ITSM Success Dashboard release notes

  • Release version: Store
  • Updated June 11, 2026
  • 4 minutes to read
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    Summary of ITSM Success Dashboard Release Notes

    The ITSM Success Dashboard application on the ServiceNow Store delivers comprehensive performance insights and key performance indicators (KPIs) to help IT leadership and process owners measure and improve their IT Service Management (ITSM) implementation. The dashboard combines success metrics with benchmarking against other organizations, providing a holistic view of ITSM effectiveness and automation opportunities.

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    The dashboard’s evolution includes new KPIs, enhanced user interfaces, improved accessibility, and integration with Virtual Agent and Automation Discovery to identify improvement areas. It supports multiple filters, cost savings measurement, and offers a personalized Next Experience user interface for intuitive usage.

    Key Features

    • Extensive KPI Coverage: Includes metrics such as Incident Summarization, Incident Resolution Note Generation, % Reopened Tickets, Structured Tickets Percentage, Successful NLU Predictions, First Assignment Resolution, Self-solve Percentage, Call Deflection, Customer Satisfaction, MTTR, and Breached SLA%.
    • Benchmarking: Enables users to compare performance KPIs against global benchmarks upon opting in, fostering continuous improvement.
    • Automation Opportunities: Identifies automation potential through integration with the Automation Discovery application and Virtual Agent, highlighting areas such as self-solved tickets and call deflection percentages.
    • Cost Savings Insights: Provides estimated cost savings related to Virtual Agent, Knowledge, and Service Catalog usage, enhancing ROI visibility.
    • Enhanced User Experience: New admin console for easy configuration, contextual side panels with detailed KPI information and insights, and the Next Experience UI for a personalized and intuitive interface.
    • Improved Accessibility and Security: Fixes addressing accessibility issues and security vulnerabilities ensure a secure and user-friendly environment.
    • Dashboard Flexibility: Supports multiple filters at the dashboard level, KPI trend visualization, and consolidated views of success metrics alongside organizational benchmarks.
    • Process Mining Template: Added to help users gain insights into process improvement suggestions based on data analysis.

    Key Outcomes

    • Enable IT leadership and process owners to effectively monitor ITSM performance and identify areas for improvement through comprehensive and actionable KPIs.
    • Facilitate benchmarking against peer organizations to understand relative performance and drive continuous service enhancements.
    • Support identification and realization of automation opportunities, leading to improved self-service and operational efficiencies.
    • Provide transparency into cost savings attributable to ITSM improvements, justifying investments and guiding future initiatives.
    • Offer an intuitive and accessible user interface that simplifies dashboard navigation, configuration, and interpretation of insights.
    • Ensure secure and compliant use of the dashboard with ongoing fixes for vulnerabilities and accessibility enhancements.

