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This documentation supports the 19.08 version of Service Level Management.
To view an earlier version, select the version from the Product version menu.

Defining goals and business schedules for request-based service targets

In Step 2 of 4 of the service target wizard, you specify goals and business schedules to determine whether the service target was met or missed and the financial impact to the business if the goal is not met. You can define a single goal or set different goal schedules for each day. If you are creating a service target to be used in an OLA, typically no costs are involved.

The following table describes fields in this tab of the service target wizard for both basic and advanced modes. Advanced mode includes all fields in the basic mode with additional options you can use to define your service target.

Field/Area on form

Description

Basic/Advanced

Cost

Use Single Goal and Cost allows you to enter a single goal and cost.

Use Goal and Cost Schedule allows you to set up different cost structures for different days and times according to the impact on the business if the agreement is not met. For example, if a server is down between 12:00 a.m. and 6:00 a.m. on Monday morning when few people are accessing the server, you can set the costs incurred at a lower rate than between 1:00 p.m. and 4:00 p.m. on a Wednesday afternoon when most of the employees require access to the server.

Advanced

Single Cost

Hours are target hours that represent the time within which the request must be resolved.

Minutes are target minutes that represent the time within which the request must be resolved.

Impact Cost is currency and the amount that is incurred for each minute the goal is missed.

Basic

Use Goal as defined on the Application Form

Check box to specify a goal has already been set in a form in your application and is specific to the request.

Note

This option is disabled until you configure the data source to allow this option.


Advanced

Use Start Time as defined on the Application Form

Check box to specify an application form field that stores the time when the Start When measurement criteria are met; otherwise, the system time is used.

Note

This option is disabled until you configure the data source to allow this option.


Advanced

Business Schedules

Business schedules allow you to set times when metrics and milestones are ignored and not included in the performance measurements because of business schedules. The Business Entity drop-down menu allows you to select a predefined business entity to determine your service target's business hours or you can check Use on App Form to use the business entity information from the application form.

Basic

Use on App Form

Check box to determine whether or not you want to use the business entity on the application form.

Note

This option is disabled until you configure the data source to allow this option.


Advanced

Name

When you select the Use Goal and Cost Schedule option, this field is enabled to allow you to enter a name for the schedule.

Advanced

View (drop-down menu)

(Required) You must include a default setting to view . A default setting applies to all the times other than those that you have set. For example, if you set costs for Mondays, Wednesdays, and Thursdays, 9:00 a.m. to 5:00 p.m., the default applies to all the days and times outside these settings.

Advanced

Link to this template

Check box to indicate whether or not you want the name linked to the template you are creating.

Advanced

Add

When you select the Use Goal and Cost Schedule option, this button is enabled to allow you to enter goal and cost schedule information. After you specify the goal and cost schedule information, the cost schedule is added to the Goal and Cost Schedule table on the service target wizard. You can set as many cost schedules as you need for your service. You can specify the following goal and cost schedule information:

  • Day-Day you want the measurement to occur.
  • Start Time-Start time for the specified goal and cost.
  • End Time-End time for the specified goal and cost.
  • Cost (per min)-Currency and cost amount that you want to be applied for every minute that the agreement is not met.

Advanced

View

You can view selected goal and cost schedules that appear in the table.

Advanced

Delete

You can delete selected goal and cost schedules that appear in the table.

Advanced

Copy

You can copy selected goal and cost schedules that appear in the table.

Advanced

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