Analytics universe customization white paper · The universe and the reports can both be customized. The universe is a semantic layer for accessing the data that is displayed in the

Best Practices Document

Customization of the BMC Analytics for Business Service Management universe

February 2010

www.bmc.com

.

Contacting BMC SoftwareYou can access the BMC Software website at http://www.bmc.com. From this website, you can obtain information about the company, its products, corporate offices, special events, and career opportunities.

United States and Canada

Address BMC SOFTWARE INC 2101 CITYWEST BLVD HOUSTON TX 77042-2827 USA

Telephone 713 918 8800 or 800 841 2031

Fax 713 918 8000

Outside United States and Canada

Telephone (01) 713 918 8800 Fax (01) 713 918 8000

If you have comments or suggestions about this documentation, contact Information Design and Development by email at [email protected].

© Copyright 2010 BMC Software, Inc.

BMC, BMC Software, and the BMC Software logo are the exclusive properties of BMC Software, Inc., are registered with the U.S. Patent and Trademark Office, and may be registered or pending registration in other countries. All other BMC trademarks, service marks, and logos may be registered or pending registration in the U.S. or in other countries. All other trademarks or registered trademarks are the property of their respective owners.

ITIL® is a registered trademark, and a registered community trademark of the Office of Government Commerce, and is registered in the U.S. Patent and Trademark Office, and is used here by BMC Software, Inc., under license from and with the permission of OGC.

IT Infrastructure Library® is a registered trademark of the Office of Government Commerce and is used here by BMC Software, Inc., under license from and with the permission of OGC.

Oracle is a registered trademark of Oracle Corporation.

SAP and BusinessObjects are trademarks of SAP AG in Germany and in several other countries.

BMC Software considers information included in this documentation to be proprietary and confidential. Your use of this information is subject to the terms and conditions of the applicable End User License Agreement for the product and the proprietary and restricted rights notices included in this documentation.

Restricted Rights Legend

U.S. Government Restricted Rights to Computer Software. UNPUBLISHED -- RIGHTS RESERVED UNDER THE COPYRIGHT LAWS OF THE UNITED STATES. Use, duplication, or disclosure of any data and computer software by the U.S. Government is subject to restrictions, as applicable, set forth in FAR Section 52.227-14, DFARS 252.227-7013, DFARS 252.227-7014, DFARS 252.227-7015, and DFARS 252.227-7025, as amended from time to time. Contractor/Manufacturer is BMC Software, Inc., 2101 CityWest Blvd., Houston, TX 77042-2827, USA. Any contract notices should be sent to this address.

Customer Support You can obtain technical support by using the Support page on the BMC Software website or by contacting Customer Support by telephone or email. To expedite your inquiry, please see “Before Contacting BMC Software.”

Support website You can obtain technical support from BMC Software 24 hours a day, 7 days a week at http://www.bmc.com/support_home. From this website, you can:

Read overviews about support services and programs that BMC Software offers. Find the most current information about BMC Software products. Search a database for problems similar to yours and possible solutions. Order or download product documentation. Report a problem or ask a question. Subscribe to receive email notices when new product versions are released. Find worldwide BMC Software support center locations and contact information, including email addresses, fax numbers,

and telephone numbers.

Support by telephone or email In the United States and Canada, if you need technical support and do not have access to the Web, call 800 537 1813 or send an email message to [email protected]. (In the Subject line, enter SupID:<yourSupportContractID>, such as SupID:12345.) Outside the United States and Canada, contact your local support center for assistance.

Before contacting BMC Software Have the following information available so that Customer Support can begin working on your issue immediately:

Product information o Product name o Product version (release number) o License number and password (trial or permanent)

Operating system and environment information o Machine type o Operating system type, version, and service pack o System hardware configuration o Serial numbers o Related software (database, application, and communication) including type, version, and service pack or

maintenance level Sequence of events leading to the problem Commands and options that you used Messages received (and the time and date that you received them)

o Product error messages o Messages from the operating system, such as file system full o Messages from related software

.

