Information Technology Reference
In-Depth Information
FIGURE 4-4 Create/Edit Metric
6. Click OK to create the metric.
To create a metric for service requests, perform the following steps:
1.
In the Administration workspace of the Service Manager console, click Metric, under
Service Level Management.
In the Tasks menu, click Metric, and then click Create Metric.
2.
In the Create/Edit Metric dialog box, click Browse.
3.
In the Select A Class dialog box, click Service Request, as shown in Figure 4-5, and click
OK.
4.
Provide a name for the metric. On the Start Date drop-down list, select the event that
you will use to start measuring the time taken to resolve the service request. For exam-
ple, you might choose Created Date. On the End Date drop-down list, select the event
that will be used to conclude measuring the time taken to resolve the service request.
For example, you might choose Completed Date. Figure 4-6 shows an example of the
Create/Edit Metric dialog box for a service request.
5.
 
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