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.

Using the KPI flashboards

The KPI flashboards use graphs to show how well various business processes are performing against the application key performance indicators (KPIs). If you have BMC Service Management Process Model installed, you can also view the application KPI definitions there.


The BMC Service Management Process Model defines a key performance indicator as, "a vital and measurable result to track the efficiency, effectiveness, and predictability of a process."

The KPI flashboard component collects the data according to the selected customer company. Each KPI flashboard contains two graphs that present the following types of information:

  • Relevant historical data—Use this graph for trending purposes. The most recent historical data displayed in the graph is collected from the previous month. Historical data goes back to a maximum of one year.


    Historical data only appears in a graph when that historical data exists in the database. Typically, new or recent installations, or upgrades, of the ITSM applications might not have historical data available.

  • Current, or real time dataUse this graph to see what is happening with the business process now. In most cases, the displayed real time data is collected from the first day of the current month to today's date. You can also view the individual request records that are reported by the real time flashboard graph. For example, you can view all of the incident or change request records that are reported by the Incident Backlog KPI or the Change Backlog KPI flashboard.

Was this page helpful? Yes No Submitting... Thank you