Legacy: IT Executive dashboard
See a high-level view across all of ITSM.
IT executives can use the ITSM Success Dashboards to view the metrics for ITSM.
[Omitted image "itsm-it-executive.gif"] Alt text: Animated tour of the tabs of the IT Executive dashboard
End user and roles
| End user and goal | Required role |
|---|---|
| IT Executive | None |
Indicators
-
% of new critical incidents
The result of the formula
( [[Number of new incidents > Priority = 1 - Critical]] / [[Number of new incidents]] ) * 100 -
% of new critical problems
The result of the formula
( [[Number of new problems > Priority = 1 - Critical]] / [[Number of new problems]] ) * 100 -
% of open incidents not updated in last 5 days
Number of open incidents not updated in last 5 days as a percentage of number of open incidents, according to the formula
( [[Number of open incidents not updated in last 5 days]] / [[Number of open incidents]] ) * 100. -
% of open requested items before due date
The result of the formula
( [[Number of open requested items before due date]] / [[Number of open requested items]] ) * 100 -
% of overdue requested items
The result of the formula
100 - [[% of open requested items before due date]] -
Active Breached SLAs Today
The result in percentage of the formula
([[Number of breach task sla today]]/[[Number of active task sla]])*100 -
Average age open incidents
The result, in days, of the formula
[[Summed age of open incidents]] / [[Number of open incidents]] / 24 -
Average Cost per Resolved Incident - Weekly
The result of the formula
[[Cost of Incidents Resolved / By week SUM +]]/[[Number of resolved incidents / By week SUM +]]. In other words, the weekly sum of the cost of resolved incidents, including partial weeks, divided by the weekly sum of resolved incidents, including partial weeks. -
Average reassignment of open incidents
The result of the formula
[[Summed re-assignment of open incidents]] / [[Number of open incidents]] -
Average resolution time of resolved incidents
The result of the formula
[[Summed duration of resolved incidents]] / [[Number of resolved incidents]] / 24 -
ITSM Average Overall Customer Satisfaction
Average of the normalized score for the Customer Satisfaction survey, as a result of the formula
[[ITSM normalized satisfaction score]] / [[ITSM survey instances]] -
Number of new incidents
The number of incidents opened today
-
Number of new problems
The number of incidents opened today
-
Number of open incidents
Number of incidents with no Resolved date
-
Number of open incidents not updated in last 5 days
Number of open incidents with an Updated date of more than five days ago
-
Number of open requested items
Number of requests with a registration date on or before today and no closed date, or a closed date after today
-
Number of open requested items before due date
Number of requested items open today (before midnight on collection date) and a due date after midnight on the collection date.
-
Number of resolved incidents
Number of incidents with a value in the Resolved date field
The following indicators do not appear on the dashboard but are used in formulas:
-
Cost of Incidents Resolved
The daily sum of the Value field of incident_metric records where the Definition field value is Incident Resolution Fixed Cost.
-
ITSM normalized satisfaction score
Sum of the normalized score of metric results for the Customer Satisfaction survey
-
ITSM survey instances
Number of the survey instances of the Customer Satisfaction survey
-
Number of active task sla
The count of active SLA tasks on task_sla with a start time before today and a stop time after today.
-
Number of breach task sla today
The count of active SLA tasks on task_sla with a breach time before today
-
Summed age of open incidents
The sum of hours between the time an incident was opened and now
-
Summed duration of resolved incidents
The sum of hours between the time an incident was opened and the time it was resolved
-
Summed reassignments of open incidents
The summed reassignment count of all open incidents
Breakdowns
- Age (Requested Item, Incident)
- Assignment Group
- Backordered (Requested Item)
- Category (Incident)
- Contact Type (Incident)
- Item
- Opened by Department
- Priority (Requested Item, Incident, Problem)
- Requested by Department (Requested Item)
- SLA Definition
- Stage (Requested Item)
- State (Change, Request, Problem)
Parent Topic:Legacy: Performance Analytics ITSM Dashboards
---
title: Legacy: IT Executive dashboard
description: See a high-level view across all of ITSM.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/it-service-management/it-executive-dashboard.html
release: brazil
topic_type: concept
last_updated: "2026-09-10"
reading_time_minutes: 3
breadcrumb: [Legacy: Performance Analytics ITSM Dashboards, Platform Analytics ITSM Dashboards, IT Service Management]
---
# Legacy: IT Executive dashboard
See a high-level view across all of ITSM.
