---
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


---

# Legacy: ITIL dashboard

# Legacy: ITIL dashboard {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read  
Use this dashboard to view, maintain, and track the tasks and incidents for operating the IT service desk.  
Important:  
Starting in Xanadu release, the ITIL dashboard is deprecated. Users can use [IT Agent dashboard for Service Operations Workspace](https://servicenow-prod.fluidtopics.net/7inKyQtgEUatg73jms0SJw "View the closed incidents that belong to you and your assignment groups through personalized metric visualization.") to view, maintain, and track the tasks and incidents for operating the IT service desk.
Figure 1. ITIL Dashboard

## Access the ITIL dashboard {#itil-dashboard__section_s2d_pqs_rrb}

To access the ITIL dashboard, navigate to AllSelf-ServiceDashboard. On the Dashboards Overview, search for ITIL dashboard.

## End user and roles {#itil-dashboard__section_t2d_pqs_rrb}

{#itil-dashboard__table_pfx_fgt_fsb__entry__3}

| 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 |
[ ]

{#itil-dashboard__table_pfx_fgt_fsb}

## Data visualizations {#itil-dashboard__section_y2d_pqs_rrb}

The dashboard includes the following visualizations:{#itil-dashboard__table_z2d_pqs_rrb__entry__3}

| Title | Type | Description |
|-|-|-|
| Critical Tasks | Single score (![Singe score icon]()) | Total number of open critical task records for which Priority is set to 1. |
| Unassigned Tasks | Single score (![Singe score icon]()) | Total number of open tasks that are still not assigned. |
| Tasks assigned to me | Single score (![Singe score icon]()) | Total number of tasks assigned to the logged-user of the dashboard. |
| Active Incidents older than 7 days | Single score (![Singe score icon]()) | Total number of active incidents logged before seven days. |
| Incident SLA Breached | Single score (![Singe score icon]()) | Total number of incidents that exceed its SLA. |
| Incident SLAs at Risk | Single score (![Singe score icon]()) | 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 (![List report icon]()) | Outstanding work load (tasks) of the logged-in user's group. |
| My Work | List (![List report icon]()) | The logged-in user's outstanding work load (tasks). |
[ ]

{#itil-dashboard__table_z2d_pqs_rrb}

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