Default configuration

To be useful as a reporting tool, Service 360 comes with fully configured indicators (both in Performance Analytics and Service 360), widgets, categories, dashboards, and treemaps, by default. Each indicator has its own treemap.

Default categories and indicators

The following categories and indicators are provided by default.

Table 1. Out-of-box categories and indicators in Service 360
Category Indicator Dependency Data Source Time Frequency Description
Operation Percent of Service Availability Service Portfolio Management service_availability Historical A measure of the actual availability of a particular service based on the duration of the uptime and downtime for a particular service’s offerings, commitments, and planned outages. The score displayed in the treemap is the most current percent of service availability.
Operation Percent of SLA Tasks Achieved Service Portfolio Management – SLA Commitments service_sla_result Historical The percent of Service Level Agreement (SLA) tasks that are not violated, so that it is possible to measure the successful response to service commitments. The percent displayed in treemap is the most current.
Operation Number of SLA Tasks Breached Service Portfolio Management –SLA Commitments service_sla_result Real time The number of Service Level Agreement (SLA) tasks that were not responded to at the guaranteed service commitment. The number displayed in the treemap, is the number of breached SLA tasks that are still active and unresolved.
Operation Net Promoter Score (NPS) Assessments asmt_metric_result Historical NPS is a measure of user satisfaction, which uses a 0-10 scale to divide the service consumers into three categories:
  • promoters (9-10)
  • passives (7-8)
  • detractors (0-6)
NPS can be as low as -100 or as high as +100; anything above 0 is positive, but a score above +50 is excellent. Any score below 0 needs serious improvement. The score displayed in the treemap is from the most recent assessment, usually at the end of the previous quarter.
Operation Number of Open Incidents Incident Management incident Real time Displays the number of open incidents on any given day to measure the workload of the Service Desk related to a single business service. The score is an indicator of issues with a particular service. The score displayed in the treemap is the most current score.
Operation Number of Open Problems
  • Problem Management
  • Performance Analytics – Content Pack – Problem Management
problem Real time Display of the number of open problems on a given day to measure the workload of the Service Desk. The score is also an indicator of issues with a particular service. The score displayed in the treemap is the most current score.
Note: By default, business services with smaller number of open changes is shown in a larger tile in the Service 360 treemap. To display the reverse (larger number shown in larger tile), go to Performance Analytics and set its Number of open changes indicator’s direction to Minimize.
Operation Number of Open Changes
  • Change Management
  • Performance Analytics – Content Pack – Change Management
change_request Real time Display of the number of open change requests to measure the workload of the Service Desk. The score displayed in the treemap is the most current score.
Risk Inherent Score GRC: Risk sn_grc_profile Historical The inherent score of a risk is the known risk a particular entity, in this case a business service, poses to the organization. This score is based on the likelihood the risk would occur, and the significance of the risk if it did occur. The score displayed in the treemap is the most current score.
Risk Residual Score GRC: Risk sn_grc_profile Historical The residual score of a risk is the lowest risk score a particular entity, in this case a business service, can achieve by employing controls and governance over the risk. The score is based on the likelihood the risk would occur, and the significance of the risk if it did occur after the risk is mitigated. The score displayed in the treemap is the most current score.
Risk Calculated Score GRC: Risk sn_grc_profile Historical The calculated score of a risk is the actual score for the amount of risk a particular entity, in this case a business service, poses to the organization. This score cannot be higher than the inherent score, and it cannot be lower than the residual score. The score displayed in the treemap is the most current score.
Investment Number of Upcoming Projects Project Portfolio Suite pm_portfolio_project Real time The number of projects with a start date occurring after the current day. Once the start date occurs, the project is no longer counted. The number displayed in the treemap is the most current count.
Investment Number of Active Projects Over Budget Project Portfolio Suite pm_portfolio_project Real time A project is over budget if its actual cost-to-date is greater than its budgeted cost, which only applies to active projects. The score displayed in the treemap is the most current.
Investment Total Budgeted Cost of Active Projects Project Portfolio Suite pm_portfolio_project Real time This cost is a sum of the budget for each active project that has a state set as work in progress. Used for project management planning only, not for any other calculations, or in Cost Management. The cost displayed in the treemap is the most current sum.
Investment Total Estimated Cost of Active Projects Project Portfolio Suite pm_portfolio_project Real time A rolled-up cost calculated from the sums of the estimated cost for all tasks in a project, if any exist. This cost per project is then summed again to display the total estimated cost in the treemap for all active projects relating to a specific business service. The cost displayed in the treemap is the most current.
Investment Total Actual Cost of Active Projects Project Portfolio Suite pm_portfolio_project Real time A rolled-up cost calculated from the sums of the estimated costs for all tasks in a project, if any exist. This cost per project is then summed again to display they total actual cost in the treemap for all active projects relating to a specific business service. The cost displayed in the treemap is the most current.
Finance Cost Allocation Financial Management
  • itfm_cost_allocation
  • _aggregate
Historical The cost allocated to a particular business service to keep it running and ensure its service offerings and commitments are met. It is the cost allocated per quarter using a default cost model.
Note: This is a custom indicator taken directly from ITFM. Selecting a tile that corresponds to business service re-directs you to the business service overview in the ITFM application, and not the Service 360 dashboard.
Note: Real time indicates that by drilling into a specific indicator, real time records are available to view real time data. The data displayed in the widgets and on the treemap are from the previous time frequency (for example, yesterday, last week, or last month).

