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Standard features across MyService360

Summary: MyService360 simplifies complex support and services datasets into actionable intelligence. It uses standardized features to provide an intuitive and streamlined user experience. Depending on your business objective, you can customize the information that is associated with HEALTH & RISK, INSTALL BASE, and INCIDENT ...

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Instructions

MANAGEMENT.

Heads-up display

The heads-up display elevates the relevant service metrics for HEALTH & RISK, INSTALL BASE and INCIDENT MANAGEMENT and effectively summarizes the key performance indicators (KPIs) that should be monitored for each data category. It uses interactive dials whose default view highlights the right priorities for action. You can hover over sections of a dial to view the breakdown of associated information. Click the center of the dial to auto-populate data in the default table view below the heads-up display.

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Figure 1 Heads-up display for HEALTH & RISK

HOW17491_en_US__1image(19355)

Figure 2 Heads-up display for INSTALL BASE

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Figure 3 Heads-up display for INCIDENT MANAGEMENT

The following table describes the information that is displayed in the heads-up display:

Tab Description

HEALTH & RISK

  • Number of Field Change Orders (FCOs) by status.
  • Number of Trackable Service Events (TSEs) by status.
  • Number of un-remediated security advisories by impact type.
  • Number of un-remediated technical advisories by impact type.

INSTALL BASE

  • Number of products by type: hardware and software.
  • Percentage of products eligible for connectivity status.
  • Percentage of products by code levels of the software or firmware version that is installed on them for evaluation of the installed code, compared to target/recommended.
  • Number of products by service contract expiration status.

INCIDENT MANAGEMENT

  • Total number of open service requests and total number of open service requests and the count by severity.
  • Number of scheduled on-site services and unscheduled services.
  • Number of escalations by status.
  • Number of parts replaced by commodity type.

Table 1 Heads-up display information

Standard menu

MyService360 enables you to customize the information displayed within a tab. You can choose the format in which you want to view the information. You can also add or remove data filters and download the information that is displayed. By default, information for the commonly used attributes is displayed. The options to customize the view, modify filters, and download the information are displayed above the table.

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Figure 4 Standard menu

Views

MyService360 enables you to view the information available for HEALTH & RISK, INSTALL BASE, and INCIDENT MANAGEMENT in the following formats. Within a tab, you can easily toggle between the three formats for different views of the same information.

  • Table―This is the default view when you first select a tab and displays information for the commonly used attributes in a tabular format. 
    HOW17491_en_US__5icon Note: You must select View All to get all the available attributes for a selected data set.

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Figure 5 Table view

Click HOW17491_en_US__7image(19362) within a table to expand a row and access a summary view of key information and attributes tailored by HEALTH & RISK, INSTALL BASE, or INCIDENT MANAGEMENT.  

HOW17491_en_US__5icon Note: This one-click access feature is not currently available from the table generated when you click View All.

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Figure 6 Expand row in Table view

Click View All to view information for all the attributes in a tabular format.

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Figure 7 View All in Table view

  • Map―Displays a map indicating the sites where the products are installed and the associated service information. The blue circle on the map varies in size to reflect the number of associated events for each site. Click on any circle to view more detail.

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Figure 8 Map view 

  • Visualizations―Displays the information in a graphical format. Many of the visual analytics are interactive and you can isolate and view details by clicking on the image.

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Figure 9 Visualizations view

Filters

Predefined filters are applied for HEALTH & RISK, INSTALL BASE, and INCIDENT MANAGEMENT. Depending on your objective, you can add or remove the applied filters to customize the information displayed. In the Table view, click View All to view additional options based on all available options. See the example below for INSTALL BASE.

.

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Figure 10 Filter interactions

The following table displays the default filters applied for HEALTH & RISK:

Tab Default Filters

Field Change Orders

  • SR Create Date 
    HOW17491_en_US__5icon Note: By default, the date range is set to the last 18 months. 
  • Install Base Status
    • Awaiting Customer Install
    • Install
    • Install – T&M
    • Shipped
    • None
  • SR Status
    • Open

Trackable Service Events

Dell Security Advisories

  • Advisories Date 
    HOW17491_en_US__5icon Note: By default, the date range is set to the last two years. You can also view information for a custom date range within the last three years. 
  • Install Base Status
    • Awaiting Customer Install
    • Install
    • Install – T&M
    • None
  • Remediation Status
    • New
    • Reviewed
    • Work in Progress

Dell Technical Advisories

Table 2 Default filters for HEALTH & RISK

 

The following table displays the default filters applied for INSTALL BASE:

Tab Default Filters

Assets

  • Install Base Status
    • Awaiting Customer Install
    • Install
    • Install – T&M
    • None

Connectivity

Code Levels

  • Install Base Status
    • Awaiting Customer Install
    • Install
    • Install – T&M
    • Shipped
    • None

Contracts

  • Contract End: Date
  • Install Base Status
    • Awaiting Customer Install
    • Install
    • Install – T&M
    • None

Table 3 Default filters for INSTALL BASE

The following table displays the default filters applied for INCIDENT MANAGEMENT:

Tab Default Filters

Total SRs

  • SR Create Date-By default, the date range is set to 18 months.
  • Install Base Status
    • Install
    • Install – T&M
    • Shipped
    • None
  • SR Status
    • Open

On-Site Services

  • Scheduled Date – By default, the current date is selected. You can also view information for a custom date range.
  • Install Base Status
    • Install
    • Install – T&M
    • None
  • SR Status
    • Open

Escalations

  • SR Escalation Date
  • Install Base Status
    • Shipped
    • None
  • SR Status
    • Open
  • Escalations
    • Open

Parts Replaced

  • Task Date
  • Install Base Status
    • Install
    • Install – T&M
    • None
  • SR Status
    • Open

Table 4 Default filters for INCIDENT MANAGEMENT

Download

You can download the information that is displayed in the Table and Map views to a CSV and PDF file respectively. In the Table view, click Download to save the default attributes information. Click View All and then click Download to save information for all the associated attributes.

Article Properties
Article Number: 000104416
Article Type: How To
Last Modified: 03 Nov 2023
Version:  7
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