ServiceNow – The Platform of Platforms

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ServiceNow is one of the most innovative companies in the world alongside giants such as Tesla, Salesforce and Amazon AWS, according to Forbes. With Enterprise Service Management (ESM) solutions, it specializes in end-to-end process digitization and automation. Its cloud-based workflow automation (SaaS) platform enables organizations to improve operational efficiency by simplifying and automating work, projects and routine tasks.

Companies using ServiceNow are able to implement self-service capabilities for all users (employees and customers) and automations in service operations, allowing users to manage projects, teams and customer interactions through a variety of applications and plugins.

ServiceNow portfolio

Information Technology Services Management (ITSM)

ServiceNow IT Service Management (ITSM) helps companies accelerate their digital transformation by enabling services to their end users wherever they are, whenever they need it, and from whatever device they have.

Information Technology Business Management (ITBM)

ITBM (Information Technology Business Management) is a set of workflows and tools to efficiently develop, deliver and manage IT-focused services.

Customer Service Management (CSM)

Customer Service Management (CSM) is a set of workflows and tools to efficiently supervise and track all interactions with a company's customers with the goal of comprehensively managing the customer experience (CX).

Information Technology Asset Management (ITAM)

ITAM (Information Technology Asset Management) is a set of business practices and tools to optimally support the lifecycle management of IT assets with ITAM's goal of helping organizations manage their IT hardware and software inventory. most effectively.

Human Resource Services (HRSD)

HR Service Delivery (HRSD), also known as Rh Service Delivery, is a best practices approach to automating and standardizing HR processes within your organization that enables organizations to deliver immersive, holistic HR services to employees.

Software Asset Management (SAM)

How the platform integrates with ITAM

Software Asset Management (SAM) is a set of business practices and strategies to optimally manage the acquisition, use, and maintenance of the software lifecycle that enables organizations to create an accurate system of record for all of their assets. software.

As Software Asset Management is our life, our specialty, we decided to further detail the features of Service Now SAM Pro.

  • Software reconciliation for compliance

Automated license reconciliation keeps license positions accurate and up-to-date without manual calculations. Reconciliation can be weekly, monthly or on demand.

  • Optimization and removal of software installation

You can optimize your environment by recovering unused software as well as removing software unauthorized.

  • Analysis and reporting solutions for software asset management professionals

Analytics and reporting solutions contain pre-configured dashboards. These dashboards contain management data views that help improve your business processes and practices.

  • SaaS License Management

Use the ServiceNow SaaS License Management app to view saas license usage data and immediately recover underutilized licenses

  • Software overspend detection

Use the ServiceNow Software Spend Detection application to track, analyze and optimize software spend from imported financial data.

  • Software Asset Management Administration

Software asset management administration tasks include adding desktop access remotely, custom product registrations, normalization, and standards maintenance.

  • Domain Separation and Software Asset Management

This is an overview of domain separation in Software Asset Management. With domain separation, you can separate data, costs, processes, and administrative tasks into logical groupings called domains. You can then control various aspects of this separation, including which users can see and access data.

ServiceNow can integrate with other tools easily. For example, users can perform tasks VMware inside the interface and easily integrate with the Snow Software for Software asset management. ServiceNow also provides an app store (marketplace) of third-party tool offerings.

Key Benefits of ServiceNow

Automates routine processes – ServiceNow streamlines employees' daily workload by automating routine tasks, significantly reducing time spent on administrative work.

Automatically assign and prioritize work – ServiceNow automatically assigns and prioritizes incoming work requests based on agent availability, capacity, and skill level.

ServiceNow platform maintains clear visibility to stakeholders – ServiceNow provides a single platform for transparency and collaboration across all projects – maintaining clear visibility to all your company's stakeholders.

Consolidate systems on a single architecture – ServiceNow's integrations and flexibility allow your business to consolidate multiple IT systems onto a single platform – an advantage in today's connected workplace.

Products and Features

ServiceNow products offer a service-based model that can help users identify the root cause of problems they encounter, as well as help them fix issues with self-service. The service model appears as the tasks, activities and processes of the ServiceNow products, separated by cloud services. Altogether, they are supervised as part of a comprehensive managed workflow that supports features such as real-time communication, collaboration and resource sharing.

ServiceNow has service management solutions for the following verticals:

  • Health
  • Financial services
  • Government
  • manufacturing
  • telecommunications
  • education

ServiceNow Cloud Services

The cloud services offered by ServiceNow include a set of products that allow users and businesses to operate using serverless computing. Cloud offerings include five common business categories: Security, Customer Service, IT, HR and Business Applications.

“Make the work flow better, regardless of the circumstances. So employees can be productive wherever they are. And customers can have what they need, when they need it.”

Integrations – Tableau Desktop

We describe how to connect the tableau to ServiceNow IT Management Service (ITSM) and how to configure the data source.

Before you begin, collect this connection information:

  • ServiceNow instance you want to connect to: cloud-based or on-premises
  • Username and password for a local ServiceNow account

connection requirements

To connect Tableau to ServiceNow, make sure the following requirements are met:

  • Use a local ServiceNow account. The ServiceNow API does not support single sign-on (SSO), so the Tableau connector can only authenticate using a local ServiceNow account. For more information, see Use a local ServiceNow account.
  • Have the correct permissions. Access control lists (ACLs) must provide the user with the necessary permission to access data. For more information, see Troubleshoot data accessing.
  • On site, CORS is configured. Before connecting to a local ServiceNow instance, you must configure CORS for Tableau in ServiceNow. For more information, see Configure CORS for Tableau in ServiceNow in the Tableau Community.

