Tivoli Decision Support 2.1 User's Guide - IBM

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Tivoli Decision Support 2.1 User’s Guide (October, 1999)Copyright 1999 by Tivoli Systems, an IBM Company, including this documentation and all software. All rightsreserved. May only be used pursuant to a Tivoli Systems Software License Agreement or Addendum for TivoliProducts to IBM Customer or License Agreement. No part of this publication may be reproduced, transmitted,transcribed, stored in a retrieval system, or translated into any computer language, in any form or by any means,electronic, mechanical, magnetic, optical, chemical, manual, or otherwise, without prior written permission of TivoliSystems. The document is not intended for production and is furnished “as is” without warranty of any kind. Allwarranties on this document are hereby disclaimed including the warranties of merchantability and fitness for aparticular purpose.Note to U.S. Government Users—Documentation related to restricted rights—Use, duplication or disclosure is subjectto restrictions set forth in GSA ADP Schedule Contract with IBM Corporation.TrademarksThe following product names are trademarks of Tivoli Systems or IBM Corporation: IBM, Tivoli Service Desk,Tivoli Asset Management, Tivoli Change Management, Tivoli Problem Management, Tivoli Service Desk 5.0.1Application Software Expert, Tivoli Service Desk 5.0.1 Web End-User Interface, Tivoli Service Desk 5.0.1 and TivoliPlus Module.Microsoft, Windows, Windows NT, and the Windows logo are trademarks or registered trademarks of MicrosoftCorporation.UNIX is a registered trademark in the United States and other countries licensed exclusively through X/Open CompanyLimited.Other company, product, and service names mentioned in this document may be trademarks or servicemarks of others.NoticeReferences in this publication to Tivoli Systems or IBM products, programs, or services do not imply that they will beavailable in all countries in which Tivoli Systems or IBM operates. Any reference to these products, programs, orservices is not intended to imply that only Tivoli Systems or IBM products, programs, or services can be used. Subjectto Tivoli Systems’ or IBM’s valid intellectual property or other legally protectable right, any functionally equivalentproduct, program, or service can be used instead of the referenced product, program, or service. The evaluation andverification of operation in conjunction with other products, except those expressly designated by Tivoli Systems orIBM, are the responsibility of the user.Tivoli Systems or IBM may have patents or pending patent applications covering subject matter in this document. Thefurnishing of this document does not give you any license to these patents. You can send license inquiries, in writing,to the IBM Director of Licensing, IBM Corporation, 500 Columbus Avenue, Thornwood, New York 10594.

7DEOH RI &RQWHQWV ERXW 7KLV *XLGH [L3XUSRVH RI 7KLV *XLGH [LLWhat this guide contains . xiiA note about terminology . xiiWhat you will be able to do . xii XGLHQFH &RQVLGHUDWLRQV [LLLWho should read this guide . xiiiTypes of users . xiiiWhat you should know before beginning . xiv&RQWHQWV 2YHUYLHZ [YWhat is in this guide . xvHow to use this guide . xviInformation on third-party products . xviConventions used in this guide . xviiIcons in this guide . xviiiWhat you type . xviii&RQWDFWLQJ 7LYROL &XVWRPHU 6XSSRUW [L[How to contact Tivoli Customer Support . xixComments and suggestions . xix7KH 'RFXPHQWDWLRQ 6HW [[Other books in this set . xxOnline books . xxiUpdates to the Tivoli Decision Support documentation . xxi8VHU·V *XLGHiii

Online help . xxiiThe readme file . xxiiDiscovery guide Release Notes . xxiii&KDSWHU 7LYROL 'HFLVLRQ 6XSSRUW (VVHQWLDOV :KDW ,V 7LYROL 'HFLVLRQ 6XSSRUW Overview . 2What Tivoli Decision Support does . 3The value of using Tivoli Decision Support . 4 1RWH DERXW ,QVWDOODWLRQ Overview . 6Deciding how to use Tivoli Decision Support . 6PowerPlay . 6Crystal Reports . 76WDUWLQJ DQG 4XLWWLQJ WKH 'LVFRYHU\ ,QWHUIDFH Overview . 7Starting the Discovery Interface for the first time . 8Starting the Discovery Interface after setting the sharedsource path . 10Quitting the Discovery Interface . 11([DPLQLQJ WKH 'LVFRYHU\ ,QWHUIDFH Overview . 11The topic map pane . 12The view pane . 15The hint pane . 17The status bar . 20iv7LYROL 'HFLVLRQ 6XSSRUW

