT | SC_REQUEST.OPENED_AT]
  • Close Date (datetime) ← [INCIDENT.CLOSED_AT | SC_REQUEST.CLOSED_AT]
  • Case Category (string) ← [INCIDENT.CATEGORY]
  • Case Priority (string) ← expected values: 'High', 'Medium', 'Low' [INCIDENT.PRIORITY | SC_REQUEST.PRIORITY]
  • Case Type (string) ← 'Incident', 'Request' (calculated field)
  • User: Caller or Requestor (string) ← [INCIDENT.CALLER_ID to SYS_USER.USER | SC_REQUEST.RESQUESTED_FOR to SYS_USER.USER]
  • State (string) ← expected values: 'Open', 'Close', 'On-hold' [INCIDENT.INCIDENT_STATE | SC_REQUEST.REQUEST_STATE]
  • Assigned To (string) ← [INCIDENT.ASSIGNED_TO | SC_REQUEST.ASSIGNED_TO to SYS_USER.USER]
  • Assignment Group (string) ← [INCIDENT.ASSGNMENT_GROUP | SC_REQUEST.ASSGNMENT_GROUP to SYS_USER_GROUP.GROUP]

Partners of Choice

Our top consulting Partners may be able to help you customize this Accelerator for your own business needs.

  • InterWorks - Tableau expertise from 8X Partner of the Year
  • IBM - Global Salesforce and Business Expertise
  • CoEnterprise - Deep Customer and Vendor insights with Tableau

Tech Specifications

Supported Layouts

Works with

Tableau 2018.2 and later

Security and Legal

Accelerator