---
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


---

# ITSM Success Dashboard indicators KPI definitions and formulas

# ITSM Success Dashboard indicators KPI definitions and formulas {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Enable ITSM Success Dashboard and configure settings to understand and
use the Key Performance Indicators (KPIs) and formulas.
All the Key Performance Indicators (KPIs) and formulas used in the ITSM Success Dashboard are detailed below.

* Performance overview
* Service Quality
* Operational Success
{#sd-kpi-formulae__ul_xdv_w3c_pcc}
* **[Performance overview](https://servicenow-prod.fluidtopics.net/GTm60Fr1NNKXZ8ocOfML9g)**   
  Performance overview details all the KPIs and metrics that help you analyse the benefits of your ITSM implementation.
* **[Service Quality](https://servicenow-prod.fluidtopics.net/0HFAE7M44ogE9D8nMLfCAA)**   
  Service quality lists all the KPIs that help you understand the quality of service offered when the employees raise a request to resolve their digital issues.
* **[Operational Success](https://servicenow-prod.fluidtopics.net/PS1xlqTU~gomBeSFKmbvLA)**   
  An operational KPI is a quantifiable measure that tracks the efficiency and effectiveness of day-to-day operations in your organization. The KPIs can be organized in a dashboard that highlights the areas that are running efficiently and the areas that need attention.