Performance Analytics Intro
Performance Analytics generates accurate historical trends by capturing on a regular basis, typically daily.
e.g. Reporting can tell you which tickets raised on day 1 assigned to Networks team, PA can tell you that Service Desk sat on them for 2 days before assigning to networks
PA answers questions such as:
Where were we before? Where are we today? How have we improved?
how quickly are we going to reach our goals?
In addition to snapshotting and trending, Performance Analytics is able to:
· Track performance against Targets
· Alert when Thresholds are met
· Forecast future performance
· Compare performance for different time periods
· Speed up deployment with best practice out-of-box metrics
Dashboards use both Performance Analytics widgets and Reports to build a comprehensive picture of your business process health.
Scheduled jobs run regularly to take periodic snapshots of process behavior. Over time, this continuous stream of data builds a trend.
Indicator scores are stored in data tables. These tables are the data source of all visualizations:
- [pa_scores_l1], [pa_scores_l2] - numeric scores for Indicators
- [pa_snapshots] - references to the actual process records
Individual Indicator (KPI) scores become available after collection completes. Widgets present Indicator score in a specific format - trend line, bar chart, etc.
Example: You monitor the volume of incidents using the indicator. This metric can be visualized as a single score, or, as a trend of daily readings over time by configuring the appropriate widget.
Multiple Indicator Widgets are presented in a single Dashboard view enabling stakeholders to view all relevant business process information in a single place.
Architecture and components:
· End users generate data
· Indicators: process measurements you wish to track (e.g. number of open incidents)
· Breakdowns by which to group metrics you track (e.g. priority, category)
· Scores and snapshots tables populated as a result of data collection
· Analytics hub: statistics, score comparison, forecasting. Process owners can visualise their business KPIs in many widget types
· Dashboards containing multiple widgets can be shared with all stakeholders
Plan and Prepare
Define measurements to assess and drive goal attainment
- Identify the business processes you want to measure and improve
- Determine factors and behaviors which affect the health of these business processes
- Decide the metrics to measure
- Use the to document your requirements and prototype your performance monitoring solution
Leverage existing Analytics Solutions
- Do not jump to creating new KPIs just yet!
- Review the out-of-the-box Analytics solutions provided as Content Pack plugins
- Check your license entitlement and activate applicable Analytics Solutions / Content Pack plugins
- Start by using the built-in best practice dashboards and KPIs available in process specific Analytics Solutions bundles
- Review documentation on available Analytics Solutions (Content Packs)
Configure and Collect
Verify Configuration and Collect Data and Scores
- Verify Sources and Definitions
- Configure Jobs
- Schedule collection to take periodic snapshots of your performance
: Collection jobs need to be configured to run with the desired frequency and activated. Daily snapshot collections build trends over time. Historical collection jobs should be executed initially for existing data.
Visualize and Empower
Drive data-based decision making
- Explore the available pre-configured content to get a feel for your data and decide on any dashboard customizations
- Grant dashboard access to stakeholders
- Empower everyone to take action with embedded, real-time analytics
: Strive to display actionable KPIs that tell the story of your business process and display the right level of information to their intended viewers.
- There are over 600 built-in KPIs for ITSM, ITBM, CSM, HR, Security, and other processes
- This out-of-the-box content is available as typically named and can be activated by your Sys Admin
- Navigate to to view all applications
- Search for to view available Content Packs
Indicators define metrics to track. They are based on an Indicator Source.
For example, the content pack provides data that can be used to monitor trend information on strategic Key Performance Indictors (KPIs) like , , , and more.
The Indicator source defines all Changes with State = Open.
The Indicator uses the source but retrieves only changes.
Similarly, the Indicator also uses the Indicator source but retrieves only the changes.
The data representing process or service is defined by Indicators and collected by . Multi-day jobs collect the initial historic data. Regular jobs are then scheduled to run on a periodic basis (usually daily).
Once metrics are collected, Widgets and dashboards give you the ability to to your organization. The widgets are the or reusable views of indicators and breakdowns. You can place multiple widgets on a single dashboard to drive insight across processes and services.
- A Daily collection is an Active job that is configured to run
- Once configured, it automatically populates daily metrics into the Scores tables
- A Daily collection can accurately capture changes in Breakdown trends
To do that, navigate to and check the job State
Here are some tips for ensuring that your Dashboards are providing value to the organization:
Use the Analytics Hub to perform in-depth analysis of Indicator performance data using summary , , and .
· Time series widget
· Score widget
· Breakdown widget
· Workbench widget
Activate incident pack
Type performance in navigator
Go to data collector> jobs> verify 2 incident jobs (historic> check relative start and start interval, should only be run once, daily > activate the daily job)
On historic, scroll down to indicators
Navigate to indicator sources> open incident.new> confirm conditions and facts are correct
Repeat for incident.open, incident.resolved
Navigate to PA> dashboards
Type incident in search
Open incident management dashboard> click settings in the banner (top-right cog)> set home property to dashboards
Activate incident SLA pack
System definition> plugins> install the plugin
Navigate to performance analytics> data collector> jobs
2 incident jobs should have been added
Adjust relative start / relative start interval on the jobs
Click execute now on the historic job
Confirm job completion via job logs, refresh list action via context menu
Navigate to indicator sources> examine SLA and OLA indicators
Navigate to jobs and activate daily collection job
Navigate to PA> dashboards
Click on All to view all dashboards
Look for SLA dashboards> go to incident SLA management dashboard> activate the dashboard, set system administrator to the owner of the dashboard