SLM 7.6.00 User Guide

BMC Service Level Management 7.6.
00
Users Guide
December 2009
www.bmc.com
Contacting BMC Software

You can access the BMC Software website at http://www.bmc.com. From this website, you can obtain information about the company, its products, corporate offices, special events, and career opportunities.
United States and Canada

Address BMC SOFTWARE INC 2101 CITYWEST BLVD HOUSTON TX 77042-2827 USA Telephone 713 918 8800 or 800 841 2031 Fax 713 918 8000
Outside United States and Canada

Telephone (01) 713 918 8800 Fax (01) 713 918 8000
If you have comments or suggestions about this documentation, contact Information Design and Development by email at doc_feedback@bmc.com.
Copyright 19912009 BMC Software, Inc. BMC, BMC Software, and the BMC Software logo are the exclusive properties of BMC Software, Inc., are registered with the U.S. Patent and Trademark Office, and may be registered or pending registration in other countries. All other BMC trademarks, service marks, and logos may be registered or pending registration in the U.S. or in other countries. All other trademarks or registered trademarks are the property of their respective owners. IT Infrastructure Library is a registered trademark of the Office of Government Commerce and is used here by BMC Software, Inc., under license from and with the permission of OGC. ITIL is a registered trademark, and a registered community trademark of the Office of Government Commerce, and is registered in the U.S. Patent and Trademark Office, and is used here by BMC Software, Inc., under license from and with the permission of OGC. UNIX is the registered trademark of The Open Group in the U.S. and other countries. BMC Software considers information included in this documentation to be proprietary and confidential. Your use of this information is subject to the terms and conditions of the applicable End User License Agreement for the product and the proprietary and restricted rights notices included in this documentation.
Restricted rights legend

U.S. Government Restricted Rights to Computer Software. UNPUBLISHED -- RIGHTS RESERVED UNDER THE COPYRIGHT LAWS OF THE UNITED STATES. Use, duplication, or disclosure of any data and computer software by the U.S. Government is subject to restrictions, as applicable, set forth in FAR Section 52.227-14, DFARS 252.227-7013, DFARS 252.227-7014, DFARS 252.227-7015, and DFARS 252.227-7025, as amended from time to time. Contractor/Manufacturer is BMC Software, Inc., 2101 CityWest Blvd., Houston, TX 77042-2827, USA. Any contract notices should be sent to this address.
Customer Support
You can obtain technical support by using the Support page on the BMC Software website or by contacting Customer Support by telephone or email. To expedite your inquiry, please see Before Contacting BMC Software.
Support website
You can obtain technical support from BMC Software 24 hours a day, 7 days a week at http://www.bmc.com/support. From this website, you can:

Read overviews about support services and programs that BMC Software offers. Find the most current information about BMC Software products. Search a database for problems similar to yours and possible solutions. Order or download product documentation. Report a problem or ask a question. Subscribe to receive email notices when new product versions are released. Find worldwide BMC Software support center locations and contact information, including email addresses, fax numbers, and telephone numbers.
Support by telephone or email

In the United States and Canada, if you need technical support and do not have access to the Web, call 800 537 1813 or send an email message to customer_support@bmc.com. (In the Subject line, enter SupID:<yourSupportContractID>, such as SupID:12345.) Outside the United States and Canada, contact your local support center for assistance.
Before contacting BMC Software

Have the following information available so that Customer Support can begin working on your issue immediately:
Product information Product name Product version (release number) License number and password (trial or permanent)
Operating system and environment information Machine type Operating system type, version, and service pack System hardware configuration Serial numbers Related software (database, application, and communication) including type, version, and service pack or maintenance level
Sequence of events leading to the problem Commands and options that you used Messages received (and the time and date that you received them) Product error messages Messages from the operating system, such as file system full Messages from related software
License key and password information

If you have a question about your license key or password, contact Customer Support through one of the following methods:
E-mail customer_support@bmc.com. (In the Subject line, enter SupID:<yourSupportContractID>, such as SupID:12345.) In the United States and Canada, call 800 537 1813. Outside the United States and Canada, contact your local support center for assistance. Submit a new issue at http://www.bmc.com/support.
Contents
Preface Audience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Icons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . About the BMC Service Level Management product . . . . . . . . . . . . . . . . . . . . . . . . . . . BMC SLM Integrations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . BMC Service Level Management documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . BMC SLM documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Solution documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Chapter 1 Introducing Service Level Management 11 12 12 12 13 14 14 14 17 18 18 18 19 19 19 19 20 20 21 21 22 23 24 25 25 27 28 29 29 30 30 30 31 31
Overview of Service Level Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . BMC SLM user roles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Customers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Service level managers and business relationship managers . . . . . . . . . . . . . . . . . Managers providing the service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Technicians providing the service. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . SLA creator . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Permissions for roles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . The Service Level Management Console . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Navigation pane . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Work area . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Logging in to the SLM Console . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Working with the navigation pane . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Working with tables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Logging out of the SLM Console. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Online help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Chapter 2 Understanding BMC SLM
BMC Service Level Management overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Contracts overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Agreements overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Agreement types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Components of agreements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Review periods for an agreement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Penalties and rewards for an agreement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Milestones for agreements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Contents
Compliance calculations for agreements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31 Weighting of service targets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32 Agreement compliance history . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33 Agreement compliance involving request-based service targets . . . . . . . . . . . . . . 33 Service targets overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35 Request-based service targets. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35 Availability service targets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36 CI outage service targets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37 Compliance-only service targets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37 Performance-monitoring service targets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37 Components of service targets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38 Status of service targets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38 Measurement status of service targets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38 Terms and conditions for request-based, availability, and compliance-only service targets. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40 Rules for defining terms and conditions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41 KPIs for performance-monitoring service targets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41 Key performance indicators (KPIs) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42 Measurement criteria for request-based and availability service targets. . . . . . . . . . . 43 Measurement criteria for request-based service targets. . . . . . . . . . . . . . . . . . . . . . 43 Measurement criteria for availability service targets . . . . . . . . . . . . . . . . . . . . . . . . 44 Measurement options for request-based service targets . . . . . . . . . . . . . . . . . . . . . . . . 44 Missing data for performance-monitoring service target data . . . . . . . . . . . . . . . . . . . 45 Compliance calculations for service targets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45 Compliance for availability, CI Outage, and performance-monitoring service targets . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46 Retroactive modification of compliance data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49 Milestones for service targets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49 Milestones for performance-monitoring service targets . . . . . . . . . . . . . . . . . . . . . 49 Templates. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50 Chapter 3 Working with contracts 51
Creating a contract . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52 Relating agreements to a contract . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54 Managing contracts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55 Multiple service providers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56 Multiple service providers and roles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57 Chapter 4 Working with agreements 59
Defining agreements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60 Entering basic information for an agreement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60 Using the Related Service Targets tab. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61 Using the Review Periods and Penalties Rewards tab . . . . . . . . . . . . . . . . . . . . . . . 62 Using the Milestones tab. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64 Creating milestone actions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65 Using the Contracts/Attachments tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72 Using the Audit Trail tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74
Users Guide
Managing agreements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75 Configuring dependent agreements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76 Chapter 5 Working with service targets 77 78 78 79 79 79 79 80 80 80 81 82 82 83 85 86 87 89 90 91 91 92 94 95 96
Service targets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Before you begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . General information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Goals, costs, and business schedules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Measurements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Missing data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Milestones and actions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Templates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Request-based service targets. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Step 1: Specifying general information for request-based service targets (basic mode). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Step 1: Specifying general information for request-based service targets (advanced mode) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Step 2: Setting goals and business schedules for request-based service targets (basic mode). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Step 2: Setting goals and business schedules for request-based service targets (advanced mode) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Step 3: Specifying measurement criteria for request-based service targets (basic mode). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Step 3: Specifying measurement criteria for request-based service targets (advanced mode) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Step 4: Setting milestones for request-based service targets . . . . . . . . . . . . . . . . . . Availability service targets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Step 1: Specifying general information for availability service targets (basic mode). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Step 1: Specifying general information for availability service targets (advanced mode) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Step 2: Setting goals and business schedules for availability service targets (basic mode). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Step 2: Setting goals and business schedules for availability service targets (advanced mode) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Step 3: Specifying measurement criteria for availability service targets (basic mode). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Step 3: Specifying measurement criteria for availability service targets (advanced mode) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Step 4: Setting milestones for availability service targets . . . . . . . . . . . . . . . . . . . .
Contents
CI Outage service targets. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97 Life cycle interval . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98 Step 1: Specifying general information for CI Outage service targets (basic mode) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98 Step 1: Specifying general information for CI Outage service targets (advanced mode) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100 Step 2: Specifying costs for CI Outage service targets (basic mode) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100 Step 2: Specifying costs for CI Outage service targets (advanced mode) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101 Step 3: Specifying measurement criteria for CI Outage service targets (basic mode) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102 Step 3: Specifying measurement criteria for CI Outage service targets (advanced mode) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103 Step 4: Specifying milestones for CI Outage service targets . . . . . . . . . . . . . . . . . 104 Creating and viewing an outage for a CI . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105 Calculations for a CI Outage service target . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106 Compliance-only service targets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108 Step 1: Specifying general information for compliance-only service targets (basic mode) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110 Step 1: Specifying general information for compliance-only service targets (advanced mode) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111 Performance-monitoring service targets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111 Step 1: Specifying general information for performance-monitoring service targets (basic mode) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112 Step 1: Specifying general information for performance-monitoring service targets (advanced mode) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113 Step 2: Setting goals and business schedules for performance-monitoring service targets (basic mode) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113 Step 2: Setting goals and business schedules for performance-monitoring service targets (advanced mode). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114 Step 3: Specifying missing data rules and processing frequency for performance-monitoring service targets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117 Step 4: Setting milestones for performance-monitoring service targets . . . . . . . 117 Building key performance indicators (KPIs) for performance-monitoring service targets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118 Mapping KPIs for BMC Service Impact Manager service targets. . . . . . . . . . . . . 122 Viewing a graphical representation of CI relationships. . . . . . . . . . . . . . . . . . . . . 125 Associate Collection Node tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125 Mapping Collection Nodes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 126 Audit Trail tab. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 126 Administration tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127 Using the Service Targets tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128 Follow the Sun. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129 Configuring Follow the Sun . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130 Using multiple servers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131 Follow the Sun use cases. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131
Users Guide
Chapter 6
Working with dashboards
135 136 136 138 138 138 138 143 143 143 145 146 146 150 150 152 153 153 155 157 157 158 160 161 162 162 162 167 168 169 169 170 171 172 172 172 172 174 176 176 178 180 180 183 185 185
9
Overview of dashboards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Logging in to dashboards. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Service Level Manager Dashboard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Compliance tab. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Using the navigation pane . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Viewing data in the Compliance contents pane . . . . . . . . . . . . . . . . . . . . . . . . . . . SLM Trends tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Searching for contracts and agreements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Filtering agreements by selecting review periods . . . . . . . . . . . . . . . . . . . . . . . . . Viewing agreements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Service Targets tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Navigation pane . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . CI Compliance View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Using the CI Compliance View dashboard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Viewing agreements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Business Services tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Business Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Use case for dashboards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Customer Dashboard. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Agreements table on the customer dashboard . . . . . . . . . . . . . . . . . . . . . . . . . . . . Viewing agreements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Displaying icons in the Dashboards after changing the mid tier . . . . . . . . . . . . . Chapter 7 Working with reports
Using predefined reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Setting preferences to view and print reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . General reports for agreements and service targets. . . . . . . . . . . . . . . . . . . . . . . . Generating a report by using your own qualifications . . . . . . . . . . . . . . . . . . . . . . . . Saving your qualifications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Generating a report using saved qualifications . . . . . . . . . . . . . . . . . . . . . . . . . . . Generating a report using advanced qualifications . . . . . . . . . . . . . . . . . . . . . . . . Generating reports on the web . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Chapter 8 Using BMC SLM with other applications
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Qualification builder forms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Using Service Level Management with BMC Remedy Incident Management. . . . . Creating service targets for an incident request . . . . . . . . . . . . . . . . . . . . . . . . . . . Viewing service targets in BMC Remedy Incident Management. . . . . . . . . . . . . Using Service Level Management with BMC Remedy Change Management . . . . . Creating service targets for a change request . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Viewing service targets in BMC Remedy Change Management . . . . . . . . . . . . . Integration with Release Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Creating service targets for a release request . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Viewing service targets related to a release request. . . . . . . . . . . . . . . . . . . . . . . . Displaying BMC SLM status in custom applications . . . . . . . . . . . . . . . . . . . . . . . . . . Before you begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Contents
BMC Service Level Management status indicator behaviors. . . . . . . . . . . . . . . . . . . . 187 Using Service Level Management with Requester Console. . . . . . . . . . . . . . . . . . . . . 188 Creating service targets for a service request . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 188 Using Service Level Management with BMC Remedy Asset Management . . . . . . . 190 Creating service targets for unavailable CIs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 190 Viewing service targets related to a CI . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 192 Using BMC SLM with BMC Service Request Management. . . . . . . . . . . . . . . . . . . . . 193 Accessing BMC SLM from the BMC Portal . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 193 Viewing the status of agreements in BMC Portal and BMC Impact Explorer . . 195 Glossary Index 197 205
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Users Guide
Preface
This guide describes how to use the BMC Service Level Management (BMC SLM) application. The application runs on BMC Remedy Action Request System (BMC Remedy AR System) and consumes data from the BMC Atrium Configuration Management Database (CMDB) application.
Preface
11
BMC Service Level Management 7.6.00
Audience
This guide is intended for business relationship managers, service level managers, and Application Administrators who use the BMC Service Level Management application to define and create agreements and service targets, modify agreements and service targets, delete agreements and service targets, and run and view reports.
Icons
Documentation for the BMC Service Level Management products contains the following icon:
Icon Description The Best Practice icon highlights processes or approaches that BMC has identified as the most effective way to leverage certain features in the suite.
About the BMC Service Level Management product

BMC Service Level Management enables a service provider, such as an IT organization, a customer support group, or an external service provider, to formally document the needs of its customers or lines of business using service level agreements, and provide the correct level of service to meet those needs. BMC SLM also provides a means to review, enforce, and report on the level of service provided. It streamlines the most important task of all, which is the communication between a service provider and its customers. Multiple service targets can be defined and monitored, acting as a bridge between IT service support and IT operations. This enables costs to be controlled and helps to provide a consistent level of service in support of a key business service. BMC SLM provides the following functionality:
!
Helps IT managers, customer service managers, and other service providers to guarantee a high level of responsiveness to service requests. Helps service organizations to assess and monitor the relationship between the support staff and their customers and helps them to meet service commitments.
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Users Guide
About the BMC Service Level Management product
Allows service organizations to monitor key infrastructure performance indicators and business services as defined in Service Level Agreements (SLAs), Operational Level Agreements (OLAs), and Underpinning Contracts. Provides a means to create goals and monitor commitments through reports and graphical dashboards.
BMC SLM Integrations

The BMC Remedy AR System integrations allow BMC SLM to communicate and share data with the following applications:
! ! ! ! ! ! ! ! ! !
BMC Remedy Incident Management BMC Remedy Change Management and Release Management BMC Remedy Asset Management BMC Service Request Management BMC Service Impact Manager BMC Performance Manager BMC Transaction Management Application Response Time BMC Service Impact Manager BMC ProactiveNet Analytics SNMP
Preface
13
BMC Service Level Management documentation

Unless otherwise noted, online documentation is in the Docs directory of the product DVD and the Customer Support website at http://www.bmc.com/support. You can access application help by clicking Help links within the application.
BMC SLM documentation

The following table lists the documentation available for SLM.
Title BMC Service Level Management 7.6.00 Release Notes BMC Service Level Management 7.6.00 Users Guide BMC Service Level Management 7.6.00 Installation Guide BMC Service Level Management 7.6.00 Configuration Guide BMC Service Level Management 7.6.00 Quick Start Guide Help Document provides Information about known issues in each release of BMC Service Level Management. Also provides a list of new features included with the application. Procedures for using the BMC Service Level Management application; includes new features and overview. Audience Everyone
Everyone
Procedures for installing the BMC Service Level Management Everyone application. Procedures for configuring the BMC Service Level Management application. Administrators
A reference card to help you quickly install and configure the Users and BMC Service Level Management application. Administrators Help for using and configuring SLM, available by clicking Help in the product interface. Available from help links after help is installed. Users and administrators
Solution documentation
The following table lists documentation for BMC solutions that include BMC SLM. This documentation is available on the Customer Support website at http:// www.bmc.com/support.
Title Document provides Audience Everyone BMC Dashboards for Business Information about installing, configuring, and using BMC Service Management Getting Dashboards for BSM. Started Information about installing and configuring the CCM BMC Change and (Change and Configuration Management) offerings. Configuration Management Installation and Configuration Guide
Administrators
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Users Guide
BMC Service Level Management documentation
Title
Document provides
Audience Everyone
BMC Service Impact Manager: Detailed information about the Integration for the BMC Integration for BMC Remedy Remedy Service Desk (IBRSD) component. This guide is Service Desk User Guide intended for system administrators and users with an understanding of the BMC Impact Manager and BMC Remedy Service Desk environments. Service Management Solutions Information about new features, open issues, and resolved Release Notes issues. Service Management Solutions A certified path, which has been tested and validated, to Installation and Configuration successfully install the Service Management Solution Guide offerings. Service Management Solutions A reference to quickly installing and configuring Service Installation Overview Management Solutions applications.
Everyone Administrators
Administrators
Preface
15
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Users Guide
Chapter
Introducing Service Level Management

The Service Level Management application provides a combined solution to bridge operations and services. The information that follows is an introduction to the Service Level Management application. The following topics are provided:
! ! ! !
Overview of Service Level Management (page 18) BMC SLM user roles (page 18) The Service Level Management Console (page 20) Online help (page 25)
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17
Overview of Service Level Management

BMC Service Level Management is involved with the continuous and proactive process of defining, agreeing, monitoring, reporting, and reviewing the performance of IT services to make sure that adequate levels of service are delivered in alignment with business needs and at acceptable cost.
BMC SLM user roles

The person responsible for configuring the BMC SLM application is typically the Application Administrator. Before any of the general configuration tasks can be performed, create a user who is the Application Administrator and add them to the Administrator permission group in the BMC Remedy AR System User form. See the BMC Remedy Action Request System Form and Application Objects Guide for more information. You must have a BMC SLM User License to view all the Dashboards except the Customer Dashboards. The Service Level Management application is often used by the following user roles:
! ! ! ! !
Customers Service level managers and business relationship managers Managers providing the service Technicians providing the service SLA creator
Customers
Customers can be internal or external. Internal customers include the Vice President of a company or the Line of Business Manager. External customers are those customers external to the IT service providers. Both internal and external customers want information about whether the agreements are being met. They also need to know whether the service has changed over a period of time and whether any penalties are owed for poor performance. Assign the SLM Customer permissions to this role.
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Users Guide
BMC SLM user roles
Service level managers and business relationship managers

Service level managers, service providers, and business relationship managers manage the relationship between the IT organization and the customers (business users or customers). They view reports and dashboards and also define agreements and service targets. They need information about whether they are delivering to the agreements, if they are operating within the budget, and if any potential problems exist that they can proactively manage. Assign the SLM Manager and Reporting User permissions to this role.
Managers providing the service

Managers who provide services include application owners, IT Service Desk Managers, IT Operations Managers, and Customer Support/Service Managers. They are responsible for the people and infrastructure that comprise a service. They have ownership for delivering the service to customers. They are interested in reports and dashboards and also define agreements and service targets. They are notified proactively when service target goals are at risk of being missed and they require access to the details of each service target breach. They need information about whether the agreements are being met, whether the agreements are at risk of being missed and why, and which service targets are not being met, thereby causing the agreements to be in warning or alarm states. They also need to know whether are any accumulated penalties or incentives for agreements exist and whether the company is operating within costs. Assign SLM Manager and Reporting User permissions to this role.
Technicians providing the service

The technicians are managed by the Managers providing the service and make sure that individual service targets are met. They want to know the details of what is required of them, for example, resolve service desk incidents within four hours. They receive secondary BMC SLM information. Assign the SLM Console and Dashboards User permissions to this role if they need to view further details about the service targets or to see dashboard results.
SLA creator
The SLA Creator is responsible for entering agreement and service target data into the BMC SLM application. The SLA Creator creates agreements for other people, such as the Service Level Manager. Assign SLM Manager permissions to this role, and also SLM Config if the SLA Creator needs to create templates.
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Permissions for roles

The following list describes the roles supplied with BMC SLM and the permissions for each role. Assign roles to your users by selecting from the Group list in BMC Remedy AR System User form.
NOTE
All roles must have a BMC SLM User license to view BMC SLM Dashboards and Consoles.
!
SLM ConfigThis role has access to the BMC SLM functions in the Application Administration Console, the Service Level Management Console, and in the dashboards. The SLM Config can create, modify, delete, and view agreements and service targets. SLM ManagerThis role has access to BMC SLM functions in the Service Level Management Console and SLM Dashboards. The SLM Manager can create, modify, delete, and view agreements and service targets. SLM Console and Dashboards UserThis role has access to the Service Level Management Console. The SLM Console and Dashboards User can view agreements and service targets but cannot create or modify them. This role can view the SLM Dashboards with a BMC SLM User license but cannot add comments. SLM Unrestricted ManagerThis role has access to BMC SLM functions in the Service Level Management Console and SLM Dashboards. The SLM Unrestricted Manager can create, modify, delete, and view agreements and service targets. In addition, this role has complete MSP (multi-tenancy) data access and can access data for all contracts. This role does not include rights to the Application Administration Console. SLM CustomerThe SLM Customer can view the SLM Customer Dashboards with a BMC SLM User license. Reporting User and Reporting AdminThese roles are provided as part of the Reporting Console. To run reports, a user must be a member of one of the Reporting groups. The other BMC SLM groups do not include rights to the Reporting Console.
The Service Level Management Console

The Service Level Management Console is the starting point for the BMC SLM application. You can use the console to perform all BMC SLM-related actions, which include creating, modifying, and deleting agreements and service targets, generating reports, creating contracts, and using the dashboards. Before you start using the BMC SLM application, familiarize yourself with the Service Level Management Console and basic navigation functions.
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Users Guide
The Service Level Management Console consists of the following two main forms:
! !
Navigation pane Work area
Navigation pane
The navigation pane of the Service Level Management Console holds the agreements and service targets in a hierarchical folder structure. When you click a folder, the agreements and service targets appear in the table in the right pane of the console. Agreements and service targets can exist in only one location in the hierarchy.
Work area
Information about the right pane is organized under the following tabs:
!
Agreements tabUse the Agreements tab to define and create agreements, search for agreements based on specific criteria (status, title, ID, and category), remove agreements that you do not need, copy agreements. Service Targets tabUse the Service Targets tab to define and create service targets, search for service targets based on specific criteria (status, title, ID, and category), remove service targets that you do not need, and copy service targets. Launch your browser and enter a URL. Launch it from your Start menu, and then log in to the Service Level Management Console. Double-click the BMC SLM icon located on your desktop. Contact your system administrator to set up your user name and password if you do not already have one.
You can start the BMC SLM application in one of the following ways:
! !
! !
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Logging in to the SLM Console

After you launch the BMC SLM application, you can log in to access the Service Level Management Console.
! To open the Service Level Management Console in a browser

1 Type the following path into your browser:
http://midTierServer:port/arsys/forms/ARServer/SLM%3AConsole
! midTierServer
is the name of the BMC Remedy Mid Tier server, specified in the format serverName.company.com. is an optional port number; include this only if the web server is not on the default port of 80. is the BMC Remedy AR System server on which the BMC Service Level Management application is installed.
! port
! ARServer
2 In the User Name and Password fields of the Welcome page, enter your user name
and password.
3 Click Login.
Your Home Page appears.

4 Click the Service Level Management link in the left navigation pane.
The Service Level Management Console appears with a navigation pane on the left and a table with a list of agreements on the right.
! To open the Service Level Management Console using BMC Remedy User
!
Double-click the BMC SLM icon that your administrator has configured on your desktop.
The Service Level Management Console appears.
NOTE
If you are logging in for the first time, enter the user name, password, and application server name in the BMC Remedy User dialog box.
! To log in for first-time users of BMC Remedy User

1 Double-click the BMC SLM application icon on your desktop. 2 In the User Name field, type your user name. 3 In the Password field, type your password. 4 If your administrator has given you a preference server name or an authentication
string, type this information in the Preference Server and Authentication fields. The Service Level Management Console appears.
5 Click OK.
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Users Guide
Working with the navigation pane

The following steps describe how to search for items in the navigation pane and how to create, rename, and delete directories and subdirectories in the navigation pane.
! To search for items in the navigation pane

1 Enter the search criteria in the Find field. 2 Click Find. 3 Continue to click Find to display multiple matches.
! To create a directory or subdirectory in the navigation pane

You can create up to ten levels in the hierarchy.
1 Log in to the BMC SLM Console. 2 Select the level in which you want your new folder to reside. 3 Click Create. 4 Enter a name for the folder in the Confirm Operation dialog box and click OK.
! To show items in a subdirectory of the navigation pane

1 Log in to the BMC SLM Console. 2 In Show Items In Subfolder, select Yes.
The table displays all the agreements or service targets in the subdirectories below the selected directory.
! To rename a directory or subdirectory in the navigation pane

1 Log in to the BMC SLM Console. 2 Select the directory you want to rename. 3 Click Rename. 4 In the Confirm Operation dialog box, enter the new name for the directory. 5 Click OK.
! To delete a level in the navigation pane hierarchy

You can delete empty directories from the hierarchy.
1 Select the directory you want to delete and click Delete. 2 In the Confirm Operation dialog box, click Yes.
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23
Working with tables

When working in the Service Level Management application, you see information presented in tables. Table 1-1 describes how to work with tables.
Table 1-1: Managing tables Action Update table data Sort table data Description Click Refresh. Click the header of the column that contains the information you want to sort. The list of items is ordered according to that column. To reverse the sort order within that column, click the column header again. Print table data 1 Right-click in the table. (BMC Remedy User) 2 From the menu that appears, choose Print Table. 3 In the Print dialog box, specify any options and click OK. View an item in the table Copy items in the table Select the item in the table and click View. The item appears in another window.
1 Select the item in the table and click Copy. 2 In the Confirm Operation dialog box, enter the name of the new
item and click OK.
The new item is listed in the table and is ready to modify. Change column width Change column order (Web)
1 Place the cursor over the edge of the column in the header.
The cursor changes to a vertical line with two arrows.

2 Click and drag the column to the width that you want. 1 Click the header of the column that you want to move. 2 Drag the column to the position that you want.
Change column 1 Right-click the table. order (BMC Remedy 2 From the menu that appears, select Preferences > Column Order. User) 3 In the Column Order dialog box, select the column and click the up and down arrows to move the column order. 4 Click OK to make your changes. Remove a column Select Preferences > Remove Column > columnHeader. from the table (Web)
1 Right-click the table. Remove a column from the table (BMC 2 From the menu that appears, select Preferences > Remove Remedy User) Column > columnHeader.
Save changes (Web) Select Preferences > Save. Save changes (BMC Remedy User)
1 Right-click the table. 2 From the menu that appears, select Preferences > Save.
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Users Guide
Online help
Logging out of the SLM Console

! To log out of the web client
Click Logout.
! To log out of BMC Remedy User

Choose File > Exit.
Online help
The online help system provides a list of help topics and procedures to assist you in using the BMC SLM application. Click Help located on the top right corner of the Service Level Management Console to access contents of the help system.
NOTE
On the BMC SLM forms, the Help link provides context sensitive information about the specific tab that you are working on.
Chapter 1
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26
Users Guide
Chapter
Understanding BMC SLM
The Service Level Management application uses contracts, agreements, and service targets to monitor the performance of a service, other configuration items, or infrastructure processes. The information in this section describes components of agreements and service targets. The following topics are provided:
! ! ! ! ! ! ! ! !
! ! ! ! ! ! !
BMC Service Level Management overview (page 28) Contracts overview (page 29) Agreements overview (page 29) Review periods for an agreement (page 30) Penalties and rewards for an agreement (page 31) Milestones for agreements (page 31) Compliance calculations for agreements (page 31) Service targets overview (page 35) Terms and conditions for request-based, availability, and compliance-only service targets (page 40) KPIs for performance-monitoring service targets (page 41) Measurement criteria for request-based and availability service targets (page 43) Measurement options for request-based service targets (page 44) Missing data for performance-monitoring service target data (page 45) Compliance calculations for service targets (page 45) Milestones for service targets (page 49) Templates (page 50)
Chapter 2
27
BMC Service Level Management overview

The level of service that an IT department provides to a company needs to be aligned to its business needs. BMC Service Level Management formally documents agreements supporting the contract between the business and the IT organization. Service Level Management provides a means to review, enforce, and report on the level of service provided and to make sure that the service meets the predetermined goals for quality and cost effectiveness. The business contract contains agreements in which the level of service is specified. These agreements consist of individual service targets or goals that are used to evaluate whether the agreement is in compliance.
Figure 2-1: Overview of BMC SLM structure
Contract
Contract parties Effective dates Accounting codes Purchase price
Service Level Agreement Operational Level Agreement, or Underpinning Contract

Compliance target Review periods Penalties & rewards Milestones
Service Level Agreement Operational Level Agreement, or Underpinning Contract

Compliance target Review periods Penalties & rewards Milestones
Service Targets
Goals Costs Terms & conditions: KPI expression or qualification Measurement rules Milestones & actions
Service Targets
Goals Costs Terms & conditions: KPI expression or qualification Measurement rules Milestones & actions
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Users Guide
Contracts overview
Contracts overview
A contract is a documented relationship between two parties that identifies details about each party, accounting and budget codes, purchase cost, and expiration dates, and ties one or more SLAs, OLAs, or underpinning contracts to the interested parties. The contract also makes it possible to segment and restrict access to the compliance and service target results so that results can be viewed by contract. You can attach contracts to agreements that provide information about the service provider, the effective date of the contract, the review date, and the expiration date. The contract provides information about the customer including:
! ! ! ! ! ! ! ! ! !
Company name Customer Site Region Department Address Type Contact information Attachments for actual contract documents Related agreements
You can specify multiple agreements within a contract and link one agreement to multiple contracts. Contracts enable multiple service providers to define contracts on one server for multiple companies or multiple groups within one company. This feature restricts access to compliance and service target results to a group or role specified within the contract. Other types of contracts can be linked to company assets through integration with BMC Remedy Asset Management.
Agreements overview
Agreements define the compliance of single or multiple targets over a period of time. This section contains the following information:
! !
Agreement types Components of agreements
Chapter 2
29
Agreement types
!
Service level agreements Service level agreements (SLAs) are agreements between the customer and the service provider. They allow you to track performance and progress against your commitments to the customer so that you can react quickly to make sure that the goals defined in the SLAs are met. SLAs can consist of one or more service targets.
Operational level agreements Operational level agreements (OLAs) are agreements created to track internal processes. OLAs can also contain one or more objectives or service targets. The OLAs would be used to track internal service commitments such as the following service targets:
! !
Response time for incidents or problems assigned to IT groups Availability of servers supporting various applications
Underpinning contracts Underpinning contracts (UCs) are used to track performance against a prearranged agreement your service team has with an external service provider. A third party is associated with this category.
Components of agreements
An agreement must include:
! !
A compliance target At least one service target One or more milestones with one or more actions associated with each milestone. For example, an SLA milestone can have one action that sends email notifications and another that sends a pager notification. Penalties or rewards Other SLAs, OLAs, or UCs An association with one or more contracts.
An agreement can optionally include:

!
! ! !
Review periods for an agreement

Review periods indicate how often compliance should be calculated for a specific agreement. It is the period of time over which your agreement must reach the compliance target specified in the Related Service Targets tab. For example, if your compliance target is 98 percent, and you select Daily for your review period, your agreement must be compliant 98 percent of the time on a daily basis; if you select Weekly, your agreement must be compliant 98 percent of the time for the week.
30 Users Guide
Penalties and rewards for an agreement
Penalties and rewards for an agreement

You can define penalties for noncompliance of an agreement, and rewards for meeting and exceeding the specified goals. These penalties and rewards are determined for each review period at the end of the period. You set the percentage range for a compliance target in the Service Level Management Console, along with the monetary amount and the review period. This data is also shown in reports. Example 1: an SLA must be 99 percent compliant; you can set a penalty of $1,000 that is incurred for the review period if the compliance falls between 95.00 and 98.99 percent. If the compliance falls between 92.00 and 94.99 percent, the penalty is $3,000 for the review period. Example 2: if your compliance target is 98 percent on a daily basis, you might want to set a penalty for a compliance range of 96 percent to 97.99 percent of $300.00 on a daily basis. For a compliance range of 92 percent to 95.99 percent, you might want to set a more severe penalty of $600.00 per day. You might also want to add a reward of $300.00 if the compliance reaches 99 percent to 100 percent for a day.
Milestones for agreements

You can set escalation procedures that you would like to take effect if the compliance target misses a specified threshold or is at risk. These proactive milestones and actions allow you to prevent lagging performance over time. For example, if the compliance target falls below 98 percent or the At Risk compliance target falls below 99 percent, notify the SLA Manager. You can set up milestones for a specific review period, and specify the conditions under which the agreement milestone runs.
Compliance calculations for agreements

