Configure and maintain service management - Monitoring and Operating a Private Cloud - page 250

MORE INFO CALENDAR ITEMS
You can learn more about calendar items at http://technet.microsoft.com/en-us/library/
hh519740.aspx .
Creating metrics
You use the Metric node to create time metrics using calendar items that correspond to
service objectives. A Service Manager time metric is the amount of time that occurs between
a start time and an end time. Service Manager terminology specifies both of these as “date,”
but it is important for you to note that a Service Manager “date” includes the hour, minute,
and second information, and is not simply the calendar day.
Service Manager includes the following predefined metrics:
■ Resolution Time This is the maximum allowed time for incident resolution. Service
Manager calculates resolution time using an incident's creation time and resolution
date.
■ Completion Time This is the maximum allowed time for service request completion.
Service Manager calculates completion time, a service request's creation time, and
completion date.
Metrics for incidents and metrics for service requests use separate Service Manager classes.
When creating an incident or metric for service requests, you don't just have to choose cre-
ation date and resolution date. You can choose to assign one of the following items for Start
Date and for End Date:
■ Actual Downtime End Date
■ Actual Downtime Start Date
■ Actual End Date
■ Actual Start Date
■ Closed Date
■ Created Date
■ First Assigned Date
■ First Response Date
■ Required By
■ Resolve By
■ Resolved Date