This documentation supports the 9.1 version of Remedy IT Service Management Suite.

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

Out-of-the-box Service Dashboard

The Service Dashboard contains charts and reports that allows users to monitor health of specific Business services.

The prerequisites for enabling the Service Dashboard are :

 

  • The business services must be defined in BMC Atrium CMDB
  • Services listed in the Filters section are the same as the ones listed in the Services field on a ticket request form. 
  • Outage data is retrieved from BMC Asset Management, so if you have integrated other applications for managing outages, the data must be synced with BMC Asset Management to view it on the Service Dashboard report. 

    Note

    If you create outages using BMC ProactiveNet Performance Management (BPPM), these outages are automatically reflected in the BMC Asset Management application, and will therefore, be displayed in the charts and reports displayed on this dashboard.

The Service Dashboard provides the following filters for refining the reports and charts data:

FilterDescription
Date filterAllows you to define the time period for which you want to view the data. This filters is applicable for the trend charts on the dashboard.
Business Service filterAllows you to select the service for which you want to see the data. This filter is applicable to all reports and charts on the dashboard.

The Service Dashboard includes the following reports:

ReportDescription
Service availability report

This report provides a historical snapshot of the status of the services over the past year. It shows a monthly break up of the Actual Availability, Scheduled Outage, and Unscheduled Outage of the service.

Note: The data for this report is populated from the outages and availability status in BMC Asset Management. If you have integrated other applications for managing outages, the data must be synced with BMC Asset Management for it to be displayed on this report.

You have the option to drill down to view the weekly break up of the data in number of hours. To view the weekly breakup, click the Turn to table icon and then click the desired month column to view the weekly data in hours.

Related requests

The related requests charts display the total number of open requests split based on their priority . A report is displayed for each of the following application requests:

  • Incident Management
  • Change Management
  • Problem Management

You can drill down to view details of requests based on their priority.

Trend reports

The trend reports display the historical trend KPI for Incident and Change records.

You can choose to view the report based on a pre-defined time period like Day, Week, Month, Quarter or Year by selecting the option from the top of the trend report.

In addition to this, you can view the report for a specific time period selected by using the slider on the lower half of the report.

Unavailability stats

The unavailability stats display the current planned and actual availability and the unscheduled and scheduled outage information for rolling 30 days. 

The data for this report is populated from the outages and availability status in BMC Asset Management.

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