Measurement criteria for service targets

In the Step 3 of 4 tab of the Service Target wizard, if you are not using a template for your measurement criteria, you can specify your own measurement criteria to define the circumstances under which your measurements start, stop, and pause. You can use a current measurement template or provide your own criteria for the measurement conditions. Measurement criteria for request-based service targets specify the conditions when measurements should take place, for example, the time taken to respond or to resolve service requests. You might want to set different targets for Urgent, High, Medium, or Low-priority requests.

Related topics

Goals-cost-and-business-schedules-for-service-targets

Defining-milestones-and-actions-for-service-targets

For example, you could specify that the measurement for a resolution time for an incident starts when the Service Status is set to Assigned and stops when the Service Status is set to Resolve. You could also specify conditions when the measurement should pause and ignore what happens, such as when the Service Status is set to Pending.

A sample request form that you could use to explore how service targets apply requests is the SLM:Service Request form. In this example, if a user submits a service desk request to correct a computer problem and it is assigned to a service technician, the measurement criteria, Service Status >= Assigned, triggers the measurement to begin. The measurement stops when the service technician corrects the problem and changes the Service Status to Resolved. The time that is recorded is compared to the service target goal time and the status of the service target measurement is updated to Met or Missed. However, if an urgent service request is created for a computer repair, the service target for the resolution time of one hour for urgent requests is attached to the service request.

The measurement for this service target is set to begin when the Service Status is In Process and set to end when the Service Status is Resolved. The measurement should be excluded when the Service Status is Pending. An impact cost of $20 per minute is incurred for missing the goal time.

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Fields on the Step 3 of 4 tab of the Service Target wizard

The following table describes fields in the Step 3 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

Use Template For Measurement Criteria

Perform the following tasks:

  • Select a template from the list of predefined templates. When you select a template, the Link to this template check box is automatically checked and the Measurement Criteria section is disabled.
  • If you want to modify the Measurement Criteria section, uncheck the Link to this template check box.

Basic

Measurement Criteria

Enter details in the following fields:

  • Description—Add the description for your request-based goal.
  • Start When—Click Define to open the Qualification Builder so that you can specify a qualification to indicate when to start measuring for the specified goal. For example, 'Status' >= "New".
  • Stop When—Click Define to open the Qualification Builder so that you can specify a qualification to indicate when to stop measuring for the specified goal. For example, 'Status' >= "Resolved".
  • Exclude—Click Define to open the Qualification Builder so that you can specify a qualification that indicates when to exclude measuring for the specified goal. For example, you can exclude measuring the goal when 'Status' = "Pending" AND 'Status_Reason' = 13000.

Important: Do not include special characters or carriage returns in your qualifications for Start When, Stop When, and Exclude.

Basic

Measurement Options

Enter a percentage in the Set Warning Status At field. This value is a percentage of the service target goal time. When this goal is met, the service target status changes to Warning. The default value is 50%.

Basic

Group

Select the group for the service target.

Advanced

Reset Goal for Same Request?

Use this option to allow the service target to start a new measurement if the current measurement is stopped when certain conditions are met.

Advanced

Allow Service Target to Re-Open?

Select Yes to allow service target measurements to continue when a request is closed and subsequently reopened.

For example, a service technician could close the request, but the submitter asks that the request be opened again because a problem still exists. The time between the closing of the record and the reopening is considered Unknown and does not count towards meeting the goal. When this feature is enabled, check the Start and Stop criteria to ensure that the measurement does not reopen for a condition that you are not expecting. The request might be modified so that it meets the Start condition and not the Stop condition of the service target. For example, if your Start and Stop criteria are: Start When: 'Status' > "New " Stop When: 'Status' = "Resolved", the request reopens if the status is set to a value after "Resolved" such as "Closed" (it meets the Start condition and not the Stop condition). You can prevent this by changing the Stop condition to 'Status' >= "Resolved."

Select No to turn off the capability to allow the service target to reopen.

Advanced


To add measurement criteria for service targets (Step 3 of 4)

(Click the forward play icon to see the entire process)

 

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