FFHVVLQJ 2QOLQH HOS Overview . 20Online help . 20Context help . 21What’s This? help . 22The online readme file . 23&KDSWHU 3HUIRUPLQJ RXU )LUVW QDO\VLV ,QWURGXFWLRQ What you learn in this chapter . 266HOHFWLQJ 5ROHV Overview of roles . 26Selecting a role . 26Selecting a new role . 286HOHFWLQJ 'LVFRYHU\ *XLGHV Overview of Tivoli Decision Support discovery guides . 28Selecting a discovery guide . 28Selecting a different discovery guide . 298VLQJ WKH 7RSLF 0DS Overview . 30Understanding the topic map . 30Navigating the topic map . 302SHQLQJ 'HWDLOHG 9LHZV Overview of Crystal Reports . 32Opening a detailed view . 32Viewing SQL queries . 378VHU·V *XLGHv

2SHQLQJ 0XOWLGLPHQVLRQDO 9LHZV Overview of PowerPlay . 39Opening a multidimensional view . 39Activating PowerPlay’s analytical tools . 40Displaying PowerBars and Status Line . 448SGDWLQJ 9LHZV Overview . 46Updating multidimensional views . 47Updating detailed views . 47&ORVLQJ 9LHZV Overview . 48Closing one or more open views . 48&KDSWHU :RUNLQJ ZLWK 9LHZV &RQWUROOLQJ RRP DQG 9LHZLQJ 2SWLRQV Overview . 50Enlarging the view pane . 50Using the zoom tools with detailed views . 53Viewing multiple-page detailed views . 55)LQGLQJ 5HODWHG 9LHZV Overview . 57Using the related views tab . 575HWXUQLQJ WR D 3UHYLRXV 9LHZ Overview . 59Using the History tab . 59Clearing the History tab . 60vi7LYROL 'HFLVLRQ 6XSSRUW

1DYLJDWLQJ 2SHQ 9LHZV Overview . 61Using the Navigation Tools . 61Using the Window menu . 62Minimizing a view . 66Arranging icons . 67Selecting a view from the Window menu . 678VLQJ %RRNPDUNV Overview . 68Adding a view to the Bookmarks tab . 68Deleting a view from the Bookmarks tab . 696HDUFKLQJ IRU 6SHFLILF 9LHZV Overview . 70Using the Search dialog box . 706DYLQJ 9LHZV Overview . 73Saving detailed views . 73Saving multidimensional views . 74&KDSWHU 3XEOLVKLQJ 'LVFRYHU\ ,QWHUIDFH ,QIRUPDWLRQ 3XEOLVKLQJ 9LHZV DQG ,QIRUPDWLRQ Overview . 783ULQWLQJ 9LHZV Overview . 78Printing multidimensional views . 788VHU·V *XLGHvii

Printing detailed views . 81&RS\LQJ DQG 3DVWLQJ ,QIRUPDWLRQ Introduction . 826DYLQJ 9LHZV LQ 70/ Introduction . 84Saving multidimensional views in HTML . 84Saving detailed views in HTML . 86&KDSWHU 6HWWLQJ 'LVFRYHU\ ,QWHUIDFH 2SWLRQV 2YHUYLHZ Introduction . 906HWWLQJ 'LVFRYHU\ ,QWHUIDFH 2SWLRQV Overview . 90Setting the shared source file path . 91Launching the Add View Wizard . 93Automatically launch PowerPlay . 93Changing logon and data source options . 94Changing which roles are associated with a view . 96Changing a view’s search keywords . 98Changing a PowerPlay view’s ranking . 100Moving a view . 101Renaming a view . 102Deleting a view . 1025HVWRULQJ 'HIDXOW 3URSHUWLHV Overview . 104Restoring default category properties . 104viii7LYROL 'HFLVLRQ 6XSSRUW

