ITSM Success Dashboard indicators release notes

  • Release version: Store
  • Updated June 11, 2026
  • 4 minutes to read
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    Summary of ITSM Success Dashboard indicators release notes

    The ITSM Success Dashboard indicators application on the ServiceNow Store provides IT leadership teams and process owners with key performance indicators (KPIs) to measure and improve IT Service Management (ITSM) implementation. It enables visualization of metrics related to call deflection, self-service effectiveness, and user interactions across various channels.

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    This application helps organizations understand how frequently users resolve their own issues, submit requests without tier 1 agent assistance, and which channels drive self-solve and call deflection. It also tracks the impact of Predictive Intelligence on incident resolution and offers trending data with transparent formulae and definitions.

    Key Features

    • KPIs for Call Deflection and Self-Solved Issues: Indicators measure incidents created through proactive engagement and Digital End-user Experience (DEX) self-service channels like Desktop Assistant, Employee Portal, and Now Assist Panel.
    • AI-Driven Deflection Metrics: New KPIs track deflection rates from AI Search and Proactive Engagement for DEX.
    • Admin Experience Console: A guided and comprehensive admin interface to configure the Success Dashboard, assign roles, customize KPIs, contributing indicators, and dashboard behavior via system properties.
    • Performance Analytics Integration: Activation of relevant data collection jobs and addition of Process Mining to KPIs for deeper performance insights.
    • Operational Success Dashboards: Out-of-the-box dashboards for Walk-up Experience and Password Reset to optimize key ITSM performance indicators.
    • Benchmarks: Options to opt-in/out of benchmarks and KPIs, with customizable definitions for tailored reporting.
    • Accessibility and Localization Enhancements: Addressed UI, accessibility, and translation issues to improve user experience.
    • Security Improvements: Fixed vulnerabilities related to role assignment pages to enhance application security.

    Practical Benefits for ServiceNow Customers

    • Gain comprehensive visibility into self-service and call deflection effectiveness, helping reduce reliance on tier 1 support.
    • Leverage AI-powered metrics to understand and improve automated issue resolution and engagement efforts.
    • Use the Admin Experience Console to tailor KPIs and dashboard settings to align with organizational goals and ITSM processes.
    • Access detailed data and trending analysis for proactive ITSM improvements and process optimization.
    • Utilize operational dashboards and benchmarks to compare performance and identify areas for continuous improvement.

    Version history for the ITSM Success Dashboard indicators application on the ServiceNow Store.

    Important:
    For details on system requirements and family compatibility, view the application listing on the ServiceNow Store website.

