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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.

Overview of request-based service targets

Request-based service targets measure how long it takes to complete a process, for example, the time taken to resolve a service desk request from the time the request was submitted to the time it was resolved is the total time to accomplish the task. These service targets apply to service desk requests, incident requests, and change requests.

For example, assume we have two sample goal types for a request-based service target and their labels: Incident response time and Incident resolution time.

  • Incident response time
    Refers to the time it takes for the support provider to respond to a request that has been submitted. To respond to an urgent service desk request within one hour of logging an incident request is an example of incident response time.
  • Incident resolution time
    Refers to the time it takes for the support provider to resolve or finish working on the request. To resolve a critical service desk request within one hour of logging an incident request is an example of incident resolution time.



    Example requirements for a service desk service target

    Response time

    Milestone

    Priority

    Resolution time

    Milestone

    Time allocation

    30 minutes

    80% of the time allotted

    Critical

    1 hour

    80% of the time allotted

    24/7

    2 hours

    80% of the time allotted

    High

    4 hours

    80% of the time allotted

    Business hours: 8-5, M-F

    4 hours

    80% of the time allotted

    Medium

    8 hours

    80% of the time allotted

    Business hours: 8-5, M-F

    8 hours

    100% of the time allotted

    Low

    16 hours

    100% of the time allotted

    Business hours: 8-5, M-F

Note

The data source for this type of service target is always a BMC Remedy AR System form that is configured to work with BMC Service Level Management (BMC SLM).

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