--- title: Legacy: IT Manager dashboard description: Follow the daily and weekly progress of incidents, problems, and requests for your assignment groups. locale: en-US canonical_url: https://www.servicenow.com/docs/r/australia/it-service-management/itsm-it-manager-dashboard.html release: australia topic_type: concept last_updated: "2026-03-12" reading_time_minutes: 8 breadcrumb: [Legacy: Performance Analytics ITSM Dashboards, Platform Analytics ITSM Dashboards, IT Service Management] --- # Legacy: IT Manager dashboard Follow the daily and weekly progress of incidents, problems, and requests for your assignment groups. IT managers can use the [ITSM Success Dashboards](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/itsm-success-dashboard-indicators/explore-success-dashboard-indicators.md) to view the metrics for their assignment groups. \[Omitted image "itsm-it-manager.gif"\] Alt text: Animated tour of the tabs of the IT Manager dashboard ## End user and roles |End user and goal|Required role| |-----------------|-------------| |IT Manager - Needs to track the progress of their group in resolving incidents, problems, and requests|pa\_viewer is required to see lists of indicators| ## Indicators - **% Closed Requests with Breached SLA** The results of the formula `([[Number of Closed Requests with Breached SLAs]]/[[Number of closed requests]]) * 100` - **% of incidents resolved by first assigned group** The results of the formula `( [[Number of resolved incidents by first assigned group]] / [[Number of resolved incidents]] ) * 100` - **% of open incidents missed SLA** The percentage of open incidents that did not meet the SLA, as calculated by the formula `[[Number of incidents missed SLA]] / [[Number of open incidents]] * 100` - **% of open incidents not updated in last 5 days** Number of open incidents not updated in last 5 days as a percentage of number of open incidents, according to the formula `( [[Number of open incidents not updated in last 5 days]] / [[Number of open incidents]] ) * 100`. - **% of open incidents with problem** The result of the formula `[[Number of open incidents with problem]] / [[Number of open incidents]] * 100` - **% of open problems not updated in last 30 days** The result of the formula `( [[Number of open problems not updated in last 30 days]] / [[Number of open problems]] ) * 100` - **% of open problems with at least one incident** The result of the formula `[[Number of open problems with at least one open incident]] / [[Number of open problems]] * 100` - **% open and overdue incidents** The result of the formula `( [[Number of open and overdue incidents]] / [[Number of open incidents that should be resolved in time]] ) * 100` - **% Resolved Incidents with Breached SLA** The result of the formula `([[Number of Resolved Incidents with Breached SLAs]]/[[Number of resolved incidents]]) * 100` - **Active Breached SLAs Today** The result in percentage of the formula `([[Number of breach task sla today]]/[[Number of active task sla]])*100` - **Average age of open problems** The result, in days, of the formula `[[Summed age of open problems]] / [[Number of open problems]] / 24` - **Average age of open requests** The result, in days, of the formula `[[Summed age of open requests]] / [[Number of open requests]] / 24` - **Average age open incidents** The result, in days, of the formula `[[Summed age of open incidents]] / [[Number of open incidents]] / 24` - **Average close time of requests** The result, in days, of the formula `[[Summed duration of closed requests]] / [[Number of closed requests]] / 24` - **Average Cost per Incident** The result of the formula `[[Cost of Incidents Resolved]]/[[Number of resolved incidents]]`, when the number of resolved incidents is more than zero. - **Average Cost per Request** The result of the formula `[[Cost of Requests Completed]]/[[Number of completed requests]]`, when the number of completed requests is more than zero. - **Average Cost per Request - Weekly** The result of the formula `[[Cost of Requests Completed / By week SUM +]]/[[Number of completed requests / By week SUM +]]`. In other words, the weekly sum of the cost of completed requests, including partial weeks, divided by the weekly sum of completed requests, including partial weeks. - **Average Cost per Resolved Incident - Weekly** The result of the formula `[[Cost of Incidents Resolved / By week SUM +]]/[[Number of resolved incidents / By week SUM +]]`. In other words, the weekly sum of the cost of resolved incidents, including partial weeks, divided by the weekly sum of resolved incidents, including partial weeks. - **Average reassignments of open and overdue incidents** The result of the formula `[[Summed reassignments of open and overdue incidents]] / [[Number of open and overdue incidents]]` - **Average resolution time of resolved incidents** The result of the formula `[[Summed duration of resolved incidents]] / [[Number of resolved incidents]] / 24` - **Closed workload** The result of the formula `[[Number of closed incidents]] + [[Number of closed problems]] + [[Number of closed requests]]` - **ITSM Average Overall Customer Satisfaction** Average of the normalized score for the Customer Satisfaction survey, as a result of the formula `[[ITSM normalized satisfaction score]] / [[ITSM survey instances]]` - **New workload** The result of the formula `[[Number of new incidents]] + [[Number of new problems]] + [[Number of new requests]]` - **Number of closed complete requests** Number of requests closed