Technical References
1-46
Cisco Prime Service Catalog 10.0 Reporting Guide
OL-31037-01
Chapter 1 Advanced Reporting Data Mart
Metrics and Attributes
Measures of Service Volume: Who is the Customer?
In the way that many customers’ services are implemented, the name of the person who is the end
customer of a service delivery is stored in the order form for the service. This information is not
accessible in the Standard Reports Package and its prebuilt reports. So there are two options for
registering the “customer” of the service delivery:
•
Many reports refer to the CUSTOMERFIRSTNAME and CUSTOMERLASTNAME fields. If the
end customer of a service is stored on the order form, these fields refer to the person who requested
the service, and not necessarily the person for whom the service was performed. However, it is your
only option for identifying an individual person as the customer.
•
The ORGANIZATIONALUNITNAME field refers to the organizational unit that would be “billed”
for the service delivery, if costs were being allocated. This is another way of thinking about who the
customer is.
The choice is yours; we just want to make sure you are clear on the implications of the choice.
Measures of Task Delivery Performance
Measuring the performance of individuals
Tasks can be assigned to individuals or assigned to queues from which individuals can draw work. The
data that is available in the Standard Reports Package and prebuilt reports (specifically the fields
PERFORMERID, PERFORMERFIRSTNAME, PERFORMERLASTNAME, PERFORMEROUID and
PERFORMEROUNAME in DM_SERVICETASKDETAIL and
DM_AUTHORIZATIONTASKDETAIL) can refer to a person under one of three conditions:
•
The task has been assigned directly to that individual, and no other person has ever worked on it.
•
The task has been assigned to a queue, and the performer is the only person who has ever worked
on it.
•
The task has been assigned to a queue, and the performer is the last person who worked on it, but
there may have been others. In this case, the performance of the person listed in the report is not
their own, but is also affected by all the people who previously touched the task. So it is not a fair
measure of the performance of the individual named.
The first condition can be distinguished from the data in the Standard Reports Package. However, the
second and third cannot. This means that reports that attempt to measure the performance of individuals
will only fairly represent their performance if service teams have very clear and consistent rules about
not sharing responsibility for tasks. For this reason, a disclaimer appears on all prebuilt reports that
measure the performance of individuals.
On-Time % The percent of services or tasks completed on or before their calculated
due date
Standard Compliance % The percent of services or tasks completed within their configured
duration
Metric Name Description