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-with-additional-customizations. For information about dashboard concepts, see Creating-and-customizing-dashboards.

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

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

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:

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.

To view the dashboard

From the navigation menu , click Dashboards.
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.
Number of Job Executions	Displays the number of times the problem management jobs have been executed.
Change Requests Related to PBI	Displays the number of change requests that are associated with problem investigations created in the Proactive problem management workspace.
Incidents Related to PBI	Displays the number of incidents that are related to problems created from the Proactive problem management workspace in ITSM Insights.
Parent Relationships in ITSM Insights	Displays the number of parent relationships created in the Real-time incident correlation workspace.
PBI Created for Reopened Incidents	Displays the number of problem investigations created for reopened incidents.
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
Problem Investigations Created in ITSM Insights	Displays problem investigations created in ITSM Insights, by status.
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 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: On the panel, click Edit. On the Query tab, click Max top clusters.
Proactive Problem Management Jobs Runs by user	Displays the number of jobs, the type of jobs and their last date of execution for each user. You can filter the results by support company and date range. To edit the widget, perform the following steps: On the widget, click > Edit. Select Fields. On the Query tab, click . Add the queries as required. For example, to add a User ID field, add the query as shown in the following image: Click Apply. Click Save.

Important

The Percentage of Problem Investigations Created in ITSM Insights and the Incidents Related to PBI widgets consider the value in the Investigation driver list in the Create problem page to track the origin of problem investigations. Typically, problem investigations originating from ITSM Insights have the Recurring incidents - Clustering value in the Investigation driver list. However, while creating a problem investigation from ITSM Insights, if you select a value other than Recurring incidents - Clustering, the widget does not consider its origin as BMC Helix ITSM Insights.

Therefore, we recommend you not to change the value of the Investigation driver list when you create problem investigations from BMC Helix ITSM Insights.