Date: 11/10/2016

PROTOTYPE 2 DOCUMENTATION
Prepared by: Kimberley Capati, Joni Pablo, Lucas Chan Andreassend
Supervisor: Greig Wakefield
Introduction
The purpose of this documentation is to provide a brief presentation of the
process that the team have undertaken to build and develop the ServiceNow
Dashboard KPI(SDK) Project. Simultaneously, this also include the utilised tools
for the development of the project as well as the prototype examples to show
how each of the final prototype on each sprint looked like.

Tools Used
The tools that the team used for the development of the KPI dashboard prototype
includes the following:
MS Visual Studio (SSIS Packages, SQL Queries)
Microsoft Excel

Prototype 1
For the projects first sprint, the first KPI dashboard prototype was built and
developed. A graph that shows the number of First Call Fix (FCF) incidents and
non-First Call Fix (non-FCF) incidents were displayed by connecting the database
straight to Microsoft Excel.

Prototype 1 Setup Summary

Date: 11/10/2016

Above is the solution architecture of the project that represents the

procedures that needs to be undertaken for a successful first iteration
solution. Firstly, the ServiceNow data needs to be exported as an MS Excel
file. Next, the acquired MS Excel file will then be landed to the database
and from there, the necessary tables should be created and populated
using the data gathered from ServiceNow. Finally, a connection between
the database to Microsoft Excel is made in order to display a graph that
shows the number of First Call Fix (FCF) incidents and non-First Call Fix
(non-FCF) incidents.

Prototype 1 Example
The screenshot below displays a graph and a table of the total count of
Incidents for First Call Fix (FCF) and non-First Call Fix (non-FCF). The table
below the graph indicates the number of incidents tallied for each type of
category (Note: the number headings on the table signifies a type of
category).

Date: 11/10/2016

Prototype 2
The KPI dashboard prototype was further refined during the second sprints
entire period. For this prototype, new graphs and features have been added so
that it can exhibit more relevant data and presentable information which can be
easily interpreted by the user/client. The graphs added for this prototype include:
FCF Count by Month, FCF Count by Category, Total FCF Count and FCF Count by
Analyst.

Prototype 2 Setup Summary

For the second prototype, the tables in the database were re-created, renamed
and populated with the necessary data. The data model design and data
dictionary were updated as well to maintain data integrity. After all the changes
that were made from the database and other essential documents, the team
then connected the database to Microsoft Excel to display the additional graphs
that will be mentioned and briefly described under the Prototype 2 Example
section below.

Prototype 2 Example

Date: 11/10/2016

The screenshot below display the graphs and the tables that were added
on the second prototype.

FCF Count by Month - This shows the number of first call fix (FCF) and non-first
call fix (Non-FCF) incidents by month.

Date: 11/10/2016

Total FCF Count - This shows the number of first call fix (FCF) and non- first call
fix (Non-FCF) incidents by Count for the entire period.

FCF Count by Analyst - This shows the number of first call fix (FCF) and nonfirst call fix (Non-FCF) incidents by Analyst. This graph shows the name of the
analyst along with the number of FCF and Non-FCF incidents that they have
resolved.

Date: 11/10/2016

FCF Count by Category - This shows the number of first call fix (FCF) and nonfirst call fix (Non-FCF) incidents by category. This graph shows the ten most used
categories comprising: FileSite, Outlook, Employee Termination, Laptop, EAudit,
New Start, Skype for Business, APS, Active Directory.