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Summary of ITSM Success Dashboard indicators components
The ITSM Success Dashboard indicators components enable ServiceNow customers to visually analyze performance and self-solve data to drive better business outcomes.The dashboard consolidates key performance indicators (KPIs) related to IT service management processes, providing actionable insights for administrators, analysts, and leadership teams.
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Getting Started with the Admin Console
The Admin Console serves as the centralized access point for the ITSM Success Dashboard, Operational Success, and Benchmarks dashboards. It displays admin-related tasks such as application installation, updates, configuration settings, and frequently asked questions. Admins see a role-specific landing page that highlights the status of related applications and configurations, helping ensure smooth setup and maintenance.
Performance and Service Quality Indicators
Performance Overview: Track KPIs like Self-solved percentage, Call deflection percentage, Requests completed, and Successful predictions to monitor operational efficiency.
Service Quality: Measure KPIs such as Customer satisfaction score, Mean time to resolve, % Breached SLA, and % First assignment resolution to assess service effectiveness and user experience.
Scorecards: Aggregate daily KPI values over selected timeframes (monthly, quarterly, yearly) to show current period scores and compare with previous periods, enabling trend analysis and performance benchmarking.
Detailed Data Exploration
Info Icons: Provide quick descriptions and calculation methods for each indicator to improve understanding.
Trends: Visualize KPI score trends over time to identify improvements or declines.
View Details: Drill down into constituent primary and contributing indicators, with graphs and record-level data available for users with appropriate permissions (snsd.successdashboarddetailsread).
Cost Savings Drill-down: Explore detailed cost-saving insights for specific KPIs with contextual descriptions.
Contextual Side Panels and Insights
The dashboard includes side panels that present contextual formulas, definitions, insights, and cost savings related to selected metrics. Analysts can leverage these insights to identify process bottlenecks and take corrective actions using the Analyst Workbench, particularly focusing on the incident management process.
Operational Success Dashboard
This dashboard offers a consolidated view of end-to-end IT process performance across multiple applications such as Incident, Major Incident, Change, Request, Service Catalog, Interaction, Problem, and On-Call Scheduling. It helps teams and leadership prioritize areas impacting business outcomes and supports continuous improvement efforts.
Analyze the performance and self-solve data visually and drive business outcomes with the help of the dashboard components.
Getting started with the Admin Console
With the Admin Console, you can access the ITSM Success Dashboard, Operational Success, and Benchmarks dashboard. The Admin Console displays all the admin-related work at a glance and tasks that need attention, including installation of the related application and configuration settings.
As an admin, you see the role-specific variant of the landing page. Admin landing pages include the following items:
Related applications that have a latest update available.
Related applications that aren't activated or installed.
Configurations for all the installed applications.
Common questions and more information related to the applications.
Performance overview in the ITSM Success Dashboard indicators
Measure the key performance indicators (KPIs) like Self-solved percentage, Call deflection percentage, Requests completed, and Successful predictions on the Performance overview tab. For more information,
see ITSM Success Dashboard KPI definitions and formulas.
Service quality in the ITSM Success Dashboard indicators
Measure the key performance indicators (KPIs) like Customer satisfaction score, Mean time to resolve, % Breached SLA, and % First assignment resolution on the Service quality tab. For more information, see ITSM Success Dashboard KPI definitions and formulas.
Cost savings in the ITSM Success Dashboard indicators
View the overall estimated cost saved by using the ITSM Success Dashboard capabilities for Knowledge articles, Predictive Intelligence, Virtual Agent conversations, and Catalog submissions.
Scorecards in the ITSM Success Dashboard indicators
View the aggregation of the daily values for KPIs in the selected period in the scorecards with the following information.
Figure 1. Scorecard widget
Current period score: View the aggregated score for the current time period. Select one of the following options:
Monthly: View 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: View 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: View 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.
Comparison with previous period: View the percentage change compared to the previous period aggregation. Data is displayed in a month-over-month, quarter-over-quarter, and year-over-year comparison
based on the availability of the data.
Info icons in the ITSM Success Dashboard indicators
Use the info icons to view the short description of the indicator and understand how the indicator value is calculated.
Figure 2. Info icon
Trends in the ITSM Success Dashboard indicators
View the trend of the aggregated scores for the selected metric scorecard.
View details in the ITSM Success Dashboard indicators
See the constituent drill-down views and their contextual descriptions for KPIs. The detailed information can be viewed by selecting View details.
View the primary indicators.Figure 5. Top-level primary indicatorsYou can replace or add new indicators to suit your implementation in addition to the base system indicators. See Configure Success Dashboard indicators KPIs for more details.
View the contributing indicators.Figure 6. Second-level contributing indicatorsYou can view a graph of the contributing indicators scores over time along with the KPI value.
View the record-level breakdown.Figure 7. Record-level breakdown indicators
This level of drill down helps you view the record-level details of the indicator when you have the sn_sd.success_dashboard_details_read user permissions. See KPI details for more information.
Note:
You need to have the sn_sd.success_dashboard_details_read access to the records of the table to view the transactions in this level.
View cost saving details in the ITSM Success Dashboard indicators
Enable Cost savings and view the drill-down views and their contextual descriptions for KPIs. The detailed information can be viewed by selecting View Details.
View the primary indicators:
Second-level contributing indicators
Contextual side panel in the ITSM Success Dashboard indicators
View the contextual formula and definitions, insights, and cost savings in the More information, Insights, and Cost Savings side panel respectively for the
selected metric or KPI.
More Information side panel.
Insights side panel
View the insights of the KPIs.
Cost Savings side panel
View the amount saved for the KPI.
View process insights on the ITSM Success Dashboard
View the process insights on the ITSM Success Dashboard to analyze the process bottlenecks and take steps from the analyst workbench to improve the metrics.
On the Service Quality tab, select Insights on the contextual side panel, then select View in Analyst Workbench.
Only the top two insights that are the least efficient are displayed in the contextual side panel. The process insights are executed in the incident table only in the base system.
Operational Success dashboard in the ITSM Success Dashboard indicators
The Operational Success dashboard provides a consolidated view of the end-to-end performance of the IT processes that are implemented in your organization.
The
dashboard showcases a snapshot of the performances for the Incident, Major Incident, Change, Request, Service Catalog, Interaction, Problem, and On-Call Scheduling applications. These indicators help teams and the leadership focus on areas that have an impact on business outcomes.