This documentation supports the 20.08 version of BMC Service Level Management, which is available only to BMC Helix subscribers (SaaS).

To view an earlier version, select the version from the Product version menu.

Working with agreements

Service desks use agreements to measure how quickly the service desk staff is responding to or resolving incidents. IT Operations use agreements to measure the performance of systems and components.

See the following topics for more information about how to define, create, and configure these agreements using the Service Level Management Console:

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