ITSM Success Dashboard release notes

  • Release version: Xanadu
  • Updated August 1, 2024
  • 2 minutes to read
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    Summary of ITSM Success Dashboard release notes

    The ServiceNow® ITSM Success Dashboard application delivers key insights for IT leadership and process owners to measure and improve the performance of their IT Service Management (ITSM) implementation. The Xanadu release introduces enhancements focused on new KPIs to better track self-solved user issues, escalation handling, and change success metrics.

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    Key Features

    • New Self-solved Deflections KPIs: Added indicators for self-solved issues using AI Search QnA and Now Assist Search QnA, enabling users to resolve digital problems leveraging AI capabilities.
    • Proactive Engagement Indicator: Tracks self-solved digital experience issues through proactive detection and resolution via the ServiceNow® Digital End-user Experience product.
    • On-call Dashboard KPIs: New metrics to monitor acknowledged escalations encountered daily by users.
    • Change Management Dashboard: A dedicated tab consolidates all change success score metrics, providing detailed insights into change management effectiveness.

    Activation and Availability

    The ITSM Success Dashboard is available for installation through the ServiceNow Store. Customers can request and manage the application via the store interface.

    Related Applications and Features

    • Benchmarks: Offers visibility into KPIs, trends, and comparative industry insights to benchmark performance against peers and top performers.
    • Performance Analytics: An in-platform tool for creating dashboards, reporting KPIs, and analyzing service delivery quality and costs.
    • HR Success Dashboard indicators: Provides similar performance measurement capabilities tailored for HR leadership and process owners.

    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 Xanadu release.

    ITSM Success Dashboard highlights for the Xanadu release

    Experience the new KPIs introduced in the self-solved deflections category of ITSM Success Dashboard to help resolve the digital issues encountered by users on a daily basis.

    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 Xanadu release

    • The new Self-solved using AI Search QnA and Self-solved using Now Assist Search QnA KPIs are added to the self-solved deflections. These new contributing indicators assist users to resolve their digital issues using AI Search and the Now LLM Service.
    • The ITSM Self-solved using Proactive Engagement for DEX indicator is added to self-solve deflection where employees self-solve their digital experience issues by leveraging the proactive issue detection and resolution capability of the ServiceNow® Digital End-user Experience product.
    • Experience the new KPIs introduced in the On-call dashboard to help track the acknowledged escalations encountered by the users on a daily basis.
    • Access all the change success score related metrics categorized under the Change Success Score tab in the new Change Management Dashboard.

    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

    Benchmarks
    The ServiceNow® Benchmarks application provides instant visibility into your key performance indicators (KPIs) and trends, as well as comparative insights relative to the industry averages of your peers and to the industry top performers.
    Performance Analytics (Indicator data sources)
    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.