Handle time costs

The time spent processing a request for service costs a provider money. A 10-minute phone conversation with the customer represents an expense that should be charged back to the customer. A large number of brief service desk interactions consumes a significant amount of a provider’s resources. The time spent in service desk interactions is handle time.

Service Manager integrates Contract Management with Service Desk. When the service desk operator processes a service desk interaction, Service Desk automatically records the elapsed time for the interaction. In Service Desk, accounting for handle time is when a service desk interaction begins, and then terminates when the service desk operator ends the interaction. Handle time is multiplied by the technician’s billing rate and recorded as an Expense Line record against the relevant service contract.

Related topics

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