Monitoring the Usage and Adoption of SAP LeanIX

Overview

Shared 360 is a feature provided by Gainsight, a customer success platform. This tool is aimed at enhancing collaboration between SAP LeanIX customers and their Customer Success team. Shared 360 provides a comprehensive overview of customer's interactions with SAP LeanIX, including their usage data, login statistics, support tickets, and more.

As a workspace admin, you can request access to your Shared 360 view through your Customer Success Manager. Once you get access, you can monitor how your organization uses SAP LeanIX and then share these insights with your team.

By using Shared 360, you can:

Get a comprehensive overview of your SAP LeanIX account, including metrics for some key features such as fact sheets and reports
Assess the adoption of SAP LeanIX by your organization
Identify opportunities for improvement and enablement by analyzing key metrics

Accessing Shared 360

To request access to your Shared 360 view, contact your Customer Success Manager. Once you receive an email invitation, follow the instructions in the email to proceed. If you don't receive an email or have other issues, please contact your Customer Success Manager.

For more information on how to get started, refer to View Shared 360 (For End Users) in the Gainsight documentation.

Best Practices for Using Shared 360

Here are some best practices for using Shared 360:

Monitor the adoption of SAP LeanIX in your organization: In the Login Statistics and New vs Existing Logins sections, track how many new users are actively using SAP LeanIX. In the Fact Sheet Statistics and Reporting Statistics section, monitor how fact sheets and reports are being used and adopted. You can review these sections on a weekly or monthly basis.
Monitor key metrics: Here are some example insights that you can get from different data points:
- To maintain data quality in your workspace and ensure responsibility, keep track of the number of fact sheet subscriptions and relations in the Workspace Elements section. A consistent month-over-month growth in these numbers shows active engagement and data enrichment.
- As a best practice, each fact sheet should have subscriptions for at least one subscription role. This ensures that relevant updates and changes are effectively communicated to the appropriate stakeholders. You can monitor this data in the Fact Sheet Statistics section.
Review and monitor support and product requests: In the Zendesk Tickets section, track submitted support tickets, including unresolved ones. In the Product Ideas section, monitor submitted product ideas to identify common topics. You can review these sections on a monthly or quarterly basis.
Identify potential usage blockers and plan next steps: By analyzing statistics from the key sections mentioned earlier, you can understand where potential usage blockers are and plan next steps. Use these insights when arranging meetings with the SAP LeanIX CSM team and your internal teams.

Frequency of Updates

Most of the metrics in each section are refreshed daily around 6:00AM UTC. Exceptions are:

Academy Activity: refreshed monthly around the 5th working day of the month
Product Ideas: refreshed on a bi-weekly basis

Key Sections and Metrics

The following table lists the key sections and metrics available in a Shared 360 view.

Section	Description	Related Information
Summary	Shows the current health score, the NPS score, the number of unresolved support tickets, as well as the name of your Customer Success Manager and Account Executive.
EAM Attributes	A snapshot of the SAP LeanIX product being used, including the edition, the total number of applications and fact sheets, standard and custom integrations, and other related details.
Success Plans	A list of success plans built in collaboration with the SAP LeanIX Customer Success team.
Active Permissions	Overview of daily and monthly active user permissions in each live workspace.
Login Statistics	The number of total and unique logins within specific time frames (daily, weekly, and monthly). As an example, if a user logs into SAP LeanIX 50 times within a certain period, that user's total login count would be 50. However, since it's the same user each time, the count of unique logins would be considered as one.
New vs Existing Logins	The number of monthly logins of new and existing users in all or live workspaces. If a user's first login falls within the current month, they are categorized as New. Conversely, if their first login occurred in any of the previous months, they are labeled as Existing.
User Segments	Reports with information about the users' job titles and their jobs-to-be-done provided by them during the sign-in process. Use these reports to understand the profiles of new users and the value they aim to derive from using SAP LeanIX.	User Segments
Workspace Elements	Daily snapshots of the total count of applications and fact sheets in live, demo, and sandbox workspaces. An application, which is a fact sheet type, only counts towards the quota when: - It’s not archived (archived applications are not included in the quota). - It’s not created from the Introduce New Application transformation template. In such cases, the new application will only count towards the quota when the transformation items are marked as Executed.	- Application - Inventory - Archiving and Recovering Fact Sheets - Transformation Templates
Fact Sheet Statistics	Monthly snapshots of created, viewed, updated, and archived fact sheets in live, demo, and sandbox workspaces. The frequency of updates in fact sheets often serves as an indicator of data quality. Specifically, frequent updates usually signify high data quality, whereas infrequent updates may imply lower data quality.	Inventory
Reporting Statistics	Monthly and daily snapshots of report views in live, demo, and sandbox workspaces broken down by the report type. These snapshots offer insights into the most frequently viewed or used reports, highlighting the kind of information that your team members are looking for.	Reports
Support Tickets	Support tickets submitted to SAP LeanIX Support through Zendesk.	SAP LeanIX Support
Academy Activity	Reports with data from the SAP LeanIX Academy: new sign-ups, total active students, total course registrations and completions, and users with recent activity.	SAP LeanIX Academy
Workspace Session Tracking	Report providing information about user actions performed in various sections of a workspace, such as Dashboards, Inventory, Reports, Diagrams, sections in the admin area, and more. By using the report, you can understand the usage and adoption of specific areas or features within the workspace, for example, the number of interactions with dashboards in the past month. For details on report metrics, see Workspace Session Tracking.
Community Activity	Reports providing insights into user engagement within the SAP LeanIX Community: the number of monthly active users, the number of posts, the most popular topics, and the user growth trend.	SAP LeanIX Community
Product Ideas	A list of product ideas submitted through the SAP LeanIX Product Roadmap.	SAP LeanIX Product Roadmap

