This documentation supports the 21.05 version of BMC Service Level Management. To view an earlier version, select the version from the product version menu.

Configuring goal types

If you have SLM Config permissions, you can add a customized name to the goal type that is shipped with the application. The name that you configure for each goal type appears in the Goal Type list on the Goals tab of the Service Level Agreements form. This allows you to choose the goal type that you want to use to measure your agreements. 

The goal types, along with sample goal names shipped with the application, are described in the following table. The goals that have been defined appear in the service targets, dashboards, and reports.

Goal types

The standard goal types are listed in the following table: 

Display label

Goal Type

Description

Response Time

For example: Incident

Request-based For example, Incident Resolution Time

With this goal type, the agreement commits to responding to or resolving a request that has been submitted within the specified time period defined in the goals of the agreement. Request-based service targets measure how long it takes to complete a process. The goal type for a request-based service target can be configured to be displayed with any label. The data source for this type of service target is always a Action Request System form that is configured to work with BMC Service Level Management.

Availability

Outage-Availability

With this goal type, the service target measures how long an asset or service is available or unavailable. Availability% is calculated by using the time available divided by the total time minus the excluded time. The goal of the agreement is not to fall short of the availability percentage. Availability service targets measure the time that an asset or service is available or unavailable over a long period. The service target tracks the up and down time of the assets based on defined available and unavailable qualifications.

CI Outage

Outage-Availability

CI Outage service targets record the outages or unavailable instances for a specific CI using fields in the AST:CI Unavailability form.

Application Response Time

For example: CPU Utilization

Performance Monitoring

This goal type is used for monitoring metrics within the infrastructure. For example, the agreement commits to maintaining application response time at a certain level as specified in the service targets. Performance-monitoring service targets are evaluated on system metrics coming from infrastructure items such as servers and applications. They compare the measurements to the goals defined in the service target to determine if the service target is met or missed. The data sources are network management products that produce high-volume, high-frequency data about availability and performance of machines, services, and applications. This type of service target is processed with the Collector. Performance-monitoring goals can be defined when you determine the terms and conditions, or when setting goal and cost details for a service target. They are made up of logical or arithmetic expressions containing key performance indicators (KPIs). When a value is received, the processor compares the value against a predetermined threshold, or evaluates it as part of an expression.

Compliance Only

Compliance-Only

A compliance-only service target is a special service target that enables you to access data already processed by an external source. The compliance-only service target can be related to an agreement and the data is used to evaluate the agreement compliance within the specified review period for the agreement. You create a AR System server form in Developer Studio to hold the data used for the calculation of agreement compliance. If the processed data is contained in a database table outside Action Request System it can be accessed by way of a View form.

To configure goal types

  1. Select  Application Administration Console  > Custom Configuration.
  2. Select Service Level Management > Configure Application Settings.
  3. Double-click Goal Types to display the Configure Service Target Goal Types form.
  4. In the Display Label field, enter a name for the goal.
  5. In the Goal Type field, select the goal type.
    Goals can be any of the following types: Request-Based, CI Outage, Availability, or Compliance Only.
  6. From the Status list, select Active.
  7. (Only for Incident Resolution Time) Select the check box if you want service targets of this Goal Type and Display Label to be used for an incident-resolution-time service target.
    If more than one resolution service target attaches to a request, the earliest resolution date is used for the Estimated Resolution Date. Any later date on an attached service target is ignored if the measurement status moves to a state of Invalid, Met, Missed, or Detached. For other states such as Pending, the next nearest time is used.

    Important

    All updates to the incident record are triggered through the BMC Service Level Management escalation mechanism; therefore, the updates are not immediate. The default delay is every 5 to 10 minutes.

    The Target Date field displays the value only when you change the SVT status to In progressWarning, or Pending.

    For example:

    • An incident has two resolution type service targets, service target 1 with a due date of 1:00 p.m. and service target 2 with a due date of 2:00 p.m. The estimated resolution date (ERD) is 1:00 p.m. When the incident is resolved before 1:00 p.m., the estimated resolution date is not updated.
    • An incident has two resolution type service targets, service target 1 with a due date of 1:00 p.m and service target 2 with a due date of 2:00 p.m. The estimated resolution date (ERD) is 1:00 p.m. The incident goes into a Pending state for two hours, resulting in a new due date of 3:00 p.m for service target 1. The ERD is updated to 2:00 p.m.
      In BMC Service Desk: Incident Management, the Estimated Resolution Date field displays on the Incident form (HPD:Help Desk) as Target Date.
  8. To add the new goal type to the list, click Save.

To delete agreement goal types

  1. To delete a goal type, select the goal type, then click Delete.
  2. Click Yes at the Confirm Operation dialog box.
    The goal type is now deleted from the list. 
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