KPI configuration for Success Dashboard indicators

concept brazil Updated Sep 10, 2026 2 min read config-kpis-sdb.md
Raw file servicenow.com

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

For example, your organization may have a different method to determine Self-solved using Knowledge. You cannot change the definition of Self-solved percentage and Call deflection that use Self-solved using Knowledge, but you can replace or add the KPIs and their constituents.

There are two major types of indicators:

  • Primary indicators: The indicators prescribed by ServiceNow.

    Warning: You must not modify any primary indicators because these are prescribed by ServiceNow®. Modifying these KPIs might impact your scores.

    • You can view the primary indicators in the Primary Indicator Registry table (sn_sd_primary_indicator_registry).

    • You can view the corresponding Performance Analytics indicators in the Primary Indicator table (sn_sd_primary_indicator).

      Primary indicators are of the following types:

      • Manual: The formulae for these indicators are made up of other primary indicators.
      • Automatic: The formulae for these indicators are automatically calculated based on the contributing indicators.

  • Contributing Indicators: The indicators listed in the Contributing Indicator Registry (sn_sd_contributing_indicator_registry) table and that point to primary indicators.

    • When these indicators are registered with automatic primary indicators, the formula of the primary indicator is automatically updated to include these indicators in the sum.

    • When these indicators are removed from the registry or marked inactive, the formula of the primary indicator is updated to remove this indicator from the sum. For example:

      SQL
      Self-solve (manual primary indicator) = Self-solved using Virtual Agent (automatic primary indicator) + Self-solved using Knowledge (automatic primary indicator) + Automated Resolutions (automatic primary indicator)

      Where:

      • Self-solved using Virtual Agent = Any Service group issues self-solved using VA (the only contributing indicator registered for this primary indicator)
      • Self-solved using Knowledge = Any Service group issues self-solved using Knowledge (the only contributing indicator registered for this primary indicator)
      • Automated Resolutions (automatic primary indicator) = Incident or HR ticket auto-resolution (the only contributing indicator registered for this primary indicator)

  • Add contributing indicators
    Add new contributing indicators based on your organizational preferences.

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

  • Update more information cards
    Configure and update the More Information cards in the side panel.

  • Create a cost savings indicator for ITSM Success Dashboard
    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
    Modify the currency code for ITSM Success Dashboard indicators.

Parent Topic:ITSM Success Dashboard Admin console

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