Access and Roles

To access the ITIL dashboard, navigate through All > Self-Service > Dashboard, then search for "ITIL dashboard" on the Dashboards Overview page.

• IT Agent: Responsible for viewing, opening, updating, tracking, and closing incidents and tasks related to customer issues. Requires the itil role.
• IT Agent Admin: Has all IT Agent capabilities plus the ability to modify dashboard data and layout. Requires the itiladmin role.

Key Visualizations

The dashboard provides critical visual insights through various single score metrics and work lists to help agents manage workload and prioritize effectively:

• Critical Tasks: Displays the total count of open tasks with Priority set to 1 (highest priority).
• Unassigned Tasks: Shows the total number of open tasks yet to be assigned to any agent.
• Tasks Assigned to Me: Counts tasks currently assigned to the logged-in user.
• Active Incidents Older than 7 Days: Tracks active incidents that have been open for more than seven days.
• Incident SLA Breached: Indicates the number of incidents that have exceeded their Service Level Agreements (SLAs).
• Incident SLAs at Risk: Highlights active incidents approaching SLA breach, having elapsed 75% of the SLA duration.
• My Groups Work List: Lists the outstanding workload (tasks) assigned to the logged-in user's group.
• My Work List: Shows the logged-in user’s outstanding workload (tasks).

Practical Implications for ServiceNow Customers

This dashboard enables IT service desk personnel to monitor and prioritize their incident and task workloads efficiently, ensuring timely resolution and SLA compliance. With visual cues for critical and at-risk items, teams can focus efforts where most needed. However, customers should prepare to transition to the newer IT Agent dashboard in the Service Operations Workspace, as the Legacy ITIL dashboard is deprecated starting with the Xanadu release.