ITSM Success Dashboard release notes

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of ITSM Success Dashboard release notes

    The ServiceNow® ITSM Success Dashboard application delivers valuable insights to IT leadership and process owners, enabling them to measure and improve the performance of their IT Service Management (ITSM) implementation. The Yokohama release introduces enhancements that focus on productivity improvements through Now Assist features, helping users better understand the impact of these innovations on their ITSM processes.

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    Key Features

    • New KPIs for Now Assist: The Yokohama release adds new Key Performance Indicators (KPIs) related to Now Assist under the Productivity moments category, including:
      • Successful Change Summarization - Now Assist
      • Successful Change Risk Explanation - Now Assist
      These KPIs help track the effectiveness of change summarization and risk explanation features provided by Now Assist.
    • Knowledge Articles KPI: A new KPI measures the number of knowledge base articles created using Now Assist, providing insights into content creation productivity.
    • Self-Solved Percentage KPI: This KPI tracks the frequency of issues resolved via digital self-service channels such as Desktop Assistant, Now Assist panel, and Employee portal, highlighting the impact of self-service tools on issue resolution.
    • Availability: ITSM Success Dashboard is available for installation through the ServiceNow Store, facilitating easy access and deployment within your environment.

    Activation and Related Applications

    To activate the ITSM Success Dashboard, customers need to request and install it from the ServiceNow Store. This centralized location streamlines app management and updates.

    Additional related ServiceNow applications include:

    • Benchmarks: Provides comparative KPI insights against industry averages and top performers.
    • Performance Analytics: Offers tools to create management dashboards, report on KPIs, and drive service quality improvements.
    • HR Success Dashboard: Delivers performance insights specific to HR implementations via tailored KPIs.

    What This Enables for ServiceNow Customers

    With the Yokohama release of the ITSM Success Dashboard, ServiceNow customers can better quantify the value of Now Assist features, monitor knowledge article creation, and evaluate self-service effectiveness. These insights empower IT leadership to optimize ITSM processes, improve user productivity, and enhance service delivery outcomes.

    The ServiceNow® ITSM Success Dashboard application provides insights into the IT leadership team and process owners that they can use to measure the performance of their ServiceNow® IT Service Management ITSM implementation. ITSM Success Dashboard was enhanced and updated in the Yokohama release.

    ITSM Success Dashboard highlights for the Yokohama release

    Experience the all new KPIs introduced for the Now Assist under Productivity moments per user in ITSM Success Dashboard to understand the benefits of using Now Assist features like Change Summarization, Change Risk Explanation, and Knowledge Article generation.

    See ITSM Success Dashboard indicators for more information.

    Important:
    ITSM Success Dashboard is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes.

    New in the Yokohama release

    • The all new KPIs Successful Change Summarization - Now Assist and Successful Change Risk Explanation - Now Assist are added to the Productivity moments. These new contributing indicators help you understand the benefits of using change summarization and change risk explanation through Now Assist.
    • The Key Performance Indicator (KPI) Knowledge Articles created using Now Assist is added to Productivity moments. This primary indicator shows how many knowledge base articles are created using Now Assist in a given period.
    • New KPI is added to the self solved - percentage. This new KPI shares the number of times the issue is resolved using the Digital End-User Experience self service channels like Desktop Assistant, Now Assist panel, and Employee portal.

    Activation information

    Install ITSM Success Dashboard by requesting it from the ServiceNow Store. Visit the ServiceNow Store website to view all the available apps and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.

    Related ServiceNow applications and features

    Benchmarks
    The ServiceNow® Benchmarks application provides instant visibility into your key performance indicators (KPIs) and trends, as well as comparative insight relative to industry averages of your peers and to the industry top performers.
    Performance Analytics (Indicator data sources)
    The ServiceNow® Performance Analytics application is an in-platform solution that enables organizations to
    • Create management dashboards
    • Report on KPIs and metrics
    • Answer key business questions
    • Help increase quality
    • Reduce the costs of service delivery
    HR Success Dashboard indicators
    HR Success Dashboard indicators provide performance insights to the HR leadership team and process owners. You can measure the performance of the HR implementation using the different KPIs.