How To: Get Your Feet Wet with Management Information (MI) and Learn Something of the License Usage in Your System

Version 5

    Verified Product Versions

    Service Desk 7.8.xService Desk 2016.xAsset Manager 2016.x

    Initial thoughts

    Management Information in Service Desk allow you to collect and present KPI information over a period of time.

    This way you can collect information on numbers of raised and/or closed IPCs or anything else which can be collected by Landesk Service Desk via a query.

    This information is than be collected once a day (23:59) and kept in the database. The documentation on MI can be found here:

    So what would be better as to use this build in tool to know how many license we “really” need for Service Desk. How to set this up is been explained further down.


    As said above: The data is only been collected and aggregated once a day. This makes it impossible to make judgements on the KPI development over a day’s period. Only the aggregated day’s value will be stored and presented.

    Should you run a – let’s say – three shift plan with your analysts and want to know when the most calls are been opened. Or – to keep within the example below – calculate how many concurrent user licenses you need, than this would not be possible.

    Let’s take this example three shift plan below. In this case MI would see 15 users logged into the system over the day, but your effective use of concurrent licenses would be 10.


    Enhancement Request     

    There is currently an active Enhancement Request to overcome this Limitation, but there are no current plans to implement the Request into Service Desk.

    The ER can be found here:

    Step by Step


    ! Management Information is a licensable Feature of Landesk Service Desk. Please check your License if MI has been included.

    The Pictures shown in this How To have been taken from SD 2016, but the steps will also work with SD 7.8.x

    You will needs basic knowledge of Object Design, Query Design and Dashboard Design/Management in Service Desk, also you will need knowledge in SQL Statements (this part might be taken by your company’s DBA).

    Step 1 – Adding the License usage to the user Object

    This step is been explained in please follow this DOC to setup the necessary attributes and SQL Triggers.

    Step 2 – writing the Filter to collect the KPI

    1. Open the Query Designer via Designers->Query and Report Designer

    2. Create a new Filter

    3. Add a meaningful Title

    4. Add a description if needed

    5. Select Module System

    6. Select Business Object User

    7. In filter by user the same Module and Business Object

    8. Create the query for Everyone

    Your query setup should look like the following:




    9. Add Title and LastLicenseUsage to the Attributes List

    10. Add LastLicenseUsage to the Criteria

    11. And set the Condition to “Is Today

    12. Save the Query by Clicking on Finish

    Your filter should then look like the following:




    Step 3 – Setting up the KPI in MI

    Pre-Setup – Adding MI to the Shortcut

    It could be that, despite that MI is been licensed, that MI hasn’t been added to your shortcut group, yet.

    In this case you will need to add this manually.

    1. Open console and open the Shortcut Group you wish to add MI to

    2. Right-Click into an empty space in the Shortcut Group and select “Add Component”

    3. From the new Window select “Management Information”

    4. Save with OK


    Setting up the KPI in MI

    1. Open MI

    2. Create a New KPI

    3. Give the KPI a meaningful Name

    4. Save the KPI




    5. Create a new Service under the new KPI

    6. Give the Service a meaningful Name

    7. Save the Service



    Step 4 – creating the Metric

    1. Under the Services – created in Step3 – create a new Metric

    2. Give the new Metric a meaningful Name

    3. Add a description

    4. Select the Filter from Step 2

    5. Select the Count Function

    6. Save the Metric



    Step 5 – starting the service

    Ensure that the Management Information Engine is been setup to start automatically on your Application Server and that that the service is been running.


    Step 6 – add the MI Trend chart gadget to your Web Desk Dash Board

    1. Login into Web Desk as an Administrator

    2. Create a new Dashboard (or use an existing one)

    3. Right Click on the Dashboard and add a new Trend Gadget




    4. In the new Pop-Up Window select the created Metric From Step 4

    5. Select the Interval of the X Axis you wish the information to be presented in

    6. You can select a Date Range for the presented data. If you do not select a Range, all data will be shown

    7. You can add visual thresholds to the Trend Graph, shown as Red and/or Green line. If you do not set any value, than no Threshold lines will be shown.

    8. Click OK to save the new Trend Gadget




    ! Note. You will need to wait for the first Data Collection of the MI Service at 23:59 to see any data on the Trend Chart.



    You will now need to wait for the first information to be processed and displayed on the trend gadget.

    An example is been shown below from the lab where this How To has been tested.