---
sourceDocument: Australia IT Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/de-DE/it-service-management

 Release :

    - australia

ft:locale :

    - de-DE

ft:publication_title :

    - Australia IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Deprecated Benchmarks dashboard

# Deprecated Benchmarks dashboard {#ariaid-title1}

* Freigeben Version: Australia
* 
* Aktualisiert 12. März 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 Minuten Lesedauer

The Benchmarks dashboard shows
KPI data, performance trends, and indicator scorecards.  
Hinweis:  
For information about the new Benchmarks dashboard, see [New Benchmarks Dashboard](https://servicenow-prod.fluidtopics.net/PBNES61RozaA8nWfu5t2YQ "The Benchmarks dashboard displays KPI data, performance trends, and indicator scorecards.").

The Benchmarks KPI dashboard view displays all the KPIs and can be accessed through Service Portal.  
Features include:

* Ability to show KPIs in either list or card view.
* Downloadable reports of KPI list and all charts in PDF format.
* Ability to filter data by type of industry, number of users, MSPs, or geographic region (the filter is retained when switching between KPI view and trend view).  
  Hinweis:  
  Only Managed Service Providers (MSP) can view the global MSP aggregate score data.
* Color-coded KPI data (the favorable comparison results for your instance are in green, while red favors global data).
* Monthly change percentage calculation of your instance from the previous month.
* Ability to view six months of historical KPI data.
* Ability to display time values in hours or days (using the sn_bm_client.dashboard_display_unit system property).

{#c_BenchDashboard__ul_mbm_mzy_xy}  
Hinweis:  
[Service Portal](https://www.servicenow.com/docs/access?context=c_ServicePortal&version=australia&pubname=australia-platform-user-interface&ft:locale=en-US) must be installed to view the Benchmarks dashboard.

## Percentile rank {#c_BenchDashboard__section_gt1_kzm_gbb}

The exact standing of the KPI for your company within your participating peer group is indicated by percentile rank. A KPI percentile rank of 90% indicates that your instance outperforms 90% of the instances participating in
that KPI group.  
Hinweis:  
A high percentile rank does not always indicate a desirable result.

For certain
KPIs a higher ranking is preferred (% of incidents resolved using KB articles), but for
others it is not (% of emergency changes). The meaning of your percentile ranking should
be interpreted based on the direction of the KPI being analyzed.  
{#c_BenchDashboard__table_och_ydn_gbb__entry__2}{#c_BenchDashboard__table_och_ydn_gbb__entry__4}

