Working with Analytic Metrics

role you can track and visualize information, such as cost, value, and consumption analytic metrics display your data graphically and allow you to chart both current data and trends the charts are flexible, customizable, and easy to modify key advantages view analytic dashboards on smart devices with a supported browser save and download chart images for email or other media access real time transaction data from operational activities across service management workspaces use threshold based and trend information in the analytic metrics workspace to retrieve selected data component of analytics visualization component supports ten chart types you can configure visual cues to indicate when key performance indicators (kpis) are exceeded for more information, see chart types docid\ mso6rtcewitluv6gecnjg data source management provides access to all service management objects and saved searches analytic metric definition allows you select, group, and update specific data for more information, see defining the metric settings docid\ mte8tyiralw lahng6xpg role based access to allow non administrator roles to create and publish dashboards and dashboard parts, see adding layouts to a role docid\ boz1rvojxxof70hj4pohy viewing analytic metrics various analytic charts and dashboards are included with to access them log into the open the analytic metrics workspace the following dashboard tabs appear by default service desk metrics (for new and existing customers) itfm cost analytics (for new customers only) itfm trending (for new customers only) itfm budget vs actual business value metrics (for new customers only) service consumption analytics (for new customers only) availability search metrics you can modify or delete any dashboard, or create a new one based on an dashboard hover over a graph to show the view icons analytic metrics information shows when the data (or chart) was updated, how long it took, and when the next update happens maximize expand the chart to full screen save as image click to capture a snapshot of the chart to your local machine hover your mouse over graph items to view the data click menu in the tab area to access hidden dashboards using the drag and drop interface you can modify the analytic dashboards by dragging the charts to other parts of the dashboard log into the open the analytic metrics workspace click edit mode in the top right corner drag a chart from one area to another hover over a chart until the move icon appears drag the chart to an area and drop it the dashboard automatically resize to fit your changes about data view multiple data sources you can compare data from multiple sources, or from a single source using different saved searches, by using the split series function see adding or editing a data source docid\ mte8tyiralw lahng6xpg data values you can view the data values for each chart element hover your mouse over the chart (such as a bar or pie section) to see the pop up data value the values that users can see is fully customizable see chart types docid\ mso6rtcewitluv6gecnjg drill down data you can view drill down data users can click a data point on a chart and open the corresponding business object administrators can configure different levels of drill down see chart types docid\ mso6rtcewitluv6gecnjg real time filtered data you can easily filter data to make your view clearer click items from the legend to temporarily hide them from view click again to show them defining the metric settings you can define the data set, assign role based access privileges, set the data refresh frequency, and specify which analytic metrics dashboards can be published these options are available from the settings menu on the analytic metrics toolbar after you create a metric, you can add it to the dashboard by following the steps in about analytic metrics dashboards and charts docid\ mso6rtcewitluv6gecnjg and creating a dashboard docid\ mso6rtcewitluv6gecnjg log into the open the analytic metrics workspace in the top right corner, click edit mode from the settings menu, click manage metrics the manage metrics workspace appears manage metrics workspace the left pane lists the data categories, and the right pane lists the metric definitions for each category charts with the history icon indicate historical metrics creating a metric the application updates analytic metrics dashboards every 60 minutes you cannot change this interval log into the open the analytic metrics workspace in the top right corner, click edit mode from the settings menu, click manage metrics the manage metrics workspace appears click new choose one of the following options create metric create a new measurement historical metric track historical data, such as total down time for a selected period enter information into the fields field description category choose a category from the dropdown list, or enter a name to create a new one name enter a definition this name appears in the definition list description (optional) enter a description of the metric add additional information as described on the following tabs data source see adding or editing a data source docid\ mte8tyiralw lahng6xpg analytic snapshot see configuring analytic snapshot information docid\ mte8tyiralw lahng6xpg action triggers see creating an action trigger docid\ mte8tyiralw lahng6xpg access rights see about the access rights tab docid\ mte8tyiralw lahng6xpg object mapping see about object mapping docid\ mte8tyiralw lahng6xpg test and save the metric a at the bottom of the window, choose the chart type b click run the application runs the metric and opens the chart preview window the execution time appears in the window title bar c close the window to continue d click save the definition appears in the list in alphabetical order adding or editing a data source perform steps 1 7 in creating a metric docid\ mte8tyiralw lahng6xpg do one of the following edit a data source select the data source tab and make the necessary changes see service availability metrics data source tab docid\ mte8tyiralw lahng6xpg for more information add a data source select the data source tab, then click add data source choose either business object or service availability business object select from any available business objects service availability select from a list of predefined saved searches for configuration items that affect availability you can also define a custom saved search in the event workspace and have it appear in this list if you selected business object , enter information into the fields field description name the name for the data source this appears in the tab business object select a business object from the dropdown list saved search select a saved search from the dropdown list the list is dynamic and depends on the selected business object group by groups the data select a group from the drop down list, then select criteria from the pick items link 2nd level group by adds a second grouping level for charts select a group from the drop down list, then select criteria from the pick items link see chart types docid\ mso6rtcewitluv6gecnjg only the first 500 items appear in the pick list split in series by splits the data within a chart select a field from the dropdown list, then select criteria from the pick items link see about analytic metrics dashboards and charts docid\ mso6rtcewitluv6gecnjg statistic field select up to four fields from which statistics are derived label enter a label for the data using select the field to use the list is dynamic and depends on the selected business object with this dynamic list depends on the using field selected select the calculation value options include count , percent distribution , or percent distribution per row order by select the sort order do not sort group by label priority then choose ascending or descending sort order return up to xx items enter the maximum number of items to display hide null or 0 values select to hide data with zero or null values service availability metrics data source tab enter information into the fields field description name the name for the data source this appears in the tab cis select a saved search from the drop down list if you defined a search (for example, for events ), it appears here events select the type of outage events from the drop down list you can also create a custom event in the events workspace calculate all available calculations are selected by default reliability based on the total up time actual availability (%) percentage of time the device or service was operational total down time total minutes the device or service was non operational outage time is displayed in the aggregation period when the event was created, started, modified, or ended, depending on the 2nd level group by configuration service satisfaction average survey satisfaction rate maintainability the average time to fix the problem 2nd level group by adds a second grouping level for charts select from the drop down list, then choose the format this setting affects outage calculations split in series by (optional) choose an object from the dropdown list target availability (%) percentage of actual availability compared to the target availability set for the device or service sla compliance (%) percentage of time the service or device met the sla availability setting ast (agreed service time) compares actual service time against agreed service time requirements statistic fields at least one field is required click the add icon to add a field field name enter a name using choose a data type group records , closedduration , cost , cost per minute , incident id , resolvedbyincidentnumber , or total time spent with choose a calculation count , average value , minimum value , maximum value , total value , standard deviation , standard deviation for the population , variance , or variance for the population order by the metric by which to sort the results the list changes depending on the choices checked under the calculate field choose ascending or descending order return up to xx items enter the maximum number of items to display hide null or 0 values select to hide data with zero or null values click save repeat the process to add more data sources configuring analytic snapshot information this feature applies to create graphic only perform steps 1 7 in creating a metric docid\ mte8tyiralw lahng6xpg click the analytic snapshot tab and configure the following information field description calculate trend check to calculate trend data calculate historical check to calculate historical data the following fields appear after activating this metric for historical data, enter the information in the fields listed below continue to working with historical metrics docid\ mte8tyiralw lahng6xpg below for more information trend data collection start date enter the start date and time of the data you want to track execute using role select the role that is allowed to execute the calculation from the list minimum historical trend interval choose the data interval from the drop down list use time zone set a time zone that is used to begin the calculation for example, setting the time to 8 00 am in pacific time (utc 08 00 ), begins calculations for devices or services at 11 00 pm for eastern time (utc 05 00 ) calculated detail level check all of the levels to calculate creating an action trigger perform steps 1 7 in creating a metric docid\ mte8tyiralw lahng6xpg click the action triggers tab click create new , and then configure the following information field description name