ITSM Success Dashboard glossary
Learn about the terms and concepts in ITSM Success Dashboard.
Parent Topic:ITSM Success Dashboard indicators reference
A
Glossary terms are grouped alphabetically.
Accounts unlocked using Password Reset apps
The number of times users unlocked their accounts using the Password Reset apps, as measured in ITSM Success Dashboard.
Admin console
The workspace in ITSM Success Dashboard where you do the basic configuration of the dashboard. It organizes configuration activities into categories, each with planning guidance, pre-setup steps, and links to help content.
agent interaction
In ITSM Success Dashboard, an interaction that isn't through Virtual Agent, such as a walk-up, phone, video, or live agent interaction.
Automated Resolutions
An ITSM Success Dashboard KPI that counts the number of times a ticket was resolved automatically. In the base system, the contributing indicators are Incident Auto Resolution and Request Fulfilled Automatically.
automatic primary indicator
An ITSM Success Dashboard primary indicator whose formula is automatically calculated from the contributing indicators registered with it.
B
Glossary terms are grouped alphabetically.
Benchmarks
An ITSM Success Dashboard feature that shows the global benchmark score for KPIs and trends, with comparative insight relative to other customers using Success Dashboard.
% Breached SLAs
An ITSM Success Dashboard Service Quality KPI calculated from the daily average number of issues that were closed after breaching an SLA.
C
Glossary terms are grouped alphabetically.
Call deflection
An ITSM Success Dashboard KPI calculated from the number of times per day requesters submitted tickets using Service Catalog or Virtual Agent, or self-solved using Virtual Agent or Knowledge, without Tier 1 agent intervention.
Catalog ticket submissions
In ITSM Success Dashboard, the incidents and requested items submitted using Service Catalog.
Contributing indicator registry
The table (sn_sd_contributing_indicator_registry) in ITSM Success Dashboard that lists contributing indicators and the primary indicators they point to.
contributing indicator
An ITSM Success Dashboard indicator listed in the Contributing Indicator Registry table that points to a primary indicator. When registered with an automatic primary indicator, it's added to that primary indicator's formula.
Customer Satisfaction Score
An ITSM Success Dashboard Service Quality KPI calculated from the daily average score of surveys conducted after an issue was resolved through a ticket or Virtual Agent.
D
Glossary terms are grouped alphabetically.
deflection node
A node instrumented in Virtual Agent topics to indicate success for ITSM Success Dashboard, using the ITSM VA-Self-Resolving or ITSM VA-Triage & Created deflection patterns of the ITSM VA Default deflection configuration.
Deflection pattern
A pattern of the ITSM VA Default deflection configuration that a Virtual Agent deflection node uses to record whether a conversation self-resolved an issue or created a ticket for ITSM Success Dashboard.
Deflection tracker
A Virtual Agent mechanism that helps analyze the performance of a conversation and how helpful Virtual Agent topics are to users, which feeds ITSM Success Dashboard indicators.
E
Glossary terms are grouped alphabetically.
Estimated Cost Savings
An ITSM Success Dashboard feature that measures the success of the product by calculating the total amount saved, with breakdowns by product capability and channel.
F
Glossary terms are grouped alphabetically.
% First assignment resolution
An ITSM Success Dashboard Service Quality KPI calculated as the percentage of tickets resolved without being reassigned to a different group.
Fulfillment automation level
A catalog item field (Unspecified, Manual, Semi-automated, or Fully automated) that ITSM Success Dashboard uses to categorize the item. Fully automated items count toward the Automated Resolutions KPI.
I
Glossary terms are grouped alphabetically.
Incident auto resolution
A contributing indicator of Automated resolutions in ITSM Success Dashboard whose value is determined by the deflection node configured in the Issue Auto Resolution Virtual Agent topic.
Info icon
An icon on an indicator scorecard in ITSM Success Dashboard that shows a short description of the indicator and how its value is calculated.
