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ServiceInsight works alongside the DataSync application and the DataSync Agent.

Leveraging the DataSync application, your data from your ServiceNow instance will be shared out to the Perspectium Integration Mesh, where the DataSync Agent will then read this data into a database.

You have the option to either use your own database (see list supported database list below) and your own self-hosted DataSync Agent, or a Perspectium-hosted option where the DataSync Agent and a cloud database (MariaDB) will be set up in the Perspectium Integration Mesh. Your integrated data will then be available to see in a supported analytics application.

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Supported Analytics Application

Tableau

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Supported Database

MySQL
MSSQL
Postgres
Oracle

Prerequisites

First, you will first need to install the Perspectium application into your ServiceNow instance by installing update sets in the following order:

Perspectium Core update set
Perspectium ServiceInsight update set

Follow the link to Install and Configure DataSync for ServiceNow.

Then, you will need a supported database and an analytics application (Tableau) installed and connected to your database.

Initial Setup

Upon the initial configurations for viewing your dashboards, you have two options:

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Option 1: Use your own database and your own self-hosted DataSync Agent

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title Set up initial configurations for an existing queue

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UI Steps
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Before you begin, make sure you have the following:
Create a ServiceNow shared queue.
Have the DataSync Agent running configured with the shared queue created above.
UI Step
In your ServiceNow instance, go to Perspectium > ServiceInsight > Setup. Then, click Start Setup.

UI Step
To select the setup type, click the Select a Setup Type dropdown and choose Use Existing Shared Queue.

UI Step
In the Select a Queue dropdown, select the queue that your Agent is currently configured to read records from.

UI Step
Under the Dashboards section, you can select which dashboard you want to use for displaying your data. To read more about what each dashboard represent, go here.
To select one or more dashboards, click the dashboard in the Available section. Then, click the right arrow to transfer the dashboard to the Selected section.

UI Step
Under the Share Options section, do the following:
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UI Step
Click the Frequency dropdown. Choose how often data should be shared from your ServiceNow instance for your selected dashboards, i.e. Hourly, Every 6 Hours, Every 12 Hours, Daily, On Demand. The value selected will be used to schedule bulk shares created as part of the ServiceInsight setup to run at the desired frequency.

UI Step
Click the Database Type dropdown and choose which database your Agent is configured to save records to.

UI Step
Click Create Shares to finish your ServiceInsight setup.

UI Step
After clicking Create Shares, you will be directed to the Overview page. Download the Tableau workbook by clicking Download Tableau Workbook.
Once the zip file is available to you, follow the steps in Set up Tableau Workbook.

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Option 2: Use

a Perspectium

a Perspectium-hosted option

(With this option, where the DataSync Agent and a cloud database (MariaDB) will be set up in the Perspectium Integration Mesh. )

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title	Set up initial configurations with a new database

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In your ServiceNow instance, go to Perspectium > ServiceInsight > Setup. Then, click Start Setup.

UI Step

To select the setup type, click the Select a Setup Type dropdown and choose Register a new Database.

UI Step

Fill all the required fields under Account Information to register your Perspectium account.

UI Step

Under the Dashboards section, you can select which dashboard you want to use for displaying your data. To read more about what each dashboard represent, go here.

To select one or more dashboards, click the dashboard in the Available section. Then, click the right arrow to transfer the dashboard to the Selected section.

UI Step

Under the Share Options section, click the Frequency dropdown.

Choose how often data should be shared from your ServiceNow instance for your selected dashboards, i.e. Hourly, Every 6 Hours, Every 12 Hours, Daily, On Demand. The value selected will be used to schedule bulk shares created as part of the ServiceInsight setup to run at the desired frequency.

UI Step

Check the agreement box if you agree to provide your account information to Perspectium for your connection to the Perspectium Integration Mesh.

Then, click Finish Setup to finish your ServiceInsight setup.

UI Step

After clicking Finish Setup, you will be directed to the Overview page. Download the Tableau workbook by clicking Download Tableau Workbook.

Once the zip file is available to you, follow the steps in Set up Tableau Workbook.

NOTE: You will also receive an email containing your Tableau workbook.

View your Data in an Analytics Application

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title	Set up Tableau Workbook

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UI Step
Open the Tableau workbook acquired from the previous step above.

UI Step

The following window will appear upon opening the workbook.

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Depending on your Tableau version, you may see the second image right away. Otherwise, click the Edit Connection to access the configuration.

Then, replace all fields with your credentials:

Field	Description
Server	Hostname or IP address of the machine where your database is running
Database	Name of the database where the tables (i.e., incident, task_sla) are replicated to
Username / Password	Credentials to login to the database

UI Step

Once you are logged in, you can start customizing the workbook.

Fields that are highlighted in blue and have a red asterisk indicate that they can be edited or changed.

In the Instance Name field, replace $REPLACE_INSTANCE with the instance name to access your instance through the ServiceNow links in the dashboard (i.e., dev12345).

Additional Configurations

If you are using Oracle as your database, you will need to do the following:

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title	Set up ServiceInsight for Oracle

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Before you proceed, make sure you have the following:

Acquire the databases.xml configuration file from Perspectium Support.

UI Steps

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UI Step

In Tableau, you will need to replace the tables in the Data Source tab. Select the schema the tables are in and drag the tables with their joint tables.

You should have the following:

Dashboard	Standalone Tables	Joined Tables
ITSM	Incident	With incident and task_SLA, do the following: Left join with NUMBER and DV TASK
HR	Sn_hr_core_case	With sys_user and sn_hr_core_profile, do the following: Left join with SYS_ID and USER
ITOM/ITAM	Cmdb_ci	With cmdb_ci and incident, do the following: Inner join with SYS_ID + CMDB_CI
CSM	Sn_customer_service_case Customer_account	With sn_customer_service_case and task_SLA, do the following: Left join with NUMBER and DV TASK

UI Step

Move databases.xml into the Agent's conf folder i.e. <Perspectium_Replicator_Agent_Installed_Directory>/conf

Then, in databases.xml, you will need to change the following values in the <database_type>oracle</database_type> section:

Old Value	New Value
NCLOB	NVARCHAR2(2000)
BINARY_DOUBLE	NUMBER(15\,2)

Snippet of databases.xml:

Code Block

<database>
	<database_type>oracle</database_type>
	<datatypes>
		<mapping sn_type="4" db_type="-5">NUMBER(38)</mapping>
		<mapping sn_type="6" db_type="6">NUMBER(15\,2)</mapping>
		
		<mapping sn_type="16" db_type="-15">NCHAR(1)</mapping>

		<mapping sn_type="91" db_type="91">DATE</mapping>
		<mapping sn_type="93" db_type="93">TIMESTAMP</mapping>

		<mapping sn_type="12" db_type="-9">NVARCHAR2</mapping>	
		<mapping sn_type="2011" db_type="2011">NVARCHAR2(2000)</mapping>
	</datatypes>
	
	<can_alter_length/>
	<column_max_size>2000</column_max_size>NVARCHAR2(2000)</column_max_type>
	<column_max_sql_type>2011</column_max_sql_type>
	.
	.
	.
	
	<column_max_type>

Content

Space Tools

Page History

Versions Compared

Old Version 50

New Version Current

Key

Supported Analytics Application

Supported Database

Prerequisites

Initial Setup

Option 1: Use your own database and your own self-hosted DataSync Agent

Option 2: Use

a Perspectium-hosted option

View your Data in an Analytics Application

Additional Configurations