8.34 Total cost of service delivery

The service desk routinely and consistently collects data about the total cost of running its operation and can identify the cost of delivering service per customer.




ASM Time recording function


Time recording using Action Types needs to be configured. A Default rate is applied to the dashboard to calculate the cost which can be configured in the associated view(Default charge rate). Exact cost can be calculated by populating the charge rate (per hour) against the analyst record and altering the function to utilise that charge rate field within the datasource.


Total cost per month (13 month rolling), by organisation (13 month rolling) and by process