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BMC Remedy ITSM Request Management Dashboard

Last modified: May 23, 2019
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Estimated reading time: 3 min


BMC Remedy ITSM Request Management Dashboard


This article will go through some of the basics of making a Request Management Dashboard. The dashboard will be fully interactive and we’ll make use of a treemap to help analyze and adapt our data.

To learn how to build this dashboard, you can watch this video from our YouTube channel:

Step 1: To begin, select the multidimensional database (MDB) labeled ‘ITIL Metric for ITSM 4075 – RemDash’

Step 2: Scroll down to select the Service Request Management cube

Step 3: Now select the ‘OK’ button

Card

Step 4: Now select the ‘Card’ widget to bring it into the dashboard

Step 5: Now select the search bar and type in ‘total’ to bring in a value for the card

Step 6: Now select the ‘Service Requests Total’ field

KPI

Step 7: Select the ‘KPI’ widget now under ‘Visualizations’

Step 8: We need a goal, status, and trend for the KPI. Select the search bar, delete ‘total’, and type in ‘value’

Step 9: Now select the ‘Value’ field that appears under the ‘Average Hours to Close’ KPI

Step 10: Select the search bar, delete ‘value’, and type in ‘goal’.

Step 11: Select the ‘Goal’ field under the ‘Average Hours to Close’ KPI

Step 12: Select the search bar, delete ‘goal’, and type in ‘year’

Step 13: Scroll to the bottom of the results and Select the ‘Year’ field under ‘Submit Date’

Step 14: Now, the goal for the KPI is to be under 48 hours. Since 11.5 is under 48 and we’re doing well in this case, it’s not really appropriate to have the red coloring here. To fix this, Select the paint roller icon labeled ‘Format’

Step 15: Now select the ‘Color coding’ dropdown

Step 16: Select ‘High is good’ under the ‘Direction’ section

Step 17: Change the selection to ‘Low is good’

Card

Step 18: Now select the ‘Card’ widget again

Step 19: Select the search bar, delete ‘year’, and type in ‘value’

Step 20: Now select the ‘Value’ field under the ‘Percentage of Service Requests Completed Successfully’

Card

Step 21: Select the ‘Card’ widget one more time

Step 22: Now select the ‘Value’ field under ‘Percentage of Service Requests that are Change Requests’

Step 23: Now select the search bar and delete ‘value’ to clear out the fields column

Treemap

Step 24: Select the ‘Treemap’ widget

Step 25: Select the search bar and type in ‘summary’

Step 26: Select the ‘Summary’ field to bring it into the treemap

Step 27: Select the search field and delete ‘summary’ to type in ‘total’

Step 28: Select the ‘Service Requests Total’ field

Line and stacked column chart

Step 29: Select the ‘Line and stacked column chart’ widget

Step 30: Click the same field as the Treemap, ‘Service Requests Total’

Step 31: Now select the search bar, delete ‘total’, and type in ‘month’

Step 32: Scroll down to the bottom and select the ‘Month’ field

Step 33: Now select the search bar, delete ‘month’, and type in ‘value’

Step 34: Now to add a line to the chart, click and hold on the ‘Value’ field under ‘Percentage of Service Requests Completed Successfully’

Step 35: Drag the field over into the ‘Line values’ section

Step 36: Since the dashboard is interactive and connected, we can select a value in the treemap

Step 37: Clicking one of them highlights the values in the rest of the dashboard

Step 38: And we can return the dashboard to its normal state by clicking on our selection again

Table

Step 39: Now for our final widget, select the ‘Table’ under ‘Visualizations’

Step 40: Now select the search bar, delete ‘value’, and type in ‘status’

Step 41: Select the ‘Status’ field under ‘Service Request Information’

Step 42: Select the ‘Status Reason’ field as well

Step 43: Select the search bar, delete ‘status’, and type in ‘service request id’

Step 44: Select the ‘Service Request ID’ field to bring it into the chart

Step 45: Now select the search bar, delete ‘service request id’, and type in ‘urgency’

Step 46: Select the ‘Urgency’ field now

Step 47: Now our Request Management dashboard is complete

 


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