Managing Your Business, Service, and IT Units › Service Dashboard (BRM Accelerator) › Customer Watch for the Service (BRM Accelerator)

Customer Watch for the Service (BRM Accelerator)

This portlet shows the relationship of customers to the service by highlighting utilization, amount charged, incident count, and SLA violations. This data is presented in a bubble chart, with the larger customers towards the upper right and the smaller customers towards the lower left of the chart. The service owner can view all of their subscribing customers in relation to pertinent service metrics.

Note the following about the bubble chart:

• Each bubble represents a customer department. Clicking a bubble takes you to the Department Subscriptions page that lists all customers subscribed to that department.
• The bubble size represents the incident count (that is, the total number of open incidents that the customer logged against this service). The higher the incident count, the larger the bubble.
• The X axis displays charges (an attribute on the Service Properties: Subscriptions page).
• The Y axis displays utilization numbers based on the Utilization key metric type on the Key Metric Type page.
• The bubble color represents SLA violations. There is a field for entry of SLA violations on the Subscription Properties: Main page accompanied by a field to indicate the threshold. These fields are manually entered by the customer.

  The following colors apply:

  • Red. The customer is over their threshold limit.
  • Yellow. The customer is not over their threshold. For example, if threshold is 3 than the numbers for using a yellow bubble can be 1, 2 and 3.
  • Green. The SLA Violation field is 0 (zero) for the customer.