Configuring service targets
Configuring service targets is the key functionality of Service Level Management (SLM). The accurate configuration of service targets is important to ensure that the business goals are met. As a case business analyst, you can configure the service targets by specifying the general information, business schedules, measurement criteria, and milestones for a line of business.
Before you begin
If you have not already done so, perform the following tasks:
Read about Service Level Management.
- To use the dynamic start time, end time, goal time, and business entity, configure advanced settings on the data source.
- To use goal types configure goal types for service targets.
- To use notification templates configure the notifications.
- To select the company for which you want to create the service target, ensure that your administrator has created the company. For more information, see
Creating or modifying Organization data
.
- (Version 20.08.01) Make sure that your administrator has created a line of business. For more information about how to create a line of business, see Defining your line of business.
To define or modify service targets
Log in to BMC Helix Business Workflows.
- Click My Application Settings
The Settings page opens in a new browser tab. . - Navigate to Service Level Management>Service Target.
- (Version 20.08.01) From the Line of Business list, select the line of business for which you want to create a service target.
- Click Service Target Configuration.
In the Add Service Target Configuration pane, complete the fields.
In the Goals pane, configure the response time and time segments for the service target.
In the Measurements pane, configure measurement criteria for the service target.
In the Milestone Information pane, configure the milestones for the service target.
You can assign actions to out-of-the-box milestones or create new milestones and actions.Configure milestone actions for the service target.
- Click Save.
Example service target configuration for HR service agents
BMC Helix Business Workflows is used by Company A to manage HR services. The agents of Company A have the following service targets:
- Request response time—Time taken to respond to a request
Request resolution time—Time taken to resolve a request
The following table lists the service target settings, and the measurement and milestone conditions associated with each service target:
Service target | Goal for the service target | Measurement conditions | Milestone | Condition to trigger the milestone |
---|---|---|---|---|
Request response time | 30 minutes | Start When—Case is created Stop When—Case is acknowledged | 10% of the goal time | Case is not acknowledged |
Request resolution time | 1 hour | Start When—Case is created Stop When—Case is resolved | 50% of the goal time | Case is not resolved |
The following video (6:39) explains the steps to configure the Request resolution service target:
Comments
When the terms and conditions along with the Start When qualification defined in the Measurement section is met, the service target is applied to a case or task.
Expecting Service Target should get attached when Terms and Condition matched and gets activated (In Process) Start When condition met
Hi Pratik,
I have verified the description with the SME. The description is correct.
Thanks,
Poonam
Hi Pratik,
Regards, Tejaswini