A compliance target tracks the performance of the agreement to see if the agreement was met over the review period. For example, IT commits that an SLA is met 90 percent of the time between January and December of 2008.
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Agreement compliance is calculated using the data collected for each service target related to the agreement. At the end of each review period, the processor calculates the overall percentage compliance for the agreement. During the review period the processor evaluates the data at regular intervals to determine the current agreement compliance. Table 2-1 shows the possible review periods and the frequency of compliance calculation.
Table 2-1: Frequency of compliance calculations Review period Daily Weekly Monthly Quarterly Automated calculation interval Every hour (5 minutes after the hour) Every 4 hours (00:05:00, 04:05:00, and so on) Every day at the time of the review period Every day at the time of the review period
Each time the agreement compliance data is calculated, the system checks the milestones for the agreement. If any of the results meet the milestone conditions, it triggers the action for the milestone. The system also calculates the impact costs, based on the amounts estimated during the service target definition, and records a cumulative total for each service target. At the end of the review period, the processor performs the final calculation for the entire review period. It calculates any penalties or rewards and you can view these with the Dashboards feature or create a report.
Weighting of service targets

When defining the agreement, enter a number between 1 and 20 for each related service target. The higher the number, the more value the service target has when calculating the compliance. The default is 1. The system evaluates the service targets and their weightings, and assigns each service target a weighted contribution percentage. This allows an Urgent priority service target to be more important than a Low priority service target. The weighted contribution percentage is calculated by dividing the service targets weighting by the total weight of all service targets. The system calculates the weighted contribution dynamically based on the relative importance of each service target. Table 2-2 shows an example.
Table 2-2: Weighted contribution percentage calculations Service target importance Urgent service target High service target Medium service target Low service target Weighted value 20 10 5 5 Weighted calculation 20/(20+10+5+5) 10/(20+10+5+5) 5/(20+10+5+5) 5/(20+10+5+5) Weighted contribution % 50 25 12.5 12.5
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Compliance calculations for agreements
To calculate the agreement compliance, the service target weighted contribution percent is multiplied by the service target performance percent for the review period.
Table 2-3: Calculating agreement compliance Service target importance Urgent service target High service target Medium service target Low service target Period performance 90% 90% 85% 75% Compliance calculation 50% x 90% 25% x 90% 12.5% x 85% 12.5% x 75% Compliance % gained 45 22.5 10.625 9.375 Total compliance % gained: 87.5
If no measurements exist for a service target for the review period, the service target weighted contribution is considered to be 100 percent. If you want all the service targets to be weighted the same, give them all a weighting of one.
Agreement compliance history

To improve the processing efficiency when determining the performance percentage for each service target, the SLA ComplianceHistory record contains each service targets most currently calculated data for each review period. The data includes the status and the impact costs and is used in the Dashboards display.
Agreement compliance involving request-based service targets

The agreement compliance percentage for a request-based service target for the review period is calculated from the total count of service targets met divided by all the resolved measurement records for that review period. Service targets that have a status of missed goal are considered missed. The compliance calculations for an agreement do not include service targets attached to a request that is still in progress. This occasionally leads to inconsistencies on the dashboards display of agreement compliance percentages and the status of related service targets attached to open incidents.
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For example: Service Target 001 with a resolution goal of 2 hours and measurement criteria of Start When = In Progress and Stop When = Resolved is related to Agreement 001. Service Target 001 is attached to Incident Request 001 and meets the Start When criteria. After 2 hours the incident is not resolved so the goal for the service target is not met. Therefore, the status for Service Target 001 is set to Missed Goal. However, Incident Request 001 is still In Progress, that is, the Stop When criteria have not been met, so Service Target 001 is not taken into account when calculating the compliance for Agreement 001. It might still show a compliance percentage of 100%. Impact costs for a review period are calculated as the sum of each missed service targets impact costs. Each service target compliance contribution for a review period is calculated in the following steps.
Table 2-4: Calculation of service target compliance contribution Measurement record calculation
!
Last sampled time
Calculate now Date/Time
! !
Retrieve SLAComplianceHistory count from the last Calculate Now action Count all met records since Last Sampled Time and add to the values retrieved in the history Count all missed records since Last Sampled Time and add to the values retrieved in the history Push the new total to the history record Calculate met % Multiply by the service targets weighted contribution % Keep a running summation of each service targets agreement compliance contribution
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Service targets overview

Service targets define individual goals. Depending on their type, service targets have terms and conditions or expressions using key performance indicators (KPIs). They also define the impact cost of missed targets. Service targets can be related to SLAs, OLAs, or UCs or stand alone unassociated with any service or agreement. Five types of service targets exist in the BMC SLM application:
! ! ! ! !
Request-based service targets Availability service targets CI outage service targets Compliance-only service targets Performance-monitoring service targets
You can define custom goals for your service targets and give them a display label according to your business processes and needs. These custom goals map to the five internal service target types and are configured in the Application Administration Console. Also included in this section is information about the following topics:
! ! !
Components of service targets Status of service targets Measurement status of service targets
Request-based service targets

Request-based service targets measure how long it takes to complete a process, for example, the time taken to resolve a service desk request from the time the request was submitted to the time it was resolved. These service targets apply to service desk requests, incident requests, and change requests. The following two examples describe goal types for a request-based service target and their labels:
!
Incident response time Response time refers to the time it takes for the support provider to respond to a request that has been submitted. For example, IT commits to Engineering that the response to an urgent service desk request is within one hour of logging an incident request.
Incident resolution time
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Resolution time refers to the time it takes for the support provider to resolve or finish working on the request. For example, IT commits to Engineering that the resolution time for an urgent service desk request is within four hours of logging an incident request.
Table 2-5: Sample requirements for a service desk service target Priority Critical Response* Milestone time Action Resolve** Milestone time 1 hour 80% of the time allotted Action Page/SMS message Assignee Manager and Director Email Assignee Manager Email Assignee Manager Time allocation 24/7 clock
30 minutes 80% of the Page/SMS time message allotted Assignee Manager 2 hours 80% of the Email Assignee time Manager allotted 80% of the Email Assignee time Manager allotted 100% of the time allotted Email Assignee Manager
High
4 hours
80% of the time allotted 80% of the time allotted
Business time*** Business time*** Business time***
Medium 4 hours
8 hours
Low
8 hours
16 hours
100% of the Email Assignee time Manager allotted
*Response = Status > Assigned **Resolve = Resolved, Completed, or Closed ***Business Time = Usually 8-5 Monday through Friday
NOTE
The data source for this type of service target is always a BMC Remedy AR System form that is configured to work with BMC SLM.
Availability service targets

Availability service targets measure the time that an asset or service is available or unavailable over a long period. The service target tracks the up and down time of the assets based on defined available and unavailable qualifications. The time is not tracked or measured when the asset or service is in a pending state, this state is defined as being available or unavailable. For example, IT commits to Engineering that two servers used for bug tracking are available 98 percent of the time. After the availability service targets are defined, they attach to the record whenever it is submitted, modified or merged. For BMC SLM workflow to attach service targets to records, you must create an event that triggers a modify on these records.
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CI outage service targets

CI Outage service targets record the outages or unavailable instances for a specific CI.
Compliance-only service targets

A compliance-only service target enables you to access data already processed by an external source. The compliance-only service target can be related to an agreement and the data is used to evaluate the agreement compliance within the specified review period for the agreement.
Performance-monitoring service targets

Performance-monitoring service targets are evaluated on system metrics coming from infrastructure items such as servers and applications. They compare the measurements to the goals defined in the service target to determine if the service target is met or missed. For example, the data sources could be transaction management or network management products that produce high-volume, highfrequency data about availability and performance of machines, services, and applications. This type of service target is usually processed outside BMC Remedy AR System in the Collector. See BMC Service Level Management Configuration Guide for more information about configuring the Collector. Performance-monitoring goals are defined when you select the key performance indicator, goal, and cost details for a service target. The goals are made up of single values, arithmetic expressions, or Boolean expressions containing key performance indicators. When a value is received, the processor compares the value against the service targets goal. When you define a performance-monitoring service target, you can set a numeric value for the goal; for example, the response time for an application must be less than or equal to 4 seconds. When the data is processed, this goal is compared with the metrics received from the monitoring agent and then translated into one of four states:
! ! ! !
OK At Risk Missed Unknown
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The goal types for performance-monitoring service targets can also be displayed with any label, as shown in the following examples:
!
Disk space usage With this goal type, the service target commits to maintaining at least a certain amount of free disk space on the servers disk drive as specified in the goals of the service target.
Application response time With this goal type, the service target commits to maintaining application response time at a certain level as specified in the goals of the service target. For example, a sales person in your company needs to submit several sales orders within a certain time period. You can define a performance-monitoring service target that states that the application he uses to submit sales orders has to respond or successfully submit the order within four seconds or less. The monitoring agent records the application response time and sends data to the processor. The processor compares the data to these goals specified in the service target.
Components of service targets

A service target must include:
! ! !
One terms and conditions or KPI definition. One goal type to determine the method of how a target is met or missed. Measurement criteria (excluding performance-monitoring and compliance-only service targets). Impact costs One or more milestones with one or more actions associated with each milestone.
A service target can optionally include:

! !
Status of service targets

The following statuses of service targets are possible:
! !
EnabledThe service target is saved. DisabledThe service target cannot be attached to any new agreements. However, a request-based service target continues its measurements for agreements already in progress. InvalidThe service target is no longer in operation.
Measurement status of service targets

The status information applies as described to the following service targets. The status might be visible in reports or in the dashboards.
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Request-based service target

! !
AttachedThe Terms and Conditions apply and the record is created. In ProcessThe Start When measurement criteria are met; the measurements are taking place. PendingThe Exclude measurement criteria are met; measurements are not taking place. WarningThe Start When measurement criteria are met; the specified percentage of goal time has passed. The default is 50%. Met/MissedThe Stop When measurement criteria are met; the goal is assessed as being Met or Missed. Missed GoalThe specified goal time has passed there is no change in the Status of the Incident request, for example. The Stop When criteria have not been met.
Availability service target

! ! ! !
AttachedWhen the Terms and Conditions apply, the record is created. AvailableThe Available When measurement criteria are met. UnavailableThe Unavailable When measurement criteria are met. UnknownNeither of the Available When or Unavailable When measurement criteria are met.
CI Outage service target

! ! ! !
AttachedWhen the Terms and Conditions apply, the record is created. AvailableThe Available When measurement criteria are met. UnavailableThe Unavailable When measurement criteria are met. UnknownNeither of the Available When or Unavailable When measurement criteria are met.
Performance-monitoring service target

Measurements begin for a performance-monitoring service target when the service target is created. The processor updates the measurement record at the processing frequency specified during service target definition.
! ! ! !
MetThe processed data has a status of OK. MissedThe processed data has a status of Alarm. WarningThe processed data has a status of Warning. UnknownThe data does not have a status of Met, Missed, or Warning. The data might be missing; it was not received from the monitoring tool.
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Compliance-only service target

The compliance-only service target has no measurement records because the data has already been processed.
Terms and conditions for request-based, availability, and compliance-only service targets
Terms and conditions are the circumstances under which request-based, availability, and compliance-only service targets are in effect. For example, the terms and conditions might state that urgent service desk cases from the Engineering department are applied to a specific service target. When a request is submitted that fulfills these terms and conditions, the service target becomes attached to the request. In the case of a compliance-only service target, the terms and conditions are qualifying the set of data from the BMC Remedy AR System form. The fields used in the terms and conditions must not change through the lifespan of the request because these fields are used in the measurement processing.
NOTE
If the terms and conditions no longer apply, the Detach feature removes the service target from the request. You can use the Qualification Builder to create expressions with the Application Field, Keywords, and Symbols lists to enter your qualification, or you can type the qualification manually. For example:
'Category' = "Hardware" AND Priority = High
means that this service target applies to every record in a configured BMC Remedy AR System form that has the category of Hardware and a priority of Urgent, if it is submitted, modified, or imported. Some examples:
Priority = High AND Urgency = 3-Medium Company = ABC Company AND Organization = Finance AND Department = Payroll AND Site = San Francisco, CA 'Category' = "Business Service" AND 'Type' = "Customer Service"
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KPIs for performance-monitoring service targets
Rules for defining terms and conditions

Some rules for defining terms and conditions are as follows:
!
You must limit the Terms and Conditions statement to 4k when you build a service target. Otherwise, the statement will be truncated and your service target will not build. You must enter double quotes for strings. Do not include double quotes for integer fields. Do not include special characters or carriage returns. Do not use fields that change during the life cycle of the request, for example the Status field. Do not use the transaction (TR) value in the field because this value will not be true the next time the request is modified. Do not use Display Only fields because these fields might not be loaded when the filter processing starts. Do not use the Assignee Group field (ID 112) when setting your terms and conditions because this field is used for assigning permissions and the assignee group is stored as a number. The values that you define in the qualification should match the values in the application form, or View form in the case of compliance-only service targets. For example, in the BMC SLM Sample Application, acceptable values for Priority include Low, Medium, High, and Urgent.
! !
KPIs for performance-monitoring service targets

For performance-monitoring expressions, you can create expressions using key performance indicators (KPIs). Key performance indicators store the information from a data source and this information is used in the measurement of a service target when assessing compliance and non-compliance for defined goals. You select KPIs when defining the service target using an interface that lists the discovered KPIs of each Collection Node. These Collection Nodes are configured in the Application Administration Console. Plug-ins to monitoring products, such as BMC Performance Manager, BMC Performance Manager Express, SNMP, BMC ProactiveNet Analytics, BMC Service Impact Manager, or BMC Transaction Management Application Response Time (TM ART) can be installed with the BMC SLM application.
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Key performance indicators (KPIs)

Two kinds of KPIs exist:
!
StatusProvides the state of the item being monitored. The status is represented using the values OK, Warning, Alarm, and Offline. Numeric valueRecords a numeric value for the item being monitored. Each KPI can have a different range of values. For example, CPU Utilization can have a valid data range of 0 - 100 percent.
Two types of KPI are available for a performance-monitoring service target. Table 2-6 provides a summary of these two KPI types.
Table 2-6: KPI types used in transaction-based service targets KPI type Status Description A status KPI is used to define a service target in terms of status changes received from the data source. These status changes are triggered by transaction breacheseither performance breaches for exceeded response time thresholds or availability breaches due to HTTP errorsthat are repeated a configurable number of times or percentage of times (as determined by the Event Generation parameter specific transaction, activity, or business service node). A numeric KPI enables you to define service targets in terms of new thresholds that you set through BMC Service Level Management for end-to-end and back-end response times of monitored transactions and activities. Relevant nodes for selection Specific transaction, activity, or business service node.
Numeric
EndToEnd or Backend node under a specific transaction or activity.
When building expressions for evaluation, you can select from the following options:
Single KPI
For a single performance-monitoring status or value, you can include only one KPI. This KPI is used when measuring whether the target has been met.
Arithmetic Expression
You can include multiple numeric KPIs. You can also select one arithmetic type to apply to multiple KPIs. All the KPIs must receive values before the expression is evaluated.
Boolean Expression
KPIs can be used with an arithmetic type and one or more Boolean operators to form a complex expression. You can create nested expressions of up to 10 levels.
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Measurement criteria for request-based and availability service targets
KPI Formatting
The KPI that is selected automatically appears in a string format that follows the following convention:
-> leadingCharacter Collection Node Name: Collection Node ID: KPI Type (numeric or status): KPI Hierarchy (name on SLM:SystemMetrics)\ KPI Hierarchy (name on SLM:SystemMetrics)\ KPI Hierarchy (name on SLM:SystemMetrics)\ KPI Hierarchy (name on SLM:SystemMetrics)\ KPI Hierarchy (name on SLM:SystemMetrics)\ KPI Hierarchy (name on SLM:SystemMetrics)\ KPI Hierarchy (name on SLM:SystemMetrics)\ KPI Hierarchy (name on SLM:SystemMetrics)\ KPI Hierarchy (name on SLM:SystemMetrics)\ KPI Hierarchy (name on SLM:SystemMetrics)\ -- (trailing character)
This static format is necessary so you can easily identify the KPI and for the code to parse through the KPI to determine its component for the Bulk Collection Node. The BMC SLM application puts the selected KPI in this format when you select it from the tree structure in the KPI dialog box.
Measurement criteria for request-based and availability service targets

You can set up measurement criteria to determine when the measurements for request-based and availability service targets should occur or pause. You can use a current measurement template or provide your own criteria for the measurement conditions.
Measurement criteria for request-based service targets

Measurement criteria for request-based service targets specify the conditions when measurements should take place, for example, the time taken to respond or resolve service requests. You might want to set different targets for Urgent, High, Medium, or Low priority requests. For example, you can specify that the measurement for a resolution time for an incident starts when the Service Status is set to Assigned, and stops when the Service Status is set to Resolved. You can also specify conditions when the measurement should pause and ignore what happens, for example, when the Service Status is set to Pending.
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A sample request form that you can use to explore how service targets apply requests is the SLM:Service Request form. Examples: A user submits a service desk request to correct a computer problem. When it is assigned to a service technician, the measurement criteria, Service Status >= Assigned, triggers the measurement to begin. When the service technician corrects the problem and changes the Service Status to Resolved, the measurement stops. The time recorded is compared to the service target goal time and the status of the service target measurement is updated to Met or Missed. An urgent service request is created for a computer repair; the service target for the resolution time of one hour for urgent requests is attached to the service request. The measurement for this service target is set to begin when the Service Status = In Process and to end when the Service Status = Resolved. The measurement should be excluded when the Service Status = Pending. An impact cost of $20 per minute is incurred for missing the goal time.
Measurement criteria for availability service targets

The availability measurement tracks the available and unavailable status of an asset. When you create the service target, you specify criteria for starting to measure when the asset is available. For example, an asset is considered available when the Asset Status = Deployed, and an asset is considered unavailable when the Asset Status = Down. An asset is considered unknown if it is neither available nor unavailable. A service target is attached to the asset and records the time when it is available. You can also specify a field on the application form to reference the date and time to use for the start time for the measurement criteria, otherwise, the system time is used for the start time.
Measurement options for request-based service targets

Measurements for a service target can be customized by setting options that best fit your company requirements. See BMC Service Level Management Configuration Guide and Configuration Online Help for information about how to configure the following features:
! ! !
Group inheritance Select Yes or No in the Allow Service Target to Re-Open? field. Select Reset Goal for Same Request if you want the goal to be set to zero when certain conditions are met. Tracking time by support teams
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Missing data for performance-monitoring service target data
Missing data for performance-monitoring service target data

Behavior for missing data
You can set the period of time that elapses before data that is not available from a Collection Node is considered missing. This is the missing data limit. After this period of time, the missing data rule is applied and the values cannot be used, even if they subsequently become available. If this missing data limit is long, it might result in a delay in triggering milestones. The default is 600 seconds. You can specify this missing data behavior in the additional options in Step 3 of the service target wizard.
Processing frequency
In Step 3 of the Service Target wizard, you can set the frequency to how often you want the data from the Collection Points to be evaluated by the Collector. The default is 5 minutes.
NOTE
This processing frequency can be lower or more frequent than the Collection Node frequency, if desired, as long as it is not set to be more frequent than the data source can generate a value; otherwise, the missing data rule applies.
TIP
See the BMC Service Level Management Configuration Guide and Configuration Online Help for a description of the interrelationship between missing data limits and processing frequency.
Compliance calculations for service targets

These concepts are described in the following sections:
!
Compliance for availability, CI Outage and performance-monitoring service targets Retroactive notification of compliance data
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Compliance for availability, CI Outage, and performancemonitoring service targets

The availability of an asset or a service and performance-monitoring compliance is determined by the availability time divided by the total time. This availability status can be Available, Met, or Warning. The compliance percentage always counts down from 100 percent. The Unavailable, or Missed MeasurementChild records are divided by the total review period time minus the Unknown time to give the unavailable percentage. In a typical scenario of an asset or service moving from an available to an unavailable state and the reverse, a Measurement record is used to track the overall time of the asset or service. To provide information for compliance, a series of MeasurementChild records exist to track the start and stop times of each transition (within business hours).
Figure 2-2: Start and stop times
Asset goes down Asset goes down
Asset goes up
Table 2-7: MeasurementChild start and stop times MeasurementChild MeasurementChild MeasurementChild MeasurementChild Start time Stop time Elapsed time Start time Stop time Elapsed time Start time Stop time Elapsed time Start time Stop time Elapsed time
Status: In Progress Status: Unknown
Status: In Progress Status: Unknown
When the MeasurementChild records are used to determine the availability percentage, four scenarios must be considered.
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Compliance calculations for service targets
The impact cost is calculated for each scenario when the MeasurementChild record shows a period of nonavailability. The impact costs are set in minutes during the service target definition and the MeasurementChild tracks the downtime in seconds so the processor converts the seconds to minutes before calculating the impact costs. These costs are stored in the SLAComplianceHistory form in the TotalImpactCost field.
Table 2-8: MeasurementChild records MeasurementChild records In Progress Last sampled time Elapse Time of this completed record cannot be used because the sampling time is after the start of this record Pending Elapse Time = 100 seconds In Progress Elapse Time = 25 seconds Pending This MeasurementC hild record is still open and the Elapse Time has not been calculated Scenario 3 MeasurementChild has started after the Last Sampled Time but the record has not been completed. Time for this segment is calculated from Start Time to Calculate Now Date/Time Scenario 1 MeasurementChild has started before Last Sampled Time. Time for this segment is calculated from Last Sampled Time to the Stop time of this record
Calculate Now is triggered for this time frame
Scenario 2 MeasurementChild is completed within this Calculate Now time frame. Elapse Time is used.
Calculate Now Date/Time
Scenario 4 Last sampled time Calculate Now is triggered for this time Calculate Now frame Date/Time MeasurementChild has started before the Last Sampled Time but the record has not been completed. Time for this segment is calculated form Last Sampled time to Calculate Now Date/Time
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Using reference time for an availability service target

Instead of using the automated $TIMESTAMP$, you can use the content of a date and time field as a reference time to record the change in status in response to the Available When or Unavailable When conditions. You must configure a field on the application form to hold the date and time to reference.
! To use reference time for an availability service target

1 From the Administration Console, go to the Data Source Settings form. 2 Click the Custom Configuration tab. 3 Select Configure Application Settings. 4 Select Data Sources. 5 Select an Availability data source type. 6 In the Reference Date/Time for Availability Events field, select a field to use as a
date/time reference source for the change in status.
When an update occurs that overlaps a current state, the new record takes precedence over current data. BMC SLM creates an asset measurement record:
Figure 2-3: Asset measurement record
Reference a date/time field for the time that the record was modified to meet the Available When condition. Available Unavailable Reference a date/time field for the time that the record was modified to meet the Unavailable When condition.
The available percentage is calculated with the following expression. Unknown time is ignored.
(Total available time)/(Total available time + Total unavailable time)
Setting the configuration item life cycle for availability service targets
This feature is designed to enable configuration item (CI) availability compliance calculations to be more meaningful by establishing a CI life cycle. You set a monthly review period (or life cycle) during the availability service target definition that begins when a CI is associated with the service target. At the end of the review period, the availability status of the CI is evaluated and recorded. The measurement record is then restarted for another review period.
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Milestones for service targets
! To define an availability for a CI outage service target

1 In Step 1 of 4 of the Service Target wizard, complete the required fields. 2 In the Lifecycle Interval field, select the monthly review interval.
If the CI is removed from the service target before the review cycle is completed, the measurement record is invalid.
Retroactive modification of compliance data

The Service Level Manager with administrative rights, through an agreement with customers, can modify measurement records to change the status of a service target from Missed to Met, or Available to Unavailable. Completed agreement compliance records recalculate to reflect the new status. Service Level Managers use the Application Administration Console to update the measurement record, see BMC Service Level Management Configuration Guide for more information.
Milestones for service targets

You can set milestones that trigger a set of actions as you progress towards the service target goal to make sure that your goals are being met.
Milestones for performance-monitoring service targets

Performance-monitoring milestones are designed to trigger actions at a specified time after a change of state. Four possible states exist for the performancemonitoring service targets: OK, Warning, Alarm, Unknown. The milestone is typically triggered at a specific time interval after the Alarm threshold or the Warning threshold is reached. You specify this time interval when you create the performance-monitoring service target and an accompanying action to be triggered at this time. For example, you set a service target with a milestone to trigger an alert to be sent to the service level manager one hour after the status changes to Alarm, and an alert to be sent to the service technician three hours after the status changes from OK to Warning. Scenario 1: At 10:00 a.m., the processor, receiving data from the Collection Points, determines the server has a status of OK. At 1:00 p.m., the processor receives data that the server is down and the status is changed to Alarm. At 2:00 p.m. (after the server has been down for one hour), the milestone is triggered and an alert is sent to the service level manager. The problem is fixed and at 3:00 p.m., the server begins to respond normally. The processor records a status of OK.
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Scenario 2: At 10:00 a.m., the processor, receiving data from the Collection Points, determines the server has a status of OK. At 1:00 p.m., the processor receives data that the server is in a state of Warning. At 3:00 p.m., the status is changed from Warning to Alarm, the server is down. The milestone that was to trigger after three hours Warning time does not trigger. At 4:00 p.m., the milestone that is set to trigger after one hour of alarm status is triggered and an alert is sent to the service level manager. The problem is fixed and at 5:00 p.m., the server begins to respond normally. The processor records a status of OK.
Templates
You can use templates for definitions that you use when creating agreements or service targets. You can create your own templates in the Application Administration Console or use those that are shipped with the application.
NOTE
No templates are shipped for plug-ins, such as BMC Performance Manager, BMC Performance Manager Express, BMC Application Response Time, or SNMP. If you use a current template, and retain the selection of Link to this template, your template is linked to the template created by your administrator. You cannot modify the template in this tab and any changes made to this template in the Application Administration Console apply to your service target. To delete any links to this template so you can modify the contents for a specific agreement or service target, deselecting the Link to Template check box. The following predefined templates are available:
! ! ! ! ! !
Compliance review periods (daily, weekly, monthly, and quarterly) Goals and costs Measurement criteria Milestones and associated actions Conditions Business entities
Application administrators can create templates in the Application Administration Console. See BMC Service Level Management Configuration Guide for more information.
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Chapter
Working with contracts
The following information describes creating contracts and associating them with current or new agreements. It also describes how multiple service providers can restrict access to data when defining a contract. The following topics are provided:
! ! ! !
Creating a contract (page 52) Relating agreements to a contract (page 54) Managing contracts (page 55) Multiple service providers (page 56)
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Creating a contract
You can create a contract and associate it with an agreement.
! To create a contract
1 Log in to the Service Level Management Console. 2 On the navigation pane, click Contracts to open the Contracts Console. 3 Click Create to open the Contract Information form. 4 Enter information in the fields as shown in the following table. Table 3-1: Fields for the Contract Information form Field Name Contract ID Status Description Enter a name for the contract. Enter a unique alpha numeric value for the contract. Select a status for the contract. Status can be set to Current, Pending Renewal, and Expired. Select the duration of the contract from the list. Enter a description about this contract. Enter the terms and conditions of the contract. Open the calendar and select a date when the contract expires. Open the calendar and select the date when the person or group responsible for the contract will be notified about the contracts expiration.
Note: You must have BMC Remedy Asset
Type Description Terms Expiration Date Notification Date
Management installed for notifications to be sent.
Start Date Notification Group
Open the calendar and enter a start date for the contract. Enter the name of the group that must be notified when the contract is about to expire.
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Creating a contract
Field Notification Contact
Description Enter the name of the person who must be notified when the contract is about to expire.
Accounting Code Budget Code Project Number Purchase Cost Renewal Cost Cost Center
Enter the accounting code for this contract agreement. Enter the budget code for this contract agreement. Enter the project number for this contract agreement. Enter the purchase cost of the contract. Enter the amount to be paid if an organization wants to renew a contract. Enter the cost center code.
5 Click the General tab and enter information in fields as shown in the following
table.
Table 3-2: Fields for the Contract Information formGeneral tab Field Company Organization Department Customer ID Supplier Name Supplier Organization Supplier Group Description Enter the name of the company to which this contract applies. Enter the name of the organization to which this contract applies. Enter the department to which this contract applies. Enter a unique customer ID for this contract. Enter the name of the supplier for the contract. Enter the name of the suppliers organization. Enter the name of the suppliers group.
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Field Supplier Phone Attachment
Description Enter the suppliers phone number. Attach a document covering the terms and conditions of this contract agreement.
1 To attach a document, right-click in
the field and select Add.
2 Go to the appropriate folder and
select the appropriate document file. 3 Click Open. 6 Save the contract.
Relating agreements to a contract

You can relate an agreement to a current contract or relate contracts to an agreement.
! To relate a current agreement to a contract

1 Log in to the Service Level Management Console. 2 Click Contracts to open the Contracts Console. 3 Select the contract to which you want to relate an agreement. 4 Click View to open the Contract Information form. 5 Click the Agreements tab. 6 Click Relate to open the Searching for Agreements form. 7 Enter the search criteria and click Search.
The agreements that meet the search criteria are shown in the Results List.
8 Select an agreement and click OK.
The agreement is related to the contract and appears in the agreement table on the Agreements tab.
9 Click Save to save the contract.
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! To unrelate an agreement from a contract

1 Log in to the BMC SLM Console. 2 From the navigation pane, click Contracts.
The Contracts Console appears.

3 In the Contracts Console, select the agreement that you want to unrelate and click
Unrelate.
4 Click Save to save the contract.
Managing contracts
You can manage contracts in the Contracts Console.
Table 3-3: Tasks to manage agreements Function Modifying contracts Action
1 Select the contract you want to modify. 2 Click View. 3 Make your changes and click Save.
Searching for contracts
From the Show list, select the filter with which you want to search. The options are:
! ! ! ! ! ! ! ! !
All Status Name ID Company Supplier Start Date Notification Date Expiration Date.
You might need to click Refresh to see your results. Copying contracts
1 Select the contract you want to copy. 2 Click Copy. 3 Enter a name for the new contract and click OK.
Deleting contracts
1 Select the service target you want to delete. 2 Click Delete. 3 Click Yes in the Confirm Operation dialog box.
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Multiple service providers

The Multiple Service Providers (MSP) feature allows the Service Level Management data to be segmented so you can work securely in an environment that has multiple tenants residing on one database. For example, suppose you are working for Acme Help Desk, Inc. Two computer groups, ABC and XYZ, hire you to manage all their help desk responsibilities. For security reasons, each group must not know about the existence of the other group. By enabling multi-tenancy, you can now create one agreement that both the groups can use, but allow each group to see only their own agreement measurements and the request that the agreement is attached to. You can associate a contract to multiple service level agreements but each contract can be tied to only one group. The association record that ties the contract to agreements must contain the group information.
Figure 3-1: Overview of multiple service providers structure
Contract Object
(One group defined per instance of the object)
1:Many Agreement Definition

(One SLACompliance record is created per Contract/Group)
1:Many Service Target Definition

(Contains all the groups tied to it)
All the agreements are visible to all groups unless a contract is tied to the agreement. Agreement milestones are shared for all groups specified in the agreement definition. When you configure a data source to enable the Multiple Service Providers feature, you must define a field on the application form to hold the group information. The contents of this field are copied to the Measurement record and permeate the MeasurementChild record. SLACompliance records can access only the Association and MeasurementChild records that have the same Group ID. A record is created in the SLM:SLACompliance form for each group per review period. For example, ST100 has 2 contracts (Group A and Group B) and has two review periods (daily and weekly). Consequently, four SLACompliance records are created: Group A daily, Group A weekly, Group B daily, Group B weekly.
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Multiple service providers
When you create a contract, you can specify one group or one role to have access to the data in the agreements and service targets related to the contract. You can select a regular or a computed group. Roles are similar to groups except that they belong to a particular application instead of a particular server. If you select a role, make sure that the role is mapped to an appropriate explicit group. When you are setting up a group or a role in BMC Remedy User, all the people who can have access to the data need to be members of the group or a role. For more information about configuring groups and roles, see the BMC Remedy Action Request System Form and Application Objects Guide. If an agreement is related to multiple contracts, the agreement automatically shows the multiple groups in its row access field (112). For additional information about enabling Multiple Service Providers, see BMC Service Level Management Configuration Guide.
Multiple service providers and roles

The BMC Service Level Management application provides the role of SLM Unrestricted Manager (with a Group ID of 410).
SLM Unrestricted Manager

If you are an SLM Unrestricted Manager, you have access to all data and can perform the following tasks:
! ! !
Assign contracts to groups. Access data for all contracts. Create, view, and modify contracts, agreements, and service targets for any number of groups on the server including groups of which you are not a member.
SLM Config or SLM Manager

If you are an SLM Config or an SLM Manager, you can create, modify, and delete contracts, agreements, and service targets, for groups to which you belong.
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Chapter
Working with agreements
Service desks use agreements to measure how quickly the service desk staff is responding to or resolving incidents. IT Operations use agreements to measure the performance of systems and components. The information that follows describes how to define and create these agreements using the Service Level Management Console. The following topics are provided:
! ! !
Defining agreements (page 60) Managing agreements (page 75) Configuring dependent agreements (page 76)
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Defining agreements
When you create these agreements, you must define and set up the overall goals that measure whether the agreement was met or missed. Also set penalties and rewards for meeting or exceeding the goal and milestones and actions that are triggered based on your goal. The procedures for creating agreements are covered in the following sections:
! ! ! ! ! ! !
Entering basic information for an agreement Using the Related Service Targets tab Using the Review Periods and Penalties Rewards tab Using the Milestones tab Creating milestone actions Using the Contracts/Attachments tab Using the Audit Trail tab
Entering basic information for an agreement

The following steps describe how to enter basic information for an agreement.
! To enter basics for an agreement

1 Log in to the BMC SLM Console. 2 In the navigation pane, select the folder in which you want your agreement to
reside.
3 Click the Agreements tab. 4 Click Create to begin defining your agreement (located directly below the
Agreements table).
5 In the Agreements form, select an Agreement Type. 6 Enter a title for the agreement.
Do not include any parentheses in the agreement title.

