Setting Up Service Metrics

You can set up service metrics for service requests. A metric provides a benchmark to measure performance for a service request.

Note: You name service metrics in the Service Metrics view, but you define service metrics in detail in the Entitlement Templates view. After you define entitlements and service metrics, users can associate an entitlement with a service request. For more information, see Defining Metrics for Entitlement Templates and Selecting Entitlements for Service Requests (End User).

This task is a step in Process of Administering Service Requests.

To set up a service metric

1. Navigate to the Administration - Service screen, then the Service Metrics view.

2. Create a new service metric record, and complete the fields as appropriate.