---
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


---

# ITSM Success Dashboard glossary

# ITSM Success Dashboard glossary {#ariaid-title1}

Release version: Brazil  
Updated November 11, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 8 minutes to read  
Learn about the terms and concepts in ITSM Success Dashboard.

## A {#ariaid-title2}

Glossary terms are grouped alphabetically.

### Accounts unlocked using Password Reset apps {#ariaid-title3}

The number of times users unlocked their accounts using the Password Reset apps, as measured in ITSM Success Dashboard.

### Admin console {#ariaid-title4}

The workspace in ITSM Success Dashboard where you do the basic configuration of the dashboard. It organizes configuration activities into categories, each with planning guidance, pre-setup steps, and links to help content.

### agent interaction {#ariaid-title5}

In ITSM Success Dashboard, an interaction that isn't through Virtual Agent, such as a walk-up, phone, video, or live agent interaction.

### Automated Resolutions {#ariaid-title6}

An ITSM Success Dashboard KPI that counts the number of times a ticket was resolved automatically. In the base system, the contributing indicators are Incident Auto Resolution and Request Fulfilled Automatically.

### automatic primary indicator {#ariaid-title7}

An ITSM Success Dashboard primary indicator whose formula is automatically calculated from the contributing indicators registered with it.

## B {#ariaid-title8}

Glossary terms are grouped alphabetically.

### Benchmarks {#ariaid-title9}

An ITSM Success Dashboard feature that shows the global benchmark score for KPIs and trends, with comparative insight relative to other customers using Success Dashboard.

### % Breached SLAs {#ariaid-title10}

An ITSM Success Dashboard Service Quality KPI calculated from the daily average number of issues that were closed after breaching an SLA.

## C {#ariaid-title11}

Glossary terms are grouped alphabetically.

### Call deflection {#ariaid-title12}

An ITSM Success Dashboard KPI calculated from the number of times per day requesters submitted tickets using Service Catalog or Virtual Agent, or self-solved using Virtual Agent or Knowledge, without Tier 1 agent intervention.

### Catalog ticket submissions {#ariaid-title13}

In ITSM Success Dashboard, the incidents and requested items submitted using Service Catalog.

### Contributing indicator registry {#ariaid-title14}

The table (sn_sd_contributing_indicator_registry) in ITSM Success Dashboard that lists contributing indicators and the primary indicators they point to.

### contributing indicator {#ariaid-title15}

An ITSM Success Dashboard indicator listed in the Contributing Indicator Registry table that points to a primary indicator. When registered with an automatic primary indicator, it's added to that primary indicator's formula.

### Customer Satisfaction Score {#ariaid-title16}

An ITSM Success Dashboard Service Quality KPI calculated from the daily average score of surveys conducted after an issue was resolved through a ticket or Virtual Agent.

## D {#ariaid-title17}

Glossary terms are grouped alphabetically.

### deflection node {#ariaid-title18}

A node instrumented in Virtual Agent topics to indicate success for ITSM Success Dashboard, using the ITSM VA-Self-Resolving or ITSM VA-Triage \& Created deflection patterns of the ITSM VA Default deflection configuration.

### Deflection pattern {#ariaid-title19}

A pattern of the ITSM VA Default deflection configuration that a Virtual Agent deflection node uses to record whether a conversation self-resolved an issue or created a ticket for ITSM Success Dashboard.

### Deflection tracker {#ariaid-title20}

A Virtual Agent mechanism that helps analyze the performance of a conversation and how helpful Virtual Agent topics are to users, which feeds ITSM Success Dashboard indicators.

## E {#ariaid-title21}

Glossary terms are grouped alphabetically.

### Estimated Cost Savings {#ariaid-title22}

An ITSM Success Dashboard feature that measures the success of the product by calculating the total amount saved, with breakdowns by product capability and channel.

## F {#ariaid-title23}

Glossary terms are grouped alphabetically.

### % First assignment resolution {#ariaid-title24}

An ITSM Success Dashboard Service Quality KPI calculated as the percentage of tickets resolved without being reassigned to a different group.