ITSM VA-Self-Resolving
A deflection pattern in ITSM Success Dashboard that indicates Virtual Agent resolved the user's problem completely without creating a ticket, contributing to the Self-solved KPIs.
ITSM VA-Triage & Created
A deflection pattern in ITSM Success Dashboard that indicates a ticket was submitted using Virtual Agent, contributing to the Call deflection KPIs.
K
Glossary terms are grouped alphabetically.
key performance indicator
A measure prescribed by ServiceNow that ITSM Success Dashboard uses to measure the performance of your ITSM implementation.
KPI
KPI category
An ITSM Success Dashboard record, such as Incident, Problem, Change, or Request, that is mapped to a dashboard and appears as a tab on the Operational Success dashboard.
KPI target
A value you set in ITSM Success Dashboard for a KPI to match the benchmark score or your organizational targets, displayed on the KPI trendline.
M
Glossary terms are grouped alphabetically.
manual primary indicator
An ITSM Success Dashboard primary indicator whose formula is made up of other primary indicators.
Mean time to resolve
An ITSM Success Dashboard Service Quality KPI calculated from the daily average of the time between ticket creation and ticket closure.
More Information card
A context card in the ITSM Success Dashboard side panel that explains the formula and definition of a primary or contributing indicator.
N
Glossary terms are grouped alphabetically.
NOW Assist ticket submissions
The number of times a ticket was submitted using NOW Assist, determined in ITSM Success Dashboard by the ITSM - Triage & Created deflection pattern in the NOW Assist topic.
O
Glossary terms are grouped alphabetically.
operational KPI
In ITSM Success Dashboard, a quantifiable measure that tracks the efficiency and effectiveness of day-to-day operations in your organization.
Operational Success dashboard
An ITSM Success Dashboard view that provides a consolidated view of the end-to-end performance of the IT processes implemented in your organization.
P
Glossary terms are grouped alphabetically.
Passwords updated using Password Reset apps
The number of times users updated their account passwords using the Password Reset apps, as measured in ITSM Success Dashboard.
Performance overview
An ITSM Success Dashboard tab that measures KPIs such as Self-solved percentage, Call deflection percentage, Requests completed, and Successful predictions.
persona group
An ITSM Success Dashboard group with a yearly salary, used to calculate the estimated amount saved by requesters or fulfillers when processing a ticket. The base system provides the IT Tier 1 and Requester persona groups.
Primary indicator registry
The table (sn_sd_primary_indicator_registry) where you view the primary indicators in ITSM Success Dashboard that are prescribed by ServiceNow.
primary indicator
An ITSM Success Dashboard indicator prescribed by ServiceNow and stored in the Primary Indicator Registry table. Primary indicators must not be modified, as changes might impact your scores.
Process insights
Insights in ITSM Success Dashboard that help you analyze process bottlenecks and take steps from Analyst Workbench to improve metrics.
Productivity in fulfilment
A productivity moment in ITSM Success Dashboard that includes any productivity gains where ServiceNow helps agents or employees save time resolving a ticket.
Productivity in routing
A productivity moment in ITSM Success Dashboard counted when a Predictive Intelligence prediction of an incident field, such as assignment group or category, matches the final value at incident closure.
Productivity in search
A productivity moment in ITSM Success Dashboard counted when the NLU prediction model accurately understands the intent of the user's conversation or auto-selects a topic.
Productivity moment
An ITSM Success Dashboard metric counted when ServiceNow products help a user be more productive in their day-to-day operations.
R
Glossary terms are grouped alphabetically.
% Reopened tickets
An ITSM Success Dashboard Service Quality KPI calculated from the percentage of resolved tickets that were reopened during a specified period.
Request fulfilled automatically
The number of requested items fulfilled using automated workflows in ITSM Success Dashboard, which requires the Fulfillment automation level of the catalog item to be Fully automated.
S
Glossary terms are grouped alphabetically.
scorecard
An ITSM Success Dashboard widget that aggregates the daily values of a KPI for the selected period and compares them with the previous period.