License key and password information If you have a question about your license key or password, contact Customer Support through one of the following methods:

E-mail [email protected]. (In the Subject line, enter SupID:<yourSupportContractID>, such as SupID:12345.)

In the United States and Canada, call 800 537 1813. Outside the United States and Canada, contact your local support center for assistance.

Submit a new issue at http://www.bmc.com/support_home.

Contents

Introduction ................................................................................................................... 6 BMC Analytics for BSM components.......................................................................... 6 Requirements analysis and customization .................................................................. 8

Business need .............................................................................................................. 8 Requirements analysis ................................................................................................. 8 Logical modeling ........................................................................................................ 9

New database table/view ......................................................................................... 9 New derived table ................................................................................................. 10 New alias table ...................................................................................................... 10 New join ................................................................................................................ 11

Business modeling .................................................................................................... 11 New object ............................................................................................................ 12 New condition ....................................................................................................... 12 New hierarchy ....................................................................................................... 13

Report creation .......................................................................................................... 13 ITSM universe customization ..................................................................................... 14

Universe linking ........................................................................................................ 14 Universe linking considerations and limitations ................................................... 15

Universe customization procedures........................................................................... 16 Creating a new universe ........................................................................................ 18 Linking the new universe to the ITSM universe ................................................... 19 Updating the universe to include a new field ........................................................ 21 Updating the universe to include a new form ....................................................... 23 Enabling time-based trending on a new field added to the ITSM universe .......... 31 Creating a new condition on an existing object in the universe ............................ 33 Creating a new hierarchy using the objects from the ITSM universe and the linked universe ................................................................................................................. 35

Upgrading the BMC Analytics for BSM universe .................................................... 37 Backing up the universe and reports ..................................................................... 37 Overwriting the existing universe ......................................................................... 38 Validating the upgrade of the ITSM universe ....................................................... 39

Page 6 BMC Software, Inc., Confidential

White paper

BMC Analytics for BSM universe customization

Introduction

BMC Remedy IT Service Management applications are designed to meet the business needs of the customer and are therefore customizable. The interface-driven design facilitates the addition and modification of fields and forms.

So that the BMC Analytics for Business Service Management (BMC Analytics for BSM) application can report on the new and modified fields and forms added to the underlying BMC Remedy IT Service Management applications, you should modify the ITSM universe that is installed by the BMC Analytics for BSM product. This document is intended to describe typical customization scenarios and provide step-by-step instructions to customize the BMC Analytics for BSM universe.

The intended audience of this document is customers who want to customize the ITSM universe as well as software partners and other field support personnel that assist customers in the implementation of BMC Analytics for BSM.

For more information about the BMC Analytics for BSM product, see the user documentation that is available with the product.

BMC Analytics for BSM components

BMC Analytics for BSM consists of a universe and predefined reports that allow you to analyze your BMC Remedy IT Service Management application data.


The universe and the reports can both be customized. The universe is a semantic layer for accessing the data that is displayed in the reports, and it consists of a logical model and a user model, shown in the following illustration.

The logical model represents the tables and joins that are mapped to the physical views and tables in the BMC Remedy AR System database. The user model contains definitions for dimensions, measures, and conditions that are used for end-user reporting purposes.

Logical Model

User Model


Requirements analysis and customization

The customization of BMC Analytics for BSM includes requirements analysis, universe customization, and report creation. The stages are identified in the following figure and discussed in this section.

Business need The business has a reporting requirement that is not currently supported by the preconfigured BMC Analytics for BSM reports.

Requirements analysis A detailed analysis of the reporting requirement should be performed, and the details should be captured in a format similar to the following.

The columns in the sample format above are defined in the table below.


Column heading

Value definition

S No Serial number—identifies the table row.

New Requirements

Descriptive term for the new reporting requirement.

Functional Area IT Infrastructure Library (ITIL) functional area. The sample value IM stands for Incident Management.

Application forms

Application form name

Form fields Fields on the form specified above

Multi-tenancy Whether the application is implemented in a multitenancy environment.

Relationship The relationship to the view or table.

