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This documentation supports the 19.08 version of Service Level Management.
To view an earlier version, select the version from the Product version menu.

Defining measurement criteria for request-based service targets

In Step 3 of 4 of the service target wizard, if you are not using a template for your measurement criteria, you can specify your own measurement criteria to define the circumstances under which your measurements start, stop and pause. You can use a current measurement template or provide your own criteria for the measurement conditions.

Measurement criteria for request-based service targets specify the conditions when measurements should take place, for example, the time taken to respond or resolve service requests. You might want to set different targets for Urgent, High, Medium, or Low priority requests.

For example, you could specify that the measurement for a resolution time for an incident starts when the Service Status is set to Assigned and stops when the Service Status is set to Resolved. You could also specify conditions when the measurement should pause and ignore what happens, such as when the Service Status is set to Pending. A sample request form that you could use to explore how service targets apply requests is the SLM:Service Request form. In this example, if a user submits a service desk request to correct a computer problem and it is assigned to a service technician, the measurement criteria, Service Status >= Assigned, triggers the measurement to begin. When the service technician corrects the problem and changes the Service Status to Resolved, the measurement stops. The time recorded is compared to the service target goal time and the status of the service target measurement is updated to Met or Missed. However, if an urgent service request is created for a computer repair; the service target for the resolution time of one hour for urgent requests is attached to the service request. The measurement for this service target is set to begin when the Service Status = In Process and set to end when the Service Status = Resolved. The measurement should be excluded when the Service Status = Pending. An impact cost of $20 per minute is incurred for missing the goal time.

The following table describes fields in this tab of the service target wizard for both basic and advanced modes. Advanced mode includes all fields in the basic mode with additional options you can use to define your service target.

Field/Area on form

Description

Basic/Advanced

Use Template For Measurement Criteria

You can do the following tasks:

  • Select a template from the list of predefined templates. When you select a template, the Link to this template check box is automatically checked and the Measurement Criteria section is disabled.
  • If you want to modify the Measurement Criteria section, uncheck the Link to this template check box.

Basic

Measurement Criteria

  • Description—description for your request-based goal.
  • Start When—Click Define to open the Qualification Builder so that you can specify a qualification to indicate when to start measuring for the specified goal. For example, 'Service Status' = "New" (Do not include special characters or carriage returns in your qualifications).
  • Stop When—Click Define to open the Qualification Builder so that you can specify a qualification to indicate when to stop measuring for the specified goal. For example, 'Service Status' = "Resolved" (Do not include special characters or carriage returns in your qualifications).
  • Exclude—Click Define to open the Qualification Builder so that you can specify a qualification that indicates when to exclude measuring for the specified goal. For example, you can exclude measuring the goal when 'Service Status' = "Pending" (Do not include special characters or carriage returns in your qualifications).

Basic

Measurement Options

Enter a percentage in the Set Warning Status At field. This is a percentage of the service target goal time. When this goal is met, the service target status changes to Warning. The default is 50%.

Basic

Group

Group for the service target.

Advanced

Reset Goal for Same Request?

Option to allow the service target to start a new measurement as the current measurement is stopped when certain conditions are met.

Advanced

Allow Service Target to Re-Open?

If you select Yes, this feature allows service target measurements to continue when a request is closed and subsequently reopened. For example, a service technician could close the request, but the submitter asks that the request be opened again because a problem still exists. The time between the closing of the record and the reopening is considered Unknown and does not count towards meeting the goal. When this feature is enabled, check the Start and Stop criteria to ensure that the measurement does not reopen for a condition that you are not expecting. The request might be modified so that it meets the Start condition and not the Stop condition of the service target. For example, if your Start and Stop criteria are: Start When: 'Status' > "New " Stop When: 'Status' = "Resolved" then the request reopens if the status is set to a value after "Resolved" such as "Closed" (it meets the Start condition and not the Stop condition). You can prevent this by changing the Stop condition to 'Status' >= "Resolved."

If you select No, you are choosing to turn off the capability to allow the service target to reopen.

Advanced

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