BMC ProactiveNet Performance

Management
Dashboards for BSM
Understanding Executive
Dashboards in the context of
Service Assurance

06/18/2022
 Service Management in an ITIL Framework

BMC provides sophisticated tools to manage services in complex environments

Detailed information and key metrics are provided to individuals responsible for
maintaining and repairing infrastructure and services
Multiple teams work concurrently to maintain services and value

But can executive management see the big picture?

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 Service Status Communication

Key Questions:
- What’s the current status of key business services?
- What’s the bottom line $$$ impact for outages?
- What’s the customer impact?
- Who to call to get more information?

LOB Executive Datacenter Manager

- Is it fixed yet? - We’ve got a problem
- What is the - We’ve got a problem
business loss? - I don’t know
- Is it fixed yet?
- Lost business?
- What is the financial High Communication Overhead!
impact?
- Is it fixed yet? Application Owner
- What is wrong?
- Not yet
- Yes (lost $$)
- I don’t know
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 Simplify Communication

Executive Management needs a

concise perspective of services
and business impact when
problems occur.
BMC Transaction
Management

BMC Capacity BMC Performance

Management Manager/Entuity

BMC Atrium BMC

Orchestrator ProactiveNet
(RBA) Analytics

BMC Service BMC Event

Impact Manager Manager

BMC Atrium Orchestrator

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 BMC interfaces: Different Users/Different Needs

BSM User Pyramid User Views

Executive /
CIO LOB Views
IT/DC Director
LOB Managers

IT Operations Managers/
Application Owners/ • Service Impact
Customer Support Manager/ • Service Level Management
IT Service Desk Manager
• Change and Configuration
Service Level Mangers
Management
Business Relationship Mangers

IT Administrators/
IT NOC Operators/
• Infrastructure Monitoring
Help Desk/ • Event Management
Customer Support/ • Help Desk
IT Technicians/DBAs/
• Mainframe
Service Monitoring Control Operators

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BMC Dashboards Overview

BMC® Dashboards for BSM provides highly interactive,

right-time access to key service support metrics to help IT
management optimize decisions and accelerate the alignment of IT
with business goals

› Enable a better understanding of how IT is

impacting the business, and where to improve

› Provide aggregated IT management metrics

on Business Service availability from a single
console

› Allows management users to view service

availability, impact, as well as associated
infrastructure changes or problems

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 BMC Dashboards Aggregates Metrics Across BSM

Business IT

• IT Health Metrics • Consolidated Metrics

• Service Quality • Group Performance
• Business Impact • Prioritization

Normalizes Data Aggregates Metrics

• Service Impact
• Performance Availability, • Incidents
Recovery • Problems
• Predictive Analytics • Changes
• End User Experience • Asset Lifecycle

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 Architecture

Service Support
• BMC Remedy IT Service Management
• BMC Service Request Management
• BMC Service Level Management

Service Assurance
• BMC ProactiveNet Analytics
• BMC Transaction Management
• BMC Service Impact Management
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 New Service Assurance Dashboard Pods
Three New Pods Delivered as “Service Delivery” Template

“Business Service Summary”

- Provides quick-glance service summary
status
- Focuses on providing the key business
perspective metrics of services

“Service Delivery Details”

- Provides a more detailed view of business
service status including graphs for availability,
loss, and status
- Presents the basic cause of a service
problem

“Service Transactions”
- Summarizes the customer perspective (End
User Experience) Quality of Service
- Provides at-a-glance view of transaction
health and performance status
- Provides detailed transaction history reports

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 As a service is selected on
the left service details are
presented including current
loss, availability and status
history along with service
metadata from the CMDB

The Service Summary pod

shows business services
available to the users, sorted
in various ways

Selecting the “Causes” button

will provide the cause of the
outage as reported by either
For each business service the SIM or ProactiveNet
twelve hour status history,
current status, and up to 4 of a
larger list of metrics are
presented. Metrics include loss,
impacted users, time in status,
priority, who to contact, etc.

For selected business

services, the end-user
transaction Quality of Service
is provided.

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 Cause of Service Impact:
Identify status for dependent
components

At a glance business metrics:

cost per downtime
accumulated loss
number of impacted users
duration of outage

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 Customize which services to
present in pod

Customize the metrics

displayed

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 Note: the use of only status and service
name for the highest level view with the
largest number of visible services

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 Even more customization can be
completed by administrators for users
and identifying roles, privileges, &
access information

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