Fiscal Calendar Requirement

The input parameters for the ANA_FISCAL_CALENDAR form; the start month, year, and number of years.

Module The module in the universe where the new objects should go, for example, AM (Asset Management), IM (Incident Management)

Class Universe module class name where the new objects should go.

Logical modeling Analyze the BMC Remedy IT Service Management application to identify the forms where this new information is hosted. Identify the relationships between the new forms or fields in the BMC Remedy IT Service Management application and the existing forms in the ITSM universe. Capture the complete logical model design (look ups, derived tables, multi-tenancy queries, fiscal calendar aliases) in a format similar to the following where each different section would be included in a separate tab in an Excel file.

New database table/view



Column heading

Value definition


Name Name of the new database table or view to be added to the universe.

Description Description of the new database table or view

New derived table


Column heading

Value definition


Name Name of the new database table or view to be added to the universe.

Derived Table Name of the new derived table to be added to the universe.

Type Whether multi-tenancy is required or not

New alias table


Column heading

Value definition


Alias Table Name

Name of the new alias table to be added to the universe.


Original Table Name

Name of the existing table in the universe.

New join


Column heading

Value definition


First Table Right table in the join

Second Table Left table in the join

Join Expression The expression for the complex join or simple join

Shortcut Indicates whether the join is a shortcut join—TRUE or FALSE.

Cardinality Indicates whether a cardinality check is required, and if so, the type of cardinality.

Outer Join If the join is an outer join, the type of outer join—OuterRight or OuterLeft

Business modeling In this stage, the class and object structure organization of the new area needs to be defined and new objects, conditions, and hierarchies need to be identified and documented. Capture this using the format below where each different section is included in a separate tab in an Excel file.


New object


Column heading

Value definition

Class Name Universe class name to which the new object is to be added.

Object Name Name of the new object to be added to the universe

Type Field type of the new object to be added to the universe

Description Description of the new object to be added to the universe

Select The object name, included in the select statement

Table Name Name of the table in which the new object is contained.

Qualification The type of object to be added to the universe, dimension or measure

New condition


Column heading

Value definition

Class Name Universe class name to which the new condition is to be added.

Condition Name Name of the new condition to be added to the universe

Description Description of the new condition to be added to the universe


Where Select statement

Table Name Name of table on which the condition is based

Show Whether to display the condition or not to the user—TRUE or FALSE

New hierarchy


Column heading

Value definition

Hierarchy Name Name of the new hierarchy to be added to the universe.

Object Name The name of the object on which the new hierarchy is built

Type Character

Description Descriptive term for the new hierarchy

Once the requirements are identified and the new objects are documented, you can proceed to customize the universe. See the following section for more information.

Report creation Once the universe customizations are completed and the universe is validated and finalized, the report creation process begins, which will involve capturing requirements from the business and creating the reports. Creation or customization of reports is not in the context of this document. Procedures for creating new reports are included in the BMC Analytics for BSM product documentation.


ITSM universe customization

This document contains step-by-step procedures for customizing the universe. The following procedures are included:

Creating a new universe

Linking the new universe to the ITSM universe

Updating the linked universe to include either a new field added to an existing ITSM application form or an existing field that was not previously included in the universe.

Updating the linked universe to include a new form added to a BMC Remedy IT Service Management application.

Enabling time-based trending on a new field added to the linked universe.

Adding a new condition to an object in the linked universe

New hierarchy added to the linked universe

Upgrading a customized universe

Each procedure is included in the section “Universe customization procedures”. Unless otherwise specified, procedures are performed in the SAP BusinessObjects Designer. The steps in this document assume that no customizations have been made to the installed ITSM universe. The steps also assume that you are familiar with the SAP BusinessObjects Designer interface.

BMC Software recommends that you create a new universe, link it to the ITSM universe, then customize the new universe rather than customizing the ITSM universe that is installed with the BMC Analytics for BSM product. Therefore, when a new version of the ITSM universe is available, you replace the installed ITSM universe and run a verification procedure to ensure that there are no issues between the new ITSM universe and the linked universe.

