Service 360 key concepts

Service 360 uses a number of terms that describe the key concepts that it supports.

Service 360 relies heavily on Performance Analytics for its reporting tools and capabilities. See Performance Analytics for a full list of concepts and terminology.
Table 1. Service 360 key concepts
Concept Definition
Business Service Any service that directly supports a business process, or a service that is delivered to business customers by business units.
Treemap A D3 rendered hierarchy (similar to a heat map) that allows users to view specific scores from key performance indicators. For Service 360, the scores are related to business services.
Dashboard Serves as the homepage for a specific Business Service. A dashboard can have multiple tabs, and each tab can hold one or more widgets. Only users with the pa_admin and pa_power_user roles can edit dashboards.
Tile Displays a score for a specific record on the treemap when a category and indicator are selected. In Service 360, each tile corresponds to a single Business Service. If click-through is enabled, a tile can be selected to view additional information about the entity represented in the tile. Click-through is enabled for Service 360 out-of-box.
Category A group of indicators on the treemap related to a specific, strategic business area. The out-of-box categories are Risk, Operation, Investment, and Finance.
Indicator A type of performance measurement used by businesses to measure current conditions, and to forecast business trends. Indicators are commonly used to evaluate success. Success is defined as progress toward strategic goals. It is also defined as the repeated achievement of some level of operational goals. For example, zero breached service level agreements, or zero projects over budget.
Widget A visual presentation of the indicator on a dashboard. Widgets can display the indicator as a chart, speedometer, dial, scorecard, or column based on various breakdowns like time series, scores, and location.