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1. Objectives

This article explains how to use the  IT Service Management (ITSM) data provider.

2. Supported Renderers

The ITSM data provider supports this following renderers:

  • Area Chart
  • Bar Chart
  • Column Chart
  • Line Column
  • Line Chart
  • SLR Renderer
  • SLR Table Renderer
  • Stack Column Chart

3. Metrics Description

Here is a table explaining all possible attributes for the metrics:

Attributes DescriptionDefault Value
Type

 The type of the ITSM:

  • Incident
  • Problem
  • Request for change
  • Change document
  • Cross
 ALL
KPI

The list of the KPI:

  • Number of Tickets For ITSM Transactions
  • Average Processing Time
  • Average Work Effort
  • Total Average Work Effort
  • Average Number of Status Iterations
  • Number of Open Tickets
  • Number of Tickets out of IRT
  • Number of Tickets out of MPT
  • Average Deviation from IRT
  • Average Deviation from MPT
  • Number of created tickets
  • Number of non confirmed tickets
  • Number of closed tickets
  • Number of created tickets backlog
  • Number of non confirmed tickets backlog
  • Number of closed tickets backlog
 ALL
Transaction

The list of the transaction:

  • Incident (IT Service Management)
  • ZMIN
  • ...
 ALL

Priority

The list of the priorities:

  • 0
  • 1: Very High
  • 2: High
  • 3: Medium
  • 4: Low
 ALL

Business Partner*

The list of the Business Partner. ALL
Category level 1*

The list of the Category level:

  • ERP
  • FI
  • CO
  • CRM
  • SRM
  • ...
 ALL
Status

The list of the Status :

  • Created
  • In development
  • To Be Tested
  • Successfully Tested
  • ...
 ALL


4. Attributes Description

The DP ITSM has 2 tabs for attributes:

  • KPI
  • Filters

4.1 KPI Tab

To add an ITSM  data provider in the KPI table:

  • Select data provider /STDF/DP_ITSM (1)
  • Select a KPI tab (2)
  • Select a Type (3)
  • Select a KPI (4)


4.2 Filters Tab

The Filters Tab displays 6 columns:

  • Select a Transaction (1)
  • Select a Priority (2)
  • Select a Support Team (3)
  • Select a Processor (4)
  • select a Category Level 1 (5)
  • Select a Status (6)  


5. How to Validate

Applied FilterTransaction: Incident (IT Service Management)

For this KPI, we will compare the results found on OCC dashboard with The Solution Manager IT Service Management using the link below and selecting the first business role.

5.1 Number of Tickets For ITSM Transactions

For the first example, we select the mentioned filters shown in the table below:

Type

KPI (Metric name)

TransactionPriority Support Team Processor 


Category

Level  1

Status
Incident

Number of Tickets For  ITSM Transactions

Defect  Medium All All AllNew


OCC Query:

/STDF/DP_ITSM:TYPE=Incidents|KPI=Number of Tickets For ITSM Transactions|Transaction=ZMIN|Priority=2|Support_Team=|Processor=|Category_Level_1=|Status=|legend=ZMIN High|visible=true|COLOR=#ff7f0e|OCC_JUMP_IN=|display_value=false|value_precision=2

Period / Resolution :  Last 1 Year / Month

Total= 5+3+2+3+2+1+1=17 incidents

The results on the CRM:

Using the transaction code : CRM_UI

Link : https://frncel277.nce.global.corp.sap:44310/sap(bD1lbiZjPTIwMCZkPW1pbg==)/bc/bsp/sap/crm_ui_start/default.html


5.2 Average Processing Time 

OCC Query:

/STDF/DP_ITSM:visible=true|legend=|COLOR=#1f77b4|OCC_JUMP_IN=|display_value=false|TYPE=Incidents|KPI=Average Processing Time|Transaction=|Priority=|Support_Team=|Processor=|Category_Level_1=|Status=

Period / Resolution : Last Month / Week


The results in the query:

5.3 Average Work Effort 

OCC Query:

/STDF/DP_ITSM:TYPE=Incidents|KPI=Average Work Effort|Transaction=SMIN|Priority=| Business_Partner=|Category_Level_1=|Status=

Period/Granularity : Last Month/Week

PS: For the Average Work Effortwe will check the returned results by the OCC Dashboard with the 0SPR_WTQ_IN_I_AVG_WORK_EFF query

The results in the query:

5.4 Total Average Work Effort 

OCC Query:

