Value tab in AI Control Tower
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Summary of Value tab in AI Control Tower
The Value dashboard in AI Control Tower provides insights into the effectiveness and user engagement of various AI systems within your organization. It enables you to assess productivity gains and user feedback, facilitating better decision-making regarding AI asset management. Access to the dashboard requires the AI steward role.
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Key Features
- Total Productivity Gained: Displays estimated productivity gains in hours due to AI systems over a selected period.
- Average AI Users: Shows the average number of unique users utilizing ServiceNow AI systems within the chosen timeframe.
- Top 5 AI Systems by Value: Highlights the most valuable AI systems based on hours contributed to productivity.
- Task Closure Efficiency Gain: Indicates the percentage improvement in task completion time using AI systems compared to manual efforts.
- Engagement Indicators: Includes metrics such as total AI actions, departmental usage, and usage by country to understand AI adoption across different segments.
- Quality Indicators: Summarizes feedback, task closure rates, and success rates of AI executions, focusing on ServiceNow actions.
- Creator Skills Indicators: Provides insights into the usage and satisfaction of creator skills, including total calls and highest usage by instances and designations.
Key Outcomes
By utilizing the Value dashboard, customers can effectively monitor and evaluate the impact of AI systems on productivity and user engagement. The insights gained can help in optimizing AI asset management, improving user satisfaction, and identifying areas for further enhancement within AI systems. Note that starting March 2026, insights will be limited to managed AI assets, necessitating reconfiguration for unmanaged assets to be included.
Use the Value dashboard page to gain insights into the value realized from multiple types of AI systems, view data about user engagement and feed₹back, and adoption of every type of AI system in your organization.
The Value dashboard page contains visualizations that help you assess the value of your AI systems. Creator skills are included in the Value dashboard page. Value metrics for creator skills are aggregated across non-production and
production instances. You need to have the AI steward role to view this
dashboard.
Note:
Starting
with the March 2026 release, the Value dashboard displays insights and value calculations only for managed AI assets within your selected time period. To view insights for unmanaged assets, you must reconfigure them as managed
assets. For AI assets that were previously managed and later reconfigured as unmanaged, the system calculates values only through the date of their status change to unmanaged.
The indicators on the dashboard are based on the value templates associated with each AI system. See Using value templates for more information.
Track the overall value
- Total productivity gained
- This area of the dashboard shows the estimated productivity gains (in hours) in the selected period as a result of using various AI systems, including third-party AI systems.
Figure 2. Total productivity gained - Average AI users
- This area of the dashboard shows the average unique users who used a ServiceNow AI system in the selected date range. The chart does not include users of third-party AI systems.
Figure 3. Average AI users - Top 5 AI systems by value (in hrs)
- This area of the dashboard shows the top 5 AI systems that delivered the most value to the users in the selected date range. The data includes both ServiceNow and third-party AI systems.
Figure 4. Top 5 AI systems by value (in hrs)
Productivity indicators
- Task closure efficiency gain using AI system
- This area of the dashboard shows the percentage improvement in task completion time using AI systems versus manual tasks in the selected date range. This data includes only ServiceNow AI actions.
Figure 5. Task closure efficiency gain using AI system indicator - Top 10 AI systems consuming assists
- This area of the dashboard shows the top 10 AI systems with the highest consumption of assists in the selected date range. This data includes only ServiceNow AI actions.
Figure 6. Top 10 AI systems consuming assists indicator - AI systems with no usage
- This area of the dashboard shows the list of deployed AI systems which are not used in the selected date range. The data includes both ServiceNow and third-party AI actions.
Figure 7. AI systems with no usage indicator - System summary
- This area of the dashboard lists all the AI systems along with details of users and productivity gained. The data includes both ServiceNow and third-party AI actions.
Figure 8. System summary indicator
Engagement indicators
- Total AI actions
- This area of the dashboard shows the total number of LLM related actions across all skills in the selected date range. The data includes both ServiceNow and third-party AI actions.
Figure 9. Total AI actions indicator - Usage by department
- This area of the dashboard shows the top 5 departments with the highest usage of AI systems in the selected date range. For more detailed analysis of AI systems usage by all the departments, select See
all. The data includes both ServiceNow and third-party AI actions.
Figure 10. Usage of AI systems by departments indicator Note:Usage of AI systems by Others indicate the AI actions by users with empty department. - Countries with highest AI adoption
- This area of the dashboard shows the top 5 countries with the most usage of AI systems in the selected date range. The data includes both ServiceNow and third-party AI actions.
Figure 11. Countries with highest AI adoption indicator - Countries with lowest AI adoption
- This area of the dashboard shows the top 5 countries with the least usage of AI systems in the selected date range. The data includes both ServiceNow and third-party AI actions.
Figure 12. Countries with lowest AI adoption indicator - AI actions comparison by user department
- This area of the dashboard shows the number and type of AI actions executed by up to 5 departments in the selected date range.
Figure 13. AI actions comparison by user department indicator
Quality indicators
- Positive feedback
- This area of the dashboard shows the summary of positive feedback received for all AI executions in the selected date range. This data includes only ServiceNow AI actions.
Figure 14. Positive feedback indicator - % of task closed using AI system
- This area of the dashboard shows the percentage of tasks completed with an associated AI system execution plan. Tasks represent the record in task tables, such as incident, problem, change, case, and request. This data
includes only ServiceNow AI actions.
Figure 15. % of task closed using AI system indicator - Success rate
- This area of the dashboard indicates the percentage of successful AI executions across all AI systems. This data includes only ServiceNow AI actions.
Figure 16. Success rate indicator - Success rate summary
- This area of the dashboard lists all the AI systems with successful executions and its details.
Figure 17. Success rate summary indicator
Creator skills indicators
- Highest instance usage
- This area of the dashboard displays the highest percentage of instance usage. This data includes only ServiceNow AI actions.
Figure 18. Highest instance usage indicator - Highest skill usage
- This area of the dashboard displays the highest percentage of assists usage by one skill. This data includes only ServiceNow AI actions.
Figure 19. Highest skill usage indicator - Total creator calls
- This area of the dashboard displays the total calls for creator skills across the instance. This data includes only ServiceNow AI actions.
Figure 20. Total creator calls indicator - Accepted creator calls
- This area of the dashboard displays the total accepted creator calls. This data includes only ServiceNow AI actions.
Figure 21. Accepted creator calls indicator - Skill satisfaction
- This area of the dashboard displays the skill satisfaction by measuring both usage and approvals. This data includes only ServiceNow AI actions.
Figure 22. Skill satisfaction indicator - Designation with highest creator calls
- This area of the dashboard displays the designation with the highest usage of creator skill. This data includes only ServiceNow AI actions.
Figure 23. Designation with highest creator calls indicator - Creator calls by skill
- This area of the dashboard displays the number of creator calls by skills. This data includes only ServiceNow AI actions.
Figure 24. Creator calls by skill indicator - Creator calls by instance name
- This are of the dashboard displays the number of creator calls by instance names. This data includes only ServiceNow AI actions.
Figure 25. Creator calls by instance name indicator - Creator calls by code environment
- This area of the dashboard displays the most used code environment for creator skills. This data includes only ServiceNow AI actions.
Figure 26. Creator calls by code environment indicator - Creator call by title/designation
- This area of the dashboard displays the number of creator calls by designations. This data includes only ServiceNow AI actions.
Figure 27. Creator call by title/designation indicator