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Information
This documentation supports the 22.1 version of BMC Helix ITSM.To view an earlier version, select the version from the Product version menu.

Configuring a cost of incident handling flashboard

This flashboard graph compares the baseline incident request call handling costs that were estimated prior to implementing BMC Helix ITSM: Service Desk: Incident Management with the actual costs incurred after implementation.

Before you begin

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

To configure a cost of incident handling flashboard

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 configured parameters.

  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. In the ROI Administration console, select the ROI flashboard graph that you want to configure, and then click Configure Metrics.

The formulas used by these calculations are described in the following table.

The values used in the formulas are:

  • A = Cost (per hour)

  • B = Baseline Effort (in hours)

    Information
    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 an end date.

  • D = Estimated Requests (number of)
  • F = Effort Estimate (in hours)
  • G = The actual number of incident requests that were closed during the date range specified by the user (calculated by the system)
  • H = Cumulative effort of all the people who worked on incident requests during the date range specified by the user (calculated by the system)
Information
Example

For the date range specified by a user, four incident requests were marked closed. Out of the four incidents, three incidents took one hour each from one person to handle

(3 incident requests x 1 person each x 1 hour, or a total of 3 hours), and the fourth incident took two people each for two hours to handle (1 incident request x 2 people x 2 hours each, or a total of 4 hours). Therefore, H = 3 + 4, or 7.

Cost of Incident Handling flashboard calculations

Flashboard graphs

Formula

Baseline cost of incident handling (ProjCstIH)

A x B x D = ProjCstCH

Actual cost of incident handling (ActCstIH)

The formula used to calculate the actual cost of incident handling depends on the parameter that you select in Effort Input.

 

Specify Effort Estimate

A x F x G = ActCstCH

Use Baseline Effort

A x B x G = ActCstCH

Calculate Cumulative Effort

A x G x H = ActCstCH

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 will apply. If they will apply to all companies, select Global.

Cost (per hour)

The labor cost from incident handling used by your organization to create baseline estimates. For example, if your organization estimates that the labor from incident handling costs 95 dollars per hour, then enter 95. If your organization estimates that the labor from incident handling costs 50 euros per hour, then enter 50, and so on. The default setting for this parameter is 100.

Baseline Effort (in hours)

The average number of hours required to handle an incident request used by your organization to create baseline estimates. The default setting for this parameter is 3.

Estimated Requests (per month)

The number of incident requests received on a monthly basis used by your organization to create baseline estimates. The default setting for this parameter is 750.

Effort Input

Select from the following options:
Specify Effort Estimate — Select this option if you want to specify the Effort Estimate. This activates the Effort Estimate field in the Cost of Incident Handling configuration dialog box. This is the default setting for Effort Input, and the default value is 3.
Use Baseline Effort — 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.
Calculate Cumulative Effort — Select this option if you want the flashboards to calculate the Effort Input value by totaling the effort of all people who worked on incident requests during the date range specified by the user.
Important: Use Calculate Cumulative Effort only if your organization is tracking effort in the Incident Management feature of BMC Helix ITSM: Service Desk.

Effort Estimate (in hours)

The estimated number of hours to complete an incident request.

 

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BMC Helix ITSM 22.1