Metric definition form

  • Release version: Yokohama
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Metric Definition Form

    The Metric Definition Form allows you to update scoring details for metrics, control visibility, and determine their contribution to the overall Digital Experience (DEX) score. This tool is essential for managing device health metrics effectively within the ServiceNow platform.

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    Key Features

    • Metric Visibility: Control who can see the metric by selecting options from a visibility drop-down list. Visibility can be set for service desk agents or administrators.
    • Metric Category: Associate metrics with specific device health categories by selecting from the DEX Self-service categories page.
    • Contributes to DEX Score: Determine if the metric contributes to the overall DEX score.
    • Value Type: Define metrics as either qualitative (descriptive) or quantitative (numerical) based on the data collected.
    • Active Status: Ensure only active metrics are used in calculations and aggregations.
    • Bounds Settings: Set various thresholds for metrics including good, average, and poor lower bounds, as well as the maximum upper bound.
    • Weight: Assign a weighted average for the metric, impacting its contribution to the overall DEX score.

    Key Outcomes

    Utilizing the Metric Definition Form effectively enables ServiceNow customers to tailor metrics to their specific needs, ensuring accurate assessments of device health and user experience. By managing visibility and categorization, customers can enhance their service desk operations and improve overall DEX scores.

    Update the scoring details of a metric definition, enable or disable it, or specify whether it contributes to the overall DEX score.

    For more information, see Customize metric definitions.

    Table 1. DEX Score metric definition form
    Field Description
    Metric visibility Option to determine who can see the metric.
    To edit this field, select the lock icon lock icon and select the visibility type from the drop-down list.
    • L1 checklist: Metric details are visible to service desk agents from the Investigation tab page of incident records for DEX monitored devices.
    • Advanced: Metric details are visible to administrators and IT operators. Service desk agents can view advanced metrics by toggling Show additional metrics on the Investigation tab page of incident records.

    To delete a value, select the value and then select the remove icon remove icon.

    Select the unlock icon unlock icon to set the visibility option.
    Metric category Device health category that the metric is associated with.

    To select or change a device health category, select the search icon search icon and then select a category from the DEX Self-service categories page.
    Contributes to DEX score Option to determine whether the metric can contribute to the overall DEX score.
    Value type Value type of the metric that can be either qualitative or quantitative, depending on how it’s measured and what type of data it collects.
    • Quantitative metrics evaluate scores using numbers. For example, the CPU usage or battery health of a device.
    • Qualitative metrics evaluate scores using descriptive information instead of numbers. For example, the information you collect from surveys can provide details on how employees feel about using a particular device or application.
    Active Option to make the metric definition active. Only active metrics are considered for calculations and aggregations.
    Good lower bound Minimum value for a good metric.

    For example, let's say the good lower bound for a customer satisfaction metric score is set to 80%. This value means that any score above 80% is considered good.
    Average lower bound Minimum value for an average metric.

    For example, let's say the average lower bound for a CPU usage metric score is set to 85 and its upper bound is set to 55. This value means that any score between 85 and 55 is considered average.
    Poor lower bound Minimum value for a poor metric.

    For example, let's say the poor lower bound for a device crash metric score is set to 5 and its upper bound is set to 2. This value means that any score (number of times a device crashed) between 5 and 2 is considered poor.
    Max upper bound Maximum value that is considered as the upper bound for the metric definition.
    Weight Weighted average for the metric that contributes to the overall DEX score.