all right now that we are recording um welcome everyone this is our second digital portfolio management launch and learn today we'll be focusing on kpi groups um Kaitlin's going to do a little walkthrough but as always we do encourage you to give us feedback during the session um ask questions if you have questions and from here I'll just let Caitlyn take it away awesome thanks hi everybody um Justin and Chris if you could also help funnel questions my way I'll try to keep an eye on the chat it's just hard to to present and do that at the same time so for sure um and then if if anybody wants to ask a question over like the mic or anything just raise your hand and we can do that as well um we do want it to be interactive as much as possible so as Chris said we're going to focus on kpi groups for this topic we'll spend the first part of this session where I'll kind of give a little context of where it came from I'll do a demo again welcome questions um or input or feedback as we're going through that and then we'll open up to more of General dialogue and questions doesn't have to be related to kpi groups can be anything we can dive into that as well so that's how we'll use the session today and with further Ado I'll get started so what we'll do talking about kpi grps is I'll give you a little bit of background and context we touched on it in our last session but we'll go into a little bit more detail DET uh we'll talk about the feedback that we received related to you know what customers were looking for when it comes to tracking key metrics for their services and offerings in the context of portfolios and then we'll discuss the benefits of KP groups why we selected that as a solution um and why they're adding value used in a lot of really good ways and um I'll touch on a couple of key notes before we then get into the demo and if you guys wouldn't mind just going on mute if you're not going to be talking so that way we're not picking up any any background that'd be great okay so a little bit of background and context leading into creating digital portfolio management we had a product called service owner workspace many of you or some of you may be familiar with it um it was kind of our original solution for service owners a place in a way for a service owner to manage and view key operational metrics around their services and offerings in the context of a portfolio and there was this cont concept of a performance score um when we originally did the research for this product a lot of the feedback was hey we would like a red yellow um green indicator to tell me what service or offering or part of the portfolio I need to pay attention to so I can kind of quickly get a sense of where and what needs my attention there's a lot of things going on I'm very busy point me in the right direction and so that's really where the performance score originally came from and we provided a couple of key metrics that contributed to that score in our um you know kind of our first release early release again based on feedback so things like customer satisfaction service stability so what kind of incidents are we seeing SLA breaches um availability and and outages things like that and um in theory and I think in practice it was it made a lot of sense and it was based on the feedback that we got but the the challenge what we really saw was in reality and based on customer feedback the performance score was really hard to interpret so because we were looking at metrics that were on like different scales could be an incident count where more incidents is bad it could be a percentage with availability or it could be a customer satisfaction metric which is like out of a fivepoint scale and that a higher um number is better so having to like do all of the calculation and aggregation of that data getting it all kind of on the same playing field to provide a single score of Red Amber green when we actually had it in the hands of users they would look at it and they would say I I don't know what is driving this score down or up I don't know why it's red so it's hard for me to do anything about it and in actually digging into more of the details and understanding what what they wanted instead now that they could actually see the produ and Tool the feedback was you know we we really like kind of these core metrics that you're seeing more that raw data at the offering level but when it gets aggregated higher and higher and higher it becomes more more generalized and again not that useful in practice and so it was like hey we want to see availability at not only the service offering level but we want to see it on the service level on the taxonomy node level at the portfolio level so we can really report on those metrics and know whether or not we're hitting you know targets that we have at each of those levels um and then the other aspect was it worked in the scheme of a of a service portfolio so you had to wait uh the uh the taxonomy notes at each level you had to wait your services you had to wait your offerings then you had to wait the metrics themselves and everything had to be weighted in order to actually see that score and use that metric in the service Zer workspace so the setup was complicated um actually then moving taxonomy nodes or Moving services and offerings and changing your metrics um it was incredibly taxing and so it really kept most customers from going through that process or it just took an incredibly long time and couldn't really get value out of the metric and the service owner workspace so the adoption was incredibly low it was very hard to get into the experience the other part was the performance score was really rigid so it was the same metri trct at every offering every service every node you could sort of get away with certain things by waiting metrics at zero but it wasn't a great solution it was just too rigid and so the feedback was you know we need to be able to to track different metrics in different parts of our portfolio because Technical Services are going to be um treated differently than Business Services I'm not going to do a cat score on my technical service I would a cat though on my business service um and so we had to account for that so all of this this feedback led us to re-evaluating how we want to support that tracking and measuring of services