LAB1614_Raghavan_ServiceNow_Knowledge_19_final_presentation.pdf

Analyzing hierarchical
data in ServiceNow
Performance Analytics,
ServiceNow
Ramya Raghavan Pieter Goris
Performance Analytics,
ServiceNow

2 © 2019 ServiceNow, Inc. All Rights Reserved.
Safe harbor notice for forward-looking
statements
This presentation may contain forward-looking statements. These statements are
intended to be covered by the safe harbor provisions contained in the U.S. Private
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of ServiceNow and are based on current information available to the company as of
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that exist after the date on which they were made. The forward‑looking statements in
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the company’s financial and other results is included in the filings we make with the
Securities and Exchange Commission from time to time, including those discussed in
our most recent Annual Report on Form 10-K. The information in this presentation on
new offerings, features, or functionality is intended
to outline our general product direction and should not be relied upon in making a
purchasing decision.

Lab instructions
https://developer.servicenow.com/app.do#!/event/knowledge19/LA
B1614
* You can access the Online Guidebooks
in the Knowledge 19 mobile app.
SSID: Knowledge2019 Password: #digitize
http://clabs.link/lab1614a Password: lab1614a-xxxx#K19
• Online Guidebook*
• Instance Registration
• Wi-Fi
• Gurus

B&B Menu Items

B&B combo menu

Beverly
Hills
Long
Beach
USA
Texas
Californi
a
San
Francisco
Los
Angeles

What you will learn today …
1 2 3
Manage your data to
produce information
that gives you insights
on improvement
opportunities
Techniques to display
hierarchical data
through an easy
navigation
Securing your
breakdown elements

Experience: 6+ years of experience with ServiceNow, 11+ years of experience
in quality engineering
Expertise: ITSM, Performance Analytics and Reporting
Current projects: Ensure the quality of deliverables on Performance Analytics
and reporting
Speaker introduction
Name: Ramya Raghavan
Title: Performance Analytics
Function: Staff Software QA Engineer
Company: ServiceNow

Speaker introduction
Experience/expertise: Working in the ITIL, ITSM-tooling and Reporting and Analytics space
for more than 20 years. With ServiceNow in the Performance Analytics and Reporting business
unit for 5 ½ years.
Achievements: Help the Performance Analytics solution grow from zero customers to multi-
thousand customers.
Current projects: Operating in the Performance Analytics and Reporting business unit in
various functions related to knowledge transfer and enablement, both the internal and the
external eco-system.
Name: Pieter Goris
Title: Analytics Solution Advisor
Function: Product Management
Company: ServiceNow

Exercises
Breakdown Matrix
1
Breakdown Rollups
2
Breakdown Relations
3
Breakdown Element Security
4
Online Guidebook: http://DevCenterLink (expanded in case it’s a long URL)

Breakdown Matrix

Breakdown matrix and breakdown exclusion
• Breakdowns allow for a more detailed
analysis of an indicator score
• When drilling into a breakdown, a second
level breakdown becomes available if the
breakdown matrix is activated
• On the second level breakdown, no
additional breakdown levels are available
• The breakdown matrix is 2-dimensional
• Any combination of breakdowns can be in the
matrix, including combinations that provide
little or no information
• Exclude breakdown combinations that are not
useful: they just clutter the analysis and
diffuse focus

Why breakdown matrix / breakdown matrix
exclusion?
What
Why
Use cases
• Slice and Dice: detailed analysis with two levels of
breakdowns
• Exclude the matrix for a combination of two breakdowns for
an indicator
• Find the opportunities for improvement
• Efficiently manage data, don’t clutter the analysis with non-
useful data and miss the opportunities
• State and Assignment Group
• Country and region, Assignment Group and Caller Department

Lab exercise
In this exercise we demonstrate how to activate the Breakdown Matrix and hos to create an
exclusion for a specific combination of breakdowns.
Steps:
• Add a breakdown to an indicator
• Enable the breakdown matrix for the indicator: activate second level breakdown for all
breakdowns
• Configure a breakdown matrix exclusion for two breakdowns (Category and Sub-
Category) to exclude the second level breakdown.
Introducing Manage Breakdowns to easily link breakdowns to the indicators
Result
Exclude the breakdown Sub-Category when you select an element from breakdown Category
and vice versa.