Default tabs and widgets in Performance Analytics

Since click-through is enabled for Service 360, if any one of the tiles on the treemap is selected, the user is able to drill-in to a Performance Analytics dashboard that contains numerous tabs with more specific widgets as well as additional indicators to achieve a true 360 degree view into the specific business service.

The following additional indicators are displayed in the widgets on the dashboard.

Table 2. Additional out-of-box tabs and widgets in Performance Analytics
Tab Widget Dependency Data Source Data Availability Description
Overview Business Service Overview N/A, custom widget Business service Record Real time Displays key information pertaining to a specific Business Service. For example the Business Service Owner, the owner’s contact information, the business service’s business criticality, and operational status, all obtained from the Business Service record.
Availability Average service availability trend Service Portfolio Management service_availability Historical Displays a 90-day trend of the percent of service availability instead of a single score.
Availability Service availability by service offering Service Portfolio Management service_availability Historical A list of the service offerings for a particular business service to compare the availability of each service offering relative to another. Report of the percent availability per offering of the past four days, the trend of the availability over the past four days, and the percent change between the previous two day’s scores.
Availability Service availability by service commitment Service Portfolio Management service_availability Historical A list of service commitments for a particular business service to compare the availability of each service commitment relative to another. Report of the percent availability per commitment of the past four days, the trend of the availability over the past four days, and the percent change between the previous two day’s scores.
NPS NPS score by assessment metric Assessments asmt_metric_result Historical There are numerous assessment metrics, which are the particular questions, asked in a survey. This widget breaks down the scores by metric so it is easy to locate which areas of service are causing detractors, and thus those are the specific areas that need to be improved. NPS assessments are usually sent out quarterly, so this widget displays information from the previous quarter’s assessment.
NPS NPS responses by quarter Assessments asmt_metric_result Real time Breaks down the scores for all respondents per quarter into passive, promoter, or detractor so that a user can quickly see if the number of detractors is increasing or decreasing over the past 4 quarters.
NPS Number of NPS respondents Assessments asmt_metric_result Real time A number that represents the number of people that responded to the NPS survey for a particular quarter. There is also a trend-line to see if the number is increasing or decreasing over time, as well as the percent of responses, to know what percent of the total surveys sent out were returned.
SLA Achieved SLA task trend Service Portfolio Management – SLA Commitments service_sla_result Real time Displays a 7-day trend of the percent of SLA tasks achieved as well as the number of completed SLA tasks.
Risk Risk trend by type GRC: Risk sn_grc_profile Historical Can display a 7-day, 1-month, 3-month, 6-month, year-to-date, 1-year, or all-scores trend comparing inherent, residual, and calculated risk scores over the selected time.
Investment Cost comparison of active projects Project Portfolio Suite pm_portfolio_project Real time Compares the budgeted, estimated, and actual costs for active projects side-by-side instead of as individual scores.
Investment Completion percentage by project Project Portfolio Suite pm_portfolio_project Real time A list of all active projects and their respective completion percent as corresponding tasks are created, worked-on, and completed in the Project Management application.
Workload Workload trend by type
  • Incident Management
  • Problem Management
  • Change Management
  • Performance Analytics – Content Pack – Problem & Change Management
  • incident
  • problem
  • change_request
Real time Can display a 7-day, 1-month, 3-month, 6-month, year-to-date, 1-year, or all-scores trend, comparing the number of open incidents, problems, and changes over the selected time.

