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

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# KPI configuration for Success Dashboard indicators

# KPI configuration for Success Dashboard indicators {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Reconfigure the source of KPIs in Success Dashboard indicators by replacing or adding indicators in the base system.
For example, your organization may have a different method to determine Self-solved using Knowledge. You cannot change the definition of Self-solved percentage and Call deflection that use `Self-solved using Knowledge`, but you can replace or add the KPIs and their constituents.  
There are two major types of indicators:

* Primary indicators: The indicators prescribed by ServiceNow.  
  Warning:  
  You must not modify any primary indicators because these are prescribed by ServiceNow®. Modifying these KPIs might impact your scores.
  * You can view the primary indicators in the Primary Indicator Registry table `(sn_sd_primary_indicator_registry)`.
  * You can view the corresponding Performance Analytics indicators in the Primary Indicator table `(sn_sd_primary_indicator)`.  
    Primary indicators are of the following types:
    * Manual: The formulae for these indicators are made up of other primary indicators.
    * Automatic: The formulae for these indicators are automatically calculated based on the contributing indicators.
    {#config-kpis-sdb__ul_tbj_2kf_wrb}
  {#config-kpis-sdb__ul_ejp_nkf_wrb}
* Contributing Indicators: The indicators listed in the Contributing Indicator Registry `(sn_sd_contributing_indicator_registry)` table and that point to primary indicators.
  * When these indicators are registered with automatic primary indicators, the formula of the primary indicator is automatically updated to include these indicators in the sum.
  * When these indicators are removed from the registry or marked inactive, the formula of the primary indicator is updated to remove this indicator from the sum. For example:

        Self-solve (manual primary indicator) = Self-solved using Virtual Agent (automatic primary indicator) + Self-solved using Knowledge (automatic primary indicator) + Automated Resolutions (automatic primary indicator) 

    Where:
    * Self-solved using Virtual Agent = Any Service group issues self-solved using VA (the only contributing indicator registered for this primary indicator)
    * Self-solved using Knowledge = Any Service group issues self-solved using Knowledge (the only contributing indicator registered for this primary indicator)
    * Automated Resolutions (automatic primary indicator) = Incident or HR ticket auto-resolution (the only contributing indicator registered for this primary indicator)
    {#config-kpis-sdb__ul_lkp_4j4_stb}
  {#config-kpis-sdb__ul_gnk_3j4_stb}
{#config-kpis-sdb__ul_rjm_cj4_stb}
* **[Add contributing indicators](https://www.servicenow.com/docs/M6r4~X1PA~n6jdhdESQMKA)**   
  Add new contributing indicators based on your organizational preferences.
* **[Add time savings](https://www.servicenow.com/docs/6deov4N2I08Tl9297alGeQ)**   
  Add new time savings as a contributing indicator based on your organizational preferences.
* **[Update more information cards](https://www.servicenow.com/docs/uQu97ZkKlmbtbkWXjAkDRg)**   
  Configure and update the More Information cards in the side panel.
* **[Create a cost savings indicator for ITSM Success Dashboard](https://www.servicenow.com/docs/zYQ3aG79USkiI5NYT962Ww)**   
  Create a cost savings indicator in ITSM Success Dashboard to determine and display the time saved for the contributing indicators when agents work on an incident.
* **[Modify the currency code for ITSM Success Dashboard indicators](https://www.servicenow.com/docs/m~T5PwQlRBdxl8XuitfqZg)**   
  Modify the currency code for ITSM Success Dashboard indicators.