The out of the box Enterprise Architecture Operational indicators, Incidents via Service, Problem via Service and Change via Service provide key insight to the operational health of your business applications.  See this prior article for deeper discussion of indicators and scoring in general: 

Measure your Application Inventory with the Indicator and Scoring Framework

The goal in this article is to help you setup these operational Indicators as they require a few steps.   See the diagram below which illustrates the data model used.

 

 

In summary,

1. When using Incident or Change, the assignee runs the Refresh Impacted Services from the Incident or Change form, (in the hamburger menu).  This will populate the Impacted Services and the Impacted Business Applications tables.  See appendix below for configuration required to support population of Impacted Business Applications.
2. The Performance Analytics Number of new incidents, Number of new problems and Number of new changes indicators are gathered daily by the jobs mentioned below.  Each one has a Business Applications via Service breakdown.  This is the source of data for the respective EA Indicator scores.
3. The daily scheduled Load Indicators and compute score job, sums up the Incidents, Problems and Change  and calculates an EA Indicator score per fiscal period based on the EA Indicator frequency.
4. _ NOTE _: Problem does not support "Impacted Business Applications",  the EA indicator Problem via Service will look for the Business Application Reference attribute to be set on the Problem record(s).  This may require a change to Problem processes or perhaps a custom indicator will be required (topic for another article some day).  
5. NOTE : The EA Indicator, Total Change Hours, relies on the older Business Application breakdown which in turn relies upon Change records having the Business Application reference set.  It is highly unlikely most customer will follow this in their Change process.

Here is a summary of the job setup/coordination:

1. Schedule the following jobs to run every day

   1. [PA Incident] Daily Data Collection
   2. [PA Change] Daily Data Collection
   3. [PA Problem] Daily Data Collection
   4. NOTE: in order to catch up score form prior dates if these have not been scheduled daily, run the Historic Versions such as [PA Incident] Historic Data Collection
      

2. Schedule the Enterprise Architecture Load Indicators job, Load Application Indicators and compute Application Scores, to run every day after the above ITSM jobs.  This job will do nothing most days, it only executes an indicator if the current date is the last day of the fiscal period.  It starts with retrieving a list of all indicators that are associated to a Scoring Profile.  For each indicator in the list, it examines the current date vs the frequency of the indicator and if it  is set to monthly, then it would execute the indicator(s) the last day of the month, if set to quarterly, then it executes the indicator in question on the last day of the quarter etc.  

This job will generate you indicator scores and on fiscal calendar boundaries (month, quarter, year) it calculates the Application overall score.

1. Finally, in order to understand indicator trends, setup the [PA App 360] Daily Data Collection job to run daily.  This PA metric captures the trending of your indicators over time (quarterly) and is visible in the App 360 Dashboard in EA Workspace.

_ Debugging _

To debug this chain of data, examine the breakdown scores starting with the Incident, Change and Problem breakdowns.  Once you have the Incident.new Business App via Service scores, you should see the EA (APM) indicators scores generated.  From the PA Indicator form, click on the Scores for this Indicator related link.

From the scores, scroll down until you find the Business Application via Service breakdown.   (I won’t be getting scores in this demo system because I have no scores.  Zero (0) is a valid score)

Appendix

Setup Impacted Business Applications

• Ensure the following system properties are set to True:

  • com.snc.incident.refresh_impacted.include_affected_cis: Populate Impacted Services based on Affected CIs.
  • com.snc.incident.populate_business_application: Populate Business Application related list for incidents.
  • com.snc.change_request.populate_business_application: Populate the Business Application related list for change requests.

• To display the Impacted Business Applications tab in the Related List of a record, go to Additional actions > Configure > Related Lists. Move Impacted Business Applications from the Available list to the Selected list and save.

• To view the impacted business applications for the Number of Incidents via Service and Number of Changes via Service indicators, refresh the Impacted Services and CIs related list for that record. For instructions, see "Refresh impacted services and CIs for Change" and "Refresh impacted services and CIs for incident."