Additional Features
Reports
Report about Cost of Unavailability of a Service
5min
This document is intended to verify the report that demonstrates the cost per hour of unavailability of a service, where:
- Time Available: time (within the working day) that incidents of the service became available in the period;
- Time of Unavailability: time in hours (within the working day) that service incidents became unavailable;
- Number of breakdowns: number of service incidents;
- MTBSI = Time available / Nº of breakdowns;
- MTBF = (Time available - Time of unavailability) / Nº of Breakdowns;
- MTRS = Time of Unavailability / Nº of breakdowns.
In the service portfolio, a service must have the "Incident" attribute with the "Cause of Unavailability" field set as "YES";
In the "Contract" attribute of a chosen service, the incident must be linked, as well as define the Cost of Unavailability, Availability Agreement and also link the Calendar;
The report available in the attachment should be imported into the "Smart Report Creator".
Step 1
- Access Reports > Smart Reports > Smart Report Creator;
- Click on "Import";
- Select the file available (attachment) and click on "Open";
- In the reports list page, click on "Edit" of the report imported;
- Select the "None" option in the "Module(s) where it will be displayed" field and define the group(s);
- Click on "Save".
Step 2
- Access the main menu Processes > Portfolio and Catalog Management > Portfolio;
- Choose the portfolio you want and click on "Advance";
- Choose the service you want and click on "Advance";
- Click on the "Incidents" attribute, then on "New Incident" (the "Type of Demand" field must be Incident, as well as the "Cause of Unavailability" field must be "YES");
- Click on "Save";
- Click on "Link Incident" and link the incident previously created.
Step 3
- Click on the "Contracts" attribute of the service;
- Select a contract and click on "Advance";
- Click on the "Incidents" attribute of the contract and then on the "Link Incident";
- Complete the available fields by adding the incident previously created;
- Click on "Save";
- Click on the "Cost of Unavailability" attribute, define the value, and click on "Save";
- Click on the "Availability Agreement" attribute, then on "Link Availability Agreement" and define the SLA;
- Click on the "Calendar" attribute, thenon "Link Calendar" and define a calendar.
Access the management panel in Smart Portal, add the previously imported report, define the dates and check the report.
The report can also be viewed in Smart Reports.
