ServiceInsight works alongside the DataSync application and the DataSync Agent. Leveraging the DataSync application, your datas from your ServiceNow instance will be shared out to the Perspectium Integration Mesh. The DataSync Agent will then read the data from the Integration Mesh into a database. You have the option to either use your own database (see list supported database list below) and a 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 Perspectium's supported analytics application.
Supported Analytics Application
- Tableau Desktop License
Supported Database
- MySQL
- MSSQL
- Postgres
- Oracle
Prerequisites
First, you will first need to install 2 Perspectium update sets to your ServiceNow instance in the following order:
- Perspectium Core update set
- Perspectium ServiceInsight update set
Follow the link to Get Started with DataSync for ServiceNow.
After the DataSync application is installed, you will need to create a ServiceNow shared queue.
Have the DataSync Agent running configured with the shared queue created above.
Lastly, you will need a supported database and an analytics application installed.
Procedure
To setup ServiceInsight to your ServiceNow instance, follow these configurations:
NOTE: If you already have a DataSync Agent running in your local environment, follow Set up initial configurations for an existing queue. Otherwise, if you do not have a database setup or have a running DataSync Agent, follow Set up initial configurations with a new database.
Access Setup
In your ServiceNow instance, go to Perspectium > ServiceInsight > Setup. Then, click Start Setup.
Select Setup Type
To select the setup type, click the Select a Setup Type dropdown and choose Use Existing Shared Queue.
Select queue
In the Select a Queue dropdown, select the queue that your Agent is currently configured to read records from.
Select dashboard
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.
Configure share options
Under the Share Options section, do the following:
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.
Click the Database Type dropdown and choose which database your Agent is configured to save records to.
Create Shares
Click Create Shares to finish your ServiceInsight setup.
Download Tableau Workbook
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.
Access Setup
In your ServiceNow instance, go to Perspectium > ServiceInsight > Setup. Then, click Start Setup.
Select Setup Type
To select the setup type, click the Select a Setup Type dropdown and choose Register a new Database.
Fill the account information
Fill all the required fields under Account Information to register your Perspectium account.
Select dashboard
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.
Configure share options
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.
Finish setup
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.
Download Tableau Workbook
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.
Access workbook
Open the Tableau workbook acquired from the previous step: Getting started with ServiceInsight.
Configure authorization
The following window will appear upon opening the workbook.
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 |
Customize workbook
Once you are logged in, you can start customizing the workbook.
Fields that are highlighted in blue and red asterisks 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).