Self-solved percentage
An ITSM Success Dashboard KPI calculated from the daily average number of times users achieved a resolution without intervention from Tier 1 agents.
Self-solved using Knowledge
An ITSM Success Dashboard KPI that counts the number of times users solved their problems by reading knowledge articles, without creating a ticket or engaging a human agent within 24 hours.
Self-solved using Proactive Engagement for DEX
An ITSM Success Dashboard KPI that counts the digital experience issues that DEX proactively detects and that users self-solve with Proactive Engagement.
Self-solved using QnA
An ITSM Success Dashboard KPI that counts the number of times users solved their issue from an AI Search QnA summarized answer, without creating a ticket or engaging a human agent within 24 hours.
Self-solved using Virtual Agent
An ITSM Success Dashboard KPI that counts the automated conversations that helped users solve their problem, including Virtual Agent powered by NLU and LLM (Now Assist VA).
Service group
The group, ITSM or HR, that an indicator belongs to in ITSM Success Dashboard.
Service Quality
An ITSM Success Dashboard tab that lists the KPIs that measure the quality of service offered when employees raise a request to resolve their digital issues.
SSADeflectionHelper
The script include shipped with ITSM Success Dashboard that you update to override the checkInteraction function and set up live agent interaction conditions for self-solved deflections.
Structured tickets
In ITSM Success Dashboard, the total number of requested items completed successfully in the report range.
T
Glossary terms are grouped alphabetically.
time savings
In ITSM Success Dashboard, the time saved per persona group for a contributing indicator, used to calculate estimated cost savings.
Total ticket resolutions
In ITSM Success Dashboard, the number of incidents resolved plus requested items closed plus agent interactions that were closed without resulting in a ticket.
Total tickets submitted
In ITSM Success Dashboard, the number of incidents created plus RITMs created.
U
Glossary terms are grouped alphabetically.
UpdateFormulasSD
An ITSM Success Dashboard scheduled job that runs once every 24 hours to recalculate all formulas. You can also run it manually when the dashboard shows outdated data.
V
Glossary terms are grouped alphabetically.
VA ticket submissions
An ITSM Success Dashboard KPI that counts the number of times a ticket was submitted using Virtual Agent, based on the ITSM VA-Triage & Created deflection pattern.
--- title: ITSM Success Dashboard glossary description: Learn about the terms and concepts in ITSM Success Dashboard.Glossary terms are grouped alphabetically.Glossary terms are grouped alphabetically.Glossary terms are grouped alphabetically.Glossary terms are grouped alphabetically.Glossary terms are grouped alphabetically.Glossary terms are grouped alphabetically.Glossary terms are grouped alphabetically.Glossary terms are grouped alphabetically.Glossary terms are grouped alphabetically.Glossary terms are grouped alphabetically.Glossary terms are grouped alphabetically.Glossary terms are grouped alphabetically.Glossary terms are grouped alphabetically.Glossary terms are grouped alphabetically.Glossary terms are grouped alphabetically.Glossary terms are grouped alphabetically.Glossary terms are grouped alphabetically. locale: en-US canonical_url: https://www.servicenow.com/docs/r/australia/it-service-management/itsm-success-dashboard-indicators/glossary-landing-sd.html release: australia product: ITSM Success Dashboard Indicators classification: itsm-success-dashboard-indicators topic_type: concept last_updated: "2026-11-06" reading_time_minutes: 8 keywords: [glossary terms, glossary terms, glossary terms, glossary terms, glossary terms, glossary terms, glossary terms, glossary terms, glossary terms, glossary terms, glossary terms, glossary terms, glossary terms, glossary terms, glossary terms, glossary terms, glossary terms] breadcrumb: [Reference, ITSM Success Dashboard indicators, IT Service Management] --- # ITSM Success Dashboard glossary Learn about the terms and concepts in ITSM Success Dashboard. **Parent Topic:**[ITSM Success Dashboard indicators reference](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/itsm-success-dashboard-indicators/itsm-success-dashboard-reference.md) ## A Glossary