HP DecisionCenter

for the AIX, Windows®, and Itanium® operating systems

Software Version: 2.00

User Guide

Document Release Date: December 2007

Software Release Date: December 2007

Last Updated: 14 March 2008

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2
Support

You can visit the HP Software support web site at:

www.hp.com/go/hpsoftwaresupport
This Web site provides contact information and details about the products, services, and support that HP
Software offers.
HP Software online software support provides customer self-solve capabilities. It provides a fast and efficient
way to access interactive technical support tools needed to manage your business. As a valued support
customer, you can benefit by using the HP Software Support web site to:
• Search for knowledge documents of interest
• Submit and track support cases and enhancement requests
• Download software patches
• Manage support contracts
• Look up HP support contacts
• Review information about available services
• Enter into discussions with other software customers
• Research and register for software training
Most of the support areas require that you register as an HP Passport user and sign in. Many also require a
support contract.
To find more information about access levels, go to:
www.hp.com/managementsoftware/access_level
To register for an HP Passport ID, go to:
www.managementsoftware.hp.com/passport-registration.html

3
Contents

DecisionCenter.............................................................................................9
What's new in DecisionCenter 2.00? .................................................................................................................9
Expanded compatibility...............................................................................................................................9
AssetCenter..........................................................................................................................................10
ServiceCenter and Service Manager ..................................................................................................10
HP ServiceCenter schema integration...............................................................................................11
ITIL 3 alignment .................................................................................................................................11
New and updated universes................................................................................................................16
Expanded data support .......................................................................................................................17
Expanded functionality .............................................................................................................................17
Change Planner ...................................................................................................................................17
Enhanced impact rule associations ....................................................................................................18
Refined TTNI algorithm......................................................................................................................18
Active Directory authentication .........................................................................................................18
ETL validation tools ............................................................................................................................19
Data warehouse migration .................................................................................................................19
Improved performance...............................................................................................................................19
New analytics .............................................................................................................................................20
Change Management analytics ..........................................................................................................20
Request Management analytics .........................................................................................................20
Service Level Management analytics.................................................................................................21
Updated Connect-It scenarios ...................................................................................................................21
New documentation ...................................................................................................................................22
Getting started with DecisionCenter ..............................................................................................................22
DecisionCenter overview ...........................................................................................................................23
Tiered packaging .................................................................................................................................24
ITPA features.......................................................................................................................................25
BIA features.........................................................................................................................................26
Optimization features .........................................................................................................................27
DecisionCenter architecture......................................................................................................................27
Analytics .....................................................................................................................................................28
Dashboards.................................................................................................................................................30
DecisionCenter user roles..........................................................................................................................31
Getting started with ITPA ...............................................................................................................................32
IT Performance Analytics..........................................................................................................................32
Report types .........................................................................................................................................33
Navigating the reports by drilling......................................................................................................33
Service Strategies Analytics ...............................................................................................................33
Business Impact ..................................................................................................................................34
IT Financial Management ..................................................................................................................45
Service Design Analytics.....................................................................................................................68
Service Transition Analytics...............................................................................................................90
Service Operations Analytics..............................................................................................................99
My Dashboards ........................................................................................................................................128
Business Intelligence tools ......................................................................................................................128

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 Information Portal.............................................................................................................................128
My Folders .........................................................................................................................................129
Categories...........................................................................................................................................129
ITPA use cases ...................................................................................................................................130
Getting started with BIA ...............................................................................................................................135
What is BIA?.............................................................................................................................................136
BIA data....................................................................................................................................................137
One: Define the business model ..............................................................................................................137
Define business services....................................................................................................................138
Define configuration items................................................................................................................143
Define value centers ..........................................................................................................................148
Review assignment groups................................................................................................................154
Review Service Level Agreements....................................................................................................156
Review work schedules......................................................................................................................159
Two: Define impact ..................................................................................................................................161
Rules ...................................................................................................................................................161
Calculations .......................................................................................................................................171
Impact schedules ...............................................................................................................................177
Three: Calculate impact...........................................................................................................................182
Incident impact ..................................................................................................................................182
Change impact ...................................................................................................................................183
Impact Calculator ..............................................................................................................................183
Impact Planner ..................................................................................................................................186
Change Planner .................................................................................................................................195
Working with planned changes ........................................................................................................199
Four: Build the history ............................................................................................................................201
How do I run the History Builder? ...................................................................................................201
When do I run the History Builder?.................................................................................................201
Working with the History Builder....................................................................................................202
Search .......................................................................................................................................................202
Keyword search..................................................................................................................................202
Relationship search ...........................................................................................................................203
Getting started with Optimization ................................................................................................................203
What is Optimization? .............................................................................................................................204
Optimization engine.................................................................................................................................205
Five: Create simulations..........................................................................................................................205
Scenarios ............................................................................................................................................206
Simulation..........................................................................................................................................206
Simulation tips ..................................................................................................................................207
Using simulations to make decisions ...............................................................................................207
How do I run a simulation?...............................................................................................................208
Guided optimization ..........................................................................................................................208
Guided optimization tips...................................................................................................................209
How do I run a guided optimization? ...............................................................................................209
Starting and stopping the optimization engine ...............................................................................211
Working with a simulation scenario ................................................................................................212
Working with a guided optimization ................................................................................................213
Working with results.........................................................................................................................215
Working with optimization ...............................................................................................................216
Working with an optimization scenario ...........................................................................................216
Optimization Analytics ............................................................................................................................219
Assignment Group .............................................................................................................................220
Business Service ................................................................................................................................220

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 Impact Rule........................................................................................................................................221
Impact Type .......................................................................................................................................222
Incident Category ..............................................................................................................................223
ITPO Simulation Optimization ........................................................................................................223
Value Center Details .........................................................................................................................224
Value Center Summary ....................................................................................................................225
Concepts and definitions................................................................................................................................226
The optimal IT environment ...................................................................................................................226
Steps to the optimal IT environment ...............................................................................................226
IT Service Portfolio Management.....................................................................................................228
Business Impact Analysis .......................................................................................................................230
Leveraging your continuity plan ......................................................................................................231
How do I calculate impact? ...............................................................................................................231
Predictive models...............................................................................................................................231
Define rules........................................................................................................................................232
The efficient frontier .........................................................................................................................233
Types of universes....................................................................................................................................233
Alignment universes .........................................................................................................................234
Asset Management universe.............................................................................................................234
Business Impact universes ...............................................................................................................235
Change universes ..............................................................................................................................235
Helpdesk universes ...........................................................................................................................236
Incident universes .............................................................................................................................236
Request Management universes.......................................................................................................237
Service Management universe..........................................................................................................237
Simulation Optimization universe ...................................................................................................238
Glossary ....................................................................................................................................................238
Assignment groups ............................................................................................................................238
Business process ................................................................................................................................239
Business service.................................................................................................................................239
Business service downtime impact...................................................................................................240
Configuration item ............................................................................................................................240
Crosstab .............................................................................................................................................240
Dashboards ........................................................................................................................................241
Data warehouse .................................................................................................................................241
Efficiency and effectiveness ..............................................................................................................242
Impact rules .......................................................................................................................................242
Predictive analysis ............................................................................................................................242
Risk.....................................................................................................................................................242
Scenarios ............................................................................................................................................243
Simulation..........................................................................................................................................243
Universe .............................................................................................................................................244
Value center .......................................................................................................................................244

DecisionCenter administration ....................................................................246

Data .................................................................................................................................................................246
Assignment groups...................................................................................................................................247
Assignment groups and data collection ...........................................................................................247
How do I add an assignment group? ................................................................................................247
CMDB role ................................................................................................................................................247
Date and time considerations..................................................................................................................248
Historical data..........................................................................................................................................248

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 Incident-related costs...............................................................................................................................249
ITIL considerations..................................................................................................................................249
Labor costs................................................................................................................................................250
Mapping data warehouse data to DecisionCenter .................................................................................250
Mapping Request Management tables.............................................................................................251
Mapping Service Catalog tables .......................................................................................................256
Mapping the bizservice table ............................................................................................................262
Mapping the cigroup table ................................................................................................................263
Mapping the cirelationship table......................................................................................................266
Pre-processing checklist...........................................................................................................................270
Preparing data for DecisionCenter .........................................................................................................273
Sample data..............................................................................................................................................274
ServiceCenter tables ................................................................................................................................274
Administration troubleshooting ....................................................................................................................274
Data warehouse administration ....................................................................................................................275
Overview: Data warehouse......................................................................................................................276
Design.................................................................................................................................................277
Naming conventions ..........................................................................................................................279
Overview: Metadata ..........................................................................................................................280
Data warehouse schema....................................................................................................................280
Extract, Transform, Load mapping information .............................................................................281
Data warehouse universe..................................................................................................................281
Schema description ..................................................................................................................................282
Dimension table schema ...................................................................................................................282
Fact table schema ..............................................................................................................................284
Associate table schema......................................................................................................................286
Hierarchy table schema ....................................................................................................................287
Direct mapping table schema ...........................................................................................................288
Slowly changing dimension keys schema ........................................................................................289
Aggregate keys schema .....................................................................................................................290
Dimension table system keys............................................................................................................291
RDSInitRun command ......................................................................................................................292
Basic tasks: Data warehouse...................................................................................................................292
Starting programs and processes .....................................................................................................292
Stopping programs and processes ....................................................................................................293
Synchronization........................................................................................................................................294
Synchronizing deleted records ..........................................................................................................295
Synchronizing data with Connect-It ................................................................................................296
Configuring the connectors......................................................................................................................298
How do I configure the connectors? ..................................................................................................298
Request Management scenario layout .............................................................................................299
Customization workflow ..........................................................................................................................300
Step 1: Plan and gather information................................................................................................301
Step 2: Stop programs and processes ...............................................................................................302
Step 3: Back up crucial files..............................................................................................................303
Step 4: Edit the data warehouse schema .........................................................................................304
Step 5: Edit the Connect-It scenario ................................................................................................305
Step 6: Edit the universe...................................................................................................................306
Step 7: Edit security profiles.............................................................................................................306
Step 8: Start programs and processes ..............................................................................................306
Connect-It scenario customization..........................................................................................................307
Step 1: View the data warehouse scenario.......................................................................................308

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 Step 2: Add a new mapping to the scenario.....................................................................................309
Step 3: Add a new field to an existing mapping ..............................................................................311
Step 4: Edit an existing mapping .....................................................................................................312
Step 5: Test the customized data warehouse scenario....................................................................313
Step 6: Schedule automatic data synchronization ..........................................................................313
Data warehouse schema customization..................................................................................................314
Step 1: Add a new table to the schema ............................................................................................314
Step 2: Add a new field to the schema .............................................................................................316
Step 3: Edit an existing field in the schema ....................................................................................318
ServiceCenter triggers ......................................................................................................................319
AssetCenter deletion workflow.........................................................................................................323
Universe customization ...........................................................................................................................329
Step 1: Edit the universe...................................................................................................................329
Step 2: Check the database integrity ...............................................................................................333
Step 3: Export the universe ..............................................................................................................333
Working with the data warehouse..........................................................................................................334
Data warehouse system tables................................................................................................................336
RDS_CIT_LOG table .........................................................................................................................337
RDS_CITSCHPTR_LOG table..........................................................................................................338
RDS_CITSYNC_LOG table...............................................................................................................339
RDS_DBINFO table ..........................................................................................................................340
RDS_ETLSYNC_LOG table..............................................................................................................341
RDS_LOGINFO table........................................................................................................................342
RDS_SCDCOLUMN table ................................................................................................................343
RDS_SEQUENCE table....................................................................................................................343
RDS_TIMEDIM_D table ...................................................................................................................344
RDS_UNIQUECOLUMN table ........................................................................................................345
Security.....................................................................................................................................................347
Access levels.......................................................................................................................................348
Security roles .....................................................................................................................................348
Security profiles.................................................................................................................................349
Data level access restrictions............................................................................................................350
Out-of-box report safeguards ............................................................................................................350

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DecisionCenter
DecisionCenter is a business intelligence application that helps IT make better decisions about
service improvements, service levels, staffing, and the service portfolio. DecisionCenter
Optimization can analyze historical performance, and predict future performance when impacted
by enterprise-wide changes to business services, staffing, service levels, and the service portfolio.
DecisionCenter uses data extracted from ServiceCenter, Service Manager, and AssetCenter. Out-of-
box ITIL 3 compliant analytics use this data to show performance trends for business services, IT
metrics, and capture the relationship between the line of business and business services.
Related topics
What's new in DecisionCenter 2.00?
Getting started with DecisionCenter
Getting started with ITPA
Getting started with BIA
Getting started with Optimization
Concepts and definition
DecisionCenter administration

What's new in DecisionCenter 2.00?

This version is compatible with more operating environments, has more features for measuring and
estimating impact, new and improved analytics, and extended support for more HP Software
products. Read the information in this section to learn more about the changes and features in this
release.
Related topics
Expanded compatibility
Expanded functionality
Improved Performance
New analytics
Updated Connect-It scenarios
New documentation

Expanded compatibility
This release supports a wider range of servers and operating environments. DecisionCenter 2.00
supports:
• HP Integrity servers running the HP-UX 11i operating system.
• IBM WebSphere Application Server running on an IBM AIX operating system for Business
Impact Analysis and Optimization.
• Oracle Database version 10g for Business Impact Analysis and Optimization.
• Microsoft SQL Server 2005
See the DecisionCenter Installation Guide for a complete description of the installation and
configuration steps required to support these environments.

9
 DecisionCenter 2.00 also supports more HP software products with expanded universes and
reports. For more information, see the DecisionCenter Support Matrix. From Reference info, click
Support matrices.
Most of the support areas require that you register as an HP Passport user and sign in. Many also
require an active support contract. To register for an HP Passport ID, go to the HP Passport
Registration web site.
Related topics
What's new in DecisionCenter 2.00?
AssetCenter
ServiceCenter and Service Manager
HP ServiceCenter schema integration
ITIL 3 alignment
New and updated universes
Expanded data support

AssetCenter
The DecisionCenter Analytics engine can produce results using data imported from
AssetCenter 4.3.2 or a later 4.x release and AssetCenter 5.00. For more information, see the
DecisionCenter Support Matrix. From Reference info, click Support matrices.
Most of the support areas require that you register as an HP Passport user and sign in. Many also
require an active support contract. To register for an HP Passport ID, go to the HP Passport
Registration web site.
Related topics
Expanded compatibility
ServiceCenter and Service Manager
HP ServiceCenter schema integration
ITIL 3 alignment
New and updated universes
Expanded data support

ServiceCenter and Service Manager

DecisionCenter displays analytics and can run scenarios using data imported from
ServiceCenter 5.1 or a later release and Service Manager 7.00.
The ETL process can extract both incident and change records from ServiceCenter or Service
Manager. DecisionCenter 2.00 enables you to access the Change Planner from the ServiceCenter or
Service Manager application with a URL.
For more information, see the DecisionCenter Support Matrix. From Reference info, click Support
matrices.
Most of the support areas require that you register as an HP Passport user and sign in. Many also
require an active support contract. To register for an HP Passport ID, go to the HP Passport
Registration web site.
Related topics
Expanded compatibility
AssetCenter
HP ServiceCenter schema integration
ITIL 3 alignment
New and updated universes
Expanded data support

10
 HP ServiceCenter schema integration
DecisionCenter 2.00 can import and process data produced by HP ServiceCenter 5.1 and later
releases.
DecisionCenter 2.00 can also import and process data produced by HP Service Manager 7.00.
Related topics
Expanded compatibility
AssetCenter
ServiceCenter and Service Manager
ITIL 3 alignment
New and updated universes
Expanded data support

ITIL 3 alignment
Many of the prepackaged reports from DecisionCenter 1.00 are renamed in this version to align
with IT Infrastructure Library (ITIL) version 3 terminology and to provide more descriptive report
names.
The previous service group names are:
Asset Management
Business Impact
Help Desk
Incident
Service Level Management
Service Management
The tables contain the report names by service group.

Asset Management

All Asset Management service group reports are now part of the IT Financial Management service
group. The following table lists the new report names.

Old Report Name New Report Name

Asset Cost Distribution Asset Cost

Asset Tracking Asset Retirement Schedule

Asset Tracking Details Asset Retirement Schedule Details

Budgeted vs. Actual Expenses Budget Versus Actuals

Budgeted vs. Actual Expenses by Cost Center Budget Versus Actuals by Cost Center

Budgeted vs. Actual Expenses by Department Budget Versus Actuals by Department

11
 Old Report Name New Report Name

Budgeted vs. Actual Expenses by Supplier Budget Versus Actuals by Supplier

Contract Expense Details by Cost Center Contract Cost Forecast by Cost Center Details

Contract Expense Details by Department Contract Cost Forecast by Department Details

Contract Expense Details by Region Contract Cost Forecast by Region

Contract Expense Forecast Contract Cost Forecast by Cost Center

Contract Expense Forecast Contract Cost Forecast by Department

Contract Expense Forecast Contract Cost Forecast by Region

IT Expense Distribution IT Cost Breakdown

IT Expense Distribution Over Time IT Cost Breakdown Over Time Details

IT Expense Distribution Details IT Cost Breakdown Over Time

Software Expense Optimization Analysis Projected Savings From Unused Software

Software Expense Optimization Analysis Projected Savings From Unused Software

Details Details

Software License Compliance Analysis Software License Compliance

Software License Compliance Analysis by Software License Compliance by Application

Application

Software License Compliance Analysis Details Software License Compliance by Application

Details

Vendor Contract Details Contract Expiration

12
Business Impact

The Business Impact service group name remains the same in this version of DecisionCenter. The
following table lists the new report names.

Old Report Name New Report Name

Business Service Downtime Impact by Impact by Business Service and Assignment

Assignment Group Group

Business Service Downtime by Impact Category Impact by Business Service and Category

Business Service Downtime Impact/Cost Impact by Business Service With Cost

CI Type Downtime Impact Impact for CI Type

CI Type Downtime Impact by Business Service Impact for CI Type and Business Service

Downtime Impact by Top 5 Business Service Deleted

Details

Downtime Impact by Top 5 Value Centers Details Impact by Value Center Hierarchy

Downtime Impact for Business Service by Value Impact by Business Service and Value
Center Center

Downtime Impact for Value Center by Business Impact by Value Center and Business
Service Service

IMT Downtime Gross Impact Impact Analysis

IMT Downtime Impact by Top 5 Business Impact by Business Service

Services

IMT Downtime Impact by Top 5 Value Centers Impact by Value Center

Value Center Downtime Impact/Cost Impact by Value Center With Cost

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 Help Desk

The Help Desk service group reports are now part of the Service Desk service group. Only one
report in this group has a new report name.

Old Report Name New Report Name

Call Receiving Summary Call Volume by Month

Incident

The Incident service group reports are now part of the Incident Management service group. The
following table lists the new report names.

Old Report Name New Report Name

Average Routes per Incident Incident Escalations by Category

Incident Aging Analysis Incident Aging

Incident Cost Analysis Incident Cost

Incident Count Incident Volume

Service Level Management

The Service Level Management service group name remains the same in this version of
DecisionCenter. The following table lists the new report names.

Old Report Name New Report Name

Variable Service Costs by SLA Service Delivery Cost

Variable Service Costs by SLA and CI Service Delivery Cost Details

Variable Service Costs by SLA, CI and Cost Service Delivery Cost by Change and
Category Incident

14
Service Management

Reports from Service Management are more accurately placed in Change Management, Incident
Management, Problem Management, Service Desk, or Service Level Management.

Old Report Name New Service Name New Report Name

1st Call Resolution by Operator Service Desk First Call Resolution by

Operator

Call Efficiency Report Service Desk Call Closure Time

Calls Open by Department and Service Desk Call Volume by Department

Configuration Items and CI

Categorization of Unavailable Config Deleted

Items

Change Cost Analysis Change Management Cost of Change Variance

Configuration Items By Age Deleted

Economic Impact of SLA Failures Service Level Unplanned Downtime by SLA

Management

Failed Changes Deleted

Incident Closure Analysis Incident Management Incident Closure Time

Incident Management Ad Hoc Crosstab Incident Management Incident Volume by

Dimensions

Problem Management Cost Analysis Problem Management Problems by Incident Cost

Problem Management Deleted

Recommendations

Recurrent Outages Problem Management Outage Volume by CI

Service Contract Cost Analysis Service Level Service Contract Cost Over
Management Time

Service Management Ad Hoc Crosstab Service Desk Call Volume by Dimensions

15
 Old Report Name New Service Name New Report Name

SLA Availability Successes Service Level SLA Availability Exceptions

Management

SLA Response Time Successes Service Level SLA Response Achievement

Management Over Time

Tasks Under Change Deleted

Related topics
Expanded compatibility
AssetCenter
ServiceCenter and Service Manager
HP ServiceCenter schema integration
New and updated universes
Expanded data support

New and updated universes

The new and updated universes are compatible with HP ServiceCenter 6.2 and
Service Manager 7.00.
This release contains changes to the Alignment and Service Management universes. In addition,
the new Change and Request universes include objects in the Change module and Request/Catalog
module, respectively.
The universe metadata, which includes existing tables, objects, formulas for the objects, and joins
for the universe, is available in a report that you can create.
1 From the Windows Start menu, click Programs > BusinessObjects XI Release 2 >
BusinessObjects Enterprise > Designer.
2 Log on as the Administrator designer user.
3 Click File > Open and navigate to the universe. The default path is:
\\…\Business Objects\BusinessObjects Enterprise 11.5\FileStore
\Input
4 Click File > Save As.
5 From the Save as types drop-down list, select Portable Document Format (*.pdf) and type the
file name and location.
6 Click Save.
7 Click Tools > Options > Print/PDF to select the universe data that you want to review.
Related topics
Expanded compatibility
AssetCenter
ServiceCenter and Service Manager
HP ServiceCenter schema integration
ITIL 3 alignment
Expanded data support

16
 Expanded data support
This release supports data imported from AssetCenter 5.0 and ServiceCenter 6.2.
DecisionCenter 2.00 improves the ETL process with these Connect-It scenario changes:
• Adding mappings for CIGROUP and CIRELATIONSHIP tables.
• Adding the BIZSERVICE field.
• Making the RDS_AC scenario compatible with AssetCenter 5.0.
Related topics
Expanded compatibility
AssetCenter
ServiceCenter and Service Manager
HP ServiceCenter schema integration
ITIL 3 alignment
New and updated universes

Expanded functionality
DecisionCenter 2.00 extends the functionality of DecisionCenter 1.00 with these enhancements:
• The ability to calculate the impact of a change over a defined time span. The results of the
calculation show the most opportune change window that produces the smallest impact on the
organization.
• A simplified interface to associate impact rules with business services and value centers.
• Improved calculations enable you to define staggered start times for a series of incidents, or for
a change scenario with multiple events.
• Charts that show the daily average impact of a series of related change events (or incidents)
with staggered start times during a day or a week. These charts also show the impact within
each time interval as you change the staggered start times.
• Changes to the data warehouse to align with the schema changes in associated software
products, such as AssetCenter, ServiceCenter, and Service Manager.
Related topics
What's new in DecisionCenter 2.00?
Change Planner
Enhanced impact rule associations
Refined TTNI algorithm
Active Directory authentication
ETL validation tools
Data warehouse migration

Change Planner
The Change Planner enables you to build and run change impact scenarios using change record
information imported from ServiceCenter or Service Manager. For example, when you define a
Service Manager request, it creates a change record and assigns a change request identifier to the
record, such as CR12345. You can import this change record into the DecisionCenter data
warehouse using a defined ETL process. When the record exists in the DecisionCenter data
warehouse, you can access the Change Planner directly from Service Manager with a URL that
includes the Service Manager change identifier (CR12345). The Change Planner accesses the
change record from the DecisionCenter data warehouse and enables you to experiment with
potential schedules for implementing the change.

17
 Each time you create new external change records, you must repeat the import process to ensure
those records are available to the Change Planner if accessed remotely.
Use the Change Planner to assess the cumulative impact of change on users, departments, business
units, and the enterprise on the planned start date. You can experiment by varying the number of
intervals and the duration of an interval to calculate the optimum time to begin change activities.

What-if change scenarios

To experiment with different start dates as well as time of day, you can use the Impact Planner to
build a what-if change scenario that re-creates the various change events and details of the
external change. If you want to initiate a change request and pre-plan the schedule for the change,
the Impact Planner enables you to construct a change scenario with staggered change events. You
can experiment with different schedules before you create change records in ServiceCenter or
Service Manager.
Related topics
Expanded functionality
Three: Calculate impact
Remote access to the Change Planner
Remote change IDs
How do I use the Change Planner?
Working with the Change Planner Impact Planner

Enhanced impact rule associations

Version 2.00 has an improved interface for defining and selecting impact rule associations. For
more information, choose one of the links in Related topics.
Related topics
Expanded functionality
Associations
Impact rule associations
How do I add an impact rule association?
How do I delete an impact rule association?
How do I manage associations?
Working with impact rules

Refined TTNI algorithm

DecisionCenter has a refined Time-to-Next-Incident (TTNI) algorithm that improves accuracy when
the Optimization engine generates incidents.
For more information, see the Data Mining chapter in the DecisionCenter Installation Guide.
Related topics
Expanded functionality

Active Directory authentication

DecisionCenter supports both Lightweight Directory Access Protocol (LDAP) and Windows Active
Directory authentication.
After you set up an Active Directory server, you must:
• Create DecisionCenter users and groups in the Active Directory server.
• Configure Active Directory authentication in BusinessObjects Enterprise XI.

18
 For more information about configuring Active Directory authentication, see the Security chapter
in the DecisionCenter Installation Guide, and see your BusinessObjects Enterprise XI
documentation.
Related topics
Expanded functionality

ETL validation tools

DecisionCenter has a set of validation tools to verify that your Extract, Transform, and Load (ETL)
processes ran correctly and that all records transferred successfully to the DecisionCenter data
warehouse. These validation tools run in conjunction with the HP Connect-It scenarios that
transfer data from external applications to the DecisionCenter data warehouse. When errors occur,
the validation tools send e-mail notifications. There are three ETL validation tools.
• The Pre-Mapping tool creates a backup of Connect-It synchronization scheduler pointers,
recovers all data warehouse sequence numbers if necessary, and sends e-mail notification if the
ETL process failed.
• The Post-Mapping tool checks the last Connect-It scenario synchronization session and
mapping logs. If session errors or data mapping errors occur, the Post-Mapping tool sends e-
mail notification, and sets a scenario failure flag.
• The Post-Sync tool verifies the Connect-It synchronization condition of the mapping and ETL
processes. If errors occur, the Post-Sync tool sends e-mail notification, and stops the Connect-It
service.
For more information about Connect-It ETL processes, see the DecisionCenter Installation Guide.
Related topics
Expanded functionality

Data warehouse migration

DecisionCenter 2.00 has new application features and new ways to use existing features. You must
migrate your data warehouse and schemas to take advantage of these features.
The major migration steps are:
• Back up your existing schema and scenario files.
• Run the installer to get the latest files.
• Reconcile the customized files; for example, the LIB directory and the .ini file (scheduling).
• Apply any configuration and customization changes you made to the previous release and
manually apply them to the latest files.
See the DecisionCenter Migration Guide for a detailed description of the steps required for a
migration.
Related topics
Expanded functionality

Improved performance
This release offers improved performance in analytics and optimization. DecisionCenter 2.00
provides:

19
 • New fields in BIA tables that reduce the number of joins, thus reducing the report refresh time.
• Multiprocessor support.
• Improved data loading when using the impact rule target.
Related topics
What's new in DecisionCenter 2.00?
Expanded compatibility
Expanded functionality
New analytics
Updated Connect-It scenarios
New documentation

New analytics
This version of DecisionCenter has new out-of-box analytics that provide information about Change
Management, Request Management, and Service Level Management. These analytics can help you
make better decisions about the IT services that support these activities. All new analytics comply
with IT Infrastructure Library (ITIL) version 3 standards.
For more information, choose one of the links in Related topics.
Related topics
Change Management analytics
Request Management analytics
Service Level Management analytics

Change Management analytics

The new Change Management out-of-box analytics contain metrics about the processes to request,
manage, approve, and control changes that modify your organizational infrastructure. These new
analytics align with the service transition evolution model and comply with IT Infrastructure
Library (ITIL) version 3 standards.
For more information, choose one of the links in Related topics.
Related topics
Change Backlog
Change Backlog by Dimensions
Change Duration
Change Duration by Dimensions
Change Volume
Change Volume by Dimensions
Cost of Change Variance
Outage Volume Due to Change
Outage Volume Due to Change by Dimensions
Successful Changes
Successful Changes by Dimensions

Request Management analytics

The new Request Management out-of-box analytics contain metrics about common user requests for
products and services through the ServiceCenter or Service Manager Request Management or
Service Catalog applications. These requests usually affect only the person making the request, or a
subordinate group of employees. These new analytics align with the service transition evolution
model and comply with IT Infrastructure Library (ITIL) version 3 standards.

20
 For more information, choose one of the links in Related topics.
Related topics
Approval Duration
Request Backlog
Request Backlog Details
Request Duration
Request Duration by Phase
Request Duration Details
Request Line Backlog
Request Line Backlog Details
Request Line Volume
Request Line Volume Details
Request Volume
Request Volume Details

Service Level Management analytics

The new Service Level Management out-of-box analytics provide metrics about costs related to
Service Level Agreements (SLAs). These new analytics align with the service transition evolution
model and comply with IT Infrastructure Library (ITIL) version 3 standards.
For more information, choose one of the links in Related topics.
Related topics
Outage Summary
Outage Summary by Top 10 CI Types
Outage Summary by Top 10 CI Types Details
Outage Volume
Outage Volume by Business Service
Outage Volume by Business Service and CI
Outage Volume by Change
Outage Volume by CI Type
Outage Volume by CI Type Details
Outage Volume by Incident
Service Contract Cost Over Time
SLA Availability Exceptions by SLO
SLA Availability Exceptions by SLO Details
SLA by Expiration Date
SLA Response Achievement by Customer
SLA Response Achievement by Customer Details

Updated Connect-It scenarios

The data warehouse uses HP Connect-It scenarios to import and synchronize data from
AssetCenter and ServiceCenter. You can view the AssetCenter and ServiceCenter mappings with
Connect-It Scenario Builder. The following table contains the file names of new or changed
scenarios.

Application version Scenario

ServiceCenter 5.1–ServiceCenter 6.0 rds_sc51-60.scn

ServiceCenter 6.1 rds_sc61.scn

21
 Application version Scenario

ServiceCenter 6.2 rds_sc62.scn

Service Manager 7.0 rds_sm71.scn

AssetCenter 4.3, 4.4, 5.0 rds_ac.scn

For more information about Connect-It ETL processes, see the DecisionCenter Installation Guide.
Related topics
What's new in DecisionCenter 2.00?

New documentation
Knowing how to prepare and process data for DecisionCenter are critical steps. There are new
topics that address the best practice recommendations and how to validate your processes.
There is a new PDF document that summarizes these best practices for data warehouse
administrators. You can access it from the installation menus and print it before you begin the
installation process. Best Practices for Data Warehouse Administrators is also available from this
help system.
DecisionCenter 1.00 users who are migrating to DecisionCenter 2.00 can consult the DecisionCenter
Migration Guide for information about that process.
Related topics
What's new in DecisionCenter 2.00?

Getting started with DecisionCenter

DecisionCenter is an executive management tool that helps you make IT decisions using data and
insight gathered from other operational systems. It has a suite of components that delivers IT
metrics and simulates future performance:
• IT Performance Analytics (ITPA) gives you out-of-box performance metrics for Service
Operation Analytics, such as Incident Management, Problem Management, Request
Management, and Service Desk. It can display analytics in a dashboard for quick access, and
supports an integrated BusinessObjects Enterprise XI suite of reporting tools. ITPA is the
baseline component of DecisionCenter.
• Business Impact Analytics (BIA) works with ITPA to add Service Strategies Analytics, Service
Design Analytics, and Service Transition Analytics. BIA adds an Impact Calculator, Impact
Planner, Change Planner, History Builder, and Data Mining tools.
• DecisionCenter Optimization adds simulation capability to analyze historical performance and
predict future performance. Impact rules, calculations, schedules, and an Optimization engine
refine historical data to predict future performance.

22
 To start using DecisionCenter

First ensure that the application is installed and configured according to the directions in the
DecisionCenter Installation Guide. To log on to the application web server:
1 Make sure that you have a valid login name and password.
2 Type the DecisionCenter URL in your browser. For example, type:
http://servername:portnumber/decisionCenter/
3 Type a valid Username and Password.
4 Click Log in.
Related topics
DecisionCenter overview
DecisionCenter architecture
Analytics
Dashboards
DecisionCenter user roles

DecisionCenter overview
DecisionCenter is the successor to BI Portal 5.2.1. DecisionCenter supports ServiceCenter, Service
Manager, and AssetCenter. The common hub is the data that provides the input to DecisionCenter.
DecisionCenter has three levels that you install progressively and use as you refine your source
data and data mining processes.

23
Related topics
Getting started with DecisionCenter
Tiered packaging
ITPA features
BIA features
Optimization features

Tiered packaging
DecisionCenter has three tiers of packaging to address user needs. The packaging levels are:
• DecisionCenter with IT Performance Analytics (ITPA)
• DecisionCenter with ITPA and Business Impact Analytics (BIA)
• DecisionCenter with ITPA, BIA, and Optimization

DecisionCenter with ITPA

This tier includes:

• Dashboards
• Service Operation Analytics
• IT Financial Management (ITFM) Analytics
• Business Intelligence tools, including the Business Objects suite of tools
• Supporting data warehouse for ServiceCenter, Service Manager, AssetCenter, and
HP Connect-It

DecisionCenter with ITPA and BIA

This tier includes:

• Dashboards
• Service Strategies Analytics (including ITFM)
• Service Design Analytics
• Service Transition Analytics
• Service Operation Analytics
• Business Intelligence tools, including the Business Objects suite of tools
• Supporting data warehouse for ServiceCenter, Service Manager, AssetCenter, and
HP Connect-It
• Data Mining tools
• Simulation Manager
• History Builder
• Impact Calculator
• Impact Planner
• Change Planner
• Business Model

24
 DecisionCenter with ITPA, BIA, and Optimization

This tier includes all DecisionCenter components:

• Dashboards
• Service Strategies Analytics (including ITFM)
• Service Design Analytics
• Service Transition Analytics
• Service Operation Analytics
• Business Intelligence tools, including the Business Objects suite of tools
• Supporting data warehouse for ServiceCenter, Service Manager, AssetCenter, and
HP Connect-It
• Data Mining tools
• Simulation Manager
• History Builder
• Impact Calculator
• Impact Planner
• Change Planner
• Business Model
• Optimization engine
Related topics
DecisionCenter overview
ITPA features
BIA features
Optimization features

ITPA features
DecisionCenter is the successor to BI Portal 5.2.1. It supports the DecisionCenter optimization
engine and enables users to perform advanced analytic analyses using an integrated version of
BusinessObjects Enterprise XI.

Feature Description

IT Performance Displays Business Impact analytics as well as simulation and

Management dashboard guided optimization results.

Analytic packs Delivers bundled Service Operation and IT Financial

Management analytics.

Data Imports historical incident data into the DecisionCenter data

warehouse to populate the Service Operation and IT Financial
Management analytics.

25
 Feature Description

Integrated application Bundles out-of-box analytics and BusinessObjects Enterprise XI

infrastructure into an integrated application.

Related topics
DecisionCenter overview
Tiered packaging
BIA features
Optimization features

BIA features
The Business Impact Analysis (BIA) component is an enhancement that complements ITPA. It has
more complex out-of-box analytics and more analysis tools. You can define value centers, impact
rules and calculations, and use the Impact Planner to compute the cost of incidents and change
events.

Feature Description

Analytics Adds bundled Business Impact, Service Design, and Service

Transition analytics.

Data Imports additional data into the DecisionCenter data

warehouse to populate the BIA analytics.

Business services Imports business service data. You can create and modify
relationships with value centers and configuration items.

Value centers You can define value centers. You can create and modify
relationships with business services and configuration items.

Business impact metrics Use business impact rules and historical incident data to
show historical availability and response time metrics.

Integrated application Bundles out-of-box analytics, Data Mining tools, History

infrastructure Builder, Simulation Manager and BusinessObjects
Enterprise XI into an integrated application.

26
Related topics
DecisionCenter overview
Tiered packaging
ITPA features
Optimization features

Optimization features
Optimization adds value to the ITPA and BIA components with an engine that simulates historic
incident performance, and a Change Planner that projects the impact of change events.

Feature Description

Change Planner Build planned change scenarios to estimate the cost of planned changes
and identify the optimum change window. You can access the Change
Planner directly from an external application to estimate planned change
impact on an existing change record.

Simulation and Create historical and predictive cost models based on historical incident
Optimization engine behavior, staffing, and resource allocation levels.
Calculate the historical cost of incidents and the potential cost of
incidents when staffing and resource allocation levels vary.

Scenarios Construct simulation and guided optimization scenarios that use

historical data to calculate the cost of the current IT infrastructure, or
predict what the cost might be when changes to the infrastructure occur.

Integrated DecisionCenter bundles Analytics, Optimization, and BusinessObjects XI

application into an integrated application.
infrastructure

Related topics
DecisionCenter overview
Tiered packaging
ITPA features
BIA features

DecisionCenter architecture
The DecisionCenter internal components enable you to define data driven scenarios that predict the
result of business decisions.
Business Objects is an enterprise business intelligence solution that interacts directly with
DecisionCenter to summarize data in reports and display it with a management dashboard.

27
 HP Connect-It is the ETL tool that extracts data from ServiceCenter, Service Manager, or
AssetCenter to populate the DecisionCenter data warehouse.

Related topics
Getting started with DecisionCenter
DecisionCenter overview
Analytics
Dashboards
DecisionCenter user roles

Analytics
DecisionCenter displays ITIL 3 compliant out-of-box analytics that are populated with your data
when you complete the ETL process. These analytics:
• Measure service availability, response time, and service restoration.
• Show performance trends for business services.
• Show the relationship between the line of business and business services.
• Show the business impact of downtime or degraded performance by:
• Application
• Business service
• Organization
• Value Center
• Show aggregate service level agreement metrics.
• Relate incidents to business service performance.

28
 You can also create custom reports with ad hoc queries.

Related topics
Getting started with DecisionCenter
DecisionCenter overview
DecisionCenter architecture
Dashboards
DecisionCenter user roles

29
 Dashboards
Dashboards are a collection of analytics that contain information of interest that you want to access
on a regular basis. Dashboards provide an immediate view of business activities across your
organization. You can decide which analytics that you want to use in your personal dashboard.
Dashboard Manager makes it easy to choose the right out-of-box or custom analytics to populate
your dashboard.

Some of the most commonly used analytics are:

• Alerts
• Gauges (such as speedometers and traffic lights)
• Interactive Metric Trends
• Maps
• Metric trees
• Pareto charts
Although dashboards do not have drill down functionality, you can drill through to other analytics.
For more information, see the Business Objects documentation: Getting Started Creating
Dashboards.
Related topics
Getting started with DecisionCenter
DecisionCenter overview
DecisionCenter architecture
Analytics
DecisionCenter user roles

30
 DecisionCenter user roles
There are different roles and responsibilities within DecisionCenter. Some users consume the
information generated to make business decisions; other users have tasks that ensure the data is
correct and that the assumptions represented by impact rules and constraints are accurate.

Category Activity User roles Tasks

General management View dashboards, Chief Financial Officer View historical and
projects, and tasks Chief Information Officer operational statistics,
IT Manager list of optimization
Service Level Management projects, and tasks
Manager assigned to others
Business service owner

Business Configuration Define services, Business service owner Define business services
objectives, and value Service Level Management and their dependencies,
centers Manager Service Level Objectives
(SLOs) and their
constraints, value
centers, and assign
relative values for a
given business service

IT Configuration Manage staffing, IT Manager Define staffing levels,

operations, and Service Level Management constraints, work
environment Manager schedules, locations, and
supported hardware and
software configuration

Decision models Create and run Service Level Management Create and maintain
scenarios Manager simulation models,
optimization models,
and update impact rules

Administration Manage data IT Manager Import service

System Administrator management, asset
management, and
application map data

Configuration Manage decision IT Manager Configure decision

models Service Level Management models, update impact
Manager rules and constraints

Related topics
Getting started with DecisionCenter
DecisionCenter overview
DecisionCenter architecture
Analytics
Dashboards
31
 Getting started with ITPA
IT Performance Analytics (ITPA) gives you out-of-box performance metrics for Service Operation
Analytics, such as Incident Management, Problem Management, Request Management, and
Service Desk. It can display analytics in a dashboard for quick access, and supports an integrated
BusinessObjects Enterprise XI suite of reporting tools. ITPA is the baseline component of
DecisionCenter.
With ITPA you can:
• Generate cascading balanced scorecards to evaluate the performance of the IT organization and
set new objectives.
• Create dashboards that display performance metrics and key performance indicators.
• Drill down into multi-dimensional analytics.
• View performance indicators for incidents, problems, and changes.
• Identify service downtime and outages.
Using historical data, ITPA prepackaged reports provide analytics that allow CIOs to optimize
their IT staff assignments and demonstrate the impact of additional services on the existing service
portfolio.

To start using DecisionCenter ITPA

First ensure that the application is installed and configured according to the directions in the
DecisionCenter Installation Guide. To log on to the application web server:
1 Make sure that you have a valid login name and password.
2 Type the DecisionCenter URL in your browser. For example, type:
http://servername:portnumber/decisionCenter/
3 Type a valid Username and Password.
4 Click Log in.
5 Click the report links in the Analytics sections to access ITPA reports.
Related topics
IT Performance Analytics
My Dashboards
Business Intelligence tools

IT Performance Analytics
DecisionCenter has a series of out-of-box reports that provide analytical information to help
organizations make business-relevant decisions that align with IT services and the IT
Infrastructure Library (ITIL) framework.
The ITIL service lifecycle includes Service Strategy, Service Design, Service Transition, and Service
Operation. The analytics in these components deliver easy-to-understand documents that present
the status of the business.

32
 Report types
DecisionCenter provides two types of reports: analytics and web intelligence. You can identify the
report types by the icon that precedes the report name on the navigation menu.

Type Icon Description

Analytic This report is based on metrics that are created through

the Business Objects Performance management
application. You can refresh the report based on selection
criteria for that metric.

Web intelligence This report uses a browser-based application that enables

you to add filters to modify selected criteria and build
reports.

Navigating the reports by drilling

Some of the reports have drillable functions. You can drill up, down, or through a report to examine
the details more closely.
When you drill up or down, you drill to another level of the hierarchy in the same report. For
example, you can drill down from the year to examine data for each quarter. You can drill down
further to month, week, and day.
When you drill up, you move along the hierarchy’s drill path from lower-level to higher-level data.
For example, if you drill down on year to quarter, you drill up on quarter to return to year.
You can drill through to a separate report from a parent report. The drill through reports are
Details reports that you can access without the parent report. For example, the First Call
Resolutions analytic provides information about how well the service is performing and whether
additional resources are necessary to facilitate high call volumes. Drilling through to the First Call
Resolution Details report offers further analysis of the call categories in determining when to
require process improvements.
Related topics
Getting started with ITPA
Service Strategies Analytics
Service Design Analytics
Service Transition Analytics
Service Operation Analytics

Service Strategies Analytics

Service Strategies Analytics deliver information to help organizations manage their IT services.
The Business Impact, IT Financial Management, and Service Level Management analytics align
with the IT Infrastructure Library (ITIL) framework.
Related topics
IT Performance Analytics
Service Design Analytics
Service Transition Analytics
Service Operation Analytics

33
Business Impact
IT Financial Management

Business Impact
The Business Impact Analytics (BIA) out-of-box reports help identify risks and assess the impact of
those risks. BIA shows how organizations are affected if business functions and processes are
interrupted.
For more information, choose a report from Related topics.
Related topics
Service Strategies Analytics
Impact Analysis
Impact by Business Service
Impact by Business Service and Assignment Group
Impact by Business Service and Category
Impact by Business Service and Value Center
Impact by Business Service With Cost
Impact by Value Center
Impact by Value Center and Business Service
Impact by Value Center Hierarchy
Impact by Value Center With Cost
Impact for CI Type
Impact for CI Type and Business Service

Impact Analysis

IT Management needs to know the overall impact to their business. This analysis allows IT
management and business service owners to understand the total impact to their business.
Cost is the hourly rate to run the business, determined by multiplying the hourly rate for a
technician of a particular assignment group by the work time that the technician spends on a
ticket. Downtime impact is the cost that the business incurs for the duration of the ticket from
opening to resolution because the business is impacted during that entire period.

Category Description

Purpose To identify how downtime impacts the

organization.

Usage Users: IT management, Service management

Frequency: Monthly

Guided analysis Drill through to Impact by Business Service and

Impact by Value Center

Layout details Not applicable

Sum of Impact

Alternate metrics Not applicable

34
Related topics
Business Impact
Impact by Business Service
Impact by Business Service and Assignment Group
Impact by Business Service and Category
Impact by Business Service and Value Center
Impact by Business Service With Cost
Impact by Value Center
Impact by Value Center and Business Service
Impact by Value Center Hierarchy
Impact by Value Center With Cost
Impact for CI Type
Impact for CI Type and Business Service

Impact by Business Service

IT Management needs to know the overall impact to their business and which business services are
most impacted. This analysis allows IT management and business service owners to understand
which business services have the highest impact.
Cost is the hourly rate to run the business, determined by multiplying the hourly rate for a
technician of a particular assignment group by the work time that the technician spends on a
ticket. Downtime impact is the cost that the business incurs for the duration of the ticket from
opening to resolution because the business is impacted during that entire period.

Category Description

Purpose To identify the top five business services that downtime impacts.

Usage Users: IT management, Service management

Frequency: Monthly

Guided analysis Drill through to Impact by Business Service and Assignment Group,
Impact by Business Service and Category, and Impact by Business
Service and Value Center

Layout details Top 5 Business Services

Impact Metric for Top 5 Business Services

Alternate metrics Not applicable

Related topics
Business Impact
Impact Analysis
Impact by Business Service and Assignment Group
Impact by Business Service and Category
Impact by Business Service and Value Center
Impact by Business Service With Cost
Impact by Value Center
Impact by Value Center and Business Service
Impact by Value Center Hierarchy
Impact by Value Center With Cost

35
Impact for CI Type
Impact for CI Type and Business Service

Impact by Business Service and Assignment Group

Business service managers need to understand where they spend their money. This analysis helps
to determine which assignment groups are most directly affecting the bottom line of their
organizations.
Cost is the hourly rate to run the business, determined by multiplying the hourly rate for a
technician of a particular assignment group by the work time that the technician spends on a
ticket. Downtime impact is the cost that the business incurs for the duration of the ticket from
opening to resolution because the business is impacted during that entire period.

Category Description

Purpose To help business service owners to determine impact trends to their

services segmented by assignment group influence.

Usage Users: Business service owners, Assignment group management, IT

management, Service management
Frequency: Quarterly

Guided analysis Not applicable

Layout details Assignment Group Name, Business Service Name, Business Service
Prompt, Incident Open Date–Month, Refresh Date

Cost, Impact

Alternate metrics None

Related topics
Business Impact
Impact Analysis
Impact by Business Service
Impact by Business Service and Category
Impact by Business Service and Value Center
Impact by Business Service With Cost
Impact by Value Center
Impact by Value Center and Business Service
Impact by Value Center Hierarchy
Impact by Value Center With Cost
Impact for CI Type
Impact for CI Type and Business Service

36
 Impact by Business Service and Category

Business service owners cannot take proactive measures to manage their services unless they
understand the areas that are negatively affected. This analysis allows owners and management to
understand which incident types have the most damaging effect on the service and when they are
most likely to occur.
Cost is the hourly rate to run the business, determined by multiplying the hourly rate for a
technician of a particular assignment group by the work time that the technician spends on a
ticket. Downtime impact is the cost that the business incurs for the duration of the ticket from
opening to resolution because the business is impacted during that entire period.

Category Description

Purpose To provide business owners with information about how unscheduled incidents impact the
business service.

Usage Users: Business service owners, IT management, Service management

Frequency: Quarterly

Guided analysis Not applicable

Layout details Business Service Name, Business Service Prompt, Incident Category Name, Incident
Open Date–Month, Refresh Date

Impact

Alternate metrics

Related topics
Business Impact
Impact Analysis
Impact by Business Service
Impact by Business Service and Assignment Group
Impact by Business Service and Value Center
Impact by Business Service With Cost
Impact by Value Center
Impact by Value Center and Business Service
Impact by Value Center Hierarchy
Impact by Value Center With Cost
Impact for CI Type
Impact for CI Type and Business Service

37
 Impact by Business Service and Value Center

IT Management needs to know the downtime impact to their business and which value centers
associated with a business service are impacted.
Cost is the hourly rate to run the business, determined by multiplying the hourly rate for a
technician of a particular assignment group by the work time that the technician spends on a
ticket. Downtime impact is the cost that the business incurs for the duration of the ticket from
opening to resolution because the business is impacted during that entire period.

Category Description

Purpose To identify the value centers that are associated with the top five impacted business services
and which ones impact downtime the most.

Usage Users: IT management, Service management

Frequency: Monthly

Guided analysis Not applicable

Layout details Business Service Name, Business Service Prompt, Incident Open Date–Month, Incident
Open Date–Week, Incident Open Date–Year, Refresh Date, Value Center Name

Impact

Alternate metrics Not applicable

Related topics
Business Impact
Impact Analysis
Impact by Business Service
Impact by Business Service and Assignment Group
Impact by Business Service and Category
Impact by Business Service With Cost
Impact by Value Center
Impact by Value Center and Business Service
Impact by Value Center Hierarchy
Impact by Value Center With Cost
Impact for CI Type
Impact for CI Type and Business Service

38
 Impact by Business Service With Cost

Business service owners need to understand the relationship of downtime impact to cost.
Cost is the hourly rate to run the business, determined by multiplying the hourly rate for a
technician of a particular assignment group by the work time that the technician spends on a
ticket. Downtime impact is the cost that the business incurs for the duration of the ticket from
opening to resolution because the business is impacted during that entire period.

Category Description

Purpose To identify the relationship between downtime impact and cost.

Usage Users: Service level management, Business service owners

Frequency: Quarterly

Guided analysis Not applicable

Layout details Business Service Name, Business Service Prompt, Incident Open Date–Month,
Refresh Date

Cost, Impact

Alternate metrics

Related topics
Business Impact
Impact Analysis
Impact by Business Service
Impact by Business Service and Assignment Group
Impact by Business Service and Category
Impact by Business Service and Value Center
Impact by Value Center
Impact by Value Center and Business Service
Impact by Value Center Hierarchy
Impact by Value Center With Cost
Impact for CI Type
Impact for CI Type and Business Service

39
 Impact by Value Center

IT Management needs to know the overall impact to their business and which value centers are
most impacted. This analysis allows IT management and business service owners to understand
which value centers have the highest impact.
Cost is the hourly rate to run the business, determined by multiplying the hourly rate for a
technician of a particular assignment group by the work time that the technician spends on a
ticket. Downtime impact is the cost that the business incurs for the duration of the ticket from
opening to resolution because the business is impacted during that entire period.

Category Description

Purpose To identify the top five value centers that downtime impacts.

Usage Users: IT management, Service management

Frequency: Monthly

Guided analysis Drill through to Impact by Value Center Hierarchy

Layout details Top 5 Value Centers

Impact Metric for Top 5 Value Centers

Alternate metrics Not applicable

Related topics
Business Impact
Impact Analysis
Impact by Business Service
Impact by Business Service and Assignment Group
Impact by Business Service and Category
Impact by Business Service and Value Center
Impact by Business Service With Cost
Impact by Value Center and Business Service
Impact by Value Center Hierarchy
Impact by Value Center With Cost
Impact for CI Type
Impact for CI Type and Business Service

40
 Impact by Value Center and Business Service

IT Management needs to know the impact to their business and which business services associated
with a value center are impacted.
Cost is the hourly rate to run the business, determined by multiplying the hourly rate for a
technician of a particular assignment group by the work time that the technician spends on a
ticket. Downtime impact is the cost that the business incurs for the duration of the ticket from
opening to resolution because the business is impacted during that entire period.

Category Description

Purpose To identify the business services that are associated with the top five impacted value centers
and which business services impact downtime the most.

Usage Users: IT management, Service management

Frequency: Monthly

Guided analysis Not applicable

Layout details Business Service Name, Incident Open Date–Month, Refresh Date, Value Center Name,
Value Center Prompt

Impact

Alternate metrics Not applicable

Related topics
Business Impact
Impact Analysis
Impact by Business Service
Impact by Business Service and Assignment Group
Impact by Business Service and Category
Impact by Business Service and Value Center
Impact by Business Service With Cost
Impact by Value Center
Impact by Value Center Hierarchy
Impact by Value Center With Cost
Impact for CI Type
Impact for CI Type and Business Service

41
 Impact by Value Center Hierarchy

IT Management needs to know the overall impact to their business and which value centers are
most impacted. This analysis allows IT management and business service owners to understand
which value centers had the highest impact and to drill down for further analysis.
Cost is the hourly rate to run the business, determined by multiplying the hourly rate for a
technician of a particular assignment group by the work time that the technician spends on a
ticket. Downtime impact is the cost that the business incurs for the duration of the ticket from
opening to resolution because the business is impacted during that entire period.

Category Description

Purpose To drill down from the top five parent value centers that downtime impacts to the respective
child value centers.

Usage Users: IT management, Service management

Frequency: Monthly

Guided analysis Drill through to Impact by Value Center and Business Service

Layout details Incident Open Date–Month, Incident Open Date–Week, Refresh Date, Value Center
Hierarchy, Value Center Name

Drill, Impact, Value Center Drill, Value Center Prompt

Alternate metrics Not applicable

Related topics
Business Impact
Impact Analysis
Impact by Business Service
Impact by Business Service and Assignment Group
Impact by Business Service and Category
Impact by Business Service and Value Center
Impact by Business Service With Cost
Impact by Value Center
Impact by Value Center and Business Service
Impact by Value Center With Cost
Impact for CI Type
Impact for CI Type and Business Service

42
 Impact by Value Center With Cost

Value center management needs to understand the relationship of downtime impact to cost.
Cost is the hourly rate to run the business, determined by multiplying the hourly rate for a
technician of a particular assignment group by the work time that the technician spends on a
ticket. Downtime impact is the cost that the business incurs for the duration of the ticket from
opening to resolution because the business is impacted during that entire period.

Category Description

Purpose To identify the relationship between downtime impact and value center cost.

Usage Users: Service level management, Value center management, Business service owners
Frequency: Quarterly

Guided analysis Not applicable

Layout details Incident Open Date–Month, Refresh Date, Value Center, Value Center Prompt

Cost, Impact

Alternate metrics Not applicable

Related topics
Business Impact
Impact Analysis
Impact by Business Service
Impact by Business Service and Assignment Group
Impact by Business Service and Category
Impact by Business Service and Value Center
Impact by Business Service With Cost
Impact by Value Center
Impact by Value Center and Business Service
Impact by Value Center Hierarchy
Impact for CI Type
Impact for CI Type and Business Service

43
 Impact for CI Type

IT Management needs to have current knowledge of the Configuration Items (CIs) that most
negatively affect the business services that they support. This analysis allows IT management and
business service owners to understand the CI types that impact the organization and to drill down
to the problematic makes and models.
Cost is the hourly rate to run the business, determined by multiplying the hourly rate for a
technician of a particular assignment group by the work time that the technician spends on a
ticket. Downtime impact is the cost that the business incurs for the duration of the ticket from
opening to resolution because the business is impacted during that entire period.

Category Description

Purpose To identify costly CI types and understand where they cause the most impact.

Usage Users: IT management, Service management

Frequency: Quarterly

Guided analysis Drill through to Impact for CI Type and Business Service

Layout details CI Type, Drill, Quarter End Date, Quarter Start Date, Refresh Date, Test End Date

Impact

Alternate metrics Business Service Downtime Impact by CI Brand—Replace the CI Type with the CI Brand to
allow vendor management professionals to understand those suppliers that cost the
organization the most in downtime impact costs.

Related topics
Business Impact
Impact Analysis
Impact by Business Service
Impact by Business Service and Assignment Group
Impact by Business Service and Category
Impact by Business Service and Value Center
Impact by Business Service With Cost
Impact by Value Center
Impact by Value Center and Business Service
Impact by Value Center Hierarchy
Impact by Value Center With Cost
Impact for CI Type and Business Service

Impact for CI Type and Business Service

IT Management needs to have current knowledge of the Configuration Items (CIs) that most
negatively affect the business services that they support. This analysis allows IT management and
business service owners to understand the CI types that impact the organization and the business
services associated with the specific CI types.
Cost is the hourly rate to run the business, determined by multiplying the hourly rate for a
technician of a particular assignment group by the work time that the technician spends on a

44
 ticket. Downtime impact is the cost that the business incurs for the duration of the ticket from
opening to resolution because the business is impacted during that entire period.

Category Description

Purpose To identify costly CIs and understand where they cause the most impact.

Usage Users: IT management, Service management

Frequency: Quarterly

Guided analysis Not applicable

Layout details Business Service Name, CI Prompt, CI Type, Incident Open Date–Month, Quarter End
Date, Quarter Start Date, Refresh Date, Value Center Name

Impact

Alternate metrics CI Brand Downtime Impact by Business Service—Replace the CI Type with the CI Brand to
allow vendor management professionals to understand those suppliers that cost the
organization the most in downtime impact costs.

Related topics
Business Impact
Impact Analysis
Impact by Business Service
Impact by Business Service and Assignment Group
Impact by Business Service and Category
Impact by Business Service and Value Center
Impact by Business Service With Cost
Impact by Value Center
Impact by Value Center and Business Service
Impact by Value Center Hierarchy
Impact by Value Center With Cost
Impact for CI Type

IT Financial Management
The IT Financial Management out-of-box reports provide operational-level reporting about assets,
budgets, contract costs, software licensing compliance, and outages.
For more information, choose a report from Related topics.
Related topics
Service Strategies Analytics
Asset Cost
Asset Retirement Schedule
Asset Retirement Schedule Details
Budget Versus Actuals
Budget Versus Actuals by Cost Center
Budget Versus Actuals by Department
Budget Versus Actuals by Supplier
Contract Cost Forecast by Cost Center

45
Contract Cost Forecast by Cost Center Details
Contract Cost Forecast by Department
Contract Cost Forecast by Department Details
Contract Cost Forecast by Region
Contract Cost Forecast by Region Details
Contract Expiration
IT Cost Breakdown
IT Cost Breakdown Over Time
IT Cost Breakdown Over Time Details
Projected Savings From Unused Software
Projected Savings From Unused Software Details
Software License Compliance
Software License Compliance by Application
Software License Compliance by Application Details

Asset Cost

This analysis shows the comparison line graph cost of assets over the region in one year and the
cost of assets over the model for that same year.

Category Description

Purpose To determine the impact on the IT budget of regional or departmental concerns.

Usage Users: Senior IT managers

Frequency: Quarterly

Guided analysis Not applicable

Layout details Debit Currency, Model Hierarchy, Quarter, Region Hierarchy

Expense Line Total

Alternate metrics None

Related topics
IT Financial Management
Asset Retirement Schedule
Asset Retirement Schedule Details
Budget Versus Actuals
Budget Versus Actuals by Cost Center
Budget Versus Actuals by Department
Budget Versus Actuals by Supplier
Contract Cost Forecast by Cost Center
Contract Cost Forecast by Cost Center Details
Contract Cost Forecast by Department
Contract Cost Forecast by Department Details
Contract Cost Forecast by Region
Contract Cost Forecast by Region Details
Contract Expiration
IT Cost Breakdown
IT Cost Breakdown Over Time
IT Cost Breakdown Over Time Details
Projected Savings From Unused Software
Projected Savings From Unused Software Details
46
Software License Compliance
Software License Compliance by Application
Software License Compliance by Application Details

Asset Retirement Schedule

The first key to understanding how to manage the IT assets that exist within the organization is to
understand what is available in specific locations. The table in this report shows the asset count for
a particular model across different regions. The drill-through option in any cell takes you to the
sub-report, which shows details of the assets for that model and region.

Category Description

Purpose To view a summary of the assets scheduled for retirement that are distributed throughout the
enterprise. This analysis also acts as a template for more focused views into asset distribution
breakdown for IT knowledge area experts.