and offerings in the context of a DPM and in the context of a portfolio um the kpi group feature was something that was being leveraged in the in Workforce optimization which is another product um that's kind of in my pillar where the where DPM sits and um in reviewing that feature it was something that was there it was getting really good positive feedback from customers who are interested in wfo it met a lot of the needs that we were hearing from our customers so it's configurable you can choose whatever metrics you want to track um in the kpi groups and you can set the order you can choose what kind of a visualization you want to use you can tailor what the labels will be um things like that so a lot more flexible than what we were being able to provide with our performance score um and then it allowed us to report on those key metrics at each level of you know from the offering to the service to the taxonomy note to the portfolio but you didn't have to use it in the context of a portfolio you could just use it on a service and an offering so it makes it much easier then to get up and running with managing and tracking your services in DPM without having to use that portfolio structure and have that fully defined it could be something that you know you work into over time but it doesn't have to happen right away to get value out of DPM um and then you can be a lot more flexible too with what you track in different parts of a portfolio or from a service to even an offering so you can add more than one kpi group to you know a different node and you can really tailor what metrics you want to track um holistically for everything and then in like particular niches of your portfolio or on even particular offerings um so a lot more flexibility there and then we also were able to clean up the UI so instead of having a dashboard where you might have like 50 different you know kpis on the same page we have this this relationship of a parent and supporting kpi so it's a much cleaner visual for the user you can hit them with those key High Lev metrics when they first come to the Run tab and then they can actually drill into individual kpis and you can have supporting indicators to give them more content text to what they're seeing um and provide those additional metrics if they need them um and I'm going to show you all of this but I just wanted to hit on these like these key um benefits first and then the other thing is um I'll show you how you can map kpi groups but we have an inheritance model meaning if you add a kpi group to a portfolio everything in the portfolio will inherit that kpi um so it also makes it quicker and easier to map specific kpis um and not have to to added to every single entity in and of itself are there any questions about any of this before um we continue on okay yeah I have a question kayen the metrics that were tedious that had to be put at the business service the service offering level when you move to the standard portfolio uh and let's say you filled out all those metrics and now you're using the kpi groups do those metrics have to be manually removed or they just get ignored or what happens with those um I think and Justin you might be able to speak better to this but I think Lou you have a case for this that right no I yes I might have a case but the the issue that I reported last time I I'm not seeing after I moved this into production I'm not seeing the same behavior where the metrics are not populating they ask is if if somebody has gone through and and filled out like you were explaining the TDM of the weighted metrics and then you move to the kpi groups do you have to go in to those weighted metrics and remove all of those or just leave them there abandoned what happens with those we don't yeah we don't recognize any of the performance metrics um that were set up in service owner workspace in DPM so you don't have to to remove them you don't have to do anything with it it just it's not going to show up in the dpmi um you will need to map a kpi group U what we did though as a starting point is we provide uh basically a lot of those similar kpis and actually more than what we provided in the performance metrics as outof boox kpi groups with indicators so you can look at those and see if you like of those options to map to your existing structure um but there's no work that you have to do to remove them or or undo any work that you did um and when you mentioned the standard portfolio so one thing I want to call out is um in service portfolio management uh when you create a portfolio we had a concept of layers um which means you had to define the number of layers a portfolio will have and then you can assign nodes to a layer and then you can relate nodes to each other to build the structure and then at the very bottom of the portfolio you add your services so we introduced a new portfolio structure we're calling it The Standard portfolio and it's um available in Utah and what it does is it removes the concept of layer so it allows you to create different levels of depth within the same portfolio and it's much more flexible so it's easier to edit and update the portfolio and then with also removing the waiting and the performance score again even easier to make changes whereas before you couldn't just move something because you had to reweight everything it would screw up your waiting um so that's when you reference the standard I just wanted to call that out that that if you're not familiar that is something that has um been introduced and I think there is a defect related to the nodes and the breakdowns and so that is something that we're working on um already so if you're seeing that please do let us know um or let us know if you the case open for that okay thank you that was a great explanation exactly what I was asking thanks together awesome yeah sure thank so if you don't want to extend this for all the calls all the requests what you might need to do here is create another transaction PHA and specify the uh URL or is service view sorry I didn't get your last part that's what I wasn't sure if Bernard was talking to us or not on that okay it sounds maybe not but um okay um but if there's a follow up there they can definitely take that so okay moving on to some Keynotes so kpi groups can be found if you go to all and then digital