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"#/context/definitions/schemas/escalatedIncidentPercentage" } }, "of": [ { "value": "-2", "condition": "serviceDesk_KPI_24C > 1.00 && serviceDesk_KPI_24C <= 2.00" }, { "value": "-3", "condition": "serviceDesk_KPI_24C > 2.00 && serviceDesk_KPI_24C <= 3.00" }, { "value": "-5", "condition": "serviceDesk_KPI_24C > 3.00 && serviceDesk_KPI_24C <= 100.00" } ] } ] }, { "scope": { "priority": "P2", "node": "*", "center": "*" }, "objective": "serviceDesk_KPI_24C <= 2.00", "with": { "serviceDesk_KPI_24C": {} }, "window": { "type": "static", "period": "monthly", "initial": "2014-10-16" }, "evidences": [ { "serviceDesk_KPI_24C_evidence": { "$ref": "#/terms/metrics/serviceDesk_KPI_24C_evidence" } }, { "issue_start": { "$ref": "#/terms/metrics/issue_start" } }, { "issue_end": { "$ref": "#/terms/metrics/issue_end" } }, { "issue_duration": { "$ref": "#/terms/metrics/issue_duration" } }, { "issue_idle_time": { "$ref": "#/terms/metrics/issue_idle_time" } }, { "issue_subject": { "$ref": "#/terms/metrics/issue_subject" } }, { "issue_source": { "$ref": "#/terms/metrics/issue_source" } }, { "issue_typology": { "$ref": "#/terms/metrics/issue_typology" } }, { "issue_priority": { "$ref": "#/terms/metrics/issue_priority" } }, { "issue_resource": { "$ref": "#/terms/metrics/issue_resource" } }, { "issue_node": { "$ref": "#/terms/metrics/issue_node" } }, { "issue_center": { "$ref": "#/terms/metrics/issue_center" } }, { "issue_resolutor": { "$ref": "#/terms/metrics/issue_resolutor" } } ], "penalties": [ { "over": { "escalatedIncidentPercentage": { "$ref": "#/context/definitions/schemas/escalatedIncidentPercentage" } }, "of": [ { "value": "-1.5", "condition": "serviceDesk_KPI_24C > 2.00 && serviceDesk_KPI_24C <= 3.00" }, { "value": "-2", "condition": "serviceDesk_KPI_24C > 3.00 && serviceDesk_KPI_24C <= 5.00" }, { "value": "-3", "condition": "serviceDesk_KPI_24C > 5.00 && serviceDesk_KPI_24C <= 100.00" } ] } ] }, { "scope": { "priority": "P3", "node": "*", "center": "*" }, "objective": "serviceDesk_KPI_24C <= 7.50", "with": { "serviceDesk_KPI_24C": {} }, "window": { "type": "static", "period": "monthly", "initial": "2014-10-16" }, "evidences": [ { "serviceDesk_KPI_24C_evidence": { "$ref": "#/terms/metrics/serviceDesk_KPI_24C_evidence" } }, { "issue_start": { "$ref": "#/terms/metrics/issue_start" } }, { "issue_end": { "$ref": "#/terms/metrics/issue_end" } }, { "issue_duration": { "$ref": "#/terms/metrics/issue_duration" } }, { "issue_idle_time": { "$ref": "#/terms/metrics/issue_idle_time" } }, { "issue_subject": { "$ref": "#/terms/metrics/issue_subject" } }, { "issue_source": { "$ref": "#/terms/metrics/issue_source" } }, { "issue_typology": { "$ref": "#/terms/metrics/issue_typology" } }, { "issue_priority": { "$ref": "#/terms/metrics/issue_priority" } }, { "issue_resource": { "$ref": "#/terms/metrics/issue_resource" } }, { "issue_node": { "$ref": "#/terms/metrics/issue_node" } }, { "issue_center": { "$ref": "#/terms/metrics/issue_center" } }, { "issue_resolutor": { "$ref": "#/terms/metrics/issue_resolutor" } } ], "penalties": [ { "over": { "escalatedIncidentPercentage": { "$ref": "#/context/definitions/schemas/escalatedIncidentPercentage" } }, "of": [ { "value": "-0.75", "condition": "serviceDesk_KPI_24C > 7.50 && serviceDesk_KPI_24C <= 11.00" }, { "value": "-1.25", "condition": "serviceDesk_KPI_24C > 11.00 && serviceDesk_KPI_24C <= 14.50" }, { "value": "-1.75", "condition": "serviceDesk_KPI_24C > 14.50 && serviceDesk_KPI_24C <= 100.00" } ] } ] } ] }, { "id": "serviceDesk_KPI_24A", "scope": { "priority": { "$ref": "#/context/definitions/scopes/serviceDesk/priority" }, "node": { "$ref": "#/context/definitions/scopes/serviceDesk/node" }, "serviceLine": { "$ref": "#/context/definitions/scopes/serviceDesk/serviceLine" }, "activity": { "$ref": "#/context/definitions/scopes/serviceDesk/activity" } }, "of": [ { "scope": { "priority": "P1", "node": "*" }, "objective": "serviceDesk_KPI_24A <= 1.00", "with": { "serviceDesk_KPI_24A": {} }, "window": { "type": "static", "period": "monthly", "initial": "2014-10-16" }, "evidences": [ { "serviceDesk_KPI_24A_evidence": { "$ref": "#/terms/metrics/serviceDesk_KPI_24A_evidence" } }, { "issue_start": { "$ref": "#/terms/metrics/issue_start" } }, { "issue_end": { "$ref": "#/terms/metrics/issue_end" } }, { "issue_duration": { "$ref": "#/terms/metrics/issue_duration" } }, { "issue_idle_time": { "$ref": "#/terms/metrics/issue_idle_time" } }, { "issue_subject": { "$ref": "#/terms/metrics/issue_subject" } }, { "issue_source": { "$ref": "#/terms/metrics/issue_source" } }, { "issue_typology": { "$ref": "#/terms/metrics/issue_typology" } }, { "issue_priority": { "$ref": "#/terms/metrics/issue_priority" } }, { "issue_resource": { "$ref": "#/terms/metrics/issue_resource" } }, { "issue_node": { "$ref": "#/terms/metrics/issue_node" } }, { "issue_center": { "$ref": "#/terms/metrics/issue_center" } }, { "issue_resolutor": { "$ref": "#/terms/metrics/issue_resolutor" } } ], "penalties": [ { "over": { "escalatedIncidentPercentage": { "$ref": "#/context/definitions/schemas/escalatedIncidentPercentage" } }, "of": [ { "value": "-2", "condition": "serviceDesk_KPI_24A > 1.00 && serviceDesk_KPI_24A <= 2.00" }, { "value": "-3", "condition": "serviceDesk_KPI_24A > 2.00 && serviceDesk_KPI_24A <= 3.00" }, { "value": "-5", "condition": "serviceDesk_KPI_24A > 3.00 && serviceDesk_KPI_24A <= 100.00" } ] } ] }, { "scope": { "priority": "P2", "node": "*" }, "objective": "serviceDesk_KPI_24A <= 2.00", "with": { "serviceDesk_KPI_24A": {} }, "window": { "type": "static", "period": "monthly", "initial": "2014-10-16" }, "evidences": [ { "serviceDesk_KPI_24A_evidence": { "$ref": "#/terms/metrics/serviceDesk_KPI_24A_evidence" } }, { "issue_start": { "$ref": "#/terms/metrics/issue_start" } }, { "issue_end": { "$ref": "#/terms/metrics/issue_end" } }, { "issue_duration": { "$ref": "#/terms/metrics/issue_duration" } }, { "issue_idle_time": { "$ref": "#/terms/metrics/issue_idle_time" } }, { "issue_subject": { "$ref": "#/terms/metrics/issue_subject" } }, { "issue_source": { "$ref": "#/terms/metrics/issue_source" } }, { "issue_typology": { "$ref": "#/terms/metrics/issue_typology" } }, { "issue_priority": { "$ref": "#/terms/metrics/issue_priority" } }, { "issue_resource": { "$ref": "#/terms/metrics/issue_resource" } }, { "issue_node": { "$ref": "#/terms/metrics/issue_node" } }, { "issue_center": { "$ref": "#/terms/metrics/issue_center" } }, { "issue_resolutor": { "$ref": "#/terms/metrics/issue_resolutor" } } ], "penalties": [ { "over": { "escalatedIncidentPercentage": { "$ref": "#/context/definitions/schemas/escalatedIncidentPercentage" } }, "of": [ { "value": "-1.5", "condition": "serviceDesk_KPI_24A > 2.00 && serviceDesk_KPI_24A <= 3.00" }, { "value": "-2", "condition": "serviceDesk_KPI_24A > 3.00 && serviceDesk_KPI_24A <= 5.00" }, { "value": "-3", "condition": "serviceDesk_KPI_24A > 5.00 && serviceDesk_KPI_24A <= 100.00" } ] } ] }, { "scope": { "priority": "P3", "node": "*" }, "objective": "serviceDesk_KPI_24A <= 7.50", "with": { "serviceDesk_KPI_24A": {} }, "window": { "type": "static", "period": "monthly", "initial": "2014-10-16" }, "evidences": [ { "serviceDesk_KPI_24A_evidence": { "$ref": "#/terms/metrics/serviceDesk_KPI_24A_evidence" } }, { "issue_start": { "$ref": "#/terms/metrics/issue_start" } }, { "issue_end": { "$ref": "#/terms/metrics/issue_end" } }, { "issue_duration": { "$ref": "#/terms/metrics/issue_duration" } }, { "issue_idle_time": { "$ref": "#/terms/metrics/issue_idle_time" } }, { "issue_subject": { "$ref": "#/terms/metrics/issue_subject" } }, { "issue_source": { "$ref": "#/terms/metrics/issue_source" } }, { "issue_typology": { "$ref": "#/terms/metrics/issue_typology" } }, { "issue_priority": { "$ref": "#/terms/metrics/issue_priority" } }, { "issue_resource": { "$ref": "#/terms/metrics/issue_resource" } }, { "issue_node": { "$ref": "#/terms/metrics/issue_node" } }, { "issue_center": { "$ref": "#/terms/metrics/issue_center" } }, { "issue_resolutor": { "$ref": "#/terms/metrics/issue_resolutor" } } ], "penalties": [ { "over": { "escalatedIncidentPercentage": { "$ref": "#/context/definitions/schemas/escalatedIncidentPercentage" } }, "of": [ { "value": "-0.75", "condition": "serviceDesk_KPI_24A > 7.50 && serviceDesk_KPI_24A <= 11.00" }, { "value": "-1.25", "condition": "serviceDesk_KPI_24A > 11.00 && serviceDesk_KPI_24A <= 14.50" }, { "value": "-1.75", "condition": "serviceDesk_KPI_24A > 14.50 && serviceDesk_KPI_24A <= 100.00" } ] } ] } ] }, { "id": "serviceDesk_KPI_24A_C", "scope": { "priority": { "$ref": "#/context/definitions/scopes/serviceDesk/priority" }, "node": { "$ref": "#/context/definitions/scopes/serviceDesk/node" }, "center": { "$ref": "#/context/definitions/scopes/serviceDesk/center" }, "serviceLine": { "$ref": "#/context/definitions/scopes/serviceDesk/serviceLine" }, "activity": { "$ref": "#/context/definitions/scopes/serviceDesk/activity" } }, "of": [ { "scope": { "priority": "*", "node": "*", "center": "*" }, "objective": "serviceDesk_KPI_24A_current_penalty * serviceDesk_KPI_24A_last_penalty == 0", "with": { "serviceDesk_KPI_24A_current_penalty": { "offset": 0 }, "serviceDesk_KPI_24A_last_penalty": { "offset": -1 } }, "window": { "type": "static", "period": "monthly", "initial": "2014-10-16" }, "penalties": [ { "over": { "escalatedIncidentPercentage": { "$ref": "#/context/definitions/schemas/escalatedIncidentPercentage" } }, "of": [ { "value": "-0.5", "condition": "serviceDesk_KPI_24A_current_penalty * serviceDesk_KPI_24A_last_penalty > 0" } ] } ] } ] }, { "id": "serviceDesk_KPI_65A", "scope": { "priority": { "$ref": "#/context/definitions/scopes/serviceDesk/priority" }, "node": { "$ref": "#/context/definitions/scopes/serviceDesk/node" }, "serviceLine": { "$ref": "#/context/definitions/scopes/serviceDesk/serviceLine" }, "activity": { "$ref": "#/context/definitions/scopes/serviceDesk/activity" } }, "of": [ { "scope": { "node": "*" }, "objective": "serviceDesk_KPI_65A <= 1.00", "with": { "serviceDesk_KPI_65A": {} }, "window": { "type": "static", "period": "monthly", "initial": "2014-10-16" }, "evidences": [ { "serviceDesk_KPI_65A_evidence": { "$ref": "#/terms/metrics/serviceDesk_KPI_65A_evidence" } }, { "issue_start": { "$ref": "#/terms/metrics/issue_start" } }, { "issue_end": { "$ref": "#/terms/metrics/issue_end" } }, { "issue_duration_K05": { "$ref": "#/terms/metrics/issue_duration_K05" } }, { "issue_idle_time": { "$ref": "#/terms/metrics/issue_idle_time" } }, { "issue_subject": { "$ref": "#/terms/metrics/issue_subject" } }, { "issue_source": { "$ref": "#/terms/metrics/issue_source" } }, { "issue_typology": { "$ref": "#/terms/metrics/issue_typology" } }, { "issue_priority": { "$ref": "#/terms/metrics/issue_priority" } }, { "issue_resource": { "$ref": "#/terms/metrics/issue_resource" } }, { "issue_node": { "$ref": "#/terms/metrics/issue_node" } }, { "issue_center": { "$ref": "#/terms/metrics/issue_center" } }, { "issue_resolutor": { "$ref": "#/terms/metrics/issue_resolutor" } } ], "penalties": [ { "over": { "escalatedIncidentPercentage": { "$ref": "#/context/definitions/schemas/escalatedIncidentPercentage" } }, "of": [ { "value": "-1", "condition": "serviceDesk_KPI_65A >= 1.00 && serviceDesk_KPI_65A <= 100.00" } ] } ] } ] }, { "id": "serviceDesk_KPI_90A", "scope": { "priority": { "$ref": "#/context/definitions/scopes/serviceDesk/priority" }, "node": { "$ref": "#/context/definitions/scopes/serviceDesk/node" }, "center": { "$ref": "#/context/definitions/scopes/serviceDesk/center" }, "serviceLine": { "$ref": "#/context/definitions/scopes/serviceDesk/serviceLine" }, "activity": { "$ref": "#/context/definitions/scopes/serviceDesk/activity" } }, "of": [ { "scope": { "priority": "P1", "node": "*" }, "objective": "serviceDesk_KPI_90A <= 1.00", "with": { "serviceDesk_KPI_90A": { "resolutionTime": "<= 2", "schedule": "L-DT00:00-23:59" } }, "window": { "type": "static", "period": "monthly", "initial": "2014-10-16" }, "evidences": [ { "serviceDesk_KPI_90A_evidence": { "$ref": "#/terms/metrics/serviceDesk_KPI_90A_evidence" } }, { "issue_start": { "$ref": "#/terms/metrics/issue_start" } }, { "issue_end": { "$ref": "#/terms/metrics/issue_end" } }, { "issue_duration": { "$ref": "#/terms/metrics/issue_duration" } }, { "issue_idle_time": { "$ref": "#/terms/metrics/issue_idle_time" } }, { "issue_subject": { "$ref": "#/terms/metrics/issue_subject" } }, { "issue_source": { "$ref": "#/terms/metrics/issue_source" } }, { "issue_typology": { "$ref": "#/terms/metrics/issue_typology" } }, { "issue_priority": { "$ref": "#/terms/metrics/issue_priority" } }, { "issue_resource": { "$ref": "#/terms/metrics/issue_resource" } }, { "issue_node": { "$ref": "#/terms/metrics/issue_node" } }, { "issue_center": { "$ref": "#/terms/metrics/issue_center" } }, { "issue_resolutor": { "$ref": "#/terms/metrics/issue_resolutor" } } ], "penalties": [ { "over": { "escalatedIncidentPercentage": { "$ref": "#/context/definitions/schemas/escalatedIncidentPercentage" } }, "of": [ { "value": "-2", "condition": "serviceDesk_KPI_90A > 1.00 && serviceDesk_KPI_90A <= 100.00" } ] } ] }, { "scope": { "priority": "P2", "node": "*" }, "objective": "serviceDesk_KPI_90A <= 2.00", "with": { "serviceDesk_KPI_90A": { "resolutionTime": "<= 4", "schedule": "L-VT08:00-20:00" } }, "window": { "type": "static", "period": "monthly", "initial": "2014-10-16" }, "evidences": [ { "serviceDesk_KPI_90A_evidence": { "$ref": "#/terms/metrics/serviceDesk_KPI_90A_evidence" } }, { "issue_start": { "$ref": "#/terms/metrics/issue_start" } }, { "issue_end": { "$ref": "#/terms/metrics/issue_end" } }, { "issue_duration": { "$ref": "#/terms/metrics/issue_duration" } }, { "issue_idle_time": { "$ref": "#/terms/metrics/issue_idle_time" } }, { "issue_subject": { "$ref": "#/terms/metrics/issue_subject" } }, { "issue_source": { "$ref": "#/terms/metrics/issue_source" } }, { "issue_typology": { "$ref": 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"issue_start": { "$ref": "#/terms/metrics/issue_start" } }, { "issue_end": { "$ref": "#/terms/metrics/issue_end" } }, { "issue_duration": { "$ref": "#/terms/metrics/issue_duration" } }, { "issue_idle_time": { "$ref": "#/terms/metrics/issue_idle_time" } }, { "issue_subject": { "$ref": "#/terms/metrics/issue_subject" } }, { "issue_source": { "$ref": "#/terms/metrics/issue_source" } }, { "issue_typology": { "$ref": "#/terms/metrics/issue_typology" } }, { "issue_priority": { "$ref": "#/terms/metrics/issue_priority" } }, { "issue_resource": { "$ref": "#/terms/metrics/issue_resource" } }, { "issue_node": { "$ref": "#/terms/metrics/issue_node" } }, { "issue_center": { "$ref": "#/terms/metrics/issue_center" } }, { "issue_resolutor": { "$ref": "#/terms/metrics/issue_resolutor" } } ], "penalties": [ { "over": { "escalatedIncidentPercentage": { "$ref": "#/context/definitions/schemas/escalatedIncidentPercentage" } }, "of": [ { "value": "-1", "condition": "serviceDesk_KPI_90A > 7.50 && serviceDesk_KPI_90A <= 100.00" } ] } ] } ] }, { "id": "serviceDesk_KPI_03A", "scope": { "priority": { "$ref": "#/context/definitions/scopes/serviceDesk/priority" }, "node": { "$ref": "#/context/definitions/scopes/serviceDesk/node" }, "center": { "$ref": "#/context/definitions/scopes/serviceDesk/center" }, "serviceLine": { "$ref": "#/context/definitions/scopes/serviceDesk/serviceLine" }, "activity": { "$ref": "#/context/definitions/scopes/serviceDesk/activity" } }, "of": [ { "scope": { "priority": "P1", "node": "*" }, "objective": "serviceDesk_KPI_03A <= 99.98", "with": { "serviceDesk_KPI_03A": { "resolutionTime": "<= 7", "schedule": "L-DT00:00-23:59" } }, "window": { "type": "static", "period": "monthly", "initial": "2014-10-16" }, "evidences": [ { "serviceDesk_KPI_03A_evidence": { "$ref": "#/terms/metrics/serviceDesk_KPI_03A_evidence" } }, { "issue_start": { "$ref": "#/terms/metrics/issue_start" } }, { "issue_end": { "$ref": "#/terms/metrics/issue_end" } }, { "issue_duration": { "$ref": "#/terms/metrics/issue_duration" } }, { "issue_idle_time": { "$ref": "#/terms/metrics/issue_idle_time" } }, { "issue_subject": { "$ref": "#/terms/metrics/issue_subject" } }, { "issue_source": { "$ref": "#/terms/metrics/issue_source" } }, { "issue_typology": { "$ref": "#/terms/metrics/issue_typology" } }, { "issue_priority": { "$ref": "#/terms/metrics/issue_priority" } }, { "issue_resource": { "$ref": "#/terms/metrics/issue_resource" } }, { "issue_node": { "$ref": "#/terms/metrics/issue_node" } }, { "issue_center": { "$ref": "#/terms/metrics/issue_center" } }, { "issue_resolutor": { "$ref": "#/terms/metrics/issue_resolutor" } } ], "penalties": [ { "over": { "escalatedIncidentPercentage": { "$ref": "#/context/definitions/schemas/escalatedIncidentPercentage" } }, "of": [ { "value": "-2", "condition": "serviceDesk_KPI_03A > 99.98 && serviceDesk_KPI_03A <= 100.00" } ] } ] }, { "scope": { "priority": "P2", "node": "*" }, "objective": "serviceDesk_KPI_03A <= 99.98", "with": { "serviceDesk_KPI_03A": { "resolutionTime": "<= 5", "schedule": "L-VT08:00-20:00" } }, "window": { "type": "static", "period": "monthly", "initial": "2014-10-16" }, "evidences": [ { "serviceDesk_KPI_03A_evidence": { "$ref": "#/terms/metrics/serviceDesk_KPI_03A_evidence" } }, { "issue_start": { "$ref": "#/terms/metrics/issue_start" } }, { "issue_end": { "$ref": "#/terms/metrics/issue_end" } }, { "issue_duration": { "$ref": "#/terms/metrics/issue_duration" } }, { "issue_idle_time": { "$ref": "#/terms/metrics/issue_idle_time" } }, { "issue_subject": { "$ref": "#/terms/metrics/issue_subject" } }, { "issue_source": { "$ref": "#/terms/metrics/issue_source" } }, { "issue_typology": { "$ref": "#/terms/metrics/issue_typology" } }, { "issue_priority": { "$ref": "#/terms/metrics/issue_priority" } }, { "issue_resource": { "$ref": "#/terms/metrics/issue_resource" } }, { "issue_node": { "$ref": "#/terms/metrics/issue_node" } }, { "issue_center": { "$ref": "#/terms/metrics/issue_center" } }, { "issue_resolutor": { "$ref": "#/terms/metrics/issue_resolutor" } } ], "penalties": [ { "over": { "escalatedIncidentPercentage": { "$ref": "#/context/definitions/schemas/escalatedIncidentPercentage" } }, "of": [ { "value": "-1.5", "condition": "serviceDesk_KPI_03A > 99.98 && serviceDesk_KPI_03A <= 100.00" } ] } ] }, { "scope": { "priority": "P3", "node": "*" }, "objective": "serviceDesk_KPI_03A <= 99.98", "with": { "serviceDesk_KPI_03A": { "resolutionTime": "<= 5", "schedule": "L-VT08:00-20:00" } }, "window": { "type": "static", "period": "monthly", "initial": "2014-10-16" }, "evidences": [ { "serviceDesk_KPI_03A_evidence": { "$ref": "#/terms/metrics/serviceDesk_KPI_03A_evidence" } }, { "issue_start": { "$ref": "#/terms/metrics/issue_start" } }, { "issue_end": { "$ref": "#/terms/metrics/issue_end" } }, { "issue_duration": { "$ref": "#/terms/metrics/issue_duration" } }, { "issue_idle_time": { "$ref": "#/terms/metrics/issue_idle_time" } }, { "issue_subject": { "$ref": 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"#/context/definitions/scopes/serviceDesk/serviceLine" }, "activity": { "$ref": "#/context/definitions/scopes/serviceDesk/activity" } }, "of": [ { "scope": { "node": "*", "nodeETC": "< 20" }, "objective": "serviceDesk_KPI_09A <= 1", "with": { "serviceDesk_KPI_09A": {} }, "window": { "type": "static", "period": "quarterly", "initial": "2014-10-16" }, "evidences": [ { "serviceDesk_KPI_09A_evidence": { "$ref": "#/terms/metrics/serviceDesk_KPI_09A_evidence" } }, { "issue_start": { "$ref": "#/terms/metrics/issue_start" } }, { "issue_end": { "$ref": "#/terms/metrics/issue_end" } }, { "issue_idle_time": { "$ref": "#/terms/metrics/issue_idle_time" } }, { "issue_subject": { "$ref": "#/terms/metrics/issue_subject" } }, { "issue_source": { "$ref": "#/terms/metrics/issue_source" } }, { "issue_typology": { "$ref": "#/terms/metrics/issue_typology" } }, { "issue_priority": { "$ref": "#/terms/metrics/issue_priority" } }, { "issue_resource": { "$ref": "#/terms/metrics/issue_resource" } }, { "issue_area_K18": { "$ref": "#/terms/metrics/issue_area_K18" } }, { "issue_node": { "$ref": "#/terms/metrics/issue_node" } }, { "issue_center": { "$ref": "#/terms/metrics/issue_center" } }, { "issue_resolutor": { "$ref": "#/terms/metrics/issue_resolutor" } } ], "penalties": [ { "over": { "escalatedIncidentPercentage": { "$ref": "#/context/definitions/schemas/escalatedIncidentPercentage" } }, "of": [ { "value": "-1", "condition": "serviceDesk_KPI_09A >= 2" } ] } ] }, { "scope": { "node": "*", "nodeETC": ">= 20" }, "objective": "serviceDesk_KPI_09A <= 2", "with": { "serviceDesk_KPI_09A": {} }, "window": { "type": "static", "period": "quarterly", "initial": "2014-10-16" }, "evidences": [ { "serviceDesk_KPI_09A_evidence": { "$ref": "#/terms/metrics/serviceDesk_KPI_09A_evidence" } }, { "issue_start": { "$ref": "#/terms/metrics/issue_start" } }, { "issue_end": { "$ref": "#/terms/metrics/issue_end" } }, { "issue_idle_time": { "$ref": "#/terms/metrics/issue_idle_time" } }, { "issue_subject": { "$ref": "#/terms/metrics/issue_subject" } }, { "issue_source": { "$ref": "#/terms/metrics/issue_source" } }, { "issue_typology": { "$ref": "#/terms/metrics/issue_typology" } }, { "issue_priority": { "$ref": "#/terms/metrics/issue_priority" } }, { "issue_resource": { "$ref": "#/terms/metrics/issue_resource" } }, { "issue_area_K18": { "$ref": "#/terms/metrics/issue_area_K18" } }, { "issue_node": { "$ref": "#/terms/metrics/issue_node" } }, { "issue_center": { "$ref": "#/terms/metrics/issue_center" } }, { "issue_resolutor": { "$ref": "#/terms/metrics/issue_resolutor" } } ], "penalties": [ { "over": { "escalatedIncidentPercentage": { "$ref": "#/context/definitions/schemas/escalatedIncidentPercentage" } }, "of": [ { "value": "-1", "condition": "serviceDesk_KPI_09A >= 3" } ] } ] } ] }, { "id": "serviceDesk_KPI_22A", "scope": { "priority": { "$ref": "#/context/definitions/scopes/serviceDesk/priority" }, "node": { "$ref": "#/context/definitions/scopes/serviceDesk/node" }, "serviceLine": { "$ref": "#/context/definitions/scopes/serviceDesk/serviceLine" }, "activity": { "$ref": "#/context/definitions/scopes/serviceDesk/activity" } }, "of": [ { "scope": { "priority": "P1", "node": "*" }, "objective": "serviceDesk_KPI_22A <= 99.98", "with": { "serviceDesk_KPI_22A": { "schedule": "L-DT00:00-23:59" } }, "window": { "type": "static", "period": "monthly", "initial": "2015-11-16T00:00:00.000Z" }, "evidences": [ { "issue_start": { "$ref": "#/terms/metrics/issue_start" } }, { "issue_end": { "$ref": "#/terms/metrics/issue_end" } }, { "issue_duration": { "$ref": "#/terms/metrics/issue_duration" } }, { "issue_idle_time": { "$ref": "#/terms/metrics/issue_idle_time" } }, { "issue_subject": { "$ref": "#/terms/metrics/issue_subject" } }, { "issue_source": { "$ref": "#/terms/metrics/issue_source" } }, { "issue_typology": { "$ref": "#/terms/metrics/issue_typology" } }, { "issue_priority": { "$ref": "#/terms/metrics/issue_priority" } }, { "issue_resource": { "$ref": "#/terms/metrics/issue_resource" } }, { "issue_node": { "$ref": "#/terms/metrics/issue_node" } }, { "issue_center": { "$ref": "#/terms/metrics/issue_center" } }, { "issue_resolutor": { "$ref": "#/terms/metrics/issue_resolutor" } } ], "penalties": [ { "over": { "escalatedIncidentPercentage": { "$ref": "#/context/definitions/schemas/escalatedIncidentPercentage" } }, "of": [ { "value": "-((serviceDesk_KPI_22A - 30.00) / 10.00) * 3.00", "condition": "serviceDesk_KPI_22A > 99.98 && serviceDesk_KPI_22A <= 100.00" } ] } ] }, { "scope": { "priority": "P2", "node": "*" }, "objective": "serviceDesk_KPI_22A <= 99.98", "with": { "serviceDesk_KPI_22A": { "schedule": "L-VT08:00-20:00" } }, "window": { "type": "static", "period": "monthly", "initial": "2015-11-16T00:00:00.000Z" }, "evidences": [ { "issue_start": { "$ref": "#/terms/metrics/issue_start" } }, { "issue_end": { "$ref": "#/terms/metrics/issue_end" } }, { "issue_duration": { "$ref": "#/terms/metrics/issue_duration" } }, { "issue_idle_time": { "$ref": "#/terms/metrics/issue_idle_time" } }, { "issue_subject": { "$ref": "#/terms/metrics/issue_subject" } }, { "issue_source": { "$ref": "#/terms/metrics/issue_source" } }, { "issue_typology": { "$ref": "#/terms/metrics/issue_typology" } }, { "issue_priority": { "$ref": "#/terms/metrics/issue_priority" } }, { "issue_resource": { "$ref": "#/terms/metrics/issue_resource" } }, { "issue_node": { "$ref": "#/terms/metrics/issue_node" } }, { "issue_center": { "$ref": "#/terms/metrics/issue_center" } }, { "issue_resolutor": { "$ref": "#/terms/metrics/issue_resolutor" } } ], "penalties": [ { "over": { "escalatedIncidentPercentage": { "$ref": "#/context/definitions/schemas/escalatedIncidentPercentage" } }, "of": [ { "value": "-((serviceDesk_KPI_22A - 30.00) / 10.00) * 2.00", "condition": "serviceDesk_KPI_22A > 99.98 && serviceDesk_KPI_22A <= 100.00" } ] } ] }, { "scope": { "priority": "P3", "node": "*" }, "objective": "serviceDesk_KPI_22A <= 99.98", "with": { "serviceDesk_KPI_22A": { "schedule": "L-VT08:00-20:00" } }, "window": { "type": "static", "period": "monthly", "initial": "2015-11-16T00:00:00.000Z" }, "evidences": [ { "issue_start": { "$ref": "#/terms/metrics/issue_start" } }, { "issue_end": { "$ref": "#/terms/metrics/issue_end" } }, { "issue_duration": { "$ref": "#/terms/metrics/issue_duration" } }, { "issue_idle_time": { "$ref": "#/terms/metrics/issue_idle_time" } }, { "issue_subject": { "$ref": "#/terms/metrics/issue_subject" } }, { "issue_source": { "$ref": "#/terms/metrics/issue_source" } }, { "issue_typology": { "$ref": "#/terms/metrics/issue_typology" } }, { "issue_priority": { "$ref": "#/terms/metrics/issue_priority" } }, { "issue_resource": { "$ref": "#/terms/metrics/issue_resource" } }, { "issue_node": { "$ref": "#/terms/metrics/issue_node" } }, { "issue_center": { "$ref": "#/terms/metrics/issue_center" } }, { "issue_resolutor": { "$ref": "#/terms/metrics/issue_resolutor" } } ], "penalties": [ { "over": { "escalatedIncidentPercentage": { "$ref": "#/context/definitions/schemas/escalatedIncidentPercentage" } }, "of": [ { "value": "-((serviceDesk_KPI_22A - 30.00) / 10.00) * 1.00", "condition": "serviceDesk_KPI_22A > 99.98 && serviceDesk_KPI_22A <= 100.00" } ] } ] } ] } ] } }