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1E 8.1 (on-premises)

Requirements

Information that will help you design and plan the implementation in your organization. This includes all the prerequisites and dependencies, which are necessary to install Dashboards.

This page is part of the design phase of implementation.

License

To use Dashboards, you must have a suitable license included as a consumer in your platform license, which you can obtain from your 1E Account Team. You do not need the license to install the app, but you do need the license to see the app in the Tachyon portal and in the Switch app menu.

Hotfix Bundle installer account permissions

To install the Hotfix Bundle that contains Dashboards, you should use the same installation account used for the Tachyon platform.

For more information, please refer to Server installation account.

1E companion products

Dashboards currently provides a single Exec Dashboard page.

Exec Dashboard

The table below lists the tiles and charts provided by Exec Dashboard indicating which 1E products and apps they each depend on. If any of these products or apps are not installed or available, then the dashboard tile will show a zero, or no data, or not be included in a summed number.

Tile, chart or detail

Source

Total Operations

The sum of IT Operations and Employee Requests for the selected month. That is, the number of issues fixed either manually, by automation, ITSM actions, Virtual Agent actions, and Self Service actions.

Tachyon Managed Devices

The number of devices managed by Tachyon. These are the devices where the installed 1E Client has contacted Tachyon.

The number on the dashboard is cached, but the cache is updated in real-time. It increases when new clients come online, and decreases when inactive clients are purged from the Tachyon Master database.

IT Operations

The number of issues fixed, either manually or by automation, and is the sum of the following:

  • Actions are issues identified and resolved manually or scheduled. These are action instructions that have been run through Explorer, or any other app, but exclude actions run by ServiceNow ITSM and Virtual Assistant, and 1E Shopping.

  • Policy Fixes are issues resolved automatically by Guaranteed State policies

Employee Requests

The number of issues fixed by ITSM, Virtual Agent, and Self Service.

These are sum of actions instructions that have been run by ServiceNow and/or Shopping.

  • ITSM actions are action instructions run by the 1E ServiceNow app 1E ITSM Connect

  • Virtual Agent actions are action instructions run by chatbots, for example the 1E ServiceNow app 1E Virtual Assistant

  • Self Service actions are self-service requests made by end-users of:

    • 1E Shopping, where a requested item causes an action instruction to be run on the end-user's device

    • 1E Service Catalog Connect, where a service request is submitted that causes an action instruction to be run.

    The current version of Exec Dashboard does not differentiate between actions run by the three ServiceNow apps (ITSM Connect, Virtual Agent and Service Catalog Connect) because they all use the same ServiceNow consumer. For more information about ingrating these self-service products with Tachyon, please refer to: Shopping 6.1 - Enabling Tachyon integration and 1E Service Catalog Connect 2.0.

DEX Scores

The DEX score in Exec Dashboard is a combination of these Stability, Performance, Responsiveness, and Sentiment scores, obtained from 1E Experience.

The Score Trend chart shows data for selected score over the selected month.

The above scores are a weighted combination of Experience metrics. The What's Changed popup shows the top and bottom 5 metrics that most significantly affected the selected month's DEX score.

Perceptions of IT

A sentiment survey that is optionally deployed using the sentiment feature of 1E Experience.

Operations

The stacked bar chart shows the following detail for the selected month.

  • Actions are issues identified and resolved manually or scheduled. These are action instructions that have been run through Explorer, or any other app, but exclude actions run by ServiceNow ITSM and Virtual Assistant, and 1E Shopping.

  • Policy Fixes are issues resolved automatically by Guaranteed State policies

  • ITSM actions are action instructions run by the 1E ServiceNow app 1E ITSM Connect

  • Virtual Agent actions are action instructions run by chatbots, for example the 1E ServiceNow app 1E Virtual Assistant

  • Self Service actions are self-service requests made by end-users of:

    • 1E Shopping, where a requested item causes an action instruction to be run on the end-user's device

    • 1E Service Catalog Connect, where a service request is submitted that causes an action instruction to be run.

    The current version of Exec Dashboard does not differentiate between actions run by the three ServiceNow apps (ITSM Connect, Virtual Agent and Service Catalog Connect) because they all use the same ServiceNow consumer. For more information about ingrating these self-service products with Tachyon, please refer to:Shopping 6.1 - Enabling Tachyon integration and 1E Service Catalog Connect 2.0.

Compatibility matrix for ServiceNow apps with and Tachyon platform

The following table contains details of all currently supported 1E ServiceNow integration apps. Use this table as a reference to ensure you are using the correct combination of apps for your needs. Each app is dependent on a 1E Core app and a Tachyon installation.

1E ServiceNow App

Version

Supported versions of Tachyon platform

Supported versions of ServiceNow

Purpose

1E ITSM Connect

3.2.1Introducing

5.2, 8.0, 8.1

Quebec, Rome, San Diego

Integrates ServiceNow ITSM with Tachyon, to provide real-time inventory and pre-approved automated fixes to first line teams from within the ServiceNow Incident page. 

Support for 1E Core (new in 2.0.0).

Device View and Experience integration (new in v3.0).

Support for domain separation (multi-tenant) (new in v3.1).

Support for 1E CMDB Connect app (new in v3.2).

1E Service Catalog Connect

2.0.1Introducing 1E Service Catalog Connect

5.2, 8.0, 8.1

Quebec, Rome, San Diego

Integrates ServiceNow Service Catalog with Tachyon. Provides a UI like 1E Shopping – allows WSA to be invoked by ServiceNow and report WSA requests.

Guided Tour, and running any instruction (new in v2.0.1).

1E Virtual Assistant

2.0.1Introducing 1E Virtual Assistant

5.2, 8.0, 8.1

Quebec, Rome, San Diego

Provides a Virtual Agent for ServiceNow, supporting various topics, some of which use instructions.

1E Core

2.1.0Introducing

5.2, 8.0, 8.1

Quebec, Rome, San Diego

Platform enabler. Provides copy of instructions.

Support for domain separation (multi-tenant) (new in v2.0).

Support for 1E CMDB Connect apps (new in v2.1) including Service Graph Connector for Tachyon.

Service Graph Connector for 1E Tachyon

2.0.0Introducing

5.2, 8.0, 8.1

Quebec, Rome, San Diego

1E CMDB Connect, and Service Graph Connector for Tachyon, provide identical capabilities, your choice depends on your licensing.

Either one can be optionally used for the following, among other features:

  • populate device data in ServiceNow's CMDB through 1E Core and Tachyon

  • provide the device FQDN required by other 1E ServiceNow apps, so they can use Tachyon.

The latter requirement may also be met by any third party app capable of populating the device FQDN in the ServiceNow CMDB cmdb_ci_computer table.

Change target from cmdb_ci_pc_hardware to cmdb_ci_computer (new in SGC 1.2.2).

Populates installed software, disk usage and network attributes. Also provides custom table for uninstalled software (new in SGC 2.0.0).

1.2.2

5.2, 8.0, 8.1

Paris, Quebec, Rome

1E Tachyon CMDB Connect

1.0.0Introducing 1E Tachyon CMDB Connect

5.2, 8.0, 8.1

Paris, Quebec, Rome