Continuous Improvement with CA Service Desk Manager KPIs. Rich Magnuson

Transcription

1 Continuous Improvement with CA Service Desk Manager KPIs Rich Magnuson

2 Terms of This Presentation This presentation was based on current information and resource allocations as of October 2009 and is subject to change or withdrawal by CA at any time without notice. Notwithstanding anything in this presentation to the contrary, this presentation shall not serve to (i) affect the rights and/or obligations of CA or its licensees under any existing or future written license agreement or services agreement relating to any CA software product; or (ii) amend any product documentation or specifications for any CA software product. The development, release and timing of any features or functionality described in this presentation remain at CA s sole discretion. Notwithstanding anything in this presentation to the contrary, upon the general availability of any future CA product release referenced in this presentation, CA will make such release available (i) for sale to new licensees of such product; and (ii) to existing licensees of such product on a when and if-available basis as part of CA maintenance and support, and in the form of a regularly scheduled major product release. Such releases may be made available to current licensees of such product who are current subscribers to CA maintenance and support on a when and if-available basis. In the event of a conflict between the terms of this paragraph and any other information contained in this presentation, the terms of this paragraph shall govern. 2 October 13, 2009 CA Service Desk Manager KPIs Copyright 2009 CA

3 For Informational Purposes Only Certain information in this presentation may outline CA s general product direction. All information in this presentation is for your informational purposes only and may not be incorporated into any contract. CA assumes no responsibility for the accuracy or completeness of the information. To the extent permitted by applicable law, CA provides this document as is without warranty of any kind, including without limitation, any implied warranties or merchantability, fitness for a particular purpose, or non-infringement. In no event will CA be liable for any loss or damage, direct or indirect, from the use of this document, including, without limitation, lost profits, lost investment, business interruption, goodwill, or lost data, even if CA is expressly advised of the possibility of such damages. 3 October 13, 2009 CA Service Desk Manager KPIs Copyright 2009 CA

4 Abstract > Learn how to measure your processes using Out-Of-The- Box KPI reports and advance towards the ITIL continuous improvement goal. This lab will demonstrate the use of CA Service Desk Manager's Key Performance Indicators in enhancing the IT experience. 4 October 13, 2009 CA Service Desk Manager KPIs Copyright 2009 CA

5 Agenda > Introduction to KPIs in CA Service Desk Manager > Creating and Configuring KPIs > Hands-On: Leveraging KPIs via CA Business Intelligence 5 October 13, 2009 CA Service Desk Manager KPIs Copyright 2009 CA

6 Lab Setup > Credentials: administrator/unicenter > To start/stop SDM and BOXI: Start Start & Stop Services CA Service Desk Manager [Start Stop].cmd > To start/stop just SDM: Start Start & Stop Services Individual Solution Components Service Desk & CDMB [Start Stop].cmd > SDM URL: 6 October 13, 2009 CA Service Desk Manager KPIs Copyright 2009 CA

7 What are CA Service Desk Manager KPIs? > SDM provides mechanics to create, track and report on key performance indicators for business intelligence and continuous improvement > KPIs are metrics that capture an aspect of SDM business or system data at regular intervals > Data interpreted and analyzed via reports 7 October 13, 2009 CA Service Desk Manager KPIs Copyright 2009 CA

8 Examples of KPIs and Potential Reports KPI Number of Requests in, Open status Number of web logon sessions Potential Report Average number of Open requests per day in the past 30 days Maximum number of web users per day Peak usage times per day 8 October 13, 2009 CA Service Desk Manager KPIs Copyright 2009 CA

9 How CA Service Desk Enables KPIs > Define one or more metrics in the SDM UI to track Metrics are always the count, sum, duration or max of a query > At regular intervals, SDM captures and writes the metrics to the DBMS > Site authors reports or other analysis tools to interpret the data CA Business Intelligence, supplied with CA SDM, includes reporting tools and sample reports 9 October 13, 2009 CA Service Desk Manager KPIs Copyright 2009 CA

10 Viewing KPIs > Select Administration tab; click on Service Desk KPIs in the left-hand navigation menu > Expand Search filter Set Active dropdown to Inactive ; press Search 10 October 13, 2009 CA Service Desk Manager KPIs Copyright 2009 CA

11 Viewing KPIs > When activated, a KPI captures one row of data at a regular interval Example below records number of unassigned Changes every hour 11 October 13, 2009 CA Service Desk Manager KPIs Copyright 2009 CA

12 KPI Types > Three types of KPIs System: hard coded KPIs for system metrics; users cannot add these Stored Query: calls a standard Stored Query and records its count SQL: the most flexible; executes a standard SQL statement and records its count, duration, max or sum > Ticket metrics available by activating Option, kpi_ticket_data_table Records ticket attribute changes 12 October 13, 2009 CA Service Desk Manager KPIs Copyright 2009 CA

13 Anatomy of a (SQL) KPI > Version: Tracks changes to KPI > Metric Type: Count, Duration, Sum, Max > Refresh Time: Frequency of data capture > SQL Query: SQL statement for metric its result is stored in usp_kpi_data 13 October 13, 2009 CA Service Desk Manager KPIs Copyright 2009 CA

14 The KPI DBMS Table > KPI data stored in the table, usp_kpi_data One row per KPI, per collection point kpi_id column references KPI record > Ticket change data is in, usp_kpi_ticket_data > See Technical Reference Guide for detailed description of each column 14 October 13, 2009 CA Service Desk Manager KPIs Copyright 2009 CA

15 KPI Example Each KPI writes its own row to the DBMS according to the Refresh Time interval 15 October 13, 2009 CA Service Desk Manager KPIs Copyright 2009 CA

