--- sourceDocument: Australia IT Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/australia/it-service-management Release : - australia ft:locale : - en-US ft:publication_title : - Australia IT Service Management ft:clusterId : - itsm bundleId : - itsm workflow : - Technology --- # ITSM Success Dashboard indicators components # ITSM Success Dashboard indicators components {#ariaid-title1} Release version: Australia Updated March 12, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 5 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of ITSM Success Dashboard indicators components The ITSM Success Dashboard in ServiceNow Australia release provides a comprehensive visual analysis of IT service management performance and self-service metrics. It leverages AI-driven tools like Now Assist, Virtual Agent, and predictive intelligence to help your teams resolve incidents faster, improve customer satisfaction, and reduce operational costs. The dashboard consolidates key performance indicators (KPIs) and process insights to drive business outcomes and enhance digital employee experience (DEX). Show full answer Show less ## Key Features * **AI and Virtual Agent Integration:** Summarizes chat conversations and incident details, enabling quicker incident resolution and note sharing among agents. The Self-solved KPI tracks interactions that prevent incident creation within 24 hours, supporting proactive self-service. * **Proactive Engagement for DEX:** Suggests and implements issue resolutions proactively, improving end-user digital experience and self-resolution rates. * **Admin Console:** Centralized access point for managing ITSM Success, Operational Success, and Benchmark dashboards. It highlights application updates, installation status, configurations, and common questions tailored to admin roles. * **Performance Overview:** Monitors KPIs such as Self-solved percentage, Call deflection percentage, Requests completed, and Successful predictions to track operational effectiveness. * **Service Quality Metrics:** Tracks Customer Satisfaction Score, Mean Time to Resolve, SLA breaches, and First Assignment Resolution to ensure service excellence. * **Cost Savings Visibility:** Estimates savings generated through Knowledge articles, Virtual Agent interactions, Predictive Intelligence, and catalog submissions. * **Scorecards and Trends:** Aggregates daily KPI values over selectable periods (monthly, quarterly, yearly) with comparative analysis against previous periods, supporting informed decision-making. * **Drill-Down and Detailed Views:** Enables exploration of KPIs at multiple levels---from primary indicators to contributing factors and individual record-level data (with appropriate permissions)---for granular analysis. * **Contextual Side Panels:** Provides definitions, formulas, insights, and cost savings related to selected metrics, enhancing understanding and actionable insights. * **Process Insights:** Identifies bottlenecks in incident management and facilitates targeted improvements via the Analyst Workbench, focusing on least efficient process areas. * **Operational Success Dashboard:** Offers a consolidated performance snapshot across IT processes such as Incident, Major Incident, Change, Request, Service Catalog, Interaction, Problem, and On-Call Scheduling, aligning IT efforts with business outcomes. ## Practical Benefits for ServiceNow Customers * Accelerate incident resolution and improve agent collaboration through AI-driven summaries and notes. * Increase self-service success rates, reducing the load on live agents and improving end-user satisfaction. * Gain real-time visibility into critical KPIs and cost savings to optimize ITSM operations and justify investments. * Empower administrators with a unified console to manage application lifecycle and configurations efficiently. * Leverage detailed drill-down analyses and insights to proactively identify and resolve process inefficiencies. * Use the Operational Success dashboard to monitor and enhance the performance of key IT processes impacting business outcomes. Analyze the performance and self-solve data visually and drive business outcomes with the help of the dashboard components. ## ServiceNow Otto for IT Service Management (ITSM) for Success Dashboard {#itsm-sdb-dasboard-overview__section_mx1_r2j_5bc} With the ServiceNow Otto for IT Service Management (ITSM) for Success Dashboard, you can summarize the chat conversations and incident details. You can generate the incident resolution notes to share with other agents, and wrap up incidents faster. The Self-solved using QnA KPI in the ITSM Success Dashboard uses Now Assist and AI search QnA as