terms are grouped alphabetically. ### Accounts unlocked using Password Reset apps The number of times users unlocked their accounts using the Password Reset apps, as measured in ITSM Success Dashboard. ### Admin console The workspace in ITSM Success Dashboard where you do the basic configuration of the dashboard. It organizes configuration activities into categories, each with planning guidance, pre-setup steps, and links to help content. ### agent interaction In ITSM Success Dashboard, an interaction that isn't through Virtual Agent, such as a walk-up, phone, video, or live agent interaction. ### Automated Resolutions An ITSM Success Dashboard KPI that counts the number of times a ticket was resolved automatically. In the base system, the contributing indicators are Incident Auto Resolution and Request Fulfilled Automatically. ### automatic primary indicator An ITSM Success Dashboard primary indicator whose formula is automatically calculated from the contributing indicators registered with it. ## B Glossary terms are grouped alphabetically. ### Benchmarks An ITSM Success Dashboard feature that shows the global benchmark score for KPIs and trends, with comparative insight relative to other customers using Success Dashboard. ### % Breached SLAs An ITSM Success Dashboard Service Quality KPI calculated from the daily average number of issues that were closed after breaching an SLA. ## C Glossary terms are grouped alphabetically. ### Call deflection An ITSM Success Dashboard KPI calculated from the number of times per day requesters submitted tickets using Service Catalog or Virtual Agent, or self-solved using Virtual Agent or Knowledge, without Tier 1 agent intervention. ### Catalog ticket submissions In ITSM Success Dashboard, the incidents and requested items submitted using Service Catalog. ### Contributing indicator registry The table \(sn\_sd\_contributing\_indicator\_registry\) in ITSM Success Dashboard that lists contributing indicators and the primary indicators they point to. ### contributing indicator An ITSM Success Dashboard indicator listed in the Contributing Indicator Registry table that points to a primary indicator. When registered with an automatic primary indicator, it's added to that primary indicator's formula. ### Customer Satisfaction Score An ITSM Success Dashboard Service Quality KPI calculated from the daily average score of surveys conducted after an issue was resolved through a ticket or Virtual Agent. ## D Glossary terms are grouped alphabetically. ### deflection node A node instrumented in Virtual Agent topics to indicate success for ITSM Success Dashboard, using the ITSM VA-Self-Resolving or ITSM VA-Triage & Created deflection patterns of the ITSM VA Default deflection configuration. ### Deflection pattern A pattern of the ITSM VA Default deflection configuration that a Virtual Agent deflection node uses to record whether a conversation self-resolved an issue or created a ticket for ITSM Success Dashboard. ### Deflection tracker A Virtual Agent mechanism that helps analyze the performance of a conversation and how helpful Virtual Agent topics are to users, which feeds ITSM Success Dashboard indicators. ## E Glossary terms are grouped alphabetically. ### Estimated Cost Savings An ITSM Success Dashboard feature that measures the success of the product by calculating the total amount saved, with breakdowns by product capability and channel. ## F Glossary terms are grouped alphabetically. ### % First assignment resolution An ITSM Success Dashboard Service Quality KPI calculated as the percentage of tickets resolved without being reassigned to a different group. ### Fulfillment automation level A catalog item field \(Unspecified, Manual, Semi-automated, or Fully automated\) that ITSM Success Dashboard uses to categorize the item. Fully automated items count toward the Automated Resolutions KPI. ## I Glossary terms are grouped alphabetically. ### Incident auto resolution A contributing indicator of Automated resolutions in ITSM Success Dashboard whose value is determined by the deflection node configured in the Issue Auto Resolution Virtual Agent topic. ### Info icon An icon on an indicator scorecard in ITSM Success Dashboard that shows a short description of the indicator and how its value is calculated. ### ITSM VA-Self-Resolving A deflection pattern in ITSM Success Dashboard that