SLM 7.6.00 User Guide

www.bmc.com

BMC Service Level Management 7.6.00

User’s Guide

December 2009

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United States and Canada

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mailto:[email protected]

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 athttp://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 [email protected]. (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

http://www.bmc.com/support



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 [email protected]. (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 11

Audience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12Icons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12About the BMC Service Level Management product . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

BMC SLM Integrations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13BMC Service Level Management documentation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

BMC SLM documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14Solution documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

Chapter 1 Introducing Service Level Management 17

Overview of Service Level Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18BMC SLM user roles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Customers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18Service level managers and business relationship managers . . . . . . . . . . . . . . . . . 19Managers providing the service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19Technicians providing the service. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19SLA creator . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19Permissions for roles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

The Service Level Management Console . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20Navigation pane . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21Work area . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21Logging in to the SLM Console . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22Working with the navigation pane . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23Working with tables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24Logging out of the SLM Console. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Online help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Chapter 2 Understanding BMC SLM 27

BMC Service Level Management overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28Contracts overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29Agreements overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Agreement types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30Components of agreements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

Review periods for an agreement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30Penalties and rewards for an agreement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31Milestones for agreements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Contents 5

Compliance calculations for agreements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31Weighting of service targets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32Agreement compliance history . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33Agreement compliance involving request-based service targets . . . . . . . . . . . . . . 33

Service targets overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35Request-based service targets. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35Availability service targets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36CI outage service targets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37Compliance-only service targets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37Performance-monitoring service targets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37Components of service targets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38Status of service targets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38Measurement status of service targets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

Terms and conditions for request-based, availability, and compliance-only service targets. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40Rules for defining terms and conditions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

KPIs for performance-monitoring service targets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41Key performance indicators (KPIs) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42

Measurement criteria for request-based and availability service targets. . . . . . . . . . . 43Measurement criteria for request-based service targets. . . . . . . . . . . . . . . . . . . . . . 43Measurement criteria for availability service targets . . . . . . . . . . . . . . . . . . . . . . . . 44

Measurement options for request-based service targets . . . . . . . . . . . . . . . . . . . . . . . . 44Missing data for performance-monitoring service target data . . . . . . . . . . . . . . . . . . . 45Compliance calculations for service targets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45

Compliance for availability, CI Outage, and performance-monitoring service targets . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46

Retroactive modification of compliance data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49Milestones for service targets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49

Milestones for performance-monitoring service targets . . . . . . . . . . . . . . . . . . . . . 49Templates. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50

Chapter 3 Working with contracts 51

Creating a contract . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52Relating agreements to a contract . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54Managing contracts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55Multiple service providers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56

Multiple service providers and roles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57

Chapter 4 Working with agreements 59

Defining agreements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60Entering basic information for an agreement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60Using the Related Service Targets tab. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61Using the Review Periods and Penalties Rewards tab . . . . . . . . . . . . . . . . . . . . . . . 62Using the Milestones tab. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64Creating milestone actions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65Using the Contracts/Attachments tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72Using the Audit Trail tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74

6 User’s Guide

Managing agreements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75Configuring dependent agreements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76

Chapter 5 Working with service targets 77

Service targets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78Before you begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78General information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79Goals, costs, and business schedules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79Measurements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79Missing data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79Milestones and actions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80Templates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80

Request-based service targets. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80Step 1: Specifying general information for request-based service targets

(basic mode). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81Step 1: Specifying general information for request-based service targets

(advanced mode) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82Step 2: Setting goals and business schedules for request-based service targets

(basic mode). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82Step 2: Setting goals and business schedules for request-based service targets

(advanced mode) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83Step 3: Specifying measurement criteria for request-based service targets

(basic mode). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85Step 3: Specifying measurement criteria for request-based service targets

(advanced mode) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86Step 4: Setting milestones for request-based service targets . . . . . . . . . . . . . . . . . . 87

Availability service targets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89Step 1: Specifying general information for availability service targets

(basic mode). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90Step 1: Specifying general information for availability service targets

(advanced mode) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91Step 2: Setting goals and business schedules for availability service targets

(basic mode). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91Step 2: Setting goals and business schedules for availability service targets

(advanced mode) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92Step 3: Specifying measurement criteria for availability service targets

(basic mode). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94Step 3: Specifying measurement criteria for availability service targets

(advanced mode) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95Step 4: Setting milestones for availability service targets . . . . . . . . . . . . . . . . . . . . 96

Contents 7

CI Outage service targets. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97Life cycle interval . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98Step 1: Specifying general information for CI Outage service targets

(basic mode) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98Step 1: Specifying general information for CI Outage service targets

(advanced mode) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100Step 2: Specifying costs for CI Outage service targets

(basic mode) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100Step 2: Specifying costs for CI Outage service targets

(advanced mode) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101Step 3: Specifying measurement criteria for CI Outage service targets

(basic mode) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102Step 3: Specifying measurement criteria for CI Outage service targets

(advanced mode) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103Step 4: Specifying milestones for CI Outage service targets . . . . . . . . . . . . . . . . . 104Creating and viewing an outage for a CI . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105Calculations for a CI Outage service target . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106

Compliance-only service targets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108Step 1: Specifying general information for compliance-only service targets

(basic mode) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110Step 1: Specifying general information for compliance-only service targets

(advanced mode) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111Performance-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-monitoringservice targets (basic mode) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113

Step 2: Setting goals and business schedules for performance-monitoringservice 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 . . . . . . . 117Building key performance indicators (KPIs) for performance-monitoring

service targets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118Mapping KPIs for BMC Service Impact Manager service targets. . . . . . . . . . . . . 122Viewing a graphical representation of CI relationships. . . . . . . . . . . . . . . . . . . . . 125

Associate Collection Node tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125Mapping Collection Nodes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 126

Audit Trail tab. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 126Administration tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127Using the Service Targets tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128Follow the Sun. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129

Configuring Follow the Sun . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130Using multiple servers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131Follow the Sun use cases. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131

8 User’s Guide

Chapter 6 Working with dashboards 135

Overview of dashboards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136Logging in to dashboards. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136

Service Level Manager Dashboard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 138Compliance tab. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 138

Using the navigation pane . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 138Viewing data in the Compliance contents pane . . . . . . . . . . . . . . . . . . . . . . . . . . . 138

SLM Trends tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143Searching for contracts and agreements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143Filtering agreements by selecting review periods . . . . . . . . . . . . . . . . . . . . . . . . . 143Viewing agreements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145

Service Targets tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 146Navigation pane . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 146

CI Compliance View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 150Using the CI Compliance View dashboard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 150Viewing agreements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 152

Business Services tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 153Business Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 153

Use case for dashboards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 155Customer Dashboard. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 157

Agreements table on the customer dashboard . . . . . . . . . . . . . . . . . . . . . . . . . . . . 157Viewing agreements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 158Displaying icons in the Dashboards after changing the mid tier . . . . . . . . . . . . . 160

Chapter 7 Working with reports 161

Using predefined reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 162Setting preferences to view and print reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 162General reports for agreements and service targets. . . . . . . . . . . . . . . . . . . . . . . . 162

Generating a report by using your own qualifications . . . . . . . . . . . . . . . . . . . . . . . . 167Saving your qualifications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 168Generating a report using saved qualifications . . . . . . . . . . . . . . . . . . . . . . . . . . . 169Generating a report using advanced qualifications . . . . . . . . . . . . . . . . . . . . . . . . 169Generating reports on the web . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 170

Chapter 8 Using BMC SLM with other applications 171

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 172Qualification builder forms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 172Using Service Level Management with BMC Remedy Incident Management. . . . . 172

Creating service targets for an incident request . . . . . . . . . . . . . . . . . . . . . . . . . . . 172Viewing service targets in BMC Remedy Incident Management. . . . . . . . . . . . . 174

Using Service Level Management with BMC Remedy Change Management . . . . . 176Creating service targets for a change request . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 176Viewing service targets in BMC Remedy Change Management . . . . . . . . . . . . . 178

Integration with Release Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 180Creating service targets for a release request . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 180Viewing service targets related to a release request. . . . . . . . . . . . . . . . . . . . . . . . 183

Displaying BMC SLM status in custom applications . . . . . . . . . . . . . . . . . . . . . . . . . . 185Before you begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 185

Contents 9

BMC Service Level Management status indicator behaviors. . . . . . . . . . . . . . . . . . . . 187Using Service Level Management with Requester Console. . . . . . . . . . . . . . . . . . . . . 188

Creating service targets for a service request . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 188Using Service Level Management with BMC Remedy Asset Management . . . . . . . 190

Creating service targets for unavailable CIs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 190Viewing service targets related to a CI . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 192

Using BMC SLM with BMC Service Request Management. . . . . . . . . . . . . . . . . . . . . 193Accessing BMC SLM from the BMC Portal . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 193

Viewing the status of agreements in BMC Portal and BMC Impact Explorer . . 195

Glossary 197

Index 205

10 User’s 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


AudienceThis 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.

IconsDocumentation for the BMC Service Level Management products contains the following icon:

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.

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.

12 User’s 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 IntegrationsThe 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 documentationThe following table lists the documentation available for SLM.

Solution documentationThe 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

BMC Service Level Management 7.6.00 Release Notes

Information about known issues in each release of BMC Service Level Management. Also provides a list of new features included with the application.

Everyone

BMC Service Level Management 7.6.00 User�s Guide

Procedures for using the BMC Service Level Management application; includes new features and overview.

Everyone

BMC Service Level Management 7.6.00 Installation Guide

Procedures for installing the BMC Service Level Management application.

Everyone

BMC Service Level Management 7.6.00 Configuration Guide

Procedures for configuring the BMC Service Level Management application.

Administrators

BMC Service Level Management 7.6.00 Quick Start Guide

A reference card to help you quickly install and configure the BMC Service Level Management application.

Users and Administrators

Help 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


BMC Dashboards for Business Service Management Getting Started

Information about installing, configuring, and using BMC Dashboards for BSM.

Everyone

BMC Change and Configuration Management Installation and Configuration Guide

Information about installing and configuring the CCM (Change and Configuration Management) offerings.

Administrators

14 User’s Guide




BMC Service Level Management documentation

BMC Service Impact Manager: Integration for BMC Remedy Service Desk User Guide

Detailed information about the Integration for the BMC Remedy Service Desk (IBRSD) component. This guide is intended for system administrators and users with an understanding of the BMC Impact Manager and BMC Remedy Service Desk environments.

Everyone

Service Management Solutions Release Notes

Information about new features, open issues, and resolved issues.

