Warning:

If you experiment issue with data coherences, please read carrefully the following SAP Notes:

3107002 - DP_ITSM filters not working for KPI - Number of Tickets for ITSM Transactions

All kpis has been reviewed and the data source for metric has been changed from standard ITSM BW cubes to SAP CRM BOL Query.

Please refer to New DP_ITSM for reference

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	Description	Default 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 Filter: Transaction: 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)

Transaction

Priority

Support Team

Processor

5.2 Average Processing Time

OCC Query:

Period / Resolution : Last Month / Week

The results in the query:

5.3 Average Work Effort

OCC Query:

Period/Granularity : Last Month/Week

PS: For the Average Work Effort, we 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:

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:

Period/Granularity : Last Month/Week

PS: For the Average Number of Status Iterations, we 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:

Period/Granularity : Last Month/Day

PS: For the Number of Tickets out of IRT, we 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:

Period/Granularity : Yesterday/Day

PS: For the Number of Tickets out of MPT, we 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:

Period/Granularity : Last Week/Day

PS: For the Number of Open Tickets, we 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:

Period/Granularity : Last Week/Day

PS: For the Average deviation from IRT, we 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:

Period/Granularity: Last Month/Week

PS: For the Average deviation from MPT, we 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.