Summary
Integration Catalog
Reference
Description
This out-of-the box data integration imports HP Business Service Management (BSM) data into Executive Scorecard. The data is then combined with other data sources, transformed, analyzed, and loaded as metrics on a series of Executive Scorecard tabs.
The BSM data includes business service data, SLM, and Service Health Statuses and is used to build key performance indicators (KPIs) for an executive level view of the organization.
The data warehouse is the repository for key business data that supports queries, reports, and populates business analytics. The content of the data warehouse originates with external applications such as HP Business Service Management. The data warehouse enables data integration and promotes data consolidation by using consistent data models regardless of the disparate data models among different data sources. The data warehouse software relies on common data models that support each phase of the Extract, Transform, and Load (ETL) process.
The ETL process is an end-to-end transfer of external source data through several staging layers and into the target layer of the data warehouse. The data warehouse uses the ETL process to extract, consolidate, and transform the source data into a meaningful target model that populates relevant business analytics.
The ETL process is delivered as an Integration Content Pack (I-CP) , which is an independent software component that can be installed, updated, and managed independently from the underlying platform.
The actual extraction from BSM happens through utilization of the BSM REST API.
For RTSM (also known as ODB), it uses the RPC API.
The section below lists the KPIs that display the data extracted from the data source and provides a description of the KPIs and the business motivation for each KPI.
% Availability of Services KPI
- Business Questions: Make sure our service availability is meeting customer expectations.
- Business Objective: Improve Quality of Delivery
- Description: The number of available services relative to the total number of services during the measurement period.
- Context: AvailabilityManagement
- Data Source: BSM
% of Affected End Users by Application Quality KPI
- Business Questions: Make sure that the number of users not affected by application faults is adequate.
- Business Objective: Improve Customer Satisfaction
- Description: The number of users affected by application faults relative to the total number of users during the measurement period.
- Context: ApplicationPerformance
- Data Source: BSM
% of Applications Availability KPI
- Business Questions: Make sure our application availability procedures are efficient.
- Business Objective: Improve Customer Satisfaction
- Description: The number of available applications relative to the total number of applications during the measurement period.
- Context: AvailabilityManagement
- Data Source: BSM
% of Failed Business Transactions KPI
- Business Questions: Make sure that the number of successful transactions in all critical applications is adequate.
- Business Objective: Improve Quality of Delivery
- Description: The number of failed transactions in all critical applications relative to the total number of transactions in all critical applications during the measurement period.
- Context: ApplicationPerformance
- Data Source: BSM
% of Met Application Performance KPI
- Business Questions: Make sure our critical application performance is adequate.
- Business Objective: Improve Customer Satisfaction
- Description: The number of critical applications with an Application Performance KPI with an OK status relative to the total number of critical applications with an Application Performance KPI with any status.
- Context: AvailabilityManagement
- Data Source: BSM
% of Met Service Performance KPI
- Business Questions: Make sure our service performance is meeting expectations.
- Business Objective: Improve Customer Satisfaction
- Description: The number of periods when service performance was met, relative to the total number of periods included in the measurement period.
- Context: AvailabilityManagement
- Data Source: BSM
% of Met SLAs KPI
- Business Questions: Make sure that our SLAs meet the goal, over time.
- Business Objective: Improve Customer Satisfaction
- Description: The number of met SLAs relative to the total number of SLAs that are ongoing during the measurement period.
- Context: SLM
- Data Source: BSM
% of Monitored Applications KPI
- Business Questions: Make sure our business application monitoring procedures are efficient.
- Business Objective: Reduce Risk
- Description: The number of business applications that are monitored relative to the total number of applications
- Context: ApplicationPerformance
- Data Source: BSM
% of Non-Encrypted Traffic KPI
- Business Questions: Make sure that the quantity of encrypted traffic is adequate.
- Business Objective: Reduce Risk
- Description: The quantity of non-encrypted traffic relative to the total traffic during the measurement period based on Real User Monitor (RUM) captured data.
- Context: ApplicationPerformance
- Data Source: BSM
Average Availability Rating KPI
- Business Questions: Perception is reality. A lower rate (3.5 or less) could be an indication of real issues or could be an indication of misaligned expectations.
- Business Objective: Application Transformation
- Description: Qualitative assessment of availability based on periodic survey results and expert opinion.
- Context: ApplicationPortfolioManagement
- Data Source: BSM
Average Maintainability Rating KPI
- Business Questions: Perception is reality. A lower rate (3.5 or less) could be an indication of real issues or could be an indication of misaligned expectations.
- Business Objective: Application Transformation
- Description: The qualitative assessment of maintainability based on periodic survey results and expert opinion.
- Context: ApplicationPortfolioManagement
- Data Source: BSM
Average Performance Rating KPI
- Business Questions: Perception is reality. A lower rate (3.5 or less) could be an indication of real issues or could be an indication of misaligned expectations.
- Business Objective: Application Transformation
- Description: Qualitative assessment of performance based on periodic survey results and expert opinion..
- Context: ApplicationPerformance
- Data Source: BSM
Mean Time Between Failures of Services KPI
- Business Questions: Enables service managers to identify the most troublesome incidents, determine how to address the incident categories that have the lowest mean time between failures (MTBF), and continuously improve the most frequently occurring incident categories.
- Business Objective: Improve Quality of Delivery
- Description: The average time between service failures.
- Context: AvailabilityManagement
- Data Source: BSM
Mean Time to Repair a Service KPI
- Business Questions: The Mean Time to Repair (MTTR) report illustrates the influence of the average incident time, in hours, needed to resolve incidents of a particular category so that service managers can determine which issues require additional training or which third-party relationships to address. The subclass of the report enables service managers to determine which types of issues are most difficult to resolve. Managers learn where training or third-party support is necessary. They can focus on issues that take longer to address but do not necessarily occur in large numbers.
- Business Objective: Improve Responsiveness
- Description: This KPI helps Call Center managers and Service managers identify the top incident categories by their MTTR for the organization. Managers can then assign and train resources to address the state of the organization's support activities and lead any issues where trends dictate that particular incident categories are more visible whether there are relationships between the trends of difficult issues to address based on their resolution times.
- Context: AvailabilityManagement
- Data Source: BSM
General
Leading Product:
IT Business Analytics
Secondary Product:
APM (BSM)
4/14/2018
Documentation
Content Reference Guides zip file can be found using the following link, Please unpack the zip and take the relevant Content Reference Guide:
http://support.microfocus.com/kb/kmdoc.php?id=KM01010240/binary/XS_9.50_ContentReferenceGuides.html
Support Matrix
| APM (BSM) | ||
| IT Business Analytics | ||
Generated: 6/11/2018 4:40:54 AM