### Fulfillment automation level {#ariaid-title25}

A catalog item field (Unspecified, Manual, Semi-automated, or Fully automated) that ITSM Success Dashboard uses to categorize the item. Fully automated items count toward the Automated Resolutions KPI.

## I {#ariaid-title26}

Glossary terms are grouped alphabetically.

### Incident auto resolution {#ariaid-title27}

A contributing indicator of Automated resolutions in ITSM Success Dashboard whose value is determined by the deflection node configured in the Issue Auto Resolution Virtual Agent topic.

### Info icon {#ariaid-title28}

An icon on an indicator scorecard in ITSM Success Dashboard that shows a short description of the indicator and how its value is calculated.

### ITSM VA-Self-Resolving {#ariaid-title29}

A deflection pattern in ITSM Success Dashboard that indicates Virtual Agent resolved the user's problem completely without creating a ticket, contributing to the Self-solved KPIs.

### ITSM VA-Triage \& Created {#ariaid-title30}

A deflection pattern in ITSM Success Dashboard that indicates a ticket was submitted using Virtual Agent, contributing to the Call deflection KPIs.

## K {#ariaid-title31}

Glossary terms are grouped alphabetically.

### key performance indicator {#ariaid-title32}

A measure prescribed by ServiceNow that ITSM Success Dashboard uses to measure the performance of your ITSM implementation.

#### KPI

### KPI category {#ariaid-title33}

An ITSM Success Dashboard record, such as Incident, Problem, Change, or Request, that is mapped to a dashboard and appears as a tab on the Operational Success dashboard.

### KPI target {#ariaid-title34}

A value you set in ITSM Success Dashboard for a KPI to match the benchmark score or your organizational targets, displayed on the KPI trendline.

## M {#ariaid-title35}

Glossary terms are grouped alphabetically.

### manual primary indicator {#ariaid-title36}

An ITSM Success Dashboard primary indicator whose formula is made up of other primary indicators.

### Mean time to resolve {#ariaid-title37}

An ITSM Success Dashboard Service Quality KPI calculated from the daily average of the time between ticket creation and ticket closure.

### More Information card {#ariaid-title38}

A context card in the ITSM Success Dashboard side panel that explains the formula and definition of a primary or contributing indicator.

## N {#ariaid-title39}

Glossary terms are grouped alphabetically.

### NOW Assist ticket submissions {#ariaid-title40}

The number of times a ticket was submitted using NOW Assist, determined in ITSM Success Dashboard by the ITSM - Triage \& Created deflection pattern in the NOW Assist topic.

## O {#ariaid-title41}

Glossary terms are grouped alphabetically.

### operational KPI {#ariaid-title42}

In ITSM Success Dashboard, a quantifiable measure that tracks the efficiency and effectiveness of day-to-day operations in your organization.

### Operational Success dashboard {#ariaid-title43}

An ITSM Success Dashboard view that provides a consolidated view of the end-to-end performance of the IT processes implemented in your organization.

## P {#ariaid-title44}

Glossary terms are grouped alphabetically.

### Passwords updated using Password Reset apps {#ariaid-title45}

The number of times users updated their account passwords using the Password Reset apps, as measured in ITSM Success Dashboard.

### Performance overview {#ariaid-title46}

An ITSM Success Dashboard tab that measures KPIs such as Self-solved percentage, Call deflection percentage, Requests completed, and Successful predictions.

### persona group {#ariaid-title47}

An ITSM Success Dashboard group with a yearly salary, used to calculate the estimated amount saved by requesters or fulfillers when processing a ticket. The base system provides the IT Tier 1 and Requester persona groups.

### Primary indicator registry {#ariaid-title48}

The table (sn_sd_primary_indicator_registry) where you view the primary indicators in ITSM Success Dashboard that are prescribed by ServiceNow.

### primary indicator {#ariaid-title49}

An ITSM Success Dashboard indicator prescribed by ServiceNow and stored in the Primary Indicator Registry table. Primary indicators must not be modified, as changes might impact your scores.

### Process insights {#ariaid-title50}

Insights in ITSM Success Dashboard that help you analyze process bottlenecks and take steps from Analyst Workbench to improve metrics.

