Hands-on Lab: Building Advanced Dashboards with Xtraction for CA Service Management

Hands-on Lab: Building Advanced Dashboards with Xtraction for CA Service ManagementAmy Chenard – Sr. Principal Engineering Services Architect – CA TechnologiesJohn Weston – Sr. Principal Consultant, Presales – CA Technologies

AMX31E

AGILE MANAGEMENT

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Agenda

INTRODUCTION TO DASHBOARDS

XTRACTION FOR CA SERVICE MANAGEMENT

BUILDING A DASHBOARD

EXPORT, SCHEDULING, PUBLISHING

USER EXPERIENCE

1

2

3

4

5


Introduction to Dashboards


What is a Dashboard?

Dashboards often provide at-a-glance views of KPIs relevant to a particular objective or business process.

In real-world terms, "dashboard" is another name for "progress report" or "report."

Definition by Wikipedia


Incident Analysis Dashboard Example


Benefits of Digital Dashboards

Visual presentation of performance measures. Identify and correct negative trends. Measure efficiencies/inefficiencies. Generate detailed reports showing new trends. Make more informed decisions based on collected business

intelligence. Align strategies and organizational goals. Save time compared to running multiple reports. Gain total visibility of all systems instantly. Quickly identify data outliers and correlations.

Source: Briggs, Jonathan. “Management Reports & Dashboard Best Practice.” Target Dashboard. Retrieved 18 February 2013.


Xtraction Dashboards for CA Service Management


Building a Service Management Dashboard

CA Service Management DB as the Data Source

Access to a meaningful Data Model

Dynamic filtering capability

Display choices: calendar, grid, area, bar, columns, pie-chart, scorecard, line, bubble…

Export capability

What do we need?


Xtraction for Service Management

Self-service. Non-technical users create/modify dashboards via drag-and-drop, lists and point-and-click.

Pre-built layouts. View charts, graphs, calendars, grids and pivot tables. Extensive analysis. Drill-down to date ranges (past, present, future,

comparative periods), filters, multiple data-series. Aggregate data. Collect data from multiple sources (CA Service Desk Manager, CA

Service Catalog, CA IT Asset Manager)—including custom—in single dashboard. Browser accessible. Access all functions via browser. Real-time data. Display and auto-refresh real-time data. Exports. Export on demand or scheduled to PDF, HTML, Word®, Excel®, PowerPoint® Mobile access. Access via iPad® and other devices No database table structure. Create dashboards without specialized knowledge.

Capabilities


Xtraction for CA Service Management

A real-time, ad hoc dashboard and reporting solution

Empowers users with self-service capabilities

Non-technical users create interactive dashboards and reports in minutes

Immediately share with the broader user community Results in unified view of your CA Service Management environment Delivers deep, real-time management insight and transparency into

service demand, cost, use, assets and issues

At a Glance



Improve user experience. Self-service empowers users with the right information, at the right time - in minutes, not hours.

Make better business decisions. Improve access to and ad hoc analysis of relevant service management data.

Reduce costs. Remove dependency on technical teams, coding and cumbersome tools.

Increase productivity. Get answers quicker; free up technical team.

Delivering Business Value


Lab 1: Explore Xtraction for CA Service Management



Use of dynamic filtering

Export-as-a-screen

Save dashboard as a link

Toggle component view

Display record list

Display ticket details in CA Service Desk Manager

Lab Review: Capabilities Explored


Building a Dashboard


Dashboard Format

Determine how many components you need for your Dashboard


Component Types

Type Description

Time Component Visually represents data using time slices segregated by hours, days, weeks, months, etc.; these can be presented in many formats including area, bar and line charts; or in stacked and 100% stacked formats, which enables the data to be portrayed in comparative context

Group Component Summarizes data by one or more fields from the Data Source Group Components may have multiple independent series, each coming from different Data Sources

Pivot Component Supports a multi-dimensional pivot by employing a row and column pivot Pivot Components support either group or time pivots

Scorecard Component Summarizes an entire data set providing a single result instead of slicing by time or group as in the above components

(Record) List Component Displays raw data from Data Sources without performing any summarization Sources without performing any summarization

Image Component Displays an image from the server or from a URL


Component Appearance

Choose the appearance of your component

Drag and drop appropriate fields in the component pane


Components & Series Properties


Edit a Dashboard


Filtering

Filters:– Default– Dynamic (add, replace)– Component– Dashboard– Advanced (and/or) – Saved– Pre-built


Lab 2: Build an ITSM Analysis Dashboards


Lab 3: Build a Scoreboard


Export, Scheduling, Publishing


Export

Click on Export Icon

Several formats:– HTML– MS Word– MS Excel– MS Powerpoint– PDF– Screen shot (PNG)


Lab 4: Export Your Dashboard


Schedule and Publish

Save your Dashboard as a document or import it into a document

Click Schedule Icon

Specify export format, scheduling and delivery location


Lab 5: Create a Document and Schedule it


Auto Refresh


User Experience


User Experience

Self-service User Interface

Mobile Interface

Internal Broadcast on TV monitors (Auto refresh, Large Display Mode)


Xtraction for CA Service Management at Work


Lab 6: Display Your Dashboards


Mixing Data Sources


Lab 7: Build a Multi-Sourced Dashboard


ResultsIn this session you learned about Xtraction for CA Service Management. We built an IT service management (ITSM) dashboard using Xtraction for CA Service Management in only few clicks. We demonstrated the power and value that advanced reporting and dashboards with Xtraction bring to ITSM

Summary


Recommended Sessions

SESSION # TITLE DATE/TIME

AMX37E Hands-on Lab: Get the Most Out of CA Service Management Unified Self-service 11/15/2016 at 1:00 pm

AMX19S Case Study: Going from Zero to 100 in ITSM Without a Seat Belt at Michigan State University 11/16/2016 at 12:45 pm

AMX11S Case Study: Integrating Service Management Processes to Improve Systems Stability and Reduce Outages and Downtime 11/16/2016 at 1:45 pm


Must See Demos

Service Desk and Support Analyst xFlow Experience

Software and Hardware Asset Management

Request Management and Self-service

Management Insights –Reporting and Dashboards


Questions?


Thank you.

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Hands-on Lab: Building Advanced Dashboards with Xtraction for CA Service Management

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