Restoring default topic properties . 104Restoring default view properties . 105&RQILJXULQJ 3URILOHV Overview . 105Configuring profiles . 106Opening views with a profile . 110Renaming profiles . 111Duplicating a profile . 111Deleting profiles . 112&KDSWHU 4XLFN 7RXU 'LVFRYHU\ 6FHQDULR ,QWURGXFWLRQ 7KH 6FHQDULR 7KH 'LVFRYHU\ 3URFHVV Your discovery strategy . 115Establishing the scope of the discovery process . 116Looking at interaction mix . 118Checking severity levels . 122Ranking data . 124Looking at call blending . 127Filtering data . 130Displaying correlations . 132Adding a view to the topic map . 133Using profiles . 135Publishing a view . 1378VHU·V *XLGHix

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ERXW 7KLV *XLGH&KDSWHU 7RSLFVPurpose of This Guide on page xiiAudience Considerations on page xiiiContents Overview on page xvHow to use this guide on page xviThe Documentation Set on page xx8VHU·V *XLGHxi

3XUSRVH RI 7KLV *XLGH:KDW WKLV JXLGH FRQWDLQVThe Tivoli Decision Support 2.1 User’s Guide describes the features andconcepts behind the Tivoli Decision Support 2.1 product. Step-by-stepprocedures for using the Tivoli Decision Support Discovery Interface are alsoprovided. QRWH DERXW WHUPLQRORJ\Hereafter, the Tivoli Decision Support Discover Administrator is called theDiscovery Administrator, the Tivoli Decision Support Discovery Interface iscalled the Discovery Interface, and a Tivoli Decision Support discovery guideis called a discovery guide or a guide.Cubes, also called multidimensional cubes, are the data containers used byTivoli Decision Support to generate multidimensional views of your data.(Tivoli Decision Support also uses the Crystal Reports runtime to view yourdata.):KDW \RX ZLOO EH DEOH WR GRBy reading this guide, you will be able to: Gain insight into your enterprise operations, by viewing key businessindicators and detailed information Configure the Discovery Interface to display information in the manneryou prefer Establish the scope of the views to which you have immediate access Perform keyword-based searches for data Quickly recall and browse frequently used views Publish your reports for use on your web sitexii7LYROL 'HFLVLRQ 6XSSRUW

XGLHQFH &RQVLGHUDWLRQV XGLHQFH &RQVLGHUDWLRQV:KR VKRXOG UHDG WKLV JXLGH This guide is intended for anyone in your organization who may need tocapture and view data about your enterprise operations. Depending on yourorganization’s structure, Tivoli Decision Support’s users include: Upper- or middle-level managers Analysts and supervisors Product managers Quality assurance managers System administrators Knowledge engineers Chief executive and chief information officers7\SHV RI XVHUVTivoli has identified three distinct groups of users for Tivoli DecisionSupport. These three groups include Explorers, Tourists, and One-MinuteManagers. Each group defines a set of needs unique to the group: Explorers use existing Tivoli Decision Support metrics and reports as astepping stone to discover additional trends and views. After they noticea trend in the data, they investigate why the trends occur. Mostorganizations have a limited number of employees devoted to the task ofexploring, but they are typically required to continually research theeffectiveness of their organization. The information they gather is thenfunneled to other employees in the organization. Tourists want to explore, but they do not want to go into areas that aredead ends or areas that do not quickly meet their needs. Touriststypically want as much freedom as possible to follow their touringneeds, as long as each step meets their needs. They spend time lookingfor data, but they want a high success rate in finding what they want8VHU·V *XLGHxiii

