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How to go from ingestion to insights in seconds with ThoughtSpot and Matillion for ServiceNow



We love to hear from our technology partners how the combination of our platform and theirs helps customers achieve greater insights with their data. This week, we welcome Maggie O’Neill, Senior Product Marketing Manager at ThoughtSpot, to talk about IT Operations professionals can use ThoughtSpot's SpotApp for ServiceNow Incident Management and a Matillion Shared Job to respond to incidents faster, build more efficient processes, and focus on more strategic initiatives.

As workplaces continue to become digital-first, IT Operations professionals are expected to play an increasingly important role. Along with traditional workloads, IT teams are now tasked with strategic initiatives and are increasingly seen as an innovation engine for the entire business.  It’s no wonder then that over 75% of IT Ops professionals surveyed about pressure on IT infrastructure and operations processes reported that demands were growing steadily to rapidly. 

To keep up with the rising volume of digital transformation initiatives alongside day-to-day operations like incident response and application management, IT Ops teams need access to granular, actionable insights across all of their data sources. Static reports from SaaS-based systems like ServiceNow aren’t fundamentally built for analytics. They don’t provide the level of granularity needed to meaningfully manage your entire IT ecosystem, which can lead to repeat incidents, wasted resources, and overspend. 

With this in mind ThoughtSpot and Matillion have teamed up to provide an easy-to-implement solution for ServiceNow Incident Management analytics, consisting of ThoughtSpot’s SpotApp for ServiceNow Incident Management and Matillion’s  Shared Job for ServiceNow. Now, IT Operations professionals have unprecedented insight into their ServiceNow Incident Management data so they can respond to incidents faster, build more efficient processes, and focus on more strategic initiatives.

Matillion SpotApp Shared Job for ServiceNow

Matillion makes the world’s data useful with an easy-to-use, cloud-native data integration and transformation platform. Built on native integrations to cloud data platforms including Snowflake, Databricks, Amazon Redshift and more, Matillion is optimized for modern data teams and brings new levels of efficiency and productivity across any organization.

The Matillion SpotApp shared job for ServiceNow facilitates a dedicated incremental load of data directly from ServiceNow and is available for free in the Matillion Exchange. Purpose-built to pair with ThoughtSpot’s SpotApp for ServiceNow Incident Management analytics, it removes friction from the data extraction and loading process. Included is a shared job with Python scripting in tandem with Matillion’s dedicated ServiceNow Connector, utilizing native authentication of ServiceNow to query data based on the SpotApp’s predefined parameters. Within minutes, you can move exactly the right data objects from ServiceNow into your cloud data platform, where it’s then ready for Live Analytics with ThoughtSpot.

ThoughtSpot SpotApp for ServiceNow Analytics

With ThoughtSpot for ServiceNow Analytics, IT teams can tap into the business value in their ServiceNow data that has been locked behind static dashboards and canned reports. In seconds, search and drill down to uncover  granular, actionable insights that  increase operational efficiencies across even the most complex IT environments. And with ThoughtSpot’s new SpotApp for ServiceNow Incident Management, it’s easier than ever to get started with out-of-the-box worksheets, Liveboards, and answers purpose-built for this use case.

SpotApps are next generation interactive solution templates pre-built with everything you need to get started with ThoughtSpot for a specific use case. The ServiceNow SpotApp for Incident Management offers an easy way to get started using ThoughtSpot to uncover granular insights on ServiceNow’s most popular use case. 

Built on top of a subset of the native ServiceNow data model, the SpotApp is compatible with any major cloud data platform. This means that as soon as you’ve transferred your ServiceNow data into your cloud data platform using the Matillion SpotApp Connector for ServiceNow, you’re just a few simple steps away from searching across all of your incident management data. 

From the Data Workspace in ThoughtSpot, select the ServiceNow Incident Management SpotApp and follow the install wizard to configure the SpotApp in three simple steps:

First, create a connection to your cloud data warehouse:



Next, map your tables. Note: ThoughtSpot will auto-map the relevant tables from your CDW for you, but allows for manual entry where customization has occurred.


Finally, map your columns. Again, ThoughtSpot auto-maps the relevant columns here, but will allow for manual completion where there is not a direct match.


This process will auto-generate the worksheets, Liveboards, and answers for the most relevant ServiceNow incident management insights, while still allowing for full customization to best fit any IT team’s needs. 

Pre-built Liveboards allow you to immediately get started monitoring metrics like number of incidents opened weekly by group, average incident duration, and significant events by category. 



Because each Liveboard is powered by ThoughtSpot’s underlying dynamic search architecture, asking follow-up questions and digging into granular-level details is easy. 

Using search, anyone can ask questions like “who are my top IT managers by number of incidents closed?” or “how are types of events assigned by country?”




See your ServiceNow data in action

Get started for free with ThoughtSpot for ServiceNow Analytics.

Learn more about Matillion ETL Shared Jobs:

Visit Matillion Exchange


About the author


Maggie O’Neill is a Senior Product Marketing Manager at ThoughtSpot, where she is responsible for GTM and product marketing for SpotApps. Maggie joined ThoughtSpot after completing her MBA at the University of California, Berkeley Haas School of Business. She lives and works in Boston, MA.