Figure D.E.14.1 - Service Management

Attribute solved is (at the fact instance level) a binary variable (parameter value 0 or 1, depending on whether the problem could be solved or not) that may be aggregated using the "average" operator along all dimensions. This allows us to analyze the ratio of reported problems that could be solved.

Please identify the fact of interest and build the attribute tree. No attributes have to be pruned or grafted. Some attributes cannot be used for aggregation in a meaningful way. Those should be tagged as non-dimension attributes in the fact schema.

Then derive the fact schema from the tree by defining dimensions, fact attributes and hierarchies and build a glossary for the fact attributes.

Please include an additional fact attribute counting the number of reports

Figure D.E.14.2 - The attribute tree

Customer, problem and technician are defined as dimensions, dimension month is introduced as a range of the date attribute. The dimension technician is tagged as optional.

The attributes incurred costs and solved are selected as fact attributes and an additional key figure no. of reports is introduced. Attribute solved is non-additive along all dimensions

The address of the customer and the description of the problem become non-dimension attributes.

Figure D.E.14.3 - The fact schema

incurred costs = SUM(REPORTS.incurred costs)

solved = AVG(REPORTS.solved)

no. of reports = COUNT(REPORTS)