Intended Users and Roles

This dashboard was designed for IT Executives and did not require any specific user roles to access the displayed information.

Key Indicators and Metrics

The dashboard tracked a variety of critical ITSM performance indicators, primarily expressed as percentages or averages based on incident, problem, request, and SLA data. These indicators helped monitor IT service quality and operational efficiency:

• Incident and Problem Prioritization: Percentage of new critical incidents and problems (priority = 1 - Critical).
• Incident Management: Percentage of open incidents not updated in the last 5 days, average age of open incidents (in days), average resolution time of resolved incidents (in days), and average reassignment rate for open incidents.
• Request Management: Percentage of open requested items before their due date and percentage of overdue requested items.
• SLA Compliance: Percentage of active breached task SLAs today.
• Cost and Satisfaction Metrics: Average cost per resolved incident on a weekly basis, and average overall customer satisfaction score based on normalized survey results.
• Volume Metrics: Number of new incidents, new problems, open incidents, open requested items, and resolved incidents within specified time frames.

Underlying Data and Formulas

The dashboard relied on calculated formulas integrating data from incident, problem, request, SLA, and customer satisfaction survey records. For example, it calculated percentages by dividing counts of specific records over total counts (e.g., new critical incidents over total new incidents) and averages by summing durations or costs divided by counts.

Some internal metrics used in formulas but not shown on the dashboard included:

• Cost of incidents resolved (using incident metric records identifying resolution fixed cost)
• Normalized customer satisfaction scores and survey instance counts
• Counts of active and breached SLA tasks
• Summed age, duration, and reassignment counts for incidents

Breakdowns and Filters

The dashboard supported breakdowns of data by multiple dimensions to enable detailed analysis, including:

• Age, Assignment Group, Category, Contact Type, Priority, and State for incidents, problems, and requested items
• Backordered status for requested items
• Departments for opened by and requested by fields
• SLA Definition and Stage for requested items

Practical Implications for ServiceNow Customers

Although this legacy dashboard is deprecated, understanding its metrics provides valuable insight into key ITSM performance indicators and how they are calculated. Customers transitioning to the ITSM Success Dashboards can expect similar high-level metrics presented with enhanced capabilities and support. The detailed formulas and breakdowns outlined here illustrate the important dimensions and calculations that help monitor IT service health, adherence to SLAs, customer satisfaction, and operational efficiency.