User goals and features

Application administrators

• Installing and upgrading BMC Service Level Management
• Configuring BMC Service Level Management
• Managing BMC Service Level Management access control by assigning permissions for the application and its components
• Maintaining BMC Service Level Management by adding and deleting users, groups, and roles, and backing up BMC Remedy AR System servers.
• Integrating BMC Service Level Management with other applications

Service level administrator

• Planning the service level management implementation
• Defining agreements, service targets, and contracts
• Configuring templates to help service level managers set up service targets and agreements

Planning

Using

Administering

Working with templates

Reporting administrator

• Designing, developing, and scheduling service level reports

Using

Using reports

SLM manager

• Viewing reports and dashboards to gather information on status of services

Using

Using dashboards

Customer (end user)

• Viewing the SLM Customer Dashboard.

SLM Customer Dashboard

Developers

• Customizing BMC Service Level Management

Developing