ITSM Success Dashboard indicators release notes

  • Release version: Store
  • Updated June 11, 2026
  • 4 minutes to read
    • Summarize
    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 ITSM Success Dashboard indicators release notes

    The ITSM Success Dashboard indicators application in ServiceNow provides IT leadership and process owners with key performance metrics to measure and improve their IT Service Management (ITSM) implementations. It offers insights into self-service effectiveness, call deflection, and other critical KPIs defined by ServiceNow, enabling data-driven decisions to optimize ITSM processes and user experiences.

    Show full answer Show less

    Key Features

    • Comprehensive KPIs: Tracks self-solved incidents, call deflection rates, and contributions from channels like knowledge articles, virtual agent conversations, and catalog submissions.
    • Advanced Analytics: Includes performance analytics jobs, process mining integration, and predictive intelligence metrics to enhance resolution times and operational efficiency.
    • Admin Experience Console: Provides guided configuration, role assignment, and customization of KPIs, contributing indicators, and dashboard behavior to tailor insights to organizational needs.
    • Operational and Benchmark Dashboards: Offers out-of-the-box ITSM dashboards for monitoring operational success, including specialized dashboards for Walk-up Experience and Password Reset processes.
    • Support for Multiple Filters and Accessibility: Enhancements include accessibility fixes and support for multiple filters in dashboards for better data segmentation.
    • Security and Performance Updates: Regular fixes addressing security vulnerabilities, filter conditions, and performance improvements ensure reliable and secure data collection.

    Key Outcomes for ServiceNow Customers

    • Gain clear visibility into how effectively users resolve issues independently, reducing reliance on tier 1 support.
    • Identify which self-service channels contribute most to call deflection and optimize their usage.
    • Leverage predictive intelligence data to improve incident resolution speed and accuracy.
    • Customize dashboards and KPIs to align with specific organizational priorities and track improvements over time.
    • Use detailed data and trend analysis to support continuous improvement initiatives in ITSM processes.

    Version history for the ITSM Success Dashboard indicators application on the ServiceNow Store.

    Important:
    For details on system requirements and family compatibility, view the application listing on the ServiceNow Store website.

