This documentation supports the 18.08 version of Remedy IT Service Management Suite.

To view the latest version, select the version from the Product version menu.

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:

Variable

Value

Company

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.

Effort Input

Select from the following options:
Specify Effort Estimate — Select this if you want to specify the Effort Estimate. This activates the Effort Estimate field in the Cost of Incident Handling configuration dialog box. This is the default setting for Effort Input, and the default value is 3.
Use Baseline Effort — Select this if you want the flashboard to use the same value for Effort Input that you specified in the Baseline Effort field. If you believe that the average incident handling time has been unaffected by the implementation of BMC Remedy ITSM Suite then use this option.
Calculate Cumulative Effort — Select this if you want the flashboards to calculate the Effort Input value by totaling the effort of all people who worked on incident requests during the date range specified by the user. See Cost of Incident Handling calculations for an example of how Calculate Cumulative Effort works.
Important: Use Calculate Cumulative Effort only if your organization is tracking effort in the Incident Management feature of BMC Service Desk.

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.

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Comments

  1. Sergio Moreno

    Hi,

    related to this note: "Note: Use Calculate Cumulative Effort only if your organization is tracking effort in the Incident Management feature of BMC Service Desk."

    Could you please indicate where to enable this feature? Thank you in advance. Best Regards.

    May 22, 2020 08:45
    1. Jyoti Nerkar

      Hello Sergio,


      Request you to check this topic- https://docs.bmc.com/docs/display/itsm1808/Cost+of+Incident+Handling+calculations.

      Hope this helps.

      Regards,

      Jyoti

      May 29, 2020 12:18