    Version history for the ITSM Success Dashboard 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 5.1.1 - November 2023
    • New:
      • New KPI added
        • Name: Incident summarization - Now Assist
          • Tab: Performance overview
          • Primary indicator: Productivity moment -> Productivity in fulfilment
        • Name: Incident resolution note generation - Now Assist
          • Tab: Performance overview
          • Primary indicator: Productivity moment -> Productivity in fulfilment
        • Name: % Reopened tickets
          • Tab: Service quality
          • Primary indicator: % Reopened tickets
          • Description: Percentage of tickets that were reopened during a period.
          • Process Mining project template added, which helps the users get insights into suggested process improvements
      • New look and experience for Success Dashboard. With the new experience Process Owners and Business Leaders will be able to view success metrics (Success Dashboard) and the organizations' performance against other customers (Benchmarks) in a single space.
      • Improvement Opportunities surfaced on the Dashboard
        • View into automation opportunities that can help improve
          • Self solved - percentage
          • Call deflection - percentage
        • Automation opportunity is generated by using Automation Discovery application to suggest improvements using Virtual Agent
    Version 4.1.4 - August 2023
    Fixed: Configure the (add/delete/modify) contributing indicators.
    Version 4.1.3 - May 2023
    • New:
      • Admin Console: New admin experience to help the admins get started and configure Success Dashboard indicators.
      • Cost Savings: Cost Savings provides the information to measure the success of the product capabilities using instrumentation and cost saving configurations. You can view the estimated cost savings for Virtual Agent, Knowledge and Service Catalog.
      • New contextual side panels: Contextual information related to the KPIs are segregated into
        • More information: Information related to KPIs' formula, source and definition
        • Insights: Provides insights around KPI performance in comparison to customer's cohor
        • Cost Savings: Information related to cost savings, and its breakdown
      • New KPI: New KPI 'Incidents resolved using KB' was added to "Productivity Moment in Resolution' primary Indicator
    Version 4.0.0 - February 2023
    • New:
      • KPI added
        • Primary KPI
          • Productivity Moments added to Performance Overview tab
          • Productivity in search added as constituent KPI for Productivity Moments
          • Productivity in routing added as constituent KPI for Productivity Moments
          • Productivity in fulfilment added as constituent KPI for Productivity Moments
      • New modules added to help Success Dashboard admins to navigate to critical KPIs, and configuration tables
    • Changed:
      • UI changes
        • Filters and data aggregation moved from tabs to dashboard level
        • KPI trends shown along with scores for all the KPIs in the dashboard
    Version 3.1.1 - January 2023
    • Fixed:
      • Visibility of Benchmark score card on Success Dashboard to be enabled when the customer has opted in the Benchmark
      • 'View in benchmark' link on benchmark score card to open the Benchmark dashboard
    Version 3.1.0 - November 2022
    • New:
      • Structured tickets percentage: New KPI which indicates 'Total number of tickets successfully completed in the selected date range that has a pre-defined fulfilment process'
      • Users have the provision to view global benchmark scores for Success Dashboard KPIs. Pre-requisites: Benchmark opt-in Benchmarked KPIs are:
        • Self-solve percentage
        • Call deflection percentage
        • Structured tickets percentage
        • Customer satisfaction survey scores
        • MTTR Average mean time to resolution
        • Breached SLA%
        • First assignment resolution
      • Capability for users to filter on the service group (BUs)
    • Changed: Requests completed KPI is renamed as 'Structured ticket percentage'.
    Version 3.0.0 - August 2022
    • New:
      • Key performance indicator (KPI) to measure 'Successful NLU predictions'. This KPI rolls up to the top level KPI, 'Successful predictions'
      • Scheduled job to update the Primary KPIs formula on upgrade and subsequently daily
      • Property (sn_sd.success_dashboard_currency) to configure the unit (for cost related KPIs) that will be shown on the dashboard
    • Changed:
      • Minor changes to the Success Dashboard UI
        • Comparison added to KPI scores when the dashboard is viewed quarterly
        • KPI trends added for contributing indicators
    Version 2.1.2 - June 2022
    • New:
      • Track the percentage of incidents that were resolved by the first assignment group using the new % First assignment resolution KPI.
      • Share the ITSM Success Dashboard with your IT leadership team so that they can view the dashboard and measure the success of their ITSM implementation.
      • The Next Experience user interface has been enabled for the ITSM Success Dashboard, which provides an intuitive and personalized user experience.
    Version 2.1.0 - May 2022
    • New:
      • Track the percentage of incidents that were resolved by the first assignment group using the new % First assignment resolution KPI.
      • Share the ITSM Success Dashboard with your IT leadership team so that they can view the dashboard and measure the success of their ITSM implementation.
      • The Next Experience user interface has been enabled for the ITSM Success Dashboard, which provides an intuitive and personalized user experience.
    Version 2.0.1 - February 2022
    ITSM Success Dashboard provides insights to the IT leadership teams and process owners to measure the performance and improvement of their ITSM implementation using prescribed KPIs defined by ServiceNow.