This documentation supports the 19.02 version of Service Desk.

To view the latest version, select the version from the Product version menu.

Managing service targets

If the BMC Service Level Management application is installed, the Incident Request form shows both overview and in-depth information about the incident in relation to the applicable service targets. You can view request-based service targets attached to incident requests. This enables you to see whether the service target has been met, missed, or is in a warning state.

The following video presentation describes how to use service targets to prioritize incident requests.

Disclaimer

Although the concepts and procedures presented in this video are correct, the user interfaces shown are not current.

https://youtu.be/G9fb6WV6FuM

To view service targets related to an incident request

  1. From the Incident Management console, open the relevant incident request record.
  2. View the SLM Status icon from the Navigation pane.
    The following table describes the SLM Statusicon states:

    Icon

    Description

    Status: Not Attached
    No service target is attached to the incident.

    Status: Attached
    Green: The service targets are in compliance.

    Status: Warning
    Yellow: At least one service target is at risk.

    Status: Breached.
    Red: At least one service target did not meet its goal.

  3. Click the icon to display the SLM:IntegrationDialog form to see in depth information about the incident in relation to the applicable service targets.
    The status gauge on the SLM:Integration Dialog form shows the current status of the selected service target. The following table explains the colors and fields on the status gauge:

    Status gauge on the SLM:Integration Dialog 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 goal time within which either a response or a resolution for the incident must occur; 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.


    The following table describes the information in the SLM:IntegrationDialog form.
    Information about the SLM:IntegrationDialog form

    Field

    Description

    Incident ID

    The ID of the incident

    Details

    Click to see details about the selected service targets

    Service Target table

    SVT 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 is attached to the incident.
    DetachedThe service target is not attached to the incident. This occurs when the terms and conditions in the service target are no longer the valid measurements for the attached incident. For example, if the terms and conditions in the service target are set to 'Priority'="High" and you change the priority of the ticket from high to low, then the status of the service target is set to Detached.
    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

    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.

For more information about service targets, see Working with service targets.

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