portfolio management there are two main tables here kpi groups and kpi group mappings I'm going to demo all of this but but just kind of some notes so you can go back and reference reference this um this deck we'll share it out we shipped 12 kpi groups and so you can see them here um and there's different types I'll talk through the types and the implications of what a type means um but you can see that we have uh a type for the service portfolio level Services offerings and then we also have application services in our um next release what we're doing is we're going to be creating kpi groups for business applications so that will be coming as well um you can create your own kpi groups you could of course edit the kpi groups we provide the only little caveat I will say is sometimes we do make updates to them based on feedback so that they're more usable you know as is versus having to change them so just kind of being aware of that if you do make a change there could be some conflicts you know when we when we ship an update so the recommendation is that if you do want to make a change to basically like replicate the kpi group that we ship with the changes that you want to make that way anytime we do make updates you'll just get those kind automatically um you can also map kpi groups the DPM admin role can create edit and map those groups the DPM manager can view them and then if the user is also given a service editor role they are able to map kpi groups to their services and offerings generally but we do support that um in service Builder so um they'll be able to to look at kpi group that have been created for offerings and services and and map those accordingly so that is um just a couple of Keynotes to to be mindful of and now we'll jump into the demo give me one second I'm going to stop this share okay can you see my screen y y awesome so like I mentioned um first as um we'll just kind of go into the the actual tables and then we'll look at what the the UI looks like and how it actually works so um when we click on kpi groups this was that screenshot that I was showing there are three key columns here that you'll notice it's the name of the kpi group the type of kpi group and then the order so um at this level what I'll call out is we do create kpi groups per type and the type determines what you can map that kpi group to um and really the main aspect of it is ensuring that the indicators within that group have the correct breakdowns um so that's kind of why the the type is important and then the order D this is a global order so it dictates how kpi groups are ordered on a page when multiple kpi groups are mapped to an entity or they're being inherited um so we have like a sort of a level of first we show inherited based on order and then we show map directly based on order so that's how you can use this order field um for preferences so clicking into a kpi group um here you'll see that you can um add a name this is the label that will be shown in the dpmi you can add a description we don't actually show the description at the moment um one of the things that we have in our backlog there I should also mention there is a specific product manager for kpi groups so we work very closely with him and his team to share feedback and input and suggestions and so um some feedback we've gotten is like tool tips so the description might be used um to help with adding extra explanation of what a kpi group does U but this can also just be helpful to to let the user know the intention of why this group was created and then within the kpi group you'll notice that there are kpis and we have mappings it's mappings table so the mappings tell you where this kpi group has been mapped um if you again based on type it can only be mapped to a service portfolio um since this is the type and this can't be edited so once you do choose the type and you save it that's kind of set in stone um and then looking at the kpi the kpis themselves we have um the label which this is what will'll show up in the dpmi and then we have what the kpi or the indicator name is and that's linked here so we can go look at that and then I mentioned this concept of parent and supporting kpis these are all parents and you'll notice there's this filter here so we're showing the parents in the kpi group if I kind of walk it back um you'll see all the kpis in this group and so these are added as supporting um kpis to a parent and I'll I'll show you the value of doing that um but just something to to keep in mind um and then we also have this concept of display aggregate so at the moment kpis um are shown we have time ranges in the UI a start and end date so you can select um what time period you want to look at which is nice so you could see data Over time however in order to give like a single score number you have to choose whether you want to show the sum of that period of time or the average now the a lot of the feedback that we've been getting is sometimes that doesn't actually make sense you just want to see what the latest score is along with the trend so you know okay how is this doing compared to last week or last 30 days and so that is a feature that's um being worked on and um we we're hoping to introduce uh soon so we'll have a third option of latest score and so I think that'll be a really nice addition um if I click into a parent so that since since this is empty it means it's a parent kpi um you'll also be able to see the supporting so the the um like more refined you know version of of this part of the kpi group um you'll notice that this is again that name or the the display value in DPM this is the indicator itself um I'm sorry this is the label this is what kpi group it belongs to this is the kpi or the indicator in PA performance analytics this is where you choose the Aggregate and then this is the order within this particular group so in this performance snapshot we have three single scores and you'll notice that availability is first because it's 100 um so that's how the order can be used and then similar with order within a supporting indicator um uh tab this determines the order um from left to right in the kpi details page which will show you that UI um if we go and actually look at an indicator one of the main things to um keep in mind is the indicator has to have the appropriate