ServiceNow AI Engagement
The ServiceNow AI Engagement dashboard provides visibility into user adoption, utilization patterns, and performance metrics across all AI systems in your ServiceNow instance. Monitor AI action volume, user engagement trends, departmental usage, and task efficiency gains to identify adoption opportunities and system effectiveness.
Engagement overview
The ServiceNow AI Engagement dashboard displays real-time and historical metrics that help administrators and stakeholders understand how AI systems are being adopted and used across the organization. Use this dashboard to track engagement trends, identify underutilized systems, and measure the productivity improvements delivered by AI automation.
To view the ServiceNow AI Engagement dashboard on AI Control Tower, navigate to .
Total AI actions
This metric displays the total number of LLM-related actions initiated during the selected period across all AI systems in your instance. The trend line shows cumulative action volume over time, and the comparison indicator displays the percentage change from the previous period.
Use this metric to assess overall AI system adoption velocity and identify upward or downward trends in AI utilization across your organization.
Average AI users
This metric shows the average number of unique users engaging with AI systems across all platforms during the selected period. The trend visualization indicates how user engagement is changing week-over-week or month-over-month.
Track this metric to measure user adoption growth and to identify periods of increased or decreased engagement with AI capabilities.
AI systems with no usage
This section lists all AI systems that did not record any user interactions or actions during the selected period. Each system is displayed as a separate item in the list.
Use this section to identify underutilized or unused AI systems that may require additional enablement, user awareness, or configuration review. Common reasons for no usage include insufficient user adoption, lack of awareness, or systems awaiting initial roll out.
Percentage of tasks closed using AI system
This metric displays the percentage of tasks that were completed with the assistance of an associated AI system during the selected period. The trend line illustrates how task closure efficiency changes over time, showing whether organizations are increasingly leveraging AI for task automation.
Use this metric to evaluate the impact of AI systems on task completion workflows and to understand the correlation between AI adoption and operational efficiency.
AI adoption by country
This section breaks down AI system adoption by geographic region, displaying both the highest and lowest adoption countries. Each country is represented with its adoption rate and the percentage change from the previous period.
Use this geographic view to identify regional adoption gaps, prioritize enablement efforts in lower-adoption regions, and benchmark regional performance.
Usage by department
This visualization shows the distribution of AI system usage across the top departments in your organization. The donut chart displays the number of unique users from each department interacting with AI systems and their proportional contribution to total usage.
Use this section to identify which departments are leading AI adoption, to target enablement efforts toward lower-usage departments, and to recognize department-specific adoption champions.
Top 5 AI systems by department
This section displays the five most frequently used AI systems across the organization, broken down by the departments that use them. A horizontal bar chart shows usage volume for each system, with color coding to distinguish contributions by department (Customer Support, Engineering, and Others).
Use this section to understand which AI systems are delivering the most value, to identify system-to-department alignment, and to guide resource allocation and investment decisions.
Task closure efficiency gain
This metric measures the percentage of improvement in task completion time when AI systems are used. The trend line shows how efficiency gains are changing over the selected period, indicating whether AI system improvements or increased adoption are delivering measurable productivity benefits.
Use this metric to quantify the business value delivered by AI automation and to communicate ROI to stakeholders.