Service and work management · data source guide
ServiceNow data in Power BI
Connector status
No connector of its own in Microsoft's list
ServiceNow has no connector in Microsoft's Power Query connector index. Common paths are the ServiceNow REST Table API through the Web connector, ServiceNow's ODBC driver through Power BI's ODBC connector, scheduled exports, or a certified third-party connector.
Checked against Microsoft Learn's Power Query connector list on 5 November 2026. Connectors change; check the list before you build.
How to get ServiceNow data into Power BI
In order of preference for a report that refreshes on its own.
- 1
REST Table API
Query the incident, sc_req_item, change_request and task_sla tables with sysparm_query filters and sysparm_fields to keep payloads small. Power BI's Web connector can call a REST API, but paging, authentication tokens and scheduled refresh in the Service take care: dynamic URLs built from parameters may not refresh in the Service unless the base URL is static (use Web.Contents with RelativePath and Query).
- 2
ODBC driver
ServiceNow provides an ODBC driver (check ServiceNow's documentation for your release). With it, use Power BI's ODBC connector; scheduled refresh then runs through an on-premises data gateway with the driver installed.
- 3
Scheduled exports
For a simple setup, schedule a report export from ServiceNow to a mailbox or file share and load the files with the Folder connector.
- 4
Use display values deliberately
Reference fields return sys_id values unless you ask for display values; request both where you need joins and readable labels.
Typical ServiceNow KPIs
Table and column names in the DAX are illustrative: rename them to match your model.
Incidents opened and resolved
Count of incidents opened and resolved in the period.
Incidents Resolved = CALCULATE ( COUNTROWS ( Incident ), USERELATIONSHIP ( Incident[resolved_at], 'Date'[Date] ) )SLA breach rate
Task SLAs that breached divided by all task SLAs.
SLA Breach % = DIVIDE ( CALCULATE ( COUNTROWS ( TaskSLA ), TaskSLA[has_breached] = TRUE () ), COUNTROWS ( TaskSLA ) )Mean time to resolve
Average hours from opened to resolved by priority.
MTTR (h) = AVERAGEX ( FILTER ( Incident, NOT ISBLANK ( Incident[resolved_at] ) ), DATEDIFF ( Incident[opened_at], Incident[resolved_at], HOUR ) )Change success rate
Changes closed successful divided by closed changes.
Change Success % = DIVIDE ( CALCULATE ( COUNTROWS ( Change ), Change[close_code] = "successful" ), CALCULATE ( COUNTROWS ( Change ), Change[state] = "Closed" ) )Reassignment count
Average number of group reassignments per incident.
Avg Reassignments = AVERAGE ( Incident[reassignment_count] )Modelling notes for ServiceNow
- API row limits: page with sysparm_limit and sysparm_offset; a single call won't return everything.
- Choice fields return stored values; map them to labels for readable slicers.
- Time zones: ServiceNow API timestamps are typically UTC; convert for local reporting.
Templates for ServiceNow data
Free page layouts with a background, theme JSON and PBIP project. Swap the sample tables for your own queries.
Operations template
Customer SupportPower BI customer support dashboard template: CSAT gauge, response and resolution time KPIs, created vs solved trend, ticket categories and agent table.
Operations template
Call Centre OperationsDark Power BI call centre wallboard template: six live KPI tiles, calls offered vs answered by interval, service-level gauge and agent states.
IT template
IT Service DeskPower BI IT service desk dashboard template (ITSM): open incidents, P1s, MTTR and SLA KPIs, incident trend by priority, SLA gauge and breach-risk table.
Operations template
Energy ConsumptionPower BI energy and sustainability dashboard template: kWh, cost, carbon and intensity KPIs, hourly load, source mix, site vs baseline and load-profile heatmap.
Operations template
Solar GenerationPower BI solar PV dashboard template: generation vs expected, performance ratio, inverter availability, typical-day profile, lost energy by cause and revenue.
IT template
Cloud Cost (FinOps)Dark Power BI cloud cost (FinOps) dashboard template: spend vs budget by team, spend by service, unit cost per 1,000 requests, commitment coverage and savings.
Power BI visuals for IT · More by department: IT templates · Operations templates
Visuals for ServiceNow KPIs
Chart types that suit these KPIs, with data shapes and example prompts.
Visual
Box PlotOrder-value distributions by region; Ticket-resolution-time distributions by priority
Visual
Bullet ChartExecutive KPI scorecards (5-10 KPIs in a grid); Sales attainment across reps or regions
Visual
Sankey DiagramCustomer journey: acquisition channel → onboarding step → conversion or churn; Budget cascade: total revenue → segment → cost bucket → net margin
Visual
Calendar HeatmapDaily sales or revenue intensity across the year; Website traffic patterns (day-of-week × week-of-year)
ServiceNow and Power BI: questions
Is there a ServiceNow connector for Power BI?
Not in Microsoft's Power Query connector index (checked 5 November 2026). Use the REST API, ServiceNow's ODBC driver, exports or a third-party connector.
Will REST API queries refresh in the Power BI Service?
They can, if the base URL is static and paging uses RelativePath and Query parameters in Web.Contents. Dynamic URLs often fail the Service's refresh check.
Related data sources
Other sources teams often combine with this one.
No connector of its own in Microsoft's list
Jira in Power BIJira data in Power BI
Connector in Microsoft's list (Preview)
Zendesk in Power BIZendesk data in Power BI with the Zendesk connector (listed as Zendesk Data, Preview, in Microsoft's index)
Connector in Microsoft's list
SharePoint lists in Power BISharePoint lists in Power BI with the SharePoint Online list connector
ServiceNow is a trademark of its owner. Product names are used only to describe compatibility; VizForge is not affiliated with, endorsed by or sponsored by the owner or by Microsoft.
Design the ServiceNow report page first
Lay out KPI cards and visual slots in the free Design Studio, then export the background, theme JSON and a PBIP project to bind to your data.
The design studio for Power BI. Free, in your browser, no sign-up.