KPI groups installed with Digital Portfolio Management

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read

    • Digital Portfolio Management (DPM) enables you to view standard key performance indicator (KPI) groups that are included with the base system. You can also configure KPIs with the sn_dpm.dpm_admin role.

    Admins view the back-end details of KPI groups by navigating to Digital Portfolio Management > All > KPI Groups.

    In addition to viewing the KPIs that come with the base DPM system, you can also configure them. For more information, see Configure KPIs in Digital Portfolio Management.

    To see the latest score of KPIs, enable the latest score system property. For more information on this system property, see KPI groups in Digital Portfolio Management.

    Table 1. DPM base system KPI groups
    KPI Group Type Contains KPIs Supporting KPIs

    Business application performance

    Business applications
    • Number of incidents
    • Number of problems
    • Number of changes

    No supporting KPIs

    Performance snapshot

    and

    Service metrics

    Service Portfolios

    and

    Services

    		 Availability
    • Outages
    • Average outage duration
    Open incidents
    • P1 Incidents (sum)
    • MTTR (average time to resolve)
    • Incident Customer satisfaction score (CSAT) (average)
    • Incidents with breached service level agreements (SLA) (sum)
    • Incidents not updated for 5 days (sum)
    • Incidents not updated for 30 days (sum)

    Incidents not updated for 5 days (for Performance Snapshot).

    No supporting KPIs

    Mean time to resolve (MTTR) (for Service metrics)

    Average time to resolve all incidents that are P1 to P5.

    New requests

    No supporting KPIs
    Outage and Availability Offerings Total outage minutes
    • Unplanned outage minutes (sum)
    • Degraded outage minutes (sum)
    • Planned outage minutes (sum)
    • New emergency changes (sum)
    Availability
    • Unplanned outages (sum)
    • Average outage duration (average)
    • Degraded outages (sum)
    • Planned outages (sum)
    Incidents Offerings

    New incidents
    • P1 to P4 incidents (average)
    • Incidents caused by change (average)

    Incidents not updated for 5 days

    No supporting KPIs

    Incidents with a breached service level agreement (SLA)

    No supporting KPIs

    Incidents by priority

    No supporting KPIs
    Changes Offerings Open changes
    • High risk changes
    • High priority changes
    • Overdue changes
    New changes No supporting KPIs
    Problems Offerings
    • New problems
    • Problems by priority
    • P1 (critical)
    • P2 (high)
    • P3 (moderate)
    • P4 (low)
    • P5 (planning)
    Catalog Activity Offerings Service requests
    • RITMs closed incomplete (average)
    • Average time to close (average)
    • RITMs closed complete (average)
    • RITMs closed skipped (average)
    Requests by catalog item
    • Catalog activity by item (sum)
    • Average time to close by item (average)
    Service health Application services Critical incidents
    • P1 incidents (sum)
    • P2 incidents (sum)
    • MTTR (average)
    Closed changes
    • Emergency changes (sum)
    • High risk changes (sum)
    Availability insights Application services Availability
    • Unplanned outages (sum)
    • Degraded outages (sum)
    • Planned outages (sum)
    Unplanned outages New emergency changes
    Average outage duration No supporting KPIs

    Portfolio success metrics

    Enterprise portfolios
    • Availability
    • Incidents with a breached SLA
    • Incidents caused by changes
    • Successful changes
    		 No supporting KPIs
    Service CSAT Services
    • Average CSAT
    • CSAT ratings

    Average CSAT is 5 rating (highest) to 1 rating (lowest)
    Note:
    To view more details, select the KPI number. KPI charts aren’t selectable.