Phased rollout


This version of the software is currently available only to early adopter SaaS customers as the first step in our phased rollout.

By using BMC Service Level Management (Service Level Management) you can review, enforce, and report on the level of service provided to ensure that adequate levels of service are delivered in alignment with business needs at an acceptable cost. Service Level Management streamlines the communication between a service provider and its customers.

Release notes and notices
updated 17 Mar

Learn what’s new or changed for BMC Service Level Management  version 21.02, including new features, urgent issues, documentation updates, and fixes or patches.


To stay informed of changes to this space, place a watch on this page.

Related topics

Known and corrected issues

Support information

BMC Helix ITSM release notes Open link

March 17, 202121.02 enhancements

For the BMC Helix ITSM enhancements, see BMC Helix ITSM enhancements Open link .

Managing service goals by using Service targets


As an end user, access and navigate the Service Level Management Console to manage service goals.

Defining the service offerings by using agreements


As an end user, access and navigate the Service Level Management Console to manage agreements.

Using reports and dashboards


As an end user, access and understand end user reports and dashboards.



As an administrator, understand the Application Administration Console and the functions to administer BMC Service Level Management.

Onboarding and implementing


As an administrator, set up BMC Service Level Management for your company.



As an administrator, plan the roles and permission groups for your company.



As an administrator, integrate BMC Service Level Management with Action Request System and BMC Helix ITSM.



As a developer, customize BMC Service Level Management and understand the architecture.



Resolve common issues or errors, review logs, or contact Support.


Knowledge Base



PDFs and videos


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The following topics contain videos that supplement the text-based documentation:

Frequently asked questions

Here are some answers to the most frequently asked questions about BMC Service Level Management.

We have completely restructured the BMC Helix ITSM documentation spaces. Some of the older topics have been renamed or merged into other topics. Here is a list of most popular topics in the earlier versions of BMC Service Level Management and where you can find them in the restructured documentation space.

Older topic titleWhere you can find the information now
BMC Service Level Management overviewOrientation
ITIL processesLearning about Service Level Management
Agreement types


Overview of service targetsService targets

Managing service goals by using Service targets

Defining the service offerings by using agreements

Using reports and dashboards

User rolesRoles and permissions
End-to-end processLearning about Service Level Management


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