User Guide › Service Level Management › Contracts › Metrics › Creating Metrics › Create a KPI Metric

Create a KPI Metric

You can create a KPI metric.

Follow these steps:

1. In the Contracts page, click next to the desired contract.

   The Contract Details-All Metrics page opens.

2. Click Add New, Contractual, KPI or Add New, Operational, KPI.

   The Metric Details page opens.

3. In the General tab:
   • In Name, type the name of the metric.
   • In Description, type a description of the metric.
   • In Objective Statement, the default objective statement is shown. Click on each field that is underlined and set the desired value.

   Note: Click Edit to use the GUI to customize the Objective Statement structure. For more information, see Customizing an Objective Statement.

4. In the Details tab:
   • In Main Indicator, select Service or Contract to specify whether this metric is the main indicator of the contract or the service.
   • In Service, select the service from the list.
   • In Service Domain, select the service domain from the list.
   • In Domain Category, select the domain category from the list.
   • In Unit of Measurement, select the measurement unit from the list.
   • In Timeslot, select the timeslot from the list or click Add New to define a new timeslot.
   • In Time Zone, select a time zone from the list.
   • In Service Level Target, set the service level target value and whether it is dynamic or not.
   • In Tracking Period, set the tracking period and select the unit of calculation from the list.
5. In the Clustering tab, select whether the metric is clustered or not. For more information see, Creating a Clustered Metric.
6. In the Thresholds tab:
   • Check Specify threshold and then select the type of threshold.
   • Define minor, major and critical deviations from the required service level for use in the Dashboard.
7. In the Related Metrics tab, click Add to select the metric(s) for which a relation to the current metric is to be created. For more information see, Adding a Related Metric.
8. In the Granularity tab, select the additional time units for which the metric is calculated.
9. In the Objective Statement tab, add or edit the fields and parameters of objective statement. For more information, see Customizing an Objective Statement.
10. In the Registration tab, add a new registration type(s). For more information see, Registration Wizard.
11. In the Business Logic tab, edit the Business Logic formula, select a Business Logic template and check Business Logic syntax. For more information see, Defining Business Logic Formulas.
12. Click Apply to save changes and stay in the current page.
13. Click Save to save changes and return to the previous page.
14. Click Cancel to discard changes and return to the previous page.