ServiceNow AI Value dashboard

The ServiceNow AI Value dashboard provides a comprehensive view of AI system performance, value delivery, and operational metrics across your organization. The dashboard displays productivity gains, financial returns, system usage patterns, and agent performance data.

Value overview

The ServiceNow AI Value dashboard aggregates data from all AI systems in your organization. You can monitor AI value delivery, track usage trends, and assess return on investment. The dashboard updates continuously and provides configurable time-range filtering for trend analysis.

To view the ServiceNow AI Value dashboard on AI Control Tower, navigate to All > AI Control Tower > Home > Insights > ServiceNow AI > Value.

AI Value delivered

The AI Value delivered section displays the aggregate productivity gains and financial returns generated by AI systems across your organization. This section presents two key metrics:

Hours saved

Reflects productivity gains measured in hours, calculated based on time saved by AI-assisted processes and automations. The metric displays the total hours saved compared to the previous period as a percentage change.

Money saved

Shows the estimated financial return in monetary units, derived from productivity gains and operational cost reductions. This metric also includes a period-over-period comparison to track improvement or decline in financial returns.

Both metrics are visualized with trend lines showing performance across the selected time range, enabling you to identify patterns in value delivery.

You can view the AI systems and edit the set the time period for productivity gains. On the AI system productivity gains page, you will see the AI systems listed along with the Productivity gains in hours and Productivity gains in currency. To change the time period, select the calendar drop-down, choose the time period, and select Apply.

Value breakdown by AI system

This section details productivity gains attributed to individual AI agents within your environment. It ranks AI systems by their contribution to overall productivity, showing hours saved per agent.

For each agent, the dashboard displays:

• Agent name
• Hours saved by that agent or USD saved by the agent
  Note:

  You can view the value breakdown either by hours or USD using the drop-down.
• Percentage change compared to the previous period.

Each agent displays its productivity contribution as hours saved, along with percentage change compared to the previous period. Use this breakdown to identify which agents deliver the highest value and to prioritize optimization efforts.

Total AI cost

The Total AI cost section aggregates the operational costs of running all AI systems in your organization. This section displays:

• Total cost: The sum of all AI usage costs across ServiceNow AI systems.
• Cost trend: A period-over-period comparison showing cost increase or decrease.
• Daily cost breakdown: A bar chart showing daily cost distribution across the selected time range, enabling you to identify cost spikes or trends.

Use this section to monitor AI operational expenses and assess cost efficiency relative to value delivered.

Net AI returns

The Net AI returns section calculates the financial impact of AI investments by deducting operational costs from value delivered. This metric represents the net savings after accounting for AI system operational expenses.

The section displays:

• Net returns: The gross savings (money saved) minus total AI costs, expressed in monetary units.
• Return trend: A period-over-period comparison indicating whether net returns are improving or declining.
• Return trend line: A line chart visualizing net returns across the selected time range.

This metric is essential for assessing whether your AI investment is delivering positive financial outcomes.

AI system usage

The AI system usage section provides visibility into how AI systems are consumed across your organization.

Personal split across AI system usage

The persona split shows the distribution of AI usage across user types:

• Fulfiller: Usage by service desk agents and operational fulfillment personnel.
• Developer: Usage by development and engineering teams.
• Other: Usage by all remaining user personas and roles.

The donut chart displays total usage across all AI systems and shows the percentage contribution of each persona type. This breakdown helps identify which user groups benefit most from AI and informs training and adoption strategies.

Persona mix

Indicates the percentage of usage driven by Fulfiller personas, highlighting which user type represents your primary AI consumption base.

Model performance

Identifies the AI model powering your systems. This section indicates all systems are running on agentic AI models.

Top 5 AI systems consuming assist

This section identifies the top five AI agents with the highest usage volume in your organization. The donut chart ranks systems by total assists used and displays each system's percentage contribution to total assist consumption.

Use this view to identify your most-utilized AI systems and to prioritize optimization, configuration, and user enablement efforts for systems with the highest adoption.