Review IT Service Management artifacts
reference australia Updated Sep 10, 2026 5 min read dc-itsm-install-artifacts.md
The Data Collection app contains a pre-build data metric structure for the ServiceNow Performance/Platform Analytics application.
Performance/Platform analytics
The content pack comes with the following artifact types. For configuring the process, Group Type is the group classification for the User Administration - Groups.
| Artifact type | Description |
|---|---|
| Indicator Source | Captures the basic data sets and commits them to the working memory of the platform to provide the foundation for the calculations. This is also called a data cube. |
| Automated Indicator | Basic calculation definition on the indicator source data set, potentially with additional filter conditions that you apply before making the calculation. |
| Manual Indicator | Metric for which there is no data set within the platform. Requires you to manually add a data point. |
| Formula Indicator | A more comprehensive calculation, such as % and ratio calculations that require multiple automated indicator data points for the calculation. |
| Data Collection Jobs | Schedule on which the automated data collection will run. |
| Widgets | Configuration for the UI visualization of an indicator. |
| Dashboard | Display of a collection of widgets on a pane. This dashboard contains two tabs. One tab contains widgets showing quarterly values, and the other contains widgets showing monthly values. |
Artifacts by type
The app contains the following artifacts for each of the above specified types.
| Artifact type | Description | |
|---|---|---|
| Indicator Source | Impact VM IT Service Management - User active last 365 days | Enhanced |
| Indicator Source | Impact VM - IT Service Management - # of Incidents Closed This Month | Enhanced |
| Indicator Source | Impact VM - IT Service Management- Change request closed This month | Enhanced |
| Indicator Source | Impact VM - IT Service Management - Request item closed This month | Enhanced |
| Indicator Source | Impact VM - Group Members | Standard |
| Indicator Source | Impact VM – Active Users | Standard |
| Indicator Source | Impact VM - Incidents Closed This Month | Standard |
| Indicator Source | Impact VM - Outage Ended on This Month | Standard |
| Indicator Source | Impact VM - Changes Closed This Month | Standard |
| Indicator Source | Impact VM - Requested Items Closed This Month | Standard |
| Indicator Source | Impact VM - Requests Fulfilled in the This Month | Standard |
| Automated | Impact VM IT Service Management - Count of Human active users logged in per last 365 days | Enhanced |
| Automated | Impact VM IT Service Management - # of incidents closed in This month | Enhanced |
| Automated | Impact VM - IT Service Management- Number of standard changes closed | Enhanced |
| Automated | Impact VM - IT Service Management - Number of changes closed | Enhanced |
| Automated | Impact VM - IT Service Management - Number of RITMs closed | Enhanced |
| Automated | Impact VM - IT Service Management - Mean Time to Restore - Unplanned Outages (hrs) | Standard |
| Automated | Impact VM - IT Service Management - Mean Time to Restore - Unplanned Outages (hrs) | Standard |
| Automated | Impact VM - IT Service Management - Average Time to Close an Incident (hrs) | Standard |
| Automated | Impact VM - Number of Closed Incident Originating from Phonecalls | Standard |
| Automated | Impact VM - Average Time to Close a Request (hrs) | Standard |
| Automated | Impact VM - Number of Closed Standard Changes | Standard |
| Automated | Impact VM - IT Service Management - # of Tier 2+ Agents | Standard |
| Automated | Impact VM - # of Unplanned Outages This Month | Standard |
| Automated | Impact VM - IT Service Management - Average Time To Close a Change in Hours | Standard |
| Automated | Impact VM - IT Service Management - # of Tier 1 Agents | Standard |
| Automated | Impact VM - # Requested Items Closed This Month | Standard |
| Automated | Impact VM - # of Requests Fulfilled This Month | Standard |
| Automated | Impact VM - IT Service Management - # of L1 Incidents Closed This Month | Standard |
| Automated | Impact VM - # of Changes Closed This Month | Standard |
| Automated | Impact VM - IT Service Management - # of L2+ Incidents Closed This Month | Standard |
| Automated | Impact VM - IT Service Management - # of Incidents Closed This Month | Standard |
| Automated | Impact VM - # Automated Requested Items Closed This Month | Standard |
| Automated | Impact VM - IT Service Management - Number of Active Users* | Standard |
| Manual | Impact VM - Legacy IT Service Management Systems Annual Run-Rate | Standard |
| Formula | Impact VM IT Service Management - Incidents closed per active user | Enhanced |
| Formula | Impact VM- IT Service Management- Ratio of Incidents Closed per Tier 2+ Service Desk Agent This Month | Standard |
| Formula | Impact VM IT Service Management- Incidents closed per active user | Enhanced |
| Formula | Impact VM- IT Service Management- Changes that are standard | Enhanced |
| Formula | Impact VM- IT Service Management- RITMs closed per active user | Enhanced |