7 (Optional) Enter a description for the agreement. 8 In the Expiration Date field, enter the date and time that the agreement expires. 9 In the Notification Date field, enter the date and time that you want a notification
to be sent about an upcoming expiration.
10 Select the Status of the agreement. 11 Enter the names of the reviewers who will review the agreement, or select from the
list if your administrator has configured the names.
12 In the Business Service field, select a business service.
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All service targets related to this agreement inherit the business service and include it in the Terms and Conditions. The service target, therefore only attaches to a change or incident request with that same business service. An agreement can have only one business service setting, but a business service can be related to more than one agreement. The service target can attach to multiple agreements, each with a different business service. The multiple business services are included in the Terms and Conditions. For example: 'Contact Company' = "My Company" AND 'Company' = "My Company" AND Priority
= High AND (Business Service = Payroll Service OR Business Service = Shipping)
Using the Related Service Targets tab

You can relate service targets to an agreement and weight them so that more important service targets are more significant when calculating the agreement compliance. You can also undo the relationship between service targets and agreements by unrelating the service target. If you have already created an agreement and need to relate additional service targets or unrelate service targets, do so at the beginning of the review period. When you unrelate a service target, the compliance for that review period takes into account only those service targets that are still attached to the agreement. When you relate a service target, it is assumed that the service target is related to the agreement for the entire review period. If you want to relate or unrelate a service target during a review period, copy the agreement and modify it so that the addition or subtraction of the service target applies to the new agreement. You must create service targets before relating them to the agreement.
NOTE
! To relate service targets

1 Log in to the Service Level Management Console. 2 Click the Agreements tab and click Create. 3 Click the Related Service Targets tab. 4 In the Compliance Target field, enter a percentage compliance target that must be
met over time for the agreement to be considered compliant. For example, 98 percent.
5 In the Compliance At Risk field, enter a percentage value at which you would
consider the agreement to be at risk of not reaching the compliance target.
For example, if your compliance target is 98 percent, you might consider the target to be at risk when data indicates a 99 percent compliance.
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BMC Service Level Management 7.6.00 6 Click Relate. 7 In the Searching for Service Targets dialog box, enter search criteria for the service
target you are looking for and click Search.
8 Select a service target and enter a value in the Weighted Value field to determine
the relative importance of the service target goal to the overall agreement. The default is 1.
9 Click Relate Selected Record to relate a service target to the agreement. 10 Click Close to return to the Agreements form.
The related service target is listed in the table showing the title and the weighted value.
! To edit the weighted value of a service target

1 Log in to the Service Level Management Console. 2 Click the Agreements tab and select an agreement. 3 Click the Related Service Targets tab. 4 In the Related Service Target table, select a service target. 5 Click in the Weighted Value column and type in your new value. 6 Click Update Percentage. The value in the Weighted % column adjusts
accordingly.
! To unrelate a service target

1 Log in to the Service Level Management Console. 2 Click the Agreements tab and select an agreement. 3 Click the Related Service Targets tab. 4 In the Related Service Target table, select a service target. 5 Click Unrelate.
Using the Review Periods and Penalties Rewards tab

This tab enables you to specify the penalties and rewards for missing or achieving the objectives. Typically, no penalties are involved for operational level agreements. The Penalties and Rewards table lists only those penalties or rewards that have the review period selected in the Review Periods table.
! To set review periods

1 Log in to the Service Level Management Console. 2 Click the Agreements tab and select an agreement. 3 Click View.
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Defining agreements 4 Click the Review Periods\Penalties Rewards tab. 5 Click the Add Review Period arrow located above the Review Periods table. 6 Select a review period from the list.
Your administrator might have configured additional review periods. The following are the defaults:
! ! ! !
Daily Weekly Monthly Quarterly
When you select a review period, details of the title, frequency, and the time for the review to take place appear in the table.
7 Add as many review periods as required.
! To remove review periods

1 Log in to the Service Level Management Console. 2 Click the Agreements tab and select an agreement. 3 Click View. 4 Click the Review Periods\Penalties Rewards tab. 5 Select a review period in the Review Periods table and click Remove.
! To add a penalty or reward to an agreement

1 Log in to the Service Level Management Console. 2 Click the Agreements tab and select an agreement. 3 Click View. 4 Click the Review Periods\Penalties Rewards tab. 5 Click Add to open the Penalty and Rewards dialog box. 6 In the Compliance Range fields, enter the upper and lower limits, in percentages,
within which the penalty or reward applies.
The lower limit must be entered in the left field and the high limit in the right field.
7 Select a Type from the drop-down list; choose either Penalty or Reward. 8 Enter a monetary amount in the Amount field. 9 Click the arrow to select a currency from the drop-down list.
This is the amount of the reward or the penalty applied when the compliance for the agreement reaches a certain range.
10 In the Frequency field, enter the review period in which the compliance is
calculated when assessing whether the agreement is in compliance or breached.
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BMC Service Level Management 7.6.00 11 Save your penalty or reward. 12 Repeat this procedure to enter as many penalties or rewards as necessary.
! To display penalties and rewards

1 Log in to the Service Level Management Console. 2 Click the Agreements tab and select an agreement. 3 Click View. 4 Click the Review Periods\Penalties Rewards tab. 5 Click the Show by Frequency arrow located above the Penalties and Rewards
table.
6 Select the frequency of the penalty and reward that you want to display.
The penalty or reward details appear in the table:

!
Compliance From and Compliance To indicate the lower and upper limits of the percentage range within which the penalty or reward is incurred. Amount indicates the monetary value of the penalty or reward. Type shows whether it is a penalty or a reward. Frequency indicates how often the assessment is made.
! ! !
! To modify a penalty or reward

1 Log in to the Service Level Management Console. 2 Click the Agreements tab and select an agreement. 3 Click View. 4 Click the Review Periods\Penalties Rewards tab. 5 Select a penalty or a reward from the Penalties and Rewards table. 6 Click View to display the Penalty and Rewards dialog box. 7 Make your changes to the Penalty or the Reward and save.
Using the Milestones tab

You can create milestones and a set of actions that trigger if your compliance target is at risk or is breached. Milestones are optional.
! To create a milestone for an agreement

1 Log in to the Service Level Management Console. 2 Click the Agreements tab and select an agreement. 3 Click View. 4 Click the Milestones tab. 5 Click Add to display the Create New Milestone dialog box. 64 Users Guide
Defining agreements 6 In the Select field, choose Custom > New Milestone.
The Milestone For agreementName dialog box appears.

7 Enter a title for the milestone.
Do not include any parentheses in the milestone title.

8 Enter an optional description. 9 Select a review period to which you want the milestone to apply.
The review period must reflect one of the review periods created in the Review Periods/Penalty Rewards tab.
10 Select a qualifying statement from Execute If list.
The options are:

!
Compliance At RiskThe milestone action is triggered if the percentage compliance reaches the Compliance At Risk percentage, as specified on the Related Service Targets tab. Compliance Target MissedThe milestone action is triggered if the compliance target is not met, as specified on the Related Service Targets tab. Compliance Is Less ThanThe milestone action is triggered if the percentage compliance is less than the amount you specify in the % field.
11 Click OK to return to the Milestone tab.
Your milestone appears in the Milestones table with the build status.
Creating milestone actions

NOTE
You must create at least one action to associate with a milestone. Use the following sections to create actions for a milestone if you do not apply a template. Add as many actions as you want. To change the order in which the actions need to trigger, click in the Sequence column and edit the sequence order.
! ! ! ! !
Creating a set value action on page 66 Creating a notification action on page 66 Creating a pager or run process action on page 68 Creating a set fields action on page 68 Creating a push fields action on page 70
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Creating a set value action

A set value action allows you to specify what value to place in a certain field on the compliance form. This is an advanced operation.
NOTE
You can create one or more set value actions for your milestone, but they must involve different fields. If a Set Value action for the same field already exists, the values for the latest action overwrites those of the previous Set Value action.
! To create a set value action

1 Create your milestone. 2 Click the Add arrow (located below the Actions table) and select Custom. 3 Select New Set Value Action to open the Set Value Action dialog box. 4 In the Title field, enter the name of the action. 5 From the Field Name list, select a field from the current application form to which
you want to assign a value.
6 Specify a qualification in the Value field from the Fields and Keywords lists. 7 Click Update List.
The fields and keywords are added to the Field/Value list.

8 Click OK.
The set value action is added to the actions table.
Creating a notification action

You can send an email or an alert notification to prompt some action if the service target or the agreement is at risk.
! To create a notification action

1 Create your milestone. 2 Click Add (below the Actions table), and select Custom. 3 Select New Alert or Email Action, then click OK to open the Alert or Email Action
dialog box.
4 In the Title field, enter a title for the action.
This field is limited to 255 characters. If you want to send to multiple recipients, you can click a name on the Owner list. These owners names are configured in the Application Administration Console and can be BMC Remedy AR System users, BMC Remedy AR System groups, or an email address.
5 Enter a description.
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Defining agreements 6 From the Delivery Method list, select the method of delivery to alert users of the
status of the agreement.
Choose from the following delivery method options:

! !
AlertUsers are notified by an alert message. User DefaultUsers are notified using the default notification method specified in the User form. EmailUsers are notified by email.
7 In the To field, specify the name of the person being notified of the agreement, or
use the Fields list to specify the field that contains the individual or group to whom you want the agreement notification to reach. BCC fields, and enter a mailbox name, if applicable.
8 If you have chosen to send an Email, enter individuals or groups in the CC and 9 In the Subject field, specify a brief summary of the alert or email message (for
example, This case has been escalated to your manager.) Do not include parentheses in the milestone action email message, it prevents the milestone filter from building successfully. You can also use the Fields and Keywords lists to specify the subject of your message.
10 In the Message field, use the Fields and Keywords lists to enter a message in the
message text box.
The variables are replaced with the field values or keywords when the email is sent. The Message field has a limit of 4 kilobytes.
NOTE
Using arithmetic signs (such as - or * in the Subject or Message can cause a problem because BMC Remedy AR System attempts to evaluate the expression. To resolve this, make sure you have some text between a field and the arithmetic sign. For example: Use
$priority$ priority - check $instanceId$ - incident $incident Number$ has reached 100% of SLA Target Resolution Goal.
Instead of:
$priority$ priority - $instanceId$ - $incident Number$ has reached 100% of SLA Target Resolution Goal.
11 Click Extra Messages if you want to send a longer message.
You can continue writing your message in each Message field and the contents of each field are appended to the preceding one. Each field has a limit of 4 kilobytes.
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BMC Service Level Management 7.6.00 12 For an email, select a BMC Remedy AR System email template to use for
formatting the email.
The email templates have been previously configured by your administrator. The templates format the email and include graphics or lines of text that appear on each email. For example, the header template can contain your company logo to appear at the head of the email. You can include one of the following templates:
! ! !
Header template Footer template Content template
13 Select a shortcut method to include a link in the email that takes the reader to the
related BMC SLM application request, for example, the Incident Request form. You can choose one of the following shortcuts:
!
AR Task: This sends an attachment in the email that opens the application form in BMC Remedy User. Web URL: This sends a link in an email or an alert that opens the application form in a browser.
14 Click OK.
Creating a pager or run process action

You can send pagers or run executables by entering a command line statement.
! To create a pager or run process action

1 Create your milestone. 2 Click the Add arrow (located below the Actions table) and select Custom. 3 Select New Pager or Run Process Action to open the Pager or Run Process Action
dialog box.
4 In the Title field, enter the name of the action. 5 In the Command Line field, use the Fields and Keywords lists to enter a message
that triggers for the selected milestone.
6 Click Save.
Creating a set fields action

This is an advanced action that allows you to pull information from other forms to be set in the form for which you are creating the agreement.
! To create a set fields action

1 Create your milestone. 2 Click the Add arrow (below the Actions table) and select Custom. 3 Select New Set Fields Action to open the Set Fields Action dialog box. 68 Users Guide
Defining agreements 4 In the Title field, enter the name of the action. 5 Enter an optional description. 6 From the Get Value From list, select the form from which you want to get data to
place in your current form.
NOTE
You can create and select different forms that are specified in the SLM:Object form.
7 In the Set Value If field, click Define to specify a qualification that indicates when
to push data from the form you selected into the current form. qualification:
!
8 From the Qualification Builder form, select the fields and operators to build your
Click the arrow next to Fields from Other Form to specify the fields from which you want to get the data. Click the arrow next to Fields from Current Form to specify the fields to which you want to set the data. Use the keywords and the operators to build your qualification in the Qualification field. When your qualification is complete, click OK.
9 From the If No Requests Match list on the Set Fields Action dialog box, select one
of the following options:

!
Display No Match ErrorDisplays an error message if no matching results are found. Set Fields to NullSets the fields to no value. Display Multiple Match ErrorDisplays an error message if multiple requests are found. Use First Matching RequestUses the first matching request from the list of requests. Set Fields to NullSets the fields to no value.
10 From the If Multiple Requests Match list, select one of the following options:
!
11 Select the Field Name on the current form to which you want to set the data. 12 In the Value field, use the fields, keywords, and functions lists to specify the field
on the other form and the value that populates the field.
13 Click Update List.
The field and values are added to the Field/Value List. You can add or remove values at any time.
14 Click OK.
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Creating a push fields action

This is an advanced action that allows you to push information from the Applies To form for which you are creating the agreement to another form on the same server.
! To create a push fields action

1 Create your milestone. 2 Click the Add arrow (below the Actions table) and select Custom. 3 Select New Push Fields Action to display the Push Fields Action dialog box. 4 In the Title field, enter the name of the action. 5 Optionally, enter a description. 6 From the Push Value To list, select the form to which you want to push a value.
NOTE
You can create and select different forms that are specified in the SLM:Object form.
7 In the Push Value If field, click Define to specify a qualification that indicates when
to push data from the current form you selected into the destination form.
8 Select the fields and operators to build your qualification:

!
Click the arrow next to Fields from Other Form to specify the fields from which you want to get the data. Click the arrow next to Fields from Current Form to specify the fields to which you want to set the data. Use the keywords and the operators to build your qualification in the Qualification field. When your qualification is complete, click OK. Display No Match ErrorDisplays an error message if no matching results are found. Take No ActionNothing occurs if the qualification is true. Create a New RequestAllows you to create a record if no matching results are found. Display Any MatchDisplays any matching results. Modify First Matching RequestModifies the first matching request if the qualification is true. Modify All Matching RequestsModifies all the matching request if the qualification is true. Take No ActionDoes not do anything if the qualification is true.
9 From the If No Requests Match list, select one of the following options:
!
! !
10 From the If Any Requests Match list, select one of the following options:
! !
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Defining agreements 11 From the Push Values to Fields, select the Field Name on the other form to which
you want to push the data.
12 In the Value field, use the fields, keywords, and functions lists to specify the field
on the current form and the value that is pushed.
13 Click Update List.
The field and values are added to the Field/Value List. You can add or remove values at any time.
14 Click OK.
Creating an entry in the SLM:Object form

NOTE
This task is for administrators only. When you select source forms for creating set fields or push fields, you can use only forms that have been specified in the SLM:Object form. Each time you create set fields or push fields using a different form, you must create a entry in the SLM:Object form.
! To create an entry in the SLM:Object form

1 In BMC Remedy User, choose File > Open > Object List. 2 Click the All tab and select the SLM:Object form and click New to open it in New
mode.
The SLM:Object form appears.

3 On the SLM: Object form, go to the From Name field and select the form you want
to configure and click OK.
4 Enter an optional Description. 5 From the Type list, select the type of form.
Forms can be of type regular, join, view, dialog, or vendor.

6 In the Category field, type Application Object. 7 From the Assignee Group Permission list, select the groups and the Roles for
whom you want to provide access to this form.
8 From the Permissions To Create list, select the Roles for whom you want top give
permission to create an entry in the SLM:Object form. The Submitter is automatically entered.
9 Enter a user display name, if it is different from the form name. 10 Enter Developer Name, Locale and any relevant operation information. 11 Enter a Short Description.
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BMC Service Level Management 7.6.00 12 In the System Status field, select Active. 13 In the Status field, select Active. 14 Click Save.
Using the Contracts/Attachments tab

You can relate, unrelate, or view attachments and contracts that are associated with an agreement. This step is optional.
NOTE
You must save your agreement before you can relate a contract.
! To relate a contract to an agreement

1 Log in to the Service Level Management Console. 2 On the Agreements form, click the Contracts/Attachments tab. 3 Click Relate (below the Contracts table) to open the Searching for Contracts dialog
box.
4 Specify the search criteria in the relevant fields. 5 Click Search.
The contracts found as a result of the search appear in the Results List.
6 Select the contract you want to relate from the Results List and click Relate Selected
Record.
7 Click Close to return to the Contracts/Attachments tab.
! To relate a new contract to an agreement

1 Lo gin to the Service Level Management Console. 2 On the Contracts/Attachments tab of the Agreements form, click Relate (located
below the Contracts table).
3 In the Searching for Contracts dialog box, click Create. 4 In the Contract Information dialog box, enter the information in the relevant fields
to create a contract.
5 Click Save to return to the Searching for Contracts form. 6 In Results List, select the Contract you have just created. 7 Click Relate Selected Record.
The contract appears in the Contracts table on the Contracts/Attachments tab of the Agreement form.
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! To unrelate a contract to an agreement

1 Log in to the Service Level Management Console. 2 In the Contracts/Attachments tab of the Agreement form, select the contract in the
Contracts table.
3 Click Unrelate.
! To relate a current attachment to an agreement

1 Log in to the Service Level Management Console. 2 On the Contracts/Attachments tab of the Agreement form, click Relate (located
below the Attachments table). Title field.
3 In the Searching for Attachments dialog box. enter a name for the attachment in the 4 Optionally, in the File Name field, enter the file name. 5 From the System Status list, select Active. 6 Click Search. 7 Select an attachment from the Results list and click Relate Selected Items.
! To relate a new attachment to an agreement

1 Log in to the Service Level Management Console. 2 On the Contracts/Attachments tab of the Agreement form, click Relate (located
below the Attachments table).
3 In the Searching for Attachments dialog box, click Create.
The Attachment Information dialog box appears.

4 In the Title field, enter a brief title. 5 Optionally, in the File Name field, specify a path where the file is located. 6 To attach a file, right-click and select Add (BMC Remedy User). 7 In the Add Attachment dialog box, browse to select the file that you want to attach,
or enter the path and the file name and click OK.
The file is added to the table in the Attachment Information dialog box. The status field shows the progress.
8 Click Save to return to the Searching for Attachments dialog box. 9 In the Results List, select the attachment you have just added. 10 Click Relate Selected Items.
Your attachment appears in the Attachments table in the Contracts/Attachments tab of the Agreements form.
11 Click Save to save your agreement.
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! To unrelate an attachment to an agreement

1 Log in to the Service Level Management Console. 2 On the Contracts/Attachments tab of the Agreement form, select the attachment
in the Attachments table.
3 Click Unrelate.
Using the Audit Trail tab

You can use the Audit Trail tab to log all the changes that have been made to an agreement. You can refine the list of audit trail entries by entering a field name in Show Audit Logs for Field and clicking Refresh. The following information is recorded:
! ! ! ! !
The person who created the agreement The date and time the agreement was created The person who last modified the agreement The fields that were changed The new values for the fields
NOTE
Items in the Audit Trail tab are read-only and cannot be modified.
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Managing agreements
Managing agreements
You can manage agreements in the Agreements tab of the Service Level Management Console.
Table 4-1: Tasks to manage agreements Function Building agreements Action Comments
You can build the agreement when you save it, or Building the agreement creates the workflow, such as for the milestone actions. build it later by selecting the agreement and clicking Build in either the agreement tab or the Administration tab (if you have the requisite permissions).
1 Select the agreement that you want to modify. 2 Click View. 3 Make your changes and click Save.
Modifying agreements Searching for agreements
You can use the modify feature to update expired agreements.
! ! ! ! !
All Status Title ID Agreement Type.
Moving agreements
1 Select the agreement that you want to move. 2 Click Move To. 3 Select the directory to which you want to move
the agreement and click OK.
Copying agreements
1 Select the agreement you want to copy. 2 Click Copy. 3 Enter a name for the new agreement and click
OK. Deleting agreements

1 Select the service target you want to delete.
When you delete an agreement, all its associations are deleted. However, the 2 Click Delete. 3 Click Yes in the Confirm Operation dialog box. review periods, service targets, penalties, attachments, contracts, and compliance data Details are saved to a log file SLMInstallDir\Program Files\AR System\AR are retained. You can access the data by looking at the appropriate form, such as the Server\Db\SLMDelete.log. SLM:Measurement form or in reports. The status of any related data is set to Inactive. Information relating to deleted agreements is still be included in reports if the date range supplied for the report contains current calculated data.
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Configuring dependent agreements

Agreements can be configured so that compliance relationships exist between agreements and dependent SLAS, OLAs, or UCs. If the percentage compliance for the agreement is 90 percent, the dependent SLAs, OLAs, and UCs must be 90 percent compliant also. When you select an agreement in the Agreements table, a hierarchical structure of the dependent agreements appears in the Dependencies table. You can add and delete other agreements to an agreement.
! To add a dependent agreement

1 Log in to the Service Level Management Console. 2 Click the Agreements tab. 3 Select the agreement to which you want to add a dependent agreement. 4 Click Add (located under the Dependencies table).
The Searching for Agreements dialog box appears.

5 Enter your search criteria and click Search. 6 Select the relevant agreement in the table. 7 Click OK to return to the Service Level Management Console.
The selected agreement appears in the Dependencies table. You might need to click Refresh to see it.
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Chapter
Working with service targets
This section describes how to create service targets, how to build key performance indicators, the functionality of the various tabs on the service target form, and how to configure Follow the Sun. The following topics are provided:
! ! ! ! ! ! !
! ! ! ! !
Service targets (page 78) Request-based service targets (page 80) Availability service targets (page 89) CI Outage service targets (page 97) Compliance-only service targets (page 108) Performance-monitoring service targets (page 111) Building key performance indicators (KPIs) for performance-monitoring service targets (page 118) Associate Collection Node tab (page 125) Audit Trail tab (page 126) Administration tab (page 127) Using the Service Targets tab (page 128) Follow the Sun (page 129)
Chapter 5 Working with service targets
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Service targets
Service targets are created and managed in the Service Level Management Console using the Service Target wizard. The following topics contain procedures for creating the five types of service targets available in BMC Service Level Management:
! ! ! ! !
Request-based service targets on page 80 Availability service targets on page 89 CI Outage service targets on page 97 Compliance-only service targets on page 108 Performance-monitoring service targets on page 111
Before you begin

To create service targets, follow these general steps:
Step 1 Log in to the Service Level Management Console. Step 2 In the left navigation pane, select the folder in which you want your service target
to reside.
Step 3 Create a folder. Step 4 Click the Service Targets tab. Step 5 Click Create. Step 6 On each tab, click either Basic or Advanced (Basic is the default).
!
The Basic option allows you to only access a limited number of fields. The remaining fields that are hidden are auto-completed when you use the templates. The Advanced option allows you to go through all four steps (tabs) and modify all of the fields.
Step 7 Follow the Service Target wizard. Four steps are required to create your service
target.
The following sections describe these steps.
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Service targets
General information
In this tab (or Step 1), you set the title and optional description for the service target as well as specifying the data source (performance-monitoring and complianceonly service targets) or application (request-based, CI Outage, and availability service targets). In this tab you set the terms and conditions under which the service target operates, or the or the Key Performance Indicators used as the data source.
NOTE
Every service target within a service target group must have unique terms and conditions.
Goals, costs, and business schedules

In this tab, you can set up a goal to determine whether the service target was met or missed and set the financial impact to the business if the goal is not met. You can set a single goal or define a goal schedule with different goals for each day of the week. If you are creating a service target to be used in an OLA, typically no costs are involved.
Measurements
For request-based service targets, measurement criteria defines the circumstances under which your measurements start, stop and pause. The measurement options define the group to which the service target belongs so that information can be inherited by other service targets of the same group. They also define whether the service target can be re-opened, and whether the service target measurements should be reset to zero. You can also set the percentage of goal when the service target status changes to a warning. For Asset Availability service targets, the measurement criteria is based on whether the asset is available and unavailable. The measurement option you have is to set the life cycle.
Missing data
This tab only applies to performance-monitoring service targets and allows you to set the rules for what happens when data is missing from the data sources. It also enables you to set how often you want the data to be processed by the Collector.
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Milestones and actions

Milestones and actions provide a mechanism for a service target to automatically initiate a particular action to avoid missing a commitment. As the service target progresses towards its goal, milestones can be defined to trigger at predetermined points that execute an associated action. For example, you can create a milestone that will trigger once a service target has reached 50 percent of its goal which automatically executes an action to notify a manager.
NOTE
This step is optional.
Templates
Templates are both a time saving device as well as a method of providing conformity to both the entire service target definition and the individual pieces that make up a service target. You can define templates for business schedules, cost schedules, measurement criteria, milestones and actions or use those that come as part of the product. Using the service target wizard, you can create entire service target templates or edit one of the many service target templates to meet your business needs. These templates help you establish best practices for your service level management environment while promoting reusability to reduce administrative costs.
NOTE
Service target templates are maintained in an inactive state therefore no AR workflow or filters are created as a result of them being saved in the system. You can also copy or delete any service target templates you create in the console; however, those templates that are delivered with the product can only be deleted by users with the proper privileges.
Service target templates are only available for request-based service targets.
NOTE

Request-based service targets measure how long it takes to complete a process, for example, the time taken to resolve a service desk request from the time the request was submitted to the time it was resolved. These service targets apply to incidents, change requests, release requests, asset outages, and service requests. The following sections describe how to create a request-based service target, using both basic and advanced modes.
NOTE
Bold fields with an asterisk (*) are required fields. Other fields are optional.
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Step 1: Specifying general information for request-based service targets (basic mode)
The following section describes how to use the Basic mode to specify information for a request-based service target.
! To specify general information in basic mode

1 In the Service Target wizard, go to Step 1 of 4. 2 In the Template field, select the template you want to use from the drop-down
menu, and complete the following steps:

a Click Apply.
The fields are auto-populated and the service target title is appended with an SLM ID number. You can either use the service target template as it appears, or you can modify the details and build a new template.
b If you want to use the template as is, skip to step 8. 3 In the Title field, enter a title for the service target.
For example, Medium Shipping Application-Resolution.
NOTE
Do not include any parentheses in the service target title.
4 In the Description field, enter a description of the service target. 5 From the Applies To list, select the application, form, or data source that applies to
your request-based service target.
The list in the Applies To field depends on your installed applications and configured data sources.
6 From the Goal Type list, specify the request-based service target goal.
The list shows those goal types configured by your administrator and filtered by your selection in the Applies To field.
7 Next to the Terms and Conditions field, click Define to open the Qualification
Builder and complete the following tasks:
a Select an existing template from the Templates drop-down menu, or select the
fields, operators, and keywords from the lists to define the qualification. Your qualification appears in the Terms and Conditions field.
b Click OK to return to the Service Targets form.
NOTE
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BMC Service Level Management 7.6.00 8 To save this service target as a template, click Save Service Target as Template. 9 Click Next.
Step 1: Specifying general information for request-based service targets (advanced mode)
The following section describes how to use the Advanced mode to specify information for a request-based service target.
! To specify general information in advanced mode

1 In the Service Target wizard, go to Step 1 of 4. 2 Complete steps 1-7 under Step 1: Specifying general information for request-
based service targets (basic mode) on page 81.
3 From the Agreement Type list, select your type of agreement. 4 From the Status list, select a status for the service target.
The default for a new service target is Enabled.

5 Next to the Effective From field, select the date and time from which the service
target is effective.
6 To save this service target as a template, click Save Service Target as Template. 7 Click Next.
Step 2: Setting goals and business schedules for request-based service targets (basic mode)
In this tab, you can set up goals to determine whether the service target was met or missed and set the financial impact to the business if the goal is not met. You can define a single goal or set different goal schedules for each day. If you are creating a service target to be used in an OLA, typically no costs are involved. The following section describes how to use the Basic mode to create a single cost schedule for a request-based service target.
! To enter a single goal and cost in basic mode

1 In the Service Target wizard, go to Step 2 of 4. 2 In the Single Cost area, specify the following items: a In the Hours field, specify the target hours. b In the Minutes fields, specify the target minutes.
These fields represent the time within which the request must be resolved.
c In the Impact Cost field, use the drop-down menu to select the currency, and
type an amount that is incurred for each minute the goal is missed.
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Request-based service targets 3 In the Business Entity field, select the business entity you want to use.
!
Select a predefined business entity to determine your service targets business hours. Or Check Use on App Form to use business entity information from the application form.
The business schedules fields allow you set times when metrics and milestones are ignored and not included in the performance measurements because of business schedules.
4 Click Next.
Step 2: Setting goals and business schedules for request-based service targets (advanced mode)
In this tab, you can set up goals to determine whether the service target was met or missed and set the financial impact to the business if the goal is not met. You can define a single goal or set different goal schedules for each day. If you are creating a service target to be used in an OLA, typically no costs are involved. The following sections describe how to use the Advanced mode to enter goal and cost schedules for a request-based service target and to set a business entity for a service target.
! To enter a single goal and cost in advanced mode

1 In the Service Target wizard, go to Step 2 of 4. 2 In the Goal and Cost area, select Use Single Goal and Cost. 3 In the Single Goal and Cost area, specify the following items: a In the Hours field, specify the target hours. b In the Minutes fields, specify the target minutes.
These fields represent the time within which the request must be resolved.
c In the Impact Cost field, use the drop-down menu to select the currency, and
type an amount that is incurred for each minute the goal is missed.
4 Select Use Goal as defined on the Application Form.
NOTE
This field specifies a goal that has already been set in a form in your application and is specific to the request. This option is disabled until you configure the data source to allow this option. For more information about how to configure this option by using the Application Administration Console, see the BMC Service Level Management Configuration Guide and Configuration Online Help.
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BMC Service Level Management 7.6.00 5 Select Use Start Time as defined on the Application Form.
NOTE
This field specifies an application form field that stores the time when the Start When measurement criteria are met, otherwise the system time is used. For more information about how to set this option, see the BMC Service Level Management Configuration Guide and Configuration Online Help.
6 In the Business Entity field, select the business entity you want to use.
!
! To enter a goal and cost schedule in advanced mode

You can set up different cost structures for different days and times according to the impact on the business if the agreement is not met. For example, if a server is down between 12:00 a.m. and 6:00 a.m. on Monday morning, when few people are accessing the server, you can set the costs incurred at a lower rate than between 1:00 p.m. and 4:00 p.m. on a Wednesday afternoon when most of the employees require access to the server.
1 In the Service Target wizard, go to Step 2 of 4. 2 In the Business Entity field, select the business entity you want to use.
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3 Select Use Goal and Cost Schedule. 4 In the Goal and Cost Schedule area, enter a name for the schedule in the Name
field.
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Request-based service targets 5 Click Add to open the Goal and Cost Schedule window.
NOTE
You must include a default setting. A default setting applies to all the times other than those that you have set. For example, if you set costs for Mondays, Wednesdays, and Thursdays, 9:00 a.m. to 5:00 p.m., the default applies to all the days and times outside these settings.
6 In the Day field, enter the Day you want the measurement to occur. 7 Enter the start and end times within which you want the specified goal and cost to
apply.
8 Enter the hours and minutes that are the goals for resolution or response times for
requests submitted.
9 In the Cost (per min) field, select a currency and enter a cost amount that you want
to be applied for every minute that the agreement is not met.
10 Click Save to return to the service target wizard.
Your Cost schedule is added to the Goal and Cost Schedule table.
11 Set as many cost schedule as you need for your service.
Step 3: Specifying measurement criteria for request-based service targets (basic mode)
Measurement criteria define the circumstances under which your measurements start, stop and pause. Use the following procedure if you are not using a template for your measurement criteria. The following section describes how to use the Basic mode to define measurement criteria for a request-based service target.
! To specify measurement criteria in basic mode

1 In the Service Target wizard, go to Step 3 of 4. 2 In the Use Template For Measurement Criteria area, do the following tasks: a Select a template from the list of predefined templates.
When you select a template, the Link to this template check box is automatically checked and the Measurement Criteria section is disabled.
b If you want to modify the Measurement Criteria section, uncheck the Link to
this template check box.
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BMC Service Level Management 7.6.00 3 In the Measurement Criteria section, do the following tasks: a In the Description field, enter a description for your request-based goal. b In the Start When field, click Define to display the Qualification Builder for Start
Measuring When.
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Specify a qualification that indicates when to start measuring for the specified goal. For example, Service Status = New (Do not include special characters or carriage returns in your qualifications). Click OK to return to the Service Target wizard.
c In the Stop When field, click Define to display the Qualification Builder for Stop
Measuring When.
!
Specify a qualification that indicates when to stop measuring for the specified goal. For example, Service Status = Resolved (Do not include special characters or carriage returns in your qualifications). Click OK to return to the Service Target wizard.
d In the Exclude field, click Define to display the Qualification Builder for Exclude
When.
!
Specify a qualification that indicates when to exclude measuring for the specified goal. For example, you can exclude measuring the goal when Service Status = Pending (Do not include special characters or carriage returns in your qualifications). Click OK to return to the Service Target wizard.
4 In the Measurement Options area, enter a percentage in the Set Warning Status At
field.
This is a percentage of the service target goal time. After this time has passed, the service target status changes to Warning. The default is 50%.
Step 3: Specifying measurement criteria for request-based service targets (advanced mode)
Measurement criteria define the circumstances under which your measurements start, stop and pause. Use the following procedure if you are not using a template for your measurement criteria. The following section describes how to use the Advanced mode to define measurement criteria for a request-based service target.
! To specify measurement criteria in advanced mode

1 In the Service Target wizard, go to Step 3 of 4. 2 Complete step 1 through step 4 under Step 3: Specifying measurement criteria for
request-based service targets (basic mode) on page 85.
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Request-based service targets 3 From the Group list, select a group for the service target.
In this group, service targets inherit measurement data from one another. For information about configuring this feature, see the BMC Service Level Management Configuration Guide.
4 Select Reset Goal for Same Request if you want the goal to be set to zero when
certain conditions are met.
For information about configuring this feature, see the BMC Service Level Management Configuration Guide.
5 Select Yes or No in the Allow Service Target to Re-Open? field.
!
If you select Yes, this feature allows service target measurements to continue when a request is closed and subsequently reopened. For example, a service technician could close the request, but the submitter asks that the request be opened again because a problem still exists. The time between the closing of the record and the reopening is considered Unknown and does not count towards meeting the goal. When this feature is enabled, check the Start and Stop criteria to make sure that the measurement does not reopen for a condition that you are not expecting. The request might be modified so that it meets the Start condition and not the Stop condition of the service target. For example, if your Start and Stop criteria are: Start When: Status > New Stop When: Status = Resolved the request reopens if the status is set to a value after Resolved such as Closed (it meets the Start condition and not the Stop condition). You can prevent this by changing the Stop condition to Status >= Resolved.
If you select No, you are choosing to turn off the capability to allow the service target to reopen.
Step 4: Setting milestones for request-based service targets

Milestones are notification mechanisms to make sure that service target commitments are being met. As you progress towards the service target goal, you can define a set of milestones to trigger as the goal progresses towards a certain point. For example, you can create a milestone to notify your manager if the service target goal has not been fixed within 50 percent of the start of the service target goal.
NOTE
This step is optional. Use the following procedure if you do not apply a template.
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! To create milestones
1 In the Service Target wizard, go to Step 4 of 4. 2 In the Milestones area, click Add. 3 In the Select field, click the drop-down menu and choose Custom > New
Milestone.
4 Click OK. 5 In the Title field, enter a brief title of the milestone or select a template.

