BMC Analytics for Business Service Management Quick Start Card

This card provides a quick reference for installing and upgrading the BMC Analytics for Business Service Management (BMC Analytics for BSM) product, version 7.6.05. This document also contains a list of the preconfigured reports. For detailed information about the installation or upgrade procedures, see BMC Analytics for Business Service Management Installation and Administration Guide.

Installing the product

Plan your installation.

Plan your installation by reviewing the information in the BMC Analytics for Business Service Management Release Notes and the Before you install chapter in BMC Analytics for Business Service Management Installation and Administration Guide.

Check the BMC Support website for patches.

Determine whether a patch exists for BMC Analytics for BSM by checking the BMC Software Customer Support website (http://www.bmc.com/support).

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Verify the minimum requirements.

Microsoft Windows, Oracle Solaris, IBM AIX, or Linux host SAP BusinessObjects XI Enterprise Release 3.1. If you do not already have this installed, obtain it from BMC Software. At least one of the following minimum BMC Software product installation configurations: BMC Cloud Lifecycle Management BMC Atrium CMDB BMC Remedy Asset Management BMC Remedy Change Management BMC Remedy Service Desk BMC IT Service Management Suite BMC Service Level Management BMC Service Request Management BMC ProactiveNet Performance Manager BMC Impact Portal BMC Performance Manager Portal

Perform required post-install steps.

Refer to BMC Analytics for Business Service Management Installation and Administration Guide for more information.
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Install the BMC Analytics for BSM universe and reports.

Install the SAP BusinessObjects server if necessary. Install the BMC Atrium SSO server if necessary. See BMC Atrium Single Sign-On Administrators Guide for more information. 3 Access the BMC Analytics for BSM installation files and begin the installation by running setup.cmd (Windows), ./setup.sh (IBM AIX), ./setup.sh (Oracle Solaris), or setup.sh (Linux). 4 Follow the instructions on the wizard pages. You may be prompted to enter the following information: directory in which to install the product authentication type, and BMC Atrium SSO server connection information SAP BusinessObjects CMS connection information installed SAP BusinessObjects version and SDK location connection information to BMC Software product fiscal calendar information dataset IDs for BSM business services and relationships local host timezone

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Create a new user on the SAP BusinessObjects server that has access to the data in the BMC product on which you are reporting. Import the universe into the SAP BusinessObjects Designer by clicking File -> Import, and selecting ITSM, ProactiveNet, ImpactPortal, or PortalCDE from the list of universes. Connect the universe to the appropriate BMC Software application database by clicking Tools -> Connections and specifying the credentials. Click File -> Parameters and complete the Definitions, Controls, SQL, and Parameters tabs. Export the universe by clicking File -> Export. Using InfoView, refresh the reports before viewing them with the database connection.

BMC Analytics for BSM Quick Start

January 2012

Upgrading the product

If you use a linked universe
See BMC Analytics for Business Service Management Installation and Administration Guide for more information. 1 Uninstall the previous version. On Windows, use the Add/ Remove Programs utility to launch the uninstallation. On UNIX, navigate to the Analyticsversion/uninstall.sh script file and execute the uninstall.sh file. 2 Use the SAP BusinessObjects Central Management Console to remove the universe, database connection, and reports. 3 If you used BMC Remedy AR System Server as your data source, use BMC Remedy Developer Studio to remove the ANA:FISCAL_CALENDAR form. 4 If you integrated version 7.6.04 with BMC Atrium SSO, disable the Tomcat service and delete the BMC Atrium SSO web agent from the BMC Atrium SSO server. 5 Install the BMC Atrium SSO server if necessary. See BMC Atrium Single Sign-On Administrators Guide for more information. 6 Access the BMC Analytics for BSM installation files and begin the installation by running setup.cmd (Windows), ./setup.sh (IBM AIX), ./setup.sh (Solaris), or setup.sh (Linux). 7 Follow the instructions on the wizard pages. You may be prompted to enter the following information: directory in which to install the product authentication type, and BMC Atrium SSO server connection information SAP BusinessObjects CMS connection information installed SAP BusinessObjects version and SDK location connection information to BMC Software product fiscal calendar information dataset IDs for BSM business services and relationships local host timezone 8 Import the universe using the SAP BusinessObjects Designer. 9 Connect the universe to the appropriate BMC Software application database by clicking Tools -> Connections. 10 Click File -> Parameters and complete the Definitions, Controls, SQL, and Parameters tabs. 11 Export the universe by clicking File -> Export. 12 Using InfoView, refresh the reports before viewing them with the updated fiscal calendar data and database connection. 13 Recreate the link to the copy of the universe.

