What is an ITSM dashboard in SolarWinds Service Desk, and why is it important?

Widgets are the building blocks of your dashboard — each one displays a specific data visualization or KPI. They can illustrate trends, performance metrics, or detailed lists. SolarWinds Service Desk offers over 90 widget types, covering incident trends, response times, SLA tracking, agent workload, and more. Custom widgets can be configured with specific filters for detailed views, and multiple widget versions can be used for comparative analysis across teams or time periods, making it easy to spot patterns and act on them.

What are widgets, and how are they used in dashboards?

You can customize your dashboard by adding, removing, arranging, and filtering widgets to display data relevant to your role or team goals. SolarWinds Service Desk provides over 90 widget types to display metrics on incidents, service statistics, time tracking, and more. Add widgets by clicking “Add Widget,” then drag and drop them into place. You can also edit widgets to adjust titles and apply filters to edit attributes.

How do I customize my Service Desk dashboard?

Service Desk allows the creation of multiple dashboards to suit different needs or user groups, such as executive metrics, incident management, and IT asset monitoring. Users can customize dashboards with various names, widgets, filters, and layouts, and then save, rename, and share them. This makes it easy to provide consistent, role-appropriate visibility across the organization without duplicating effort.

Can I create and share multiple dashboards?

Dashboards and reports serve complementary purposes. Dashboards provide real-time, interactive views of current ITSM metrics — ideal for day-to-day monitoring, quick decisions, and immediate response. They update automatically and can be customized on the fly. Reports, by contrast, capture data over a defined time period and are designed for historical analysis, trend tracking, and stakeholder presentations. Use dashboards to stay on top of what's happening now; use reports to understand patterns over time and demonstrate service improvement. Together, they give you a complete picture of service desk performance.

What's the difference between dashboards and reports in Service Desk?

The right metrics depend on your role and goals, but commonly tracked ITSM dashboard KPIs include: incident volume and trends, mean time to resolution (MTTR), first contact resolution rate, SLA compliance and breach rates, open ticket backlog, agent workload distribution, service request fulfillment time, and customer satisfaction (CSAT) scores. SolarWinds Service Desk makes it easy to build dashboards around any combination of these metrics using configurable widgets — so every stakeholder sees the KPIs most relevant to their responsibilities.

What ITSM metrics should I track on my dashboard?

Absolutely. With SolarWinds Enterprise Service Management, dashboards extend beyond IT to departments like HR, Facilities, Legal, and Finance. Each department can build dashboards tailored to their service operations — tracking work orders, employee requests, procurement approvals, or any other managed process. Shared dashboards also let leadership see service performance across the entire organization from a single view, breaking down operational silos.

ITSM Dashboards

Q: Do you find yourself asking…

A dashboard in SolarWinds Service Desk provides a customizable, real-time view of key ITSM metrics, including incidents, service requests, and SLA compliance. It helps monitor the efficiency of ITSM processes by identifying trends and addressing bottlenecks. With frequent updates, dashboards provide real-time performance insights, enhancing service delivery and customer satisfaction. ITSM dashboards play a key role in analyzing your team's performance, identifying gaps, and increasing overall productivity.

See tickets, SLAs, service performance, and asset data in customizable SolarWinds^® Service Desk dashboards.

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Team visibility

Personal dashboards

ITSM KPIs

Organizations using Enterprise Service Management can configure dashboards that reflect how each service provider works. In addition to standard Service Desk widget types, ESM customers can use ticket transfer widgets to see tickets transferred between service providers. Teams can create views that support department-specific service delivery while maintaining reporting visibility across the organization, helping IT, HR, Facilities, Legal, and other internal service teams review the work and metrics relevant to them.

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Learn more about Service Desk Dashboards

Do you find yourself asking...

What is an ITSM dashboard?
How customizable are Service Desk dashboards?
Which ITSM metrics can I track on a dashboard?
How often do Service Desk dashboards update?
Can I use dashboards for asset management and CMDB data?
Can different departments use their own dashboards?
Can I create dashboard widgets for custom survey data?

An ITSM dashboard is a configurable visual view of information used to manage IT service operations. It brings together selected data points—such as open incidents, service requests, SLAs, ticket trends, agent workload, service statistics, changes, and asset information—so teams can understand current activity and performance without manually reviewing individual records.

In SolarWinds Service Desk, dashboards consist of widgets that can be added, removed, arranged, and configured according to the needs of an agent, manager, or organization. Teams can use different dashboards to support daily queue management, service reviews, leadership reporting, and focused operational work. Learn about Service Desk dashboards.

The goal is not to make every department operate like IT. It is to give each internal service provider a consistent, accessible way to receive and fulfill requests while tailoring the experience to the work that department does.

An ITSM dashboard is a configurable visual view of information used to manage IT service operations. It brings together selected data points—such as open incidents, service requests, SLAs, ticket trends, agent workload, service statistics, changes, and asset information—so teams can understand current activity and performance without manually reviewing individual records.

In SolarWinds Service Desk, dashboards consist of widgets that can be added, removed, arranged, and configured according to the needs of an agent, manager, or organization. Teams can use different dashboards to support daily queue management, service reviews, leadership reporting, and focused operational work. Learn about Service Desk dashboards.

The goal is not to make every department operate like IT. It is to give each internal service provider a consistent, accessible way to receive and fulfill requests while tailoring the experience to the work that department does.

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Create dashboards for tickets, SLAs, incident trends, changes, assets, and service KPIs
Choose from more than 90 widgets and organize up to 30 on each dashboard
Give agents, managers, and leaders role-specific views of service operations

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