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
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
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’
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’
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
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
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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