id: iagree-example-process version: 0.9.2 type: agreement context: iAgree: "2.0" provider: ISA Research Group consumer: papamoscas-company validity: initial: '2014-10-16' timeZone: Europe/Madrid infrastructure: designer: 'http://designer.governify.io' portal: 'http://portal.governify.io' registry: 'http://registry.papamoscas-company-devel.governify.io' reporter: 'http://reporter.services.papamoscas-company-devel.governify.io' definitions: schemas: escalatedIncidentPercentage: description: Percentage of incidents escalated by first level support teams type: double unit: '%' resolutionTime: description: Immediate incident resolution by first level support teams type: string unit: hours schedule: description: service schedule type: string scopes: serviceDesk: priority: name: priority description: incident priority type: string metadata: reported: true node: name: node description: node type: string metadata: reported: true center: name: center description: center type: string metadata: reported: true name: node ETC description: ETCs del node type: integer format: int32 metadata: reported: true serviceLine: name: serviceLine description: service line type: string default: operation service line activity: name: activity description: activity type: string default: not planned activity logs: jira: uri: 'http://logs-devel.papamoscas-company-devel.governify.io/api/v1/jira/v01.03' stateUri: 'http://logs-devel.papamoscas-company-devel.governify.io/api/v1/jira/v01.03/count' scopes: serviceDesk: priority: priority node: node_SUBJECT center: center terms: pricing: billing: period: monthly initial: '2016-05-12T10:35:36.000' penalties: - over: escalatedIncidentPercentage: $ref: '#/context/definitions/schemas/escalatedIncidentPercentage' aggregatedBy: sum groupBy: serviceLine: $ref: '#/context/definitions/scopes/serviceDesk/serviceLine' activity: $ref: '#/context/definitions/scopes/serviceDesk/activity' upTo: -10 metrics: issue_start: schema: description: incident start date type: string computer: 'http://ppinot.computer.papamoscas-company-devel.governify.io/api/v1/indicators/issue_start/' issue_end: schema: description: incident end date type: string computer: 'http://ppinot.computer.papamoscas-company-devel.governify.io/api/v1/indicators/issue_end/' issue_duration: schema: description: incident duration type: string unit: seconds computer: >- http://ppinot.computer.papamoscas-company-devel.governify.io/api/v1/indicators/issue_duration/ issue_duration_K05: schema: description: incident duration without priority type: string unit: seconds computer: >- http://ppinot.computer.papamoscas-company-devel.governify.io/api/v1/indicators/issue_duration_K05/ issue_area_K18: schema: description: incident area type: string unit: seconds computer: >- http://ppinot.computer.papamoscas-company-devel.governify.io/api/v1/indicators/issue_area_K18/ issue_idle_time: schema: description: incident idle time type: string unit: seconds computer: >- http://ppinot.computer.papamoscas-company-devel.governify.io/api/v1/indicators/issue_idle_time/ issue_subject: schema: description: incident subject type: string computer: 'http://ppinot.computer.papamoscas-company-devel.governify.io/api/v1/indicators/issue_subject/' issue_source: schema: description: incident origin type: string computer: 'http://ppinot.computer.papamoscas-company-devel.governify.io/api/v1/indicators/issue_source/' issue_typology: schema: description: incident typology type: string computer: >- http://ppinot.computer.papamoscas-company-devel.governify.io/api/v1/indicators/issue_typology/ issue_priority: schema: description: incident priority type: string computer: >- http://ppinot.computer.papamoscas-company-devel.governify.io/api/v1/indicators/issue_priority/ issue_resource: schema: description: incident resource type: string computer: >- http://ppinot.computer.papamoscas-company-devel.governify.io/api/v1/indicators/issue_resource/ issue_node: schema: description: incident node type: string computer: 'http://ppinot.computer.papamoscas-company-devel.governify.io/api/v1/indicators/issue_node/' issue_center: schema: description: incident center type: string computer: 'http://ppinot.computer.papamoscas-company-devel.governify.io/api/v1/indicators/issue_center/' issue_resolutor: schema: description: incident resolutor type: string computer: >- http://ppinot.computer.papamoscas-company-devel.governify.io/api/v1/indicators/issue_resolutor/ serviceDesk_KPI_36A: schema: description: period overall penalty type: double unit: '%' computer: >- http://registry.papamoscas-company-devel.governify.io/api/v1/states/T14-L4-S12/pricing/billing/penalties scope: serviceDesk: $ref: '#/context/definitions/scopes/serviceDesk' metadata: name: period overall penalty description: billing penalty kind: penalty class: totalizer reportable: false frequency: 1 initial: '2014-10-16' serviceDesk_KPI_12A_evidence: schema: description: well-solved incidents type: string computer: >- http://ppinot.computer.papamoscas-company-devel.governify.io/api/v1/indicators/serviceDesk_KPI_12A_evidence/ parameters: resolutionTime: schema: $ref: '#/context/definitions/schemas/resolutionTime' schedule: schema: $ref: '#/context/definitions/schemas/schedule' scope: serviceDesk: $ref: '#/context/definitions/scopes/serviceDesk' serviceDesk_KPI_12A: schema: description: well-solved incidents percentage type: double unit: '%' computer: 'http://ppinot.computer.papamoscas-company-devel.governify.io/api/v1/indicators/serviceDesk_KPI_12A/' parameters: resolutionTime: schema: $ref: '#/context/definitions/schemas/resolutionTime' schedule: schema: $ref: '#/context/definitions/schemas/schedule' scope: serviceDesk: $ref: '#/context/definitions/scopes/serviceDesk' metadata: name: well-solved incidents description: well-solved incidents percentage kind: penalty class: business reportable: false serviceDesk_KPI_24C_evidence: schema: description: re-open incidents type: bool computer: >- http://ppinot.computer.papamoscas-company-devel.governify.io/api/v1/indicators/serviceDesk_KPI_24C_evidence/ parameters: resolutionTime: schema: $ref: '#/context/definitions/schemas/resolutionTime' schedule: schema: $ref: '#/context/definitions/schemas/schedule' scope: serviceDesk: $ref: '#/context/definitions/scopes/serviceDesk' serviceDesk_KPI_24C: schema: description: re-open incidents type: double unit: '%' computer: 'http://ppinot.computer.papamoscas-company-devel.governify.io/api/v1/indicators/serviceDesk_KPI_24C/' scope: serviceDesk: $ref: '#/context/definitions/scopes/serviceDesk' metadata: name: re-open incidents percentage description: re-open incidents kind: penalty class: business reportable: true serviceDesk_KPI_24A_evidence: schema: description: re-open incidents type: string computer: >- http://ppinot.computer.papamoscas-company-devel.governify.io/api/v1/indicators/serviceDesk_KPI_24A_evidence/ parameters: resolutionTime: schema: $ref: '#/context/definitions/schemas/resolutionTime' schedule: schema: $ref: '#/context/definitions/schemas/schedule' scope: serviceDesk: $ref: '#/context/definitions/scopes/serviceDesk' serviceDesk_KPI_24A: schema: description: re-open incidents type: double unit: '%' computer: 'http://ppinot.computer.papamoscas-company-devel.governify.io/api/v1/indicators/serviceDesk_KPI_24A/' scope: serviceDesk: $ref: '#/context/definitions/scopes/serviceDesk' metadata: name: re-open incidents percentage description: kind: penalty class: business reportable: false serviceDesk_KPI_24A_current_penalty: schema: description: current month penalty type: double unit: '%' computer: >- http://registry.papamoscas-company-devel.governify.io/api/v1/states/T14-L4-S12/guarantees/serviceDesk_KPI_24C/penalty parameters: offset: type: number description: Offset over current month. scope: serviceDesk: $ref: '#/context/definitions/scopes/serviceDesk' metadata: name: Reincident penalty serviceDesk_KPI_24A in centers description: Reincident penalty serviceDesk_KPI_24A in centers kind: penalty class: business reportable: false serviceDesk_KPI_24A_last_penalty: schema: description: last month penalty for serviceDesk_KPI_24A