Service offering to service performance weighting further understanding

[B00m3r]

Hi Group

I am looking to better understand Service offering to service performance weighting. Its the actual weighting I am not fully comprehending. Can anyone provide further detail on the lower boundary/upper boundary and weight output and how this works/calculates to deliver the score etc.?

Thanks B00m3r

[David Thigpen · Accepted solution]

Offering performance

• Metrics are normalized and weighted to determine the performance of an offering.
• The performance metrics available to be used to determine a given service offering’s performance are determined by what portfolio that offering resides in (via their parent service association) and the metrics that have been defined for that portfolio.
• Service owners can vary the inclusion and weighting their service offering's metrics to reflect the business needs and perspectives of their stakeholders.
• The metrics performance model is only applicable for service offerings that are in a phase and state of Catalog-Operational.  Metrics for service offerings are not measured otherwise.  That means service offerings that are under consideration (Pipeline), in development, or Retired do not have ongoing metric measurements against them.
• A metric weight can be set to zero to disable it from the performance calculations of a given service offering if that data is unavailable or unreliable.
• Metric weights must total100%
• Lower and Upper boundaries define how a metric will be measured against a 0 - 100% scale. This process is used to allow dissimilar units to be combined into a single performance score.
• • Metrics at or below the lower boundary are considered at 0%.
  • Metrics at or above the upper boundary are considered at 100%.
  • Example: CSAT has a lower boundary = 2, and an upper boundary = 5.   This means that any CSAT score of 2 or below will effectively count as a zero.
  • • If the CSAT measurement for a day = 3, that day’s normalized CSAT score is then (scaled):
    • • x_n= (x – min(x)) / (max(x) – min(x) or,
      • (3 – 2) / (5 – 2) = 1/3 = 33%
  • A form action "Edit Performance Weights" exists on the service offering form

Offering to Service weighting

• • Offering performance is weighted and combined to determine the performance of a service.
  • Service owners can vary the inclusion and weighting of their offerings in service performance to reflect the business needs and perspectives of their stakeholders.
  • Only offerings that are in Catalog-Operational status can be used to contribute to service performance.
  • An offering weight can be set to zero to disable it from the performance calculations of its parent service.
  • Offering weights must add to 100%
  • A form action "Edit Weights" exists on the service form,