Module 15:

Data Warehouse and Reporting

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Lesson objectives
Understand Data Warehouse Architecture
Database structure
ETL
Understand Reporting
Report types
Linked reports
Favorite reports
Dashboard

2
Business Intelligence for IT
Integrated across System Center
Easy installation through
Service Manager setup
Supports Configuration Manager,
Operations Manager, and Active
Directory integration knowledge
Data Warehouse repository
database
Store large amounts of dimension

and fact data

Provide a historical record
Retain data groomed from the
CMDB
Model-driven: MP extends DW
schema

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Data Warehouse Architecture

4
Data Warehouse Overview
What is it?
Non-transactional data store so it doesn’t interfere with day to day
operations
Ingests & optimizes data for fast reporting & analysis
Integrates data from one or more management groups to enable
federation across Service Manager
Automatically reconciles data from disparate sources
Self managing
Highly extensible via management packs

Transactional Processing Data Warehouse

Extract Transform Load

Active Directory
SCSM DWStagingandConfig Repository DWDataMart
Connectors

5
How does it all fit together?
Manage & Analyze with the Console

IT Manager
Analyst

Insert/ Manage View

Update Jobs Reports

SCSM Data Warehouse Reporting Services

Server

ETL & Stored

MPSync Procedures

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Data Warehouse Design Details
Optimized for analysis Dimension
1
Traditional star schema
Dimension tables represent Dimension Dimension
classes, properties & enums 5 2
Fact
Fact tables represent Table 1
relationships, measures & KPI
Conformed dimensional Dimension Dimension
4 3
model
Dimension
Closes the gap between class- 6
based model and relational
database Dimension Dimension
10 7
Simplifies queries Fact
500+ classes flattened to <60 Table 2
semantic dimensions
The data warehouse manages Dimension
9
Dimension
8
this complexity for you … no
coding required
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Incident Example PK
IncidentResolvedByUserFactvw
FK9
IncidentDimKey

BaseManagedEntityIdPK
IncidentDimvw

IncidentStatusvw
IncidentStatusId PK
IncidentSourcevw
IncidentSourceId

Incident Dimension
PK,FK1 DateKey
PK,FK2 IncidentDimKey EnumTypeId EnumTypeId
IncidentStatusValue IncidentSourceValue
PK,FK3 TroubleTicketResolvedByUser_UserDimKey

CreatedDate
EntityDimKey Ordinal
ParentId
Ordinal
ParentId
DeletedDate ID ID
InsertedBatchId
UpdatedBatchId
SourceId InsertedBatchId
UpdatedBatchId
InsertedBatchId
UpdatedBatchId

Represents Incident class IncidentHasPrimaryOwnerFactvw

TargetResolutionTime
PK,FK2
PK,FK3
PK,FK1
IncidentDimKey
IncidentPrimaryOwner_UserDimKey
DateKey
Escalated PK IncidentDimKey
IncidentDimvw
PK
IncidentResolutionCategoryvw
IncidentResolutionCategoryId

Incident class derives

CreatedDate
DeletedDate
FK4 Source_IncidentSourceId FK9 BaseManagedEntityId
EntityDimKey
SourceId
EnumTypeId
IncidentResolutionCategoryValue
Ordinal

Source
UpdatedBatchId TargetResolutionTime ParentId
InsertedBatchId Escalated ID
FK4 Source_IncidentSourceId InsertedBatchId

from WorkItem class

Source UpdatedBatchId
FK6 Status_IncidentStatusId FK6 Status_IncidentStatusId
Status
ResolutionDescription
IncidentStatusDurationFactvw
PK,FK1
PK,FK2
DateKey
IncidentDimKey
Status FK7
NeedsKnowledgeArticle
TierQueue_IncidentTierQueuesId
TierQueue

Can be joined to
PK,FK3
PK
IncidentStatusId
StartDateTime ResolutionDescription FK5
HasCreatedKnowledgeArticle
LastModifiedSource_IncidentSourceId
LastModifiedSource PK
IncidentUrgencyvw
IncidentUrgencyId
FinishDateTime FK1 Classification_IncidentClassificationId
InsertedBatchId
TotalTimeMeasure NeedsKnowledgeArticle FK3
Classification
ResolutionCategory_IncidentResolutionCategoryId
EnumTypeId
IncidentUrgencyValue

WorkItem dimension via

UpdatedBatchId ResolutionCategory Ordinal

FK7 TierQueue_IncidentTierQueuesId
PK
WorkItemDimvw
WorkItemDimKey FK2
Priority
Impact_IncidentImpactId
Impact
ParentId
ID
InsertedBatchId
WorkItemCreatedByUserFactvw
TierQueue BaseManagedEntityId
EntityDimKey
FK8 Urgency_IncidentUrgencyId
Urgency
UpdatedBatchId

EntityDimKey
PK,FK1 DateKey SourceId ClosedDate
PK,FK2 WorkItemCreatedByUser_UserDimKey ResolvedDate
PK,FK3 WorkItemDimKey
HasCreatedKnowledgeArticle
CreatedDate
Title
Id
Id
Title
Description
IncidentClassificationvw
CreatedDate IsDeleted PK IncidentClassificationId
DeletedDate
InsertedBatchId FK5 LastModifiedSource_IncidentSourceId
InsertedBatchId
UpdatedBatchId
ContactMethod
CreatedDate

Fact tables represent

EnumTypeId
UpdatedBatchId ScheduledStartDate
IncidentClassificationValue

LastModifiedSource
ScheduledEndDate
Ordinal
ActualStartDate
ParentId
ActualEndDate
DateDimvw ID
DisplayName

FK1 Classification_IncidentClassificationId
WorkItemAssignedToUserFactvw InsertedBatchId
IsDeleted

relationships, measures
PK DateKey UpdatedBatchId
PK,FK1 DateKey InsertedBatchId
PK,FK2 WorkItemAssignedToUser_UserDimKey UpdatedBatchId
CalendarDate
DayOfWeek
DayNumberInMonth
WeekNumberInYear
PK,FK3 WorkItemDimKey

CreatedDate
Classification PK
IncidentImpactvw
IncidentImpactId
DeletedDate
CalendarMonth
FK3 ResolutionCategory_IncidentResolutionCategoryId
& KPI
InsertedBatchId
MonthNumber EnumTypeId
UpdatedBatchId
YearNumber IncidentImpactValue

ResolutionCategory
CalendarQuarter Ordinal
FiscalQuarter ParentId
FiscalMonth ID
FiscalYear WorkItemContainsActivityFactvw InsertedBatchId
IsHoliday
Priority UpdatedBatchId

Outriggers
PK,FK2 DateKey
IsWeekDay PK,FK1 WorkItemContainsActivity_ActivityDimKey
IsLastDayOfMonth PK,FK3 WorkItemDimKey

CreatedDate
DeletedDate
FK2 Impact_IncidentImpactId IncidentTierQueuesvw

InsertedBatchId
UpdatedBatchId Impact UserDimvw
PK IncidentTierQueuesId

EnumTypeId

Status, Source,
FK8 Urgency_IncidentUrgencyId PK UserDimKey IncidentTierQueuesValue
Ordinal
BaseManagedEntityId ParentId
WorkItemAboutConfigItemFactvw
EntityDimKey ID
PK,FK2
PK,FK1
DateKey
WorkItemAboutConfigItem_ConfigItemDimKey
Urgency SourceId
Domain
InsertedBatchId
UpdatedBatchId
PK,FK3 WorkItemDimKey UserName

ClosedDate
Impact, Classification
FirstName
CreatedDate Initials
DeletedDate LastName
InsertedBatchId
UpdatedBatchId ResolvedDate Company
Department
Office
Title
Id EmployeeId
StreetAddress

Fact Tables
WorkItemAffectedUserFactvw
City
PK,FK1
PK,FK2
PK,FK3
DateKey
WorkItemAffectedUser_UserDimKey
WorkItemDimKey
Title State
Zip
Country

CreatedDate
DeletedDate Description BusinessPhone
BusinessPhone2
HomePhone
InsertedBatchId HomePhone2

ContactMethod
Relationships to
UpdatedBatchId Fax
Mobile
Pager

WorkItemHasBillableTimeFactvw CreatedDate FK2

FK1
ObjectStatus_ConfigItemObjectStatusId
ObjectStatus
AssetStatus_ConfigItemAssetStatusId

ScheduledStartDate
PK,FK2 DateKey AssetStatus

users & config items,

PK,FK3 WorkItemDimKey Notes
PK,FK1 WorkItemHasBillableTime_BillableTimeDimKey DisplayName
DistinguishedName
CreatedDate
DeletedDate
InsertedBatchId
ScheduledEndDate
BillableTimeDimvw
SID
FQDN
UPN
PK BillableTimeDimKey
UpdatedBatchId
ActualStartDate IsDeleted
InsertedBatchId

billable time, etc

BaseManagedEntityId
EntityDimKey UpdatedBatchId Legend
BillableTimeHasWorkingUserFactvw
ActualEndDateSourceId
TimeInMinutes
LastUpdated Fact Tables
PK,FK1
PK,FK3
BillableTimeDimKey
BillableTimeHasWorkingUser_UserDimKey DisplayName Id
DisplayName
IsDeleted
PK,FK2 DateKey InsertedBatchId Dimensions
IsDeleted UpdatedBatchId

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CreatedDate
DeletedDate
InsertedBatchId Outriggers
UpdatedBatchId
InsertedBatchId
UpdatedBatchId
Data Warehouse administration
Administration tasks via UI
Registration/Unregistration
Job start, pause, resume
View job and job module status
RunAs Accounts
Administration tasks via
PowerShell
All the above tasks
Scheduling
View job history

9
Anatomy of Extract, Transform,
Load (ETL)
How ETL works:
Extract
The Extract process begins on a scheduled interval.
Extract is the process which grabs the raw data from
your OLTP store, which in this case is the Service
Manager CMDB.
Extract queries Service Manager for the “delta” data
from its last run.
This new data is written into the DWStagingandConfig
database in the same basic form as it is in the CMDB

10
Anatomy of Extract, Transform,
Load (ETL)
How ETL works:
Transform
The Transform process begins on a scheduled interval.
Transform takes the raw data from the staging area and
does any cleansing, reformatting, aggregation, etc. that
is required to get it into the final format for reporting.
This transformed data is written into the DWRepository
database.

