Hands-On Lab: Let's Build an ITSM Dashboard

ca Intellicenter

Hands-on Lab: Let's Build an ITSM Dashboard

Christophe Trinquet

ICX16L #CAWorld

Principal Engineering Services Architect, SWAT TeamCA Technologies

2 © 2014 CA. ALL RIGHTS RESERVED.

Abstract

Having the right information at your fingertips at exactly the right moment to get that project approved is critical. Static dashboards are no longer acceptable. This presentation shows how to build an ITSM dashboard, then change it is seconds, seeing the power and value that advanced reporting and dashboards bring to ITSM.

Christophe Trinquet

CA Technologies

Principal Engineering Services Architect, SWAT Team


Agenda

INTRODUCTION

XTRACTION OVERVIEW AND BENEFITS

DEMONSTRATION

HANDS-ON LABS

1

2

3

4

Introduction


Benefits of Digital Dashboards

“Digital dashboards allow managers to monitor the contribution of the various departments in their organization. To gauge exactly how well an organization is performing overall, digital dashboards allow you to capture and report specific data points from each department within the organization, thus providing a ‘snapshot’ of performance.”

Source: Wikipedia


Benefits of Digital Dashboards

See 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.

http://www.targetdashboard.com/site/Dashboard-Best-Practice/Management-Report-and-Dashboard-best-practice-index.aspx

Xtraction for CA Service Management


Xtraction for CA Service ManagementCapabilities 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®, Xcel®, PowerPoint®, etc.

Mobile access. Access via iPad® and other devices

No database table structure. Create dashboards without specialized knowledge.



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


Xtraction for CA Service Management delivers business value.

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.

Lab 1: Overview of Xtraction for CA Service Management


Xtraction Overview

Connect to Xtraction as a self-service user:http://itasm/xtraction

User: jmccarthy

Password: ca

http://itasm/xtraction


Open an existing dashboard.


Viewer Capabilities

Use dynamic filtering.

Export-as-a-screen.

Save dashboard as a link.

Toggle component view.

Display record list.

Display ticket in CA Service Desk Manager.


Xtraction Overview

Connect to Xtractionas a power user:http://itasm/xtraction

User: lklein

Password: ca

http://itasm/xtraction


Open and edit a dashboard.

Lab 2: Build ITSM analysis dashboards.


Create a new dashboard.


Components


Incidents by Last Month, Group and Category


Incidents Analysis for Last Six Months


Group Activity


Group Activity

Pivot ComponentGroup pivots

Lab 3: Scoreboard


Scoreboard: 9 KPIs


Scoreboard Component


Conditions and Filtering


Format Rules


Save your ScoreBoard.

Lab 4: Multi-sources Dashboard


Multi-sources Dashboard


Multi-sources Dashboard with Filter on Periods

Lab 5: Display your dashboards.


Favorites

Create a favorite folder.


Favorites

Add your dashboardsin favorite folder.


Load favorites in the auto refresh and cycle box.

Lab 6: Export your dashboard.


Export your dashboard.

Lab 7: Create a document and schedule it.


Create a document from document designer.


Import dashboard(s) in your document and save.


Schedule your document.


View scheduled tasks.


View documents.


Summary

After an overview of the capabilities and the benefits of Xtraction for

CA Service Management, this hands-on lab gave you the opportunity to

create and design interactive dashboards to get deep, real-time

management insight and transparency into service demand, use and issues

across the entire Service Management area. All of these dashboard have

been built using OOTB Connectors.


For More Information

To learn more about Management Cloud,

please visit:

http://bit.ly/1wEnPhz

Insert appropriate screenshot and text overlayfrom following “More Info Graphics” slide here;

ensure it links to correct pageManagement Cloud






For Informational Purposes Only

© 2014 CA. All rights reserved. All trademarks referenced herein belong to their respective companies.

This presentation provided at CA World 2014 is intended for information purposes only and does not form any type of warranty. Some of the specific slides with customer references relate to customer's specific use and experience of CA products and solutions so actual results may vary.

Terms of this Presentation

Hands-On Lab: Let's Build an ITSM Dashboard

Technology

Transcript of Hands-On Lab: Let's Build an ITSM Dashboard