---
sourceDocument: Brazil IT Operations Management
sourceDocumentLink: https://www.servicenow.com/docs/r/it-operations-management

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil IT Operations Management

ft:clusterId :

    - itom

bundleId :

    - itom

workflow :

    - Technology


---

# Customize metric configurations

# Customize metric definitions {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Customize the base system metric definitions based on your business requirements.

## Before you begin

Role required: sn_dex_score.digital_workplace_leader, sn_dex.admin

## Procedure

1. Navigate to AllDigital Experience ScoreMetric Definition Configuration.
2. Open a metric definition configuration to modify its details.
3. On the form, edit the Metric visibility field to determine who can view the metric.
   1. Select the Unlock metric visibility icon ![]() and select the visibility type.
   2. From the drop-down list, select one of the following options:  
      * L1 checklist: Metric details are visible to service desk agents on the Investigation tab of incident records for DEX monitored devices.
      * Advanced: Metric details are visible to administrators and IT operators. Service desk agents can view advanced metrics by turning on Show additional metrics on the Investigation tab of incident records.
      {#dexscr-customize-dex-score-metric-defs__ul_oqc_5dn_jhc}
   3. **Optional:** To delete a value, select the value and then select the Remove selected item icon ![]().
   4. Select the Lock metric visibility icon ![]().
   {#dexscr-customize-dex-score-metric-defs__substeps_tkn_5fy_r3c}
4. Edit the Metric category field to specify the device health category that the metric is associated with.
   1. Select the Lookup using list icon ![]().
   2. On the Device self-service categories page, select a category from the Title list.
   {#dexscr-customize-dex-score-metric-defs__substeps_ljw_ygy_r3c}
5. On the form, customize the remaining fields.  
   For a description of the field values, see [Metric definition form](https://www.servicenow.com/docs/T6tVhEciRr2g8fmqat8kZw "Update the scoring details of a metric definition, activate or deactivate it, or specify whether it contributes to the overall DEX score.").
6. Select Update.
**Related concepts**   

* [Digital Experience Score​](https://www.servicenow.com/docs/Mw88k74kQ_mIU7Q~DvseHw "Digital Experience Score​ (DEX Score) provides comprehensive insight into the digital experience of your employees, enabling you to identify areas of improvement to enhance overall employee experience.")  
**Related tasks**   

* [Define qualitative mapping for a DEX Score metric](https://www.servicenow.com/docs/gfilM42_PQOJyfudU92YiQ "Define the mapping between the qualitative value and normalized score of a DEX Score metric according to your business needs.")  
**Related reference**   

* [DEX Score metrics calculation](https://www.servicenow.com/docs/eFXRYsP_uyl~3GP52Z_Ssw "Metric values in the Digital Experience Score​ dashboard are calculated as weighted averages of device, application, user sentiment, and service experience scores.")
* [DEX Score normalization for metric scores](https://www.servicenow.com/docs/IsxfT9gA6J96JW6CiCtKzg "Normalization adjusts individual scores of each metric to a common scale, enabling comparison across different metrics.")

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