Legacy: IT Executive dashboard
Summarize
Summary of Legacy: IT Executive dashboard
The Legacy IT Executive dashboard provided a high-level overview of IT Service Management (ITSM) metrics to IT executives. However, starting with the Xanadu release, this dashboard is deprecated. ServiceNow customers are encouraged to use the ITSM Success Dashboards as the primary tool for viewing ITSM metrics going forward.
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Intended Users and Roles
This dashboard was designed for IT Executives and did not require any specific user roles to access the displayed information.
Key Indicators and Metrics
The dashboard tracked a variety of critical ITSM performance indicators, primarily expressed as percentages or averages based on incident, problem, request, and SLA data. These indicators helped monitor IT service quality and operational efficiency:
- Incident and Problem Prioritization: Percentage of new critical incidents and problems (priority = 1 - Critical).
- Incident Management: Percentage of open incidents not updated in the last 5 days, average age of open incidents (in days), average resolution time of resolved incidents (in days), and average reassignment rate for open incidents.
- Request Management: Percentage of open requested items before their due date and percentage of overdue requested items.
- SLA Compliance: Percentage of active breached task SLAs today.
- Cost and Satisfaction Metrics: Average cost per resolved incident on a weekly basis, and average overall customer satisfaction score based on normalized survey results.
- Volume Metrics: Number of new incidents, new problems, open incidents, open requested items, and resolved incidents within specified time frames.
Underlying Data and Formulas
The dashboard relied on calculated formulas integrating data from incident, problem, request, SLA, and customer satisfaction survey records. For example, it calculated percentages by dividing counts of specific records over total counts (e.g., new critical incidents over total new incidents) and averages by summing durations or costs divided by counts.
Some internal metrics used in formulas but not shown on the dashboard included:
- Cost of incidents resolved (using incident metric records identifying resolution fixed cost)
- Normalized customer satisfaction scores and survey instance counts
- Counts of active and breached SLA tasks
- Summed age, duration, and reassignment counts for incidents
Breakdowns and Filters
The dashboard supported breakdowns of data by multiple dimensions to enable detailed analysis, including:
- Age, Assignment Group, Category, Contact Type, Priority, and State for incidents, problems, and requested items
- Backordered status for requested items
- Departments for opened by and requested by fields
- SLA Definition and Stage for requested items
Practical Implications for ServiceNow Customers
Although this legacy dashboard is deprecated, understanding its metrics provides valuable insight into key ITSM performance indicators and how they are calculated. Customers transitioning to the ITSM Success Dashboards can expect similar high-level metrics presented with enhanced capabilities and support. The detailed formulas and breakdowns outlined here illustrate the important dimensions and calculations that help monitor IT service health, adherence to SLAs, customer satisfaction, and operational efficiency.
See a high-level view across all of ITSM.
End user and roles
| End user and goal | Required role |
|---|---|
| IT Executive | None |
Indicators
- % of new critical incidents
- The result of the formula
( [[Number of new incidents > Priority = 1 - Critical]] / [[Number of new incidents]] ) * 100 - % of new critical problems
- The result of the formula
( [[Number of new problems > Priority = 1 - Critical]] / [[Number of new problems]] ) * 100 - % of open incidents not updated in last 5 days
- Number of open incidents not updated in last 5 days as a percentage of number of open incidents, according to the formula
( [[Number of open incidents not updated in last 5 days]] / [[Number of open incidents]] ) * 100. - % of open requested items before due date
- The result of the formula
( [[Number of open requested items before due date]] / [[Number of open requested items]] ) * 100 - % of overdue requested items
- The result of the formula
100 - [[% of open requested items before due date]] - Active Breached SLAs Today
- The result in percentage of the formula
([[Number of breach task sla today]]/[[Number of active task sla]])*100 - Average age open incidents
- The result, in days, of the formula
[[Summed age of open incidents]] / [[Number of open incidents]] / 24 - Average Cost per Resolved Incident - Weekly
- The result of the formula
[[Cost of Incidents Resolved / By week SUM +]]/[[Number of resolved incidents / By week SUM +]]. In other words, the weekly sum of the cost of resolved incidents, including partial weeks, divided by the weekly sum of resolved incidents, including partial weeks. - Average reassignment of open incidents
- The result of the formula
[[Summed re-assignment of open incidents]] / [[Number of open incidents]] - Average resolution time of resolved incidents
- The result of the formula
[[Summed duration of resolved incidents]] / [[Number of resolved incidents]] / 24 - ITSM Average Overall Customer Satisfaction
- Average of the normalized score for the Customer Satisfaction survey, as a result of the formula
[[ITSM normalized satisfaction score]] / [[ITSM survey instances]] - Number of new incidents
- The number of incidents opened today
- Number of new problems
- The number of incidents opened today
- Number of open incidents
- Number of incidents with no Resolved date
- Number of open incidents not updated in last 5 days
- Number of open incidents with an Updated date of more than five days ago
- Number of open requested items
- Number of requests with a registration date on or before today and no closed date, or a closed date after today
- Number of open requested items before due date
- Number of requested items open today (before midnight on collection date) and a due date after midnight on the collection date.
- Number of resolved incidents
- Number of incidents with a value in the Resolved date field
- Cost of Incidents Resolved
- The daily sum of the Value field of incident_metric records where the Definition field value is Incident Resolution Fixed Cost.
- ITSM normalized satisfaction score
- Sum of the normalized score of metric results for the Customer Satisfaction survey
- ITSM survey instances
- Number of the survey instances of the Customer Satisfaction survey
- Number of active task sla
- The count of active SLA tasks on task_sla with a start time before today and a stop time after today.
- Number of breach task sla today
- The count of active SLA tasks on task_sla with a breach time before today
- Summed age of open incidents
- The sum of hours between the time an incident was opened and now
- Summed duration of resolved incidents
- The sum of hours between the time an incident was opened and the time it was resolved
- Summed reassignments of open incidents
- The summed reassignment count of all open incidents
Breakdowns
- Age (Requested Item, Incident)
- Assignment Group
- Backordered (Requested Item)
- Category (Incident)
- Contact Type (Incident)
- Item
- Opened by Department
- Priority (Requested Item, Incident, Problem)
- Requested by Department (Requested Item)
- SLA Definition
- Stage (Requested Item)
- State (Change, Request, Problem)