11
Anatomy of Extract, Transform,
Load (ETL)
How ETL works:
Load
The Load process begins on a scheduled interval
Load queries the data from the DWRepository database
The transformed data from DWRepository is inserted
into the DWDatamart database. The DWDatamart is the
database used for all end-user reporting needs.

12
Reporting

13
Reporting Overview
Leverages Microsoft BI stack
Report infrastructure is based on
Reporting Services
You can customize reports using
tools you already know
Can render any Reporting Services
report from any data source

14
Console Integration
Reporting Space
Reports are run from the
Console or the
SQL Reporting Services
Webpage
Multi-language support
Driven by the Users locale
Supporting for linked reports
Support for saving parameter
definitions
to a favorite report

15
Smart Parameter Header
Reporting Services
filter layout isn’t always user
friendly
Doesn’t understand Service
Manager classes and
properties
Service Manager console
Provides advanced controls
to simplify the user
experience
Filter by custom properties
rather than picking from lists
(i.e. cost center of the
computer)
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Favorite Reports
What
Personalization of base reports within Service
Manager
Who
Members of the Data Warehouse Report Users role
Where
Selected parameters are saved to user preferences
and then passed to the report at run time. Reports
are “saved” to the Favorite Reports folder in Service
Manager.

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Favorite Reports
Favorite Reports will allow you to run a report with fixed
parameters
Objects
Time
Other
Report Type (Hour / Daily)
Will be saved in the Favorite Folder
How to:
While viewing the availability report, click the File menu, and then
click Save to favorites.
In the Save to favorites dialog box, type a name for the report,
and then click OK.

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Linked Reports
A linked report is a shortcut to a report—it is similar to a
program shortcut on your desktop.
A linked report is derived from publicly defined reports
from any management pack.
A linked report retains some of the original report's
properties, such as the report layout. Other properties of
the linked report, such as parameters and subscriptions,
can be different from the original report.

19
Linked Reports
What
Presetting and saving parameters for base
reports
Who
Members of the Data Warehouse
Administrators role
Where
Linked reports are saved to Management Packs
and deployed on SSRS server. Look just like
base reports in structure and location.

20
Linked Reports
How to:
While viewing the report, click the Action Menu menu, and then
click Create a linked Report.
In the Create a linked Report dialog box, type a name for the
report, and select the destination folder and the MP where you
would like to save it.

21
Linked Reports

22
Scheduled Reports
You can schedule a linked report to run on
a regular basis to ensure that the
information is up-to-date
Uses SQL Server Reporting Services Report
Manager (SSRS)
You can schedule reports to run once or on
a continuous basis at intervals of hours,
days, weeks, or months
SQL Server 2008 Books Online
(http://go.microsoft.com/fwlink/?
LinkId=158822).
23
Exporting Reports
Can be exported in the following formats:
Excel
Word
CSV
Acrobat (PDF)
XML
TIFF
MHTML (Web Page)

24
Activity Reports
Activities Distribution
List of Activities
List of Review Activities
List of Manual Activities
Manual Activity Details
Review Activity Details

25
Change Request Reports
Change Management KPI Trend
List of Change Requests
Change Request Details

26
CI Reports
List of Computers
Computer Details

27
Incident Reports
Incident KPI Trend
Incident Analyst
Incident Resolution
List of Incidents
Incident Detail

28
Problem Reports
List of Problems
Problem Details
CIs to Incidents

29
Report Authoring
Report Builder 2.0
Free download available at Microsoft.com
Launch directly from Report Manager view in SSRS
Business Intelligence Development Studio
Comes with SQL Server
Need to access SQL Server directly or install tools
separately to client machine

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Service Manager Dashboard

31
Service Manager Dashboard
Easy to use, customizable Web interface.  
Built on Windows® SharePoint® Services
Free Solution Accelerator, and fully supported by
Microsoft.
Key features of the Dashboard include:
Easy access to key information using the Service Manager console  or
browser
Centralized view of Service Manager data sets
Data can be viewed in graph, table, or Dundas gauge formats
You can create custom dashboards for different departments, based on
site user’s group membership.
Will be downloadable from Technet early Summer 2010
Watch blogs.technet.com/servicemanager for more details

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Service Manager Dashboard
Dash Board in Service Manager Console

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Service Manager Dashboard
Dash Board in Service Manager Console

34
Summary
Data Warehouse Architecture
Database structure
ETL
Reporting
Report types
Linked reports
Favorite reports

35
Service Manger Data Warehouse
& Reporting Review Questions
How many Databases does the Data
Warehouse consists of?

What is ETL and how does it work?

What is a linked Report and how do you

use it?

36
Hands on Lab

Service Manager
Data Warehouse &
Reporting

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 © 2008 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.
The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not
be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation.
MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.
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