Exercise 1
Using the Breakdown Matrix

Breakdown rollup

U.S.A(0)
Texas(0)
California(
0)
Los
Angeles
area (0)
Beverl
y Hills
(50)
Long
Beach
(35)
San
Francisc
o area
(0)
San
Mateo
(14)
Alameda
(46)
Without rollup

U.S.A(36
5)
Texas(105
)
California(1
45)
Los
Angeles
area (85)
Beverl
y Hills
(50)
Long
Beach
(35)
San
Francisc
o area
(60)
San
Mateo
(14)
Alameda
(46)
With rollup

Rollup example – Incident count on caller
location
Inciden
t
Caller Location
INC0001
Floor 1, Building A,
Atlanta, GA
INC0002 San Diego, CA
INC0003 Building B, Atlanta, GA
INC0004 Augusta, GA
INC0005 Remote, OR
INC0006 San Diego, CA
INC0007
Atlanta, GA
INC0008 Augusta, GA
INC0009
Atlanta, GA
INC00010 Washington, D.C.
Total: 10

location
Inciden
t
Caller Location Virtual Column *
INC0001
Atlanta, GA
"Floor 1, Building A, Atlanta,
GA",A,Atlanta,GA,East,USA
INC0002 San Diego, CA "San Diego, CA",San Diego,CA,West,USA
INC0003 Building B, Atlanta, GA "Building B, Atlanta, GA",B,Atlanta,GA,East,USA
INC0004 Augusta, GA "Augusta, GA",Augusta,GA,East,USA
INC0005 Remote, OR "Remote, OR",OR,West,USA
INC0007
Atlanta, GA
INC0009
Atlanta, GA
INC00010 Washington, D.C. "Washington, D.C.",Washington,DC,East,USA
* This is shown as text for illustration purposes only, it MUST be a list of Sys IDs
• Virtual Column is a list of
Sys IDs returned from
your script (shown as
text for this example)
added in the map/reduce
step of data collection
• The record value will be
included into each
element in the virtual
column

location
Inciden
t
Caller Location Virtual Column
INC0001
Atlanta, GA
INC0003 Building B, Atlanta, GA "Building B, Atlanta, GA",B,Atlanta,GA,East,USA
INC0005 Remote, OR "Remote, OR",OR,West,USA
INC0007
Atlanta, GA
INC0009
Atlanta, GA
INC00010 Washington, D.C. "Washington, D.C.",Washington,DC,East,USA
Total: 10
Elemen
t
Count
A 3
B 1
Atlanta 4
San
Diego
2
Augusta 2
Washingt
on
1
GA 6
CA 2
OR 1
DC 1
East 7
West 3
USA 10
Total: 43

Why breakdown rollups?
What
Why
Use cases
A mechanism that allows to rollup the scores to the
hierarchy
Provide meaningful aggregation reporting across the
hierarchy
Incident count by location structure (e.g., city/state/country),
or organizational structure (unit/team/department), or
services structure, or assigned workgroup structure

Lab exercise
This exercise explains how to rollup scores in a data hierarchy.
Steps:
• Create a rollup script to get the hierarchy of locations which can be used in the scores
collections
• Create a new breakdown that uses the script for the mapping
• Associate the breakdown with the indicator
• Collect scores for the indicator
Result
Scores are rolled up in the location hierarchy using the parent field of a location.

Exercise 2
Breakdown Rollups

Alternate approach to
breakdown rollups:
Materializing the hierarchy

Why materialize the hierarchy?
What
Why
Use cases
• Materialized version of Breakdown Rollups without script
• Better for reporting and avoid costly scripts
• Scores by locations (e.g., city/province/country)

Demo
Materialize the
hierarchy

Breakdown relations

Breakdown relations examples
Parent or
Child
Same table
Uses parent
field
Peers
Same table
Use common
field
Members
Different
tables
Follows a
reference

“Parent” breakdown relation
• Navigation:
– Give users option to navigate from
”Child” ⇢ ”Parent” record,
thus the same breakdown is referenced
– Breakdown is the from breakdown, the “child”
– Related breakdown is the to breakdown, the
“parent”

Group record:
The child: Database Atlanta
Group record:
The parent: Database

• Relation:
– Breakdown field is the from breakdown, the
“child” record, typically Sys ID
– Related breakdown field is the to breakdown,
the ”parent”, like Parent or Manager
• Use Cases
– Locations
– Management / Organization Chain
– Category / Sub Category / Sub Category
– Nested Business Services