type: double unit: '%' computer: >- http://registry.papamoscas-company-devel.governify.io/api/v1/states/T14-L4-S12/guarantees/serviceDesk_KPI_24C/penalty parameters: offset: type: number description: Offset over current month. scope: serviceDesk: $ref: '#/context/definitions/scopes/serviceDesk' metadata: name: Reincident penalty serviceDesk_KPI_24A in centers description: Reincident penalty serviceDesk_KPI_24A in centers kind: penalty class: business reportable: false serviceDesk_KPI_79A: schema: description: new incidents type: number unit: no computer: 'http://ppinot.computer.papamoscas-company-devel.governify.io/api/v1/indicators/serviceDesk_KPI_79A/' scope: serviceDesk: $ref: '#/context/definitions/scopes/serviceDesk' metadata: name: new incidents description: new incidents kind: penalty class: business reportable: true frequency: 1 initial: '2014-10-16' serviceDesk_KPI_78A: schema: description: solved incidents in period type: number unit: no computer: 'http://ppinot.computer.papamoscas-company-devel.governify.io/api/v1/indicators/serviceDesk_KPI_78A/' scope: serviceDesk: $ref: '#/context/definitions/scopes/serviceDesk' metadata: name: solved incidents in period description: solved incidents in period kind: penalty class: business reportable: true frequency: 1 initial: '2014-10-16' serviceDesk_KPI_65A_evidence: schema: description: not categorized incidents type: string computer: >- http://ppinot.computer.papamoscas-company-devel.governify.io/api/v1/indicators/serviceDesk_KPI_65A_evidence/ parameters: resolutionTime: schema: $ref: '#/context/definitions/schemas/resolutionTime' schedule: schema: $ref: '#/context/definitions/schemas/schedule' scope: serviceDesk: $ref: '#/context/definitions/scopes/serviceDesk' serviceDesk_KPI_65A: schema: description: not well closed incidents percentage type: double unit: '%' computer: 'http://ppinot.computer.papamoscas-company-devel.governify.io/api/v1/indicators/serviceDesk_KPI_65A/' scope: serviceDesk: $ref: '#/context/definitions/scopes/serviceDesk' metadata: name: not well closed incidents percentage description: not well closed incidents percentage kind: penalty class: business reportable: false serviceDesk_KPI_90A_evidence: schema: description: claimed incidents percentage type: string computer: >- http://ppinot.computer.papamoscas-company-devel.governify.io/api/v1/indicators/serviceDesk_KPI_90A_evidence/ parameters: resolutionTime: schema: $ref: '#/context/definitions/schemas/resolutionTime' schedule: schema: $ref: '#/context/definitions/schemas/schedule' scope: serviceDesk: $ref: '#/context/definitions/scopes/serviceDesk' serviceDesk_KPI_90A: schema: description: claimed incidents percentage type: double unit: '%' computer: 'http://ppinot.computer.papamoscas-company-devel.governify.io/api/v1/indicators/serviceDesk_KPI_90A/' parameters: resolutionTime: schema: $ref: '#/context/definitions/schemas/resolutionTime' schedule: schema: $ref: '#/context/definitions/schemas/schedule' scope: serviceDesk: $ref: '#/context/definitions/scopes/serviceDesk' metadata: name: claimed incidents percentage description: claimed incidents percentage kind: penalty class: business reportable: false serviceDesk_KPI_03A_evidence: schema: description: incident resolution time type: string computer: >- http://ppinot.computer.papamoscas-company-devel.governify.io/api/v1/indicators/serviceDesk_KPI_03A_evidence/ parameters: resolutionTime: schema: $ref: '#/context/definitions/schemas/resolutionTime' schedule: schema: $ref: '#/context/definitions/schemas/schedule' scope: serviceDesk: $ref: '#/context/definitions/scopes/serviceDesk' serviceDesk_KPI_03A: schema: description: incident resolution time type: double unit: '%' computer: 'http://ppinot.computer.papamoscas-company-devel.governify.io/api/v1/indicators/serviceDesk_KPI_03A/' parameters: resolutionTime: schema: description: incident resolution time type: string unit: days schedule: schema: $ref: '#/context/definitions/schemas/schedule' scope: serviceDesk: $ref: '#/context/definitions/scopes/serviceDesk' metadata: name: incident resolution time description: incident resolution time kind: penalty class: business reportable: false serviceDesk_KPI_09A_evidence: schema: description: rotation factor type: string computer: >- http://ppinot.computer.papamoscas-company-devel.governify.io/api/v1/indicators/serviceDesk_KPI_09A_evidence/ parameters: resolutionTime: schema: $ref: '#/context/definitions/schemas/resolutionTime' schedule: schema: $ref: '#/context/definitions/schemas/schedule' scope: serviceDesk: $ref: '#/context/definitions/scopes/serviceDesk' serviceDesk_KPI_09A: schema: description: rotation factor type: int32 unit: no computer: 'http://ppinot.computer.papamoscas-company-devel.governify.io/api/v1/indicators/serviceDesk_KPI_09A/' scope: serviceDesk: $ref: '#/context/definitions/scopes/serviceDesk' log: jira: $ref: '#/context/definitions/logs/jira' metadata: name: rotation factor description: rotation factor kind: penalty class: business reportable: false serviceDesk_KPI_22A: schema: description: idle time percentage type: double unit: '%' computer: 'http://ppinot.computer.papamoscas-company-devel.governify.io/api/v1/indicators/serviceDesk_KPI_22A/' parameters: schedule: schema: $ref: '#/context/definitions/schemas/schedule' scope: serviceDesk: $ref: '#/context/definitions/scopes/serviceDesk' metadata: name: idle time percentage description: idle time percentage kind: penalty class: business reportable: false guarantees: - id: serviceDesk_KPI_12A 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_12A >= 95.00 with: serviceDesk_KPI_12A: resolutionTime: <= 2 schedule: 'L-DT00:00-23:59' window: type: static period: monthly initial: '2014-10-16' evidences: - serviceDesk_KPI_12A_evidence: $ref: '#/terms/metrics/serviceDesk_KPI_12A_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_12A >= 90.00 && serviceDesk_KPI_12A < 95.00 - value: '-3' condition: serviceDesk_KPI_12A >= 85.00 && serviceDesk_KPI_12A < 90.00 - value: '-5' condition: serviceDesk_KPI_12A >= 0 && serviceDesk_KPI_12A < 85.00 - scope: priority: P2 node: '*' objective: serviceDesk_KPI_12A >= 90.00 with: serviceDesk_KPI_12A: resolutionTime: <= 4 schedule: 'L-VT08:00-20:00' window: type: static period: monthly initial: '2014-10-16' evidences: - serviceDesk_KPI_12A_evidence: $ref: '#/terms/metrics/serviceDesk_KPI_12A_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_12A >= 85.00 && serviceDesk_KPI_12A < 90.00 - value: '-2' condition: serviceDesk_KPI_12A >= 80.00 && serviceDesk_KPI_12A < 85.00 - value: '-3' condition: serviceDesk_KPI_12A >= 0 && serviceDesk_KPI_12A < 80.00 - scope: priority: P3 node: '*' objective: serviceDesk_KPI_12A >= 82.50 with: serviceDesk_KPI_12A: resolutionTime: <= 17 schedule: 'L-VT08:00-20:00' window: type: static period: monthly initial: '2014-10-16' evidences: - serviceDesk_KPI_12A_evidence: $ref: '#/terms/metrics/serviceDesk_KPI_12A_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_12A >= 77.50 && serviceDesk_KPI_12A < 82.50 - value: '-1.25' condition: serviceDesk_KPI_12A >= 72.50 && serviceDesk_KPI_12A < 77.50 - value: '-1.75' condition: serviceDesk_KPI_12A >= 0 && serviceDesk_KPI_12A < 72.50 - id: serviceDesk_KPI_24C 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: '*' center: '*' objective: serviceDesk_KPI_24C <= 1.00 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: '-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: '#/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_90A > 2.00 && serviceDesk_KPI_90A <= 100.00 - scope: priority: P3 node: '*' objective: serviceDesk_KPI_90A <= 7.50 with: serviceDesk_KPI_90A: resolutionTime: <= 17 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: '#/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: '#/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_03A > 99.98 && serviceDesk_KPI_03A <= 100.00 - id: serviceDesk_KPI_09A scope: node: $ref: '#/context/definitions/scopes/serviceDesk/node' nodeETC: $ref: '#/context/definitions/scopes/serviceDesk/nodeETC' serviceLine: $ref: '#/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