• All Files
Develop > OOTB Content > OOTB Content Acceleration Packs (CAPs) > SM_Demo and SM CAPs

SM_Demo and SM CAPs

The purpose of the SM Content Acceleration Pack (CAP) is to provide a set of items (Dashboard pages, Scorecards, Contexts, KPIs, Metrics, and more) that automatically gathers information from across your enterprise to build key performance indicators (KPIs) related to SM-related issues with OOTB data from Data Warehouse. The CAP includes the Service Manager Perspectives. The CAP provides broad and deep insight that should enable you to Improve Staff Effectiveness, Improve Responsiveness, Achieve Process Excellence, Improve Quality of Delivery, Improve Customer Satisfaction. This CAP provides a 360 degree Service Manager view.

The SM CAP includes data from the Service Manager data source.

The relevant content pack is SM. For details, see Integration with SM.

ClosedUser Story

  1. Maggie is the Service Management Director of the IT service department. As part of her daily routine, she’d like to log into the IT Business Analytics (ITBA) application to understand the overall performance of her organization and check if there are any critical issues on the table.
  2. Maggie starts reviewing the SM Director Scorecard and under the Customer perspective, she notices that the status of Improve Customer Satisfaction objective is Red and it seems that the trend started in the previous period.
  3. To understand why the Improve Customer Satisfaction objective was not met, she clicks the objective and checks the related KPI in the KPI View Component. She notices that the reason for not meeting the Customer Satisfaction objective is due to poor SLA and OLA performance.
  4. Maggie decides to start her analysis with the Number of SLA Targets Breached KPI.
  5. She clicks the KPI to view the historical trend of the KPI and check its forecasted behavior.
  6. She notices that lately, the behavior of this KPI got worse.
  7. The KPI granularity is Monthly. She wishes to find the specific day or week this KPI started to be breached. To do so, she clicks the Calendar icon and selects Weekly.
  8. The historical results of this KPI are now presented in a weekly resolution.
  9. She finds out the specific week when the KPI started to breach.
  10. Maggie also noticed in the Forecast component that the KPI will continue to be breached in upcoming months and therefore understands that something needs to be done.
  11. She continues the drill down to understand which specific SLA Agreements were breached.
  12. She checks the Top 3 Breached SLA Target by Customer component and drills down using the Agreement Name dimension.
  13. Maggie checks the last periods and notices that Sharepoint Service agreement is the top target that was breached.
  14. She writes an annotation to John, the owner of the Sharepoint Service in the organization, requesting clarifications.
  15. John receives an email from Maggie regarding the problematic KPI. He logs on to the ITBA application, checks the same KPI, and sees that the indeed the number of breached Sharepoint Service SLAs is high.
  16. John is not surprised since lately the Sharepoint service has not been stable due to large number of issues appeared after upgrading to a new version. Most of the issues were already resolved.
  17. He writes an annotation back to Maggie stating that the SLA will improve in the upcoming period and that he expects to see an improvement very soon.

ClosedSM_Demo and SM 

ClosedSM-Change Management Overview Page

ClosedSM Director Page

ClosedSM-Incident Management Overview Page

ClosedSM-Problem Management Overview Page

ClosedSM-Request Management Overview Page

ClosedSM-Service Desk Overview Page

ClosedSM-Service Level Management Overview Page

ClosedSM-Service Manager Overview Page

Send Help Center feedback