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Draft

Findings about financials

  1. Difficult to isolate the Hardware Repair business in SAP as revenues from the Software side of service center are also mixed in there.  
  2. Clarity is absent from the repair-event to financial-transaction relationship for repairs.  Cases generally do not record the amount expected to accrue back to IS&T.  SAP DTR transactions generally do not record the ticket number that matches it.
  3. Staffing model is a muddle.  Payroll expenses that occur in 1637500 are only for Hardware Service, but an uncertain amount of Help Desk staff also contribute effort to tickets that end up in Hardware; that time is difficult to document.   
  4. The use of clarifying fields in RT is inconsistent at best.  These fields are the ones that power our ability to tell what kind of work is what.  These fields are the ones that power management reporting and metrics.