Key concepts

The BMC Service Level Management (BMC SLM) application 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 by using service level agreements, and to 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 key business services.

The following topics explain the high-level concepts that you need to understand before you use BMC Service Level Management:

• BMC Service Level Management overview
• Architecture
• Value paths
• Products involved
• ITIL processes
• End-to-end process
• Supporting components for BMC Service Level Management
• User roles