Managing Your Business, Service, and IT Units › Service Dashboard (BRM Accelerator) › Service Health (BRM Accelerator)

Service Health (BRM Accelerator)

This portlet contains a list of metrics. Each metric appears with a stoplight to indicate its status. The service owner can quickly determine service areas that:

The data is displayed for currently active and approved investments, change orders, and risks or those that are waiting to begin. Investments that are cancelled or completed are not included.

Data on this portlet is derived from a set of user-defined key metrics on the Subscription Properties: Key Metrics page. These metrics include a target start and finish and an actual start and finish displayed by time period.

Service Health is presented in a hierarchical grid containing the Metric and Status columns. The top-level metrics of this portlet (Service Support, Management, and Projects and Change Orders) each have a stoplight. The top-level stoplights aggregate or roll-up all the included stoplights.

When you expand the top-level metrics, the following additional metrics are available:

Value

Displays all the key metrics that have the Value type. If values below the threshold are desirable, the following stoplights appear:

If values above the threshold are desirable, the following stoplights appear:

Click the Value metric link to go to the Metrics portlet pre-filtered to display only the Value tagged key metrics for department subscriptions. The portlet displays data in a grid format with embedded time-scaled value (TSV) graphs. The number of rows in this portlet is based on the number of key metrics there are for a given type and on the selected value from the drop-down (that is, Closed Incidents, Created Incidents, Other, Utilization, or Value).

By default, the TSV section uses a time period of the past three months and the next three months based on the current date. The actual value and the threshold value are displayed for comparison.

ROI

Indicates the return on investment. Click the ROI metric link to go to the Service Properties: Budget page for the selected service. The following stoplights appear:

Utilization

Displays all key metrics that have the Utilization type. If values below the threshold are desirable, the following stoplights appear:

If values above the threshold are desirable, the following stoplights appear:

Click the Utilization metric link to go to the Metrics portlet pre-filtered to display only the Utilization tagged key metrics for department subscriptions. The Metrics portlet is described in the Value metric section.

Incidents

This metric is determined based on the aggregation of open incidents for any customer subscribing to the service. The Incidents Threshold attribute on the Subscription Properties: Main page stores the incident threshold value. The following stoplights appear depending on the number of open incidents:

Click the Incidents metric link to go to the Service Incidents Analysis page. It is a portlet page used to house the incident portlets that are part of the Service Dashboard drill downs. It includes the following portlets:

New Incidents Trend

Provides information about the number of created or new incidents filed over a six month time period, including the current month. Incident data is retrieved from Service Desk using the Import Data job. You can also manually enter created incident data from the Subscription Properties: Key Metrics page. Choose Created Incidents for the key metric type, and enter the target and actual values for each desired time period.

New Incidents Trend is presented in a grid with a histogram. The Customer column displays the department name and the Service column displays the service name to which the customer has subscribed. One portion of the histogram displays the total number of new incidents by customer for this specific service across the past six months (including the current month). The second portion displays the threshold line for the created incidents. This could be different for each customer and is part of the target values for each created incident row.

Open Incidents by Customer

Graphically Displays open incidents categorized by customer. Incident data is retrieved from Service Desk using the Import Data job. Data appears in columns and shows the total number of open incidents for this specific service for each customer. The X axis displays customers and the Y axis displays the number of incidents.

SLA

This metric is based on each subscribing customer’s service level agreement (SLA) violations. Anything above the threshold is considered undesirable. The following stoplights appear depending on the number of SLA violations:

Click the SLA metric link to go to the Customer Scorecard portlet which lists specific service metrics broken out by the customers for this service. Data appears as a grid showing stoplights and stack bars for certain metrics for all the customers of the selected service. The following columns are included:

Customer

The name of the customer department subscribing to the service.

Charges

The subscription charges for the department.

