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Home | Agenda | Breakout New to ServiceNow

WED

ITIL KPIs and Analytics
Jill Patton,
Room : Starvine 12 and 13
Subject : Reporting
Breakout : New to ServiceNow

This session focuses on ITIL KPIs and analytics using ServiceNow data. Tarrant County uses the ODBC driver to get current up-to-date data, which is used in analytics based on different KPIs (like the number of tickets that were within the SLA vs. re-negotiated SLA, by department or by IT director trended over the last 13 months). In this session, you will get a glimpse into Tarrant County's extensive reporting using ServiceNow data and outside applications to crunch numbers and run queries based on reporting requirements.