Viewing out-of-the-box dashboards

As a dashboard user, use the BMC Helix Business Workflows dashboards to view the following information:

• Case reports based on status, priority, and assigned groups.
• Active BMC Helix Business Workflows license users.
• Metrics for service targets of cases.
• Customer satisfaction and performance of lines of business, assigned groups, and agents.

This dashboard shows the compliance data for resources, compliance and remediation trends, operation and policy status, and business services at risk.

This dashboard displays information about the automation runs in your environment for the specified time period.

This dashboard displays the Incident Management ticket information.

As a dashboard user, you can use the Change dashboard to track KPI metrics of a change request such as number of change requests resolved per month, number of change requests resolved by different coordinator groups, and number of problem tickets created by unplanned change requests.

As a dashboard user, you can use the Incident SLA Performance dashboard to track the performance of Incident response and resolution SLAs and check whether the target SLAs are met or missed.

The Incident SLA Dashboard has the following two sections:

• Incident Response SLA Performance 
• Incident Resolution SLA Performance

You can expand or collapse each section to get the metrics of incident response or resolution SLAs.

As a dashboard user, you can access the Application Availability dashboard to track the availability of an application or business service and plan your business activities accordingly. By using this dashboard, you can get the following information about the uptime of an application or business service:

• Planned downtime
• Unplanned downtime
• Scheduled uptime
• Actual and target availability

By using the KCS Effectiveness and Efficiency dashboard, you can track the usage of your Knowledge-Centered Support (KCS) articles by using the following parameters:

• Number of incidents that were resolved and closed by using the KCS articles
• Number of times a KCS article was reused to resolve incidents
• Percentage of KCS articles used by support group to resolve incidents
• Statuses of KCS articles
• KCS articles that are created from incident tickets

As a dashboard user, you can use the Asset Compliance dashboard to get the details of Computer System and Operating System assets that are available at the inactive sites and hosts with outdated operating systems.

As a dashboard user, you can use the Asset Contracts dashboard to get the details of contracts of the Computer System assets like the count of active contracts and the number of assets by expiring warranty.

As a dashboard user, you can use the Asset Inventory dashboard to get the inventory details of asset type Computer Systems, such as the count of assets, the refresh and purchase trend of assets, the count of spare assets, and so on.

As a dashboard user, you can use the Asset Overview dashboard to get an overview of Computer Systems assets such as the number of unassigned assets, number of refreshed assets, number of scanned assets, the distribution details of unassigned, refreshed, and scanned assets, and so on.

As a dashboard user, you can use the Channel dashboard to get the count of BMC Helix ITSM incidents and BMC Helix Business Workflows cases coming from different channels of self service and service desk. The following are some of the channels that the users use to raise BMC Helix ITSM incidents and BMC Helix Business Workflows cases:

• Email
• Chatbot
• Digital Workplace
• Other
• ITSM
• External
• Agent
• Live Chat

As a tenant administrator, editor, or viewer, you can use the Event Data dashboard to view the number of open events and their severity, and the number of closed events. The dashboard also displays the trend of open events in your environment.

As a tenant administrator, editor, or viewer, you can use the Metrics Data dashboard to view the performance metrics data of the devices in your environment and get an insight into the their health.

This dashboard displays metrics for a chatbot such as intent performance, channel usage, and chatbot user details. Administrators and chatbot owners can use these metrics to determine the overall performance and effectiveness of the chatbot.

These dashboards display metrics for Live Chat such as queue wait time, agents' availability, live chat session duration, source from where the live chat sessions were requested and abandoned and reassigned chat session details. Supervisors and administrators can use these metrics to determine the overall team performance and effectiveness of Live Chat.

As a tenant administrator, view the BMC Helix Automation Console dashboard to check the patch and vulnerability compliance data for the assets in the TrueSight Server Automation endpoint manager. The dashboard also displays the asset count, risk (includes missing patches and vulnerabilities) occurrence and remediation trends, operation and policy status, and business services at risk.

This dashboard helps you to track various KPIs for a selected service and shows metrics BMC Helix Operations Management and BMC Helix ITSM.

This dashboard helps you to see a high-level summary of service requests raised over a given period, as well as other statistics such as, total active requests, failed requests, closed request and so on for BMC Helix ITSM and BMC Helix Business Workflows.

As a BMC Helix CMDB dashboard user, use the CMDB Overview dashboard to view the following information:

• Total number of CIs in CMDB
• Trend of CIs created in a specific time-period
• Distribution of CIs across datasets, classes, and types

A Configuration Manager can access the CMDB Data Quality dashboard to track the CMDB health by monitoring the following CMDB data quality metrics:

• Duplicate CIs in BMC Computer System class
• Virtual systems without a host
• Orphan CIs
• Computer Systems without an operating system
• CIs marked as deleted

As a Service Request manager, you can track and analyze automated and non-automated work orders. You can also track and analyze failed automated work orders.

As a Service Desk Manager or a Problem Coordinator, you can track and analyze the Proactive Problem Management and Incident Correlation metrics in the ITSM Insights dashboard. Using these metrics, you can track the usage of ITSM Insights and the business value it provides.

As a dashboard user, you can use the printable dashboards to print the required change, incident, or work order records in a PDF format on an A4 size paper without having to manually select any fields.

For a list of icons and operations that are common across dashboards, see Orientation.