ITSM: Service Contract Management
Scenario / Use case:
- This module should allow planing and managing of budgeted Service Management Contracts.
- In a typical scenario a service company gains a Service Contract to maintain a software, or HW infrastructure.
In order to ensure responsiveness at any given time during the period of the contract, the total budget will be distributed over the life span of the service contract.
- Unforeseen incidents might lead to an overuse of the resources initially assigned for a given period of time, typically one month.
This requires adjustments for the remaining time of the service contract.
- Management is interested in total completion and financial success of Service Contracts.
- Project Managers needs to judge variances to planned units. Planned & unplanned absences might cause missed hour targets for a given period.
- Employees need to know how much time is planned for the current month and how much they have already spend.
Objective:
Features to be implemented should support the planing and management process of Service Contracts:
Support Planing:
- Distribute total budget over time and resources
- Adjust planning during contract life-span
- Perform planning considering user absences
Support Managing:
- Monitor user "time accounts"
- View burn rate at any time
- Show user absences to judge variance to target and adjust planning
- Monitor financial success of contract
Suggested Implementation:
a) New portlet on Projects Main Page (/intranet/projects/view?project_id=xxx):
b) New Status Report