--- 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 --- # Performance overview # Performance overview {#ariaid-title1} Release version: Brazil Updated September 10, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 5 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Performance overview The Performance overview in the Brazil release provides key performance indicators (KPIs) and metrics that help ServiceNow customers evaluate the effectiveness and benefits of their IT Service Management (ITSM) implementation. These KPIs focus on how often users solve issues independently, the efficiency of automated resolutions, ticket submissions, and productivity enhancements enabled by ServiceNow capabilities, especially Now Assist and Virtual Agent. Show full answer Show less ## Key Metrics and Their Practical Use * **Self-solved percentage:** Measures the proportion of issues users resolve without Tier 1 agent intervention, including resolutions via Virtual Agent, Knowledge articles, AI Search QnA, Proactive Engagement, and automated workflows. This metric helps customers understand how well their self-service channels reduce support demand. * **Self-solved using Virtual Agent:** Counts automated conversations that successfully resolve user problems without human agent involvement within 24 hours. This includes interactions powered by both NLU and LLM (Now Assist VA), enabling customers to track Virtual Agent effectiveness. * **Self-solved using Knowledge and QnA:** Tracks problem resolution through knowledge articles and AI Search QnA results, where users do not create tickets or contact agents within 24 hours. This helps measure the impact of knowledge management and AI-powered search on reducing ticket volume. * **Self-solved using Proactive Engagement for Digital Experience (DEX):** Counts issues proactively detected and resolved by DEX, enhancing user experience by addressing problems before they escalate. * **Automated Resolutions:** Captures tickets resolved automatically through incident auto-resolution or fully automated catalog workflows, reflecting operational efficiency gains. * **Password Reset Apps Usage:** Measures successful account unlocks and password updates via self-service apps, indicating user empowerment and reduced support workload. * **Call Deflection:** Assesses the percentage of ticket submissions avoided by users leveraging Service Catalog, Virtual Agent, and Knowledge without Tier 1 involvement, helping customers quantify support call reductions. * **Ticket Submissions via Various Channels:** Tracks incident and request submissions through Service Catalog, Virtual Agent, and NOW Assist, enabling insight into user interaction preferences. * **Productivity Moments per User:** Evaluates how ServiceNow products enhance user productivity through accurate intent recognition, predictive field routing, fulfillment automation, and AI-powered assistance such as incident summarization, resolution note generation, and knowledge article creation via Now Assist. ## Practical Application for ServiceNow Customers These KPIs enable customers to: * Monitor and increase self-service resolutions to reduce support costs and improve user satisfaction. * Identify how AI and automation tools like Virtual Agent and Now Assist contribute to faster issue resolution. * Track automation effectiveness in incident and request fulfillment to optimize workflows. * Measure call deflection to justify investments in self-service technologies. * Enhance agent productivity through AI-driven summarization, note generation, and knowledge article creation. Customers can customize how these KPIs are measured by configuring Success Dashboard indicators or updating live agent scripts, ensuring alignment with their unique operational requirements. Performance overview details all the KPIs and metrics that help you analyse the benefits of your ITSM implementation. * Self-solved percentage: Calculated from the daily average number of times your users achieved a resolution without intervention from Tier 1 Agents in the report range. Includes numbers from Self-solved using Virtual Agent, Self-solved using Knowledge and Automated resolutions (For example, Incident auto-resolution via Virtual Agent). See the formula: [Self-solved (VA, KB, QnA, Proactive Engagement) + Automated resolutions] / [Total Tickets Resolution + Self-solved (VA, KB, QnA, Proactive Engagement) + Self service using Password Reset apps]*100 * Self-solved using Virtual Agent: Number of automated conversations that helped the user solve their problem. This is determined when users completes a virtual agent conversation and or engages (Interactions) with a human agent in a 24-hour window. Considers both Virtual Agent powered by NLU and LLM (Now Assist VA) Note: To use a different method to determine this KPI, see [Configure Success Dashboard indicators KPIs](https://www.servicenow.com/docs/eEzHOycCDVTFMPymWM1O4A "Success Dashboard indicators has a