The following sections present an overview of the universe linking feature and some considerations for using this feature.

Universe linking

SAP BusinessObjects provides a way to integrate data managed by different universes while still keeping the universes separate. The linking of universes universes is achieved using multiple options, but this document focuses on the option that BMC Software has identified to be the best practice. The following illustration demonstrates a linked universe.


The process for creating a linked universe is specified below. The customization procedures in this document integrate many the steps in the list below.

1. Create a new, empty universe.

2. Create a logical link from the new universe to the original (master) universe.

3. Update the new, linked universe so that it contains custom forms (or views) and classes (or objects) and conditions.

4. Validate the linked universe.

5. Create new reports using the objects created in the linked universe and in the

master universe. (Not included in this document.)

6. When a new version of the master universe becomes available, replace the master universe with the new version. Validate the reports that were created from the linked universe.

Universe linking considerations and limitations Before you can use the universe linking feature, ensure that your environment meets the following requirements:

Installed (“master”) universe

New “master” universe

New linked universe

1

2

4

5

6

3


The master universe and the linked universe must use the same user name, password, and database server name (Microsoft SQL Server ) or SID (Oracle) and database connection.

The master universe and the linked universe must be stored in the same repository.

The master universe must be exported and re-imported at least once. The linked universe does not have to be exported before creating a link.

All classes and objects in the master universe and the linked universe must be unique. Conflicts will occur if they are not unique.

The two universes must allow joins to be created between the tables. For example, Master_Table1 in the master universe should be able to be joined to Linked_Table1 in the linked universe. If not, Cartesian products can result when a query is run using objects from both universes.

Using the procedures in this document, only the table schema, classes, and objects of the master universe are available in the new linked universe. Contexts must be re-detected in the new linked universe.

The link between the linked universe and the master universe can be removed only if the new universe does not contain objects based on components in the master universe or joins to the master universe components.

If you update the location of the master universe, you must relink the universe (using Edit > Link) to specify the new location.

Not all universe components are linked, as indicated in the following table.

Universe Component Linked Not Linked

Universe parameters √ Classes and Objects √ Customized list of values (LOV) √ Joins √ Contexts √ Aggregate Navigation √ Custom Hierarchies √

Universe customization procedures BMC Software recommends the following best practices as you perform the procedures in this document:

When adding new objects, tables, conditions in the linked universe, prefix the names with an identifier. The identifier used in the procedures is the acronym of a fictional company: UNXG.


When adding new tables to the linked universe, create an alias with an identifier for each of the custom structures. The identifier used in the procedures is the acronym of a fictional company: UNXG.

Add the classes and objects into the appropriate location in the linked universe. This may mean that new classes and objects are interspersed throughout the existing objects and classes.

Refresh the linked universe structure periodically by selecting the universe and using View > Refresh Structure to ensure that the universe recognizes new columns, new tables, and other database updates.

Refresh tables periodically by selecting the table and selecting View > Refresh

Structure so that the table recognizes the changes. A confirmation dialog notifies you when the table structure is successfully refreshed.


Creating a new universe

Use the following steps to create a new universe by copying and renaming the installed ITSM universe. The new universe will serve as the linked universe in the subsequent steps.

1. Import the ITSM universe. 2. Delete all the tables, views, derived tables, joins, contexts, classes, objects,

and conditions. Do not delete the database connection. 3. Test the database connection, and verify that the database server is

responding. 4. Rename the universe to ITSM-UnxGlobal.

5. Save the ITSM-UNXGlobal universe. Do not select the option Save for all users. Since the universe is a secured connection, this option is not valid.


Linking the new universe to the ITSM universe

Use the steps below to create a link between the new ITSM-UnxGlobal universe and the ITSM universe.

1. Import the ITSM-UnxGlobal universe.

2. Select Edit > Links.

3. In the Links tab of the Universe Parameters dialog, click Add Link.


4. In the Universe to Link dialog, select ITSM.unv and click Open. This adds a link to the master ITSM universe and adds the ITSM universe structure into the ITSM-UnxGlobal Universe as shown below. Note: The master ITSM universe cannot be modified from within the linked ITSM-UnxGlobal universe as it is just a logical representation.