indicates Virtual Agent resolved the user's problem completely without creating a ticket, contributing to the Self-solved KPIs. ### ITSM VA-Triage & Created A deflection pattern in ITSM Success Dashboard that indicates a ticket was submitted using Virtual Agent, contributing to the Call deflection KPIs. ## K Glossary terms are grouped alphabetically. ### key performance indicator A measure prescribed by ServiceNow that ITSM Success Dashboard uses to measure the performance of your ITSM implementation. #### KPI ### KPI category An ITSM Success Dashboard record, such as Incident, Problem, Change, or Request, that is mapped to a dashboard and appears as a tab on the Operational Success dashboard. ### KPI target A value you set in ITSM Success Dashboard for a KPI to match the benchmark score or your organizational targets, displayed on the KPI trendline. ## M Glossary terms are grouped alphabetically. ### manual primary indicator An ITSM Success Dashboard primary indicator whose formula is made up of other primary indicators. ### Mean time to resolve An ITSM Success Dashboard Service Quality KPI calculated from the daily average of the time between ticket creation and ticket closure. ### More Information card A context card in the ITSM Success Dashboard side panel that explains the formula and definition of a primary or contributing indicator. ## N Glossary terms are grouped alphabetically. ### NOW Assist ticket submissions The number of times a ticket was submitted using NOW Assist, determined in ITSM Success Dashboard by the ITSM - Triage & Created deflection pattern in the NOW Assist topic. ## O Glossary terms are grouped alphabetically. ### operational KPI In ITSM Success Dashboard, a quantifiable measure that tracks the efficiency and effectiveness of day-to-day operations in your organization. ### Operational Success dashboard An ITSM Success Dashboard view that provides a consolidated view of the end-to-end performance of the IT processes implemented in your organization. ## P Glossary terms are grouped alphabetically. ### Passwords updated using Password Reset apps The number of times users updated their account passwords using the Password Reset apps, as measured in ITSM Success Dashboard. ### Performance overview An ITSM Success Dashboard tab that measures KPIs such as Self-solved percentage, Call deflection percentage, Requests completed, and Successful predictions. ### persona group An ITSM Success Dashboard group with a yearly salary, used to calculate the estimated amount saved by requesters or fulfillers when processing a ticket. The base system provides the IT Tier 1 and Requester persona groups. ### Primary indicator registry The table \(sn\_sd\_primary\_indicator\_registry\) where you view the primary indicators in ITSM Success Dashboard that are prescribed by ServiceNow. ### primary indicator An ITSM Success Dashboard indicator prescribed by ServiceNow and stored in the Primary Indicator Registry table. Primary indicators must not be modified, as changes might impact your scores. ### Process insights Insights in ITSM Success Dashboard that help you analyze process bottlenecks and take steps from Analyst Workbench to improve metrics. ### Productivity in fulfilment A productivity moment in ITSM Success Dashboard that includes any productivity gains where ServiceNow helps agents or employees save time resolving a ticket. ### Productivity in routing A productivity moment in ITSM Success Dashboard counted when a Predictive Intelligence prediction of an incident field, such as assignment group or category, matches the final value at incident closure. ### Productivity in search A productivity moment in ITSM Success Dashboard counted when the NLU prediction model accurately understands the intent of the user's conversation or auto-selects a topic. ### Productivity moment An ITSM Success Dashboard metric counted when ServiceNow products help a user be more productive in their day-to-day operations. ## R Glossary terms are grouped alphabetically. ### % Reopened tickets An ITSM Success Dashboard Service Quality KPI calculated from the percentage of resolved tickets that were reopened during a specified period. ### Request fulfilled automatically The number of requested items fulfilled using automated workflows in ITSM Success Dashboard, which requires the Fulfillment automation level of the catalog item to be