• Enable the feature: This feature is disabled by default. The global configuration setting GBL030 controls the enablement / disablement of this feature. You can enable this feature by setting the global configuration setting GBL030 (Enable SPM Capabilities, under module Common and submodule Global Settings) to True for the active org-wide configuration profile. Similarly, if you want to disable this feature, you can change the setting GBL030 value to False for the profile.

• Configure the metrics: Use the Service Performance Metrics Setup screen to configure the following for each of the supported metrics:

• Use the Business Process Configuration tab to select the business process level at which you want to measure the service performance.

• Use the Metrics tab to define each of the supported metrics and configure the following criteria and settings:

◦ Define the Status (Active or not )and Description of the metric. The Description must be unique for each metric, else an error message is displayed for duplicate description.

◦ Select the attributes to be considered (for example, which account, technician, installed product, and soon) for mandatory & additional mapping and inputs for metric calculation (except for Account Summary metric)

◦ Select the criteria to filter the records (except for Account Summary metric)

◦ Schedule for metric generation and recipients for notification

• Set up reports & dashboards: Define reports and dashboards for the metrics you measure, and schedule these as needed. You can either use/clone the OOTB reports and dashboards provided by ServiceMax, or create your own reports and dashboards.