How and when to use Service Targets?

[pcpolo]

Hi,

I read about service targets in SDM wiki, but dont undertand how is used.

How and when service targets are usefull, what is the help that an analyst or supervisor can get from this?

 

I understand that measures time, but when is the begining and the end. It's possible to use this to measure  only the time of WIP (or other) status?

 

Regards,

Pedro

[Carol Piccus]

Pedro –

 

Service Targets are a good way to track your OLA metrics. For example, if priority 1 incidents should be acknowledged within 30 minutes of being opened, a Service Target can be set to track when the ticket switches from “open” to the next status. The begin time is when the target is applied (which is when the service type is applied). When the target is reached, SDM will capture at what time (and if that was over/under the target, and by how much). So this is information not so much for the analyst but for the supervisors to determine effectiveness in hitting set targets.

 

Carol