Legacy: ITIL dashboard
Summarize
Summary of Legacy: ITIL dashboard
The Legacy ITIL dashboard in the Zurich release provides ServiceNow users with a centralized interface to view, maintain, and track tasks and incidents related to operating the IT service desk. This dashboard supports IT agents and administrators in managing customer issues effectively. Note that starting from the Xanadu release, the ITIL dashboard is deprecated and replaced by the IT Agent dashboard within the Service Operations Workspace.
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Access and Roles
- Access: Navigate to All > Self-Service > Dashboard and search for "ITIL dashboard" on the Dashboards Overview.
- Roles:
- IT Agent: Can view, open, update, track, and close incidents and tasks related to customer issue management. Requires the itil role.
- IT Agent Admin: Has all IT Agent capabilities plus permissions to modify dashboard data and layout. Requires the itiladmin role.
Key Features and Data Visualizations
The dashboard includes several single-score visualizations and work lists to provide a quick overview of critical IT service desk metrics:
- Critical Tasks: Displays the total number of open critical tasks with Priority set to 1.
- Unassigned Tasks: Shows the total number of open tasks that have not yet been assigned to any user.
- Tasks Assigned to Me: Indicates the total number of tasks assigned to the logged-in user.
- Active Incidents Older Than 7 Days: Counts active incidents that were logged more than seven days ago.
- Incident SLA Breached: Shows the total number of incidents that have exceeded their Service Level Agreement (SLA).
- Incident SLAs at Risk: Displays the number of active incidents that have not yet breached SLA but have elapsed 75% of the SLA duration.
- My Groups Work List: Lists the outstanding workload (tasks) for the logged-in user’s group.
- My Work List: Lists the outstanding workload (tasks) assigned to the logged-in user.
Practical Implications for ServiceNow Customers
This dashboard enables IT service desk teams to efficiently monitor and manage workloads, prioritize critical tasks, and track SLA compliance to improve service delivery. Transitioning to the IT Agent dashboard in the Service Operations Workspace as of the Xanadu release will provide enhanced capabilities and support going forward.
Use this dashboard to view, maintain, and track the tasks and incidents for operating the IT service desk.
Starting in Xanadu release, the ITIL dashboard is deprecated. Users can use IT Agent dashboard for Service Operations Workspace to view, maintain, and track the tasks and incidents for operating the IT service desk.
Access the ITIL dashboard
To access the ITIL dashboard, navigate to . On the Dashboards Overview, search for ITIL dashboard.
End user and roles
| End User | Description | Required role |
|---|---|---|
| IT Agent | Views, opens, updates, tracks, and closes incidents and tasks for managing customer issues. | itil |
| IT Agent Admin | Can perform all the activities of an IT agent. In addition, the admin can also modify the data and layout. | itil_admin |
Data visualizations
| Title | Type | Description |
|---|---|---|
| Critical Tasks | Single score ( ) |
Total number of open critical task records for which Priority is set to 1. |
| Unassigned Tasks | Single score () |
Total number of open tasks that are still not assigned. |
| Tasks assigned to me | Single score () |
Total number of tasks assigned to the logged-user of the dashboard. |
| Active Incidents older than 7 days | Single score () |
Total number of active incidents logged before seven days. |
| Incident SLA Breached | Single score () |
Total number of incidents that exceed its SLA. |
| Incident SLAs at Risk | Single score () |
Total number of active incidents that have not yet exceeded an SLA but have elapsed 75% of the duration of the SLA. |
| My Groups Work | List ( ) |
Outstanding work load (tasks) of the logged-in user's group. |
| My Work | List () |
The logged-in user's outstanding work load (tasks). |