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 service target data sources

A BMC Service Level Management (Service Level Management) service target requires a data source for the information that is used in calculations. The data source used depends on the type of service target. The following points describe the different types of data sources and their overall requirements.

  • Data sources for CI outage service targets
    To use CI outage service targets, you must configure the data source first.
  • Data sources for request-based and availability service targets
    If you want to use some of the more advanced Service Level Management features with BMC Helix ITSM applications, these can be configured in the Configure Service Target Data Source form.
  • Data sources for BMC Helix ITSM applications
    BMC Helix ITSM products such as BMC Helix ITSM: Service Desk: Incident Management, BMC Helix ITSM: Change Management, and BMC Helix ITSM: Asset Management are shipped with pre-configured data sources (AR System forms) that integrate with Service Level Management.

Important

  • When you attach a service target to the HPD:Help Desk, CHG:Infrastructure Change, SRM:Request, or the WOI:WorkOrder data sources, and if the service target due date is breached, only the application record SLM Status field is updated to a breached status. The Last Modified By and Last Modified Date fields are not updated.
  • View forms are not supported for custom data sources. View forms can only be used by Compliance type data sources. For more information about compliance type data sources, see Defining compliance-only service targets. For more information on View forms in AR System, see View forms Open link .

About the Administration tab

The Administration tab provides information about the filters that the service target generates. Managers and administrators can use this console for troubleshooting purposes, and can check the success of the underlying workflow for the service target.

The Administration tab contains a table that provides a list of all the rules such as milestones that should have been built. It includes the following information:

  • Rule Name—Displays the name of the rule that is associated with the service target.
  • Status—Shows the status of the service target. Status can be active or inactive.
  • Rule Build Status—Shows whether the service target was built successfully. The status column can contain any one of the following values: Built Successfully, Could Not Be Built, Build in Progress, or Need to be Built. When the service target is first saved, the Build Status is "Build in Progress."

You can check to see whether the rules associated with each service target have been built successfully. If the service target has not been built successfully, you can view the log to find out why not.

See the following topics for more information:

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