---
title: ITSM Success Dashboard indicators KPI definitions and formulas
description: Enable ITSM Success Dashboard and configure settings to understand and use the Key Performance Indicators \(KPIs\) and formulas.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/it-service-management/itsm-success-dashboard-indicators/sd-kpi-formulae.html
release: australia
product: ITSM Success Dashboard Indicators
classification: itsm-success-dashboard-indicators
topic_type: reference
last_updated: "2026-03-12"
reading_time_minutes: 1
breadcrumb: [Explore, ITSM Success Dashboard indicators, IT Service Management]
---

# ITSM Success Dashboard indicators KPI definitions and formulas

Enable ITSM Success Dashboard and configure settings to understand and use the Key Performance Indicators \(KPIs\) and formulas.

All the Key Performance Indicators \(KPIs\) and formulas used in the ITSM Success Dashboard are detailed below.

-   Performance overview
-   Service Quality
-   Operational Success

-   **[Performance overview](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/itsm-success-dashboard-indicators/performance-overview-ref.md)**  
Performance overview details all the KPIs and metrics that help you analyse the benefits of your ITSM implementation.
-   **[Service Quality](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/itsm-success-dashboard-indicators/service-quality-ref.md)**  
Service quality lists all the KPIs that help you understand the quality of service offered when the employees raise a request to resolve their digital issues.
-   **[Operational Success](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/itsm-success-dashboard-indicators/operational-success-ref.md)**  
An operational KPI is a quantifiable measure that tracks the efficiency and effectiveness of day-to-day operations in your organization. The KPIs can be organized in a dashboard that highlights the areas that are running efficiently and the areas that need attention.

**Parent Topic:**[Exploring ITSM Success Dashboard indicators](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/itsm-success-dashboard-indicators/explore-success-dashboard-indicators.md)