My On-target Service Costs metric

Determines the level of responsiveness based on defined service-level metrics.

Details of the metric Description
Name My On-target Service Costs
Category Operational
Analysis objective for exception conditions Determines how the logged-in IBM® TRIRIGA® user is performing based on service-level metrics that are defined in the terms and conditions of service agreements, blanket purchase orders, and real estate lease contracts. Determines whether an individual’s work or the organization they report to are performing or trending toward performance outside of customer expectations. Uses time trend analysis to compare seasonal peaks, anomalies, or trends.
Description Informs an individual service technician how he or she and his or her organization are performing. The customer company or agency expects that services are performed within the cost that is specified in the agreements and contracts. These expectations are recorded in the service matrix that is associated with the agreements and contracts based on the service that is requested, the requesting organization, and the geography or location of the request. This combination appends the estimated cost of the service level to the tasks.
Source Customer Focus Group
Measurement Actual Task Cost / Planned Task Cost
Dependent data that is calculated
  • Task – includes all Task types with a Responsible Organization section
  • Planned costs, Actual Costs, for completed or closed tasks
Roles
  • OP Service Manager
  • OP Service Technician
Display chart types
  • Value-based: Horizontal Grouped Bar (percent) Chart (Capture Period: Vertical Grouped Bar (percent) Chart)
  • Score-based: Horizontal Stacked Bar Chart (Capture Period: Vertical Stacked Bar Chart)
Thresholds
  • Low Threshold: .8 (80%)
  • High Threshold: 1 (100%)
  • Range 1: Under Target/Caution/Yellow
  • Range 2: On Target/Positive/Green
  • Range 3: Over Target/Negative/Red
Fact details Module: triMetricFact

Business Object: triTaskDetailFact

Metric Queries: triTaskDetailFact - Metric - My On-Target Service Costs, triTaskDetailFact - Metric - My On-Target Service Costs (Score)
Drill paths
  • Geography
  • Location
  • Assigned Resource
  • Request Class
  • Responsible Organization
  • Capture Period
Interactive filters
  • Geography
  • Location
  • Responsible Organization
  • Request Class
  • Assigned Resource
Static filters None
Suppress zero values
  • Yes, suppress graphic display of zero values
  • Yes, suppress interactive filters list or drill-path list with zero values
Time Months
Data point refresh rate Monthly
License dependency IBM TRIRIGA Operations
Functional dependency
  • Task Management
  • Service Management
  • Contract Management with Service Matrix entries