Everyone

Service Management Solutions Installation and Configuration Guide

A certified path, which has been tested and validated, to successfully install the Service Management Solution offerings.

Administrators

Service Management Solutions Installation Overview

A reference to quickly installing and configuring Service Management Solutions applications.

Administrators


Preface 15


16 User’s Guide

Chapter

1
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)



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 rolesThe 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

CustomersCustomers 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.

18 User’s Guide

BMC SLM user roles

Service level managers and business relationship managersService 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 serviceThe 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 creatorThe 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.



Permissions for rolesThe 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 Config�This 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 Manager�This 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 User�This 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 Manager�This 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 Customer�The SLM Customer can view the SLM Customer Dashboards with a BMC SLM User license.

! Reporting User and Reporting Admin�These 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 ConsoleThe 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.

20 User’s Guide

The Service Level Management Console

The Service Level Management Console consists of the following two main forms:

! Navigation pane

! Work area

Navigation paneThe 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 areaInformation about the right pane is organized under the following tabs:

! Agreements tab�Use 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 tab�Use 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.

You can start the BMC SLM application in one of the following ways:

! 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.



Logging in to the SLM ConsoleAfter 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.

! port is an optional port number; include this only if the web server is not on the default port of 80.

! ARServer is the BMC Remedy AR System server on which the BMC Service Level Management application is installed.

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.

5 Click OK.

The Service Level Management Console appears.

22 User’s Guide

The Service Level Management Console

Working with the navigation paneThe 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


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


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.



Working with tablesWhen 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 Description

Update table data Click Refresh.Sort table data 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 (BMC Remedy User)

1 Right-click in the table.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

Select the item in the table and click View.The item appears in another window.

Copy items in the table

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

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.Change column order (Web)

1 Click the header of the column that you want to move.2 Drag the column to the position that you want.

Change column order (BMC Remedy User)

1 Right-click the table.2 From the menu that appears, select Preferences > Column Order.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 from the table (Web)

Select Preferences > Remove Column > columnHeader.

Remove a column from the table (BMC Remedy User)

1 Right-click the table.2 From the menu that appears, select Preferences > Remove

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.

24 User’s 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 helpThe 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.



26 User’s Guide

Chapter

2
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)



BMC Service Level Management overviewThe 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 parties• Effective dates• Accounting codes• Purchase price

Service Level AgreementOperational Level

Agreement, orUnderpinning Contract

Service Level AgreementOperational Level

Agreement, orUnderpinning Contract

• Compliance target• Review periods• Penalties & rewards• Milestones

• Compliance target• Review periods• Penalties & rewards• Milestones

Contract

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

28 User’s Guide

Contracts overview

Contracts overviewA 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 overviewAgreements define the compliance of single or multiple targets over a period of time. This section contains the following information:

! Agreement types

! Components of agreements



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 pre-arranged agreement your service team has with an external service provider. A third party is associated with this category.

Components of agreementsAn agreement must include:! A compliance target

! At least one service target

An agreement can optionally include:

! 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.

Review periods for an agreementReview 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 User’s Guide

Penalties and rewards for an agreement

Penalties and rewards for an agreementYou 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 agreementsYou 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 agreementsA 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.



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

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 targetsWhen 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 target�s 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

Review period Automated calculation interval

Daily Every hour (5 minutes after the hour)Weekly Every 4 hours (00:05:00, 04:05:00, and so

on)Monthly Every day at the time of the review periodQuarterly Every day at the time of the review period

Service target importance

Weighted value

Weighted calculation

Weighted contribution %

Urgent service target 20 20/(20+10+5+5) 50High service target 10 10/(20+10+5+5) 25Medium service target 5 5/(20+10+5+5) 12.5Low service target 5 5/(20+10+5+5) 12.5

32 User’s Guide

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

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 historyTo improve the processing efficiency when determining the performance percentage for each service target, the SLA ComplianceHistory record contains each service target�s 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.

Service target importance

Period performance

Compliance calculation

Compliance % gained

Urgent service target

90% 50% x 90% 45

High service target

90% 25% x 90% 22.5

Medium service target

85% 12.5% x 85% 10.625

Low service target

75% 12.5% x 75% 9.375

Total compliance % gained: 87.5



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 target�s 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

! 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 target�s

weighted contribution %! Keep a running summation of each

service target�s agreement compliance contribution

Calculate nowDate/Time

34 User’s Guide

Service targets overview

Service targets overviewService 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 targetsRequest-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



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

*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 targetsAvailability 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.

Priority Response* time

Milestone Action Resolve** time

Milestone Action Time allocation

Critical 30 minutes 80% of the time allotted

Page/SMS message Assignee Manager

1 hour 80% of the time allotted

Page/SMS message Assignee Manager and Director

24/7 clock

High 2 hours 80% of the time allotted

Email Assignee Manager

4 hours 80% of the time allotted


Business time***

Medium 4 hours 80% of the time allotted




Business time***

Low 8 hours 100% of the time allotted




Business time***

36 User’s Guide


CI outage service targetsCI Outage service targets record the outages or unavailable instances for a specific CI.

Compliance-only service targetsA 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 targetsPerformance-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, high-frequency 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 target�s 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



The goal types for performance-monitoring service targets can also be displayed with any label, as shown in the following examples:

! Disk space usageWith this goal type, the service target commits to maintaining at least a certain amount of free disk space on the server�s 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 targetsA 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).

A service target can optionally include:! Impact costs ! One or more milestones with one or more actions associated with each

milestone.

Status of service targetsThe following statuses of service targets are possible:

! Enabled�The service target is saved.

! Disabled�The service target cannot be attached to any new agreements. However, a request-based service target continues its measurements for agreements already in progress.

! Invalid�The service target is no longer in operation.

Measurement status of service targetsThe status information applies as described to the following service targets. The status might be visible in reports or in the dashboards.

38 User’s Guide


Request-based service target ! Attached�The Terms and Conditions apply and the record is created.

! In Process�The Start When measurement criteria are met; the measurements are taking place.

! Pending�The Exclude measurement criteria are met; measurements are not taking place.

! Warning�The Start When measurement criteria are met; the specified percentage of goal time has passed. The default is 50%.

! Met/Missed�The Stop When measurement criteria are met; the goal is assessed as being Met or Missed.

! Missed Goal�The 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 ! Attached�When the Terms and Conditions apply, the record is created.

! Available�The Available When measurement criteria are met.

! Unavailable�The Unavailable When measurement criteria are met.

! Unknown�Neither of the Available When or Unavailable When measurement criteria are met.

CI Outage service target! Attached�When the Terms and Conditions apply, the record is created.

! Available�The Available When measurement criteria are met.

! Unavailable�The Unavailable When measurement criteria are met.

! Unknown�Neither 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.

! Met�The processed data has a status of OK.

! Missed�The processed data has a status of Alarm.

! Warning�The processed data has a status of Warning.

! Unknown�The data does not have a status of Met, Missed, or Warning. The data might be missing; it was not received from the monitoring tool.



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"

40 User’s Guide

KPIs for performance-monitoring service targets

Rules for defining terms and conditionsSome 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.



Key performance indicators (KPIs)Two kinds of KPIs exist:

! Status�Provides the state of the item being monitored. The status is represented using the values OK, Warning, Alarm, and Offline.

! Numeric value�Records 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

When building expressions for evaluation, you can select from the following options:

Single KPIFor 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 ExpressionYou 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 ExpressionKPIs 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.

KPI type Description Relevant nodes for selection

Status 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 breaches�either performance breaches for exceeded response time thresholds or availability breaches due to HTTP errors�that 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).

Specific transaction, activity, or business service node.

Numeric 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.

EndToEnd or Backend node under a specific transaction or activity.

42 User’s Guide

Measurement criteria for request-based and availability service targets

KPI FormattingThe 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)\










-- (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 targetsMeasurement 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.



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

44 User’s Guide

Missing data for performance-monitoring service target data

Missing data for performance-monitoring service target data

Behavior for missing dataYou 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 frequencyIn 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 targetsThese concepts are described in the following sections:

! Compliance for availability, CI Outage and performance-monitoring service targets

! Retroactive notification of compliance data



Compliance for availability, CI Outage, and performance-monitoring 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

Table 2-7: MeasurementChild start and stop times

When the MeasurementChild records are used to determine the availability percentage, four scenarios must be considered.

Asset goes down

Asset goes up

Asset goes down

MeasurementChild MeasurementChild MeasurementChild MeasurementChild

Start time Start time Start time Start timeStop time Stop time Stop time Stop timeElapsed time Elapsed time Elapsed time Elapsed timeStatus: In Progress Status: Unknown Status: In Progress Status: Unknown

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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

Calculate Now is triggered for this time frame

Last sampled time

In ProgressElapse Time of this completed record cannot be used because the sampling time is after the start of this record

Scenario 1MeasurementChild has started before Last Sampled Time. Time for this segment is calculated from Last Sampled Time to the Stop time of this record

PendingElapse Time = 100 seconds

Scenario 2MeasurementChild is completed within this Calculate Now time frame. Elapse Time is used.In Progress

Elapse Time = 25 seconds

Calculate NowDate/Time

PendingThis MeasurementChild record is still open and the Elapse Time has not been calculated

Scenario 3MeasurementChild 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

Calculate Now is triggered for this time frame

Last sampled time

Scenario 4MeasurementChild 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

Calculate NowDate/Time



Using reference time for an availability service targetInstead 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

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 targetsThis 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.

Available

Unavailable

Reference a date/time field for the time that the record was modified to meet the Available When condition.

Reference a date/time field for the time that the record was modified to meet the Unavailable When condition.

48 User’s Guide

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 dataThe 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 targetsYou 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 targetsPerformance-monitoring milestones are designed to trigger actions at a specified time after a change of state. Four possible states exist for the performance-monitoring 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.



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.

TemplatesYou 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.

50 User’s Guide

Chapter

3
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)



Creating a contractYou 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 Description

Name Enter a name for the contract. Contract ID Enter a unique alpha numeric value for the

contract. Status Select a status for the contract. Status can be

set to Current, Pending Renewal, and Expired.

Type Select the duration of the contract from the list.

Description Enter a description about this contract. Terms Enter the terms and conditions of the

contract. Expiration Date Open the calendar and select a date when

the contract expires. Notification Date Open the calendar and select the date when

the person or group responsible for the contract will be notified about the contract�s expiration.

Note: You must have BMC Remedy Asset Management installed for notifications to be sent.

Start Date Open the calendar and enter a start date for the contract.

Notification Group Enter the name of the group that must be notified when the contract is about to expire.


