---
title: KPI configuration for Success Dashboard indicators
description: Reconfigure the source of KPIs in Success Dashboard indicators by replacing or adding indicators in the base system.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/it-service-management/itsm-success-dashboard-indicators/config-kpis-sdb.html
release: brazil
product: ITSM Success Dashboard Indicators
classification: itsm-success-dashboard-indicators
topic_type: concept
last_updated: "2026-09-10"
reading_time_minutes: 2
breadcrumb: [ITSM Success Dashboard Admin console, Configure, ITSM Success Dashboard indicators, IT Service Management]
---

# KPI configuration for Success Dashboard indicators

Reconfigure the source of KPIs in Success Dashboard indicators by replacing or adding indicators in the base system.

For example, your organization may have a different method to determine **Self-solved using Knowledge**. You cannot change the definition of **Self-solved percentage** and **Call deflection** that use `Self-solved using Knowledge`, but you can replace or add the KPIs and their constituents.

There are two major types of indicators:

-   Primary indicators: The indicators prescribed by ServiceNow.

    **Warning:** You must not modify any primary indicators because these are prescribed by ServiceNow®. Modifying these KPIs might impact your scores.

    -   You can view the primary indicators in the Primary Indicator Registry table `(sn_sd_primary_indicator_registry)`.
    -   You can view the corresponding Performance Analytics indicators in the Primary Indicator table `(sn_sd_primary_indicator)`.

        Primary indicators are of the following types:

        -   Manual: The formulae for these indicators are made up of other primary indicators.
        -   Automatic: The formulae for these indicators are automatically calculated based on the contributing indicators.
-   Contributing Indicators: The indicators listed in the Contributing Indicator Registry `(sn_sd_contributing_indicator_registry)` table and that point to primary indicators.
    -   When these indicators are registered with automatic primary indicators, the formula of the primary indicator is automatically updated to include these indicators in the sum.
    -   When these indicators are removed from the registry or marked inactive, the formula of the primary indicator is updated to remove this indicator from the sum. For example:

        ```
        Self-solve (manual primary indicator) = Self-solved using Virtual Agent (automatic primary indicator) + Self-solved using Knowledge (automatic primary indicator) + Automated Resolutions (automatic primary indicator) 
        ```

        Where:

        -   Self-solved using Virtual Agent = Any Service group issues self-solved using VA \(the only contributing indicator registered for this primary indicator\)
        -   Self-solved using Knowledge = Any Service group issues self-solved using Knowledge \(the only contributing indicator registered for this primary indicator\)
        -   Automated Resolutions \(automatic primary indicator\) = Incident or HR ticket auto-resolution \(the only contributing indicator registered for this primary indicator\)

-   **[Add contributing indicators](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/it-service-management/itsm-success-dashboard-indicators/add-contributing-indicators.md)**  
Add new contributing indicators based on your organizational preferences.
-   **[Add time savings](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/it-service-management/itsm-success-dashboard-indicators/add-time-savings.md)**  
Add new time savings as a contributing indicator based on your organizational preferences.
-   **[Update more information cards](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/it-service-management/itsm-success-dashboard-indicators/update-sidepanel-more.md)**  
Configure and update the **More Information cards** in the side panel.
-   **[Create a cost savings indicator for ITSM Success Dashboard](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/it-service-management/itsm-success-dashboard-indicators/customize-cost-savings.md)**  
Create a cost savings indicator in ITSM Success Dashboard to determine and display the time saved for the contributing indicators when agents work on an incident.
-   **[Modify the currency code for ITSM Success Dashboard indicators](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/it-service-management/itsm-success-dashboard-indicators/customize-currency-code.md)**  
Modify the currency code for ITSM Success Dashboard indicators.

**Parent Topic:**[ITSM Success Dashboard Admin console](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/it-service-management/itsm-success-dashboard-indicators/admin-console-sd.md)