Itsm Success Dashboard Indicators

Activate the Performance Analytics (PA) jobs to collect daily and historical data for the ITSM Success Dashboard indicators.

Add new contributing indicators based on your organizational preferences.

Add new time savings as a contributing indicator based on your organizational preferences.

The ServiceNow Benchmarks application gives you instant visibility into your key performance indicators (KPIs) and trends. It also provides comparative insight relative to industry averages of your peers and to the industry top performers.

The Operational Success dashboard provides a consolidated view of the end-to-end performance of the IT processes that are implemented.

The ITSM Success Dashboard offers valuable insights to both the leadership team and process owners, enabling them to assess the performance of their product implementation.

Reconfigure the source of KPIs in Success Dashboard indicators by replacing or adding indicators in the base system.

Set the refresh interval for calculating incidents deflected when users read knowledge articles recommended by Virtual Agent.

Include only the relevant knowledge bases related to IT while determining the Self-solved using Knowledge KPI in ITSM Success Dashboard indicators.

Set up the ITSM Success Dashboard indicators so that IT leadership teams and process owners can start using the dashboard.

Measure Virtual Agent usage in ITSM Success Dashboard indicators with deflection nodes or self-service analytics, including for topics other than base system topics.

Create a KPI category and map it to the operational dashboard to view the performance of the ITSM processes in your organization.

Create a target for a KPI to be on par with the benchmark score or the organizational targets.

Create a cost savings indicator in ITSM Success Dashboard to determine and display the time saved for the contributing indicators when agents work on an incident.

Modify the currency code for ITSM Success Dashboard indicators.

Use Estimated Cost Savings to measure the total amount agents save through Virtual Agent, Knowledge, and Service Catalog.

Explore the components of the ITSM Success Dashboard indicators and how to use the dashboard in your organization.

Learn about the terms and concepts in ITSM Success Dashboard.

Install the ITSM Success Dashboard indicators application (sn_sd_itsm) if you have the admin role.

Configure the Virtual Agent (VA) topics for ITSM Success Dashboard indicators using the self-service analytics.

Map Virtual Agent topics other than base system topics to deflection patterns so data displays correctly in ITSM Success Dashboard indicators.

Analyze the performance and self-solve data visually and drive business outcomes with the help of the dashboard components.

Reference topics provide additional information about components installed with ServiceNow ITSM Success Dashboard indicators.

Use the ITSM Success Dashboard indicators to measure the performance of your ITSM implementation using the key performance indicators (KPIs) defined.

Monitor ITSM Success Dashboard indicators to measure the performance of your ITSM implementation against KPIs.

Use operational KPIs to track the efficiency and effectiveness of day-to-day operations and highlight the areas that need attention.

Performance overview details all the key performance indicators (KPIs) and metrics that help you analyze the benefits of your ITSM implementation.

Run the UpdateFormulasSD script to recalculate all the formulas in ITSM Success Dashboard indicators if you see outdated data in the dashboard.

Find the definitions and formulas of the KPIs used in ITSM Success Dashboard indicators.

Service quality lists the KPIs that measure the quality of service when employees raise requests to resolve their digital issues.

Set the fulfillment automation level of catalog items from manual to fully automated to reduce manual effort and accelerate the turnaround time.

Share the Success Dashboard indicators with your ITSM or HR leadership teams so they can measure implementation performance.

View the global benchmark score for Success Dashboard KPIs and trends to compare them with other Success Dashboard customers.

ITSM Success Dashboard indicators help IT leaders and process owners measure ITSM performance using ServiceNow KPIs.

Leaders and process owners of both ITSM and HR can configure and use the Success Dashboard indicators to measure the success of the implementation.

Live agent configuration is used in the self-solved deflections (Deflection using KB articles, Deflection using QnA AIS, Deflection using QnA LLM, and Deflection using ITSM VA). When you configure these deflections, update the live agent script include. Update the SSADeflectionHelper script to override the checkInteraction function.

Configure and update the More Information cards in the side panel.

Identify the automation opportunities for ITSM Success Dashboard to implement or improve automation solutions for Virtual Agent (VA).

View the Key Performance Indicators (KPIs) metrics on the ITSM Success Dashboard for a selected period to analyze the performance.