Usage Users: IT management

Frequency: Yearly

Guided analysis Drill through to Asset Retirement Schedule Details

Layout details Asset Tag, City, Model Name, Month, Nature Name, Quarter, Retire Date, State,
Week, Year

Asset Count

Alternate metrics None

Related topics
IT Financial Management
Asset Cost
Asset Retirement Schedule Details
Budget Versus Actuals
Budget Versus Actuals by Cost Center
Budget Versus Actuals by Department
Budget Versus Actuals by Supplier
Contract Cost Forecast by Cost Center
Contract Cost Forecast by Cost Center Details
Contract Cost Forecast by Department
Contract Cost Forecast by Department Details
Contract Cost Forecast by Region
Contract Cost Forecast by Region Details
Contract Expiration
IT Cost Breakdown
IT Cost Breakdown Over Time
IT Cost Breakdown Over Time Details
Projected Savings From Unused Software
Projected Savings From Unused Software Details
Software License Compliance
Software License Compliance by Application
Software License Compliance by Application Details

47
 Asset Retirement Schedule Details

This report provides a tabular view of the details of each asset that is scheduled to retire in a
specific year.

Category Description

Purpose To view the asset details for a specified year.

Usage Users: IT management

Frequency: Yearly

Guided analysis Not applicable

Layout details Asset Tag, City, Model Name, Month, Nature Name, Quarter, Retire Date, State, Week,
Year

Asset Count

Alternate metrics None

Related topics
IT Financial Management
Asset Cost
Asset Retirement Schedule
Budget Versus Actuals
Budget Versus Actuals by Cost Center
Budget Versus Actuals by Department
Budget Versus Actuals by Supplier
Contract Cost Forecast by Cost Center
Contract Cost Forecast by Cost Center Details
Contract Cost Forecast by Department
Contract Cost Forecast by Department Details
Contract Cost Forecast by Region
Contract Cost Forecast by Region Details
Contract Expiration
IT Cost Breakdown
IT Cost Breakdown Over Time
IT Cost Breakdown Over Time Details
Projected Savings From Unused Software
Projected Savings From Unused Software Details
Software License Compliance
Software License Compliance by Application
Software License Compliance by Application Details

48
 Budget Versus Actuals

This analytic enables executive management to identify the degree and length of discrepancies in
the actual budget spanning different categories.

Category Description

Purpose To show the percentage of budget spent in a year by quarters.

Usage Users: Executive management

Frequency: Quarterly

Guided analysis Not applicable

Layout details Budget, Company Name, Computer Type, Employee Hierarchy, Month, Period Name,
Quarter, Title, Week, Year

Budgets, Cost Center Link, Department Link, Expense Line Total, Percentage of Budget

Alternate metrics None

Related topics
IT Financial Management
Asset Cost
Asset Retirement Schedule
Asset Retirement Schedule Details
Budget Versus Actuals by Cost Center
Budget Versus Actuals by Department
Budget Versus Actuals by Supplier
Contract Cost Forecast by Cost Center
Contract Cost Forecast by Cost Center Details
Contract Cost Forecast by Department
Contract Cost Forecast by Department Details
Contract Cost Forecast by Region
Contract Cost Forecast by Region Details
Contract Expiration
IT Cost Breakdown
IT Cost Breakdown Over Time
IT Cost Breakdown Over Time Details
Projected Savings From Unused Software
Projected Savings From Unused Software Details
Software License Compliance
Software License Compliance by Application
Software License Compliance by Application Details

49
 Budget Versus Actuals by Cost Center

This analytic enables executive management to identify the degree and length of discrepancies in
the actual budget by cost center.

Category Description

Purpose To provide a comparison line graph of actual and budgeted expenses for a particular quarter
by cost center.

Usage Users: Executive management

Frequency: Quarterly

Guided analysis Not applicable

Layout details Budget, Debit Currency, Month, Quarter, Title, Week, Year

Budgets, Expense Line Total

Alternate metrics None

Related topics
IT Financial Management
Asset Cost
Asset Retirement Schedule
Asset Retirement Schedule Details
Budget Versus Actuals
Budget Versus Actuals by Department
Budget Versus Actuals by Supplier
Contract Cost Forecast by Cost Center
Contract Cost Forecast by Cost Center Details
Contract Cost Forecast by Department
Contract Cost Forecast by Department Details
Contract Cost Forecast by Region
Contract Cost Forecast by Region Details
Contract Expiration
IT Cost Breakdown
IT Cost Breakdown Over Time
IT Cost Breakdown Over Time Details
Projected Savings From Unused Software
Projected Savings From Unused Software Details
Software License Compliance
Software License Compliance by Application
Software License Compliance by Application Details

50
 Budget Versus Actuals by Department

This analysis enables executive management to identify the degree and length of discrepancies in
the actual budget by department.

Category Description

Purpose To provide a comparison line graph of actual and budgeted expenses for a particular quarter
by department.

Usage Users: Executive management

Frequency: Quarterly

Guided analysis Not applicable

Layout details Budget, Debit Currency, Quarter, Year

Budgets, Expense Line Total

Alternate metrics None

Related topics
IT Financial Management
Asset Cost
Asset Retirement Schedule
Asset Retirement Schedule Details
Budget Versus Actuals
Budget Versus Actuals by Cost Center
Budget Versus Actuals by Supplier
Contract Cost Forecast by Cost Center
Contract Cost Forecast by Cost Center Details
Contract Cost Forecast by Department
Contract Cost Forecast by Department Details
Contract Cost Forecast by Region
Contract Cost Forecast by Region Details
Contract Expiration
IT Cost Breakdown
IT Cost Breakdown Over Time
IT Cost Breakdown Over Time Details
Projected Savings From Unused Software
Projected Savings From Unused Software Details
Software License Compliance
Software License Compliance by Application
Software License Compliance by Application Details

51
 Budget Versus Actuals by Supplier

This analytic enables executive management to identify the degree and length of discrepancies in
the actual budget by supplier.

Category Description

Purpose To provide a comparison line graph of actual and budgeted expenses for a particular quarter
by supplier.

Usage Users: Executive management

Frequency: Quarterly

Guided analysis Not applicable

Layout details Budget, Company Name, Debit Currency, Quarter, Year

Budgets, Expense Line Total, Expenses

Alternate metrics None

Related topics
IT Financial Management
Asset Cost
Asset Retirement Schedule
Asset Retirement Schedule Details
Budget Versus Actuals
Budget Versus Actuals by Cost Center
Budget Versus Actuals by Department
Contract Cost Forecast by Cost Center
Contract Cost Forecast by Cost Center Details
Contract Cost Forecast by Department
Contract Cost Forecast by Department Details
Contract Cost Forecast by Region
Contract Cost Forecast by Region Details
Contract Expiration
IT Cost Breakdown
IT Cost Breakdown Over Time
IT Cost Breakdown Over Time Details
Projected Savings From Unused Software
Projected Savings From Unused Software Details
Software License Compliance
Software License Compliance by Application
Software License Compliance by Application Details

52
 Contract Cost Forecast by Cost Center

IT organizations incur unnecessary contract-related costs because of lapses or automatic renewals.

This analysis enables IT management to reclaim control of their budgets by identifying contracts
that are up for renewal.

Category Description

Purpose To view the rent contracts by cost center, department, and region in the next 30, 60, 90, and
120 days.

Usage Users: IT management

Frequency: Monthly

Guided analysis Drill through to Contract Cost Forecast by Cost Center Details

Layout details Employee Hierarchy, Region Hierarchy, Rent Due Cost, Rent Due Dept, Rent Due
Region, Billing Date, Debit Currency

Cost Center Link, Department Link, Drill Dept, Drill Region, Expense Line
Total (Query 2 through Query 4), Region Link

Alternate metrics None

Related topics
IT Financial Management
Asset Cost
Asset Retirement Schedule
Asset Retirement Schedule Details
Budget Versus Actuals
Budget Versus Actuals by Cost Center
Budget Versus Actuals by Department
Budget Versus Actuals by Supplier
Contract Cost Forecast by Cost Center Details
Contract Cost Forecast by Department
Contract Cost Forecast by Department Details
Contract Cost Forecast by Region
Contract Cost Forecast by Region Details
Contract Expiration
IT Cost Breakdown
IT Cost Breakdown Over Time
IT Cost Breakdown Over Time Details
Projected Savings From Unused Software
Projected Savings From Unused Software Details
Software License Compliance
Software License Compliance by Application
Software License Compliance by Application Details

53
 Contract Cost Forecast by Cost Center Details

IT organizations incur unnecessary contract-related costs because of lapses or automatic renewals.

This analysis enables IT management to reclaim control of their budgets by identifying contracts
that are up for renewal.

Category Description

Purpose To view the rent contracts by cost center in the next 30, 60, 90, and 120 days.

Usage Users: IT management

Frequency: Monthly

Guided analysis Not applicable

Layout details Billing Date, Contract Company Name, Date Ended(Acqu), Date Started(Acqu), Debit
Currency, Expense Line Status, Rent, Rent Due

Expense Line Total, Total

Alternate metrics None

Related topics
IT Financial Management
Asset Cost
Asset Retirement Schedule
Asset Retirement Schedule Details
Budget Versus Actuals
Budget Versus Actuals by Cost Center
Budget Versus Actuals by Department
Budget Versus Actuals by Supplier
Contract Cost Forecast by Cost Center
Contract Cost Forecast by Department
Contract Cost Forecast by Department Details
Contract Cost Forecast by Region
Contract Cost Forecast by Region Details
Contract Expiration
IT Cost Breakdown
IT Cost Breakdown Over Time
IT Cost Breakdown Over Time Details
Projected Savings From Unused Software
Projected Savings From Unused Software Details
Software License Compliance
Software License Compliance by Application
Software License Compliance by Application Details

54
 Contract Cost Forecast by Department

IT organizations incur unnecessary contract-related costs because of lapses or automatic renewals.

This analysis enables IT management to reclaim control of their budgets by identifying contracts
that are up for renewal.

Category Description

Purpose To view the rent contracts by department.

Usage Users: IT management

Frequency: Monthly

Guided analysis Drill through to Contract Cost Forecast by Department Details

Layout details Billing Date, Contract Company Name, Date Ended(Acqu), Date Started(Acqu) Debit
Currency, Expense Line Status, Rent, Rent Due

Expense Line Total, Total

Alternate metrics None

Related topics
IT Financial Management
Asset Cost
Asset Retirement Schedule
Asset Retirement Schedule Details
Budget Versus Actuals
Budget Versus Actuals by Cost Center
Budget Versus Actuals by Department
Budget Versus Actuals by Supplier
Contract Cost Forecast by Cost Center
Contract Cost Forecast by Cost Center Details
Contract Cost Forecast by Department Details
Contract Cost Forecast by Region
Contract Cost Forecast by Region Details
Contract Expiration
IT Cost Breakdown
IT Cost Breakdown Over Time
IT Cost Breakdown Over Time Details
Projected Savings From Unused Software
Projected Savings From Unused Software Details
Software License Compliance
Software License Compliance by Application
Software License Compliance by Application Details

55
 Contract Cost Forecast by Department Details

IT organizations incur unnecessary contract-related costs because of lapses or automatic renewals.

This analysis enables IT management to reclaim control of their budgets by identifying contracts
that are up for renewal.

Category Description

Purpose To view the rent contracts by department in the next 30, 60, 90, and 120 days.

Usage Users: IT management

Frequency: Monthly

Guided analysis Not applicable

Layout details Billing Date, Contract Company Name, Date Ended(Acqu), Date Started(Acqu) Debit
Currency, Expense Line Status, Rent, Rent Due

Expense Line Total, Total

Alternate metrics None

Related topics
IT Financial Management
Asset Cost
Asset Retirement Schedule
Asset Retirement Schedule Details
Budget Versus Actuals
Budget Versus Actuals by Cost Center
Budget Versus Actuals by Department
Budget Versus Actuals by Supplier
Contract Cost Forecast by Cost Center
Contract Cost Forecast by Cost Center Details
Contract Cost Forecast by Department
Contract Cost Forecast by Region
Contract Cost Forecast by Region Details
Contract Expiration
IT Cost Breakdown
IT Cost Breakdown Over Time
IT Cost Breakdown Over Time Details
Projected Savings From Unused Software
Projected Savings From Unused Software Details
Software License Compliance
Software License Compliance by Application
Software License Compliance by Application Details

56
 Contract Cost Forecast by Region

IT organizations incur unnecessary contract-related costs because of lapses or automatic renewals.

This analysis enables IT management to reclaim control of their budgets by identifying contracts
that are up for renewal.

Category Description

Purpose To view the rent contracts by region.

Usage Users: IT management

Frequency: Monthly

Guided analysis Drill through to Contract Cost Forecast by Region Details

Layout details Billing Date, Contract Company Name, Date Ended(Acqu), Date Started(Acqu) Debit
Currency, Expense Line Status, Rent, Rent Due, Title

Expense Line Total, Total

Alternate metrics None

Related topics
IT Financial Management
Asset Cost
Asset Retirement Schedule
Asset Retirement Schedule Details
Budget Versus Actuals
Budget Versus Actuals by Cost Center
Budget Versus Actuals by Department
Budget Versus Actuals by Supplier
Contract Cost Forecast by Cost Center
Contract Cost Forecast by Cost Center Details
Contract Cost Forecast by Department
Contract Cost Forecast by Department Details
Contract Cost Forecast by Region Details
Contract Expiration
IT Cost Breakdown
IT Cost Breakdown Over Time
IT Cost Breakdown Over Time Details
Projected Savings From Unused Software
Projected Savings From Unused Software Details
Software License Compliance
Software License Compliance by Application
Software License Compliance by Application Details

57
 Contract Cost Forecast by Region Details

IT organizations incur unnecessary contract-related costs because of lapses or automatic renewals.

This analysis enables IT management to reclaim control of their budgets by identifying contracts
that are up for renewal.

Category Description

Purpose To view the rent contracts by region in the next 30, 60, 90, and 120 days.

Usage Users: IT management

Frequency: Monthly

Guided analysis Not applicable

Layout details Billing Date, Contract Company Name, Date Ended(Acqu), Date Started(Acqu) Debit
Currency, Expense Line Status, Rent, Rent Due, Title

Expense Line Total, Total

Alternate metrics None

Related topics
IT Financial Management
Asset Cost
Asset Retirement Schedule
Asset Retirement Schedule Details
Budget Versus Actuals
Budget Versus Actuals by Cost Center
Budget Versus Actuals by Department
Budget Versus Actuals by Supplier
Contract Cost Forecast by Cost Center
Contract Cost Forecast by Cost Center Details
Contract Cost Forecast by Department
Contract Cost Forecast by Department Details
Contract Cost Forecast by Region
Contract Expiration
IT Cost Breakdown
IT Cost Breakdown Over Time
IT Cost Breakdown Over Time Details
Projected Savings From Unused Software
Projected Savings From Unused Software Details
Software License Compliance
Software License Compliance by Application
Software License Compliance by Application Details

58
 Contract Expiration

IT contract managers frequently do not have the same information as those in the organization who
are response for managing physical assets. This analysis provides insight into the scope and
distribution of contracts across suppliers.

Category Description

Purpose To show the contracts that expire in the next 30, 60, or 90 days.

Usage Users: IT contract managers

Frequency: Monthly

Guided analysis Not applicable

Layout details Contract Company Name, Contract No(Maint), Date Ended(Maint), Date Started(Maint),
Expiration Status, Month, Reference(Maint)

Contract Duration, No of Expiry Day

Alternate metrics None

Related topics
IT Financial Management
Asset Cost
Asset Retirement Schedule
Asset Retirement Schedule Details
Budget Versus Actuals
Budget Versus Actuals by Cost Center
Budget Versus Actuals by Department
Budget Versus Actuals by Supplier
Contract Cost Forecast by Cost Center
Contract Cost Forecast by Cost Center Details
Contract Cost Forecast by Department
Contract Cost Forecast by Department Details
Contract Cost Forecast by Region
Contract Cost Forecast by Region Details
IT Cost Breakdown
IT Cost Breakdown Over Time
IT Cost Breakdown Over Time Details
Projected Savings From Unused Software
Projected Savings From Unused Software Details
Software License Compliance
Software License Compliance by Application
Software License Compliance by Application Details

59
 IT Cost Breakdown

This analysis identifies the categories of assets that are costliest to own and where expenses occur
across several categories.

Category Description

Purpose To compare the category expense with the total cost of IT expenses.

Usage Users: IT management

Frequency: Quarterly

Guided analysis Drill through to IT Cost Breakdown Over Time

Layout details Billing Date, Debit Currency, Last Mod Date, Model Hierarchy, Month, Purpose,
Quarter, Week, Year

Expense Line Total, Total

Alternate metrics None

Related topics
IT Financial Management
Asset Cost
Asset Retirement Schedule
Asset Retirement Schedule Details
Budget Versus Actuals
Budget Versus Actuals by Cost Center
Budget Versus Actuals by Department
Budget Versus Actuals by Supplier
Contract Cost Forecast by Cost Center
Contract Cost Forecast by Cost Center Details
Contract Cost Forecast by Department
Contract Cost Forecast by Department Details
Contract Cost Forecast by Region
Contract Cost Forecast by Region Details
Contract Expiration
IT Cost Breakdown Over Time
IT Cost Breakdown Over Time Details
Projected Savings From Unused Software
Projected Savings From Unused Software Details
Software License Compliance
Software License Compliance by Application
Software License Compliance by Application Details

60
 IT Cost Breakdown Over Time

This analysis identifies the categories of assets that are costliest to own and where expenses occur
across several categories.

Category Description

Purpose To show a graph of cost distributed over time.

Usage Users: IT management

Frequency: Quarterly

Guided analysis Drill through to IT Cost Breakdown Over Time Details

Layout details Billing Date, Last Mod Date, Model Hierarchy, Purpose, Quarter, Year

Cost, Expense Line Total

Alternate metrics None

Related topics
IT Financial Management
Asset Cost
Asset Retirement Schedule
Asset Retirement Schedule Details
Budget Versus Actuals
Budget Versus Actuals by Cost Center
Budget Versus Actuals by Department
Budget Versus Actuals by Supplier
Contract Cost Forecast by Cost Center
Contract Cost Forecast by Cost Center Details
Contract Cost Forecast by Department
Contract Cost Forecast by Department Details
Contract Cost Forecast by Region
Contract Cost Forecast by Region Details
Contract Expiration
IT Cost Breakdown
IT Cost Breakdown Over Time Details
Projected Savings From Unused Software
Projected Savings From Unused Software Details
Software License Compliance
Software License Compliance by Application
Software License Compliance by Application Details

61
 IT Cost Breakdown Over Time Details

This analysis identifies the categories of assets that are costliest to own and where expenses occur
across several categories.

Category Description

Purpose To show the details of a specific IT expense.

Usage Users: IT management

Frequency: Quarterly

Guided analysis Not applicable

Layout details Asset Tag, Assignment, Billing Date, Debit Currency, Expense Line Status, Status, Year

Expense Line Total, Total

Alternate metrics None

Related topics
IT Financial Management
Asset Cost
Asset Retirement Schedule
Asset Retirement Schedule Details
Budget Versus Actuals
Budget Versus Actuals by Cost Center
Budget Versus Actuals by Department
Budget Versus Actuals by Supplier
Contract Cost Forecast by Cost Center
Contract Cost Forecast by Cost Center Details
Contract Cost Forecast by Department
Contract Cost Forecast by Department Details
Contract Cost Forecast by Region
Contract Cost Forecast by Region Details
Contract Expiration
IT Cost Breakdown
IT Cost Breakdown Over Time
Projected Savings From Unused Software
Projected Savings From Unused Software Details
Software License Compliance
Software License Compliance by Application
Software License Compliance by Application Details

62
 Projected Savings from Unused Software

IT financial managers face challenges in trying to bring together asset costs across the disparate
data stores where information might be hidden. This analysis provides an understanding of the
state of the organization within the scope of a controlled data collection process.

Category Description

Purpose To identify the total cost savings, the cost of unused licenses, and the maintenance contracts’
amount saved when organizations reduce the license count and the maintenance fees.

Usage Users: Financial managers, Software asset managers

Frequency: Yearly

Guided analysis Drill through to Projected Savings from Unused Software Details

Layout details License Reduction

Reduction Savings

Alternate metrics None

Related topics
IT Financial Management
Asset Cost
Asset Retirement Schedule
Asset Retirement Schedule Details
Budget Versus Actuals
Budget Versus Actuals by Cost Center
Budget Versus Actuals by Department
Budget Versus Actuals by Supplier
Contract Cost Forecast by Cost Center
Contract Cost Forecast by Cost Center Details
Contract Cost Forecast by Department
Contract Cost Forecast by Department Details
Contract Cost Forecast by Region
Contract Cost Forecast by Region Details
Contract Expiration
IT Cost Breakdown
IT Cost Breakdown Over Time
IT Cost Breakdown Over Time Details
Projected Savings From Unused Software Details
Software License Compliance
Software License Compliance by Application
Software License Compliance by Application Details

63
 Projected Savings From Unused Software Details

To identify the total cost savings, the cost of unused licenses, and the maintenance contracts’
amount saved when organizations reduce the license count and the maintenance fees.

Category Description

Purpose To view the license reduction savings by region and the maintenance reduction savings by cost
center.

Usage Users: Financial managers, Software asset managers

Frequency: Yearly

Guided analysis Not applicable

Layout details City, Contract No(Maint), Cost Center Title(Contract), Country Name, Location Type,
State

Contract Amount, License Reduction Savings

Alternate metrics None

Related topics
IT Financial Management
Asset Cost
Asset Retirement Schedule
Asset Retirement Schedule Details
Budget Versus Actuals
Budget Versus Actuals by Cost Center
Budget Versus Actuals by Department
Budget Versus Actuals by Supplier
Contract Cost Forecast by Cost Center
Contract Cost Forecast by Cost Center Details
Contract Cost Forecast by Department
Contract Cost Forecast by Department Details
Contract Cost Forecast by Region
Contract Cost Forecast by Region Details
Contract Expiration
IT Cost Breakdown
IT Cost Breakdown Over Time
IT Cost Breakdown Over Time Details
Projected Savings From Unused Software
Software License Compliance
Software License Compliance by Application
Software License Compliance by Application Details

64
 Software License Compliance

IT managers must identify both their software license compliance and the degree of the compliance
by application.

Category Description

Purpose To provide information about the percentage of properly licensed software, installations in
excess of licenses, and unused licenses.

Usage Users: IT management

Frequency: Yearly

Guided analysis Drill through to Software License Compliance by Application

Layout details License Contracts

Licenses

Alternate metrics None

Related topics
IT Financial Management
Asset Cost
Asset Retirement Schedule
Asset Retirement Schedule Details
Budget Versus Actuals
Budget Versus Actuals by Cost Center
Budget Versus Actuals by Department
Budget Versus Actuals by Supplier
Contract Cost Forecast by Cost Center
Contract Cost Forecast by Cost Center Details
Contract Cost Forecast by Department
Contract Cost Forecast by Department Details
Contract Cost Forecast by Region
Contract Cost Forecast by Region Details
Contract Expiration
IT Cost Breakdown
IT Cost Breakdown Over Time
IT Cost Breakdown Over Time Details
Projected Savings From Unused Software
Projected Savings From Unused Software Details
Software License Compliance by Application
Software License Compliance by Application Details

65
 Software License Compliance by Application

IT managers must identify both their software license compliance and the degree of the compliance
by application.

Category Description

Purpose To show properly licensed software, installations in excess of licenses, and licenses in excess of
installations.

Usage Users: Software asset managers, IT management

Frequency: Yearly

Guided analysis Drill through to Software License Compliance by Application Details

Layout details License Contracts, Asset Model

Licenses

Alternate metrics None

Related topics
IT Financial Management
Asset Cost
Asset Retirement Schedule
Asset Retirement Schedule Details
Budget Versus Actuals
Budget Versus Actuals by Cost Center
Budget Versus Actuals by Department
Budget Versus Actuals by Supplier
Contract Cost Forecast by Cost Center
Contract Cost Forecast by Cost Center Details
Contract Cost Forecast by Department
Contract Cost Forecast by Department Details
Contract Cost Forecast by Region
Contract Cost Forecast by Region Details
Contract Expiration
IT Cost Breakdown
IT Cost Breakdown Over Time
IT Cost Breakdown Over Time Details
Projected Savings From Unused Software
Projected Savings From Unused Software Details
Software License Compliance
Software License Compliance by Application Details

66
 Software License Compliance by Application Details

IT managers must identify both their software license compliance and the degree of the compliance
by application.

Category Description

Purpose To show the details for installations and licenses of specific models.

Usage Users: IT management

Frequency: Yearly

Guided analysis Not applicable

Layout details Assignment Date, Authorization, License Type, Model Name, Nature Name, OS, Soft Inst
ID, Usage (Asset Soft Install), Version level, Version Level Soft Inst

Average Price, Installation Count, License Count, Price, Usage (Asset Measures)

Alternate metrics None

Related topics
IT Financial Management
Asset Cost
Asset Retirement Schedule
Asset Retirement Schedule Details
Budget Versus Actuals
Budget Versus Actuals by Cost Center
Budget Versus Actuals by Department
Budget Versus Actuals by Supplier
Contract Cost Forecast by Cost Center
Contract Cost Forecast by Cost Center Details
Contract Cost Forecast by Department
Contract Cost Forecast by Department Details
Contract Cost Forecast by Region
Contract Cost Forecast by Region Details
Contract Expiration
IT Cost Breakdown
IT Cost Breakdown Over Time
IT Cost Breakdown Over Time Details
Projected Savings From Unused Software
Projected Savings From Unused Software Details
Software License Compliance
Software License Compliance by Application

67
 Service Design Analytics
Service Design Analytics deliver information to help organizations manage their service levels.
Service Level Management (SLM) analytics align with the IT Infrastructure Library (ITIL)
framework.
Related topics
IT Performance Analytics
Service Strategies Analytics
Service Transition Analytics
Service Operation Analytics
Service Level Management

Service Level Management

The IT Performance Analytics (ITPA) Service Level Management out-of-box analytics provide
analytical information about costs related to Service Level Agreements (SLA). Users can see in-
depth views of the variable service-related costs.
For more information, choose a report from Related topics.
Related topics
Service Design Analytics
Outage Summary
Outage Summary by Top 10 CI Types
Outage Summary by Top 10 CI Types Details
Outage Volume
Outage Volume by Business Service
Outage Volume by Business Service and CI
Outage Volume by Change
Outage Volume by CI Type
Outage Volume by CI Type Details
Outage Volume by Incident
Service Contract Cost Over Time
Service Delivery Cost
Service Delivery Cost by Change and Incident
Service Delivery Cost Details
SLA Availability Exceptions
SLA Availability Exceptions by SLO
SLA Availability Exceptions by SLO Details
SLA by Expiration Date
SLA Response Achievement by Customer
SLA Response Achievement by Customer Details
SLA Response Achievement Over Time
Unplanned Downtime by SLA

Outage Summary

This analytic shows the outage volume and outage downtime.

Category Description

Purpose To identify the CI types that have the most frequent outage.

Usage Users: Service managers

Frequency: Monthly

68
Category Description

Guided analysis Drill through to Outage Summary by Top 10 CI Types

Layout details Configuration Item, Configuration Item Type, Outage Start Date

Outage Count, Outage Downtime

Alternate metrics None

Related topics
Service Level Management
Outage Summary by Top 10 CI Types
Outage Summary by Top 10 CI Types Details
Outage Volume
Outage Volume by Business Service
Outage Volume by Business Service and CI
Outage Volume by Change
Outage Volume by CI Type
Outage Volume by CI Type Details
Outage Volume by Incident
Service Contract Cost Over Time
Service Delivery Cost
Service Delivery Cost by Change and Incident
Service Delivery Cost Details
SLA Availability Exceptions
SLA Availability Exceptions by SLO
SLA Availability Exceptions by SLO Details
SLA by Expiration Date
SLA Response Achievement by Customer
SLA Response Achievement by Customer Details
SLA Response Achievement Over Time
Unplanned Downtime by SLA

Outage Summary by Top 10 CI Types

This analytic shows the outage volume and outage downtime of the top 10 Configuration Item (CI)
types over time.

Category Description

Purpose To identify the CI types that have the most frequent outage.

Usage Users: Service managers

Frequency: Monthly

Guided analysis Drill through to Outage Summary by Top 10 CI Types Details

69
Category Description

Layout details Configuration Item, Configuration Item Type, Outage Start Date

Outage Count, Outage Downtime

Alternate metrics None

Related topics
Service Level Management
Outage Summary
Outage Summary by Top 10 CI Types Details
Outage Volume
Outage Volume by Business Service
Outage Volume by Business Service and CI
Outage Volume by Change
Outage Volume by CI Type
Outage Volume by CI Type Details
Outage Volume by Incident
Service Contract Cost Over Time
Service Delivery Cost
Service Delivery Cost by Change and Incident
Service Delivery Cost Details
SLA Availability Exceptions
SLA Availability Exceptions by SLO
SLA Availability Exceptions by SLO Details
SLA by Expiration Date
SLA Response Achievement by Customer
SLA Response Achievement by Customer Details
SLA Response Achievement Over Time
Unplanned Downtime by SLA

Outage Summary by Top 10 CI Types Details

This analytic shows the drill-down details of outage volume and outage downtime of the top 10
Configuration Item (CI) types over time.

Category Description

Purpose To view the top 10 CIs for a specific CI type that has frequent outages.

Usage Users: Service managers

Frequency: Monthly

Guided analysis Not applicable

Layout details Configuration Item, Configuration Item Type, Outage Start Date

Outage Count, Outage Downtime

70
Category Description

Alternate metrics None

Related topics
Service Level Management
Outage Summary
Outage Summary by Top 10 CI Types
Outage Volume
Outage Volume by Business Service
Outage Volume by Business Service and CI
Outage Volume by Change
Outage Volume by CI Type
Outage Volume by CI Type Details
Outage Volume by Incident
Service Contract Cost Over Time
Service Delivery Cost
Service Delivery Cost by Change and Incident
Service Delivery Cost Details
SLA Availability Exceptions
SLA Availability Exceptions by SLO
SLA Availability Exceptions by SLO Details
SLA by Expiration Date
SLA Response Achievement by Customer
SLA Response Achievement by Customer Details
SLA Response Achievement Over Time
Unplanned Downtime by SLA

Outage Volume

This analytic summarizes the monthly outage volume. It helps organizations to understand the
performance of their IT processes.

Category Description

Purpose To identify outage volume.

Usage Users: Service managers

Frequency: Monthly

Guided analysis Drill through to Outage Volume by Business Service, Outage Volume by Change,
Outage Volume by CI Type, and Outage Volume by Incident

Layout details None

Outage Count

Alternate metrics None

71
Related topics
Service Level Management
Outage Summary
Outage Summary by Top 10 CI Types
Outage Summary by Top 10 CI Types Details
Outage Volume by Business Service
Outage Volume by Business Service and CI
Outage Volume by Change
Outage Volume by CI Type
Outage Volume by CI Type Details
Outage Volume by Incident
Service Contract Cost Over Time
Service Delivery Cost
Service Delivery Cost by Change and Incident
Service Delivery Cost Details
SLA Availability Exceptions
SLA Availability Exceptions by SLO
SLA Availability Exceptions by SLO Details
SLA by Expiration Date
SLA Response Achievement by Customer
SLA Response Achievement by Customer Details
SLA Response Achievement Over Time
Unplanned Downtime by SLA

Outage Volume by Business Service

This analytic summarizes the monthly outage volume by business service. It helps organizations to
understand the performance of the business service IT processes.

Category Description

Purpose To identify the percent of increase or decrease in outage volume by business service.

Usage Users: Service managers

Frequency: Monthly

Guided analysis Drill through to Outage Volume by Business Service and CI

Layout details Business Service

Outage Count

Alternate metrics None

Related topics
Service Level Management
Outage Summary
Outage Summary by Top 10 CI Types
Outage Summary by Top 10 CI Types Details
Outage Volume
Outage Volume by Business Service and CI
Outage Volume by Change
Outage Volume by CI Type
Outage Volume by CI Type Details

72
Outage Volume by Incident
Service Contract Cost Over Time
Service Delivery Cost
Service Delivery Cost by Change and Incident
Service Delivery Cost Details
SLA Availability Exceptions
SLA Availability Exceptions by SLO
SLA Availability Exceptions by SLO Details
SLA by Expiration Date
SLA Response Achievement by Customer
SLA Response Achievement by Customer Details
SLA Response Achievement Over Time
Unplanned Downtime by SLA

Outage Volume by Business Service and CI

This analytic summarizes the monthly outage volume by business service. It helps organizations to
understand the performance of the business service IT processes.

Category Description

Purpose To identify the percent of increase or decrease in outage volume by business

service and Configuration Item (CI).

Usage Users: Service managers

Frequency: timeframe

Guided analysis Drill through to Outage Volume by Business Service and CI

Layout details None

Outage Count

Alternate metrics None

Related topics
Service Level Management
Outage Summary
Outage Summary by Top 10 CI Types
Outage Summary by Top 10 CI Types Details
Outage Volume
Outage Volume by Business Service
Outage Volume by Change
Outage Volume by CI Type
Outage Volume by CI Type Details
Outage Volume by Incident
Service Contract Cost Over Time
Service Delivery Cost
Service Delivery Cost by Change and Incident
Service Delivery Cost Details
SLA Availability Exceptions
SLA Availability Exceptions by SLO
SLA Availability Exceptions by SLO Details
SLA by Expiration Date

73
SLA Response Achievement by Customer
SLA Response Achievement by Customer Details
SLA Response Achievement Over Time
Unplanned Downtime by SLA

Outage Volume by Change

This pie chart summarizes the monthly outage volume by change. It helps organizations to
understand what outages are impacted by change.

Category Description

Purpose To identify the outages by change category for the selected month.

Usage Users: Service managers

Frequency: Monthly

Guided analysis Not applicable

Layout details Change Category, Outage Start Date

Outage Count

Alternate metrics None

Related topics
Service Level Management
Outage Summary
Outage Summary by Top 10 CI Types
Outage Summary by Top 10 CI Types Details
Outage Volume
Outage Volume by Business Service
Outage Volume by Business Service and CI
Outage Volume by CI Type
Outage Volume by CI Type Details
Outage Volume by Incident
Service Contract Cost Over Time
Service Delivery Cost
Service Delivery Cost by Change and Incident
Service Delivery Cost Details
SLA Availability Exceptions
SLA Availability Exceptions by SLO
SLA Availability Exceptions by SLO Details
SLA by Expiration Date
SLA Response Achievement by Customer
SLA Response Achievement by Customer Details
SLA Response Achievement Over Time
Unplanned Downtime by SLA

74
 Outage Volume by CI Type

This analytic summarizes the monthly outage volume by Configuration Item (CI) type. It helps
organizations to measure the change process.

Category Description

Purpose To determine how outage splits between incident and change.

Usage Users: Service managers

Frequency: Monthly

Guided analysis Drill through to Outage Volume by CI Type Details

Layout details Configuration Item, Configuration Item Type, Outage Start Date

Outage Count

Alternate metrics None

Related topics
Service Level Management
Outage Summary
Outage Summary by Top 10 CI Types
Outage Summary by Top 10 CI Types Details
Outage Volume
Outage Volume by Business Service
Outage Volume by Business Service and CI
Outage Volume by Change
Outage Volume by CI Type Details
Outage Volume by Incident
Service Contract Cost Over Time
Service Delivery Cost
Service Delivery Cost by Change and Incident
Service Delivery Cost Details
SLA Availability Exceptions
SLA Availability Exceptions by SLO
SLA Availability Exceptions by SLO Details
SLA by Expiration Date
SLA Response Achievement by Customer
SLA Response Achievement by Customer Details
SLA Response Achievement Over Time
Unplanned Downtime by SLA

75
 Outage Volume by CI Type Details

This analytic shows the details of the monthly outage volume of a specific Configuration Item (CI)
type sorted by the duration of the downtime.

Category Description

Purpose To view the top 10 CIs that have frequent outages for the selected month.

Usage Users: Service managers

Frequency: Monthly

Guided analysis Not applicable

Layout details Configuration Item, Configuration Item Type

Outage Count, Outage Downtime

Alternate metrics None

Related topics
Service Level Management
Outage Summary
Outage Summary by Top 10 CI Types
Outage Summary by Top 10 CI Types Details
Outage Volume
Outage Volume by Business Service
Outage Volume by Business Service and CI
Outage Volume by Change
Outage Volume by CI Type
Outage Volume by Incident
Service Contract Cost Over Time
Service Delivery Cost
Service Delivery Cost by Change and Incident
Service Delivery Cost Details
SLA Availability Exceptions
SLA Availability Exceptions by SLO
SLA Availability Exceptions by SLO Details
SLA by Expiration Date
SLA Response Achievement by Customer
SLA Response Achievement by Customer Details
SLA Response Achievement Over Time
Unplanned Downtime by SLA

76
 Outage Volume by Incident

This pie chart summarizes the monthly outage volume by change. It helps organizations to
understand what outages are impacted by change.

Category Description

Purpose To identify the outages by incident category for the selected month.

Usage Users: Service managers

Frequency: Monthly

Guided analysis Not applicable

Layout details Incident Category, Outage Start Date

Outage Count

Alternate metrics None

Related topics
Service Level Management
Outage Summary
Outage Summary by Top 10 CI Types
Outage Summary by Top 10 CI Types Details
Outage Volume
Outage Volume by Business Service
Outage Volume by Business Service and CI
Outage Volume by Change
Outage Volume by CI Type
Outage Volume by CI Type Details
Service Contract Cost Over Time
Service Delivery Cost
Service Delivery Cost by Change and Incident
Service Delivery Cost Details
SLA Availability Exceptions
SLA Availability Exceptions by SLO
SLA Availability Exceptions by SLO Details
SLA by Expiration Date
SLA Response Achievement by Customer
SLA Response Achievement by Customer Details
SLA Response Achievement Over Time
Unplanned Downtime by SLA

77
 Service Contract Cost Over Time

This analytic enables organizations to identify each service contract by Parts and Labor costs.

Category Description

Purpose To help organizations manage service level agreements.

Usage Users: Service managers

Frequency: Monthly

Guided analysis Not applicable

Layout details Contract Name, Date Used, Date Worked, Month Used, Month Worked

Hours Worked, Labor Cost, Part Costs, Quantity Used

Alternate metrics None

Related topics
Service Level Management
Outage Summary
Outage Summary by Top 10 CI Types
Outage Summary by Top 10 CI Types Details
Outage Volume
Outage Volume by Business Service
Outage Volume by Business Service and CI
Outage Volume by Change
Outage Volume by CI Type
Outage Volume by CI Type Details
Outage Volume by Incident
Service Delivery Cost
Service Delivery Cost by Change and Incident
Service Delivery Cost Details
SLA Availability Exceptions
SLA Availability Exceptions by SLO
SLA Availability Exceptions by SLO Details
SLA by Expiration Date
SLA Response Achievement by Customer
SLA Response Achievement by Customer Details
SLA Response Achievement Over Time
Unplanned Downtime by SLA

78
 Service Delivery Cost

The Configuration Item (CI) cost to organizations includes both fixed capital expenditures and
variable service-related costs. The latter category is where many organizations have the most risk
of uncontrollable costs. This analytic provides insight into the variable service-related Service Level
Agreement (SLA) costs.

Category Description

Purpose To track service-related SLA expenses.

Usage Users: CFO, CIO, Business service owners, IT managers

Frequency: Monthly

Guided analysis Drill through to Service Delivery Cost Details, then drill through to Service Delivery Cost by
Change and Incident

Layout details SLA Name

Total Service Cost

Alternate metrics • Business Service TCO/service-related expense analysis

• CI Maintenance costs over time
• Detailed version of this report that follows workflow through to the breakdown of
expenses in tabular format
• Planned vs. unplanned expense analysis
• CI TCO–includes service and asset management

Related topics
Service Level Management
Outage Summary
Outage Summary by Top 10 CI Types
Outage Summary by Top 10 CI Types Details
Outage Volume
Outage Volume by Business Service
Outage Volume by Business Service and CI
Outage Volume by Change
Outage Volume by CI Type
Outage Volume by CI Type Details
Outage Volume by Incident
Service Contract Cost Over Time
Service Delivery Cost by Change and Incident
Service Delivery Cost Details
SLA Availability Exceptions
SLA Availability Exceptions by SLO
SLA Availability Exceptions by SLO Details
SLA by Expiration Date
SLA Response Achievement by Customer
SLA Response Achievement by Customer Details
SLA Response Achievement Over Time
Unplanned Downtime by SLA

79
 Service Delivery Cost by Change and Incident

The Configuration Item (CI) cost to organizations includes both fixed capital expenditures and
variable service-related costs. The latter category is where many organizations have the most risk
of uncontrollable costs. This analytic provides insight into the variable service-related Service Level
Agreement (SLA) costs.

Category Description

Purpose To track service-related SLA expenses.

Usage Users: CFO, CIO, Business service owners, IT managers

Frequency: Monthly

Guided analysis Not applicable

Layout details Affected CI Type, Cost Source, Expense Date–Month, Expense Source Module, Expense
Type, Refresh Date

CI Count, Cost, Total Expense

Alternate metrics • Business Service TCO/service-related expense analysis

• CI Maintenance costs over time
• Detailed version of this report that follows workflow through to the breakdown of
expenses in tabular format
• Planned vs. unplanned expense analysis
• CI TCO–includes service and asset management

Related topics
Service Level Management
Outage Summary
Outage Summary by Top 10 CI Types
Outage Summary by Top 10 CI Types Details
Outage Volume
Outage Volume by Business Service
Outage Volume by Business Service and CI
Outage Volume by Change
Outage Volume by CI Type
Outage Volume by CI Type Details
Outage Volume by Incident
Service Contract Cost Over Time
Service Delivery Cost
Service Delivery Cost Details
SLA Availability Exceptions
SLA Availability Exceptions by SLO
SLA Availability Exceptions by SLO Details
SLA by Expiration Date
SLA Response Achievement by Customer
SLA Response Achievement by Customer Details
SLA Response Achievement Over Time
Unplanned Downtime by SLA

80
 Service Delivery Cost Details

The Configuration Item (CI) cost to organizations includes both fixed capital expenditures and
variable service-related costs. The latter category is where many organizations have the most risk
of uncontrollable costs. This analytic provides insight into the variable service-related Service Level
Agreement (SLA) costs.

Category Description

Purpose To track service-related SLA expenses.

Usage Users: CFO, CIO, Business service owners, IT managers

Frequency: Monthly

Guided analysis Drill through to Service Delivery Cost by Change and Incident

Layout details Affected CI Type, Drill, Expense Date, Expense Date–Month, Month, Refresh Date,
SLA Title

Cost, Device Count, Expense

Alternate metrics • Business Service TCO/service-related expense analysis

• CI Maintenance costs over time
• Detailed version of this report that follows workflow through to the breakdown of
expenses in tabular format
• Planned vs. unplanned expense analysis
• CI TCO–includes service and asset management

Related topics
Service Level Management
Outage Summary
Outage Summary by Top 10 CI Types
Outage Summary by Top 10 CI Types Details
Outage Volume
Outage Volume by Business Service
Outage Volume by Business Service and CI
Outage Volume by Change
Outage Volume by CI Type
Outage Volume by CI Type Details
Outage Volume by Incident
Service Contract Cost Over Time
Service Delivery Cost
Service Delivery Cost by Change and Incident
SLA Availability Exceptions
SLA Availability Exceptions by SLO
SLA Availability Exceptions by SLO Details
SLA by Expiration Date
SLA Response Achievement by Customer
SLA Response Achievement by Customer Details
SLA Response Achievement Over Time
Unplanned Downtime by SLA

81
 SLA Availability Exceptions

This analytic shows how well SLA availability meets requirements.

Category Description

Purpose To show the percent of increase or decrease of SLA expectation levels.

Usage Users: Service managers

Frequency: Monthly

Guided analysis Drill through to SLA Availability Exceptions by SLO, then drill through to SLA Availability
Exceptions by SLO Details

Layout details SLA Title

Availability Percentage

Alternate metrics None

Related topics
Service Level Management
Outage Summary
Outage Summary by Top 10 CI Types
Outage Summary by Top 10 CI Types Details
Outage Volume
Outage Volume by Business Service
Outage Volume by Business Service and CI
Outage Volume by Change
Outage Volume by CI Type
Outage Volume by CI Type Details
Outage Volume by Incident
Service Contract Cost Over Time
Service Delivery Cost
Service Delivery Cost by Change and Incident
Service Delivery Cost Details
SLA Availability Exceptions by SLO
SLA Availability Exceptions by SLO Details
SLA by Expiration Date
SLA Response Achievement by Customer
SLA Response Achievement by Customer Details
SLA Response Achievement Over Time
Unplanned Downtime by SLA

82
 SLA Availability Exceptions by SLO

This analytic shows all service level availability (SLA) exceptions for a particular service level
objective (SLO).

Category Description

Purpose To show the percent of increase or decrease of SLA expectation levels by SLO.

Usage Users: Service managers

Frequency: Monthly

Guided analysis Drill through to SLA Availability Exceptions by SLO Details

Layout details Availability Month, Availability Year, SLA Title, SLO Availability Name

Availability Percentage

Alternate metrics None

Related topics
Service Level Management
Outage Summary
Outage Summary by Top 10 CI Types
Outage Summary by Top 10 CI Types Details
Outage Volume
Outage Volume by Business Service
Outage Volume by Business Service and CI
Outage Volume by Change
Outage Volume by CI Type
Outage Volume by CI Type Details
Outage Volume by Incident
Service Contract Cost Over Time
Service Delivery Cost
Service Delivery Cost by Change and Incident
Service Delivery Cost Details
SLA Availability Exceptions
SLA Availability Exceptions by SLO Details
SLA by Expiration Date
SLA Response Achievement by Customer
SLA Response Achievement by Customer Details
SLA Response Achievement Over Time
Unplanned Downtime by SLA

83
 SLA Availability Exceptions by SLO Details

This bar chart shows the outage volume by Configuration Item (CI) for a particular service level
objective (SLO).

Category Description

Purpose To identify outage duration of the top 10 CIs of the SLO.

Usage Users: Service manager

Frequency: Monthly

Guided analysis Not applicable

Layout details Configuration Item, CI Type, SLO Availability Name

Outage Count, Outage Downtime

Alternate metrics None

Related topics
Service Level Management
Outage Summary
Outage Summary by Top 10 CI Types
Outage Summary by Top 10 CI Types Details
Outage Volume
Outage Volume by Business Service
Outage Volume by Business Service and CI
Outage Volume by Change
Outage Volume by CI Type
Outage Volume by CI Type Details
Outage Volume by Incident
Service Contract Cost Over Time
Service Delivery Cost
Service Delivery Cost by Change and Incident
Service Delivery Cost Details
SLA Availability Exceptions
SLA Availability Exceptions by SLO
SLA by Expiration Date
SLA Response Achievement by Customer
SLA Response Achievement by Customer Details
SLA Response Achievement Over Time
Unplanned Downtime by SLA

84
 SLA by Expiration Date

This analytic has a pie chart and table to show the number of SLAs that are expiring in 30, 60, and
120 days.

Category Description

Purpose To understand how well organizations are managing the SLA process.

Usage Users: Service managers

Frequency: Monthly

Guided analysis Not applicable

Layout details SLA Customer, SLA Expiration, SLA ID, SLA Title

Expiring SLA, SLA Count

Alternate metrics None

Related topics
Service Level Management
Outage Summary
Outage Summary by Top 10 CI Types
Outage Summary by Top 10 CI Types Details
Outage Volume
Outage Volume by Business Service
Outage Volume by Business Service and CI
Outage Volume by Change
Outage Volume by CI Type
Outage Volume by CI Type Details
Outage Volume by Incident
Service Contract Cost Over Time
Service Delivery Cost
Service Delivery Cost by Change and Incident
Service Delivery Cost Details
SLA Availability Exceptions
SLA Availability Exceptions by SLO
SLA Availability Exceptions by SLO Details
SLA Response Achievement by Customer
SLA Response Achievement by Customer Details
SLA Response Achievement Over Time
Unplanned Downtime by SLA

85
 SLA Response Achievement by Customer

This analytic shows the SLA response by service area (incidents and changes) for each customer
and the percent and total number of unmet requirements.

Category Description

Purpose To understand which SLAs are not meeting requirements.

Usage Users: Service managers

Frequency: Monthly

Guided analysis Drill through to SLA Response Achievement by Customer Details

Layout details SLA Customer, SLA Title, SLO Response Name

SLA Response percentage, Total Breached

Alternate metrics None

Related topics
Service Level Management
Outage Summary
Outage Summary by Top 10 CI Types
Outage Summary by Top 10 CI Types Details
Outage Volume
Outage Volume by Business Service
Outage Volume by Business Service and CI
Outage Volume by Change
Outage Volume by CI Type
Outage Volume by CI Type Details
Outage Volume by Incident
Service Contract Cost Over Time
Service Delivery Cost
Service Delivery Cost by Change and Incident
Service Delivery Cost Details
SLA Availability Exceptions
SLA Availability Exceptions by SLO
SLA Availability Exceptions by SLO Details
SLA by Expiration Date
SLA Response Achievement by Customer Details
SLA Response Achievement Over Time
Unplanned Downtime by SLA

86
 SLA Response Achievement by Customer Details

This analytic shows the monthly SLA response for a particular customer and their monthly alerts.

Category Description

Purpose To understand which SLAs are not meeting requirements.

Usage Users: Service managers

Frequency: Monthly

Guided analysis Not applicable

Layout details Service Area, SLA Customer, SLA Title, SLO Response Name

SLA Response percentage, Total Breached

Alternate metrics None

Related topics
Service Level Management
Outage Summary
Outage Summary by Top 10 CI Types
Outage Summary by Top 10 CI Types Details
Outage Volume
Outage Volume by Business Service
Outage Volume by Business Service and CI
Outage Volume by Change
Outage Volume by CI Type
Outage Volume by CI Type Details
Outage Volume by Incident
Service Contract Cost Over Time
Service Delivery Cost
Service Delivery Cost by Change and Incident
Service Delivery Cost Details
SLA Availability Exceptions
SLA Availability Exceptions by SLO
SLA Availability Exceptions by SLO Details
SLA by Expiration Date
SLA Response Achievement by Customer
SLA Response Achievement Over Time
Unplanned Downtime by SLA

87
 SLA Response Achievement Over Time

This analytic shows how well SLA response times meet their requirements.

Category Description

Purpose To help organizations determine SLA success rates.

Usage Users: Service managers

Frequency: Monthly

Guided analysis Not applicable

Layout details Agreement ID, Month, SLA Month, SLA Title, Year

Overall average

Alternate metrics None

Related topics
Service Level Management
Outage Summary
Outage Summary by Top 10 CI Types
Outage Summary by Top 10 CI Types Details
Outage Volume
Outage Volume by Business Service
Outage Volume by Business Service and CI
Outage Volume by Change
Outage Volume by CI Type
Outage Volume by CI Type Details
Outage Volume by Incident
Service Contract Cost Over Time
Service Delivery Cost
Service Delivery Cost by Change and Incident
Service Delivery Cost Details
SLA Availability Exceptions
SLA Availability Exceptions by SLO
SLA Availability Exceptions by SLO Details
SLA by Expiration Date
SLA Response Achievement by Customer
SLA Response Achievement by Customer Details
Unplanned Downtime by SLA

88
 Unplanned Downtime by SLA

This analytic enables organizations to view the time and costs incurred when asset downtime
exceeds service level agreement (SLA) thresholds.

Category Description

Purpose To help service managers understand the monetary impact of service level agreements that do
not meet requirements.

Usage Users: User groups

Frequency: Monthly

Guided analysis Not applicable

Layout details Month, SLA Month, SLA Month Name, SLA Title, Year

Actual, Actual Availability (Hours), Cost, Cost of Downtime, Expected, Expected

Availability (Hours), Unplanned Downtime

Alternate metrics None

Related topics
Service Level Management
Outage Summary
Outage Summary by Top 10 CI Types
Outage Summary by Top 10 CI Types Details
Outage Volume
Outage Volume by Business Service
Outage Volume by Business Service and CI
Outage Volume by Change
Outage Volume by CI Type
Outage Volume by CI Type Details
Outage Volume by Incident
Service Contract Cost Over Time
Service Delivery Cost
Service Delivery Cost by Change and Incident
Service Delivery Cost Details
SLA Availability Exceptions
SLA Availability Exceptions by SLO
SLA Availability Exceptions by SLO Details
SLA by Expiration Date
SLA Response Achievement by Customer
SLA Response Achievement by Customer Details
SLA Response Achievement Over Time

89
 Service Transition Analytics
Service Transition Analytics deliver information to help organizations manage changes related to
IT services. Change Management analytics align with the IT Infrastructure Library (ITIL)
framework.
Related topics
IT Performance Analytics
Service Strategies Analytics
Service Design Analytics
Service Operation Analytics
Change Management

Change Management

The IT Performance Analytics (ITPA) Change Management out-of-box analytics provide

information to help organizations make business-relevant decisions that align with the service
transition evolution model and the IT Infrastructure Library (ITIL) framework. Good change
processes lead to fewer incidents and greater availability to customers.
For more information, choose a report from Related topics.
Related topics
Service Transition Analytics
Change Backlog
Change Backlog by Dimensions
Change Duration
Change Duration by Dimensions
Change Volume
Change Volume by Dimensions
Cost of Change Variance
Outage Volume Due to Change
Outage Volume Due to Change by Dimensions
Successful Changes
Successful Changes by Dimensions

Change Backlog

This analytic shows the backlog of incomplete changes from date entered to planned or actual end
date. Organizations can determine how the backlog changes over time and if the backlog represents
a process or staffing issue.

Category Description

Purpose To understand where demand is increasing beyond staffing or change processes become
operational.

Usage Users: Service managers

Frequency: Monthly

Guided analysis Drill through to Change Backlog by Dimensions

90
Category Description

Layout details Category, Date

Change Requests

Alternate metrics None

Related topics
Change Management
Change Backlog by Dimensions
Change Duration
Change Duration by Dimensions
Change Volume
Change Volume by Dimensions
Cost of Change Variance
Outage Volume Due to Change
Outage Volume Due to Change by Dimensions
Successful Changes
Successful Changes by Dimensions

Change Backlog by Dimensions

This analytic shows the backlog of uncompleted changes over time by priority and location.
Organizations can determine how the backlog changes over time and if the backlog represents a
process or staffing issue.

Category Description

Purpose To understand where demand is increasing beyond staffing or change processes become
operational.

Usage Users: Service managers

Frequency: Monthly

Guided analysis Not applicable

Layout details Calendar Date, Location, Planned End, Planned Start, Priority

Change requests

Alternate metrics None

Related topics
Change Management
Change Backlog
Change Duration

91
Change Duration by Dimensions
Change Volume
Change Volume by Dimensions
Cost of Change Variance
Outage Volume Due to Change
Outage Volume Due to Change by Dimensions
Successful Changes
Successful Changes by Dimensions

Change Duration

This analytic shows the average number of days the changes in each category remained open.

Category Description

Purpose To identify where bottlenecks in the process occur.

Usage Users: Service managers

Frequency: Monthly

Guided analysis Drill through to Change Duration by Dimensions

Layout details Category, Time

Change Duration

Alternate metrics None

Related topics
Change Management
Change Backlog
Change Backlog by Dimensions
Change Duration by Dimensions
Change Volume
Change Volume by Dimensions
Cost of Change Variance
Outage Volume Due to Change
Outage Volume Due to Change by Dimensions
Successful Changes
Successful Changes by Dimensions

92
 Change Duration by Dimensions

This analytic shows the average number of days the change remained in each phase.

Category Description

Purpose To identify where bottlenecks in the process occur.

Usage Users: Service managers

Frequency: Monthly

Guided analysis Not applicable

Layout details Change Number, Is Current Record, Phase Start

Change Duration, Change Volume

Alternate metrics None

Related topics
Change Management
Change Backlog
Change Backlog by Dimensions
Change Duration
Change Volume
Change Volume by Dimensions
Cost of Change Variance
Outage Volume Due to Change
Outage Volume Due to Change by Dimensions
Successful Changes
Successful Changes by Dimensions

Change Volume

This analytic shows the number of planned changes based on planned start date. Organizations can
determine whether the change team staffing is appropriate and what blockages need action.

Category Description

Purpose To help managers plan accordingly when scheduling changes by showing demand
and throughput for the change team.

Usage Users: Service managers

Frequency: Monthly

Guided analysis Drill through to Change Volume by Dimensions

93
Category Description

Layout details Priority, Time

Change Count

Alternate metrics None

Related topics
Change Management
Change Backlog
Change Backlog by Dimensions
Change Duration
Change Duration by Dimensions
Change Volume by Dimensions
Cost of Change Variance
Outage Volume Due to Change
Outage Volume Due to Change by Dimensions
Successful Changes
Successful Changes by Dimensions

Change Volume by Dimensions

This analytic shows the number of planned changes planned on the planned start date by priority
and assigned group. Organizations can determine whether the change team staffing is appropriate
and what blockages need action.

Category Description

Purpose To help managers plan accordingly when scheduling changes.

Usage Users: Service managers

Frequency: Monthly

Guided analysis Not applicable

Layout details Assignee Dept, Change Category, Location, Priority

Change Count

Alternate metrics None

Related topics
Change Management
Change Backlog
Change Backlog by Dimensions
Change Duration
Change Duration by Dimensions

94
Change Volume
Cost of Change Variance
Outage Volume Due to Change
Outage Volume Due to Change by Dimensions
Successful Changes
Successful Changes by Dimensions

Cost of Change Variance

This analytic enables organizations to manage change requests by identifying the differences
between expected and actual costs for changes.

Category Description

Purpose To list the differences of the change costs by company.

Usage Users: Executive management

Frequency: Monthly

Guided analysis Not applicable

Layout details Actual Price, Change Number, Estimate Price, RefreshDate, Requestor Company,
Requestor Dept, Requestor Name

Actual Expenses, Average Differences, Difference, Estimated Expenses

Alternate metrics None

Related topics
Change Management
Change Backlog
Change Backlog by Dimensions
Change Duration
Change Duration by Dimensions
Change Volume
Change Volume by Dimensions
Outage Volume Due to Change
Outage Volume Due to Change by Dimensions
Successful Changes
Successful Changes by Dimensions

95
 Outage Volume Due to Change

This analytic shows the number of outages by related change categories.

Category Description

Purpose To demonstrate the overall impact of changes on operations.

Usage Users: Service managers

Frequency: Monthly

Guided analysis Drill through to Change Volume Due to Change by Dimensions

Layout details Category, Time

Outage Count by Change Category

Alternate metrics None

Related topics
Change Management
Change Backlog
Change Backlog by Dimensions
Change Duration
Change Duration by Dimensions
Change Volume
Change Volume by Dimensions
Cost of Change Variance
Outage Volume Due to Change by Dimensions
Successful Changes
Successful Changes by Dimensions

Outage Volume Due to Change by Dimensions

This analytic helps organizations determine how change affects outage. When good change
processes are in place, emergency changes decrease.

Category Description

Purpose To demonstrate the overall impact of changes on operations.

Usage Users: Service managers

Frequency: Monthly

Guided analysis Not applicable

96
Category Description

Layout details Affected CI, Affected CI Type, Change Category, Location, Priority, Status

Change Count, Change Duration, Outage Count by Change Category

Alternate metrics None

Related topics
Change Management
Change Backlog
Change Backlog by Dimensions
Change Duration
Change Duration by Dimensions
Change Volume
Change Volume by Dimensions
Cost of Change Variance
Outage Volume Due to Change
Successful Changes
Successful Changes by Dimensions

Successful Changes

This analytic shows the percent of planned and successfully completed changes over time. When
organizations increase the change success rate, there is a decrease in downtime, emergency work
variance, and business risk.

Category Description

Purpose To show the performance of planned changes.

Usage Users: Service managers

Frequency: Monthly

Guided analysis Drill through to Successful Changes by Dimensions

Layout details Completion State, Time

Change Count

Alternate metrics None

Related topics
Change Management
Change Backlog
Change Backlog by Dimensions
Change Duration
Change Duration by Dimensions

97
Change Volume
Change Volume by Dimensions
Cost of Change Variance
Outage Volume Due to Change
Outage Volume Due to Change by Dimensions
Successful Changes by Dimensions

Successful Changes by Dimensions

This analytic shows the percent of planned and successfully completed changes over time. When
organizations increase the change success rate, there is a decrease in downtime, emergency work
variance, and business risk.

Category Description

Purpose To show the performance of planned changes.

