Feature Scope
Service Performance Metrics (SPM) is disabled by default. The scope of this feature includes the following data model, configurations, delivery engine, and business processes:
• Data model enhancements:
◦ Objects for metrics: SPM - First Time Fix, SPM - Mean Time To Repair, SPM - Contract Up Time, SPM - Down Time Detail, and SPM - Attach Rate, SPM – Mean Time To Complete, SPM – Average Response Time, SPM – Utilization, SPM – Repeat Visit, SPM Account Summary, SPM Top Level Summary, Mean Time Between Failures.
◦ Transaction object to capture downtime information: Down Time, a child object of Work Order
◦ Picklist value Completed in Work Order object field Order Status (to be created in upgraded orgs manually, if it does not already exist)
◦ Picklist field Sub Status in Work Order, with values Resolved and Unresolved
◦ Lookup field Primary Work Order in Work Order
◦ Field Dead Time (In Minutes) in Work Detail, to capture the time spent on non-service activities in labor lines
◦ To enable/disable the feature
◦ To define some defaults
◦ ServiceMax Setup home page > group Service Performance Metrics
◦ For managing the SPM configurations and monitoring job execution status
◦ Runs at scheduled intervals, creating/updating metric records automatically
◦ Maps metric data from qualified work orders, work details, service/maintenance contracts, and installed products, with some configurable parameters and maps
◦ Generates job execution logs and sends email notifications
• SFM Transactions enhancements to enable business processes related to SPM:
◦ Field Dead Time (In Minutes) in Labor section in the Standard SFM transaction Manage Work Order Lines – Usage (TDM016)
◦ Standard SFM transaction Create Follow Up Work Order from Work Order sets the field Primary Work
◦ Order to the source work order
• Optional OOTB Reports and Dashboards for all the metrics