Exploring ITSM Success Dashboard indicators

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 1 minute to read

    • Get an overview of the ITSM Success Dashboard indicators to understand the different components in the dashboard and how you can use the dashboard for your organization.

    The IT leadership team can analyze and understand the key metrics such as call deflections and self-service to measure the success of the ITSM implementation. The leadership team can view the following insights:

    • The number of times users are able to solve their problems on their own.
    • The number of times users are able to submit their requests and issues without the help of tier 1 agents.
    • The channels (knowledge articles, virtual agent conversations, catalog submissions) that are contributing to self-solve and call deflection.
    • The number of times Predictive Intelligence successfully predicted an incident field, which in turn has a downstream impact on the resolution time.
    • The formulae and definitions of the data being presented.
    • The data trend for month-on-month, quarter-on-quarter, or year-on-year.
    • The Key Performance Indicators (KPIs) metrics on the dashboard for a selected period. For more information to view metrics for a selected period, see View metrics for selected period in ITSM Success Dashboard indicators.
    Also, process owners can view the records that contribute to these insights, do a deep dive analysis, and drive improvement plans.
    Figure 1. ITSM Success Dashboard indicators overview
    Success Dashboard displaying the Performance overview tab.