View and monitor the ITSM Success Dashboard indicators to measure the performance of your ITSM implementation using the Key Performance Indicators (KPIs) defined by ServiceNow.

You can access the aggregated KPI data in the ITSM Success Dashboard indicators by navigating to All> > Success Dashboard > Success Dashboard if you have the sn_sd.success_dashboard_admin, sn_sd.success_dashboard_read, or sn_sd.success_dashboard_details_read role.

ITSM Success Dashboard landing page

You can monitor data by any of the following time aggregations.

  • Monthly: Shows the data aggregated monthly. For counts, this data is the monthly sum of the daily values. For percentages, this data is the monthly average of the daily percentages.
  • Quarterly: Shows the data aggregated quarterly. For counts, this data is the quarterly sum of the daily values. For percentages, this data is the quarterly average of the daily percentages.
  • Yearly: Shows the data aggregated yearly. For counts, this data is the yearly sum of the daily values. For percentages, this data is the yearly average of the daily percentages.
Once the time aggregation is set, all the score-cards show the data for that period.

For more information on the dashboard components, see HR Success Dashboard indicators components.

For more information on the KPI definitions and formulas, see HR Success Dashboard indicators KPI definitions and formulae.