New Benchmarks Dashboard

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read

    • The Benchmarks dashboard displays KPI data, performance trends, and indicator scorecards.

    The Benchmarks KPI dashboard view displays all the KPIs and can be accessed through Service Portal.

    The dashboard features include the following:
    • KPIs are shown in either the list or card view.
    • Downloadable reports of the KPI list are available in PDF format.
    • Data is filtered by type of industry, number of users, Managed Service Providers (MSPs), or geographic region (the filter is retained when switching between the KPI view and trend view).
      Note:
      Only MSPs can view the global MSP aggregate score data.
    • The performance against the global data is shown with a thumbs up or thumbs down representation.
    • Depending on the subscription, six months to two years of historical KPI data can be viewed.
    • Time values can be displayed in hours or days using the sn_bm_client.dashboard_display_unit system property.
    Note:
    The new Benchmarks dashboard is available from the ServiceNow store.
    Benchmarks Dashboard

    Percentile rank

    The exact standing of the KPI for your company within your participating peer group is indicated by percentile rank. A KPI percentile rank of 90% indicates that your instance standing for that KPI is greater than 90% of the instances participating in that group.

    KPI Direction

    (Percentile rank goal)
    Minimize Maximize
    Incident
    % of high priority incidents resolved yes. no.
    % of incidents resolved on first assignment no. yes.
    % of incidents resolved within SLA no. yes.
    % of reopened incidents yes. no.
    Average time to resolve a high priority incident yes. no.
    Average time to resolve an incident yes. no.
    Number of incidents created per user yes. no.
    Problem
    % of high priority problems yes. no.
    % of incidents resolved by problem no. yes.
    Average time to close a problem yes. no.
    Change
    % of emergency changes yes. no.
    % of failed changes yes. no.
    Average time to close a change yes. no.
    Service Catalog
    % of closed requests with breached SLAs yes. no.
    Average time to fulfill a request yes. no.
    Number of requests created per user yes. no.
    Knowledge
    % of incidents resolved using KB articles no. yes.
    Number of knowledge article views per user no. yes.
    ITSM Virtual Agent
    % call deflection no. yes.
    % of incidents auto-resolved no. yes.
    Other
    Average customer satisfaction no. yes.
    Number of requesters per fulfiller no. yes.
    CMDB
    % of duplicate CIs yes. no.
    % of non-compliant CIs yes. no.
    % of stale CIs yes. no.
    Security Incident Response
    % of critical and high priority security incidents yes. no.
    Vulnerability Response
    Average critical vulnerability age yes. no.
    Average vulnerability age yes. no.
    Virtual Agent
    % of users using Virtual Agent yes. no.
    % conversation handed over to a live agent no. yes.
    Virtual Agent CSAT score yes. no.
    Success Dashboard
    Self-solved % yes. no.
    Call deflection % yes. no.
    Structured tickets % yes. no.
    Customer satisfaction survey scores yes. no.
    MTTR – Average mean time to resolution no. yes.
    Breached SLA % no. yes.
    First assignment resolution yes. no.
    % Automated resolutions yes. no.
    % KB - Self-solved (count) yes. no.
    % VA - Self-solved (count) yes. no.
    % Call deflection when self-solved (count) yes. no.
    % VA ticket submissions (count) yes. no.
    % Catalog ticket submissions (count) yes. no.