um sorry this is kind of slow it has to have the right breakdowns so because this is a a service portfolio kpi group it needs to have a breakdown by portfolio taxonomy node service and offering that way you can see metrics at each level of that portfolio and have the kpis work basically um and so when we ship these these kpi groups you'll get our indicators and you'll also get the breakdowns and you'll see like the structure of the kpi group so you can use that as a reference and then of course like reuse these breakdowns that we ship but you'll see them here all and they we've you know prepended DPM um so it should be easy to find so the relationship here does it you know like we you talk about Services availabilities how ises that straightforward but when it comes to mttr and dependency on how the service is represented in the incident do do are you is there anywhere or is there documentation linked in here as far as oh it's pulling from the impacted Services of an incident in that in that um Extended table or is it directly from a service that's located as a primary CI for example that's a really good question so it it's both and it's also affected CIS so what we've done for all of our service related um kpis or indicators I should say is we look at whether and and I should also say our data model is organized around the offering level so we really do best practice right is to have your incidents Associated your incidents outage records changes problems Etc have a reference to the offering and then we roll that up to the service level um so if the offering is listed directly on that record so for example the incident record um directly as as the service offering or if it's included in the impacted services or the affected CIS related lists that's included in our reporting and that was an update that we made um it's it's Tokyo compatible um but I think that's what we did in febu in one of our February releases so if you're if you're not on Tokyo we only do the direct reference through the offering field once you get to Tokyo it's offering and impacted services and impacted CIS okay so if we make an outage against the against the business service which should then replicate down to all the offerings is the recommend is that still a good practice or should we be creating outages directly against the offering and not even take it against the business service it should be the offering yeah okay I followup question to that yes I agree it's the the outage is the offering the incident with CI would be the application Service uh it doesn't have to be for most customers but I believe that's where you're training to and earlier you indicated that you're going to be doing kpi grids for business apps so does that mean that APM where the indicators are on the APM user interface uh they now will see that incident so you can say how many apps do I you know I'm looking at a particular app for app rats and I want to uh I want to see you know if this apps has over 500 incidents and you'll be able to use that kpi group for the business app then because today I think it's configured where it wants the business app to be the CI in order for that to register I'll have to talk to Doran about that um the the product manager there so in DPM um all of our metrics are based on the application service and that's driven through what we the feedback that we got from the common Services data model team and and how things should be reported and rolled up so that is how we're aligned um and those the metrics were replicated from what the application portfolio management team had in the first place um but we'll we'll see what they're going to be doing moving forward because it my understanding is again from a best practice data model it shouldn't be directly on the business application that's correct agree and you had mentioned earlier about eding the kpi groups are did you mean to say that the outof the boox kpi groups that you ship the best practice is we can edit those or you want to make a copy of those because if you make a copy and create new ones obviously but the ones that are shipped are the ones that are surfaced in BPM itself so I would assume we would just edit those and if we do we'll get updates to those if you do an update and another release or store release yeah so that's good fall question we uh we sometimes do make updates to the kpi groups and so if you've edited what we ship there might be conflix and I I'm not sure honestly we tried to replicate and we were having a hard time understanding if it would overwrite or if it would add to um what you've already done so as a as a to be safe I should say if you replicate what we ship and make edits there any edits that you want either removing kpis or adding additional ones um then you're that would be safe upon like upgrading or or or uptaking anything new that we that we or any change I should say that we make to existing kpis we've already shipped okay one final thing I thought I hear you say about changes the change should also have the application service not necessarily the offering I thought I hear you say offering yeah so on the configuration item yes configuration item is it should be the lowest level of infrastructure or software like any kind of like um application service and down so to speak we have a a direct reference to the offering on those fields and so when that when that service offering field is populated with an offering we will show that in DPM San Diego versions that's what we look at Tokyo versions We also include um the impacted services and affected CIS related lists right and I believe in Utah you can now see the offerings all incidents all changes all problems S as the related list which is basically connecting uh anything related to those uh mean in in service portfolio management yeah exactly yep in service portfolio management that's right okay thank you yeah sure thing hey that's an excellent point as a follow I don't know like a best practice um so that we are properly feeding uh feeding these feeding for these uh these kpis uh best practice on the the the lowest denominator for that CI in the tool because we're having configuration item and right underneath that we just started putting business service and that's a wrong move right we should have application service at the core of the