when they want it. There are typically more tourists in an organizationthan there are explorers. One-Minute Managers do not want to spend their time exploring. Theyhave a set of views they want to continually review that allows them toknow what they want to know. One-Minute Managers need a fixed set ofviews they can reference for their specific needs. For example, analystsmay want to look at only their open calls. This view can be set in theDiscovery Interface so it is readily accessible to the One-MinuteManager.Tivoli Decision Support satisfies the needs of different types of users. TivoliDecision Support lends itself well to explorers who are continually viewingthe enterprise’s data sources to discover trends and views. Tourists alsobenefit from Tivoli Decision Support, which enables them to expand or limitthe number of prepackaged views. Finally, One-Minute Managers appreciatethe user-friendly Discovery Interface, which assists them in locating the viewor sets of views they want to reference. Also, Tivoli Decision Support’sHTML publishing feature enables users to receive updated views and reports,but is particularly helpful to the One-Minute Manager.:KDW \RX VKRXOG NQRZ EHIRUH EHJLQQLQJBefore you begin learning about Tivoli Decision Support (and in particularthe Discovery Interface) and its use, you should be familiar with thefollowing: Your enterprise operation and policies The products or services your organization supports The basic procedures for using other Tivoli Systems products and TivoliDecision Support discovery guides that are installed at your site Your desktop operating systemThis guide assumes the following: The Tivoli Decision Support 2.1 and the PowerPlay applications areinstalled on your system. The appropriate database client has been installed and configured asdescribed in the documentation provided with your database client.xiv7LYROL 'HFLVLRQ 6XSSRUW

&RQWHQWV 2YHUYLHZ The appropriate 32-bit ODBC connection(s) to your enterprise databaseshave been installed and configured.7LS For additional information about how to install Tivoli DecisionSupport 2.1, see the Tivoli Decision Support 2.1 Installation Guide.For additional information about how to install Tivoli Decision Supportdiscovery guides, see the Release Notes that are provided with eachdiscovery guide. How to set up the ODBC connections is discussed inthe Tivoli Decision Support 2.1 Installation Guide, and the ReleaseNotes that are provided with each discovery guide.&RQWHQWV 2YHUYLHZ:KDW LV LQ WKLV JXLGHThis guide contains the following chapters: Chapter 1, Tivoli Decision Support Essentials on page 1, explains theconcepts behind Tivoli Decision Support and describes the benefits ofusing the program to support your decision-making and managementprocesses. This chapter also explains how to start and quit the program,and introduces the Discovery Interface. Chapter 2, Performing Your First Analysis on page 25, helps you quicklybegin using the Discovery Interface. You learn how to handle basic setuptasks, navigate topics and views, and open detailed andmultidimensional views of information, which Tivoli Decision Supportgenerates from your enterprise databases. Chapter 3, Working with Views on page 49, explains how to control theappearance of data, use shortcuts to quickly locate views, bookmarkfrequently used views, and search for views using keywords. You alsolearn how to save views. Chapter 4, Publishing Discovery Interface Information on page 77,explains how to print views, cut and paste content from the DiscoveryInterface to another document, and publish information and completeviews in HTML format for use on an intranet.8VHU·V *XLGHxv

Chapter 5, Setting Discovery Interface Options on page 89, shows youhow to set a number of Discovery Interface options, how to addcategories, change properties of categories, topics, and views, and howto add new views. You also learn how to configure user profiles. Chapter 6, Quick Tour: A Discovery Scenario on page 113, leads youthrough a typical discovery scenario at a support center. By workingthrough this scenario, you learn how to devise and implement a basicdiscovery strategy. The chapter also gives you hands-on practice withthe PowerPlay analytical tools, and provides examples of conclusionsyou might reach based on the results of a sample data search. The Glossary on page 141 defines the terms and concepts that areessential to mastering Tivoli Decision Support and its components. RZ WR XVH WKLV JXLGHAfter Tivoli Decision Support is installed, you can use the documentation setin different ways, depending on how you run the application: Stand-Alone Mode—if you run Tivoli Decision Support in stand-alonemode on your system, you should read the Tivoli Decision Support 2.0Administrator Guide first. You will need to set up the Tivoli DiscoveryAdministrator before you can run the Discovery Interface. After you setup the Administrator, you should return to this guide to learn how to usethe Discovery Interface. Network Mode—if you run Tivoli Decision Support in network mode,you can use this guide in two ways: You can start with Chapter 1, “Tivoli Decision Support Essentials,”and work through each chapter in sequence, completing eachprocedure as you go. You can quickly get started by beginning with Chapter 6, “QuickTour: A Discovery Scenario.” Then you can read the remainingchapters in any order you like.,QIRUPDWLRQ RQ WKLUG SDUW\ SURGXFWVTivoli Systems documents products created at Tivoli Systems. Sometimes,products created by other software manufacturers are shipped with ourproducts.xvi7LYROL 'HFLVLRQ 6XSSRUW

