This documentation supports the 18.08 version of Service Desk.

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

Configuring ROI flashboards

This topic describes the ROI parameters, which are configured from the Application Administration console. You need ROI Admin permissions to configure the ROI flashboard.

The following table lists and describes the configured parameters for the Cost of Incident Handling:

Cost of Incident Handling parameter descriptions

Parameter

Description

Cost

The estimated per-hour cost of incident handling used by your organization for creating projections.

Effort Input

For Effort Input, the ROI Administrator can select from the following values:

  • Specify Effort Estimate — Your organization selects this value if it wants to specify an estimate that is different from the one specified in the Baseline Effort field. This parameter represents he estimated number of hours to complete an incident request.
  • Use Baseline Effort — Your organization selects this value if it wants the flashboard to use the same value as that specified in the Baseline Effort field to determine effort input.
  • Calculate Cumulative Effort — Your organization selects this value if it wants the flashboard to calculate the Effort Input value by totaling the effort of all people who recorded work against any given incident request that was closed during the reporting period selected by the user.

    Calculate Cumulative Effort is used only if your organization is tracking effort in the Incident Management application.

Effort Estimate (in hours)

The actual value of the Specify Effort Estimate parameter, if that parameter is configured.

Baseline Effort

The estimated average number of hours required to handle an incident request, expressed in hours, used by your organization for creating projections.

The following table lists and describes the configured parameters for the Cost of Outages flashboards:

Cost of Outages parameter descriptions

Parameter

Description

Company

The customer company to which the rest of the parameters described in this section apply. If they apply to all companies, select Global.

Cost (per minute)

The estimated cost of outages used by your organization for creating projections. For example, if your organization estimates that CI outages costs 95 dollars per minute, enter 95. If your organization estimates that CI outages costs 50 euros per minute, enter 50, and so on. The default setting for this parameter is 10.

Monthly Outages (in minutes)

The estimated amount of time lost to CI outages per month, expressed in minutes, used by your organization for creating projections. The default setting for this parameter is 10.

Outage Input

For Outage Input, the ROI Administrator can select from the following values:

  • Calculate Cumulative Outage — Your organization selects this value if it wants the system to use the total amount of time lost to CI outages (in minutes) for the specified date range. This is determined from examining the closed incident request records that also have related CI Unavailability records. For each CI Unavailability record, the system calculates the duration of the unavailability and then adds that amount of unavailability to the running unavailability total for the specified date range. This is the default selection for Outages Input.
  • Specify Estimated Outage — Your organization selects this value if it wants the system to use the number specified in the Estimated Outage (in minutes) field to calculate the actual outage cost. When you select Specify Estimated Outage (in minutes), the Estimated Outage (in minutes) field appears below the Outage Input field. For more information about the Estimated Outage (in minutes) field, see the explanation of that field, which follows. The default value is 100.

Estimated Outage (in minutes)

The estimated amount of time, in minutes, lost to outages on a monthly basis, used by your organization for creating projections.

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