### Productivity in fulfilment {#ariaid-title51}

A productivity moment in ITSM Success Dashboard that includes any productivity gains where ServiceNow helps agents or employees save time resolving a ticket.

### Productivity in routing {#ariaid-title52}

A productivity moment in ITSM Success Dashboard counted when a Predictive Intelligence prediction of an incident field, such as assignment group or category, matches the final value at incident closure.

### Productivity in search {#ariaid-title53}

A productivity moment in ITSM Success Dashboard counted when the NLU prediction model accurately understands the intent of the user's conversation or auto-selects a topic.

### Productivity moment {#ariaid-title54}

An ITSM Success Dashboard metric counted when ServiceNow products help a user be more productive in their day-to-day operations.

## R {#ariaid-title55}

Glossary terms are grouped alphabetically.

### % Reopened tickets {#ariaid-title56}

An ITSM Success Dashboard Service Quality KPI calculated from the percentage of resolved tickets that were reopened during a specified period.

### Request fulfilled automatically {#ariaid-title57}

The number of requested items fulfilled using automated workflows in ITSM Success Dashboard, which requires the Fulfillment automation level of the catalog item to be Fully automated.

## S {#ariaid-title58}

Glossary terms are grouped alphabetically.

### scorecard {#ariaid-title59}

An ITSM Success Dashboard widget that aggregates the daily values of a KPI for the selected period and compares them with the previous period.

### Self-solved percentage {#ariaid-title60}

An ITSM Success Dashboard KPI calculated from the daily average number of times users achieved a resolution without intervention from Tier 1 agents.

### Self-solved using Knowledge {#ariaid-title61}

An ITSM Success Dashboard KPI that counts the number of times users solved their problems by reading knowledge articles, without creating a ticket or engaging a human agent within 24 hours.

### Self-solved using Proactive Engagement for DEX {#ariaid-title62}

An ITSM Success Dashboard KPI that counts the digital experience issues that DEX proactively detects and that users self-solve with Proactive Engagement.

### Self-solved using QnA {#ariaid-title63}

An ITSM Success Dashboard KPI that counts the number of times users solved their issue from an AI Search QnA summarized answer, without creating a ticket or engaging a human agent within 24 hours.

### Self-solved using Virtual Agent {#ariaid-title64}

An ITSM Success Dashboard KPI that counts the automated conversations that helped users solve their problem, including Virtual Agent powered by NLU and LLM (Now Assist VA).

### Service group {#ariaid-title65}

The group, ITSM or HR, that an indicator belongs to in ITSM Success Dashboard.

### Service Quality {#ariaid-title66}

An ITSM Success Dashboard tab that lists the KPIs that measure the quality of service offered when employees raise a request to resolve their digital issues.

### SSADeflectionHelper {#ariaid-title67}

The script include shipped with ITSM Success Dashboard that you update to override the checkInteraction function and set up live agent interaction conditions for self-solved deflections.

### Structured tickets {#ariaid-title68}

In ITSM Success Dashboard, the total number of requested items completed successfully in the report range.

## T {#ariaid-title69}

Glossary terms are grouped alphabetically.

### time savings {#ariaid-title70}

In ITSM Success Dashboard, the time saved per persona group for a contributing indicator, used to calculate estimated cost savings.

### Total ticket resolutions {#ariaid-title71}

In ITSM Success Dashboard, the number of incidents resolved plus requested items closed plus agent interactions that were closed without resulting in a ticket.

### Total tickets submitted {#ariaid-title72}

In ITSM Success Dashboard, the number of incidents created plus RITMs created.

## U {#ariaid-title73}

Glossary terms are grouped alphabetically.

### UpdateFormulasSD {#ariaid-title74}

An ITSM Success Dashboard scheduled job that runs once every 24 hours to recalculate all formulas. You can also run it manually when the dashboard shows outdated data.

## V {#ariaid-title75}

Glossary terms are grouped alphabetically.

### VA ticket submissions {#ariaid-title76}

An ITSM Success Dashboard KPI that counts the number of times a ticket was submitted using Virtual Agent, based on the ITSM VA-Triage \& Created deflection pattern.