Hi Community,
We are currently using the ITSM Success Dashboard in our ServiceNow implementation and have a requirement to filter KPI dashboards (e.g., CSAT, MTTR, % Breached SLAs) by an accountable leader or manager, so that executives can automatically view performance across all support groups they own — without manually selecting each group.
Our specific use case is:
∙ A leader (e.g., CIO, VP, or Director) selects their name on the dashboard
∙ The dashboard automatically aggregates KPIs for all support groups under their organizational hierarchy
∙ No manual group selection should be required
We understand that the ITSM Success Dashboard KPI formulas are locked and prescriptive by design. However, we want to confirm:
1. Is there any supported way to add an interactive filter by manager/accountable leader within the Success Dashboard?
2. Can the Success Dashboard be configured or extended (without modifying locked scopes) to support group-level filtering tied to a manager hierarchy?
3. If not natively supported, is this on the roadmap for future releases?
