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 within 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.
Required license
Out-of-the-box BMC Helix Digital Workplace reports
BMC Helix Dashboards provides two out-of-the-box dashboards to track the metrics of service requests submitted in BMC Helix Digital Workplace:
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 waiting approval
- Failed service requests
- Average age of service requests
- Top 10 requested categories
- Top 10 requested services
- Top 10 sites
Example scenario
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:
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 scenario
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.
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. |