    Version history

    Version 9.1.2 - June 2026
    • Fixed:
      • Security vulnerability in 'Assign role to user' page.
      • Fixed filter condition for Requested Items submitted using the catalog conversation in VA using NLU/Now Assist.
      • Changed filter conditions on "ITSM issue self-solved using Now Assist VA" KPI
    Version 9.1.1 - April 2026
    • Fixed:
      • Data collection job warnings
      • Incorrect breakdown mappings
      • Accessibility issues
    Version 9.0.0 - December 2025
    • Fixed:
      • UI and accessibility fixes
      • Support multiple filters in Operation Dashboard
    Version 8.1.2 - August 2025
    • Fixed:
      • Enhanced performance with updated Self-solved deflection jobs.
      • Fixed the localization and translation issues on both the Success Dashboard and Benchmarks dashboard.
    Version 8.1.0 - May 2025
    • New:
      • New KPIs are added to the Call deflection - percentage.
        • This new primary indicator helps you understand the number of Incidents that were created using Proactive Engagement.
        • This new primary indicator helps you understand the number of Incidents that were created using of Digital End-user Experience (DEX) Self-service.
      • New KPI is added to Self solved - percentage. This primary indicator shows how many times the employees resolve their endpoint related issues using DEX Self-service through channels like Desktop Assistant, Employee Portal, and Now Assist Panel.
    Version 6.2.0 - August 2024
    • New KPI added to Self-solved percentage and Call deflection percentage to measure deflection from AI Search
    • New KPI added to Self-solved percentage and Call deflection percentage to measure deflection from Proactive Engagement for DEX
    Version 6.0.5 - July 2024
    • Admin Experience Console
      • Guided and comprehensive Admin Experienceto get started with Success Dashboard
      • FAQs for each configuration
      • Get started with Success Dashboard
        • Assign roles
        • Customize the instrumentation available with base system
          • Knowledge base deflection
          • Virtual Agent deflection
          • Fully automated catalog items
        • Activate the required Performance Analytics jobs for data collection
        • Add Process Mining to the KPIs that you would like to improve
        • Advanced options
          • Customize the KPIs
            • Add/edit contributing indicators
            • Add/edit time savings attributed to contributing indicators
            • Add/edit more information for the indicators
          • Customize the dashboard behaviour using System Properties
      • Get started with Operational Success(Next Experience dashboards for ITSM)
        • Assign roles
        • Review the OOB ITSM dashboards available on Success Dashboard
        • Customize Operational Success dashboard
      • Get started with Benchmarks
        • Assign roles
        • Benchmarksopt-inandopt-out
        • KPIsopt-inandopt-out
        • Customize the KPI/indicator definition
    • Operational Success dashboard for Walk-up Experience and Password Reset to manage the KPIs and optimize the performance.
    Version 6.0.3 - June 2024
    • New: Admin Experience Console
      • Guided and comprehensive Admin Experience to get started with Success Dashboard
      • FAQs for each configuration
      • Get started with Success Dashboard
        • Assign roles
        • Customize the instrumentation available with base system
          • Knowledge base deflection
          • Virtual Agent deflection
          • Fully automated catalog items
        • Activate the required Performance Analytics jobs for data collection
        • Add Process Mining to the KPIs that you would like to improve
        • Advanced options
          • Customize the KPIs
            • Add/edit contributing indicators
            • Add/edit time savings attributed to contributing indicators
            • Add/edit more information for the indicators
          • Customize the dashboard behaviour using System Properties
      • Get started with Operational Success (Next Experience dashboards for ITSM)
        • Assign roles
        • Review the OOB ITSM dashboards available on Success Dashboard
        • Customize Operational Success dashboard
      • Get started with Benchmarks
        • Assign roles
        • Benchmarksopt-inandopt-out
        • KPIsopt-inandopt-out
        • Customize the KPI/indicator definition
    • New: Operational Success dashboard for Walk-up Experience and Password Reset to manage the KPIs and optimize the performance.
    Version 6.0.0 - May 2024
    • New: Admin Experience Console
      • Guided and comprehensive Admin Experienceto get started with Success Dashboard
      • FAQs for each configuration
      • Get started with Success Dashboard
        • Assign roles
        • Customize the instrumentation available with base system
          • Knowledge base deflection
          • Virtual Agent deflection
          • Fully automated catalog items
        • Activate the required Performance Analytics jobs for data collection
        • Add Process Mining to the KPIs that you would like to improve
        • Advanced options
          • Customize the KPIs
            • Add/edit contributing indicators
            • Add/edit time savings attributed to contributing indicators
            • Add/edit more information for the indicators
          • Customize the dashboard behaviour using System Properties
      • Get started with Operational Success(Next Experience dashboards for ITSM)
        • Assign roles
        • Review the OOB ITSM dashboards available on Success Dashboard
        • Customize Operational Success dashboard
      • Get started with Benchmarks
        • Assign roles
        • Benchmarksopt-inandopt-out
        • KPIsopt-inandopt-out
        • Customize the KPI/indicator definition
    • New: Operational Success dashboard for Walk-up Experience and Password Reset to manage the KPIs and optimize the performance.
    Version 5.2.0 - February 2024
    • ITSM Success Dashboard indicators provides insights to the IT leadership teams and process owners to measure the performance and improvement of their ITSM implementation using the KPIs defined by ServiceNow.
    • You can visualize metrics and interactions to better understand call deflections, self-service, and other key metrics.
    • The IT leadership teams can get the following insights:
      • How many times are users able to solve their problems on their own?
      • How many times are users able to submit their requests and issues without the help of tier 1 agents?
      • Which channels (knowledge articles, virtual agent conversations, catalog submissions) are contributing to self-solve and call deflection?
      • How many times did Predictive Intelligence successfully predict an incident field, which in turn has a downstream impact on the resolution time?
      • What are the formulae and definitions of the data being presented?
      • How is the data trending month on month or year on year?
    • Additionally, process owners can view the records that contribute to these insights, do a deep dive analysis, and drive improvement plans.