---
sourceDocument: Australia Proactive Service Experience Workflows
sourceDocumentLink: https://www.servicenow.com/docs/r/australia/proactive-service-exp-workflows

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Proactive Service Experience Workflows

ft:clusterId :

    - psew

bundleId :

    - psew

workflow :

    - Customer and Industry


---

# Service delivery overview

# Service delivery overview {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 5 minutes to read
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## Summary of Service delivery overview

The Service delivery overview in ServiceNow provides customers with comprehensive Analytics dashboards to monitor the operational status of their customer accounts.
It offers detailed visualizations such as diagrams, charts, and summary data on key service metrics including proactive cases, account escalations, SLAs, and Core KPIs.
This overview helps ServiceNow customers quickly assess service delivery performance across multiple accounts.
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## Access and Navigation

Customers can access the Service delivery overview by navigating to **Workspaces \> Service Operations Workspace** or **CSM/FSM Configurable Workspace** and selecting the service delivery overview icon. They can select one or more customer accounts to view relevant data.

## Key Features

* **Overview tab:** Displays essential performance indicators such as overall SLA achievement, open escalations, outage durations, first contact resolution rate, average case resolution and fulfillment times, and proactive case metrics. This tab provides a snapshot of service health and operational efficiency.
* **SLA performance tab:** Provides detailed SLA adherence metrics filtered by team or assignment groups, including overdue SLAs, SLAs expiring today, SLA achievement and breach percentages, and average SLA duration. This helps monitor SLA compliance and identify risk areas.
* **Service management tab:** Offers actionable insights into service quality with indicators like requests not updated in 5 or 7+ days, incident reopen rates, average reassignment counts, active case age, problem cases, and preferred communication channels. These metrics support improving service responsiveness and effectiveness.
* **User roles:** The role `snindtsmsdwan.PSEWUSER` allows viewing and editing the dashboard and managing users, groups, and roles, enabling controlled access and administration of the overview.

## Benefits for ServiceNow Customers

By utilizing the Service delivery overview, customers can:

* Gain a consolidated and visual understanding of service performance across customer accounts.
* Monitor SLA compliance effectively to ensure contractual obligations are met.
* Identify and address service issues proactively through detailed case and incident metrics.
* Improve operational decision-making with targeted insights on outages, escalations, and service trends.
* Manage dashboard access and user permissions to maintain secure and efficient oversight.  
Use the Service delivery overview to view the Analytics dashboards of the customer accounts. You can explore the details about the operational status of the accounts.

Service delivery overview displays the Analytics dashboards of the customer accounts. This dashboard contains diagrams, charts, and summary data on metrics such as proactive cases, account escalations, Service Level Agreements
(SLAs), Core Key Performance Index (KPI), and so on.  
The Service delivery overview contains the following tabs for each dashboard.

* Overview
* SLA performance
* Service Management

{#account-360-analytics-dashboard__ul_ebl_1mx_bcc}Figure 1. Example of Service delivery overview

## Access {#account-360-analytics-dashboard__section_ltw_xdy_d3c}

You can access the Service delivery overview page as follows:

1. Navigate to WorkspacesService Operations Workspace or CSM/FSM Configurable Workspace.
2. Select the service delivery overview (![Service Deliver Overview Icon.]()) icon.
{#account-360-analytics-dashboard__ol_i2x_zdy_d3c}

## Account selection {#account-360-analytics-dashboard__section_zgx_rmx_bcc}

Select Accounts, and then select the customer account that you want to view the data. You can also select more than one account.

## Overview tab {#account-360-analytics-dashboard__section_iy2_lww_bcc}

The Overview tab provides a comprehensive overview of key performance metrics and service-related indicators, presenting essential data at a glance.
{#account-360-analytics-dashboard__table_r5j_fmz_d3c__entry__2}

| Indicator | Description |
|-|-|
| Overall SLA achievement | Total percentage of SLAs met out of the total number of SLAs. |
| Open account escalations | Total number of account-related issues that have been escalated and are currently unresolved. |
| Unplanned outages caused by changes | Total number of outages classified as Outage with task numbers labeled as Change type. |
| Configuration items involved in cases | Total number of configuration items (CI) involved in cases. |
| Total outage duration by type (hours) | Sum of the total duration of outages, categorized by their types. This visualization helps which types of outages are most frequent or have the longest durations, enabling targeted improvements and resource allocation. |
| Total outage duration caused by changes (hours) | Total duration of all outages associated with tasks identified by a task number starting with CHG. |
| First contact rate | Percentage of customer inquiries or issues that are resolved during the first interaction with a service or support team. |
| Average time to resolve case | Average amount of time taken to resolve a case from the moment it's opened until it's officially closed. |
| Average time to fulfill | Average duration taken to fulfill a request from the time it's initiated until it's fully completed or closed. |
| Percent of cases created proactively | Percentage of customer service or support cases that were initiated proactively by the organization itself, rather than in response to customer inquiries or complaints. |
| Proactive cases by incident | Number of cases where the proactive field is set to true and the Caused by Incident field is populated. |
| Proactive cases by change | Number of cases where the proactive field is set to true and the Caused by Change field is populated. |
| Major cases triggered by incident | Number of cases where the proactive field is set to true and the Incident field is populated. |
| Number of missed major case record SLAs | All breached SLAs associated with tasks labeled as Case and having an Accepted status in the major case state. |
[Table 1. Overview indicators]

