---
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


---

# KPI groups installed with Digital Portfolio Management

# KPI groups installed with Digital Portfolio Management {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read  
Digital Portfolio Management (DPM) enables you to view standard key performance
indicator (KPI) groups that are included with the base system. You can also configure KPIs with
the sn_dpm.dpm_admin role.
Admins view the back-end details of KPI groups by navigating to Digital Portfolio ManagementAllKPI Groups.

In addition to viewing the KPIs that come with the base DPM system, you can also configure them. For more
information, see [Configure KPIs in Digital Portfolio
Management](https://servicenow-prod.fluidtopics.net/sp9RaTyip~vT6MP_32O5NA "Configure key performance indicators (KPIs) in Digital Portfolio Management (DPM) to surface performance information in the context of your solutions. This procedure uses the example of configuring service availability to display the availability score in the Run life-cycle phase.").

To see the latest score of KPIs, enable the latest score system property. For more information on this system property, see [KPI groups in Digital Portfolio Management](https://servicenow-prod.fluidtopics.net/nBbjv8yisE3GhqfaAx28Dw "Define and configure the key performance indicator (KPI) groups in DPM that matter most to you. When you associate KPI groups with your services and applications, you can analyze their performance in a centralized area.").
{#dpm-kpi-groups-oob__table_rgl_hz1_hsb__entry__4}

| KPI Group | Type | Contains KPIs | Supporting KPIs |
|-|-|-|-|
| Business application performance | Business applications | * Number of incidents * Number of problems * Number of changes {#dpm-kpi-groups-oob__ul_zht_qk1_gyb} | No supporting KPIs |
| Performance snapshot and Service metrics | Service Portfolios and Services | Availability | * Outages * Average outage duration {#dpm-kpi-groups-oob__ul_z2r_yjx_cwb} |
| Performance snapshot and Service metrics | Service Portfolios and Services | Open incidents | * P1 Incidents (sum) * MTTR (average time to resolve) * Incident Customer satisfaction score (CSAT) (average) * Incidents with breached service level agreements (SLA) (sum) * Incidents not updated for 5 days (sum) * Incidents not updated for 30 days (sum) {#dpm-kpi-groups-oob__ul_zqq_lkb_hsb} |
| Performance snapshot and Service metrics | Service Portfolios and Services | Incidents not updated for 5 days (for Performance Snapshot). | No supporting KPIs |
| Performance snapshot and Service metrics | Service Portfolios and Services | Mean time to resolve (MTTR) (for Service metrics) | Average time to resolve all incidents that are P1 to P5. |
| Performance snapshot and Service metrics | Service Portfolios and Services | New requests | No supporting KPIs |
| Outage and Availability | Offerings | Total outage minutes | * Unplanned outage minutes (sum) * Degraded outage minutes (sum) * Planned outage minutes (sum) * New emergency changes (sum) {#dpm-kpi-groups-oob__ul_cgz_fzw_cwb} |
| Outage and Availability | Offerings | Availability | * Unplanned outages (sum) * Average outage duration (average) * Degraded outages (sum) * Planned outages (sum) {#dpm-kpi-groups-oob__ul_igz_fzw_cwb} |
| Incidents | Offerings | New incidents | * P1 to P4 incidents (average) * Incidents caused by change (average) {#dpm-kpi-groups-oob__ul_efr_3n1_gyb} |
| Incidents | Offerings | Incidents not updated for 5 days | No supporting KPIs |
| Incidents | Offerings | Incidents with a breached service level agreement (SLA) | No supporting KPIs |
| Incidents | Offerings | Incidents by priority | No supporting KPIs |
| Changes | Offerings | Open changes | * High risk changes * High priority changes * Overdue changes {#dpm-kpi-groups-oob__ul_ew5_r3x_cwb} |
| Changes | Offerings | New changes | No supporting KPIs |
| Problems | Offerings | * New problems * Problems by priority {#dpm-kpi-groups-oob__ul_vpz_ynr_hsb} | * P1 (critical) * P2 (high) * P3 (moderate) * P4 (low) * P5 (planning) {#dpm-kpi-groups-oob__ul_srs_h3b_hsb} |
| Catalog Activity | Offerings | Service requests | * RITMs closed incomplete (average) * Average time to close (average) * RITMs closed complete (average) * RITMs closed skipped (average) {#dpm-kpi-groups-oob__ul_bfx_d3b_ktb} |
| Catalog Activity | Offerings | Requests by catalog item | * Catalog activity by item (sum) * Average time to close by item (average) {#dpm-kpi-groups-oob__ul_ahz_g3b_ktb} |
| Service health | Service instances | Critical incidents | * P1 incidents (sum) * P2 incidents (sum) * MTTR (average) {#dpm-kpi-groups-oob__ul_x2z_3fx_cwb} |
| Service health | Service instances | Closed changes | * Emergency changes (sum) * High risk changes (sum) {#dpm-kpi-groups-oob__ul_ysz_lfx_cwb} |
| Availability insights | Service instances | Availability | * Unplanned outages (sum) * Degraded outages (sum) * Planned outages (sum) {#dpm-kpi-groups-oob__ul_gns_w2x_cwb} |
| Availability insights | Service instances | Unplanned outages | New emergency changes |
| Availability insights | Service instances | Average outage duration | No supporting KPIs |
| Portfolio success metrics | Enterprise portfolios | * Availability * Incidents with a breached SLA * Incidents caused by changes * Successful changes {#dpm-kpi-groups-oob__ul_u41_kp1_gyb} | No supporting KPIs |
| Service CSAT | Services | * Average CSAT * CSAT ratings {#dpm-kpi-groups-oob__ul_t2d_sjx_cwb} | Average CSAT is 5 rating (highest) to 1 rating (lowest) |
[Table 1. DPM base system KPI groups]

{#dpm-kpi-groups-oob__table_rgl_hz1_hsb}  
Note:  
To view more details, select the KPI number. KPI charts aren't selectable.

*[\>]: and then