6 In the Description field, enter a description for the milestone. 7 From the Execute When list, select one of the following to specify when the
milestone should trigger:

!
Start Qualification OccursWhenever the request is modified and the criteria for the start qualification are met, the milestone runs. This milestone is perpetual and is active for the life of the request. Stop Qualification OccursWhenever the request is modified and the criteria for the stop qualification are met, the milestone runs. This milestone is perpetual and is active for the life of the request. Exclude Qualification OccursWhenever the request is modified and the criteria for the exclude qualification are met, the milestone runs. This milestone is perpetual and is active for the life of the request. Custom QualificationSpecify a custom qualification in the Execute If field. This allows you to control precisely when the milestone runs. This milestone is perpetual and is active for the life of the request. Percentage of Goal Time From StartIn the At field, specify the time, as a percentage, from the start of the measurement. For example, a command to run after 50 percent of a four hour goal results in the milestone executing two hours after the start of the measurement. Percentage of Goal Time From EndIn the At field, specify the time, as a percentage, to the end of the measurement. For example, a command to run when 25 percent of a four hour goal remains results in the milestone executing one hour before the goal expires. Hours/Minutes From StartIn the Or At field, specify the time in hours and minutes from the start of the measurement. For example, a command to run at three hours results in the milestone firing three hours after the start of the measurement. This milestone runs, even if the goal is less than three hours. Hours/Minutes From EndIn the Or At field, specify the time in hours and minutes from the end of the measurement. For example, a command to run at one hour results in the milestone firing one hour before the goal expires.
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WARNING
If you use one of the first four criteria that are not time-scheduledStart Qualification Occurs, Stop Qualification Occurs, Exclude Qualification Occurs, or Custom Qualificationyou might see more actions than you anticipated. This is because the milestone runs whenever the ticket is modified and the criteria are met. To resolve this, use the Percentage or Hours options that are controlled by the elapsed goal time. Alternatively, you can select Custom Qualification and enter an Execute If criteria that uses TR. to control the frequency of the milestone execution.
8 For percentage and hours criteria, specify how often the milestone must recur. This
milestone might extend past the Due Date of the measurement. Set the recurrence in the following fields:
a In the Repeat For field, enter the number of times you want the milestone to
recur, for example, 10 times.
b In the After Every field, specify how often you want the milestone to recur in
hours and minutes, for example, every 5 minutes.
9 In the Execute If field, click Define to enter a qualification specifying under what
circumstances the action must occur.
Status < Resolved or Service Status != Work In Progress.
For example, the action of Notifying the Manager needs to take effect if Service
10 Click OK. 11 Specify actions to trigger when the milestone is reached.
NOTE
You must create at least one action to associate with a milestone. Add as many actions as you want. To change the order in which the actions need to trigger, highlight the action and click Up or Down.

Availability service targets measure the time that an asset or service is available or unavailable over a long period. The service target tracks the up and down time of the assets based on defined available and unavailable qualifications. The time is not tracked or measured when the asset or service is in a pending state, this state is defined as being available or unavailable. The following sections describe how to create availability service targets, using both basic and advanced modes.
NOTE
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Step 1: Specifying general information for availability service targets (basic mode)
The following section describes how to use the Basic mode to specify information for an availability service target.

menu, and complete the following steps.

a Click Apply.
The fields are auto-populated and the service target title is appended with and SLM ID number. You can either use the service target template as it appears, or you can modify the details and build a new template.
b If you want to use the template as is, skip to step 8. 3 In the Title field, enter a title for the service target.
NOTE
4 In the Description field, enter a description of the service target. 5 From the Applies To list, select Availability.
The list in the Applies To field depends on your installed applications.

6 From the Goal Type list, specify the availability service target goal.
7 Next to the Terms and Conditions field, click Define to open the Qualification
a Select an existing template from the Templates drop-down menu, or select the
fields, operators, and keywords from the lists to define the qualification. Your qualification appears in the Terms and Conditions field.
NOTE
8 To save the service target as a template, click Save Service Target as Template. 9 Click Next.
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Step 1: Specifying general information for availability service targets (advanced mode)
The following section describes how to use the advanced mode to specify information for an availability service target.

1 In the Service Target wizard, go to Step 1 of 4. 2 Complete steps 1-7 under Step 1: Specifying general information for availability
service targets (basic mode) on page 90.

6 Enter a Lifecycle Interval in months.
The monthly review period (or life cycle) begins when a CI is associated with the service target. At the end of the review period, the availability status of the CI is evaluated and recorded. The measurement record is then restarted for another review period.
Step 2: Setting goals and business schedules for availability service targets (basic mode)
In this tab, you can set the financial impact to the business if the asset is unavailable. If you are creating a service target to be used in an OLA, typically no costs are involved. The following section describes how to use the Basic mode to create a single cost schedule for an availability service target.
! To enter a single goal and cost and set a business entity in basic mode
1 In the Service Target wizard, go to step 2 of 4. 2 In the Impact Cost field, use the drop-down menu to select the currency, and type
an amount that is incurred for each minute the asset is unavailable.
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BMC Service Level Management 7.6.00 3 In the Business Entity field, select the predefined business entity to determine your
service targets business hours OR Check Use on App Form to use business entity information from the application form. This allows you to set times when metrics and milestones are ignored and not included in the performance measurements because of business schedules.
4 Click Next.
Step 2: Setting goals and business schedules for availability service targets (advanced mode)
In this tab, you can set the financial impact to the business if the asset is unavailable. If you are creating a service target to be used in an OLA, typically no costs are involved. The following sections describe how to use the Advanced mode to enter goal and cost schedules for availability service targets and to set a business entity for a service target.
! To enter a single goal and cost and set a business entity in advanced mode
You can set up different cost structures for different days and times according to the impact on the business if the asset is unavailable.
1 In the Service Target wizard, go to Step 2 of 4. 2 In the Goal and Cost area, select Use Single Goal and Cost. 3 In the Impact Cost field, use the drop-down menu to select the currency, and type
an amount that is incurred for each minute the goal is missed.
NOTE
This field specifies a goal that has already been set in a form in your application and is specific to the request. This option is disabled until you configure the data source to allow this option. For more information about how to configure this option by using the Application Administration Console, see the BMC Service Level Management Configuration Guide and Configuration Online Help.
5 Select Use Start Time as defined on the Application Form.
This field specifies an application form field that stores the time when the Start When measurement criteria are met, otherwise the system time is used. See BMC Service Level Management Configuration Guide and Configuration Online Help for how to set this option.
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Availability service targets 6 In the Business Entity field, select the predefined business entity to determine your
7 Click Next.

1 In the Service Target wizard, go to Step 2 of 4. 2 In the Goal and Cost area, select Use Goal and Cost Schedule. 3 In the Impact Cost field, use the drop-down menu to select the currency, and type
an amount that is incurred for each minute the goal is missed.
NOTE
This field specifies a goal that has already been set in a form in your application and is specific to the request. This option is disabled until you configure the data source to allow this option. For more information about how to configure this option using the Application Administration Console, see the BMC Service Level Management Configuration Guide and Configuration Online Help.
This field specifies an application form field that stores the time when the Start When measurement criteria are met, otherwise the system time is used. For information about how to set this option, see BMC Service Level Management Configuration Guide and Configuration Online Help.
6 In the Business Entity field, select the predefined business entity to determine your
7 In the Goal and Cost Schedule area, type a name for the schedule or select the
Template Goal Schedule from the drop-down menu.
8 In the View field, select which day you want to view. 9 Click Add.
NOTE
10 In the Goal and Cost Schedule window, enter the day you want the measurement
to occur.
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BMC Service Level Management 7.6.00 11 In the Start Time and End Time fields, enter the start and end times within which
you want the specified goal and cost to apply.
to be applied for every minute that the asset is not available.
14 Set as many cost schedules as you need for your service. 15 Click Next.
Step 3: Specifying measurement criteria for availability service targets (basic mode)
You can define measurement criteria for availability service targets. For time-based availability service targets, you can indicate the circumstances under which your measurements start, stop, and pause. For example, when you set the goal type to Asset Outage Restoration Time, you determine the start, stop, and pause times. For CI outage and CI availability service targets that run continuously, you set criteria to determine when the CI is available or unavailable. You set the life cycles for these types of availability service targets. Use the following procedure if you are not using a predefined template for your availability measurement criteria.

1 In the Service Target wizard, go to Step 3 of 4. 2 In the Use Template for Measurement Criteria section, do the following tasks: a Select a template from the list of predefined templates.
When you select a template, the Link to this template check box is automatically checked and the Measurement Criteria section is disabled.
b If you want to modify the Measurement Criteria section, uncheck the Link to
this template check box.
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Availability service targets 3 In the Measurement Criteria section, do the following tasks: a In the Description field, enter a description of the measurement criteria. b In the Available When field, click Define to display the Qualification Builder
and enter the measurement criteria.
Specify the circumstances under which the availability is measured. For example, if you are measuring how many times an asset or service was unavailable for an Availability down count, enter Status = In Repair.
c In the Unavailable When field, click Define to display the Qualification Builder
for and enter the measurement criteria.
Specify the circumstances under which the availability is not measured. For example, when the system is under routine repair, enter Status =
Maintenance.
4 In the Set Warning Status At field, enter a percentage.
This is a percentage of the service target goal time. After this time has passed, the service target status changes to Warning. The default is 50%.
NOTE
This field is only available for Asset Outage Restoration Time goal type service targets.
Step 3: Specifying measurement criteria for availability service targets (advanced mode)
You can define measurement criteria to indicate the circumstances under which your measurements start, stop, and pause. Use the following procedure if you are not using a predefined template for your availability measurement criteria.

1 In the Service Target wizard, go to Step 1 of 4. 2 Complete steps 1-5 under Step 3: Specifying measurement criteria for availability
service targets (advanced mode) on page 95.
3 In the Group field, select a group for the service target.
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BMC Service Level Management 7.6.00 4 Select Reset Goal for Same Request if you want the goal to be set to zero when
!
If you select Yes, this feature allows service target measurements to continue after the service target has been closed and subsequently reopened. If you select No, you are choosing to turn off the capability to allow the service target to reopen.
Step 4: Setting milestones for availability service targets

Milestones are notification mechanisms to make sure that service target commitments are being met. As you progress towards the service target goal, you can define a set of milestones that you want to trigger as the goal progresses towards a certain point. For example, you can create a milestone to notify your manager if the service target goal has not been fixed within 50 percent of the start of the service target goal. This step is optional. Use the following procedure if you do not apply a template, and you are going to create a custom milestone.
! To create milestones for availability service targets

1 In the Service Target wizard, go to the Milestones tab (or Step 4 of 4). 2 Click Add (located below the Milestones table). 3 Choose Custom > New Milestone and click OK. 4 In the Title field, enter a brief title of the milestone.

5 In the Description field, enter a description for the milestone.
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CI Outage service targets 6 In the Execute If field, select from the following criteria:
!
Availability %Keeps an asset or service available during a certain percentage of time. For example, IT commits that a group of servers are up and running 90 percent of the time for a period of six months. Specify the operator and the percentage time. Down TimeTracks the duration that an asset or service was unavailable. The service target can track the number of hours that an asset has been up and running or down and non-functional. The goal of the service target is not to exceed the committed amount of down time. Specify the operator and the time in hours and minutes. Down CountTracks the number of times that an asset or service was unavailable. The goal of the service target is not to exceed a certain number of down occurrences. For example, an asset cannot be down for more than five times in a period of six months. Specify the operator and a number for the down count.
7 Create more equations to form a more complex qualification. 8 Click OK. 9 Specify an action to trigger when the milestone is reached.
NOTE
You must create at least one action to associate with a milestone. Add as many actions as you want. To change the order in which the actions need to trigger, highlight the action and click Up or Down.
CI Outage service targets

CI Outage service targets track the availability of configuration items (CIs) by consuming outage records from a configured form. BMC SLM is shipped configured to use the AST:CI Unavailability form to track availability of CIs defined within the CMDB. The Configure Service Target Data Source page in the Administration Console shows that the default fields used from the AST:CI Unavailability form are Actual Start Date+ and Actual End Date +. If you use a customized form, you must select two Date/Time fields to hold the start date and end date. You can view the metrics of the CIs related to a service target in BMC SLM Dashboards and Reports. The tracking of CI Outages using the AST:CI Unavailability form is different from availability service targets, which are tracked by monitoring changes in state on a specific record on a form.
NOTE
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The following sections describe how to configure the data source for a CI Outage service target and create a CI Outage service target, using both basic and advanced modes.
NOTE
Life cycle interval

When you specify measurement criteria for a CI Outage service target using the Service Target wizard, you must set the life cycle interval of the service target (in months). The milestone triggers only once during this life cycle; at the end of this time, the measurement record is closed out and another record is created for another life cycle. BMC recommends that you use a life cycle interval, especially if you set a milestone at an availability percentage, so that the measurements can be quantified to produce a more accurate result. A life cycle enables us to know the total time for the measurement and therefore enables better tracking than without a life cycle. For example, a service target has a life cycle interval of one month with a milestone to trigger 95% of availability. The percentage of downtime is calculated within the life cycle of the service target. For a life cycle of 1 month (720 hours), the milestone triggers after 36 hours of downtime. 100% - 100 * (Unavailable time /Life cycle total time) = Availability % If you do not set a life cycle, the system does have parameters within which to measure the percentage and the milestones trigger randomly. For example, a milestone is set to trigger at 95% of availability. The measurement starts and the CI is available for 1 hour, then the CI goes down for 1 hour. The milestone triggers when the percentage down time is 5%: Availability % = Total available time/(Total available time +Total Unavailable time) The milestone is not triggered again.
Step 1: Specifying general information for CI Outage service targets (basic mode)
The following section describes how to use the basic mode to create a CI Outage service target.

1 Configure your CI Outage service target.
For more information about configuring CI Outage service targets, see the BMC Service Level Management Configuration Guide.
2 In the Service Target wizard, go to Step 1 of 4. 98 Users Guide
CI Outage service targets 3 In the Template field, select the template you want to use from the drop-down

a Click Apply.
b If you want to use the template as is, skip to step 8 on page 82. 4 In the Title field, enter a title for the service target.
NOTE
Do not include parentheses in the service target title.
5 In the Description field, enter a description of the service target. 6 From the Applies To list, select a CI Outage data source.
The names in the Applies To field depend on your installed applications.

7 From the Goal Type list, select the CI Outage service target goal.
The list shows those goal types configured by your administrator. If you have not configured your CI Outage service target first, this option is unavailable.
8 Next to the Related CIs field, click Define to open the Related CIs window, and
complete the following tasks to relate CIs to CI Outage service targets:
a Click Relate CIs to display the Search CI to relate to the Service Target window. b In the CI Search Criteria section, search for CIs that you want to relate. c If you want to further refine your search, click Advanced Qualification to open
the Advanced Qualification Builder and to build the qualification for which you want to search. Relate.
d When the results appear in the CI Search Results table, select a CI and click e In the Start Tracking From field, select the date and time when you want to start
tracking the CI Outage record.
f In the Business Entity field, set the business entity for the CI. If you do not select
a business entity, the system defaults to using a 24-hour clock. The selected CI appears in the Related CIs table.
g With the CI still selected, click Relate. h Click Close to return to the Related CIs window. i Click Close to return to the Service Target window.
TIP
Unrelate a CI from a service target by selecting the CI and clicking Unrelate CIs. All the records for the CI are deleted.
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BMC Service Level Management 7.6.00 9 To save this service target as a template, click Save Service Target as Template. 10 Click Next.
Step 1: Specifying general information for CI Outage service targets (advanced mode)
The following section describes how to use the Advanced mode to specify information for a CI Outage service target.

1 Configure your CI Outage service target.
For more information about configuring CI outage service targets, see the BMC Service Level Management Configuration Guide.
2 In the Service Target wizard, go to Step 1 of 4.
Complete steps 1-7 under Step 1: Specifying general information for CI Outage service targets (basic mode) on page 98.
1 From the Agreement Type list, select the type of agreement. 2 From the Status list, select a status for the service target.

3 In the Effective From field, enter the date and time from which the service target is
effective.
Step 2: Specifying costs for CI Outage service targets (basic mode)

In this tab, you specify the financial impact to the business for the CI outages. If you are creating a service target to be used in an OLA, typically no costs are involved. The following section describes how to use the Basic mode to create a single cost schedule for a CI Outage service target.

1 In the Service Target wizard, go to Step 2 of 4. 2 In the Impact Cost field, use the drop-down menu to select the currency, and type
an amount that is incurred for each minute the CI is unavailable.
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Step 2: Specifying costs for CI Outage service targets (advanced mode)

In this tab, you specify the financial impact to the business for the CI outages. If you are creating a service target to be used in an OLA, typically no costs are involved. You can set up different cost structures for different days and times according to the impact on the business when the CI is unavailable. The following sections describe how to use the Advanced mode to enter goal and cost schedules for CI Outage service targets.

1 In the Service Target wizard, go to Step 2 of 4. 2 In the Goal and Cost area, select Use Single Goal and Cost. 3 In the Impact Cost field, use the drop-down menu to select the currency, and type
an amount that is incurred for each minute the CI is unavailable.

1 In the Service Target wizard, go to Step 2 of 4. 2 Select Use Goal and Cost Schedule. 3 Select Use Start Time as defined on the Application Form, if you want to use that
start time.
4 In the Goal and Cost Schedule area, enter a name for the schedule in the Name
field.
5 Click Add to open the Goal and Cost Schedule window.
NOTE
6 In the Day field, enter the Day you want the measurement to occur.
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BMC Service Level Management 7.6.00 7 Enter the start and end times within which you want the specified goal and cost to
apply.
to be applied for every minute that the agreement is not met.
10 Set as many cost schedule as you need for your service.
Step 3: Specifying measurement criteria for CI Outage service targets (basic mode)
You can create two types of CI Outage service targets:
! !
Generic CI Outage service targets that track all the CI outages for the related CIs. Conditional CI Outage service targets that contain a qualification that must be satisfied before the service target tracks the outages of the CI.
NOTE
For Conditional CI Outage service targets, the filter is built with the service target start date time. Any outages submitted before this are not accounted for.

1 In the Service Target wizard, go to Step 3 of 4. 2 In the Use Template for Measurement Criteria section, select which template you
want to use (if any).
NOTE
If you select a template, the fields in the Measurement Criteria section are disabled.
3 In the Measurement Criteria section, do the following tasks: a In the Description field, enter a description of the measurement criteria. b In the Outage Condition field, click Define to open the Qualification Builder for
Outage Condition window.
c Build your outage condition by using the fields, operators, and keywords. The
fields listed by default are from the AST:CI Unavailability form. Following is an example of an outage condition:
Unavailability Type = Unscheduled Full
This condition must be satisfied before the outage measurements for the CI are started.
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CI Outage service targets 4 Click OK to return to the Service Target window where the qualification is
displayed in the Outage Condition field. of the service target.
5 In the Lifecycle Interval field, select the number of months for the life cycle interval
Step 3: Specifying measurement criteria for CI Outage service targets (advanced mode)
You can create two types of CI Outage service targets:
! !
Generic CI Outage service targets track all the CI outages for the related CIs. Conditional CI Outage service targets contain a qualification that must be satisfied before the service target tracks the outages of the CI.

1 In the Service Target wizard, go to Step 3 of 4. 2 Complete steps 1-5 under Step 3: Specifying measurement criteria for CI Outage
service targets (basic mode) on page 102.
3 In the Group field, select a group for the service target.
4 Select Reset Goal for Same Request if you want the goal to be set to zero when
!
If you select Yes, this feature allows service target measurements to continue after the service target has been closed and subsequently reopened. If you select No, you are choosing to turn off the capability to allow the service target to reopen.
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Step 4: Specifying milestones for CI Outage service targets

Milestones are notification mechanisms that ensure the service target commitments are being met. As you progress towards the service target goal, you can define a set of milestones that you want to trigger as the goal progresses towards a certain point. This step is optional. Use this procedure to create a custom milestone if you do not use a template. The following types of outages occur for CI Outage service targets:
!
Open-ended outagesIf the milestone criteria are met, the milestone triggers even though the outage is still occurring. For example, for a milestone of down time or availability %, an escalation triggers the milestone when the condition is met. If the open-ended outage closes before the milestone is due to trigger, the entry is removed. Completed outagesThe milestone criteria are evaluated each time outage information with a start and end time is recorded. The milestone triggers if the criteria are met.
! To create milestones for a CI Outage service target

1 In the Service Target wizard, go to the Step 4 of 4. 2 In the Milestones area, click Add. 3 In the Select field, click the drop-down menu and choose Custom > New
Milestone.
4 Click OK. 5 In the Title field, enter a brief title for the milestone or select a template.
Do not include parentheses in the milestone title.

6 Double-click the milestone to open the Milestone window. 7 In the Description field, enter a description for the milestone.
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CI Outage service targets 8 In the Execute If field, select from the following criteria, and click OK:
!
Available %Tracks the percentage of time that the CI is unavailable during a specified time. For example, a CI was unavailable for 10 percent of the time for six months. Specify the percentage time. Down TimeTracks the duration that the CI was unavailable. The service target can track the number of hours that an asset has been up and running or down and non-functional. The goal of the service target is not to exceed the committed amount of down time. Specify the time in hours and minutes. Down CountTracks the number of times that the CI was unavailable. The goal of the service target is not to exceed a certain number of down occurrences. For example, an asset cannot be down for more than five times in a period of six months. Specify the operator and a number for the down count.
9 Create more equations to form a more complex qualification, and click OK. 10 Specify an action to trigger when the milestone is reached.
NOTE
You must create at least one action to associate with a milestone.
11 Add as many actions as you want. To change the order in which the actions need
to trigger, highlight the action and click Up or Down.
Creating and viewing an outage for a CI

The following section describes how to create and view an outage for a CI.
! To create an outage for a CI

1 Log in to the BMC Remedy Asset Management console. 2 In the left navigation panel, select Manage CIs. 3 In the Manage CI Information dialog box, select a CI type. 4 Click Search. 5 In the BMC IT Service Management Asset Management form, click Search. 6 From the Search results, select a CI. 7 Click the Outage tab. 8 Click Create. 9 Fill in the details of the outage in the Configuration Item Unavailability (AST:CI
Unavailability) form and click Save.
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! To view an outage for a CI

1 Log in to the BMC Remedy Asset Management console. 2 From the left navigation panel, select Manage CIs. 3 In the Manage CI Information dialog box, select a CI type. 4 Click Search. 5 In the BMC IT Service Management Asset Management form, click Search. 6 From the Search results, select a CI. 7 Click the Outage tab to view the unavailability information for the CI. 8 Click View to view further details of the unavailability of the selected CI in the
Configuration Item Unavailability form, such as Start and End dates.
9 Open the SLM:Measurement form, and click the Availability tab to view the CI
Unavailability service target data, such as an availability percentage, down time and down counts.
Calculations for a CI Outage service target

The following section describes the outage occurrence rules and outage scenarios.
Outage occurrence rules

! !
Only one outage can be open at a time. When an open outage exists, you cannot submit a complete outage record that overlaps the existing open outage.
Outage scenarios
Legend:
! ! !
Black line: Existing outage Red line: New outage Blue line: Resulting outage
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Figure 5-1: Scenario 1
Existing outage New closed outage comes in Resulting outage encompassing all down times
Existing outage New closed outage comes in Resulting outage encompassing all down times
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Existing outage
Open outage Temporary state until end of outage is determined State for open ended outage Outage closed
Resulting outage

A compliance-only service target enables you to access data already processed by an external source. The compliance-only service target can be related to an agreement and the data is used to evaluate the agreement compliance within the specified review period for the agreement. You must create a BMC Remedy AR System form in BMC Remedy Developer Studio to hold the data used for the calculation of agreement compliance. If the processed data is contained in a database table outside BMC Remedy AR System, it can be accessed by way of a View form.
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The form can be a design of your choice, but it must contain the following field IDs to reference the database table fields:
Table 5-1: Field IDs for compliance-only View form Field ResultsStatus ImpactCost Field ID 301378400 300834800 Field type Integer Real Field definition 0=Met Not 0=Missed Impact cost of missing a transaction Time in seconds since 1970 Costs per failure
EpochTimeSeconds
301643200
Integer Currency
TotalPenaltyCostCur 300834900
For information about creating View forms and regular BMC Remedy AR System forms, see the BMC Remedy Action Request System Form and Application Objects Guide. Select the name of the BMC Remedy AR System form in the Applies To field when creating the service target. Only Step 1 of the Service Target wizard is applicable to compliance-only service targets. You cannot set milestones or measurement criteria because the data has already been processed. You can only create milestones for the related agreements to react to the data in a review period. The following sections describe how to create a compliance-only service target using both basic and advanced modes. Bold fields with an asterisk (*) are required fields. Other fields are optional.
NOTE
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Step 1: Specifying general information for compliance-only service targets (basic mode)
The following section describes how to use the Basic mode to specify information for a request-based service target.


a Click Apply.
For example, Medium Shipping Compliance.
NOTE
4 In the Description field, enter a description of the service target. 5 From the Applies To list, select the data source that applies to your compliance-
only service target. This is a BMC Remedy AR System form specially designed to hold the data.
6 From the Goal Type list, specify compliance-only service target goal. 7 Next to the Terms and Conditions field, click Define to open the Qualification
a Select an existing template from the Template drop-down menu, or select the
fields, operators, and keywords from the lists to define the qualification.
Your qualification appears in the Terms and Conditions field.
NOTE
8 To save this service target as a template, click Save Service Target as Template. 9 Click Finish.
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Step 1: Specifying general information for compliance-only service targets (advanced mode)
The following section describes how to use the Advanced mode to specify information for a compliance-only service target.

1 In the Service Target wizard, go to Step 1 of 4. 2 Complete steps 1-7 under Step 1: Specifying general information for compliance-
only service targets (basic mode) on page 110.


Performance-monitoring service targets are evaluated on system metrics coming from infrastructure items such as servers and applications. They compare the measurements to the goals defined in the service target to determine if the service target is met or missed. Use the following procedures if you are not applying a template. The following section describes how to specify general information for performance-monitoring service targets.
NOTE
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Step 1: Specifying general information for performancemonitoring service targets (basic mode)
The following section describes how to use the Basic mode to specify information for performance-monitoring service targets.


a Click Apply.
For example, Disk Space Usage.
NOTE
4 In the Description field, enter a description of the service target. 5 From the Applies To list, select the data source that applies to your service target.
The list in the Applies To field depends on your installed applications and configured data sources.
6 From the Goal Type list, specify the service target goal.
NOTE
When you create a service target that uses information from BMC Transaction Management Application Response Time (TM ART) as a data source, your administrator should create a performance-monitoring service target with a goal type such as Application Response Time.
7 In the Key Performance Indicators field, click Define to open the Key Performance
Indicators window and complete the steps under the section, Building key performance indicators (KPIs) for performance-monitoring service targets on page 118.
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Step 1: Specifying general information for performancemonitoring service targets (advanced mode)
The following section describes how to use the Advanced mode to create a performance-monitoring service target.

1 In the Service Target wizard, go to Step 1 of 4. 2 Complete steps 1-7 under Step 1: Specifying general information for
performance-monitoring service targets (basic mode) on page 112.

Step 2: Setting goals and business schedules for performancemonitoring service targets (basic mode)
In this tab, you can set up goals used to determine whether the service target was met or missed and set the financial impact to the business if the goal is not met. You can define different goal schedules for each day so that warning and alarm levels can be set according to the measurement of the service target. If you are creating a service target to be used in an OLA, typically no costs are involved. For a performance monitoring service target that contains a single KPI or an arithmetic expression, set a value or a status that corresponds to a Warning or an Alarm. If the expression contains a numeric KPI, you are prompted to set a value, if the expression contains a status KPI, you are prompted to set a status.
NOTE
For performance-monitoring service targets that include a Boolean expression, you can set only costs. You do not need to set goals for these types of service targets because the expression is either true or false when it is evaluated.
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1 In the Service Target wizard, go to Step 2 of 4. 2 In the Warning and Alarm fields, enter a value to be used when determining the
performance of the KPI. For example:

Warning > 3 Alarm > 4
For service targets using a numeric KPI, enter an operator and a value.
For service targets using a status KPI, enter a mapping from the KPI status to the service target status. For example:
Warning == Warning, or Warning >= OK Alarm == Alarm
3 In the Impact Cost field, use the drop-down menu to select the currency, and
specify an impact cost per minute to the business if the status reaches a state of Alarm. To select a currency from the list, click the arrow. Select a predefined business entity to determine your service targets business hours. Or
!
4 In the Business Entity field, do the following tasks:

!
Check Use on App Form to use business entity information from the application form.
This field allows you set times when metrics and milestones are ignored and not included in the performance measurements because of business schedules.
5 Click Next.
Step 2: Setting goals and business schedules for performancemonitoring service targets (advanced mode)
In this tab, you can set up goals used to determine whether the service target was met or missed and set the financial impact to the business if the goal is not met. You can define different goal schedules for each day so that warning and alarm levels can be set according to the measurement of the service target. If you are creating a service target to be used in an OLA, typically no costs are involved. For a performance monitoring service target that contains a single KPI or an arithmetic expression, set a value or a status that corresponds to a Warning or an Alarm. If the expression contains a numeric KPI, you are prompted to set a value, if the expression contains a status KPI, you are prompted to set a status.
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NOTE
For performance-monitoring service targets that include a Boolean expression, you can set only costs. You do not need to set goals for these types of service targets because the expression is either true or false when it is evaluated.

1 In the Service Target wizard, go to Step 2 of 4. 2 In the Goal and Cost area, select Use Single Goal and Cost. 3 In the Warning and Alarm fields, enter a value to be used when determining the
performance of the KPI. For example:

4 In the Impact Cost field, use the drop-down menu to select the currency, and
specify an impact cost per minute to the business if the status reaches a state of Alarm. To select a currency from the list, click the arrow. Select a predefined business entity to determine your service targets business hours. Or
!
5 In the Business Entity field, do the following tasks:

!
Check Use on App Form to use business entity information from the application form.

You can set up different cost structures for different days and times according to the impact on the business if the agreement is not met. For example, if a server response time is slow between 12:00 a.m. and 6:00 a.m. on Monday morning, when few people are accessing the server, you can set the costs incurred at a lower rate than between 1:00 p.m. and 4:00 p.m. on a Wednesday afternoon when most of the employees require access to the server.
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NOTE
1 In the Service Target wizard, go to Step 2 of 4. 2 Select Use Goal and Cost Schedule. 3 In the Business Entity field, select a predefined business entity to determine your
service targets business hours.
4 In the Name field list, enter a name (or use the default name) for the schedule, or
select a current template.
5 Click Add.
The Goal and Cost Schedule dialog box appears.

6 Enter the Day you want the costs to be applied. 7 In the Start Time and End Time fields, enter the time within which you want the
costs incurred.
8 In the Cost field, enter a cost amount that you want to be applied for every minute
that the agreement is not met. Click the arrow to select a currency. determining the performance of the KPI. For example:
9 In the Warning and Alarm fields, enter a setting to be used in the evaluation when
Your cost schedule is added to the Goal and Cost Schedule table.
11 Set as many cost structures as you need for your service.
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Step 3: Specifying missing data rules and processing frequency for performance-monitoring service targets
The following section describes how to specify any missing data rules and determine the processing frequency.
! To set missing data rules and processing frequencies

1 In the Service Target wizard, go to Step 3 of 4. 2 In the Missing Data Rule field, select a rule to be applied if data is missing.
The options are:

!
Treat missing data as MetMeasurements continue and assume that the goal is met during the time that no data is transferred. Treat missing data as Missed (Alarm)The missing data is considered a missed service target measurement. Treat missing data as WarningWhen data is missing, the service target is considered to be in a Warning status. Treat missing data as an UnknownThe time during which the data is missing is not measured. Use last good known valueThe value of the missing data is considered to be the same as the last measurement before the connection was lost.
3 In the Processing Frequency field, enter the interval, in minutes, at which you want
the service target to be evaluated using the data from the Collection Nodes. The default is every five minutes.
Step 4: Setting milestones for performance-monitoring service targets

Performance-monitoring milestones are designed to trigger actions at a specified time after a change of state. Four possible states exist for the performancemonitoring service targets: OK, Warning, Alarm, Unknown. The milestone is typically triggered at a specific time interval after the Alarm threshold or the Warning threshold is reached. This step is optional. Use the following procedure if you do not apply a template.
! To create new milestones

1 In the Service Target wizard, go to Step 4 of 4. 2 In the Milestones area, click Add. 3 In the Select field, click the drop-down menu and choose Custom > New
Milestone.
4 Click OK.
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BMC Service Level Management 7.6.00 5 In the Title field, enter the name of the Milestone.

