Deprecated Benchmarks dashboard

  • Release version: Australia
  • Updated March 12, 2026
  • 3 minutes to read

    • The Benchmarks dashboard shows KPI data, performance trends, and indicator scorecards.

    Note:
    For information about the new Benchmarks dashboard, see New Benchmarks Dashboard.

    The Benchmarks KPI dashboard view displays all the KPIs and can be accessed through Service Portal.

    Features include:
    • Ability to show KPIs in either list or card view.
    • Downloadable reports of KPI list and all charts in PDF format.
    • Ability to filter data by type of industry, number of users, MSPs, or geographic region (the filter is retained when switching between KPI view and trend view).
      Note:
      Only Managed Service Providers (MSP) can view the global MSP aggregate score data.
    • Color-coded KPI data (the favorable comparison results for your instance are in green, while red favors global data).
    • Monthly change percentage calculation of your instance from the previous month.
    • Ability to view six months of historical KPI data.
    • Ability to display time values in hours or days (using the sn_bm_client.dashboard_display_unit system property).
    Note:
    Service Portal must be installed to view the Benchmarks dashboard.
    Benchmarks Dashboard

    Percentile rank

    The exact standing of the KPI for your company within your participating peer group is indicated by percentile rank. A KPI percentile rank of 90% indicates that your instance outperforms 90% of the instances participating in that KPI group.

    Note:
    A high percentile rank does not always indicate a desirable result.

    For certain KPIs a higher ranking is preferred (% of incidents resolved using KB articles), but for others it is not (% of emergency changes). The meaning of your percentile ranking should be interpreted based on the direction of the KPI being analyzed.

    KPI Direction

    (Percentile rank goal)
    Minimize Maximize
    Incident
    % of high priority incidents resolved yes. no.
    % of incidents resolved on first assignment no. yes.
    % of incidents resolved within SLA no. yes.
    % of reopened incidents yes. no.
    Average time to resolve a high priority incident yes. no.
    Average time to resolve an incident yes. no.
    Number of incidents created per user yes. no.
    Problem
    % of high priority problems yes. no.
    % of incidents resolved by problem no. yes.
    Average time to close a problem yes. no.
    Change
    % of emergency changes yes. no.
    % of failed changes yes. no.
    Average time to close a change yes. no.
    Service Catalog
    % of closed requests with breached SLAs yes. no.
    Average time to fulfill a request yes. no.
    Number of requests created per user yes. no.
    Knowledge
    % of incidents resolved using KB articles no. yes.
    Number of knowledge article views per user no. yes.
    ITSM Virtual Agent
    % call deflection no. yes.
    % of incidents auto-resolved no. yes.
    Other
    Average customer satisfaction no. yes.
    Number of requesters per fulfiller no. yes.
    CMDB
    % of duplicate CIs yes. no.
    % of non-compliant CIs yes. no.
    % of stale CIs yes. no.
    Security Incident Response
    % of critical and high priority security incidents yes. no.
    Vulnerability Response
    Average critical vulnerability age yes. no.
    Average vulnerability age yes. no.
    Virtual Agent
    % of users using Virtual Agent yes. no.
    % conversation handed over to a live agent no. yes.
    Virtual Agent CSAT score yes. no.
    Success Dashboard
    Self-solved % yes. no.
    Call deflection % yes. no.
    Structured tickets % yes. no.
    Customer satisfaction survey scores yes. no.
    MTTR – Average mean time to resolution no. yes.
    Breached SLA % no. yes.
    First assignment resolution yes. no.
    % Automated resolutions yes. no.
    % KB - Self-solved (count) yes. no.
    % VA - Self-solved (count) yes. no.
    % Call deflection when self-solved (count) yes. no.
    % VA ticket submissions (count) yes. no.
    % Catalog ticket submissions (count) yes. no.

    Top Performers

    You can compare the customer's Benchmark score to analyze your performance against the top-ten percentile in a cohort.

    ITSM dashboards

    ITSM dashboards are a central place for ITSM users to monitor ongoing ITSM operations. These dashboards contain data visualizations to help you improve your business processes and practices.

    Access the dashboards under Self-Service > Dashboards. To view detailed information, hover over any report graphic.

    Dashboard Description Role
    IT Manager Overview reports and IT service analysis reports
    • Incident Manager
    • SLA Manager
    • pa_admin
    IT Agent Agent work and agent group work reports, and prioritized workload
    • itil
    • itil_admin
    • pa_admin
    IT Executive Customer service, performance, and risk map reports
    • itil
    • itil_admin
    • pa_admin