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5 Click the General tab and enter information in fields as shown in the following table.Table 3-2: Fields for the Contract Information form—General tab

Notification Contact Enter the name of the person who must be notified when the contract is about to expire.


Accounting Code Enter the accounting code for this contract agreement.

Budget Code Enter the budget code for this contract agreement.

Project Number Enter the project number for this contract agreement.

Purchase Cost Enter the purchase cost of the contract.Renewal Cost Enter the amount to be paid if an

organization wants to renew a contract.Cost Center Enter the cost center code.

Field Description

Field Description

Company Enter the name of the company to which this contract applies.

Organization Enter the name of the organization to which this contract applies.

Department Enter the department to which this contract applies.

Customer ID Enter a unique customer ID for this contract.

Supplier Name Enter the name of the supplier for the contract.

Supplier Organization Enter the name of the supplier�s organization.

Supplier Group Enter the name of the supplier�s group.



6 Save the contract.

Relating agreements to a contractYou can relate an agreement to a current contract or relate contracts to an agreement.

! To relate a current agreement to a contract


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.

Supplier Phone Enter the supplier�s phone number.Attachment 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.

Field Description

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! To unrelate an agreement from a contract


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 contractsYou can manage contracts in the Contracts Console.Table 3-3: Tasks to manage agreements

Function Action

Modifying contracts 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.



Multiple service providersThe 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

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.

Contract Object(One group defined per instance of the object)

1:Many

Agreement Definition(One SLACompliance record is created per

Contract/Group)

Service Target Definition(Contains all the groups tied to it)

1:Many

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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 rolesThe 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

4
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)



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 agreementThe following steps describe how to enter basic information for an agreement.

! To enter basics for an agreement


2 In the navigation pane, select the folder in which you want your agreement to reside.


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 tabYou 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.

NOTE You must create service targets before relating them to the agreement.

! To relate service targets


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.



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


2 Click the Agreements tab and select an agreement.


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




4 In the Related Service Target table, select a service target.

5 Click Unrelate.

Using the Review Periods and Penalties Rewards tabThis 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



3 Click View.

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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



3 Click View.


5 Select a review period in the Review Periods table and click Remove.

! To add a penalty or reward to an agreement



3 Click View.


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.



11 Save your penalty or reward.

12 Repeat this procedure to enter as many penalties or rewards as necessary.

! To display penalties and rewards



3 Click View.


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



3 Click View.


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 tabYou 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



3 Click View.

4 Click the Milestones tab.

5 Click Add to display the Create New Milestone dialog box.

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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 Risk�The milestone action is triggered if the percentage compliance reaches the Compliance At Risk percentage, as specified on the Related Service Targets tab.

! Compliance Target Missed�The milestone action is triggered if the compliance target is not met, as specified on the Related Service Targets tab.

! Compliance Is Less Than�The 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



Creating a set value actionA 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 actionYou 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


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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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:

! Alert�Users are notified by an alert message.

! User Default�Users are notified using the default notification method specified in the User form.

! Email�Users 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.

8 If you have chosen to send an Email, enter individuals or groups in the CC and BCC fields, and enter a mailbox name, if applicable.

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.



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 actionYou can send pagers or run executables by entering a command line statement.

! To create a pager or run process action


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.


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 actionThis 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


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.

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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.

8 From the Qualification Builder form, 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.

9 From the If No Requests Match list on the Set Fields Action dialog box, select one of the following options:

! Display No Match Error�Displays an error message if no matching results are found.

! Set Fields to Null�Sets the fields to no value.

10 From the If Multiple Requests Match list, select one of the following options:

! Display Multiple Match Error�Displays an error message if multiple requests are found.

! Use First Matching Request�Uses the first matching request from the list of requests.

! Set Fields to Null�Sets the fields to no value.

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.


The field and values are added to the Field/Value List. You can add or remove values at any time.

14 Click OK.



Creating a push fields actionThis 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


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.


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.

9 From the If No Requests Match list, select one of the following options:

! Display No Match Error�Displays an error message if no matching results are found.

! Take No Action�Nothing occurs if the qualification is true.

! Create a New Request�Allows you to create a record if no matching results are found.

10 From the If Any Requests Match list, select one of the following options:

! Display Any Match�Displays any matching results.

! Modify First Matching Request�Modifies the first matching request if the qualification is true.

! Modify All Matching Requests�Modifies all the matching request if the qualification is true.

! Take No Action�Does not do anything if the qualification is true.

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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.


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.



12 In the System Status field, select Active.

13 In the Status field, select Active.

14 Click Save.

Using the Contracts/Attachments tabYou 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


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


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


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. enter a name for the attachment in the Title field.

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


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.



! To unrelate an attachment to an agreement


2 On the Contracts/Attachments tab of the Agreement form, select the attachment in the Attachments table.

3 Click Unrelate.

Using the Audit Trail tabYou 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 agreementsYou can manage agreements in the Agreements tab of the Service Level Management Console.Table 4-1: Tasks to manage agreements

Function Action Comments

Building agreements

You can build the agreement when you save it, or 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).

Building the agreement creates the workflow, such as for the milestone actions.

Modifying agreements

1 Select the agreement that you want to modify.2 Click View.3 Make your changes and click Save.

You can use the modify feature to update expired agreements.

Searching for agreements

From the Show list, select the filter with which you want to search. The options are:! 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.2 Click Delete.3 Click Yes in the Confirm Operation dialog box.Details are saved to a log file SLMInstallDir\Program Files\AR System\AR Server\Db\SLMDelete.log.

When you delete an agreement, all its associations are deleted. However, the review periods, service targets, penalties, attachments, contracts, and compliance data are retained. You can access the data by looking at the appropriate form, such as the 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.



Configuring dependent agreementsAgreements 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



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

5
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)



Service targetsService 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 beginTo 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 informationIn 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 compliance-only 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 schedulesIn 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.

MeasurementsFor 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 dataThis 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.



Milestones and actionsMilestones 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.

TemplatesTemplates 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.

NOTE Service target templates are only available for request-based service targets.

Request-based service targetsRequest-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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Request-based service targets

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.

b Click OK to return to the Service Targets form.

Your qualification appears in the Terms and Conditions field.




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


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.


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


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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3 In the Business Entity field, select the business entity you want to use.

! Select a predefined business entity to determine your service target�s 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


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.



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.



Or



! 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.




Or



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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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


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.



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.

! 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).


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).


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


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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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 targetsMilestones 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.



! To create milestones


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 Occurs�Whenever 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 Occurs�Whenever 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 Occurs�Whenever 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 Qualification�Specify 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 Start�In 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 End�In 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 Start�In 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 End�In 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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Availability service targets

WARNING If you use one of the first four criteria that are not time-scheduled�Start Qualification Occurs, Stop Qualification Occurs, Exclude Qualification Occurs, or Custom Qualification�you 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.

For example, the action of Notifying the Manager needs to take effect if ‘Service Status’ < “Resolved” or ‘Service Status’ != “Work In Progress”.

10 Click OK.

11 Specify actions to trigger when the milestone is reached.


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 targetsAvailability 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.




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.



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 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.




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.



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.




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.



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.


8 Click Next.

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.



3 In the Business Entity field, select the predefined business entity to determine your service target�s 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.



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.


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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7 Click Next.



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.



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.


10 In the Goal and Cost Schedule window, enter the day you want the measurement to occur.



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.

12 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 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.



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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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.



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.







! If you select Yes, this feature allows service target measurements to continue after the service target has been closed and subsequently reopened.


Step 4: Setting milestones for availability service targetsMilestones 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.



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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 Time�Tracks 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 Count�Tracks 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.


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 targetsCI 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.

NOTE 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.



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.


Life cycle intervalWhen 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.


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a Click Apply.


b If you want to use the template as is, skip to step 8 on page 82.


NOTE Do not include parentheses in the service target title.


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 CI�s field, click Define to open the Related CI�s window, and complete the following tasks to relate CIs to CI Outage service targets:

a Click Relate CI�s 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.

d When the results appear in the CI Search Results table, select a CI and click Relate.

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.

g With the CI still selected, click Relate.

The selected CI appears in the Related CIs table.

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 CI�s. All the records for the CI are deleted.




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.


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.



3 In the Effective From field, enter the date and time from which the service target is effective.


5 Click Next.

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.



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.




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.






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.


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 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 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.



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.


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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4 Click OK to return to the Service Target window where the qualification is displayed in the Outage Condition field.

5 In the Lifecycle Interval field, select the number of months for the life cycle interval of the service target.

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.



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.





! If you select Yes, this feature allows service target measurements to continue after the service target has been closed and subsequently reopened.




Step 4: Specifying milestones for CI Outage service targetsMilestones 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 outages�If 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 outages�The 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.



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.


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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 Time�Tracks 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 Count�Tracks 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.


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 CIThe 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.



! 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 targetThe 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 scenariosLegend:

! 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




Compliance-only service targetsA 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.

Open outage

Outage closed

Temporary state until end of outage

is determined

State for open end-ed outage

Resulting outage

Existing outage

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Compliance-only service targets

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

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.


Field Field ID Field type Field definition

ResultsStatus 301378400 Integer 0=MetNot 0=Missed

ImpactCost 300834800 Real Impact cost of missing a transaction

EpochTimeSeconds 301643200 Integer Time in seconds since 1970

TotalPenaltyCostCur 300834900 Currency Costs per failure



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.



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.


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.





9 Click Finish.

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Performance-monitoring service targets

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.



2 Complete steps 1-7 under �Step 1: Specifying general information for compliance-only service targets (basic mode)� on page 110.






7 Click Finish.

Performance-monitoring service targetsPerformance-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.




Step 1: Specifying general information for performance-monitoring 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.



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.


9 Click Next.

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Step 1: Specifying general information for performance-monitoring service targets (advanced mode)

The following section describes how to use the Advanced mode to create a performance-monitoring service target.



2 Complete steps 1-7 under �Step 1: Specifying general information for performance-monitoring service targets (basic mode)� on page 112.






7 Click Finish.

Step 2: Setting goals and business schedules for performance-monitoring 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.





2 In the Warning and Alarm fields, enter a value to be used when determining the performance of the KPI.

For service targets using a numeric KPI, enter an operator and a value.

For example:Warning > 3Alarm > 4

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 >= OKAlarm == 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.

4 In the Business Entity field, do the following tasks:


Or


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 performance-monitoring 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.




3 In the Warning and Alarm fields, enter a value to be used when determining the performance of the KPI.





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.

5 In the Business Entity field, do the following tasks:


Or




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.