| Formula | Impact VM- % of Requested Items Fulfilled that were Automated This Month | Standard |
| Formula | Impact VM - % of Changes that are Standard Closed This Month | Standard |
| Formula | Impact VM- % of Closed Incidents Originating from Phone Call This Month | Standard |
| Formula | Impact VM – IT Service Management - Ratio of Incidents Closed per Tier 1 Service Desk Agent This Month | Standard |
| Data Collection Job | Impact VM – IT Service Management - Monthly Data Collection | Standard |
| Data Collection Job | Impact VM – IT Service Management – Historical Data Collection | Standard |
| Widget | Incidents closed per active user | Enhanced |
| Widget | RITMs closed per active user | Enhanced |
| Widget | Changes that are standard | Enhanced |
| Widget | Incidents Closed per active user | Enhanced |
| Widget | % Closed Changes that were Standard | Enhanced |
| Widget | % Closed Incidents Originating from Phone Call | Standard |
| Widget | % of Fulfilled Requested Items that were Automated | Standard |
| Widget | Average Time to Close a Change (hrs) | Standard |
| Widget | Average Time to Close a Request (hrs) | Standard |
| Widget | Average Time to Close an Incident (hrs) | Standard |
| Widget | Legacy IT Service Management System Monthly Run-Rate | Standard |
| Widget | Mean Time to Restore Unplanned Outages (hrs) | Standard |
| Widget | Number of Changes Closed | Standard |
| Widget | Number of Incidents Closed | Standard |
| Widget | Number of Incidents Closed at Tier 1 | Standard |
| Widget | Number of Requests Fulfilled | Standard |
| Widget | Number of Tier 2+ Incidents Closed | Standard |
| Widget | Number of Unplanned Outages | Standard |
| Widget | Ratio of Closed Incidents per Tier 2+ Agent | Standard |
| Widget | Ratio of Closed Incidents per Tier 1 Service Desk Agent | Standard |
| Widget | Number of Active Users | Standard |
| Dashboard | Impact VM- IT Service Management | Standard |
| Group Type | Tier 1 | Standard |
| Group Type | Tier 2+ | Standard |
Parent Topic:Impact Value Management Data Collection Content Pack for IT Service Management
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--- title: Review IT Service Management artifacts description: The Data Collection app contains a pre-build data metric structure for the ServiceNow Performance/Platform Analytics application. locale: en-US canonical_url: https://www.servicenow.com/docs/r/australia/impact/dc-itsm-install-artifacts.html release: australia topic_type: reference last_updated: "2026-09-10" reading_time_minutes: 5 breadcrumb: [Impact Value Management Data Collection Content Pack for IT Service Management, Enable data collection for Value Management, Guided Setup \(Legacy\), Configuring Impact, Impact] --- # Review IT Service Management artifacts The Data Collection app contains a pre-build data metric structure for the ServiceNow Performance/Platform Analytics application. ## Performance/Platform analytics The content pack comes with the following artifact types. For configuring the process, Group Type is the group classification for the User Administration - Groups. |Artifact type|Description| |-------------|-----------| |Indicator Source|Captures the basic data sets and commits them to the working memory of the platform to provide the foundation for the calculations. This is also called a data cube.| |Automated Indicator|Basic calculation definition on the indicator source data set, potentially with additional filter conditions that you apply before making the calculation.| |Manual Indicator|Metric for which there is no data set within the platform. Requires you to manually add a data point.| |Formula Indicator|A more comprehensive calculation, such as % and ratio calculations that require multiple automated indicator data points for the calculation.| |Data Collection Jobs|Schedule on which the automated data collection will run.| |Widgets|Configuration for the UI visualization of an indicator.| |Dashboard|Display of a collection of widgets on a pane. This dashboard contains two tabs. One tab contains widgets showing quarterly values, and the other contains widgets showing monthly values.| ## Artifacts by type The app contains the following artifacts for each of the above specified types. |Artifact type|Description| | |-------------|-----------|---| |Indicator Source|Impact VM IT Service Management - User active last 365 days|Enhanced| |Indicator Source|Impact VM - IT Service Management - \# of Incidents Closed This Month |Enhanced| |Indicator Source|Impact VM - IT Service Management- Change request closed This month |Enhanced| |Indicator Source|Impact VM - IT Service Management - Request item closed This month |Enhanced| |Indicator Source|Impact VM - Group Members|Standard| |Indicator Source|Impact VM – Active Users|Standard| |Indicator Source|Impact VM - Incidents Closed This Month|Standard| |Indicator Source|Impact VM - Outage Ended on This Month|Standard| |Indicator Source|Impact VM - Changes Closed This Month|Standard| |Indicator Source|Impact VM - Requested Items Closed This Month|Standard| |Indicator Source|Impact VM - Requests