6 In the Description field, enter a description. 7 In the Execute When field, specify when you want the milestone action to trigger.
The options are:

!
Hours/Minutes From Alarm StartSpecify, in hours and minutes, how soon you want the milestone action to trigger after the start of the Alarm conditions specified in Step 2. Hours/Minutes From Warning StartSpecify, in hours and minutes, how soon you want the milestone action to trigger after the start of the Warning conditions specified in Step 2.
8 Click OK. 9 Specify actions to trigger when the milestone is reached.
NOTE
You must create at least one action to associate with a milestone.
10 Add as many actions as you want. To change the order in which the actions need
to trigger, highlight the action, and click Up or Down.
Building key performance indicators (KPIs) for performance-monitoring service targets

The Key Performance Indicators dialog box enables you to select a Collection Node that provides the Collection Point with the raw metric values used to evaluate performance.
! To build KPIs for performance-monitoring service targets

1 In the Collection Node menu, select a node.
The tree displays all the entries in the system metrics that match this Collection Node.
2 If you want to reload all the KPIs in the selected Collection Node, click Discover
KPIs.
You can go through the No Value leaves to expose child KPIs for selection. You can also use the Expand All and Collapse All button to go through the tree.
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Two kinds of KPIs exist:

!
StatusProvides the state of the item being monitored. The status is represented using the values OK, Warning, Alarm, and Offline. Numeric valueRecords a numeric value for the item being monitored. Each KPI can have a different range of values. For example, CPU Utilization can have a valid data range of 0 - 100 percent.
3 If you want to build expressions, you can build three kinds of expressions with the
KPIs:
! ! !
Single KPI Arithmetic Expression Boolean Expression
! To set key performance indicators for performance-monitoring service

targets using a single expression
This type of expression consists of only one KPI; if you select a second KPI it replaces the currently selected one.
Make sure that you have completed the following fields:

! ! !
Title Applies To Goal Type
For more information, see Step 1: Specifying general information for performance-monitoring service targets (basic mode) on page 112.
2 In the Key Performance Indicators field, click Define. 3 Select Single KPI. 4 In the Collection Node field list, select a node. 5 From the tree, highlight a system metric (KPI) to be used as the data source for the
measurements and click Select. The selected KPI appears in the Key Performance Indicators field. The following example shows a single KPI expression using a status node:
-> patrolArt:ID5:numeric:Web Monitor - BF [0]\DeltaV [1]\Houston [0]\Availability --
6 Click Discover KPIs to reload the tree. 7 Click Save to return to the Service Target form.
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targets using the arithmetic expression builder
For this type of performance-monitoring expression, you can enter multiple KPIs. You can use only numeric KPIs for this type of expression, therefore when setting a single goal or a goal schedule in Step 2 of the Service Target wizard during definition, you can set only an integer number for the Warning or Alarm values. This number is used when evaluating the performance of the KPI.

! ! !
2 In the Key Performance Indicators field, click Define. 3 Select Arithmetic Expression. 4 Select a node in the Collection Node field. 5 From the tree, highlight a numeric KPI to be used as the data source for the service
target measurements and click Select.
The KPI appears in the Key Performance Indicators field.

6 Select more KPIs to add to the expression and select an arithmetic type to apply to
the KPIs.
The options are:

! ! ! !
AVGThe average of the KPIs is used for the measurement. MAXThe KPI with the maximum value is used in the measurement. SUMThe sum of the KPIs is used in the measurement. MINThe KPI with the minimum value is used in the measurement.
The following example shows an arithmetic expression:

SUM (-> ID1:Mike's PlantsByWebSphere Project [28]\PlantsByWebSphereLoad [104]\Houston [0]\Accuracy\\numeric--, -> ID1:Mike's PlantsByWebSphere Project [28]\PlantsByWebSphereLoad [104]\Houston [0]\Availability\\numeric--,)
7 Click Save to return to the Step 1 tab of the Service Target wizard.
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targets using the Boolean Expression Builder
For this type of performance-monitoring expression you can enter up to 10 nested expressions. You can combine single KPI expressions and arithmetic expressions. The result of this evaluation is either True or False, therefore you do not specify a single or a scheduled goal in Step 2 of the Service Target wizard during definition.

! ! !
2 In the Key Performance Indicators field, click Define. 3 Select Boolean Expression. 4 In the Collection Node field, select a node. 5 From the tree, highlight a KPI to be used as the data source for the service target
measurements and click Select.
The KPI appears in the Key Performance Indicators field.

6 For numeric KPIs/nodes, you can select a single numeric KPI and apply the
operator and value, or you can select more KPIs to add to the expression and select an arithmetic type to apply to the multiple KPIs. The options are:
! ! ! !
AVGThe average of the KPIs is used for the measurement. MAXThe KPI with the maximum value is used in the measurement. SUMThe sum of the KPIs is used in the measurement. MINThe KPI with the minimum value is used in the measurement. For status nodes, you can select: ==, !=, >, <, >=, or <=. For numeric nodes you can select: >, <, >=, or <=. There is no equal sign (=) or not sign (!) for numeric nodes because it is unlikely that the value generated by the data source is precisely as specified.
7 Select an operator.
! !
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BMC Service Level Management 7.6.00 8 Select a value for a status node, or enter a value for a numeric node.
For a status node, the options are:

! ! ! !
OKThe status is OK. WarningThe status constitutes a warning. AlarmThe status constitutes a breach. OfflineThe Collection Node is offline or the value could not be collected.
9 Click Add to add your KPI to the Expression field. 10 Select a Symbol from the list for the Boolean expression. 11 Build an expression for the right side of the Boolean expression and click Add to
add it to the expression field.
An example of a Boolean expression in the Expression field:

(AVG(-> ID1:Server 1 [28]\Houston [0]\ResponseTime\numeric--, -> ID1:Server 2 [344]\Houston [0]\ResponseTime\numeric--, ) > 10) && (AVG(-> IServer 9 [245]\Houston [0]\ResponseTime\numeric--, -> ID1:Server 10 [344]\Houston [0]\ResponseTime\numeric--, ) > 15)
12 Optionally, select more KPIs, operators, values, and Boolean symbols to form more
complex expressions.
13 Click Save to return to the Service Targets form.
Mapping KPIs for BMC Service Impact Manager service targets

For the integration with SIM, the key performance indicator (KPI) consists of a SIM Service Model Configuration Item (CI) and it uses the CI status value to define the goal. The application uses the CI passed from SIM during the launch of the service target form. You can then define the service target to monitor the status of that CI or you can modify these settings. If you open the BMC SLM application without launching from the SIM application, no CI is passed from SIM to use in the KPI. You can search for a CI using the CI name or Class ID within a Collection Node (cell) and use it in a single KPI, or use multiple CIs in a Boolean expression that is evaluated when calculating the status of the service target. When you define KPIs using multiple CIs, map the KPI status of the component to the service target goals status. Use Table 5-2 to determine the corresponding status of the component in SIM.
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Table 5-2: Mapping the status of SIM data sources to the status of service targets SIM status OK Warning Minor Impacted Unavailable Unknown Info Blackout None Service target status OK Warning Warning Warning Alarm Offline Offline Offline Offline
If a component has a status of Unavailable resulting in a blackout period, the component retains the Unavailable status until a change in status occurs.
! To define a KPI for a SIM service target using a single CI


! ! !
2 In the Key Performance Indicators field, click Define. 3 Select a SIM Collection Node in the Collection Node field. 4 (Optional) Search for a CI using the CI Name or Class ID fields. 5 Select a CI from the results table. 6 Choose Single KPI. 7 Click Select.
A single KPI is displayed in the Key Performance Indicators field.

8 Click Save to return to the Step 1 tab of the service target wizard.
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! To define KPIs for a SIM service target using multiple CIs


! ! !
2 In the Key Performance Indicators field, click Define. 3 Select a SIM Collection Node in the Collection Node field. 4 Optionally, search for a CI using the CI Name or Class ID fields. 5 Select a CI from the results table. 6 Choose Boolean Expression. 7 Click Select. 8 Select an operator. 9 Select or enter a value.
You can choose from OK, Warning, Alarm, or Offline. See Table 5-2 on page 123 for information about mapping the BMC SLM status to the SIM status.
10 Click Add. 11 Select another CI, operator, and value (step 5 to step 9). 12 Select a Boolean operator. 13 Click Add. 14 Repeat step 11 to step 13 for as many CIs as you want to include in your Boolean
expression.
The expression defines what needs to be true for the service target to be met. For example, the status of one CI must equal OK and the status of a second CI must equal OK.
15 Click Save to return to the Service Target page.
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Associate Collection Node tab
Viewing a graphical representation of CI relationships

You can also view CI relationships using a graphical representation.
! To choose from a graphical representation of CI relationships

1 Select a CI in the table. 2 Click Graphical CI Selector to view all related CIs in a graphical representation. 3 Select the CI that you want to use and click Apply.
The CI data is displayed in the Key Performance Indicator field.

4 Continue creating your service target.
Associate Collection Node tab

For performance-monitoring service targets, the Associate Collection Node tab allows you to transfer expressions that you have already built to other data sources with the same KPIs name path. This avoids having to create the same expression multiple times for different Collection Nodes. The Available Collection Node table contains a list of available Collection Nodes that have been configured in the Application Administration Console. You associate (or relate) one of these Collection Nodes to the current service target by selecting it and clicking the Add button. The Collection Node name appears in the Related Collection Node table and the expression for the current service target is mapped to this related Collection Node.
NOTE
You can map the expressions in the current service target to available Collection Nodes only if they have the same KPI path name space that can be mapped to different Collection Nodes. When you associate a Collection Node, a new, hidden, associated service target is created with the same expression as the current service target but it uses the newly associated Collection Node KPI path namespace. A new service target is created for each associated Collection Node. Changes to the current service target are propagated to the associated service targets, you cannot edit the associated service targets directly. In reports, the service targets appear with the Collection Node name appended to the service target title.
NOTE
The associated Collection Node name does not disappear from the table.
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Mapping Collection Nodes

The following section describes how to map Collection Nodes.
! To map Collection Nodes

1 On the Service Level Management Console, select the Service Target tab. 2 Open the relevant service target or create a service target. 3 Go to the Associate Collection Node tab. 4 In the Available Collection Node table, select the Collection Nodes that you want
to associate with the current service target.
5 Click Add to transfer the Collection Nodes to the Related Collection Node table. 6 Click Save.
Audit Trail tab

You can use the Audit Trail tab to log all the changes that have been made to a service target in the following fields:
! ! ! !
Title GoalType TermsAndConditions Goals and Cost fields:

! ! !
Hours Minutes Cost
! ! ! !
StartQualification StopQualification ExcludeQualification EffectiveFrom
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Administration tab
You can refine the list of audit trail entries by entering a field name in Show Audit Logs For Field and clicking Refresh. The following information is recorded:
! ! ! !
The person who created the service target The date and time the service target was created The person who last modified the service target The fields that were changedClick on the icon to the right of the field to display the details The new values for the fieldsClick on the icon to the right of the field to display the details
NOTE
Items in the Audit Trail tab are read-only and cannot be modified.
Administration tab
The Administration tab provides information about filters and milestones that the service target generates. Managers and administrators can use this tab for troubleshooting purposes, and to check how successfully the underlying workflow for the service target is. The Administration tab contains a table that provides a list of all the rules such as filters and milestones that should have been built. It includes the following information:
! ! !
Rule NameThe name of the rule that is associated with the service target. StatusThe status of the service target. Status can be active or inactive. Rule Build StatusShows whether the service target was built successfully. The status column can contain any one of the following values: Built Successfully, Could Not Be Built, Build in Progress, or Need to be Built. When the service target is first saved, the Build Status is Build in Progress.
You can check to see whether the rules associated with each service target have been built successfully. If the service target has not been built successfully, you can view the log to find out why not.
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Using the Service Targets tab

You can manage service targets in the Service Targets tab of the Service Level Management Console. The following section describes how to manage tasks on the Service Targets tab.
Table 5-3: Tasks to manage service targets Function Building service targets Action You can build the service target when you save it, or build it later from the Service Targets tab of the Service Level Management console by selecting the service target and clicking Build. Comments Building the service target creates the workflow, such as the milestone actions. You can schedule a service target to be rebuilt at a specific date and time, for example during low demand hours. For more information about how to schedule a rebuild of service targets, see the BMC Service Level Management Configuration Guide. When you modify a service target, service target goal-type definition updates are applied differently to service target types. Updates to goal types for performancemonitoring, CI Outage, and availability service targets are not applied to service target measurements and Dashboard displays. For request-based service targets, only new measurement records have goal type updates applied.
Modifying service targets
1 Select the service target that you want to
modify. 2 Click View. 3 Make your changes and click Save.
Searching for service targets
! ! ! ! !
All Status Title ID Goal Type.
Moving service targets Copying service targets
1 Select the service target that you want to move. 2 Click Move To. 3 Select the directory to which you want to move
the service target and click OK.
1 Select the service target you want to copy. 2 Click Copy. 3 Enter a name for the service target and click
OK.
When you copy a performance-monitoring service target that contains multiple collection nodes, the nodes are not copied to the new service target. Copy the service target without the collection nodes and add the collection nodes afterwards.
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Follow the Sun
Function Deleting service targets
Action
1 Select the service target you want to delete. 2 Click Delete.
Comments
When you have deleted a service target related to an agreement, all associations to 3 Click Yes in the Confirm Operation dialog box. the agreement are deleted, although the compliance data and the measurement data Details are saved to a log file SLMDelete.log. are retained. Access the data by looking at The default location is: the relevant form, such as the SLMInstallDir\Program Files\AR System\AR SLM:SLACompliance form. The status of Server\Db\SLMDelete.log any related data is set to Inactive. Information relating to deleted service targets is still included in reports if the date range supplied for the report contains existing calculated data.
Using service target templates
1 In the Service Target wizard, go to Step 1 of 4. 2 In the Template field, select the template you
Service target templates are only available for request-based service targets.
want to use from the drop-down menu, and click Apply.
Follow the Sun

The BMC Service Level Management business entity feature is enhanced to allow the cumulative calculations of an operational level agreement (OLA) service target across business entities. Operational level agreements (OLAs) track internal service commitments such as the resolution time for incidents or problems assigned to IT groups. If a request is reassigned by a technician in one business entity to a technician in another business entity, the BMC SLM measurements continue and the milestones and due date are updated. For example, a request is reassigned from the California-San Francisco business entity (Monday to Friday 8:00 to 18:00) to the England-Greenwich business entity (Monday to Friday 8:00 to 17:00). BMC SLM calculates the time spent in the California-San Francisco business entity and starts to record the time in the England-Greenwich business entity. When the request is completed, the times spent within each business entity are added together to produce the total time spent working on the request. The total is then compared against the goal time to calculate whether the service target is met or missed.
NOTE
Make sure you see the application form for your business entity by checking the Use on App Form option. If you specify the business entity on the service target definition form, Follow the Sun is not invoked.
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Configuring Follow the Sun

There are three steps involved in configuring Follow the Sun:
Step 1 Create a field on the application form to hold the business entity, if needed. Step 2 Reference the field for your OLA on the Data Source Settings page (see To
reference the business entity field).
Step 3 Verify that your service target is an OLA and check the Use on App Form option.
! To reference the business entity field

NOTE
Do not rename a business entity in use.
1 Log in to BMC Service Level Management Administration Console. 2 Go to the MSP/Business Time tab on the Data Source page. 3 Select an OLA Type Reference Field. This specifies the field on the application form
that holds the business entity.
NOTE
If you change the settings in the OLA Type Reference Field you must rebuild the service target afterwards.
! To create your service target

1 Log in to the Service Level Management Console. 2 Create your service target. 3 During the service target definition in Step 1 of 4, in the Agreement Type field,
select Operational Level Agreement.
4 In the Step 2 of 4, select the Use on App Form check box.
This specifies that you want the fields on the application form to be used for the business entity.
NOTE
If you select a business entity from the drop-down list on the Business Entity field, Follow the Sun does not work because the business entity does not change. The business entity must be referenced from the field on the Application form.
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Follow the Sun
Using multiple servers

In an environment with multiple servers, you can transfer the request from one server to another by using BMC Remedy AR System Distributed Server Option (DSO). For more information about DSO, see the BMC Remedy Distributed Server Option Guide. You must transfer the following items to the new server:
! ! !
The request The measurement record Entries in the SLM:EventSchedule form
NOTE
If you change the business entities on the request before the transfer, the business entities must exist on the source server and on the destination server. The time taken to transfer the request is ignored in the calculations.
Follow the Sun use cases

The following use cases describe how a service target can reference two business entities and how a service target can reference business entities on different servers on different machines.
Example 1: A service target referencing two business entities

! ! !
Business Entity 1 is available from 8:00 to 16:00 Monday to Friday. Business Entity 2 is available from 18:00 to 02:00 Monday to Friday. The Operational Level Agreement (OLA) service target has an 8 hour resolution goal time. The orange line shows the timeline for the SLA and the green line shows the timeline for the OLA.
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Figure 5-4: Timeline for example 1
Business Entity 1 SLA starts Pacific Standard Time
SLA
SLA goal
08
10
12
14
16
18
20
22
24
02
04
06
08
10
12
14
16
1
Business Entity 1
OLA
3
Business Entity 2
OLA goal
1 At 12:00 a request is submitted in California. The due date for the OLA is calculated
at 12:00 the next day in Business Entity 1.
2 At 16:00 the request is reassigned and Business Entity 2 is now referenced by the
OLA. The OLA goal time is recalculated to 22.00 hours on the same day. The time spent on the OLA in Business Entity 1 is calculated.
3 No operating business hours, no time is used in calculations. 4 At 18:00 the service target starts to be tracked in Business Entity 2 for the OLA. 5 At 24:00 the request is resolved and the OLA is completed. The total time spent on
the request was 10 hours for the OLA (4 hours Business Entity 1 + 6 hours Business Entity 2). The OLA goal is not met. You can reevaluate your commitment to OLAs to make sure you can meet your SLAs in the future. In our scenario having two shifts enabled the SLA to be met.
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Example 2: A service target referencing business entities on different servers on different machines
!
Server 3 in Seattle has Business Entity 3 configured (8:00 to 18:00 Monday to Friday Pacific Standard time). Server 4 in England has Business Entity 4 configured (8:00 to 16:00 Monday to Friday, England-Greenwich time). Server 5 in Singapore has Business Entity 5 configured (9:00 to 19:00 Monday to Friday Singapore time). An Operational Level Agreement (OLA) service target has a 20 hour resolution goal time.
Figure 5-5: Timeline for the example 2 OLA

Pacific Standard Time Business Entity 3
12
18
24/0
12
18
24/0
1
EnglandGreenwich Time
2
02 08 14 20 02 08 14
14
20
Business Entity 4
3 4 5
21 03 09 15 21
Singapore Time
15
21
03
09
15
Business Entity 5
3 6 7
OLA goal
1 At 14:00 a request is submitted in Seattle. The due date for the OLA is calculated to
be 16:00 in two days using Business Entity 3.
2 At 18:00 the request is reassigned and Business Entity 4 is now referenced by the
OLA. The OLA goal time is recalculated and the time spent on the OLA in Business Entity 3 is calculated.
3 No operating business hours, therefore no time is used in calculations. 4 At 08:00 the service target starts to be tracked in Business Entity 4 for the OLA.
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BMC Service Level Management 7.6.00 5 At 16:00 the request is reassigned and Business Entity 5 is now referenced by the
OLA. The OLA goal time is recalculated and the time spent on the OLA in Business Entity 4 is calculated.
6 At 09:00 the service starts to be tracked in Business Entity 5 for the OLA. 7 At 13:00 the request is resolved and the OLA is completed. The total time spent on
the request was 16 hours for the OLA (4 hours Business Entity 3 + 8 hours Business Entity 4 + 4 hours Business Entity 5). In this scenario both the OLA and the SLA were met, but having three shifts enabled the customer commitment to be completed much earlier.
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Chapter
The Service Level Management Dashboard is a visual representation of the compliance of agreements and service targets. The topics describe how business users and customers can view summaries of their services performance. The following topics are provided:
! ! ! ! ! ! ! ! !
Overview of dashboards (page 136) Service Level Manager Dashboard (page 138) Compliance tab (page 138) SLM Trends tab (page 143) Service Targets tab (page 146) CI Compliance View (page 150) Business Services tab (page 153) Use case for dashboards (page 155) Customer Dashboard (page 157)
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Overview of dashboards
The dashboards provide a categorized, summarized view of agreement and service target information that allows the user to get a picture of the general health of their agreements and quickly find problem agreements and service targets. From any computer in your environment that has a compatible browser, you can enter the URL for the dashboards and see the data.
NOTE
You must have an SLM User license to view the BMC SLM dashboards and a BMC Remedy AR System Flashboards license to use the BMC SLM dashboards. Two main dashboards are shipped with BMC Service Level Management:
! !
Service Level Manager Dashboard Customer Dashboard
Logging in to dashboards
You must have a compatible browser to view the dashboards. See the BMC Remedy AR System compatibility matrix on the Customer Support website for supported browsers.
1 To access the dashboards, enter one of the following URLs in your browser:
!
For the Service Level Manager Dashboard: For the Customer Dashboard From the Service Level Management Console:
http://midTierServer:port/arsys/forms/ARServer/SLM%3ADashboardSLMgr
!
http://midTierServer:port/arsys/forms/ARServer/SLM:Dashboard_Customer
!
http://midTierServer:port/arsys/forms/ARServer/SLM:Console
2 Click the Dashboards tab at the top of the window.

! midTierServer
is the name of the BMC Remedy Mid Tier server, specified in the format serverName.company.com. is an optional port number; include this only if the web server is not on the default port of 80.
! port
! ARServer
is the BMC Remedy AR System server on which the BMC Service Level Management application is installed. If you are using a load balancer, you can use the BMC Remedy AR System load balancer server name instead of ARServer, provided this server is configured for the mid-tier using the BMC Remedy Mid Tier Configuration Tool.
3 Use the following procedure for a secure http connection for the dashboards.
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Overview of dashboards
The tables in the dashboards contain icons that indicate the status of the service target or the agreement compliance status. Table 6-1 explains these icons.
Table 6-1: Status icons Icon Service target OK, Met, or Available Warning Alarm, Missed or Unavailable Unknown Agreement In Compliance At Risk Breached
Dashboards are designed to be viewed on the Web, but you can view them with BMC Remedy User. However, Status icons are not visible when viewing the dashboards from BMC Remedy User; in their place you see the text used to represent an HTML image tag. Tables in BMC Remedy User do not display HTML. Click Refresh to update the page with the latest measurements.
NOTE
Service target goal-type definition updates are applied differently to service target types. Updates to goal types for performance-monitoring, CI Outage, and availability service targets are not applied to service target measurements and dashboard displays. For request-based service targets, only new measurement records have goal type updates applied.
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Service Level Manager Dashboard

The Service Level Manager Dashboard contains these tabs:
! ! ! !
Compliance tab SLM Trends tab Service Targets tab Business Services tab
Compliance tab
The Compliance tab of the dashboard displays a navigation pane on the left, and a content pane on the right. Information related to deleted agreements and service targets are still included in the dashboards display if the calculated data falls within the date range specified for the chart or table.
Using the navigation pane

The navigation pane shows the same hierarchy as the Service Level Management Console. When you click a directory or subdirectory in the navigation pane, the data on the tabs relate to the agreements contained in the selected directory and all its subdirectories. If you select the Service Target tab after viewing the Compliance tab (and the reverse), the same directory is selected. If you want to display items in the selected directory only, clear the Yes checkbox next to Show Items in Subfolder. You can search for folders by entering a name or part of a name in the Find field and clicking Find. The search is case sensitive. When you click a directory or subdirectory in the navigation pane, the data on the Compliance window applies to all the agreements in the selected directory and all its subdirectories.
Viewing data in the Compliance contents pane

The Compliance contents pane displays agreement compliance data and related service target status information.
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Compliance tab
Filters that affect the display

Various filters affect the agreements and the service targets displayed on the window:
!
Directory selection in the navigation pane determines the data displayed in the following charts and tables:
! !
Agreements table SLA Compliance chart
Directory selection restricts the agreements shown to those in the selected directory and its subdirectories, or if you clear Yes in Show Items in Subfolder only agreements in the selected top level directory are shown.
!
Selecting a review period affects the following chart and table:

! !
Agreements table SLA Compliance chart
These periods are associated with the Review Period set during the agreement definition:
! ! ! ! ! !
Daily Weekly Monthly Quarterly AllDisplays information for all review periods
Agreements shown in the Agreements table can be refined by selecting a status from the following categories in the Status list:
! ! ! !
AllDisplays information for all statuses Compliant At Risk Breached
The Status selection does not affect the SLA Compliance chart.
!
Service targets shown in the Related Service Targets Status table are those related to the agreement selected in the Agreements table.
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Measurements
The times and frequency during which the compliance status is calculated for each Review Period are shown in Table 6-2.
Table 6-2: Frequency of compliance status calculations Period Daily Weekly Monthly Frequency of calculation Every hour Every 4 hours Every day
Quarterly Every day
Using the Agreements table to view compliance data

The Agreements table shows detailed agreement compliance data. It shows the most recent agreement compliance calculations for each agreement displayed. Agreements listed are those that fill the criteria after filtering through the Directory > Review Period > Status filters. Table 6-3 describes the information displayed in the Agreements table.
Table 6-3: Columns in the Agreements table Column header Agreement Contract Review Period Status Description The name of the agreement. The contract to which the agreement is related. The review period to which the agreement measurement applies. The most current compliance status calculated according to the review period. The status is indicated by an icon. The status shown is one from the following list:
! ! !
Breached (missed) In Compliance (met) At Risk
Previous Comment
The compliance status calculated prior to the latest review period measurement. The comment added to the compliance calculation. You can add a comment concerning the agreement, such as an explanation for noncompliance. The percentage compliance for the agreement. This percentage is calculated according to the review periods. The compliance is not calculated until an Incident with an attached service target is closed. This might lead to differences between a service target status on the Related Service Targets table and the Compliance for an agreement shown in the Agreements table. The percentage target compliance set during the agreement definition. If this target is not reached, the agreement is not compliant.
Compliance
Target
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Compliance tab
Column header Penalties/Rewards
Description The monetary penalties that are applied for noncompliance, set during the agreement definition. A positive value indicates a reward and a negative value indicates a penalty. The monetary impact costs incurred when the related service target goals are not met. The impact cost is set during service target definition. The sum of all the costs for all service targets that missed their goals and are related to the agreement, are calculated for the review period and shown as an amount and currency. The data and time the review period started. (Performance-monitoring service targets only) The total time during the review period when no data was available to calculate the status of any service targets related to the agreement.
Impact Costs
Period Start Unknown Time
! To view agreements
To view an agreement, select it in the table and click View Agreement. The agreement is displayed in view-only mode.
! To add or view comments

1 To add a comment, select an agreement or a contract in the table and click the
Comment button. from the list.
2 Add your text in the SLM Comments dialog box, or select a meaningful comment
For example you might have a predefined comment Breach due to external factors over which we have no control.
3 Save your comment.
The comment remains associated with the agreement for the specified review period. When the comment has been added, a comment icon appears in the Comment column of the table. You can hold the mouse over the icon to show the details of the comment. You cannot delete a comment. You can delete the entries from the fields in the SLM Comments dialog box, but the comment and the comment icon remain.
4 To view a comment, select the agreement or contract in the table and click the
Comment button. The SLM Comments dialog box containing the comment details opens in a separate window.
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Related Service Target Status table

The Related Service Target Status table lists the service targets related to the selected agreement in the Agreements table. The table displays the results of the most recent calculations for each service target for each review period of the associated agreement. Table 6-4 shows the information displayed in the Related Service Targets table.
Table 6-4: Columns in the Related Service Targets table Column header Service Target Type Description The name of the service target. The service target type, this is a user-defined type that maps to one of the internal goal types supplied with BMC Service Level Management: request-based (resolution-time or response-time), availability, CI Outage, performance monitoring, or complianceonly. The goal status of the service target, based on all of the measurements for that service target within the review period. If the percentage of Met service target measurements calculated within the review period is greater than or equal to the compliance target, then the Period Status is Met. If not, it is Missed. Real-Time Status The most recent service target measurement status.
!
Period Status
For a response-time or resolution-time goal: the result for the last request that was processed. For an availability goal: the last measurement processed for the asset being measured. For a performance monitoring target: the last measurement processed for the application or server being monitored.
SLA Related Service Target Measurements chart

If you double-click a service target in the Related Service Target table, you can show the service target measurements that were used in calculating the status for the review period. For request-based goals, the measurements appear in a chart. For availability and performance measurement goals, the measurements appear in a table. By default, the data shows the measurements for the review period of the related agreement. You change the date range by setting the start and end dates.
NOTE
If there were no service target measurements within the review period, the chart is blank. In this case, the Period Status shows Met. For performance-monitoring service targets, the SLA Related Service Target Measurements table shows the time according to the time zone where the server is located.
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SLM Trends tab
SLA Compliance chart

The SLA Compliance chart shows the agreements filtered by the Directory > Review Period. This chart shows the percentage of agreements that fall in to the three status categories: Compliant, At Risk, or Breached. The results arise from the most current calculations.
SLM Trends tab

The SLM Trends tab shows the most recent and historical data on agreements and their related contracts. The window shows agreement compliance, penalties and rewards, impact costs, and contract information.
Searching for contracts and agreements

You can search for an item in the Summary of Agreements and Related Contracts table by entering the search criteria in the Show fields. You can search by:
! ! ! ! !
ContractsA string contained in a contract name Agreement TitleA string contained in an agreement name StatusAgreement compliance status AgreementsWith accrued penalties or impact costs AllDisplays all agreements
For example, if you wanted to search for all Contracts that are with ABC Company and therefore have the term ABC in the contract name, type ABC in the search field and press Enter. (The search is not case sensitive.) All the agreements related to the contracts with ABC Company appear in the table.
Filtering agreements by selecting review periods

You can filter the agreements in the table by selecting a review period from the Review Period list:
! ! ! ! !
Daily Weekly Monthly Quarterly All
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Summary of Agreements and Related Contracts table

The Summary of Agreements and Related Contracts table lists information about agreements and contracts. The table shows the most recent agreement calculations for each agreement and review period displayed; no historical data appears. The table is filtered first by the Show field and then by Review Period field. Table 6-5 describes the information displayed in the Summary of Agreements and Related Contracts table.
Table 6-5: Columns in the Summary of Agreements and Related Contracts table Column header Agreement Review Period Status Description The name of the agreement. The review period in which the measurement applies. The most current compliance status calculated according to the review period. The status is indicated by an icon. The status shown is one from the following list:
! ! !
Comment Agreement Type Penalties/Rewards
You can add a comment concerning the agreement, such as an explanation for noncompliance. A service level agreement, an operational level agreement (OLA), or an underpinning contract (UC). The penalties and rewards for the review period. If the agreement was met and a reward incurred, the amount is a positive number; if the agreement was not met and a penalty incurred, the amount is a negative number. The monetary impact costs incurred when the related service target goals are not met. The impact cost is set during service target definition. The sum of all the costs for all service targets that missed their goals and are related to the agreement, are calculated for the review period and shown as an amount and currency. The user-supplied Contract ID number of the contract related to an agreement. The user-supplied title of the contract related to an agreement. The status of the contract related to the agreement. The contract status can be one from the following list:
! ! !
Impact Costs
Contract ID Contract Name Contract Status
Current Expired Pending Renewal
Unknown Time
(Performance-monitoring service targets only) The total time during the review period when no data was available to calculate the status of any service targets related to the agreement.
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SLM Trends tab
Viewing agreements
To view an agreement or a contract, select it in the table and click View Agreement or View Contract. The agreement or contract appears in view-only mode.
Compliance Status chart

This chart shows the historical compliance status for the agreement selected in the Summary of Agreements and Related Contracts table. The dotted line shows the compliance target percentage for the selected agreement. The solid line shows the compliance status for the selected agreement. The compliance calculations are processed for each review period defined for the selected agreement. The default date range is six months from the current date and time; the Start Date and End Date fields are updated when the SLM Trends tab appears for the first time. Entering a Start Date and End Date confines the measurements shown to those processed within these dates.
Impact Costs and Penalties/Rewards chart

The Impact Costs and Penalties/Rewards chart displays a historical view of the costs incurred if an agreement was breached, and the rewards for meeting or exceeding the agreement. It also shows the costs associated with missed service target goals for all related service targets. The costs, penalties, and rewards apply to the row selected in the Summary of Agreements and Related Contracts table. Both impact costs defined for service targets and penalties and rewards defined for agreements are shown. One line in the chart shows costs for the agreement and the other line shows the penalties or rewards for the agreement. A positive value indicates a reward for meeting or exceeding the goals and a negative value indicates a penalty for breaching the agreement and the other line shows the total impact costs when the service targets related to the agreement miss their goals. The default date range is six months from the current date and time; the Start Date and End Date fields are updated when the SLM Trends tab appears for the first time. Entering a Start Date and End Date confines the measurements shown to those processed within these dates.
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Service Targets tab

