This documentation supports the 21.3 version of BMC Helix ITSM: Service Desk.To view an earlier version, select the version from the Product version menu.

Configuring ROI flashboards

If you have ROI Admin permissions, you can configure the ROI parameters from the Application Administration console.

Cost of Incident Handling parameters

Parameter

Description

Cost

The estimated per-hour cost of incident handling. Your organization uses this cost for creating projections.

Effort Input

The following values are used to define the Effort Input parameter:

  • Specify Effort Estimate—The estimated number of hours to complete an incident request. This estimate that is different from the one specified in the Baseline Effort field.
  • Use Baseline Effort—The flashboard will use the value specified in the Baseline Effort field to determine effort input.
  • Calculate Cumulative Effort—The flashboard will 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 the user selected. This value 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. Your organization uses this estimate for creating projections.

Cost of Outages parameters

Parameter

Description

Company

The company to which the parameters apply. If the parameters apply to all companies, select Global.

Cost (per minute)

The estimated cost of outages. Your organization uses this cost 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 is 10.

Monthly Outages (in minutes)

The estimated amount of time lost to CI outages per month, expressed in minutes. Your organization uses this estimate for creating projections. The default is 10.

Outage Input

The following values are used to define the Outage Input parameter:

  • Calculate Cumulative Outage—The system uses 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 the Outage Input field.
  • Specify Estimated Outage—When you select this option, the Estimated Outage (in minutes) field appears below the Outage Input field so that you can enter an estimate.

Estimated Outage (in minutes)

The estimated amount of time, in minutes, lost to outages on a monthly basis. The system uses this estimate to calculate the actual outage cost. Your organization uses this estimate for creating projections. The default value is 100.

 

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