Goals, cost, and business schedules for service targets
Fields on the Step 2 of 4 tab of the Service Target wizard
The following table describes fields in the Step 2 of 4 tab of the Service Target wizard for both the Basic and Advanced modes. The Advanced mode includes all the fields from the Basic mode with additional options that you can use to define your service target.
Field/Area on form | Description | Basic/Advanced |
|---|---|---|
Goal and Cost | Use Single Goal and Cost is the field (area) where you enter a single goal and cost. With Use Goal and Cost Schedule, you can set up different cost structures for different days and times according to the impact on the business if the agreement is not met. For example, if a server is down between 12:00 A.M. and 6:00 A.M. on Monday morning when few people are accessing the server, you can set the costs incurred at a lower rate than between 1:00 P.M. and 4:00 P.M. on a Wednesday afternoon when most of the employees require access to the server. | Advanced |
Single Goal and Cost | Hours are target hours that represent the time within which the request must be resolved. Minutes are target minutes that represent the time within which the request must be resolved. Impact Cost is the currency and the amount that is incurred for each minute the goal is missed. | Basic |
Use Goal as defined on the Application Form | This checkbox specifies that a goal has already been set in a form in your application and is specific to the request. Important: This option is disabled until you configure the data source to allow this option. | Advanced |
Use Start Time as defined on the Application Form | This checkbox specifies that an application form field that stores the time when the Start When measurement criteria are met; otherwise, the system time is used. Important: This option is disabled until you configure the data source to allow this option. | Advanced |
Business Schedules | Use this area to set times when metrics and milestones are ignored and are not included in the performance measurements because of the business schedules. From the Business Entity list, select a predefined business entity to determine your service target's business hours or you can check Use on App Form to use the Business Entity information from the application form. | Basic |
Use on App Form | This checkbox determines whether the Business Entity is used on the application form. Important: This option is disabled until you configure the data source to allow this option. | Advanced |
Goal and Cost Schedule | ||
Name | When you select the Use Goal and Cost Schedule option, this field is enabled to allow you to enter a name for the schedule. | Advanced |
View (list) | (Required) You must include a default setting to view. A default setting applies to all times other than those that you have set. For example, if you set costs for Mondays, Wednesdays, and Thursdays, 9:00 A.M. to 5:00 P.M., the default value applies to all the days and times outside these settings. | Advanced |
Link to this template | This checkbox indicates whether or not you want the name linked to the template that you are creating. | Advanced |
Add | When you select Use Goal and Cost Schedule, this button is enabled for you to enter the goal and cost schedule information, after which the cost schedule is added to the Goal and Cost Schedule table on the Service Target wizard. You can set as many cost schedules as you need for your service. You can specify the following goal and cost schedule information:
| Advanced |
View | You can view the selected goal and cost schedules that are displayed in the table. | Advanced |
Delete | You can delete the selected goal and cost schedules that are displayed in the table. | Advanced |
Copy | You can copy the selected goal and cost schedules that are displayed in the table. | Advanced |
To add goals, cost, and business schedules for service targets (Step 2 of 4)
(Click the forward play icon to see the entire process)