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8.0.3
Yokohama, Xanadu, Washington DC, Vancouver
ITSM Success Dashboard indicators provide insights to the IT leadership teams and process owners to measure the performance and improvement of their ITSM implementation using the KPIs defined by ServiceNow.
You can visualize the metrics and interactions to better understand the call deflections, self-service, and other key metrics.
The IT leadership teams can get the following insights:
- How many times are users able to solve their problems on their own?
- How many times are users able to submit their requests and issues without the help of tier 1 agents?
- Which channels (knowledge articles, virtual agent conversations, catalog submissions) are contributing to self-solve and call deflection?
- How many times did Predictive Intelligence successfully predict an incident field, which in turn has a downstream impact on the resolution time?
- What are the formulae and definitions of the data being presented?
- How is the data trending month on month or year on year?
Additionally, process owners can view the records that contribute to these insights, do a deep dive analysis, and drive improvement plans.
- Dashboard with ServiceNow prescribed KPIs
- Self-solve percentage (using Knowledge, Virtual Agent and Issue auto-resolution)
- Call deflection (using Knowledge, Virtual Agent and Service Catalog)
- Structured tickets percentage
- Successful predictions
- Customer satisfaction score
- Mean time to resolve
- Percentage of issues that breached the Service Level Agreement (SLA)
- First assignment resolution
- Monthly, quarterly and yearly aggregation of the KPIs
- Contextual help explaining the KPI and its formula
- Ability to drill down to constituent KPIs
- Ability to drill down to records
- Ability to configure your own contributing KPIs for the ServiceNow prescribed KPIs
- Capability to view benchmark scores for success metrics on Insights panel
- Ability to view cost saved by using different ServiceNow product capabilities
- Ability to view process related insights in context to the Service Quality KPIs
- Set and gauge performance against the targets while evaluating the performance against benchmarks
- Operational Success dashboard providing insight into efficiency across ITSM processes
- New
- New KPIs are added to the Productivity in resolution. These new contributing indicators help you understand the benefits of using change summarization and change risk explanation through Now Assist.
- Successful Change Summarization - Now Assist
- Successful Change Risk Explanation - Now Assist
- New KPI is added to Productivity moments. This primary indicator shows how many knowledge base articles are created using Now Assist in a given period.
- Knowledge Articles created using Now Assist
- New KPIs are added to the Productivity in resolution. These new contributing indicators help you understand the benefits of using change summarization and change risk explanation through Now Assist.
- Changes:
- Updates to Now Assist metric source. With the new source, admins will be able to view the record level transactions for the Now Assist metrics.
- Impacted metrics:
- ITSM issues self solved using Now Assist VA (LLM)
- Self-solved using Now Assist Search QnA
- Requested Items and Incidents submitted using the catalog conversation in VA using Now Assist
- Incident summarization - Now Assist
- Incident resolution note generation - Now Assist
- Interaction summarization - Now Assist
- Performance Analytics - Content Packs for ITSM
- Self-Service Analytics Core
- Success Dashboard Common 4.0.0
- ITSM Analytics 3.0.0