“Child” breakdown relation
• Navigation:
– Navigate from “Parent ⇢ Child” record
– Same breakdowns as with “Parent ⇢ Child”
• Relation:
– Invert Breakdown field/ Related breakdown
field settings from “Parent ⇢ Child” relation
• Use Cases
– Same use cases as with Parent ⇢ Child relation

“Peer” breakdown relation
• Navigation:
– Navigate from “Child ⇢ Child” record
– Same breakdowns as with “Parent” and “Child”
breakdown relations
• Relation:
– Breakdown field and Related breakdown field
are both Sys ID
– Common field is the field that makes the
elements Peers
• Use Cases
– Locations: Cities in the same State
– Users having the same Manager
– Users working in the same Location

“Member” breakdown relation
• Navigation:
– Navigate from an element of a breakdown to an
element of another breakdown
• Relation:
– can use a table of one of the breakdowns or a
M2M table
– Breakdown field and Related breakdown field
are the referenced fields in an M2M
• Use Cases
– Users in a Group
– Groups the User is in
– Category / Sub Category
– Any choice list with a dependent field

Why breakdown relations?
What
Why
Use cases
• Easy navigation through breakdown elements
• Provide a better user experience by making it easy
to navigate between related information
• Members of a group
• Parent <-> child groups

Lab exercise
This exercise explains how to create breakdown relations to easily navigate between related
breakdown elements in a data hierarchy.
Steps
• The Caller Location Rollup with Script breakdown is used.
• Three breakdown relations are created:
• 'Child’: to navigate from Country ⇢ State ⇢ City ⇢ Office location,
• 'Parent’: to navigate up the chain, from Office ⇢ City ⇢ State ⇢ Country
Child and Parent relations must be defined separately
• 'Peer’ or ‘Siblings’: to navigate to the same level: State ⇢ State, or City ⇢ City

Exercise 3
Breakdown Relations

Breakdown Relations
Breakdown Rollup
Breakdown Matrix
Recap breakdowns and hierarchical data
Limited to 2 levels
No defined
relationship
needed
Needs Collection
No limit to levels
Can use custom
logic and use
scripts
Needs Collection
No limit to levels
Requires defined
relationship
No Collection
Needed

Securing your breakdowns

Security
• Application Menu Authorization
– OOB Performance Analytics roles:
admin, data collector, power user,
viewer, target admin, threshold admin,
contributor
• Record Level Authorization
– Dashboards
– Indicators: if access is restricted, the
indicator will not show in the Analytics
Hub (i.e. scorecard list) But when on a
widget on a dashboard, the indicator
will show.
– Breakdown elements

Security – Breakdown element security
• A breakdown element security list
combines one or more elements and one
or more roles.
• Two types of lists: Blacklist and Whitelist
element
s
role
s
Blackli
st
roles on the list
have no access
to the elements
on the list
roles not on
the list do
have
access

Security – Breakdown element security
• A breakdown element security list
combines one or more elements and one
or more roles.
• Two types of lists: Blacklist and Whitelist
element
s
roles
Whiteli
st
roles on the list
have access to
the elements
on the list
roles not on
the list do
not have
access

Why breakdown element security?
What
Why
Use cases
• Control access to breakdown elements
• Secure your data
• HR cases
• Security incidents

Lab exercise
This exercise explains how to create a breakdown elements security list.
Steps:
• The element security list is created on the breakdown source Groups
• A whitelist is created, so the role on the list has access to the elements
• Elements on the list are based on a dynamic filter
• Apply breakdown element security to both Beth Anglin and David Dan, who are
members of different assignment groups
Result
Ensure the visibility of groups on breakdown dashboards restricts the element security
applied on the breakdown source level.

Exercise 4
Secure your breakdowns

Top takeaways
1 2 3
Manage your data to
produce information
that gives you insights
on improvement
opportunities
Techniques to display
hierarchical data
through an easy
navigation
Securing your
breakdown elements

Questions?
ramya.raghavan@servicenow.com
pieter.goris@servicenow.com

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LAB1614_Raghavan_ServiceNow_Knowledge_19_final_presentation.pdf

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