Incidents

The total number of open incidents across all customers for this specific service. The following stoplights appear:

  • Red. The incidents are >30% above their designated threshold.
  • Yellow. The incidents are >10% above their designated threshold.
  • Green. The incidents are <=10% above their designated threshold.
Satisfaction

This column refers to the Customer Satisfaction Rating field on the Subscription Properties: Main page. The following stoplights appear:

  • Red. The customer is <50% satisfied.
  • Yellow. The customer is <80% satisfied.
  • Green. The customer is >=80% satisfied.
SLA

This column refers to the SLA Violations Threshold field on the Subscription Properties: Main page. The following stoplights appear:

  • Red. The customer is over their threshold limit.
  • Yellow. The customer is between 1 and their threshold limit. For example, if threshold is 3, then the numbers for a yellow stoplight can be 1, 2 and 3.
  • Green. SLA violations is zero in this case.
Satisfaction

This metric derives its data from the Customer Satisfaction Rating field located on the Subscription Properties: Main page. The value in this field is a percentage between 1 and 100. The following stoplights appear depending on the satisfaction rating:

  • Red. A customer’s satisfaction is <50%.
  • Yellow. A customer’s satisfaction is <80% (if no red, then checks for yellow).
  • Green stoplight. A customer’s satisfaction is >=80%.

Click the Satisfaction metric link to go to the Customer Scorecard portlet. This portlet is described in the SLA metric section.

Budget

This metric is determined based on the comparison of the actual costs and the planned costs from the beginning of the year to the date of the latest actuals. Click this metric link to go to the Service Financial Plan page which lists the cost plans for the specific service. The following stoplights appear for this metric depending on the comparison value:

  • Red. The comparison value is >120% of the planned cost.
  • Yellow. The comparison value is >100% of the planned cost (if no red, then checks for yellow).
  • Green. The comparison value is <=100% of the planned cost.
Cost Recovery

This metric is based on recovered costs in comparison to the total costs for the service for the current year. The total costs are the actual costs for the service as calculated on the Service Hierarchy: Financial Rollup page (under the Hierarchy tab). The recovered costs are calculated from the transactions listed on the Chargebacks tab and includes all recovered costs for the current calendar year. Click the Cost Recovery link to refresh the page.

The following stoplights appear for this metric depending on the costs recovered:

  • Red. The costs recovered are <80% of the total actual costs over the current year.
  • Yellow. The costs recovered are <100% of the total actual costs over the current year (If no red, then checks for yellow).
  • Green stoplight. The costs recovered are >=100% of the total actual costs over the current year.
Workload

This metric is based on the sum of the actuals and ETC for the past month and the current month in comparison to the baseline work for the service over the same time period. This does not include any actuals, ETC, and baseline work of the child investments for the service. Click this metric link to go to the Service Hierarchy: Effort Rollup page. This page displays how the allocations of the child investments roll up to the parent investment on the service hierarchy.

The following stoplights appear for this metric depending on the workload:

  • Red. The workload is >120% of baseline work.
  • Yellow. The workload is >100% of the baseline work (if no red, then checks for yellow).
  • Green. The workload is <=100% of the baseline work.
Compliance

This metric aggregates all the service compliance factors. Click this metric link to go to the Service Properties: Compliance page. The following stoplight definitions are based on the overall Compliance stoplight that aggregates all the compliance fields on the Service Properties: Compliance page:

  • Red. The Compliance attribute on the Service Properties: Compliance page has a red stoplight.
  • Green. The Compliance attribute on the Service Properties: Compliance page has a green stoplight.
Assets and Applications

This stoplight represents a single aggregated compliance value for both the Assets and Applications compliance pages. Click this metric link to go to the Service Assets page which displays portlets for the assets and the applications assigned to this service.

The following stoplight definitions are based on the overall Compliance stoplight that aggregates all the compliance fields on the Service Assets page:

  • Red. One or more of the aggregated asset or application compliance metrics are red.
  • Yellow. One or more of the aggregated asset or application compliance metrics are yellow and none are red.
  • Green. One or all of the aggregated asset or application compliance metrics are green and none are red or yellow.
Projects

This metric is based on the aggregation of the Status Indicator field across all projects associated with the service through it’s hierarchy.

The following stoplights appear depending on the project status:

  • Red. A project associated to the service has a red status indicator.
  • Yellow. A project associated to the service has a yellow status indicator.
  • Green. A project associated to the service has a green status indicator.
Milestones

This metric is based on the completion date for key tasks that belong to projects associated with the service hierarchy. It does not include any tasks that are tagged as Change Orders.

