Performance Analytics ITSM Dashboards

Release version: Washingtondc

Updated February 1, 2024

1 minute to read

The ITSM Dashboards content pack provides several Platform Analytics Solutions that contain preconfigured dashboards. This content pack also includes several dashboards and indicators of its own. These dashboards contain actionable data visualizations that help you improve your business processes and practices.

Platform Analytics data visualizations use Performance Analytics indicator data to show you data over time, helping you analyze your business processes and identify areas of improvement. With Platform Analytics Solutions, you can get value from Performance Analytics for your application with minimal setup. You can always create your own objects as well.

Important:

Set up and test Platform Analytics Solutions on a non-production instance before enabling them in production.

To enable the solution plugin for ITSM dashboards, an admin can navigate to System Definitions > Plugins and activate the Performance Analytics - Content Pack - ITSM Dashboards plugin.

ITSM Dashboard solutions

The ITSM Dashboards plugin (com.snc.pa.itsm_dashboards) activates the following solutions, along with a set of additional dashboards:

Change Management (com.snc.pa.change)
Problem Management (com.snc.pa.problem)
Incident SLA (com.snc.pa.sla)
Major Incident Management (com.snc.pa.incident.mim)
Spotlight - Incident Spotlight Content Pack (com.snc.pa.spotlight.incident)
Note:
For Performance Analytics Spotlight solutions, see Activate Analytics and Reporting Spotlight solutions.
Fixed Costs (com.snc.fixed_costs)

Inactive dashboards

Some dashboards in this content pack are inactive when installed. Complete configuration and run data collection jobs before you activate these dashboards. You can activate dashboards in Dashboard Properties, accessible from the context menu. You have to assign an owner to the dashboard to activate it. For more information about configuring Platform Analytics Solutions, see Configure Platform Analytics Solutions

Add Self-Service Analytic widgets to the ITSM dashboards

If you have Self-Service Analytics activated on an instance, you can add Self-Service analytics widgets to your Performance Analytics dashboards or a Service Portal. To obtain a ready-made set of indicators and breakdowns, activate the Self-Service Analytics PA (com.snc.pa.self_service_analytics) plugin. Find the Self-Service indicators through the Performance Analytics Admin Console, then create widgets and add them to your dashboard or portal. Also activate the [SSA] Self-Service Analytics data collection job.