{#account-360-analytics-dashboard__table_r5j_fmz_d3c}

## SLA performance tab {#account-360-analytics-dashboard__section_k3j_vmz_d3c}

The SLA performance tab displays metrics that provide you with a summary of the effectiveness with which the managed services adhere to their SLAs.
{#account-360-analytics-dashboard__table_w3d_mnz_d3c__entry__2}

| Indicator | Description |
|-|-|
| Team overdue SLAs | Total number of SLAs marked as breached within a specific team, filtered based on the assignment groups linked to the logged-in user. |
| Team opened SLAs | Total number of SLAs that are either in progress or paused, specific to a team and filtered according to the assignment groups of the logged-in user. |
| Team SLA analysis achieved | Percentage of SLAs successfully met by a specific team. The data is filtered based on the assignment groups to which the logged-in user belongs to. |
| Team SLAs expiring today | Total number of SLAs within a specific team scheduled to reach their deadline or expire today, filtered based on the assignment groups linked to the logged-in user. |
| Team average SLAs age | Average duration between start time and end time for all SLAs marked as achieved or completed within a specific team. Filtered by the assignment groups associated with the logged-in user. |
| Team SLA analysis breached | Percentage of SLAs that weren't met by a specific team. The data is filtered based on the assignment groups to which the logged-in user belongs to. |
| Overdue SLAs | Number of open SLAs with the Has breached field activated. |
| Opened SLAs | Total number of SLAs that are in In progress or paused state. |
| Overall SLA analysis achieved | Percentage of SLAs that have been successfully met by a service provider. |
| SLAs expiring today | Number of SLAs that are scheduled to reach their deadline or expiration on the current day. |
| Average SLAs age | Average time span from start time to end time for all SLAs that are marked as either achieved or completed. |
| Overall SLA analysis breached | Percentage of SLAs that weren't met by a service provider. It assesses the instances where the agreed-upon time lines outlined in the SLAs were violated. |
[Table 2. SLA performance indicators]

{#account-360-analytics-dashboard__table_w3d_mnz_d3c}

## Service management tab {#account-360-analytics-dashboard__section_brv_wnz_d3c}

The Service management tab provides metrics that deliver actionable insights, enabling you to track and enhance the efficiency and quality of your services.
{#account-360-analytics-dashboard__table_xgh_znz_d3c__entry__2}

| Indicator | Description |
|-|-|
| Items not updated in last 5 days | Gauge chart grouping of requests marked as New, In Progress, or On Hold, that haven't received any updates or modifications within the past five days. |
| Items not updated for 7+ days | Gauge chart grouping of requests that aren't updated for more than seven days. |
| Incident reopen rate | Percentage of incidents that were initially marked as resolved but later required reopening due to unresolved issues or the emergence of related problems. |
| Average re-assignment count for resolved incidents | Average number of times an incident is reassigned to different team members or teams before it's finally resolved. |
| Average active case age | Average duration that cases remain open or active before they're resolved or closed. |
| Problems created by case | All problems initially reported with the task type labeled as Case. |
| Problems created by incident | All problems initially reported with the task type labeled as Incident. |
| Preferred channel used for communication | Sum of the total number channels used for communication, categorized by the type of channel. This visualization helps which types of channels are most used or have the longest durations. |
[Table 3. Service management indicators]

{#account-360-analytics-dashboard__table_xgh_znz_d3c}

## User roles {#account-360-analytics-dashboard__section_upb_qj4_2fb}

{#account-360-analytics-dashboard__table_ov2_tj4_2fb__entry__2}

| User role | Description |
|-|-|
| sn_ind_tsm_sdwan.PSEW_USER | Can view and edit the dashboard and manage users, groups, and roles for the dashboard. |
[Table 4. User roles and description]

{#account-360-analytics-dashboard__table_ov2_tj4_2fb}

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