You are viewing an old version of this page. View the current version.

Compare with Current View Page History

« Previous Version 15 Next »


ServiceInsight provides additional management solution by offering you a visual insight to the data you are receiving in your ServiceNow instance. With ServiceInsight, you can sign up and gain access to a variety of Tableau dashboards that display valuable key performance indicators of your data. 


Supported Analytics 

The following are the current analytics supported by ServiceInsight: 

IT Service Management (ITSM)

The IT Service Management (ITSM) dashboard is designed to showcase the performance of the Support Team and indicate whether they are meeting their SLAs to your customers. 

For access to this dashboard, you must have the following tables populated: incident  (or sn_customer_service_case) and task_sla. 

If selecting sn_customer_service_case, you must have the Customer Service Management Application installed (Customer Service Management plug-in activated).

Customer Success Management (CSM)

The Customer Success Management (CSM) dashboard allows you to monitor the surveyed health of your customers, the status of your incidents, and whether the contracted service level agreements are meeting expectations. 

For access to this dashboard, you must have the following tables populated: incident (or sn_customer_service_case), customer_account, and task_sla

If selecting sn_customer_service_case, you must have the Customer Service Management Application installed (Customer Service Management plug-in activated).

Human Resources (HR) 

The Human Resources (HR) dashboard provides an overview of the current employees and HR cases in your organization. The dashboard encompasses both company-wide and departmental KPIs including gender distribution, average time to resolve cases, and average length of service. 

For access to this dashboard, you must have the HR Application (Human Resources Application: Core plug-in activated) with the following tables populated: sn_hr_core_case, sn_hr_core_profile, and sys_user.

 IT Operations Management (ITOM) and IT Asset Management (ITAM)

The IT Operations Management (ITOM) and IT Asset Management (ITAM) dashboards provides access to an assortment of information regarding your CMDB records