---
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


---

# Explore

# Exploring 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  
Get an overview of the ITSM Success Dashboard indicators to understand the different components in the dashboard and how you can use the dashboard for your organization.

The IT leadership team can analyze and understand the key metrics such as call deflections and self-service to measure the success of the ITSM implementation. The leadership team can view the following insights:  
* The number of times users are able to solve their problems on their own.
* The number of times users are able to submit their requests and issues without the help of tier 1 agents.
* The channels (knowledge articles, virtual agent conversations, catalog submissions) that are contributing to self-solve and call deflection.
* The number of times Predictive Intelligence successfully predicted an incident field, which in turn has a downstream impact on the resolution time.
* The formulae and definitions of the data being presented.
* The data trend for month-on-month, quarter-on-quarter, or year-on-year.
* The Key Performance Indicators (KPIs) metrics on the dashboard for a selected period. For more information to view metrics for a selected period, see [View metrics for selected period in ITSM Success Dashboard indicators](https://servicenow-prod.fluidtopics.net/0QwyuxLUugDHLC04iVORkA "View the Key Performance Indicators (KPIs) metrics on the ITSM Success Dashboard for a selected period to analyze the performance.").

{#explore-success-dashboard-indicators__ul_tll_dgq_vrb}Also, process owners can view the records that contribute to these insights, do a deep dive analysis, and drive improvement plans.Figure 1. ITSM Success Dashboard indicators overview
* **[ITSM Success Dashboard indicators components](https://servicenow-prod.fluidtopics.net/CkHkuH8q647Al3i5uRM6mw)**   
  Analyze the performance and self-solve data visually and drive business outcomes with the help of the dashboard components.
* **[ITSM Success Dashboard indicators KPI definitions and formulas](https://servicenow-prod.fluidtopics.net/_RtDJAxOPgzf_S6HFeyLWA)**   
  Enable ITSM Success Dashboard and configure settings to understand and use the Key Performance Indicators (KPIs) and formulas.