pre-con education: building itsm reports and dashboards with ca business intelligence tools

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Pre-Con Education: Building ITSM Reports and Dashboards with CA Business Intelligence Tools Christophe Trinquet IT Service Management CA Technologies Principal Engineering Services Architect, SM SWAT DO5X97E #CAWorld #ITSM

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Pre-Con Education: Building ITSM Reports and Dashboards with CA Business Intelligence Tools

Christophe Trinquet

IT Service Management

CA Technologies

Principal Engineering Services Architect, SM SWAT

DO5X97E

#CAWorld

#ITSM

2 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD

© 2015 CA. All rights reserved. All trademarks referenced herein belong to their respective companies.

The content provided in this CA World 2015 presentation is intended for informational purposes only and does not form any type of

warranty. The information provided by a CA partner and/or CA customer has not been reviewed for accuracy by CA.

For Informational Purposes Only

Terms of this Presentation

3 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD

Abstract

Learn how to build reports and dashboards in CA Service

Management using out-of-the-box capabilities of CA

Business Intelligence tools - BusinessObjects XI (a.k.a.

BOXI) or CA Business Intelligence (a.k.a CABI). Understand

how to add business value and IT relevancy through

creating and proving analysis everyone can use.

Christophe Trinquet

CA Technologies

Principal Engineering Services Architect, SM SWAT TEAM

4 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD

Agenda

CA BUSINESS INTELLIGENCE (CABI)

CABI REPORTING COMPONENTS

CABI SDM ARCHITECTURE

AD HOC REPORTS WITH WEB INTELLIGENCE

DEMONSTRATION

1

2

3

4

5

CA Business Intelligence (CABI)

6 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD

CA Business Intelligence

CA Business Intelligence (CA BI) is an enterprise reporting infrastructure that enables

you to create, maintain, store, schedule, and distribute reports for CA Service Desk

Manager (CA SDM) users and roles. BusinessObjects Enterprise XI, Release 2 and its

associated tools, coupled with BusinessObjects Crystal Reports 2013 are the backbone

of the architecture. BusinessObjects Enterprise tools are contained in a CA SDM

created package, merging CA SDM reporting essentials into an industry leading

business intelligence framework.

Note: Although Crystal reports are delivered as the primary component of CA BI, the report creation and maintenance tool, Crystal Reports 2013, is not delivered. Crystal Reports 2013 is a separately licensed product that can be purchased from BusinessObjects and used in conjunction with CA BI

7 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD

CABI Technical Overview

CA Business Intelligence (CABI) is a set of reporting and analytic software that various CA

Technologies products use to present information and support business decisions

CABI installs SAP BusinessObjects Enterprise as a stand-alone component

CABI installation runs independently of any CA Technologies products, allowing various CA

Technologies products to share Business Intelligence services

CABI for CA Service Management only supports Microsoft Windows OS

CABI Reporting Components

9 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD

Reporting Components

CA SDM Database/ Domsrvr / ODBC Driver -- Report data is stored in a SQL Server or Oracle CA SDM database.

BusinessObjects reporting applications (Crystal Reports and Web Intelligence) access the database using an ODBC driver that connects directly with the CA SDM object engine (domsrvr). All CA SDM security, including data partition and tenancy restrictions, is automatically applied to reports.

Central Management Server -- The Central Management Server (CMS) is the central repository that stores all objects used in every reporting process.

Central Management Console -- The Central Management Console (CMC) is the main administrative facility for BusinessObjects. It provides access to all BusinessObjects administration functions. Using the CMC, you can deploy reports and assign user access and folder permissions for Business Intelligence Launch Pad.

BusinessObjects Universe -- The universe provides a business representation of a data warehouse or transactional database. It describes the classes (tables) and objects (columns) which are used in reports. The CA SDM universe is installed and configured during the installation. At the completion of the installation, the universe connection is assigned to various groups and users in CA SDM.

10 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD

Reporting Components (Cont.)

Universe Design Tool -- It is a tool in BusinessObjects Enterprise that lets you modify the CA SDM Universe, which is a metalayer between CA SDM schema, and BusinessObjects reporting tools. The Import/Export Wizard facilitates object population or extraction within the CMS.

Default Predefined Reports -- Predefined reports are web-based CA SDM and Knowledge Management reports developed with either BusinessObjects Web Intelligence (WebI) or Crystal Reports. The reports can be used as models for defining site-specific reports.

Business Intelligence Launch Pad -- Business Intelligence Launch Pad is a web interface that allows authorized CA SDM users to interact with web-based predefined reports by viewing, running, and scheduling report types including, but not limited to, WebI and Crystal Reports. Reports are contained in folders in the public section in Business Intelligence Launch Pad.

