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 Team
CA Technologies

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© 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

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Agenda
INTRODUCTION
XTRACTIONOVERVIEW AND BENEFITS
DEMONSTRATION
HANDS-ON LABS
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Benefitsof 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

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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 collectedbusiness 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.

Xtractionfor CA Service Management

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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.

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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

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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.

Lab1: Overviewof Xtraction for CA Service Management

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XtractionOverview
Connectto Xtraction as a self-service user: http://itasm/xtraction
User:jmccarthy
Password:ca

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Open an existingdashboard.

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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.

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XtractionOverview
Connectto Xtractionas a power user:
http://itasm/xtraction
User:lklein
Password:ca

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Open and edita dashboard.

Lab2: BuildITSM analysisdashboards.

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Createa new dashboard.

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Components

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Incidents by Last Month, Group and Category

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Incidents Analysisfor Last Six Months

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Group Activity

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Group Activity
Pivot Component
Group pivots

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Group Activity
Pivot Component
Group pivots

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Scoreboard: 9 KPIs

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Scoreboard Component

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Conditions and Filtering

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Format Rules

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Save yourScoreBoard.

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Multi-sources Dashboard

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Multi-sources Dashboard withFilteron Periods

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Favorites
Createa favorite folder.

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Favorites
Add your dashboardsin favorite folder.

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Loadfavorites in the auto refreshand cycle box.

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Export yourdashboard.

Lab7: Createa document and scheduleit.

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Createa document fromdocument designer.

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Import dashboard(s) in yourdocument and save.

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Schedule yourdocument.

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Viewscheduledtasks.

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Viewdocuments.

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Summary
After an overview of the capabilities and the benefits of Xtractionfor 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.

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© 2014 CA. All rights reserved.
CA Service Desk Manager
CA Technologies
CA Service Catalog
CA Technologies
Related Technologies
Xtraction for CA Service Management
CA Technologies
CA IT AssetManager
CA Technologies

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For More Information
To learn more about Management Cloud, please visit:
http://bit.ly/1wEnPhz
Insert appropriate screenshot and textoverlayfrom following“More Info Graphics” slide here; ensure it links to correct page
Management Cloud

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For Informational Purposes Only
© 2014CA. 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 solutionssoactual results may vary.
Terms of this Presentation

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

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