Example

Configuring data sources and integrations to pull real-time information from ITSM tools and other systems, implementing interactive features for user engagement like filters and drill-down capabilities, testing the dashboard to ensure accuracy and functionality, and finally deploying it for stakeholders to use are all steps involved in creating a new dashboard in ITSM. Better decision-making and proactive management of IT operations are made possible by an effective ITSM dashboard, which gives stakeholders actionable information about the performance of IT services.

The process of creating a sample dashboard from scratch is explained in this section. Let's create an Incident Overview Dashboard.

To create the sample dashboard, perform the following steps:

1.  Navigate to Design Studio > select the Module as Incident.

2.  Select the Report Designer from the Designer drop-down.

3.  Click Dashboard under the Report Designer.

   The list of dashboards is displayed.

   

   Figure: Dashboards list page

4. Click New to create a new dashboard.

5. On the General tab enter all the details. The dashboard’s name is mentioned as “Incident Overview Dashboard.”

   

   Figure: General tab

6. On the Design tab, click the Menu icon to select the data source for the dashboard.

   

   Figure: Design tab

7. Click Data Sources and then click Add. 

   

   Figure: Add data source

8. On the Add Data Source page, click Create Data Source. Select the Data Source type. Click Next.

   

   Figure: Database

9. On the Dashboard Data Source Wizard, choose a data connection from the available list. 

   

   Figure: Data connection

10. Click Run Query Builder on the next screen. 

    

    Figure: Run query builder

11.  On the Query Builder page, enter the view of the dashboard under Available Tables and Views. For the Incident Overview Dashboard, the view to be used are IM_IncidentMaster_Vw, IM_MTTR_Vw, IM_TicketBacklog_Details_Vw, and IM_IncidentMaster_Vw. 

    

    Figure: Available tables and view

12. Drag and drop the views one by one to create queries. Select the desired columns or select the name to choose all the columns. 

    

    Figure: Views

13. Click any of the columns in the view to edit it. Click Ok after making the changes.

    

    Figure: Column properties

14. After clicking Ok, the query is saved. Click Finish. 

    

    Figure: Query name

15. Click Add to add all the data sources to the dashboard. 

    

    Figure: Data source

16. On the next page, it displays all the added views. Click pencil icon to edit the parameters. Click delete icon if you wish to delete the added view. 

    

    Figure: Added data source

17. Under the Dashboard Menu, click Title to configure the title and alignment of the dashboard heading.

    

    Figure: Title

18. Under the Dashboard Menu, click Parameters to configure values for the parameters. 

    

    Figure: Parameters

19. Under the Dashboard Menu, click Color Scheme to set legends for multiple values. Click Add Color to define the color for the value. 

    

    Figure: Color Scheme

20. Click the X mark beside Dashboard Menu to close this pop up and go back to the design tab. 

    

    Figure: Design tab

21. Drag and drop the Combo box from Filters to configure the Filters for dashboard. Click Settings icon to bind the data. 

    

    Figure: Combo box

22. Drag and drop the Text box from Common to configure the text area for dashboard. Click Settings icon to bind the data. 

    

    Figure: Text box

23. Drag and drop the Pies from Common to configure the pie charts for dashboard. Click Settings icon to bind the data. 

    

    Figure: Pies

24. Drag and drop as many as components from the toolbox for the dashboard.

25. Click Next to Publish the dashboard.