---
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 indicators KPI definitions and formulas

# ITSM Success Dashboard indicators KPI definitions and formulas {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Find the definitions and formulas of the KPIs used in ITSM Success Dashboard indicators.
All the key performance indicators (KPIs) and formulas used in the ITSM Success Dashboard are described in the following topics:

* Performance overview
* Service Quality
* Operational Success
{#sd-kpi-formulae__ul_xdv_w3c_pcc}
* **[Performance overview](https://www.servicenow.com/docs/EJJ8Q01XNZlnWPO_JJtKUA)**   
  Performance overview details all the key performance indicators (KPIs) and metrics that help you analyze the benefits of your ITSM implementation.
* **[Service quality](https://www.servicenow.com/docs/NdEbd3LInw9xVN3eHOG70g)**   
  Service quality lists the KPIs that measure the quality of service when employees raise requests to resolve their digital issues.
* **[Operational Success](https://www.servicenow.com/docs/hUBBKwQ6WB4pnzlTKb88ww)**   
  Use operational KPIs to track the efficiency and effectiveness of day-to-day operations and highlight the areas that need attention.