ITSM Success Dashboard release notes

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read
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    Summary of ITSM Success Dashboard Release Notes

    The ServiceNow® ITSM Success Dashboard, updated in the Washington DC release, provides IT leadership and process owners with insights to measure and improve the performance of their IT Service Management (ITSM) implementation. This dashboard enables organizations to enhance operational efficiency and effectiveness through real-time monitoring and analysis.

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    Key Features

    • Operational Success Dashboard: Measures day-to-day operations efficiency.
    • Performance Tracking: Monitors Now Assist for ITSM using dedicated KPIs.
    • Admin Experience: A guided setup for administrators to manage dashboards and settings.
    • KPI Analysis: Provides definitions and formulas to analyze performance metrics effectively.
    • Admin Console: Centralized control for activating plugins, modifying configurations, and analyzing usage data.

    Key Outcomes

    By utilizing the ITSM Success Dashboard, customers can expect improved decision-making and performance tracking of their ITSM processes, leading to enhanced service delivery quality and reduced operational costs. Installation is available via the ServiceNow Store, allowing customers to easily access and implement the dashboard for their organization’s needs.

    The ServiceNow® ITSM Success Dashboard application provides insights into the IT leadership team and process owners that they can use to measure the performance of their ServiceNow® IT Service Management (ITSM implementation. ITSM Success Dashboard was enhanced and updated in the Washington DC release.

    ITSM Success Dashboard highlights for the Washington DC release

    • Measure the efficiency and effectiveness of the day-to-day operations for your organization using the Operational Success dashboard.
    • Track the performance of Now Assist for IT Service Management within your organization’s processes with dedicated key performance indicators (KPIs).
    • Guided and comprehensive Admin experience to get started with Success Dashboard.

    See ITSM Success Dashboard indicators for more information.

    Important:
    ITSM Success Dashboard is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes.

    New in the Washington DC release

    Create an operational success dashboard
    Access real-time monitoring, analysis, and decision-making through ITSM Success Dashboard to enhance the efficiency and effectiveness of your ITSM processes.
    ITSM Success Dashboard indicators KPI definitions and formulas
    Analyze the KPI metrics of Now Assist for IT Service Management on the Success Dashboard and take actions to improve the performance of the ITSM implementation.
    ITSM Success Dashboard Admin console
    As an admin, oversee and control the ITSM Success Dashboard, Operational Success, and Benchmarks dashboards. From a single console, you have the ability to activate or update the necessary plugins, modify configuration settings, analyze usage data, and access ServiceNow help.

    Activation information

    Install ITSM Success Dashboard by requesting it from the ServiceNow Store. Visit the ServiceNow Store website to view all the available apps and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.

    Related ServiceNow applications and features

    The ServiceNow® Benchmarks application provides instant visibility into your key performance indicators (KPIs) and trends, as well as comparative insight relative to industry averages of your peers and to the industry top performers.
    Performance Analytics
    The ServiceNow® Performance Analytics application is an in-platform solution that enables organizations to create management dashboards, report on KPIs and metrics, and answer key business questions to help increase quality and reduce the costs of service delivery.
    HR Success Dashboard indicators
    HR Success Dashboard indicators provide performance insights to the HR leadership team and process owners. You can measure the performance of the HR implementation using the different KPIs.