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

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Normalization formulas for metrics

# DEX Score normalization for metric scores {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Learn how normalization adjusts individual scores of each metric to a common scale, enabling comparison across different metrics.
In Digital Experience Score, the key metrics monitored from applications and devices are normalized by mapping the Good, Average, or Poor range of the actual metric value to the corresponding Good, Average, or Poor range
definition on a scale of 100.  
Normalization of metric values is done in two ways: One to maximize values and the other to minimize values.{#dexscr-dex-score-normalization__table_pwr_jh4_zdc__entry__2}

|   |   |
|-|-|
| To maximize the value | Maximize the value when higher values are better, for example, metric for WiFi reception rate. The following formula is used to get the normalized score: `Normalized value (Maximize) = L1 + ((M1 - L2) / (H2 - L2) x (H1 - L1))` |
| To minimize the value | Minimize the value when lower values are better, for example, metric for CPU usage. The following formula is used to get the normalized score: `Normalized value (Minimize) = H1 - ((M1 - L2) / (H2 - L2) x (H1 - L1))` |
[ ]

{#dexscr-dex-score-normalization__table_pwr_jh4_zdc}Where,

* L1 = Low value of mapping range
* H1 = High value of mapping range
* M1 = Actual metric value
* L2 = Low value of metric value range
* H2 = High value of metric value range

{#dexscr-dex-score-normalization__ul_ntg_g34_zdc}You can customize the lower bound values for Good, Average, and Poor ranges. For more information, see [Customize metric definitions](https://servicenow-prod.fluidtopics.net/hhY48MsMSmBVsoPaFU8i5w "Customize the base system metric definitions based on your business requirements.")

Example for an application metric normalization (maximize)
:
    Consider the following values for the metric WiFi reception rate:

    * Actual metric value (M1): 400 (falls in good range)

    * Mapping range for good (L1 and H1): 75--100
    * Metric value range for average (L2 and H2): 50--500

    {#dexscr-dex-score-normalization__ul_shy_m34_zdc}Then the application health metrics score is calculated as:

    Normalized value (Maximize) = `75 + ((400 - 50) / (500 - 50) x (100 - 75))` = 94 (rounded off).

Example for a device metric normalization (minimize)
:
    Consider the following values for the metric CPU Usage:

    * Actual metric value: 79 (falls in average range)
    * Mapping range for good (L1 and H1): 65--74
    * Metric value range for average (L2 and H2): 55--84

    {#dexscr-dex-score-normalization__ul_m25_3j4_zdc} Then the device health metrics score is calculated as:

    Normalized value (Minimize) = `74 - ((79 - 55) / (84 - 55) x (74 - 65))` = 66 (rounded off).

**Related concepts**   

* [Metric scores in Digital Experience Score​](https://servicenow-prod.fluidtopics.net/WE94bfti_2FP4HTTI5AyyQ "Learn more about the different qualitative and quantitative metrics in the Digital Experience Score​ dashboard, which provides end-to-end visibility into your employees' digital experiences.")  
**Related tasks**   

* [Define qualitative mapping for a DEX Score metric](https://servicenow-prod.fluidtopics.net/2Pu99~LkTyLQqZdEB3VZHg "Define mapping between the qualitative value and normalized score of a DEX Score metric according to your business needs.")  
**Related reference**   

* [DEX Score metrics calculation](https://servicenow-prod.fluidtopics.net/qHG~iP3miHiAkSWp2VDHwg "Learn more about how the metrics values are calculated in the Digital Experience Score​ dashboard.")