Dashboard Builder - IT Service Management Dashboards

The dashboards for the IT Service Management category in the Dashboard Builder provide the analysis about data in IT Service Management and Change Control Management. The values of these reports are extracted and calculated from the IT Service Management and the Change Request Management application area. The dashboards answer the question about the behavior of messages in the IT Service Management and Change Control Management.

SAP delivers the following dashboards in the IT Service Management category:

ITSM Dashboard - IT Service Management Analytics
The dashboard displays the corresponding data of incidents and problems of IT Service Management - the quantity of created or closed incidents and problems, the backlog of incidents, and the duration of processing the incidents and problems during the last 4 weeks.
ITSM Dashboard - IT Service and Change Management
The dashboard displays the corresponding status of incidents, problems and changes of IT Service Management and Change Control Management – the current backlog, the total recording time and the average duration in the current month, and the MPT/IRT compliance in current month only for incidents.

Calling the dashboard

Start the Dashboard Builder in Launchpad, as described in Dashboard Builder. In the navigation panel, choose the IT Service Management category and call the required dashboard.

Integration

To be able to use the dashboard for IT Service Management, you need to have the IT Service Management and the Change Request Management set up in transaction SOLMAN_SETUP. Here, especially make sure that you have sucessfully finished the following tasks:

Navigate to IT Service Management Configure BW Reporting Define Extraction Settings . Here, you have sucessfully activated the BW content with the recommended extraction settings for the tabs Incident and Problem .
Navigate to IT Service Management Configure BW Reporting Choose Transaction Types . Here, you have chosen the required transaction types.
Navigate to Change Control Management Change Request Management . Here, you have sucessfully activated the BW content in step Define Reporting BW Reporting: Define Exctraction Settings .