&RQWHQWV 2YHUYLHZBecause Tivoli Systems does not support products created by other softwaremanufacturers, please contact those manufacturers if you need assistancewhile using their software. If you need assistance while using any TivoliSystems product, you can call the Tivoli Systems Customer Support Center,see How to contact Tivoli Customer Support on page xix. For more aboutonline documentation, see Online books on page xxi.&RQYHQWLRQV XVHG LQ WKLV JXLGHDocument conventions are special features designed to help you findinformation easily and quickly. This section describes the conventions that areused in this guide.This guide contains one set of instructions for each task you can performduring the installation of Tivoli Decision Support 2.1. This is because TivoliDecision Support works the same in Windows 95, Windows 98, and WindowsNT. The screen captures for this guide are from the Windows NT operatingsystem.8VHU·V *XLGHxvii

,FRQV LQ WKLV JXLGHThis guide uses icons as visual cues to help you find information. This sectionillustrates the icons and what they are used for.1RWH Always read notes. Notes are important points that you shouldunderstand. They offer important information and explain specialcircumstances.&DXWLRQ Always read cautions. Cautions alert you that data integrity could beat risk when performing a task or step.7LS Tips help you apply the information in the text to your implementation ofTivoli Decision Support. They may include shortcuts or timesaving advice.Tips also provide alternative methods for performing certain tasks.,QVWDOODWLRQ ,QIRUPDWLRQ Identifies sections that contain critical informationabout the Tivoli Decision Support installation configuration.:KDW \RX W\SHWhen you need to type a string exactly as shown in the instructions, thecharacters are shown in bold. For example: In the City box, type Denver.Italic text denotes a variable, which you must replace by providing an actualvalue: Replace MM/DD/YY with the date you want to use.Italic text is also used to indicate new terms.xviii7LYROL 'HFLVLRQ 6XSSRUW

&RQWDFWLQJ 7LYROL &XVWRPHU 6XSSRUW&RQWDFWLQJ 7LYROL &XVWRPHU 6XSSRUW RZ WR FRQWDFW 7LYROL &XVWRPHU 6XSSRUW1RWH: Whenever contacting Tivoli Customer Support, please have yourcustomer identification information available. Access the Tivoli Customer Support home page athttp://www.support.tivoli.com. After you link to and submit thecustomer registration form, you can access many customer supportservices on the World Wide Web. Refer to the Customer SupportHandbook for a listing of Tivoli Customer Support services, hours ofoperation, and contact numbers. This handbook is available online athttp://www.support.tivoli.com. Send an e-mail to support@tivoli.com. In the United States, call Tivoli Customer Support at 1-800-TIVOLI-8. Outside the United States, refer to your Customer Support Handbook fora list of support numbers in your country. This handbook is availableonline at http://www.support.tivoli.com.&RPPHQWV DQG VXJJHVWLRQVWe at Tivoli are very interested in hearing from you about your experiencewith Tivoli products, documentation, and services. We welcome yoursuggestions for improvements. If you have comments or suggestions aboutour documentation, please send e-mail to pubs@tivoli.com.8VHU·V *XLGHxix

7KH 'RFXPHQWDWLRQ 6HW2WKHU ERRNV LQ WKLV VHWIn addition to this guide, the Tivoli Decision Support 2.1 documentation setincludes three other books that may help you: Tivoli Decision Support 2.1 Administrator GuideThis guide explains the features of the Tivoli Discovery Administrator.This describes such topics as how to use the Discovery Administrator,how to connect a data source and how

The Tivoli Decision Support 2.1 User’s Guide describes the features and concepts behind the Tivoli Decision Support 2.1 product. Step-by-step procedures for using the Tivoli Decision Support Discovery Interface are also provided. Hereafter, the Tivoli Decision Support Discover Administrator is called the

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