ITSM Success Dashboard indicators release notes

  • Release version: Store
  • Updated June 11, 2026
  • 4 minutes to read
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    Summary of ITSM Success Dashboard indicators release notes

    The ITSM Success Dashboard indicators application, available on the ServiceNow Store, enables IT leadership teams and process owners to monitor and improve their IT Service Management (ITSM) implementation. It provides key performance indicators (KPIs) and visualizations to measure self-service success, call deflection, and overall ITSM effectiveness. The dashboard helps teams understand user behaviors, channel contributions, and predictive intelligence impacts, supporting data-driven improvement initiatives.

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    Key Features

    • Comprehensive KPIs: Measures include self-solved incidents, call deflection percentages, and contributions from channels like knowledge articles, Virtual Agent, catalog submissions, and Digital End-user Experience (DEX) Self-service.
    • Admin Experience Console: Offers guided setup, role assignment, customization of KPIs, contributing indicators, and dashboard behavior through system properties.
    • Performance Analytics Integration: Activates data collection jobs to track and analyze ITSM metrics, including Process Mining to identify areas for improvement.
    • Operational Success Dashboards: Provides out-of-the-box dashboards for ITSM scenarios such as Walk-up Experience and Password Reset to optimize KPIs.
    • Benchmarking: Allows opt-in/out of KPIs for performance comparison and customization of indicator definitions.
    • Accessibility and Localization: Continuous improvements to enhance usability and support multiple languages.
    • Security and Performance Fixes: Regular updates addressing vulnerabilities, filter conditions, data collection warnings, and UI enhancements.

    Key Outcomes

    • Enable IT leadership to quantify and track self-service success and call deflection, reducing reliance on tier 1 agents.
    • Provide visibility into which support channels contribute most to user self-resolution, enhancing resource allocation.
    • Offer detailed insights including trend analysis and record-level data for deep dive investigations and improvement planning.
    • Facilitate streamlined administration and customization of dashboards, ensuring alignment with organizational ITSM goals.
    • Support ongoing ITSM optimization through predictive intelligence and process mining insights, improving resolution times and service quality.

    Version history for the ITSM Success Dashboard indicators application on the ServiceNow Store.

    Important:
    For details on system requirements and family compatibility, view the application listing on the ServiceNow Store website.

