Customer departments can subscribe to services provided by provider departments. Each subscription has metrics that are used in BRM Accelerator portlets for the dashboards and the portals. Most key metrics are user-defined values. The incident data is imported from Service Desk.
To view the metrics, click Properties for a service subscription name.
The following metrics are used in BRM Accelerator portlets:
A percentage value indicating the level of customer satisfaction with the subscription. This field accepts percentage values limited to values of 1-100. Based on this percent amount, stoplight rules for customer satisfaction are hard-coded. This field appears on the Subscription Properties: Main page.
The total number of SLA violations for this subscription. This field appears on the Subscription Properties: Main page.
The threshold number for SLA violations for this subscription. This field appears on the Subscription Properties: Main page.
The total number of open incidents for this subscription.
The incident threshold number for the incident stoplight values. This field appears on the Subscription Properties: Main page.
The total number of change orders for this subscription.
The amount charged to the customer for this subscription.
The total number of users or customers for this subscription.
The number of active users or customers for this subscription.
The number of times this subscription website (if one exists) has been visited.
A link to the Key Metrics page for the user to define the key metric type being created. For example, Closed Incidents, Created Incidents, Other, Utilization, or Value. The stoplights are based on metric type; whether the value is over the target threshold or not; and whether the Higher Values Better check box is selected. Only user-defined teams are applicable. If there is no predefined key metric for Created Incidents or Closed Incidents, import them from Service Desk creates one on the subscription.
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