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Summary of ITSM Success Dashboard indicators components
The ITSM Success Dashboard provides ServiceNow customers with a comprehensive visual tool to analyze performance, drive business outcomes, and enable faster incident resolution through integrated AI capabilities.It consolidates key performance indicators (KPIs), cost savings, operational insights, and process bottleneck analytics to enhance IT service management efficiency.
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Key Features
Now Assist for ITSM Success Dashboard: Utilizes AI to summarize chat conversations and incident details, generate resolution notes, and accelerate incident closure. It integrates Virtual Agent interactions and AI search QnA to measure self-solved incidents without creating new tickets or live agent involvement within 24 hours.
Proactive Engagement for Digital Experience (DEX): Offers proactive resolution suggestions to users, increasing self-solved issue rates and improving digital experience.
Admin Console: Centralizes administrative tasks related to the ITSM Success Dashboard, Operational Success, and Benchmarks dashboards. It provides role-specific views for managing application updates, installations, configurations, and common questions.
Performance Overview Tab: Displays KPIs such as Self-solved percentage, Call deflection percentage, Requests completed, and Successful predictions.
Service Quality Tab: Focuses on KPIs like Customer satisfaction score, Mean time to resolve, Breached SLA percentage, and First assignment resolution percentage.
Cost Savings: Estimates savings achieved through Knowledge articles, Predictive Intelligence, Virtual Agent conversations, and Catalog submissions.
Scorecards: Aggregate daily KPI values over selectable time periods (monthly, quarterly, yearly), enabling trend visualization and comparison with previous periods.
Drill-down Views: Provide detailed insights at multiple levels—from primary KPIs to contributing indicators and record-level details, given appropriate user permissions.
Contextual Side Panel: Offers quick access to definitions, formulas, insights, and cost savings information related to selected metrics or KPIs.
Process Insights: Analyze incident process bottlenecks via the Service Quality tab and guide improvements through the Analyst Workbench.
Operational Success Dashboard: Presents a consolidated view of end-to-end IT process performance across Incident, Major Incident, Change, Request, Service Catalog, Interaction, Problem, and On-Call Scheduling modules to support business outcome focus.
Practical Benefits for ServiceNow Customers
Enable faster incident resolution by leveraging AI-powered assistance and proactive engagement.
Gain comprehensive visibility into ITSM performance through customizable KPIs and detailed drill-downs.
Track cost savings generated by ITSM efficiency improvements.
Identify and address process inefficiencies with actionable insights directly linked to operational data.
Streamline administrative oversight with the Admin Console’s centralized management capabilities.
Support leadership decision-making by highlighting critical areas impacting business outcomes with the Operational Success dashboard.
Analyze the performance and self-solve data visually and drive business outcomes with the help of the dashboard components.
Now Assist for ITSM Success Dashboard
With the Now Assist for Success Dashboard, you can summarize the chat conversations and incident details, generate the incident resolution notes to share with other agents, and wrap up incidents faster.
The Self-solved using QnA KPI in the ITSM Success Dashboard uses Now Assist and AI search QnA as contributing indicators. You can interact with a Virtual Agent, read the Knowledge base article, get a summarized/succinct response by Now LLM in Virtual Agent or on the portal. This interaction, subsequently does not create an incident, access any knowledge base article, or interact with a live agent in the next 24 hours.
The Self-solved using Proactive Engagement for DEX KPI listed under the self-solved percentage, helps the users resolve their digital experience issues. It proactively suggests the resolutions and resolves
the issue.
Getting started with the Admin Console
With the Admin Console, you can access the ITSM Success Dashboard, Operational Success, and Benchmarks dashboard. The Admin Console displays all the admin-related work at a glance and tasks that need attention, including installation of the related application and configuration settings.
As an admin, you see the role-specific variant of the landing page. Admin landing pages include the following items:
Related applications that have a latest update available.
Related applications that aren't activated or installed.
Configurations for all the installed applications.
Common questions and more information related to the applications.