Usage Users: Service managers

Frequency: Monthly

Guided analysis Not applicable

Layout details Change Category, Completion State, Location, Priority

Change Count

Alternate metrics None

Related topics
Change Management
Change Backlog
Change Backlog by Dimensions
Change Duration
Change Duration by Dimensions
Change Volume
Change Volume by Dimensions
Cost of Change Variance
Outage Volume Due to Change
Outage Volume Due to Change by Dimensions
Successful Changes

98
 Service Operations Analytics
Service Operations Analytics deliver information to help organizations make better decisions in
areas that include availability of services, scheduling operations, and fixing problems. The Incident
Management, Problem Management, Request Management and Service Desk analytics align with
the IT Infrastructure Library (ITIL) framework.
Related topics
IT Performance Analytics
Service Strategies Analytics
Service Design Analytics
Service Transition Analytics
Incident Management
Problem Management
Request Management
Service Desk

Incident Management

The IT Performance Analytics (ITPA) Incident Management out-of-box reports provide information
about ServiceCenter or Service Manager incidents, such as incident volume, resolution time, cost,
and other metrics
For more information, choose a report from Related topics.
Related topics
Service Operation Analytics
Incident Aging
Incident Closure Time
Incident Cost
Incident Escalations by Category
Incident Resolution Time by Category
Incident Volume
Incident Volume by Dimensions
Mean Time Between Failures
Mean Time to Repair

Incident Aging

This metric measures the efficiency of the service desk by determining how quickly technicians
address the incidents and group the incidents into aging categories.

Category Description

Purpose To enable service managers to:

Identify how long the service desk takes to resolve most incidents.
Identify areas of process improvement that help the service desk address incidents in a timely
manner.

Usage Users: Call center managers, Service managers

Frequency: Monthly

Guided analysis Not applicable

99
Category Description

Layout details Duration Group, Incident Category, Incident ID, Incident Open Date (Month, Week),
Incident Problem Type, Incident Product Type, Incident Subcategory, Refresh Date

Total Incidents

Alternate metrics Web Intelligence

Related topics
Incident Management
Incident Closure Time
Incident Cost
Incident Escalations by Category
Incident Resolution Time by Category
Incident Volume
Incident Volume by Dimensions
Mean Time Between Failures
Mean Time to Repair

Incident Closure Time

This analysis tracks the number of closed incidents by assignment group, category, cause code,
closed group, and resolution. This helps service managers and call center managers understand
areas that need more support and areas to use as an example of best practices.

Category Description

Purpose To help organizations track and manage closed service call incidents.

Usage Users: Call center managers, Service managers

Frequency: Monthly

Guided analysis Not applicable

Layout details Assignment Group, Category, Cause Code, Close Date, Close Time, Closed Group,
Resolution Code, Subtitle, Year

Currently Closed Incidents

Alternate metrics None

Related topics
Incident Management
Incident Aging
Incident Cost
Incident Escalations by Category
Incident Resolution Time by Category
100
Incident Volume
Incident Volume by Dimensions
Mean Time Between Failures
Mean Time to Repair

Incident Cost

Many organizations fail to carefully track the parts and labor costs of addressing incidents. This
report shows the Incident Cost metric across Incident Categories to identify areas that require
additional focus in controlling costs.

Category Description

Purpose To help senior service desk management to:

• Communicate changes in incident costs to the service desk over time towards
understanding seasonal trends and areas of most concern.
• Identify trends within the parts and labor cost elements of this metric.

Usage Users: Senior Service Desk management (Director level or above)

Frequency: Quarterly

Guided analysis This starts at a quarterly analysis. Users can drill up to a yearly analysis or down to a
monthly analysis, and ultimately to a weekly analysis.

Layout details 12 Open Month Filter, Current Date, Expense Type, Incident Age Group, Incident
Category, Incident Open Date–Month, Incident Open Date–Quarter, Incident Open
Date–Week, Incident Priority, Incident Problem Type, Incident Product Type, Incident
Subcategory, Open Month, Refresh Date

Parts / Labor Costs

Alternate metrics Incident Cost Analysis by Location (understanding which regions, cities, and offices are most
costly to maintain in comparison to others)

Incident Cost Analysis by Company (for those MSP customers who want to understand which
customers are the most costly to maintain)

Variance of Incident Costs (to show differences in incident cost from period to period)

Incident Cost Analysis by Category (same as default with the addition of a third axis to show
Incident Category)

Related topics
Incident Management
Incident Aging
Incident Closure Time
Incident Escalations by Category
Incident Resolution Time by Category
Incident Volume
Incident Volume by Dimensions

101
Mean Time Between Failures
Mean Time to Repair

Incident Escalations by Category

This analysis enables organizations to identify inefficiencies in the incident routing process. Routed
incidents include those that move between assignment groups. This metric measures service desk
efficiency by determining how quickly incidents are assigned correctly.

Category Description

Purpose To determine when and how often incidents are routed incorrectly so that organizations can
identify measures to reduce the frequency and occurrence of misrouted incidents. Some ways
to improve correct routing include additional training, process re-engineering, the
restructuring of assignment groups, improved knowledge documentation, and reclassification
of incidents categories.

Usage Users: Service managers, IT managers, Trainers

Frequency: Monthly

Guided analysis Standalone—users can split by Incident Details/Category. Users can drill down to Incident
Details/Subcategory.

Layout details Data Refresh Date, Incident Category, Incident Open Date (Month, Quarter, Week,
Year), Incident Problem Type, Incident Product Type, Incident Subcategory, Technician–
Assignment Group

Overall Average Reassignments, Total Incidents

Alternate metrics None

Related topics
Incident Management
Incident Aging
Incident Closure Time
Incident Cost
Incident Resolution Time by Category
Incident Volume
Incident Volume by Dimensions
Mean Time Between Failures
Mean Time to Repair

102
 Incident Resolution Time by Category

This metric measures the total time for the service desk to address incidents of a particular
category.

Category Description

Purpose To help call center managers and service managers identify:

• The top incident categories by their impact on the organization. Managers can then
apportion and train resources to address the state of the organization’s support
activities and lead any issues where trends dictate that particular incident categories
are more visible.
• Whether the top incident trends track each other to identify otherwise hidden
relationships between top incident categories.

Usage Users: Call center managers, service managers

Frequency: Monthly

Guided analysis Not applicable

Layout details Incident Category

Age of Incident Duration (hours) by Category

Alternate metrics None

Related topics
Incident Management
Incident Aging
Incident Closure Time
Incident Cost
Incident Escalations by Category
Incident Volume
Incident Volume by Dimensions
Mean Time Between Failures
Mean Time to Repair

103
 Incident Volume

This metric identifies the trend in the number of incidents. Managers can track the total number of
opened incidents within a specified time period to determine the effectiveness of incident
prevention initiatives that include training, automation, proactive processes, and maintenance.

Category Description

Purpose To determine an unexpected increase or decrease in incident activity. Configuration Item (CI),
category, and regional managers can use the metric as a template to understand incident
counts in their areas of interest by applying the required filters.

Usage Users: Service managers

Frequency: Monthly

Guided analysis Not applicable

Layout details Incident Category

Incident Count by Category

Alternate metrics None

Related topics
Incident Management
Incident Aging
Incident Closure Time
Incident Cost
Incident Escalations by Category
Incident Resolution Time by Category
Incident Volume by Dimensions
Mean Time Between Failures
Mean Time to Repair

Incident Volume by Dimensions

This report summarizes all open incidents grouped by any two of the following fields: Assignment
Group, Category, Company, Location, Severity.

Category Description

Purpose To help organizations manage their service call incidents.

Usage Users: Service desk managers

Frequency: Monthly

Guided analysis Not applicable

104
Category Description

Layout details Assignment Group, Category, Company, Location, Priority, Severity, Status

Currently Open Incidents, Open Incidents

Alternate metrics None

Related topics
Incident Management
Incident Aging
Incident Closure Time
Incident Cost
Incident Escalations by Category
Incident Resolution Time by Category
Incident Volume
Mean Time Between Failures
Mean Time to Repair

Mean Time Between Failures

The Mean Time Between Failures (MTBF) metric measures the frequency of failures by incident
categories in hours.

Category Description

Purpose To enable service managers to:

• Identify the most troublesome issues by incident category. Managers can determine how
to address the incident categories that have the lowest mean time between failures.
• Assist managers in continuous improvement of the most frequently occurring incident
categories.

Usage Users: Service managers, call center managers

Frequency: Quarterly

Guided analysis Not applicable

Layout details Incident Category

Mean Time Between Failures by Open Date

Alternate metrics None

Related topics
Incident Management
Incident Aging
Incident Closure Time

105
Incident Cost
Incident Escalations by Category
Incident Resolution Time by Category
Incident Volume
Incident Volume by Dimensions
Mean Time to Repair

Mean Time to Repair

The Mean Time to Repair (MTTR) report illustrates the influence of the average incident time, in
hours, to resolve incidents of a particular category so that service managers can determine which
issues require additional training or third-party relationships to address.
The subclass of the report enables service managers to determine which types of issues are most
difficult to resolve. Managers learn where training or third-party support is necessary. They can
focus on issues that take longer to address but do not necessarily occur in large numbers.

Category Description

Purpose To help call center managers and service managers identify:

• The top incident categories by their MTTR for the organization. Managers can then
apportion and train resources to address the state of the organization’s support
activities and lead any issues where trends dictate that particular incident categories
are more visible.
• Whether there are relationships between the trends of difficult issues to address based
on their resolution times.

Usage Users: Call center managers, service managers

Frequency: Monthly

Guided analysis Standalone metric

Layout details 12 Month Filter, Closed Month, Current Date, Incident Category, Incident Closed Date,
Incident ID, Incident Open Date, Incident Priority, Incident Problem Type, Incident
Product Type, Incident Severity, Incident Subcategory, Open Month, Refresh Date

Average Duration (In Seconds), MTTR in Hours, Total Closed Incidents

Alternate metrics None

Related topics
Incident Management
Incident Aging
Incident Closure Time
Incident Cost
Incident Escalations by Category
Incident Resolution Time by Category
Incident Volume
Incident Volume by Dimensions
Mean Time Between Failures

106
 Problem Management

The Problem Management out-of-box reports help managers identify costly problems in their
organization.
For more information, choose a report from Related topics.
Related topics
Service Operation Analytics
Outage Volume by CI
Problems by Incident Cost

Outage Volume by CI

This report summarizes Configuration Item (CI) downtime, cross-referenced once by CI Type and
Vendor, and again by Model over time.

Category Description

Purpose To help organizations manage their Configuration Items.

Usage Users: Service desk managers

Frequency: Quarterly

Guided analysis Not applicable

Layout details Asset Tag, Config Item Name, Manufacturer, Model, Month Name, Outage Quarter,
Outage Start, Subtype, Type, Vendor, Week

Outage Count

Alternate metrics None

Related topics
Problem Management
Problems by Incident Cost

Problems by Incident Cost

This analysis groups the Parts and Labor costs to allow service desk managers to identify the most
costly problems in their organization.

Category Description

Purpose To help organizations manage problems.

Usage Users: Service desk managers

Frequency: Monthly

107
Category Description

Guided analysis Not applicable

Layout details Data Refresh Date, Incident Number, Problem

Hours Worked, Hours worked, Labor Cost, Labor cost, Part Costs, Part costs, Quantity
Used, Quantity used

Alternate metrics None

Related topics
Problem Management
Outage Volume by CI

Request Management

The Request Management out-of-box reports provide operational-level reporting about the status of
service and asset requests. The information in the reports can help companies determine where
their processes have:
• Delayed solutions
• Slow operational processes
• Slow turnaround times
• Slow response to business needs and changes
The analytics support Service Manager, Service Catalog, and AssetCenter Procurement.
For more information, choose a report from Related topics.
Related topics
Service Operation Analytics
Approval Duration
Request Backlog
Request Backlog Details
Request Duration
Request Duration by Phase
Request Duration Details
Request Line Backlog
Request Line Backlog Details
Request Line Volume
Request Line Volume Details
Request Volume
Request Volume Details
Unmet Delivery Objectives
Unmet Delivery Objectives Details

108
 Approval Duration

In the request process, the request must be approved before it can proceed. This analytic shows IT
managers which approvers are the slowest to approve requests.

Category Description

Purpose To know where delays occur.

Usage Users: IT managers

Frequency: Monthly

Guided analysis Not applicable

Layout details Approval Group

Total Approval Time

Alternate metrics None

Related topics
Request Management

Request Backlog
Request Backlog Details
Request Duration
Request Duration by Phase
Request Duration Details
Request Line Backlog
Request Line Backlog Details
Request Line Volume
Request Line Volume Details
Request Volume
Request Volume Details
Unmet Delivery Objectives
Unmet Delivery Objectives Details

Request Backlog

In the request process, a decrease in the backlog over time indicates process improvement. This
analytic shows IT managers the average amount of open requests on a daily basis.

Category Description

Purpose To determine the trend of open requests.

Usage Users: IT managers

Frequency: Weekly

109
Category Description

Guided analysis Drill through to Request Backlog Details

Layout details Time

Average Request Backlog Count

Alternate metrics None

Related topics
Request Management
Approval Duration
Request Backlog Details
Request Duration
Request Duration by Phase
Request Duration Details
Request Line Backlog
Request Line Backlog Details
Request Line Volume
Request Line Volume Details
Request Volume
Request Volume Details
Unmet Delivery Objectives
Unmet Delivery Objectives Details

Request Backlog Details

This analytic shows IT managers the average amount of open requests on a daily basis for each
category by location and department.

Category Description

Purpose To determine if assigned resources have the capacity to meet request demand.

Usage Users: IT managers

Frequency: Weekly

Guided analysis Not applicable

Layout details Department, Location

Average Request Backlog Count

Alternate metrics None

110
Related topics
Request Management
Approval Duration
Request Backlog
Request Duration
Request Duration by Phase
Request Duration Details
Request Line Backlog
Request Line Backlog Details
Request Line Volume
Request Line Volume Details
Request Volume
Request Volume Details
Unmet Delivery Objectives
Unmet Delivery Objectives Details

Request Duration

This analytic shows the duration (open to close) of each request category over time. IT managers
can see a trend in the length of time to fulfill a request.

Category Description

Purpose To determine where cycle time improvements may be made.

Usage Users: IT managers

Frequency: Monthly

Guided analysis Drill through to Request Duration by Phase and Request Duration Details

Layout details Request Item Category

Total Duration

Alternate metrics None

Related topics
Request Management
Approval Duration
Request Backlog
Request Backlog Details
Request Duration by Phase
Request Duration Details
Request Line Backlog
Request Line Backlog Details
Request Line Volume
Request Line Volume Details
Request Volume
Request Volume Details
Unmet Delivery Objectives
Unmet Delivery Objectives Details

111
 Request Duration by Phase

This analytic shows IT managers the duration of each phase for a selected request category for a
selected month by phase.

Category Description

Purpose To determine the relative time taken for approval and fulfillment.

Usage Users: IT managers

Frequency: Monthly

Guided analysis Not applicable

Layout details Request Item Category

Approval Duration, Fulfillment Duration

Alternate metrics None

Related topics
Request Management
Approval Duration
Request Backlog
Request Backlog Details
Request Duration
Request Duration Details
Request Line Backlog
Request Line Backlog Details
Request Line Volume
Request Line Volume Details
Request Volume
Request Volume Details
Unmet Delivery Objectives
Unmet Delivery Objectives Details

Request Duration Details

This analytic shows the duration for a selected request category for a selected month by department
and location.

Category Description

Purpose To determine the relative performance of departments and locations in fulfilling requests.

Usage Users: IT managers

Frequency: Monthly

112
Category Description

Guided analysis Not applicable

Layout details Request Item Category, Department, Location

Total Duration

Alternate metrics None

Related topics
Request Management
Approval Duration
Request Backlog
Request Backlog Details
Request Duration
Request Duration by Phase
Request Line Backlog
Request Line Backlog Details
Request Line Volume
Request Line Volume Details
Request Volume
Request Volume Details
Unmet Delivery Objectives
Unmet Delivery Objectives Details

Request Line Backlog

In the request process, a decrease in the backlog over time indicates process improvement. This
analytic shows IT managers the average amount of open request line items on a daily basis.

Category Description

Purpose To determine the trend of open request line items.

Usage Users: IT managers

Frequency: Monthly

Guided analysis Drill through to Request Line Backlog Details

Layout details Time, Request Item Category

Open Average Request Line Backlog Count

Alternate metrics None

113
Related topics
Request Management
Approval Duration
Request Backlog
Request Backlog Details
Request Duration
Request Duration by Phase
Request Duration Details
Request Line Backlog Details
Request Line Volume
Request Line Volume Details
Request Volume
Request Volume Details
Unmet Delivery Objectives
Unmet Delivery Objectives Details

Request Line Backlog Details

This analytic shows IT managers the average amount of open request line items on a daily basis for
each category by location and department.

Category Description

Purpose To determine if assigned resources have the capacity to meet request demand.

Usage Users: IT managers

Frequency: Monthly

Guided analysis Not applicable

Layout details Category Item, Location, Department

Average Request Line Backlog Count

Alternate metrics None

Related topics
Request Management
Approval Duration
Request Backlog
Request Backlog Details
Request Duration
Request Duration by Phase
Request Duration Details
Request Line Backlog
Request Line Volume
Request Line Volume Details
Request Volume
Request Volume Details
Unmet Delivery Objectives
Unmet Delivery Objectives Details

114
 Request Line Volume

This analytic shows IT managers the most requested line items over time. It helps managers see
historical surges in demand.

Category Description

Purpose To understand the demand trend on a line item level.

Usage Users: IT managers

Frequency: Monthly

Guided analysis Drill through to Request Line Volume Details

Layout details Time, Request Item Category

Request Line Count

Alternate metrics None

Related topics
Request Management
Approval Duration
Request Backlog
Request Backlog Details
Request Duration
Request Duration by Phase
Request Duration Details
Request Line Backlog
Request Line Backlog Details
Request Line Volume Details
Request Volume
Request Volume Details
Unmet Delivery Objectives
Unmet Delivery Objectives Details

Request Line Volume Details

This analytic helps IT managers understand where demand for request line items originate. It
shows managers the total count of request line items for a selected month for each category by
location and department.

Category Description

Purpose To understand the relative demand for an item category.

Usage Users: IT managers

Frequency: Monthly

115
Category Description

Guided analysis Not applicable

Layout details Location, Department, Item Category

Request Line Count

Alternate metrics None

Related topics
Request Management

Approval Duration
Request Backlog
Request Backlog Details
Request Duration
Request Duration by Phase
Request Duration Details
Request Line Backlog
Request Line Backlog Details
Request Line Volume
Request Volume
Request Volume Details
Unmet Delivery Objectives
Unmet Delivery Objectives Details

Request Volume

This analytic shows IT managers the demand trend. It helps managers see historical surges in
demand.

Category Description

Purpose To understand the demand trend to perform capacity planning.

Usage Users: IT managers

Frequency: Monthly

Guided analysis Drill through to Request Volume Details

Layout details Time

Request Count

Alternate metrics None

116
Related topics
Request Management
Approval Duration
Request Backlog
Request Backlog Details
Request Duration
Request Duration by Phase
Request Duration Details
Request Line Backlog
Request Line Backlog Details
Request Line Volume
Request Line Volume Details
Request Volume Details
Unmet Delivery Objectives
Unmet Delivery Objectives Details

Request Volume Details

This analytic helps IT managers understand where requests originate. It shows managers the total
requests for a selected month for each category by location and department.

Category Description

Purpose To see relative demand by location and department.

Usage Users: IT managers

Frequency: Monthly

Guided analysis Not applicable

Layout details Location, Department

Request Count

Alternate metrics None

Related topics
Request Management
Approval Duration
Request Backlog
Request Backlog Details
Request Duration
Request Duration by Phase
Request Duration Details
Request Line Backlog
Request Line Backlog Details
Request Line Volume
Request Line Volume Details
Request Volume

117
 Unmet Delivery Objectives

Good request management processes require consistent delivery of requests. IT managers need to
identify variations and improve the process. This analytic helps IT managers identify the request
items that do not meet their delivery objectives over time.

Category Description

Purpose To identify variations and decrease the number of request items that do not meet their
delivery objectives.

Usage Users: IT managers

Frequency: Monthly

Guided analysis Drill through to Unmet Delivery Objectives Details

Layout details Time

Request Item Count

Alternate metrics None

Related topics

Unmet Delivery Objectives Details

Unmet Delivery Objectives Details

IT managers need to know which products and services most frequently miss their delivery
objectives. This report shows managers the top 10 request categories that do not meet their delivery
objectives for a selected month.

Category Description

Purpose To help achieve consistent delivery of requests by identifying and improving variations.

118
Category Description

Usage Users: IT managers

Frequency: Monthly

Guided analysis Not applicable

Layout details Request Item Category

Request Item Count

Alternate metrics None

Related topics

Unmet Delivery Objectives

119
 Service Desk

The IT Performance Analytics (ITPA) Service Desk out-of-box reports provide analytical
information to help organizations make business-relevant decisions that align with IT help desk
services.
For more information, choose a report from Related topics.
Related topics
Service Operation Analytics
Average Call Volume by Day
Average Call Volume by Hour
Call Closure Time
Call Volume by Department and CI
Call Volume by Dimensions
Call Volume by Month
First Call Resolution
First Call Resolution by Operator
First Call Resolution Details
Staff Turnover

Average Call Volume by Day

This metric identifies the times by the day of the week when the service desk receives the most
calls. It enables organizations to staff their call centers properly.
A secondary benefit identifies which groups of employees answer the most calls.

Category Description

Purpose To identify the busiest times of incoming calls so that call center managers can optimize
staffing.

Usage Users: Call center managers

Frequency: Weekly

Guided analysis Not applicable

Layout details Call Open Date, Call Owner, Caller Location (Level 0 through Level 3), Data Refresh
Date, Day of Week

Avg Call Count, Total Calls

Alternate metrics None

Related topics
Service Desk
Average Call Volume by Hour
Call Closure Time
Call Volume by Department and CI
Call Volume by Dimensions
Call Volume by Month
First Call Resolution

120
First Call Resolution by Operator
First Call Resolution Details
Staff Turnover

Average Call Volume by Hour

This metric identifies the times by the hour of the day when the service desk receives the most
calls. It enables organizations to staff their call centers properly.
A secondary benefit identifies which groups of employees answer the most calls.

Category Description

Purpose To identify the busiest times of incoming calls so that call center managers can optimize
staffing.

Usage Users: Call center managers

Frequency: Daily

Guided analysis Not applicable

Layout details Call Open Date, Call Owner, Caller Location (Level 0 through Level 3), Data Refresh
Date, Hour of Day

Avg Call Count, Total Calls

Alternate metrics None

Related topics
Service Desk
Average Call Volume by Day
Call Closure Time
Call Volume by Department and CI
Call Volume by Dimensions
Call Volume by Month
First Call Resolution
First Call Resolution by Operator
First Call Resolution Details
Staff Turnover

Call Closure Time

This report displays an average of the phone call time based on Asset Type, Assignment Group,
Category, Company, and Location.

Category Description

Purpose To help manage the service desk call time by groups.

121
Category Description

Usage Users: Call center managers

Frequency: Monthly

Guided analysis Not applicable

Layout details Assignment Group, Category, Company Name, Config Item Type, Location, Open Date,
Open Time

Avg Call Handle Time (Secs)

Alternate metrics None

Related topics
Service Desk
Average Call Volume by Day
Average Call Volume by Hour
Call Volume by Department and CI
Call Volume by Dimensions
Call Volume by Month
First Call Resolution
First Call Resolution by Operator
First Call Resolution Details
Staff Turnover

Call Volume by Department and CI

This analysis identifies departments and Configuration Items (CI) that are the most common user
calls.

Category Description

Purpose To identify which department in the organization is making the service desk call and which CI
types most commonly require the call.

Usage Users: Call center managers

Frequency: Weekly

Guided analysis Not applicable

Layout details Category, Company, Config Item Type, Contact Name, Dept Name, Asset Type,
Company, Dept

Call Count, Incident Count

122
Category Description

Alternate metrics None

Related topics
Service Desk
Average Call Volume by Day
Average Call Volume by Hour
Call Closure Time
Call Volume by Dimensions
Call Volume by Month
First Call Resolution
First Call Resolution by Operator
First Call Resolution Details
Staff Turnover

Call Volume by Dimensions

This report summarizes all open calls grouped by any two of the following fields: Assignment
Group, Category, CI Type, Company, Location.

Category Description

Purpose To help organizations manage service calls.

Usage Users: Service desk managers

Frequency: Weekly

Guided analysis Not applicable

Layout details Assignment Group, Category, Company, Location, Prompt for Calls Cross-reference,
Prompt for Calls Group Field

Currently Open Calls, Open Calls

Alternate metrics None

Related topics
Service Desk
Average Call Volume by Day
Average Call Volume by Hour
Call Closure Time
Call Volume by Department and CI
Call Volume by Month
First Call Resolution
First Call Resolution by Operator
First Call Resolution Details
Staff Turnover

123
 Call Volume by Month

Service managers want to understand how their call centers receive issues. This report summarizes
the percentage of issues that originate with call centers (departments of the opening ticket owner)
and Self Service. The metric illustrates how the service desk relies on different points of customer
contact.

Category Description

Purpose To enable organizations to understand which parts of their service desk are the busiest. When
combined with metrics that show call center efficiency, organizations can determine how to
optimize their resources.

Usage Users: Service managers

Frequency: Monthly

Guided analysis Not applicable

Layout details Call Receiving Location

Call Count by Receiving Location–non ESS, Call Count by Receiving Location–ESS

Alternate metrics None

Related topics
Service Desk
Average Call Volume by Day
Average Call Volume by Hour
Call Closure Time
Call Volume by Department and CI
Call Volume by Dimensions
First Call Resolution
First Call Resolution by Operator
First Call Resolution Details
Staff Turnover

First Call Resolution

This metric enables organizations to identify the percentage and call counts that the initial
customer contact completes for non-Employee Self Service (ESS) calls. The metric is commonly one
of the crucial drivers of customer satisfaction.

124
 By monitoring first call resolution, call center managers can determine how well the service is
performing and whether additional staff or knowledge tools are necessary to facilitate high call
volumes.

Category Description

Purpose To show call center managers the effectiveness of their first line of call takers and promote
customer satisfaction.

Usage Users: Executive management, Call center managers, Trainers, Knowledge base owners
Frequency: Weekly

Guided analysis Drill through to First Call Resolution Details

Layout details None

First Call Resolution Percentage

Alternate metrics None

Related topics
Service Desk
Average Call Volume by Day
Average Call Volume by Hour
Call Closure Time
Call Volume by Department and CI
Call Volume by Dimensions
Call Volume by Month
First Call Resolution by Operator
First Call Resolution Details
Staff Turnover

First Call Resolution by Operator

This metric enables organizations to identify the percentage and call counts that the initial
customer contact completes.

Category Description

Purpose To identify the percentage of service desk calls solved without creating Incidents or Changes.

Usage Users: Call center managers

Frequency: Monthly

Guided analysis Not applicable

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Category Description

Layout details Call Month, Call Week, Category, Open Time, Owner

Call Count

Alternate metrics First Call Resolution by Call Center

Replace Owner with Owner/Location to identify call center facilities that have unexpected first
call resolution (FCR) results.

Related topics
Service Desk
Average Call Volume by Day
Average Call Volume by Hour
Call Closure Time
Call Volume by Department and CI
Call Volume by Dimensions
Call Volume by Month
First Call Resolution
First Call Resolution Details
Staff Turnover

First Call Resolution Details

By understanding the First Call Resolution (FCR) rate of non-Employee Self Service (ESS) calls,
service desk managers can determine how to satisfy their customers’ needs more quickly. This
report offers further analysis of the call categories in determining when to require process
improvements.

Category Description

Purpose To enable managers who want additional analysis to drill through to a more detailed view to
understand relative process performance and total calls affected based on call categories. The
knowledge gained from the metric drives improvements within training, education, and
technology enhancements that may help increase FCR.

Usage Users: Senior Service Desk management (Director level or above)

Frequency: Quarterly

Guided analysis Not applicable

Layout details Call Category, Call Open Date (Month, Quarter, Week), Call Problem Type, Call
Product Type, Call Subcategory, Data Refresh Date

First Call Percentage, Total Closed Calls, Total First Call Resolution Count

Alternate metrics Use Call Count instead of Percent

126
Related topics
Service Desk
Average Call Volume by Day
Average Call Volume by Hour
Call Closure Time
Call Volume by Department and CI
Call Volume by Dimensions
Call Volume by Month
First Call Resolution
First Call Resolution by Operator
Staff Turnover

Staff Turnover

Service desk staff turnover is a leading indicator of customer satisfaction. Customers have
confidence in their issue resolutions when they work with known, satisfied personnel. Satisfied
customers have increased patience if service issues occur.

Category Description

Purpose To help the analyst, when used with other metrics, understand the correlation between
employee satisfaction and customer satisfaction.

Usage Users: Service Desk management

Frequency: Monthly

Guided analysis Starts with all groups summed into a single enterprise level in default view. Users can
drill through to first level of assignment group.

Layout details 2 year filter, Current date, Month, Refresh Date, Staff Assignment Group, Staff
Department, Staff Name, Staff Termination Date

Total Terminations

Alternate metrics Line chart that shows the difference between new hires and existing employees

Overlay of call or incident duration to staffing levels

Overlay with customer satisfaction ratings

Total assignment group staff levels that require Hire and Term dates

Notes and white papers to inform administrators that they may need to populate all or some of
the data from other data sources such as HR

This report requires data from an external data source such as Human Resources.
Related topics
Service Desk
Average Call Volume by Day
Average Call Volume by Hour
Call Closure Time

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Call Volume by Department and CI
Call Volume by Dimensions
Call Volume by Month
First Call Resolution
First Call Resolution by Operator
First Call Resolution Details

My Dashboards
You can create your own dashboards to display the documents that you regularly view. By using
dashboards, you can track and monitor specific reports.
Your home page is blank until you add a dashboard with the name DecisionCenter.
1 Click My Dashboards.
2 From Add/Remove/Move Pages, click Add.
3 In the Title field, type DecisionCenter.
4 Click OK.
5 Click the browser Back button to return to DecisionCenter.

You can personalize the way you view your dashboard. For more information, see Business
Objects Getting Started Creating Dashboards.
Related topics
Getting started with ITPA
IT Performance Analytics
Business Intelligence tools

Business Intelligence tools

The goal of business intelligence tools is to help you access, analyze, report, and share information
about your organization.
Related topics
Getting started with ITPA
Information Portal
My Folders
Categories
ITPA use cases

Information Portal
The Information Portal is a direct link to your installation of BusinessObjects XI.
BusinessObjects XI is a business intelligence application that enables you to view, edit, and create
reports. You can:
• Add, maintain, store, and run database queries that generate reports.
• Run queries at any time to refresh the data.
Note: Remember to enable popup windows from your browser when you access the Information
Portal. The link to BusinessObjects XI automatically opens a new browser window.
Related topics
Business Intelligence tools
My Folders

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Categories
ITPA use cases

My Folders
Folders are containers that hold other folders or report documents. Administrators and users with
security access can create folders. You can access My Folders from the navigation menu.
To add objects to a folder, see the Business Objects documentation.
Related topics
Business Intelligence tools
Favorites
MyInbox

Favorites

BusinessObjects Enterprise creates a Favorites folder for each user on the system.
For more information about the Favorites folder, see the Business Objects documentation.
Related topics
My Folders
MyInbox

MyInbox

All users have an inbox that allows them to use the send function and distribute reports to users
within the BusinessObjects Enterprise system. You can access MyInbox from the navigation menu.
For more information, see the Business Objects documentation.
Related topics
My Folders
Favorites

Categories
You can define categories in the information portal and then associate reports to these categories to
help organize your content.
For more information, see the Business Objects documentation.
Related topics
Business Intelligence tools
Public categories
Personal categories

Public categories

Administrators and users who have appropriate access rights create corporate, or public,
categories. These categories are available to all users. You can access Public Categories from the
navigation menu.
For more information, see the Business Objects documentation.
Related topics
Categories
Personal categories

129
 Personal categories

Users can create personal categories to organize their own personal documents. You can access
Personal Categories from the navigation menu.
For more information, see the Business Objects documentation.
Related topics
Categories
Public categories

ITPA use cases

When you create a custom document, you build and run ad hoc queries in the Business Objects
Web Intelligence Document application. You can view and format the document, then save it for
others in your organization.
DecisionCenter simplifies the query process with subject oriented views that contain universe
objects. The universe that you choose has relevant dimensions, measures, and filters that are
essential for your particular interest.
Related topics
Business Intelligence tools
Using the Business Impact universe
Using the Helpdesk universe
Using the Incident universe

Using the Business Impact universe

A business service manager wants to identify the downtime impact for each value center during the
past 12 months. The Business Impact Analysis universe focuses on the dimensions, measures, and
filters from this universe.
The manager uses the Query Filters panel to identify data within the past 12-month timeframe. To
show more detail from the value center data base, the manager clicks the Show/Hide Scope of
Analysis Pane icon. This expands the Scope of Analysis panel, which shows additional details about
the value center. By setting the analysis to three levels, the business service manager sets the
hierarchy to drill from the top level value center to the associated second level value center, and
then to the third level value center. This extra data does not appear in the initial result document,
but remains in the data view for access at any time.
The manager can optionally add selected dimensions to the Scope of Analysis by dragging
dimensions from the Query Manager to the Scope of Analysis panel.
The manager changes the report format from a table to a vertical grouped bar chart before drilling
down three levels.
The following Business Objects terms assist the manager in using the Business Impact Analysis
universe.

Term Description

Detail Provides descriptive data about a dimension. A detail always attaches to the dimension where it
provides additional information. For example, you can associate the Value Center Description object
with the Value Center dimension.

130
Term Description

Dimension Retrieves the data that provides the basis for analysis in a report. Dimension objects typically
retrieve character-type data, such as: Assignment Group Name, Business Service Name, CI Type,
Value Center Name, or Dates.

Measures Retrieve numeric data that is the result of calculations on data in the database. Examples of
measures are Impact and Cost.

Object Identifies the named component that maps to data in the database. You use objects in a query to
retrieve data for your reports. Some objects in the Business Impact Analysis universe are
Assignment Group Name, Business Service Name, and Impact.

Query Filter The three elements in a Filter are:

• Filtered Object
• Operand
• Value
To filter the report to display downtime impact during the last four quarters, you select Incident
Open Date–Quarters ago as the Filtered Object, Less than or Equal to as the Operand, and type 4
as the Value.

To create an ad hoc query with the business impact universe:

1 Click Information Portal > New > Web Intelligence Document.

2 Select the Business Impact Analysis universe.
3 Expand Report Objects for BIA.
4 Expand Assign Grp, Bus Svc, Val Ctr Reporting.
5 Drag the Level Name 0 and Impact objects to the Result Objects pane.
6 Expand BIA Filter Objects.
7 Drag Incident Open Date – Months Ago to the Query Filters pane.
8 Click the In list arrow and select Less than or Equal to.
9 Type 12 in the text box.
10 Click Show•Hide Scope of Analysis Pane to display the Scope of Analysis panel beneath the
Query Filters pane.
11 In the Scope of Analysis box, select Three levels.

12 Click Run Query.

13 Click the Templates tab.
14 Click Charts and expand Bar.
15 Drag Vertical Grouped and place it on the table in the right pane.
— If necessary, change the width and height of the chart by dragging the edges.
16 Click Drill to view more details.

131
 17 Select the parent value center from Value Center Hierarchy 0 to drill to the next level Value
Center Hierarchy 1.
18 Select the second level value center from Value Center Hierarchy 1 to drill to Value Center
Hierarchy 2.
19 Select the third level value center from Value Center Hierarchy 2 to drill to Value Center
Hierarchy 3.
Note: Remember to enable popup windows from your browser when you access the Information
Portal.
Related topics
ITPA use cases
Using the Helpdesk universe
Using the Incident universe

Using the Helpdesk universe

A call center manager wants to identify the total calls for each customer during the past 12 months.
The Helpdesk Analysis universe focuses on the dimensions, measures, and filters from this
universe.
The manager uses the Query Filters panel to identify data within the past 12-month timeframe. To
show more detail from the Customer data base, the manager clicks the Show/Hide Scope of
Analysis Pane icon. This expands the Scope of Analysis panel, which shows additional details about
the customer. By setting the analysis to three levels, the call center manager sets the hierarchy to
drill from Customer Company to Customer Department and then to the Caller Location. This extra
data does not appear in the initial result document, but remains in the data view for access at any
time.
The manager can optionally add selected dimensions to the Scope of Analysis by dragging
dimensions from the Query Manager to the Scope of Analysis panel.
The manager changes the report format from a table to a vertical grouped bar chart before drilling
down three levels.
The following Business Objects terms assist the manager in using the Helpdesk Analysis universe.

Term Description

Detail Provides descriptive data about a dimension. A detail always attaches to the
dimension where it provides additional information. For example, you can
associate the Address detail object with the Customer dimension.

Dimension Retrieves the data that provides the basis for analysis in a report. Dimension
objects typically retrieve character-type data, such as: Call Category,
Customer Company, Call Resolution Code , or Dates.

Measures Retrieve numeric data that is the result of calculations on data in the
database. Examples of measures are Total Number of Calls and Overall
Average Duration.

132
Term Description

Object Identifies the named component that maps to data in the database. You use
objects in a query to retrieve data for your reports. Some objects in the Help
Desk Analysis universe are Call Category, Customer Company, and Total
Calls.

Query Filter The three elements in a Filter are:

• Filtered Object
• Operand
• Value
To filter the report to display calls opened during the last four quarters, you
select Call Open Date–Quarters ago as the Filtered Object, Less than or
Equal to as the Operand, and type 4 as the Value.

To create an ad hoc query with the helpdesk universe:

1 Click Information Portal > New > Web Intelligence Document.

2 Select the ITPM Helpdesk Analysis universe.
3 Expand ITPM Call Origin Analysis.
4 Drag the Customer Company and Total Calls objects to the Result Objects pane.
5 Expand Origin Filter Objects.
6 Drag Call Open Date – Months Ago to the Query Filters pane.
7 Click the In list arrow and select Less than or Equal to.
8 Type 12 in the text box.
9 Click Show⁄Hide Scope of Analysis Pane to display the Scope of Analysis panel beneath the
Result Objects pane.
10 In the Scope of Analysis box, select Three levels.

11 Click Run Query.

12 Click the Templates tab.
13 Click Charts and expand Bar.
14 Drag Vertical Grouped and place it on the table in the right pane.
15 Click Drill to view more details.
16 Select the company from Customer Company to drill to Customer Department.
17 Select the department from Customer Department to drill to Caller Location Level 0.
18 Select the caller location from Caller Location Level 0 to drill to Caller Location Level 1.
19 Select the caller location from Caller Location Level 1 to drill to Caller Location Level 2.
Note: Remember to enable popup windows from your browser when you access the Information
Portal.

133
Related topics
ITPA use cases
Using the Business Impact universe
Using the Incident universe

Using the Incident universe

A service manager wants to identify the total incidents for each category during the past 12
months. The Incident Analysis universe focuses on the dimensions, measures, and filters from this
universe.
The manager uses the Query Filters panel to identify data within the past 12-month timeframe. To
show more detail from the category data base, the manager clicks the Show/Hide Scope of Analysis
Pane icon. This expands the Scope of Analysis panel, which shows additional details about the
category. By setting the analysis to three levels, the service manager sets the hierarchy to drill
from Incident Category to Incident Subcategory and then to the Incident Product Type and Incident
Problem Type. This extra data does not appear in the initial result document, but remains in the
data view for access at any time.
The manager can optionally add selected dimensions to the Scope of Analysis by dragging
dimensions from the Query Manager to the Scope of Analysis panel.
The manager drills down three levels for the final report.
The following Business Objects terms assist the manager in using the Incident Analysis universe

Term Description

Detail Provides descriptive data about a dimension. A detail always attaches to the
dimension where it provides additional information. For example, you can
associate the Address detail object with the Customer dimension.

Dimension Retrieves the data that provides the basis for analysis in a report. Dimension
objects typically retrieve character-type data, such as: Assignment Group,
Incident Category, Customer, and Dates.

Measures Retrieve numeric data that is the result of calculations on data in the database.
Examples of measures are Total Number of Incidents and Parts/Labor Costs.

Object Identifies the named component that maps to data in the database. You use
objects in a query to retrieve data for your reports. Some objects in the Incident
Analysis universe are Incident Category, Customer Company, Total Incidents,
Parts/Labor Costs.

Query Filter The three elements in a Filter are:

• Filtered Object
• Operand
• Value
To filter the report to display incidents opened during the last four quarters,
you select Incident Open Date–Quarters ago as the Filtered Object, Less than
or Equal to as the Operand, and type 4 as the Value.

134
 To create an ad hoc query with the incident universe:

1 Click Information Portal > New > Web Intelligence Document.

2 Select the ITPM Incident Analysis universe.
3 From ITPM Incident Category, drag the Incident Category and Total Incidents objects to the
Result Objects pane.
4 Expand Category Filter Objects.
5 Drag Call Open Date – Months Ago to the Query Filters pane.
6 Click the In list arrow and select Less than or Equal to.
7 Type 12 in the text box.
8 Click Show⁄Hide Scope of Analysis Pane to display the Scope of Analysis panel beneath the
Result Objects pane.
9 In the Scope of Analysis box, select Three levels.

10 Click Run Query.

11 Click Drill to view more details.
12 Select the category from Incident Category to drill to Incident Subcategory.
13 Select the subcategory from Incident Subcategory to drill to Incident Product Type.
14 Select the product from Incident Product Type to drill to Incident Problem Type.
Note: Remember to enable popup windows from your browser when you access the Information
Portal.
Related topics
ITPA use cases
Using the Business Impact universe
Using the Helpdesk universe

Getting started with BIA

Business Impact Analytics (BIA) works with ITPA to add Service Strategies Analytics, Service
Design Analytics, and Service Transition Analytics. BIA adds an Impact Calculator, Simulation
Manager, Change Planner, History Builder, and Data Mining tools.
With BIA you can:
• Import business service information.
• Capture departmental interrelationships and relate them to the business services.
• Define rules that quantify the impact of degraded performance or outages.
• Run historical service management availability and incident data against business impact
rules.
• Display historical impact from enterprise, line of business, department or business service
perspectives.
• Define change scenarios to calculate change impact.
• Calculate impact for changes defined in external applications.

135
 To start using DecisionCenter BIA

First ensure that the application is installed and configured according to the directions in the
DecisionCenter Installation Guide. To log on to the application web server:
1 Make sure that you have a valid login name and password.
2 Type the DecisionCenter URL in your browser. For example, type:
http://servername:portnumber/decisionCenter/
3 Type a valid Username and Password.
4 Click Log in.
5 Click the Impact and Optimization links to define impact rules, calculations, and schedules, and
use other BIA tools.
6 Click the report links in the Analytics sections to access BIA reports.
Related topics
What is BIA?
BIA data
One: Define the business model
Two: Define impact
Three: Calculate impact
Four: Build the history
Search

What is BIA?
Business Impact Analytics (BIA) is a component of DecisionCenter that, together with ITPA, adds
more detailed analytics, views, an Impact Calculator, the Data Mining tool, and History Builder.
The BIA component includes:
• Dashboards
• Analytics: Asset Management, Business Impact, Help Desk, Incident, Service Level
Management, and Service Management
• Business Intelligence tools, including the Business Objects suite of tools
• Data warehouse schema for HP ServiceCenter, AssetCenter, and Connect-It
• Impact Calculator
• Impact definition
• Business and Environment models
• Data Mining tool
• Historic Downtime Impact tool
Related topics
Getting started with BIA
BIA data
One: Define the business model
Two: Define impact
Three: Calculate impact
Four: Build the history
Search

136
 BIA data
When you install the DecisionCenter BIA component, the process requires you to run an
HP Connect-It scenario (rds_sc.scn) that imports ServiceCenter or Service Manager data into the
DecisionCenter data warehouse. Data mining activities prepare the data for processing by
DecisionCenter.
This task must be repeated each time you want to add new ServiceCenter or Service Manager data.
If you use the Change Planner, it is essential that you re-run the scenario to re-import Change
Planner data.
To update all data in the DecisionCenter data warehouse, use Connect-It to re-run the rds_sc.scn
scenario that is located in this DecisionCenter installation folder:

\\...\HP\DecisionCenter 2.00\ITPA-SM\cit
To complete the update process, you must repeat data mining activities to ensure the new data is
also ready for processing.
The rds_sc.scn scenario can take a long time to run. Make sure that you schedule update activities
during off-peak hours. For more information about running scenarios and using data mining tools,
see the DecisionCenter Installation Guide.
Related topics
Getting started with BIA
What is BIA?
1. Define the business model
Two: Define impact
Three: Calculate impact
Four: Build the history
Search

One: Define the business model

The business model describes your organization. Some parts of the business model are defined by
the data that you import from ServiceCenter or Service Manager. Other parts of the business model
are defined or expanded with more detail before you run simulation and optimization scenarios.
The business model describes your IT organization through these critical components:
• Business services
• Value centers
• Configuration items
• Assignment groups
• Service Level Agreements
• Work schedules
The data that you import into DecisionCenter contains information about business services, value
centers, Configuration Items (CIs), and the relationships among them. You can also define new
business services, value centers, and CIs. Before you define and run simulation and optimization
scenarios, make sure that your definition of the business model is complete.
Related topics
Getting started with BIA
Define business services
Define configuration items
Define value centers

137
Review assignment groups
Review Service Level Agreements
Review work schedules

Define business services

Service Manager data already has defined business services that import directly into the
DecisionCenter data warehouse. For some versions of ServiceCenter, the data mining process
mapped departments to business services.
Thereafter you can make changes to existing business services, or add new business services using
the DecisionCenter interface. You can also associate impact rules, configuration items, and value
centers with each business service using the Business Services interface. Adding this detail to
business service definitions produces more precise impact calculations.
Note: DecisionCenter does not assign new business services to existing incident data. You must use
data mining techniques to retrofit new business services to historical incidents from earlier
versions of ServiceCenter. Data from ServiceCenter 6.2 and Service Manager should have
embedded business service information.
Related topics
One: Define the business model
Business service
Business service diagrams
How do I add a business service?
How do I delete a business service?
How do I filter a list of business services?
How do I update a business service?
Working with business services

Business service

A business service is the combination of one or more business applications plus the supporting
configuration items that enable delivery of the business service to the customer. The products that
IT offers its customers are internal and external business services. A business service supports
zero-to-many value centers, and a business service incident usually impacts associated value
centers. A value center can rely on one-to-many business services; however, an incident that affects
the value center may not always affect the associated business service.

138
 Enterprise resource planning (ERP) is a good example of a business service. ERP is a business
management system that integrates all facets of the business, including planning, manufacturing,
sales, and marketing. There can be many component business applications such as inventory
control, order tracking, customer service, finance, and human resources.

Related topics
One: Define the business model
Define business services
Business service diagrams
How do I add a business service?
How do I delete a business service?
How do I filter a list of business services?
How do I update a business service?
Working with business services

Business service diagrams

When you click View Diagram from a business service detail screen, DecisionCenter displays a
graphic representation of the business service associations, including one or more value centers,
configuration items (CIs), and impact rules.

Navigation tips

• Click any icon to view detailed information about the business service, value center, CI, or
impact rule.
• Click the business service icon to return to the business service detail page.
• If there are multiple configuration items, value centers, or impact rules, click any icon to focus
on that item.
• Click the icon again to view the detail page.
Related topics
One: Define the business model
Define business services
Business service
How do I add a business service?
How do I delete a business service?

139
How do I filter a list of business services?
How do I update a business service?
Working with business services

How do I add a business service?

1 From Impact and Optimization, click Business Model > Business Services.
2 Click New.
3 Type the Name and optional Description.
The name of the business service is user-defined; however, it is useful to choose a meaningful
name.
4 Choose the Type of business service from the drop-down list.
5 Type the name of the optional Business owner, Department, and IT contact.
— The business owner is the name of the person or department managing, owning, or
supervising the business service.
— The department identifies the organizational entity that the business service belongs to.
— The IT contact is the name of the person in the IT organization who supports the business
service.
6 Click Save to add impact rule, configuration item, or value center associations to the new
business service.
7 Click View Diagram to see a graphic representation of the business service relationships.
8 Click Save and Close to return to the complete list of business services.
For more information about business services forms and fields, insert the cursor in any field and
click the Help icon.
Note: Field names that you create can contain up to 200 characters. However, the length of the text
box may exceed the width of your viewing area. The best practice is to create meaningful names
that are as short as possible.
Related topics
One: Define the business model
Define business services
Business service
Business service diagrams
How do I delete a business service?
How do I filter a list of business services?
How do I update a business service?
Working with business services

How do I delete a business service?

1 From Impact and Optimization, click Business Model > Business Services.
2 Select the check box for the business service to be deleted.
3 Click Delete.
4 Click OK to confirm the deletion.
For more information about business services forms and fields, insert the cursor in any field and
click the Help icon.

140
Related topics
One: Define the business model

Define business services

Business service
Business service diagrams
How do I add a business service?
How do I filter a list of business services?
How do I update a business service?
Working with business services

How do I filter a list of business services?

1 From Impact and Optimization, click Business Model > Business Services.
2 Do one of the following:
— Type a filter value in the text box at the top of the Name column.
— Type a partial filter value.
— Type a partial filter value and insert a wildcard (*) character before or after the filter value.
For some columns, you can select a filter from a drop-down list.
3 Click Filter.

Examples

• If you type ‘on,’ DecisionCenter will find all business services that contain the letters ‘on,’ such
as Administration, Online Services, or Online Banking. A wildcard character is assumed before
and after the filter value.
• If you type ‘on*,’ DecisionCenter will find all business services that begin with the letters ‘on,’
such as Online Services or Online Banking.
• If you type ‘*on,’ DecisionCenter will find all business services that end with the letters ‘on,’
such as Administration.
For more information about business services form and fields, insert the cursor in any field and
click the Help icon.
Related topics
One: Define the business model
Define business services
Business service
Business service diagrams
How do I add a business service?
How do I delete a business service?
How do I update a business service?
Working with business services

How do I update a business service?

1 From Impact and Optimization, click Business Model > Business Services.
2 Click the name of an existing business service.
3 Edit any field.
4 Click Add to change impact rule, configuration item, or value center associations to the new
business service.
5 Click View Diagram to see a graphic representation of the business service relationships.

141
 6 Click Save and Close to return to the complete list of business services.
For more information about business service forms and fields, insert the cursor in any field and
click the Help icon.
Related topics
One: Define the business model
Define business services
Business service
Business service diagrams
How do I add a business service?
How do I delete a business service?
How do I filter a list of business services?
Working with business services

Working with business services

Business services are business applications and the associated configuration items.

To add a business service

1 From Impact and Optimization, click Business Model > Business Services.
2 Click New.
3 Type the Name and optional Description.
The name of the business service is user-defined; however, it is useful to choose a meaningful
name.
4 Choose the Type of business service from the drop-down list.
5 Type the name of the optional Business owner, Department, and IT contact.
— The business owner is the name of the person or department managing, owning, or
supervising the business service.
— The department identifies the organizational entity that the business service belongs to.
— The IT contact is the name of the person in the IT organization who supports the business
service.
6 Click Save to add impact rule, configuration item, or value center associations to the new
business service.
7 Click View Diagram to see a graphic representation of the business service relationships.
8 Click Save and Close to return to the complete list of business services.

To delete a business service

1 From Impact and Optimization, click Business Model > Business Services.
2 Select the check box for the business service to be deleted.
3 Click Delete.
4 Click OK to confirm the deletion.

To filter business services

1 From Impact and Optimization, click Business Model > Business Services.
2 Do one of the following:
— Type a filter value in the text box at the top of the Name column.

142
 — Type a partial filter value.
— Type a partial filter value and insert a wildcard (*) character before or after the filter value.
For some columns, you can select a filter from a drop-down list.
3 Click Filter.

To update a business service

1 From Impact and Optimization, click Business Model > Business Services.
2 Click the name of an existing business service.
3 Edit any field.
4 Click Add to change impact rule, configuration item, or value center associations to the new
business service.
5 Click View Diagram to see a graphic representation of the business service relationships.
6 Click Save and Close to return to the complete list of business services.
Note: Field names that you create can contain up to 200 characters. However, the length of the text
box may exceed the width of your viewing area. The best practice is to create meaningful names
that are as short as possible.
Related topics
One: Define the business model
Define business services
Business service
Business service diagrams
How do I add a business service?
How do I delete a business service?
How do I filter a list of business services?
How do I update a business service?

Define configuration items

Configuration items (CIs) are part of your business model. They are the hardware and software
tools that support your service delivery processes. Each CI should already be defined within your
Configuration Management Database because CI information is relevant when you record calls,
incidents, and problems.
If you import data from ServiceCenter, each incident already contains CI information. You can
customize these CIs or add new ones using the DecisionCenter interface.
Note: DecisionCenter does not assign new CIs to existing incident data. You must use data
management techniques to retrofit this new information to historical incidents.
Related topics
One: Define the business model
Configuration item
Configuration item impact
Configuration item diagrams
How do I add a configuration item?
How do I delete a configuration item?
How do I filter a list of configuration items?
How do I update a configuration item?
Working with configuration items

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 Configuration item

A configuration item (CI) is a component of your infrastructure or a business service. CIs are
cataloged in your Configuration Management Database (CMDB). A CI can be a hardware
component in a larger hardware system, a software application, or any other identifiable item that
supports a business service.
For example, these are CIs:
• An operating system
• A monitor
• An accounting application
• A router
• A telephone
• A handheld display device
Related topics
Define configuration items
Configuration item impact
Configuration item diagrams
How do I add a configuration item?
How do I delete a configuration item?
How do I filter a list of configuration items?
How do I update a configuration item?
Working with configuration items

Configuration item impact

The status of any configuration item (CI) can affect performance metrics and downtime impact,
especially if the CI is essential to a business service or value center. For example, defective mission
critical software can cost an organization millions of dollars during peak business hours. Or,
degraded network performance can increase the number of calls each hour for a busy help desk.
Every CI in the infrastructure has a role in achieving peak performance and maximum customer
satisfaction. When the CI fails, or performs poorly, the impact translates into dollars and cents.
Related topics
Define configuration items
Configuration item
Configuration item diagrams
How do I add a configuration item?
How do I delete a configuration item?
How do I filter a list of configuration items?
How do I update a configuration item?
Working with configuration items

Configuration item diagrams

When you click View Diagram from a configuration item (CI) detail screen, DecisionCenter displays
a graphic representation of the CI. If you view the diagram of a business service, DecisionCenter
displays the graphic relationship of the CI to the parent business service. Click any icon to view
detailed information about the CI or business service.
When you click View Diagram from a configuration item (CI) detail screen, DecisionCenter displays
a graphic representation of the CI business service associations.

Navigation tips

• Click any icon to view detailed information about the CI or business service.

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 • Click the CI icon to return to the CI detail page.
• If there are multiple business services, click any business service icon to focus on that item.
• Click the icon again to view the detail page.
Related topics
Define configuration items
Configuration item
Configuration item impact
How do I add a configuration item?
How do I delete a configuration item?
How do I filter a list of configuration items?
How do I update a configuration item?
Working with configuration items

How do I add a configuration item?

1 From Impact and Optimization, click Business Model > Configuration Items.
2 Click New.
3 Type a Name.
4 Type an optional Description.
5 Select a Configuration Item Type from the drop-down list.
6 Click Save to add business service associations to the new configuration item.
7 Click View Diagram to see a graphic representation of the business service relationships.
8 Click Save and Close to return to the complete list of configuration items.
For more information about configuration item forms and fields, insert the cursor in any field and
click the Help icon.

Note: Field names that you create can contain up to 200 characters. However, the length of the
text box may exceed the width of your viewing area. The best practice is to create meaningful
names that are as short as possible.
Related topics
Define configuration items
Configuration item
Configuration item impact
Configuration item diagrams
How do I delete a configuration item?
How do I filter a list of configuration items?
How do I update a configuration item?
Working with configuration items

How do I delete a configuration item?

1 From Impact and Optimization, click Business Model > Configuration Items.
2 Select the check box for the Configuration Item to be deleted.
3 Click Delete.
4 Click OK to confirm the deletion.
For more information about configuration items forms and fields, insert the cursor in any field and
click the Help icon.

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Related topics
Define configuration items

Configuration item
Configuration item impact
Configuration item diagrams
How do I add a configuration item?
How do I filter a list of configuration items?
How do I update a configuration item?
Working with configuration items

How do I filter a list of configuration items?

1 From Impact and Optimization, click Business Model > Configuration Items.
2 Do one of the following:
— Type a filter value in the text box at the top of the Name column.
— Type a partial filter value.
— Type a partial filter value and insert a wildcard (*) character before or after the filter value.
For some columns, you can select a filter from a drop-down list.
3 Click Filter.

Examples

• If you type ‘pc,’ DecisionCenter will find all configuration items that contain the letters ‘pc,’
such as DPC00005, PC29965, or Mypc. A wildcard character is assumed before and after the
filter value.
• If you type ‘pc*,’ DecisionCenter will find all configuration items that begin with the letters ‘pc,’
such as PC29965.
• If you type ‘*pc,’ DecisionCenter will find all configuration items that end with the letters ‘pc,’
such as Mypc.
For more information about configuration item forms and fields, insert the cursor in any field and
click the Help icon.
Related topics
Define configuration items
Configuration item
Configuration item impact
Configuration item diagrams
How do I add a configuration item?
How do I delete a configuration item?
How do I update a configuration item?
Working with configuration items

How do I update a configuration item?

1 From Impact and Optimization, click Business Model > Configuration Items.
2 Click the name of an existing configuration item.
3 Edit any field.
4 Click Save.
5 Click Add to add business service associations to the configuration item.
6 Click View Diagram to see a graphic representation of the configuration item.

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 7 Click Save and Close to return to the complete list of configuration items.
For more information about configuration item forms and fields, insert the cursor in any field and
click the Help icon.
Related topics
Define configuration items
Configuration item
Configuration item impact
Configuration item diagrams
How do I add a configuration item?
How do I delete a configuration item?
How do I filter a list of configuration items?
Working with configuration items

Working with configuration items

A configuration item can be a hardware component in a larger hardware system, a software

application, or any other identifiable item that supports a business service.

To add a configuration item

1 From Impact and Optimization, click Business Model > Configuration Items.
2 Click New.
3 Type a Name.
4 Type an optional Description.
5 Select a configuration item Type from the drop-down list.
6 Click Save to add business service associations to the new configuration item.
7 Click View Diagram to see a graphic representation of the business service relationships.
8 Click Save and Close to return to the complete list of configuration items.

To delete a configuration item

1 From Impact and Optimization, click Business Model > Configuration Items.
2 Select the check box for the Configuration Item to be deleted.
3 Click Delete.
4 Click OK to confirm the deletion.

To filter a list of configuration items

1 From Impact and Optimization, click Business Model > Configuration Items.
2 Do one of the following:
— Type a filter value in the text box at the top of the Name column.
— Type a partial filter value.
— Type a partial filter value and insert a wildcard (*) character before or after the filter value.
For some columns, you can select a filter from a drop-down list.
3 Click Filter.

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 To update a configuration item

1 From Impact and Optimization, click Business Model > Configuration Items.
2 Click the name of an existing configuration item.
3 Edit any field.
4 Click Save.
5 Click Add to add business service associations to the configuration item.
6 Click View Diagram to see a graphic representation of the configuration item.
7 Click Save and Close to return to the complete list of configuration items.
Note: Field names that you create can contain up to 200 characters. However, the length of the text
box may exceed the width of your viewing area. The best practice is to create meaningful names
that are as short as possible.
Related topics
Define configuration items
Configuration item
Configuration item impact
Configuration item diagrams
How do I add a configuration item?
How do I delete a configuration item?
How do I filter a list of configuration items?
How do I update a configuration item?

