Navigator Executive Dashboard The Dashboard in ITSM Navigator serves as the starting point for CIOs and IT Service Managers to begin their day. It offers a snapshot of your IT support organization’s performance at a glance.
Breakdown of Dashboard Sections
ITSM Capability Level
ITSM Capability Level represents your organization's ITSM excellence on a 0-5 scale.
Level 0 (Incomplete): 0-16% - No consistent process.
Level 1 (Performed): 16-33% - Basic processes exist but are reactive.
Level 2 (Managed): 35-50% - Processes are planned and tracked.
Level 3 (Established): 50-66% - Processes are standardized and documented.
Level 4 (Predictable): 66-83% - Processes are measured and controlled.
Level 5 (Optimizing): 84-100% - Continuous improvement is embedded.
How it's calculated The overall Capability Level is the minimum of your Process Maturity Level and Process Performance Level. This ensures that both design and execution of ITSM practices advance together.
Process Maturity Assessment
Indicates how well ITSM processes are defined, documented, and aligned with standards.
Based on FitSM and ISO 20000 best-practice assessments
Each process (e.g., Incident, Change, Problem Management) is broken down across dimensions like planning, execution, roles and controls.
Process Pitfalls
Shows how ITSM processes are executed in practice, using live operational data
Driven by real-time process mining
Reveals activity compliance and bottlenecks across processes.
Process Maturity Assessment
The Process Maturity Assessment provides a structured evaluation of how well your ITSM processes are defined, standardized, and aligned with best practices.
Based on FitSM and ISO 20000 frameworks.
Each ITSM process (e.g., Incident & Service Request Management, Change Management, Problem Management) is assessed against its five maturity dimensions.
Results are shown using radar charts, making it easy to identify strengths, weaknesses, and improvement areas.
The maturity level for each process is determined by the lowest-scoring dimension.
👉 Click View Full Assessment for a detailed breakdown of all processes and dimensions.
Process Performance Analytics
The Process Performance Analytics section measures how effectively your ITSM processes are executed in real-time, based on operational data.
Powered by process mining analytics, offering data-driven insights into execution quality.
Each ITSM process is evaluated across the four weighted performance dimensions:
Conformance Rate (30%)
Throughput Efficiency (25%)
Cycle Time Performance (25%)
Rework / Quality Rate (20%)
Visualized using circular performance charts, highlighting KPI achievements and priority distribution.
Helps identify bottlenecks, SLA risks, and rework patterns in day-to-day operations.
👉 Click View Full Analytics for detailed KPI reports and drill-downs per process.
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