In a recent webinar, Robert Fedoruk, also known as "The Duke," discussed the importance of building a proactive reporting program in ServiceNow. He emphasized that effective reporting programs move beyond reactive measures to become integral in driving organizational value. The session aimed to help attendees transition from a reactive stance on reporting to a leadership role, proactively guiding their organization's reporting strategies.
Robert highlighted the importance of understanding the outcomes of processes and refining them through continuous measurement. He introduced the concept of the "Four Purposes of Reporting": managing work, maximizing good outcomes, minimizing bad outcomes, and mining insights. These categories help organizations focus their reporting efforts on what truly matters, ensuring that reports are not just created but are impactful and drive decisions.
The webinar also covered the three key personas in reporting: operators, analysts, and stakeholders. Each persona has different needs and uses reports differently. Operators focus on immediate tasks, analysts assess performance trends, and stakeholders make strategic decisions. By tailoring reports to these personas, organizations can ensure that each report serves its intended purpose effectively.
Robert stressed the significance of Performance Analytics (PA) in measuring and comparing past performance to gauge improvements or declines. PA is essential for managing performance, setting goals, and forecasting future trends. This capability is crucial for any organization aiming to scale its operations and improve processes systematically.
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