Exploring ITSM Success Dashboard indicators

---
title: Exploring ITSM Success Dashboard indicators
description: Explore the components of the ITSM Success Dashboard indicators and how to use the dashboard in your organization.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/it-service-management/itsm-success-dashboard-indicators/explore-success-dashboard-indicators.html
release: australia
product: ITSM Success Dashboard Indicators
classification: itsm-success-dashboard-indicators
topic_type: concept
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [ITSM Success Dashboard indicators, IT Service Management]
---

# Exploring ITSM Success Dashboard indicators

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

The IT leadership team can analyze and understand the key metrics such as call deflections and self-service to measure the success of the ITSM implementation. The leadership team can view the following insights:

-   The number of times users can solve their problems on their own.
-   The number of times users can submit their requests and issues without the help of tier 1 agents.
-   The channels \(knowledge articles, virtual agent conversations, catalog submissions\) that are contributing to self-solve and call deflection.
-   The number of times Predictive Intelligence successfully predicted an incident field, which in turn has a downstream impact on the resolution time.
-   The formulae and definitions of the data being presented.
-   The data trend for month-over-month, quarter-over-quarter, or year-over-year.
-   The key performance indicator \(KPI\) metrics on the dashboard for a selected period. For more information about viewing metrics for a selected period, see [View metrics for selected period in ITSM Success Dashboard indicators](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/itsm-success-dashboard-indicators/view-metrics-selected-period.md).

Also, process owners can view the records that contribute to these insights, analyze them in depth, and drive improvement plans.

\[Omitted image "itsm-sd-landing-page-nov23.png"\] Alt text: Success Dashboard displaying the Performance overview tab.

-   **[ITSM Success Dashboard indicators components](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/itsm-success-dashboard-indicators/itsm-sdb-dasboard-overview.md)**  
Analyze the performance and self-solve data visually and drive business outcomes with the help of the dashboard components.
-   **[ITSM Success Dashboard indicators KPI definitions and formulas](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/itsm-success-dashboard-indicators/sd-kpi-formulae.md)**  
Find the definitions and formulas of the KPIs used in ITSM Success Dashboard indicators.

**Parent Topic:**[ITSM Success Dashboard indicators](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/itsm-success-dashboard-indicators/success-dashboard-indicator-landing.md)