5. Export the ITSM-UnxGlobal universe.


Updating the linked universe to include a new field Use the procedure in this section to update the linked universe to include either a new field added to an existing BMC Remedy IT Service Management application form or an existing field that was not previously included in the universe. This procedure addresses a scenario where a new field has been added to an existing form in the BMC Remedy Service Desk application. The following figure shows a new Incident_Type field which has been added to the existing HPD:Help Desk form. The field contains a drop-down list that can be used for selecting values. The values in the drop-down list are referred to as enumerated values.

When the new field is added, the database table HPD_Help_Desk is altered with a new column named Incident_Type.

Use the steps in the procedure below to add the new Incident_Type field to the universe so that it can be reported on. Since the Incident_Type field has enumerated values, we must also add a derived table to the universe to retrieve the values. 1. Import the ITSM-UnxGlobal Universe.

2. Add a new derived table to the universe named UNXG_HPD_IncidentType.


3. Define a join between UNXG_HPD_IncidentType and

HPD_HELP_DESK.IncidentType, as shown in the following dialog.

4. Add the UNXG Incident Type at the appropriate location in the object list, as shown

in the following dialog.


5. Create new conditions for the new object in the appropriate location, as shown in the

following illustration.

Note: All the tables, classes, objects, and conditions from the linked ITSM universe appear in gray, and they are disabled. The new tables, classes, objects, and conditions appear in black, and they can be edited.

Updating the linked universe to include a new form Use the procedures in this section to update the linked universe to include either a new form added to an underlying BMC Remedy IT Service Management application or an existing form that was not previously included in the universe.


The first procedure in this section details how to update the universe to include the additional form added to the HPD_Help_Desk table, and the second procedure details how to include the auditing details in the universe for the HPD_Help_Desk form. To add a new form to the linked universe This procedure addresses a scenario where a new TaskGroup tab with fields Task Group Name and Primary Contact have been added to the Incident Request Information page.

Since the new form was added into HPD:Help Desk, HPD_Help_Desk table will be altered with new database columns for Task Group Name and Primary contact as shown below.

1. Import the ITSM-UnxGlobal Universe.

2. Add the new Task Group Name text field as an object in the appropriate location.

3. Add a new derived table for the new Primary contact field so that the enumerated values can be retrieved.


4. Create a new join between the HPD_Primarycontact form and the HPD_HELP_DESK form as shown in the diagram below:

5. Add a new UNXG Incident Task Group sub class under the Incident class and include the new UNXG Primary Contact and UNXG Task Group objects in this sub class.

6. Save the universe.


To include the auditing details in the universe for the HPD_Help_Desk form A log-style audit records data from the main form into a log form. The log form is a regular form that serves as the destination for data audited in the main form. If the log form does not exist, it is created by the BMC Remedy AR System server. The log form resides on the same server as the main form. When you configure a main form for a log-style audit, you specify a name for the log form. When a main form is audited, BMC Remedy AR System copies values from the main form to a text field in the log form. The following dialog illustrates how the auditing feature is enabled for the Incident form. When the auditing feature is enabled, a log form name is generated. The log form name will be used in the procedure to update the universe, so you should make note of this name.

The following procedure provides instructions for modifying the universe to include the details on the auditing for the HPD_Help_Desk form.


To modify the linked universe to include the form auditing details


2. Launch the table browser by selecting Insert > Tables, and locate the audit form table HPD_HelpDesk_AuditLogSystem in the list. Select the table and click Insert to add it to the logical model of the universe.


3. Create a derived table named UNXG_HelpDesk_AuditLogReport that contains the SQL expression provided below the following dialog.

