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IT Service Management contains a dashboard which gives you an overview of message processing and change transactions. The dashboard contains apps which show individual aspects, such as the number of open transactions, or the average processing time.

You can configure the dashboard apps, to change the values displayed.


The IT Service Management dashboard shows the following apps:

  • Message quality

    This app shows the quality of the message processing, measured, for example, by the specified and actual total processing time.

  • Workload

    This app displays the number of open transactions. It shows, for example, in which areas important transactions are not yet completed.

  • Performance

    This app displays the average processing time of completed transactions.

Call the dashboard

The authorization to display the links to the dashboards for IT Service Management in the WebClient UI, is in the role SAP_SUPPDESK_ADMIN_COMP.

The authorization to display the data in the dashboard, is in the role SAP_SM_DASHBOARDS_DISP.

You call the dashboard in the WebClient UI of IT Service Management, in the Change Request Management, or Incident Management initial screen. In the screen area Reports, choose ITSM BW Dashboard.


The IT Service Management dashboard requires no configuration; it is available with the above apps, when you set up IT Service Management.