---
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


---

# Configure

# Configuring ITSM Success Dashboard indicators {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Set up the ITSM Success Dashboard indicators so that IT leadership teams
and process owners can start using the dashboard.

## Get started with ITSM Success Dashboard {#configure-success-dashboards__section_zj2_ysj_xsb}

1. Procure ITSM Pro license for ServiceNow IT Service Management applications.
2. Install the ITSM Success Dashboard application (sn_sd_itsm). For more information, see [Install ITSM Success Dashboard](https://servicenow-prod.fluidtopics.net/ADQJHU1pbmOfv4F1ve_HAA "You can install the ITSM Success Dashboard indicators application (sn_sd_itsm) if you have the admin role. The application installs related ServiceNow Store applications and plugins if they are not already installed.").
3. Configure the knowledge base for IT Service Management. For more information, see [Configure the knowledge base for ITSM Success Dashboard indicators](https://servicenow-prod.fluidtopics.net/E92daKPkNGx~RRfvNugP~w "Include only the relevant knowledge bases related to IT while determining the Self-solved using Knowledge KPI in ITSM Success Dashboard indicators.").
4. Configure Virtual Agent topics with VA deflection nodes. For more information, see [Configure Virtual Agent topics for ITSM Success Dashboard indicators](https://servicenow-prod.fluidtopics.net/DnvaXq8Ly1UrKBVKKcX0YQ "Configure the Virtual Agent (VA) topics for ITSM Success Dashboard indicators so that data is displayed correctly if you have topics other than the base system topics.").
5. Set fulfillment automation level of catalog item. For more information, see [Set fulfillment automation level of catalog item for the Success Dashboard indicators](https://servicenow-prod.fluidtopics.net/a9V7OK4Os0im67jpvUcV0Q "Set the fulfillment automation level of catalog items from manual to fully-automate to reduce manual effort and accelerate the turn around time.").
6. Configure the Key Performance Indicators (KPI)s in the ITSM Success Dashboard. For more information, see [Configure Success Dashboard indicators KPIs](https://servicenow-prod.fluidtopics.net/wH7JiZiDtoPAyjUuBAcUxg "Success Dashboard indicators has a prescriptive methodology for measuring performance. But you can reconfigure the source of the Key Performance Indicators (KPIs) by replacing the available indicators in the base system or by adding more indicators.").
7. Run the UpdateFormulasSD script to recalculate formulas. For more information, see [Run Update formula script for ITSM Success Dashboard indicators](https://servicenow-prod.fluidtopics.net/7HEiLp7CNECp7x60AnBJIw "Run the UpdateFormulasSD script to recalculate all the formulas in ITSM Success Dashboard indicators if you see outdated data in the dashboard.").
8. Activate Performance Analytics jobs. For more information, see [Activate Performance Analytics jobs for ITSM Success Dashboard indicators](https://servicenow-prod.fluidtopics.net/69rqNNgrvFV7uOfRwNRadA "Activate the Performance Analytics (PA) jobs to collect daily and historical data for the ITSM Success Dashboard indicators.").
{#configure-success-dashboards__ol_py5_zsj_xsb}
* **[Install ITSM Success Dashboard indicators](https://servicenow-prod.fluidtopics.net/ADQJHU1pbmOfv4F1ve_HAA)**   
  You can install the ITSM Success Dashboard indicators application (sn_sd_itsm) if you have the admin role. The application installs related ServiceNow® Store applications and plugins if they are not already installed.
* **[ITSM Success Dashboard Admin console](https://servicenow-prod.fluidtopics.net/D5VxWuPBk_TG~i2dpACAPg)**   
  The ITSM Success Dashboard offers valuable insights to both the leadership team and process owners, enabling them to assess the performance of their product implementation.
* **[Operational Success Admin Console](https://servicenow-prod.fluidtopics.net/ZjZ7QJjDRIpIZ31AG1ZFJw)**   
  The Operational Success dashboard provides a consolidated view of the end-to-end performance of the IT processes that are implemented.
* **[Benchmarks admin console](https://servicenow-prod.fluidtopics.net/zkX_dOcuWmGRSid1Ck1S4A)**   
  The ServiceNow® Benchmarks application gives you instant visibility into your key performance indicators (KPIs) and trends, as well as comparative insight relative to industry averages of your peers and to the industry top performers.
* **[Run Update formula script for ITSM Success Dashboard indicators](https://servicenow-prod.fluidtopics.net/7HEiLp7CNECp7x60AnBJIw)**   
  Run the `UpdateFormulasSD` script to recalculate all the formulas in ITSM Success Dashboard indicators if you see outdated data in the dashboard.
* **[Identify the automation opportunities on ITSM Success Dashboard](https://servicenow-prod.fluidtopics.net/w5_vSeEcukCZ2gkpJT8giQ)**   
  Identify the automation opportunities for ITSM Success Dashboard to implement or improve automation solutions for Virtual Agent (VA).