prescriptive methodology for measuring performance. But you can reconfigure the source of the Key Performance Indicators (KPIs) by replacing the available indicators in the base system or by adding more indicators."). To update the live agent script include see, [Update the live agent script include](https://www.servicenow.com/docs/MqGGc9WVtR4moG4m84uqbA "Live agent configuration is used in the self-solved deflections (Deflection using KB articles, Deflection using QnA AIS, Deflection using QnA LLM, and Deflection using ITSM VA). While we configure these deflections, we need to update the live agent script include. Update the SSADeflectionHelper script to override the checkInteraction function."). * ITSM issues solved using NOW Assist VA (LLM): This is a contributing indicator for the Self-solved using Virtual Agent. The Self-solved using QnA KPI in the ITSM Success Dashboard uses Now Assist and AI search QnA as contributing indicators. The number of times users were able to solve their issues by analysing a summarized response from AI Search. This is determined when users are presented with a AI Search QnA result and do not create a ticket or engage with a human agent in the next 24-hour window. To update the live agent script include see, [Update the live agent script include](https://www.servicenow.com/docs/MqGGc9WVtR4moG4m84uqbA "Live agent configuration is used in the self-solved deflections (Deflection using KB articles, Deflection using QnA AIS, Deflection using QnA LLM, and Deflection using ITSM VA). While we configure these deflections, we need to update the live agent script include. Update the SSADeflectionHelper script to override the checkInteraction function."). * Self-solved using Knowledge: Number of times users were able to solve their problems by reading knowledge articles. This is determined when users read knowledge article(s) and do not create ticket or engages with a human agent in a 24-hour window. Note: To use a different method to determine this KPI, see [Configure Success Dashboard indicators KPIs](https://www.servicenow.com/docs/eEzHOycCDVTFMPymWM1O4A "Success Dashboard indicators has a prescriptive methodology for measuring performance. But you can reconfigure the source of the Key Performance Indicators (KPIs) by replacing the available indicators in the base system or by adding more indicators."). To update the live agent script include see, [Update the live agent script include](https://www.servicenow.com/docs/MqGGc9WVtR4moG4m84uqbA "Live agent configuration is used in the self-solved deflections (Deflection using KB articles, Deflection using QnA AIS, Deflection using QnA LLM, and Deflection using ITSM VA). While we configure these deflections, we need to update the live agent script include. Update the SSADeflectionHelper script to override the checkInteraction function."). * Self-solved using QnA: Self-solved using the AI Search when a user interacts with a Virtual Agent or on Portal and gets a summarized answer from AI Search. This is determined when users are presented with a AI Search QnA result and do not go on to create ticket or engage with a human agent in a 24-hour window. To update the live agent script include see, [Update the live agent script include](https://www.servicenow.com/docs/MqGGc9WVtR4moG4m84uqbA "Live agent configuration is used in the self-solved deflections (Deflection using KB articles, Deflection using QnA AIS, Deflection using QnA LLM, and Deflection using ITSM VA). While we configure these deflections, we need to update the live agent script include. Update the SSADeflectionHelper script to override the checkInteraction function."). * Self-solved using Proactive Engagement for DEX The number of digital experience issues Self-solved using Proactive Engagement for DEX. This is determined when DEX proactively detects issues and Proactive Engagement helps users self-solve them. To know more about the Proactive Engagement see, . * Automated Resolutions: Number of times the ticket was resolved automatically. In the base system, the indicators contributing to this metric are Incident Auto Resolution and Request Fulfilled Automatically. * The Incident Auto Resolution value is determined by the deflection node configured in the Issue Auto Resolution Virtual Agent topic. * The Request Fulfilled Automatically value is the number of requested items that are fulfilled using automated workflows. When the catalog item uses an automated workflow, the Fulfillment automation level field of the catalog item must be set to Fully-automated for it to be included in this metric. * Accounts unlocked using Password Reset apps: Number of times users were able to unlock their accounts successfully using Password Reset apps. * Passwords updated using Password Reset apps: Number of times users were able to update their account passwords using the Password Reset apps. {#performance-overview-ref__ul_tf5_rh4_stb} Note: To use a different method to determine this KPI or add