3 In the Business Entity field, select a predefined business entity to determine your service target�s 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.

9 In the Warning and Alarm fields, enter a setting to be used in the evaluation when determining the performance of the KPI.






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


2 In the Missing Data Rule field, select a rule to be applied if data is missing.

The options are:

! Treat missing data as Met�Measurements 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 Warning�When data is missing, the service target is considered to be in a Warning status.

! Treat missing data as an Unknown�The time during which the data is missing is not measured.

! Use last good known value�The 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 performance-monitoring 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




4 Click OK.



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 Start�Specify, 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 Start�Specify, 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.


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:

! Status�Provides the state of the item being monitored. The status is represented using the values OK, Warning, Alarm, and Offline.

! Numeric value�Records 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.



! To set key performance indicators for performance-monitoring service 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.



! Title

! Applies To

! Goal Type



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:

! AVG�The average of the KPIs is used for the measurement.

! MAX�The KPI with the maximum value is used in the measurement.

! SUM�The sum of the KPIs is used in the measurement.

! MIN�The 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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! To set key performance indicators for performance-monitoring service 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.



! Title

! Applies To

! Goal Type



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:

! AVG�The average of the KPIs is used for the measurement.

! MAX�The KPI with the maximum value is used in the measurement.

! SUM�The sum of the KPIs is used in the measurement.

! MIN�The KPI with the minimum value is used in the measurement.

7 Select an operator.

! 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.



8 Select a value for a status node, or enter a value for a numeric node.

For a status node, the options are:

! OK�The status is OK.

! Warning�The status constitutes a warning.

! Alarm�The status constitutes a breach.

! Offline�The 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 targetsFor 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

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



! Title

! Applies To

! Goal Type



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.

SIM status Service target status

OK OKWarning WarningMinor WarningImpacted WarningUnavailable AlarmUnknown OfflineInfo OfflineBlackout OfflineNone Offline



! To define KPIs for a SIM service target using multiple CIs



! Title

! Applies To

! Goal Type



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 relationshipsYou 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 tabFor 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.



Mapping Collection NodesThe 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 tabYou 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 changed�Click on the icon to the right of the field to display the details

! The new values for the fields�Click 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 tabThe 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 Name�The name of the rule that is associated with the service target.

! Status�The status of the service target. Status can be active or inactive.

! Rule Build Status�Shows 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.



Using the Service Targets tabYou 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


Building service targets

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.

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.

Modifying service targets

1 Select the service target that you want to modify.

2 Click View.3 Make your changes and click Save.

When you modify a service target, 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.

Searching for service targets

From the Show list, select the filter with which you want to search. The options are:! All! Status! Title! ID! Goal Type.

Moving 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.Copying service targets

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 SunThe 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.

Deleting service targets

1 Select the service target you want to delete.2 Click Delete.3 Click Yes in the Confirm Operation dialog box.Details are saved to a log file SLMDelete.log. The default location is:SLMInstallDir\Program Files\AR System\AR Server\Db\SLMDelete.log

When you have deleted a service target related to an agreement, all associations to the agreement are deleted, although the compliance data and the measurement data are retained. Access the data by looking at the relevant form, such as the SLM:SLACompliance form. The status of 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

want to use from the drop-down menu, and 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.

Service target templates are only available for request-based service targets.




Configuring Follow the SunThere 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


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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Using multiple serversIn 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 casesThe 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.



Figure 5-4: Timeline for example 1

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.

3

1 2

08 10 12 14 16 18 20 22 24 02 04 06 08 10 12 14 16

54

BusinessEntity 1

PacificStandard

Time

BusinessEntity 1

BusinessEntity 2

OLA

SLASLAgoal

SLAstarts

OLAgoal

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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

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.

3

1 2

8 14 20 02 08 14 20 02 08 14

54

3

76

0 6 12 18 24/0 6 12 18 24/0 6

15 21 03 09 15 21 03 09 15 21

BusinessEntity 3

England-Greenwich

Time

SingaporeTime

BusinessEntity 4

BusinessEntity 5

OLAgoal

PacificStandard

Time



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

6
Working with dashboards
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)



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 dashboardsYou 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:http://midTierServer:port/arsys/forms/ARServer/SLM%3ADashboardSLMgr

! For the Customer Dashboardhttp://midTierServer:port/arsys/forms/ARServer/SLM:Dashboard_Customer

! From the Service Level Management Console:http://midTierServer:port/arsys/forms/ARServer/SLM:Console

2 Click the Dashboards tab at the top of the window.


! port is an optional port number; include this only if the web server is not on the default port of 80.

! 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

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.

Icon Service target Agreement

OK, Met, or Available In ComplianceWarning At RiskAlarm, Missed or Unavailable

Breached

Unknown



Service Level Manager DashboardThe Service Level Manager Dashboard contains these tabs:

! Compliance tab

! SLM Trends tab

! Service Targets tab

! Business Services tab

Compliance tabThe 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 paneThe Compliance contents pane displays agreement compliance data and related service target status information.

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Filters that affect the displayVarious 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

! All�Displays 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:

! All�Displays 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.



MeasurementsThe 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

Using the Agreements table to view compliance dataThe 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

Period Frequency of calculation

Daily Every hourWeekly Every 4 hoursMonthly Every dayQuarterly Every day

Column header Description

Agreement The name of the agreement.Contract The contract to which the agreement is related.Review Period The review period to which the agreement measurement applies.Status 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 The compliance status calculated prior to the latest review period measurement.

Comment The comment added to the compliance calculation. You can add a comment concerning the agreement, such as an explanation for noncompliance.

Compliance 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.

Target The percentage target compliance set during the agreement definition. If this target is not reached, the agreement is not compliant.

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! 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.

2 Add your text in the SLM Comments dialog box, 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.�

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.

Penalties/Rewards 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.

Impact Costs 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.

Period Start The data and time the review period started.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.




Related Service Target Status tableThe 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

SLA Related Service Target Measurements chartIf 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.


Service Target The name of the service target.Type 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 compliance-only.

Period Status 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.! 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.

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SLM Trends tab

SLA Compliance chartThe 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 tabThe 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:

! Contracts�A string contained in a contract name

! Agreement Title�A string contained in an agreement name

! Status�Agreement compliance status

! Agreements�With accrued penalties or impact costs

! All�Displays 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



Summary of Agreements and Related Contracts tableThe 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


Agreement The name of the agreement.Review Period The review period in which the measurement applies.Status 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

Comment You can add a comment concerning the agreement, such as an explanation for noncompliance.

Agreement Type A service level agreement, an operational level agreement (OLA), or an underpinning contract (UC).

Penalties/Rewards 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.

Impact Costs 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.

Contract ID The user-supplied Contract ID number of the contract related to an agreement.

Contract Name The user-supplied title of the contract related to an agreement.Contract Status The status of the contract related to the agreement. The contract

status can be one from the following list: ! 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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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 chartThis 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 chartThe 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.



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 foldersYou 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 chartsThe three charts display the goal status of service targets for request-based, performance monitoring, and availability goals.

! Request-Based Service Targets�The 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 Targets�The chart shows the most recent status of all performance-monitoring service targets based on the filtering criteria.

! Availability Service Targets�The 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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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 tableThe 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

For more information about viewing ProactiveNet service targets and root cause analysis, see BMC Service Level Management Configuration Guide.



of the internal goal types supplied with BMC Service Level Management: request-based (resolution-time or response-time), availability, CI Outage, performance monitoring, or compliance-only

Status The most recently calculated status for the Service target.ID This varies according to the type of service target:

! Request-based�The ID of the incident request (user-configured)! Availability�The Asset Manager asset ID number configured by

the user in the Asset Management form! Performance-monitoring�The Collection Node ID



Related Measurements tableThe 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 table—performance-monitoring service targets


Status 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 The KPI value collected at the time specified in the Time column.Impact Costs The impact costs incurred when the service target fails to meet its

goal.Time 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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! 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 table—request-based service targets.

! 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 table—availability service targets.

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.


Incident ID The ID of the incident request (user-configured).Status The goal status of the request, whether it met or missed the

response or resolution time goal.Elapsed Time The elapsed response or resolution time of the incident request. The

format is dd hh:mm:ss.Impact Cost The impact cost when the request-based goal is not met.Completed 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.


Asset ID The Asset Manager asset ID number configured by the user in the Asset Management form.

Status The goal status of the service target, the status is either available or unavailable.

Elapsed Time The time elapsed since the asset changed status, this is either up time or down time. The format is dd hh:mm:ss.

Impact Cost The impact cost incurred when the goal is missed.Measurement Time The time when the elapsed time was calculated.



CI Compliance ViewThis 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 dashboardTo 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:


! port is an optional port number; you need to include this only if the web server is not on the default port of 80.

! ARServer is the BMC Remedy AR System server on which the BMC Service Level Management application is installed.

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 tableThis 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 Name�The name of the configuration item.

! CI Class�The ID of the CI class.

! CI Cell�The name of the SIM cell that monitors the service model of which the CI is a part.

! All�Lists all agreements.

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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.

Worst Case Agreement Compliance chartThis 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 tableThis 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.


Name The name of the CI.CI Status 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.

Worst Case Compliance

The most recent worst compliance status for all agreements that have related service targets using the CI in their definitions.

Cell The cell that monitors the SIM service model that includes the CI.Class The Configuration Item Class ID used by the CMDB to classify CIs.


Agreement The name of the agreement.Contract ID The user-supplied ID number of the contract to which the

agreement is related.Contract Name The user-supplied name of the contract to which the agreement is

related.Review Period The review period to which the agreement measurement applies.

The review period indicates how often compliance is calculated for the agreement.



Adding commentsTo 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 agreementsTo 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 chartsYou 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.

Status The most current compliance status calculated according to the review period. The status can be one of the three levels.

Comment The comment added to provide more information relating to the compliance status of the agreement.


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Business Services tab

Related Service Targets tableThis 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.

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 tabWhen 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 ServiceWhen 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.


Service Target The name of the service target.Type The service target type. This is a user-defined type that maps to the

goal type supplied with BMC Service Level Management.Period Status 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.



Agreements table for a business serviceTable 6-13: Agreements table

When you select an agreement in the Agreement table, related service targets are displayed in the Service Targets table.

Service Targets tableTable 6-14: Service Targets table

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 tableTable 6-15: Service Target Measurements table

Column Description

Title The title of the agreement.Category The type of the agreement. Agreements can be one of the following

types:! Service Level Agreement (SLA)! Operational Level Agreement (OLA)! Underpinning Contracts (UCs).

