Technical References

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Cisco Prime Service Catalog 10.0 Reporting Guide
OL-31037-01
Chapter 1 Advanced Reporting Data Mart
Advanced Reporting Module
Metrics and Attributes
Metrics and attributes in the data mart are derived using the computations explained below.
Task Duration
Three measures of task duration are available in the task-based fact tables:
• ActualDuration measures the elapsed number of work hours, according to the customer's calendar,
that it took for the task to be performed.
• PerformerActualDuration measures the elapsed number of work hours, according to the performer's
calendar, for the task to be performed.
• DefaultDuration is the number specified by the service designer which designates the amount of
time a task should take.
Assume, for example:
• The performer's calendar specifies 9-hour work days
• The task became active at 9 am on a Monday (a work day)
• The performer finished the task at 10 am the following day
In this case, the PerformerActualDuration would be 10 hours.
Task On-Time Flag
A task is determined to be on time by comparing the time it was completed (CompletedDateTime) to the
time it was scheduled to be completed (ScheduledDateTime). Duration (actual and default) is not used
directly in this computation, although, of course, it was originally used to compute the due date and time.
Task Standard Compliance Flag
A task is determined to be in compliance with its Operating Level Agreement (OLA) by comparing the
performer actual duration (number of work hours between the time it was started and the time it was
marked as completed) to the default duration designated for the task. The task is in compliance (the
StandardComplianceFlag is 1) if the actual duration is less than the default duration.
Service Standard Compliance Flag
A service is determined to be in compliance with its Service Level Agreement (SLA) by totaling the
actual duration of all component tasks and comparing this total to the default duration designated for the
service. (Default duration is the Standard Duration which is configured by the service designer on the
General Tab for the service). The service is in compliance (the StandardComplianceFlag is 1) if the
actual duration is less than the default duration.
The service default duration is entered and maintained manually and not validated against the component
tasks of the service. Service designers should review the default duration, to ensure that it correctly
reflects the default workflow, in terms of tasks completed and their durations, anticipated for the service.