    Version history

    Version 9.1.2 - June 2026
    • Fixed:
      • Security vulnerability in 'Assign role to user' page.
      • Fixed filter condition for Requested Items submitted using the catalog conversation in VA using NLU/Now Assist.
      • Changed filter conditions on "ITSM issue self-solved using Now Assist VA" KPI
    Version 9.1.1 - April 2026
    • Fixed:
      • Data collection job warnings
      • Incorrect breakdown mappings
      • Accessibility issues
    Version 9.0.0 - December 2025
    • Fixed:
      • UI and accessibility fixes
      • Support multiple filters in Operation Dashboard
    Version 8.1.2 - August 2025
    • Fixed:
      • Enhanced performance with updated Self-solved deflection jobs.
      • Fixed the localization and translation issues on both the Success Dashboard and Benchmarks dashboard.
    Version 8.1.0 - May 2025
    • New:
      • New KPIs are added to the Call deflection - percentage.
        • This new primary indicator helps you understand the number of Incidents that were created using Proactive Engagement.
        • This new primary indicator helps you understand the number of Incidents that were created using of Digital End-user Experience (DEX) Self-service.
      • New KPI is added to Self solved - percentage. This primary indicator shows how many times the employees resolve their endpoint related issues using DEX Self-service through channels like Desktop Assistant, Employee Portal, and Now Assist Panel.
    Version 6.2.0 - August 2024
    • New KPI added to Self-solved percentage and Call deflection percentage to measure deflection from AI Search
    • New KPI added to Self-solved percentage and Call deflection percentage to measure deflection from Proactive Engagement for DEX
    Version 6.0.5 - July 2024
    • Admin Experience Console
      • Guided and comprehensive Admin Experienceto get started with Success Dashboard
      • FAQs for each configuration
      • Get started with Success Dashboard
        • Assign roles
        • Customize the instrumentation available with base system
          • Knowledge base deflection
          • Virtual Agent deflection
          • Fully automated catalog items
        • Activate the required Performance Analytics jobs for data collection
        • Add Process Mining to the KPIs that you would like to improve
        • Advanced options
          • Customize the KPIs
            • Add/edit contributing indicators
            • Add/edit time savings attributed to contributing indicators
            • Add/edit more information for the indicators
          • Customize the dashboard behaviour using System Properties
      • Get started with Operational Success(Next Experience dashboards for ITSM)
        • Assign roles
        • Review the OOB ITSM dashboards available on Success Dashboard
        • Customize Operational Success dashboard
      • Get started with Benchmarks
        • Assign roles
        • Benchmarksopt-inandopt-out
        • KPIsopt-inandopt-out
        • Customize the KPI/indicator definition
    • Operational Success dashboard for Walk-up Experience and Password Reset to manage the KPIs and optimize the performance.
    Version 6.0.3 - June 2024
    • New: Admin Experience Console
      • Guided and comprehensive Admin Experience to get started with Success Dashboard
      • FAQs for each configuration
      • Get started with Success Dashboard
        • Assign roles
        • Customize the instrumentation available with base system
          • Knowledge base deflection
          • Virtual Agent deflection
          • Fully automated catalog items
        • Activate the required Performance Analytics jobs for data collection
        • Add Process Mining to the KPIs that you would like to improve
        • Advanced options
          • Customize the KPIs
            • Add/edit contributing indicators
            • Add/edit time savings attributed to contributing indicators
            • Add/edit more information for the indicators
          • Customize the dashboard behaviour using System Properties
      • Get started with Operational Success (Next Experience dashboards for ITSM)
        • Assign roles
        • Review the OOB ITSM dashboards available on Success Dashboard
        • Customize Operational Success dashboard
      • Get started with Benchmarks
        • Assign roles
        • Benchmarksopt-inandopt-out
        • KPIsopt-inandopt-out
        • Customize the KPI/indicator definition
    • New: Operational Success dashboard for Walk-up Experience and Password Reset to manage the KPIs and optimize the performance.
    Version 6.0.0 - May 2024
    • New: Admin Experience Console
      • Guided and comprehensive Admin Experienceto get started with Success Dashboard
      • FAQs for each configuration
      • Get started with Success Dashboard
        • Assign roles
        • Customize the instrumentation available with base system
          • Knowledge base deflection
          • Virtual Agent deflection
          • Fully automated catalog items
        • Activate the required Performance Analytics jobs for data collection
        • Add Process Mining to the KPIs that you would like to improve
        • Advanced options
          • Customize the KPIs
            • Add/edit contributing indicators
            • Add/edit time savings attributed to contributing indicators
            • Add/edit more information for the indicators
          • Customize the dashboard behaviour using System Properties
      • Get started with Operational Success(Next Experience dashboards for ITSM)
        • Assign roles
        • Review the OOB ITSM dashboards available on Success Dashboard
        • Customize Operational Success dashboard
      • Get started with Benchmarks
        • Assign roles
        • Benchmarksopt-inandopt-out
        • KPIsopt-inandopt-out
        • Customize the KPI/indicator definition
    • New: Operational Success dashboard for Walk-up Experience and Password Reset to manage the KPIs and optimize the performance.
    Version 5.2.0 - February 2024
    • ITSM Success Dashboard indicators provides insights to the IT leadership teams and process owners to measure the performance and improvement of their ITSM implementation using the KPIs defined by ServiceNow.
    • You can visualize metrics and interactions to better understand call deflections, self-service, and other key metrics.
    • The IT leadership teams can get the following insights:
      • How many times are users able to solve their problems on their own?
      • How many times are users able to submit their requests and issues without the help of tier 1 agents?
      • Which channels (knowledge articles, virtual agent conversations, catalog submissions) are contributing to self-solve and call deflection?
      • How many times did Predictive Intelligence successfully predict an incident field, which in turn has a downstream impact on the resolution time?
      • What are the formulae and definitions of the data being presented?
      • How is the data trending month on month or year on year?
    • Additionally, process owners can view the records that contribute to these insights, do a deep dive analysis, and drive improvement plans.