more sources (for example, automated catalog workflows), see [Configure Success Dashboard indicators KPIs](https://www.servicenow.com/docs/eEzHOycCDVTFMPymWM1O4A "Success Dashboard indicators has a prescriptive methodology for measuring performance. But you can reconfigure the source of the Key Performance Indicators (KPIs) by replacing the available indicators in the base system or by adding more indicators."). * Total ticket resolutions: Number of incidents resolved + Number of requested items closed + Number of Agent interactions not resulting in tickets (closed). {#performance-overview-ref__ul_xhz_xg4_stb} * Call deflection: Calculated from the number of times per day requesters performed the actions, Ticket submissions using Service Catalog, Ticket submissions using Virtual Agent, Self-solved using Virtual Agent and Self-solved using Knowledge without Tier 1 agent intervention. See the formula: [Catalog ticket submissions + VA ticket submissions + Self-solved (VA) + Self-solved (KB)]/ [Total tickets submitted + Self-solved (VA) + Self-solved (KB)] x 100 * Catalog ticket submissions: Incidents and requested items submitted using Service Catalog in Service Portal or Now Mobile app. * VA ticket submissions: Number of times the ticket was submitted using Virtual Agent. In the base system, this is determined by the `ITSM - Triage & Created` deflection pattern instrumented in the Virtual Agent topic. The topics shipped with ITSM VA Conversations already have these nodes instrumented but must be instrumented in all other topics that create incidents. Note: If you use a different method to determine this KPI or add more sources (for example, automated catalog workflows), you can use the steps described in [Configure Success Dashboard indicators KPIs](https://www.servicenow.com/docs/eEzHOycCDVTFMPymWM1O4A "Success Dashboard indicators has a prescriptive methodology for measuring performance. But you can reconfigure the source of the Key Performance Indicators (KPIs) by replacing the available indicators in the base system or by adding more indicators."). * NOW Assist ticket submissions: Number of times the ticket was submitted using NOW Assist. In the base system, this is determined by the `ITSM - Triage & Created` deflection pattern instrumented in the NOW Assist topic. The topics shipped with NOW Assist Conversations already have these nodes instrumented but must be instrumented in all other topics that create incidents. * Total tickets submitted: Incidents created + RITMs created. {#performance-overview-ref__ul_zg3_3h4_stb} * Structured tickets: Total number of requested items completed successfully in the report range. * Productivity moments per user: Productivity Moment is calculated when the ServiceNow products helped a user to be more productive while working in their day to day operations. * Productivity in search per user: The number of times the NLU prediction model accurately understood the intent of the user's conversation or auto-selected a topic. * Productivity in routing per user: Successful predictions of incident fields such as assignment group, or category by Predictive Intelligence solutions, counted when the prediction made by the solution is the same as final value when the incident was closed. * Productivity in fulfilment per user: Includes any productivity gains achieved where ServiceNow is helping the employees to save time to resolve a ticket. * Incident summarization - Now Assist Number of times Now Assist helped the agents by summarizing the Incidents that they worked on. * Interaction summarization - Now Assist Number of times Now Assist helped the agents by summarizing the Interactions that they worked on. * Incident resolution note Generation - Now Assist Number of times Now Assist helped the agents by providing resolution note and code. * Successful Change Risk Explanation - Now Assist Number of times Now Assist helped the agents by explaining the Risk Assessment for a Change Request that they worked on. * Successful Change Summarization - Now Assist Number of times Now Assist helped the agents by summarizing the Change Request that they worked on. {#performance-overview-ref__ul_ymw_x3j_wdc} * Productivity in knowledge articles generation Includes the number of knowledge articles drafted and published using Now Assist. Knowledge Articles created using Now Assist Number of times Now Assist helped the agents in creating Knowledge Article. {#performance-overview-ref__ul_zhz_33b_25b} Note: If you use a different method to determine this KPI, you can do so using the steps described in [Configure Success Dashboard indicators KPIs](https://www.servicenow.com/docs/eEzHOycCDVTFMPymWM1O4A "Success Dashboard indicators has a prescriptive methodology for measuring performance. But you can reconfigure the source of the Key Performance Indicators (KPIs) by replacing the available indicators in the base system or by adding more indicators."). {#performance-overview-ref__ul_q3b_2w1_5rb}