Track critical IT service performance with the IT Leader Dashboard. View comprehensive metrics across incident management, change management, and CMDB operations in a unified executive view. Make informed decisions about resource and service improvement initiatives based on real-time operational data.
Where: This change applies to Lightning Experience in Enterprise, Unlimited, and Developer editions with Agentforce IT Service Management.
Why: Monitor incident metrics including mean time to resolve, SLA compliance rates, major incident counts, and employee satisfaction scores. View case resolution metrics and SLA compliance. Assess change management effectiveness through success rates, emergency changes, and changes resulting in incidents. Review top configuration items by incident and problem counts.