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Cost assessment
Each time a client company provides a service to a customer, there is real cost incurred from three sources:
- The cost of interacting with the customer. This is the time spent by the service desk operator handling the customer’s service request, multiplied by the operator’s hourly rate.
- The actual cost of labor associated with fixing an incident. This is the time spent by one or more technicians working on an incident, multiplied by their hourly rate.
- The cost of any parts used in the repair process.