Service Domains are logical groupings of service-level aspects that enable the system to measure provisioning in different categories. Examples of Service Domains include Availability, Backup, and Help Desk. Service Domains have Domain Categories that describe the specific aspects of common service-level characteristics. You can create as many Domain Categories as needed for your customer service agreement. You can create specific Domain Categories to define Metrics to use in Contracts. Domain categories enable the user to view specific measurements of selected service aspects.
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Service Domains are logical groupings of service-level aspects that enable the system to measure provisioning in different categories. Examples of Service Domains include Availability, Backup, and Help Desk. Service Domains have Domain Categories that describe the specific aspects of common service-level characteristics. You can create as many Domain Categories as needed for your customer service agreement. You can create specific Domain Categories to define Metrics to use in Contracts. Domain categories enable the user to view specific measurements of selected service aspects.
On the Service Domains page, Generic formulas is an initial service domain. You cannot edit these formulas.
Contents
Add a Service Domain
To enable the system to measure provisioning of different categories, create a service domain.
Follow these steps:
Click Design, Foundation Entities, Service Domains.
Click Add New.
Specify a name and description.
Click Save&Continue.
CA Business Service Insights
adds the service domain to the system.
Domain Categories
Domain Categories describe a specific aspect of a Service within a Service Domain. For example, a Service Domain Help Desk that describes all service level issues for that department. Service domains can include categories that describe particular aspects of Help Desk service, such as Resolution Time or Response Time.
A Domain Category is specific to a Service Domain. A Service Domain can have Domain Categories with varied parameters and units of measurement. However, all Metrics within a Domain Category use the same measurement unit. Manage Domain Categories on the Service Domain page.
Add a Domain Category
To define a specific aspect of Service Domain, create a Domain Category.
Follow these steps:
On the Service Domains page, click
next to the Service Domain.Click Add Domain Category, and specify the Name and Description.
Select the maximum or minimum target for the service level fromthe Default Service Level Target drop-down list.For example, "Mean Time to Repair takes a maximum 6 hours" or "Service Availability is a minimum of 99%".
In Report precision, specify the number of decimal places to display in reports.
Select a unit of measurement for all the metricsfor this domain category fromthe drop-down list.
If the required unit is not available, add the unit.
(Optional) Specify the minimum or maximum value for the service-level target, according to the unit of measurement.
The Minimal and the Maximal target limit the service-level targets of contracts. Base the targets on your business requirements.
(Optional)To specify that the calculation engine creates best-case and worst-case scenarios for this domain category, select Prediction metric.
The system uses the predictions for alerts and dashboard thresholds. The predictions are based on the results for the tracking period up to the date of the calculation.
The following steps relate to predictions:
If you selected Prediction metric, select a function from the Prediction metric drop-down list. The prediction uses the selected function to produce scenarios, as follows:
Average (weighted average)
Maximum
Minimum
In Optimistic value and Pessimistic value, specify the best-case and worst-case values.
The system uses thesevalues in the calculation of certain alerts, such as Predicted Penalty and Predicted Service Level, and for Dashboardthresholds.
In Thresholds, define threshold values for roll-up calculations in the Dashboard.
In Thresholds refer to, select if the thresholds are defined as Measurement or Deviation.
In Threshold values, set a value for the Yellow threshold and the Red threshold for Dashboard calculations.
Click Save.
CA Business Service Insights
adds the domain category to the service domain.
next to the Service Domain.Sample Service Domains and Domain Categories
The following table lists common service domains and domain categories:
Service Domain | Domain Category |
System Availability | % of time available Number of outages/downtimes Mean time to repair Mean time between failures |
Service Availability | Minutes of downtime Number of disrupted days Financial Management Service cost |
Process Performance | % Processescompleted on time Number completed process cycles % Incidents resolved < T1 |
Incident Management | % Incidents responded to < T1 Number of incidents % Incidentsconverted to problem |
% Customer satisfaction | Average CSI score |
Helpdesk Performance | % Abandoned calls Average call pickup time % FLLR (First-Level Resolution Rate) |
Data Quality | % Accuracy % Timeliness Number of errors/defects |
Foundation Entities
