User Guide › Service Level Management › Business Logic Scope › How to Use Business Logic

How to Use Business Logic

The process of writing Business Logic formulas is defined so that it logically sits on top of the raw data (sent by Adapters) in order to calculate a metric's service level.

Each metric has its own Business Logic formula with which to calculate the actual service level, although many of the metrics in the system usually have a common logic that can be applied to different sets of raw data events.

For example, a metric that calculates the Severity 1 ticket resolution time and another metric that calculates the Severity 2 ticket resolution time evaluate a different set of records. One only the Severity 1 tickets and the other only the Severity 2 tickets, although both apply the same method in order to calculate the resolution time. The resolution time script is developed and tested once, defined as a Business Logic module and is then used by both metrics by including the relevant module. Therefore, when developing Business Logic formulas, it usually means that the main Business Logic modules or templates are being developed in order to make them available for all the metrics in the system. In addition, each Domain category usually reflects a different type of measurement and therefore each Domain category follows a different Business Logic module or template.

Writing Business Logic formulas involves:

• Defining a Business Logic formula
• Testing the Business Logic formula (based on the project test plan)
• Defining the associated Business Logic module
• Attaching all metrics to the relevant Business Logic module

Business Logic formulas are based on:

• Procedures
• Functions
• Objects

Each of these components is described in detail in the sections that follow.