Column Description

Title The title of the service target.SVT ID The ID number of the service target.Applies To The application to which the service target is attached.Goal Type The type of goal for the service target, such as Incident Response

time or Change Request Initiation.

Column Description

Ticket ID 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 dashboardsA 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: Dashboards—Compliance 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.



Figure 6-2: Dashboards—SLM 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: Dashboards—Service 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 DashboardThe 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 dashboardThe 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.



Table 6-16 describes the information displayed in the Agreements table.Table 6-16: Columns in the Agreements table

Viewing agreements To view an agreement, select the agreement in the table and click View. A view-only form appears in another window.

Related Service Targets tableThe 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.


Agreement The name of the agreement.Review Period 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.

Period Start The date the review period started.Status The most current compliance status calculated according to the

review period. The agreement can have one of the following statuses:! Breached (missed)! In Compliance (met)! At Risk

Previous Status The compliance status calculated prior to the latest review period.Compliance The percentage compliance for the agreement. This percentage is

calculated according to the review periods. Compliance Target The percentage target compliance set during the agreement

definition. If this target is not reached, the agreement is not compliant.

Penalties/Rewards 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.

Impact Costs 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.

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Table 6-17 describes the information displayed in the Related Service Targets table.Table 6-17: Columns in the Related Service Targets table

The SLA Compliance chartThe 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 chartThe 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.



of the internal goal types supplied with BMC Service Level Management: request-based (resolution-time or response-time), availability, CI Outage, performance monitoring, or compliance-only.

Period Status 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.

Review Period The review period for the agreement to which the service target is attached.

Last Sampled Time The last time the data was evaluated.



Displaying icons in the Dashboards after changing the mid tierIf 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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Chapter

7
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)



Using predefined reportsSLM 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 reportsIf 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


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 targetsThis 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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Using predefined reports

Table 7-1: Predefined reports

Report title Description

AssignmentSLA Team Assignment Provides a history of the different individuals who

have been assigned to work on the request per agreement.

ComplianceSLA Compliance and Costs by Contract

Provides costs and compliance data for each agreement included in a contract.

SLA Compliance Graph 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:dailyweeklymonthlyquarterly

SLA Compliance Summary Shows the agreement compliance target and the current compliance for all review periods for the specified date.

SLA Daily Compliance for One Week

Shows the agreement compliance target and the actual compliance for each day for one week ending on the specified date.

SLA Monthly Compliance for Six Months

Shows the agreement compliance target and the compliance every month for six months ending on the specified date.

SLA Quarterly Compliance by Year

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.

SLA Weekly Compliance for One Month

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.

CostSLA Cost Summary 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.



SLA Monthly Impact Cost for Six Months

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 Month

Shows the impact costs incurred each week for a 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 targetsPerformance-based Service Target Metrics

Shows data about performance-monitoring service targets. The information shown is as follows:! Date�The start and end dates between which the

information applies! Service Target�The title of the service target! Met�Percentage of time the target was met ! Impact Cost�The impact cost if a service target is

not metRequest-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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Service Target Results by SLA Shows data between a specified start and end date for a specified review period.The information shown is as follows:! Agreement�The title of the agreement! Compliance Target�The compliance target for

the agreement! Service Target�The name of the service target! Weight�The weighting given to the service

target and used in the agreement compliance target calculations

! Met�Percentage of time the target was met (request-based and performance-monitoring targets)

! Availability�Percentage of time the asset was available (availability targets)

! Impact Cost�The 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.

Service Target Status and Detail Metrics Hourly

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.

Service Target Outages 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.

Service Target Status by Business Service

Shows service target status by business service including agreements, service target ID, and related requests with their measurement status.

CI Outage Details Lists each CI Outage by service target including CI name, life cycle start and end times, and the outage duration.

CI Outage Summary 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.




UnknownPeriods of Unknown Data 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 reportsCIs 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 reportsRequest 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


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


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.

Missed requests by goal type report

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.




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.

6 From the Destination list, select the output format for your report.

! File�The report is saved to the path and file you specify.

! Printer�The report is sent to the printer you specified in the Print Setup dialog box.

! Screen�Your report appears in a separate window.

7 Click Run Report.

Your report is output to the specified destination.

Saving your qualificationsYou 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 qualificationsYou 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.





5 Click Run Report.


Generating a report using advanced qualificationsYou 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.





7 Click Run Report.




Generating reports on the webTo 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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8
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)



OverviewYou 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 formsWhen 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 Console�SRM:SLMSRM:Qualbuilder

! Incident Management�HPD:HPDSLM:Qualbuilder

! Change Management�CHG:CHGSLM:Qualbuilder

! Asset Management�AST: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 requestService 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


2 Select the Service Target tab.

3 Click Create to open the Service Target wizard.

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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-time�The incident request must be responded to within the time specified.

! Incident Resolution-time�The incident request must be resolved within the time specified.

8 Click Define next to the Terms and Conditions field to open the Qualification Builder.


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



3 Click Create to display the Service Target wizard.

4 Enter the basic information.




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.


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 ManagementYou 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

2 Depending on the SLM Status, click Details or the icon to display the SLM:Integration Dialog form.

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.

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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

Table 8-3 describes the information in the SLM:IntegrationDialog form.Table 8-3: Information on the SLM:IntegrationDialog form

Color or field Description

Green The service target is in compliance.Yellow The service target has a warning status.Red 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 The amount of time left until the goal is considered missed.Time Past Due The amount of time that has passed since the goal was due.

Field Description

Incident ID The ID of the incident.Details Click to see details about the selected service targets.Service Target tableSVT Title The name of the service target.Goal The type of goal for the service target:

! Response-time goal�The incident request must be responded to within the time specified.

! Resolution-time goal�The incident request must be resolved within the time specified.

Hours/Min The response or resolution time stipulated in the goal.Cost Per Min The cost per minute for missing the response or resolution time

goal.Due Date/Time The goal time within which either a response or a resolution for the

incident must occur; otherwise the goal is missed.Progress The status of the service target:

! Attached�The service target has been attached to the incident.! Detached�The service target has not been attached to the

incident.! In Process�Work on the request is taking place.! Pending�Work on the request is stopped (for example, waiting

for a part, or waiting for a response from the submitter).! Warning�The service target is at risk.! Missed or Met�The service target has either missed or met its

goal.! Invalid�The service target is disabled.

Milestones for SVT



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 requestService 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



3 Click Create.

The Service Target wizard appears.


5 Optionally, enter a description of the service target in the Description field.

6 From the Applies To list, select Infrastructure Change.


! Change Request Initiation�Work on the change request must be started within the time specified

! Change Request Completion�The change request must be completed within the time specified



Title The title of the milestone.Execution Time The time that the milestone actions are executed.Status The current status of the milestone. The status is either active or

inactive (pending), or Action Performed.

Field Description

176 User’s Guide


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.

12 In the Assignment tab, enter criteria in the Change Manager and Change Assignee categories.



An example of a qualification is as follows:'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' = $\NULL$





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.


9 Click OK to return to the Qualification Builder, the system enters your Qualification in the Qualification field.


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 Change ManagementYou 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

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

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.

Item Status

Green The service target is in compliance.Yellow The service target has a warning status.Red The service target has missed its goal.Due Date and Time 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.


178 User’s Guide


Table 8-6 describes the information in the SLM:IntegrationDialog form.Table 8-6: Information on the SLM:IntegrationDialog form

Column Description

Case ID The ID of the change request.Details... Click to see details about the selected service targets.Service Target tableSVT Title The name of the service target.Goal The type of goal for the service target:

! Initiation goal�The change request must be responded to within the time specified

! Completion goal�The change request must be resolved within the time specified.

Hours/Min The initiation or completion time stipulated in the goal.Cost Per Min The cost per minute for missing the initiation or completion time

goal.Due Date/Time The goal time within which there must either be an initiation or a

completion for the change request otherwise the goal is missed.Progress The status of the service target:

! Attached�The service target has been attached to the change request

! Detached�The service target has not been attached to the change request

! In Process�Work on the change request is taking place! Pending�Work on the change request is stopped, for example,

waiting for a part! Warning�The service target is at risk! Missed or Met�The service target has either missed or met its

goal! Invalid�The service target is disabled.

Milestones for SVTTitle The title of the milestone.Execution Time The time the milestone actions are executed.Status The current status of the milestone, this is either active or inactive

(pending), or Action Performed.



Integration with Release ManagementYou 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 requestService 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



3 Click Create.

The Service Target wizard appears.


5 Optionally, enter a description of the service target in the Description field.

6 From the Applies To list, select Releases.


! Release Request Initiation�Work on the release request must be started within the time specified

! Release Request Completion�The release request must be completed within the time specified



9 Enter any criteria that you want to use to build the qualification. The Milestone field is required.

10 Enter information in the Description, Service, Priority, Milestone, and Release Type fields.

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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.



An example of a qualification is as follows:'Priority' = "Critical" AND 'Location Company' = "Calbro Services" AND'Department' = "Research and Development" AND 'Product Cat Tier1' = "Hardware" AND 'Product Cat Tier 2' = "Inventory" AND 'Product

Cat Tier 3' = "Laptop".








7 Select Custom Qualification to open the Advanced Qualification Builder.

8 Select Yes in the Message box.


10 Click OK to return to the Qualification Builder. The system enters your Qualification in the Qualification field.




Continue creating your service target using steps 2, 3, and 4 of the Service Target wizard., as described in BMC Service Level Management User�s 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

Milestone and action templates are supplied with the integration.Table 8-8: Milestones templates

Table 8-9: Milestone Action templates

Template title Description Start When Stop When Exclude

Release Request Completion

Measure release request completion service

�Release Status� = �Registered�

�Release Status� = �Completed�

�Release Status� = �Pending�

Release Request Initiation

Measure release request initiation service

�Release Status� = �Draft�

�Release Status� = �Registered�

�Release Status� = �Pending�

Template title Description Execute When AT Execute If

Release 50% Milestone

Release 50% Milestone of Completion

Percentage of Goal Time From Start

50% of Goal �Release Status� < �Completed�









Template title Description

Notify Release Manager at 50% Notifications on Releases to notify the Release manager at 50% milestone



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Integration with Release Management

Viewing service targets related to a release requestYou 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

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

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.

Item Status

Green The service target is in compliance.Yellow The service target has a warning status.Red The service target has missed its goal.Due Date and Time 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 following table describes the information in the SLM:IntegrationDialog form.Table 8-12: Information about the SLM:IntegrationDialog form

Column Description

Release ID The ID of the release request.Details... Click to see details about the selected service targets.Service Target tableSVT Title The name of the service target.Goal The type of goal for the service target:

! Initiation goal�The release request must be responded to within the time specified

! Completion goal�The release request must be resolved within the time specified.