Connect and configure the data source

  1. Start Tableau and under Connect, select ServiceNow ITSM. For a complete list of data connections, select Most, in to a server. Then follow these procedures:
  2. Select Instance location: cloud based or locally.
  3. Enter your ServiceNow instance, username and password for a local ServiceNow account.
    Observation: when selecting locally, you must enter a complete URL for the ServiceNow instance.
  4. Select first: login.
  5. After Select Filter type: Relative date range or fixed date range and then select or specify the range.
  6. Lastly: Select Connect.
    If Tableau can't make the connection, make sure your credentials are correct. If you still cannot connect, your computer is having trouble locating the server. Contact your ServiceNow or network administrator.
  7. On the data source page, do the following:
  8. (Optional) Select the default data source name at the top of the page, then enter a unique data source name for use in Tableau. For example, use a data source naming convention that helps other users of the data source deduce which data source to connect to.
  9. In Table, select a table and drag it to the top of the screen.
  10. Select the spreadsheet tab to start your analysis.
    After selecting the sheet tab, Tableau imports the data by creating an extract. Note that Tableau Desktop only supports extracts for ServiceNow. You can update the data by updating the extract. For more information, see extract your data.
    Creating extracts can take some time, depending on the amount of data included.

Use Dashboard Starters

You can use a Basic Dashboard Template to quickly create dashboards tailored specifically for key business metrics in Tableau Desktop and Tableau Online. For more information, see Dashboard Starters for Cloud-Based Data

Main considerations

ServiceNow implements account access permissions

ServiceNow accounts with the role of Administrator can retrieve encrypted password values in the Users table. This file will be null for accounts with lesser permissions. Since ServiceNow implements the access permissions assigned to the account, be aware that there may be other sensitive fields in the data that an Administrator can access.

Unsupported custom tables

The Tableau Connector for ServiceNow ITSM supports the ITSM service, which does not include custom tables.

ServiceNow provides table names

When viewing tables in the Tableau connector, they are labeled according to the ServiceNow label, not the table name. For example, the table “sys_user_role” is shown by its label, “User Role”. This label is determined by the ServiceNow connector.

Display value fields are not included in the data source

When connecting to a table that contains fields with display values (fields prefixed with dv_), they are not included when creating a data source. You can add display values by joining the appropriate related tables that contain those values.

Use a local ServiceNow account

You must use a local account to connect Tableau to your data. If you do not have a local ServiceNow account, we recommend that you ask your administrator to implement one of the following solutions:

  • Create a local account and share it.
  • Create a local account and share it temporarily, long enough to extract the data and publish it to Tableau Online or Tableau Server. Then the administrator can save the new password and schedule updates.
  • Create a local account on a non-production (“staging”) instance and use it to create a data source. Provide the data source to the administrator to edit the connection and point to the production instance, publish the data source to Tableau Online or Tableau Server, and schedule data updates.
  • Ask the administrator to publish the data sources you need.

Date range selections can affect performance

When applying a data filter, it is tempting to collect as much data as possible during an analysis; however, retrieving records from ServiceNow ITSM can take time. Tableau doesn't know how much data is in a specific date range until it retrieves the data. For this reason, you must first narrow the date range and then expand it after evaluating performance. Data filters are applied to these tables: metric_instance, change_request, incident, task, problem.

To give you a general idea of how long it might take to retrieve data from ServiceNow ITSM, tests were conducted using a high-speed connection. This table shows how long it took to retrieve a given number of records in a test environment.

Number of recordsRecovery time
1.00011 seconds
10.0002 minutes
100.00018 minutes

Troubleshoot data accessing

For ServiceNow ITSM users

If you encounter an error when trying to access data, for example, “You are not authorized to access this feature.,” contact your ServiceNow administrator.

For ServiceNow administrators

ServiceNow uses access control lists (ACLs) to specify who accesses which data. The default permissions that are often set for ServiceNow fulfillers populations are well suited for Tableau users to access content they need to parse from ServiceNow ITSM data.

Tableau users need access to metadata about tables in ServiceNow, which is available in the following tables:

  • sys_dictionary table (column metadata)
  • sys_db_object table (metadata about tables)
  • sys_glide_object table (metadata about field types)

If a Tableau user is unable to access ServiceNow ITSM data, ensure that the ACLs give the user read access, at both the table level and the field level, to the tables above and that there are no scripts blocking access.

To allow access to the metadata tables, as a best practice, consider creating a role with the ACLs needed to access the metadata tables and then assigning the role to a group of Tableau users. And then you can assign Tableau users to the group so that users can access the data they need for analysis in Tableau.

For information on creating an ACL, see the ServiceNow access control list rules on the ServiceNow website.

company history

ServiceNow was founded in 2004 by Fred Luddy at the company's headquarters in Santa Clara, California. He created a workflow system largely based on cloud forms.

In 2005, with a very small number of customers, ServiceNow created its first catalog of limited services.

As early as 2006, the company expanded internationally and created its first cloud-based orchestration platform.

Therefore, in 2016, the company received FedRAMP certification through the Federal Risk and Entitlement Management Program, meaning it meets security expectations for products built inside the cloud.

Did you know that 4Matt Tecnologia is a ServiceNow partner specialized in ITAM and ITOM? Contact us

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