User Guide › Design › Foundation Entities › Business Logic Modules › Business Logic Modules Overview

Business Logic Modules Overview

Using business logic, you can calculate any service level, or other KPI. Business logic Modules usage facilitates implementations and definition of contracts. Users can define independent business logic modules that can be used by multiple metrics. To apply system-wide changes to business logic, the user changes the ‘base’ logic and applies the change to all relevant contract with a single click.

Business logic module is a component of code in which business logic can be defined, easily maintained and reduces redundancy. A single business logic module can be used by multiple business logic modules.

Business logic modules have:

• A unique name
• A Description
• One or two versions of code:
  • Preliminary
  • Effective

Business Logic Modules:

• Can be included in metrics, modules, Business Logic templates, Service Definitions and metrics inside contract template metrics.
• Name collision of variables, classes, procedures and functions are not allowed.

Business Logic Module example:

There is a Business Logic called Helpdesk activity within threshold. The following helpdesk system has a ticket life cycle with statuses of:

• Open
• Assigned
• Closed

Two of the metrics that can be defined to describe the helpdesk performance are:

• Metric name: Success in resolution on time
• Objective statement: No less than 99% of the tickets should be resolved within 4 hours.
• Business logic: Resolution should be calculated from Open to Closed

  -AND-

• Metric name: Success in assignment on time
• Objective statement: No less than 99% of the tickets should be assigned within 30 minutes.
• Business logic: Assignment should be calculated from Open to Assigned

Since the same logic can be identified for these metrics, a business logic module can be created to be re-used by the metrics. The business logic module requires the following parameters within the metric context:

• First status
• Second status
• Threshold

Once the business logic module is created, the defined metrics can use a business logic module as part of the business logic definition.

Next, the logic can be changed. For example, a new status should be considered “Customer Pending”. Customer Pending is set for a ticket when the helpdesk is waiting for addition information about the ticket from the customer. Within the business logic the time that the ticket is in customer pending it should not be considered in the calculation. Therefore, only the business logic module needs to be changed to consider the new status and logic. A new business logic module version including the new logic is created.

When committing the change, the user is prompted with a list of metrics that use the business logic module. The user can either apply the change to all metrics or choose to apply the change to specific metrics in the list.

If the user chooses to apply all of the metrics the change is made to all the metrics considering the new business logic module version.

If the user selects specific metrics from the list, he is prompted to create a new business logic module for the selected metrics. The old business logic module used by the selected metrics will be replaced by the new business logic module and the recalculation will be done considering the new logic.