incident so um I don't know if other people are struggling with that but that's a that's interesting because our our our strategy possibly was moving towards business service that hey what do you want able to consume um so anyways maybe a a next kind of uh some kind of a session or somewhere to point us towards that documentation on best practice on choosing the type of CIS in an incident as it relates to Services yeah so um in speaking with bark Mark bodman um his his recommendation is to use the CI field to help identify where something originated so if the closest you can get is an application service that's great sometimes too it'll become you know you'll become aware of it as you go as you do more of that root cause and try to understand like where did that actually occur um and then the service offering field should be used to reference a service offering that's that's impacted so it could be um like it depends on that app service or it contains that app service or um you know however you're kind of using that but the the feedback that Mark was saying is if you are using service mapping and you're creating relationships between all these CIS um they have features as part of Incident Management where it'll Traverse those relationships and it can actually populate the affected or impacted I'm sorry the impacted services for you and kind of build out that web of here are the things that are being impacted by this incident um so that's his recommendation we will have Mark speaking with us in the session that's following knowledge so any questions that you guys have on data model and where and how you should be aligning these things and where you should be documenting you know which types of CIS he'll be a really great resource for that yeah I mean I I work with Mike and and Mike this is really a a really important piece here because the CI that is being selected call it from APM or call it from whatever we have in at the bank um it is trying to populate the offerings in the business services what I'm hearing here is with solid mapping you could go the other way too is by by knowing which offerings that was impacted it should be able to populate this the CI that is associated with the application service I don't know I'm because is we have to take it offline SL because we're using the business application in the service and even though we're mapping a dependency to that business application we're not seeing it loaded down into service Mapp into the corre Impact Services um correct because that's outside it sounds like that's outside it's it's from application service below business application is kind of above that in the uh common service data model got it got it got it got it got it yeah it is it is an offline conversation yep just keep in mind that that uh service now shifts out of the box on the incident form the CI field the service offering field and the business application I mean business service service field so yes you are correct uh many people will start out like what you did we did similar uh where we didn't really have the csdm fully built out so we didn't even have CIS we used generic CIS got rid of those used offerings now we're getting rid of the offerings and swapping them out with the application services so it all surfaces up to DPM and Caitlyn hasn't shown it but I believe in DPM there's business applications so there's three indicators and those will not populate unless you're using the application service y that's right thanks Lou okay all very good um questions and keep it coming so uh I'm GNA pop back to um our kpi group um because one other thing and I did notice a um okay great Justin just responded in the chat um but this is looking at our latest version that's going to be available um it's it's our May release so we've we've made a couple of adjustments I'm going to highlight that this is the May release is um available on Tokyo so it's it's Tokyo compatible and then in our next release we'll be moving to a Utah uh release so just kind of keeping that in mind um but one thing I did want to highlight here is in our latest release we have a different way of mapping I'm sorry of um determining the visualization of a kpi so the only kpis that have the visualization um really capability are the parent kpis because those are going to be shown on the Run tab the supporting kpis are shown on our kpi Details page and there's really no visualization associated with those so definitely keep that in mind but we do give you the option to choose your um visualization type by default we show the single score so there's a single score with a spark line so you can kind of see how the the metric uh has ealled over the past 30 days and by default start and end dates on the Run tab and the the metrics that you'll see are the last 30 days uh again those can be updated the start and end dates when you're looking at a Run tab um and then also when you're looking at the kpi details tab these are the different visualization types that we provide um Group by is used if you want to show like four incidents here are p1s p2s as separate um like lines on your chart for example um so that's how you can um configure the visualization previously and if you're on uh of course you're on a previous release there's a there's a third Tab and that lets you choose a kpi and choose a visualization type um so that's how you can choose what you you want your charts to look like uh in DPM and then let's see if there's anything are there is there any other questions about um like the the table structure and the types of fields that we provide and um anything related to to this part before we go into the UI um hi there um I've got a question regarding the kpi groups in general um so my understanding is you'd need to create kpi group mapping um against the kpi groups um so um and my request with the customer at the moment is to you know default all those outo box kpi groups um if you want to um to portfolio right so managed to update the kpi groups type from the list view to be all portfolios for example um so that it prevents me from reworking um you know and creating all you know maybe a new kpi group with all the kpis that are out of the box um so is there a better way of doing this because obviously you know in this case the customer wants you know those kpi groups um as a