The following stoplights appear depending on the key task milestones:

  • Red. A key task that was due within a three month window (including the current month, the prior month, and the next month) is more than two weeks beyond the baseline finish date.
  • Yellow. A key task that was due within a three month window is more than two days beyond the baseline finish date (if no red, then checks for yellow).
  • Green. If there are no red or yellow stoplights, green appears.

Click the Milestones metric link to go to the Service Key Tasks and Milestones page. This page includes the Key Tasks and Milestones portlet that uses the key tasks data in CA Clarity PPM. This portlet only displays those key tasks that belong to the investments that are listed on the service’s Hierarchy tab.

The data is selected based on the following field values:

  • Project Status. Approved
  • Project Active Field. Checked
  • Project Progress. Started, Not Started
  • Task Status. Started, Not Started
  • Task Percent Complete. Must be <100%

Data on this portlet appears as a grid displaying data for up to three months in the future, including the current month.

The following columns appear:

  • Project. The project name attribute on the Project object. Clicking a project name link takes you to the Project Properties: Main page.
  • Name. The task name attribute on the Task object. Clicking a task name takes you to the Task Properties page.
  • Start. The Start Date attribute on the Task object.
  • Finish. The Finish Date attribute on the Task object.
  • Status. The Status attribute on the Task object.
  • % Complete. The percent completed attribute on the Task object.
  • Gantt. The Gantt chart uses the current baseline and the finish date for the Gantt bars. It uses the same stoplight rule to color the Gantt chart as the Milestones stoplight on the Service Health portlet.
Risks

This metric is based on the aggregation of project risks and change order (task) risks. Project risk is an attribute on the Project object. Change order and task risks are attributes on the Task object. The data is pulled from the investments on the service’s hierarchy.

The following stoplights appear depending on the nature of the risks:

  • Red. There are one or more high priority risks.
  • Yellow. There are one or more medium priority risks.
  • Green. There are no high or medium priority risks.

Click the Risks metric link to go to the Service Risks page which includes the Risks portlet. This portlet is similar to the Milestones portlet and includes risks for projects and change orders (tasks) that are part of the service’s hierarchy.

The data is selected based on the following field values:

  • Project Status. Approved
  • Project Active Field. Checked
  • Project Progress. Started, Not Started
  • Task Status. Started, Not Started
  • Task Percent Complete. Must be <100%
  • Task Type. Change Order
  • Risk Status. Open, Work in Progress

The portlet displays data in grid format for up to three months into the future, including the current month. All the tasks associated to a project are displayed, including those tasks with change order associations.

The following columns are included:

  • Project. The Name attribute on the Project object. Clicking a project name takes you to the project dashboard.
  • Risk. The Name attribute on the Risk object. Clicking a risk name takes you to the risk properties page.
  • Change Order. The Name attribute on the Change Order (Task) object. Clicking a change order name takes you to the task properties page.
  • Priority. The priority attribute on the Risk object.
  • Owner. The assigned owner for the risk. This is the Owner attribute on the Risk object.
  • Impact. The Impact attribute on the Risk object. The following stoplights appear:

    Red. The risk impact is high.

    Yellow. The risk impact is medium.

    Green. The risk impact is neither high nor medium.

Probability

The Probability attribute on the Risk object. The following stoplights appear:

  • Red. The risk probability is high.
  • Yellow. The risk probability is medium.
  • Green stoplight. The risk probability is neither high nor medium.
Status

The value from the Status field drop-down (Open, Work in Progress, Resolved, or Closed).

Change Orders

The Task Finish Date attribute is used in this stoplight. Only those tasks are selected that have been labeled as “Change Orders” with the Task Type attribute. Click this metric link to refresh the page. The following stoplights appear:

  • Red. Any change order that was due within a three month window (starting from the current date, including one month before and one month after) is more than two weeks beyond the baseline finish date.
  • Yellow. Any change order that was due within a three month window, is more than two days beyond the baseline finish date.
  • Green. Any change order that was due within a three month window, is less than or equal to two days beyond the baseline finish date.

More information:

Service Desk Integration