Ad Hoc Reports -- Ad hoc reports are created and administered from Business Intelligence Launch Pad using a WebI plugin-based interface. This tool is intended for users who want to create basic reports easily without writing queries.

CABI CA SDM Architecture

12 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD

SDM Server

CA SDM MDB

End user

CABI – CA SDM Architecture: Normal Scenario

Reports Tab

CABI Server

CABI CMS DB

CA SDM JAVA Servlet Engine

CMS/InfoViewTrusted Auth.

Universe

CA SDM ODBC Client

CA SDM ODBC Server

ODBC

Web Engine/ DOMSRVR

CA

13 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD

CABI – Virtual Flow of Data when running a CABI Report

Each color in this list can represent a separate physical server:

• Reports are tied to a Universe

• Universe is tied to a Universe Connection

• Universe Connection is configured as an ODBC Data Source

• ODBC data source points to ODBC Server

• ODBC server connects to a DOMSRVR

• DOMSRVR talks to BPVIRTDB

• BPVIRTDB talks to a SQL Agent

• SQL Agent connects to a MDB database server

14 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD

SDM Server

CA SDM MDB

End user

CABI – CA SDM Architecture: Offline Reporting Scenario (Recommended)

Reports Tab

CABI Server

CABI CMS DB

CA SDM JAVA Servlet Engine

CMS/InfoviewTrusted Auth.

Universe

SDM ODBC Client

5

CA SDM ODBC Server

Web Engine/ DOMSRVR

Offline MDB

SDM Reporting

SDM ODBC Server

Replication

Boplgin/ WebEngine/

domsrvr

CA

Ad Hoc Reports with Web Intelligence

16 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD

BusinessObjects Web Intelligence

This web-based report creation tool is used for modifying and creating Web Intelligence (WebI) reports. You can access the WebI tool through the Business Intelligence Launch Pad interface. Administrative permissions for the WebI and Business Intelligence Launch Pad tools are available within CA Business Intelligence, specifically using the BusinessObjects Central Management Console (CMC) tool.

17 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD

BI LaunchPad (Infoview)

18 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD

Ad Hoc Report Modification

Reports are shipped with CA Service Management 14.1:

(For CA SDM) Crystal Reports and Web intelligence reports

(For CA Service Catalog and CA Asset Portfolio Management) Web Intelligence reports

Before you modify the reports, ensure that you have followed these prerequisites:

Installed Crystal Reports 2013 Designer on the machine where CA Business Intelligence Release 4.1 SP3 Client Tools are installed.

Completed CA Business Intelligence Configuration for CA SDM using the CA Service Management Installer.

CABI Reports are located in FoldersPublic FoldersCA ReportsCA Service Management

19 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD

AdHoc Report Creation

3 Steps:

Universe Selection

Query

Design

20 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD

Universe

Out of the box, one Universe per Product

21 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD

Query

Drag and drop the objects from

the Data tab (left pane) to the top

right pane under Results Objects.

– The object appears in the Result Objects pane

Drag and drop the fields to the

bottom right panel under Query

Filters. Select comparison

operators

22 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD

Design

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Publication and Scheduling

Instance Title

Recurrence (daily, weekly, monthly…)

Formats (webi, Excel, csv, pdf, plain text)

Caching

Events

Scheduling Server Group

Destinations

Demonstration

25 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD

Results

In this session you learned what is CA Business Intelligence and its components, how to use the potential of CABI and how to easily modify and create CA Service Management Ad Hoc reports from a white page to their publication.

Summary

26 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD

Q & A

27 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD

Recommended Sessions

SESSION # TITLE DATE/TIME

DO5X103E Advanced Reporting and Dashboards with Xtraction11/16/2015 at 3:00 pm

Breakers E

DO5X105E Get the Most Out of CA Service Management Unified

Self-service

11/16/2015 at 5:00 pm

Breakers E

DO5X95E What's New in CA Service Management11/17/2015 at 3:30 pm

Breakers E

28 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD

Must-See Demos

Let Analysts Help People

CA Service Desk Manager

Theater 5

Make IT Simple with ITSM

CA Service Catalog & Unified Self-service

Theater 5

ITSM Designed for Humans

CA Service Management

Theater 5

Dashboards for Better ITSM

Xtraction for CA Service Management

Theater 5

29 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD

Follow Conversations At…

Smart Bar

CA Service Management

Theater 5 (Wed & Thurs)

Tech Talks

Mobile ITSM: Analysts & Business Consumers

Theater 5DO5T31T 2:00 PM (Thurs)

30 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD

For More Information

To learn more, please visit:

http://cainc.to/Nv2VOe

CA World ’15