The BRM Accelerator › How to Use the BRM Accelerator › Service Dashboard (BRM Accelerator) › Customer Watch for the Service (BRM Accelerator)

Customer Watch for the Service (BRM Accelerator)

The Customer Watch portlet shows the relationship of customers to the service by highlighting utilization, amount charged, incident count, and SLA violations. The data is presented in a bubble chart, with the larger customers to the upper right. The smaller customers shown to the lower left of the chart. The service owner can view all 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 the service). The higher the incident count, the larger the bubble.
• The X-axis displays charges (an attribute on the subscriptions page of service properties).
• 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. A field for entry of SLA violations exists on the subscription properties page accompanied by a field to indicate the threshold. The customer manually enters the fields.

  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, then the numbers for using a yellow bubble can be 1, 2 and 3.
  • Green. The SLA Violation field is 0 (zero) for the customer.