---
title: New Benchmarks Dashboard
description: The Benchmarks dashboard displays KPI data, performance trends, and indicator scorecards.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/it-service-management/benchmarks/c-newuidashboard-cf.html
release: australia
product: Benchmarks
classification: benchmarks
topic_type: concept
last_updated: "2026-03-12"
reading_time_minutes: 2
breadcrumb: [Use, Benchmarks, IT Service Management]
---

# New Benchmarks Dashboard

The Benchmarks dashboard displays KPI data, performance trends, and indicator scorecards.

The Benchmarks KPI dashboard view, which shows all KPIs, is launched in Service Portal.

The dashboard features include the following:

-   KPIs are shown in either the list or card view.
-   Downloadable reports of the KPI list are available in PDF format.
-   Data is filtered by type of industry, number of users, Managed Service Providers \(MSPs\), or geographic region \(the filter is retained when switching between the KPI view and trend view\).

    **Note:** Only MSPs can view the global MSP aggregate score data.

-   The performance against the global data is shown with a thumbs up or thumbs down representation.
-   6 months of historical KPI data can be viewed.
-   Time values can be displayed in hours or days using the **sn\_bm\_client.dashboard\_display\_unit** system property.

**Note:** The new Benchmarks dashboard is available from the ServiceNow store.

\[Omitted image "BenchmarksDashboard.png"\] Alt text: Benchmarks Dashboard

## Percentile rank

The exact standing of the KPI for your company within your participating peer group is indicated by percentile rank. A KPI percentile rank of 90% indicates that your instance standing for that KPI is greater than 90% of the instances participating in that group.

<table id="table_och_ydn_gbb"><thead><tr><th rowspan="2">

KPI

</th><th colspan="2" align="center">

Direction\(Percentile rank goal\)

</th></tr><tr><th align="center">

Minimize

</th><th align="center">

Maximize

</th></tr></thead><tbody><tr><td class="sub-head" colspan="3" align="left">

Incident

</td></tr><tr><td>

% of high priority incidents resolved

</td><td align="center">

\[Omitted image "icon-check-mark-green.png"\] Alt text: yes.

</td><td align="center">

\[Omitted image "icon-error-red-x.png"\] Alt text: no.

</td></tr><tr><td>

% of incidents resolved on first assignment

</td><td align="center">

\[Omitted image "icon-error-red-x.png"\] Alt text: no.

</td><td align="center">

\[Omitted image "icon-check-mark-green.png"\] Alt text: yes.

</td></tr><tr><td>

% of incidents resolved within SLA

</td><td align="center">

\[Omitted image "icon-error-red-x.png"\] Alt text: no.

</td><td align="center">

\[Omitted image "icon-check-mark-green.png"\] Alt text: yes.

</td></tr><tr><td>

% of reopened incidents

</td><td align="center">

\[Omitted image "icon-check-mark-green.png"\] Alt text: yes.

</td><td align="center">

\[Omitted image "icon-error-red-x.png"\] Alt text: no.

</td></tr><tr><td>

Average time to resolve a high priority incident

</td><td align="center">

\[Omitted image "icon-check-mark-green.png"\] Alt text: yes.

</td><td align="center">

\[Omitted image "icon-error-red-x.png"\] Alt text: no.

</td></tr><tr><td>

Average time to resolve an incident

</td><td align="center">

\[Omitted image "icon-check-mark-green.png"\] Alt text: yes.

</td><td align="center">

\[Omitted image "icon-error-red-x.png"\] Alt text: no.

</td></tr><tr><td>

Number of incidents created per user

</td><td align="center">

\[Omitted image "icon-check-mark-green.png"\] Alt text: yes.

</td><td align="center">

\[Omitted image "icon-error-red-x.png"\] Alt text: no.

</td></tr><tr><td class="sub-head" colspan="3" align="left">

Problem

</td></tr><tr><td>

% of high priority problems

</td><td align="center">

\[Omitted image "icon-check-mark-green.png"\] Alt text: yes.

</td><td align="center">

\[Omitted image "icon-error-red-x.png"\] Alt text: no.

</td></tr><tr><td>

% of incidents resolved by problem

</td><td align="center">

\[Omitted image "icon-error-red-x.png"\] Alt text: no.

</td><td align="center">

\[Omitted image "icon-check-mark-green.png"\] Alt text: yes.

</td></tr><tr><td>

Average time to close a problem

</td><td align="center">

\[Omitted image "icon-check-mark-green.png"\] Alt text: yes.

</td><td align="center">

\[Omitted image "icon-error-red-x.png"\] Alt text: no.