Define value centers

A value center is an IT customer or department that has an associated set of configuration items
(CIs). Each hardware device or software application is a CI tracked and managed in a
Configuration Management Database. The value center has business processes that use these CIs
to add value for internal or external customers.
Any business service supports zero-to-many value centers, and any incident that affects the
business service usually impacts associated value centers. A value center can rely on one-to-many
business services; however, an incident that affects the value center may not always affect the
associated business service.
The departments that have assigned CIs are a good place to start when you define value centers.
You may expand your list of value centers when you think about how your departments operate
and interact with their customers. You can start with a small set of defined value centers and add
to them as you discover new relationships. When you consider the demands each department
makes on the IT infrastructure, or the impact of downtime on a department, it becomes easier to
identify or refine value center definitions. Remember that value can imply something added to the
customer’s environment or something subtracted from the customer’s environment.
Value centers are also the business units that enter into Service Level Agreements (SLAs) with IT
to ensure that IT supports its operational business requirements effectively. The name of the
business unit in the SLA is typically the name of a value center.
Your list of value centers also varies significantly depending on your business sector. An internet
retailer has different types of value centers than a brick-and-mortar retailer, or a bank, or a
manufacturer. Some examples of common value centers are:
• Customer support
• Human resources
• Inventory control

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 • IT services
• Sales
• Training
Related topics
One: Define the business model
Define value centers
Value center
Business service value centers
Value center hierarchies
Value center diagrams
How do I add a value center?
How do I delete a value center?
How do I filter a list of value centers?
How do I update a value center?
Working with value centers

Value center

A value center is that part of your business that provides a product or service to an internal or
external customer. It can be an entire business unit, a cost or profit center, or a functional
department. It is an entity that adds value directly, or indirectly, to your customer community. An
enterprise business service can have multiple associated value centers. A Claims service is an
example of a business service; Claims entry, Claims processing, and Claims arbitration are
examples of value centers that support the Claims business service.
It is easy to see that any revenue producing business unit can be described as a value center.
However, cost centers also affect corporate value. For example, a finance department is a value
center. It does not sell a product to an external customer, but its forecasts, balance sheets, public
statements and other outputs affect the profitability of the enterprise.
IT is another example of a value center. How effectively it meets its Service Level Agreements
obligations affects the performance and profitability of the customers that it serves.

Value centers and the Impact Calculator

A business service supports zero-to-many value centers. A business service incident usually impacts
associated value centers.
A value center can rely on one-to-many business services; however, an incident that affects the
value center may not always affect the associated business service.
• Choose Value center <None> and Business service named_bs when the incident does not affect
the associated value center, but does affect the business service.
• Choose Value center named_vc and Business service named_bs when the incident affects both
the associated value center and the business service.
• Choose Value center named_vc and Business service<None> when the incident impacts the
value center but not an associated business service.
• You must choose one value center or one business service. You cannot choose Value Center
<None> and Business service<None>
Related topics
Define value centers
Business service value centers
Value center hierarchies
Value center diagrams
How do I add a value center?
How do I delete a value center?

149
How do I filter a list of value centers?
How do I update a value center?
Working with value centers

Business service value centers

A business service usually enables the value center to deliver services to internal or external
customers. A business service supports zero-to-many value centers, and a business service incident
usually impacts associated value centers. A value center can rely on one-to-many business services;
however, an incident that affects the value center may not always affect the associated business
service.
These value centers can be hierarchical, where one is subordinate to another in a parent/child
relationship. Downtime impact in one value center can extend to other value centers within
complex business processes.
Related topics
Define value centers
Value center
Value center hierarchies
Value center diagrams
How do I add a value center?
How do I delete a value center?
How do I filter a list of value centers?
How do I update a value center?
Working with value centers

Value center hierarchies

A value center can have one or more parent value centers that you can define at multiple levels.
When you design a hierarchy of value centers, they simplify creating reports and dashboards. You
can gather summarized data from each level to the next level. For example, a value center
hierarchy can report downtime impact for multiple value centers in a single dashboard or summary
report.
You can also aggregate value center impact rules by enabling a parent value center to inherit
impact rules from child value centers. For example, a Worldwide Sales business unit can define
impact rules that always apply to subordinate sales units in addition to their individual impact
rules.
Related topics
Define value centers
Value center
Business service value centers
Value center diagrams
How do I add a value center?
How do I delete a value center?
How do I filter a list of value centers?
How do I update a value center?
Working with value centers

Value center diagrams

When you click View Diagram from a value center detail screen, DecisionCenter displays a graphic
representation of the value center associations, including one or more business services and impact
rules.

Navigation tips

• Click any icon to view detailed information about the value center or business service.
• Click the value center icon to return to the value center detail page.
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 • If there are multiple business services and impact rules, click any icon to focus on that item.
• Click the icon again to view the detail page.
Related topics
Define value centers
Value center
Business service value centers
Value center hierarchies
How do I add a value center?
How do I delete a value center?
How do I filter a list of value centers?
How do I update a value center?
Working with value centers

How do I add a value center?

1 From Impact and Optimization, click Business Model > Value Centers.
2 Click New.
3 Type the Name of the value center.
4 Type an optional Description of the value center.
5 Choose an optional Parent value center from the drop-down list.
6 If applicable, you can type the name of the value center Owner.
7 Choose a department Type from the drop-down list.
8 Click Save to add impact rule and business service associations to the new value center.
9 Click View Diagram to see a graphic representation of the business service relationships.
10 Click Save and Close to return to the complete list of value centers.
For more information about value center forms and fields, insert the cursor in any field and click
the Help icon.
Note: Field names that you create can contain up to 200 characters. However, the length of the text
box may exceed the width of your viewing area. The best practice is to create meaningful names
that are as short as possible.
Related topics
Define value centers
Value center
Business service value centers
Value center hierarchies
Value center diagrams
How do I delete a value center?
How do I filter a list of value centers?
How do I update a value center?
Working with value centers

How do I delete a value center?

1 From Impact and Optimization, click Business Model > Value Centers.
2 Select the check box for the value center to be deleted.
3 Click Delete.
4 Click OK to confirm the deletion.

151
 For more information about value center forms and fields, insert the cursor in any field and click
the Help icon.
Related topics
Define value centers
Value center
Business service value centers
Value center hierarchies
Value center diagrams
How do I add a value center?
How do I filter a list of value centers?
How do I update a value center?
Working with value centers

How do I filter a list of value centers?

1 From Impact and Optimization, click Business Model > Value Centers.
2 Do one of the following:
— Type a filter value in the text box at the top of the Name column.
— Type a partial filter value.
— Type a partial filter value and insert a wildcard (*) character before or after the filter value.
For some columns, you can select a filter from a drop-down list.
3 Click Filter.

Examples

• If you type ‘k,’ DecisionCenter will find all value centers that contain the letters ‘k,’ such as
Checking. A wildcard character is assumed before and after the filter value.
• If you type ‘k*,’ DecisionCenter will find all value centers that begin with the letters ‘k,’ such as
Key performers.
• If you type ‘*k,’ DecisionCenter will find all value centers that end with the letters ‘in,’ such as
401K.
For more information about value center forms and fields, insert the cursor in any field and click
the Help icon.
Related topics
Define value centers
Value center
Business service value centers
Value center hierarchies
Value center diagrams
How do I add a value center?
How do I delete a value center?
How do I update a value center?
Working with value centers

How do I update a value center?

1 From Impact and Optimization, click Business Model > Value Centers.
2 Click the name of an existing value center.
3 Edit any field.
4 Click Add to add business service or impact rule associations to the value center.

152
 5 Click View Diagram to see a graphic representation of the value center relationships.
6 Click Save and Close to return to the complete list of value centers.
For more information about value center forms and fields, insert the cursor in any field and click
the Help icon.
Related topics
Define value centers
Value center
Business service value centers
Value center hierarchies
Value center diagrams
How do I add a value center?
How do I delete a value center?
How do I filter a list of value centers?
Working with value centers

Working with value centers

A value center is that part of your business that provides a product or service to an internal or
external customer.

To add a value center

1 From Impact and Optimization, click Business Model > Value Centers.
2 Click New.
3 Type the Name of the value center.
4 Choose an optional Parent value center from the drop-down list.
5 If applicable, you can type the name of the value center Owner.
6 Choose a department Type from the drop-down list.
7 Type an optional description of the value center.
8 Click Save to add impact rule and business service associations to the new value center.
9 Click View Diagram to see a graphic representation of the business service relationships.
10 Click Save and Close to return to the complete list of value centers.

To delete a value center

1 From Impact and Optimization, click Business Model > Value Centers.
2 Select the check box for the value center to be deleted.
3 Click Delete.
4 Click OK to confirm the deletion.

To filter a list of value centers

1 From Impact and Optimization, click Business Model > Value Centers.
2 Do one of the following:
— Type a filter value in the text box at the top of the Name column.
— Type a partial filter value.
— Type a partial filter value and insert a wildcard (*) character before or after the filter value.

153
 For some columns, you can select a filter from a drop-down list.
3 Click Filter.

To update a value center

1 From Impact and Optimization, click Business Model > Value Centers.
2 Click the name of an existing value center.
3 Edit any field.
4 Click Add to add business service or impact rule associations to the value center.
5 Click View Diagram to see a graphic representation of the value center relationships.
6 Click Save and Close to return to the complete list of value centers.
Note: Field names that you create can contain up to 200 characters. However, the length of the text
box may exceed the width of your viewing area. The best practice is to create meaningful names
that are as short as possible.
Related topics
Define value centers
Value center
Business service value centers
Value center hierarchies
Value center diagrams
How do I add a value center?
How do I delete a value center?
How do I filter a list of value centers?
How do I update a value center?

Review assignment groups

DecisionCenter uses ServiceCenter or Service Manager assignment group information in
simulation and optimization scenarios to measure the complexity of an incident. The number of
assignment groups required to resolve an incident, and the number of times the assignment
changes from one group to another, can predict how long it will take to resolve similar incidents.
The number of personnel involved and the length of time to resolution escalate the cost of these
incidents. Assignment group definitions originate in ServiceCenter or Service Manager. Within the
business model, DecisionCenter lists the known assignment groups associated with historical
incident data. You can change the average hourly wage, but the basic information cannot change
unless you import new assignment group data from ServiceCenter or Service Manager.

Assignment groups and scenarios

When you create a simulation scenario, you can vary the hourly wage information for any
assignment group, or you can impose a single hourly wage value for all assignment groups.
Changing the hourly wage is important for what-if and optimization scenarios. When you create
simulation scenarios, the cost of future IT activities is likely to increase if the number of
technicians is constant (or the hourly wage increases), or if the number of technicians increases to
meet increased demand. You can mitigate this cost by reducing the number of technicians in an
assignment group, or reducing the average hourly wage.
Related topics
One: Define the business model
Assignment groups
How do I change the hourly wage?
Working with assignment groups

154
 Assignment groups

An assignment group is a list of users who are responsible for an incident. When an incident opens
or escalates, a notification mechanism alerts the users in the assignment group.
For example, the service desk operator receives a service request to fix a disabled workstation. The
operator creates an incident. The service desk operator assigns the incident to the IT assignment
group. The IT technician determines that the hard drive must be replaced. Because the drive must
be purchased, the technician updates the incident and assigns it to a Materials Management
assignment group for acquisition. If the hard drive purchase is delayed, which impacts closing the
incident in a reasonable amount of time, a pre-defined process can escalate the incident and assign
it to the operations manager for intervention.
Incident category definitions can include a default assignment group for all incidents in that
category. For example, the hardware category can list IT as the assignment group if the IT
department is always the first group to handle hardware incidents.
Related topics
Review assignment groups
How do I change the hourly wage?
Working with assignment groups

How do I change the hourly wage?

1 From Impact and Optimization, click Business Model > Assignment Groups.
2 To create a global change:
— Type a new value in Change hourly wages for all assignment groups.
— Click Save.
3 To change the hourly wage of one assignment group:
— Select the assignment group.
— Type a new value for Hourly wage.
— Click Save and Close to return to the list of assignment groups.
Note: You cannot add new assignment groups, Service Level Agreements, or work schedules to your
environment model.
Related topics
Review assignment groups
Assignment groups
Working with assignment groups

Working with assignment groups

An assignment group is a list of users who are responsible for an incident. When an incident opens
or escalates, a notification mechanism alerts the users in the assignment group.

To view assignment groups

From Impact and Optimization, click Business Model > Assignment Groups.

To change the hourly wage

1 From Impact and Optimization, click Business Model > Assignment Groups.
2 To create a global change:
— Type a new value in Change hourly wages for all assignment groups.

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 — Click Save.
3 To change the hourly wage of one assignment group:
— Select the assignment group.
— Type a new value for Hourly wage.
— Click Save and Close to return to the list of assignment groups.
Note: DecisionCenter collects assignment group information from your ServiceCenter input data.
You cannot add new assignment groups in DecisionCenter.
Related topics
Review assignment groups
Assignment groups
How do I change the hourly wage?

Review Service Level Agreements

Typically, service management administrators use Service Level Agreement (SLA) metrics to help
prioritize incident resolution, schedule tasks, and escalate incidents when the service guarantee is
in jeopardy. Each configuration item (CI) has one or more associated SLAs.
DecisionCenter lists SLA information imported from ServiceCenter or Service Manager. You can
review the availability and response time Service Level Objectives for these SLAs. When you create
an optimization scenario, DecisionCenter evaluates the effect of SLAs on the associated CIs and the
financial impact of SLAs on the results.
DecisionCenter uses ServiceCenter SLA information in simulation and optimization scenarios. You
can review SLAs, but you cannot change them.
Related topics
One: Define the business model
Service Level Agreements
Service Level Objectives

Service Level Agreements

A Service Level Agreement (SLA) describes service guarantees between service providers and
customers. It defines service goals and responsibilities for configuration items (CIs). An SLA can be
internal, among the departments within an organization, or external, between an organization and
a vendor. These agreements cover two important aspects of service:
• Availability agreements describe the availability of a CI within a specified time frame.
• Response agreements describe performance guarantees.
SLAs normally run automatically to continuously recalculate availability and response metrics.
SLAs usually guarantee service for applications and hardware systems, but not necessarily for
business services. Therefore, some business service components can have varying service
guarantees that can reduce the overall response time for a business service outage.
Related topics
Review Service Level Agreements

How do I view a Service Level Agreement?

Working with Service Level Agreements

156
 How do I view a Service Level Agreement?

New Service Level Agreements (SLAs) cannot influence historical performance. DecisionCenter
gathers SLA information from incident records and uses it to generate scenario results. To view an
SLA:
1 From Impact and Optimization, click Business Model > Service Level Agreements.
2 Select an SLA.
Note: You cannot add assignment groups, SLAs, or work schedules to your business model.
Related topics
Service Level Agreements
Working with Service Level Agreements

Working with Service Level Agreements

A Service Level Agreement (SLA) describes service guarantees between service providers and
customers.

To view an SLA

1 From Impact and Optimization, click Business Model > Service Level Agreements.
2 Click an SLA to view the details of the SLA and associated Service Level Objectives.
Note: DecisionCenter collects SLA information from your ServiceCenter input data. You cannot
change the requirements and Service Level Objectives of an SLA in DecisionCenter.
Related topics
Service Level Agreements
How do I view a Service Level Agreement?

Service Level Objectives

A Service Level Objective (SLO) is a performance goal of a Service Level Agreement. For example, a
typical SLO might be the maximum amount of time to respond to a service call, or the percentage of
service calls closed without opening an incident.
Related topics
Review Service Level Agreements
Service Level Objective selection model
Availability SLOs
Response time SLOs
Change Service Level Objectives
How do I view a Service Level Objective?
Working with Service Level Objectives

Service Level Objective selection model

Usually, an administrator assigns one or more Service Level Objectives (SLOs) to a Service Level
Agreement (SLA). When there are multiple SLOs with different availability or response criteria,
the SLO with the stricter criteria drives the performance metrics.
Related topics
Service Level Objectives
Availability SLOs
Response time SLOs
Change Service Level Objectives
How do I view a Service Level Objective?
Working with Service Level Objectives

157
 Availability SLOs

Service Level Objectives (SLOs) are the goals that an organization sets for response time and
availability. Availability objectives define the percentage of availability for a Configuration Item
during a month, or the maximum amount of time for a single outage. For example, a mail server
must be available 99.999% of the time during normal work hours.
Related topics
Service Level Objectives
Service Level Objective selection model
Response time SLOs
Change Service Level Objectives
How do I view a Service Level Objective?
Working with Service Level Objectives

Response time SLOs

Service Level Objectives (SLOs) are the goals that an organization sets for response time and
availability. Response time objectives set goals for service desk interactions, incidents, and other
events. They define the amount of time required to move the record from one state to another. For
example, a typical response time SLO states that the status of an incident must change from Open
to Work in progress within three hours.
Related topics
Service Level Objectives
Service Level Objective selection model
Availability SLOs
Change Service Level Objectives
How do I view a Service Level Objective?
Working with Service Level Objectives

Change Service Level Objectives

Service Level Objectives (SLOs) are the goals for response time and availability between internal
and external customers and the IT organization. For example, an objective might be that the e-mail
server must be available 99.9% of all business hours. Or, Service Desk personnel must close
customer incidents within 24 hours of the initial contact.
SLOs are constraints that you can apply to scenarios. You can add or remove response or
availability SLOs to vary the calculated impact. Adding an SLO can increase the cost because of the
requirement for IT to respond quickly. Removing an SLO can reduce cost because it improves IT
flexibility.
The historical data that you extract from ServiceCenter or Service Manager data contains the
names of all available SLOs, the name of the owner, and a description of the SLO requirements.
DecisionCenter displays the hierarchical relationship of an SLO to its parent Service Level
Agreement (SLA). You can apply individual SLOs to a simulation scenario, or apply them
collectively by specifying the parent SLA in the scenario.
Related topics
Service Level Objectives
Service Level Objective selection model
Availability SLOs
Response time SLOs
How do I view a Service Level Objective?
Working with Service Level Objectives

How do I view a Service Level Objective?

New Service Level Objectives (SLOs) cannot influence historical performance. DecisionCenter
gathers SLO information from incident records and uses it to generate scenario results.
158
 To view a Service Level Objective:

1 From Impact and Optimization, click Business Model > Service Level Agreements.
2 Select a Service Level Agreement (SLA).
DecisionCenter displays the SLA requirements and any associated response time and
availability SLOs.
3 Click any response time or availability SLO.
Note: You cannot add assignment groups, SLOs, or work schedules to your business model.
Related topics
Service Level Objectives
Service Level Objective selection model
Availability SLOs
Response time SLOs
Change Service Level Objectives
Working with Service Level Objectives

Working with Service Level Objectives

Service Level Objectives (SLOs) are the goals for response time and availability between internal
and external customers and the IT organization.

To view an SLO

1 From Impact and Optimization, click Business Model > Service Level Agreements.
2 Select a Service Level Agreement (SLA).
DecisionCenter displays the SLA requirements and any associated response time and
availability SLOs.
3 Click any response time or availability SLO.
Note: DecisionCenter collects SLO information from your ServiceCenter input data. You cannot
change the response and availability objectives of an SLA in DecisionCenter.
Related topics
Service Level Objectives
Service Level Objective selection model
Availability SLOs
Response time SLOs
Change Service Level Objectives
How do I view a Service Level Objective?

Review work schedules

A ServiceCenter schedule defines the work hours for one or more technicians. ServiceCenter can
generate a complex 24x7 work schedule that spans multiple time zones, includes all shift and break
information, accommodates any regional shift to Daylight Savings time, and automatically accounts
for local or national holidays. ServiceCenter uses the following information to create a work
schedule:
• Shift and break information
• Holiday information (optional)
DecisionCenter uses ServiceCenter work schedule information in simulation and optimization
scenarios. You can review work schedules, but you cannot change them.

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Related topics
One: Define the business model
Work schedules and time zones
How do I view a work schedule?
Time zones

Work schedules and time zones

DecisionCenter uses both work schedules and time zones. Work schedules provide information
about the availability of technicians who can respond to, and close, incidents. Time zones are
critical for work schedules, in calculating whether availability and response Service Level
Objectives are met on time, or whether Service Level Agreements are breached.
For example, technicians assigned to a typical day schedule in Europe are off-duty during general
business hours in the United States. DecisionCenter must calculate the offset from Universal Time
(Coordinated) to determine the local time for technician work schedules and the location of
configuration items.
Note: DecisionCenter does not support customized versions of time zones. A typical custom time
zone occurs when a country or locale decides to begin or end daylight savings time on a different
day than the rest of the world. In a simulation or optimization, a customized time zone that affects
a relatively small number of incidents is not likely to influence the outcome when there are a large
number of incidents in the data set.
Related topics
Review work schedules
How do I view a work schedule?
Time zones

How do I view a work schedule?

1 From Impact and Optimization, click Business Model > Work Schedules.
2 Select a work schedule.
Note: You cannot add assignment groups, Service Level Agreements, or work schedules to your
business model because this is imported data. However, you can create or modify work schedules as
a function of impact definition. From Impact and Optimization, click Impact Definition > Impact
Schedules.
Related topics
Review work schedules
Work schedules and time zones
Time zones

Time zones

A time zone is Universal Time (Coordinated) plus or minus the required offset for geographic
location. ServiceCenter uses time zone information for:
• Work schedules
• Alerts
• Service Level Agreements (SLAs) and service contracts
ServiceCenter contains out-of-box time zone records for most regions of the world. System
administrators can also create custom time zone records; however, DecisionCenter supports only
the out-of-box time zones.
Each time zone record contains:

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 • Local GMT offset
• Local time switch over definitions
• Local date format
Related topics
Review work schedules
Work schedules and time zones
How do I view a work schedule?

Two: Define impact

Impact is the potential business vulnerability. There is no global value; it is subjective and each
business unit must set and modify its own hierarchy of impact against business services, value
centers, and configuration items. An incident that is isolated can have a low impact initially, but a
high urgency because of the potential for damage if the defect becomes widespread. For example, a
new computer virus is a problem that can escalate quickly.
A change event that is short and has little effect on mainstream business processes can have a low
impact. A complicated change with multiple events that affect multiple business services and value
centers can have a much larger impact if you schedule the change events during prime business
hours or have no strategy to minimize the impact of planned outages. For example, moving all
business data to a new data center or new servers can be costly if unforeseen errors occur, or
critical changes are not scheduled during weekends or planned service windows.
Use the Impact Planner for any scenario where you can vary the start time.
Related topics
Getting started with BIA
Rules
Calculations
Impact schedules

Rules
Impact rules define operational constraints that quantify the cost of incidents or planned changes.
Rules take into consideration the type of impact, the scope, schedule, and the cost for each unit of
time that the incident or change event persists. The cost for each unit of time can escalate as the
duration increases.
Related topics
Two: Define impact
Example: Case 1
Example: Case 2
Example: Case 3
Define rules
Associations
Working with impact rules

Example: Case 1

In this case, the impact rule has a named business service and 0 – n value centers. The incident is
associated with the same business service as the impact rule, but no other value centers,
DecisionCenter allocates the total impact cost as follows:
• The total impact is allocated to the business service named in the impact rule.

And

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 • The total impact divided by the number of value centers associated with specified business
service is allocated to each value center.
For example, if the impact rule specifies one business service that has four associated value centers,
and the impact cost for each occurrence is $100, here is how the rules apply:
• DecisionCenter allocates the total impact to the business service named in the impact rule
(1 x $100 = $100).

And
• DecisionCenter divides the total impact by the number of value centers associated with the
business service, then allocates the result to each value center ($100 / 4 = $25 each).
The cumulative impact to the organization, which includes both the business service and value
centers, is $200.

DecisionCenter allocates no impact if the impact rule has a specific business service, but the same
business service is not associated directly or indirectly with the incident.
Note: Incidents must have a direct association to a value center, or a direct association to a
business service, or an indirect association to a business service through the configuration item
specified in the incident.
Related topics
Rules
Example: Case 2
Example: Case 3
Define rules
Associations
Working with impact rules

Example: Case 2

In this case, the impact rule has a named value center and 0 – n business services. The incident can
specify the same value center as the impact rule, or the incident can specify a business service that
is associated with the same value center.
DecisionCenter allocates the total impact to the value center named in the impact rule. Even if the
incident identifies a business service with an association to the named value center, there is no
impact to the business service.
For example, if the impact rule specifies one value center, and the impact cost for each occurrence is
$100, DecisionCenter allocates the total impact to the value center named in the impact rule
(1 x $100 = $100). There is no impact to the business service.

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 The cumulative impact to the organization is $100.

DecisionCenter allocates no impact if the impact rule has a specific value center, but the same
value center is not associated directly or indirectly with the incident.
Note: Incidents must have a direct association to a value center, or a direct association to a
business service, or an indirect association to a business service through the configuration item
specified in the incident.
Related topics
Rules
Example: Case 1
Example: Case 3
Define rules
Associations
Working with impact rules

Example: Case 3

In this case, the impact rule has a named business service and a value center. If the incident is
associated with the same business service and value center, DecisionCenter allocates the total
impact cost as follows:
• The total impact is allocated to the business service named in the impact rule.

And
• The total impact is allocated to the value center named in the impact rule.
For example, if the impact rule specifies one business service and one value center, and the impact
cost for each occurrence is $100, here is how the rules apply:
• DecisionCenter allocates the total impact to the business service named in the impact rule
(1 x $100 = $100).

And
• DecisionCenter allocates the total impact to the value center named in the impact rule
(1 x $100 = $100).

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 The cumulative impact to the organization, which includes both the business service and value
centers, is $200.

DecisionCenter allocates no impact if the impact rule has both a value center and business service,
but the same value center and business service are not associated with the incident.
Note: Incidents must have a direct association to a value center, or a direct association to a
business service, or an indirect association to a business service through the configuration item
specified in the incident.
Related topics
Rules
Example: Case 1
Example: Case 2
Define rules
Associations
Working with impact rules

Define rules

Impact rules define the effect of an incident or change event on a business service or a value center.
Each impact rule is associated with an incident or change type, such as outage, defect, performance,
or a request for information.
For example, you can calculate the impact of an outage at the business service level, which is the
immediate impact; or at the value center level, which extends the impact to include customer good
will, lost revenue, and more.
When you define an impact rule, you can associate it with a business service or a value center. You
can also associate the impact rule with a schedule that defines when the rule applies, such as the
time of day, day of the week, month, and so on. Each impact rule contains information about:
• The type of impact
• How broad the impact is (scope)
• The time of day when the rule applies
• The cost by the minute, hour, or day
DecisionCenter applies impact rules when you use the Impact Calculator, Impact Planner, Change
Planner, and Simulation Manager. Increasing the granularity of the rules improves the accuracy of
the impact calculations.
Related topics
Business Impact Analysis
Generic impact rules
Value Center impact rules

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 How do I add an impact rule?

1 From Impact and Optimization, click Impact Definition > Rules.

2 Click New.
3 Type a rule Name.
4 Type an optional Description.
5 Choose the Incident impact type from the drop-down list.
6 Choose the Impact scope from the drop-down list.
7 Choose an Impact schedule from the drop-down list. DecisionCenter displays the details of the
selected impact schedule.
You can click New to add a schedule.
8 Choose an Impact calculation from the drop-down list. DecisionCenter displays the details of
the selected calculation.
You can click New to add an impact calculation.
9 Click Save. DecisionCenter enables you to add new impact rule associations to the rule.
10 Click Save and Close to return to the complete list of rules.
11 Click View Diagram to see the new rule.
For more information about impact rule forms and fields, insert the cursor in any field and click the
Help icon.
Note: Field names that you create can contain up to 200 characters. However, the length of the text
box may exceed the width of your viewing area. The best practice is to create meaningful names
that are as short as possible.
Related topics
Define rules
How do I delete an impact rule?
How do I filter a list of impact rules?
How do I update an impact rule?

How do I delete an impact rule?

1 From Impact and Optimization, click Impact Definition > Rules.

2 Select the check box for the impact rule to be deleted.
3 Click Delete.
4 Click OK to confirm the deletion.
Related topics
Define rules
How do I add an impact rule?
How do I filter a list of impact rules?
How do I update an impact rule?

How do I filter a list of impact rules?

1 From Impact and Optimization, click Impact Definition > Rules.

2 Do one of the following:
— Type a filter value in the text box at the top of the Name column.
— Type a partial filter value.
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 — Type a partial filter value and insert a wildcard (*) character before or after the filter value.
For some columns, you can select a filter from a drop-down list.
3 Click Filter.

Examples

• If you type ‘rule,’ DecisionCenter will find all impact rules that contain the letters ‘rule,’ such as
OutageRule001, Rule for holidays, or Newrule. A wildcard character is assumed before and
after the filter value.
• If you type ‘rule*,’ DecisionCenter will find all impact rules that begin with the letters ‘rule,’
such as Rule for holidays.
• If you type ‘*rule,’ DecisionCenter will find all impact rules that end with the letters ‘rule,’ such
as Newrule.
For more information about impact rule forms and fields, insert the cursor in any field and click the
Help icon.
Related topics
Define rules
How do I add an impact rule?
How do I delete an impact rule?
How do I update an impact rule?

How do I update an impact rule?

1 From Impact and Optimization, click Impact Definition > Rules.

2 Click the impact rule link to be updated.
3 Edit any field.
4 Click Save, or Save and Close to return to the complete list of rules.
For more information about impact rule forms and fields, insert the cursor in any field and click the
Help icon.
Related topics
Define rules
How do I add an impact rule?
How do I delete an impact rule?
How do I filter a list of impact rules?

Associations

Associations are relationships and dependencies among business services, configuration items,
impact rules, and value centers.
From an impact rule, you can add business services and value centers.
From a business service, you add impact rules, configuration items, or value centers.
From a value center, you add impact rules or business services.
Related topics
Rules
Impact rule associations
How do I add an impact rule association?
How do I delete an impact rule association?
How do I manage associations?

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 Impact rule associations

From an impact rule, you can create a relationship with an existing business service or value
center. These defined relationships create dependent conditions for the impact rule to apply to an
incident.
When DecisionCenter evaluates an impact rule, the relationship that you establish with a business
service or a value center (or both) becomes a condition that must be true for the rule to apply.
For example, if ImpactRule 1 applies to the Accounts Payable business service and any other value
center, the calculated impact described by ImpactRule 1 aggregates each time an incident occurs
that affects Accounts Payable.
Related topics
Associations
How do I add an impact rule association?
How do I delete an impact rule association?
How do I manage associations?

How do I add an impact rule association?

1 From Impact and Optimization, click Impact Definition > Rules.

2 Create a new rule and save it or select an existing rule.
3 Click Modify in the Impact Rule Associations section.
4 Choose By business service or By value center.

If you choose By business service, a list of available business services appears. If you choose
By value center, a list of available value centers appears. You can type a few characters and
click Filter to narrow the selection list.
2 Click an item in the list. If you select a business service, a list of associated value centers
appears. If you select a value center, a list of associated business services appears.
3 Select an item from the list in the second box. To multi-select, press and hold the ctrl key as you
click multiple items.
4 Click Add.
5 Click Save or Save and Close.
For more information about impact rule forms and fields, insert the cursor in any field and click the
Help icon.
Related topics
Associations
Impact rule associations
How do I delete an impact rule association?
How do I manage associations?

How do I delete an impact rule association?

1 From Impact and Optimization, click Impact Definition > Rules.

2 Create a new rule and save it or select an existing rule.
3 Click Modify in the Impact Rule Associations section.
4 Select the checkbox for an association.
5 Click Remove to delete the association, not the impact rule.

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 6 Create a new association, or click Save and Close to return to the list of impact rules.
For more information about impact rule forms and fields, insert the cursor in any field and click the
Help icon.
Related topics
Associations
Impact rule associations
How do I add an impact rule association?
How do I manage associations?

How do I manage associations?

Associations are relationships and dependencies among business services, configuration items,
impact rules, and value centers.

Business service associations

1 From Impact and Optimization, click Business Model > Business Services.
2 Click an existing business service.
3 To associate a new impact rule, configuration item, or value center, click Add.
4 To delete an association, select the check box of an associated impact rule, configuration item,
or value center, and click Remove. This action deletes the association, not the impact rule,
configuration item, or value center.

Value center associations

1 From Impact and Optimization, click Business Model > Value Centers.
2 Click an existing value center.
3 To associate a new impact rule or business service, click Add.
4 To delete an association, select the check box for an existing impact rule or business service,
and click Remove. This action deletes the association, not the impact rule or business service.

Configuration item associations

1 From Impact and Optimization, click Business Model > Configuration Items.
2 Click an existing configuration item.
3 To associate a new business service, click Add.
4 To delete an association, select the check box for an existing business service, and click
Remove. This action deletes the association, not the business service.

Impact rule associations

1 From Impact and Optimization, click Impact Definition > Rules.

2 Create a new rule and save it or select an existing rule.
3 To create a new association, click Modify in the Impact Rule Associations section.
4 Choose By business service or By value center.

If you choose By business service, a list of available business services appears. If you choose
By value center, a list of available value centers appears. You can type a few characters and
click Filter to narrow the selection list.

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 5 Click an item in the list. If you select a business service, a list of associated value centers
appears. If you select a value center, a list of associated business services appears.
6 Select an item from the list in the second box. To multi-select, press and hold the ctrl key as you
click multiple items.
7 Click Add.
8 To delete an association, select the checkbox for an association.
9 Click Remove to delete the association, not the impact rule.
10 Create a new association, or click Save and Close to return to the list of impact rules.
Related topics
Associations
Impact rule associations
How do I add an impact rule association?
How do I delete an impact rule association?

Working with impact rules

Impact rules define the effect of an incident on a business service, application, or the organization.

To add an impact rule

1 From Impact and Optimization, click Impact Definition > Rules.

2 Click New.
3 Type a rule Name.
4 Type an optional Description.
5 Choose the Incident impact type from the drop-down list.
6 Choose the Impact scope from the drop-down list.
7 Choose an Impact schedule from the drop-down list. DecisionCenter displays the details of the
selected impact schedule.
You can click New to add a schedule.
8 Choose an Impact calculation from the drop-down list. DecisionCenter displays the details of
the selected calculation.
You can click New to add an impact calculation.
9 Click Save. DecisionCenter enables you to add new impact rule associations to the rule.
10 Click Save and Close to return to the complete list of rules.
11 Click View Diagram to see the new rule.

To delete an impact rule

1 From Impact and Optimization, click Impact Definition > Rules.

2 Select the check box for the impact rule to be deleted.
3 Click Delete.
4 Click OK to confirm the deletion.

To filter a list of impact rules

1 From Impact and Optimization, click Impact Definition > Rules.

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 2 Do one of the following:
— Type a filter value in the text box at the top of the Name column.
— Type a partial filter value.
— Type a partial filter value and insert a wildcard (*) character before or after the filter value.
For some columns, you can select a filter from a drop-down list.
3 Click Filter.

To update an impact rule

1 From Impact and Optimization, click Impact Definition > Rules.

2 Click the impact rule link to be updated.
3 Edit any field.
4 Click Save, or Save and Close to return to the complete list of rules.

To add an impact rule association

1 From Impact and Optimization, click Impact Definition > Rules.

2 Create a new rule and save it or select an existing rule.
3 Click Modify in the Impact Rule Associations section.
4 Choose By business service or By value center.

If you choose By business service, a list of available business services appears. If you choose
By value center, a list of available value centers appears. You can type a few characters and
click Filter to narrow the selection list.
5 Click an item in the list. If you select a business service, a list of associated value centers
appears. If you select a value center, a list of associated business services appears.
6 Select an item from the list in the second box. To multi-select, press and hold the ctrl key as you
click multiple items.
7 Click Add.
8 Click Save and Close.

To delete an impact rule association

1 From Impact and Optimization, click Impact Definition > Rules.

2 Create a new rule and save it or select an existing rule.
3 Click Modify in the Impact Rule Associations section.
4 Select the checkbox for an association.
5 Click Remove to delete the association, not the impact rule.
6 Create a new association, or click Save and Close to return to the list of impact rules.
Note: Field names that you create can contain up to 200 characters. However, the length of the text
box may exceed the width of your viewing area. The best practice is to create meaningful names
that are as short as possible.

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Related topics
Rules
Example: Case 1
Example: Case 2
Example: Case 3
Define rules
Associations

Calculations
The Impact Planner uses the Impact Calculator, which evaluates pre-defined rules and schedules
against each incident or planned change. The impact total is a quantitative estimate of the cost to
IT for incidents, changes, planned outages, degraded performance, and so on. The precision of the
calculation depends on the granularity of the pre-defined impact rules and schedules.
Related topics
Two: Define impact
Types of impact calculations
How do I add an impact calculation?
How do I delete an impact calculation?
How do I filter a list of impact calculations?
How do I update a fixed amount calculation?
How do I update a fixed rate calculation?
How do I update a stepped rate calculation?
How do I create a custom calculation?
Working with impact calculations

Types of impact calculations

There are three types of impact calculations that you can select for each impact calculation rule.

Calculation
type Description Example

Fixed amount A static cost for an outage. The fixed cost for an outage in the Claims Processing
department on Monday from 8am until 12pm is $2,000,000.00.

Fixed rate A predictable unit cost for The fixed rate for an outage in the Order/Entry department is
an outage. $50,000.00 for each hour that the outage persists.

Stepped An incremental cost that An outage in the Claims Processing department on Monday
escalates depending on the from 8am until 12 pm is $2,000,000.00 for the first hour.
schedule. Thereafter, the cost for each additional hour is $1,000,000.00.

Related topics
Calculations
How do I add an impact calculation?
How do I delete an impact calculation?
How do I filter a list of impact calculations?
How do I update a fixed amount calculation?
How do I update a fixed rate calculation?
How do I update a stepped rate calculation?
How do I create a custom calculation?
Working with impact calculations

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 How do I add an impact calculation?

1 From Impact and Optimization, click Impact Definition > Calculations.

2 Click New.
3 Type a Name for the calculation.
4 Type an optional Description.
5 Choose a Calculation type from the drop-down list:
— If you choose Fixed Amount, type the Cost.
— If you choose Fixed Rate, type the Cost and select the unit of time (Per) from the drop-down
list.
— If you choose Stepped, you can create an escalating cost structure:
– Type the length of the first interval when an event occurs and select the unit of time for
that interval from the drop-down list. For example, the first event duration might be 2
hours.
– Type the cost for each unit of time during the event and select the unit of time from the
drop-down list. For example, the cost might be $100 for each minute within the first two
hours.
– Type the cost for each increment of time beyond the first interval and select the unit of
time from the drop-down list. For example, after the first hour, the cost might be $250
for each additional minute that the event continues.
– Click New to define more measured intervals. For example, if the event duration for the
second interval is 6 hours, the cost might be $500 for each minute.
6 Click Save and Close to return to the complete list of calculations or to continue defining a new
impact rule.
A stepped impact calculation can define the cumulative financial impact if the event lasts for a
minute, an hour, a day or a week. You can also specify the cost of an event for a specified duration.
For more information about impact calculation forms and fields, insert the cursor in any field and
click the Help icon.
Note: Field names that you create can contain up to 200 characters. However, the length of the text
box may exceed the width of your viewing area. The best practice is to create meaningful names
that are as short as possible.
Related topics
Calculations
Types of impact calculations
How do I delete an impact calculation?
How do I filter a list of impact calculations?
How do I update a fixed amount calculation?
How do I update a fixed rate calculation?
How do I update a stepped rate calculation?
How do I create a custom calculation?
Working with impact calculations

How do I delete an impact calculation?

1 From Impact and Optimization, click Impact Definition > Calculations.

2 Select the check box for the impact calculation to be deleted.
3 Click Delete.

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 4 Click OK to confirm the deletion.
For more information about the Impact Calculations form and fields, insert the cursor in any field
and click the Help icon.
Related topics
Calculations
Types of impact calculations
How do I add an impact calculation?
How do I filter a list of impact calculations?
How do I update a fixed amount calculation?
How do I update a fixed rate calculation?
How do I update a stepped rate calculation?
How do I create a custom calculation?
Working with impact calculations

How do I filter a list of impact calculations?

1 From Impact and Optimization, click Impact Definition > Calculations.

2 Do one of the following:
— Type a filter value in the text box at the top of the Name column.
— Type a partial filter value.
— Type a partial filter value and insert a wildcard (*) character before or after the filter value.
For some columns, you can select a filter from a drop-down list.
3 Click Filter.

Examples

• If you type ‘fix,’ DecisionCenter will find all impact calculations that contain the letters ‘fix,’
such as New Fixed Amount or Fixed rate. A wildcard character is assumed before and after the
filter value.
• If you type ‘Fix*,’ DecisionCenter will find all impact calculations that begin with the letters
‘Fix,’ such as Fixed Amount.
• If you type ‘*fix,’ DecisionCenter will find all impact calculations that end with the letters ‘fix,’.
For more information about impact calculation forms and fields, insert the cursor in any field and
click the Help icon.
Related topics
Calculations
Types of impact calculations
How do I add an impact calculation?
How do I delete an impact calculation?
How do I update a fixed amount calculation?
How do I update a fixed rate calculation?
How do I update a stepped rate calculation?
How do I create a custom calculation?
Working with impact calculations

How do I update a fixed amount calculation?

1 From Impact and Optimization, click Impact Definition > Calculations.

2 Click the impact calculation to be updated.
3 Change the Cost field.

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 4 Click Save and Close to return to the complete list of calculations.
For more information about impact calculation forms and fields, insert the cursor in any field and
click the Help icon.
Related topics
Calculations
Types of impact calculations
How do I add an impact calculation?
How do I delete an impact calculation?
How do I filter a list of impact calculations?
How do I update a fixed rate calculation?
How do I update a stepped rate calculation?
How do I create a custom calculation?
Working with impact calculations

How do I update a fixed rate calculation?

1 From Impact and Optimization, click Impact Definition > Calculations.

2 Click the impact calculation to be updated.
3 Change one or more of these values:
— The cost of the impact for each unit of time
— The unit of time
4 Click Save and Close to return to the complete list of calculations.
For more information about impact calculation forms and fields, insert the cursor in any field and
click the Help icon.
Related topics
Calculations
Types of impact calculations
How do I add an impact calculation?
How do I delete an impact calculation?
How do I filter a list of impact calculations?
How do I update a fixed amount calculation?
How do I update a stepped rate calculation?
How do I create a custom calculation?
Working with impact calculations

How do I update a stepped rate calculation?

1 From Impact and Optimization, click Impact Definition > Calculations.

2 Click the impact calculation to be updated.
3 Change the duration, duration time unit, cost, or cost time unit fields.
4 Click Save or Save and Close to return to the complete list of calculations.

To add a new stepped rate:

1 Click New.
2 Type the length of the interval when an event occurs and select the unit of time for that
interval from the drop-down list.
3 Type the cost for each unit of time during the event and select the unit of time from the drop-
down list.

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 4 Type the cost for each increment of time beyond the first interval and select the unit of time
from the drop-down list.
5 Click New to define more measured intervals.
6 Click Save or Save and Close to return to the complete list of calculations.

To delete a stepped rate:

1 Select the stepped rate to be deleted.

2 Click Delete.

To save your changes:

• Click Save and Close to return to the complete list of calculations.

For more information about impact calculation forms and fields, insert the cursor in any field and
click the Help icon.
Related topics
Calculations
Types of impact calculations
How do I add an impact calculation?
How do I delete an impact calculation?
How do I filter a list of impact calculations?
How do I update a fixed amount calculation?
How do I update a fixed rate calculation?
How do I create a custom calculation?
Working with impact calculations

How do I create a custom calculation?

DecisionCenter does not support custom calculations. By combining fixed amount, fixed rate, or
stepped calculations with refined impact schedules, you can configure a variety of calculations to
meet your needs.
Related topics
Calculations
Types of impact calculations
How do I add an impact calculation?
How do I delete an impact calculation?
How do I filter a list of impact calculations?
How do I update a fixed amount calculation?
How do I update a fixed rate calculation?
How do I update a stepped rate calculation?
Working with impact calculations

Working with impact calculations

Impact calculations produce a quantitative estimate of the cost to IT for incidents and outages.

To add an impact calculation

1 From Impact and Optimization, click Impact Definition > Calculations.

2 Click New.
3 Type a Name for the calculation.
4 Choose a Calculation Type from the drop-down list:
— If you choose Fixed Amount, type the Cost.

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 — If you choose Fixed Rate, type the Cost and unit of time (Per).
— If you choose Stepped, you can create an escalating cost structure.
– Type the length of the first interval when an event occurs and select the unit of time for
that interval from the drop-down list. For example, the first event duration might be 2
hours.
– Type the cost for each unit of time during the event and select the unit of time from the
drop-down list. For example, the cost might be $100 for each minute within the first two
hours.
– Type the cost for each increment of time beyond the first interval and select the unit of
time from the drop-down list. For example, after the first hour, the cost might be $250
for each additional minute that the event continues.
– Click New to define more measured intervals. For example, if the event duration for the
second interval is 6 hours, the cost might be $500 for each minute.
5 Click Save or Save and Close to return to the complete list of calculations.

To delete an impact calculation

1 From Impact and Optimization, click Impact Definition > Calculations.

2 Select the check box for the impact calculation to be deleted.
3 Click Delete.
4 Click OK to confirm the deletion.

To update an impact calculation

1 From Impact and Optimization, click Impact Definition > Calculations.

2 Click the impact calculation to be updated.
3 Change the event duration, interval, cost, or Per field.

To add a new stepped rate

1 Click New.
2 Type the length of the interval when an event occurs and select the unit of time for that
interval from the drop-down list.
3 Type the cost for each unit of time during the event and select the unit of time from the drop-
down list.
4 Type the cost for each increment of time beyond the first interval and select the unit of time
from the drop-down list.
5 Click New to define more measured intervals.
6 Click Save or Save and Close to return to the complete list of calculations.

To delete a stepped rate

1 Select the stepped rate to be deleted.

2 Click Delete.

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 To save your changes

Click Save and Close to return to the complete list of calculations.

Note: Field names that you create can contain up to 200 characters. However, the length of the text
box may exceed the width of your viewing area. The best practice is to create meaningful names
that are as short as possible.
Related topics
Calculations
Types of impact calculations
How do I add an impact calculation?
How do I delete an impact calculation?
How do I filter a list of impact calculations?
How do I update a fixed amount calculation?
How do I update a fixed rate calculation?
How do I update a stepped rate calculation?
How do I create a custom calculation?

Impact schedules
Impact schedules function as a constraint against the cost of downtime. An outage that occurs
during peak operating hours is more expensive than an outage that occurs during off-peak time.
The hour of the day, day of the week, season, or other calendar event can also impact the cost of
downtime.
Related topics
Two: Define impact
Impact schedules and time zones
Types of impact schedules
How do I add an impact schedule?
How do I delete an impact schedule?
How do I filter a list of impact schedules?
How do I update an impact schedule?
Working with impact schedules

Impact schedules and time zones

DecisionCenter uses both schedules and time zones. Schedules provide information about the
availability of technicians who can respond to, and close, incidents. Time zones are critical for
planning change events, setting work schedules, calculating whether availability and response
Service Level Objectives are met on time, or whether Service Level Agreements are breached.
For example: technicians assigned to a typical day schedule in Europe are off-duty during general
business hours in the United States. DecisionCenter must calculate the offset from Universal Time
(Coordinated) to determine the local time for technician schedules and the location of configuration
items.
Another example: you want to upgrade the mail server but typical downtime hours in North
America are prime business hours in Europe and Asia. You need to find a conversion window that
has the least impact on the e-mail community.
Note: DecisionCenter does not support customized versions of time zones. For example, custom
time zones occur when a country or locale decides to begin or end daylight savings time on a
different day than the rest of the world. In a simulation or optimization, a customized time zone
that affects a relatively small number of incidents is not likely to influence the outcome when there
are a large number of incidents in the data set.
Related topics
Impact schedules
Types of impact schedules

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How do I add an impact schedule?
How do I delete an impact schedule?
How do I filter a list of impact schedules?
How do I update an impact schedule?
Working with impact schedules

Types of impact schedules

Impact schedules describe operational availability. There are standard costs associated with events
that occur within typical business day schedules, holidays, or peak business hours. When incidents
occur that cause outages or require extra resources, costs become incremental, depending on the
response required to ensure business continuity. If you plan change events that impose downtime
on critical resources, the costs are also incremental. The following table shows typical impact
schedules that you can define to describe your environment.

Schedule Description

24/7 Complete availability.

Holiday A schedule with availability that is extended or abbreviated. It varies from the
default daily schedule. A holiday schedule for a bank has a different definition
from a holiday schedule for a retailer.

Weekdays Typically, a Monday through Friday schedule with no Saturday or Sunday

availability.

Weekend Only Saturday and Sunday availability.

Related topics
Impact schedules
Impact schedules and time zones
How do I add an impact schedule?
How do I delete an impact schedule?
How do I filter a list of impact schedules?
How do I update an impact schedule?
Working with impact schedules

How do I add an impact schedule?

1 From Impact and Optimization, click Impact Definition > Impact Schedules.
2 Click New.
3 Type the Name of the schedule.
4 Type an optional Description.
5 You can specify any combination of schedules for the Impact Calculator.
— Use time range: Select a beginning time of day and an ending time of day from drop-down
lists if the range is fewer than 24 hours. If you omit a time range, the default value is
24 hours.
— Use start date: Define the schedule start date by clicking the calendar and choosing a date.

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 — Use end date: Define the schedule end date by clicking the calendar and choosing a date.
You can omit a start or end date. If you omit both, the default value is a perpetual schedule.

Clear any check box to remove a schedule type.

6 Choose a Recurrence type. If you select None, the start and end dates are the absolute
schedule boundaries.

If you select Daily, Weekly, Monthly, or Yearly, DecisionCenter calculates how often the time
interval occurred since January 1 of the current calendar year.
7 Click Save and Close to return to the complete list of schedules or to continue defining a new
impact rule.
Notes:
• Because DecisionCenter uses a recurrence model since January 1 of the current calendar year,
it is best to avoid creating schedules that span calendar years.
• Field names that you create can contain up to 200 characters. However, the length of the text
box may exceed the width of your viewing area. The best practice is to create meaningful names
that are as short as possible.
For more information about schedule forms and fields, insert the cursor in any field and click the
Help icon.
Related topics
Impact schedules
Impact schedules and time zones
Types of impact schedules
How do I delete an impact schedule?
How do I filter a list of impact schedules?
How do I update an impact schedule?
Working with impact schedules

How do I delete an impact schedule?

1 From Impact and Optimization, click Impact Definition > Impact Schedules.
2 Select the check box for the schedule to be deleted.
3 Click Delete.
4 Click OK to confirm the deletion.
Note: You cannot delete a schedule if it is associated with an impact rule.
For more information about schedule forms and fields, insert the cursor in any field and click the
Help icon.
Related topics
Impact schedules
Impact schedules and time zones
Types of impact schedules
How do I add an impact schedule?
How do I filter a list of impact schedules?
How do I update an impact schedule?
Working with impact schedules

How do I filter a list of impact schedules?

1 From Impact and Optimization, click Impact Definition > Impact Schedules.
2 Do one of the following:
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 — Type a filter value in the text box at the top of the Name column.
— Type a partial filter value.
— Type a partial filter value and insert a wildcard (*) character before or after the filter value.
For some columns, you can select a filter from a drop-down list.
3 Click Filter.

Examples

• If you type ‘week,’ DecisionCenter will find all impact calculations that contain the letters
‘week,’ such as First week of the month, Weekly schedule, or End of the week. A wildcard
character is assumed before and after the filter value.
• If you type ‘week*,’ DecisionCenter will find all impact schedules that begin with the letters
‘week,’ such as Weekly schedule.
• If you type ‘*week,’ DecisionCenter will find all impact schedules that end with the letters
‘week,’ such as End of the week.
For more information about schedule forms and fields, insert the cursor in any field and click the
Help icon.
Related topics
Impact schedules
Impact schedules and time zones
Types of impact schedules
How do I add an impact schedule?
How do I delete an impact schedule?
How do I update an impact schedule?
Working with impact schedules

How do I update an impact schedule?

1 From Impact and Optimization, click Impact Definition > Impact Schedules.
2 Click the schedule to be updated.
3 Edit any field.
4 Click Save and Close to return to the complete list of impact schedules.
For more information about schedule forms and fields, insert the cursor in any field and click the
Help icon.
Related topics
Impact schedules
Impact schedules and time zones
Types of impact schedules
How do I add an impact schedule?
How do I delete an impact schedule?
How do I filter a list of impact schedules?
Working with impact schedules

Working with impact schedules

Impact schedules enable you to isolate time intervals that can affect business impact when you
define impact rules and calculations.

To add an impact schedule

1 From Impact and Optimization, click Impact Definition > Impact Schedules.

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2 Click New.
3 Type the Name of the schedule.
4 Type an optional Description.
5 You can specify any combination of schedules for the Impact Calculator.
— Use time range: Select a beginning time of day and an ending time of day from drop-down
lists if the range is fewer than 24 hours. If you omit a time range, the default value is
24 hours.
— Use start date: Define the schedule start date by clicking the calendar and choosing a date.
— Use end date: Define the schedule end date by clicking the calendar and choosing a date.
You can omit a start or end date. If you omit both, the default value is a perpetual schedule.

Clear any check box to remove a schedule type.

6 Choose a Recurrence type. If you select None, the start and end dates are the absolute
schedule boundaries.

If you select Daily, Weekly, Monthly, or Yearly, DecisionCenter calculates how often the time
interval occurred since January 1 of the current calendar year.
7 Click Save and Close to return to the complete list of schedules or to continue defining a new
impact rule.

To delete an impact schedule

1 From Impact and Optimization, click Impact Definition > Impact Schedules.
2 Select the check box for the schedule to be deleted.
3 Click Delete.
4 Click OK to confirm the deletion.
Note: You cannot delete a schedule if it is associated with an impact rule.

To filter a list of impact schedules

1 From Impact and Optimization, click Impact Definition > Impact Schedules.
2 Do one of the following:
— Type a filter value in the text box at the top of the Name column.
— Type a partial filter value.
— Type a partial filter value and insert a wildcard (*) character before or after the filter value.
For some columns, you can select a filter from a drop-down list.
3 Click Filter.

To update an impact schedule

1 From Impact and Optimization, click Impact Definition > Impact Schedules.
2 Click the schedule to be updated.
3 Edit any field.
4 Click Save and Close to return to the complete list of schedules.

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 To view an impact schedule

1 From Impact and Optimization, click Impact Definition > Impact Schedules.
2 Select a schedule.
Note: Field names that you create can contain up to 200 characters. However, the length of the text
box may exceed the width of your viewing area. The best practice is to create meaningful names
that are as short as possible.
Related topics
Impact schedules
Impact schedules and time zones
Types of impact schedules
How do I add an impact schedule?
How do I delete an impact schedule?
How do I filter a list of impact schedules?
How do I update an impact schedule?

Three: Calculate impact

DecisionCenter impact analysis has three components.

Component Description

Impact The Impact Calculator applies user-defined rules to real or generated

Calculator incidents to assign an impact cost to each incident. The parameters of the
applied rule determine what the cost will be.

Impact Planner The Impact Planner simulates a series of incidents where impact rules
increase or decrease the aggregate cost of the incidents or planned change
scenarios. You can display the results in charts that show:
• Average daily impact
• Total impact for each staggered time interval that you define

Change Planner The Change Planner accepts an external Change ID from ServiceCenter or
Service Manager to simplify definition of the change events.

Related topics
Getting started with BIA
Incident impact
Change impact
Impact Calculator
Impact Planner
Change Planner
Working with planned changes

Incident impact
Incident impact is the cost of incidents to the organization. DecisionCenter quantifies downtime in
terms of when an incident occurs, how much staff is allocated to resolve the incident, or how many
business services might be affected because of the incident.

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 Assessing incident impact can determine the current cost of maintaining the IT infrastructure, or
the predicted costs when the parameters and constraints vary. You can define:
• Simulations to determine the historic cost of operations.
• What-if simulations to predict the future cost of operations.
• Simulations to determine the optimum time to schedule a change event.
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Three: Calculate impact
Change impact
Impact Calculator
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Change Planner
Working with planned changes

Change impact
Change impact is the aggregate cost to the organization when you make a change to the IT
infrastructure. A change usually involves planned downtime for devices that serve business
services and value centers. You cannot eliminate the cost of downtime, but you can reduce the
financial impact by creating change impact scenarios that simulate scheduled change events. Then
you can experiment with scheduling change events at optimum times to reduce the impact of the
change.
Related topics
Three: Calculate impact
Incident impact
Impact Calculator
Impact Planner
Change Planner
Working with planned changes

Impact Calculator
The Impact Calculator enables you to quantify the financial impact of an incident or a planned
change by identifying the key contributors that drive the cost up or down. Each key contributor has
an underlying impact rule that governs the associated cost. The Impact Calculator runs each rule
and accumulates the result into a total impact for a historical or potential incident, or for a planned
change event. These key contributors are the:
• Affected value center
• Affected business service
• Incident impact type
• Impact scope
• Date of the incident
• Time of the incident
• Duration of the incident
For example, performance degradation at midnight has a different financial impact from a complete
outage in an ATM system at noon.
You can use a real incident, create a hypothetical incident, or plan a change event to experiment
with varying values.

183
Related topics
Three: Calculate impact
Impact Calculator and BIA
Impact Calculator associations
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Working with the Impact Calculator

Impact Calculator and BIA

The Impact Calculator is a tool that supports Business Impact Analysis (BIA), change planning, or
building what-if scenarios. Use the calculator to compare the historical cost of supporting your
entire catalog of business services to potential increases (or decreases) in services. When you
ascertain the cost, you can use this information to plan changes, business recovery strategies, and
set priorities for adding support for new services.

Business recovery planning

Recovery strategies usually contain a list business services and the order of recovery for each
service, depending on the business impact. Because business services are associated with
dependent configuration items (CIs), Impact Calculator results help you prioritize the order that
CIs should be restored.
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Working with the Impact Calculator

Impact Calculator associations

A business service supports zero-to-many value centers. A business service incident usually impacts
associated value centers.
A value center can rely on one-to-many business services; however, an incident that affects the
value center may not always affect the associated business service.
• Choose Value center <None> and Business service named_bs when the incident does not affect
the associated value center, but does affect the business service.
• Choose Value center named_vc and Business service named_bs when the incident affects both
the associated value center and the business service.
• Choose Value center named_vc and Business service<None> when the incident impacts the
value center but not an associated business service.
• You must choose one value center or one business service. You cannot choose Value Center
<None> and Business service<None>
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Working with the Impact Calculator

Testing impact

The Impact Calculator enables you to test the effect of pre-defined impact rules on a hypothetical
incident or planned change event. You can use the Impact Calculator to test changes to the

184
 variables that alter the financial impact of an incident. For example, you can select a business
service and value center, then vary these impact values:
• Incident impact type
• Impact scope
• Incident date
• Incident time
• Incident duration
Related topics
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Impact Calculator and BIA
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Working with the Impact Calculator

How do I use the Impact Calculator?

1 From Impact and Optimization, click Impact Analysis > Impact Calculator.
2 Choose an optional Value center from the drop-down list.
3 Choose an optional Business service from the drop-down list.

If there is no associated business service, the list will contain only the value <None>.
4 Choose an Incident impact type from the drop-down list.
5 Choose an Impact scope from the drop-down list.
6 Click the calendar icon to choose an Incident date.
7 Choose an Incident time from the drop-down list.
8 Type the Incident duration and choose a unit of time from the drop-down list.
9 Click Calculate Impact.

DecisionCenter applies the rules that meet the incident criteria, lists the applicable rules, and
provides the total.
Note: The Impact Calculator generates impact only when you have rules that apply to planned
changes or incidents.

Guidelines

Use these guidelines when you select a value center and business service.
• Choose Value center <None> and Business service named_bs when the incident does not affect
the associated value center, but does affect the business service.
• Choose Value center named_vc and Business service named_bs when the incident affects both
the associated value center and the business service.
• Choose Value center named_vc and Business service<None> when the incident impacts the
value center but not an associated business service.
• You must choose one value center or one business service. You cannot choose Value Center
<None> and Business service<None>

185
Related topics
Impact Calculator
Impact Calculator and BIA
Impact Calculator associations
Testing impact
Working with the Impact Calculator

Working with the Impact Calculator

The Impact Calculator enables you to test the impact of pre-defined impact rules on a hypothetical
incident.
1 From Impact and Optimization, click Impact Analysis > Impact Calculator.
2 Choose an optional Value center from the drop-down list.
3 Choose an optional Business service from the drop-down list.

If there is no associated business service, the list will contain only the value <None>.
4 Choose an Incident impact type from the drop-down list.
5 Choose an Impact scope from the drop-down list.
6 Click the calendar icon to choose an Incident date.
7 Choose an Incident time from the drop-down list.
8 Type the Incident duration and choose a unit of time from the drop-down list.
9 Click Calculate Impact.

DecisionCenter applies the rules that meet the incident criteria, lists the applicable rules, and
provides the total.