Fully automated. ## S Glossary terms are grouped alphabetically. ### scorecard An ITSM Success Dashboard widget that aggregates the daily values of a KPI for the selected period and compares them with the previous period. ### Self-solved percentage An ITSM Success Dashboard KPI calculated from the daily average number of times users achieved a resolution without intervention from Tier 1 agents. ### Self-solved using Knowledge An ITSM Success Dashboard KPI that counts the number of times users solved their problems by reading knowledge articles, without creating a ticket or engaging a human agent within 24 hours. ### Self-solved using Proactive Engagement for DEX An ITSM Success Dashboard KPI that counts the digital experience issues that DEX proactively detects and that users self-solve with Proactive Engagement. ### Self-solved using QnA An ITSM Success Dashboard KPI that counts the number of times users solved their issue from an AI Search QnA summarized answer, without creating a ticket or engaging a human agent within 24 hours. ### Self-solved using Virtual Agent An ITSM Success Dashboard KPI that counts the automated conversations that helped users solve their problem, including Virtual Agent powered by NLU and LLM \(Now Assist VA\). ### Service group The group, ITSM or HR, that an indicator belongs to in ITSM Success Dashboard. ### Service Quality An ITSM Success Dashboard tab that lists the KPIs that measure the quality of service offered when employees raise a request to resolve their digital issues. ### SSADeflectionHelper The script include shipped with ITSM Success Dashboard that you update to override the checkInteraction function and set up live agent interaction conditions for self-solved deflections. ### Structured tickets In ITSM Success Dashboard, the total number of requested items completed successfully in the report range. ## T Glossary terms are grouped alphabetically. ### time savings In ITSM Success Dashboard, the time saved per persona group for a contributing indicator, used to calculate estimated cost savings. ### Total ticket resolutions In ITSM Success Dashboard, the number of incidents resolved plus requested items closed plus agent interactions that were closed without resulting in a ticket. ### Total tickets submitted In ITSM Success Dashboard, the number of incidents created plus RITMs created. ## U Glossary terms are grouped alphabetically. ### UpdateFormulasSD An ITSM Success Dashboard scheduled job that runs once every 24 hours to recalculate all formulas. You can also run it manually when the dashboard shows outdated data. ## V Glossary terms are grouped alphabetically. ### VA ticket submissions An ITSM Success Dashboard KPI that counts the number of times a ticket was submitted using Virtual Agent, based on the ITSM VA-Triage & Created deflection pattern.
| title | ITSM Success Dashboard glossary |
| description | Learn about the terms and concepts in ITSM Success Dashboard.Glossary terms are grouped alphabetically.Glossary terms are grouped alphabetically.Glossary terms are grouped alphabetically.Glossary terms are grouped alphabetically.Glossary terms are grouped alphabetically.Glossary terms are grouped alphabetically.Glossary terms are grouped alphabetically.Glossary terms are grouped alphabetically.Glossary terms are grouped alphabetically.Glossary terms are grouped alphabetically.Glossary terms are grouped alphabetically.Glossary terms are grouped alphabetically.Glossary terms are grouped alphabetically.Glossary terms are grouped alphabetically.Glossary terms are grouped alphabetically.Glossary terms are grouped alphabetically.Glossary terms are grouped alphabetically. |
| locale | en-US |
| canonical_url | https://www.servicenow.com/docs/r/australia/it-service-management/itsm-success-dashboard-indicators/glossary-landing-sd.html |
| release | australia |
| product | ITSM Success Dashboard Indicators |
| classification | itsm-success-dashboard-indicators |
| topic_type | concept |
| last_updated | 2026-11-06 |
| reading_time_minutes | 8 |
| keywords | glossary termsglossary termsglossary termsglossary termsglossary termsglossary termsglossary termsglossary termsglossary termsglossary termsglossary termsglossary termsglossary termsglossary termsglossary termsglossary termsglossary terms |
| breadcrumb | ReferenceITSM Success Dashboard indicatorsIT Service Management |