Hours/Min The initiation or completion time stipulated in the goal.Cost Per Min The cost per minute for missing the initiation or completion time

goal.Due Date/Time The goal time within which there must either be an initiation or a

completion for the release request otherwise the goal is missed.Progress The status of the service target:

! Attached�The service target has been attached to the release request

! Detached�The service target has not been attached to the release request

! In Process�Work on the release request is taking place! Pending�Work on the release request is stopped, for example,

waiting for a part! Warning�The service target is at risk! Missed or Met�The service target has either missed or met its

goal! Invalid�The service target is disabled.

Milestones for SVTTitle The title of the milestone.Execution Time The time the milestone actions are executed.Status 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 beginYou 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 Mid-Tier (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.

2 Create a set of Active Links that will execute appropriately for your design. Each Active Link should consist of the following 2 separate Actions:

! 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



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 multiple service targets are attached to the request

! 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.



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 Administrator�s Guide.

Creating service targets for a service requestWhen 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





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.


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

! True�The 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.

! False�The user is not an unknown user.

! Requested By category:

! Company

! Organization

! Department

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.








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 Qualification in the Qualification field.




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 CIsIn 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





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.



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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 Type�CI 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.

! Priority�Select the importance of the request from the following options:

! Critical

! High

! Medium

! Low

! Unavailability Class�Specifies 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 Type�select from the following options:

! Scheduled Full�The 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 Partial�The 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 Full�The 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 Partial�The 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 Company�The company that is providing the service.

! Support Organization�The service organization within the company.

! Assigned Group�The group to which the request is assigned.

! Assigned Group ID�The ID of the group to which the request is assigned.



10 Click Show Qualification to display your qualification.

An example of a qualification is as follows:'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




4 Enter the basic information.




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 CIYou 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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Using BMC SLM with BMC Service Request Management

! 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 Administrator�s Guide.

Accessing BMC SLM from the BMC PortalYou 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.



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 Target�This enables you to create a service target using the selected CI�s 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 Agreements�This opens the main Service Level Management console showing the agreements that are related to the selected CI.

! Launch > View SLM Dashboard�This 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:

! New�This enables you to create a service target using the selected CIs� status values to define the goals.

! Manage�This 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

! 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.

Period Frequency of calculation

Daily Every hourWeekly Every 4 hoursMonthly Every dayQuarterly Every day



! 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.

196 User’s Guide

Glossary

access permissionSee permission group.

actionA 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 See Application Administrator.

Administration consoleSee Application Administration console.

agreementA 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 ownersA 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 individual responsible for the management of the BMC SLM applications, including setting up forms, setting access rights for users, and creating configurations.

Application Administration consoleThe 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 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 targetA 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)

An infrastructure built on BMC Remedy AR System and used to build data models and define datasets.

BSMSee Business Service Management (BSM).

Bulk Performance Manager NodeA 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)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.

CCMSee Change and Configuration Management.

Change and Configuration ManagementAn 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 managementAs 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.

CISee configuration item (CI).

CI browserA component of ITSM. The CI browser lets you search for and view CIs and their relationships.

CI outage service targetA service target that measures the outages of a CI by recording the start and end times in a form.

CI outageThe downtime of a CI.

CI unavailabilityThe downtime of a CI.

CI unavailability recordThe 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.

client tier The architecture level where BMC Remedy AR System clients operate within the multitier system.

CMDBSee BMC Atrium Configuration Management Database (CMDB).

Collection NodeThe 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 PointThe component in the BMC SLM application that is responsible for collecting the data. You can add multiple collection points with different port numbers.

CollectorThe component in the BMC SLM application that manages the collection points and retrieves data.

Collector Configuration ConsoleA 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 targetA 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.

Glossary

compliance-only service targetA 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 targetA 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.

configurationSets of CIs that are required by different groups of people in the company.

configuration item (CI)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 DatabaseSee BMC Atrium Configuration Management Database (CMDB).

contractA 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.

dashboardWeb-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 CIA CI out of service for repairs or not working.

escalation 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 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 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 roleA defined role used for notifications and to extend access granted by permission groups.

globalA setting that applies changes or defines certain parameters for all companies in a multi-tenancy environment. See also multi-tenancy.

Glossary 199


goalMeasurement 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 userUsers who have not been configured with login information in the People form. Guest users cannot create change requests.

incidentAny 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®)A set of guidelines for the management and provision of operational IT services.

ITILSee 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 errorA problem that has been successfully diagnosed and for which a temporary work-around or permanent solution to the known error has been identified.

KPISee key performance indicator (KPI).

measurement The metric by which supervisors measure the ability of the support staff to meet their agreements.

milestoneA 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.

multi-tenancyA 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 paneAn area on the left side of consoles that provides links to functionality and links to other programs.

notification A message sent to a user by workflow. Notification can be in the form of an alert, email message, or other method using integrations.

OLASee operational level agreement (OLA).

operational level agreement (OLA)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 One of a number of functions that enable you to define advanced searches or build qualifications.

parent/child contractA parent, or main, contract that has other children, or subcontracts, associated with it.

performance-level service targetA 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.

200 User’s Guide

Glossary

performance-monitoring service targetA 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 groupA 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 flowShows 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 fieldAn 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 targetA 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.

requesterA 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.

Requester consoleThe 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 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 periodA 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 SLA�s 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).

ROISee return on investment (ROI).

role A set of responsibilities, activities, and authorizations, usually within the context of a single application or a business system.

service catalogA list of IT services, default levels, and options.

Glossary 201


service level agreement (SLA)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)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 requestA 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 consoleSee Requester console.

service targetThe 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 fieldAn advanced action that allows you to pull information from other forms to set in the form for which you are creating the agreement.

BMC SLMSee service level management (BMC SLM).

submitterA person who reports a problem, makes a request, or enters information into a database.

submitter group 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.

template1. 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 user�s support group and the type of incident or change request.

terms and conditionsThe 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 targetA 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.

topologyThe pattern of links connecting pairs of nodes of a network.

UCSee underpinning contract (UC).

underpinning contract (UC)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.

202 User’s Guide

Glossary

work-aroundA temporary resolution to an incident, problem, or known error.

workflowThe automated set of business processes used to run a company.

Glossary 203


204 User’s Guide

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

Aaccessing

BMC SLM Help system 25Customer Dashboard 136, 157dashboards 136SLM Console 22

actionscreating for milestones 64, 65pushing field information 70running executables 68sending

alerts 66email messages 66pages 68

setting fields 68setting values 66

Add Attachment dialog box 73Administration tab 127agreements

about 29auditing 74building 75business service 61compliance

calculating 31history 33

components 30copying 75creating 60dashboards and 136deleting 75dependent 76logging changes 74milestones 31, 64modifying 75moving 75multiple service providers and 56operational level 30

agreements (continued)penalties

about 31adding 63modifying 64tab 62viewing 64

relatingattachments to 73current contracts to 72new contracts to 72service targets to 61to contracts 54

reports 162review periods

removing 63setting 62

rewardsabout 31adding 63modifying 64tab 62viewing 64

searching for bySLM Dashboard 143

service level 30templates 50types 29unrelating

attachments 74contracts 55, 73

viewingcompliance data 157compliance percentages 159cost history 159costs 145history 143information 136penalties 145related attachments 72related contracts 72rewards 145

Index 205


agreements (continued)viewing in

Agreements table 141, 158SLM Console 21Summary of Agreements and Related

Contracts table 145viewing status 195weighting service targets in 32working with 59

Agreements form 60Agreements tab

Contract Information form 54Service Level Management Console 60, 76SLM Console 21

Agreements tableCustomer Dashboard 157Dashboard 151SLM Dashboard 140

Alert or Email Action dialog box 66alerts, sending 66Allow service target to reopen 87, 96, 103architecture, BMC SLM 28arithmetic expressions, using to set KPIs 120Asset Management

See also configuration itemsintegrating with BMC SLM 190

assignment reports 163Associate Collection Node tab 125AST:CI Unavailability form 97Attached measurement status

availability 39request-based 39

Attachment Data tab 73Attachment Information dialog box 73attachments

relating agreements 73unrelating agreements 74viewing related agreements 72

Audit Trail tabtracking agreement changes 74tracking service target changes 126

auditingagreements 74service targets 126

availability service targets 89about 36compliance 46goal and cost schedules 92lifecycle for CIs 48, 91measurement criteria 44milestones 96qualifications 40

availability service targets (continued)referencing a time 48setting goal measurement criteria 94setting single goals and costs 83, 91, 101status 39viewing 149

Available measurement status 39

BBMC Impact Explorer, accessing BMC SLM 193BMC Remedy AR System

about Integrations 13BMC SLM and 172Flashboards license 136forms for compliance-only service targets 108

BMC Remedy Useropening SLM Console 22

BMC SLMSee also SLM Consoleabout 12, 18agreements 29applications, integrating with BMC SLM 13architecture 28available documents 14BMC Remedy AR System applications and 172Console 20contracts 29dashboards 136Help system 25integrating with

Asset Management 190Change Management 176Incident Management 172ITSM applications 172other applications 172Requester Console 188

integrating with ITSM applications 13permissions, user role 20reports 161�170segmenting data for multiple tenants 56service targets 35, 77status gauge 175, 178, 183status icon 174, 178structure 28tables, working with data 24understanding 28user roles 18

BMC Software, contacting 2BMC Transaction Management Foundation

KPI 42Boolean expressions, using to set KPIs 121

206 User’s Guide


browsers, opening SLM Console in 22building, agreements 75business relationships manager role 19business schedules

See also schedulessetting service target 92, 93, 114, 115, 116

business servicesagreements 60dashboards 153

business time, transferring requests 129

CChange Management

See also change requestsintegrating with BMC SLM 176viewing service targets 178

change requestsbuilding custom qualifications 177, 181creating service targets for 176, 180

chartsCompliance Status 145Impact Costs and Penalties/Rewards 145Penalties and Impact Costs 159Related Service Target Measurements 142service target status 146SLA Compliance

Customer Dashboard 159SLM Dashboard 143

CI Compliance View dashboard 150CI outage service target

calculations 106outage occurrence rules 106outage scenarios 106

CI Outage service targetsconditional 102, 103creating 98generic 102, 103milestones 104relating CIs 99setting single costs 100

