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Fulfiller experience › Simplified IT Service Management › IT Service Management
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Using the Service Desk Team Dashboard

Service desk managers can use the Service Desk Team Dashboard to view key performance metrics, including incident and requested item backlog, and team MTTR.

You must have the service_desk_manager role to view the Service Desk Team Dashboard.

Key performance metrics include:

  • Backlog status for both incidents and requested items.
  • Team performance metrics:
    • Team MTTR.
    • Incidents that missed SLA.
    • Reassigned tickets

You can filter performance data by assignment group and date range.

Image omitted: service-desk-dash-ai-native.png
**Parent Topic:**[Fulfiller experience in Simplified IT Service Management](fulfiller-experience-ai-native-itsm.md)