Service Operations (Work & Resource Management)

Tracer provides each person on the support team with a “dashboard’ that displays all work tasks assigned to them. Tasks are identified by work event type and are highlighted with a colored indicator that indicates the “performance status” (green, yellow, red) of that task. The performance status is linked to a specific service metric for that work event type that was defined within the Service Level Agreement.

Green – within service guidelines

Yellow – within X hours/days of missing service metric

Red – the service metric has been missed

In this way every team member can easily identify any task that is getting close to or has missed a service metric guideline. This is also an invaluable aid to the Team Leader in escalating a performance issue or changing work priorities.

4d - Service Operations_a

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