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.

Related topics

Service Level Management
Service Contracts overview
Working with service contracts
Service contracts
Service contract tasks
Entitlement checking
Itemizing costs
Handle time costs
Labor costs
Parts costs
Currency records