If you do not use a linked universe

See BMC Analytics for Business Service Management Installation and Administration Guide for more information. 1 Record customizations to version 2.0x, 2.5x, or 7.6.x universe and reports (if not already done). 2 Back up the existing 2.0x, 2.5x, or 7.6.x universe. 3 Uninstall the previous version. On Windows, use the Add/ Remove Programs utility to launch the uninstallation. On UNIX, navigate to the Analyticsversion/uninstall.sh script file and execute the uninstall.sh file. 4 Use the SAP BusinessObjects Central Management Console to remove the universe, connection, and reports. 5 If you used BMC Remedy AR System Server as your data source, use BMC Remedy Developer Studio to remove the ANA:FISCAL_CALENDAR form. 6 If you are updating from version 7.6.01 and you integrated it with BMC Atrium SSO, disable the Tomcat service and delete the BMC Atrium SSO web agent from the BMC Atrium SSO server 7 Install the BMC Atrium SSO server if necessary. See BMC Atrium Single Sign-On Administrators Guide for more information. 8 Access the BMC Analytics for BSM version 7.6.05 installation files and begin the installation by running setup.cmd (Windows), ./setup.sh (IBM AIX), ./setup.sh (Solaris), or setup.sh (Linux). 9 Follow the instructions on the wizard pages. You may be prompted to enter the following information: directory in which to install the product authentication type, and BMC Atrium SSO server connection information SAP BusinessObjects CMS connection information installed SAP BusinessObjects version and SDK location connection information to BMC Software product fiscal calendar information dataset IDs for BSM business services and relationships local host timezone 10 Import the universe using the SAP BusinessObjects Designer. 11 Connect the universe to the appropriate BMC Software application database by clicking Tools -> Connections. 12 Click File -> Parameters and complete the Definitions, Controls, SQL, and Parameters tabs. 13 Export the universe by clicking File -> Export. 14 Using InfoView, refresh the reports before viewing them with the database connection. 15 Reapply any universe and report customizations.

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January 2012

Preconfigured reports
Reports marked with an asterisk (*) are new in this release.

