Legacy: ITIL dashboard
Summarize
Summary of Legacy: ITIL dashboard
The Legacy ITIL dashboard provides a centralized interface for IT service desk agents to view, maintain, and track tasks and incidents related to IT service operations. It enables agents and admins to manage incidents, tasks, and service level agreements (SLAs) effectively.
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Important: As of the Xanadu release, the ITIL dashboard is deprecated. ServiceNow recommends transitioning to the IT Agent dashboard within the Service Operations Workspace for ongoing task and incident management.
Access and Roles
- Access: Navigate to All > Self-Service > Dashboard, then search for "ITIL dashboard" on the Dashboards Overview page.
- Roles:
- IT Agent: Can view, open, update, track, and close incidents and tasks related to customer issues.
- IT Agent Admin: Has all IT Agent capabilities plus the ability to modify dashboard data and layout.
Key Features
The dashboard includes several data visualizations designed to highlight critical workload and incident status metrics:
- Critical Tasks: Displays the total number of open tasks with Priority set to 1.
- Unassigned Tasks: Shows open tasks that have not yet been assigned.
- Tasks Assigned to Me: Counts tasks assigned to the logged-in user.
- Active Incidents Older than 7 Days: Tracks incidents active for more than seven days.
- Incident SLA Breached: Indicates incidents that have exceeded their SLA target.
- Incident SLAs at Risk: Highlights active incidents that have reached 75% of their SLA duration but have not yet breached.
- My Groups Work List: Displays the outstanding task workload for the logged-in user’s group.
- My Work List: Shows the logged-in user’s outstanding tasks.
Practical Implications for ServiceNow Customers
This dashboard is useful for IT service desk agents and administrators to monitor workload and SLA compliance efficiently. However, given its deprecation in the Xanadu release, customers should plan to migrate to the IT Agent dashboard in Service Operations Workspace to ensure continued support and access to updated capabilities.
Use this dashboard to view, maintain, and track the tasks and incidents for operating the IT service desk.
Starting in Xanadu release, the ITIL dashboard is deprecated. Users can use IT Agent dashboard for Service Operations Workspace to view, maintain, and track the tasks and incidents for operating the IT service desk.
Access the ITIL dashboard
To access the ITIL dashboard, navigate to . On the Dashboards Overview, search for ITIL dashboard.
End user and roles
| End User | Description | Required role |
|---|---|---|
| IT Agent | Views, opens, updates, tracks, and closes incidents and tasks for managing customer issues. | itil |
| IT Agent Admin | Can perform all the activities of an IT agent. In addition, the admin can also modify the data and layout. | itil_admin |
Data visualizations
| Title | Type | Description |
|---|---|---|
| Critical Tasks | Single score ( ) |
Total number of open critical task records for which Priority is set to 1. |
| Unassigned Tasks | Single score () |
Total number of open tasks that are still not assigned. |
| Tasks assigned to me | Single score () |
Total number of tasks assigned to the logged-user of the dashboard. |
| Active Incidents older than 7 days | Single score () |
Total number of active incidents logged before seven days. |
| Incident SLA Breached | Single score () |
Total number of incidents that exceed its SLA. |
| Incident SLAs at Risk | Single score () |
Total number of active incidents that have not yet exceeded an SLA but have elapsed 75% of the duration of the SLA. |
| My Groups Work | List ( ) |
Outstanding work load (tasks) of the logged-in user's group. |
| My Work | List () |
The logged-in user's outstanding work load (tasks). |