The BMC Service Level Management (Service Level Management) application enables a service provider, such as an IT organization, a customer support group, or an external service provider, to formally document the needs of its customers or lines of business by using service level agreements, and to provide the correct level of service to meet those needs. Service Level Management also provides a means to review, enforce, and report on the level of service provided. It streamlines the most important task of all, which is the communication between a service provider and its customers. Multiple service targets can be defined and monitored, acting as a bridge between IT service support and IT operations. This enables costs to be controlled and helps to provide a consistent level of service in support of key business services.
The following topics explain the high-level concepts that you need to understand before you use Service Level Management: