---
sourceDocument: Australia Enable AI
sourceDocumentLink: https://www.servicenow.com/docs/r/australia/intelligent-experiences

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Enable AI

ft:clusterId :

    - platai

bundleId :

    - platai

workflow :

    - Platform


---

# Monitoring and value

# How monitoring scores contribute to AI value {#ariaid-title1}

Release version: Australia  
Updated June 8, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Quality scores from monitoring can feed the value calculation. The value an AI system reports then reflects how well it performs, not just how often it is used.

Value calculations in AI Control Tower measure productivity by combining how often an AI system is used, how much time it saves per use, and a quality dimension.

    Productivity = Usage × Time × Quality

The quality dimension can be a constant, an indicator, or the quality score that monitoring produces. When a value template uses the quality score, AI Control Tower pulls the live score from the monitoring pipeline into the calculation, so the productivity an AI system reports reflects how well it actually performs.

## Why quality scores improve value accuracy {#mon-ai-monitoring-value__mon-ai-monitoring-value-accuracy}

Because quality is one of the three dimensions in the productivity formula, the quality score directly affects the value an AI system reports. A system that scores poorly on quality reports lower productivity, even when usage is
high. Configuring evaluation metrics that reflect your organization's quality standards therefore produces more accurate value measurement. When the metrics behind a quality score don't match what your organization considers good
performance, the resulting value is skewed.

## When a quality score is not available {#mon-ai-monitoring-value__mon-ai-monitoring-value-fallback}

A value template uses the quality score only when one exists for the
asset. When evaluation is not enabled for an asset, or no sessions have
been scored yet, the template uses the Default quality constant so that value calculation continues without
interruption. To start generating quality scores, enable evaluation for
the asset.

## Setting and tracking value with quality scores {#mon-ai-monitoring-value__mon-ai-monitoring-value-setup}

An asset owner selects Quality Score as the Quality type when creating or editing a value template. The asset owner then tracks the resulting productivity in the Value area, where the
value reflects both how often and how well the AI system performs.

For more information about value templates and the dimensions they use, see [Measuring AI systems](https://www.servicenow.com/docs/uC7DGiWaaUPDJjEFJZYswg "Measure quantifies the productivity value delivered by your AI systems and tracks their costs. It also reports the net return on AI, enabling you to determine where to scale, fund, or retire AI.").