CI outage service targets 97CI relationships

graphical representation 125CI, creating an outage 105CI, viewing an outage 105CIs. See configuration itemscollection nodes

mapping 126Collection Nodes, mapping 126comment, Dashboard 152comments, adding compliance 141

complianceagreement history 33availability 46calculating agreement 31comments 141milestones 64performance-monitoring 46reports 163request-based 33retroactive data modification 49review periods 62, 63viewing

agreement 157in SLM Dashboard 138percentages 159

weighting service targets for 32Compliance chart, Dashboard 152Compliance contents pane 138Compliance Status chart 145Compliance tab

about 138Agreements table 140comments 141filters 139measurements 140Related Service Target Measurements chart 142Related Service Target Status table 142SLA Compliance chart 143

compliance-only service targets 108BMC Remedy AR System forms and 108qualifications 40status 40

conditionschange request 176, 180incident request 172service target 40unavailable CI 190

Configuration Item Status table, Dashboard 150configuration items

building qualifications for unavailable 192creating service targets for unavailable 190lifecycle in availability service targets 48, 91viewing

BMC Impact Explorer 194outage in BMC Remedy Asset

Management 105, 106related service targets 192service targets related to outages 193unavailability information 192

Contract Information dialog box 72Contract Information form 52, 54contract, creating 52

Index 207


contractsabout 29copying 55deleting 55groups for 57modifying 55relating

agreements to 54new to agreements 72to agreements 72

roles for 57searching for 55searching for in

SLM Dashboard 143underpinning

about 30creating 60

unrelating agreements 55, 73viewing history 143viewing related agreements 72

Contracts Console 52, 54Contracts/Attachments tab 72copying, service targets 128costs

penalties 31reports 163, 166rewards 31setting CI Outage service target schedules 101setting service target schedules 92, 115setting single for CI Outage service targets 100setting single for service targets 83, 91, 101viewing

agreement 145agreement history 159service target status 146

Create New Milestone dialog boxagreements 64

creatingagreement directory structures 23agreements 60alert actions 66compliance comments 141dependent agreements 76email message actions 66folder for navigation pane 23forms for compliance-only service targets 108operational level agreements 60pager actions 68penalties 63push fields actions 70reports 162review periods for agreements 62

creating (continued)rewards 63run process actions 68service level agreements 60service targets

change request 176, 180incident request 172service request 188

set fields actions 68set value actions 66SLM:Object form entries 71

creating service targetsadvanced mode 78basic mode 78

creating service targets, overview 78Crystal Reports

running on the Web 170support for 162

Customer DashboardSee also dashboards; SLM Dashboardabout 157accessing 136, 157Agreements table 157Penalties and Impact Costs chart 159Related Service Targets table 158SLA Compliance chart 159URL 136, 157

customer role 18customer support 3Customer tab

change request 177incident request 173

customizing reports 167

DDashboards

See also Customer Dashboard; SLM Dashboardabout 136Agreements table 151business services 153comment 152Compliance chart 152Configuration Item Status table 150Customer 157displaying icons 160Impact Costs and Penalties chart 152logging on 136Service Level Management 138Service Targets table 153SLA Related Service Target Measurements

table 153

208 User’s Guide


Dashboards (continued)status icons 136use cases 155Worst Case Agreement Compliance chart 151Worst Case Agreements Status table 150

datamissing, rules 45, 117retroactive modification of compliance 49segmenting for multiple tenants 56

data sourcesITSM applications 172request-based service target 36

deletingagreement directory structure levels 23review periods 63service targets 129

dependent agreementsSee also agreementsabout 76

Detach feature, service target 40disabled service targets 38documents

BMC SLM 14solution 14

Eemails

attachment 68extra messages 67link to application request 68long messages 67sending 66template 68

enabled service targets 38executables, running 68expressions

performance-monitoring 41setting KPIs with

arithmetic 120Boolean 121single 119

transferring 125

Ffields

pulling information from 68pushing information to 70specifying values for 66

filtersCompliance tab 139viewing service target information 127

Follow the Sunconfiguring 130multiple servers 131overview 129use cases 131

formsAdd Attachment 73Agreements 60Alert or Email Action 66Attachment Information 73Contract Information 52, 54, 72Create New Milestone, agreements 64Goal and Cost Schedule 116INT:SLMSRM:Qualbuilder 172Milestone For 65Options 162Pager or Run Process Action 68Penalty and Rewards 63, 64Push Fields Action 70Qualbuilder forms 172Qualification Name 168Searching for Agreements 76Searching for Attachments 73Searching for Contracts 72Searching for Service Targets 62Set Fields Action 68Set Value Action 66SLM

Integration Dialog 175Measurement 106

SLM:Object form 71SLM:Service Request 44source 71

frequencymeasurement 140about processing 45setting 117

Index 209


GGeneral tab 53Goal and Cost Schedule dialog box 116goals

service target 81, 82, 83, 90, 91, 92, 99, 110, 112, 113, 114

service target schedule 92, 115setting single for service targets 83, 91, 101start times for request-based 84, 101viewing service target status 138

Graphical CI Selector 125groups

multiple service providers and 57specifying for contracts 57

HHelp system, BMC SLM 25history

agreement compliance 33viewing

agreement 143contract 143

Iicons

Best Practice 12BMC SLM compliance status in BMC Impact

Explorer 196dashboard status 136displaying in dashboards 160New 12

Impact Costs and Penalties chart, Dashboard 152Impact Costs and Penalties/Rewards chart 145In Process measurement status 39Incident Management

See also incident requestsintegrating with BMC SLM 172internal targets 172

incident requestsbuilding custom qualifications 173creating service targets for 172viewing related service targets 174, 178, 183viewing response and resolution time 149

integrating BMC SLM with ITSM applications 13integrating BMC SLM with other applications 172internal targets, Incident Management 172invalid service targets 38

ITSM applicationsdata sources 172integrating with BMC SLM 172qualification builder forms and 172

Kkey performance indicators

about 42arithmetic expressions and 120Boolean expressions and 121numeric values 42, 119selecting for performance-monitoring 118single expressions and 119status 42, 119transferring expressions 125

KPI definitionmultiple CIs 124single CI 123

KPIs. See key performance indicators

Llicenses, BMC Remedy AR System Flashboards 136lifecycle interval, overview 98logging

agreement changes 74service target changes 126

logging in todashboards 136SLM Console 22SLM Console, first time 22

logging out of SLM Console 25

Mmanagers providing service role 19mapping

Collection Nodes 126collection nodes 126SIM status to BMC SLM service target status 122

measurementscriteria

availability 44request-based 43

frequency 140options

request-based 44service target 43setting availability 94status

210 User’s Guide


measurements (continued)availability 39compliance-only 40performance-monitoring 39request-based 39

viewing 140, 142Met measurement status 39Met/Missed measurement status 39Milestone For dialog box

agreements 65milestones

about 64availability service target 96CI Outage service target 104creating actions 65creating for agreements 64performance-monitoring 49, 117request-based 88setting for agreements 31setting for CI Outage service targets 104setting for service targets 87, 96, 117setting times to ignore 83, 84, 92, 93, 114, 115, 116viewing 127

Milestones tab 64Missed Goal measurement status 39Missed measurement status 39missing data

rules 45, 117modifying

agreements 75compliance data retroactively 49penalties 64rewards 64service targets 128

movingagreements 75service targets 128

multiple service providersabout 56enabling 56roles

SLM Config 57SLM Manager 57SLM Unrestricted Manager 57specifying for contracts 57

specifying groups for contracts 57

Nnavigating SLM Console 21navigation pane

Compliance tab 138creating new folder 23dashboards 146Service Targets tab 146SLM Console 21

nodes, mapping collection 126numeric value KPIs 42, 119

OOLAs. See operational level agreementsopening

BMC SLM Help system 25SLM Console in browsers 22SLM Console with BMC Remedy User 22

operational level agreementsSee also agreementsabout 30creating 60internal targets and 172

Options dialog box 162outage occurrence rules, for CI outage service

targets 106outage scenarios, for CI Outage service targets 106

PPager or Run Process Action dialog box 68pages, sending 68panes

Compliance contents 138navigation

Compliance tab 138Service Targets tab 146SLM Console 21

penaltiesabout 31adding 63displaying 64modifying 64specifying 62viewing 145

Penalties and Impact Costs chart 159Penalty and Rewards dialog box 63, 64Pending measurement status 39Performance-based Service Target Metrics report 164

Index 211


performance-monitoring service targetsabout 37compliance 46expressions 41goal and cost schedules 115KPIs 42measurement options 45milestones

about 49creating 117

missing data rules 117processing frequency 117selecting KPIs 118status 39viewing 148

performance-monitoring, service targets 111Periods of Unknown Data report 166permissions

Reporting Admin 20Reporting User 20RequestMaster 188SLM Config 20SLM Console and Dashboards User 20SLM Customer 20SLM Manager 20SLM Unrestricted Manager 20user roles 20

predefined reports 162preferences, setting report 162printing

reports 162processing frequency

about 45setting 117

product support 3Push Fields Action dialog box 70push fields actions 70

QQualbuilder forms 172Qualification Builder

Customer tabchange requests 177incident requests 173

Qualification Name dialog box 168

qualificationscustomizing

change request 177, 181CI unavailability 192incident request 173service request 189

generatingreports with 167reports with advanced 169reports with saved 169

saving for reports 168service target 40

RRelated Measurements table 148Related Service Target Measurements chart 142Related Service Target Status table 142Related Service Targets tab 61Related Service Targets table 158Related Service Targets table, Dashboard 153relating agreements to

attachments 73contracts 54, 72new contracts 72service targets 61

renaming agreement directory structures 23Report Console 167Reporting Admin permission 20Reporting User permission 20reports 161

assignment 163compliance 163cost 163, 166customizing 167generating

about 162on the Web 170with advanced qualifications 169with qualifications 167with saved qualifications 169

Performance-based Service Target Metrics 164Periods of Unknown Data 166predefined 162printing 162Request-based Service Target Metrics 164saving qualifications 168service target 164Service Target Results by SLA 165Service Target Status and Detail Metrics

Daily 165

212 User’s Guide


reports (continued)Service Target Status and Detail Metrics

Hourly 165setting preferences 162SLA Compliance and Costs by Contract 163SLA Compliance Graph 163SLA Compliance Summary 163SLA Cost Summary 163SLA Daily Compliance for One Week 163SLA Daily Impact Cost for One Week 163SLA Monthly Compliance for Six Months 163SLA Monthly Impact Cost for Six Months 164SLA Quarterly Compliance by Year 163SLA Quarterly Impact Cost by Year 164SLA Team Assignment 163SLA Weekly Compliance for One Month 163SLA Weekly Impact Costs for One Month 164unknown 166viewing 162working with BMC SLM 161�170