16 Sample usp_kpi_ticket_data Extract > Example shows changes over time to a specific Request First row is insertion Next few rows show changes to its status attribute Includes values for both the common name ( Acknowledged ) and the data record (id 5209 in the crs table) 16 October 13, 2009 CA Service Desk Manager KPIs Copyright 2009 CA

17 Administration Notes > Most out-of-box KPIs shipped as Inactive Ticket KPIs activated by Options Manager > Minimum recording interval is 10 minutes > Optionally specify a user on KPIs to apply data partitions > Archive/Purge rules provided for KPI data > KPIs support multi-tenancy KPI definitions are tenant optional; ticket data is tenant required 17 October 13, 2009 CA Service Desk Manager KPIs Copyright 2009 CA

18 Administration Notes, continued > For ticket KPIs, recorded attributes are specified with the KPI UI_INFO flag set in Web Screen Painter > Multiple Object Engines (domsrvr) and Web Engines generate seemingly duplicate data Each server reports its own statistics If three web engines are configured, the web license count KPI will generate three rows with the same (or very close) KPI id and system time, but with their own license count value > Further information in the Administration Guide and online help 18 October 13, 2009 CA Service Desk Manager KPIs Copyright 2009 CA

19 Leveraging KPI data > KPI data is not presented in the SDM user interface it is processed and presented in reports > CA Business Intelligence provides jumpstarts Collection of KPI columns, measures and filters for use in Business Objects reports Three sample KPI Crystal reports 19 October 13, 2009 CA Service Desk Manager KPIs Copyright 2009 CA

20 Lab Exercise: Creating a Simple KPI Report > Author a report using Business Objects Desktop Intelligence to display maximum number of web licenses utilized per day Your SDM installation has very small number of logons from the past 9 months 20 October 13, 2009 CA Service Desk Manager KPIs Copyright 2009 CA

21 Launch Desktop Intelligence > Start Business Objects XI Release 2 BusinessObjects Enterprise BusinessObjects Enterprise Java InfoView Login: administrator Password: unicenter Authentication: Enterprise 21 October 13, 2009 CA Service Desk Manager KPIs Copyright 2009 CA

22 Create New Report > Select Universe Data Access 22 October 13, 2009 CA Service Desk Manager KPIs Copyright 2009 CA

23 Select CA Service Desk Universe 23 October 13, 2009 CA Service Desk Manager KPIs Copyright 2009 CA

24 Blank Report Form > Empty report form, with classes and objects on left > All KPI objects in "Key Performance Indicator folder 24 October 13, 2009 CA Service Desk Manager KPIs Copyright 2009 CA

25 > Drag KPI objects to right-hand panes to build report > From Kpi Data folder, drag to Result Objects pane: Kpi Name Time Stamp 25 October 13, 2009 CA Service Desk Manager KPIs Copyright 2009 CA

26 > From Kpi Measures folder, drag, Max Kpi Value to Result Objects pane 26 October 13, 2009 CA Service Desk Manager KPIs Copyright 2009 CA

27 > Switch to Filter view (bottom left radio button) > From Kpi Filters folder, drag to Conditions pane: Collected System KPI Counts Kpi Data Time Stamp Range 27 October 13, 2009 CA Service Desk Manager KPIs Copyright 2009 CA

28 > Click Run button to view results Earliest Measurement Date: 1/1/2009 Latest Measurement Date: 10/10/2010 (or today s date) Select System Kpi (use Values button): Number of webengine Licenses 28 October 13, 2009 CA Service Desk Manager KPIs Copyright 2009 CA

29 Report Results, First Run > Lists max number of licenses each hour 29 October 13, 2009 CA Service Desk Manager KPIs Copyright 2009 CA

30 Refactoring Report > Modify report to display maximum number of concurrent license usage by day > Add new variables, reformat report layout 30 October 13, 2009 CA Service Desk Manager KPIs Copyright 2009 CA

31 > Right click in Data tab, select, New Variable 31 October 13, 2009 CA Service Desk Manager KPIs Copyright 2009 CA

32 Add Day Only Variable > Name: Day Only > Qualification: Dimension 32 October 13, 2009 CA Service Desk Manager KPIs Copyright 2009 CA

33 Modify Day Only Formula 33 October 13, 2009 CA Service Desk Manager KPIs Copyright 2009 CA

34 Add Max Per Day varible > Name: Max per Day > Qualification: Measure 34 October 13, 2009 CA Service Desk Manager KPIs Copyright 2009 CA

35 Modify Max Per Day Formula 35 October 13, 2009 CA Service Desk Manager KPIs Copyright 2009 CA

36 Delete Existing Table > Switch to Structure Mode: View Structure Mode > Right click on every table cell and select Delete 36 October 13, 2009 CA Service Desk Manager KPIs Copyright 2009 CA

37 Insert new Table with Two Columns > Select Insert Table from menu > Select radio button, Use existing data from the document 37 October 13, 2009 CA Service Desk Manager KPIs Copyright 2009 CA

38 Add Table Variables > Select variables, Day Only and Max per Day > Click Finish 38 October 13, 2009 CA Service Desk Manager KPIs Copyright 2009 CA

39 Success! > Report displays maximum number of licenses per day Sample VM image data is not too interesting > Report may be formatted to taste > Publish to InfoView for use by Service Desk users 39 October 13, 2009 CA Service Desk Manager KPIs Copyright 2009 CA

40 Questions 40 October 13, 2009 CA Service Desk Manager r12.5 Sneak Peek Copyright 2009 CA