Guidelines

Use these guidelines when you select a value center and business service.
• Choose Value center <None> and Business service named_bs when the incident does not affect
the associated value center, but does affect the business service.
• Choose Value center named_vc and Business service named_bs when the incident affects both
the associated value center and the business service.
• Choose Value center named_vc and Business service<None> when the incident impacts the
value center but not an associated business service.
• You must choose one value center or one business service. You cannot choose Value Center
<None> and Business service<None>
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Impact Calculator and BIA
Impact Calculator associations
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How do I use the Impact Calculator?

Impact Planner
The Impact Planner is the interface where you can create and maintain change scenarios. Each
scenario contains a description of one or more discrete events that occur within the change
scenario.

186
 For example, the IT department wants to install a new e-mail system throughout the organization.
Their strategy is to roll out the change incrementally by department. For each department, there
will be server downtime for the physical software installation, degraded performance during the
time required to configure and tune the application, a training class for all users, and a period of
troubleshooting and incident response. Each of these activities is an event, but all events do not
occur concurrently. One phase must be complete, or almost complete, before the next phase can
begin. The cost to the organization is called impact.
You can use the Impact Planner to:
• Construct the e-mail system change scenario.
• Specify the start time of the change scenario.
• Specify the number of potential change intervals and how much time is to be allocated to each
interval.
• Define a separate event to install and test, train each department, troubleshoot problems, and
so on.
• Define the start time for each event (offset) relative to the scenario start time.
• Identify the affected business service, related value centers, and configuration items.
• Change the baseline start time or event details to create new impact calculations.
You can also use the Impact Planner to build a suite of hypothetical incidents that are related. For
example, you might want to project the total impact for a series of incidents that describe the
effects of a natural disaster on IT systems.
Related topics
Three: Calculate impact
Impact
Example: Outage impact
Planning change impact
Change impact rules
Start time, interval, offset, and duration
How do I add a planned change?
How do I delete a planned change?
How do I filter a list of planned changes?
How do I add a change event?
How do I delete a change event?
Calculate change impact

Impact

Impact is the cost of an outage, unavailability, or degraded performance. The impact of downtime
can depend on a number of factors:
• What time does the outage occur? The cost of an outage that occurs in off-peak hours might be
negligible.
• Which IT components are affected? Is this a primary or secondary system?
• Do these components directly affect revenue generation? Some configuration items are more
critical than others to support normal business operations.
• Does the outage cost accelerate in some proportion to the number of hours of downtime? A short
outage may be tolerable; an extended outage might be catastrophic.
Downtime impact aggregates the financial and operational cost of an outage within the IT
infrastructure. DecisionCenter quantifies impact using:
• Impact rules
• Impact calculations
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 • Impact schedules
You must define impact before you begin to construct scenarios.

Related topics
Impact Planner
Example: Outage impact
Planning change impact
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Start time, interval, offset, and duration
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How do I add a change event?
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Calculate change impact

Example: Outage impact

In May, 2005, a "DNS-related issue" caused an outage in some Google services for a few hours.
The outage lasted for several hours and affected the Google.com home page, Gmail,
Google News, Froogle, Google Images, Google Groups and Google Local. The outage
also caused service failure on advertisements from Google's AdSense service.
(Source: http://www.eweek.com)
Given that the company had sales of $1.256 billion in the previous quarter, or about
$581,481 an hour, apparently the company lost about $145,370 as a result of the
outage. Some folks reported that Google and its service were unavailable to them
for a longer stretch of time, it is still hard to estimate how much this cost the
company.

(Source: Om Malik, senior writer at Business 2.0 magazine)

If revenue for an organization like Google depends on consumer hits, connectivity downtime is
expensive. The outage occurred on a Saturday evening, which is not prime time for some
businesses, but it could be for an internet enterprise.
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Impact
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How do I add a change event?
How do I delete a change event?
Calculate change impact

188
 Planning change impact

The Impact Calculator produces a projected cost of hypothetical incidents and prospective changes.
Because a planned change consists of a series of outage or degraded performance incidents, the
same impact rules and calculations apply to both changes and incidents.
The Impact Planner enables you to construct a scenario that identifies all associated events or
incidents, and relate each one to affected business services, value centers, and configuration items.
You can set up an iterative calculation cycle that tests varying start times for the different events.
Experimenting with the start times of these events helps to identify the optimum change window.
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Start time, interval, offset, and duration
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How do I add a change event?
How do I delete a change event?
Calculate change impact

Change impact rules

Change impact and incident impact calculations use the same rules. Impact rules describe the
variables that increase or decrease the cost of the planned change or incident. Each rule describes a
unique relationship among value centers and business services, the type of impact, the scope, and a
schedule. When the rule applies to a change event or an incident, the Impact Calculator determines
the associated impact. When more than one rule applies to a change event or an incident, the
Impact Calculator aggregates all associated impact into a total cost. As more rules apply, the total
increases.
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Example: Outage impact
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How do I add a change event?
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Calculate change impact

Start time, interval, offset, and duration

Start time, interval, offset, and duration all play a role in calculating impact for a change scenario.

Term Definition

Start time As you vary the start time date and time of day, the impact
can increase or decrease depending on how much the
downtime affects normal business operations.

189
 Term Definition

Interval You can establish time boxes to experiment with the best time
to begin a change scenario. Each defined interval has a length
and the number of times to replicate the interval. For example,
the interval is a two-hour window and there are six intervals
spread over a 24-hour period. The Impact or Change Planner
will calculate the cost of starting the scenario at six different
two-hour windows during that 24-hour period of time.

Offset This value defines the time delay within the interval before an
individual change event begins. You can control whether
change events are overlapped, sequential, or staggered.

Duration This is the least variable value. The length of time for a change
event is not modifiable unless you have more resources
available, or you impose a limit on the amount of time required
for the event.

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Impact
Example: Outage impact
Planning change impact
Change impact rules
How do I add a planned change?
How do I delete a planned change?
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How do I add a change event?
How do I delete a change event?
Calculate change impact

How do I add a planned change?

1 From Impact and Optimization, click Impact Analysis > Impact Planner.
2 Click New.
3 Type a Name.
4 Type an optional Description.
5 Click the calendar icon to select a Start time.
6 Click the drop-down list to select the time of day.
7 Type the Number of calculations.
8 Type the duration of the Interval between calculations.

Note: Type whole integers in the Number of calculations and Interval between calculations.
Do not specify fractional values.
9 Choose Hours or Days from the drop-down list.
10 Click Save and Close to return to the list of planned changes.
11 Click Save to add a change event associated with the planned change.

190
 For more information about planned change forms and fields, insert the cursor in any field and
click the Help icon.
Note: Field names that you create can contain up to 200 characters. However, the length of the text
box may exceed the width of your viewing area. The best practice is to create meaningful names
that are as short as possible.
Related topics
Impact Planner
Two: Define impact
Example: Outage impact
Planning change impact
Change impact rules
Start time, interval, offset, and duration
How do I delete a planned change?
How do I filter a list of planned changes?
How do I add a change event?
How do I delete a change event? Calculate change impact

How do I delete a planned change?

1 From Impact and Optimization, click Impact Analysis > Impact Planner.
2 Select the check box for the planned change to be deleted.
3 Click Delete.
4 Click OK to confirm the deletion.
For more information about planned change forms and fields, insert the cursor in any field and
click the Help icon.
Related topics
Impact Planner
Impact
Example: Outage impact
Planning change impact
Change impact rules
Start time, interval, offset, and duration
How do I add a planned change?
How do I filter a list of planned changes?
How do I add a change event?
How do I delete a change event?
Calculate change impact

How do I filter a list of planned changes?

1 From Impact and Optimization, click Impact Analysis > Impact Planner.
2 Do one of the following:
– Type a filter value in the text box at the top of the Name column.
– Type a partial filter value.
– Type a partial filter value and insert a wildcard (*) character before or after the filter
value.
3 Click Filter.

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 Examples

• If you type ‘scenario,’ DecisionCenter will find all change scenarios that contain the letters
‘scenario,’ such as OutageScenario001, ScenarioX, or Newscenario. A wildcard character is
assumed before and after the filter value.
• If you type ‘scenario*,’ DecisionCenter will find all change scenarios that begin with the letters
‘scenario,’ such as ScenarioX.
If you type ‘*scenario,’ DecisionCenter will find all change scenarios that end with the letters
‘scenario,’ such as Myscenario.
For more information about planned change forms and fields, insert the cursor in any field and
click the Help icon.
Related topics
Impact Planner
Impact
Example: Outage impact
Planning change impact
Change impact rules
Start time, interval, offset, and duration
How do I add a planned change?
How do I delete a planned change?
How do I add a change event?
How do I delete a change event?
Calculate change impact

How do I add a change event?

1 From Impact and Optimization, click Impact Analysis > Impact Planner.
2 Create a new change plan and save it, or select an existing change plan.
3 Click Add in the Manage Change Events section.
4 Select an optional Value center from the drop-down list.
5 Select an optional Business service from the drop-down list.
6 Select an optional Configuration item from the drop-down list.

Although selecting a value center, business service, or configuration item is optional, you must
choose at least one of the three to create a valid scenario that triggers an impact rule. If you
choose only a configuration item, that CI must be associated with a business service to trigger
an impact rule.
7 Select an Impact type from the drop-down list.
8 Select the Impact scope from the drop-down list.
9 Type a value for the Offset from start time, and select a unit of time from the drop-down list
(Minutes, Hours, Days, or Weeks).

Change events can run sequentially or concurrently. They can also have staggered offset times.
For example, the planned change might begin at midnight, but the individual event might start
30 minutes later. Each sequential event in the planned change would likely have an increasing
offset value, but some events could occur concurrently.
10 Type a value for the Event duration and select a unit of time from the drop-down list.
11 Click Save and New to define another change event.
12 Click Save and Close to return to the change scenario.

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 For more information about planned change forms and fields, insert the cursor in any field and
click the Help icon.
Related topics
Impact Planner
Impact
Example: Outage impact
Planning change impact
Change impact rules
Start time, interval, offset, and duration
How do I add a planned change?
How do I delete a planned change?
How do I filter a list of planned changes?
How do I delete a change event?
Calculate change impact

How do I delete a change event?

1 From Impact and Optimization, click Impact Analysis > Impact Planner.
2 Select the change scenario that contains the change event.
3 In the Manage Change Events section, select the check box for the change event to be deleted.
4 Click Delete.
For more information about planned change forms and fields, insert the cursor in any field and
click the Help icon.
Related topics
Impact Planner
Impact
Example: Outage impact
Planning change impact
Change impact rules
Start time, interval, offset, and duration
How do I add a planned change?
How do I delete a planned change?
How do I filter a list of planned changes?
How do I add a change event?
How do I delete a change event?
Calculate change impact

Calculate change impact

DecisionCenter uses the Impact Calculator to assess the impact of a planned change. The Impact
Calculator evaluates pre-defined rules and schedules against each change event. The impact total is
a quantitative estimate of the cost to IT for planned change. The precision of the calculation
depends on the granularity of the pre-defined impact rules and schedules.
Related topics
Impact Planner
Two: Define impact
Example: Outage impact
Planning change impact
Change impact rules
Start time, interval, offset, and duration
How do I add a planned change?
How do I delete a planned change?
How do I filter a list of planned changes?
How do I add a change event?
How do I delete a change event?

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 How do I calculate change impact?

1 From Impact and Optimization, click Impact Analysis > Impact Planner.
2 Create a new scenario with defined change events, or click an existing scenario with defined
change events.

Case 1: Impact by Hours

1 Type the Number of intervals.

2 Type the number of hours in each Interval.

Note: Type whole integers in the Number of intervals and Interval fields; do not specify
fractional values.
3 Select Hours from the drop-down list.
4 Click Calculate Impact.

DecisionCenter displays a bar chart and a table that shows the average impact that is required
to complete the change events. Each bar in the chart and row in the table represents one 24-
hour day.

For example, if you specify 24 intervals, each interval is two hours long, and the offset from the
start time is 0.0 minutes, DecisionCenter requires two days to complete the scenario. There will
be two bars in the chart and two rows in the table. Each bar and row shows the average impact
for each day.
5 Click one of the bars in the chart to view the total impact for each interval during the day.

DecisionCenter displays one bar in the chart and one row in the table for each interval that
occurs during one day. The impact total varies depending on the rules that apply impact to
schedules.

For example, an interval during business hours may generate more impact than an interval
during off-peak hours.
6 Click one of the interval bars to view more information:
— A list of the impact rules that met the criteria described by the change events, the impact
amount for each rule, and the total impact when DecisionCenter applies all the rules.
— A list of the change events in the planned change, and the impact of each event.

Case 2: Impact by Days

1 Type the Number of intervals.

2 Type the number of days in each Interval.

Note: Type whole integers in the Number of intervals and Interval fields; do not specify
fractional values.
3 Select Days from the drop-down list.
4 Click Calculate Impact.

DecisionCenter displays a bar chart and a table that shows the total impact that is required to
complete the change events. Each bar in the chart and row in the table represents one interval.

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 For example, if you specify 10 intervals, each interval is two days long, and the offset from the
start time is 0.0 minutes, DecisionCenter requires 20 days to complete the scenario. There will
be 10 bars in the chart and 10 rows in the table. Each bar and row shows the total impact for a
two-day interval.
5 Click one of the interval bars to view more information:
— A list of the impact rules that met the criteria described by the change events, the impact
amount for each rule, and the total impact when DecisionCenter applies all the rules.
— A list of the change events in the planned change, and the impact of each event.
Note: The Change Planner calculates impact only when you have rules that apply to the change
events.
For more information about planned change forms and fields, insert the cursor in any field and
click the Help icon.
Related topics
Calculate change impact
Testing impact

Testing change impact

You should be able to verify change impact calculations by entering the details of each change event
in the Impact Calculator and clicking Calculate Impact.
Related topics
Calculate change impact
How do I calculate change impact?

Change Planner
The Change Planner enables you to build and run change impact scenarios using change record
information imported from ServiceCenter or Service Manager. For example, when you define a
Service Manager request, it creates a change record and assigns a change request identifier to the
record, such as CR12345. You can import this change record into the DecisionCenter data
warehouse using a defined ETL process. When the record exists in the DecisionCenter data
warehouse, you can access the Change Planner directly from Service Manager with a URL that
includes the Service Manager change identifier (CR12345). The Change Planner accesses the
change record from the DecisionCenter data warehouse and enables you to experiment with
potential schedules for implementing the change.
Each time you create new external change records, you must repeat the import process to ensure
those records are available to the Change Planner if accessed remotely.
Use the Change Planner to assess the cumulative impact of change on users, departments, business
units, and the enterprise on the planned start date. You can experiment by varying the number of
intervals and the duration of an interval to calculate the optimum time to begin change activities.

What-if change scenarios

To experiment with different start dates as well as time of day, you can use the Impact Planner to
build a what-if change scenario that re-creates the various change events and details of the
external change. If you want to initiate a change request and pre-plan the schedule for the change,
the Impact Planner enables you to construct a change scenario with staggered change events. You
can experiment with different schedules before you create change records in ServiceCenter or
Service Manager.

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Related topics
Expanded functionality
Three: Calculate impact
Remote access to the Change Planner
Remote change IDs
How do I use the Change Planner?
Working with the Change Planner Impact Planner

Remote access to the Change Planner

The ETL process can extract both incident and change records from ServiceCenter or Service
Manager. DecisionCenter enables you to access the Change Planner from the ServiceCenter or
Service Manager application with a URL that adheres to this format:
http://<server_name>:<port_number>/decisionCente
r/changeImpactFromSource.jsf?changeId=<changeID>
where
• <server_name> is the DecisionCenter application web server. For example:
DecisionCenter.server.com
• <port_number> is the port number that you assigned to the DecisionCenter application. For
example: 8080
• decisionCenter is the root of the deployed application on the DecisionCenter application web
server. For example: decisionCenter
• changeImpactFromSource.jsf?changeId= is a required element of the URL.
• <changeID> is the original ServiceCenter or Service Manager change ID that matches a change
record ID extracted from ServiceCenter or Service Manager.

Example

If you access a change record from Service Manager, your URL might look like this:
http://DecisionCenter.server.com:8080/decisionCenter
/changeImpactFromSource.jsf?changeId=CH12345
Related topics
Change Planner
Remote change IDs
How do I use the Change Planner?
Working with the Change Planner

Remote change IDs

Change data extracted from ServiceCenter or Service Manager has an associated change ID
number used for tracking purposes in the original application. Using a direct access URL requires
the change ID number assigned by the external application. Make sure that you:
• Verify the change ID with the external application.
• Import the change record into the DecisionCenter data warehouse before you try to access the
record from an external application.
Related topics
Change Planner
Remote access to the Change Planner
How do I use the Change Planner?
Working with the Change Planner

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 How do I use the Change Planner?

You can access the Change Planner externally or internally.

External access

1 Type the ID of the change record to be accessed in this format:

http://<server_name>:<port_number>/decisionCenter
/changeImpactFromSource.jsf?changeId=<changeID>
2 Type a valid User name and Password
3 Type the Number of calculations.
4 Type the Interval between calculations.

Note: Type whole integers in the Number of calculations and Interval between calculations
fields; do not specify fractional values.
5 Select the unit of time from the drop-down list.
6 Click Calculate Impact.

Internal access

1 Click Impact and Optimization > Impact Analysis > Change Planner.
2 Select an existing change record.
3 Type the Number of calculations.
4 Type the Interval between calculations.

Note: Type whole integers in the Number of calculations and Interval between calculations
fields; do not specify fractional values.
5 Select the unit of time from the drop-down list.
6 Click Calculate Impact.
Note: The Change Planner calculates impact only when you have rules that apply to the change
events.
Related topics
Change Planner
Remote access to the Change Planner
Remote change IDs
Working with the Change Planner

Working with the Change Planner

You can access the Change Planner externally or internally.

Remote change ID format

The URL to access a change record has this format:

http://<server_name>:<port_number>/decisionCenter
/changeImpactFromSource.jsf?changeId=<changeID>
where

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 • <server_name> is the DecisionCenter application web server. For example:
DecisionCenter.server.com
• <port_number> is the port number that you assigned to the DecisionCenter application. For
example: 8080
• decisionCenter is the root of the deployed application on the DecisionCenter application web
server. For example: decisionCenter
• changeImpactFromSource.jsf?changeId= is a required element of the URL.
• <changeID> is the original ServiceCenter or Service Manager change ID that matches a change
record ID extracted from ServiceCenter or Service Manager.

External access

1 Type the ID of the change record to be accessed in this format:

http://<server_name>:<port_number>/decisionCenter
/changeImpactFromSource.jsf?changeId=<changeID>
2 Type a valid User name and Password
3 Type the Number of calculations.
4 Type the Interval between calculations.

Note: Type whole integers in the Number of calculations and Interval between calculations
fields; do not specify fractional values.
5 Select the unit of time from the drop-down list.
6 Click Calculate Impact.

Internal access

1 Click Impact and Optimization > Impact Analysis > Change Planner.
2 Select an existing change record.
3 Type the Number of calculations.
4 Type the Interval between calculations.

Note: Type whole integers in the Number of calculations and Interval between calculations
fields; do not specify fractional values.
5 Select the unit of time from the drop-down list.
6 Click Calculate Impact.
Note: The Change Planner calculates impact only when you have rules that apply to the change
events.
Related topics
Change Planner
Remote access to the Change Planner
Remote change IDs
How do I use the Change Planner?

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Working with planned changes
A change impact scenario enables you to define all the events in a change action, calculate the
cumulative impact of these events, and make subsequent changes to the scenario to improve the
impact total.

To add a planned change

1 From Impact and Optimization, click Impact Analysis > Impact Planner.
2 Click New.
3 Type a Name.
4 Type an optional Description.
5 Click the calendar icon to select a Start time.
6 Click the drop-down list to select the time of day.
7 Type the Number of intervals.
8 Type the duration of an Interval

Note: Type whole integers in the Number of intervals and Interval fields; do not specify
fractional values.
9 Choose Hours or Days from the drop-down list.
10 Click Save and Close to return to the list of planned changes.
11 Click Save to add a change event associated with the planned change.
Note: Field names that you create can contain up to 200 characters. However, the length of the text
box may exceed the width of your viewing area. The best practice is to create meaningful names
that are as short as possible.

To add a change event

1 From Impact and Optimization, click Impact Analysis > Impact Planner.
2 Create a new change plan and save it, or select an existing change plan.
3 Click Add in the Manage Change Events section.
4 Select an optional Value center from the drop-down list.
5 Select an optional Business service from the drop-down list.
6 Select an optional Configuration item from the drop-down list.

Although selecting a value center, business service, or configuration item is optional, you must
choose at least one of the three to create a valid scenario.
7 Select an Impact type from the drop-down list.
8 Select the Impact scope from the drop-down list.
9 Type a value for the Offset from start time, and select a unit of time from the drop-down list
(Minutes, Hours, Days, or Weeks).

Change events can run sequentially or concurrently. They can also have staggered offset times.
For example, the planned change might begin at midnight, but the individual event might start
30 minutes later. Each sequential event in the planned change would likely have an increasing
offset value, but some events could occur concurrently.
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 10 Type a value for the Event duration and select a unit of time from the drop-down list.
11 Click Save and New to define another change event.
12 Click Save and Close to return to the change scenario.

To delete a planned change

1 From Impact and Optimization, click Impact Analysis > Impact Planner.
2 Select the check box for the planned change to be deleted.
3 Click Delete.
4 Click OK to confirm the deletion.

To delete a change event

1 From Impact and Optimization, click Impact Analysis > Impact Planner.
2 Select the change scenario that contains the change event.
3 In the Manage Change Events section, select the check box for the change event to be deleted.
4 Click Delete.

To filter a list of change scenarios

1 From Impact and Optimization, click Impact Analysis > Impact Planner.
2 Do one of the following:
— Type a filter value in the text box at the top of the Name column.
— Type a partial filter value.
— Type a partial filter value and insert a wildcard (*) character before or after the filter value.
3 Click Filter.

To calculate change impact

1 From Impact and Optimization, click Impact Analysis > Impact Planner.
2 Create a new scenario with defined change events, or click an existing scenario with defined
change events.
3 Type the Number of intervals.
4 Type the number of days or hours in each Interval.

Note: Type whole integers in the Number of intervals and Interval fields; do not specify
fractional values.
5 Select Days or Hours from the drop-down list.
6 Click Calculate Impact.
Notes:
• Field names that you create can contain up to 200 characters. However, the length of the text
box may exceed the width of your viewing area. The best practice is to create meaningful names
that are as short as possible.
• The Change Planner calculates impact only when you have rules that apply to the change
events.

200
Related topics
Three: Calculate impact
Incident impact
Change impact
Impact Calculator
Impact Planner
Change Planner

Four: Build the history

After you extract historical impact information from mined incident data, the History Builder
applies your pre-defined impact rules to create a baseline summary of the overall financial impact.
These results are assembled into two tables:
• regular_result_metrics contains summary data by assignment group, business services, value
centers, categories, and impact rules.
• history_metrics contains summary data by cost, mean time between incidents, and men time to
repair.
You can construct queries to view the contents of these tables and you can view the historical
impact results in a standard DecisionCenter result or analytic format.
Related topics
Getting started with BIA
How do I run the History Builder?
When do I run the History Builder?
Working with the History Builder

How do I run the History Builder?

1 Click History Builder.
2 Click Build History.
3 Upon completion, click View Results.
Related topics
Four: Build the history
When do I run the History Builder?
Working with the History Builder

When do I run the History Builder?

After you review and define your business model, impact rules, calculations, and schedules, you
must run the History Builder to build a baseline historical impact result. Use this to compare with
planned impact, changes, or similar scenarios.
You should rerun the History Builder whenever you:
• Make significant changes to your impact rule structure.
• Refresh your data source.
You may decide to refresh data on a daily basis. Each time that you re-run the ETL process, you
need to repeat any data mining steps, then re-run the History Builder. This ensures consistency
when you compare projected costs with historical costs.

201
Related topics
Four: Build the history

How do I run the History Builder?

Working with the History Builder

Working with the History Builder

The History Builder collects historical impact information from mined incident data. The History
Builder creates a scenario that uses the impact rules to create a baseline summary of the overall
financial impact.

To run the History Builder

1 Click History Builder.

2 Click Build History.
3 Upon completion, click View Results.
Related topics
Four: Build the history
How do I run the History Builder?
When do I run the History Builder?

Search
There are two types of searches: a keyword search and a relationship search. To begin either
search, click Search in the left navigation pane.
DecisionCenter supports optional wildcard (*) characters for searches. For example, if Marketing is
a defined business service, any of these search strings will produce a match:
• market
• market*
• *market*
Search results appear in a separate window.
Related topics
Concepts and definition
Keyword search
Relationship search

Keyword search
A keyword search can be global or filtered by category.
• Click Search in the left navigation pane.
• To create a global keyword search, type a value in the Name contains text box.
• To create a filtered keyword search, type a value in the Name contains text box and clear any
categories to be omitted from the search. Select All Categories to re-select or clear all category
criteria.
Search results appear in a separate window.

202
 Note: Field names that you create can contain up to 200 characters. However, the length of the text
box may exceed the width of your viewing area. The best practice is to create meaningful names
that are as short as possible.
Related topics
Search
Relationship search

Relationship search
A relationship search is valuable because there are so many interdependencies among
DecisionCenter categories. You can search for categories with no other category associations. For
example, you can search for business services that have no associated impact rules.
You can also type a partial search argument to find associations among:
• Business services
• Configuration items
• Impact rules
• Value centers

To create a relationship search:

1 Click Search in the left navigation pane.

2 Choose a Business Service, Configuration Item, Rule, or Value Center from the drop-down list.
For example, choose Configuration Item.
3 Choose the second category in the relationship from the drop-down list. You can choose an
exclusion category if you want to find one-to-many relationships. For example, if you choose
Business Services, DecisionCenter returns all configuration item relationships with rules and
value centers.
4 Type a Name contains value to filter the relationship results.
Search results appear in a separate window.
Note: Field names that you create can contain up to 200 characters. However, the length of the text
box may exceed the width of your viewing area. The best practice is to create meaningful names
that are as short as possible.
Related topics
Search
Keyword search

Getting started with Optimization

DecisionCenter Optimization adds simulation capability to analyze historical performance and
predict future performance. Impact rules, calculations, schedules, and an Optimization engine
refine historical data to predict future performance.

To start using DecisionCenter Optimization

First ensure that the application is installed and configured according to the directions in the
DecisionCenter Installation Guide.

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 1 Start the optimizer.
— From the server where you installed the Optimization engine, navigate to this directory:

\\Program Files\HP\DecisionCenter 2.00\Optimization\bin

— Start run_optimizer.bat.
2 Log on to the application web server.
— Make sure that you have a valid login name and password.
— Type the DecisionCenter URL in your browser. For example, type:
http://servername:portnumber/decisionCenter/
— Type a valid Username and Password.
— Click Log in.
— Click Impact and Optimization > Simulation Manager to build and run simulation
scenarios.
Note: To stop the optimizer, close the command window created by the run_optimizer.bat file.
Related topics
What is Optimization?
Optimization engine
Five: Create simulations
Optimization Analytics

What is Optimization?
HP DecisionCenter Optimization is a component of DecisionCenter that, used in conjunction with
ITPA and BIA, enables you to analyze historical performance and predict future performance when
impacted by enterprise-wide changes to business services. Optimization adds the Simulation engine
to enable predictive analysis.
Optimization software creates visibility into the effects of IT investment change on service
availability. It enables IT to efficiently use resources to maximize high-value availability.
The Optimization component includes:
• Dashboards
• Analytics: Asset Management, Business Impact, Help Desk, Incident, Service Level
Management, and Service Management
• Business Intelligence tools, including the Business Objects suite of tools
• Data warehouse schema for HP ServiceCenter, AssetCenter, and Connect-It
• Impact Calculator
• Impact definition
• Business and Environment models
• Data Mining tool
• Historic Downtime Impact tool
• Simulation Manager
• Change Impact Manager
• Simulation engine

204
Related topics
Getting started with Optimization
What is Optimization?
Optimization engine
Five: Create simulations
Optimization Analytics

Optimization engine
DecisionCenter has two components: the Optimization engine, which evaluates your historic
infrastructure and models scenarios, and Analytics, which produces business intelligence analytics.
The Optimization engine evaluates your historic infrastructure, enables you to define simulation
and guided optimization scenarios, and produces result sets. The Optimization engine maps a set of
operating parameters, such as business services, Service Level Agreements, and staffing levels, and
adds the constraints of business impact rules to produce a result set. The result can show the
current cost of maintaining the IT infrastructure, or the predicted costs when the parameters and
constraints vary.
Business service owners can define combinations of parameters and constraints to create unique
models, then use the results to guide decision making.
Related topics
Getting started with Optimization
What is Optimization?
Optimization engine
Five: Create simulations
Optimization Analytics

Five: Create simulations

The Simulation Manager can do the following:
• Build and run historical incident impact scenarios using mined data aggregated by the History
Builder.
• Build and run what-if and guided optimization scenarios that project future impact when you
change resource levels.
• Compare the results of incident impact scenarios.
• Interact with Business Objects tools to display result sets.
Related topics
Getting started with Optimization
Scenarios
Simulation
Simulation tips
Using simulations to make decisions
How do I run a simulation?
Guided optimization
Guided optimization tips
How do I run a guided optimization?
Starting and stopping the optimization engine
Working with a simulation scenario
Working with a guided optimization
Working with results

205
 Scenarios
Scenarios are your tools to show how a series of incidents or planned changes result in an impact
value. The incidents might be an historic view of how your organization reacts when an outage
occurs or a system upgrade occurs.
Each scenario has a unique name so that you can modify it or run it again with new data. A typical
scenario contains information about:
• Timeframe
• Staff allocation
• Service Level Objectives
• Business services
The scenario can reflect the current baseline, or include variations that alter the outcome. When
you compare the results of a baseline scenario to the results of other scenarios with adjusted values,
you can hypothesize how changes in the IT infrastructure will affect the entire organization or
individual business units.
Related topics
Five: Create simulations
Simulation
Simulation tips
Using simulations to make decisions
How do I run a simulation?
Guided optimization
Guided optimization tips
How do I run a guided optimization?
Starting and stopping the optimization engine
Working with a simulation scenario
Working with a guided optimization
Working with results

Simulation
A simulation uses ServiceCenter or Service Manager data to model how changes or incidents affect
critical business units within the organization. You can specify a block of incidents that occur over a
specific time interval, apply different constraints (impact rules), and create results that indicate
how IT response will change when constraints change. You can save the set of constraints in a
reusable scenario that you can run with new data, or change to consider the effect of new
constraints.
The Optimization engine runs scenarios. It can sample historical incident data and generate
‘simulated’ incidents. DecisionCenter moves these simulated incidents through the organization
model that you define, applies the impact rules that you define, and aggregates the impact of these
defined operational constraints:
• Timeframe
• Staff allocation
• Service Level Objectives
• Changes to business services
The simulation result set appears in a report format. You can:
• Customize the views by selecting different combinations of simulation scenarios, measures, and
ranking.
• Run a simulation to project impact when the constraints vary.

206
 • Compare the results of one simulation to another to make informed decisions about changing
your IT infrastructure.
• Duplicate a saved simulation scenario, give it a unique name, and edit the associated values to
simplify creating a new simulation scenario.
Related topics
Five: Create simulations
Scenarios
Simulation tips
Using simulations to make decisions
How do I run a simulation?
Guided optimization
Guided optimization tips
How do I run a guided optimization?
Starting and stopping the optimization engine
Working with a simulation scenario
Working with a guided optimization
Working with results

Simulation tips
When you run a simulation scenario more than once, there is always an existing set of results from
the last run available for viewing. If you click View Results while a new scenario simulation run is
in progress, what you see is that existing set of results from the prior run. DecisionCenter replaces
the existing set only when the new run is complete.
If you cancel a scenario simulation before it finishes, DecisionCenter creates no results. Therefore,
for a new scenario simulation, no results exist. For an existing scenario simulation, the result set
from the prior run is available if you click View Results.
Related topics
Five: Create simulations
Scenarios
Simulation
Using simulations to make decisions
How do I run a simulation?
Guided optimization
Guided optimization tips
How do I run a guided optimization?
Starting and stopping the optimization engine
Working with a simulation scenario
Working with a guided optimization
Working with results

Using simulations to make decisions

Projecting the cost of planned changes and incidents when constraints change is the easiest way to
determine the appropriate course of action. For example, you can create a group of scenarios using
the Duplicate feature:
• Scenario 1: A baseline scenario that approximates the historical cost of doing business.
• Scenario 2: Scenario 1 with a reduced number of resources assigned to incident resolution.
• Scenario 3: Scenario 1 with three new business services and no changes to resources or Service
Level Objectives (SLOs).
• Scenario 4: Scenario 1 with three new business services but reduced SLO requirements.

207
 Running these scenarios and comparing the aggregate impact associated with each scenario shows
how costs vary depending on how constraints vary. You can use this information to make business
decisions about future IT effectiveness and efficiency.
Related topics
Five: Create simulations
Scenarios
Simulation
Simulation tips
How do I run a simulation?
Guided optimization
Guided optimization tips
How do I run a guided optimization?
Starting and stopping the optimization engine
Working with a simulation scenario
Working with a guided optimization
Working with results

How do I run a simulation?

1 From Impact and Optimization, click Simulation Manager.
2 Choose a scenario from the list of available scenarios.
3 Click Run at the end of the row to start processing; click Abort to stop processing.
4 DecisionCenter updates the run date and elapsed time, displays the completion metrics, and
saves the results. When processing finishes, click View to see the simulation results.
5 You can view the results in different ways:
— Choose the Report type from the drop-down list.
— Choose the Measure from the drop-down list.
— Choose the report Rank. This is the order of magnitude for the units in the statistical
analysis. For example, if the report type is Business Services and the measure is Incidents,
First 4 displays the top four business services with the largest number of incidents. Last 4
displays the four business services with the fewest number of incidents. Max rank lists the
number of business services in the statistical analysis.
6 Click Display.
Related topics
Five: Create simulations
Scenarios
Simulation
Simulation tips
Using simulations to make decisions
Guided optimization
Guided optimization tips
How do I run a guided optimization?
Starting and stopping the optimization engine
Working with a simulation scenario
Working with a guided optimization
Working with results

Guided optimization
A guided optimization is a DecisionCenter wizard that leads you through the steps required to
create a scenario. The guided optimization relies on two scenarios. The first is an existing baseline
scenario that DecisionCenter uses for comparison. The second scenario becomes a template for the

208
 new optimization scenario. As you design the new scenario, you can change assignment group
variables.
When you complete the guided optimization configuration, DecisionCenter displays the operating
cost and assignment group variations between the baseline scenario and the new scenario. You can
save this new scenario and introduce new changes to the variables in subsequent scenarios to refine
the results.
DecisionCenter does not allow you to choose the same scenario as the baseline and also as the
guide.
Related topics
Five: Create simulations
Scenarios
Simulation
Simulation tips
Using simulations to make decisions
How do I run a simulation?
Guided optimization tips
How do I run a guided optimization?
Starting and stopping the optimization engine
Working with a simulation scenario
Working with a guided optimization
Working with results

Guided optimization tips

If you create a guided optimization, you must choose a baseline scenario and a second scenario that
is the guide, or template, for the new optimization. Do not choose the same scenario for both the
baseline and the guide.
If the baseline scenario for a guided optimization already has staffing allocations and the new
optimization scenario has staffing allocations, DecisionCenter uses this formula to create a
combined staffing allocation:
(Baseline staffing + new staffing) – duplication
Related topics
Five: Create simulations
Scenarios
Simulation
Simulation tips
Using simulations to make decisions
How do I run a simulation?
Guided optimization
How do I run a guided optimization?
Starting and stopping the optimization engine
Working with a simulation scenario
Working with a guided optimization
Working with results

How do I run a guided optimization?

1 From Impact and Optimization, click Simulation Manager.
2 Select the check box for an existing optimization.
3 Click Run to start processing; click Abort to stop processing. DecisionCenter updates the run
date and elapsed time, and saves the results.
4 When processing finishes, click View to see the simulation results.

209
 5 You can view the results in different ways:
— Choose the Report type from the drop-down list.
— Choose the Measure from the drop-down list.
— Choose the report Rank. This is the order of magnitude for the units in the statistical
analysis. For example, if the report type is Business Services and the measure is Incidents,
First 4 displays the top four business services with the largest number of incidents. Last 4
displays the four business services with the fewest number of incidents. Max rank lists the
number of business services in the statistical analysis.
6 Click Display.

To run a new guided optimization

1 From Impact and Optimization, click Simulation Manager.

2 Click Guided Optimization.
3 Select a baseline scenario. This is an existing simulation scenario that is not adjustable.
DecisionCenter compares a second what-if scenario to this scenario. For example, the baseline
might be the historical performance results for the last year.
4 Click Next. If you want to use your history as a baseline, click Use History as Baseline.
5 Select a second (what-if) scenario that you can adjust. You can create a new scenario, or choose
an existing scenario.

To create a new scenario:

— Type a Name for the new simulation scenario.
— Choose a Starting month from the drop-down list.
— Type the Starting year in yyyy format.
— Choose a Duration from the drop-down list.
— Type the Number of simulation runs that the optimization engine should complete. The
larger the number, the more statistically significant the results are; however, the larger the
number, the longer the run time. You must balance the need for statistical accuracy with
reasonable processing time.
— Type the percentage to Increase assignment group head count. You can specify a negative
value to decrease head count.
— Click Run. You must run a new simulation scenario to use it in an optimization scenario.
— When the simulation run is complete, click Next.

To use an existing scenario:

– Choose the existing scenario.
– Click Next.
6 From the Assignment Groups Worksheet, you can change the Proposed head count by
increasing or decreasing the head count value. If you reallocate labor, DecisionCenter
automatically distributes the total labor resources across all available shifts.
7 Click Next.
8 If you changed a head count value, you must provide a new name for the adjusted scenario to
differentiate it from the original scenario that you selected for the baseline. Type the Name,

210
 optional Owner and Description, and the Number of simulation runs that the optimization
engine should complete.
9 You can make additional changes to the scenario by selecting:
— Timeframe
— Reallocate Staff
— Change Service Level Objectives
— Take Existing Business Services Offline
— Bring New Business Services Online
10 Click Save.
11 Click Run. DecisionCenter runs the new scenario and creates a set of results. The progress bar
and Elapsed time value show you how the optimization run is progressing.
12 When processing finishes, click Next to see the optimization results.
Each time that you adjust and run a simulation scenario, save it with a new name. You can
compare one or more versions with the current version to view the results in an analytic format.
For example, you might use an historic simulation for a recent year (2005) as the baseline, create a
what-if simulation for the current year (2006), and save variations (2006-1, 2006-2, and 2006-3) to
gauge the potential effects of varying labor allocations.
Note: Field names that you create can contain up to 200 characters. However, the length of the text
box may exceed the width of your viewing area. The best practice is to create meaningful names
that are as short as possible.
Related topics
Five: Create simulations
Scenarios
Simulation
Simulation tips
Using simulations to make decisions
How do I run a simulation?
Guided optimization
Guided optimization tips
Starting and stopping the optimization engine
Working with a simulation scenario
Working with a guided optimization
Working with results

Starting and stopping the optimization engine

The optimization engine must be running to produce simulation and guided optimization results.
Running a batch file starts the optimization engine in a separate command window.
1 To start the optimizer, navigate to this directory:

\\Program Files\HP\DecisionCenter 2.00\Optimization\bin

2 Start run_optimizer.bat.
3 To stop the optimizer, close the command window created by the run_optimizer.bat file.
Related topics
Five: Create simulations
Scenarios
Simulation
Simulation tips
Using simulations to make decisions

211
How do I run a simulation?
Guided optimization
Guided optimization tips
How do I run a guided optimization?
Working with a simulation scenario
Working with a guided optimization
Working with results

Working with a simulation scenario

A simulation is a scenario that DecisionCenter runs only once. The simulation processes the source
data to produce an aggregate cost of defined operational constraints.

To add a simulation scenario

1 From Impact and Optimization, click Simulation Manager.

2 Click New Simulation.
3 Type a Name for the new simulation scenario.
4 Type the name of the optional scenario Owner.
5 Type an optional Description.
6 Click Save to add constraints to the new simulation scenario.
7 Choose constraints, such as:
— Timeframe
— Reallocate Staff
— Change Service Level Objectives
— Take Existing Business Services Offline
— Bring New Business Services Online
8 Click Save and Close to return to the complete list of scenarios.

To compare simulation scenarios

1 From Impact and Optimization, click Simulation Manager.

2 Select the check box for each simulation to be compared.
3 Click Compare to display the results of each simulation.

To duplicate a simulation scenario

1 From Impact and Optimization, click Simulation Manager.

2 Select the check box for the scenario to be duplicated.
3 Click Duplicate.
4 Specify a name for the new scenario.
5 Add, change, or delete constraints as needed.
6 Click Save and Close to return to the list of scenarios.

To update a simulation scenario

1 From Impact and Optimization, click Simulation Manager.

212
 2 Click the scenario to be updated.
3 Edit any field.
4 Click Save and Close to return to the complete list of scenarios.

To view simulation constraints

1 From Impact and Optimization, click Simulation Manager.

2 Click any simulation to view its details.

To view simulation results

1 From Impact and Optimization, click Simulation Manager.

2 If no results exist, click Run to produce simulation results; click Abort to stop processing.
3 When processing finishes, click View to see the simulation results.
If there is an earlier processing date, you can view results from a previous run without running
the simulation again.
4 You can view the results in different ways: click Summary, by Business Service, or Detail.
5 Click Run Simulation to restart processing.
Note: Field names that you create can contain up to 200 characters. However, the length of the text
box may exceed the width of your viewing area. The best practice is to create meaningful names
that are as short as possible.
Related topics
Five: Create simulations
Scenarios
Simulation
Simulation tips
Using simulations to make decisions
How do I run a simulation?
Guided optimization
Guided optimization tips
How do I run a guided optimization?
Starting and stopping the optimization engine
Working with a guided optimization
Working with results

Working with a guided optimization

A guided optimization is a DecisionCenter wizard that leads you through the steps required to
create a scenario. The guided optimization relies on two scenarios.

To run an existing guided optimization

1 From Impact and Optimization, click Simulation Manager.

2 Select the check box for an existing optimization.
3 Click Run to start processing; click Abort to stop processing. DecisionCenter updates the run
date and elapsed time, and saves the results.
4 When processing finishes, click View to see the simulation results.
5 You can view the results in different ways:
— Choose the Report type from the drop-down list.

213
 — Choose the Measure from the drop-down list.
— Choose the report Rank. This is the order of magnitude for the units in the statistical
analysis. For example, if the report type is Business Services and the measure is Incidents,
First 4 displays the top four business services with the largest number of incidents. Last 4
displays the four business services with the fewest number of incidents. Max rank lists the
number of business services in the statistical analysis.
— Click Display.

To run a new guided optimization

1 From Impact and Optimization, click Simulation Manager.

2 Click Guided Optimization.
3 Select a baseline scenario. This is an existing simulation scenario that is not adjustable.
DecisionCenter compares a second what-if scenario to this scenario. For example, the baseline
might be the historical performance results for the last year.
4 Click Next. If you want to use your history as a baseline, click Use History as Baseline.
5 Select a second (what-if) scenario that you can adjust. You can create a new scenario, or choose
an existing scenario.

To create a new scenario:

— Type a Name for the new simulation scenario.
— Choose a Starting month from the drop-down list.
— Type the Year in yyyy format.
— Choose a Duration from the drop-down list.
— Type the Number of simulation runs that the optimization engine should complete. The
larger the number, the more statistically significant the results are; however, the larger the
number, the longer the run time. You must balance the need for statistical accuracy with
reasonable processing time.
— Type the percentage to Increase assignment group head count. You can specify a negative
value to decrease head count.
— Click Run. You must run a new simulation scenario to use it in an optimization scenario.
— When the simulation run is complete, click Next.

To use an existing scenario:

— Choose the existing scenario.
— Click Next.
6 From the Assignment Groups Worksheet, you can change the Proposed head count by
increasing or decreasing the head count value. If you reallocate labor, DecisionCenter
automatically distributes the total labor resources across all available shifts.
7 Click Next.
8 If you changed a head count value, you must provide a new name for the adjusted scenario to
differentiate it from the original scenario that you selected for the baseline. Type the Name,
optional Owner and Description, and the Number of simulation runs that the optimization
engine should complete.
9 You can make additional changes to the scenario by selecting:

214
 — Timeframe
— Reallocate Staff
— Change Service Level Objectives
— Take Existing Business Services Offline
— Bring New Business Services Online
10 Click Save.
11 Click Run. DecisionCenter runs the new scenario and creates a set of results. The progress bar
and Elapsed time value show you how the optimization run is progressing.
12 When processing finishes, click Next to see the optimization results.
Note: Field names that you create can contain up to 200 characters. However, the length of the text
box may exceed the width of your viewing area. The best practice is to create meaningful names
that are as short as possible.
Related topics
Five: Create simulations

Scenarios
Simulation
Simulation tips
Using simulations to make decisions
How do I run a simulation?
Guided optimization
Guided optimization tips
How do I run a guided optimization?
Starting and stopping the optimization engine
Working with a simulation scenario
Working with results

Working with results

Running simulation and optimization scenarios produces a result set that you can view. You can
select viewing parameters to customize the way that DecisionCenter displays the results.

To generate scenario results

1 From Impact and Optimization, click Simulation Manager.

2 If no results exist, click Run; click Abort to stop processing.
3 When processing finishes, click View to see the simulation results.

To generate History Builder results

1 Click History Builder.

2 Click Build History.
3 Upon completion, click View Results.

To view results

1 Choose the Report type from the drop-down list.

2 Choose the Measure from the drop-down list.
3 Choose the report Rank. This is the order of magnitude for the units in the statistical analysis.
For example, if the report type is Business Services and the measure is Incidents, First 4
215
 displays the top four business services with the largest number of incidents. Last 4 displays the
four business services with the fewest number of incidents. Max rank lists the number of
business services in the statistical analysis.
4 Click Display to view the results in an analytic format.
Related topics
Five: Create simulations

Scenarios
Simulation
Simulation tips
Using simulations to make decisions
How do I run a simulation?
Guided optimization
Guided optimization tips
How do I run a guided optimization?
Starting and stopping the optimization engine
Working with a simulation scenario
Working with a guided optimization

Working with optimization

You can define DecisionCenter optimization components in any order as long as you define all of
the required components before you run a scenario. If you follow the suggested workflow, it can
serve as a checklist to gather the information you need to run the scenario and associated
optimizations.
Related topics
Getting started with Optimization

What is Optimization?
Optimization engine
Working with an optimization scenario
Optimization Analytics

Working with an optimization scenario

An optimization scenario is a way to prototype the impact of incidents when your IT resources or
service objectives change.

To add a new scenario

1 From Impact and Optimization, click Simulation Manager.

2 Click New Simulation.
3 Type a Name for the new simulation scenario.
4 Type the name of the optional scenario Owner.
5 Type an optional Description.
6 Increase the Number of simulation runs that the optimization engine should complete. The
larger the number, the more statistically significant the results are; however, the larger the
number, the longer the run time. You must balance the need for statistical accuracy with
reasonable processing time.
7 Choose the Starting month from the drop-down list.
8 Type the Starting year in yyyy format.

216
9 Choose the Duration from the drop-down list.
10 Click Save before you add constraints.
11 Click any of the following section titles and add, change, or delete constraints as needed.
— Reallocate Staff
— Change Service Level Objectives
— Take Existing Business Services Offline
— Bring New Business Services Online
12 Click Save and Close to return to the complete list of scenarios.

To compare scenarios

1 From Impact and Optimization, click Simulation Manager.

2 Select the check box for each scenario to be compared. You must select at least two scenarios to
be compared.
3 Click Compare to display the results of each scenario.

To duplicate a scenario

1 From Impact and Optimization, click Simulation Manager.

2 Click Duplicate.
3 Select the scenario to be duplicated.
4 Click Finish.
5 Type a Name for the new scenario.
6 Type an optional Owner and Description.
7 Increase the Number of simulation runs that the optimization engine should complete. The
larger the number, the more statistically significant the results are; however, the larger the
number, the longer the run time. You must balance the need for statistical accuracy with
reasonable processing time.
8 Choose the Starting month from the drop-down list.
9 Type the Starting year in yyyy format.
10 Choose the Duration from the drop-down list.
11 Click Save before you add constraints.
12 Click any of the following section titles and add, change, or delete constraints as needed.
— Reallocate Staff
— Change Service Level Objectives
— Take Existing Business Services Offline
— Bring New Business Services Online
13 Click Save, or Save and Close to return to the list of scenarios.

To run an existing scenario

1 From Impact and Optimization, click Simulation Manager.

217
 2 Choose a scenario.
3 Click Run at the end of the row to start processing; click Abort to stop processing.
DecisionCenter updates the run date and elapsed time, displays the completion metrics, and
saves the results.
4 When processing finishes, click View to see the simulation results.
5 You can view the results in different ways:
— Choose the Report type from the drop-down list.
— Choose the Measure from the drop-down list.
— Choose the report Rank. This is the order of magnitude for the units in the statistical
analysis. For example, if the report type is Business Services and the measure is Incidents,
First 4 displays the top four business services with the largest number of incidents. Last 4
displays the four business services with the fewest number of incidents. Max rank lists the
number of business services in the statistical analysis.
6 Click Display.

To run a guided optimization scenario

1 From Impact and Optimization, click Simulation Manager.

2 Click Guided Optimization.
3 Select a baseline scenario. This is an existing simulation scenario that is not adjustable.
DecisionCenter compares a second what-if scenario to this scenario. For example, the baseline
might be the historical performance results for the last year. If you have no existing scenarios
to use as a baseline, you must create one.
4 Click Next.
5 Select a second (what-if) scenario that you can adjust. You can create a new scenario, or choose
an existing scenario.

To create a new scenario:

— Type a Name for the new simulation scenario.
— Choose a Starting month from the drop-down list.
— Type the Year in yyyy format.
— Choose a Duration from the drop-down list.
— Type the Number of simulation runs that the optimization engine should complete. The
larger the number, the more statistically significant the results are; however, the larger the
number, the longer the run time. You must balance the need for statistical accuracy with
reasonable processing time.
— Type the percentage to Increase assignment group head count. You can type a negative
number to decrease the head count. For a new simulation scenario, DecisionCenter
increases or decreases the total number of resources populating all assignment groups in
the Environment model as the baseline head count. The percentage that you specify will
increase or decrease that total. When you make adjustments in Step 6, you can make more
adjustments.
— Click Run. You must run a new simulation scenario to use it in an optimization scenario.
— When the simulation run is complete, click Next.

218
 To use an existing scenario:
— Choose the existing scenario.
— Click Next. DecisionCenter displays the two simulation scenarios that you selected
6 From the Assignment Groups Worksheet, change the labor allocation by increasing or
decreasing assigned head count.
7 Make additional changes to the what-if scenario, such as
— What-if simulation Details
— Timeframe
— Reallocate staff
— Change Service Level Objectives
— Take existing business services offline
— Bring new business services online
8 Click Save. If the name of the second scenario already exists, you should save the guided
optimization with a descriptive new name.
9 Click Run. The progress bar and Elapsed time value show you how the optimization run is
progressing.
10 When processing finishes, click Next to see the optimization results.
Each time that you adjust and run an optimization scenario, save it with a new name. You can
compare one or more versions with the current version to view the results in an analytic. For
example, you might use an historic simulation for a recent year (2005) as the baseline, create a
what-if simulation for the current year (2006), and save variations (2006-1, 2006-2, and 2006-3) to
gauge the potential effects of varying labor allocations.
Note: Field names that you create can contain up to 200 characters. However, the length of the text
box may exceed the width of your viewing area. The best practice is to create meaningful names
that are as short as possible.
Related topics
Getting started with Optimization
What is Optimization?
Optimization engine
Working with optimization
Optimization Analytics

Guided optimization
How do I run a guided optimization?

Optimization Analytics
DecisionCenter Optimization has a series of out-of-box reports that guide IT decision-making.
For more information, choose a report from Related topics.
Related topics
Getting started with Optimization
Assignment Group
Business Service
Impact Rule
Impact Type
Incident Category
ITPO Simulation Optimization

219
Value Center Details
Value Center Summary

Assignment Group
This analysis displays the top ranked assignment groups in the designated metric, which captures
the results of the selected DecisionCenter Optimization scenarios. You can compare up to three
scenarios at one time.

Category Description

Purpose To enable organizations to determine the optimal assignment group composition by using an
analysis of up to three scenarios by cost, incident count, impact, mean time between
failures (MTBF) in hours, or mean time to repair (MTTR) in hours.

Usage Users: Department managers, Directors, Corporate-level executives

Frequency: Whenever simulations are run

Guided analysis Not applicable

Layout details Assignment Group Name

AG value

Alternate metrics None

Related topics
Optimization Analytics
Business Service
Impact Rule
Impact Type
Incident Category
ITPO Simulation Optimization
Value Center Details
Value Center Summary

Business Service
This analysis displays the top ranked business services in the designated metric, which captures
the results of the selected DecisionCenter Optimization scenarios. You can compare up to three
scenarios at one time.

Category Description

Purpose To enable organizations to determine the optimal business service composition by using an
analysis of up to three scenarios by cost, incident count, impact, mean time between
failures (MTBF) in hours, or mean time to repair (MTTR) in hours.

220
Category Description

Usage Users: Department managers, Directors, Corporate-level executives

Frequency: Whenever simulations are run

Guided analysis Not applicable

Layout details Business Service Name

BS value

Alternate metrics None

Related topics
Optimization Analytics
Assignment Group
Impact Rule
Impact Type
Incident Category
ITPO Simulation Optimization
Value Center Details
Value Center Summary

Impact Rule
This analysis displays the top ranked impact rules in the designated metric, which captures the
results of the selected DecisionCenter Optimization scenarios. You can compare up to three
scenarios at one time.

Category Description

Purpose To enable organizations to determine the optimal impact rule composition by using an
analysis of up to three scenarios by cost, incident count, impact, mean time between
failures (MTBF) in hours, or mean time to repair (MTTR) in hours.

Usage Users: Department managers, Directors, Corporate-level executives

Frequency: Whenever simulations are run

Guided analysis Not applicable

Layout details Impact Rule Name

IR value

221
Category Description

Alternate metrics None

Related topics
Optimization Analytics
Assignment Group
Business Service
Impact Type
Incident Category
ITPO Simulation Optimization
Value Center Details
Value Center Summary

Impact Type
This analysis displays the top ranked impact types in the designated metric, which captures the
results of the selected DecisionCenter Optimization scenarios. You can compare up to three
scenarios at one time.

Category Description

Purpose To enable organizations to determine the optimal impact type composition by using an
analysis of up to three scenarios by cost, incident count, impact, mean time between
failures (MTBF) in hours, or mean time to repair (MTTR) in hours.

Usage Users: Department managers, Directors, Corporate-level executives

Frequency: Whenever simulations are run

Guided analysis Not applicable

Layout details Impact Type Name

IT value

Alternate metrics None

Related topics
Optimization Analytics
Assignment Group
Business Service
Impact Rule
Incident Category
ITPO Simulation Optimization
Value Center Details
Value Center Summary

222
 Incident Category
This analysis displays the top ranked incident categories in the designated metric, which captures
the results of the selected DecisionCenter Optimization scenarios. You can compare up to three
scenarios at one time.

Category Description

Purpose To enable organizations to determine the optimal incident category composition by using an
analysis of up to three scenarios by cost, incident count, impact, mean time between
failures (MTBF) in hours, or mean time to repair (MTTR) in hours.

Usage Users: Department managers, Directors, Corporate-level executives

Frequency: Whenever simulations are run

Guided analysis Not applicable

Layout details Incident Category Name

IC value

Alternate metrics None

Related topics
Optimization Analytics
Assignment Group
Business Service
Impact Rule
Impact Type
ITPO Simulation Optimization
Value Center Details
Value Center Summary

ITPO Simulation Optimization

This analysis provides a monthly average detail of simulation data summarized in the Assignment
Group, Business Service, Enterprise Summary, Impact Rule, Impact Type, Incident Category, and
Value Center reports. The calculation for both mean time between failures (MTBF) and mean time
to repair (MTTR) is in hours.

Category Description

Purpose To provide an overview of the detail information of the source data that all reports use. The
detail is available for further analysis, troubleshooting, or optimization configuration
parameters.

223
Category Description

Usage Users: Department managers, Directors, Corporate-level executives

Frequency: Whenever simulations are run

Guided analysis Standalone or from DecisionCenter view

Layout details Assignment Group Name, Business Service Name, Impact Rule Name, Impact Type
Name, Incident Category Name, Refresh Date, Scenario Name, Value Center, Value
Center Name

Cost, Count, Impact, MTBF, MTTR

Alternate metrics None

Related topics
Optimization Analytics
Assignment Group
Business Service
Impact Rule
Impact Type
Incident Category
Value Center Details
Value Center Summary

Value Center Details

This analysis displays the individual detail value centers in the designated metric, which captures
the results of the selected DecisionCenter Optimization scenarios. You can compare up to three
scenarios at one time.

Category Description

Purpose To enable organizations to determine the optimal value center composition by using an
analysis of up to three scenarios by cost, incident count, impact, mean time between
failures (MTBF) in hours, or mean time to repair (MTTR) in hours.

Usage Users: Department managers, Directors, Corporate-level executives

Frequency: Whenever simulations are run

Guided analysis Not applicable

Layout details Value Center Name

VC value

224
Category Description

Alternate metrics None

Related topics
Optimization Analytics
Assignment Group
Business Service
Impact Rule
Impact Type
Incident Category
ITPO Simulation Optimization
Value Center Details
Value Center Summary

Value Center Summary

This analysis displays the top-level value centers in the designated metric, which captures the
results of the selected DecisionCenter Optimization scenarios. You can compare up to three
scenarios at one time and drill from Value Center Level 0 through Level 4.

Category Description

Purpose To enable organizations to determine the optimal value center composition by using an
analysis of up to three scenarios by cost, incident count, impact, mean time between
failures (MTBF) in hours, or mean time to repair (MTTR) in hours.