/STDF/DP_ITSM:TYPE=Incidents|KPI=Total Average Work Effort|Transaction=SMIN|Priority=|Business_Partner=|Category_Level_1=|Status=

Period/Granularity : Last Month/Week

The query0”SPR_WTQ_IN_I_AVG_PROC_TIME” is used to check the previous result:

The results in the query:

5.5 Average Number of Status Iterations 

OCC Query:

/STDF/DP_ITSM:TYPE=Incidents|KPI=Average Number of Status Iterations|Transaction=SMIN| Priority=|Business_Partner=|Category_Level_1=|Status=

Period/Granularity : Last Month/Week

PS: For the Average Number of Status Iterationswe will check the returned results by the OCC Dashboard with the 0SPR_WTQ_IN_I_AVG_ITERATION query

The results in the query:

5.6 Number of Tickets out of IRT 

OCC Query:

/STDF/DP_ITSM:TYPE=Incidents|KPI=Number of Tickets out of IRT|Transaction=SMIN|Priority=| Business_Partner=|Category_Level_1=|Status=

Period/Granularity : Last Month/Day

PS: For the Number of Tickets out of IRTwe will check the returned results by the OCC Dashboard with the 0SPR_WTQ_I_NUM_OUT_IRTMPT query

The results in the query:

5.7 Number of Tickets out of MPT

OCC Query:

/STDF/DP_ITSM:TYPE=Incidents|KPI=Number of Tickets out of MPT|Transaction=SMIN|Priority=| Business_Partner=|Category_Level_1=|Status=

Period/Granularity : Yesterday/Day

PS: For the Number of Tickets out of MPTwe will check the returned results by the OCC Dashboard with the 0SPR_WTQ_I_NUM_OUT_IRTMPT query

The results in the query:

5.8 Number of Open Tickets

OCC Query:

/STDF/DP_ITSM:TYPE=Incidents|KPI=Number of Open Tickets|Transaction=SMIN|Priority=| Business_Partner=|Category_Level_1=|Status=

Period/Granularity : Last Week/Day

PS: For the Number of Open Ticketswe will check the returned results by the OCC Dashboard with the 0SPR_WTQ_IN_I_OPEN_TICKETS query

The results in the query:

5.9 Average deviation from IRT

OCC Query:

/STDF/DP_ITSM:TYPE=Incidents|KPI=Average deviation from IRT|Transaction=SMIN|Priority=| Business_Partner=|Category_Level_1=|Status=

Period/Granularity : Last Week/Day

PS: For the Average deviation from IRTwe will check the returned results by the OCC Dashboard with the 0SPR_DATM  cube.

The results in the query:

Period/Granularity :Custom selection (From 16.01.2017 to 22.01.2017)

The results in the query:

In order to get the right values, we have to eliminate the redundant messages.

We have copied the shown results in an Excel document and eliminate for each message number its redundant so the final result is shown in the table below :

5.10 Average deviation from MPT

OCC Query:

/STDF/DP_ITSM:TYPE=Incidents|KPI=Average deviation from MPT|Transaction=SMIN|Priority=| Business_Partner=|Category_Level_1=|Status=

 Period/Granularity: Last Month/Week

PS: For the Average deviation from MPTwe will check the returned results by the OCC Dashboard with the 0SPR_DATM  cube.

The results in the query:

In order to get the right values, we have to eliminate the redundant messages.

We have copied the shown results in an Excel document and eliminate for each message number its redundant.

We get 162 different message number and the status change counter associated to each one is equal to 1 so the result is (162*1) divided by 162 equal to 1.


Filtering automatically on the category/status:

PS:When selecting a transaction type from the filter Tab, the appropriate lists of category and status are displayed automatically for the specified transaction.

Period/Granularity :Custom Selection 01/01/2016~12/31/2016|Month|Month



The results in the CRM:

IT Service Management linkhttps://ldcist7.wdf.sap.corp:44389/sap(bD1lbiZjPTIwMCZkPW1pbg==)/bc/bsp/sap/crm_ui_start/default.htm

The number of Tickets For ITSM Transactions| Last year = 14 + 2+1 = 17

The results in the CRM:

 5.11 Number of created tickets 

OCC Query :

/STDF/DP_ITSM:TYPE=Incidents|KPI=Number of created tickets|Transaction=ZMIN|Priority=|Support_Team=|Processor=|Category_Level_1=|Status=|legend=ZMIN|visible=true|COLOR=#aec7e8|OCC_JUMP_IN=|display_value=false|value_precision=2


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