default against all the services um application Services the service offerings the you know the business services technical services and so on um instead of creating kpri group mappings or you'd have to go down that route and and I guess the only way is to either update those types to be service portfolio or um or create new um kpi group um that will have all the kpi um included in that yeah yeah so good question um if you want a a set of kpis to apply to everything in a portfolio the easiest way to do that is through a service portfolio kpi group um so you can absolutely do that if you want to track specific metrics in a specific place in your portfolio you can create a portfolio I'm sorry um a a type that is oh shoot I can't sorry let me do the great new so you can see all the types but we also have a taxonomy node type so that could be used in a in a brand of your portfolio and it would apply again to everything within that that line um I have shared a feature request with the product manager for this product to um have an easier kind of like able to select multiple things at a time to map a cap group that maybe applies to a subset of offerings for example or you could even add it to all offerings um but it would just it would be more of a slush bucket type selector so that you don't have to map individually each time yeah because um initially I was thinking about creating a script that does it but um yeah that's good to know that you've got something coming up on that thanks for that yeah sure thing um and the other thing I just wanted to call out really quickly is we don't the the application service doesn't inherit any kpi groups from the portfolio um and that's because you know you could have an application service that's related to a bunch of different offerings within the same you know it could be dependent or it could contain and then it also you know can be related to the business application so that entity doesn't inherit from the services side just as a oh that's good to know thank you for that y okay um and then this is our mapping table so here you can see all the different mappings that have been created and you can remove them if you want to um and then you can also create a new mapping so when you create a new mapping you select the group that you want first um so I'll just select out ofen availability and then because it's of type offering it'll show you um you know you can choose an offering to map it to and then when you um let's see just pick one okay and then we'll submit that and the mapping is created so that's how you would do the mapping and then it would show up on that page on the offering Run tab oh and the other thing sorry I should also mention is if you update the types make sure that you update the breakdowns so um you just want you want to ensure that the the depending on the type of uh kpi group you've created that the breakdowns for the indicators are all-encompassing of what what it pertains to so for if it's a taxonomy node kpi group you're going to need taxonomy node service and offering it's portfolio you need all of them you know kind of down the chain so just as a something to keep in mind okay so if we go now into digital portfolio management um you'll have to kind of bear with me a little bit on some of our our demo data it's a little crazy but um in the Enterprise portfolio module we is the first place that you really will see the the kpi groups and how they're you know you could they're inherited and they're they're um you know you see those specific metrics at each level these are the parent kpis like I mentioned and then you know at any level when you drill down um you'll notice that you're seeing the same metrics and then you'll see the the scores for that particular um text taxonomy node and then if you go into the view details for the portfolio or a taxonomy node or service or offering that's when you can kind of get into more of the details so um on this page which is really nice is you get that direct breakdown so you can see where your performance is the best and also where it's the worst in the portfolio and kind of drill down into that chain um depending on what metric you care about or what you're focused on uh Caitlyn sorry to interrupt um we have a question in the chat if you could explain the breakdown a little more okay from Cassandra e k I don't know if you want to come off mute Cassandra but no okay I was sorry you're okay um you said make sure to have your breakdown set up a certain and I just got lost yes so um with the previous question of just updating the type so if you want to change any of the types like if you want to change our incident kpi group that we've created for offerings you want to make sure that the indicators that are that are mapped to each of the kpi groups um has the appropriate breakdown so these are the breakdowns this is an indicator like a PA indicator record and here you can see what's the actual calculation and the conditions and the parameters of that metric because really the kPa groups are kind of containers for indicators um and then of course we we give you the the rollups and the breakdowns and all that good stuff we bring it all together but you want to make sure that this is working well for you um as like a base at the base level because if this if you don't have the right breakdowns or if this is like seeking out you know the wrong data that you know you're not going to have the AL that you're looking for so if you come down to this tab you'll notice that um we clicked on a uh service portfolio kpi group and an indicator within that particular type so it has all four breakdowns which is good so this is what you want if you just create a a kpi group that's for services so it's only going to be mapped to the services and then that the child offerings inherit that you'll want to have the service breakdown and the offering breakdown does that make sense got it thank you yeah sure thing um oh and actually one other thing that I should have mentioned um which is a cool uh feature that we released in our last release um so we do have a kpi called um mttr meantime to resolve let's see okay so or average time to resolve is the actual indicator but because it's a in in our in our in our kpi Details page which I'll show you in DPM we have the option to view the source