Viewing BMC Helix Digital Workplace dashboards

As an administrator, you can view and create interactive reports for BMC Helix Digital Workplace by leveraging the capabilities of BMC Helix Dashboards, a subscription-based service. BMC Helix Dashboards offers unified reporting that gives you a consolidated view of the data. You can easily export and share the reports with users inside or outside your environment.

As a service owner in BMC Helix Digital Workplace Catalog, you can use these reports to determine the trend, overall performance, and effectiveness of BMC Helix Digital Workplace.

To learn more about the BMC Helix Digital Workplace dashboards and to generate custom reports, see BMC Helix Digital Workplace dashboards.

Out-of-the-box BMC Helix Digital Workplace dashboards

BMC Helix Dashboards provides the following out-of-the-box dashboards to track the metrics of service requests submitted in BMC Helix Digital Workplace:

DWP Request Overview dashboard
Printable DWP Request Details dashboard
DWP Virtual marketplace overview dashboard

DWP Request Overview dashboard

The following BMC Helix Digital Workplace metrics are available in the DWP Request Overview dashboard:

Number of requests raised
Active service requests
Fulfilled service requests
Service requests awaiting approval
Failed service requests
Average age of service requests
Top 10 requested categories
Top 10 requested services
Top 10 sites

Example: View the trend and effectiveness of services by using the DWP Request Overview dashboard

Petramco has recently introduced HR-related services, such as New Hire Provisioning, Business Application Request, and Parking Permit request, in its Asia-Pacific region offices. The service owner wants to view the trend and effectiveness of these services. The service owner filters the reports based on Company, Organization, Department, and Region to view this data:

Example of HR services in Asia Pacific.png

The service owner observes the following trends and can take actions to improve the effectiveness of BMC Helix Digital Workplace:

Observed trend from the example reports	Possible action
There are 653 requests waiting for approval.	Investigate the high number of requests waiting for approval.
The average age of service request fulfillment is 4.97 days.	Investigate ways to bring down the average age of service request fulfilment.
The Request new personal printer, Parking Permit Request, Business Application Request, and New Hire Provisioning are the most popular services.	None
Service requests created from Pune and Melbourne are satisfactory. However, Canberra has the lowest service request creation numbers.	Investigate why Canberra has the lowest service request creation numbers.

Printable DWP Request Details dashboard

The following BMC Helix Digital Workplace metrics are available in the Printable DWP Request Details dashboard:

Customer information
Request status
Dates
Request details
Error details

Example: View the trend for submissions of service requests and their completion by using the Printable DWP Request Details dashboard

A support manager at Petramco fulfills service requests related to network issues. The manager wants to compare the submission time of completed service requests during the working day. To view this data, the manager filters the reports based on Company, Organization, Department, and Request State. The manager also selects the request IDs to investigate.

Submitted date in DWP Printable Dashboard.png

The support manager observes the following trends and can take actions to improve the effectiveness of BMC Helix Digital Workplace:

Observed trend from the example reports	Possible action
The majority of service requests are submitted in the first half of the day.	Investigate the high level of service requests submitted in the first half of the day. The IT support department might change time for scheduled maintenance works.
The majority of service requests are submitted by employees whose office desks are located in one cubicle.	Check whether the Ethernet cable is intact in that area.
The Error details panel is empty.	None. The service request processing is efficient.

DWP Virtual marketplace overview dashboard

The following BMC Helix Digital Workplace Catalog metrics are displayed in the DWP Virtual marketplace overview dashboard:

Total services configured in the BMC Helix Digital Workplace Catalog
Total virtual marketplaces available in the catalog
Total services linked to the virtual marketplaces
Count of user entitlements per marketplace
Count of catalog templates per marketplace
Marketplaces per service
User access details by service

Example: View the summary of the virtual marketplaces and linked services, banners, and user entitlements

Hannah is a catalog administrator at Apex Global. She creates virtual marketplaces for various employee groups and links different services.

As a catalog administrator, she can quickly access information about virtual marketplace entitlements by using the DWP Virtual marketplace overview dashboard. This dashboard displays data such as the total number of services configured, entitlements per marketplace, marketplaces per service, and so on.

DWP 24.4_ image 1.png

The following example demonstrates an example of how catalog administrators can leverage the DWP Virtual marketplace overview dashboard:

Scenario	Possible action
The Sign SF-85 Document is a new request to replace the Sign SF-256 Document. As a catalog administrator, Hannah wants to verify the number of users entitled to the Sign SF-256 Document request and also wants to know user access details.	Observe the Marketplaces per service chart to understand the overall entitlements for the specific service. For the Sign SF-256 Document service, click UserDrill to get the list of users entitled to that service.