The Service Targets tab shows data about the historical and current status of service targets and their costs.
Navigation pane
The navigation pane shows the same hierarchy as the Service Level Management Console. When you click a directory or subdirectory in the navigation pane, the data on the Service Targets window relates to all the service targets contained in the selected directory and all its subdirectories. If you select the Service Target tab after viewing the Compliance tab, the same directory is selected. If you want to display items in the selected directory only, clear the Yes checkbox next to Show Items in Subfolder.
Searching for folders

You can search for folders by entering a name or part of a name in the Find field and clicking Find. The search is case sensitive. When you click a directory or subdirectory in the navigation pane, the data on the Compliance window applies to all the agreements in the selected directory and all its subdirectories.
Service Target Status charts

The three charts display the goal status of service targets for request-based, performance monitoring, and availability goals.
!
Request-Based Service TargetsThe chart shows a summary of the status calculations of all the request-based service target that fall within the filtering criteria. The data is confined to the dates specified in the Start Date and End Date fields. The default display for this range is seven days prior to the current date and time. Performance Monitoring Service TargetsThe chart shows the most recent status of all performance-monitoring service targets based on the filtering criteria. Availability Service TargetsThe chart shows a summary of the most recent status calculations for all the availability service targets based on the filtering criteria.
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Service Targets tab
NOTE
The data resulting from the most recent calculation is shown for availability and performance-monitoring service targets. The two charts for these goals show currently how many assets are available or unavailable and how many performance-monitoring service targets have met or missed their goals. However, for request-based service targets, the data for the most recent requests might not be typical. Date selection fields are provided so you can view data over a specific period of time, this is more significant for request-based goals.
Service Target Latest Status table

The Service Target Latest Status table displays the real-time status for the service targets. The status is the result of the last measurement processed. You can filter the service targets by selecting the criteria in the Goal Status field. You can select from the following list: Met, Missed, Warning, Available, Unavailable, Unknown. Table 6-6 describes the information displayed in the Service Targets Latest Status table.
Table 6-6: Columns in the Service Targets Latest Status table Column header Service Target Type Description The name of the service target. The service target type, this is a user-defined type that maps to one of the internal goal types supplied with BMC Service Level Management: request-based (resolution-time or response-time), availability, CI Outage, performance monitoring, or complianceonly The most recently calculated status for the Service target. This varies according to the type of service target:
! !
Status ID
Request-basedThe ID of the incident request (user-configured) AvailabilityThe Asset Manager asset ID number configured by the user in the Asset Management form Performance-monitoringThe Collection Node ID
For more information about viewing ProactiveNet service targets and root cause analysis, see BMC Service Level Management Configuration Guide.
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Related Measurements table

The Related Measurements table provides information about the specific measurement instances associated with the service target you selected in the Service Target Latest Status table. For example, if you have selected an incident resolution service target, the table shows measurements for the following items:
!
Tickets where the service target completed processing between the Start and End dates specified Tickets where the service target began processing between the Start and End dates specified but are still currently processing
As you select a service target, the data in the Related Measurements table changes according to whether you have chosen an availability, a request-based, or a performance-monitoring service target. You can view information confined to a specific time period by entering values in the Start Date and End Date field.
! To view information about performance-monitoring service targets

You can view information about a performance-monitoring service target. from the Related Measurements table. Table 6-7 describes the information displayed in the Related Measurements table for performance-monitoring service targets.
Table 6-7: Columns in the Related Measurements tableperformance-monitoring service targets Column header Status Description The most recently calculated status of the service target. The status for a performance-monitoring service target is based on the KPI threshold. A breached threshold indicates that the status is missed. Value Impact Costs Time The KPI value collected at the time specified in the Time column. The impact costs incurred when the service target fails to meet its goal. The time that the data is evaluated by the processor. The table shows the time according to the time zone where the server is located.
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Service Targets tab
! To view information about request-based service targets

You can see information about the response time or the resolution time of a specific incident request. from the Related Measurements table. Table 6-8 describes the information displayed in the Related Measurements table for request-based service targets.
Table 6-8: Columns in the Related Measurements tablerequest-based service targets. Column header Incident ID Status Elapsed Time Impact Cost Completed Description The ID of the incident request (user-configured). The goal status of the request, whether it met or missed the response or resolution time goal. The elapsed response or resolution time of the incident request. The format is dd hh:mm:ss. The impact cost when the request-based goal is not met. The time the elapsed response or resolution time measurement is calculated. For example, for a response-time goal, it might be when the request is assigned; for a resolution-time goal, it might be when the request is resolved.
! To view information about availability service targets

You can use the Related Measurements table to see how long an asset has been available or unavailable and the impact costs for failing to meet the availability goal. Table 6-9 describes information displayed in the Related Measurements table for availability service targets.
Table 6-9: Columns in the Related Measurements tableavailability service targets. Column header Asset ID Status Elapsed Time Impact Cost Measurement Time Description The Asset Manager asset ID number configured by the user in the Asset Management form. The goal status of the service target, the status is either available or unavailable. The time elapsed since the asset changed status, this is either up time or down time. The format is dd hh:mm:ss. The impact cost incurred when the goal is missed. The time when the elapsed time was calculated.
Calculate: Click the Calculate button to display the most current data for availability service targets. Availability elapsed up or down times are calculated only when a change of state occurs, so the Calculate button are necessary to obtain the most up-to-date data.
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CI Compliance View
This dashboard is available only if you have implemented the BMC SLM installation, which includes the SIM plug-in and the BMC Remedy AR System integration component for SIM. The CI Compliance View dashboard shows the status of CIs, agreement compliance data, and service target status information. The CI Compliance View dashboard enables you to determine which CI is directly impacting an agreement.
Using the CI Compliance View dashboard

To access the CI Compliance View dashboard, use the navigation tab from the current dashboard, or enter the following URL in your browser:
http://midTierServer:port/arsys/forms/ARServer/INT%3ASIMSLM%3ADashboardSIM
Where:
! midTierServer is the
name of the BMC Remedy Mid Tier server, specified in the format serverName.company.com. is an optional port number; you need to include this only if the web server is not on the default port of 80. is the BMC Remedy AR System server on which the BMC Service Level Management application is installed.
! port
! ARServer
Enter a valid user name and password for the BMC Remedy Mid Tier. With the CI Compliance View, you can see the compliance status for agreements, their related service targets, and the CIs that are used in their definitions.
Configuration Item Status and Worst Case Agreement Status table

This table shows the CIs used as part of a service target definition. You can filter the display of CIs in the table by selecting one of the following options in the Show field and selecting search criteria:
! ! !
CI NameThe name of the configuration item. CI ClassThe ID of the CI class. CI CellThe name of the SIM cell that monitors the service model of which the CI is a part. AllLists all agreements.
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CI Compliance View
Table 6-10 describes information displayed in the Configuration Item Status and Worst Case Agreement Status table.
Table 6-10: Configuration Item Status and Worst Case Agreement Status table. Column header Name CI Status Description The name of the CI. The mapped status of the CI in real time. The status can be OK, Alarm, Warning, or Offline, which map to the corresponding SIM CI status. The most recent worst compliance status for all agreements that have related service targets using the CI in their definitions. The cell that monitors the SIM service model that includes the CI. The Configuration Item Class ID used by the CMDB to classify CIs.
Worst Case Compliance Cell Class
Worst Case Agreement Compliance chart

This chart shows the percentage of worst case agreement status calculations that fall into each compliance status category (Compliant, At Risk, Breached) for all the CIs. You can double-click a segment of the chart to display more information about the configuration items that are in the specific compliance category. You can see the CIs that have agreements related to them that are in the selected compliance category.
Using the Agreements table

This table shows the status of agreements that have related service targets that use SIM data sources. The table shows the results from the most recent agreement compliance calculations for each agreement in each review period defined for the agreement. You can filter the agreements in the table by selecting from the Review Period and Status field lists. For the review periods, you can select from Daily, Weekly, Monthly, Quarterly, or All. In the Status field, you can select from Compliant, At Risk, Breached, or All. Table 6-11 describes the information displayed in the Agreements table.
Table 6-11: Agreements table. Column header Agreement Contract ID Contract Name Review Period Description The name of the agreement.
The user-supplied ID number of the contract to which the agreement is related.

The user-supplied name of the contract to which the agreement is related. The review period to which the agreement measurement applies. The review period indicates how often compliance is calculated for the agreement.
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Column header Status Comment
Description The most current compliance status calculated according to the review period. The status can be one of the three levels. The comment added to provide more information relating to the compliance status of the agreement.
Adding comments
To add a comment, select an agreement in the table and click the Comment button. The SLM Comments dialog box appears. Add your text in the Comment field or select a meaningful comment from the list. For example, you might have a predefined comment Breach due to external factors over which we have no control. Save your comment.
Viewing agreements
To view an agreement, select it in the table and click View Agreement. The agreement is displayed in view-only mode.
Compliance, Impact Costs, and Penalties charts

You can double-click an agreement to display more information about the compliance of that agreement. The default data displayed is shown for a range that starts six months before the end date and time. The date ends the last time the compliance was calculated for the agreement. You can change the date range by setting the start and end dates. The Compliance Status chart shows a historical view of the compliance calculations for the review period defined for the agreement. The solid line shows the percentage compliance and the dotted line shows the Compliance Target percentage set during the agreement definition. The Impact Costs and Penalties/Rewards chart shows a historical view of costs for the agreement. One line shows the impact costs of any service targets related to the agreement that did not reach their goals, and the other line shows the penalties or rewards for the agreement.
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Business Services tab
Related Service Targets table

This table shows the status data for service targets that are related to the agreement selected in the Agreements table. It shows the most recent service target status calculations for each review period. Table 6-12 describes the information displayed in the Related Service Targets table.
Table 6-12: Related Service Targets table. Column header Service Target Type Period Status Description The name of the service target. The service target type. This is a user-defined type that maps to the goal type supplied with BMC Service Level Management. The status of the service target, based on all of the measurements for that service target within the review period set for the associated agreement. If the percentage of Met service target measurements calculated within the review period is greater than or equal to the compliance target, then the Period Status is Met. If not, it is Missed. Real-Time Status The most recent service target measurement status, based on whether the service target met or missed its goal.
Double-click a service target to show the service target measurements that were used in calculating the status for the review period. By default, the data displayed shows the measurements for the review period of the related agreement. You change the date range by setting the start and end dates.
Business Services tab

When agreements are associated with a business service, all service targets related to that agreement inherit the business service. The service targets attach to change or incident requests with the same business service.
Business Service
When you select a business service from the list, the agreements that are related to this business service are displayed in the Agreements table. You can filter the contents of the Agreements table by selecting a node in the Navigation Pane.
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Agreements table for a business service

Table 6-13: Agreements table Column Title Category Description The title of the agreement. The type of the agreement. Agreements can be one of the following types:
! ! !
Service Level Agreement (SLA) Operational Level Agreement (OLA) Underpinning Contracts (UCs).
When you select an agreement in the Agreement table, related service targets are displayed in the Service Targets table.
Service Targets table

Table 6-14: Service Targets table Column Title SVT ID Applies To Goal Type Description The title of the service target. The ID number of the service target. The application to which the service target is attached. The type of goal for the service target, such as Incident Response time or Change Request Initiation.
When you select a service target in the Service Targets table, the measurement status is displayed in the Service Target Measurements table.
Service Target Measurements table

Table 6-15: Service Target Measurements table Column Ticket ID Description The ID number of the request.
Measurement Status The status of the service target. The status can be Met or Missed.
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Use case for dashboards
Use case for dashboards

A service provider has a contract with ABC Company to provide a number of services. The service level manager receives a phone call from ABC Company to the effect that their business is impacted by a problem in the shipping department. The service level manager opens up the dashboards at the Compliance tab and selects ABC Company in the navigation pane. The Agreements table shows her the agreements that exist for ABC Company; she searches for agreements that have a status of Breached. She selects a breached agreement and looks at the related service targets in the Related Service Targets table. One of these service targets has a status of Missed and she discovers it is the service target monitoring the response time of the Shipping Application.
Figure 6-1: DashboardsCompliance tab showing agreements with ABC Company
The service level manager then clicks the SLM Trends tab and searches for all the agreements related to shipping; she can then see which agreements have missed and when, and if this is a trend. She can also view any comments attached to an agreement.
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Figure 6-2: DashboardsSLM Trends tab showing ABC Company data
The service level manager then opens the service targets window. The ABC Company is still selected in the navigation pane, so only relevant service targets are displayed. The service level manager can check the current status of all the service targets in the Service Target Latest Status table. She selects the service target with a status of Warning and the measurement details of this service target appear in the Related Measurements table.
Figure 6-3: DashboardsService Target tab relating to ABC Company Shipping
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Customer Dashboard
The service level manager can see from the measurements in the Related Measurements table the date and time that the problem occurred. She can create an incident request to make sure that this problem is corrected and minimize the disruption for this key business.
Customer Dashboard
The Customer Dashboard gives an overall view for service providers to supply to their customers. The customer can view real-time and historical data and assess whether their agreements with the IT service provider are in compliance. The Customer Dashboard is view-only. You can access the Customer Dashboard with the following URL:
http://midTierServer:port/arsys/forms/ARServer/SLM:Dashboard_Customer
Selecting a contract in the My Contract field restricts the agreements shown to those related to the contract. You can further filter the agreements by selecting a review period in the Review Period field, and then selecting a Start Date and End Date. The default date range is one month from the current time for the daily review period.
Agreements table on the customer dashboard

The Agreements table displays detailed agreement compliance data. It lists all the agreements related to the selected contract, review period, and time period. You can further filter the list of agreements in the table to those of a specific status by selecting one of the following in the Status field:
! ! ! !
Compliant At Risk Breached All
The Show All field is configurable by your administrator, it might not be shown on your window. If you select the check box, you can see the latest compliance records in the agreements table, in addition to the historical information. If the check box is not selected, you see only the historical compliance calculation records in the agreement table.
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Table 6-16 describes the information displayed in the Agreements table.

Table 6-16: Columns in the Agreements table Column header Agreement Review Period Description The name of the agreement. The review period for the agreement. An agreement can have more than one review period specified during the agreement definition. Review periods indicate how often compliance should be calculated for an agreement. The date the review period started. The most current compliance status calculated according to the review period. The agreement can have one of the following statuses:
! ! !
Period Start Status
Previous Status Compliance Compliance Target
The compliance status calculated prior to the latest review period. The percentage compliance for the agreement. This percentage is calculated according to the review periods. The percentage target compliance set during the agreement definition. If this target is not reached, the agreement is not compliant. The monetary penalties that are applied for noncompliance, set during the agreement definition. A positive value indicates a reward and a negative value indicates a penalty. The monetary impact costs incurred when the service targets related to this agreement are not met. The impact cost is set during service target definition. The sum of all the costs for all service targets that missed their goals and are related to the agreement, are calculated for the review period and shown as an amount and currency.
Penalties/Rewards
Impact Costs
Viewing agreements
To view an agreement, select the agreement in the table and click View. A viewonly form appears in another window.
Related Service Targets table

The Related Service Targets table shows the status of the service targets related to the agreement selected in the Summary table. The table displays the results of the most recent service target status calculations for each review period of the related agreement.
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Customer Dashboard
Table 6-17 describes the information displayed in the Related Service Targets table.
Table 6-17: Columns in the Related Service Targets table Column header Service Target Type Description The name of the service target. The service target type, this is a user-defined type that maps to one of the internal goal types supplied with BMC Service Level Management: request-based (resolution-time or response-time), availability, CI Outage, performance monitoring, or complianceonly. The goal status of the service target, based on all of the measurements for that service target within the review period.
Period Status
Missed. Review Period Last Sampled Time
If the percentage of Met service target measurements calculated within the review period is greater than or equal to the compliance target, then the Period Status is Met. If not, it is
The review period for the agreement to which the service target is attached. The last time the data was evaluated.
The SLA Compliance chart

The SLA Compliance chart shows a historical view of the compliance percentage information for agreements related to the selected contract. The chart plots lines for the compliance status. The calculations are performed for each review period defined for the agreement.
Penalties and Impact Costs chart

The Penalties and Impact Costs chart shows a historical view of the costs incurred if the agreements do not meet their compliance goals (including rewards if the agreements exceed their goals). The selected contract determines which agreements the data applies to. The chart plots one line for the penalties and rewards in USD for the agreement, and one line for the total impact costs incurred when the service targets related to the agreement miss their goals.
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Displaying icons in the Dashboards after changing the mid tier

If you reconfigure the mid tier for dashboards you must change the path in the SLM:ConfigPreferences form. When you change the path, the mid tier server value in the HTML image tags change to point to the new mid tier server. Calculations done prior to the change involve fields containing HTML image tags that point to the previously configured mid tier server; this server might be down or no longer have a working mid tier installed on it. The records calculated prior to the change to a new mid tier no longer display a visible icon in the dashboards. To update data to point to the new mid tier, create an escalation or other workflow that updates the following form field values and replaces the old mid tier server name with the new mid tier server name. This can be done using the REPLACE workflow function.
! ! ! ! ! ! ! ! !
SLM:SLACompliance Compliance Status Icon (ComplianceStatusIcon) Compliance Status Icon Previous (ComplianceStatusIconPrevious) Comment Added Icon (CommentAddedIcon) SLM:SLAComplianceHistory Service Target Period Icon (ServiceTargetPeriodIcon) Real Time Status Icon (RealTimeStatusIcon) SLM:Measurement Status Image Tag (StatusImageTag)
For example, on the SLM:SLACompliance form, the following HTML image tag is generated to display the Breached status: <img src=http://midTierServer/arsys/apps/ARServer/ Remedy%20Service%20Level%20Management/resources/ icon_unavailable.gif alt="Breached" title="Breached"> In this case, the old midTierServer name is replaced with the new midTierServer name.
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Working with reports
The BMC SLM application contains a set of predefined reports that business relationship managers and service level managers can use to monitor activities related to the service organization. If you have one or more of the other ITSM applications, you can view additional reports that are related to the other applications. Two reports are available for agreements that are specific to the BMC SLM and SIM integration. The information in this section provides a description of predefined reports and how to generate them. The following topics are provided:
! !
Using predefined reports (page 162) Generating a report by using your own qualifications (page 167)
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Using predefined reports

SLM provides a variety of predefined reports to give you quick and easy access to monitor activities related to your service organization.
NOTE
If you use Crystal Reports software to modify the prepared reports supplied with Service Level Management, Customer Support can provide only limited assistance if you have a reporting problem. In addition, there is no guarantee that problems resulting from these modifications can be solved. The standard reports included with Service Level Management are designed to be used without modification.
Setting preferences to view and print reports

If your administrator has not set up a preference server for centralized user preferences, make sure you specify the report server name to view and print reports.
! To set preferences to view and print reports

1 Log in to the Service Level Management Console. 2 From the BMC Remedy User toolbar, choose Tools > Options. 3 In the Options dialog box, click the Advanced tab. 4 In the Report Server field, enter the name of the server that you are currently
logged in to.
5 Select the ODBC Use Underscores option. 6 Click OK.
General reports for agreements and service targets

This section shows a list of general reports with a brief description of each report. Information related to deleted agreements and service targets is still included in reports if the calculated data falls within the date range specified for the report. The following table provides a list of general reports for agreements and service targets.
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Table 7-1: Predefined reports Report title Assignment SLA Team Assignment Provides a history of the different individuals who have been assigned to work on the request per agreement. Provides costs and compliance data for each agreement included in a contract. Shows the agreement compliance and current percentage compliance for a date range in a selected review period. You can choose from the following review periods: daily weekly monthly quarterly SLA Compliance Summary Shows the agreement compliance target and the current compliance for all review periods for the specified date. Shows the agreement compliance target and the actual compliance for each day for one week ending on the specified date. Shows the agreement compliance target and the compliance every month for six months ending on the specified date. Shows the agreement compliance target and the compliance results for each quarter for one year, including any quarter that contains a portion of the specified year. Shows the agreement compliance target and the compliance results each week for a month in a specified year. It shows the data for any week that includes part of the specified month. Shows impact costs and penalties or rewards accumulated for all review periods ending on specified date. The default currency is USD. You must specify a currency symbol in the report heading if you want a different currency, for example GBP. SLA Daily Impact Cost for One Week Shows the impact costs for each day for one week ending on the specified date. The default currency is USD. You must specify a currency symbol in the report heading if you want a different currency, for example JPY. Description
Compliance SLA Compliance and Costs by Contract SLA Compliance Graph
SLA Daily Compliance for One Week SLA Monthly Compliance for Six Months SLA Quarterly Compliance by Year
SLA Weekly Compliance for One Month
Cost SLA Cost Summary
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Report title SLA Monthly Impact Cost for Six Months
Description Shows the impact costs every month for six months ending on the specified date. The default currency is USD. You must specify a currency symbol in the report heading if you want a different currency, for example EUR.
SLA Quarterly Impact Cost by Year Shows the impact costs for each quarter for one year, including any quarter that contains a portion of the specified year. The default currency is USD. You must specify a currency symbol in the report heading if you want a different currency, for example GBP. SLA Weekly Impact Costs for One Shows the impact costs incurred each week for a Month month in a specified year. It shows the data for any week that includes part of the specified month. The default currency is USD. You must specify a currency symbol in the report heading if you want a different currency, for example CAD. Service targets Performance-based Service Target Shows data about performance-monitoring service Metrics targets. The information shown is as follows:
!
! ! !
DateThe start and end dates between which the information applies Service TargetThe title of the service target MetPercentage of time the target was met Impact CostThe impact cost if a service target is not met
Request-based Service Target Metrics
Shows data about request-based service targets performance from any application including information about the number and percentage of requests that have been met, the average maximum and minimum times that the requests have been met, and the impact costs if the targets are not met.
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Report title Service Target Results by SLA
Description Shows data between a specified start and end date for a specified review period. The information shown is as follows:
! !
! !
AgreementThe title of the agreement Compliance TargetThe compliance target for the agreement Service TargetThe name of the service target WeightThe weighting given to the service target and used in the agreement compliance target calculations MetPercentage of time the target was met (request-based and performance-monitoring targets) AvailabilityPercentage of time the asset was available (availability targets) Impact CostThe impact cost if a service target is not met
This report can be run for all types of service target. Service Target Status and Detail Metrics Daily Shows the worst daily service target status (by color) and the actual averaged daily values for a performance-monitoring service target for the days specified. Shows the worst hourly service target status (by color) and the actual averaged hourly values for a performance-monitoring service target for the hours specified. Lists selected performance-monitoring or availability service targets and shows the length of the service outages or down times within a specified date range. Only times within business hours. are measured. Shows service target status by business service including agreements, service target ID, and related requests with their measurement status. Lists each CI Outage by service target including CI name, life cycle start and end times, and the outage duration. Shows a summary of CI Outages including CI name, mean time to restore, life cycle start and end times, and total outages for each CI.
Service Target Status and Detail Metrics Hourly
Service Target Outages
Service Target Status by Business Service CI Outage Details
CI Outage Summary
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Report title Unknown Periods of Unknown Data
Description Shows the performance-monitoring service targets that have periods of Unknown Data. The service targets must be related to an agreement. The report lists each agreement that has Unknown Data, followed by the related service targets and the duration details of each Unknown Data period.
Note: An Unknown Data period is a length of time
when no data is collected from the source.
BMC Service Impact Manager related reports CIs and Associated SLM Agreements Shows CIs with related agreements and those without. Lists the CI followed by any related agreements grouped by type (SLA, OLA, UC). This report allows the Service Level Manager to identify which CIs have SLAs, and whether they also have OLAs or UCs in place. SLA Compliance and Cost Details by CI Shows the data about a configuration item (CI), such as, name, class, cell, priority, and description, and lists the related agreements with accompanying information, such as, impact costs, penalties, or rewards, and target and actual compliance data for a date range within a selected review period. You can choose from the following review periods:
! ! ! !
Daily Weekly Monthly Quarterly
BMC Service Request Management related reports Request compliance report by category Shows detailed service request compliance information for the selected time period, goal type, and category. There is also an option to include expired requests, which are not included by default. The service requests are grouped by name. Percentages are calculated per service request name or type.
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Generating a report by using your own qualifications
Report title Missed requests by goal type report
Description Shows service request missed metrics for the selected time period and goal type. The time the request was submitted and the expected completion time for the request must fall within the start and end times specified for the report. The service requests are grouped by name. Percentages are calculated per service request name or type.
Missed request breakdown report
Shows service requests for all the different goal types for a selected time period. The time the request was submitted and the expected completion time for the request must fall within the start and end times specified for the report. The service requests are grouped by goal type. Percentages are calculated at the goal type level.

If you want to further refine the data that appears in a specific report, you can define qualifications that are used to search for matching data when generating your report. You define these in the qualifications field of the reports form; up to a maximum of five qualifications at a time.
! To generate a report
1 Log in to the Service Level Management Console. 2 Click Reporting to access the Report Console. 3 From the Report Name list, select the report you want to generate.
The reports described here are those available for the Service Level Management application.
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BMC Service Level Management 7.6.00 4 In the Define Report Qualification area, select your qualifications from the list, for
example, Status = Deployed.
This is optional. Adding qualifications reduces the number of records retrieved when you run a report.
a From the Field 1 list, select a field for which you want to generate reports. b Select a qualifier from the Operand list. c Type the value for which you want to qualify your report in the Value field. d Repeat these steps for other fields.
NOTE
You can use all five rows in the area to define your qualifications.
5 To add advanced qualifications, click Advanced Qualification and follow the steps
listed in Generating a report using advanced qualifications on page 169. FileThe report is saved to the path and file you specify.
6 From the Destination list, select the output format for your report.
! !
PrinterThe report is sent to the printer you specified in the Print Setup dialog box. ScreenYour report appears in a separate window.
7 Click Run Report.
Your report is output to the specified destination.
Saving your qualifications

You can define one or more qualifications that you want to use while running reports. After you define qualifications that you want to use frequently, you can save them and retrieve them at a later time.
! To save a qualification
1 Follow steps 1 through 4 in Generating a report by using your own qualifications on page 167. 2 Click Save Qualification. The Qualification Name dialog box appears.
3 In the Qualification Name field, enter a name for the qualification and click OK.
You see a message stating that the qualification has been saved.
4 Click OK to return to the Report Console.
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Generating a report using saved qualifications

You can generate and run reports using previously saved qualifications. Saved qualifications are tied to reports that you selected when you saved the qualification.
! To generate a report using a saved qualification

1 Follow steps 1 through 3 in Generating a report by using your own qualifications
on page 167.
2 Click Select Saved Qualification to open the Saved Qualification dialog box. 3 Select the saved qualification from the table and click Return Selected.
The Report Console appears with the saved qualifications filled in the qualification fields.
4 From the Destination list, select the output format for your report.
! !
ScreenYour report appears in a separate window. PrinterThe report is sent to the printer you specified in the Print Setup dialog box. FileThe report is saved to the path and file you specify.
5 Click Run Report.
Generating a report using advanced qualifications

You can generate and run reports by specifying additional qualifications using the Advanced Qualification Builder form.
! To specify an advanced qualification

1 Follow steps 1 through 4 in To generate a report on page 167. 2 Click Advanced Qualification. 3 Build the qualification for your report. 4 The advanced qualifications appear in the Qualification field. 5 Click Select to return to the Report Console. 6 From the Destination list, select the output format for your report.
! !
ScreenYour report appears in a separate window. PrinterThe report is sent to the printer you specified in the Print Setup dialog box. FileThe report is saved to the path and file you specify.
7 Click Run Report.

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Generating reports on the web

To run Crystal Reports on the web, you must install and configure either BusinessObjects Enterprise XI or Crystal Reports Server XI. In addition, you must install the AR Web Report Viewer on the same web server as BusinessObjects or Crystal Reports Server. The AR Web Report Viewer can be installed using the BMC Remedy Mid Tier installer. When the BusinessObjects software and AR Web Report Viewer have been installed, you must configure the mid tier to work with BusinessObjects. See BMC Remedy Mid Tier Guide for more information.
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Using BMC SLM with other applications

The Service Level Management application can be integrated with BMC Remedy AR System and BMC applications to meet your specific business needs and process requirements. The information that follows describes how to use BMC SLM with BMC Remedy Incident Management, BMC Remedy Change Management, BMC Remedy Asset Management, and Requester Console. Also described is how to view relationships between data in BMC Atrium CMDB and data in other ITSM applications with the CI Relationship Viewer, and how to access BMC SLM from the BMC Portal. The following topics are provided:
! ! !
! ! ! ! !
! !
Overview (page 172) Qualification builder forms (page 172) Using Service Level Management with BMC Remedy Incident Management (page 172) Using Service Level Management with BMC Remedy Change Management (page 176) Integration with Release Management (page 180) Displaying BMC SLM status in custom applications (page 185) BMC Service Level Management status indicator behaviors (page 187) Using Service Level Management with Requester Console (page 188) Using Service Level Management with BMC Remedy Asset Management (page 190) Using BMC SLM with BMC Service Request Management (page 193) Accessing BMC SLM from the BMC Portal (page 193)
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Overview
You can use the BMC SLM application with other applications in the ITSM suite. If you have any of the ITSM applications including Change Management, Asset Management, and Incident Management installed with Service Level Management, BMC SLM is automatically configured to work with that application. BMC SLM is also registered in the CMDB Federation; if BMC SLM is installed with other ITSM applications, you can view Configuration Items with the CI Relationship Viewer.
Qualification builder forms

When you create service targets for Requester Console, Incident Management, Asset Management, and Change Management, you use the following qualification builder forms for the application to which you are going to relate the service targets:
! ! ! !
Requester ConsoleSRM:SLMSRM:Qualbuilder Incident ManagementHPD:HPDSLM:Qualbuilder Change ManagementCHG:CHGSLM:Qualbuilder Asset ManagementAST:ASTSLM:Qualbuilder
These forms are installed with the integrations installation, and appear when you define the terms and conditions for the service target.
Using Service Level Management with BMC Remedy Incident Management

You can create service targets and relate them to an incident request to set goals and track the level of service for the incident. You can view the service target from within the incident management application.
Creating service targets for an incident request

Service targets created with the Incident Management application are internal targets related to Operational Level Agreements (OLAs).
! To create service target terms and conditions for an incident request

1 Log in to the Service Level Management Console. 2 Select the Service Target tab. 3 Click Create to open the Service Target wizard.
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Using Service Level Management with BMC Remedy Incident Management 4 Enter a title for the service target in the Title field. 5 Enter an optional description of the service target in the Description field. 6 In the Applies To field, select Incident. 7 In the Goal Type field, select a goal type:
!
Incident Response-timeThe incident request must be responded to within the time specified. Incident Resolution-timeThe incident request must be resolved within the time specified.
8 Click Define next to the Terms and Conditions field to open the Qualification
Builder.
NOTE
9 In the Classification tab, enter criteria that you want to use to build the
qualification from the Incident Service Type and Priority, Organization, Location, Operational Categorization Selection and Product Categorization Selection categories. Fields labeled in bold are required. Select Exact Match if you want the term used in the qualification to be exactly the same as you have selected or typed in the field. If Exact Match is not selected, you can type in partial words to be used in the qualification.
10 In the Assignment tab, enter criteria that you want to use to build the qualification
from the Incident Assignee, Incident Owner, and Vendor Information.
11 Click Show Qualification to enter your qualification in the Qualification field. 12 Save your qualification.
An example of a qualification is as follows:

'Owner Group ID' = "SGP000000000011" AND 'Assigned Group ID' = "SGP000000000003" AND 'SLM Priority' = "Medium" AND 'Company' = "ECC Company" AND 'Contact Company' = "ABC Company" AND 'Product Categorization Tier 1' = "Hardware" AND 'Product Categorization Tier 2' = "Server" AND 'Product Categorization Tier 3' = "Unix" AND 'Product Name' = "Sunfire 6000" AND 'Service Type' = "User Service Request" AND 'Categorization Tier 1' = "Oper Cat 1-1" AND 'Categorization Tier 2' = "Oper Cat 1-2" AND 'Categorization Tier 3' = "Oper Cat 1-3"
! To build a custom qualification

1 Log in to the Service Level Management Console. 2 Select the Service Target tab. 3 Click Create to display the Service Target wizard. 4 Enter the basic information. 5 Click Define next to the Terms and Conditions field to open the Qualification
Builder.
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BMC Service Level Management 7.6.00 6 Select Yes in the Custom Qualification check box to open the Advanced
Qualification Builder.
7 Enter your qualification by typing entries or use the operators, keywords, and
fields from the application form.
8 Click Select to return to the Qualification Builder, the system enters your
Qualification in the Qualification field.
9 Save your qualification.
NOTE
If the service target is related to an agreement with an associated business service CI, an additional qualification is added to your terms and conditions.
Viewing service targets in BMC Remedy Incident Management

You can view request-based service targets that have been attached to incident requests. This enables you to see whether the service target has been met, missed, or is in a warning state. The icon shows the worst-case status.
! To view service targets related to an incident request

1 Log in to the Incident Management Console and open the relevant incident.
The BMC SLM Status icon is displayed on the Incident Management Console and on the Incident Request form. Table 8-1 describes each icon.
Table 8-1: BMC SLM Status icons Icon Description
! !
Status: Not Attached. No service target is attached to the incident. Status: OK. Green: The service targets are in process and within the goal set for completion. Status: Warning. Yellow: At least one service target is at risk. Status: Breached. Red: At least one service target did not meet its goal.
! !
! !
! !
2 Depending on the SLM Status, click Details or the icon to display the
SLM:Integration Dialog form.
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The status gauge on the SLM:Integration Dialog form shows the current status of the selected service target. Table 8-2 explains the colors and fields on the status gauge.
Table 8-2: Status gauge on the SLM:Integration Dialog form Color or field Green Yellow Red Description The service target is in compliance. The service target has a warning status. The service target has missed its goal.
Due Date and Time The absolute goal time (that is, disregarding business hours). A response or a resolution for the incident must occur before this time otherwise the goal is missed. Time Until Due Time Past Due The amount of time left until the goal is considered missed. The amount of time that has passed since the goal was due.
Table 8-3 describes the information in the SLM:IntegrationDialog form.

