Service targets
Components of service targets
A service target must include one set of terms and conditions or Key Performance Indicator (KPI) definition, one goal type to determine the method of how a target is met or missed, and a measurement criteria.
A service target can optionally include impact costs and one or more milestones with one or more actions associated with each milestone.
Essential service type components | Optional service type components |
|---|---|
One set of terms and conditions or KPI definition | Impact costs |
One goal type | One or more milestones with one or more actions associated with each milestone |
Measurement criteria | Not applicable |
Statuses and states of service targets
The following statuses of service targets are possible:
- Enabled—The service target is active.
- Disabled—The service target is inactive.
- Invalid—The service target is inactive and no longer in operation.
Measurement states of service targets
As you meet certain service target criteria, the status goes through several states. The states might be visible in reports or in the dashboards.
The following table describes the measurement states for service targets.
State | Description |
|---|---|
Attached | The Terms and Conditions apply and the record is created. |
In Process | The Start When measurement criteria are met; the measurements are taking place. |
Pending | The Exclude measurement criteria are met; measurements are not taking place. |
Warning | The Start When measurement criteria are met; the specified percentage of goal time has been met. The default is 50%. |
Met/Missed | The Stop When measurement criteria are met; the goal is assessed as being Met or Missed. |
Missed Goal | The specified goal time has passed and there is no change in the status of the incident ticket. For example, when the Stop When criteria has not been met. |