BMC Helix ITSM Insights dashboard

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.

The ITSM Insights dashboard is available only with ITSM Insights 21.3 and later versions.

For instructions about creating or editing dashboards, see Configuring-dashboards-panels-and-queries. For information about dashboard concepts, see Setting-up-dashboards. 

Related topics

Failed to execute the [excerpt-include] macro. Cause: [Error number 2 in 0: No wiki with id [confluencePage:page] could be found]. Click on this message for details.

Failed to execute the [excerpt-include] macro. Cause: [Error number 2 in 0: No wiki with id [confluencePage:page] could be found]. Click on this message for details.

Failed to execute the [excerpt-include] macro. Cause: [Error number 2 in 0: No wiki with id [confluencePage:page] could be found]. Click on this message for details.


Example: Tracking Proactive Problem Management and Incident Correlation metrics

Susan, the Service Desk Manager is using the ITSM Insights dashboard to understand the value provided by ITSM Insights. She is analyzing the incident statistics for a company for a defined period. She needs to identify the top emerging clusters and the users who have created the most number of incident relationships in ITSM Insights.

Colin, the Problem Manager, needs a high-level summary of problem management KPIs. To get a quantitative validation for the business value provided by ITSM Insights, he tracks the following KPIs:

  • Number and percentage of problem investigations created from ITSM Insights
  • Number of incidents being related to problems in ITSM Insights
  • Status of various problems for a company
  • Number of jobs and job executions from ITSM Insights
  • Number of problem investigations that have been created for reopened incidents
  • Number of jobs per user

The following image shows the ITSM Insights dashboard with sample data: 

ITSM_Insights_Dashboard.png

For a list of icons and operations that are common across dashboard, see BMC-Helix-Dashboards-overview.

ITSM Insights dashboard filters

You can use the following filters to view KPIs on the ITSM Insights dashboard:

  • Company—Filter by company as shown in the following image:
    Company Filter.png
    By default, All is selected in this filter. 
  • Time range—Filter by the date range such as an hour, previous week, or previous month. By default, the selected time range is Last 7 days. 

    Time filter.png


To view the dashboard

  1. From the navigation menu menu_icon.png, click Dashboards.

  2. Click the Helix AI Service Management folder and then click ITSM Insights.

    Tip

    To quickly open the dashboard from the home page, mark it as a favorite by using the star icon. Additionally, after you open a dashboard, it is available under Recently viewed dashboards on the home page.

Panels in the ITSM Insights dashboard

The following table describes the ITSM Insights dashboard panels:

Panels

Description

Example

Problem Management Jobs

Displays the total number of clustering jobs created in the Proactive problem management workspace.

PM Jobs Temp.png

Number of Job Executions

Displays the number of times the problem management jobs have been executed.

Job Executions Temp.png

Change Requests Related to PBI

Displays the number of change requests that are associated with problem investigations created in the Proactive problem management workspace.

CR Temp.png

Incidents Related to Problems

Displays the number of incidents that are related to problems created from the Proactive problem management workspace in ITSM Insights.

Related PBI Temp.png

Parent Relationships Created in ITSM Insights

Displays the number of parent relationships created in the Real-time incident correlation workspace.

Parent Rel No Temp.png

PBI Created for Reopened Incidents

Displays the number of problem investigations created for reopened incidents.

Reopened Inc Temp.png

Percentage of Problem Investigations Created in ITSM Insights

Displays the percentage of problem investigations created in the Proactive problem management workspace as compared to the total problem investigations created. 

The percentage of problem investigations is calculated as:

(Total number of problem investigations created in ITSM Insights / Total number of problem investigations) * 100

Percentage PBI Temp.png

Problem Investigations Created in ITSM Insights

Displays problem investigations created in ITSM Insights by status.

PBI from PPM Temp.png

Top Parent Relationships Created in ITSM Insights

Displays the users who have created the highest number of parent relationships in the Real-time incident correlation workspace. By default, the top five users are displayed.

Top Users for Rel Temp.png

Top Emerging Clusters

Displays the clusters with most incoming incidents in a chart. By default, the top five clusters are displayed.

To change the number of clusters on the panel, perform the following steps:

  1. On the panel, click Edit.
  2. On the Query tab, click Max top clusters.

Emerging Clusters.png