Table 8-3: Information on the SLM:IntegrationDialog form Field Incident ID Details Service Target table SVT Title Goal The name of the service target. The type of goal for the service target:
!
Description The ID of the incident. Click to see details about the selected service targets.
Response-time goalThe incident request must be responded to within the time specified. Resolution-time goalThe incident request must be resolved within the time specified.
Hours/Min Cost Per Min Due Date/Time Progress
The response or resolution time stipulated in the goal. The cost per minute for missing the response or resolution time goal. The goal time within which either a response or a resolution for the incident must occur; otherwise the goal is missed. The status of the service target:
! !
! !
! !
AttachedThe service target has been attached to the incident. DetachedThe service target has not been attached to the incident. In ProcessWork on the request is taking place. PendingWork on the request is stopped (for example, waiting for a part, or waiting for a response from the submitter). WarningThe service target is at risk. Missed or MetThe service target has either missed or met its goal. InvalidThe service target is disabled.
Milestones for SVT Chapter 8 Using BMC SLM with other applications 175
Field Title Execution Time Status
Description The title of the milestone. The time that the milestone actions are executed. The current status of the milestone. The status is either active or inactive (pending), or Action Performed.
Using Service Level Management with BMC Remedy Change Management

You can create service targets and relate them to a change request to set goals and track the level of service for the change request. You can view the service target from within the Change Management application.
Creating service targets for a change request

Service targets created with the Change Management application are internal targets related to Operational Level Agreements (OLAs).
! To create service target terms and conditions for a change request

1 Log in to the Service Level Management Console. 2 Select the Service Target tab. 3 Click Create.
The Service Target wizard appears.

4 Enter a title for the service target in the Title field. 5 Optionally, enter a description of the service target in the Description field. 6 From the Applies To list, select Infrastructure Change. 7 In the Goal Type field, select a goal type:
!
Change Request InitiationWork on the change request must be started within the time specified Change Request CompletionThe change request must be completed within the time specified
Builder.
NOTE
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Using Service Level Management with BMC Remedy Change Management 9 Enter any criteria that you want to use to build the qualification. All fields are
optional.
NOTE
Company, Region, Site Group, and Site responsible for resolving the change request
10 In the Customer tab, enter criteria in the Requested For, and Operational Level
Agreement (OLA) categories.
Select Exact Match if you want the term used in the qualification to be exactly the same as you have selected or typed in the field. If Exact Match is not selected, you can type in partial words to be used in the qualification.
11 In the Classification tab, enter criteria in the Classification, Service Categorization
Selection, and Product Categorization Selection categories. categories.
12 In the Assignment tab, enter criteria in the Change Manager and Change Assignee 13 Click Show Qualification to enter your qualification in the Qualification field. 14 Save your qualification.

'Priority' = "Medium" AND 'Location Company' = $\NULL$ AND 'Customer Company' = "ABC Company" AND 'Customer Organization' = "SMBU" AND 'Customer Department' = "Research and Development" AND 'Product Cat Tier 1(2)' = "Hardware" AND 'Product Cat Tier 2(2)' = "Inventory" AND 'Product Cat Tier 3(2)' = "Laptop" AND 'Owner Support Company' = $\NULL$

1 Log in to the Service Level Management Console. 2 Select the Service Target tab. 3 Click Create to display the Service Target wizard. 4 Fill in the basic information. 5 Click Define to display the Qualification Builder for terms and conditions. 6 Select Yes in the Custom Qualification check box. 7 Select Custom Qualification to open the Advanced Qualification Builder. 8 Enter your qualification by typing entries or use the operators, keywords, and
9 Click OK to return to the Qualification Builder, the system enters your
NOTE
If the service target is related to an agreement with an associated business service CI, an additional qualification is added to your terms and conditions.
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Viewing service targets in BMC Remedy Change Management

You can view service targets that have been attached to change requests. This allows you to see whether the service target has been met, missed, or is in a warning state.
! To view service targets related to a change request

Log in to the Change Management Console and or open the relevant change request. SLM Status is displayed on the Change Request form. Table 8-4 shows the icons and explains what they mean.
Table 8-4: BMC SLM Status icons Icon Description Status: Not Attached. No service target is attached to the incident. Status: OK. Green: The service targets are in process and within the goal set for completion. Status: Warning. Yellow: At least one service target is at risk. Status: Breached. Red: At least one service target did not meet its goal.
Depending on the SLM Status, click Details or the icon to display the SLM:Integration Dialog form. The colors on the Status Gauge on the SLM:Integration Dialog form show the current status of the selected service targets. Table 8-5 explains the Status Gauge displays.
Table 8-5: The Status Gauge on the SLM:Integration Dialog form Item Green Yellow Red Due Date and Time Status The service target is in compliance. The service target has a warning status. The service target has missed its goal. The absolute goal time (that is, disregarding business hours). An initiation or a completion for the release request must occur before this time, otherwise the goal is missed. The amount of time left until the goal is considered missed. The amount of time that has passed since the goal was due.
Time Until Due Time Past Due
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Table 8-6 describes the information in the SLM:IntegrationDialog form.

Table 8-6: Information on the SLM:IntegrationDialog form Column Case ID Details... Service Target table SVT Title Goal The name of the service target. The type of goal for the service target:
!
Description The ID of the change request. Click to see details about the selected service targets.
Initiation goalThe change request must be responded to within the time specified Completion goalThe change request must be resolved within the time specified.
The initiation or completion time stipulated in the goal. The cost per minute for missing the initiation or completion time goal. The goal time within which there must either be an initiation or a completion for the change request otherwise the goal is missed. The status of the service target:
!
! !
! !
AttachedThe service target has been attached to the change request DetachedThe service target has not been attached to the change request In ProcessWork on the change request is taking place PendingWork on the change request is stopped, for example, waiting for a part WarningThe service target is at risk Missed or MetThe service target has either missed or met its goal InvalidThe service target is disabled.
Milestones for SVT Title Execution Time Status The title of the milestone. The time the milestone actions are executed. The current status of the milestone, this is either active or inactive (pending), or Action Performed.
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Integration with Release Management

You can also create service targets for the Release Management module included with BMC Remedy Change Management. The release management service targets attach to release requests and you can track these service targets using the BMC SLM Status icons and Status Gauge. For information about configuring the data source and creating goal types, see BMC Service Level Management Configuration Guide.
Creating service targets for a release request

Service targets created with the Release Management module are internal targets related to Operational Level Agreements (OLAs).
! To create service target terms and conditions for a release request

1 Log in to the Service Level Management Console. 2 Select the Service Target tab. 3 Click Create.
The Service Target wizard appears.

4 Enter a title for the service target in the Title field. 5 Optionally, enter a description of the service target in the Description field. 6 From the Applies To list, select Releases. 7 In the Goal Type field, select a goal type:
!
Release Request InitiationWork on the release request must be started within the time specified Release Request CompletionThe release request must be completed within the time specified
Builder.
NOTE
9 Enter any criteria that you want to use to build the qualification. The Milestone
field is required. Type fields.
10 Enter information in the Description, Service, Priority, Milestone, and Release
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Integration with Release Management 11 In the Customer tab, enter criteria in the Requester and Release Location
categories.
If you select Exact Match, the qualification builds for all fields and assumes a NULL values for fields that have no value. If you do not select Exact Match, the qualification builds using only those fields that have values.
12 In the Classification tab, enter criteria in the Operational Categorization Selection,
and Product Categorization Selection categories.
13 In the Assignment tab, enter criteria in the Release Manager categories. 14 Click Show Qualification to enter your qualification in the Qualification field. 15 Save your qualification.

'Priority' = "Critical" AND 'Location Company' = "Calbro Services" AND 'Department' = "Research and Development" AND 'Product Cat Tier 1' = "Hardware" AND 'Product Cat Tier 2' = "Inventory" AND 'Product Cat Tier 3' = "Laptop".

1 Log in to the Service Level Management Console. 2 Select the Service Target tab. 3 Click Create to display the Service Target wizard. 4 Fill in the basic information. 5 Click Define to display the Qualification Builder for terms and conditions. 6 Select Yes in the Custom Qualification check box. 7 Select Custom Qualification to open the Advanced Qualification Builder. 8 Select Yes in the Message box. 9 Enter your qualification by typing entries or use the operators, keywords, and
10 Click OK to return to the Qualification Builder. The system enters your
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Continue creating your service target using steps 2, 3, and 4 of the Service Target wizard., as described in BMC Service Level Management Users Guide. You can use the templates supplied with the software in the Measurement tab (Step 3) and the Milestones tab (Step 4).
Table 8-7: Measurement templates Template title Description Start When Stop When Release Status = Completed Exclude Release Status = Pending
Release Request Measure release Release Status = Registered Completion request completion service Release Request Measure release Release Status Initiation request = Draft initiation service
Release Status = Registered
Release Status = Pending
Milestone and action templates are supplied with the integration.

Table 8-8: Milestones templates Template title Release 50% Milestone Release 75% Milestone Release 90% Milestone Description Release 50% Milestone of Completion Release 75% Milestone of Completion Release 90% Milestone of Completion Execute When AT Execute If Release Status < Completed Release Status < Completed Release Status < Completed
Percentage of 50% of Goal Goal Time From Start Percentage of 75% of Goal Goal Time From Start Percentage of 90% of Goal Goal Time From Start
Table 8-9: Milestone Action templates Template title Notify Release Manager at 50% Notify Release Manager at 75% Notify Release Manager at 90% Description Notifications on Releases to notify the Release manager at 50% milestone Notifications on Releases to notify the Release manager at 75% milestone Notifications on Releases to notify the Release manager at 90% milestone
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Viewing service targets related to a release request

You can view service targets that have been attached to release requests. This allows you to see whether the service target has been met, missed, or is in a warning state. The icon shows the worst-case status.
! To view service targets related to a release request

Log in to the Release Management Module and open the relevant release request. BMC SLM Status is displayed on the Release Request form in Modify mode. The following table shows the icons and explains what they mean.
Table 8-10: BMC SLM Status icons Icon Description Status: Not Attached. No service target is attached to the release request. Status: OK. Green: The service targets are in process and within the goal set for completion. Status: Warning. Yellow: At least one service target is at risk. Status: Breached. Red: At least one service target did not meet its goal.
Depending on the SLM Status, click Details or the icon to display the SLM:IntegrationDialog form. The colors on the Status Gauge on the SLM:IntegrationDialog form show the current status of the selected service targets. The following table explains the Status Gauge displays.
Table 8-11: The Status Gauge on the SLM:IntegrationDialog form Item Green Yellow Red Due Date and Time Status The service target is in compliance. The service target has a warning status. The service target has missed its goal. The absolute goal time (that is, disregarding business hours). An initiation or a completion for the release request must occur before this time, otherwise the goal is missed. The amount of time left until the goal is considered missed. The amount of time that has passed since the goal was due.
Time Until Due Time Past Due
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The following table describes the information in the SLM:IntegrationDialog form.

Table 8-12: Information about the SLM:IntegrationDialog form Column Release ID Details... Service Target table SVT Title Goal The name of the service target. The type of goal for the service target:
!
Description The ID of the release request. Click to see details about the selected service targets.
Initiation goalThe release request must be responded to within the time specified Completion goalThe release request must be resolved within the time specified.
The initiation or completion time stipulated in the goal. The cost per minute for missing the initiation or completion time goal. The goal time within which there must either be an initiation or a completion for the release request otherwise the goal is missed. The status of the service target:
!
! !
! !
AttachedThe service target has been attached to the release request DetachedThe service target has not been attached to the release request In ProcessWork on the release request is taking place PendingWork on the release request is stopped, for example, waiting for a part WarningThe service target is at risk Missed or MetThe service target has either missed or met its goal InvalidThe service target is disabled.
Milestones for SVT Title Execution Time Status The title of the milestone. The time the milestone actions are executed. The current status of the milestone, this is either active or inactive (pending), or Action Performed.
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Displaying BMC SLM status in custom applications
Displaying BMC SLM status in custom applications

The following sections describe how to display the BMC SLM status in custom applications.
Before you begin

You must have completed the following items to display the BMC SLM status in custom applications.
! !
Installed BMC Remedy Mid Tier Configured BMC Remedy AR System server configured for BMC Remedy MidTier (including Data Visualization Fields (DVF) Server configuration) Installed BMC Service Level Management 7.5.00 (with SLM Sample Application) If you have configured a DVF server, the server needs to have either BMC SLM 7.5.00 installed or a Data Visualization Module record for SlmDVF with the SlmDVF.jar file. The SlmDVF.jar file can be independently obtained by exporting the specific record from a server with an existing BMC SLM 7.5.00 installation. For more information about Data Visualization Fields in BMC Remedy AR System, see BMC Remedy Action Request System Integration Guide.
! To display BMC SLM status in custom applications

1 Copy the fields SlmDVF, Details..., and z1D_ButtonSLMImage from the SLM:Service
Request form and place them on your custom form. Align as needed and make them all visible by default. Active Link should consist of the following 2 separate Actions:
!
2 Create a set of Active Links that will execute appropriately for your design. Each
A Set Fields Action that sets SlmDVF as follows:

"action=setvalue"
A Set Fields Action that sets SlmDVF as follows:

"param1=x" where x = 0 for Gray/No SVTs Attached image where x = 1 for Green/Within Service Target image where x = 2 for Yellow/Service Targets Warning image where x = 3 for Red/SVT Breached image
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You can also reuse the following existing BMC SLM Active Links in your custom application:
! ! ! !
SLM:ServiceRequest:SetIconStatusByCopyingSLMStatusValueGray SLM:ServiceRequest:SetIconStatusByCopyingSLMStatusValueGreen SLM:ServiceRequest:SetIconStatusByCopyingSLMStatusValueYellow SLM:ServiceRequest:SetIconStatusByCopyingSLMStatusValueRed Change the form name to match the form on which you want these Active Links to execute, and set the Run If condition to apply to your application.
3 Copy and appropriately name the following Active Links, and set the Primary
Form to the form on which you want them to execute:

! ! !
SLM:ServiceRequest:OnClickDetailsDisplayIntegrationDialog SLM:ServiceRequest:TrapDVFEventAndDisplayIntegrationDialog The table qualification in SLM:IntegrationDialog is as follows

( $instanceId$ = 'ApplicationInstanceID') AND ( 'deleted' = "false") AND (( 'GoalTypes' = "Request-Based") OR ( 'GoalTypes' = "Availability")) AND (EXTERNAL( $z1D Char01$)) AND (EXTERNAL( $z1D Char31$))
where instanceId, z1D Char01, and z1D Char31 are set by the Active Links.
4 Edit the copied Active Links as follows: a Set the value of instanceId to an appropriate field value, which should match the
ApplicationInstanceId in the SLM:Measurement form.
b Set the value of z_TmpCharHeading to an appropriate value (for example
"Request ID:" + $Request ID$).
c Set the value of z1D Char01 and/or z1D Char31 to any suitable qualification if
you want to filter the table on the SLM:IntegrationDialog form based on the qualification.
d Leave the SLMVersion value set at 7.5000. 5 Launch the SLM:IntegrationDialog dialog by clicking either Details or the
SlmDVF image.
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BMC Service Level Management status indicator behaviors
BMC Service Level Management status indicator behaviors

The BMC SLM status indicator shows the following behaviors in BMC Remedy Asset Management, BMC Remedy Change Management, the Release Management module, and BMC Remedy Service Desk. The status indicator represents the worst-case status.
When a single service target is attached to the request

!
When the single service target changes status from Missed Goal to Detached, an escalation is triggered that updates the status indicator to green. The detached service target no longer counts towards the worst-case status. When the single service target has a status of Missed, the service target cannot be detached because the measurement status is closed. The BMC SLM status indicator remains red. When the single service target has a status of Met, the service target cannot be detached because the measurement status is closed. The BMC SLM status indicator remains green. When the single service target changes status from Warning to Detached, an escalation is triggered that changes the BMC SLM status indicator to green. When the single service target changes status from In Process to Detached, the BMC SLM status indicator remains green. When no service target is attached, the BMC SLM status indicator is gray. When one of the service targets changes status from Missed Goal to detached, an escalation is triggered that updates the BMC SLM status indicator to the worst case status of the remaining service targets. When one of the service targets changes status from In Process to Detached, the BMC SLM status indicator stays green (assuming all the remaining service targets have a status that results in a green status indicator). When no service target is attached, the BMC SLM status indicator is gray. When one service target changes status from Warning to Detached, an escalation is triggered that updates BMC SLM status indicator to the worst case status of the remaining service targets.
When multiple service targets are attached to the request

!
! !
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Using Service Level Management with Requester Console

You can create service targets for a service request and view them if you have RequestMaster permissions.
NOTE
If you have BMC Service Request Management (SRM) installed, SRM replaces the Requester Console. For information about integrating BMC SLM with SRM, see the BMC Service Request Management Configuration Guide or the BMC Service Request Management Administrators Guide.
Creating service targets for a service request

When you create service targets for a service request, you can relate them to either an incident request or a change request.
! To create service targets for a service request

1 Log in to the Service Level Management Console. 2 Select the Service Target tab. 3 Click Create to display the Service Target wizard. 4 Enter a title for the service target in the Title field. 5 Optionally, enter a brief description of the service target in the Description field. 6 From the Applies To list, select Service Request. 7 From the Goal Type list, specify the service target goal.
The Goal Type list shows the goal types configured by your administrator in the Application Administration Console. The following goal types are shipped with the product:
! !
Request Resolution Time Request Response Time
8 Click Define to display the Qualification Builder for Terms and Conditions.
NOTE
9 Enter the criteria that you want to build the qualification.
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Using Service Level Management with Requester Console 10 Enter the following general information:
! !
Qualification Description Location:

! ! ! !
Company Region Site Group Site
11 In the Customer tab, enter criteria in the Requested For category:

!
Unknown User
!
TrueThe user for which the service is requested is an unknown user. An unknown user is one who is not entered in the People form and has no BMC Remedy AR System login. FalseThe user is not an unknown user. Company Organization Department
! !
Requested By category:
! ! !
12 In the Classification tab, enter criteria in the Classification and Operational
Categorization Selection categories.
13 In the Assignment tab, enter criteria in the Request Manager category.

1 Log in to the Service Level Management Console. 2 Select the Service Target tab. 3 Click Create to display the Service Target wizard. 4 Fill in the basic information. 5 Click Define to display the Qualification Builder for terms and conditions. 6 Select Yes in the Custom Qualification check box. 7 Select Custom Qualification to display the Advanced Qualification Builder. 8 Enter your qualification by typing or use the operators, keywords, and fields from
the application form.
9 Click Select to return to the Qualification Builder, the system enters your
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Using Service Level Management with BMC Remedy Asset Management

You can create service targets that track the availability or unavailability of Configuration Items and measure whether or not they comply with specified goals. You can view the service targets from within the Asset Management application.
Creating service targets for unavailable CIs

In the Asset Management application, you can create service target to track the availability assignment for a Configuration Item (CI). For example, the service target goal specifies that the CI must be unavailable for no more than two hours. If the CI is unavailable for four hours, the goal is missed. Unavailability might be due to scheduled maintenance or an unexpected problem.
! To create service target terms and conditions for unavailable CIs

1 Log in to the Service Level Management Console. 2 Select the Service Target tab. 3 Click Create to display the Service Target wizard. 4 Enter a title for the service target in the Title field. 5 Optionally, enter a brief description of the service target in the Description field. 6 From the Applies To list, select CI Availability. 7 In the Goal Type field, select Asset Availability. 8 Click Define to display the Qualification Builder for Terms and Conditions.
NOTE
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Using Service Level Management with BMC Remedy Asset Management 9 Fill in the options for the CI to build your qualification. Fields labeled in bold are
required.
Classification tab:
!
CI TypeCI Type lists, select the configuration item you want to relate to the contract. These CI types are the CIs available from the Manage CIs link on the Manager Console in Asset Management.
PrioritySelect the importance of the request from the following options:

! ! ! !
Critical High Medium Low
Unavailability ClassSpecifies whether the unavailability request originated from a change request or an incident request:
! !
Change Incident
NOTE
If you have Change Management or Incident Management installed, this field is automatically populated if you create a CI Unavailability record from either of these applications.
!
Unavailability Typeselect from the following options:

!
Scheduled FullThe CI is out of service during a scheduled change. You can select this type only if the CI Unavailability record is from a change request. Scheduled PartialThe is CI is changed, but not out of service. However, the CI performance suffers some performance degradation during the duration of the change. You can select this type only if the CI Unavailability record is from a change request. Unscheduled FullThe CI is experiencing a complete service outage that was not planned. You can select this type if the CI Unavailability record is from an incident or a change request. Unscheduled PartialThe CI is experiencing a service degradation that was not planned. You can select this type if the CI Unavailability record is from an incident or a change request.
Assignment tab:
! ! ! !
Support CompanyThe company that is providing the service. Support OrganizationThe service organization within the company. Assigned GroupThe group to which the request is assigned. Assigned Group IDThe ID of the group to which the request is assigned.
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BMC Service Level Management 7.6.00 10 Click Show Qualification to display your qualification.

'CI Type' = "Computer System" AND 'Unavailability Class' = "Incident" AND 'Unavailability Type' = "Scheduled Full" AND 'Assigned Group ID' = "SGP000000000002"
! To build a custom qualification for unavailable CIs

1 Log in to the Service Level Management Console. 2 Select the Service Target tab. 3 Click Create to display the Service Target wizard. 4 Enter the basic information. 5 Click Define to display the Qualification Builder for Terms and Conditions.
NOTE
6 Select Yes in the Custom Qualification check box. 7 Enter your qualification by typing, using the operators, keywords, and fields from
the application form.
8 Click Select to return to the Qualification Builder for Terms and Conditions, the
system enters your Qualification in the Qualification field.
Viewing service targets related to a CI

You can view service targets that have been attached to a Configuration Item.
! To view the unavailability information for a CI

1 From the Asset Management Console showing the configuration items, click the
configuration item that you want.
2 Click View to display the CI Information form with details of the CI. 3 Click the Outage tab.
Details of the outages for that CI appear in the table.
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! To view a service target related to a CI outage

1 In the CI Information form, select an outage from the list and click View.
The Configuration Item Unavailability Information form shows details of the outage.
2 Click the SLM tab.
The related service targets and any milestones are shown in the table.
3 Click on a service target or a milestone to view the details.
Using BMC SLM with BMC Service Request Management

If you have BMC Service Request Management (SRM) installed, you can create service targets from within SRM. You can set goals and monitor service requests to make sure that the correct level of service is being provided. You can set optional milestones and related actions to make sure that the goals are met. You can also view the BMC SLM status of service requests using the service request form, and generate reports.
NOTE
For further information, see the BMC Service Request Management Configuration Guide or the BMC Service Request Management Administrators Guide.
Accessing BMC SLM from the BMC Portal

You can access BMC Service Level Management application from the BMC Portal using either the BMC Impact Explorer, the BMC Impact Service Model Editor, or the Compliance Defaults button on BMC Portal. You can access the service level agreements pages, the service targets pages, or the Dashboards. For detailed information about accessing and using BMC Service Impact Manager (SIM), see the BMC Impact Solutions: Service Monitoring guide.
! To access BMC SLM using BMC Impact Explorer

1 Log in to the BMC Portal. 2 Click the Configure tab. 3 In the navigation pane, select BMC Impact Explorer. 4 Log in to BMC Impact Explorer. 5 In BMC Impact Explorer, click the Events tab. 6 Right-click a component and select Connect All. Chapter 8 Using BMC SLM with other applications 193
BMC Service Level Management 7.6.00 7 In the navigation pane, click the Services tab. 8 Expand the navigation tree in the navigation pane and double-click the
configuration item (CI) you want to open.
Information about the selected CI, including icons, appears in the main viewing pane. If no icons exist, enlarge the top portion of the main viewing pane.
9 In the main viewing pane, right-click the component you want, select Launch and
the BMC SLM option that you want. You have the following options to access BMC SLM:
!
Launch > Create SLM Service TargetThis enables you to create a service target using the selected CIs status values to define the goals. When you launch from an icon, the fields in Step 1 of the Service Target Wizard are populated with the relevant CI information. Launch > Manage SLM AgreementsThis opens the main Service Level Management console showing the agreements that are related to the selected CI. Launch > View SLM DashboardThis opens the CI Compliance View dashboard.
10 Log in to BMC SLM.
! To display CIs related to agreements in BMC Impact Explorer

You can show a list of CIs that have agreements tied to them.
1 In BMC Impact Explorer navigation pane, select the Services tab. 2 Select the In SLM Agreement check box 3 Click Find.
The list of CIs is shown in the Results pane below the check box.
! To access BMC SLM using BMC Impact Service Model Editor

1 Log in to the BMC Portal. 2 Click the Configure tab. 3 In the navigation pane, under Tasks, select Service Model Editor. 4 Log in to BMC Impact Service Model Editor. 5 In the navigation pane, click Views. 6 Right-click the view that you want and select Open View. 7 In the main viewing pane, right-click a CI and select Edit Component Properties. 8 In the Edit Component Properties dialog box, click the SLM tab.
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Accessing BMC SLM from the BMC Portal 9 On the Service Level Management Agreements page, select one of the following
buttons to access BMC SLM:

!
NewThis enables you to create a service target using the selected CIs status values to define the goals. ManageThis opens the main Service Level Management console showing all agreements. You can then select an agreement to view or modify.
10 Log in to BMC SLM.
Viewing the status of agreements in BMC Portal and BMC Impact Explorer
BMC SLM sends the compliance status of an agreement with related CIs to SIM as an event. It sends the event to SIM when the compliance is calculated and if the status of the agreement has changed since the previous compliance calculation. Compliance calculations are made at intervals that depend on the frequency of the review period as shown in Table 8-13.
Table 8-13: Calculation interval for review periods Period Daily Weekly Monthly Frequency of calculation Every hour Every 4 hours Every day
Quarterly Every day
! To view the status of agreements in the Summary tab of BMC Portal

1 Log in to BMC Portal. 2 Click the Status tab. 3 Expand the tree in the navigation pane. 4 Click the CI. 5 Click the Summary tab in the viewing pane.
The worst case status is shown for all the agreements to which the selected component is related. Click Compliance Details to display the dashboard.
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! To view the status of agreements in the SLM tab of BMC Portal

1 Log in to BMC Portal. 2 Click the Status tab. 3 Expand the tree in the navigation pane. 4 Click the CI. 5 Click the SLM tab in the viewing pane.
The viewing pane displays information about the agreements to which the selected component is related. Click Compliance Details to display the dashboard.
! To view the status of agreements in BMC Impact Explorer

1 Log in to BMC Impact Explorer. 2 Click the Services tab. 3 Expand the tree in the navigation pane and double-click the CI. 4 Click the SLM tab in the lower portion of the main viewing pane.
The agreements related to the CI are listed in the table. These agreements have related service targets that use the selected SIM Service Model Configuration Item (CI) status values to define their goals. Click Compliance Details to display the CI Compliance View Dashboard. You can also quickly see the SLM agreement status of each component by checking the SLM status icon below each CI icon. You can also see the SLM compliance status if you hold the cursor over the icon until a pop-up window appears. Each pop-up window lists the SLM compliance status.
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Glossary
access permission Application Administration console
See permission group.

action
A mechanism, such as an alert or a Set Fields action, that is part of the process for making sure that BMC SLM commitments are met. You can define one or more actions associated with a milestone.
administrator
The main interface for configuring ITSM applications. The console works like a control panel from which administrators can perform common configuration activities and activities specific to different ITSM applications and subsystems.
assignee
See Application Administrator.

Administration console
See Application Administration console.

agreement
The person assigned the responsibility of working on any of the following activities: change request, incident ticket, problem investigation, known error, solution database entry, and so on.
availability service target
A documented understanding between two parties. An agreement can be one of three types: service level agreement, operational level agreement, or underpinning contract. See also service level agreement (SLA), operational level agreement (OLA), and underpinning contract (UC).
agreement owners
A service target that measures the time that an asset or service is available or unavailable. This service target applies specifically to data that is tracked in an application based on BMC Remedy AR System, such as Asset Management.
BMC Atrium Configuration Management Database (CMDB)
A feature that allows you to select which individuals or groups of people to notify at certain times, for example, when an SLA is at risk or when an SLA is going to expire.
Application Administrator
An infrastructure built on BMC Remedy AR System and used to build data models and define datasets.
BSM
An individual responsible for the management of the BMC SLM applications, including setting up forms, setting access rights for users, and creating configurations.
See Business Service Management (BSM).

Bulk Performance Manager Node
A feature that allows the administrator to add multiple nodes to a service target at one time. This feature is specific to Collection Nodes for BMC Performance Manager. See also Collection Node.
Business Service Management (BSM)
client tier
A flexible, comprehensive management approach that links IT resources and business objectives. BSM makes sure that everything IT does is prioritized according to business impact, and enables IT organizations to proactively address business requirements.
CCM
The architecture level where BMC Remedy AR System clients operate within the multitier system.
CMDB
See BMC Atrium Configuration Management Database (CMDB).

Collection Node
See Change and Configuration Management.

Change and Configuration Management
An application feature that proactively manages both IT and business-driven changes, and protects the IT environment. It does this by using planning and decision-making data contained in a dedicated BMC Atrium CMDB.
change management
The data source for the information that is forwarded to the collection points. Some examples of data sources are BMC Performance Manager Classic, BMC Performance Manager Express, BMC Application Response Time, and SNMP data sources.
Collection Point
As a concept, the process of planning, scheduling, implementing, and tracking changes to the IT infrastructure, or any other aspect of service, in a controlled manner. By using change management, you can implement approved changes with minimal disruption to the business environment.
CI
The component in the BMC SLM application that is responsible for collecting the data. You can add multiple collection points with different port numbers.
Collector
The component in the BMC SLM application that manages the collection points and retrieves data.
Collector Configuration Console
See configuration item (CI).

CI browser
A component of ITSM. The CI browser lets you search for and view CIs and their relationships.
CI outage service target
A web-based console that allows you to configure BMC Service Level Management Collector functions, such as BMC Remedy AR System server host, database password, database connection details, and logging configurations.
compliance at risk target
A service target that measures the outages of a CI by recording the start and end times in a form.
CI outage
The downtime of a CI.

CI unavailability
The downtime of a CI.

CI unavailability record
A target (such as 99.5 percent) that identifies when the agreement's compliance reaches a point that is nearing a breach state and should be identified as a potential risk. See also compliance-only service target and compliance service target.
The time when a CI is either partially or completely unavailable to perform its required function. CI unavailability records can be broadcast or related to other records.
Glossary
compliance-only service target
dashboard
A service target that enables you to access data already processed by another product for use in compliance calculations. Using the compliance-only service target, BMC SLM calculates compliance results at the agreement level only, by accessing service target results that were already processed by another application. See also compliance at risk target and compliance service target.
compliance service target
Web-based, graphical user interface using flashboards where compliance and service target results can be viewed by service level managers, service delivery managers, other IT professionals, and customers or line of business owners. See also service level agreement (SLA), service target, and flashboard.
down CI
A CI out of service for repairs or not working.

escalation
A target (such as 99 percent) that tracks the performance of the agreement to see the percentage of time the agreement was met over specific time periods. See also compliance at risk target and compliance-only service target.
configuration
Sets of CIs that are required by different groups of people in the company.
configuration item (CI)
A workflow component that searches at specified times or at regular intervals for requests matching a specified condition, and performs specified operations on all matching requests. Escalations are generally used to find records that have exceeded agreed business rules or processes, and take appropriate action. They run on the BMC Remedy AR System server.
flashboard
An infrastructure component or an item associated with the infrastructure that is (or will be) under the control of configuration management, for example, a Request for Change. A CI can be complex or simple, large or small. CIs can include entire systems or be a single module or minor component. CIs can also include records of people (users and customers) and locations.
Configuration Management Database
A real-time visual monitoring tool that shows you the state of your service operations, warns you about potential problems, and collects and shows trend data.
form
See BMC Atrium Configuration Management Database (CMDB).

contract
A collection of fields that represents a record of information in the BMC Remedy AR System. BMC Remedy AR System administrators can define and change the fields and workflow associated with a form. A BMC Remedy AR System application can include many forms.
functional role
A documented relationship between two parties that identifies details about each party, accounting and budget codes, purchase cost, and expiration dates, and ties one or more SLAs, OLAs, or underpinning contracts to the interested parties. The contract also makes it possible to segment and restrict access to the compliance and service target results so that results can be viewed by contract.
A defined role used for notifications and to extend access granted by permission groups.
global
A setting that applies changes or defines certain parameters for all companies in a multi-tenancy environment. See also multi-tenancy.
Glossary
199
goal
multi-tenancy
Measurement method that allows you to track the time taken to resolve an issue or track how often an asset or service was available. Goals are used to determine whether service targets are met.
guest user
Users who have not been configured with login information in the People form. Guest users cannot create change requests.
incident
A feature in ITSM that uses the Company field to limit access by individuals. The Company field can be used to represent a company, department, or other group. The Company field also can be used to control access in a hosted environment. By default, ITSM applications operate in multi-tenancy mode.
navigation pane
Any event that is not part of the standard operation of a service and that causes an interruption to or reduction in the quality of that service.
Information Technology Infrastructure Library (ITIL)
An area on the left side of consoles that provides links to functionality and links to other programs.
notification
A set of guidelines for the management and provision of operational IT services.

