Northcraft Analytics provides business intelligence applications for IT. ServiceNow, SolarWinds, BMC Remedy ITSM, IBM Netcool and more.

E-Mail: info@northcraftanalytics.com Phone: (800) 565-1375

How to Build a Basic Request Management Dashboard for PowerBI

Last modified: November 23, 2019
You are here:
Estimated reading time: 4 min


How to Build a Basic Request Management Dashboard for PowerBI


In this article, we will go through the process of building a report for request management analysis in ServiceNow. The report will be fully dynamic and interactive, and at the end we will create a Treemap to help highlight different data elements.

To learn more about Northcraft, take a look at our Resources page.

This video provides step-by-step instruction, or you can follow the steps listed here.

Step 1: To begin, select your multidimensional database (MDB)

Step 2: Select the ‘SRM – Service Request Management’

Step 3: Click ‘OK’ to import the data

KPI

Step 4: To start building our live report, select the search bar and type in ‘percentage of service requests received by self service’

Step 5: Now under the ‘Percentage of Service Requests Received by Self Service’ KPI, select the ‘Value’ field

Step 6: Also select the ‘Goal’ field

Step 7: Now change the widget type by selecting ‘KPI’ under ‘Visualizations’

Step 8: Select the search bar again, delete our last query and type in ‘time – opened date’

Step 9: For this example, we’ll be examining the data by quarter, so select the ‘Quarter’ field to bring it in to the KPI

Step 10: Select the search bar and clear away our last query

Card

Step 11: Now select ‘Card’ from ‘Visualizations’

Step 12: Select the search bar and type in ‘service requests total’

Step 13: Now select the ‘Service Requests Total’ field to bring it into the card

Slicer

Step 14: Now under the ‘Visualizations’ section select ‘Slicer’

Step 15: Select the search bar, delete our last query and type in ‘date.value’

Step 16: Select the ‘Date.Value’ field under ‘Time – Opened Date’

Step 17: Now we’ll add another card, so select the search bar, delete the last query and type in ‘average time to close service request’

Step 18: Select the ‘Average Time to Close Service Request’ field under ‘Performance Metrics’

Card

Step 19: Now select ‘Card’ under ‘Visualizations’ to change the widget to a card

Step 20: Now we’ll spend a bit of time formatting the report, as it makes more sense intuitively to have the cards next to each other

Line and clustered column chart

Step 21: Next, select the ‘Line and clustered column chart’ under ‘Visualizations’

Step 22: Now select the search bar, delete the last query, and type in ‘service requests total’

Step 23: Select the ‘Service Requests Total’ field

Step 24: Go to the search bar again, delete our last query, and type in ‘contact type’

Step 25: Select the ‘Contact Type’ field to add it to the chart

Step 26: Now select the search bar, delete the last query, and type in ‘average time to close service request’

Step 27: Click and hold on the ‘Average Time to Close Service Request’ field under ‘Performance Metrics’

Step 28: Drag the field over to the section labeled ‘Line Values’ to add a line to the chart

Step 29: Now our chart is Average Time to Close measured against the Total Service Requests, but we’re going to change that. Delete ‘Contact Type’ from under the ‘Shared axis’ section

Step 30: Also delete ‘Service Requests Total’ from under the ‘Column values’ section

Step 31: Click on the search bar, delete our last query, and type in ‘requests received by self service’

Step 32: Select the ‘Service Requests Received by Self Service’ to add it to the chart

Step 33: Now select the search bar again, delete the last query, and type in ‘time – opened date’

Step 34: Select the ‘Quarters’ field to keep it consistent with our KPI from earlier

Table

Step 35: So here we see there’s an inverse relationship between the number of requests received and the amount of time before a request is completed. To show this more in depth, let’s include a table with more fields in the report. Select ‘Table’ from under ‘Visualizations’

Step 36: Select the search bar, delete our last query, and type in ‘number’

Step 37: Click on the ‘Number’ field to add it to the table

Step 38: Now click on the search bar, delete the last query and type in ‘opened time’

Step 39: Select the ‘Opened Time’ field to add it to the table

Step 40: Click on the search bar, delete the last query, and type in ‘priority’

Step 41: Scroll down a bit and select ‘Priority’ under ‘Summary Information’

Step 42: Now select the search bar again, delete the last query, and type in ‘contact type’

Step 43: Select the ‘Contact Type’ field

Step 44: Now select the search bar, delete the last query, and type in ‘business duration’

Step 45: Select the ‘Business Duration’ field

Treemap

Step 46: For the last widget, we’re going to use a Treemap, which will allow us to select and examine parts of the data more closely. Select ‘Treemap’ from under ‘Visualizations’

Step 47: Select the search bar, delete the last query, and type in ‘service requests received by self service’

Step 48: Select the ‘Service Requests Received by Self Service’ field to put it in the Treemap

Step 49: Now select the search bar, delete the last query, and type in ‘transferred to ci’

Step 50: Select the ‘Transferred to CI’ field to add it to the Treemap

Step 51: Now, it’s very useful to see this largest number of service requests but it is obscuring the rest of the Treemap, so we’ll take it out. Right click on the largest rectangle

Step 52: Select ‘Exclude’

Step 53: Now we can select individual parts of the Treemap to see them highlighted in the rest of the report

Step 54: Now we can see the results highlighted in the report. To return the chart to normal, you can simply click on the highlighted part of the Treemap again

 


Support Information


Support by website

You can obtain technical support from Northcraft Analytics 24 hours a day, 7 days a week at https://northcraftanalytics.desk.com. From this website, you can:

  • Find the most current information regarding Northcraft Analytics products.
  • Manage your account information
  • Upload documents for content sharing exchange.
  • View shared documents from other users.
  • Order or download product documentation.
  • Download products and maintenance releases.
  • Report an issue or ask a question.

Support by telephone or email If you need technical support either by phone or email:

Call (+1) 800 565 1375

or by email using:

support@northcraftanalytics.com

 

Every effort has been made to make this as complete and as accurate as possible, but no warranty or fitness is implied.

The information is provided on an “as is” basis. The author and Northcraft Analytics, LLC, shall have neither liability nor responsibility to any person or entity with respect to any loss or damages arising from the information contained in this manual or from the use of the discs or programs that may accompany it.

Copyright © 2010 Northcraft Analytics LLC. All Rights Reserved.

Was this article helpful?
Dislike 0
Views: 64