Administration › Service Desk › KPIs

KPIs

Key Performance Indicators (KPIs) are metrics that you can use to identify areas in your service management environment that require additional attention or configuration tuning.

You can develop KPIs to meet the specific needs of your IT environment, and use the data they produce to generated web-based reports. With a well-planned set of KPIs, you can harvest valuable data to drive strategic decisions and help your organization measure progress toward performance-related goals.

CA SDM provides three KPI types:

• System KPIs are installed with CA SDM. You can modify them to meet your needs, but you cannot create new System KPIs.
• Stored Query KPIs allow you to select a stored query to retrieve information from the database. You can use the predefined queries, or create custom queries for use in your KPIs.
• SQL KPIs allow you to incorporate a complete SQL query directly into the KPI.

Note: In addition to the metrics you can produce by using the three KPI types, you can configure the KPI daemon to monitor CA SDM ticket objects and gather data whenever tickets are opened, closed, or certain fields updated. To use this feature, you install the KPI Ticket Data Table option (see KPI Options).

For more information about KPIs, see the Administration Guide.

More information:

Create a KPI

View KPIs

Make a KPI Active or Inactive

Edit a KPI