This documentation supports the 19.11 version of Remedy Smart Reporting, which is available only to BMC Helix subscribers (SaaS).
To view an earlier version, select the version from the Product version menu of the documentation at IT Service Management Suite Open link .

Out-of-the-box Service Dashboard for monitoring services

You can use the charts and reports in the Service Dashboard to monitor health of specific Business services.

The prerequisites for enabling the Service Dashboard are:

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


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

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

DateDefines the time period for which you want to view the data. This filters is applicable for the trend charts on the dashboard.
Business ServiceDefines 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:

Service availability report

Provides a historical snapshot of the status of the services over the past year. The report shows a monthly breakdown 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, synchronize the data with Asset Management so that the data is displayed on this report.

You can drill down to view the weekly breakdown of the data within hours. To view the weekly breakdown, click the Turn to Table icon and then click the desired month column to view the weekly data in hours.

Related requests

Displays charts of the total number of open requests split by 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

Displays trend reports of the historical trend KPI for Incident and Change records.

To view the report based on a predefined time period such as Day, Week, Month, Quarter, or Year, select the option from the top of the trend report.

To view the report for a specific time period, use the slider on the lower half of the report.

Unavailability stats

Lists the current planned and actual availability and the unscheduled and scheduled outage information for a rolling 30 days. 

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

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