Hi Comunity,

I am currently in the process of better understanding how the ticket object is created and how it should be the best way to get it allocated.

I am curious on what is the allocation strategy that other orgs are using to allocate ticket costs to applications? We are using Managed service and as part of contract we pay a fixed amount for incident management support. We need to spread the cost to applications for TCO. Even spread will not be the right strategy as the application having low number of tickets will get same cost as application having high volume tickets. Does anyone have similar situations and how have they habdled it?

Thanks for taking the time to share your ideas!

@Ericka Norman Srikanth Satakopan @Melanie Ercoli  @Raquel Garcia

We use number of tickets hitting an app and whether or not a ticket is escalated - if yes, it receives a higher weighting. Have heard others use based on duration or group.  We use incident tickets primarily, but there are also other types of tickets in there.  Today we filter out any that aren't tied to an app, but in the near future, we're going to change the allocation to send costs to the respective towers and not just solely send to apps.

Hi Jenny, Very useful feedback and much appreciated!! I agree that we should use incident tickets only as we could get other types of data like Service requests that are not incidents. Not sure yet if weighting should also consider Major Incidents (MI's) versus Normal Incidents. I think we will start looking at your model to make sure we are tying the cost allocation to tickets hitting the app and then add other weighting strategies after further reviews.

@Pablo Santana @Ericka Norman @Melanie Ercoli

Hi Jenny, thank you for sharing this method your team is using. As Sri mentioned, I think this gives us other views to start looking into the best way for allocating the tickets. Very useful feedback!

Pablo,

I have implemented a few different allocation strategies for tickets.  If you have a priority or a severity column you could come up with a weighting in which a critical tickets gets a higher cost than a low ticket.  This could be handled in a mapping table.  Also, I have seen based upon priority weight, which I would not expect that you are receiving from the manage service provider.  Most MSP's I have been able to get at least a priority and have been able to weight based upon that.

Cheers,

Ryan

Similar to Ryan, I have used a number of strategies depending on the data available and the needs of the client. Things to take into account include:

• Priority
• Severity
• VIP Flag
• Service Type
• Incident vs. Request, etc.

However, this is also dependent on what costs you are allocating through the Tickets object.

Service Desk. If you are allocating service desk costs, that are simply a triage service, then you may want allocate these costs evenly across all tickets.

Desktop Support. If you wish to allocate desktop support costs, and have enough data in tickets, you could allocate all desktop support related tickets, and use a combination of priority, severity, and VIP to weight those costs

Application Support. Sometime I've seen customers allocate Application Support costs (when they don't have Time Tracking data to do the same thing) using Tickets and in a similar way to Desktop Support

Michael

A couple of people have mentioned only using incidents, how are you treating the other tickets (work requests, service requests, etc)?

We're looking to get these included in our model soon 

We are utilizing Service Now for our tickets and time tracking.   Time tracking right now goes to projects and rest goes to towers...but has anyone taken the time tracking incidents (anything not a project) right to tickets vs towers to tickets?  More one to one relationship?  Then from tickets up to application or wherever it needs to go?  Just seems I could get a more accurate dollar to ticket if the dollars went right to tickets and projects and then whatever didn't match to towers to be divided up.