Performance overview in the ITSM Success Dashboard indicators
Measure the key performance indicators (KPIs) like Self-solved percentage, Call deflection percentage, Requests completed, and Successful predictions on the Performance overview tab. For more information,
see ITSM Success Dashboard KPI definitions and formulas.
Service quality in the ITSM Success Dashboard indicators
Measure the key performance indicators (KPIs) like Customer satisfaction score, Mean time to resolve, % Breached SLA, and % First assignment resolution on the Service quality tab. For more information, see ITSM Success Dashboard KPI definitions and formulas.
Cost savings in the ITSM Success Dashboard indicators
View the overall estimated cost saved by using the ITSM Success Dashboard capabilities for Knowledge articles, Predictive Intelligence, Virtual Agent conversations, and Catalog submissions.
Scorecards in the ITSM Success Dashboard indicators
View the aggregation of the daily values for KPIs in the selected period in the scorecards with the following information.
Figure 1. Scorecard widget
Current period score: View the aggregated score for the current time period. Select one of the following options:
Monthly: View the data aggregated monthly. For counts, this data is the monthly sum of the daily values. For percentages, this data is the monthly average of the daily percentages.
Quarterly: View the data aggregated quarterly. For counts, this data is the quarterly sum of the daily values. For percentages, this data is the quarterly average of the daily percentages.
Yearly: View the data aggregated yearly. For counts, this data is the yearly sum of the daily values. For percentages, this data is the yearly average of the daily percentages.
Comparison with previous period: View the percentage change compared to the previous period aggregation. Data is displayed in a month-over-month, quarter-over-quarter, and year-over-year comparison
based on the availability of the data.
Info icons in the ITSM Success Dashboard indicators
Use the info icons to view the short description of the indicator and understand how the indicator value is calculated.
Figure 2. Info icon
Trends in the ITSM Success Dashboard indicators
View the trend of the aggregated scores for the selected metric scorecard.
View details in the ITSM Success Dashboard indicators
See the constituent drill-down views and their contextual descriptions for KPIs. The detailed information can be viewed by selecting View details.
View the primary indicators.Figure 5. Top-level primary indicatorsYou can replace or add new indicators to suit your implementation in addition to the base system indicators. See Configure Success Dashboard indicators KPIs for more details.
View the contributing indicators.Figure 6. Second-level contributing indicatorsYou can view a graph of the contributing indicators scores over time along with the KPI value.
View the record-level breakdown.Figure 7. Record-level breakdown indicators
This level of drill down helps you view the record-level details of the indicator when you have the sn_sd.success_dashboard_details_read user permissions. See KPI details for more information.
View cost saving details in the ITSM Success Dashboard indicators
Enable Cost savings and view the drill-down views and their contextual descriptions for KPIs. The detailed information can be viewed by selecting View Details.
View the primary indicators:
Second-level contributing indicators
Contextual side panel in the ITSM Success Dashboard indicators
View the contextual formula and definitions, insights, and cost savings in the More information, Insights, and Cost Savings side panel respectively for the
selected metric or KPI.
More Information side panel.
Insights side panel
View the insights of the KPIs.
Cost Savings side panel
View the amount saved for the KPI.
View process insights on the ITSM Success Dashboard
View the process insights on the ITSM Success Dashboard to analyze the process bottlenecks and take steps from the analyst workbench to improve the metrics.
On the Service Quality tab, select Insights on the contextual side panel, then select View in Analyst Workbench.
Only the top two insights that are the least efficient are displayed in the contextual side panel. The process insights are executed in the incident table only in the base system.
Operational Success dashboard in the ITSM Success Dashboard indicators
The Operational Success dashboard provides a consolidated view of the end-to-end performance of the IT processes that are implemented in your organization.
The dashboard showcases a snapshot of the performances for the Incident, Major Incident, Change, Request, Service Catalog, Interaction, Problem, and On-Call Scheduling applications. These indicators help teams and the leadership focus on areas that have an impact on business outcomes.