Usage Users: Department managers, Directors, Corporate-level executives

Frequency: Whenever simulations are run

Guided analysis Not applicable

Layout details Level Name

VC value

Alternate metrics None

Related topics
Optimization Analytics
Assignment Group
Business Service
Impact Rule
Impact Type
Incident Category
ITPO Simulation Optimization
Value Center Details

225
 Concepts and definitions
Read this section of the help system for information about key DecisionCenter concepts and
terminology that relates to business intelligence and data storage.
Related topics
The optimal IT environment
Business Impact Analysis
Types of universes
Glossary

The optimal IT environment

Business leaders and infrastructure managers need the ability to measure the future impact of
decisions and mitigate the risk of these decisions. When you have an optimal IT environment, you
can model and predict business service performance. Subsequently, the organization can allocate
resources and services to minimize the impact of downtime caused by incidents or planned changes.
DecisionCenter can assess an IT environment by reviewing historical data, evaluating past
performance, and using modeling tools to determine the optimum values for:
• Expected service performance
• Impact of business application downtime or performance degradation
• Business application response time and resolution times
• Resource allocation
• IT investment
The assessment provides a baseline that enables you to create change scenarios and evaluate the
potential impact to the enterprise. Review the related topics for information about the steps
required to prepare an organization for Optimal IT.
Related topics
Concepts and definitions

Steps to the optimal IT environment

An optimal IT environment means that the organization can model and predict business service
performance. Knowing how many resources and services to assign can minimize the impact of
planned or unplanned downtime. There are a series of steps that the organization can take to
optimize the IT infrastructure. Ensure that you have:
• A supported version of ServiceCenter or Service Manager.
• A well-designed CMDB.
• A business intelligence analysis suite.
• IT Infrastructure Library (ITIL) best practices.
Related topics
Concepts and definitions
Supported ServiceCenter and AssetCenter versions
Configuration Management Database
Business intelligence analysis
ITIL best practices

226
 Supported ServiceCenter and AssetCenter versions

Optimization uses data from ServiceCenter or Service Manager to model business service
performance. ServiceCenter or Service Manager tracks incidents, problems, change requests, and
Service Level Agreements. They provide the right data to make business decisions.
Analytics uses data from ServiceCenter, Service Manager, or AssetCenter to generate all types of
business intelligence and performance analytics. AssetCenter tracks assets, ownership, purchase
information, maintenance history, and labor costs. By using the latest product versions, you can
ensure that you are collecting the right data using the most efficient techniques.
To ensure that you have the supported versions, see the DecisionCenter Support Matrix
(http://support.openview.hp.com/). From Reference info, click Support matrices.
Most of the support areas require that you register as an HP Passport user and sign in. Many also
require an active support contract. To register for an HP Passport ID, go to the HP Passport
Registration web site (http://www.managementsoftware.hp.com/passport-registration.html).
Related topics
Concepts and definitions
Configuration Management Database
Business intelligence analysis
ITIL best practices

Configuration Management Database

A well-designed Configuration Management Database (CMDB) is a critical building block that

stores configuration, asset, and incident data. The CMDB integrates information about assets,
incidents, problems, change requests, configuration items (CIs), Service Level Agreements and
their interrelationships.
DecisionCenter uses the data in the CMDB to run optimization scenarios and produce analytics
that suggest how to tune your business services and IT infrastructure. Historical information about
assets and CIs, and how well they meet performance commitments, helps you make decisions about
future IT investments and cost-saving strategies. The more robust your data, the more precise
these scenarios and reports will be.
A well-tuned CMDB can:
• Relate assets to CIs.
• Provide information about asset class availability and CI performance cost.
• Relate asset and service availability to business service performance.
Related topics
Concepts and definitions
Supported ServiceCenter and AssetCenter versions
Business intelligence analysis
ITIL best practices

Business intelligence analysis

DecisionCenter has a central data warehouse populated with imported data from ServiceCenter,
Service Manager, or AssetCenter. DecisionCenter uses this data to produce optimization scenarios,
dashboards, and a variety of reports. It enables you to analyze historical data for performance,
optimum service levels, labor distribution, and cost containment.
Related topics
Concepts and definitions
Supported ServiceCenter and AssetCenter versions

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Configuration Management Database
ITIL best practices

ITIL best practices

DecisionCenter users need to adhere to the best practices advocated by the IT Infrastructure
Library (ITIL)®. When you adhere to the ITIL best practices and processes for problem, change,
and service level management, you have a business maturity model that is compatible with
DecisionCenter processes and objectives. To validate the benefits of ITIL best practices, you can
evaluate comparative industry process metrics to confirm the improved efficiency and effectiveness
of your internal processes.
DecisionCenter follows ITIL version 3 guidelines for naming conventions and to categorize
analytics.
Related topics
Concepts and definitions
Supported ServiceCenter and AssetCenter versions
Configuration Management Database
Business intelligence analysis

IT Service Portfolio Management

The goal of each organization is to provide a variety of business services that support its mission
and deliver value to its internal and external customers. The goal of IT is to ensure that the entire
portfolio of business services is available to these internal and external customers.
IT uses Service Level Agreements to set priorities, define customer objectives, requirements, and
operational quality, and manage the portfolio of services.
Service portfolio management enables organizations with enterprise business services to avoid the
high cost of outages or degraded performance when those services fail. For example, if there is a
hardware failure in a claims processing environment, there are two costs incurred. The number of
claims processed drops to zero but the claims processor who receives an hourly wage must continue
to be paid despite the lack of activity.
Related topics
Concepts and definitions
The service delivery component
Service Level Agreements
Service catalogs
Prioritization
Resource allocation
Upstream and downstream effects

The service delivery component

Service delivery is a crucial component of Service Portfolio Management. Service delivery depends
on defining the services that you offer (perhaps in a catalog) and defining the supporting Service
Level Objectives and Service Level Agreements (SLAs). If you can define the dependencies for these
components, you can model scenarios to decide where you need to add or subtract equipment and
personnel to achieve desired performance levels.
Adding new services also requires predictive analysis to evaluate how the new service impacts your
existing resources. For example, if you are managing service delivery for a bank with 100 branch
locations, what is the expected impact of adding another 10 branches?
Related topics
IT Service Portfolio Management
Service Level Agreements

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Service catalogs
Prioritization
Resource allocation
Upstream and downstream effects

Service Level Agreements

A Service Level Agreement (SLA) describes service guarantees between service providers and
customers. It defines service goals and responsibilities for configuration items (CIs). An SLA can be
internal, among the departments within an organization, or external, between an organization and
a vendor. These agreements cover two important aspects of service:
• Availability agreements describe the availability of a CI within a specified time frame.
• Response agreements describe performance guarantees.
SLAs normally run automatically to continuously recalculate availability and response metrics.
SLAs usually guarantee service for applications and hardware systems, but not necessarily for
business services. Therefore, some business service components can have varying service
guarantees that can reduce the overall response time for a business service outage.
Related topics
Review Service Level Agreements
IT Service Portfolio Management
How do I view a Service Level Agreement?
Working with Service Level Agreements

Service catalogs

A Service catalog contains a comprehensive list of enterprise products and services available to
internal and external customers, depending on their business role. Service catalogs set expectations
for both customers and service providers about the delivery, quality, and level of services.
Related topics
IT Service Portfolio Management
The service delivery component
Service Level Agreements
Prioritization
Resource allocation
Upstream and downstream effects

Prioritization

When the number of services required exceeds your capacity, you must establish rules to organize
open incidents into a work queue. The most urgent incidents are at the beginning of the queue;
incidents with lower priority are at the bottom of queue. The prioritization rules usually depend on
Service Level Agreements and Service Level Objectives affected by the outage.
Related topics
IT Service Portfolio Management
The service delivery component
Service Level Agreements
Service catalogs
Resource allocation
Upstream and downstream effects

Resource allocation

The challenge for IT is to reduce costs without compromising services. Reducing personnel can
reduce costs, but may seriously affect services, especially if you have existing Service Level
Agreements that require high service levels and minimal outages. DecisionCenter enables you to

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 plan for resource needs, the cost of reducing head count, and validate that resources levels are
correct for your service requirements.
For example, increased revenues may mean increased demand for services and more unplanned
outages. How much budget do you need to assign enough technicians to cover expected demand?
Related topics
IT Service Portfolio Management
The service delivery component
Service Level Agreements
Service catalogs
Prioritization
Upstream and downstream effects

Upstream and downstream effects

Outages can have downstream impacts on other business services. Downstream events can also
impact an upstream line of business. When you define impact rules, it is important to consider how
far the impact of an outage or event extends within the enterprise.
Related topics
IT Service Portfolio Management
The service delivery component
Service Level Agreements
Service catalogs
Prioritization
Resource allocation

Business Impact Analysis

Business Impact Analysis (BIA) analyzes the effect if a specific business process fails or loses
efficiency. BIA can also identify the minimum required performance level of any business process
required to continue normal operations. These processes can include applications, data, networks,
information systems, facilities, and more. BIA shows how the organization is affected if these
functions and processes are interrupted.
A basic BIA assumption is that every organizational component relies on continuous functioning of
every other component. Some are more crucial than others and require a greater allocation of funds
when a disaster occurs. For example, a business may be able to continue if the cafeteria is out of
service, but would come to a complete halt if the information system shuts down. (Source:
www.whatis.com)
Business Impact Analysis (BIA) is essential to identify risks and assess the impact of those risks.
Some of the risks are:
• Interrupted cash flow
• Non-functional equipment
• Overtime to reduce the work backlog
• Lost revenue
BIA can also show the impact of adding new projects to an enterprise without adding resources.
The ultimate effect of BIA is to show the effect on profitability when you run risk scenarios.
Related topics
Concepts and definition
Leveraging your continuity plan
How do I calculate impact?
Predictive models

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Define rules
The efficient frontier

Leveraging your continuity plan

Business Impact Analysis should be part of the organization’s continuity plan. This plan usually
contains information about perceived vulnerabilities, and planned strategies to minimize risk. The
result of analysis is a business impact analysis report, which describes the potential risks to the
organization. A good BIA report should identify the cost of outages in terms of lost revenue,
replacement of equipment, salaries, and other opportunity costs. The impact should be quantified
financially to ensure that comparisons among business services are equivalent.
One of the basic assumptions behind BIA is that every component of the organization relies on the
operation of every other component. Some, like IT, are essential and require more money for
ongoing operations and are critical in recovery from a disaster. For example, an online brokerage
can operate normally if the coffee service fails, but would come to a complete halt if the web server
shuts down. There are a broad range of BIA consultants and service providers who can produce a
BIA report that contains the financial data you need to apply to impact rules and calculations.
Related topics
Business Impact Analysis
How do I calculate impact?
Predictive models
Define rules
The efficient frontier

How do I calculate impact?

It is more difficult to calculate the direct cost of a damaged reputation that affects customer loyalty,
competitive advantage, suppliers, financial markets, business partners. There are also costs
associated with financial performance, such as revenue recognition, cash flow, credit rating, stock
price, and even regulatory fines.
The problem is how to obtain accurate data and reduce it to financial terms. Fortunately, there are
related disciplines, like Business Impact Analysis and Business Continuity Planning, which
produce quantitative results that can provide input for DecisionCenter.
Related topics
Concepts and definition
Leveraging your continuity plan
Predictive models
Define rules
The efficient frontier

Predictive models
Predictive modeling is a process used in predictive analytics to create a statistical model of future
behavior. A predictive model has predictors, which are variable factors that are likely to influence
future behavior or results. For example, in marketing, a customer's gender, age, and purchase
history might predict the likelihood of a future sale.
The usual steps to create a predictive model are:
• Collect data for the relevant predictors.
• Formulate a statistical model.
• Make predictions.
• Validate the model as new data becomes available.

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 • Revise the model as necessary.
For example, I might build a model that can predict shoe sizes based on height. To build this model,
I need to collect data about individual heights and shoe sizes. A small sample will not be very
reliable. The larger the sample, the more I can depend on the predictions. Next, I need to obtain (or
build) software that can do the required statistical analysis. It will generate results that can predict
shoe size based on height.
Validation will tell me if the model works correctly. Gender may affect the results. I may need to
revisit the data to add gender information, and revisit the statistical model to refine the results.
DecisionCenter uses these same techniques to analyze historical data and predict the results of
certain scenarios.
Source: www.whatis.com.
Related topics
Business Impact Analysis
Leveraging your continuity plan
How do I calculate impact?
Define rules
The efficient frontier

Define rules
Impact rules define the effect of an incident or change event on a business service or a value center.
Each impact rule is associated with an incident or change type, such as outage, defect, performance,
or a request for information.
For example, you can calculate the impact of an outage at the business service level, which is the
immediate impact; or at the value center level, which extends the impact to include customer good
will, lost revenue, and more.
When you define an impact rule, you can associate it with a business service or a value center. You
can also associate the impact rule with a schedule that defines when the rule applies, such as the
time of day, day of the week, month, and so on. Each impact rule contains information about:
• The type of impact
• How broad the impact is (scope)
• The time of day when the rule applies
• The cost by the minute, hour, or day
DecisionCenter applies impact rules when you use the Impact Calculator, Impact Planner, Change
Planner, and Simulation Manager. Increasing the granularity of the rules improves the accuracy of
the impact calculations.
Related topics
Business Impact Analysis
Generic impact rules
Value Center impact rules

Generic impact rules

A generic impact rule is not associated with a specific value center. Generic impact rules define the
single greatest impact. For example, you might define these generic impact rules:
• An outage at the end of the month has an impact of $1000 for each hour of downtime.
• An outage anytime during the holiday season has an impact of $2000 for each hour of
downtime.

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 The Total Impact is the sum of all applicable impact rules.
Related topics
Define rules
Value center impact rules

Value center impact rules

Value center impact rules define additional accumulated impact. For example, you might define
these value center impact rules:
• An outage at the end of the month has an impact of $100,000 for each hour of downtime.
• An outage anytime during the holiday season has an impact of $200,000 for each hour of
downtime.
The Total Impact is the sum of all applicable generic impact and value center impact rules.
Related topics
Define rules
Generic impact rules

The efficient frontier

The efficient frontier is the intersection of efficiency and effectiveness. You can use the information
that you gather from simulations and guided optimizations to right-size essential business
components and balance essential costs with optimum revenue. You can use the information
provided by the efficient frontier to:
• Increase or protect revenue.
• Decrease costs, or avoid increasing costs.
• Increase business flexibility.
• Reduce risk.
• Meet regulatory requirements.
• Predict business service capacity.
• Calculate optimum staffing levels.
• Calculate optimum equipment levels.
• Predict the effect of infrastructure changes.
Related topics
Business Impact Analysis
Leveraging your continuity plan
How do I calculate impact?
Predictive models
Define rules

Types of universes
DecisionCenter Analytics provides information to support Service Management and Asset
Management reports that are compliant with IT Infrastructure Library (ITIL) solutions for optimal
IT service.
Service Management solutions enable IT to improve service levels, balance resources, and control
costs.

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 Asset Management solutions help IT track and optimize resources at every stage of the asset life
cycle.
Related topics
Concepts and definition

Alignment universes
Asset Management universe
Business Impact universes
Change universes
Helpdesk universes
Incident universes
Request Management universes
Service Management universe
Simulation Optimization universe

Alignment universes
The Alignment analytic and metric universes are a component of Service Management. They
provide analytical information about the cost to organizations related to Service Level
Agreements (SLA).
The reports help management answer:
• What SLAs are the most expensive for the organization to maintain?
• What are the cost trends for service expenditures for Configuration Item (CI) types?
• Are there particular CIs that weigh more on SLA expenses?
• At what point do expenses for the CI, including maintenance or replacement part costs, break
with expected trends?
• Are more of our expenses coming from incidents or changes?
Related topics
Types of universes
Asset Management universe
Business Impact universes
Change universes
Helpdesk universes
Incident universes
Request Management universes
Service Management universe
Simulation Optimization universe

Asset Management universe

The Asset Management analytic universe provides information that organizations can use to make
relevant business decisions. This information enables the organization to function as a business
entity and to allocate resources, time and cost across the IT environment to maximize business
performance. The dashboards enable users to access real-time data to identify and track key
performance indicators.
With the information from the analytics, organizations can proactively:
• Address questions regarding their asset management processes and data
• Enable cost avoidance and mitigate risks
• Control or reduce expenditures
• Make business decisions in a timely manner

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 The out-of-box analyses focus on Asset Tracking and Expense Control.
Related topics
Types of universes
Alignment universes
Business Impact universes
Change universes
Helpdesk universes
Incident universes
Request Management universes
Service Management universe
Simulation Optimization universe

Business Impact universes

The Business Impact analytic and metric universes provide reports that help match IT services
with department and business unit needs.
Establishing and gaining control over IT services is only the first step in building a world-class
service environment. To be effective, services must be aligned continually with changing
department and business unit needs.
Business Impact Analytics analyze how organizations can:
• Determine impact trends over time spanning the entire organization or focusing on one
department
• Automate catalog management and request management
• Provide tools for measuring the business value of IT services
Related topics
Types of universes
Alignment universes
Asset Management universe
Change universes
Helpdesk universes
Incident universes
Request Management universes
Service Management universe
Simulation Optimization universe

Change universes
The Change analytic and metric universes are a component of Service Management. They provide
analytical information about the impact of change so that organizations can properly plan when
scheduling changes.
The analytics enable organizations to:
• Identify the number of changes in each category or location.
• Focus on scheduling changes that will decrease outages.
• Provide the percent of changes that were planned and successfully completed.
• Examine the backlog to optimize staffing and assignments.
• Analyze the time changes spent in each phase to identify bottlenecks in the process .
Related topics
Types of universes
Alignment universes

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Asset Management universe
Business Impact universes
Helpdesk universes
Incident universes
Request Management universes
Service Management universe
Simulation Optimization universe

Helpdesk universes
The Helpdesk universes are a component of Service Management. They provide analytical
information about calls that organizations can use to make relevant business decisions that align to
the service desk.
The reports enable organizations to:
• Improve the business process of the help desk organization
• Focus on process improvements that will decrease costly call management procedures
• Identify the efficiency metrics that call center managers need to optimize resource management
in either a single department or the entire organization
Related topics
Types of universes
Alignment universes
Asset Management universe
Business Impact universes
Change universes
Incident universes
Service Management universe
Simulation Optimization universe

Incident universes
The Incident analytic and metric universes are a component of Service Management. They provide
analytical information that organizations can use to make relevant business decisions that align to
IT services.
The reports enable organizations to:
• Identify trends over time regarding average times required to repair incidents
• Identify the average time between failures with respect to incidents
• Identify service desk efficiency in resolving incidents
Related topics
Types of universes
Alignment universes
Asset Management universe
Business Impact universes
Change universes
Helpdesk universes
Request Management universes
Service Management universe
Simulation Optimization universe

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 Request Management universes
The Request Management analytic and metric universes are a component of the ServiceCenter
Request Management module and Service Catalog. They provide analytical information about the
request processes related to products and services.
The reports help management answer:
• Which approvers are the slowest, thus creating a bottleneck?
• Which types of requests take the longest?
• Are surge requests related to location or requestor?
• What are the most requested products and services?
• Which products or services are most frequently missing Service Level Agreements (SLAs)?
Related topics
Types of universes
Alignment universes
Asset Management universe
Business Impact universes
Change universes
Helpdesk universes
Incident universes
Service Management universe
Simulation Optimization universe

Service Management universe

The Service Management analytic universe provides information to support effective standardized
enterprise-wide service procedures. Without these procedures, service desk personnel cannot
consistently provide the right answers to user questions, and IT management cannot track and
analyze incidents to spot problems or measure performance. The view provides analytics that
analyze how to establish change management, problem management, and self-service controls.
After basic service management processes are in place, IT must address deeper service issues
related to making changes to the infrastructure, identifying weaknesses in the infrastructure, and
managing user interactions with the service desk. This requires creating standardized and
automated processes for change management, problem management, and user self-service.
The Service Management analytics help IT organizations to:
• Optimize service desk operations
• Implement effective incident and configuration management processes
• Analyze service performance
• Reduce the risk of infrastructure change
• Streamline incident response with trend and root-cause analysis
• Establish employee self-service controls
Related topics
Types of universes
Alignment universes
Asset Management universe
Business Impact universes
Change universes
Helpdesk universes
Incident universes

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Request Management universes
Simulation Optimization universe

Simulation Optimization universe

The Simulation Optimization analytic universe provides information to identify the current cost of
maintaining the IT infrastructure or the predicted costs when the parameters and constraints vary.
When Business service owners view simulation results, they can select multiple dimensions and
measures to create a variety of reports.
These combinations can create unique models that guide decision making.
Related topics
Types of universes
Alignment universes
Asset Management universe
Business Impact universes
Change universes
Helpdesk universes
Incident universes
Request Management universes
Service Management universe

Glossary
DecisionCenter uses a variety of terms to describe its functionality and objectives. For more
information, click any term in Related topics.
Related topics
Concepts and definition
Assignment groups
Business process
Business service
Business service downtime impact
Configuration item
Crosstab
Dashboards
Data warehouse
Efficiency and effectiveness
Impact rules
Predictive analysis
Risk
Scenarios
Simulation
Universe
Value center

Assignment groups
An assignment group is a list of users who are responsible for an incident. When an incident opens
or escalates, a notification mechanism alerts the users in the assignment group.
For example, the service desk operator receives a service request to fix a disabled workstation. The
operator creates an incident. The service desk operator assigns the incident to the IT assignment
group. The IT technician determines that the hard drive must be replaced. Because the drive must
be purchased, the technician updates the incident and assigns it to a Materials Management
assignment group for acquisition. If the hard drive purchase is delayed, which impacts closing the
incident in a reasonable amount of time, a pre-defined process can escalate the incident and assign
it to the operations manager for intervention.

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 Incident category definitions can include a default assignment group for all incidents in that
category. For example, the hardware category can list IT as the assignment group if the IT
department is always the first group to handle hardware incidents.

Business process
A business process is a set of business services that support a single corporate purpose.

Business service
A business service is the combination of one or more business applications plus the supporting
configuration items that enable delivery of the business service to the customer. The products that
IT offers its customers are internal and external business services. A business service supports
zero-to-many value centers, and a business service incident usually impacts associated value
centers. A value center can rely on one-to-many business services; however, an incident that affects
the value center may not always affect the associated business service.

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 Enterprise resource planning (ERP) is a good example of a business service. ERP is a business
management system that integrates all facets of the business, including planning, manufacturing,
sales, and marketing. There can be many component business applications such as inventory
control, order tracking, customer service, finance, and human resources.

Business service downtime impact

Business service downtime impact (BSDI) is a metric that quantifies the cost of service downtime in
monetary terms. This includes both productivity impact and business opportunity impact.

Configuration item
A configuration item (CI) is a component of your infrastructure or a business service. CIs are
cataloged in your Configuration Management Database (CMDB). A CI can be a hardware
component in a larger hardware system, a software application, or any other identifiable item that
supports a business service.
For example, these are CIs:
• An operating system
• A monitor
• An accounting application
• A router
• A telephone
• A handheld display device

Crosstab
Crosstab (cross tabulation), also known as a contingency table, is a combination of two or more
variable tables. A contingency table analyzes whether the value of one variable is associated with,
or "contingent" on, another.

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Dashboards
Dashboards are a collection of analytics that contain information of interest that you want to access
on a regular basis. Dashboards provide an immediate view of business activities across your
organization. You can decide which analytics that you want to use in your personal dashboard.
Dashboard Manager makes it easy to choose the right out-of-box or custom analytics to populate
your dashboard.

Some of the most commonly used analytics are:

• Alerts
• Gauges (such as speedometers and traffic lights)
• Interactive Metric Trends
• Maps
• Metric trees
• Pareto charts
Although dashboards do not have drill down functionality, you can drill through to other analytics.
For more information, see the Business Objects documentation: Getting Started Creating
Dashboards.

Data warehouse
The data warehouse is a repository of integrated information that is available for queries and
analysis. It contains the universe, which stores information in the data warehouse database.
The data warehouse enables users to run queries against a database without having to know
anything about the underlying data structures in the database.

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 Efficiency and effectiveness
Efficiency describes how well IT meets customer expectation with minimal resources, expense, or
unnecessary effort. Effectiveness measures the degree of success in achieving a given goal.
Unlike efficiency, effectiveness does not measure the resources expended, the expense incurred, or
the effort, but only the degree of success.
IT can be effective without being efficient. DecisionCenter enables you to construct scenarios that
alter resources, expenses, or other efficiency components to improve effectiveness.

Impact rules
Impact rules define the effect of an incident on a business service, value center, application, or the
organization. Each impact rule is associated with these characteristics:
• Incident type, such as degraded performance, limited capacity, corruption, an outage, or a
request for information.
• Scope of the impact. For example, the impact might affect one user, an entire department, a
business unit, or the entire enterprise.
• A schedule that defines when the rule applies. An outage at midnight might not be as expensive
as an outage during normal business hours.
• Fixed amount, fixed rate, or stepped rate impact calculation.
These variables make each impact rule unique. As you expand the number of impact rules to cover
different scenarios, your impact calculations become more precise. For example, if all impact rule
variables are the same except for the scope, the impact cost is exponentially greater as a larger
segment of the organization is affected. Different rules also enable you to calculate the impact of an
outage at the:
• Business service level, which has immediate impact.
• Organization level, which extends the impact to include customer good will, lost revenue, and
more.
DecisionCenter uses impact rules to calculate the impact of historical events as well as what-if
scenarios.

Predictive analysis
Predictive analysis uses data mining techniques to predict future behavior, probability, and trends.
The more historical data that you have, the more accurately you can predict the likelihood of future
events.
For example, auto insurance companies use safety predictors such as age, gender, and driving
record when they issue car insurance policies. Mortgage underwriters use financial predictors such
as income, debt ratio, and payment history when they issue home mortgages.

Risk
Risk is the possibility of loss that is measurable in dollars and cents, or it could be an intangible
opportunity cost. The business service owner must define the level of risk, such as the amount of
acceptable downtime or economic risk. IT uses Service Level Agreements to define those
requirements and set expectations for how it will support the applications and infrastructure of
business service and mitigate the risk.
Here are some examples of risk:

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 • A corrupt database
• A power outage
• A natural disaster that disrupts business
• A network outage during banking hours
• A fire
The list of business risks is large. Some are common to all enterprises, like a natural disaster; some
are more specific to your organization or line of business.

Scenarios
Scenarios are your tools to show how a series of incidents or planned changes result in an impact
value. The incidents might be an historic view of how your organization reacts when an outage
occurs or a system upgrade occurs.
Each scenario has a unique name so that you can modify it or run it again with new data. A typical
scenario contains information about:
• Timeframe
• Staff allocation
• Service Level Objectives
• Business services
The scenario can reflect the current baseline, or include variations that alter the outcome. When
you compare the results of a baseline scenario to the results of other scenarios with adjusted values,
you can hypothesize how changes in the IT infrastructure will affect the entire organization or
individual business units.

Simulation
A simulation uses ServiceCenter or Service Manager data to model how changes or incidents affect
critical business units within the organization. You can specify a block of incidents that occur over a
specific time interval, apply different constraints (impact rules), and create results that indicate
how IT response will change when constraints change. You can save the set of constraints in a
reusable scenario that you can run with new data, or change to consider the effect of new
constraints.
The Optimization engine runs scenarios. It can sample historical incident data and generate
‘simulated’ incidents. DecisionCenter moves these simulated incidents through the organization
model that you define, applies the impact rules that you define, and aggregates the impact of these
defined operational constraints:
• Timeframe
• Staff allocation
• Service Level Objectives
• Changes to business services
The simulation result set appears in a report format. You can:
• Customize the views by selecting different combinations of simulation scenarios, measures, and
ranking.
• Run a simulation to project impact when the constraints vary.

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 • Compare the results of one simulation to another to make informed decisions about changing
your IT infrastructure.
• Duplicate a saved simulation scenario, give it a unique name, and edit the associated values to
simplify creating a new simulation scenario.

Universe
When you run a report, modify an existing one, or create a custom report, you use the data in the
universe.
The universe file contains dimension and measurement objects that map to structures in the
database. Objects represent structures such as columns, tables, and database functions.

Object Icon Description

Dimension Dimensions are non-quantifiable attributes such as Name,

Company, and Location. Typically, this data creates report
sections or shows detail.

Measurement Measurements contain common numeric data. They are

quantifiable attributes that you include in totals, averages, and
other metrics.

You can save the universe as a PDF to create a file with Entity Relationship Diagram (ERD)
information that shows the structure of the database tables. See the Business Objects Designer’s
Guide for more information.

Value center
A value center is that part of your business that provides a product or service to an internal or
external customer. It can be an entire business unit, a cost or profit center, or a functional
department. It is an entity that adds value directly, or indirectly, to your customer community. An
enterprise business service can have multiple associated value centers. A Claims service is an
example of a business service; Claims entry, Claims processing, and Claims arbitration are
examples of value centers that support the Claims business service.
It is easy to see that any revenue producing business unit can be described as a value center.
However, cost centers also affect corporate value. For example, a finance department is a value
center. It does not sell a product to an external customer, but its forecasts, balance sheets, public
statements and other outputs affect the profitability of the enterprise.
IT is another example of a value center. How effectively it meets its Service Level Agreements
obligations affects the performance and profitability of the customers that it serves.

Value centers and the Impact Calculator

A business service supports zero-to-many value centers. A business service incident usually impacts
associated value centers.
A value center can rely on one-to-many business services; however, an incident that affects the
value center may not always affect the associated business service.
• Choose Value center <None> and Business service named_bs when the incident does not affect
the associated value center, but does affect the business service.

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• Choose Value center named_vc and Business service named_bs when the incident affects both
the associated value center and the business service.
• Choose Value center named_vc and Business service<None> when the incident impacts the
value center but not an associated business service.
• You must choose one value center or one business service. You cannot choose Value Center
<None> and Business service<None>

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DecisionCenter administration
Administrators can read the topics in this information plug-in to manage user security for
DecisionCenter.
If you are a new user, the Table of Contents provides a top-down description of available features
and related tasks.
• Click the plus sign (+) to expand parent topics and view the subordinate topics.
• Review the list of topics in sequential order to learn how to use each product feature
successfully.
If you are an experienced user, the Search feature supports a keyword search. You can query the
entire documentation set at once.
1 To search, type a value in the Search field.
2 Click Go.
Related topics
Data
Data warehouse administration
Customization workflow
Connect-It scenario customization
Data warehouse schema customization
Universe customization
Working with the data warehouse
Data warehouse system tables
Security

Data
DecisionCenter needs data to produce results. The DecisionCenter Analytics component mines
existing data to report historical IT metrics. The DecisionCenter Optimization component uses the
same data to produce two results:
• An historical profile of IT performance levels
• A predictive profile of potential performance levels when certain constraints are applied
The Optimization feature depends on what-if scenarios that you construct to determine if your IT
resource allocations are at their optimum level for cost and efficiency.
Related topics
Assignment groups
CMDB role
Date and time considerations
Historical data
Incident-related costs
ITIL considerations
Labor costs
Mapping data warehouse data to DecisionCenter
Pre-processing checklist
Preparing data for DecisionCenter
Sample data
ServiceCenter tables

246
 Assignment groups
An assignment group is a list of users who are responsible for an incident. When an incident opens
or escalates, a notification mechanism alerts the users in the assignment group.
For example, the service desk operator receives a service request to fix a disabled workstation. The
operator creates an incident. The service desk operator assigns the incident to the IT assignment
group. The IT technician determines that the hard drive must be replaced. Because the drive must
be purchased, the technician updates the incident and assigns it to a Materials Management
assignment group for acquisition. If the hard drive purchase is delayed, which impacts closing the
incident in a reasonable amount of time, a pre-defined process can escalate the incident and assign
it to the operations manager for intervention.
Incident category definitions can include a default assignment group for all incidents in that
category. For example, the hardware category can list IT as the assignment group if the IT
department is always the first group to handle hardware incidents.
Related topics
Review assignment groups
How do I change the hourly wage?
Working with assignment groups

Assignment groups and data collection

Uncomplicated outages that do not require re-assignment, escalation, or intervention by multiple
users are the least expensive. Re-assignment and escalation can reflect the complexity of the
incident or the degree of difficulty required to close the incident. DecisionCenter uses re-
assignment as a key indicator for evaluating historical cost and performance.
Historical data contains assignment group information and tracks the number of times incidents
are re-assigned before they close. DecisionCenter applies work schedule data to assignment group
shifts when you construct what-if scenarios.
Related topics
Assignment groups
How do I add an assignment group?

How do I add an assignment group?

New assignment groups cannot influence historical performance. DecisionCenter gathers
assignment group information from incident records and uses it to generate scenario results.
Note: You cannot add assignment groups, Service Level Agreements, or work schedules to your
environment model.
Related topics
Assignment groups
Assignment groups and data collection

CMDB role
The Configuration Management Database (CMDB) contains information about all configuration
items (CIs) in the organization. IT efficiency and effectiveness depends on how well and how
quickly CI outages and incidents are resolved.
In most cases, the CMDB takes advantage of database technology that offers ad hoc query
functionality. A robust CMDB usually contains this CI information:

247
 • Hardware and software CIs (including version numbers)
• Request for Change history
• CI history
• Problem history
• Business service relationships to CIs
ServiceCenter accesses the CMDB to populate incidents and other related records automatically.
Related topics
Data
Assignment groups
Date and time considerations
Historical data
Incident-related costs
ITIL considerations
Labor costs
Mapping data warehouse data to DecisionCenter
Pre-processing checklist
Preparing data for DecisionCenter
Sample data
ServiceCenter tables

Date and time considerations

There are certain DecisionCenter processes that reference dates and time zones. ServiceCenter
uses time zone information for:
• Work schedules
• Alerts
• Service Level Agreements (SLAs) and service contracts
DecisionCenter evaluates data with dates that occur only within a specified time interval. The
creation date of an incident record is the date associated with the record. When you configure
scenarios, you can choose the month and year when the scenario begins, and the duration of the
scenario, up to a year. DecisionCenter limits simulation and optimization scenarios to one year of
data.
Related topics
Data
Assignment groups
CMDB role
Date and time considerations
Historical data
Incident-related costs
ITIL considerations
Labor costs
Mapping data warehouse data to DecisionCenter
Pre-processing checklist
Preparing data for DecisionCenter
Sample data
ServiceCenter tables

Historical data
DecisionCenter relies on historical data that you export from ServiceCenter, transform, and load
into the DecisionCenter data warehouse. All ServiceCenter tables are not required. You need to
248
 extract only the relevant ServiceCenter tables that contain information about incidents and the
activities required to track and close them.
Related topics
Data
Assignment groups
CMDB role
Date and time considerations
Incident-related costs
ITIL considerations
Labor costs
Mapping data warehouse data to DecisionCenter
Pre-processing checklist
Preparing data for DecisionCenter
Sample data
ServiceCenter tables

Incident-related costs
There is a business cost associated with each incident assigned to IT. The costs vary, depending on
how complex the incident is to resolve. These variables can increase or decrease the cost to close an
incident:
• Associated business services
• Availability or response Service Level Objectives
• Impact type
• Impact scope
• Staffing (labor costs)
• Timeframe (schedule)
Related topics
Data
Assignment groups
CMDB role
Date and time considerations
Historical data
ITIL considerations
Labor costs
Mapping data warehouse data to DecisionCenter
Pre-processing checklist
Preparing data for DecisionCenter
Sample data
ServiceCenter tables

ITIL considerations
The maturity of an IT organization depends on the quality of IT service delivery. IT Infrastructure
Library (ITIL) standards advocate a growth model that transforms the organization each time the
organization reaches a new stage. DecisionCenter works well for organizations that have relatively
mature ITIL-compliant processes for:
• Service management
• Service delivery
• Service enablement

249
 • Service support
This maturity implies that there is a robust Configuration Management Database and that the
organization adheres to ITIL best practices for each of these processes.
Related topics
Data
Assignment groups
CMDB role
Date and time considerations
Historical data
Incident-related costs
Labor costs
Mapping data warehouse data to DecisionCenter
Pre-processing checklist
Preparing data for DecisionCenter
Sample data
ServiceCenter tables

Labor costs
Labor costs are that part of the annual budget devoted to the number of employees in assignment
groups. Assignment groups manage an incident from inception to closure. DecisionCenter
calculates labor cost by mapping an individual technician to a prototypical full-time equivalent
(FTE) who represents a typical employee in any assignment group. The labor cost attributed to the
FTE is an average of the collective cost of assignment group employees. As an incident progresses
toward closure, assignments usually change, depending on the skills required to resolve and close
the incident.
When a technician is not working on an incident, the organization continues to incur a labor cost
for the idle time; therefore, there must be a balance between the number of employees and SLO
achievement goals. If there are aggressive availability and response time constraints, the pool of
employees might need to be larger or to have advanced technical skills. These requirements
escalate labor costs.
Historical scenarios calculate historical labor costs. Simulation scenarios project labor costs when
constraints vary, such as increased (or decreased) staffing or changes to availability and response
targets. Optimization scenarios show how potential labor costs will impact performance goals.
Related topics
Data
Assignment groups
CMDB role
Date and time considerations
Historical data
Incident-related costs
ITIL considerations
Mapping data warehouse data to DecisionCenter
Pre-processing checklist
Preparing data for DecisionCenter
Sample data
ServiceCenter tables

Mapping data warehouse data to DecisionCenter

DecisionCenter requires a series of steps to transform ServiceCenter data into DecisionCenter data:
• Import ServiceCenter data into a data warehouse using HP Connect-It.
• Populate new tables that require a query or mapping to extract the right data.
250
 • Export data warehouse data into the DecisionCenter Optimization schema using HP Connect-
It.
For more information about the ServiceCenter source tables, data warehouse tables, the
Optimization tables, and the data mining steps, see the DecisionCenter Installation Guide.
Related topics
Data
Assignment groups
CMDB role
Date and time considerations
Historical data
Incident-related costs
ITIL considerations
Labor costs
Pre-processing checklist
Preparing data for DecisionCenter
Sample data
ServiceCenter tables

Mapping the bizservice table

Mapping the cigroup table
Mapping the cirelationship table

Mapping Request Management tables

The Request Management tables store information about service and asset requests. By default,
the ocmq, ocml, and ApprovalLog (request – ApprovalLog) produced documents related to request
management are checked in the ServiceCenter connector.

The related mapping documents in the Mapping (RM – Request) connector also are checked. Make
sure that you do not check any mappings in the catalog connector because the two connectors
cannot run at the same time.
Note: INCIDENT_D is an existing table that has additional fields to support the catalog.

ETL data workflows

The Extract, Transform, and Load (ETL) process maps four HP ServiceCenter Request
Management tables to the DecisionCenter data warehouse tables.

251
 The following layout shows how DecisionCenter directly maps the incidents table to the
INCIDENT_D table.

ServiceCenter table: incidents Data warehouse table: INCIDENT_D

Maximum character
Column name Data type Column name Data type length

approval.status APPROVAL_STATUS

APPROVED_COUNT

SVCCART_CARTID

SVCCART_COSTID

The following layout shows how DecisionCenter directly maps the ocmq table to the REQUEST_D
table.

ServiceCenter table: ocmq Data warehouse table: REQUEST_D

Data Maximum
Column name type Column name Data type character length

ALTERNATE_SOURCE_ID

APPROVAL_DURATION float

approval.status APPROVAL_STATUS varchar

APPROVED_COUNT float

APPROVED_TIME datetime

assigned.dept ASSIGNMENT_GROUP varchar 60

close.date CLOSED_TIME datetime

DATA_SOURCE varchar 30

252
ServiceCenter table: ocmq Data warehouse table: REQUEST_D

Data Maximum
Column name type Column name Data type character length

DURATION float

FULFILLMENT_DURATION float

priority PRIORITY varchar

requested.for RECIPIENT varchar 140

number REQUEST_ID varchar 60

requestor.name REQUESTOR varchar 140

SEVERITY varchar 60

status STATUS varchar 60

submit.date SUBMITTED_TIME datetime

sysmodcount SYSMODCOUNT float

sysmodtime SYSMODTIME datetime

sysmoduser SYSMODUSER varchar

total.cost TOTAL_COST float

update.date UPDATED_TIME datetime

253
 The following layout shows how DecisionCenter directly maps the ocml table to the REQLINE_D
table.

ServiceCenter table: ocml Data warehouse table: REQLINE_D

Column name Data type Column name Data type Maximum character length

CATALOG_ID varchar 60

DATA_SOURCE datetime

unit.cost ITEM_COST float

status ITEM_STATUS varchar 60

category LINE_ITEM_CATEGORY varchar 140

LINE_ITEM_ID varchar

part.desc LINE_ITEM_NAME varchar 140

phase.num PHASE_NUMBER float

phase.num PHASE_NUMBER_KEY varchar

quantity QUANTITY float

ocmq.requested.for RECIPIENT varchar 140

requested.for RECIPIENT varchar 140

REQUEST_DURATION float 60

ocmq.number REQUEST_ID varchar 60

ocmq.requestor.name REQUESTOR varchar 140

SLA_BREACHED_COUNT float

submit.date SUBMITTED_TIME datetime

254
ServiceCenter table: ocml Data warehouse table: REQLINE_D

Column name Data type Column name Data type Maximum character length

sysmodcount SYSMODCOUNT float

sysmodtime SYSMODTIME datetime

sysmoduser SYSMODUSER varchar

The following layout shows how DecisionCenter directly maps the ApprovalLog table to the
REQ_APPROVALLOG table.

ServiceCenter table: ApprovalLog Data warehouse table: REQ_APPROVALLOG

Data Maximum character

Column name Data type Column name type length

counter COUNTER varchar 60

file.name FILE_NAME varchar

DATA_SOURCE varchar 140

unique.key REQUEST_ID varchar 60

group APPROVER_GROUP varchar 140

name APPROVER_NAME varchar 60

APPROVAL_START_TIME datetime 1

date APPROVAL_END_TIME datetime 140

APPROVAL_DURATION float 60

Related topics
Mapping data warehouse data to DecisionCenter
Mapping Service Catalog tables

255
 Mapping Service Catalog tables
The Service Catalog tables store information about service and asset requests. By default, the
produced documents in the ServiceCenter connector related to Service Catalog are unchecked. The
mapping documents in the Mapping (RM – Catalog) connector also are not checked. Make sure that
you clear any mappings in the request connector and place check marks in the mappings of the
catalog connector. The two connectors cannot run at the same time.

To enable requests from ServiceCatalog:

1 Clear the ocmq, ocml, and ApprovalLog (request – ApprovalLog) produced documents related
to request management in the ServiceCenter connector.
2 Clear the related mapping documents in the Mapping (RM – Request) connector.
3 Check the svcCart, svcCartItem, ApprovalLog (category – ApprovalLog), and svcCatalog
produced documents related to ServiceCatalog in the ServiceCenter connector.

4 Check the related mapping documents in the Mapping (RM - Catalog) connector.

ETL data workflows

The Extract, Transform, and Load (ETL) process maps the ServiceCenter Service Catalog tables to
the DecisionCenter data warehouse tables.
The following layout shows how DecisionCenter directly maps the svcCart table to the
REQUEST_D table.

ServiceCenter table: svcCart Data warehouse table: REQUEST_D

Data Data Maximum

Column name type Column name type character length

cartId ALTERNATE_SOURCE_ID

APPROVAL_DURATION float

interaction.'approval.status' APPROVAL_STATUS varchar

APPROVED_COUNT float

APPROVED_TIME datetime

256
ServiceCenter table: svcCart Data warehouse table: REQUEST_D

Data Data Maximum

Column name type Column name type character length

interaction.assignment.assignment ASSIGNMENT_GROUP varchar 60

interaction.'close.time' CLOSED_TIME datetime

DATA_SOURCE varchar 30

DURATION float

FULFILLMENT_DURATION float

interaction.'priority.code' PRIORITY varchar

interaction.'contact.name' RECIPIENT varchar 140

sdId REQUEST_ID varchar 60

interaction.'callback.contact' REQUESTOR varchar 140

interaction.severity SEVERITY varchar 60

interaction.open STATUS varchar 60

interaction.'open.time' SUBMITTED_TIME datetime

interaction.sysmodcount SYSMODCOUNT float

interaction.sysmodtime SYSMODTIME datetime

interaction.sysmoduser SYSMODUSER varchar

cost TOTAL_COST float

interaction.'update.time' UPDATED_TIME datetime

257
 The following layout shows how DecisionCenter directly maps the svcCart table to the
BISVCCART_D table.

ServiceCenter table: svcCart Data warehouse table: BISVCCART_D

Column name Data type Column name Data type Maximum character length

cartId REQUEST_ID

sysmodcount SYSMODCOUNT float

sysmodtime SYSMODTIME datetime

sysmoduser SYSMODUSER varchar

The following layout shows how DecisionCenter directly maps the svcCartItem table to the
REQLINE_D table.

ServiceCenter table: svcCartItem Data warehouse table: REQLINE_D

Data Data Maximum character

Column name type Column name type length

svcCatalogId CATALOG_ID varchar 60

DATA_SOURCE datetime

cost ITEM_COST float

status ITEM_STATUS varchar 60

svcCatalog.parent LINE_ITEM_CATEGORY varchar 140

cartItemId LINE_ITEM_ID varchar

item.description LINE_ITEM_NAME varchar 140

cartItemId PHASE_NUMBER float

258
ServiceCenter table: svcCartItem Data warehouse table: REQLINE_D

Data Data Maximum character

Column name type Column name type length

cartItemId PHASE_NUMBER_KEY varchar

quantity QUANTITY float

requested.for RECIPIENT varchar 140

requested.for RECIPIENT varchar 140

REQUEST_DURATION float

sdId REQUEST_ID varchar 60

requested.by REQUESTOR varchar 140

sla.breach SLA_BREACHED_COUNT float

request.time SUBMITTED_TIME datetime

sysmodcount SYSMODCOUNT float

sysmodtime SYSMODTIME datetime

sysmoduser SYSMODUSER varchar

APPROVAL_DURATION

FULFILLMENT_DURATION

259
 The following layout shows how DecisionCenter directly maps the svcCartItem table to the
BISVCCARTITEM_D table.

ServiceCenter table: svcCartItem Data warehouse table: BISVCCARTITEM_D

Column name Data type Column name Data type Maximum character length

cartItemId PHASE_NUMBER

cartItemId PHASE_NUMBER_KEY

sysmodtime SYSMODTIME datetime

sysmoduser SYSMODUSER varchar

sysmodcount SYSMODCOUNT

The following layout shows how DecisionCenter directly maps the ApprovalLog table to the
REQ_APPROVALLOG table.

ServiceCenter table: ApprovalLog Data warehouse table: REQ_APPROVALLOG

Data Maximum character

Column name Data type Column name type length

counter COUNTER varchar 60

file.name FILE_NAME varchar

DATA_SOURCE varchar 140

unique.key REQUEST_ID varchar 60

group APPROVER_GROUP varchar 140

name APPROVER_NAME varchar 60

APPROVAL_START_TIME datetime 1

260
ServiceCenter table: ApprovalLog Data warehouse table: REQ_APPROVALLOG

Data Maximum character

Column name Data type Column name type length

date APPROVAL_END_TIME datetime 140

APPROVAL_DURATION float 60

The following layout shows how DecisionCenter directly maps the svcCatalog table to the
SERVICE_CATALOG table.

ServiceCenter table: svcCatalog Data warehouse table: SERVICE_CATALOG

Column name Data type Column name Data type Maximum character length

active ACTIVE varchar

category.type TYPE varchar

description DESCRIPTION varchar

id ID float

name NAME varchar

non.cart NON_CART varchar

owner OWNER varchar

parent PARENT_CATEGORY varchar

sysmodcount SYSMODCOUNT float

sysmodtime SYSMODTIME datetime

sysmoduser SYSMODUSER varchar

261
Related topics
Mapping data warehouse data to DecisionCenter
Mapping Request Management tables

Mapping the bizservice table

A business service is the combination of one or more business applications plus the supporting
Configuration Items (CI) that enable delivery of the business service to the customer. An Email
service is an example of a business service. The Email business service contains three other
business services: Email A, Email B, and Email C.

ETL data workflows

The Extract, Transform, and Load (ETL) process maps the ServiceCenter bizservice table to the
DecisionCenter data warehouse BIZSERVICE table.

The following layout shows how DecisionCenter directly maps the two tables.

ServiceCenter table: bizservice Data warehouse table: BIZSERVICE

Column name Data type Column name Data type Maximum character length

logical.name character LOGICAL_NAME varchar 60

problem.manager character PROBLEM_MANAGER varchar 60

sysmodcount number SYSMODCOUNT float

sysmoduser character SYSMODUSER varchar 30

sysmodtime date/time SYSMODTIME datetime

Z_RDSACTIVESTATUSIND varchar 1

Z_RDSDELETEDDATE datetime

The rds_etl.xml schema defines the new directMapping table.

<!-- SC 6.2 Support for BIZSERVICE -->

<directMapping name="BIZSERVICE" dataSourceTableName="bizservice" rdsVersion="5.4"
attributeAction="add" parentDimensionTableName="DEVICE">
<directMappingFields>
<directMappingField name="LOGICAL_NAME" type="char" size="60"/>
<directMappingField name="PROBLEM_MANAGER" type="char" size="60"/>
<directMappingField name="SYSMODCOUNT" type="float"/>
<directMappingField name="SYSMODUSER" type="char" size="60"/>

262
 <directMappingField name="SYSMODTIME" type="date"/>
</directMappingFields>
<directMappingIndexes>
<directMappingIndex name="UNIQBIZSERVICE_IDX">
<DirectMappingIndexKey fieldName="LOGICAL_NAME" srcFieldName="''logical.name''" srctype="char"
size="60" seqIndex="1"/>
</directMappingIndex>
<directMappingIndex name="DELBIZSERVICE_IDX">
<DirectMappingIndexKey fieldName="LOGICAL_NAME" srcFieldName="LOGICAL_NAME" srctype="char"
size="60"/>
</directMappingIndex>
</directMappingIndexes>
</directMapping>
Related topics
Mapping data warehouse data to DecisionCenter
Mapping the cigroup table
Mapping the cirelationship table

Mapping the cigroup table

The cigroup table in HP ServiceCenter identifies a list of devices to simplify associating
Configuration Items (CI) from ServiceCenter Change Management, Problem Management, and
Service Level Management. The table stores information about how the CIs are grouped together.
The mapped table allows reporting on CI groups.
The data warehouse mapping includes:
• Generating associations from the top CI group to the bottom leaf CI members.
• Generating relationships between the physical parent CI to children CIs.
• Providing drill-up and drill-down capability from the top CI to leaf CI members.
• Providing accurate Online Analytical Processing (OLAP) drill paths from Change Management,
Problem Management, and Service Level Management.
• Providing the ability to track cigroup history changes.

Staging table

All cigroup records are mapped to the DecisionCenter data warehouse. The ServiceCenter
stage.cigroup RAD application passes the information to the cigroupstage table. The staging table
then maps to the DecisionCenter DEVICEGROUP_D and DEVICEGROUPMAP_D tables.

ETL data workflows

The Extract, Transform, and Load (ETL) process maps the ServiceCenter tables to the
DecisionCenter data warehouse, creating new tables in the data warehouse. The rds_etl.xml
schema defines the new tables and fields, which contain information from ServiceCenter cigroup
and cigroupstage.

Mapping 1 converts the baseline ServiceCenter cigroup array into multiple records in the data
warehouse DEVICEGROUP_D table. Mapping 2 tracks cigroups modtime into

263
 CIGROUPSTAGEMODTIME and CIGROUPSTAGEMODUSER in the data warehouse
DEVICEGROUP_D table.
The DEVICEGROUPMAP_D dimension table gets its information from the ServiceCenter
cigroupstage table.

New tables

The rds_etl.xml schema contains three new tables to support cigroup:

• DEVICEGROUP_D dimension table
• DEVICEGROUPMAP_D dimension table
• DEVICEGROUPMAP_F fact table
When you run data synchronization, the ETL process creates the DEVICEGROUPMAP_F fact
table.
The tables map the following columns:

Table name Columns

DEVICEGROUP_D GROUPNAME
VERSION
CIGROUPSTAGEMODTIME
CIGROUPSTAGEMODUSER

DEVICEGROUPMAP_D TOPCIGROUPNAME
TOPCIVERSION
LEAFMEMBERCI
CIGROUPSTAGEMODTIME
CIGROUPSTAGEMODUSER

DEVICEGROUPMAP_F Z_RDSDEVICEGROUP_DID
Z_RDSDEVICE_DID
EXTRACT_DATETIME_ID
EXIST

The rds_etl.xml schema defines the new tables.

<!-- ==========================================================================
SC6.2 support devicegroup dimension ETL definition
=========================================================================== -->
<dimension name="devicegroup" rdsVersion="5.4" attributeAction="add">
<dimensionTableName>
DEVICEGROUP_D
</dimensionTableName>
<dataSourceTableName>
cigroup
</dataSourceTableName>
<dimensionTableFields>
<dimensionTableField name="GROUPNAME" type="char" size="100"/>

264
 <dimensionTableField name="VERSION" type="char" size="100"/>
<dimensionTableField name="CIGROUPSTAGEMODTIME" type="date"/>
<dimensionTableField name="CIGROUPSTAGEMODUSER" type="char" size="60"/>
</dimensionTableFields>
<uniqueKeys name="devicegroup_unique">
<uniqueKey fieldName="groupname" srcFieldName="''logical.name''" srctype="char" size="100" seqIndex="1"
defaultValue="no match"/>
<uniqueKey fieldName="version" srcFieldName="''baseline.version''.''version.number''" srctype="char"
size="100" seqIndex="2" defaultValue="no match"/>
</uniqueKeys>
<facts/>
<scdKeys/>
<aggregateKeys/>
</dimension>

<!-- ==========================================================================
SC6.2 support devicegroupmap dimension ETL definition
=========================================================================== -->
<dimension name="devicegroupmap" rdsVersion="5.4" attributeAction="add">
<dimensionTableName>
DEVICEGROUPMAP_D
</dimensionTableName>
<dataSourceTableName>
cigroupStage
</dataSourceTableName>
<dimensionTableFields>
<dimensionTableField name="TOPCIGROUPNAME" type="char" size="100"/>
<dimensionTableField name="TOPCIVERSION" type="char" size="100"/>
<dimensionTableField name="LEAFMEMBERCI" type="char" size="100"/>
<dimensionTableField name="CIGROUPSTAGEMODTIME" type="date"/>
<dimensionTableField name="CIGROUPSTAGEMODUSER" type="char" size="60"/>
</dimensionTableFields>
<uniqueKeys name="devicegroupmap_unique">
<uniqueKey fieldName="topcigroupname" srcFieldName="TopCIGroup" srctype="char" size="100" seqIndex="1"
defaultValue="no match"/>
<uniqueKey fieldName="topciversion" srcFieldName="TopCIVersion" srctype="char" size="100" seqIndex="2"
defaultValue="no match"/>
<uniqueKey fieldName="leafmemberci" srcFieldName="LeafMemberCI" srctype="char" size="100" seqIndex="3"
defaultValue="no match"/>
</uniqueKeys>
<facts>
<fact name="DEVICEGROUPMAP_F">
<factKeys>
<factKey name="Z_RDSDEVICEGROUPMAP_DID"/>
<factKey name="Z_RDSDEVICEGROUP_DID" fieldName="TOPCIGROUPNAME" tableName="DEVICEGROUP_D"
matchFieldName="GROUPNAME"/>
<factKey name="Z_RDSDEVICE_DID" fieldName="LEAFMEMBERCI" tableName="DEVICE_D"
matchFieldName="LOGICAL_NAME"/>
<factKey name="EXTRACT_DATETIME_ID" fieldName="CIGROUPSTAGEMODTIME" tableName="RDS_TIMEDIM_D"
matchFieldName="FULLDATE"/>
</factKeys>
<factMeasures>
<factMeasure name="EXIST" srcType="rdsfactless"/>
</factMeasures>
</fact>
</facts>
<scdKeys/>
<aggregateKeys/>
</dimension>

265
Related topics
Mapping data warehouse data to DecisionCenter
Mapping the bizservice table
Mapping the cirelationship table

Mapping the cirelationship table

HP ServiceCenter defines the relationships of the business service and the CIs they contain in the
cirelationship table. This table replaces the ServiceCenter deviceparent table. In addition,
ServiceCenter has a bizservice table that stores the business services.
The cirelationship table contains the following information:
• Relationship Name
• Relationship Type; for example, Physical and Logical
• Relationship Subtype
• Upstream CI (parent CI)
• Downstream CI (children CIs)
The cirelationship table can also contain information that does not involve a business service. For
example, the table can define hardware relationships: Relationship Name=hub001, Relationship
Type=Physical, Relationship Subtype=Connects, Upstream CI=hub001, Downstream CIs=PC1,
PC2, PC3.

Staging tables

All cirelationship records are mapped to the DecisionCenter data warehouse in a two-step process.
In the first mapping, the ServiceCenter stage.cirelationship RAD application passes the
information to the cirelationshipStage table that maps to the data warehouse
CIRELATIONSHIP_D table.
In addition to cirelationship information mapping to CIRELATIONSHIP_D, some of the
information in cirelationship maps to the DEVICEPARENT table. In this second mapping, the data
warehouse manages the hierarchy structure of Business Services to process outages. The
stage.cirelationshipBS RAD application creates the ServiceCenter cirelationshipBSStage.

ETL data workflows

The Extract, Transform, and Load (ETL) process maps the cirelationshipStage table to the
DecisionCenter data warehouse CIRELATIONSHIP_D table.

266
 The following layout shows how DecisionCenter maps the two tables.

ServiceCenter table: cirelationshipStage Data warehouse table: CIRELATIONSHIP_D

Maximum
Data Data character
Column name type Comments Column name type length

PhysicalParentCI character From cirelationship PARENTCI varchar 100

logical.name field

ChildCI character From cirelationship CHILDCI varchar 100

related.cis array

CIRelationshipName character From cirelationship CIRELATIONSHIPNAME varchar 100

relationship.name
field

CIRelationshipType character From cirelationship CIRELATIONSHIPTYPE varchar 100

relationship.type
field

CIRelationshipSubtype character From cirelationship CIRELATIONSHIPSUBTYPE varchar 100

relationship.subtype
field

sysmodtime date/time CIRELATIONSHIPSTAGEMODTIME datetime

sysmoduser character From cirelationship CIRELATIONSHIPSTAGEMODUSER varchar 60

logical.name field

outage.dependency logical From cirelationship OUTAGE_DEPENDENCY varchar 10

outage.dependency
field

outage.threshold number From cirelationship OUTAGE_THRESHOLD float

outage.threshold
field

Z_ETLSTATUS varchar 10

Z_RDSCIRELATIONSHIP_DID numeric

Z_RDSTRANSENDDATE datetime

267
ServiceCenter table: cirelationshipStage Data warehouse table: CIRELATIONSHIP_D

Maximum
Data Data character
Column name type Comments Column name type length

Z_RDSTRANSLASTIND varchar 1

Z_RDSACTIVESTATUSIND varchar 1

Z_RDSTRANSDELETEDATE datetime

Z_RDSTRANSCREATEDATE datetime

Z_RDSTRANSLASTMODDATE datetime

The ETL process maps the cirelationshipBSStage table to the DecisionCenter data warehouse
DEVICEPARENT table.

ServiceCenter table: cirelationshipBSStage Data warehouse table: DEVICEPARENT

Maximum
Data Data character
Column name type Comments Column name type length

parentCI character From cirelationship PARENT varchar 50

logical.name field

childCI character From cirelationship LOGICAL _NAME varchar 60

related.cis array

nbrLvl * character Computed by the RELATIONSHIP varchar 50

stage.cirelationshipBS
RAD application

outage.threshold number From cirelationship PORT_NO float

outage.threshold field

sysmodtime date/time SYSMODTIME datetime

sysmoduser character SYSMODUSER varchar 30

268
ServiceCenter table: cirelationshipBSStage Data warehouse table: DEVICEPARENT

Maximum
Data Data character
Column name type Comments Column name type length

SYSMODCOUNT float

Z_RDSACTIVESTATUSIND varchar 1

Z_RDSDELETEDDATE datetime

The rds_etl.xml schema defines the new table.

<!-- ==========================================================================
SC6.2 support cirelationship dimension ETL definition
=========================================================================== -->
<dimension name="cirelationship" rdsVersion="5.4" attributeAction="add">
<dimensionTableName>
CIRELATIONSHIP_D
</dimensionTableName>
<dataSourceTableName>
cirelationshipStage
</dataSourceTableName>
<dimensionTableFields>
<dimensionTableField name="PARENTCI" type="char" size="100"/>
<dimensionTableField name="CHILDCI" type="char" size="100"/>
<dimensionTableField name="CIRELATIONSHIPNAME" type="char" size="100"/>
<dimensionTableField name="CIRELATIONSHIPTYPE" type="char" size="100"/>
<dimensionTableField name="CIRELATIONSHIPSUBTYPE" type="char" size="100"/>
<dimensionTableField name="CIRELATIONSHIPSTAGEMODTIME" type="date"/>
<dimensionTableField name="CIRELATIONSHIPSTAGEMODUSER" type="char" size="60"/>
<dimensionTableField name="OUTAGE_DEPENDENCY" type="char" size="1"/>
<dimensionTableField name="OUTAGE_THRESHOLD" type="float"/>
</dimensionTableFields>
<uniqueKeys name="cirelationship_unique">
<uniqueKey fieldName="cirelationshipname" srcFieldName="CIRelationshipName" srctype="char" size="100"
seqIndex="1" defaultValue="no match"/>
<uniqueKey fieldName="parentci" srcFieldName="PhysicalParentCI" srctype="char" size="100" seqIndex="2"
defaultValue="no match"/>
<uniqueKey fieldName="childci" srcFieldName="ChildCI" srctype="char" size="100" seqIndex="3"
defaultValue="no match"/>
</uniqueKeys>
<facts/>
<scdKeys/>
<aggregateKeys/>
</dimension>
</dimensions>

Outage dependencies

The cirelationship table is important when identifying outages and their impact on business
services. A CI relationship can define outage dependency and outage threshold.

269
 The outage dependency field indicates whether there is an outage dependency in the relationship. If
so, the outage threshold indicates the number of downstream (children) CIs must be unavailable to
cause an outage on the immediate upstream (parent) CI.
Related topics
Mapping data warehouse data to DecisionCenter
Mapping the bizservice table
Mapping the cigroup table

Pre-processing checklist
The out-of-box version of DecisionCenter relies on ServiceCenter or Service Manager data; however,
this data requires some cleansing and customization before DecisionCenter can process the data.
Required skills include knowledge of SQL, data mining techniques, and HP Connect-It.
The Data Mining tool that is part of the Business Impact Analysis (BIA) tier can assist in
extracting some of the required information and populating (BIA) PREP tables. In some cases, you
may require assistance from HP Professional Services.
Use this table to plan your data preparation steps. Follow the required steps in sequence. For more
information, see the DecisionCenter Installation Guide.