Select distinct 'Status' as FieldChanged, substring(log1,8,charindex(char(10),log1,1)-7) as logchanged ,request_id, submitter, create_date, assigned_to, modified_date, original_request_id, audit_date, user_x, status from (select substring(log,charindex('Status:',log,1), len(convert(varchar(3000),log)))log1 ,request_id, submitter, create_date, assigned_to, modified_date, original_request_id, audit_date, user_x, status from hpd_helpdesk_auditlogsystem where log like '%Status%') a union


select distinct 'Resolution' as FieldChanged, substring(log1,12,charindex(char(10),log1,1)-11) as logchanged ,request_id, submitter, create_date, assigned_to, modified_date, original_request_id, audit_date, user_x, status from (select substring(log,charindex('Resolution:',log,1), len(convert(varchar(3000),log)))log1 ,request_id, submitter, create_date, assigned_to, modified_date, original_request_id, audit_date, user_x, status from hpd_helpdesk_auditlogsystem where log like '%Resolution%') a union select distinct 'Priority' as FieldChanged, substring(log1,10,charindex(char(10),log1,1)-9) as logchanged ,request_id, submitter, create_date, assigned_to, modified_date, original_request_id, audit_date, user_x, status from (select substring(log,charindex('Priority:',log,1), len(convert(varchar(3000),log)))log1 ,request_id, submitter, create_date, assigned_to, modified_date, original_request_id, audit_date, user_x, status from hpd_helpdesk_auditlogsystem where log like '%Priority%') a union select distinct 'Assignee' as FieldChanged, substring(log1,10,charindex(char(10),log1,1)-9) as logchanged , request_id, submitter, create_date, assigned_to, modified_date, original_request_id, audit_date, user_x, status from (select substring(log, charindex('Assignee:',log,1), len(convert(varchar(3000),log)))log1 ,request_id, submitter, create_date, assigned_to, modified_date, original_request_id, audit_date, user_x, status from hpd_helpdesk_auditlogsystem where log like '%Assignee%') a

4. Create a join between the Original Request Id from the

UNXG_HelpDesk_AuditLogReport and the Incident number in HPD_HELP_DESK, as shown below.


5. Create a new subclass called UNXG Incident Auditlogsystem under the Incident Management class.

6. Create all of the objects and conditions related to the UNXG_HelpDesk_AuditLogReport table and include them in the new UNXG Incident Auditlogsystem subclass.

7. Save and export the universe.


Enabling time-based trending on a new field added to the linked universe The procedure in this section addresses a scenario where a new date field has been added to the BMC Remedy Incident Management application, and so it must be added to the linked universe as well. So that time-based trending can be reported on this field, you must also add an alias to it. Customer has a requirement to add a new alias to an existing table in the universe for the purpose of reporting. In the following dialog, the new date field Cancelled Date has been added to the BMC Remedy Incident Management application.


2. In the logical model (right pane), select the ANA_FISCAL_CALENDAR table and click Insert > Alias.


3. In the Alias dialog, enter a table name of UNXG_INCIDENT_CANCELLED_DATA_DIMENSIONS.

4. Create a complex join between the Request_ID field of the alias UNXG_INCIDENT_CANCELLED_DATA_DIMENSIONS table to the Entry_ID field of the HPD_HELP_DESK table, and the join expression provided below the following dialog.

isnull((HPD_HELP_DESK.Cancelled_Date + datediff(ss,getutcdate(), getdate())) - (HPD_HELP_DESK.Cancelled_Date + datediff(ss,getutcdate(),getdate()))%86400,99)=UNXG_INCIDENT_CANCELLED_DATE_DIMENSIONS.Date_Value


5. Create a subclass under the Incident LifeCycle Dates class and name it UNXG Incident Cancelled Date Dimensions.

6. Create all the date-related objects that are related to the UNXG_INCIDENT_CANCELLED_DATA_DIMENSIONS table and include them in the UNXG Incident Cancelled Date Dimensions subclass.

7. Export the universe.

Creating a new condition on an existing object in the linked universe The procedure in this section provides instructions for creating a new condition on an existing object in the linked universe. The procedure addresses a scenario where you are adding the conditions of Open and In Progress Incidents on the Status object in the Incident class. 1. Import the ITSM-UnxGlobal universe.