    Version history

    Version 9.1.2 - June 2026
    • Fixed:
      • Security vulnerability in 'Assign role to user' page.
      • Fixed filter condition for Requested Items submitted using the catalog conversation in VA using NLU/Now Assist.
      • Changed filter conditions on "ITSM issue self-solved using Now Assist VA" KPI
    Version 9.1.1 - April 2026
    • Fixed:
      • Data collection job warnings
      • Incorrect breakdown mappings
      • Accessibility issues
    Version 9.0.0 - December 2025
    • Fixed:
      • UI and accessibility fixes
      • Support multiple filters in Operation Dashboard
    Version 8.1.2 - August 2025
    • Fixed:
      • Enhanced performance with updated Self-solved deflection jobs.
      • Fixed the localization and translation issues on both the Success Dashboard and Benchmarks dashboard.
    Version 8.1.0 - May 2025
    • New:
      • New KPIs are added to the Call deflection - percentage.
        • This new primary indicator helps you understand the number of Incidents that were created using Proactive Engagement.
        • This new primary indicator helps you understand the number of Incidents that were created using of Digital End-user Experience (DEX) Self-service.
      • New KPI is added to Self solved - percentage. This primary indicator shows how many times the employees resolve their endpoint related issues using DEX Self-service through channels like Desktop Assistant, Employee Portal, and Now Assist Panel.
    Version 6.2.0 - August 2024
    • New KPI added to Self-solved percentage and Call deflection percentage to measure deflection from AI Search
    • New KPI added to Self-solved percentage and Call deflection percentage to measure deflection from Proactive Engagement for DEX
    Version 6.0.5 - July 2024
    • Admin Experience Console
      • Guided and comprehensive Admin Experienceto get started with Success Dashboard
      • FAQs for each configuration
      • Get started with Success Dashboard
        • Assign roles
        • Customize the instrumentation available with base system
          • Knowledge base deflection
          • Virtual Agent deflection
          • Fully automated catalog items
        • Activate the required Performance Analytics jobs for data collection
        • Add Process Mining to the KPIs that you would like to improve
        • Advanced options
          • Customize the KPIs
            • Add/edit contributing indicators
            • Add/edit time savings attributed to contributing indicators
            • Add/edit more information for the indicators
          • Customize the dashboard behaviour using System Properties
      • Get started with Operational Success(Next Experience dashboards for ITSM)
        • Assign roles
        • Review the OOB ITSM dashboards available on Success Dashboard
        • Customize Operational Success dashboard
      • Get started with Benchmarks
        • Assign roles
        • Benchmarksopt-inandopt-out
        • KPIsopt-inandopt-out
        • Customize the KPI/indicator definition
    • Operational Success dashboard for Walk-up Experience and Password Reset to manage the KPIs and optimize the performance.
    Version 6.0.3 - June 2024
    • New: Admin Experience Console
      • Guided and comprehensive Admin Experience to get started with Success Dashboard
      • FAQs for each configuration
      • Get started with Success Dashboard
        • Assign roles
        • Customize the instrumentation available with base system
          • Knowledge base deflection
          • Virtual Agent deflection
          • Fully automated catalog items
        • Activate the required Performance Analytics jobs for data collection
        • Add Process Mining to the KPIs that you would like to improve
        • Advanced options
          • Customize the KPIs
            • Add/edit contributing indicators
            • Add/edit time savings attributed to contributing indicators
            • Add/edit more information for the indicators
          • Customize the dashboard behaviour using System Properties
      • Get started with Operational Success (Next Experience dashboards for ITSM)
        • Assign roles
        • Review the OOB ITSM dashboards available on Success Dashboard
        • Customize Operational Success dashboard
      • Get started with Benchmarks
        • Assign roles
        • Benchmarksopt-inandopt-out
        • KPIsopt-inandopt-out
        • Customize the KPI/indicator definition
    • New: Operational Success dashboard for Walk-up Experience and Password Reset to manage the KPIs and optimize the performance.
    Version 6.0.0 - May 2024
    • New: Admin Experience Console
      • Guided and comprehensive Admin Experienceto get started with Success Dashboard
      • FAQs for each configuration
      • Get started with Success Dashboard
        • Assign roles
        • Customize the instrumentation available with base system
          • Knowledge base deflection
          • Virtual Agent deflection
          • Fully automated catalog items
        • Activate the required Performance Analytics jobs for data collection
        • Add Process Mining to the KPIs that you would like to improve
        • Advanced options
          • Customize the KPIs
            • Add/edit contributing indicators
            • Add/edit time savings attributed to contributing indicators
            • Add/edit more information for the indicators
          • Customize the dashboard behaviour using System Properties
      • Get started with Operational Success(Next Experience dashboards for ITSM)
        • Assign roles
        • Review the OOB ITSM dashboards available on Success Dashboard
        • Customize Operational Success dashboard
      • Get started with Benchmarks
        • Assign roles
        • Benchmarksopt-inandopt-out
        • KPIsopt-inandopt-out
        • Customize the KPI/indicator definition
    • New: Operational Success dashboard for Walk-up Experience and Password Reset to manage the KPIs and optimize the performance.
    Version 5.2.0 - February 2024
    • ITSM Success Dashboard indicators provides insights to the IT leadership teams and process owners to measure the performance and improvement of their ITSM implementation using the KPIs defined by ServiceNow.
    • You can visualize metrics and interactions to better understand call deflections, self-service, and other key metrics.
    • The IT leadership teams can get the following insights:
      • How many times are users able to solve their problems on their own?
      • How many times are users able to submit their requests and issues without the help of tier 1 agents?
      • Which channels (knowledge articles, virtual agent conversations, catalog submissions) are contributing to self-solve and call deflection?
      • How many times did Predictive Intelligence successfully predict an incident field, which in turn has a downstream impact on the resolution time?
      • What are the formulae and definitions of the data being presented?
      • How is the data trending month on month or year on year?
    • Additionally, process owners can view the records that contribute to these insights, do a deep dive analysis, and drive improvement plans.