ITSM Success Dashboard indicators KPI definitions and formulas

---
title: ITSM Success Dashboard indicators KPI definitions and formulas
description: Find the definitions and formulas of the KPIs used in ITSM Success Dashboard indicators.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/it-service-management/itsm-success-dashboard-indicators/sd-kpi-formulae.html
release: australia
product: ITSM Success Dashboard Indicators
classification: itsm-success-dashboard-indicators
topic_type: reference
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Explore, ITSM Success Dashboard indicators, IT Service Management]
---

# ITSM Success Dashboard indicators KPI definitions and formulas

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

All the key performance indicators \(KPIs\) and formulas used in the ITSM Success Dashboard are described in the following topics:

-   Performance overview
-   Service Quality
-   Operational Success

-   **[Performance overview](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/itsm-success-dashboard-indicators/performance-overview-ref.md)**  
Performance overview details all the key performance indicators \(KPIs\) and metrics that help you analyze the benefits of your ITSM implementation.
-   **[Service quality](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/itsm-success-dashboard-indicators/service-quality-ref.md)**  
Service quality lists the KPIs that measure the quality of service when employees raise requests to resolve their digital issues.
-   **[Operational Success](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/itsm-success-dashboard-indicators/operational-success-ref.md)**  
Use operational KPIs to track the efficiency and effectiveness of day-to-day operations and highlight the areas that need attention.

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