ITSM Success Dashboard indicators release notes

  • Release version: Store
  • Updated June 11, 2026
  • 4 minutes to read

    • 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.