Legacy: IT Executive dashboard

  • Release version: Zurich
  • Updated July 31, 2025
  • 3 minutes to read
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    Summary of Legacy: IT Executive dashboard

    The Legacy IT Executive dashboard provides IT executives with a high-level overview of key IT Service Management (ITSM) metrics. It enables monitoring of incident, problem, and request management performance to support decision-making and drive IT service success. The dashboard is accessible to users with the IT Executive role and focuses on critical performance indicators across ITSM processes.

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    Key Features

    • Incident and Problem Management Metrics: Tracks percentages of new critical incidents and problems, average age of open incidents, average resolution time, and reassignment statistics for open incidents.
    • Request Management Metrics: Measures open requested items before due date, overdue requested items, and counts of open requests to monitor request fulfillment timeliness.
    • SLA Performance Indicators: Displays the percentage of active SLA breaches today, highlighting SLA compliance and potential service risks.
    • Customer Satisfaction: Shows the average overall customer satisfaction score derived from normalized survey results, providing insight into end-user experience.
    • Cost Metrics: Calculates average cost per resolved incident on a weekly basis, supporting financial analysis of incident management.
    • Data Breakdowns: Allows analysis by various dimensions such as age, assignment group, category, priority, contact type, and department for incidents, problems, and requested items.

    Key Outcomes

    By utilizing this dashboard, ServiceNow customers can:

    • Gain a consolidated view of ITSM health and performance through critical metrics and KPIs.
    • Identify trends in incident severity, SLA breaches, and request fulfillment to proactively manage IT service quality.
    • Monitor customer satisfaction to assess service effectiveness and identify areas for improvement.
    • Analyze operational costs associated with incident resolution to optimize resource allocation.
    • Leverage detailed breakdowns to pinpoint specific areas or groups needing attention or improvement.

    This dashboard equips IT executives with actionable insights essential for strategic IT service management and continuous service improvement.

    See a high-level view across all of ITSM.

    IT executives can use the ITSM Success Dashboards to view the metrics for ITSM.

    Animated tour of the tabs of the IT Executive dashboard

    End user and roles

    End user and goal Required role
    IT Executive None

    Indicators

    % of new critical incidents
    The result of the formula ( [[Number of new incidents > Priority = 1 - Critical]] / [[Number of new incidents]] ) * 100
    % of new critical problems
    The result of the formula ( [[Number of new problems > Priority = 1 - Critical]] / [[Number of new problems]] ) * 100
    % of open incidents not updated in last 5 days
    Number of open incidents not updated in last 5 days as a percentage of number of open incidents, according to the formula ( [[Number of open incidents not updated in last 5 days]] / [[Number of open incidents]] ) * 100.
    % of open requested items before due date
    The result of the formula ( [[Number of open requested items before due date]] / [[Number of open requested items]] ) * 100
    % of overdue requested items
    The result of the formula 100 - [[% of open requested items before due date]]
    Active Breached SLAs Today
    The result in percentage of the formula ([[Number of breach task sla today]]/[[Number of active task sla]])*100
    Average age open incidents
    The result, in days, of the formula [[Summed age of open incidents]] / [[Number of open incidents]] / 24
    Average Cost per Resolved Incident - Weekly
    The result of the formula [[Cost of Incidents Resolved / By week SUM +]]/[[Number of resolved incidents / By week SUM +]]. In other words, the weekly sum of the cost of resolved incidents, including partial weeks, divided by the weekly sum of resolved incidents, including partial weeks.
    Average reassignment of open incidents
    The result of the formula [[Summed re-assignment of open incidents]] / [[Number of open incidents]]
    Average resolution time of resolved incidents
    The result of the formula [[Summed duration of resolved incidents]] / [[Number of resolved incidents]] / 24
    ITSM Average Overall Customer Satisfaction
    Average of the normalized score for the Customer Satisfaction survey, as a result of the formula [[ITSM normalized satisfaction score]] / [[ITSM survey instances]]
    Number of new incidents
    The number of incidents opened today
    Number of new problems
    The number of incidents opened today
    Number of open incidents
    Number of incidents with no Resolved date
    Number of open incidents not updated in last 5 days
    Number of open incidents with an Updated date of more than five days ago
    Number of open requested items
    Number of requests with a registration date on or before today and no closed date, or a closed date after today
    Number of open requested items before due date
    Number of requested items open today (before midnight on collection date) and a due date after midnight on the collection date.
    Number of resolved incidents
    Number of incidents with a value in the Resolved date field
    The following indicators do not appear on the dashboard but are used in formulas:
    Cost of Incidents Resolved
    The daily sum of the Value field of incident_metric records where the Definition field value is Incident Resolution Fixed Cost.
    ITSM normalized satisfaction score
    Sum of the normalized score of metric results for the Customer Satisfaction survey
    ITSM survey instances
    Number of the survey instances of the Customer Satisfaction survey
    Number of active task sla
    The count of active SLA tasks on task_sla with a start time before today and a stop time after today.
    Number of breach task sla today
    The count of active SLA tasks on task_sla with a breach time before today
    Summed age of open incidents
    The sum of hours between the time an incident was opened and now
    Summed duration of resolved incidents
    The sum of hours between the time an incident was opened and the time it was resolved
    Summed reassignments of open incidents
    The summed reassignment count of all open incidents

    Breakdowns

    • Age (Requested Item, Incident)
    • Assignment Group
    • Backordered (Requested Item)
    • Category (Incident)
    • Contact Type (Incident)
    • Item
    • Opened by Department
    • Priority (Requested Item, Incident, Problem)
    • Requested by Department (Requested Item)
    • SLA Definition
    • Stage (Requested Item)
    • State (Change, Request, Problem)