Working with Customers › How to Create and Manage Customers › View Customer Metrics

View Customer Metrics

Customer metrics are similar to service metrics; however, customer metrics show the health, quality, and risk that are associated with a customer rather than a service. CA SOI provides the following customer metrics:

customer health

Identifies the worst state that is currently held by either customer quality or customer risk.

customer quality

Identifies the worst customer quality for the services that are assigned to the customer. Quality indicates the level of excellence that consumers of an IT service experience. The highest propagated impact of an associated quality alert determines the customer quality value.

customer risk

Identifies the maximum risk on the customer. This metric indicates the likelihood of delivering the quality of service that is required to support the overall business objectives. The highest propagated impact of an associated risk alert determines the customer risk value.

On the Services tab:

1. Open the Operations Console and click the Services tab.
2. Select a service.
3. Click the Customers tab in the Contents pane.

   The Customers tab displays the customer name, identity, description, and customer metrics.

On the Customers tab:

1. Open the Operations Console and click the Customers tab.
2. Select a customer.
3. Click the Information tab in the Contents pane.

   The customer metrics display in the Information tab.