Workspace Session Tracking

The following table lists metrics of the report provided in the Workspace Session Tracking section.

Metric	Description	Related Information
AI Capabilities	Interactions with features provided by AI capabilities, such as AI-assisted text and AI prompt in the inventory.	AI Capabilities
Automations	Actions related to configuring automations.	Automations
Collaboration	Interactions with the To-Dos and Surveys sections within a workspace.	- To-Dos - Surveys
Dashboards	Interactions with dashboard elements, such as creating, viewing, editing, and deleting them.	Dashboards
Diagrams	Interactions with diagrams, such as creating, viewing, editing, saving, and exporting them.	Diagrams
Filter	Interactions with filters, including actions such as adding, removing, and modifying advanced filters.	Searching and Filtering in the Inventory
GraphQL	Interactions with the GraphiQL interface, including actions such as copying, prettifying, and running queries, as well as interacting with the GraphQL Explorer section.	GraphiQL Tool
Help Tour	Interactions with the in-app help tour accessible through the Help menu.
Integrations	Actions related to managing integrations, such as creation, syncing, and deletion, as well as error handling in integrations.	Out-of-the-Box Integrations
Inventory	Interactions with the inventory, such as using, importing, and exporting fact sheets, as well as error handling in the inventory.	Inventory
KPIs	Interactions with KPIs, such as creating, editing, or deleting them.	KPIs
Meta Model Configuration	Actions related to the meta model configuration, such as configuring fact sheet types, editing translations, adjusting fact sheet permissions, and more.	Meta Model Configuration
Portals	Tracking of visits to portal pages.	Portals
Reference Catalog	Interactions with the reference catalog, such as linking, previewing, unlinking, or ignoring catalog items.	Reference Catalog
Reports	Interactions with reports, including actions such as creation, bookmarking, loading, and error handling.	Reports
SaaS Discovery	Interactions with the SaaS Discovery feature, including handling of connection, disconnection, and other scenarios.	SaaS Discovery
SAP Discovery	Interactions with the SAP Landscape Discovery feature, including actions such as entering service keys and viewing various pages within the integration configuration.	SAP Landscape Discovery
SBOM	Tracking of Software Bill of Materials (SBOM) submissions.	Generating a Software Bill of Materials (SBOM)
Search	Tracking of searches made within a workspace, including quick searches, as well as interactions with search suggestions.	Searching and Filtering in the Inventory
Transformation	Interactions with transformations, including configuration and usage.	Working with Transformations
User Segments	Interactions with user segment settings and activities.	User Segments

Navigation and Usage Tips

In this section, you can find tips on how to navigate a Shared 360 view and work with data efficiently.

Switching between reports: To switch between reports for different data points or breakdowns (for example, weekly and monthly views), use the list in the upper-left corner of the report.

Switching Between Reports
Downloading a report: To download a report from your Shared 360 page, in the upper-right corner of the report, click the three-dot icon, then select the option that you need: Download Data (XLSX file) or Download Image (PNG file).

Options for Downloading a Report
Viewing drill-down report data: To view drill-down data for a specific data point, click it on the chart. In the overlay that appears, you can view and export data if needed.

Viewing Drill-Down Data for a Data Point