ITSM Success Dashboard release notes

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

    The ITSM Success Dashboard application on the ServiceNow Store offers IT leadership teams and process owners comprehensive insights into their IT Service Management (ITSM) performance. It tracks key performance indicators (KPIs) defined by ServiceNow to help measure success and identify improvement opportunities within ITSM implementations. The dashboard aggregates data on productivity, service quality, automation, and cost savings, allowing organizations to benchmark against peers and optimize ITSM processes effectively.

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    Key Features

    • Comprehensive KPIs: The dashboard includes numerous KPIs such as Incident Summarization, Incident Resolution Note Generation, % Reopened Tickets, Structured Ticket Percentage, Successful NLU Predictions, and % First Assignment Resolution to provide detailed performance metrics.
    • Performance Overview and Service Quality Tabs: These tabs display primary indicators like Productivity Moments (search, routing, fulfilment), service quality percentages, and automation opportunities.
    • Automation Insights: Integration with Automation Discovery identifies automation opportunities, such as self-solved tickets and call deflection percentages, helping improve operational efficiency.
    • Benchmarking: Users can view global benchmark scores for multiple KPIs when opted into benchmarking, enabling comparison with other organizations.
    • Cost Savings Measurement: The dashboard estimates cost savings related to Virtual Agent, Knowledge, and Service Catalog usage, providing financial insights tied to ITSM improvements.
    • Enhanced User Interface: The Next Experience UI delivers an intuitive and personalized dashboard experience, with consolidated filters at the dashboard level and contextual side panels offering KPI definitions, insights, and cost-saving details.
    • Admin Configuration Console: New admin tools facilitate easier setup and configuration of dashboard indicators and contributing KPIs.
    • Process Mining Template: Added to help users identify process improvement opportunities based on ITSM data.
    • Security and Accessibility Updates: Recent releases include fixes for security vulnerabilities and accessibility improvements to enhance user safety and inclusiveness.

    Key Outcomes

    • Enables IT leaders and process owners to measure ITSM implementation success through standardized KPIs.
    • Improves visibility into ITSM operational efficiency, service quality, and automation potential, driving targeted improvements.
    • Facilitates benchmarking against industry peers to identify relative strengths and gaps.
    • Supports cost optimization efforts by quantifying savings from automation and improved processes.
    • Provides a modern, user-friendly interface that enhances adoption and ease of use for ITSM teams and executives.
    • Ensures secure and compliant operation with ongoing vulnerability and accessibility fixes.

    Version history for the ITSM Success Dashboard 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 5.1.1 - November 2023
    • New:
      • New KPI added
        • Name: Incident summarization - Now Assist
          • Tab: Performance overview
          • Primary indicator: Productivity moment -> Productivity in fulfilment
        • Name: Incident resolution note generation - Now Assist
          • Tab: Performance overview
          • Primary indicator: Productivity moment -> Productivity in fulfilment
        • Name: % Reopened tickets
          • Tab: Service quality
          • Primary indicator: % Reopened tickets
          • Description: Percentage of tickets that were reopened during a period.
          • Process Mining project template added, which helps the users get insights into suggested process improvements
      • New look and experience for Success Dashboard. With the new experience Process Owners and Business Leaders will be able to view success metrics (Success Dashboard) and the organizations' performance against other customers (Benchmarks) in a single space.
      • Improvement Opportunities surfaced on the Dashboard
        • View into automation opportunities that can help improve
          • Self solved - percentage
          • Call deflection - percentage
        • Automation opportunity is generated by using Automation Discovery application to suggest improvements using Virtual Agent
    Version 4.1.4 - August 2023
    Fixed: Configure the (add/delete/modify) contributing indicators.
    Version 4.1.3 - May 2023
    • New:
      • Admin Console: New admin experience to help the admins get started and configure Success Dashboard indicators.
      • Cost Savings: Cost Savings provides the information to measure the success of the product capabilities using instrumentation and cost saving configurations. You can view the estimated cost savings for Virtual Agent, Knowledge and Service Catalog.
      • New contextual side panels: Contextual information related to the KPIs are segregated into
        • More information: Information related to KPIs' formula, source and definition
        • Insights: Provides insights around KPI performance in comparison to customer's cohor
        • Cost Savings: Information related to cost savings, and its breakdown
      • New KPI: New KPI 'Incidents resolved using KB' was added to "Productivity Moment in Resolution' primary Indicator
    Version 4.0.0 - February 2023
    • New:
      • KPI added
        • Primary KPI
          • Productivity Moments added to Performance Overview tab
          • Productivity in search added as constituent KPI for Productivity Moments
          • Productivity in routing added as constituent KPI for Productivity Moments
          • Productivity in fulfilment added as constituent KPI for Productivity Moments
      • New modules added to help Success Dashboard admins to navigate to critical KPIs, and configuration tables
    • Changed:
      • UI changes
        • Filters and data aggregation moved from tabs to dashboard level
        • KPI trends shown along with scores for all the KPIs in the dashboard
    Version 3.1.1 - January 2023
    • Fixed:
      • Visibility of Benchmark score card on Success Dashboard to be enabled when the customer has opted in the Benchmark
      • 'View in benchmark' link on benchmark score card to open the Benchmark dashboard
    Version 3.1.0 - November 2022
    • New:
      • Structured tickets percentage: New KPI which indicates 'Total number of tickets successfully completed in the selected date range that has a pre-defined fulfilment process'
      • Users have the provision to view global benchmark scores for Success Dashboard KPIs. Pre-requisites: Benchmark opt-in Benchmarked KPIs are:
        • Self-solve percentage
        • Call deflection percentage
        • Structured tickets percentage
        • Customer satisfaction survey scores
        • MTTR Average mean time to resolution
        • Breached SLA%
        • First assignment resolution
      • Capability for users to filter on the service group (BUs)
    • Changed: Requests completed KPI is renamed as 'Structured ticket percentage'.
    Version 3.0.0 - August 2022
    • New:
      • Key performance indicator (KPI) to measure 'Successful NLU predictions'. This KPI rolls up to the top level KPI, 'Successful predictions'
      • Scheduled job to update the Primary KPIs formula on upgrade and subsequently daily
      • Property (sn_sd.success_dashboard_currency) to configure the unit (for cost related KPIs) that will be shown on the dashboard
    • Changed:
      • Minor changes to the Success Dashboard UI
        • Comparison added to KPI scores when the dashboard is viewed quarterly
        • KPI trends added for contributing indicators
    Version 2.1.2 - June 2022
    • New:
      • Track the percentage of incidents that were resolved by the first assignment group using the new % First assignment resolution KPI.
      • Share the ITSM Success Dashboard with your IT leadership team so that they can view the dashboard and measure the success of their ITSM implementation.
      • The Next Experience user interface has been enabled for the ITSM Success Dashboard, which provides an intuitive and personalized user experience.
    Version 2.1.0 - May 2022
    • New:
      • Track the percentage of incidents that were resolved by the first assignment group using the new % First assignment resolution KPI.
      • Share the ITSM Success Dashboard with your IT leadership team so that they can view the dashboard and measure the success of their ITSM implementation.
      • The Next Experience user interface has been enabled for the ITSM Success Dashboard, which provides an intuitive and personalized user experience.
    Version 2.0.1 - February 2022
    ITSM Success Dashboard provides insights to the IT leadership teams and process owners to measure the performance and improvement of their ITSM implementation using prescribed KPIs defined by ServiceNow.