Business Lifecycle Operations dashboard

  • Release version: Zurich
  • Updated July 31, 2025
  • 3 minutes to read
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    Summary of Business Lifecycle Operations dashboard

    The Business Lifecycle Operations dashboard provides ServiceNow customers with a consolidated view to monitor and analyze the performance of business lifecycle cases within their organization, specifically tailored for financial services. It enables users to track case statuses, trends, and detailed case information such as open cases, new cases, and average closing times for any specified time period.

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    This dashboard has been modernized to improve user experience and is accessible through multiple paths in the ServiceNow platform, including the Financial Services Workspace and Platform Analytics Workspace.

    Access and Roles

    • View Dashboard: Requires the snbomclob2b.manager role to access dashboard widgets and data.
    • Edit Dashboard: Requires the snbomclob2b.admin role to customize or edit the dashboard layout.

    Key Features

    • Real-Time Monitoring: View open cases, including those breaching or close to breaching Service Level Agreements (SLAs).
    • Case Age Analysis: Analyze open cases by their age in days to identify aging issues.
    • Performance Metrics: Track average closing times over the last 30 days broken down by service, agent, or assignment group.
    • Case Volume Comparison: Compare new versus closed cases to monitor workload and throughput.
    • SLA Compliance: Review the count of cases where SLAs were met versus breached to assess service quality.
    • Interactive Drill-Down: Drill into detailed case categories for deeper insights.
    • Customizable Views: Account admins can customize dashboard views beyond standard monitoring.

    Use Cases for Different Roles

    • Account Manager: Gain visibility into case status, SLA breaches, case aging, new case intake, and closing times to manage operational efficiency.
    • Account Admin: Perform all Account Manager tasks plus customize dashboard views to tailor monitoring to organizational needs.

    Filters

    The dashboard includes important filters to refine data views:

    • Age Bucket: Filters cases by age ranges in days to focus on specific case durations.
    • Service List: Filters cases by service to analyze lifecycle operations per business service.

    Practical Benefits

    ServiceNow customers leveraging this dashboard can expect to improve operational oversight of business lifecycle cases, proactively manage SLAs, optimize case resolution times, and gain actionable insights that support better decision-making and service delivery within financial services or other business domains using lifecycle case management.

    With the Business Lifecycle Operations dashboard, you can get insight into how your team and business are performing for the business lifecycle cases.

    Important:
    The Financial Services Business Lifecycle dashboard has been modernized to give you a better user experience.

    You can monitor the status of the lifecycle cases, see trends, and drill down into the details from a single view. For any time that you specify, you can view the details for the open cases, the new cases, and the average closing times of the lifecycle cases.

    Required ServiceNow AI Platform roles

    • sn_bom_clo_b2b.manager, required to view the dashboard widgets and data.
    • sn_bom_clo_b2b.admin, required to edit the dashboard.

    Access the Financial Services Business Lifecycle dashboard

    To access the Financial Services Business Lifecycle dashboard, navigate to Workspaces > Financial Services Workspace > Analytics Center (Analytics center icon.).

    Alternatively, you can navigate to Business Lifecycle > Analytics.

    You can also access the dashboard from the Platform Analytics Workspace. For more information about the Platform Analytics Workspace, see Analytics Center.

    If you have upgraded from an earlier version, you can access the existing Core UI dashboard layout as usual by navigating to All > Customer Lifecycle Operations > Dashboard.

    Use cases

    For examples of how different people in your organization can use this dashboard, see the use cases in the following table.
    Table 1. Use cases for using the Financial Services Business Lifecycle dashboard
    User Dashboard use
    Account manager Needs to gain visibility into the real-time status of the business lifecycle cases and do the following tasks:
    • Monitor all the open cases that have breached a Service Level Agreement (SLA)
    • Monitor all the open cases according to the agent and age
    • Review all the new cases for a service, agent, or agent group
    • Review the average closing time of cases for a service, agent, or group within 30 days
    • Drill down into the details in a category
    Account admin Needs to perform all the Account Manager tasks plus customize views.

    Indicators

    Open Cases - SLA Breached
    Percentage of the open cases that breached an SLA. The data is calculated according to this formula: 
    [[Number of open Cases with Breached SLAs]] / [[Number of Open Cases]] * 100
    Open Cases - SLA About to be Breached
    Average number of the open cases that are close to breaching an SLA. The data for this indicator is collected from the [task_sla] table.
    Open Cases by Age
    Breakdown score and trend of the open cases by age in days. The data is calculated according to this formula: 
    [[Summed age of Open Cases]] / [[Number of Open Cases]] / 24
    Average Time to Close in Last 30 Days
    Breakdown of the average closing time in days of the cases by the service, agent, or assignment group in the last seven days. The score is calculated according to this formula: 
    [[B2C CLO.Summed duration of closed cases]]/[[B2C CLO.Number of closed cases]]
    New Cases vs. Closed Cases
    Breakdown of the new cases by the service, agent, or agent group versus the closed cases. The data for the cases is collected from the [sn_bom_clo_service] table.
    Closed Cases - SLA Met vs. SLA Breached
    Number of the cases where the SLAs were met versus the cases where the SLAs were breached. The data for the cases is collected from the [sn_bom_clo_service] table.

    Breakdowns

    • Age
    • Service

    Filters

    The following table shows the available filters in the Business Lifecycle Operations dashboard.
    Table 2. Filters available in the Business Lifecycle Operations dashboard
    Name Type Description
    Age Bucket Shows the age ranges in days for the Business Lifecycle cases.
    Service List Fetches the records for all the Business Lifecycle cases.