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BMC Service Level Management 7.5. Click Through: Aligning IT Management with Business Objectives. Critical Business Issues. Customer awareness Service Desk staff is unaware of business priorities, impact costs, and commitments to customers Compliance with support contracts - PowerPoint PPT Presentation
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BMC Service Level Management 7.5Click Through: Aligning IT Management with Business Objectives
© Copyright 04/22/23 BMC Software, Inc 3
Critical Business Issues
Customer awareness- Service Desk staff is unaware of business priorities, impact costs, and commitments
to customers
Compliance with support contracts- Service incident handling is not aligned with business agreements, resulting in
missed service level goals, lost revenue and penalties from support contracts
Time-sensitive prioritization- The priority for handling incidents for each business service can change depending
on the times defined as most important for that service
© Copyright 04/22/23 BMC Software, Inc 4
BMC Solution Capabilities
Service Level Manager defines contracts, compliance targets, KPI goals
BMC Service Level Management collects, processes and reports on service compliance
Service Desk can identify and act on incidents with highest business urgency
IT Management and Business Owners now agree on priorities- Impact costs and performance goals help IT meet business objectives and user
expectations
© Copyright 04/22/23 BMC Software, Inc 5
Alignment of IT Managementwith Business Goals
Service Level Manager can view SLA compliance status and impact costs
Service Desk can see the effect of an incident on the business and act accordingly
© Copyright 04/22/23 BMC Software, Inc 6
Compliance Dashboard
All Agreements for a service are listed – sort to find compliance issues
© Copyright 04/22/23 BMC Software, Inc 7
SLM Trends Dashboard
View compliance and cost trends over selected time periods to identify areas for improvement
© Copyright 04/22/23 BMC Software, Inc 8
Service Targets Dashboard
Service requests and incidents
Response time and system performance goals
Service availability and impact
Latest service target measurements
Links to measurement details
© Copyright 04/22/23 BMC Software, Inc 9
Incident related to service target
Incident was resolved but…
Service Target goal was missed(click Details…)
© Copyright 04/22/23 BMC Software, Inc 10
Details for missed service target
Resolution was 24 minutes past due.
© Copyright 04/22/23 BMC Software, Inc 11
Service Targets Dashboardwith performance measurements
Service Target performance measurements
Service target related to available disk space
© Copyright 04/22/23 BMC Software, Inc 12
Measurement linked toBMC ProactiveNet Analytics
Performance warning
© Copyright 04/22/23 BMC Software, Inc 13
Incident Consolewith SLM status
Found incident based on SLM Status - double-click for incident details
© Copyright 04/22/23 BMC Software, Inc 14
Incident Requestwith SLM warning and goal time
Service target status displays risk of breach with target goal time
© Copyright 04/22/23 BMC Software, Inc 15
Details for service target warning
Service Target dialog displays all service targets, impact costs and milestone activity
© Copyright 04/22/23 BMC Software, Inc 16
Summary
BMC Service Level Management 7.5 provides a comprehensive solution:- Unifies service level management across IT- Definition and management of Service Level Agreements- Visibility of service compliance and underlying causes- Comprehensive view of service impact costs, rewards and penalties
Integration with BMC Remedy IT Service Management delivers business awareness to Service Support and Service Delivery- Incident Management- Change Management and Release Management- Asset Management- Service Impact Manager
Business Owners can be confident that IT is now aligned with the business objectives and will prioritize their actions to reduce the impact to critical services and met their customer’s expectations
