ServiceNow will officially retire the legacy “Reports” application in 2026 and replace it with the more advanced Platform Analytics. To ensure a smooth transition, Virginia Tech will implement this change on the Production instance (https://vt4help.service-now.com) in September 2025. In preparation, the transition has already been complemented on the Development instance (https://vt4helpdev.service-now.com), allowing users to explore and familiarize themselves with the tools ahead of time. 

Overview of Platform Analytics

ServiceNow Platform Analytics is a powerful suite of tools that enables organizations to gain actionable insights from their data directly within the ServiceNow platform. By integrating real-time reporting, dashboards, and advanced analytics, it empowers users to monitor key performance indicators (KPIs), track trends, and make data-driven decisions across IT, HR, customer service, and other business functions. With features like Performance Analytics, Data Visualizations, and KPI signals, Platform Analytics supports both operational and strategic reporting needs. It is designed to help organizations improve service delivery, identify improvement opportunities, and align performance with business goals—all from within Platform Analytics.

How to Locate Legacy Reports 

Once the transition is done, you will still be able to access your legacy reports under All > Platform Analytics > Data Visualizations. Reports you created can be found under “Owned by me”, and reports shared with you will appear under “Shared with me.” The transition has already been completed on the Development instance (https://vt4helpdev.service-now.com). We encourage you to explore the updated interface and review how your reports appear in the new Platform Analytics environment.

Key Differences Between Reports and Platform Analytics

ServiceNow’s traditional reporting interface (Reports/Core UI) is being phased out in favor of the more powerful and modern Platform Analytics, which provides advanced tools for visualizing, interacting with, and analyzing data. Below is a comparison highlighting the most important differences between the two solutions:

Platform Analytics is more than just a visual upgrade—it represents a shift in how organizations use data within ServiceNow. With features like natural language Q&A, shared component libraries, and user behavior insights, it helps teams uncover deeper insights, improve decision-making, and enhance the overall user experience across the platform.

Workshops and Training Opportunities

Existing Training and Support Materials 

We first announced this transition in February 2025. If you missed it and would like an overview of Platform Analytics—how to access it and what it offers—you can review the following resources:

• “ServiceNow New Features Unlocked” video recording: https://video.vt.edu/media/ServiceNow%20New%20Features%20Unlocked%20Feb%202025/1_s6mroml3 (see the first 30 minutes)

• “ServiceNow New Features Unlocked” presentation slides: https://docs.google.com/presentation/d/1VVzsmKowEyRJ3VnZYCWIfW4wvPb2QcA_p4YIGrZtneo/edit?usp=sharing (see the first 37 slides)

For a more detailed walkthrough of its features and functionality, we recommend watching our Spring 2025 Platform Analytics workshop:

• Workshop video recording:
  https://video.vt.edu/media/ServiceNow%20Platform%20Analytics%20Spring%202025%20-%20Quiz/1_3zw249qa (includes eight embedded quiz questions for self-assessment)

• Workshop presentation slides:
  https://drive.google.com/file/d/1z2n0Ykv3RIzVWPAZnw_MGzzFfTAn_phl/view?usp=sharing

ServiceNow offers a get started guide at https://www.servicenow.com/community/platform-analytics-articles/getting-started-with-performance-analytics-platform-analytics/ta-p/2469736 with a lot of useful information.

Future Training and Support Opportunities

To support users through the transition to Platform Analytics, we are offering several upcoming opportunities for live assistance and hands-on learning:

• Virtual Office Hour – Wednesday, September 17, 2025, at 11:00 AM
  Join us for our regular virtual office hour, which will feature a special focus on Platform Analytics. This session is a great opportunity to ask questions, get clarification on the transition, and explore specific use cases. No registration is required—drop in as needed.

• Fall Workshop Series – October or November 2025
  Our next ServiceNow workshop series, including a workshop on platform analytics, is planned for Fall 2025. The in-depth session will provide guided, hands-on training to help you build and manage reports and dashboards. Dates and registration details will be announced through email, the ServiceNow Training Opportunities KB, and Slack once finalized.

What Action is Required from You

To ensure a smooth transition to Platform Analytics, we recommend taking the following steps:

• Review Your Existing Reports
  Currently, both Reports and Platform Analytics are available on the Production instance (https://vt4help.service-now.com). Your existing reports still reside in the legacy Reports module. On the Development instance (https://vt4helpdev.service-now.com), the transition has been completed—your reports are now located under All > Platform Analytics > Data Visualizations. Please refer to the “How to Locate Legacy Reports” section above for detailed steps.

• Verify Report Migration
  Log in to the Development instance (https://vt4helpdev.service-now.com) and confirm that all of your reports appear correctly under Data Visualizations. If any reports are missing or do not display as expected, please contact the support team so they can assist in resolving discrepancies before the Production transition. Once the transition is complete on the Production instance (https://vt4help.service-now.com), please follow the same steps to verify that your reports have been successfully migrated to Platform Analytics.

• Familiarize Yourself with Platform Analytics
  Use either the Production or Development instance to explore the Platform Analytics interface, including the Library and Analytics Center sections. This will help you become comfortable with the layout, terminology, and new features such as natural language Q&A and shared component libraries. Be sure to take advantage of the training and support materials referenced above to help you get started. 

• Prepare for the Retirement of Reports
  Note that the Reports module will be fully retired on the Production instance in September 2025. Ensure that any reports you rely on for daily operations or reporting cycles are accounted for in Platform Analytics. Begin transitioning report usage and workflows to the new platform wherever possible.

• Reach Out for Help or Attend Training
  To support your learning, you can refer to the "Existing Training and Support Materials" section above, which includes links to workshop recordings, slides, and other helpful resources.
  If you have any questions or concerns about the transition, don’t hesitate to attend our virtual office hour on September 17, 2025, or register for our fall workshop on Platform Analytics. Details can be found in the “Future Training and Support Opportunities” section. 

Frequently Asked Questions (FAQ)

Will my old reports be deleted?

No. Currently, both Reports and Platform Analytics are available on the Production instance (https://vt4help.service-now.com). Your existing reports still reside in the legacy Reports module. On the Development instance (https://vt4helpdev.service-now.com), the transition has been completed—your reports are now located under All > Platform Analytics > Data Visualizations. Please refer to the “How to Locate Legacy Reports” section above for detailed steps. Once the transition is completed on the Production instance in September 2025, you can find your old reports under All > Platform Analytics > Data Visualizations. 

Will there be any downtime during the migration?

No. The migration is scheduled to take place on a Saturday to minimize impact. No downtime is expected, and users should be able to access the platform as usual during the transition.

Who do I contact for help?

• If you are unable to locate your legacy reports or notice that any reports are missing after transition, please contact 4Help at 540-231-4357 or https://4help.vt.edu/sp?id=ask_4help . 

• If you require assistance in creating reports or data visualizations in the new Platform Analytics, please submit a request through our “ServiceNow: Become a partner, consultation, and training” request item at https://4help.vt.edu/sp?id=sc_cat_item&sys_id=b72068751b7b7340ec30ebde6e4bcbaf. For “1. Topic of consultation”, please choose the second choice “Follow-up consultation”, and then choose “Reporting and dashboards (Platform analytics)” as the consultation topic.