</td></tr><tr><td class="sub-head" colspan="3" align="left">

Change

</td></tr><tr><td>

% of emergency changes

</td><td align="center">

\[Omitted image "icon-check-mark-green.png"\] Alt text: yes.

</td><td align="center">

\[Omitted image "icon-error-red-x.png"\] Alt text: no.

</td></tr><tr><td>

% of failed changes

</td><td align="center">

\[Omitted image "icon-check-mark-green.png"\] Alt text: yes.

</td><td align="center">

\[Omitted image "icon-error-red-x.png"\] Alt text: no.

</td></tr><tr><td>

Average time to close a change

</td><td align="center">

\[Omitted image "icon-check-mark-green.png"\] Alt text: yes.

</td><td align="center">

\[Omitted image "icon-error-red-x.png"\] Alt text: no.

</td></tr><tr><td class="sub-head" colspan="3" align="left">

Service Catalog

</td></tr><tr><td>

% of closed requests with breached SLAs

</td><td align="center">

\[Omitted image "icon-check-mark-green.png"\] Alt text: yes.

</td><td align="center">

\[Omitted image "icon-error-red-x.png"\] Alt text: no.

</td></tr><tr><td>

Average time to fulfill a request

</td><td align="center">

\[Omitted image "icon-check-mark-green.png"\] Alt text: yes.

</td><td align="center">

\[Omitted image "icon-error-red-x.png"\] Alt text: no.

</td></tr><tr><td>

Number of requests created per user

</td><td align="center">

\[Omitted image "icon-check-mark-green.png"\] Alt text: yes.

</td><td align="center">

\[Omitted image "icon-error-red-x.png"\] Alt text: no.

</td></tr><tr><td class="sub-head" colspan="3" align="left">

Knowledge

</td></tr><tr><td>

% of incidents resolved using KB articles

</td><td align="center">

\[Omitted image "icon-error-red-x.png"\] Alt text: no.

</td><td align="center">

\[Omitted image "icon-check-mark-green.png"\] Alt text: yes.

</td></tr><tr><td>

Number of knowledge article views per user

</td><td align="center">

\[Omitted image "icon-error-red-x.png"\] Alt text: no.

</td><td align="center">

\[Omitted image "icon-check-mark-green.png"\] Alt text: yes.

</td></tr><tr><td class="sub-head" colspan="3" align="left">

ITSM Virtual Agent

</td></tr><tr><td>

% call deflection

</td><td>

\[Omitted image "icon-error-red-x.png"\] Alt text: no.

</td><td align="center">

\[Omitted image "icon-check-mark-green.png"\] Alt text: yes.

</td></tr><tr><td>

% of incidents auto-resolved

</td><td>

\[Omitted image "icon-error-red-x.png"\] Alt text: no.

</td><td align="center">

\[Omitted image "icon-check-mark-green.png"\] Alt text: yes.

</td></tr><tr><td class="sub-head" colspan="3" align="left">

Other

</td></tr><tr><td>

Average customer satisfaction

</td><td align="center">

\[Omitted image "icon-error-red-x.png"\] Alt text: no.

</td><td align="center">

\[Omitted image "icon-check-mark-green.png"\] Alt text: yes.

</td></tr><tr><td>

Number of requesters per fulfiller

</td><td align="center">

\[Omitted image "icon-error-red-x.png"\] Alt text: no.

</td><td align="center">

\[Omitted image "icon-check-mark-green.png"\] Alt text: yes.

</td></tr><tr><td class="sub-head" colspan="3" align="left">

CMDB

</td></tr><tr><td>

% of duplicate CIs

</td><td align="center">

\[Omitted image "icon-check-mark-green.png"\] Alt text: yes.

</td><td align="center">

\[Omitted image "icon-error-red-x.png"\] Alt text: no.

</td></tr><tr><td>

% of non-compliant CIs

</td><td align="center">

\[Omitted image "icon-check-mark-green.png"\] Alt text: yes.

</td><td align="center">

\[Omitted image "icon-error-red-x.png"\] Alt text: no.

</td></tr><tr><td>

% of stale CIs

</td><td align="center">

\[Omitted image "icon-check-mark-green.png"\] Alt text: yes.

</td><td align="center">

\[Omitted image "icon-error-red-x.png"\] Alt text: no.

</td></tr><tr><td class="sub-head" colspan="3" align="left">

Security Incident Response

</td></tr><tr><td>

% of critical and high priority security incidents

</td><td align="center">

\[Omitted image "icon-check-mark-green.png"\] Alt text: yes.

</td><td align="center">

\[Omitted image "icon-error-red-x.png"\] Alt text: no.

</td></tr><tr><td class="sub-head" colspan="3" align="left">

Vulnerability Response

</td></tr><tr><td>

Average critical vulnerability age

</td><td align="center">

\[Omitted image "icon-check-mark-green.png"\] Alt text: yes.

