---
sourceDocument: Brazil Platform Analytics
sourceDocumentLink: https://www.servicenow.com/docs/r/now-intelligence

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Platform Analytics

ft:clusterId :

    - par

bundleId :

    - par

workflow :

    - Platform


---

# Configure KPIs

# Configure KPIs for ITSM work items in the Process Mining dashboard {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Add the desired Key Performance Indicators (KPIs) to monitor the performance of the ITSM work items in the Process Mining Summary and insights page. Remove the indicators that you no longer want to use.

## Before you begin

Important:  
This feature is included with the Process Mining ITSM content pack, which is delivered automatically when ITSM is installed on your instance. For more information, see [Automatic delivery of content packs](https://www.servicenow.com/docs/NXLuKLvy10aciHUbaN_NjQ "Starting with the Brazil release, most Process Mining content packs are delivered automatically with Process Mining and no longer require manual installation from the ServiceNow Store.").

Role required: Administrator

## Procedure

1. Enable the plugins for the ITSM work item applications for which you want to view the KPIs.  
   The Incident Management plugin is enabled by default.

   | To enable this application | Activate this plugin |
   | Problem Management | Performance Analytics - Content Pack - Problem Management (com.snc.pa.problem) |
   | Change Management | Performance Analytics - Content Pack - Change Management (com.snc.pa.change) |
   | Request Management | Performance Analytics - Content Pack - Request Management (com.snc.pa.request) |
   |-|-|

   {#configure-kpi-itsm-po__choicetable_qwk_byy_2qb}
2. [Add the desired indicator data source](https://www.servicenow.com/docs/HWCk9BXOtKxdttXoQ5FC4g#c_IndicatorSources "Indicator sources are data sets consisting of filtered records from one table or database view.") to the Summary and insights page.  
   The KPIs listed in the following table are available by default.{#configure-kpi-itsm-po__table_url_glm_2qb__entry__2}

   | Work item | Key performance indicator |
   |-|-|
   | Incident | * Average time to resolve incidents * % of incidents resolved on first assignment {#configure-kpi-itsm-po__ul_wrl_llm_2qb} |
   | Problem | * Average close time of problems * % of problems closed on first assignment {#configure-kpi-itsm-po__ul_yx1_4lm_2qb} |
   | Change request | * Average close time of changes * % of new emergency changes {#configure-kpi-itsm-po__ul_gr5_qlm_2qb} |
   | Requested item | * Average close time of requested items * % of rejected requested items {#configure-kpi-itsm-po__ul_sjn_zlm_2qb} |
   [ ]

   {#configure-kpi-itsm-po__table_url_glm_2qb}