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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):


  ­­­Screenshot Service Contract Management­­­ ­­ ­

b) New Status Report 

­­­­ ­


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