Key Features

• Role and Access: Designed for IT Executives with no additional roles required.
• Incident and Problem Metrics: Displays percentages of new critical incidents and problems, total new incidents and problems, open incidents, and their update status over the last five days.
• Request Item Tracking: Monitors open requested items before due date, overdue requested items, and counts of open requested items.
• SLA Performance: Shows active breached SLAs for the current day as a percentage of total active SLAs.
• Incident Management Efficiency: Includes average age of open incidents, average reassignment rate of open incidents, average resolution time for resolved incidents, and average cost per resolved incident on a weekly basis.
• Customer Satisfaction: Provides average overall customer satisfaction based on normalized survey scores.

Key Metrics and Calculations

The dashboard uses precise formulas to derive each indicator, such as:

• Percentage calculations for critical incidents and problems relative to total new incidents and problems.
• Ratios for open incidents not updated in 5 days, open requested items before due date, and overdue requests.
• Calculation of SLA breaches as a ratio of active SLA tasks.
• Time-based averages for incident age and resolution times measured in days.
• Cost efficiency measured through average cost per resolved incident on a weekly basis.
• Customer satisfaction averaged from normalized survey data.

Data Breakdowns

The dashboard supports detailed breakdowns across various dimensions including:

• Age, priority, and state of incidents, problems, and requested items.
• Assignment groups and departments involved in requests and incidents.
• Categories, contact types, SLA definitions, and stages of requests and changes.
• Backordered requested items and who opened them.

Practical Benefits for ServiceNow Customers

This dashboard empowers IT executives to:

• Quickly assess the health and performance of ITSM processes through consolidated, actionable metrics.
• Identify critical issues such as unresolved incidents, SLA breaches, and overdue requests.
• Monitor cost effectiveness and resource allocation in incident management.
• Track customer satisfaction trends to guide service improvement initiatives.
• Use detailed breakdowns to drill into specific areas for targeted operational improvements.