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View services health reports

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View services health reports

The CMDB service dashboard serves as a central location to view aggregated health reports for services at a glance. Also, it lets you drill into a service to perform remediation actions that address health issues, and that improve CMDB health. The CMDB service dashboard uses the Performance Analytics framework for dashboards and employs the capabilities it provides.


  • The Event Management and Service Mapping Core plugin must be activated.
  • If the system property glide.cms.enable.responsive_grid_layout exists, then it needs to be set to true. For more information, see Enable responsive dashboards.
  • Role required: asset or itil


The CMDB service dashboard requires some configuration before it can display meaningful data, using the same settings as the CMDB dashboard. The CMDB service dashboard uses the settings for the Business Service, Manual Service, and Technical Service classes. For each CI that is included in a service, the rule settings of its respective class are applied. You can customize these settings in the CI Class Manager, and on the CMDB Health Preferences page. Once CMDB Health is configured and the CMDB Health Dashboard Jobs are enabled, the CMDB service dashboard displays data that is automatically collected and calculated on a recurring schedule.

CMDB Health is domain aware. If domain separation has been activated, then the CMDB service dashboard displays health based on data, rules, and settings from the logged-on user domain. If rules and settings are not defined for a child domain, then the parent’s settings are applied, recursively.


Access the CMDB service dashboard by navigating to Configuration > CMDB Dashboard > Service View.

Report details

The CMDB service dashboard displays aggregated health for services, and also details for individual services. For a specific service, the CMDB service dashboard displays aggregated health for all the CIs in that service, including the service CI itself. Also it provides useful reports about service classes such as the Business Service class. You can drill down those reports to display further details of duplicate, orphan, or stale CIs per service and lists of the top 10 incident, alert, and change generating CIs in the service.

All default widgets can be filtered using the CMDB service hierarchy tree. Initially, the service hierarchy filter is set to Business Service. Click Business Service to expand it and to select a different class, filtering all widgets on the dashboard to display data only for the selected class, its child classes, or services of that class.

In each scorecard widget, the horizontal bar in the center and the % number are correlated, displaying the aggregated health summary for the KPI. Health results of associated metrics are displayed underneath, each contributing according to the weight configuration of the metric scorecard, and its threshold.

With the exception of the Overall health scorecard, you can drill into any widget in the service dashboard:

  • In a scorecard widget: Click the large aggregated percent number or the health bar to drill into a more detailed dashboard for that KPI.
  • In a charts widget: Click a bar to display a list of all the records that the bar represents.
  • In lists: Click the ‘i’ icon to view a list of all the tasks or alerts related to the CI.

Color codes

The CMDB service dashboard uses color codes when displaying aggregated health status. The status definitions are based on the threshold limits for each scorecard, defined in the CI Class Manager.

Color code Definition Default threshold setting
Green Best Less than or equal to 33
Orange At risk More than 33 and less than or equal to 67
Red Critical More than 67
Gray Incomplete N/A

The Warning that max failure is reached. icon is a notation that the maximum failure threshold for the scorecard has been reached. The tests for the metric are halted for this cycle, and all associated aggregated summaries display 0%.