Metric definitions and Revenue at Risk speak in projects

Vendors see the same words in a metric’s definition as on the card it explains. The definitions behind Active Service Revenue, Revenue at Risk, Revenue delivered, On-time delivery rate, Customer retention rate, CSAT, Customers at renewal risk and Top customers now talk about projects and active projects, not engagements or work in flight, and say paid and invoiced instead of settled and billed. Active Service Revenue reads “Contracted value of every project approved and not yet paid or ended”, and Revenue at Risk reads “Remaining delivery value of the active projects of the customers Service delivery risks flags”.

The Service delivery risks panel on the Live Service Command Centre is written the same way everywhere it appears: on the card, on the Revenue at Risk page and in the definitions. On the Revenue at Risk page, the empty states, the bridge from Active Service Revenue and the line that reconciles the figure now count active projects.

Customers at renewal risk no longer links to Revenue at Risk. Revenue at Risk values the customers Service delivery risks flags, not the customers at renewal risk, so the link pointed at the wrong figure.