Incident Management

Asset Management

Change Management

Number of Incidents by Status Software License Compliance Forward Schedule of Changes (FSC) CI Costs Planned Unavailability by Change Trend report for Incident Volume Lease Payments and Expiration Number of Changes by Status Aging of Open Incidents Ongoing Payments to Vendors Closed Changes Summary Resolution Time Analysis for Inventory Profile Changes that Spawned Incidents Incidents Asset Aging Changes that Spawned Other Number of Incidents Opened by Changes Scorecard Analysis Impact Asset Relationship Analysis Failed Change Requests List of Incidents for a Given Selection of Asset Change Lifecycle and Process Configuration Item Efficiency Number of Incidents Opened by Problem Management Number of Changes by Phase Operational Categorization Analyst Workload and Productivity Number of Problems by Status and by Forward Schedule of Tasks Changes Rejected by the CAB Impact Mean Time to Resolution of an Planned Unavailability by Change Incident Percent of Re-occurring Problems by Change Lead Time Report Impact Percentage of Incidents Reopened Changes That Bypassed the Normal Percentage of Incidents Logged Mean Time to Resolution for a Change Process Using Automated Tools Problem Change Backlog Report Number of Calls Handled per Analyst Average Time Lag Between Problem Number of Changes Implemented in per Hour Resolution and Closure . the Period Percentage of Incidents that Require Percent of Problems for which a Root Number of Successful Changes Local Support (Field Support, Cause Analysis was Undertaken Number of Changes Backed-out Personal Visit) Number of Opened Problems by Trend in Number of Change Investigation Drivers Backlog of Unresolved Incidents Requests Percentage of First-line Resolution Aging of Open Problems Based on Total Number of Incidents Number of Problems Associated with Reasons for Change a Change Average Speed to Respond to Release Management Telephone, Email, and Web Requests Number of Problems by Product Releases by Status Top Requestor Departments Number of Problems Associated with Release Activity Report High-priority Incidents Top Requestor Sites Number of Incidents by Reported Ratio of Problems to Incidents Service Level Management Source Open and Closed Problems* SLA Comp - Cost by Contract Number of Incidents by Product Summary CMDB Categorization SLA Comp-Cost By Supplier Discovery Datasets Comparison Number of Duplicate Incidents Summary Business Services Supported by a CI Number of Incidents with Status SLA Comp - Cost By Customer Business Service Profile Pending for Client Action Summary Staleness Analysis of Discovery Data Number of Incidents Escalated to Reconciliation Job Analysis Second-level Support Virtual Machines by Status Measure of Customer Satisfaction Virtual Machines by Installation Through Automated Surveys Month Percentage of Incidents Resolved Within Stated Timeframe (SLA) SLA Status of Currently Open Incidents SLA Performance Summary by Group

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January 2012

Preconfigured reports, continued

Reports marked with an asterisk (*) are new in this release.

Service Request Management

Configuration Drift Management

Event Management

Compliance Report Mean Response Time (+subreports for group, location, service, device, Drift Report for Specific Machines and user) Drift Report per Category-Type-Item Mean Time to Repair (+subreports Group for group, location, service, device, Drift Report for Selected Business and user) Services Escalated Incidents Unapproved Drift for Specific Event Trends Machines Top 10 Transaction Event Generators Unapproved Drift per Category Top 10 Event Generators Type-Item Group Event to Incidents Unapproved Drifts for Selected Scorecard summary Business Services Unapproved Drifts per Day Cloud Lifecycle Management Incidents Related to Unapproved List of compute pools with total Drifts capacity of resources Drifts per Baseline BMC BladeLogic Decision Support for Scorecard by pod Server Automation BMC ProactiveNet Performance Details of compute pool by pod Management Details of network container by pod Server Compliance Trend by OS Resource summary by pool BMC Performance Manager Server Compliance by OS Details of Tenant by Pod* Availability Average time to close incidents for Number of Service Instances by BMC Performance Manager Top N BMC BladeLogic servers Status* CPU Usage Inventory - Profile (A05a)(+subreport Trending Service Instance Requests Event Detail Summary By Priority and for details of the assets) over Time* Event Class Hardware - Characteristics (A05c) Resource Details for a Compute Event Source Summary by Priority Change Requests By OS Pool* and Host (C01)(+subreport for change request Component Availability detail) Mean Time Between Failures Incidents Trend summary report by OS (I01) (+ subreports for incidents trend and list of incidents for a given CI)
(These reports are available with BMC BladeLogic Decision Support for Server Automation)
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Top 10 Requested Services Most Requested Services per Location Historical Demand Analysis Service Requests by Service Category Percent of Incidents Generated through Self-service Aging Report for Open Service Requests Top 10 Assignee Groups Open Service Requests by Status Percent of Service Requests Fulfilled within Stated Timeframes (SLA) Top 10 Services That Missed Their SLAs Top 10 Services That Met Their SLAs Service Request Costs Charged Back to a Department

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BMC Analytics for BSM Quick Start January 2012