Fulfilled in the This Month|Standard| |Automated|Impact VM IT Service Management - Count of Human active users logged in per last 365 days |Enhanced| |Automated|Impact VM IT Service Management - \# of incidents closed in This month |Enhanced| |Automated|Impact VM - IT Service Management- Number of standard changes closed |Enhanced| |Automated|Impact VM - IT Service Management - Number of changes closed |Enhanced| |Automated|Impact VM - IT Service Management - Number of RITMs closed |Enhanced| |Automated|Impact VM - IT Service Management - Mean Time to Restore - Unplanned Outages \(hrs\)|Standard| |Automated|Impact VM - IT Service Management - Mean Time to Restore - Unplanned Outages \(hrs\)|Standard| |Automated|Impact VM - IT Service Management - Average Time to Close an Incident \(hrs\)|Standard| |Automated|Impact VM - Number of Closed Incident Originating from Phonecalls|Standard| |Automated|Impact VM - Average Time to Close a Request \(hrs\)|Standard| |Automated|Impact VM - Number of Closed Standard Changes|Standard| |Automated|Impact VM - IT Service Management - \# of Tier 2+ Agents|Standard| |Automated|Impact VM - \# of Unplanned Outages This Month|Standard| |Automated|Impact VM - IT Service Management - Average Time To Close a Change in Hours|Standard| |Automated|Impact VM - IT Service Management - \# of Tier 1 Agents|Standard| |Automated|Impact VM - \# Requested Items Closed This Month|Standard| |Automated|Impact VM - \# of Requests Fulfilled This Month|Standard| |Automated|Impact VM - IT Service Management - \# of L1 Incidents Closed This Month|Standard| |Automated|Impact VM - \# of Changes Closed This Month|Standard| |Automated|Impact VM - IT Service Management - \# of L2+ Incidents Closed This Month|Standard| |Automated|Impact VM - IT Service Management - \# of Incidents Closed This Month|Standard| |Automated|Impact VM - \# Automated Requested Items Closed This Month|Standard| |Automated|Impact VM - IT Service Management - Number of Active Users\*|Standard| |Manual|Impact VM - Legacy IT Service Management Systems Annual Run-Rate|Standard| |Formula|Impact VM IT Service Management - Incidents closed per active user |Enhanced| |Formula|Impact VM- IT Service Management- Ratio of Incidents Closed per Tier 2+ Service Desk Agent This Month|Standard| |Formula|Impact VM IT Service Management- Incidents closed per active user |Enhanced| |Formula|Impact VM- IT Service Management- Changes that are standard |Enhanced| |Formula|Impact VM- IT Service Management- RITMs closed per active user |Enhanced| |Formula|Impact VM- % of Requested Items Fulfilled that were Automated This Month|Standard| |Formula|Impact VM - % of Changes that are Standard Closed This Month|Standard| |Formula|Impact VM- % of Closed Incidents Originating from Phone Call This Month|Standard| |Formula|Impact VM – IT Service Management - Ratio of Incidents Closed per Tier 1 Service Desk Agent This Month|Standard| |Data Collection Job|Impact VM – IT Service Management - Monthly Data Collection|Standard| |Data Collection Job|Impact VM – IT Service Management – Historical Data Collection|Standard| |Widget|Incidents closed per active user|Enhanced| |Widget|RITMs closed per active user|Enhanced| |Widget|Changes that are standard|Enhanced| |Widget|Incidents Closed per active user|Enhanced| |Widget|% Closed Changes that were Standard|Enhanced| |Widget|% Closed Incidents Originating from Phone Call|Standard| |Widget|% of Fulfilled Requested Items that were Automated|Standard| |Widget|Average Time to Close a Change \(hrs\)|Standard| |Widget|Average Time to Close a Request \(hrs\)|Standard| |Widget|Average Time to Close an Incident \(hrs\)|Standard| |Widget|Legacy IT Service Management System Monthly Run-Rate|Standard| |Widget|Mean Time to Restore Unplanned Outages \(hrs\)|Standard| |Widget|Number of Changes Closed|Standard| |Widget|Number of Incidents Closed|Standard| |Widget|Number of Incidents Closed at Tier 1|Standard| |Widget|Number of Requests Fulfilled|Standard| |Widget|Number of Tier 2+ Incidents Closed|Standard| |Widget|Number of Unplanned Outages|Standard| |Widget|Ratio of Closed Incidents per Tier 2+ Agent|Standard| |Widget|Ratio of Closed Incidents per Tier 1 Service Desk Agent|Standard| |Widget|Number of Active Users|Standard| |Dashboard|Impact VM- IT Service Management|Standard| |Group Type|Tier 1|Standard| |Group Type|Tier 2+|Standard| **Parent Topic:**[Impact Value Management Data Collection Content Pack for IT Service Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/impact/data-collection-itsm.md)
| title | Review IT Service Management artifacts |
| description | The Data Collection app contains a pre-build data metric structure for the ServiceNow Performance/Platform Analytics application. |
| locale | en-US |
| canonical_url | https://www.servicenow.com/docs/r/australia/impact/dc-itsm-install-artifacts.html |
| release | australia |
| topic_type | reference |
| last_updated | 2026-09-10 |
| reading_time_minutes | 5 |
| breadcrumb | Impact Value Management Data Collection Content Pack for IT Service ManagementEnable data collection for Value ManagementGuided Setup \(Legacy\)Configuring ImpactImpact |