Organizations frequently struggle to drive action from their reporting with ServiceNow data. This is critical because you should be investing in ServiceNow reporting to make your decisions quicker and more accurately. Oftentimes the reason these efforts don’t drive action is simply because the ‘Why it Matters’ doesn’t click with the intended audience.

Below, we’ll uncover how many people are using their ServiceNow data today and then take a look at how they can take leaps forward by simply changing their thought process while creating content with their ServiceNow data.

Traditional Reporting

What people are generally used to with reporting is sort of like pulling a state of a process area within ServiceNow. For example, you might be asked to tell leadership how many duplicate CI’s you have on a monthly basis. Or possibly asked to report how many P1 incidents were opened last month.

While this type of reporting is important, it’s incomplete. Unless you inherently have a great understanding of your environment, what do these numbers really mean? 10 P1 incidents in a month might be great for one organization, but absolutely devastating to a different one. To improve what you’re doing with your ServiceNow data you have to help the audience by telling a complete story.

Translate to Why it Matters

Let’s say I’m the ServiceNow platform owner trying to decide if we should invest in improving our CMDB and one of my teammates gave me a report saying we only had 1,000 duplicate CI’s, I’d probably say, “Okay, great... I think?” If you wanted to get me to make a go/no go decision on increasing our spend with Discovery, Service Mapping, adding a new team member, etc. you’d have to give me more than that.

Taking the leap from reporting to intelligence with your ServiceNow data will help you communicate what it all means. You have all of this related ServiceNow data at your disposal, but the separate processes are oftentimes reported on in separate silos. Why not find ways to tell leadership how the health of our CMDB is affecting our bottom line?

If my teammate from the earlier example came to me and said, “We have 1,000 duplicate CI’s and those have accounted for 272 incidents, 9 of which were P1, 4 problems, and an estimated impact of $137,500” you’d get my attention. That would help me build a pretty easy business case to invest in improving the state of our CMDB.


Advancing from reporting to intelligence is largely an exercise in thought process. If you can train yourself to think a step further with every report you create, you’ll certainly make a greater impact in your organization and get more value out of ServiceNow.

February 5, 2019

Mitch Stutler

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