contributing indicators. You can interact with a Virtual Agent, read the Knowledge base article, get a summarized/succinct response by Now LLM in Virtual Agent or on the portal. This interaction, subsequently does not create an incident, access any knowledge base article, or interact with a live agent in the next 24 hours. To update the live agent script include see, [Update the live agent script include](https://www.servicenow.com/docs/r1Oug8tCCisqPUk1SwRKCQ "Live agent configuration is used in the self-solved deflections (Deflection using KB articles, Deflection using QnA AIS, Deflection using QnA LLM, and Deflection using ITSM VA). While we configure these deflections, we need to update the live agent script include. Update the SSADeflectionHelper script to override the checkInteraction function."). ## Proactive Engagement for DEX {#itsm-sdb-dasboard-overview__section_qc4_v2j_5bc} The Self-solved using Proactive Engagement for DEX KPI listed under the self-solved percentage, helps the users resolve their digital experience issues. It proactively suggests the resolutions and resolves the issue. ## Getting started with the Admin Console {#itsm-sdb-dasboard-overview__section_vd2_cdf_2bc} 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. {#itsm-sdb-dasboard-overview__ul_cfk_2df_2bc} ## Performance overview in the ITSM Success Dashboard indicators {#itsm-sdb-dasboard-overview__section_e1b_2xc_htb} 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](https://www.servicenow.com/docs/_RtDJAxOPgzf_S6HFeyLWA "Enable ITSM Success Dashboard and configure settings to understand and use the Key Performance Indicators (KPIs) and formulas."). ## Service quality in the ITSM Success Dashboard indicators {#itsm-sdb-dasboard-overview__section_hwr_fxc_htb} 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](https://www.servicenow.com/docs/_RtDJAxOPgzf_S6HFeyLWA "Enable ITSM Success Dashboard and configure settings to understand and use the Key Performance Indicators (KPIs) and formulas."). ## Cost savings in the ITSM Success Dashboard indicators {#itsm-sdb-dasboard-overview__section_ckp_gwb_gxb} 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 {#itsm-sdb-dasboard-overview__section_nm4_hk4_2fb} 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. {#itsm-sdb-dasboard-overview__ul_jkf_rvq_vrb} * 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. {#itsm-sdb-dasboard-overview__ul_ypm_zd5_vrb} ## Info icons in the ITSM Success Dashboard indicators {#itsm-sdb-dasboard-overview__section_cxk_4g5_vrb} 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 {#itsm-sdb-dasboard-overview__section_gpm_1h5_vrb} View the trend of the aggregated scores for the selected metric scorecard. Figure 3. Call deflection trend Figure 4. Structured tickets completed trend ## View details in the ITSM Success Dashboard indicators {#itsm-sdb-dasboard-overview__section_w5k_4g5_vrb} 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 indicators You can replace or add new indicators to suit your implementation in addition to the base system indicators. See [Configure Success Dashboard indicators KPIs](https://www.servicenow.com/docs/wH7JiZiDtoPAyjUuBAcUxg "Success Dashboard indicators has a prescriptive methodology for measuring performance. But you can reconfigure the source of the Key Performance Indicators (KPIs) by replacing the available indicators in the base system or by adding more indicators.") for more details. * View the contributing indicators.Figure 6. Second-level contributing indicators You 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 {#itsm-sdb-dasboard-overview__ul_xy2_sqf_wrb}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](https://www.servicenow.com/docs/access?context=kpi-details&version=australia&pubname=australia-now-intelligence&ft:locale=en-US) for more information. ## View cost saving details in the ITSM Success Dashboard indicators {#itsm-sdb-dasboard-overview__section_ycd_zzl_2xb} 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 {#itsm-sdb-dasboard-overview__ul_zdc_51m_2xb} ## Contextual side panel in the ITSM Success Dashboard indicators {#itsm-sdb-dasboard-overview__section_efs_2h5_vrb} 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 {#itsm-sdb-dasboard-overview__section_dbz_fzg_cyb} View the insights of the KPIs. ## Cost Savings side panel {#itsm-sdb-dasboard-overview__section_ggk_jzg_cyb} View the amount saved for the KPI. ## View process insights on the ITSM Success Dashboard {#itsm-sdb-dasboard-overview__section_pkx_rzg_cyb} 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 {#itsm-sdb-dasboard-overview__section_b5s_fxs_c1c} 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.