Guy Yedwab
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Onboarding Insights Lead to a More Efficient Support Organization
In the last few years, the pace of staff turnovers has accelerated more than ever. Each onboarding process is a significant investment of time and resources, and successful onboardings are critical...
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Advanced Service Catalog Reporting Techniques with Explore Analytics
The Service Catalog in ServiceNow allows you to manage and automate IT request fulfilment. While doing so, it collect valuable information about what requestors are asking for. These requests drive...
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Why Mature IT Security Requires Analytics
Why Mature IT Security Requires Analytics Pressure is mounting on IT organizations to swiftly adapt to rapidly evolving security threats. You need to use every tool in your toolbox—especially analy...
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Self-Service Analytics Empowers Problem Solving
The goal of reporting and analytics is getting answers to your questions using data. Yet one of the most surprising myths I hear echoed by CIOs and VPs is that reporting is supposed to be standardi...
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You Have the Data: What's Stopping You?
Your organization has spent the time and energy to define processes, configure platforms, and you’ve finally got a wealth of ITSM data. Now it’s time to turn that data into insight. What’s in your ...
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Make Agile Decisions Today!
What is Agile Decision-Making? The Agile approach shifted project management towards a responsive and iterative strategy. Too often, however, the traditional decision-making processes are rooted in...
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The Right Service Quality Measure: Average or Median?
IT wants to deliver quality service, which requires accurately measuring and presenting your service performance. Choosing the right approach ensures that you’ll be able to quickly focus executives...
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Custom Mapping resources
Hello, You may have seen that there's new Custom Maps available in Explore Analytics! In order to leverage it, you need your custom map to be in a GeoJSON format. In this thread, please feel free t...
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Records on one table but not another
This is a pretty common use case, so I thought I would quickly write it up. The use case is: suppose you want to report on the number of changes without an associated approval, or want to report on...
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Performance Targets
Our latest video shows some tips, tricks, and best practices on displaying performance targets within your reports: