BMC ATRIUM DATASHEET

BMC Dashboards for BSM

Driving IT process efficiency through right-time access to Business
Service Management metrics

KEY BENEFITS BMC Dashboards for BSM (BMC Dashboards) provides highly interactive, right-time access to key
BMC Dashboards for BSM provides a graphical service support metrics to help IT management optimize decisions and accelerate the alignment of IT
storyboard view of IT metrics and performance
with business goals.
indicators that helps IT management:
> Gain at-a-glance insight to business KPIs BUSINESS CHALLENGE
to ensure alignment with service goals Providing proper management visibility into key IT performance indicators is imperative to running and
> Consolidate single silo data into service- maintaining an effective IT organization that consistently meets the demands and needs of the business.
centric business intelligence in a single Unfortunately, these indicators and metrics are often scattered across various IT management tools and
pane of glass
applications, making it difficult to gain management-level visibility into overall performance within an IT
> Visualize, in real-time, IT effectiveness in organization. How does IT management get visibility into the performance of their organization, including where
support of critical business applications
it needs work and where it excels? To answer this question, management typically needs to consult their direct
and services
reports for answers, and then attempt to analyze data from multiple groups to generate required metrics. This
> Share and communicate common manual process is not only time consuming, but also results in lack of real-time metrics. As a result, IT
business metrics and goals to
organizations struggle with manual processes for collecting and trying to analyze various data points — instead
stakeholders at all levels
of spending time on improving service level commitments to their customers and the business.
> Customize a workspace to measure
trends occurring across IT processes such
as SLAs, ticket closure rates, asset costs THE BMC SOLUTION
and much more. BMC Dashboards enables the linking of critical IT process into a dashboard view that provides aggregated
performance indicators within a single pane of glass. By providing a consolidated, graphical interface of best-
> Align IT service support and IT operations
with ITIL best practices framework practice IT metrics for incident, problem, change, configuration, asset, service impact/performance, service
level, and service request management, BMC Dashboards delivers highly interactive access to key metrics,
thus enabling IT managers who require the right data at the right time to optimize decisions and improve the
success of their IT support functions. By combining cross-process metrics from the BMC Atrium Configuration
Management Database (CMDB), BMC Service Impact Manager, BMC Remedy IT Service Management Suite,
This product integrates with Service Level Management and Service Request Management, BMC Dashboards puts a true face on Business
BMC Atrium technologies. Service Management (BSM) — and allows IT managers to align their organizations with business priorities.

BMC Dashboards for BSM:

>
® ®
Includes best-practice metrics and key performance indicators aligned with IT Infrastructure Library (ITIL )
best practices

> Leverages highly intuitive, rich, interactive web interface with right-time metrics aggregated across IT
processes

> Enables cross-functional view of IT through the BMC Atrium Data Integration Layer

> Includes custom “POD” building to integrate and correlate other data sources with BMC BSM data
> Provides “just enough” drill-down, as well as trending capabilities across business services

> Supports fully customizable, personalized, and role-based views for key performance indicators (KPIs)

Managing IT through Best-Practice Metrics and KPIs

Many organizations are now looking to best practices, such as ITIL, to determine the most effective way to
organize and run IT. ITIL V3 has put emphasis on continual service improvement, ensuring operational and
efficiency gains in IT service management. As part of this, they are looking for best-practice metrics that align
with the goals of ITIL, so that performance can be tracked at both the process level and the aggregated
business level to ensure effective and consistent support of business services. BMC Dashboards is closely
aligned with ITIL best practices and the required metrics needed to align IT to the demands of service quality
coming from the lines of business.
BEST-PRACTICE, METRICS-DRIVEN VIEWS Rich, Interactive Web Interface
PROVIDE REAL-TIME INSIGHT INTO I.T. BMC Dashboards provides a customizable, extensible
PERFORMANCE collection of ITIL-based metrics that are displayed as a
> Monitor incidents, problems, and changes
collection of visual “pods” that make up a single,
correlated by business services
consolidated dashboards view. BMC Dashboard Pods
> Understand the overall heath of a service,
are flexible enough to display information across more
including impact, performance and
availability than one dimension of metric data, such as being able
to analyze and visualize data by status, priority, or
> View average elapsed time to achieve
region with extended, predefined, or customized points
incident resolution or circumvention, split
by priority and service type of time. This multidimensional analysis allows you to
see your business data from many different angles.
> Monitor the percentage of incidents
handled within agreed-upon service level For example, you can view the total number of
response time changes by region further categorized by status and

> Manage and evaluate the total number of priority over week, month, and quarter. Right-time Dashboards view with four pods of IT metric
data
changes implemented over a period in
time by their associated business reason To support the varying range of user roles and profiles
in most organizations, BMC Dashboards provides a completely customizable environment that allows you to
> Track the total number of changes for the
define dashboard interfaces based on roles. In addition, BMC Dashboards also provides personalization
selected service, broken down by priority
or status capabilities, so individual users can define the information to which they want access. The ability to customize
views, combined with a right-time, highly intuitive Web-
TECHNICAL SPECIFICATIONS based interface, allows management users across IT
BMC Dashboards for BSM integrates with: to gain access to the information they need quickly. In
addition, BMC Dashboards provides users with
> BMC AR System 7.x
interactive, drill-down functionality that allows metric
> BMC Atrium CMDB 2.1 data to be analyzed and sliced to provide new levels of
> BMC Service Impact Manager business intelligence insight.
> BMC Remedy ITSM 7.x,
Cross-functional, Custom data through Data Integration Layer
(Including one or more applications such as) (DIL) and Pod Builder
o Asset Management To enable cross-IT metrics through a single view, BMC
o Change Management Dashboards relies on a number of different
o Service Desk applications and data sources. To ensure a scalable
and maintainable approach for these metrics, BMC
o Service Level Management
Dashboards relies on the BMC Atrium Data Integration Drag-n-Drop customization of BMC Dashboards with
o Service Request Management Layer. This layer is responsible for aggregating metrics
any pod

across disparate sources in real time, as well as for normalizing the data and presenting it to end users in a
highly intuitive view. The Pod Builder is a built-in, wizard-driven tool to enable quick and easy custom pod
ABOUT BMC SOFTWARE development that leverages the visual widgets and workflows inherent in BMC Dashboards. Together, the Pod
BMC Software delivers the solutions IT needs Builder and DIL, allows creation of custom dashboards using non-BMC data sources, allowing you to leverage
to increase business value through better investments in existing technologies to display relevant business and IT metrics. This approach will eliminate
management of technology and IT processes. the need for you to rip and replace existing IT process tools and technologies.
Our industry-leading Business Service
Management solutions help you reduce cost, TIE-IN TO BSM
lower risk of business disruption, and benefit BSM is the most effective approach for managing IT from the perspective of the business. BMC Dashboards
from an IT infrastructure built to support helps you to align business objectives with IT by tracking and communicating key business and IT metrics to IT
business growth and flexibility. Known for management. By leveraging the catalog of business services held within the BMC Atrium CMDB, BMC
enterprise solutions that span mainframe, Dashboards provides metrics based on ITIL service support processes with data coming from BMC Remedy
distributed systems, and end-user devices, ITSM and BMC Service Impact Manager. This single BMC Dashboards view enables IT management to
BMC also delivers solutions that address the understand service availability, impact metrics, and process data, such as associated incidents and problems,
unique challenges of the midsized business. as well as recent changes to configurations that could affect business services availability. This ensures that
Founded in 1980, BMC has offices worldwide any decisions made about IT assets and their associated details are in context of the business services they are
and fiscal 2008 revenues of $1.73 billion. supporting, so IT remains connected and focused on business goals.
Activate your business with the power of IT.
www.bmc.com.

To learn more about how BMC can help activate your business, visit www.bmc.com or call 800.841.2031.
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