User Guide › Service Level Management › Contracts › Metrics › Edit a Metric

Edit a Metric

You can modify the details of any metric defined for a contract when it has a preliminary status. Once the metric has been activated, the metrics for that contract can no longer be modified. However, the metric's thresholds can be modified since thresholds are independent of the contract's status.

Follow these steps:

1. In the Contracts page, select the preliminary contract whose metric you wish to modify and click .

   The Contract Details page opens.

2. Select the metric you want to modify and click .

   The Metric Details page opens.

3. In the Metric Details page, General tab modify the following [if required]:
   • In Name, enter a name for the metric (up to 60 characters).
   • In Description, enter a description for the metric.
   • In Objective Statement, click on the fields of the default objective statement to modify them.

   -OR-

   • Click Edit to edit the objective statements field and parameters using the Objective Statement tab.
4. In the Details tab enter the general details of the metric:
   • In Service, select the service.
   • In Service Domain, select the service domain.
   • In Domain Category, select the domain category.
   • In Unit of Measurement, select the unit of measurement.
   • In Timeslot (if available), select the timeslot.

     Note: You can add a timeslot by clicking Add New. You can view timeslot details by clicking View.

   • In Time Zone, (if available), select the time zone
   • In Service Level Target, select the target value and either enter a minimum service level target in the field provided, or use the arrows to scroll up or down to the required level. This value is used to determine whether the service level being provided deviates from the level agreed upon in the contract

   -OR-

   • Select No target value if the new metric does not have a service level target.

     Note: The service level unit of measure, as well as the minimum and maximum values, change automatically according to the domain category selected.

   • In Tracking Period, enter the metric obligation period (number and time interval). This value determines the time interval during which CA Business Service Insight measures the provided service level versus the service level target, and calculates the deviation, if required.

     The tracking period is a key component of any metric , as a longer tracking period makes it easier to reach the service level target. For example, if the tracking period for a metric measuring availability is defined as one month, the provided service level is calculated over the course of the entire month, regardless of any service level changes experienced on a particular day.

     The tracking period also determines how business reports (as opposed to operational reports) are generated, as described in Generating a Report.

   Note: To create a single metric and Business Logic formula for multiple resources, click Edit in the Clustering field to create a clustered metric.

5. In the Clustering tab, cluster the metric.

   Note: By default a new metric is not clustered.

6. In the Thresholds tab, select the desired threshold.

   Note: Thresholds are independent of contract versions.

7. In the Related metrics tab, click Add. Select the metrics for which you want to create a relation to the current metric.

   For example, in Help Desk, it is recommended to create a relationship to Time to resolution and System Availability. This way if Time to Resolution missed its target, you can drill to System Availability where you may find that the system had had a large amount of downtime causing the insufficient Time to Resolution.

   Note: Related metrics are independent of contract versions.

8. In the Granularity tab, select the additional time units for which the metric is calculated. Granularity allows you to drill down from a tracking period of months to days or hours or drill up to quarters.
9. In the Business Logic tab, click Business Logic to edit the service level formula used by the metric if required. For more information, see Defining Business Logic Formulas.
10. Click Save.

    The modified metric is saved to the contract.

    Note: A metric can be modified from any page in which it can be viewed by right-clicking on the metric and selecting Edit.