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