ITIL
A message sent to a user by workflow. Notification can be in the form of an alert, email message, or other method using integrations.
OLA
See operational level agreement (OLA).

operational level agreement (OLA)
See Information Technology Infrastructure Library (ITIL).

key performance indicator (KPI)
A data point used to measure whether performance-monitoring service targets meet their goals. See also service level agreement (SLA).
known error
An internal agreement used to define and track the level of service provided for an IT organization. An example is an agreement between the network management team and the service desk.
operator
A problem that has been successfully diagnosed and for which a temporary work-around or permanent solution to the known error has been identified.
KPI
One of a number of functions that enable you to define advanced searches or build qualifications.
parent/child contract
A parent, or main, contract that has other children, or subcontracts, associated with it.
performance-level service target
See key performance indicator (KPI).

measurement
The metric by which supervisors measure the ability of the support staff to meet their agreements.
milestone
A point in time that triggers a set of actions as you progress toward an agreement compliance target or service target goal. The triggered actions are to make sure your goals are being met.
A service target that compares a service level to the goals defined in the service target to determine whether the goal is met. Allows you to monitor whether a critical application that you are using has responded within the time period specified in the goals. See also goal.
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Glossary
performance-monitoring service target
Requester console
A service target that compares a goal to a defined threshold to determine if the goal is met. For example, it allows you to monitor whether a critical application that you are using responds within 4 seconds or if the application meets other criteria such as being in a state of OK.
permission group
The front end for the Change Management and Incident Management applications. It provides an easy, user-friendly interface that allows users to quickly submit requests for change or incidents to the two back-end applications, and to view their submitted requests.
return on investment (ROI)
A feature of the BMC SLM application that controls what areas of the application a users can access. Each permission group can access only certain areas of the application. A user can belong to more than one permission group.
process flow
Shows the progress of a request as it moves through the stages of its life cycle. It does this within a form, such as an incident request. A diagram shows the stages of the process, as indicated by best practices, rooted in ITIL processes. It indicates the current stage and state of the request. The process flow diagram also serves as a wizard, guiding the user through the life cycle.
push field
A method of calculating when the capital cost of implementing a project, product, or service will be recovered through the savings that result from completing the activity. The ROI can be expressed in terms of internal savings, increased revenue from external sources, or some combination of these types of savings. See also service level agreement (SLA) and service level management (BMC SLM).
review period
An advanced action that allows you to push information from the Applies To form for which you are creating an SLA to another form on the same server. See also service level agreement (SLA).
request-based service target
A period of time over which the compliance of an agreement is monitored on a regular basis. The following review periods are provided in BMC SLM: Daily, Weekly, Monthly, and Quarterly. For example, if a Monthly review period is added to a service level agreement, then the SLAs compliance target needs to be met on a monthly basis. If a Daily review period is also added, then the SLA's compliance target needs to be met on both a daily basis and a monthly basis. See also service level agreement (SLA) and service level management (BMC SLM).
ROI
A service target that measures how long a process takes, such as the time to respond to or resolve a service desk request, or the time to respond to or resolve a change request.
requester
See return on investment (ROI).

role
A person in the organization who needs assistance from the IT support staff. A requester is usually an employee in the organization who needs to have a change implemented or an incident resolved.
A set of responsibilities, activities, and authorizations, usually within the context of a single application or a business system.
service catalog
A list of IT services, default levels, and options.
Glossary
201
service level agreement (SLA)
submitter group
An agreement between a service provider and its customers or lines of business that formally documents the needs of the customer and makes sure the correct level of service is received from the service provider.
service level management (BMC SLM)
One of several special access control groups that the BMC Remedy AR System provides. Users automatically belong to this implicit group for requests they have submitted. See also assignee.
template
As a concept, the continuous and proactive process of defining, agreeing, monitoring, reporting, and reviewing the performance of IT services to make sure that adequate levels of service are delivered in alignment with business needs and at acceptable cost.
service request
A request for service to the IT organization. Service requests can be requests for change or requests to resolve incidents that impact the user.
Service Request console
1. A set of predefined criteria or settings that can be used by many agreements or service targets. See also service level agreement (SLA). 2. A form set up by an administrator that a user can select to complete an incident ticket or a change request with information consistent with the users support group and the type of incident or change request.
terms and conditions
See Requester console.

service target
The individual level of service to achieve. A service target includes terms and conditions, goals, costs, and milestones. Examples of service target goals include incident resolution time of 30 minutes, application response time of 4 seconds, and an application being in a state of OK. See also availability service target, performance-monitoring service target, request-based service target, and compliance service target.
set field
The conditions that specify whether a service target should take effect. For example, the terms and conditions could specify that the service target applies only to incidents in which the priority is urgent and the service is email. Or the service target applies only to a specific set of KPIs. See also service target.
time-based service target
A service target that measures the time taken, for example, to resolve an incident from the time the incident was reported to the time it was resolved. Any time that falls within the Exclude when qualification is ignored and not measured.
topology
An advanced action that allows you to pull information from other forms to set in the form for which you are creating the agreement.
BMC SLM
The pattern of links connecting pairs of nodes of a network.

UC
See underpinning contract (UC).

underpinning contract (UC)
See service level management (BMC SLM).

submitter
A person who reports a problem, makes a request, or enters information into a database.
A contract that is used to track performance against prearranged goals that the IT organization has with an external service provider or supplier.
wildcard
A character that users can type to represent other characters in a search. For example, in search statements in character fields, users can specify wildcards to match single characters, strings, or characters within a range or set.
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Glossary
work-around
A temporary resolution to an incident, problem, or known error.

workflow
The automated set of business processes used to run a company.
Glossary
203
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A B C D E F G H I J K L M N O P Q R S T U V W X Y Z
Index
A
accessing BMC SLM Help system 25 Customer Dashboard 136, 157 dashboards 136 SLM Console 22 actions creating for milestones 64, 65 pushing field information 70 running executables 68 sending alerts 66 email messages 66 pages 68 setting fields 68 setting values 66 Add Attachment dialog box 73 Administration tab 127 agreements about 29 auditing 74 building 75 business service 61 compliance calculating 31 history 33 components 30 copying 75 creating 60 dashboards and 136 deleting 75 dependent 76 logging changes 74 milestones 31, 64 modifying 75 moving 75 multiple service providers and 56 operational level 30 agreements (continued) penalties about 31 adding 63 modifying 64 tab 62 viewing 64 relating attachments to 73 current contracts to 72 new contracts to 72 service targets to 61 to contracts 54 reports 162 review periods removing 63 setting 62 rewards about 31 adding 63 modifying 64 tab 62 viewing 64 searching for by SLM Dashboard 143 service level 30 templates 50 types 29 unrelating attachments 74 contracts 55, 73 viewing compliance data 157 compliance percentages 159 cost history 159 costs 145 history 143 information 136 penalties 145 related attachments 72 related contracts 72 rewards 145 Index 205
agreements (continued) viewing in Agreements table 141, 158 SLM Console 21 Summary of Agreements and Related Contracts table 145 viewing status 195 weighting service targets in 32 working with 59 Agreements form 60 Agreements tab Contract Information form 54 Service Level Management Console 60, 76 SLM Console 21 Agreements table Customer Dashboard 157 Dashboard 151 SLM Dashboard 140 Alert or Email Action dialog box 66 alerts, sending 66 Allow service target to reopen 87, 96, 103 architecture, BMC SLM 28 arithmetic expressions, using to set KPIs 120 Asset Management See also configuration items integrating with BMC SLM 190 assignment reports 163 Associate Collection Node tab 125 AST:CI Unavailability form 97 Attached measurement status availability 39 request-based 39 Attachment Data tab 73 Attachment Information dialog box 73 attachments relating agreements 73 unrelating agreements 74 viewing related agreements 72 Audit Trail tab tracking agreement changes 74 tracking service target changes 126 auditing agreements 74 service targets 126 availability service targets 89 about 36 compliance 46 goal and cost schedules 92 lifecycle for CIs 48, 91 measurement criteria 44 milestones 96 qualifications 40 availability service targets (continued) referencing a time 48 setting goal measurement criteria 94 setting single goals and costs 83, 91, 101 status 39 viewing 149 Available measurement status 39
B
BMC Impact Explorer, accessing BMC SLM 193 BMC Remedy AR System about Integrations 13 BMC SLM and 172 Flashboards license 136 forms for compliance-only service targets 108 BMC Remedy User opening SLM Console 22 BMC SLM See also SLM Console about 12, 18 agreements 29 applications, integrating with BMC SLM 13 architecture 28 available documents 14 BMC Remedy AR System applications and 172 Console 20 contracts 29 dashboards 136 Help system 25 integrating with Asset Management 190 Change Management 176 Incident Management 172 ITSM applications 172 other applications 172 Requester Console 188 integrating with ITSM applications 13 permissions, user role 20 reports 161170 segmenting data for multiple tenants 56 service targets 35, 77 status gauge 175, 178, 183 status icon 174, 178 structure 28 tables, working with data 24 understanding 28 user roles 18 BMC Software, contacting 2 BMC Transaction Management Foundation KPI 42 Boolean expressions, using to set KPIs 121
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browsers, opening SLM Console in 22 building, agreements 75 business relationships manager role 19 business schedules See also schedules setting service target 92, 93, 114, 115, 116 business services agreements 60 dashboards 153 business time, transferring requests 129 compliance agreement history 33 availability 46 calculating agreement 31 comments 141 milestones 64 performance-monitoring 46 reports 163 request-based 33 retroactive data modification 49 review periods 62, 63 viewing agreement 157 in SLM Dashboard 138 percentages 159 weighting service targets for 32 Compliance chart, Dashboard 152 Compliance contents pane 138 Compliance Status chart 145 Compliance tab about 138 Agreements table 140 comments 141 filters 139 measurements 140 Related Service Target Measurements chart 142 Related Service Target Status table 142 SLA Compliance chart 143 compliance-only service targets 108 BMC Remedy AR System forms and 108 qualifications 40 status 40 conditions change request 176, 180 incident request 172 service target 40 unavailable CI 190 Configuration Item Status table, Dashboard 150 configuration items building qualifications for unavailable 192 creating service targets for unavailable 190 lifecycle in availability service targets 48, 91 viewing BMC Impact Explorer 194 outage in BMC Remedy Asset Management 105, 106 related service targets 192 service targets related to outages 193 unavailability information 192 Contract Information dialog box 72 Contract Information form 52, 54 contract, creating 52
C
Change Management See also change requests integrating with BMC SLM 176 viewing service targets 178 change requests building custom qualifications 177, 181 creating service targets for 176, 180 charts Compliance Status 145 Impact Costs and Penalties/Rewards 145 Penalties and Impact Costs 159 Related Service Target Measurements 142 service target status 146 SLA Compliance Customer Dashboard 159 SLM Dashboard 143 CI Compliance View dashboard 150 CI outage service target calculations 106 outage occurrence rules 106 outage scenarios 106 CI Outage service targets conditional 102, 103 creating 98 generic 102, 103 milestones 104 relating CIs 99 setting single costs 100 CI outage service targets 97 CI relationships graphical representation 125 CI, creating an outage 105 CI, viewing an outage 105 CIs. See configuration items collection nodes mapping 126 Collection Nodes, mapping 126 comment, Dashboard 152 comments, adding compliance 141
Index
207
contracts about 29 copying 55 deleting 55 groups for 57 modifying 55 relating agreements to 54 new to agreements 72 to agreements 72 roles for 57 searching for 55 searching for in SLM Dashboard 143 underpinning about 30 creating 60 unrelating agreements 55, 73 viewing history 143 viewing related agreements 72 Contracts Console 52, 54 Contracts/Attachments tab 72 copying, service targets 128 costs penalties 31 reports 163, 166 rewards 31 setting CI Outage service target schedules 101 setting service target schedules 92, 115 setting single for CI Outage service targets 100 setting single for service targets 83, 91, 101 viewing agreement 145 agreement history 159 service target status 146 Create New Milestone dialog box agreements 64 creating agreement directory structures 23 agreements 60 alert actions 66 compliance comments 141 dependent agreements 76 email message actions 66 folder for navigation pane 23 forms for compliance-only service targets 108 operational level agreements 60 pager actions 68 penalties 63 push fields actions 70 reports 162 review periods for agreements 62 creating (continued) rewards 63 run process actions 68 service level agreements 60 service targets change request 176, 180 incident request 172 service request 188 set fields actions 68 set value actions 66 SLM:Object form entries 71 creating service targets advanced mode 78 basic mode 78 creating service targets, overview 78 Crystal Reports running on the Web 170 support for 162 Customer Dashboard See also dashboards; SLM Dashboard about 157 accessing 136, 157 Agreements table 157 Penalties and Impact Costs chart 159 Related Service Targets table 158 SLA Compliance chart 159 URL 136, 157 customer role 18 customer support 3 Customer tab change request 177 incident request 173 customizing reports 167
D
Dashboards See also Customer Dashboard; SLM Dashboard about 136 Agreements table 151 business services 153 comment 152 Compliance chart 152 Configuration Item Status table 150 Customer 157 displaying icons 160 Impact Costs and Penalties chart 152 logging on 136 Service Level Management 138 Service Targets table 153 SLA Related Service Target Measurements table 153
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Dashboards (continued) status icons 136 use cases 155 Worst Case Agreement Compliance chart 151 Worst Case Agreements Status table 150 data missing, rules 45, 117 retroactive modification of compliance 49 segmenting for multiple tenants 56 data sources ITSM applications 172 request-based service target 36 deleting agreement directory structure levels 23 review periods 63 service targets 129 dependent agreements See also agreements about 76 Detach feature, service target 40 disabled service targets 38 documents BMC SLM 14 solution 14
F
fields pulling information from 68 pushing information to 70 specifying values for 66 filters Compliance tab 139 viewing service target information 127 Follow the Sun configuring 130 multiple servers 131 overview 129 use cases 131 forms Add Attachment 73 Agreements 60 Alert or Email Action 66 Attachment Information 73 Contract Information 52, 54, 72 Create New Milestone, agreements 64 Goal and Cost Schedule 116 INT:SLMSRM:Qualbuilder 172 Milestone For 65 Options 162 Pager or Run Process Action 68 Penalty and Rewards 63, 64 Push Fields Action 70 Qualbuilder forms 172 Qualification Name 168 Searching for Agreements 76 Searching for Attachments 73 Searching for Contracts 72 Searching for Service Targets 62 Set Fields Action 68 Set Value Action 66 SLM Integration Dialog 175 Measurement 106 SLM:Object form 71 SLM:Service Request 44 source 71 frequency measurement 140 about processing 45 setting 117
E
emails attachment 68 extra messages 67 link to application request 68 long messages 67 sending 66 template 68 enabled service targets 38 executables, running 68 expressions performance-monitoring 41 setting KPIs with arithmetic 120 Boolean 121 single 119 transferring 125
Index
209
G
General tab 53 Goal and Cost Schedule dialog box 116 goals service target 81, 82, 83, 90, 91, 92, 99, 110, 112, 113, 114 service target schedule 92, 115 setting single for service targets 83, 91, 101 start times for request-based 84, 101 viewing service target status 138 Graphical CI Selector 125 groups multiple service providers and 57 specifying for contracts 57
ITSM applications data sources 172 integrating with BMC SLM 172 qualification builder forms and 172
K
key performance indicators about 42 arithmetic expressions and 120 Boolean expressions and 121 numeric values 42, 119 selecting for performance-monitoring 118 single expressions and 119 status 42, 119 transferring expressions 125 KPI definition multiple CIs 124 single CI 123 KPIs. See key performance indicators
H
Help system, BMC SLM 25 history agreement compliance 33 viewing agreement 143 contract 143
L
licenses, BMC Remedy AR System Flashboards 136 lifecycle interval, overview 98 logging agreement changes 74 service target changes 126 logging in to dashboards 136 SLM Console 22 SLM Console, first time 22 logging out of SLM Console 25
I
icons Best Practice 12 BMC SLM compliance status in BMC Impact Explorer 196 dashboard status 136 displaying in dashboards 160 New 12 Impact Costs and Penalties chart, Dashboard 152 Impact Costs and Penalties/Rewards chart 145 In Process measurement status 39 Incident Management See also incident requests integrating with BMC SLM 172 internal targets 172 incident requests building custom qualifications 173 creating service targets for 172 viewing related service targets 174, 178, 183 viewing response and resolution time 149 integrating BMC SLM with ITSM applications 13 integrating BMC SLM with other applications 172 internal targets, Incident Management 172 invalid service targets 38
M
managers providing service role 19 mapping Collection Nodes 126 collection nodes 126 SIM status to BMC SLM service target status 122 measurements criteria availability 44 request-based 43 frequency 140 options request-based 44 service target 43 setting availability 94 status
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measurements (continued) availability 39 compliance-only 40 performance-monitoring 39 request-based 39 viewing 140, 142 Met measurement status 39 Met/Missed measurement status 39 Milestone For dialog box agreements 65 milestones about 64 availability service target 96 CI Outage service target 104 creating actions 65 creating for agreements 64 performance-monitoring 49, 117 request-based 88 setting for agreements 31 setting for CI Outage service targets 104 setting for service targets 87, 96, 117 setting times to ignore 83, 84, 92, 93, 114, 115, 116 viewing 127 Milestones tab 64 Missed Goal measurement status 39 Missed measurement status 39 missing data rules 45, 117 modifying agreements 75 compliance data retroactively 49 penalties 64 rewards 64 service targets 128 moving agreements 75 service targets 128 multiple service providers about 56 enabling 56 roles SLM Config 57 SLM Manager 57 SLM Unrestricted Manager 57 specifying for contracts 57 specifying groups for contracts 57
N
navigating SLM Console 21 navigation pane Compliance tab 138 creating new folder 23 dashboards 146 Service Targets tab 146 SLM Console 21 nodes, mapping collection 126 numeric value KPIs 42, 119
O
OLAs. See operational level agreements opening BMC SLM Help system 25 SLM Console in browsers 22 SLM Console with BMC Remedy User 22 operational level agreements See also agreements about 30 creating 60 internal targets and 172 Options dialog box 162 outage occurrence rules, for CI outage service targets 106 outage scenarios, for CI Outage service targets 106
P
Pager or Run Process Action dialog box 68 pages, sending 68 panes Compliance contents 138 navigation Compliance tab 138 Service Targets tab 146 SLM Console 21 penalties about 31 adding 63 displaying 64 modifying 64 specifying 62 viewing 145 Penalties and Impact Costs chart 159 Penalty and Rewards dialog box 63, 64 Pending measurement status 39 Performance-based Service Target Metrics report 164
Index
211
performance-monitoring service targets about 37 compliance 46 expressions 41 goal and cost schedules 115 KPIs 42 measurement options 45 milestones about 49 creating 117 missing data rules 117 processing frequency 117 selecting KPIs 118 status 39 viewing 148 performance-monitoring, service targets 111 Periods of Unknown Data report 166 permissions Reporting Admin 20 Reporting User 20 RequestMaster 188 SLM Config 20 SLM Console and Dashboards User 20 SLM Customer 20 SLM Manager 20 SLM Unrestricted Manager 20 user roles 20 predefined reports 162 preferences, setting report 162 printing reports 162 processing frequency about 45 setting 117 product support 3 Push Fields Action dialog box 70 push fields actions 70 qualifications customizing change request 177, 181 CI unavailability 192 incident request 173 service request 189 generating reports with 167 reports with advanced 169 reports with saved 169 saving for reports 168 service target 40
R
Related Measurements table 148 Related Service Target Measurements chart 142 Related Service Target Status table 142 Related Service Targets tab 61 Related Service Targets table 158 Related Service Targets table, Dashboard 153 relating agreements to attachments 73 contracts 54, 72 new contracts 72 service targets 61 renaming agreement directory structures 23 Report Console 167 Reporting Admin permission 20 Reporting User permission 20 reports 161 assignment 163 compliance 163 cost 163, 166 customizing 167 generating about 162 on the Web 170 with advanced qualifications 169 with qualifications 167 with saved qualifications 169 Performance-based Service Target Metrics 164 Periods of Unknown Data 166 predefined 162 printing 162 Request-based Service Target Metrics 164 saving qualifications 168 service target 164 Service Target Results by SLA 165 Service Target Status and Detail Metrics Daily 165
Q
Qualbuilder forms 172 Qualification Builder Customer tab change requests 177 incident requests 173 Qualification Name dialog box 168
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reports (continued) Service Target Status and Detail Metrics Hourly 165 setting preferences 162 SLA Compliance and Costs by Contract 163 SLA Compliance Graph 163 SLA Compliance Summary 163 SLA Cost Summary 163 SLA Daily Compliance for One Week 163 SLA Daily Impact Cost for One Week 163 SLA Monthly Compliance for Six Months 163 SLA Monthly Impact Cost for Six Months 164 SLA Quarterly Compliance by Year 163 SLA Quarterly Impact Cost by Year 164 SLA Team Assignment 163 SLA Weekly Compliance for One Month 163 SLA Weekly Impact Costs for One Month 164 unknown 166 viewing 162 working with BMC SLM 161170 Request-based Service Target Metrics report 164 request-based service targets 80 about 35 compliance 33 creating milestones 88 data sources 36 goal and cost schedules 92 goal start times 84, 101 measurement criteria 43 measurement options 44, 87, 96, 103 qualifications 40 resolution time 35 response time 35 set warning status 86, 95 setting single goals and costs 83, 91, 101 status 39 viewing 149 Requester Console See also service requests integrating with BMC SLM 188 RequestMaster permission 188 Reset goal for same request 87, 96, 103 resolution time service targets 35 viewing incident request 149 response time service targets 35 viewing incident request 149 retroactive modification of compliance data 49 review periods removing from agreements 63 setting for agreements 62 SLM Trends tab 143 Review Periods/Penalties Rewards tab 62 rewards about 31 adding 63 displaying 64 modifying 64 specifying 62 viewing 145 roles multiple service providers about 57 SLM Config 57 SLM Manager 57 SLM Unrestricted Manager 57 permissions about 20 Reporting Admin 20 Reporting User 20 SLM Config 20 SLM Console and Dashboards User 20 SLM Customer 20 SLM Manager 20 SLM Unrestricted Manager 20 specifying for contracts 57 users about 18 business relationship managers 19 customers 18 managers providing service 19 service level managers 19 SLA Creators 19 technicians providing service 19 rules, missing data 45, 117 running executables 68
S
saving, report qualifications 168 schedules See also business schedules about service target 82, 83, 91, 92, 113, 114 costs for CI Outage service targets 101 default setting for CI Outage costs 101 default setting for goals and costs 85, 93, 116 goals and costs for service targets 92, 115 searching for agreements 75 service targets 128 Index 213
Searching for Agreements dialog box 76 Searching for Attachments dialog box 73 Searching for Contracts dialog box 72 Searching for Service Targets dialog box 62 sending alerts 66 email messages 66 pages 68 service level agreements See also agreements about 30 creating 60 Service Level Management Console. See SLM Console Service Level Management Dashboard. See SLM Dashboard Service Level Management. See BMC SLM service level manager role 19 Service Model Editor, accessing BMC SLM 194 service requests building custom qualifications 189 creating service targets for 188 service target performance-monitoring 111 Service Target Latest Status table 147 Service Target Results by SLA report 165 Service Target Status and Detail Metrics Daily report 165 Service Target Status and Detail Metrics Hourly report 165 service target templates 80 service targets about 35 allow to reopen 87, 96, 103 auditing 126 availability 89 about 36 creating milestones 96 goal and cost schedules 92 lifecycle for CIs 48, 91 measurement criteria 44 qualifications 40 referencing a time 48 setting single goals and costs 83, 91, 101 status 39 viewing 149 building 128 business service 61 service targets (continued) CI Outage 97 conditional 102, 103 cost schedules 101 creating 98 generic 102, 103 milestones 104 relating CIs 99 viewing outages 105, 106 compliance-only 108 qualifications 40 status 40 components 38 copying 128 creating basics (Step 1) 90 costs (Step 2) for CI Outage 100 goals, costs, and schedules (Step 2) 82, 83, 91, 92, 113, 114 measurement criteria (Step 3) 85, 86 milestones (Step 4) 87, 96, 117 milestones (Step 4) for CI Outage 104 creating availability (Step 1) 90, 91 creating availability (Step 2) 91, 92 creating availability (Step 3) 94, 95 creating availability (Step 4) 96 creating CI Outage (Step 1) 99, 100 creating CI Outage (Step 2) 100, 101 creating CI Outage (Step 3) 102, 103 creating CI Outage (Step 4) 104 creating compliance-only (Step 1) 110, 111 creating for change requests 176, 180 incident requests 172 service requests 188 unavailable CIs 190 creating in advanced mode 78 creating in basic mode 78 creating performance-monitoring (Step 1) 112, 113 creating performance-monitoring (Step 2) 113, 114 creating performance-monitoring (Step 3) 117 creating performance-monitoring (Step 4) 117 creating request-based (Step 1) 81, 82 creating request-based (Step 2) 82, 83 creating request-based (Step 3) 85, 86 creating request-based (Step 4) 87 dashboards and 136 deleting 129 Detach feature 40 disabled 38
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service targets (continued) enabled 38 goals, specifying 81, 90, 99, 110, 112 invalid 38 mapping Collection Nodes 126 measurement status 38 measurements 43 modifying 128 moving 128 overview 78 performance-monitoring about 37 compliance 46 creating milestones 117 expressions 41 goal and cost schedules 115 key performance indicators 42 measurement options 45 milestone criteria 49 missing data rules 117 processing frequency 117 selecting KPIs 118 status 39 viewing 148 qualifications 40 relating to agreements 61 reports 164 request-based 80 about 35 compliance 33 creating milestones 88 goal and cost schedules 92 goal start times 84, 101 measurement criteria 43 measurement options 44 qualifications 40 set warning status 86, 95 setting single goals and costs 83, 91, 101 status 39 viewing 149 resolution time 35 response time 35 setting business schedules 92, 93, 114, 115, 116 costs 82, 83 goals 82, 83 milestones 87, 96, 117 milestones for CI Outage 104 specifying agreement types 82, 91, 100, 111, 113 service targets (continued) status about 38 charts 146 specifying 82, 100, 111 tabs SLM Console 21 SLM Dashboard 146 terms and conditions 40 troubleshooting 127 types 35 viewing cost status 146 filters 127 information 136 measurements 142 milestones 127 real-time status 147 related CI outages 193 related CIs 192 related incident requests 174, 178, 183 status 158 viewing in Change Management 178 SLM Console 21 weighting 32, 62 working with 77 Service Targets tab SLM Console 21 SLM Dashboard about 146 Related Measurements table 148 Service Target Latest Status table 147 Set Fields Action dialog box 68 set fields actions 68 Set Value Action dialog box 66 set value actions 66 single expressions, using to set KPIs 119 SLA Compliance and Costs by Contract report 163 SLA Compliance chart Customer Dashboard 159 SLM Dashboard 143 SLA Compliance Graph report 163 SLA Compliance Summary report 163 SLA Cost Summary report 163 SLA Creator role 19 SLA Daily Compliance for One Week report 163 SLA Daily Impact Cost for One Week report 163 SLA Monthly Compliance for Six Months report 163 SLA Monthly Impact Cost for Six Months report 164 SLA Quarterly Compliance by Year report 163 SLA Quarterly Impact Cost by Year report 164
Index
215
SLA Related Service Target Measurements table, Dashboard 153 SLA Team Assignment report 163 SLA Weekly Compliance for One Month report 163 SLA Weekly Impact Costs for One Month report 164 SLAs. See service level agreements SLM Integration Dialog 175 Integration Dialog form 175 SLM Config permission 20 SLM Config role 57 SLM Console See also BMC SLM about 20 Agreements tab 21 Help system 25 logging in 22 logging in, first time 22 logging out 25 navigating 21 navigation pane 21 opening in browsers 22 opening with BMC Remedy User 22 Service Targets tab 21 viewing agreements 21 service targets 21 work area 21 SLM Console and Dashboards User permission 20 SLM Customer permission 20 SLM Dashboard See also dashboards; Customer Dashboard Compliance contents pane 138 Compliance tab 138 searching for agreements 143 searching for contracts 143 Service Targets tab 146 SLM Trends tab 143 SLM Manager permission 20 SLM Manager role 57 SLM Measurement form 106 SLM Trends tab about 143 Compliance Status chart 145 filtering agreements 143 Impact Costs and Penalties/Rewards chart 145 review periods 143 searching for agreements 143 searching for contracts 143 Summary of Agreements and Related Contracts table 144 SLM Unrestricted Manager permission 20 SLM Unrestricted Manager role 57 SLM:Object form 71 SLM:Service Request form 44 solutions, available documents 14 source forms 71 start times, request-based goal 84, 101 status dashboard icons 136 KPI 42, 119 mapping between SIM and BMC SLM 122 real-time service target 147 service target 38 service target charts 146 service target measurement 38 specifying for service targets 82, 100, 111 viewing agreement compliance 138 agreement compliance history 145 in BMC Remedy Change Management 178, 183 in BMC Remedy Incident Management 175 service target cost 146 service target goal 138 service target tab 146 service target table 158 viewing for agreements 195 status gauge 175, 178, 183 status icon 174, 178, 183 structure, BMC SLM 28 Summary of Agreements and Related Contracts table 144 support, customer 3
T
tables Agreements Customer Dashboard 157 SLM Dashboard 140 Related Measurements 148 Related Service Target Status 142 Related Service Targets 158 Service Target Latest Status 147 Summary of Agreements and Related Contracts 144 working with in SLM Console 24
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tabs Administration 127 Agreements Contract Information form 54 SLM Console 21, 60 Associate Collection Node 125 Attachment Data 73 Audit Trail agreements 74 service targets 126 Compliance 138 Contracts/Attachments 72 Customer, Qualification Builder change requests 177 incident requests 173 General 53 Milestones 64 Relate Service Targets 61 Review Periods/Penalties Rewards 62 Service Targets SLM Console 21 SLM Dashboard 146 SLM Trends 143 technical support 3 technician providing service role 19 templates about 50 email 68 templates, using 80 terms change request 176, 180 incident request 172 service target 40 unavailable CI 190 tracking agreement changes 74 service target changes 126 transferring expressions 125 troubleshooting service targets 127 types agreement 29 service target 35
U
UCs. See underpinning contracts unavailable CIs building custom qualifications 192 creating service targets for 190 viewing information 192 Unavailable measurement status 39 underpinning contracts See also agreements about 30 creating 60 Unknown measurement status 39 unknown reports 166 unrelating agreements and attachments 74 agreements and contracts 55, 73 agreements and service targets 62 use cases, dashboard 155 user roles. See roles using service target templates 80
V
viewing agreement cost history 159 costs 145 history 143 in SLM Console 21 in SLM Dashboard 141, 145, 158 overview 136 penalties 145 rewards 145 agreement compliance data 157 status 138 attachments related to agreements 72 availability service targets 149 CIs related to service targets 192 compliance percentages 159 contract history 143 contracts related to agreements 72 filters, service target 127
Index
217
viewing (continued) historical compliance for agreements 145 incident request time 149 incident requests related to service targets 174, 178, 183 incident response time 149 milestones, service target 127 penalties 64 performance-monitoring service targets 148 real-time service target status 147 reports 162 request-based service targets 149 rewards 64 service target Change Management 178 cost status 146 Dashboards 136 goal status 138 measurements 142 related to CI outages 193 SLM Console 21 status 146, 158
W
Warning status performance-monitoring service target 39 request-based service targets 39, 86, 95 Web, generating reports on 170 weighting service targets 32, 62 work area, SLM Console 21 Worst Case Agreement Compliance chart, Dashboard 151 Worst Case Agreement Status table, Dashboard 150
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SLM 7.6.00 User Guide

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BMC Service Level Management 7.6.

Contacting BMC Software

United States and Canada

Outside United States and Canada

Restricted rights legend

Support by telephone or email

Before contacting BMC Software

License key and password information

Working with dashboards

BMC Service Level Management 7.6.00

About the BMC Service Level Management product

About the BMC Service Level Management product

BMC SLM Integrations

BMC Service Level Management 7.6.00

BMC Service Level Management documentation

BMC SLM documentation

BMC Service Level Management documentation

BMC Service Level Management 7.6.00

Introducing Service Level Management

Introducing Service Level Management

BMC Service Level Management 7.6.00

Overview of Service Level Management

BMC SLM user roles

BMC SLM user roles

Service level managers and business relationship managers

Managers providing the service

Technicians providing the service

Introducing Service Level Management

BMC Service Level Management 7.6.00

Permissions for roles

The Service Level Management Console

The Service Level Management Console

Navigation pane Work area

Introducing Service Level Management

BMC Service Level Management 7.6.00

Logging in to the SLM Console

! To open the Service Level Management Console in a browser

Your Home Page appears.

The Service Level Management Console appears.

! To log in for first-time users of BMC Remedy User

The Service Level Management Console

Working with the navigation pane

! To search for items in the navigation pane

! To create a directory or subdirectory in the navigation pane

! To show items in a subdirectory of the navigation pane

! To rename a directory or subdirectory in the navigation pane

! To delete a level in the navigation pane hierarchy

Introducing Service Level Management

BMC Service Level Management 7.6.00

Working with tables

item and click OK.

The cursor changes to a vertical line with two arrows.

Logging out of the SLM Console

! To log out of BMC Remedy User

Introducing Service Level Management

BMC Service Level Management 7.6.00

Understanding BMC SLM

Understanding BMC SLM

BMC Service Level Management 7.6.00

BMC Service Level Management overview

Service Level Agreement Operational Level Agreement, or Underpinning Contract

Service Level Agreement Operational Level Agreement, or Underpinning Contract

Agreement types Components of agreements

Business time* Business time* Business time***