today as complete \(State = Complete\) - **Number of closed incidents** The number of incidents closed today - **Number of closed problems** The number of probems closed today - **Number of closed requests** The number of requests closed today - **Number of Closed Requests with Breached SLAs** Count Distinct of SLA tasks \[task\_sla\] with a task type of Request, Has breached = true, Stage != Cancelled, and closed today - **Number of new incidents** The number of incidents opened today - **Number of new problems** The number of incidents opened today - **Number of new requests** The number of incidents opened today - **Number of open changes planned in the next 7d** The number of Change Request \[change\_request\] records opened today with a Planned Start date between today and the end of next week - **Number of open incident unassigned** The number of open incidents not assigned to anyone - **Number of open incidents** Number of incidents with no Resolved date - **Number of open incidents not updated in last 5 days** Number of open incidents with an Updated date of more than five days ago - **Number of open and overdue incidents** The number of open incidents related to an SLA task that is not in the Cancelled stage \(task\_sla.stage\) and has an actual elapsed percentage greater than 100% \(task\_sla.percentage\). - **Number of open incidents that should be resolved in time** The count distinct of open incidents associated with an SLA task \[task\_sla\] that is not in the Cancelled stage. - **Number of open incidents with problem** The number of open incidents with a value in the Problem field - **Number of open problems** The number of problems opened on or before today and not yet closed. - **Number of open problems not updated in last 30 days** Number of open problems with an Updated date of more than 30 days ago - **Number of open problems with at least one open incident** The count distinct of open incidents where the Problem Active field value is true. - **Number of open requests** Number of requests opened on or before today and not yet closed - **Number of requests closed after due date** Number of requests that are closed after request due date \(sc\_request.closed\_at > sc\_request.due\_date\) - **Number of resolved incidents** Number of incidents with a value in the Resolved date field - **Number of resolved incidents by first assigned group** Number of incidents that were resolved by the first group assigned to them - **Open workload** The result of the formula `[[Number of open incidents]] + [[Number of open problems]] + [[Number of open requests]]` - **Predicted Average Cost of Open Incidents** The result of the formula `[[Cost of Incidents Resolved / By week SUM +]]/[[Number of resolved incidents / By week SUM +]] * [[Number of open incidents]]` - **Predicted Average Cost of Open Requests** The result of the formula `[[Cost of Requests Completed / By week SUM +]]/[[Number of requests completed / By week SUM +]] * [[Number of open requests]]` - **Workload backlog growth** The result of the formula `[[New workload]] - [[Closed workload]]` The following indicators do not appear on the dashboard but are used in formulas: - **Cost of Incidents Resolved** The daily sum of the Value field of incident\_metric records where the Definition field value is Incident Resolution Fixed Cost. - **Cost of Requests Completed** The daily sum of the Value field of sc\_request\_metric records where the Definition field value is Request Resolution Fixed Cost . - **ITSM normalized satisfaction score** Sum of the normalized score of metric results for the Customer Satisfaction survey - **ITSM survey instances** Number of the survey instances of the Customer Satisfaction survey - **Number of active task sla** The count of active SLA tasks on task\_sla with a start time before today and a stop time after today. - **Number of breach task sla** The count of active SLA tasks on task\_sla with a breach time before today - **Number of incidents missed SLA** The number of records on the incident\_sla table created on or before today, not yet closed, and that have breached SLA - **Number of open incidents with problem** The count of open incidents with a Problem referenced in the Problem field. - **Number of Resolved Incidents with Breached SLAs** Number of Incident-type SLA tasks that are not cancelled, that were resolved today, and where Has Breached is true - **Summed age of open incidents** The sum of hours between the time an incident was opened and now - **Summed age of open problems** The sum of hours between the time a problem was opened and now - **Summed age of open requests** The sum of hours between the time a request was opened and now - **Summed duration of closed requests** The sum of hours between the time a request was opened and the time it was closed - **Summed duration of resolved incidents** The sum of hours between the time an incident was opened and the time it was resolved - **Summed reassignments of open and overdue incidents** The summed reassignment count of all open Incident SLAs ## Breakdowns - Age \(Request, Incident, Problem, and Change\) - Assignment Group - Category \(Incident, Change\) - Contact Type \(Incident, Request\) - Location - Priority \(Request, Incident, Problem, and Change\) - Risk \(Change\) - SLA - SLA Definition - State \(Change, Request, Problem\) **Parent Topic:**[Legacy: Performance Analytics ITSM Dashboards](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/itsm-dashboards-content-pack.md)