Configuring a cost of failed changes flashboard

In BMC Helix ITSM: Change Management, unsuccessful change requests are considered failed changes. The Cost of Failed Changes flashboard graph compares the baseline cost of failed changes that was estimated prior to implementing BMC Helix ITSM: Change Management with the actual costs incurred after the implementation.

Before you begin

To perform the procedures described in this section, you need ROI Admin permissions.

To configure a cost of failed changes flashboard

1. From the Application Administration console, click the Custom Configuration tab.
2. From the Application Settings list, select ROI Console > Configuration > ROI Administration Console.
3. From the ROI Administration console, select the ROI flashboard graph that you want to configure, and then click Configure Metrics.
   To calculate the information displayed in the graphs, the ROI flashboard uses data gathered from the user (by way of the flashboard interface), as well as data from the various configured parameters. The formulas used by these calculations are described in the following table.

The values used in the formulas are:

• A = Cost (per hour)

• B = Effort (in hours)

  Warning

  Important

  Although the user can enter a date range that includes a day of the month, the day of the month is ignored and only the month and the year are considered. For the purpose of system calculations, Start Date is always assumed to be the first day of the selected month and year, and the End Date is always assumed to be the last day of the selected month and year. For example, if the user entered May 21, 2009 as the Start Date and July 10, 2009 as the End date, the system uses May 1, 2009 as the start date and July 31, 2009 as the end date.

• D = Number of Unsuccessful Changes (user-provided data in configuration screen)
• F = Effort Input

G = Changes that have failed (this number is calculated by the system)

Cost of Incident Handling flashboard calculations

Flashboard graph	Formula
Baseline cost of failed changes (PctCstFC)	A x B x D = PctCstFC
Actual cost of failed changes (ActCstFC) The formula used to calculate the actual cost of failed changes depends on the parameter that you select in Effort Input.
Specify Effort Estimate	A x B x G = ActCstFC
Use Baseline Effort	A x F x G = ActCstFC

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 apply. If they apply to all companies, select Global.
Cost (per hour)	The labor cost from addressing failed changes used by your organization to create a baseline estimate. For example, if your organization estimates that the labor for a failed change costs 95 dollars per hour, then enter 95. If your organization estimates that labor cost resulting from failed changes would be 50 euros per hour, then enter 50, and so on. The default setting for this parameter is 100. Important: This field is an integer field only. You cannot enter a specific currency.
Effort (in hours)	The number of hours to recover from a failed change used by your organization to create a baseline estimate. The default setting for this parameter is 25.
Number of Unsuccessful Changes	The estimated number of unsuccessful changes per month, used by your organization to create baseline estimates. The default setting for this parameter is 15.
Effort Input	Select from the list as follows: Specify Effort Estimate — Select this option if you want to specify the Effort Estimate. This activates the Effort Estimate field in the Cost of Failed Changes configuration dialog box. This is the default selection for Effort Input. The default number of hours is 20. Use Baseline Effort — Select this if you want the flashboard to use the same value for Effort Input that you specified in the Effort field. Use this option if you believe that the time it takes to recover from a failed change has been unaffected by the implementation of BMC Helix ITSM.
Effort Estimate (in hours)	The estimated number of hours to recover from a failed change.