ServiceNow is an enterprise-level cloud platform tool, and the reporting functionality that comes OOTB with the ITBM platform is robust. Recently, we covered this functionality in a new webinar, Reporting in ServiceNow, hosted by Rego guides Tom Santos and Kelly Limberg.

Today, we’ll break down the options available for you when you want to optimize your NOW reporting strategy. Read on for useful advice your whole team can start using right way.

Remember that this is simply an overview of ServiceNow’s primary reporting features—you can dig deeper by reading our blogs, white papers, and taking our free classes.

Let’s get started.

A Wealth of Information

ServiceNow blends an intuitive UI and colorful graphs with powerful data reporting tools, like homepages and dashboarding, native UI, HTML reports, performance analytics, multi-function pages, ad-hoc reporting, and advanced resource management reports. In this blog, we’ll walk you through each of the main components.


It’s a good idea to think about who you’re creating a dashboard for when you decide which metrics to display. A Project Manager would likely find different data useful than a Resource Manager. Although certain commonly used metrics are displayed at the top of the page as an OOTB feature, they are highly customizable based on your needs.

ServiceNow PMO Dashboard Summary

ServiceNow PMO Dashboard Summary

In the image above, you’ll see a ServiceNow Madrid dashboard. It displays things like Active Projects, Planned Cost, Planned Benefits, Actual Cost, and more. What kind of information do people on your team need to see regularly? Do they need to see these reports daily, weekly, or monthly? The most frequently monitored metrics should come at the top, while less urgent data can appear lower in your dashboard. Because reports continue to render as you scroll down, you can include as many as you want.

The PMO Dashboard above is available in the ServiceNow Madrid release. Each item is a 100% configurable report.

The Active Projects Report shows trends over time. It looks like a simple count of all your active projects, but when you click, you can drill down to more detail. The confidence band is activated by a toggle, so it’s easily removed when you want to get the raw numbers. This report gives you the option to slice and dice data as much as you need, so you can look at projects by department, projects over budget, and more.

The Investment Type Report is curated by customer, and shows you how projects are classified. You can see how each is coming along. When you go the Investment Class Report, it’s easy to run, grow, or change items to see where your money is going. This report also allows you to see trends over time.

The Project Lifecycle Report displays the average age of ideas, and where they’re evaluated, rejected, or converted to a demand. Of course, since not everything should be converted to a demand, you need to see how many are actually going through. This feature is great for starting a conversation about idea-to-demand conversion rate.

Note: It sounds obvious, but when working from the PMO dashboard, you really need to get your PMO involved so that the information stays up-to-date. This is essential in exception reports.

ServiceNow’s interactive filtering feature makes it quick and easy to find any information you need. It repeatedly appears as a favorite feature in performance analytics. You can filter on the criteria you choose and draw a visual report in seconds. Although any report can be converted to PDF, Rego strongly recommends that users log in to get the most out of the hovering feature, which displays a greater level of detail when you position your cursor directly on top of a data point.

HTML Reports

Because ServiceNow is actually a web page, the HTML is fully editable, giving you a high-level of flexibility and customization. NOW HTML reports can include Angular JS and other libraries, offering endless possibilities for displaying information to your team.

The Project Status Report is just one of the many HTML reports you can use. The image below features the main workspace.

Project Status Report Overview

Note that every box is called a widget in NOW terminology, and can be edited. To get a better view, query the data base and find a project that you’ve recently worked on. This maps out the data and provides a history of information related to project status.

Map the Data in an Individual Project Status

Choosing to tailor HTML reports to your organization may require an additional investment via a developer, but this type of report does offer an incredible level of modification. It’s a unique option in ServiceNow that separates the platform from the competition.

Ad-Hoc Reporting

Executives will appreciate ad-hoc reporting functionality, and we recommend that they use this option to access data efficiently. ServiceNow allows you to bring up a report from any page for configuration. You can adjust it to sort, group, find subtotals, and many other things—including an option to export to Excel and add extra columns. Just click and drag to see the status of projects and their history.

View Comments on Project Status

You can also view all projects on a timeline, which helps you evaluate new initiatives and compare them against your current projects.

Projects Displayed on a Timeline with Hover Details

Filter by expense type, cost type, project, and demand, and export to Excel. Your team will love this method of viewing financial data.

Accounting View Shows Initiatives and Allows Click-and-Drag Filters

An incredible wealth of information is contained in these pages, but it’s easily managed with a tabular interface.

There’s one more feature we’re excited to show you. The Allocation Workbench is designed for Resource Managers to view capacity vs. assignments. You can set the filter criteria on the first page.

Allocation Workbench Main View

In the image above, you’ll see that Judy is overbooked, but other people on the Java Development team have availability for assignments. This is a great way to stay up-to-date with what’s going on in your team.

Wrapping It Up

Everyone has different preferences for how they intake data and plan. ServiceNow provides an effective way to tweak that data to your own taste. It offers a simple overview backed by lots of underlying raw data, so you can adjust it to meet your requirements.

If you want more information on reporting in ServiceNow, or if you’re thinking about an upgrade, read our White Papers, or contact us for an assessment. As a top-rated PPM and ITBM solutions provider, Rego has earned a reputation of excellence.

Kelly Limberg helps companies make their PPM software significantly more efficient. Whether it’s enterprise applications, database and network tuning, or application level debugging, Kelly has a sixth sense about how to find and improve systems.

Tom Santos is a Microsoft 365 expert and more importantly, he’s a Microsoft 365 enthusiast. Over the last 10 years, he’s helped large and small companies get the most out of SharePoint and Microsoft 365, building everything from simple document repositories to elaborate team sites and custom applications.