How 7 Enterprises Improved Their Reporting on ServiceNow Data

When companies want reports on ServiceNow data, they commonly ask three key questions.

• How can we view this data with an advanced reporting tool?
• How can we combine this ServiceNow data with data from other sources?
• How can we do both without crippling the performance of the ServiceNow production instance?

The companies below do so by extracting ServiceNow data to a database. They then use their preferred business intelligence (BI) tool to run reports on that data warehouse.

Here are the stories of seven enterprises who have improved their reporting on ServiceNow data. Each narrative appears alongside a video – no more than 2 minutes long – of a representative of the enterprise telling their story.

1. Advanced Reporting on Data from Both ServiceNow and Elsewhere

Company: Intermountain Healthcare
Industry: Healthcare Services
Reporting improvements:

• Better visibility by combining data generated elsewhere
• Stronger analytics (e.g., reporting on hierarchies)

For a complete view of customers and the company, it’s essential to get data from all sources. In fact, the typical enterprise creates master data from 15 sources.

For the best visibility into incidents (not to mention other desired areas for reporting), Intermountain Healthcare needed to combine ServiceNow data with call data from Avaya. By bringing this data into a local database, they were able both to have a fuller view and to run more advanced analytics – analytics that included hierarchies.

2. Better Visibility for Many Departments on 13 Million Daily Transactions

Company: ServiceNow
Industry: Technology
Reporting Improvements:

• Combining data with 10 other sources
• Making dashboard analytics available to sales, marketing, finance, and other departments

It shouldn’t be surprising that ServiceNow, the company, makes heavy use of ServiceNow, the platform. They move enormous volumes of data every day to SAP HANA databases for reporting purposes.

The result is that ServiceNow maintains 5 predictive solutions and 200 dashboards for departments such as sales, marketing, finance, HR, and customer support.

3. Giving Service Providers Insights, Improving Their Services

Company: CERN
Industry: Scientific Research
Reporting Improvements:

• Powerful analytics from within the favored BI tool
• Freeing ServiceNow production instances from performance impacts

CERN hires service providers for the service desk, along with non-IT services such as cleaning and site security. CERN analyzes the data on the quality of these services beyond the capabilities of ServiceNow reporting features.

CERN does so by extracting data from ServiceNow, moving it to an Oracle database for advanced reporting in their favored BI tool. By making insights visible to the non-IT companies they hire, they help those companies improve the services that CERN is paying for, adding value for CERN.

4. Bringing Varying Customer Insights into a Single Pane of Glass

Company: Crossfuze (formerly Virteva)
Industry: Managed Services
Reporting improvements:

• Single pane of glass for insights into customers
• Scaling without crippling the performance of ServiceNow instance

As a managed service provider, Crossfuze connects their customers’ ServiceNow instances with Crossfuze’s database. Doing so gives Matt Miller, VP of Delivery, a unified view – a single pane of glass – that lets him see all needed insights on SLAs and other metrics.

Such a setup lets Crossfuze continue functioning as the service desk for Crossfuze’s customers without crippling those customers’ ServiceNow instances.

5. “The Dashboard King” Combining Data for Actionable Insights

Company: Accenture
Industry: Managed Services
Reporting improvements:

• Creating dashboards outside ServiceNow
• Enabling hot spots, heat maps, and other intelligence

At Accenture, enterprise architect Jeff Lowenthal creates custom business processes such as financial close or HR onboarding. Often, a department at Accenture then requests that the data for such processes be available, in real time, within reports.

By exporting this data into Accenture’s data warehouse, the appropriate users can see robust reports, informed by data from ServiceNow and elsewhere within the organization.

6. Unmistakeable Intelligence Driving Pharmaceutical Decisions

Company: AbbVie
Industry: Pharmaceuticals
Reporting improvements:

• Real-world decisions arising from better data visibility
• Better efficiency, better cost savings, getting products to customers faster

AbbVie combines ServiceNow data with that of other sources – with the result that a full view gives decision-makers the needed business intelligence.

The clear insights displayed in the reports enhances the efficiency and cost savings at AbbVie, ultimately allowing them to get their products to customers faster.

7. A Managed Service Provider Un-Silos Data for Service Insights

Company: Fujitsu
Industry: Managed services
Reporting improvements:

• Historical and trend data made possible by replicating the ServiceNow data elsewhere
• Combining with data from other sources for a more complete view
• Avoiding performance impacts on ServiceNow production instances

Fujitsu connects multiple ServiceNow instances to data warehouses for reporting. By doing so, Carey Blunt, Chief Architect for Service Management Tools at Fujitsu, reaps the benefits of advanced reporting, which includes historical and trend data.

By combining the data with that of other sources and by avoiding performance impacts on ServiceNow, Fujitsu has a reliable solution for getting insights on ServiceNow data.

Maximizing the Value of Your ServiceNow Investment

When businesses unlock ServiceNow data, they maximize the value of their ServiceNow investment. Moving ServiceNow data outside ServiceNow lets companies combine the data, use advanced reporting tools, and avoid performance impacts on the production instance.

Want to learn more? To move enormous volumes of data without impacting ServiceNow performance, check out Perspectium DataSync.