Configuring Cost of Incident Handling
This flashboard graph compares the baseline incident request call handling costs that were estimated prior to implementing BMC Service Desk: Incident Management with the actual costs incurred after implementation.
See Cost of Incident Handling calculations for a description of the formulas used to calculate the information that appears in this flashboard graph.
You must configure the following variables for this flashboard:
The customer company to which the rest of the parameters described in this section will apply. If they will apply to all companies, select Global.
Cost (per hour)
The labor cost from incident handling used by your organization to create baseline estimates. For example, if your organization estimates that the labour cost from incident handling costs 95 dollars per hour, then enter 95. If your organization estimates that the labor cost from incident costs 50 euros per hour, then enter 50, and so on. The default setting for this parameter is 100.
Baseline Effort (in hours)
The average number of hours required to handle an incident request used by your organization to create baseline estimates. The default setting for this parameter is 3.
Estimated Requests (per month)
The number of incident requests received on a monthly basis used by your organization to create baseline estimates. The default setting for this parameter is 750.
Select from the following options:
Effort Estimate (in hours)
The estimated number of hours to complete an incident request. Use this parameter if you want to specify an estimated number of hours to complete an incident request that is different from the number specified in the Baseline Effort field. If you believe that average incident handling time is different from the Baseline Effort, then use this option.