Request-based Service Target Metrics report 164request-based service targets 80

about 35compliance 33creating milestones 88data sources 36goal and cost schedules 92goal start times 84, 101measurement criteria 43measurement options 44, 87, 96, 103qualifications 40resolution time 35response time 35set warning status 86, 95setting single goals and costs 83, 91, 101status 39viewing 149

Requester ConsoleSee also service requestsintegrating with BMC SLM 188

RequestMaster permission 188Reset goal for same request 87, 96, 103resolution time

service targets 35viewing incident request 149

response timeservice targets 35viewing incident request 149

retroactive modification of compliance data 49

review periodsremoving from agreements 63setting for agreements 62SLM Trends tab 143

Review Periods/Penalties Rewards tab 62rewards

about 31adding 63displaying 64modifying 64specifying 62viewing 145

rolesmultiple service providers

about 57SLM Config 57SLM Manager 57SLM Unrestricted Manager 57

permissionsabout 20Reporting Admin 20Reporting User 20SLM Config 20SLM Console and Dashboards User 20SLM Customer 20SLM Manager 20SLM Unrestricted Manager 20

specifying for contracts 57users

about 18business relationship managers 19customers 18managers providing service 19service level managers 19SLA Creators 19technicians providing service 19

rules, missing data 45, 117running executables 68

Ssaving, report qualifications 168schedules

See also business schedulesabout service target 82, 83, 91, 92, 113, 114costs for CI Outage service targets 101default setting for CI Outage costs 101default setting for goals and costs 85, 93, 116goals and costs for service targets 92, 115

searching foragreements 75service targets 128

Index 213


Searching for Agreements dialog box 76Searching for Attachments dialog box 73Searching for Contracts dialog box 72Searching for Service Targets dialog box 62sending

alerts 66email messages 66pages 68

service level agreementsSee also agreementsabout 30creating 60

Service Level Management Console. See SLM ConsoleService Level Management Dashboard. See SLM

DashboardService Level Management. See BMC SLMservice level manager role 19Service Model Editor, accessing BMC SLM 194service requests

building custom qualifications 189creating service targets for 188

service targetperformance-monitoring 111

Service Target Latest Status table 147Service Target Results by SLA report 165Service Target Status and Detail Metrics Daily

report 165Service Target Status and Detail Metrics Hourly

report 165service target templates 80service targets

about 35allow to reopen 87, 96, 103auditing 126availability 89

about 36creating milestones 96goal and cost schedules 92lifecycle for CIs 48, 91measurement criteria 44qualifications 40referencing a time 48setting single goals and costs 83, 91, 101status 39viewing 149

building 128business service 61

service targets (continued)CI Outage 97

conditional 102, 103cost schedules 101creating 98generic 102, 103milestones 104relating CIs 99viewing outages 105, 106

compliance-only 108qualifications 40status 40

components 38copying 128creating

basics (Step 1) 90costs (Step 2) for CI Outage 100goals, costs, and schedules (Step 2) 82, 83, 91,

92, 113, 114measurement criteria (Step 3) 85, 86milestones (Step 4) 87, 96, 117milestones (Step 4) for CI Outage 104

creating availability (Step 1) 90, 91creating availability (Step 2) 91, 92creating availability (Step 3) 94, 95creating availability (Step 4) 96creating CI Outage (Step 1) 99, 100creating CI Outage (Step 2) 100, 101creating CI Outage (Step 3) 102, 103creating CI Outage (Step 4) 104creating compliance-only (Step 1) 110, 111creating for

change requests 176, 180incident requests 172service requests 188unavailable CIs 190

creating in advanced mode 78creating in basic mode 78creating performance-monitoring (Step 1) 112,

113creating performance-monitoring (Step 2) 113,

114creating performance-monitoring (Step 3) 117creating performance-monitoring (Step 4) 117creating request-based (Step 1) 81, 82creating request-based (Step 2) 82, 83creating request-based (Step 3) 85, 86creating request-based (Step 4) 87dashboards and 136deleting 129Detach feature 40disabled 38

214 User’s Guide


service targets (continued)enabled 38goals, specifying 81, 90, 99, 110, 112invalid 38mapping Collection Nodes 126measurement status 38measurements 43modifying 128moving 128overview 78performance-monitoring

about 37compliance 46creating milestones 117expressions 41goal and cost schedules 115key performance indicators 42measurement options 45milestone criteria 49missing data rules 117processing frequency 117selecting KPIs 118status 39viewing 148

qualifications 40relating to agreements 61reports 164request-based 80

about 35compliance 33creating milestones 88goal and cost schedules 92goal start times 84, 101measurement criteria 43measurement options 44qualifications 40set warning status 86, 95setting single goals and costs 83, 91, 101status 39viewing 149

resolution time 35response time 35setting

business schedules 92, 93, 114, 115, 116costs 82, 83goals 82, 83milestones 87, 96, 117milestones for CI Outage 104

specifying agreement types 82, 91, 100, 111, 113

service targets (continued)status

about 38charts 146specifying 82, 100, 111

tabsSLM Console 21SLM Dashboard 146

terms and conditions 40troubleshooting 127types 35viewing

cost status 146filters 127information 136measurements 142milestones 127real-time status 147related CI outages 193related CIs 192related incident requests 174, 178, 183status 158

viewing inChange Management 178SLM Console 21

weighting 32, 62working with 77

Service Targets tabSLM Console 21SLM Dashboard

about 146Related Measurements table 148Service Target Latest Status table 147

Set Fields Action dialog box 68set fields actions 68Set Value Action dialog box 66set value actions 66single expressions, using to set KPIs 119SLA Compliance and Costs by Contract report 163SLA Compliance chart

Customer Dashboard 159SLM Dashboard 143

SLA Compliance Graph report 163SLA Compliance Summary report 163SLA Cost Summary report 163SLA Creator role 19SLA Daily Compliance for One Week report 163SLA Daily Impact Cost for One Week report 163SLA Monthly Compliance for Six Months report 163SLA Monthly Impact Cost for Six Months report 164SLA Quarterly Compliance by Year report 163SLA Quarterly Impact Cost by Year report 164

Index 215


SLA Related Service Target Measurements table, Dashboard 153

SLA Team Assignment report 163SLA Weekly Compliance for One Month report 163SLA Weekly Impact Costs for One Month report 164SLAs. See service level agreementsSLM

Integration Dialog 175Integration Dialog form 175

SLM Config permission 20SLM Config role 57SLM Console

See also BMC SLMabout 20Agreements tab 21Help system 25logging in 22logging in, first time 22logging out 25navigating 21navigation pane 21opening in browsers 22opening with BMC Remedy User 22Service Targets tab 21viewing

agreements 21service targets 21

work area 21SLM Console and Dashboards User permission 20SLM Customer permission 20SLM Dashboard

See also dashboards; Customer DashboardCompliance contents pane 138Compliance tab 138searching for agreements 143searching for contracts 143Service Targets tab 146SLM Trends tab 143

SLM Manager permission 20SLM Manager role 57SLM Measurement form 106SLM Trends tab

about 143Compliance Status chart 145filtering agreements 143Impact Costs and Penalties/Rewards chart 145review periods 143searching for agreements 143searching for contracts 143Summary of Agreements and Related Contracts

table 144SLM Unrestricted Manager permission 20

SLM Unrestricted Manager role 57SLM:Object form 71SLM:Service Request form 44solutions, available documents 14source forms 71start times, request-based goal 84, 101status

dashboard icons 136KPI 42, 119mapping between SIM and BMC SLM 122real-time service target 147service target 38service target charts 146service target measurement 38specifying for service targets 82, 100, 111viewing

agreement compliance 138agreement compliance history 145in BMC Remedy Change Management 178,

183in BMC Remedy Incident Management 175service target cost 146service target goal 138service target tab 146service target table 158

viewing for agreements 195status gauge 175, 178, 183status icon 174, 178, 183structure, BMC SLM 28Summary of Agreements and Related Contracts

table 144support, customer 3

Ttables

AgreementsCustomer Dashboard 157SLM Dashboard 140

Related Measurements 148Related Service Target Status 142Related Service Targets 158Service Target Latest Status 147Summary of Agreements and Related

Contracts 144working with in SLM Console 24

216 User’s Guide


tabsAdministration 127Agreements

Contract Information form 54SLM Console 21, 60

Associate Collection Node 125Attachment Data 73Audit Trail

agreements 74service targets 126

Compliance 138Contracts/Attachments 72Customer, Qualification Builder

change requests 177incident requests 173

General 53Milestones 64Relate Service Targets 61Review Periods/Penalties Rewards 62Service Targets

SLM Console 21SLM Dashboard 146

SLM Trends 143technical support 3technician providing service role 19templates

about 50email 68

templates, using 80terms

change request 176, 180incident request 172service target 40unavailable CI 190

trackingagreement changes 74service target changes 126

transferring expressions 125troubleshooting service targets 127types

agreement 29service target 35

UUCs. See underpinning contractsunavailable CIs

building custom qualifications 192creating service targets for 190viewing information 192

Unavailable measurement status 39underpinning contracts

See also agreementsabout 30creating 60

Unknown measurement status 39unknown reports 166unrelating

agreements and attachments 74agreements and contracts 55, 73agreements and service targets 62

use cases, dashboard 155user roles. See rolesusing service target templates 80

Vviewing

agreementcost history 159costs 145history 143in SLM Console 21in SLM Dashboard 141, 145, 158overview 136penalties 145rewards 145

agreement compliancedata 157status 138

attachments related to agreements 72availability service targets 149CIs related to service targets 192compliance percentages 159contract history 143contracts related to agreements 72filters, service target 127

Index 217


viewing (continued)historical compliance for agreements 145incident request time 149incident requests related to service targets 174,

178, 183incident response time 149milestones, service target 127penalties 64performance-monitoring service targets 148real-time service target status 147reports 162request-based service targets 149rewards 64service target

Change Management 178cost status 146Dashboards 136goal status 138measurements 142related to CI outages 193SLM Console 21status 146, 158

WWarning status

performance-monitoring service target 39request-based service targets 39, 86, 95

Web, generating reports on 170weighting service targets 32, 62work area, SLM Console 21Worst Case Agreement Compliance chart,

Dashboard 151Worst Case Agreement Status table, Dashboard 150

218 User’s Guide

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Documents

SLM 7.6.00 User Guide