Required
Task Required? Method skills Notes

Import basic incident data into a Yes Connect-It HP Connect-It

DecisionCenter data warehouse. knowledge.

Create a list of business services. Yes Use Business This is a business

ServiceCenter knowledge; decision.
Client to create ServiceCenter
business services knowledge.
as devices,
identified by the
bizservice type.
Define their
relationship with
other devices.

270
 Required
Task Required? Method skills Notes

Create a list of value centers. Yes Option 1: Use Business This is a business
ServiceCenter to knowledge; decision. There is no
create the value ServiceCenter historical
centers as knowledge or significance for
departments. database value centers unless
Make sure that knowledge; ETL you associate
the departments knowledge. incident records
are correctly with these value
associated with centers.
the incidents and
the business
services.

Option 2: Create
your own value
center table; find
a way to
associate the
value centers to
the incidents and
the business
services. This can
do this in
ServiceCenter or
directly in the
data warehouse.
This option
requires a good
deal of
customization on
the ETL tool as
well.

Identify a date that is the data set Yes Business This is a business
starting point. knowledge; decision.
SQL/Data
analysis
knowledge.

Populate the Yes Use the Data Business Know about the
PREP_ASSIGNMENT_GROUP table Mining tool knowledge. history of
with a list of assignment groups . (template SQL assignment group
scripts). reorganizations that
occurred during the
period to be
analyzed.

271
 Required
Task Required? Method skills Notes

Populate the Yes Use the Data Business DecisionCenter

PREP_ASSIGNMENT_SHIFT table. Mining tool knowledge. Run needs to know the
(template SQL a SQL query of shifts in which
scripts). Use the people work in the
database tools to ASSIGNMENT different assignment
create new table. groups. Each shift is
assignment shift identified by its
records. assignment group,
its work schedule
(record in the
CALDUTYHOUR
table), and its time
zone.

Populate the PREP_OPERATOR Yes Use the Data Business Know how the
table with a list of valid operators . Mining tool knowledge; operators are used
(template SQL ServiceCenter in your
scripts). knowledge. ServiceCenter
instance so as to
find multiple
operators associated
with one person,
operators
corresponding to
automated
processes, and so on.

Populate the Yes Use the Data Run a Java May require
PREP_ASSIGNMENT_TRANSITION Mining tool. utility. Professional
table. Services, third-party
utilities, or a
combination of both.

Populate the PREP_BS_CI table. Yes Use the Data Run a SQL Creates
Mining tool query. relationships
(template SQL between the
scripts). business service and
the configuration
items that support
the business service.
If the CI
dependencies are
configured correctly
in ServiceCenter,
the relationships are
inferred
automatically.

272
 Required
Task Required? Method skills Notes

Import new tables and data mining Yes Connect-It HP Connect-It The data warehouse
information into the same knowledge. will have all the
DecisionCenter data warehouse. information
required to run
impact calculations
and optimization
scenarios.

Related topics
Data
Assignment groups
CMDB role
Date and time considerations
Historical data
Incident-related costs
ITIL considerations
Labor costs
Mapping data warehouse data to DecisionCenter
Preparing data for DecisionCenter
Sample data
ServiceCenter tables

Preparing data for DecisionCenter

DecisionCenter relies on incident data. Incidents are the primary input that drive IT efficiency and
effectiveness metrics. Incident data usually contains a lot of details about the outage, configuration
items, alerts, Service Level Objectives, and so on. Before you can use DecisionCenter effectively,
you must review the baseline data to ensure that it will provide the information that
DecisionCenter uses. For example, the data must reside in a supported relational data store.
Review the pre-processing checklist and ensure that your data meets the requirements. You may
need to consult HP Professional Services if you need assistance preparing the data.
Related topics
Data
Assignment groups
CMDB role
Date and time considerations
Historical data
Incident-related costs
ITIL considerations
Labor costs
Mapping data warehouse data to DecisionCenter
Pre-processing checklist
Preparing data for DecisionCenter
Sample data
ServiceCenter tables

273
 Sample data
DecisionCenter has out-of-box sample data that helps you understand the relationships among
DecisionCenter components and how to configure your optimization scenarios. As you become
skilled at using DecisionCenter with your own data, you can delete the sample data.
Related topics
Data
Assignment groups
CMDB role
Date and time considerations
Historical data
Incident-related costs
ITIL considerations
Labor costs
Mapping data warehouse data to DecisionCenter
Pre-processing checklist
Preparing data for DecisionCenter
ServiceCenter tables

ServiceCenter tables
DecisionCenter requires data mapping from a number of ServiceCenter tables. Most of the required
mapping is accomplished using HP Connect-It scenarios. Some business decisions will determine
where you obtain the data to be mapped. Ensure that you understand and complete all the data
mapping tasks described in the DecisionCenter Installation Guide. You can also find a complete list
of the required ServiceCenter tables and the target data warehouse and Optimization tables in the
DecisionCenter Installation Guide.
Related topics
Data
Assignment groups
CMDB role
Date and time considerations
Historical data
Incident-related costs
ITIL considerations
Labor costs
Mapping data warehouse data to DecisionCenter
Pre-processing checklist
Preparing data for DecisionCenter
Sample data

Administration troubleshooting
DecisionCenter relies on third-party software for operating systems, application and Web servers,
and database servers. see the documentation that is specific to your organization’s deployment.
You can deploy DecisionCenter in any environment that the compatibility matrix supports. For
more information, see the DecisionCenter Support Matrix (http://support.openview.hp.com/). From
Reference info, click Support matrices.
Most of the support areas require that you register as an HP Passport user and sign in. Many also
require an active support contract. To register for an HP Passport ID, go to the HP Passport
Registration web site (http://www.managementsoftware.hp.com/passport-registration.html).

274
 Some general troubleshooting guidelines are valid for all deployments.
• Verify that your operating system, application server, web server, and database server are
compatible with the support matrix.
• If the web server is not responding, validate the network connections and make sure that there
are no port conflicts.
• Ensure that the ServiceCenter server Auth code and port setting are set correctly.
DecisionCenter produces two log files that you can access to troubleshoot errors. The best practice
is to install the application and Optimization engine on different servers to ensure that the logs
remain separate.
The DecisionCenter application log is in this location on the Tomcat server:
\\…\WINDOWS\system32\dc.log
The DecisionCenter Optimization engine log are is in this location on the Optimization engine
server:
\\…\HP\DecisionCenter 2.00\Optimization\bin\dc.log
When troubleshooting problems with Business Objects components, see the Business Objects
documentation. If the Business Objects Central Management Server (CMS) stops responding when
using DecisionCenter, unexpected behavior may occur when the server restarts; for example,
incorrect screens may display when trying to open a report. To avoid potential problems, do the
following:
1 Log off DecisionCenter.
2 Close the browser.
3 Open a new browser.
4 Log onto DecisionCenter.

Data warehouse administration

Administrators can customize the data warehouse by editing the data warehouse schema, Connect-
It scenario, and the universe.
If you are a new user, the Table of Contents provides a top-down description of available features
and related tasks.
1 Click the plus sign (+) to expand parent topics and view the subordinate topics.
2 Review the list of topics in sequential order to learn how to use each product feature
successfully.
If you are an experienced user, the Search feature supports a keyword search. You can query the
entire documentation set at once.
1 To search, type a value in the Search field.
2 Click Go.
Related topics
Overview: Data warehouse
Schema description
Basic tasks: Data warehouse
Synchronization
Configuring the connectors

275
 Overview: Data warehouse
The data warehouse is a repository of integrated information that is available for queries and
analysis and includes Extract, Transform, and Load (ETL) processes and metadata.
Some advantages of the data warehouse include:
• Reduced reporting pressure on the database
• Ability for administrators to restructure data to speed up data analysis and reporting
capabilities
• Ease of use in generating new reports
• Ability for administrators to create clean data that does not require wholesale changes to the
ServiceCenter or AssetCenter transactional system or business processes
• Ability to use hierarchy analysis
• Ability to use aggregate tables for better performance
• Availability of historical analysis by providing a data source that supports a longer span of time
Related topics
Data warehouse administration
Design
Naming conventions
Overview: Metadata
Data warehouse schema
Extract, Transform, Load mapping information
Data warehouse universe

276
 Design
The data warehouse uses dimensional modeling to present data in a standard framework that is
intuitive and allows for high performance access. It is extendable and provides easy management of
aggregates.
The data warehouse defines tables based on the following categories.

Table category Description

Dimension HP Connect-It maps most dimension table fields directly from ServiceCenter and
AssetCenter tables. Dimension tables add additional data warehouse Extract,
Transform, and Load (ETL) attributes.

Tables that include historical or time-associated data can be dimension tables.

You can use dimension tables as search criteria for multiple ServiceCenter and
AssetCenter reporting modules.

Each dimension table has the Z_RDS(tablename)ID system key. The surrogate
keys allow the data warehouse to:
• Assign a new key version for Slowly Changing Dimensions.
• Encode uncertain, not known, not recorded, and null record types.
To adhere to best practices, base every join between dimension and fact tables on
surrogate keys.

Fact Fact tables are the data warehouse tables created for measurements for the
associated dimension tables that the reporting modules use.

Associate You can use associate tables to bridge dimension tables in the data warehouse.
They can normalize many-to-many relationships and prevent data inaccuracies
caused by ambiguous joins.

Direct mapping You can use ServiceCenter and AssetCenter transaction tables for detail
reporting and as search criteria. These tables directly map from ServiceCenter
and AssetCenter into the data warehouse.

Aggregate You can summarize your data more quickly by grouping the measures on common
sort fields.

Hierarchy In ServiceCenter, hierarchy tables contain fields to create parent-child

relationships between records.

AssetCenter builds hierarchy tables from the fullpath field in structured data.

The maximum hierarchy level is 10.

277
Table category Description

System System tables track the data warehouse schema metadata, user security, ETL
process status, and time dimension. All system table names, except
BIRECORDDELETE, begin with RDS_.

Table category Description

Dimension HP Connect-It maps most dimension table fields directly from ServiceCenter and
AssetCenter tables. Dimension tables add additional data warehouse Extract,
Transform, and Load (ETL) attributes.

Tables that include historical or time-associated data can be dimension tables.

You can use dimension tables as search criteria for multiple ServiceCenter and
AssetCenter reporting modules.

Each dimension table has the Z_RDS(tablename)ID system key. The surrogate
keys allow the data warehouse to:
• Assign a new key version for Slowly Changing Dimensions.
• Encode uncertain, not known, not recorded, and null record types.
To adhere to best practices, base every join between dimension and fact tables on
surrogate keys.

Fact Fact tables are the data warehouse tables created for measurements for the
associated dimension tables that the reporting modules use.

Associate You can use associate tables to bridge dimension tables in the data warehouse.
They can normalize many-to-many relationships and prevent data inaccuracies
caused by ambiguous joins.

Direct mapping You can use ServiceCenter and AssetCenter transaction tables for detail
reporting and as search criteria. These tables directly map from ServiceCenter
and AssetCenter into the data warehouse.

Aggregate You can summarize your data more quickly by grouping the measures on common
sort fields.

Hierarchy In ServiceCenter, hierarchy tables contain fields to create parent-child

relationships between records.

AssetCenter builds hierarchy tables from the fullpath field in structured data.

The maximum hierarchy level is 10.

278
Table category Description

System System tables track the data warehouse schema metadata, user security, ETL
process status, and time dimension. All system table names, except
BIRECORDDELETE, begin with RDS_.

Related topics
Overview: Data warehouse
Naming conventions
Overview: Metadata
Data warehouse schema
Extract, Transform, Load mapping information
Data warehouse universe

Naming conventions
Data warehouse tables use consistent naming conventions.
• Dimension table names end with _D and have a maximum length of 18 characters. The primary
key for a dimension table is Z_RDSXXX_DID.
• Dimension table names use the first 15 characters from the original source table names without
the S.
• Fact table names end with _F.
• Measurement names for fact tables do not use the count character.
• Aggregate table names end with _AGG.
• Associate or bridge table names use the first eight characters from the two associated table
names with an underscore (_) as the separator.
• Direct mapping table names use the same name as the source name.
• The underscore (_) character replaces the dot (.) character when converting ServiceCenter and
AssetCenter field names to data warehouse field names. For example, parent.name becomes
parent_name.
• The maximum Direct Mapping Indexes length is 18 characters.
• Data warehouse system table names begin with RDS_.
Related topics
Overview: Data warehouse
Design
Overview: Metadata
Data warehouse schema
Extract, Transform, Load mapping information
Data warehouse universe

279
 Overview: Metadata
Data warehouse metadata consists of the schema, the Extract, Load, and Transform (ETL) process,
and the semantic layer (universe).

Data type Description

Schema The rds_*etl.xml file provides the schema data. The

rds_etl.xsd file defines the XML schema syntax. These files
are in the conf directory of the data warehouse installation:
\\…\HP\DecisionCenter 2.00\ITPA-SM.

ETL mapping The HP Connect-It rds_*.scn scenarios describe the ETL

information mapping. You can use the Connect-It Scenario Builder to view
the scenario files.

Universe You can use the Business Objects Designer tool to develop the
data warehouse universe. You can view the object definitions,
which determine how to map the fields of data warehouse
tables. You can save the universe file as a PDF document
with the Designer tool.

Related topics
Overview: Data warehouse
Design
Naming conventions
Data warehouse schema
Extract, Transform, Load mapping information
Data warehouse universe

Data warehouse schema

The files that define the schema data and schema syntax are in the conf directory of the data
warehouse installation: \\…\HP\DecisionCenter 2.00\ITPA-SM.

File Description

rds_etl.xml Provides the data warehouse ServiceCenter schema data.

rdsac_etl.xml Provides the data warehouse AssetCenter schema data.

rds_etl.xsd Defines the XML schema syntax.

Related topics
Overview: Data warehouse
Design

280
Naming conventions
Overview: Metadata
Extract, Transform, Load mapping information
Data warehouse universe

Extract, Transform, Load mapping information

The HP Connect-It rds_sc.scn scenario describes the metadata for Extract, Transform, and
Load (ETL) mapping information.
The scenario is in the /cit folder of the data warehouse installation directory.
You can use the Connect-It Scenario Builder to:
• View the scenario.
• Edit the mapping.
• Review the ETL mapping information.
Related topics
Overview: Data warehouse

Design
Naming conventions
Overview: Metadata
Data warehouse schema
Data warehouse universe

Data warehouse universe

The universe stores information in the data warehouse database. When you run a report, modify an
existing one, or create a custom report, you use the metadata in the universe. The universe is in the
Business Intelligence Archive Resource (BIAR) file that you import from the data warehouse
installation CD.
You can use the Business Objects (BO) designer tool to:
• Develop the universe.
• View the object definitions.
• Determine how to map the data warehouse table fields.
• Create a universe metadata PDF file.
When you save the universe as a PDF, you create a file with Entity Relationship Diagram (ERD)
information that shows the structure of the database tables. See the Business Objects Designer's
Guide for more information.
Related topics
Overview: Data warehouse
Design
Naming conventions
Overview: Metadata
Data warehouse schema
Extract, Transform, Load mapping information

281
 Schema description
The schema defined in the RDS_*etl.xml file uses the XML schema in rds_etl.xsd. It is the basis for
the data warehouse database. These two files are in the conf directory of the data warehouse
installation: \\…\HP\DecisionCenter 2.00\ITPA-SM.
The following table definitions organize the data warehouse schema in sequential order:
• Dimension table schema (including Fact and Aggregate schemas)
• Associate table schema
• Hierarchy table schema
• Direct mapping table schema
The data warehouse schema uses the following XML syntax.

<rds>
<dimensions/>
<associates/>
<hierarchies/>
<directmappings/>
</rds>
Related topics
Data warehouse administration
Dimension table schema
Fact table schema
Associate table schema
Hierarchy table schema
Direct mapping table schema
Slowly changing dimension keys schema
Aggregate keys schema
Dimension table system keys
RDSInitRun Command

Dimension table schema

Dimension tables belong to the dimensions root element. You can have one or more dimension table
definitions under this root element. Each dimension table definition has a dimension element
name.
A dimension table definition contains the following information.

Attribute type Description

Required Dimension table name

Data source table name
List of field definitions
List of unique key definitions

Optional List of fact table definitions

List of SCD key definitions
List of aggregate key definitions

282
The definition section in rds_etl.xsd uses a detailed XML schema that illustrates a complex
dimension table schema .
The following code shows the data warehouse schema definition for the ServiceCenter Device table.

<!-- Device inventory dimension ETL definition -->

<dimension name="DEVICE" >
<dimensionTableName>DEVICE_D</dimensionTableName>
<dataSourceTableName>device</dataSourceTableName>
<dimensionTableFields>
<dimensionTableField name="logical_name" type="char" size="60"/>
<dimensionTableField name="vendor" type="char" size="60"/>
...
<dimensionTableField name="comments" type="long"/>
<!-- !!! SC 5.1 renamed attributes -->
<dimensionTableField name="cost_center" type="char" size="60"/>
<!-- !!! SC 5.1 new attributes -->
<dimensionTableField name="assignment" type="char" size="60"/>
<dimensionTableField name="port_desc" type="long"/>
...
</dimensionTableFields>
<uniqueKeys name="device_unique">
<uniqueKey fieldName="logical_name"
srcFieldName="‘‘logical.name’’"
srctype="char" size="60" defaultValue="no match"/>
</uniqueKeys>
<facts>
<fact name="DEVICE_F">
<factKeys>
<factKey name="Z_RDSDEVICE_DID"/>
<factKey name="Z_RDSCONTACT_DID" fieldName="CONTACT_NAME"
tableName="CONTACT_D" matchFieldName="CONTACT_NAME"/>
<factKey name="Z_RDSLOCATION_DID" fieldName="LOCATION"
tableName="LOCATION_D" matchFieldName="LOCATION"/>
<factKey name="Z_RDSMODEL_DID" fieldName="part_no"
tableName="MODEL_D" matchFieldName="part_no"/>
<factKey name="Z_RDSVENDOR_DID" fieldName="VENDOR"
tableName="VENDOR_D" matchFieldName="VENDOR"/>
<factKey name="z_rdscompany_did" fieldName="COMPANY"
tableName="COMPANY_D" matchFieldName="COMPANY"/>
<factKey name="z_rdsdept_did" fieldName="dept"
tableName="DEPT_D"
matchFieldName="DEPT"/>
<factKey name="install_dateID" fieldName="install_date"
tableName="RDS_TIMEDIM_D" matchFieldName="FULLDATE"/>
<factKey name="last_scanID" fieldName="last_scan"
tableName="RDS_TIMEDIM_D" matchFieldName="FULLDATE"/>
</factKeys>
<factMeasures>
<!-- !!! Don’t use count in measurement names if it is possible, because
BO E6 bugs !!! -->
<factMeasure name="pcount" srcType="src"/>
<factMeasure name="total_downtime" srcType="src"/>
<factMeasure name="breaks" srcType="src"/>
<factMeasure name="DEVICE_number" srcType="rdsfactless"/>
<factMeasure name="DEVICE_SCAN" srcType="rds"
sqlConditions="LAST_SCAN is not null" resetCount=""/>
</factMeasures>
</fact>
</facts>
<scdKeys>

283
 <scdKey rdsFieldName="network_name"
srcFieldName="‘‘network.name’’"
srctype="char"/>
<scdKey rdsFieldName="domain" srcFieldName="domain"
srctype="char"/>
<scdKey rdsFieldName="contact_name"
srcFieldName="‘‘contact.name’’"
srctype="char"/>
</scdKeys>
<aggregateKeys>
<aggregateKey name="type" type="char" size="60"/>
<aggregateKey name="subtype" type="char" size="60"/>
<aggregateKey name="Istatus" type="char" size="60"/>
<aggregateKey name="vendor" type="char" size="60"/>
<aggregateKey name="install_date" type="TIME"/>
</aggregateKeys>
</dimension>

Related topics
Schema description
Fact table schema
Associate table schema
Hierarchy table schema
Direct mapping table schema
Slowly changing dimension keys schema
Aggregate keys schema
Dimension table system keys
RDSInitRun Command

Fact table schema

You can define a fact tables in the facts element of a dimension object. A fact table cannot exist
without a related dimension table.
The following code shows the XML schema definition for the FactType table.

<xsd:complexType name="FactType">
<xsd:sequence>
<xsd:element name="factKeys">
<xsd:complexType>
<xsd:sequence>
<xsd:element name="factKey" type="FactKeyType" minOccurs="1"
maxOccurs="unbounded"/>
</xsd:sequence>
</xsd:complexType>
</xsd:element>
<xsd:element name="factMeasures">
<xsd:complexType>
<xsd:sequence>
<xsd:element name="factMeasure" type="FactMeasureType"
minOccurs="1"
maxOccurs="unbounded"/>
</xsd:sequence>
</xsd:complexType>
</xsd:element>
</xsd:sequence>
<!-- the name has to be same as dimension name before ‘_’ -->
<xsd:attribute name="name" type="xsd:string"/>
</xsd:complexType>

284
 <xsd:complexType name="FactKeyType">
<xsd:attribute name="name" type="xsd:string" use="required"/>
<xsd:attribute name="fieldName" type="xsd:string"/>
<xsd:attribute name="tableName" type="xsd:string"/>
<xsd:attribute name="matchFieldName" type="xsd:string"/>
</xsd:complexType>

<xsd:complexType name="FactMeasureType">
<!-- Don’t use count in measurement names, because BO E6 bugs -->
<!-- only ONE rdsfactless measurement, ex open ticket count -->
<!-- only ONE rds measurement with resetCount for rdsfactless not
blank, ex close
ticket count -->
<xsd:attribute name="name" type="xsd:string" use="required"/>
<xsd:attribute name="srcType" type="xsd:string" use="required"/>
<xsd:attribute name="sqlConditions" type="xsd:string"/>
<xsd:attribute name="resetCount" type="xsd:string"/>
</xsd:complexType>
The following code is an example of a fact table definition in the DEVICE dimension table.

<facts>
<fact name="AMCONTRACT_F">
<factKeys>
<factKey name="Z_RDSAMCONTRACT_DID"/>
<factKey name="Z_RDSAMCOMPANY_DID" fieldName="LCPYID_KEY"
tableName="AMCOMPANY_D" matchFieldName="LCPYID_KEY"/>
<factKey name="Z_RDSAMCOSTCENTER_DID"
fieldName="LCOSTID_KEY" tableName="AMCOSTCENTER_D"
matchFieldName="LCOSTID_KEY"/>
<factKey name="START_TIMEID" fieldName="DSTART"
tableName="RDS_TIMEDIM_D" matchFieldName="FULLDATE"/>
<factKey name="END_TIMEID" fieldName="DEND"
tableName="RDS_TIMEDIM_D" matchFieldName="FULLDATE"/>
</factKeys>
<factMeasures>
<factMeasure name="REF_FACTOR1" srcType="src"/>
<factMeasure name="REF_FACTOR2" srcType="src"/>
<factMeasure name="TSDURATION" srcType="src"/>
<factMeasure name="TSLESSORNOTICE" srcType="src"/>
<factMeasure name="TSNOTICE" srcType="src"/>
<factMeasure name="TSPURCHNOTICE" srcType="src"/>
<factMeasure name="TSRENNOTICE" srcType="src"/>
<factMeasure name="TSDEFRENDUR" srcType="src"/>
<factMeasure name="TSRETNOTICE" srcType="src"/>
<factMeasure name="MINTPAYAST" srcType="src"/>
<factMeasure name="MPOCOMMITMENT" srcType="src"/>
<factMeasure name="MAMOUNT" srcType="src"/>
<factMeasure name="PDEFLRF" srcType="src"/>
<factMeasure name="MINTPAY" srcType="src"/>
<factMeasure name="MINTPAYTAX" srcType="src"/>
<factMeasure name="PINTRENTPERCENT" srcType="src"/>
<factMeasure name="PDEFRENPERCENT" srcType="src"/>
<factMeasure name="MASTINTPAYTAX" srcType="src"/>
<factMeasure name="MMARKETVAL" srcType="src"/>
</factMeasures>
</fact>
</facts>
Related topics
Schema description
Dimension table schema

285
Associate table schema
Hierarchy table schema
Direct mapping table schema
Slowly changing dimension keys schema
Aggregate keys schema
Dimension table system keys
RDSInitRun Command

Associate table schema

Associate tables belong to the associates root element. Each associate table definition has an
associate element. You can have one or more associate table definitions under this root element.
An associate table definition contains the following information.

Attribute type Description

Required Associate table name:

• Table name and field name for table 1 of the
association relationship
• Table name and field name for table 2 of the
association relationship

Optional Long field name

Data warehouse version string

The following code shows the XML schema definition for an associate table.

<xsd:complexType name="AssociateType">
<xsd:attribute name="name" type="xsd:string" use="required"/>
<xsd:attribute name="rdsVersion" type="xsd:string" use="optional"/>
<xsd:attribute name="tableName" type="xsd:string" use="required"/>
<xsd:attribute name="fieldName" type="xsd:string" use="required"/>
<xsd:attribute name="longFieldName" type="xsd:string"/>
<xsd:attribute name="tableName2" type="xsd:string" use="required"/>
<xsd:attribute name="fieldName2" type="xsd:string" use="required"/>
</xsd:complexType>
The following code is an example of an associate table in ServiceCenter defining the link between
CM3R and DEVICE.

<associates>
<associate name="CM3R_DEVICE_ASS" tableName="CM3R"
fieldName="logical_name"
longFieldName="assets" tableName2="DEVICE"
fieldName2="LOGICAL_NAME"/>
</associates>
Related topics
Schema description
Dimension table schema
Fact table schema
Hierarchy table schema
Direct mapping table schema
Slowly changing dimension keys schema
Aggregate keys schema

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Dimension table system keys
RDSInitRun Command

Hierarchy table schema

Hierarchy tables belong to the hierarchies root element. Each hierarchy table definition has a
hierarchy element. You can have one or more hierarchy table definitions under this root element.
A hierarchy table definition contains the following information.

Attribute type Description

Required Hierarchy table name

Type string
Level string
Unique field name
One of the following:
Parent table name and parent field name
Full path field name

Optional Data warehouse version string

The following code shows the XML schema definition for a hierarchy table.

<xsd:complexType name="HierarchyType">
<xsd:attribute name="tablename" type="xsd:string" use="required"/>
<xsd:attribute name="rdsVersion" type="xsd:string" use="optional"/>
<xsd:attribute name="type" type="xsd:string" use="required"/>
<xsd:attribute name="level" type="xsd:string" use="required"/>
<xsd:attribute name="uniquefieldName" type="xsd:string"
use="required"/>
<xsd:attribute name="parenttableName" type="xsd:string"/>
<xsd:attribute name="parentfieldname" type="xsd:string"/>
<xsd:attribute name="fullpathfieldname" type="xsd:string"/>
</xsd:complexType>
The following code is an example of the hierarchy table type.

<hierarchies>
<hierarchy tablename="location" rdsVersion="5.0"
type="fullpath" level="5"
uniquefieldName="location"
fullpathfieldname="location_full_name"/>
</hierarchies>
Related topics
Schema description
Dimension table schema
Fact table schema
Associate table schema
Direct mapping table schema
Slowly changing dimension keys schema
Aggregate keys schema
Dimension table system keys
RDSInitRun Command

287
 Direct mapping table schema
Direct mapping tables belong to the directMappings root element. You can have one or more direct
mapping table definitions under this root element. Each dimension table definition has a
directMapping element name.
The following code is an XML schema definition for the directMapping table type. It references two
additional definitions: directMappingFields and directMappingIndexes, which are in the
RDS_etl.xsd.

<xsd:element name="directMapping">
<!-- If dataSourceTableName is defined, SC delete
eventout put can be used to delete sync -->
<!-- parentDimensionTableName can be multiple src table
names separated by | -->
<!-- If parentDimensionTableName is not null, DEL type
index has to be defined -->
<xsd:complexType>
<xsd:sequence>
<xsd:element ref="directMappingFields"/>
<xsd:element ref="directMappingIndexes"/>
</xsd:sequence>
<xsd:attribute name="name" type="xsd:string" use="required"/>
<xsd:attribute name="rdsVersion" type="xsd:string"/>
<xsd:attribute name="dataSourceTableName" type="xsd:string"/>
<xsd:attribute name="parentDimensionTableName" type="xsd:string"/>
</xsd:complexType>
</xsd:element>
The following code is a direct mapping table for the ServiceCenter ASSIGNMENT table.

<directMapping name="assignment" dataSourceTableName="assignment">

<directMappingFields>
<directMappingField name="name" type="char" size="60"/>
<directMappingField name="assignment2" type="char" size="60"/>
<directMappingField name="assignment3" type="char" size="60"/>
<directMappingField name="reassignment" type="char" size="60"/>
<directMappingField name="calendar_name" type="char" size="60"/>
<directMappingField name="duty_hours" type="char" size="30"/>
<directMappingField name="type" type="char" size="30"/>
<directMappingField name="reassign" type="char" size="1"/>
<directMappingField name="route_to" type="float"/>
<directMappingField name="route_if" type="char" size="60"/>
<directMappingField name="wdManagerName" type="char" size="60"/>
<directMappingField name="sysmodcount" type="float"/>
<directMappingField name="sysmoduser" type="char" size="30"/>
<directMappingField name="sysmodtime" type="date"/>
<directMappingField name="company" type="char" size="60"/>
<directMappingField name="operators" type="long"/>
</directMappingFields>
<directMappingIndexes>
<directMappingIndex name="UNIQASSIGNMENT_IDX">
<DirectMappingIndexKey fieldName="name" srcFieldName="name"
srctype="char" size="60" seqIndex="1"/>
</directMappingIndex>
</directMappingIndexes>
</directMapping>
Related topics
Schema description
Dimension table schema

288
Fact table schema
Associate table schema
Hierarchy table schema
Slowly changing dimension keys schema
Aggregate keys schema
Dimension table system keys
RDSInitRun Command

Slowly changing dimension keys schema

Slowly changing dimension (SCD) keys belong to the scdKeys element of a dimension object. Each
SCD key definition has the scdKey element with the following required attributes:
• data warehouse field name
• source field name
• source type
The Slowly Changing Dimension data problem applies to cases where the attribute for a record
varies over time.
• You can solve the problem with one of the following solutions.

Problem Solution

Type 1 Replace the original record with the new record. No trace of the old record
exists.

Type 2 Add a new record to the table to represent the new information. Mark the
original record as non-active.

Type 3 Modify the original record to reflect the change.

The data warehouse uses the second solution. This creates a new dimension record that partitions
the historical data and maintains historical accuracy of the data warehouse.
The following code shows the XML schema definition for the SCD key.

<xsd:complexType name="scdKeyType">
<xsd:attribute name="rdsFieldName" type="xsd:string" use="required"/>
<!-- !!! src field name needs ‘’ for the sc field name with dot. ex
"‘‘alert.status’’" -->
<xsd:attribute name="srcFieldName" type="xsd:string"
use="required"/>
<xsd:attribute name="srctype" type="xsd:string" use="required"/>
</xsd:complexType>

289
 The following code is an example of SCD keys defined in the ServiceCenter DEVICE table schema
in the data warehouse database.
<scdKeys>
<scdKey rdsFieldName="network_name" srcFieldName="‘‘network.name’’"
srctype="char"/>
<scdKey rdsFieldName="domain" srcFieldName="domain"
srctype="char"/>
<scdKey rdsFieldName="contact_name"
srcFieldName="‘‘contact.name’’"
srctype="char"/>
</scdKeys>
Related topics
Schema description
Dimension table schema
Fact table schema
Associate table schema
Hierarchy table schema
Direct mapping table schema
Aggregate keys schema
Dimension table system keys
RDSInitRun Command

Aggregate keys schema

Aggregate keys belong to the aggregateKeys element of a dimension object. Each aggregate key
definition has an aggregateKey element.
The following code shows the XML schema definition for an aggregate key.

<xsd:complexType name="aggregateKeyType">
<!-- only ONE and LAST aggregate field is used as the type of TIME -->
<xsd:attribute name="name" type="xsd:string" use="required"/>
<xsd:attribute name="type" type="xsd:string" use="required"/>
<xsd:attribute name="size" type="xsd:string"/>
</xsd:complexType>
The following code is an example of aggregate keys defined in the schema for the ServiceCenter
DEVICE table.

<aggregateKeys>
<aggregateKey name="type" type="char" size="60"/>
<aggregateKey name="subtype" type="char" size="60"/>
<aggregateKey name="Istatus" type="char" size="60"/>
<aggregateKey name="vendor" type="char" size="60"/>
<aggregateKey name="install_date" type="TIME"/>
</aggregateKeys>
Related topics
Schema description
Dimension table schema
Fact table schema
Associate table schema
Hierarchy table schema
Direct mapping table schema
Slowly changing dimension keys schema
Dimension table system keys
RDSInitRun Command

290
 Dimension table system keys
Dimension table attributes provide information to help track changes to data warehouse table
reporting.

Action Result

New records are added to data warehouse Z_RDSCREATEDDATE is set to the current
dimension tables (XXX_D) time

Records are updated to data warehouse Z_RDSLASTMODDATE is set to the current

dimension tables (XXX_D) time

Records are deleted from ServiceCenter Dimension table attributes are updated:

Z_RDSACTIVESTATUSIND = 'N'
Z_RDSDELETEDDATE is set to the deleted
synchronization time
Z_RDSLASTMODDATE is set to the current
time

The records are updated as slowly changing • The original dimension table record
dimension (SCD) attributes are updated:

Z_RDSTRANSLASTIND='N'
Z_RDSTRANSENDDATE is set to the
current time
• The new record is added as ADD case
• Z_RDSTRANSLASTIND = 'N' or
Z_RDSACTIVESTATUSIND = 'N' means
the dimension record is no longer active

Related topics
Design
Naming conventions

291
 RDSInitRun command
The RDSInitRun command causes the changes you make in the default rds_etl.xml file to take
effect.
In the following sample commands, m means modified.

Modification-
RDSInitRun RDS-Schema-XML-File Indicator

RDSInitRun

RDSInitRun rds_etl.xml

RDSInitRun testdirect.xml m

RDSInitRun testdim.xml m

RDSInitRun rds_etl.xml time

RDSInitRun rds_etl.xml m_upgrade

Related topics
Schema description
Dimension table schema
Fact table schema
Associate table schema
Hierarchy table schema
Direct mapping table schema
Slowly changing dimension keys schema
Aggregate keys schema
Dimension table system keys

Basic tasks: Data warehouse

The data warehouse interacts with the Business Objects server, HP Connect-It scenarios, and an
application server. When customizing the data warehouse, administrators need to start and stop
the services associated with the servers.
Related topics
Data warehouse administration
Starting programs and processes
Stopping programs and processes

Starting programs and processes

You can test your data warehouse customization changes after you start the servers and processes.

292
 To ensure you have the supported versions, see the DecisionCenter Support Matrix
(http://support.openview.hp.com/). From Reference info, click Support matrices.
Most of the support areas require that you register as an HP Passport user and sign in. Many also
require an active support contract. To register for an HP Passport ID, go to the HP Passport
Registration web site (http://www.managementsoftware.hp.com/passport-registration.html).
See your server documentation to start the Business Objects, application, and Web servers.
Related topics
Basic tasks: Data warehouse
How do I start the Business Objects server?
How do I start the Connect-It Scenario Builder?
How do I start a Connect-It scenario?

How do I start the Business Objects server?

1 Click Start > Programs > BusinessObjects XI Release 2 > BusinessObjects Enterprise >
Central Configuration Manager.
2 Select Central Management Server and click Start.
3 Select additional servers based on your environment and click Start.
Related topics
Starting programs and processes
How do I start a Connect-It scenario?
How do I start the Connect-It Scenario Builder?

How do I start the Connect-It Scenario Builder?

• Click Start > Programs > HP Openview > Connect-It 3.8 en > Connect-It Scenario Builder.
Related topics
Starting programs and processes
How do I start the Business Objects server?
How do I start a Connect-It scenario?

How do I start a Connect-It scenario?

1 Click Start > Programs > HP OpenView > Connect-It 3.8 en > Service Console.
2 Select the scenario name from the Scenario panel.
3 Click Start.
Related topics
Starting programs and processes

How do I start the Business Objects server?

How do I start the Connect-It Scenario Builder?

Stopping programs and processes

You need to limit user access during the customization process. Plan for a time when the system
has little traffic and warn users in advance of the downtime.
See your server documentation to stop your application and Web servers.
Related topics
Basic tasks: Data warehouse
How do I stop the Business Objects server?

293
How do I stop a Connect-It scenario?
How do I stop the Connect-It Scenario Builder?

How do I stop the Business Objects server?

1 Click Start > Programs > BusinessObjects XI Release 2 > BusinessObjects Enterprise >
Central Configuration Manager.
2 Select Central Management Server and click Stop.
3 Select additional servers based on your environment and click Stop.
Related topics
Stopping_programs_processes
How do I stop a Connect-It scenario?
How do I stop the Connect-It Scenario Builder?

How do I stop the Connect-It Scenario Builder?

• Click File > Exit.

Related topics
Stopping_programs_processes
How do I stop the Business Objects server?
How do I stop a Connect-It scenario?

How do I stop a Connect-It scenario?

1 Click Start > Programs > HP Openview > Connect-It 3.8 en > Service Console.
2 Select the scenario name from the Scenario panel.
3 Click Stop.
Related topics
Stopping_programs_processes
How do I stop the Business Objects server?
How do I stop the Connect-It Scenario Builder?

Synchronization
DecisionCenter allows you to synchronize user records with the data warehouse. You can also
synchronize your AssetCenter and ServiceCenter deletion event records in the data warehouse.
You can use the HP Connect-It Scheduler Editor to schedule automatic data synchronization.
The following table lists the files that DecisionCenter uses or creates during the synchronization
process.

File name Description

rds_ac.scn Contains the data scenario information.

rds_sc.scn

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 rds_ac.ini Contains the tables that are in the sync and the time of the next scheduled
rds_sc.ini data sync.

rds_ac.log Contains the data sync activity records. The system continuously appends
rds_sc.log information to this file while the service is active. You can check the log file
to monitor the status of your data synchronization.

You can find the SCN and INI files in the cit directory of the data warehouse installation. The LOG
files are in the logs directory of the data warehouse installation. The data warehouse installation
default path is:

\\…\HP\DecisionCenter 2.00\ITPA-SM for ServiceCenter and Service Manager

\\…\HP\DecisionCenter 2.00\ITPA-AM for AssetCenter
Related topics
Data warehouse administration
Synchronizing deleted records
Synchronizing data with Connect-It

Synchronizing deleted records

The DecisionCenter synchronization process marks AssetCenter and ServiceCenter deletion event
records in the data warehouse.
To improve the general performance for identifying the records to delete, AssetCenter uses the
Record Deletion Synchronization workflow and ServiceCenter invokes a delete trigger.
Related topics
Synchronization
Synchronizing AssetCenter record deletions with the data warehouse
Synchronizing ServiceCenter record deletions with the data warehouse

Synchronizing AssetCenter record deletions with the data warehouse

You can find the AssetCenter tables that are in the data warehouse AssetCenter schema in the
import script files on the DecisionCenter installation media. The deletion workflow defined for each
table triggers record deletion event logging in the AssetCenter output event table.
The deletion workflow sequentially follows these events:
1 AssetCenter updates the record deletion event log.
2 HP Connect-It extracts the event deletion information from AssetCenter and adds it to the data
warehouse BIRECORDDELETE table.
3 The data warehouse Extract, Transform, and Load (ETL) data synchronization process reviews
the outstanding deletion information stored in the data warehouse, then marks the records as
deleted.
The expected outcome is that AssetCenter deletes all category="BI Deletion" event records in the
amOutputEvent table from the database. The BIRECORDDELETE table in the data warehouse
AssetCenter database is also empty.
Related topics
Synchronizing deleted records
Synchronizing ServiceCenter record deletions with the data warehouse

295
 Synchronizing ServiceCenter record deletions with the data warehouse

DecisionCenter uses ServiceCenter triggers and the data warehouse Extract, Transform, and
Load (ETL) process to synchronize record deletions.
DecisionCenter processes the data recorded in each event by:
• Finding the data warehouse table corresponding to the specified ServiceCenter table.
• Selecting the deleted record based on the primary keys.
• Marking the status of the record as Inactive, updating the deletion timestamp of the record, and
updating the record accordingly.
The deletion synchronization events include:
• Saving the events: ServiceCenter triggers save deletion events for each deleted record. The
system saves the table name, primary key(s) of the specified deleted record, and the timestamp
of the deletion.
• Retrieving the events: When the next data warehouse data synchronization cycle starts, the
data warehouse ETL process retrieves these deletion events from ServiceCenter.
• Deleting the events: After the data warehouse ETL process completes, all the deleted
ServiceCenter records are properly synchronized in the data warehouse. The ServiceCenter
deletion event records in ServiceCenter are removed.
Related topics
Synchronizing deleted records
Synchronizing AssetCenter record deletions with the data warehouse

Synchronizing data with Connect-It

You can use HP Connect-It to populate the data warehouse database with data from the
AssetCenter and ServiceCenter databases.
HP Connect-It scenarios perform the initial data population and periodic synchronization based on
pre-defined scenarios. The scenario files are in the cit folder of the data warehouse installation
directory. The default path is:
\\…\HP\DecisionCenter 2.00\ITPA-SM for ServiceCenter
\\…\HP\DecisionCenter 2.00\ITPA-AM for AssetCenter

Connect-It Service Console

After the scenarios are configured, you can start the services in the HP Connect-It Service Console.
For initial population, you must delete pre-existing rds.ini files before you can start the services.
You can start the rds_ac or rds_sc service to perform the initial data population. You can schedule
data synchronization at a predefined time interval. The log files contain the synchronization
activity records. The data synchronization is error-free if the log file does not contain the string -53.
Related topics
Synchronization
How do I start the Connect-It service?
How do I stop the Connect-It service?
AssetCenter AMASSET_D table record types

How do I start the Connect-It service?

1 Click Start > Programs > HP Openview > Connect-It 3.8 en > Service Console.
2 Select the service name from the Service panel.

296
 3 Click Start.
Related topics
Synchronizing data with Connect-It
How do I stop the Connect-It service?
AssetCenter AMASSET_D table record types

How do I stop the Connect-It service?

1 Click Start > Programs > HP Openview > Connect-It 3.8 en > Service Console.
2 Select the service name from the Service panel.
3 Click Stop.
Related topics
Synchronizing data with Connect-It
How do I start the Connect-It service?
AssetCenter AMASSET_D table record types

AssetCenter AMASSET_D table record types

The data warehouse synchronizes the following records in the AMASSET_D table.

Record type Asset data type

Model.Nature.seMgtConstrain = Unique Portfolio items with one associated asset.

asset tag The value of each portfolio item record is in
the General Tab > Category Section >
Management constraint Field =
Unique asset tag.

Computer records Records from the amComputer table with

one associated Portfolio item

Software installation records Records from the amSoftInstall table with

one associated Portfolio item

Related topics
Synchronizing data with Connect-It
How do I start the Connect-It service?
How do I stop the Connect-It service?

297
 Configuring the connectors
The data warehouse installation has one out-of-box HP Connect-It (CIT) scenario for AssetCenter
and one for ServiceCenter.

Database Scenario Description

AssetCenter rds_ac Synchronizes data between AssetCenter and the

data warehouse database.

ServiceCenter rds_sc Synchronizes data between ServiceCenter and

the data warehouse database.

The data warehouse installer automatically configures the scenarios based on the data entered
during the installation process. The system displays an error message if the installer cannot
automatically configure these scenarios. You must then resolve the problem and manually
configure the scenarios using the Connect-It Service Console.
Related topics
Data warehouse administration
How do I configure the connectors?

How do I configure the connectors?

1 Click Start > Programs > HP OpenView > Connect-It 3.8 en > Service Console.
2 Select the rds_ac.scn scenario for AssetCenter or the rds_sc.scn scenario for ServiceCenter.
3 Click Configure to open the Connector Configuration dialog box.
4 Select the ServiceCenter or Asset Management connector and click Configure connector.
5 Click Next.
6 For ServiceCenter, type the server name and port number, separated by a period
(scserver.12670). For Asset Management, select a connection from the drop-down list.
7 Type the appropriate login information. The default login is bi_connector with no password.
8 Click Test to verify that the connection works.
9 Click Finish.
10 If your scenario contains the ServiceCenter_noPointer connector, repeat Step 4 through Step 9
for that connector.
11 Select the RDS connector and click Configure connector.
12 Click Next.
13 Select a Connection Type:
— For Oracle, select Oracle (native).
— For SQL Server, select ODBC.
14 Click Next.
15 Do one of the following:

298
 — For Oracle, enter a TNS name for your server.
— For SQL Server, select a DSN.
16 Type the appropriate login information. The default login is rds_dba with the password
passw0rd.
17 Click Test to verify that the connection works.
18 Click Finish.
19 If your scenario contains the RDS_noModtime connector, repeat Step 11 through Step 18 for
that connector.
20 After you successfully configure each connector, click Validate to close the Connector
configuration dialog box.
Related topics
Configuring the connectors

Request Management scenario layout

The Request Management scenario has two connectors. You cannot run the connectors at the same
time. The default Mapping (RM – Request) connector uses data from the HP ServiceCenter Request
Management module. The Mapping (RM – Catalog) connector uses data from the ServiceCenter
Service Catalog module. The unload file adds the required triggers for Request Management. See
the Installation Guide for detailed information about setting up the Request Management scenario
layout.

To set up the Request Management scenario layout:

1 Unload the DCA20.unl file to ServiceCenter or Service Manager.

2 Before you run the scenario, copy the following files from the ITPA installation media
SupportFiles/CIT directory and post them to your Connect-It installation.

Copy from SupportFiles/CIT Post to Connect-It

rds.bas \\Program Files\HP OpenView\Connect-

It 3.8 en\config\rds\bas\rds.bas

scdb62.cfg \\Program Files\HP OpenView\Connect-

It 3.8 en\config\sc\config\scdb62

rds.scp \\Program Files\HP OpenView\Connect-

It 3.8 en\config\rds\const\rds.scp

ETL data workflows

The Extract, Transform, and Load (ETL) process maps the following ServiceCenter tables to the
DecisionCenter data warehouse tables.
Note: INCIDENT_D is an existing table that has additional fields to support the catalog.

299
 ServiceCenter module ServiceCenter table Data warehouse table

REQUEST incidents INCIDENT_D

ocmq REQUEST_D

ocml REQLINE_D

ApprovalLog REQ_APPROVALLOG

CATALOG svcCart REQUEST_D

svcCart BISVCCART_D

svcCartItem REQLINE_D

svcCartItem BISVCCARTITEM_D

ApprovalLog REQ_APPROVALLOG

svcCatalog SERVICE_CATALOG

Related topics
Mapping data warehouse data to DecisionCenter
Mapping Request Management tables
Mapping Service Catalog tables

Customization workflow
Data warehouse customization is a complex, multi-step process. It is important that you properly
plan these changes and run them in the correct order. The recommended workflow helps you create
useful and effective customizations. Contact Professional Services for any complex customization.
Note: Always customize in a test environment before implementing the changes to your production
environment.
Related topics
Data warehouse administration
Step 1: Plan and gather information
Step 2: Stop programs and processes
Step 3: Back up crucial files
Step 4: Edit the data warehouse schema
Step 5: Edit the Connect-It scenario
Step 6: Edit the universe
Step 7: Edit security profiles
Step 8: Start programs and processes

300
 Step 1: Plan and gather information
Before you customize the data warehouse, you need to consider the impact of your changes and how
new, edited, or deleted fields and tables will relate to other database objects.
Related topics
Customization workflow
Who should be involved?
How do I plan and gather information?
What happens if I add data structures?
What happens if I edit or delete existing data structures?

Who should be involved?

Customization impacts multiple systems in your business intelligence network. Contact your
AssetCenter and ServiceCenter administrator, the database administrator (DBA) for your data
warehouse database, and report designers. Give timetables to Information Technology (IT)
personnel who start and stop your servers.
Related topics
Step 1: Plan and gather information

How do I plan and gather information?

What happens if I add data structures?
What happens if I edit or delete existing data structures?

How do I plan and gather information?

You need to consider the following questions:

• Who should be involved?
• What happens if I add data structures?
• What happens if I edit or delete existing data structures?
Related topics
Step 1: Plan and gather information
Who should be involved?
What happens if I add data structures?
What happens if I edit or delete existing data structures?

What happens if I add data structures?

You will want to add new AssetCenter and ServiceCenter tables and fields to the data warehouse.
Answer these questions before you make any changes.
• How does this new data link to existing tables? Do you need to define a join in the RDBMS? If
so, what type? Do you need to create aliases for any tables for the joins to work correctly?
• How do you want to index the new data in the RDBMS?
• Do you plan to map your tables as a DirectMapping table, or will you create Dimension, Fact,
and Aggregation tables? The latter tables are more versatile but require more effort to create.
• Do you need to create a Hierarchical table to display some of the data properly?
• Do you want to track historical data in the new structures? If so, what fields will trigger the
creation of an historical record?
• Do you need to create new Filter objects in the universe?

301
 • Do you need to edit your field and data level security to include the new data? What types of
restrictions do you want to implement?
• Does AssetCenter need to add Deletion Workflows?
• Does ServiceCenter need to add Delete Triggers?
Related topics
Step 1: Plan and gather information
Who should be involved?
How do I plan and gather information?
What happens if I edit or delete existing data structures?

What happens if I edit or delete existing data structures?

The data warehouse strongly discourages deletions. It is preferable to remove fields from the
HP Connect-It scenario mappings or hide the related objects in the universe instead of deleting the
fields from AssetCenter and ServiceCenter.
Before you edit or delete fields, consider your previous answers, and then answer the following
questions.
• Are you editing data objects that link to other data objects? Do you use the edited field as a link
between two tables, as part of an index or unique key combination, or part of a parent-child
relationship?
• What impact does deleting or hiding this object have on other data? Does it create orphan data
or render the data obsolete?
• If this is not a DirectMapping table, how does the change affect related Fact and Aggregation
tables?
• Do any of the changed fields have a flag for historical tracking? Does this change require a
change to that flag?
• Do you need to edit field and data level security to delete non-existing fields or update filter
queries?
• Do you have to edit existing reports to reflect the database changes?
• Does AssetCenter need to edit or delete Deletion Workflows?
• Does ServiceCenter need to edit or delete the Delete Triggers function?
All customization is unique. This list of considerations is the beginning of your planning sessions.
Related topics
Step 1: Plan and gather information
Who should be involved?
How do I plan and gather information?
What happens if I add data structures?

Step 2: Stop programs and processes

You need to limit user access to some programs during the customization process. Schedule the
shutdown when the system gets little traffic and warn users of impending downtime.
Stop the following services:
• HP Connect-It rds_ac and rds_sc scenarios
• Business Objects (BO) server
• Application server

302
 You can then proceed to customize without clashing with existing processes.
Related topics
Customization workflow
How do I stop programs and processes?

How do I stop programs and processes?

To stop the Connect-It scenario

1 Click Start > Programs > HP Openview > Connect-It 3.8 en > Service Console.
2 Select the scenario name from the Scenario panel.
3 Click Stop.

To stop the Business Objects server

1 Click Start > Programs > BusinessObjects XI Release 2 > BusinessObjects Enterprise >
Central Configuration Manager.
2 Select Central Management Server.
3 Select the Business Objects services and click the Stop icon.

To stop the application server

• See your server documentation.

Related topics
Step 2: Stop programs and processes

Step 3: Back up crucial files

Before making row-level changes to your business intelligence system, back up your critical files. If
you cannot complete the changes successfully, these files allow you to restore much of your original
configuration quickly and accurately.
These files reflect out-of-box names.

File Description

rdsac_etl.xml Data warehouse schema file

rds_etl.xml

rds_ac.scn HP Connect-It scenario file

rds_sc.scn

303
 File Description

alignment analysis.unv Business Objects (BO) universe file

alignment metrics.unv
business impact analysis.unv
business impact metrics.unv
itpa asset management.unv
itpa service management.unv
itpm change analysis.unv
itpm change metrics.unv
itpm helpdesk analysis.unv
itpm helpdesk metrics.unv
itpm incident analysis.unv
itpm incident metrics.unv
itpm request analysis.unv
itpm request metrics.unv
simulation optimization analysis.unv

rdms_keywords.xml Database reserved words list

Related topics
Customization workflow
How do I back up crucial files?

How do I back up crucial files?

Contact your system administrator to determine the preferred backup method for your operating
system.
Related topics
Step 3: Back up crucial files

Step 4: Edit the data warehouse schema

To edit the data warehouse schema file, you first start with the XML files that define the schema:
rdsac_etl.xml and rds_etl.xml, located in the conf directory of the data warehouse installation:
\\…\HP\DecisionCenter 2.00\ITPA-SM.
Navigate to the file and open it in a text editor or XML parser. Study the file and its structures.
You can edit this file to:
• Add new tables and fields.
• Edit out-of-box fields.
• Set unique keys.
• Define Dimension, Fact, or Direct Mapping tables.
• Create Aggregated fields.
• Define the fields that trigger Historical records.
Run the data warehouse initialization tool to validate your changes.

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 You need to synchronize the new tables and record deletions during the data warehouse
synchronization cycle. For AssetCenter, edit the Deletion Workflows. For ServiceCenter, edit Delete
Triggers.
Related topics
Customization workflow
How do I edit the data warehouse schema?

How do I edit the data warehouse schema?

1 Back up the rdsac_etl.xml or rds_etl.xml schema file.

2 Use an XML editor to edit, validate, and save the schema file.
3 From the command line, navigate to the scenario location.
4 Do one of the following:
— If you need to initialize the database with data, run the rds_init command.
— If you have data in the tables from the initial data synchronization, run the
rds_init_migrate command.
5 Verify that the data warehouse database contains the new table or field.
Related topics
Step 4: Edit the data warehouse schema

Step 5: Edit the Connect-It scenario

After editing the data warehouse schema file, you need to edit the mapping that pulls data from
AssetCenter and ServiceCenter to the data warehouse.
You can open the rds_ac.scn and rds_sc.scn scenario files in HP Connect-It Scenario Builder. The
files are in the data warehouse installation cit directory. The default path is:
\\…\HP\DecisionCenter 2.00\ITPA-SM for ServiceCenter
\\…\HP\DecisionCenter 2.00\ITPA-AM for AssetCenter
Refresh your view of the database and add or edit mappings to reflect your changes. Then validate
and test the scenarios.
Related topics
Customization workflow
How do I edit the Connect-It scenario?

How do I edit the Connect-It scenario?

1 Click Start > Programs > HP OpenView > Connect-It 3.8 en > Connect-It Scenario Builder to
view the current scenario.
2 Add a new mapping to the scenario.
3 Add a new field to an existing mapping.
4 Edit an existing mapping.
5 Test the customization.
6 Schedule automatic data synchronization.
Related topics
Step 5: Edit the Connect-It scenario

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 Step 6: Edit the universe
After your AssetCenter and ServiceCenter data is in the data warehouse, you need to edit the
metadata layer to expose this data to your end user.
You can use the Business Objects Designer to edit the ITPA Asset Management and ITPA Service
Management universes. Import files in Business Objects Designer.
Change this file to:
• Create objects to expose fields to InfoView.
• Edit the objects to reflect your database changes.
• Define links and aliases for tables.
• Rename and re-order fields into meaningful objects.
• Supply descriptions for universe objects.
Make your changes and validate your links. You can then export the universe for online viewing.
Related topics
Customization workflow
How do I edit the universe?

How do I edit the universe?

1 Click Start > Programs > BusinessObjects XI Release 2 > BusinessObjects Enterprise >
Designer.
2 Log on as Administrator with no password.
3 Open a universe and do the following tasks as needed:
— Add a new table.
— Edit the context.
— Add a new field.
— Edit an existing field.
Related topics
Step 6: Edit the universe

Step 7: Edit security profiles

This optional step is for users who have row level security.
You can log on Business Objects Designer to edit the rights of appropriate users to the newly
modified data structures. For more information, see the Business Objects documentation.
Related topics
Customization workflow

Step 8: Start programs and processes

You are ready to start the system and begin testing. As a final step, restart the following processes
in the specified order:
Business Objects services
HP Connect-It rds_ac and rds_sc scenarios

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 Application server
Make sure to test that:
• The data shows your changes.
• Aggregations roll up correctly.
• Multiple-table queries create proper joins.
• Security settings filter data correctly.
• All standard reports still run correctly.
Related topics
Customization workflow
How do I start programs and processes?

How do I start programs and processes?

To start the Business Objects server

1 Click Start > Programs > BusinessObjects XI Release 2 > BusinessObjects Enterprise >
Central Configuration Manager.
2 Select Central Management Server.
3 Select additional servers based on your environment.

4 Click the Start or Restart icon.

To start the Connect-It scenario

1 Click Start > Programs > HP OpenView > Connect-It 3.8 en > Service Console.
2 Select the scenario name from the Scenario panel.
3 Click Start.

To start the application server

• See your server documentation.

Related topics
Step 8: Start programs and processes

Connect-It scenario customization

The data warehouse uses HP Connect-It (CIT) scenarios to import and synchronize data. You can
customize the AssetCenter rds_ac.scn and ServiceCenter rds_sc.scn mappings with Connect-It
Scenario Builder. You can use Scenario Builder to:
• Add new mappings
• Edit existing mappings
• Test the scenario

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 • Schedule automatic data synchronization

Related topics
Data warehouse administration
Step 1: View the data warehouse scenario
Step 2: Add a new mapping to the scenario
Step 3: Add a new field to an existing mapping
Step 4: Edit an existing mapping
Step 5: Test the customized data warehouse scenario
Step 6: Schedule automatic data synchronization

Step 1: View the data warehouse scenario

The data warehouse HP Connect-It scenarios contain a collection of connectors. You can use
HP Connect-It Scenario Builder to view the detailed mapping information of the configured
connectors.
When HP Connect-It opens the AssetCenter or ServiceCenter data source, the document types are
then available for you to select and map to the destination data warehouse database.
HP Connect-It displays a list of status messages that highlights information as it opens available
document types defined in the AssetCenter or ServiceCenter source against those defined in the
scenario. A red stop sign flags any inconsistency between the scenario and the source.
Warning: Do not change the scenario connector names. There is logic dependency on these names.
Related topics
Connect-It scenario customization
How do I view the data warehouse scenario?

How do I view the data warehouse scenario?

1 Click Start > Programs > HP Openview > Connect-It 3.8 en > Connect-It Scenario Builder.
2 Click File > Open and navigate to the scenario.
The default AssetCenter path is:
\\Program Files\HP\DecisionCenter 2.00\ITPA-AM\cit\rds_ac.scn
3 The default ServiceCenter path is:
\\Program Files\HP\DecisionCenter 2.00\ITPA-SM\cit\rds_sc.scn

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 4 For AssetCenter, right-click the HP Connector for Asset Management.
For ServiceCenter, right-click the HP Connector for ServiceCenter.
5 Click Open connector.
Related topics
Step 1: View the data warehouse scenario

Step 2: Add a new mapping to the scenario

You must add new data mappings to the scenario when you add new tables or new data fields to
existing tables in the AssetCenter or ServiceCenter database. When you customize the scenario file
to include the mapping information, the data in the source database tables synchronizes with the
data warehouse database to make the data available for reports.
After you add the new mapping, you can use HP Connect-It Scenario Builder to:
• Define the reconciliation key of the new mapping. The reconciliation key is a unique key or
combination of keys. It often is the primary key of a table.
• Add the new document to the scheduling process.
• Add additional "Z_" fields to dimension tables. These require special code. For more
information, see existing dimension table mappings.
Related topics
Connect-It scenario customization
How do I add mapping for a new table?
How do I define the reconciliation key of a new mapping?
How do I add a new document to the scheduling process?

How do I add mapping for a new table?

1 Click Start > Programs > HP OpenView > Connect-It 3.8 en > Connect-It Scenario Builder.
2 Click Open and navigate to the scenario.
The default AssetCenter path is:
\\Program Files\HP\DecisionCenter 2.00\ITPA-AM\cit\rds_ac.scn
The default ServiceCenter path is:
\\Program Files\HP\DecisionCenter 2.00\ITPA-SM\cit\rds_sc.scn
3 For AssetCenter, right-click the Asset Management connector.
For ServiceCenter, right-click the ServiceCenter connector.
4 Click Open connector.
5 Click the Document types tab.

