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ITSM Success Dashboard indicators › IT Service Management
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Configuring ITSM Success Dashboard indicators

Set up the ITSM Success Dashboard indicators so that IT leadership teams and process owners can start using the dashboard.

Get started with ITSM Success Dashboard

  1. Procure ITSM Pro license for ServiceNow IT Service Management applications.
  2. Install the ITSM Success Dashboard application (sn_sd_itsm). For more information, see Install ITSM Success Dashboard.
  3. Configure the knowledge base for IT Service Management. For more information, see Configure the knowledge base for ITSM Success Dashboard indicators.
  4. Configure Virtual Agent topics with VA deflection nodes. For more information, see Configure Virtual Agent topics for ITSM Success Dashboard indicators.
  5. Set fulfillment automation level of catalog item. For more information, see Set fulfillment automation level of catalog item for the Success Dashboard indicators.
  6. Configure the Key Performance Indicators (KPI)s in the ITSM Success Dashboard. For more information, see Configure Success Dashboard indicators KPIs.
  7. Run the UpdateFormulasSD script to recalculate formulas. For more information, see Run Update formula script for ITSM Success Dashboard indicators.

  8. Activate Performance Analytics jobs. For more information, see Activate Performance Analytics jobs for ITSM Success Dashboard indicators.

  9. Install ITSM Success Dashboard indicators
    You can install the ITSM Success Dashboard indicators application (sn_sd_itsm) if you have the admin role. The application installs related ServiceNow® Store applications and plugins if they are not already installed.

  10. ITSM Success Dashboard Admin console
    The ITSM Success Dashboard offers valuable insights to both the leadership team and process owners, enabling them to assess the performance of their product implementation.
  11. Operational Success Admin Console
    The Operational Success dashboard provides a consolidated view of the end-to-end performance of the IT processes that are implemented.
  12. Benchmarks admin console
    The ServiceNow® Benchmarks application gives you instant visibility into your key performance indicators (KPIs) and trends, as well as comparative insight relative to industry averages of your peers and to the industry top performers.
  13. Run Update formula script for ITSM Success Dashboard indicators
    Run the UpdateFormulasSD script to recalculate all the formulas in ITSM Success Dashboard indicators if you see outdated data in the dashboard.
  14. Identify the automation opportunities on ITSM Success Dashboard
    Identify the automation opportunities for ITSM Success Dashboard to implement or improve automation solutions for Virtual Agent (VA).

Parent Topic:ITSM Success Dashboard indicators