The BRM Accelerator › How to Set Up the BRM Accelerator › Set Up Service Desk Integration › Relevant BRM Portlets

Relevant BRM Portlets

The following lists and describes BRM Accelerator portlets that use the data imported from Service Desk and how they retrieve the data:

Service Delivery stoplight

This stoplight on the provider portal page is based on open incidents for all the customers that subscribe to the service. The data is retrieved as follows:

1. Each customer open incident data is considered.
2. The open incident data is compared to the incident threshold on their subscriptions.
3. The stoplight is determined. Then, compared across each subscribing customer stoplights to see what the overall stoplight is.

Customer Watch portlet

This portlet on the Service Layout: Dashboard page is a bubble chart that uses the number of open incidents for one customer subscribing to a service. The portlet retrieves this data using an individual customer open incident count for a specific service.

New Incidents Trend portlet

This portlet on the Service Layout Dashboard page and the provider dashboard page of department layout uses created incidents logged by all the customers subscribing to a specific service. The portlet gathers the data using the created incidents for the past six months. Also considers the current month for each customer that has a subscription to the service. The portlet also shows a threshold line, based on manual entry of a target value for the created incident key metrics. Only one target line appears that aggregates the target values for all customers.

Open Incidents by Customer portlet

This portlet on the service incidents analysis and provider portal pages uses open incidents by customer for a specific service. The portlet derives the data by selecting the open incidents that a customer logs against any service that the provider department includes as an investment.

Customer Scorecard portlet

If the open incident count is beyond the threshold on the subscription definition, the Customer Scorecard portlet shows a stoplight for each customer per service. In alternative forms, the portlet shows the incident count in aggregate. The aggregate represents whether the customer has an incident count beyond threshold on any service or not.

Open Incidents by Service portlet

This portlet on the provider portal page uses open incidents for a specific service. The portlet derives this data by aggregating the open incidents for each customer that has a subscription to the service.

Services Incident Watch portlet

This portlet on the provider portal page uses open incidents per service. The portlet derives this data by aggregating the open incidents that customers have logged against each service that the provider department includes as an investment.

Open and Closed Incidents portlet

The portlet on the provider portal page uses created incidents and closed incidents across all services that the provider department has as an investment. The portlet retrieves the data by aggregating both created and closed incidents. The customers log such incidents against each service that the provider department includes as an investment.