6 Click Create under Produced document types.

7 In Define the produced document type, select the new table from the Document types list box.

8 Click Add to add a new table mapping to the Document types frame.
9 Click OK to add the new table as a new document type.
10 Click the Mapping connector.
11 Click the Mapping tab in the lower pane, then click Create.
12 Click the new document from the Document type drop-down list.

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 13 Click OK. After Connect-It processes the new mapping definition, a mapping window opens for
the new document.
14 Click the new table from the Destination list box.
15 Click Add to add the mapping from the source table to the destination table.
16 Drag the field from the source document to the corresponding field in the Element Mapping list
of the destination table.
17 Define the reconciliation key.
Related topics
Step 2: Add a new mapping to the scenario
How do I define the reconciliation key of a new mapping?
How do I add a new document to the scheduling process?

How do I define the reconciliation key of a new mapping?

1 Click Start > Programs > HP OpenView > Connect-It 3.8 en > Connect-It Scenario Builder.
2 Click Open and navigate to the scenario.
The default AssetCenter path is:
\\Program Files\HP\DecisionCenter 2.00\ITPA-AM\cit\rds_ac.scn
The default ServiceCenter path is:
\\Program Files\HP\DecisionCenter 2.00\ITPA-SM\cit\rds_sc.scn
3 Right-click the Mapping connector.
4 Click Open connector.
5 Click the Mappings tab.

6 Select the new field and click Edit.

7 In the mapping panel, click the transparent key icon in front of the new field. The key turns
red.
8 Click OK.
Related topics
Step 2: Add a new mapping to the scenario
How do I add mapping for a new table?
How do I add a new document to the scheduling process?

How do I add a new document to the scheduling process?

1 Click Start > Programs > HP OpenView > Connect-It > Connect-It Scenario Builder.
2 Click Open and navigate to the scenario.
3 Click Scenario > Schedulers.
4 From the Once connector, select your new document mapping in the Produced document type
column.
5 Drag the entry from connector Once to connector rds_all.
6 For AssetCenter, select the new mapping, and using the Move Up icon, move it before
amOutputEvent (amOutputEventSrc).
7 Save the scenario.

310
Related topics
Step 2: Add a new mapping to the scenario
How do I add mapping for a new table?
How do I define the reconciliation key of a new mapping?

Step 3: Add a new field to an existing mapping

You must add new data mappings to the scenario when you add new data fields to existing tables in
the AssetCenter or ServiceCenter database. When you customize the scenario file to include the
mapping information, the data in the source database tables synchronizes with the data warehouse
database to make the data available for reports.
Related topics
Connect-It scenario customization
How do I add a new field to an existing mapping?

How do I add a new field to an existing mapping?

1 Click Start > Programs > HP Openview > Connect-It 3.8 en > Connect-It Scenario Builder.
2 Click Open and navigate to the scenario.
The default AssetCenter path is:
\\Program Files\HP\DecisionCenter 2.00\ITPA-AM\cit\rds_ac.scn
The default ServiceCenter path is:
\\Program Files\HP\DecisionCenter 2.00\ITPA-SM\cit\rds_sc.scn
3 For AssetCenter, right-click the Asset Management connector.
For ServiceCenter, right-click the ServiceCenter connector.
4 Click Open connector.
5 To add the field, click the Document types tab.
6 Select the table in the Produced document type pane.

7 Click Edit.

8 Click the new field from the Element list box in the left pane and click Add.
9 Click OK.
10 To add the new field mapping, click the Mapping connector.
11 Click the Mappings tab.
12 Select the new mapping relationship and click Edit.
13 Select the new field from the Destination Element list box.
14 Click Add.
15 Drag the field from the Source Element list box to the Mapping Element list box.
16 Click OK.
17 Start the scenario to test it.
Related topics
Step 3: Add a new field to an existing mapping
How do I start a Connect-It scenario?

311
 Step 4: Edit an existing mapping
When the attributes for existing fields in the ServiceCenter database and data warehouse database
change, you must update the mapping information for these fields in the rds_sc.scn scenario file.
After you include the mapping information, the data in the source database tables synchronizes
with the data warehouse database to make the data available for reports.
Related topics
Connect-It scenario customization
How do I edit the mapping of an existing field?

How do I edit the mapping of an existing field?

1 Click Start > Programs > HP OpenView > Connect-It 3.8 en > Connect-It Scenario Builder.
2 Click Open and navigate to the scenario.
The default ServiceCenter path is:
\\Program Files\HP\DecisionCenter 2.00\ITPA-SM\cit\rds_sc.scn
3 Click Scenario > Open all connectors, then click OK to close any messages.
4 Click the Mapping connector.
5 Click the Mappings tab.
6 Select the mapping and click Edit a mapping pane.
7 Click OK to close any messages.
8 In the Mapping pane, select the mapping element that you are modifying and click Remove
selected element.
9 Click OK.
10 Click the ServiceCenter connector.
11 Click the Document Types tab.
12 In Produced document types, select the document and click Edit produced document types.
13 Click OK to close any messages.
14 In the Document type pane, delete the field being modified.
15 In the Document types pane, double-click the field being modified to add it to the Document
type pane with the new data type.
16 Click OK.
17 Click the Mapping connector.
18 Click the Mappings tab.
19 Select the mapping and click Edit mapping.
20 In the Source pane, drag the updated field to the equivalent field in the Destination pane.
21 Click OK.
22 Click File > Save, then Exit.
23 Start the scenario to test it.

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Related topics
Step 4: Edit an existing mapping

How do I start a Connect-It scenario?

Step 5: Test the customized data warehouse scenario

After you make scenario changes, run a data synchronization to test the changes. You can view the
data synchronization activities in the log file. Information appends to this file while the service is
active. To adhere to best practices, check the log file to monitor your data synchronization.
The log files are in the logs directory of your data warehouse installation:
\\…\HP\DecisionCenter 2.00.

Database File name

AssetCenter \ITPA-
AM\rds_ac.log

ServiceCenter \ITPA-
SM\rds_sc.log

Related topics
Connect-It scenario customization
How do I start a Connect-It scenario?

Step 6: Schedule automatic data synchronization

The data warehouse has a set of pre-defined HP Connect-It scenario schedulers to run different
synchronization tasks.
Some of the synchronization tasks require more system resources than others. To adhere to best
practices, do not reconfigure the tasks to occur more frequently than the default time intervals.
You can schedule automatic data synchronization for the following scenarios.

Database Scenarios

AssetCenter rds_ac.scn

ServiceCenter rds_sc.scn

The rds_all schedule synchronizes new and updated records at the default interval of once a day at
midnight.
See the HP Connect-It documentation for more information about the Scheduler Editor.
Related topics
Connect-It scenario customization
How do I schedule data synchronization?

313
 How do I schedule data synchronization?

1 Click Start > Programs > HP OpenView > Connect-It 3.8 en > Service Console.
2 Click the scenario.
3 Click Scheduling.
4 Click Edit Schedulers.
Related topics
Step 6: Schedule automatic data synchronization

Data warehouse schema customization

You can customize the data warehouse schema by editing the out-of-box AssetCenter rdsac_etl.xml
and ServiceCenter rds_etl.xml files. When customizing any XML file, use an XML editor tool such
as XML Spy, which validates your changes against the schema file.
You need to customize the data warehouse if you tailored your AssetCenter or ServiceCenter
database. Data warehouse customization can include:
• Adding a new table
• Adding a new field
• Changing an existing field
Before you customize the data warehouse schema, ensure that your changes produce the desired
results.
• Determine the fields and tables you need for the reports you want to create.
• Use naming conventions. To adhere to best practices, use a prefix for new tables or fields; for
example, use your company initials.
The customizing instructions are for an initial setup. See the HP Software Support web site
(http://www.hp.com/go/hpsoftwaresupport/) if you need to customize an existing data warehouse
database.
Most of the support areas require that you register as an HP Passport user and sign in. Many also
require an active support contract. To register for an HP Passport ID, go to the HP Passport
Registration web site (http://www.managementsoftware.hp.com/passport-registration.html).
Warning: Data loss occurs when you run the rds_init.bat file against an existing data warehouse
database. Initialization drops all existing tables and recreates the database by using the currently
defined schema.
Related topics
Data warehouse administration
Step 1: Add a new table to the schema
Step 2: Add a new field to the schema
Step 3: Edit an existing field in the schema
ServiceCenter triggers
AssetCenter deletion workflow

Step 1: Add a new table to the schema

When you add a new AssetCenter or ServiceCenter table, you must add it to the data warehouse
database if you want to include the table when you create reports. Make sure that the new table
has data.

314
 Use the data warehouse naming conventions for the new table.
Tip: Add the system-required sysmodtime field with valid date/time data to your new ServiceCenter
table to smooth data synchronization by using HP Connect-It.
Related topics
Data warehouse schema customization
How do I add a new AssetCenter table to the data warehouse schema?
How do I add a new ServiceCenter table to the data warehouse schema?

How do I add a new AssetCenter table to the data warehouse schema?

1 With a text editor or XML parser, edit the rdsac_etl.xml schema file to add the new table
definition.
2 Save the schema file.
3 At the Command Prompt window, change the directory to the data warehouse installation
directory. The default path is:
\\Program Files\HP\DecisionCenter 2.00\ITPA-AM
4 To initialize the data warehouse database, type the following commands:
\\Program Files\HP\DecisionCenter 2.00\ITPA-AM > cd common\bin
\\Program Files\HP\DecisionCenter 2.00\ITPA-AM\common\bin > rds_init
5 Use the DBMS vendor tool to verify the new table.
The following example adds amPhone, a directMapping table in the AssetCenter database, to the
data warehouse database. The AssetCenter table has 10 fields with lPhoneId as the primary index.

<directMapping name="AMPHONE" rdsVersion="5.2"

dataSourceTableName="amPhone">
<directMappingFields>
<directMappingField name="LPHONEID" type="float"/>
<directMappingField name="DTLASTMODIF" type="date"/>
<directMappingField name="PHONENUM" type="char" size="30"/>
<directMappingField name="EXTENSION" type="char" size="5"/>
<directMappingField name="C_BVOICEMAIL" type="char"
size="10"/>
<directMappingField name="C_BSPEAKER" type="char" size="10"/>
<directMappingField name="CLI" type="char" size="40"/>
<directMappingField name="LICONID" type="float"/>
<directMappingField name="LCFO" type="float"/>
<directMappingField name="LITEMID" type="float"/>
</directMappingFields>
<directMappingIndexes>
<directMappingIndex name="UNIQAMPHONE_IDX">
<DirectMappingIndexKey fieldName="LPHONEID" srcFieldName=
"lPhoneId"srctype="float" seqIndex="1"/>
</directMappingIndex>
</directMappingIndexes>
</directMapping>
Related topics
Step 1: Add a new table to the schema
How do I add a new ServiceCenter table to the data warehouse schema?

315
 How do I add a new ServiceCenter table to the data warehouse schema?

1 With a text editor or XML parser, edit the rds_etl.xml schema file to add the new table
definition.
2 Save the schema file.
3 At the Command Prompt window, change the directory to the data warehouse installation
directory. The default path is:
\\Program Files\HP\DecisionCenter 2.00\ITPA-SM
4 To initialize the data warehouse database, type the following commands:
\\Program Files\HP\DecisionCenter 2.00\ITPA-SM > cd common\bin
\\Program Files\HP\DecisionCenter 2.00\ITPA-SM\common\bin > rds_init
5 Use the DBMS vendor tool to verify the new table.
The following example adds companycar, a directMapping table in the ServiceCenter database, to
the data warehouse database. The ServiceCenter table has 7 fields with car.id as the primary
index.

<directMapping name="companycar" rdsVersion="5.2" dataSourceTableName="companycar">

<directMappingFields>
<directMappingField name="name" type="char" size="60"/>
<directMappingField name="car_id" type="float"/>
<directMappingField name="make" type="char" size="60"/>
<directMappingField name="model" type="char" size="60"/>
<directMappingField name="year" type="char" size="8"/>
<directMappingField name="mileage" type="long"/>
<directMappingField name="sysmodtime" type="date"/>
</directMappingFields>
<directMappingIndexes>
<directMappingIndex name="UNIQCOMPANY_CAR_IDX">
<DirectMappingIndexKey fieldName="car_id" srcFieldName="car_id"
srctype="float"/>
</directMappingIndex>
</directMappingIndexes>
</directMapping>
Related topics
Step 1: Add a new table to the schema
How do I add a new AssetCenter table to the data warehouse schema?

Step 2: Add a new field to the schema

When you add a new AssetCenter or ServiceCenter field to an existing table, you must add the field
to the data warehouse database if you want to include it when you create reports.
Use the data warehouse naming conventions for the new field.
Related topics
Data warehouse schema customization
How do I add a new AssetCenter field to the data warehouse schema?
How do I add a new ServiceCenter field to the data warehouse schema?

How do I add a new AssetCenter field to the data warehouse schema?

1 With a text editor or XML parser, edit the rdsac_etl.xml schema file to add the new field.
2 Save the schema file.
316
 3 At the Command Prompt window, change the directory to the data warehouse installation
directory. The default path is:
\\Program Files\HP\DecisionCenter 2.00\ITPA-AM
4 To initialize the data warehouse database, type the following commands:
\\Program Files\HP\DecisionCenter 2.00\ITPA-AM > cd common\bin
\\Program Files\HP\DecisionCenter 2.00\ITPA-AM\common\bin > rds_init
5 Use the DBMS vendor tool to verify the new table.
The following example shows the new Description field in the AssetCenter amContract table. The
counterpart data warehouse field name is DESCRIPTION.

<dimension name="AMCONTRACT" rdsVersion="5.2">

<dimensionTableName>
AMCONTRACT_D
</dimensionTableName>
<dataSourceTableName>
amContract
</dataSourceTableName>
<dimensionTableFields>
<dimensionTableField name="CONTRACTNO" type="char" size="20"/>
...(many dimensionTableField definitions are omitted)
<dimensionTableField name="C_MPOCOMMITMENT" type="char" size="40"/>
<dimensionTableField name="REF_FACTOR1" type="float"/>
<dimensionTableField name="REF_FACTOR2" type="float"/>
<dimensionTableField name="DESCRIPTION" type="char" size="100"/>
</dimensionTableFields>
<uniqueKeys name="contact_unique">
...
</uniqueKeys>
<facts/>
<scdKeys/>
<aggregateKeys/>
</dimension>
Related topics
Step 2: Add a new field to the schema
How do I add a new ServiceCenter field to the data warehouse schema?

How do I add a new ServiceCenter field to the data warehouse schema?

1 With a text editor or XML parser, edit the rds_etl.xml schema file to add the new field.
2 Save the schema file.
3 At the Command Prompt window, change the directory to the data warehouse installation
directory. The default path is:
\\Program Files\HP\DecisionCenter 2.00\ITPA-SM
4 To initialize the data warehouse database, type the following commands:
\\Program Files\HP\DecisionCenter 2.00\ITPA-SM > cd common\bin
\\Program Files\HP\DecisionCenter 2.00\ITPA-SM\common\bin > rds_init
5 Use the DBMS vendor tool to verify the new table.
The following example shows the new car.id field in the ServiceCenter contacts table. The
counterpart data warehouse field name is CAR_ID.

317
 <dimension name="CONTACT">
<dimensionTableName>
CONTACT_D
</dimensionTableName>
<dataSourceTableName>
contacts
</dataSourceTableName>
<dimensionTableFields>
<dimensionTableField name="contact_name" type="char" size="140"/>
...(a lot of dimensionTableField definitions are omitted)
<dimensionTableField name="comments" type="long"/>
<dimensionTableField name="car_id" type="float"/>
</dimensionTableFields>
<uniqueKeys name="contact_unique">
...
</uniqueKeys>
<facts/>
<scdKeys/>
<aggregateKeys/>
</dimension>
Related topics
Step 2: Add a new field to the schema
How do I add a new AssetCenter field to the data warehouse schema?

Step 3: Edit an existing field in the schema

To adhere to best practices, edit the data warehouse schema if you do any of the following:
1 Change the attributes of an existing field.
2 Rename a data field.
3 Change the data field type.
4 Change the data field size.
Related topics
Data warehouse schema customization
How do I edit an existing ServiceCenter field in the data warehouse schema?

How do I edit an existing ServiceCenter field in the data warehouse schema?

1 With a text editor, edit the rds_etl.xml schema file to edit the existing field.
2 Save the schema file.
3 At the Command Prompt window, change the directory to the data warehouse installation
directory. The default path is:
\\Program Files\HP\DecisionCenter 2.00\ITPA-SM
4 To initialize the data warehouse database, type the following commands:
C: >cd common\bin
C: >rds_init
5 Use the DBMS vendor tool to verify the new table.
The following example renames the existing cost_center field in the ServiceCenter contacts table
to my_cost_center.

318
 <dimension name="CONTACT">
<dimensionTableName>
CONTACT_D
</dimensionTableName>
<dataSourceTableName>
contacts
</dataSourceTableName>
<dimensionTableFields>
<dimensionTableField name="contact_name" type="char" size="140"/>
...
<dimensionTableField name="my_cost_center" type="char" size="30"/>
...
<dimensionTableField name=
"comments" type="long"/>
<dimensionTableField name="car_id" type="float"/>
</dimensionTableFields>
<uniqueKeys name="contact_unique">
...
</uniqueKeys>
<facts/>
<scdKeys/>
<aggregateKeys/>
</dimension>
Related topics
Step 3: Edit an existing field in the schema

ServiceCenter triggers
A ServiceCenter record deletion requires synchronization with the data warehouse database so that
the information is the same in both databases. The data warehouse tracks the ServiceCenter log
record deletion events.
The data warehouse tool processes deletion events during the data synchronization and marks the
corresponding data warehouse record with an inactive status.
Related topics
Data warehouse schema customization
Predefined ServiceCenter triggers
How do I add a trigger for a new ServiceCenter table?
How do I delete a trigger from a ServiceCenter table?

Predefined ServiceCenter triggers

DecisionCenter uses predefined post-delete triggers to track ServiceCenter deletion events.

The following table contains the ServiceCenter table names, corresponding data warehouse table
names, and table types.

ServiceCenter table Data warehouse table Table type

activity ACTIVITY DIRECT_MAPPING

assignment ASSIGNMENT DIRECT_MAPPING

319
 ServiceCenter table Data warehouse table Table type

category CATEGORY DIRECT_MAPPING

clocks CLOCK DIMENSION

cm3groups CM3GROUPS DIRECT_MAPPING

cm3r CM3R DIMENSION

cm3rcatphase CM3RCATPHASE DIRECT_MAPPING

cm3t CM3T DIMENSION

cm3tcatphase CM3TCATPHASE DIRECT_MAPPING

cmlabor CMLABOR DIMENSION

cmparts CMPART DIMENSION

company COMPANY DIMENSION

computer COMPUTER DIRECT_MAPPING

contacts CONTACT DIMENSION

country COUNTRY DIRECT_MAPPING

dept DEPT DIMENSION

device DEVICE DIMENSION

deviceparent DEVICEPARENT DIRECT_MAPPING

displaydevice DISPLAYDEVICE DIRECT_MAPPING

expline EXPLINE DIMENSION

furnishings FURNISHINGS DIRECT_MAPPING

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ServiceCenter table Data warehouse table Table type

handhelds HANDHELDS DIRECT_MAPPING

incidents INCIDENT DIMENSION

knownerror KNOWNERROR DIRECT_MAPPING

location LOCATION DIMENSION

mainframe MAINFRAME DIRECT_MAPPING

model MODEL DIMENSION

networkcomponents NETWORKCOMPONENTS DIRECT_MAPPING

officeelectronics OFFICEELECTRONICS DIRECT_MAPPING

operator OPERATOR DIMENSION

outage OUTAGE DIMENSION

outagedetail OUTAGEDETAIL DIRECT_MAPPING

outageevent OUTAGEEVENT DIRECT_MAPPING

pcsoftware PCSOFTWARE DIRECT_MAPPING

probcause PROBCAUSE DIRECT_MAPPING

probsummary PROBSUMM DIMENSION

resolution RESOLUTION DIRECT_MAPPING

rootcause ROOTCAUS DIMENSION

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 ServiceCenter table Data warehouse table Table type

screlation SCRELATION DIRECT_MAPPING

servicecontract SERVICEC DIMENSION

servicereviews SERVICEREVIEWS DIRECT_MAPPING

sla SLA DIMENSION

slamonthlyag SLAMONTHLYAG DIRECT_MAPPING

slaresponse SLARESPONSE DIRECT_MAPPING

slo SLO DIMENSION

sloavail SLOAVAIL DIMENSION

sloresponse SLORESPONSE DIMENSION

software SOFTWARE DIRECT_MAPPING

softwarelicense SOFTWARELICENSE DIRECT_MAPPING

storage STORAGE DIRECT_MAPPING

telecom TELECOM DIRECT_MAPPING

vendor VENDOR DIMENSION

You can add and delete triggers for ServiceCenter tables.

Related topics
ServiceCenter triggers
How do I add a trigger for a new ServiceCenter table?
How do I delete a trigger from a ServiceCenter table?

322
 How do I add a trigger for a new ServiceCenter table?

This example adds a trigger to the companycar table.

1 Click Start > Programs > ServiceCenter Client 6.x > ServiceCenter Client.
2 Click File > Connect > Connections.
3 Select or configure a connection with administrative rights.
4 Click Connect.
5 Click Menu Navigation > Toolkit > Database Manager.
6 Type or select the table name triggers in the File text box.
7 Click the Search icon.
8 Type the following information.
Trigger Name: companycar.bi.after.delete
Table Name: companycar
Trigger Type: After Delete
Application: trigger.BI. eventout.write
9 Click Add.
Related topics
ServiceCenter triggers
Predefined ServiceCenter triggers
How do I delete a trigger from a ServiceCenter table?

How do I delete a trigger from a ServiceCenter table?

1 Click Start > Programs > ServiceCenter Client 6.x > ServiceCenter Client.
2 Click File > Connect > Connections.
3 Select or configure a connection with administrative rights.
4 Click Connect.
5 Click Menu Navigation > Toolkit > Database Manager.
6 Type or select the table name triggers in the File text box.
7 Click Search.
8 Type at least one search parameter and click Search.
9 Select the record you want to delete and click Delete. The system prompts you to confirm the
deletion request.
Related topics
ServiceCenter triggers
Predefined ServiceCenter triggers
How do I add a trigger for a new ServiceCenter table?

AssetCenter deletion workflow

Each table in the AssetCenter database that the data warehouse references requires a defined
deletion workflow. Although you can interactively define the deletion workflows in the AssetCenter
user interface, by importing the definitions into the AssetCenter database you facilitate data
warehouse deployment. The import script contains the following collection of script files.

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 dca.lst and bi.str (dca.lst is the lead script file for the import operation)
biworkflow.scr and biworkflow.scx
stdactiv.txt
stdevent.txt
stdrelac.txt
stdstart.txt
stdtrans.txt
stdwactn.txt
stdwf.txt
stdchoic.txt, stdrole.txt, stdalrm.txt
A collection of VB script files in subdirectory, script_memComment, one for each dimension table.
Because the contents of these script file are cross-referenced, it is important that you do not
manually edit these files.
You need to define deletion workflow for both dimension and direct mapping tables for the following
25 tables.

AssetCenter
AMWFSCHEME AMWFACTIVITY AssetCenter Unique Key
key # key # table name field

BI001 BI001001 amPortfolio lPortfolioItemI

d

BI002 BI001002 amPeriod lPeriodId

BI003 BI001003 amModel lModelId

BI004 BI001004 amBrand lBrandId

BI005 BI001005 amLocation lLocaId

BI006 BI001006 amCompany lCpyId

BI007 BI001007 amEmplDept lEmplDeptId

BI008 BI001008 amContract lCntrId

BI009 BI001009 amBudgCenter lBudgCntrId

BI010 BI001010 amCostCenter lCostId

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 AssetCenter
AMWFSCHEME AMWFACTIVITY AssetCenter Unique Key
key # key # table name field

BI011 BI001011 amBudgLine lBudgLineId

BI012 BI001012 amExpenseLine lExpLineId

BI013 BI001013 amCntrRent lCntrRentId

BI014 BI001014 amCurrency lCurId

BI015 BI001015 amCurRate lCurRateId

BI016 BI001016 amAstProjDesc lAstProjDescId

BI017 BI001017 amProject lProjId

BI018 BI001018 amStock lStockId

BI019 BI001019 amWorkOrder lWorkOrderId

BI020 BI001020 amItemListVal lItemListValId

BI021 BI001021 amNature lNatureId

BI022 BI001022 amCostCategory lCostCatID

BI023 BI001023 amCountry lCountryId

BI024 BI001024 amBudgetCategory lBudgCatId

BI025 BI001025 amBudget lBudgId

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Related topics
Data warehouse schema customization
AssetCenter VB script action definition
AssetCenter amOutputEvent record content
Importing predefined deletion workflow into AssetCenter
How do I import AssetCenter script files?
Extracting AssetCenter record deletion information
Marking deleted records in the data warehouse

AssetCenter VB script action definition

The script file defines how AssetCenter builds the memMessage field of an amOutputEvent record
for a deleted record of a specific table. The following example defines the amOutputEvent record
that corresponds to a deleted amPortfolio record.

Dim lErr as long

Dim hrOE as long
hrOE = AmCreateRecord("amOutputEvent")
lErr = AmSetFieldStrValue(hrOE, "Category", "BI Deletion" )
lErr = AmSetFieldStrValue(hrOE, "memMessage", "<BIDeletion table=amPortfolio ID=" &
[LPortfolioItemId] & "/>" )
lErr = AmInsertRecord(hrOE)
’ release handle
lErr = AmReleaseHandle(hrOE)
In the predefined import scripts, each table has one action definition:
• The AssetCenter table name.
• The unique column name used inside the data warehouse AssetCenter database for the
specified AssetCenter table.
The action definition in this example tracks record deletion of the AMASSET_D table in the data
warehouse AssetCenter database. The AMASSET_D table maps to the amPortfolio table in the
AssetCenter database. The key to finding the correct record in the AMASSET_D table for deletion
handling is the lPortfolioItemId field.
Related topics
AssetCenter deletion workflow

AssetCenter amOutputEvent record content

Importing predefined deletion workflow into AssetCenter
How do I import AssetCenter script files?
Extracting AssetCenter record deletion information
Marking deleted records in the data warehouse

AssetCenter amOutputEvent record content

When AssetCenter deletes a record of a table with deletion workflow defined, it adds a
corresponding record to the amOutputEvent table with the following content.

Field Name Description Example

CATEGORY Type of event BI Deletion

DTCREATED Date and time 03/07/2006 15:17:15

of event

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 creation

MEMMESSAGE Detail of the <BIDeletion table=amPortfolio ID=20105/> means

deletion event that AssetCenter deletes the amPortfolio record with
LPortfolioItemId field =20105.

The import script creates the BI_Connector user to access the AssetCenter database. The user
rights for BI_Connector allow for amOutputEvent record deletions. If you want to use a different
user, make sure that the designated user has BI_Admin rights assigned. This ensures that
processed event records are properly deleted from the AssetCenter amOutputEvent table.
Related topics
AssetCenter deletion workflow
AssetCenter VB script action definition
Importing predefined deletion workflow into AssetCenter
How do I import AssetCenter script files?
Extracting AssetCenter record deletion information
Marking deleted records in the data warehouse

Importing predefined deletion workflow into AssetCenter

The data warehouse for AssetCenter installation CD has the script file that imports the workflow.
The file path is:
\\ITPA\ITPA-AM\SupportFiles\import\dca.lst
The deletion workflow definition and the BI-specific user profile and rights definition are in the
first script file, dca.lst.
After you import the deletion workflow definitions, AssetCenter logs record deletions in the
amOutputEvent table in the AssetCenter database for the data warehouse Extract, Transform, and
Load (ETL) process.
Related topics
AssetCenter deletion workflow
AssetCenter VB script action definition
AssetCenter amOutputEvent record content
How do I import AssetCenter script files?
Extracting AssetCenter record deletion information
Marking deleted records in the data warehouse

How do I import AssetCenter script files?

1 From the DecisionCenter installation CD, copy this folder to your local computer.
\\ITPA\ITPA-AM\SupportFiles\import\dca.lst
2 Click Start > Programs > HP OpenView > AssetCenter 5.00 en > HP OpenView AssetCenter.
3 Click File > Import.
4 Click Execute a Script.
5 Click Browse to locate the folder you copied to your local computer.
6 Change the Files of Type drop-down to All Files (*.*).
7 Select dca.lst.
8 Click Import.
Related topics

327
AssetCenter deletion workflow
AssetCenter VB script action definition
AssetCenter amOutputEvent record content
Importing predefined deletion workflow into AssetCenter
Extracting AssetCenter record deletion information
Marking deleted records in the data warehouse

Extracting AssetCenter record deletion information

You extract record deletion information from the AssetCenter database to the data warehouse
AssetCenter database. During the data warehouse Extract, Transform, and Load (ETL) update
cycle, HP Connect-It processes the record deletion events logged in amOutputEvent.
Connect-It filters the records in the amOutputEvent table of the BI Deletion category. For each
selected amOutputEvent record, Connect-It extracts the needed information from the source event
record to create a corresponding BIRECORDDELETE record in the data warehouse with the
following content mapping.

AssetCenter Data warehouse

amOutputEvent field BIRECORDDELETE field

DTCREATED TIMESTAMP

Table=<> in memMessage TABLENAME

Id=<nnn> in memMessage KEYVAL1

Related topics
AssetCenter deletion workflow
AssetCenter VB script action definition
AssetCenter amOutputEvent record content
Importing predefined deletion workflow into AssetCenter
How do I import AssetCenter script files?
Marking deleted records in the data warehouse

Marking deleted records in the data warehouse

The data warehouse inspects the content of the BIRECORDDELETE table near the end of the
Extract, Transform, and Load (ETL) process. It then processes all the records in the table. For each
record in the BIRECORDDELETE table, the data warehouse process includes:
• Finding the record, as keyed by the value of KEYVAL1, in the data warehouse table that
corresponds to the specified AssetCenter table. For example, it finds the value of
TABLENAME.
• Marking the record inactive by updating the Z_RDSACTIVESTATUSIND field from "Y" to "N."
• Updating the deletion timestamp of the record. For example, it sets the Z_RDSDELETEDDATE
field to the value of the TIMESTAMP field of the corresponding BIRECORDDELETE record.
The data warehouse removes these records from the table when it processes all the records in the
BIRECORDDELETE table. At the end of the ETL process, HP Connect-it tracks the data
synchronization status. AssetCenter then removes the existing BIDeletion-specific records that it
finds in the amOutputEvent table.
Related topics

328
AssetCenter deletion workflow
AssetCenter VB script action definition
AssetCenter amOutputEvent record content
Importing predefined deletion workflow into AssetCenter
How do I import AssetCenter script files?
Extracting AssetCenter record deletion information

Universe customization
The Business Objects Designer tool allows you to customize the universe (UNV) file. The universe
is the metadata layer that contains data attributes and data structures.
The universe files are in your Business Objects directory. The default path is:
\\Program Files\Business Objects\BusinessObjects Enterprise 11.5\FileStore\Input

Package Universe file name

Performance Analytics alignment analysis.unv

alignment metrics.unv
itpa asset management.unv
itpa service management.unv
itpm change analysis.unv
itpm change metrics.unv
itpm helpdesk analysis.unv
itpm helpdesk metrics.unv
itpm incident analysis.unv
itpm incident metrics.unv
itpm request analysis.unv
itpm request metrics.unv

Business Impact Analytics business impact analysis.unv

business impact metrics.unv

Impact and Optimization simulation optimization analysis.unv

After you customize the data warehouse, you need to edit the universe to show this data to your end
user. You can then check database integrity and export the universe file to the Business Objects
server.
For more information, see the Business Objects documentation.
Related topics
DecisionCenter administration
Step 1: Edit the universe
Step 2: Check the database integrity
Step 3: Export the universe

Step 1: Edit the universe

The universe needs to reflect changes to the data warehouse schemas. You can use the
Business Objects Designer tool to perform the following tasks:
• Add new tables with links to existing tables.

329
 • Add new fields.
• Change existing fields.
When you customize the universe, do the following tasks in sequential order:
1 Add a new table or field.
2 Edit the existing Context.
3 Add a new table or field to the object browser.
To adhere to best practices when you update universe objects, include a common text string in the
descriptions you add or edit so that a quick search can identify them during future upgrades.
For more information, see the Business Objects documentation.
Related topics
Universe customization
How do I add a new table to the universe?
How do I edit the context?
How do I add a new table to the object browser?
How do I add a new field to the universe?
How do I add a new field to the object browser?
How do I edit an existing field in the universe?

How do I add a new table to the universe?

1 Click Start > Programs > BusinessObjects XI Release 2 > BusinessObjects Enterprise >
Designer.
2 Log on as Administrator with no password.
3 Click File > Import and select the universe you want to edit.
4 Click Insert > Tables.
5 Select the table and then click Insert.
6 Click Close. The table appears in the right pane of the main window as a table object.
7 Click Insert > Join.
8 In Table 1, select the first table of the join from the drop-down list, then click the field that
linked to this table.
9 In Table 2, select the data warehouse table and the field linked to this table.
10 Click Detect to determine the Cardinality of your join.
11 Read the text beneath the button that describes the join. If appropriate, change the Cardinality.
12 Click OK. A line connects the joins. You can right-click this line and select Join Properties at
any time to edit the settings again.
13 Add the new join relationships to the existing Context.
Related topics
Step 1: Edit the universe
How do I edit the context?
How do I add a new table to the object browser?
How do I add a new field to the universe?
How do I add a new field to the object browser?
How do I edit an existing field in the universe?

330
 How do I edit the context?

1 Click Start > Programs > BusinessObjects XI Release 2 > BusinessObjects Enterprise >
Designer.
2 Log on as Administrator with no password.
3 Click File > Import and select the universe you want to edit.
4 Click View > List Mode.
5 Select the Context you want to edit and right-click Context Properties.
6 Add the new link to the existing context.
7 Click OK.
Tip: Press the CTRL key when adding the link so that you keep the existing links.
Related topics
Step 1: Edit the universe
How do I add a new table to the universe?
How do I add a new table to the object browser?
How do I add a new field to the universe?
How do I add a new field to the object browser?
How do I edit an existing field in the universe?

How do I add a new table to the object browser?

1 Click Start > Programs > BusinessObjects XI Release 2 > BusinessObjects Enterprise >
Designer.
2 Log on as Administrator with no password.
3 Click File > Import.
4 Navigate to the universe file and click OK.
5 Expand the folders to open the folder with the new table.
6 Drag the new table from the right pane to the left pane.
7 To rename an object, right-click it and select Class Properties for folders or Object Properties
for fields.
8 Edit the name.
9 Click OK.
10 To hide a field, right-click the object and select Hide Item(s).
11 To move an object, drag it to the desired folder.
Related topics
Step 1: Edit the universe
How do I add a new table to the universe?
How do I edit the context?
How do I add a new field to the universe?
How do I add a new field to the object browser?
How do I edit an existing field in the universe?

How do I add a new field to the universe?

1 Click Start > Programs > BusinessObjects XI Release 2 > BusinessObjects Enterprise >
Designer.

331
 2 Log on as Administrator with no password.
3 Click File > Import.
4 Navigate to the universe file and click OK.
5 Click Insert > Tables.
6 Expand the table to see individual fields.
7 Click the new field.
8 Click Insert.
9 Click Close.
Related topics
Step 1: Edit the universe
How do I add a new table to the universe?
How do I edit the context?
How do I add a new table to the object browser?
How do I add a new field to the object browser?
How do I edit an existing field in the universe?

How do I add a new field to the object browser?

1 Click Start > Programs > BusinessObjects XI Release 2 > BusinessObjects Enterprise >
Designer.
2 Log on as Administrator with no password.
3 Click File > Import.
4 Navigate to the universe file and click OK.
5 Expand the folders to open the folder with the new field.
6 Right-click the folder and select Object.
7 In Edit Properties of Object 1, type a name in the Name text box.
8 In the Type drop-down list box, select a type.
9 In the Description text box, type a description for the field.
10 In the Select text box, browse or type the field in the format <tablename>.<fieldname>.
11 If appropriate, you can add filters in the Where text box.
12 Click OK to apply the changes.
13 If necessary, drag the new object to a different folder or location.
Related topics
Step 1: Edit the universe
How do I add a new table to the universe?
How do I edit the context?
How do I add a new table to the object browser?
How do I add a new field to the universe?
How do I edit an existing field in the universe?

How do I edit an existing field in the universe?

1 Click Start > Programs > BusinessObjects XI Release 2 > BusinessObjects Enterprise >
Designer.
2 Log on as Administrator with no password.

332
 3 Click File > Import.
4 Navigate to the universe file and click OK.
5 Browse to the field in the left pane.
6 Right-click and select Object Properties.
7 In Edit Properties, edit the Name, Type, and Description fields as needed.
Related topics
Step 1: Edit the universe
How do I add a new table to the universe?
How do I edit the context?
How do I add a new table to the object browser?
How do I add a new field to the universe?
How do I add a new field to the object browser?

Step 2: Check the database integrity

After you make your changes to the universe, you need to verify that the database links are valid.
Business Objects has a utility that checks the universe for problem areas.
For more information, see the Business Objects documentation.
Related topics
Universe customization
How do I check database integrity?

How do I check database integrity?

1 Click Start > Programs > BusinessObjects XI Release 2 > BusinessObjects Enterprise >
Designer.
2 Log on as Administrator with no password.
3 Click File > Open.
4 Navigate to the universe file and click Open.
5 Click Tools > Check Integrity.
6 Select Check All.
7 Click OK. The utility scans the universe and suggests potential problems.
8 Correct any problems.
9 Save your changes.
Related topics
Step 2: Check the database integrity

Step 3: Export the universe

After you complete your changes to the universe and verify the integrity of the database, you can
export the changes to the Business Objects server.
If you changed objects in the universe, check existing reports on your server that reference the
objects. You may need to edit the query to reflect your new changes.
For more information, see the Business Objects documentation.
Related topics

333
Universe customization
How do I export the universe to the Business Objects server?

How do I export the universe to the Business Objects server?

1 Click Start > Programs > BusinessObjects XI Release 2 > BusinessObjects Enterprise >
Designer.
2 Log on as Administrator with no password.
3 Create a new connection, as necessary, to your data warehouse.
4 Click File > Import.
5 Select the universe you want to import from the Available Universes pane.
6 Click OK.
7 When a success message appears, click OK.
8 Click File > Export.
9 Verify that any exported universe has the same directory destination.
Related topics
Step 3: Export the universe

Working with the data warehouse

The data warehouse is a repository of integrated information that is available for queries and
analysis. It contains the universe, which stores information in the data warehouse database.
The data warehouse interacts with the Business Objects server, HP Connect-It scenarios, and an
application server.

To start the Business Objects server

1 Click Start > Programs > BusinessObjects XI Release 2 > BusinessObjects Enterprise >
Central Configuration Manager.
2 Select Central Management Server and click Start.
3 Select additional servers based on your environment and click Start.

To stop the Business Objects server

1 Click Start > Programs > BusinessObjects XI Release 2 > BusinessObjects Enterprise >
Central Configuration Manager.
2 Select Central Management Server and click Stop.
3 Select additional servers based on your environment and click Stop.

To edit the universe

1 Click Start > Programs > BusinessObjects XI Release 2 > BusinessObjects Enterprise >
Designer.
2 Log on as Administrator with no password.
3 Open a universe and do the following tasks as needed:
— Add a new table.

334
 — Edit the context.
— Add a new field.
— Edit an existing field.

To export the universe to the Business Objects server

1 Click Start > Programs > BusinessObjects XI Release 2 > BusinessObjects Enterprise >
Designer.
2 Log on as Administrator with no password.
3 Create a new connection, as necessary, to your data warehouse.
4 Click File > Import.
5 Select the universe you want to import from the Available Universes pane.
6 Click OK.
7 When a success message appears, click OK.
8 Click File > Export.
9 Verify that any exported universe has the same directory destination.

To edit the data warehouse schema

1 Back up the rdsac_etl.xml or rds_etl.xml schema file.

2 Use an XML editor to edit, validate, and save the schema file.
3 From the command line, navigate to the scenario location.
4 Do one of the following:
— If you need to initialize the database with data, run the rds_init command.
— If you have data in the tables from the initial data synchronization, run the
rds_init_migrate command.
5 Verify that the data warehouse database contains the new table or field.

To start the Connect-It scenario

1 Click Start > Programs > HP Openview > Connect-It 3.8 en > Service Console.
2 Select the scenario name from the Scenario panel.
3 Click Start.

To stop the Connect-It scenario

1 Click Start > Programs > HP Openview > Connect-It 3.8 en > Service Console.
2 Select the scenario name from the Scenario panel.
3 Click Stop.

To start the Connect-It Scenario Builder

• Click Start > Programs > HP Openview > Connect-It 3.8 en > Connect-It Scenario Builder.

335
 To stop the Connect-It Scenario Builder

• Click File > Exit.

To view the data warehouse scenario

1 Click Start > Programs > HP Openview > Connect-It 3.8 en > Connect-It Scenario Builder.
2 Click Open and navigate to the scenario.
The default AssetCenter path is:
\\Program Files\HP\DecisionCenter 2.00\ITPA-AM\cit\rds_ac.scn
The default ServiceCenter path is:
\\Program Files\HP\DecisionCenter 2.00\ITPA-SM\cit\rds_sc.scn
3 For AssetCenter, right-click the HP Connector for Asset Management.
For ServiceCenter, right-click the HP Connector for ServiceCenter.
4 Click Open connector.

To start and stop the application server

• See your server documentation.

Related topics
Data warehouse administration
Overview: Data warehouse
Basic tasks: Data warehouse
Synchronization
Customization workflow
Data warehouse schema customization
Connect-It scenario customization
Universe customization
Data warehouse system tables

Data warehouse system tables

The system tables in the data warehouse provide information about schema metadata, the data
warehouse environment, Extract, Transform, and Load (ETL) processing, and time dimension
reporting.

Table purpose Table name

Track schema metadata RDS_SCDCOLUMN

RDS_SEQUENCE
RDS_UNIQUECOLUMN

Store environment data RDS_DBINFO

Track ETL processing RDS_CIT_LOG

RDS_CITSCHPTR_LOG
RDS_CITSYNC_LOG
RDS_ETLSYNC_LOG

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 Table purpose Table name

RDS_LOGINFO

Provide time measurements RDS_TIMEDIM_D

Related topics
DecisionCenter administration
RDS_CIT_LOG table
RDS_CITSCHPTR_LOG table
RDS_CITSYNC_LOG table
RDS_DBINFO table
RDS_ETLSYNC_LOG table
RDS_LOGINFO table
RDS_SCDCOLUMN table
RDS_SEQUENCE table
RDS_TIMEDIM_D table
RDS_UNIQUECOLUMN table

RDS_CIT_LOG table
The RDS_CIT_LOG table tracks the internal data warehouse Extract, Transform, and Load (ETL)
processing status.

Name Null? Type Description

ID Not NULL NUMBER(10) Unique system key

STATE_FLAG VARCHAR2(60) ETL process status

CIT_TIME DATE ETL process time

The STATE_FLAG values show the ETL process status.

Value Description

CIT_START Data warehouse HP Connect-It scenario initial or

periodic synchronization starts

CIT_FAILED Connect-It scenario initial or periodic synchronization

fails

RDS_SYNC_FACT_START Data warehouse fact tables population starts

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 Value Description

RDS_SYNC_ASSOCIATE_START Data warehouse associate tables population starts

RDS_SYNC_DELTRAN_START Data warehouse deletion synchronization starts

RDS_SYNC_SYSTEM_START Data warehouse system tables population starts

RDS_AGG_START Data warehouse aggregation tables population starts

RDS_HIER_START Data warehouse hierarchy tables population starts

COMPLETED ETL process is completed

Related topics
RDS_CITSCHPTR_LOG table
RDS_CITSYNC_LOG table
RDS_DBINFO table
RDS_ETLSYNC_LOG table
RDS_LOGINFO table
RDS_SCDCOLUMN table
RDS_SEQUENCE table
RDS_TIMEDIM_D table
RDS_UNIQUECOLUMN table

RDS_CITSCHPTR_LOG table
The RDS_CITSCHPTR_LOG table tracks the Connect-It schedule pointer records, which enable
you to recover only those records that were modified or created since the last scenario startup.

Name Null? Type Description

RDS_CITSCHEDLOG_ID Not NULL NUMBER Unique ID

TABLE_NAME Not NULL VARCHAR(80) Source table

name

LASTSYNC_DATE DATE Last

synchronization
time

SCENARIO_NAME Not NULL VARCHAR(30) Connect-It

scenario name

338
 Z_RDSCREATEDDATE DATE Date record was
created

Z_RDSMODIFIEDDATE DATE Date record was

modified

Related topics
RDS_CIT_LOG table
RDS_CITSYNC_LOG table
RDS_DBINFO table
RDS_ETLSYNC_LOG table
RDS_LOGINFO table
RDS_SCDCOLUMN table
RDS_SEQUENCE table
RDS_TIMEDIM_D table
RDS_UNIQUECOLUMN table

RDS_CITSYNC_LOG table
The RDS_CITSCHPTR_LOG table tracks records mapped in source and target connectors.

Name Null? Type Description

RDS_CITSYNCLOG_ID Not NUMBER Unique ID

NULL

TABLE_NAME Not VARCHAR(80) Source / target table name

NULL

CONNECTOR_NAME Not VARCHAR(80) Connect-It connector name

NULL

SYNC_RECORD_COUNT Not NUMBER Number of synchronized records

NULL

DATE_LOGGED DATE Date logged in CITLOG table in

Connect-It monitoring database

ETYPE Not NUMBER Type of log in CITLOG table in Connect-

NULL It monitoring database

LLOGID Not NUMBER Unique ID in CITLOG table

NULL

LSESSIONID Not NUMBER Unique Connect-It session ID

NULL

339
 Name Null? Type Description

SCENARIO_NAME Not VARCHAR(30) Connect-It scenario name

NULL

Z_RDSCREATEDDATE DATE Date record was created

Related topics
RDS_CIT_LOG table
RDS_CITSCHPTR_LOG table
RDS_DBINFO table
RDS_ETLSYNC_LOG table
RDS_LOGINFO table
RDS_SCDCOLUMN table
RDS_SEQUENCE table
RDS_TIMEDIM_D table
RDS_UNIQUECOLUMN table

RDS_DBINFO table
The RDS_DBINFO table stores information about the data warehouse deployment environment.

Name Null? Type Description

Z_RDS_DBINFO_ID Not NULL NUMBER(10) Unique system key

OSTYPE VARCHAR2(20) Operating systems

type

DATABASETYPE VARCHAR2(20) Database type

DATABASENAME VARCHAR2(20) Database name

DATABASEURL VARCHAR2(100) JDBC URL to

connect

USERID VARCHAR2(20) User name to access

the database

USERPASSWORD VARCHAR2(20) User password

PROG_PATH VARCHAR2(100) Data warehouse

installation path

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 Name Null? Type Description

PROG_NAME VARCHAR2(100) Data warehouse

program name

Related topics
RDS_CIT_LOG table
RDS_CITSCHPTR_LOG table
RDS_CITSYNC_LOG table
RDS_ETLSYNC_LOG table
RDS_LOGINFO table
RDS_SCDCOLUMN table
RDS_SEQUENCE table
RDS_TIMEDIM_D table
RDS_UNIQUECOLUMN table

RDS_ETLSYNC_LOG table
The RDS_ETLSYNC_LOG table provides information about the Extract, Transform, and
Load (ETL) synchronization volume.
The following example contains RDS_ETLSYNC_LOG information.

Name Null? Type Description

RDS_ETLSYNC_LOG_ID Not NULL NUMBER Unique system key

TABLE_NAME Not NULL VARCHAR2(80) Populated table name

TABLE_ACTION Not NULL VARCHAR2(80) ETL process updating action codes:

Add
Update
Update with SCD
Delete
Log

SYNC_RECORD_COUNT Not NULL NUMBER Total record number of the

updating described by the action
code

SYNC_DATETIME DATE Sync date time

Z_RDSCREATEDDATE DATE Track record creation date time

Related topics
RDS_CIT_LOG table
RDS_CITSCHPTR_LOG table
RDS_CITSYNC_LOG table

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RDS_DBINFO table
RDS_LOGINFO table
RDS_SCDCOLUMN table
RDS_SEQUENCE table
RDS_TIMEDIM_D table
RDS_UNIQUECOLUMN table

RDS_LOGINFO table
The RDS_LOGINFO table tracks the status of the Extract, Transform, and Load process.

Name Null? Type Description

RDS_LOGINFO_ID Not NUMBER Unique ID

NULL

CHKPOINT_NAME Not VARCHAR(30) Name of validating tool

NULL

STATUS Not VARCHAR(80) Process status

NULL

ERRORCODE NUMBER Error code from CITLOG table

in Connect-It monitoring
database

ERRORDESC VARCHAR(255) Error description

CONTEXT VARCHAR(255) Message context from CITLOG

table in Connect-It monitoring
database

LSESSIONID NUMBER Unique Connect-It session ID

SCENARIO_NAME Not VARCHAR(30) Connect-It scenario name

NULL

Z_RDSCREATEDDATE DATE Date record was created

Related topics
RDS_CIT_LOG table
RDS_CITSCHPTR_LOG table
RDS CITSYNC_LOG table
RDS_DBINFO table
RDS_ETLSYNC_LOG table
RDS_SCDCOLUMN table
RDS_SEQUENCE table
RDS_TIMEDIM_D table
RDS_UNIQUECOLUMN table

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 RDS_SCDCOLUMN table
The RDS_SCDCOLUMN table tracks the Slowly Changing Dimension (SCD) columns for
dimension tables. The data warehouse HP Connect-It scenario uses this information to update the
information with a simple overwrite procedure or the SCD Type Two update in the Extract,
Transform, and Load (ETL) process. The SCD Type Two updating process creates a new record and
marks the existing record as old in dimension tables.
The following example contains RDS_SCDCOLUMN table columns in an Oracle database.

Name Null? Type Description

LRDS_SCDCOLUMN_ID Not NUMBER(10) Unique system key

NULL

TABLE_NAME Not VARCHAR2(80) The name of the table as it appears

NULL in the data warehouse database,
without any suffixes

SRC_SCDCOLUMN Not VARCHAR2(80) The name of the column as it

NULL appears in the original data source.
If this contains a period, it must
have single quotation marks.

RDS_SCDCOLUMN Not VARCHAR2(80) The name of the column as it

NULL appears in the data warehouse

TYPE_SCDCOLUMN Not VARCHAR2(30) The data type of the column in the

NULL original source data

TABLE_SCDNUMBER Not NUMBER(10) The sequence number of the SCD

NULL column if more than one

Related topics
RDS_CIT_LOG table
RDS_CITSCHPTR_LOG table
RDS_CITSYNC_LOG table
RDS_DBINFO table
RDS_ETLSYNC_LOG table
RDS_LOGINFO table
RDS_SEQUENCE table
RDS_TIMEDIM_D table
RDS_UNIQUECOLUMN table

RDS_SEQUENCE table
The RDS_SEQUENCE table stores the next available sequence value for the unique system keys
for all data warehouse tables.

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 Name Null? Type Description

LRDS_SEQUENCE_ID Not NULL NUMBER(10) Unique system key

TABLE_NAME Not NULL VARCHAR2(80) Data warehouse table

name

TABLE_SEQUENCE Not NULL NUMBER(0) Sequence value

Related topics
RDS_CIT_LOG table
RDS_CITSCHPTR_LOG table
RDS_CITSYNC_LOG table
RDS_DBINFO table
RDS_ETLSYNC_LOG table
RDS_LOGINFO table
RDS_SCDCOLUMN table
RDS_TIMEDIM_D table
RDS_UNIQUECOLUMN table

RDS_TIMEDIM_D table
The data warehouse time dimension table provides the mechanism for DecisionCenter reporting
based on days, months, quarters and years.
All data warehouse aggregation tables end with _AGG. Table name conventions pertain to weeks,
quarters and months, and years. RDS_TIMEDIM_D stores the calendar days from 1995 to 2010.
The data warehouse installer sets the start-year and end-year values, and saves them in the
rds.properties file of the data warehouse installation conf directory:
\\…\HP\DecisionCenter 2.00\ITPA-SM.
rds.startDate=1995
rds.endDate=2010
The following example contains time dimension table columns information.

Name Null? Type

RDS_TIMEDIM_DID Not NUMBER

NULL

FULLDATE VARCHAR2(20)

WEEK VARCHAR2(10)

MONTH VARCHAR2(20)

QUARTER VARACHAR2(4)

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 Name Null? Type

YEAR VARCHARS2(10)

FISCALPERIOD VARCHAR2(4)

LASTDAYINMONTHFLAG CHAR(1)

FULLDATE_D DATE

MONTH_NUMERIC NUMBER

QUALIFIED_QUARTER VARCHAR(15)

QUALIFIED_MONTH VARCHAR(15)

QUALIFIED_WEEK VARCHAR(15)

FISCALYEAR VARCHAR(10)

Related topics
RDS_CIT_LOG table
RDS_CITSCHPTR_LOG table
RDS_CITSYNC_LOG table
RDS_DBINFO table
RDS_ETLSYNC_LOG table
RDS_LOGINFO table
RDS_SCDCOLUMN table
RDS_SEQUENCE table
RDS_UNIQUECOLUMN table

RDS_UNIQUECOLUMN table
The RDS_UNIQUECOLUMN table tracks the unique columns for the reporting tables. It also
includes unique fields for the ServiceCenter and AssetCenter source files. The data warehouse
schema creation program uses this information to create unique indexes for data warehouse
reporting tables. The HP Connect-It scenarios use the unique field values to add new or update
existing records in the Extract, Transform, and Load process.
The following example contains RDS_UNIQUECOLUMN table columns in an Oracle database.

Name Null? Type Description

LRDS_UNIQUECOLUMN_ID Not NUMBER(10) Unique system key

NULL

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 Name Null? Type Description

TABLE_NAME Not VARCHAR2(80) The name of the table as it

NULL appears in the data
warehouse database,
without any suffixes

TABLE_TYPE VARCHAR2(80) Data warehouse table type

as one of following values:
DIMENSION
DIRECT_MAPPING

DS_TABLE_NAME Not VARCHAR2(30) The name of the table or

NULL file as it appears in the
original ServiceCenter or
AssetCenter data source

DS_TABLE_TYPE Not VARCHAR2(30) File type has the following

NULL values:
DATA_SOURCE (as a
source file)
PARENT_DIM
Note: Use PARENT_DIM
information for cascading
delete. When the value of
DS_TABLE_NAME is
deleted from the data
source, the corresponding
record in the
TABLE_NAME table is
marked as inactive.

SRC_UNIQUECOLUMN Not VARCHAR2(80) The name of the column as

NULL it appears in the original
data source. If this contains
a period, it must have
single quotation marks.

RDS_UNIQUECOLUMN Not VARCHAR2(80) The name of the column as

NULL it appears in the data
warehouse

TYPE_UNIQUECOLUMN VARCHAR2(30) The data type of the

column in the original data
source

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 Name Null? Type Description

TABLE_UNIQUENUMBER Not VARCHAR2(10) Index of the field in the

NULL unique key.
Note: If the table uses a
single field key, it is always
1. If the key contains
multiple fields, this lists
the field order in the key.

In the following example, the CLOCK table uses four fields to build its key.

DS_TABLE_NAME SRC_UNIQUECOLUMN RDS_UNIQUECOLUMN TABLE_UNIQUENUMBER

clocks TYPE TYPEPRGN 1

clocks ‘KEY.CHAR’ KEY_CHAR 2

clocks ‘KEY.NUMERIC’ KEY_NUMERIC_KEY 3

clocks NAME NAME 4

Related topics
RDS_CIT_LOG table
RDS_CITSCHPTR_LOG table
RDS_CITSYNC_LOG table
RDS_DBINFO table
RDS_ETLSYNC_LOG table
RDS_LOGINFO table
RDS_SCDCOLUMN table
RDS_SEQUENCE table
RDS_TIMEDIM_D table

Security
DecisionCenter security models use predefined access levels and security roles. Administrators
must grant access rights to the groups and security roles in Business Objects.
DecisionCenter supports Lightweight Directory Access Protocol (LDAP) authentication. The BI
Authentication Processing filter validates users and groups.
The steps to enable LDAP are:
1 Set up the LDAP server.
2 Create DecisionCenter users and groups in the LDAP server.
3 Configure LDAP authentication in Business Objects.
You must configure the Business Objects LDAP host server to authenticate in Business Objects.
For more information about LDAP in Business Objects, see your Business Objects documentation.

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Related topics
DecisionCenter Administration
Access levels
Security roles
Security profiles
Data level access restrictions
Out-of-box report safeguards

Access levels
Each DecisionCenter access level has associated folders and groups that require authentication.

Access level name Folder and menu access Folder access rights

Performance Analytics (ITPA) IT Financial Management SSTR IT Financial Management

Service Level Management SSDA Service Level Management
Change Management STRN Change Management
Incident Management SOPR Incident Management
Problem Management SOPR Problem Management
Request Management SOPR Request Management
Service Desk SOPR Service Desk

Business Impact Analysis (BIA) Business Impact SSTR Business Impact

Performance Optimization (ITPO) Not applicable ITPO Simulation and Optimization

For more information about granting access to folders for groups, see your Business Objects
documentation.
Related topics
Security
Security roles
Security profiles
Data level access restrictions
Out-of-box report safeguards

Security roles
The DecisionCenter security roles determine group access levels. The roles map to Business Objects
Central Management Server (CMS) and Performance Management (PM) rights.

Mapping to
Role Activity CMS Mapping to PM

General Analytics capability to view historical View on Demand Advanced predefined access
Management (GM) and operational statistics and access predefined access level with General category
analytics function capabilities level to view dashboards

348
 Mapping to
Role Activity CMS Mapping to PM

Advanced Analytics capability to view and edit Full Control Advanced predefined access
Analysis (AA) analytics and metrics and access predefined access level with App Foundation
analytics function capabilities level category

Administration Access to all GM and AA capabilities Advanced Advanced predefined access

(Admin) plus all administration system tasks predefined access level with all PM access
level categories

For more information about predefined access levels, see your Business Objects documentation.
Related topics
Security
Access levels
Security profiles
Data level access restrictions
Out-of-box report safeguards

Security profiles
Administrators must validate users and groups in the LDAP server. Changes to group names
require changes to both the web.xml file and the LDAP server. DecisionCenter has the following
out-of-box groups.

Analytic General Management Advanced Analysis Administration

type role role role

Performance ITPA_GM ITPA_AA ITPA_Admin

Analytics

Business BIA_GM BIA_AA BIA_Admin

Impact
Analytics

Performance ITPO_GM ITPO_AA ITPO_Admin

Optimization

For more information about mapping LDAP group in Business Objects, see your Business Objects
documentation.
Related topics
Security
Access levels
Security roles
Data level access restrictions
Out-of-box report safeguards

349
 Data level access restrictions
DecisionCenter has no predefined data level security. Administrators can use the Business Objects
universe security level to implement their own data levels.

Level type Description

Object Objects that are not available to the universe query.

Row WHERE clause that restricts access to row and limits the
result set that the query returns.

For more information, see your Business Objects documentation.

Related topics
Security
Access levels
Security roles
Security profiles
Out-of-box report safeguards

Out-of-box report safeguards

You can prevent users from overwriting customizations to the out-of-box reports by applying
security access settings. To adhere to best practices, save a copy of the out-of-box reports to another
folder, and then modify the copy.
You can use the Business Objects Central Management Console to set security access to folders.
1 Click Start > Programs > Business Objects XI Release 2 > BusinessObjects Enterprise >
BusinessObjects Enterprise Java Administration Launchpad.
2 Click Central Management Console.
3 Log on as Administrator.
4 Select Folders > Folder Title (for example, ITPA Service Management).
5 Click the Rights tab.
6 In the Access Level column next to the user or group, select Advanced from the drop-down
menu.
7 On Advanced Rights, change the Advanced Access Level setting for The Right To:
— Copy object to another folder, select Explicitly Granted.
— Edit objects, select Explicitly Deny.
By setting the edit object function to deny, the user or group cannot save or overwrite the report.
Because the modify link is available on the report, users have the save as option to save the report
to another folder where they have rights to modify that report. All report modifications must be on
the copy, not the original, out-of-box reports.
For more information about security access settings, see your Business Objects documentation.

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