2. Click the Condition radio button at the bottom of the user model, as show below.

3. Select the Incident class, right-click, and select Condition from the context menu.


4. In the Edit Properties dialog, create a new condition named UNXG Open and InProgress Incidents.

5. Click the button >> next to the Where box and define the condition as shown below. In this scenario, we are creating a condition on the existing Status (of Incident).

6. Click Parse, and ensure that parsing is successful.


7. The new condition is added to the universe with the following definition.

Creating a new hierarchy using the objects from the ITSM universe and the linked universe Use the procedure in this section to create a new hierarchy that includes objects from the master universe and the linked universe. The procedure address a scenario where a new UNXG Incident Impacted Areas hierarchy is created that includes objects from the ITSM universe and the ITSM-UnxGlobal universe. 1. Import the ITSM-UnxGlobal universe.

2. Select Tools > Hierarchies.

3. In the Hierarchy Editor, create a new hierarchy that can be used to include the objects from the master universe. Click New, and name the hierarchy UNXG Incident Impacted Areas. The new hierarchy appears at the bottom of the Custom Hierarchies list.


4. In the Default Hierarchies list, navigate to the Incident Impacted Areas class, select the objects, and click Add to move them to the new UNXG Incident Impacted Areas hierarchy. Use the Move Up or Move Down buttons to move the objects in the custom hierarchy.

5. Create a new hierarchy from the default hierarchy of the liked universe and master

universe by clicking New and naming the hierarchy UNXG Incident Task. Select objects from the default hierarchy of Master Universe (Incident Management Task) from left hand side and click Add>>.


You can use the Move Up or Move Down button to move the objects up or down in the custom hierarchy.

Upgrading the ITSM universe When new versions and patches are available, there should be a clear and seamless process to upgrade the universe that is in your environment. Using the linked universe feature allows customers to upgrade their universe and reports seamlessly.

This section describes the steps that need to be performed when a new version of the ITSM universe becomes available. The process involves three parts: backing up the universe, overwriting the universe, then validating the universe.

Backing up the linked universe and reports The procedure in this section presents the high-level steps for creating a backup of the ITSM-UnxGlobal universe and reports using the Import Wizard. Detailed instructions for this task are provided in the BMC Analytics for BSM installation guide. 1. Launch the SAP BusinessObjects Import Wizard.

2. Using the panels in the Import Wizard, perform the following steps.

a. Select the ITSM-UnxGlobal universe.

b. Select the language.

c. Select the source environment.

d. Select the target BIAR location and file name.

e. Select the repository objects to back up / import.

f. Select the application folders and objects.


g. Specify the import options for universes and connections.

3. At the conclusion of the backup (import), a Detail Log dialog is displayed to report the status. If you see the message “Export successful”, the backup was completed successfully. Click OK to close the dialog.

Overwriting the master ITSM universe The procedure in this section includes high-level steps for overwriting the master ITSM universe. See the BMC Analytics for BSM installation guide for more detailed instructions. 1. Download the version of the BMC Analytics for BSM product to the

computer where the upgrade will be performed.

2. Uninstall the BMC Analytics for BSM product.

3. Install the new version of the BMC Analytics for BSM product. Installing the new version overwrites the existing ITSM universe.

4. Using the SAP BusinessObjects Designer, import and export the ITSM-UnxGlobal.


Validating the upgrade of the ITSM universe

1. Validate the order of the objects in the linked universe and reorder the objects within the class if necessary.

When moving existing objects, do not change the class to which they belong as this will invalidate the reports that are using these objects.

2. If there are conflicts in the names of classes, objects, conditions, or tables, update the names as appropriate so that the universe is in a valid state. For example, you may have to rename objects that have been named as object_name(1).

3. Refresh all of the preconfigured and custom reports which use objects from the master and linked universe to make sure they are all valid and returning the right results.

122422 122422

Documents

Analytics universe customization white paper · The universe and the reports can both be customized. The universe is a semantic layer for accessing the data that is displayed in the