Configuring service targets for tracking case progress
Service targets are a way of monitoring and measuring the performance of the service provider. As a case business analyst, after you have configured BMC Helix Business Workflows, notifications, and knowledge sets, you can configure the service level targets by defining the service-level measurements and service-level milestones.
For more information about service targets, see Service Level Management.
The following table lists the topics that provide more details about how to configure service targets:
|Create a goal type to improve the readability of a service target.||Creating goal types for service targets|
|Configure a data source to calculate service targets differently for each case and task.||Configuring advanced settings on the data source|
|Create business time segments to configure time to include or exclude when calculating service targets, and combine them to attach to a service target||Defining and combining multiple time segments to define business schedules for calculating service targets|
|Configure a service target to ensure that business goals are met.||Configuring service targets|
|Create a service target group to ensure that a single measurement record is created for changes in service target attributes. The single measurement record provides a consolidated time that is spent on resolving a case or task.||Creating and processing of service target groups|
|View audit records for a service target to know who made what changes to the service target and when.||Viewing audit records for service targets|