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ITSM

Process Dashboards

OIT uses ServiceNow dashboards to monitor and improve IT Service Management performance.

Dashboards

Incident Monitoring

Tracks open incidents, SLA performance, on-hold incidents, priority distribution, and use of knowledge articles. Helps ensure timely resolution and visibility into backlogs.
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Change Monitoring

Monitors change requests by type, priority, and manager. Highlights undocumented changes, completion ratings, and success/failure rates to reduce risk and improve governance.
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Knowledge Monitoring

Monitors knowledge base usage, article contribution, and process alignment. Ensures content supports incident resolution and self-service efficiency.
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Problem Monitoring

Provides visibility into current problems, priorities, average ticket age, and accountable owners. Supports proactive IT by identifying root causes and tracking long-standing issues.
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