records that make up that indicator so you can see okay here's my score and here are the records that are feeding that score well we couldn't do that with uh formula indicators because formula indicators will look at uh more than one source table so it's like well which which do we actually show you so the nice thing is now you'll be able to select you know if you have a formula indicator we give you the option to choose the indicator Source um and so this will be uh the uh there's that'll tell you what the source tables are and so I'm going to choose the number of resolved incidents and if I save this um when I then go into the uh workspace I can see see the result incidents that are contributing to that mttr metric so that's a pretty cool enhancement that we recently made okay so if we come back in here um and kayn just a time check we have 12 minutes left okay are you guys cool if we keep going or do you want to cover any more any different topics cool keep going okay great so um you'll notice here that we have the break this breakdown grid uh so you can view again where the data is coming from that make up this Topline score and we have this on the um portfolio page the taxonomy pages and then also on the service Run tab so you'll see the breakdown by offerings you can click into any one of these and then you could also drill directly into any of these um grids for example let's go into we can actually go into this one so you can see the the record view but when I talk about a kpi detail page this is what I'm referring to so here you'll see um that score that was on the previous page you'll have a trend chart start and end dates um we have that same breakdown grid um so but this is specific to this kpi and then it's going to show you the supporting indicators that that you had configured in the kpi group tables um and then you'll also have remember I selected the incident table as the source so you'll see that here as well that's contributing and this is for the entire portfolio um you can of course like drill down into let's see I think this is the one I want to go down but you can you can keep drilling down through the tree and um you know get more and more detail so let's go to this one we'll go all the way to a service so you can see what it looks like and this is what I mean like with our demo data we need to work on okay so then once I get to the knowledge base this is the service so you'll need to go to the Run tab and then here you'll see not only that performance snapshot that we applied to the portfolio but you'll also now see this service cat kpi group that we mapped directly to this service um and then you'll notice we also have this in Breakdown grid so you can get into that detail and then this is the same so anytime you click on um anytime you click on a kpi a parent kpi group it'll take you to this page where you can then view the supporting indicators wait this is not the current this is the release uh not 314 that's in the store this is 328 in Tokyo and 336 in Utah this is a little sneak peek yes okay would you yeah would you just mind answering the question about when you you you flashed it on the screen earlier when you see the not configured yet going from where you see the not configured yet how do you determine which kpi is not configured so you can drill like from where you see not configured yet into that kpi group from a navigation [Music] perspective you mean like your meantime to resolve I saw some scores there yeah right there not configured yet yes so how do you go to where that needs to be configured how do you know from this screen where to head into the kpi group that would be populating that is that just the meantime to repair kpi that's a great question so it would you would go to the this we are currently in the um service portfolio I'm sorry the performance metrics or the performance snapshot kpi group and this is the parent and these are the supporting so you would look at the supporting indicators within this kpi okay M mic is on and I don't know if we want to go deep there but Mike could probably run us through actually going through the screens and stuff that might be a little bit too low level but yeah I think it might be low level she she's right though if you go to the kpi group that's how I like Define this side you go to the kpi group you drill into the kpi you in her example you drill drill into the supporting kpis of that kpi the other thing from the kpi is you can go into the PA indicators um so if you just start from the kpi group it it drills you into every piece that we're showing until you can find what's missing um and one nice thing about going from the kpi group to the kpi to the indicator is that you can then go look at the analytics Hub of the indicator which will show the same basic information that we're showing because as Caitlyn said earlier we're just kind of wrapping the the PA indicator type data so it allows you to um make sure that if it's working the in analytics Hub then it would be working for us if there's data in analytics Hub you can go look at the scores you can go look at all that stuff if it's good there it would be good for us so if it's not configured for us then it's not configured in the PA indicator world and and Lou just to add on because we get this question a lot in case tab uh they'll see like not configured no data um I think the two biggest causes of of this are either the par data collection job isn't running uh and so there's a a nightly job that runs and there's a bunch of different jobs for different indicators um or there's no data and so even if the the indicator is running but there's no P3 incidents or whatever um it won't calculate a score and and and mttr is an interesting one because it's a formula indicator so it's a little bit more complex than some of the other ones um but usually it's either no data or no par job not always sometimes there's a misconfiguration or something but um uh it it is something that a lot of customers uh run into I I get it and for the not configured yeah it's not configured as what was just described although the mttr is tucked under the performance snapshot out of the box kpi so it's not it's like that is not the kpi group that is under something else so it's not very clear you have to poke around but I think there's opportunity