This documentation supports the 9.0 version of Remedy IT Service Management Suite.

To view the latest version, select the version from the Product version menu.

KPI reports

Key performance indicator (KPI) reports assist you in measuring actual performance against targets. BMC Remedy Smart Reporting provides two types of KPI reports - 

  • Historical reports — Include daily data reports
  • Summary reports — Usually includes weekly data reports 


  • Make sure you that the BMC Remedy AR System Flashboard Services are restarted after BMC Remedy IT Service Management has been upgraded for KPI reporting data to be displayed correctly.
  • You can change the duration of the report data  by opening the KPI flahsboard variable in BMC Remedy Developer Studio and updating the Collection Interval value in the History tab under Data Collection. 

A KPI variable is usually made of:

  • A metric
  • A qualification
  • A date restriction or period

By using KPI metrics, you can track actual performance, compare it to a goal and detect trends. These metrics are most commonly used in organizations as Key Performance Indicators (KPIs) to monitor critical business areas.

The KPI reports provided with BMC Remedy Smart Reporting can have multiple dimensions to help better segregate your report data. Currently you can add up to 4 dimensions to a KPI report.

For example, you can view the change request trend report can be filtered based on Priority, Assigned Group, Service, and Company.

The following video provides a quick overview of the KPI reports:


Related topic

Adding KPI reports to a dashboard

Out-of-the-box Incident Management KPIs

Out-of-the-box Change Management KPIs

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  1. Rick Cook

    Could we get some documentation on how to create additional metrics?

    Feb 24, 2020 10:58
    1. Vrishali namdev Galinde

      Hi Rick,

      I shall check this with SMEs and get back to you soon on this.

      Thanks & Regards,


      Feb 24, 2020 10:46
    1. Vrishali namdev Galinde

      Hi Rick Cook,

      Apologies for the delayed response.

      We have created videos to show how to create a custom KPI metric in Remedy AR system and how to use it in Remedy Smart Reporting. You can find the videos on Youtube at the following links:

      Part 1:

      Part 2:

      You can find the related documentation at Creating a custom KPI metric.

      Hope this helps.



      Sep 03, 2020 03:37