How do I configure my service levels, delivery targets, and escalations for Performance Management?

Service Levels defined through the Operations Performance Management module consist of metrics. A metric is any change in workflow state for a work order. Each metric includes a defined target time and escalation if that target is not achieved. Escalations can include notifying a recipient and/or automatically reassigning the work order to another user. This section describes the process of configuring your service levels, delivery targets, and escalations.

To configure your Service Level metrics:

1. Click ADMIN > Performance Management > OPM Configuration.
2. Click the CONFIGURATION
3. Enter a Service Level name and click the adjacent to save.
   
   
   
   
4. Click the down arrow located to the left of the service level to expose the metrics fields.
5. Click < click to add a new Metric >.
6. Enter a Start Metric, End Metric, and Target in days, hours, or minutes.
7. Click the corresponding to save.    
8. Click the down arrow located next to Start Metric.
9. Click < click to add a new Escalation >.
   
   
   
   
10. Select the Action, Lag Time, and Recipients.
    1. Action – Defines whether an email or reassignment occurs when the work order violates a service level metric.
    2. Lag Time – The amount of time between the start of the metric and when the escalation is triggered.
    3. Recipients – The Point Person is the role (and corresponding employee or vendor user) who is notified and/or reassigned to the work order following a service level violation. Staff assignment to Point People roles is accomplished on the Point People See the Configuring Point People section for further direction.
11. Click the corresponding to save.
12. Repeat steps 3-11 until all Metrics and Escalations have been configured.
13. Once the Service Levels have been configured, click  at the bottom of the page.