where the not configured yet could be there and then you could also say no data available making the distinction between the two definitely yeah empty States for indicators is definitely something we're paying attention to because it is complex so good good feedback yeah thank you okay let's see if I can no okay let me just come back here and we'll go directly down to the service okay yeah so we were here so we can see again not only the inherited performance snapshot kpi group but we also again see any kpi groups that have been mapped directly to this particular service and then if we go even one level deeper here we can see the uh on the service off offering there's um the inherited and then the ones that have been mapped directly so you can have that you know again more and more and more detail or additional metrics um as you go down the tree um and and targeting different kind of levels of personas and then you can also see again how the charts can change or you can configure to be all single scores or also having you know Tren Trend charts with groupy so lots of different ways to to approach this if we I I have a quick question because I was just about to have a script written um but if we have inheritance like this we have a performance snapshot that has all those kpis already embedded into it um and inherited down from the portfolio but then we go ahead and have additionally those same ones uh that are that are kpis directly to a business service or to a service offering is there going to be a duplication on DPM as well or does it recognize you already have that KP and get rid of it we don't recognize an individual kpi we will recognize an a duplicate kpi group um although I'm not sure if it's if we'll recognize it if it's the if it's a different type because like you would have to take this you would have to like performance snapshot you'd have to replicate it perfectly and then you but you'd have to make it type service um and then still they would technically be different different so and there is value in showing the same or I should say there can be value in showing the same kind of Baseline indicator but represented in different ways like if you wanted to say show me inci like my incident count but now show me my inent account grouped By Priority so you can okay you know what I mean so we don't we wouldn't D duplicate those things um yeah like let me just give a real world so you have a you have the offering performance that you have the performance whatever that's called Snapshot from the portfolio inherited all the way down but then you also have outage and availability group at the offering level yes right are those redundant to each other so they're they are slightly different so here we have this more this like additional kpis we do have availability but we show it in this like Trend View and then this is actually supposed to to be somebody was messing around with the configuration but it's a single score that tells you the total outage minutes um so okay so there's value in having both there is value in having both yeah there can be it depends on what you want to track and how you want to track it like I I've seen like 10 different incident related metrics like all very similar but slightly different they're giving you like a little bit of a nuance and so you could do it again nested or you could have separate you know indicators actually or kpi groups on the same page got it okay thanks yeah Kay we have two minutes by the way I don't know if you want to do like a quick close up um I know we're having really great conversation and I hate to cut it off but no no no thanks for the time check I'll just keep going that's problem um but I wanted to say that the the cool thing about the kpi group is that there's a lot of different ways you could approach it so I think like if you're just getting started maybe just get started with a portfolio level kpi group map it see how it works see if that's giving you the the kinds of information that you're looking for and then you can start to introduce more and map more as as they you know become useful um one customer that uh I've been chatting with quite a bunch like they use the the portfolio level metrics for uh more like process type metrics so every all their kpis or their indicators I should say the one the actual PA indicator is around closed so the number of closed in the number of close and then they have all their reporting that way and then when they get lower in the taxonomy it they have metrics that are like what are the new incidents that are coming in what are our breaches looking like is it's a like a little bit more um not current but it's like this is sort of what's new happening versus this is what has happened and these are what those numbers look like so there is a lot of different things that you can do with it and a lot of different ways that you could approach it intentionally um I wanted to very quickly to actually fully close I have when I share out this deck um we have if I could find it um oh here we go okay we I have a resources slide um so I'm sorry I clicked on these to verify that they work but these are links to different product documentations this is uh an example of like how you can configure like an entire kpi Within thep group for availability um and then we also have this knowledge article that has this a a guide called run services and there's a bunch of troubleshooting that we that we lay out and step go step by step we like talk about the analytics Hub the different uh jobs and and how you can go and try to assess what what might be going on if something isn't populating um and so it is in that knowledge article as an attachment um so you can also take advantage of that if you want more like detailed Deep dive information all right sounds good well thank you Caitlyn um that was amazing thank you everyone who attended um just a reminder the next call won't be until May 31st due to k23 coming up um it will be common service data model and we look forward to seeing you all there also look forward to seeing you all at knowledge who are able to attend um if you have any questions feel free to reach out we will be sharing the deck later this evening um Pacific Standard time uh so be on the lookout for that as well thank you so much thanks everybody thank you all Che