a name for the trigger series a name for the series enter a name or choose one from the drop down list this value is based on the chosen data source label where to derive the label choose from the drop down list this value is based on the chosen data source use the use choose from the drop down list type the type select from single value threshold or range threshold condition the condition choose from the drop down list threshold only displayed if you select single value threshold enter a number high boundary only displayed if you select range threshold enter a number low boundary only displayed if you select range threshold enter a number workflow the workflow choose from the drop down list see using workflows docid\ p4kb1hcf81wnxmoqhbcjs limit to the number of times to perform the action with this trigger click save about the access rights tab the access rights tab allows you to manage which roles have access to this metric move roles from the left pane to the right pane to allow access, or you can check allow access to all to allow access for all roles about object mapping set up the information in this tab to export the metric data to the associate business object this allows you to see availability in the ci log for selected configuration item types this tab may not be available for all metrics however for items such as the configuration item availability log or other business objects, you can set the following parameters field description export target business object (default setting) business object selects the business object to which the data will be exported this should be the same as the object for which the metrics are gathered label choose from the drop down list linked field the default information is automatically displayed metric id select metric id the default information is automatically displayed metric name select metric name the default information is automatically displayed role select role the default information is automatically displayed user id select user id the default information is automatically displayed values this list is automatically created from the calculate values checked in the data source tab working with historical metrics about historical metrics docid\ mte8tyiralw lahng6xpgcreating a historical metric docid\ mte8tyiralw lahng6xpg about historical metrics a historical metric allows you to view data by any specified time period for example, if you set up a historical metric to track how many incidents are in active status, you would get the following chart historical metric of incident status select the time frame from the time drop down list in this case, hour is chosen select hour navigate through each hour to see the number of active incidents by using the previous and next arrows you can also go to the first or last hour tracked creating a historical metric activate the historical data from within the metric chart you want from the analytic snapshot tab see configuring analytic snapshot information docid\ mte8tyiralw lahng6xpg click edit mode in the top right corner to go into edit mode from the settings menu, click manage metrics the manage metrics workspace appears click new and choose historical metric on the general tab, enter the required information field description category the category choose a category from the drop down list, or enter a name to create a new category name a definition this name appears in the definition list description optional a description of the metric click the data source tab and enter the required information field description history from choose a history from the drop down list this list is populated when metrics are collecting historical data see configuring analytic snapshot information docid\ mte8tyiralw lahng6xpg the following fields might appear depending on the value chosen using series choose from the drop down list show choose from the drop down list detail level the detail level intervals the number of times the application calculates the data the default value is 1 data point shows data points as a series hide zero rows hides rows that have no data click the access rights tab and move individual roles you want to have access to this metric from the list on the left to the right you can also check allow access to all to automatically give all roles access to the metric data click the object mapping tab and enter the required information see about object mapping docid\ mte8tyiralw lahng6xpg to test, at the bottom of the window, choose the chart type then click run the metric is run and the chart preview window opens the execution time appears in the window title bar close the window to continue click save the definition appears in the list in alphabetical order publishing dashboards when you create a new dashboard, only you can view it to make it available to others, publish it to specific roles log into the open the analytic metrics workspace in the top right corner, click edit mode from the settings menu, click publish dashboards the publish dashboards window appears from the role menu, choose a role to which to publish your dashboards to publish a dashboard, move it from the available dashboards list to the published dashboards list you can drag and drop the dashboard, or select a dashboard and use the arrow keys to change the order of appearance, move the dashboards up or down in published dashboards list you can drag and drop the dashboard, or select a dashboard and use the arrow keys to change the order of appearance, move the dashboards up or down in published dashboards list you can drag and drop the dashboard, or select a dashboard and use the arrow keys if required, return to the role menu, choose another role to publish the dashboards repeat steps 1 8 to publish and arrange dashboards for each role click save