IT executives can use the [ITSM Success Dashboards](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/it-service-management/itsm-success-dashboard-indicators/explore-success-dashboard-indicators.md) to view the metrics for ITSM.
\[Omitted image "itsm-it-executive.gif"\] Alt text: Animated tour of the tabs of the IT Executive dashboard
## End user and roles
|End user and goal|Required role|
|-----------------|-------------|
|IT Executive|None|
## Indicators
- **% of new critical incidents**
The result of the formula `( [[Number of new incidents > Priority = 1 - Critical]] / [[Number of new incidents]] ) * 100`
- **% of new critical problems**
The result of the formula `( [[Number of new problems > Priority = 1 - Critical]] / [[Number of new problems]] ) * 100`
- **% of open incidents not updated in last 5 days**
Number of open incidents not updated in last 5 days as a percentage of number of open incidents, according to the formula `( [[Number of open incidents not updated in last 5 days]] / [[Number of open incidents]] ) * 100`.
- **% of open requested items before due date**
The result of the formula `( [[Number of open requested items before due date]] / [[Number of open requested items]] ) * 100`
- **% of overdue requested items**
The result of the formula `100 - [[% of open requested items before due date]]`
- **Active Breached SLAs Today**
The result in percentage of the formula `([[Number of breach task sla today]]/[[Number of active task sla]])*100`
- **Average age open incidents**
The result, in days, of the formula `[[Summed age of open incidents]] / [[Number of open incidents]] / 24`
- **Average Cost per Resolved Incident - Weekly**
The result of the formula `[[Cost of Incidents Resolved / By week SUM +]]/[[Number of resolved incidents / By week SUM +]]`. In other words, the weekly sum of the cost of resolved incidents, including partial weeks, divided by the weekly sum of resolved incidents, including partial weeks.
- **Average reassignment of open incidents**
The result of the formula `[[Summed re-assignment of open incidents]] / [[Number of open incidents]]`
- **Average resolution time of resolved incidents**
The result of the formula `[[Summed duration of resolved incidents]] / [[Number of resolved incidents]] / 24`
- **ITSM Average Overall Customer Satisfaction**
Average of the normalized score for the Customer Satisfaction survey, as a result of the formula `[[ITSM normalized satisfaction score]] / [[ITSM survey instances]]`
- **Number of new incidents**
The number of incidents opened today
- **Number of new problems**
The number of incidents opened today
- **Number of open incidents**
Number of incidents with no Resolved date
- **Number of open incidents not updated in last 5 days**
Number of open incidents with an Updated date of more than five days ago
- **Number of open requested items**
Number of requests with a registration date on or before today and no closed date, or a closed date after today
- **Number of open requested items before due date**
Number of requested items open today \(before midnight on collection date\) and a due date after midnight on the collection date.
- **Number of resolved incidents**
Number of incidents with a value in the Resolved date field
The following indicators do not appear on the dashboard but are used in formulas:
- **Cost of Incidents Resolved**
The daily sum of the Value field of incident\_metric records where the Definition field value is Incident Resolution Fixed Cost.
- **ITSM normalized satisfaction score**
Sum of the normalized score of metric results for the Customer Satisfaction survey
- **ITSM survey instances**
Number of the survey instances of the Customer Satisfaction survey
- **Number of active task sla**
The count of active SLA tasks on task\_sla with a start time before today and a stop time after today.
- **Number of breach task sla today**
The count of active SLA tasks on task\_sla with a breach time before today
- **Summed age of open incidents**
The sum of hours between the time an incident was opened and now
- **Summed duration of resolved incidents**
The sum of hours between the time an incident was opened and the time it was resolved
- **Summed reassignments of open incidents**
The summed reassignment count of all open incidents
## Breakdowns
- Age \(Requested Item, Incident\)
- Assignment Group
- Backordered \(Requested Item\)
- Category \(Incident\)
- Contact Type \(Incident\)
- Item
- Opened by Department
- Priority \(Requested Item, Incident, Problem\)
- Requested by Department \(Requested Item\)
- SLA Definition
- Stage \(Requested Item\)
- State \(Change, Request, Problem\)
**Parent Topic:**[Legacy: Performance Analytics ITSM Dashboards](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/it-service-management/itsm-dashboards-content-pack.md)
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