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

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    - brazil

ft:locale :

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ft:publication_title :

    - Brazil IT Operations Management

ft:clusterId :

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---

# Normalization formulas for metrics

# DEX Score normalization for metric scores {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Normalization adjusts individual scores of each metric to a common scale, enabling comparison across different metrics.
In Digital Experience Score, key metrics monitored from applications and devices are normalized on a scale of 100. The normalization maps the Good, Average, or Poor range of the actual metric value to the corresponding range definition.  
Normalization of metric values is done in two ways: one to maximize values and the other to minimize values.{#dexscr-dex-score-normalization__table_pwr_jh4_zdc__entry__2}

|   |   |
|-|-|
| To maximize the value | Maximize the value when higher values are better, for example, metric for WiFi reception rate. The following formula is used to get the normalized score: `Normalized value (Maximize) = L1 + ((M1 - L2) / (H2 - L2) x (H1 - L1))` |
| To minimize the value | Minimize the value when lower values are better, for example, metric for CPU usage. The following formula is used to get the normalized score: `Normalized value (Minimize) = H1 - ((M1 - L2) / (H2 - L2) x (H1 - L1))` |
[ ]

{#dexscr-dex-score-normalization__table_pwr_jh4_zdc}Where,

* L1 = Low value of mapping range
* H1 = High value of mapping range
* M1 = Actual metric value
* L2 = Low value of metric value range
* H2 = High value of metric value range

{#dexscr-dex-score-normalization__ul_ntg_g34_zdc}You can customize the lower bound values for Good, Average, and Poor ranges. For more information, see [Customize metric definitions](https://www.servicenow.com/docs/mKU4vwO2mIhz4AvrIvL5Iw "Customize the base system metric definitions based on your business requirements.")

Example for an application metric normalization (maximize)
:
    Consider the following values for the metric WiFi reception rate:

    * Actual metric value (M1): 400 (falls in good range)
    * Mapping range for good (L1 and H1): 75--100
    * Metric value range for average (L2 and H2): 50--500
    {#dexscr-dex-score-normalization__ul_shy_m34_zdc}Then the application health metrics score is calculated as:

    Normalized value (Maximize) = `75 + ((400 - 50) / (500 - 50) x (100 - 75))` = 94 (rounded off).

Example for a device metric normalization (minimize)
:
    Consider the following values for the metric CPU Usage:

    * Actual metric value: 79 (falls in average range)
    * Mapping range for good (L1 and H1): 65--74
    * Metric value range for average (L2 and H2): 55--84
    {#dexscr-dex-score-normalization__ul_m25_3j4_zdc} Then the device health metrics score is calculated as:

    Normalized value (Minimize) = `74 - ((79 - 55) / (84 - 55) x (74 - 65))` = 66 (rounded off).

**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.")