</td><td align="center">

\[Omitted image "icon-error-red-x.png"\] Alt text: no.

</td></tr><tr><td>

Average vulnerability age

</td><td align="center">

\[Omitted image "icon-check-mark-green.png"\] Alt text: yes.

</td><td align="center">

\[Omitted image "icon-error-red-x.png"\] Alt text: no.

</td></tr><tr><td class="sub-head" colspan="3" align="left">

Virtual Agent

</td></tr><tr><td>

% of users using Virtual Agent

</td><td align="center">

\[Omitted image "icon-check-mark-green.png"\] Alt text: yes.

</td><td>

\[Omitted image "icon-error-red-x.png"\] Alt text: no.

</td></tr><tr><td>

% conversation handed over to a live agent

</td><td>

\[Omitted image "icon-error-red-x.png"\] Alt text: no.

</td><td align="center">

\[Omitted image "icon-check-mark-green.png"\] Alt text: yes.

</td></tr><tr><td>

Virtual Agent CSAT score

</td><td align="center">

\[Omitted image "icon-check-mark-green.png"\] Alt text: yes.

</td><td>

\[Omitted image "icon-error-red-x.png"\] Alt text: no.

</td></tr><tr><td class="sub-head" colspan="3" align="left">

Success Dashboard

</td></tr><tr><td>

Self-solved %

</td><td align="center">

\[Omitted image "icon-check-mark-green.png"\] Alt text: yes.

</td><td>

\[Omitted image "icon-error-red-x.png"\] Alt text: no.

</td></tr><tr><td>

Call deflection %

</td><td align="center">

\[Omitted image "icon-check-mark-green.png"\] Alt text: yes.

</td><td>

\[Omitted image "icon-error-red-x.png"\] Alt text: no.

</td></tr><tr><td>

Structured tickets %

</td><td align="center">

\[Omitted image "icon-check-mark-green.png"\] Alt text: yes.

</td><td>

\[Omitted image "icon-error-red-x.png"\] Alt text: no.

</td></tr><tr><td>

Customer satisfaction survey scores

</td><td align="center">

\[Omitted image "icon-check-mark-green.png"\] Alt text: yes.

</td><td>

\[Omitted image "icon-error-red-x.png"\] Alt text: no.

</td></tr><tr><td>

MTTR – Average mean time to resolution

</td><td>

\[Omitted image "icon-error-red-x.png"\] Alt text: no.

</td><td align="center">

\[Omitted image "icon-check-mark-green.png"\] Alt text: yes.

</td></tr><tr><td>

Breached SLA %

</td><td>

\[Omitted image "icon-error-red-x.png"\] Alt text: no.

</td><td align="center">

\[Omitted image "icon-check-mark-green.png"\] Alt text: yes.

</td></tr><tr><td>

First assignment resolution

</td><td align="center">

\[Omitted image "icon-check-mark-green.png"\] Alt text: yes.

</td><td>

\[Omitted image "icon-error-red-x.png"\] Alt text: no.

</td></tr><tr><td>

% Automated resolutions

</td><td align="center">

\[Omitted image "icon-check-mark-green.png"\] Alt text: yes.

</td><td>

\[Omitted image "icon-error-red-x.png"\] Alt text: no.

</td></tr><tr><td>

% KB - Self-solved \(count\)

</td><td align="center">

\[Omitted image "icon-check-mark-green.png"\] Alt text: yes.

</td><td>

\[Omitted image "icon-error-red-x.png"\] Alt text: no.

</td></tr><tr><td>

% VA - Self-solved \(count\)

</td><td align="center">

\[Omitted image "icon-check-mark-green.png"\] Alt text: yes.

</td><td>

\[Omitted image "icon-error-red-x.png"\] Alt text: no.

</td></tr><tr><td>

% Call deflection when self-solved \(count\)

</td><td align="center">

\[Omitted image "icon-check-mark-green.png"\] Alt text: yes.

</td><td>

\[Omitted image "icon-error-red-x.png"\] Alt text: no.

</td></tr><tr><td>

% VA ticket submissions \(count\)

</td><td align="center">

\[Omitted image "icon-check-mark-green.png"\] Alt text: yes.

</td><td>

\[Omitted image "icon-error-red-x.png"\] Alt text: no.

</td></tr><tr><td>

% Catalog ticket submissions \(count\)

</td><td align="center">

\[Omitted image "icon-check-mark-green.png"\] Alt text: yes.

</td><td>

\[Omitted image "icon-error-red-x.png"\] Alt text: no.

</td></tr></tbody>
</table>