Business Logic Modules

The following business logic modules are provided with the predefined content packages:

Domain	Module Name	Description
Availability Management	Availability and Failure Statistics	Calculates the availability of services or components. In addition provides a set of statistical calculations of availability and failures.
Generic Modules	Average Measurements	Calculates simple average and weighted average.
	Generic Calculation	Provides a set of generic calculations such as min, max, sum, percent of, etc.
	Success Calculation	Counts successful events using a user-defined success criteria.
Incident Management	Percent of Reopened Tickets	Calculates the number of reopened tickets in a calculation period.
	Resolution Time	Resolution time of an incident is calculated as the elapsed time between when the incident was opened until a final solution was provided for it.
	Response Time	The response time is calculated as the time passed from the opening of the incident until it was first handled.
	Timeslot Events Sender	Sends timeslot enter and timeslot exit events based on the metric’s time zone and timeslot, so as to supply the timeslot sensitive metric with the location specific timeslot information.
	Total Number of Incidents	Counts the number of incidents received in the calculation period.
Service Desk Management	Call Center	Calculates statistics for the performance of a call center.

This section contains the following topics: