This documentation supports the 25.1 version of BMC Helix ITSM Insights, which is available only to BMC Helix customers (SaaS).To view an earlier version, select the version from the Product version menu.

Glossary

The following glossary contains terms that are relevant to BMC Helix ITSM Insights:

Average priority

Average priority is calculated by adding the priority values and dividing by the total number of tickets in the cluster. Every priority value of an incident is assigned a numeric value. An average of the numeric values is evaluated to determine the corresponding average priority. 
Average priority = ∑(numeric value of priority of all incidents) / ∑(Incidents in the cluster)

Total Resolution Time

Refers to total time from when an incident is reported until the incident is resolved. This value indicates the total time taken for ticket resolution and is calculated by adding the resolution time for all tickets. It is the summation of all incidents' resolution time in a cluster. Resolution time is the time difference between the last resolved date and the submit date of an incident. Typically, the parameter is calculated in hours.
Total resolution time = ∑(Last Resolved Date-Submit Date)

Total Effort

Indicates the total time spent when working on incidents in a cluster and is calculated if the customer is using the effort log. This value is calculated by using the values in the Total Time Spent field in Remedy ITSM. Total effort is the summation of the efforts spent on every incident in a cluster. Typically, the parameter is calculated in minutes.
Total effort = ∑(Total Time Spent)

Average resolution time (hours)

Indicates the average time it took for the service desk agents to resolve each incident in the Proactive problem management cluster. This value is calculated by dividing the Total Resolution Time by the number of incidents in the cluster. This parameter is calculated in hours.
Average resolution time (hours) = Total resolution time / ∑(incidents in the cluster)

Average effort (minutes)

Indicates the average effort it took for the service desk agents to resolve each incident in the Proactive problem management cluster. This value is calculated by dividing the Total Effort by the number of incidents in the cluster. This parameter is calculated in minutes.
Average effort (minutes) = Total effort / ∑(incidents in the cluster)

Stop words

Commonly used words that will be ignored when the text is processed. For the purpose of analyzing text data, these words do not add much value. Generally, the most common stop words are “the”, “is”, “in”, “for”, “where”, “when”, “to”, “at” etc.

Look back time period

The time period used to search for incident data for a job run. For example, a look back period of 1 month means that the job uses a month's data till the day the job is run.

Look back date field

Date field that is used to search for incidents within the look back time period.

Resolution insights quality column

The Resolution insights quality column displays the similarity score of a resolution insights cluster in percentage.
Every resolution insight cluster comprises related incidents. A textual similarity-based algorithm is used to identify incidents that were resolved with similar resolutions. 


 

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