| KPI | Direction (Percentile rank goal) ||
| KPI | Minimize | Maximize |
|-|:-:|:-:|
| Incident |||
| % of high priority incidents resolved | ![yes.]() | ![no.]() |
| % of incidents resolved on first assignment | ![no.]() | ![yes.]() |
| % of incidents resolved within SLA | ![no.]() | ![yes.]() |
| % of reopened incidents | ![yes.]() | ![no.]() |
| Average time to resolve a high priority incident | ![yes.]() | ![no.]() |
| Average time to resolve an incident | ![yes.]() | ![no.]() |
| Number of incidents created per user | ![yes.]() | ![no.]() |
| Problem |||
| % of high priority problems | ![yes.]() | ![no.]() |
| % of incidents resolved by problem | ![no.]() | ![yes.]() |
| Average time to close a problem | ![yes.]() | ![no.]() |
| Change |||
| % of emergency changes | ![yes.]() | ![no.]() |
| % of failed changes | ![yes.]() | ![no.]() |
| Average time to close a change | ![yes.]() | ![no.]() |
| Service Catalog |||
| % of closed requests with breached SLAs | ![yes.]() | ![no.]() |
| Average time to fulfill a request | ![yes.]() | ![no.]() |
| Number of requests created per user | ![yes.]() | ![no.]() |
| Knowledge |||
| % of incidents resolved using KB articles | ![no.]() | ![yes.]() |
| Number of knowledge article views per user | ![no.]() | ![yes.]() |
| ITSM Virtual Agent |||
| % call deflection | ![no.]() | ![yes.]() |
| % of incidents auto-resolved | ![no.]() | ![yes.]() |
| Other |||
| Average customer satisfaction | ![no.]() | ![yes.]() |
| Number of requesters per fulfiller | ![no.]() | ![yes.]() |
| CMDB |||
| % of duplicate CIs | ![yes.]() | ![no.]() |
| % of non-compliant CIs | ![yes.]() | ![no.]() |
| % of stale CIs | ![yes.]() | ![no.]() |
| Security Incident Response |||
| % of critical and high priority security incidents | ![yes.]() | ![no.]() |
| Vulnerability Response |||
| Average critical vulnerability age | ![yes.]() | ![no.]() |
| Average vulnerability age | ![yes.]() | ![no.]() |
| Virtual Agent |||
| % of users using Virtual Agent | ![yes.]() | ![no.]() |
| % conversation handed over to a live agent | ![no.]() | ![yes.]() |
| Virtual Agent CSAT score | ![yes.]() | ![no.]() |
| Success Dashboard |||
| Self-solved % | ![yes.]() | ![no.]() |
| Call deflection % | ![yes.]() | ![no.]() |
| Structured tickets % | ![yes.]() | ![no.]() |
| Customer satisfaction survey scores | ![yes.]() | ![no.]() |
| MTTR -- Average mean time to resolution | ![no.]() | ![yes.]() |
| Breached SLA % | ![no.]() | ![yes.]() |
| First assignment resolution | ![yes.]() | ![no.]() |
| % Automated resolutions | ![yes.]() | ![no.]() |
| % KB - Self-solved (count) | ![yes.]() | ![no.]() |
| % VA - Self-solved (count) | ![yes.]() | ![no.]() |
| % Call deflection when self-solved (count) | ![yes.]() | ![no.]() |
| % VA ticket submissions (count) | ![yes.]() | ![no.]() |
| % Catalog ticket submissions (count) | ![yes.]() | ![no.]() |
[ ]

{#c_BenchDashboard__table_och_ydn_gbb}

## Top Performers {#c_BenchDashboard__section_sw1_hv3_sxb}

You can compare the customer's Benchmark score to analyze your performance against the top-ten percentile in a cohort.

## ITSM dashboards {#c_BenchDashboard__section_zzj_ws4_qbb}

ITSM dashboards are a central place for ITSM users to monitor ongoing ITSM operations.
These dashboards contain data visualizations to help you improve your business processes and
practices.

Access the dashboards under Self-ServiceDashboards. To view detailed information, hover over any report graphic.  
{#c_BenchDashboard__table_e5m_lt4_qbb__entry__3}

| Dashboard | Description | Role |
|-|-|-|
| IT Manager | Overview reports and IT service analysis reports | * Incident Manager * SLA Manager * pa_admin {#c_BenchDashboard__ul_bbf_4t4_qbb} |
| IT Agent | Agent work and agent group work reports, and prioritized workload | * itil * itil_admin * pa_admin {#c_BenchDashboard__ul_qvz_pt4_qbb} |
| IT Executive | Customer service, performance, and risk map reports | * itil * itil_admin * pa_admin {#c_BenchDashboard__ul_ugz_rt4_qbb} |
[ ]

{#c_BenchDashboard__table_e5m_lt4_qbb}
* **[View benchmark KPI data (deprecated)](https://servicenow-prod.fluidtopics.net/ocbQ5ND0SfyO1Uve6gYaPA)**   
  Benchmarks KPI data is shown in Service Portal. Data includes values for your company instance, and for global data.
* **[Benchmarks KPI performance trend and recommendations (deprecated)](https://servicenow-prod.fluidtopics.net/O5xuaxH1PQL77hHA2cTtMg)**   
  The Benchmarks KPI performance chart trend view shows your KPI performance comparison with global data, and provides recommendations to implement for improved performance of your KPI.
* **[Drill down within benchmark KPI data (deprecated)](https://servicenow-prod.fluidtopics.net/QGBZ4Nyab~6YI0W_J1FFrA)**   
  You can drill down within benchmark KPI data for further analysis within Performance Analytics.