Default breakdowns in Performance Analytics

Incident Management, Problem Management, and Change Management are provided out-of-box, and are associated with the Workload indicators in Service 360. The workload indicators are supported by Performance Analytics—Content Packs for Incident Management, Change Management and Problem Management, which are premium plugins. If these content packs are activated prior to Service 360, and the indicators associated with workload are modified, activating Service 360 overrides the changes so that the indicators will work as they were originally intended. If the content packs are activated prior to Service 360, and the indicators associated with workload are deleted, activating Service 360 will not re-install the indicators, so there will be no indicators for workload.

By selecting any of these widgets on the dashboard, you are able to drill-in further to view a detailed scorecard for the indicator. A scorecard is an additional graphical visualization of the scores of an indicator. The basic look and feel of a scorecard cannot be changed, but they can be enhanced by adding targets, thresholds, trend lines, and useful comments for significant changes. In a scorecard, the scores of an indicator can be analyzed further by viewing the scores by breakdowns, aggregates, time series, and drilling down to the records on which the scores are based.

The following breakdowns are created to enhance Service 360.

Table 3. Additional out-of-box tabs and widgets in Performance Analytics
Breakdown Data Source Description
Business Service cmdb_ci_service Breaks down indicator information, such as risk scores or active project information, by the business service it is associated with.
Service Offering service_offering Breaks down the business service by associated service offerings.
Service Commitment service_commitment Breaks down the business service offerings by associated service commitments.
Assigned To sys_user Breaks down the business services by different types of users.
NPS Metric asmt_metric Breaks down the NPS indicator by assessment metric on the NPS assessment.
NPS Response sys_choice Breaks down the NPS indicator by the type of response to the assessment i.e. was the respondent a promoter, passive, or detractor.
Service Projects pm_project Breaks down all projects in the Project Portfolio Suite to only gather data corresponding to business services.
Project Manager sys_user Breaks down the project indicator by users who are designated as a Project Manager.
Project Phase sys_choice Breaks down the project indicator by the phase or state by which the projects are designated.
Project Portfolio pm_portfolio Breaks down the projects by the portfolio to which they belong.
Project Priority sys_choice Breaks down the projects by the priorities of the associated tasks in the project.

Default jobs in Performance Analytics

Some of the indicators have weekly or monthly activity frequency, and thus do not have scores that change daily. Real-time data is still enabled for these indicators, however, the score may remain the same until the end of the frequency.

Jobs collect data for the provided indicators and breakdowns. These jobs are run on a set schedule, or can be executed at will by the pa_admin or pa_data_collector. All jobs collect data from the previous period. For example, if the time interval is set to collect data daily, then a daily job collector collects data from the previous day.

The following Performance Analytics jobs are provided out-of-box.

Table 4. Out-of-box jobs in Performance Analytics
Job Name Run Frequency Description
PA Service360] Daily Collection for Operation Daily Collects data for all operation indicators, except those for workload, on a daily basis.
[PA Service 360] Daily Collection for Workload Daily Collects data for all workload indicators on a daily basis.
[PA Service 360] Monthly Collection for NPS Monthly Collects data for all NPS indicators on a monthly basis. NPS assessments may only be sent out once a quarter, so even though this runs once a month, the scores may be the same over multiple months.
[PA Service 360] Weekly Collection for Investment Weekly Collects data for all investment indicators on a weekly basis.
[PA Service 360] Weekly Collection for Risk Weekly

Collects data for all risk indicators on a weekly basis.

Service 360 comes with sample risk historical PA scores for display purposes. Prior to pulling live risk data, delete these sample historical scores from Performance Analytics’ scoresheet. You will lose Risk history PA data if you at any point after using Service 360 for Risk decide to:
  • Delete Performance Analytics scores collected for past time periods.
  • Run the job using relative start data of past periods, which would over-write history data with current data, producing straight lines on trend.