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.

Creating service targets for ITSM applications

Service targets created with ITSM applications are internal targets related to operational level agreements (OLAs).

To create service target terms and conditions for an incident request

  1. Log on to the Service Level Management Console.
  2. Select the Service Target tab.
  3. Click Create.
  4. On the  Service Target wizard, in the Title field, enter a title for the service target.
  5. In the Description field, enter an optional description of the service target.
  6. In the Applies To field, select Incident.
  7. In the Goal Type field, select a goal type:
    • Incident Response-time—The incident request must be responded to within the time specified.
    • Incident Resolution-time—The incident request must be resolved within the time specified.
  8. To open the Qualification Builder, click Define next to the Terms and Conditions field.
    For instructions about how to build a custom qualification, see Building custom qualification

    Important

    Every service target within a service target group must have unique terms and conditions.

  9. Enter the criteria that you want to build the qualification.
  10. In the Classification tab, enter criteria from the following categories that you want to use to build the qualification. Fields labeled in bold are required.
    • Incident Service Type and Priority. For more information on Incident Service Type, see  Creating an incident request record without a template Open link .
    • Organization
    • Location
    • Operational Categorization Selection
    • Product Categorization Selection
      Select Exact Match if you want the term used in the qualification to be the same as the term you indicated in the field. If you do not select Exact Match, you can type partial words to be used in the qualification.
  11. In the Assignment tab, enter criteria that you want to use to build the qualification from the Incident AssigneeIncident Owner, and Vendor Information fields.
  12. Click Show Qualification to enter your qualification in the Qualification field.
  13. Save your qualification.
    The following example is of a qualification:

    'Owner Group ID' = "SGP000000000011" AND 'Assigned Group ID' = "SGP000000000003" AND 'SLM Priority' = "Medium" AND 'Company' = "ECC Company" AND 'Contact Company' = "ABC Company" AND 'Product Categorization Tier 1' = "Hardware" AND 'Product Categorization Tier 2' = "Server" AND 'Product Categorization Tier 3' = "Unix" AND 'Product Name' = "Sunfire 6000" AND 'Service Type' = "User Service Request" AND 'Categorization Tier 1' = "Oper Cat 1-1" AND 'Categorization Tier 2' = "Oper Cat 1-2" AND 'Categorization Tier 3' = "Oper Cat 1-3"

To create service target terms and conditions for a change request

  1. Log on to the Service Level Management Console.
  2. Select Service Target.
  3. Click Create.
  4. On the Service Target wizard, in the Title field, enter a title for the service target.
  5. In the Description field, enter an optional description of the service target.
  6. From the Applies To list, select Infrastructure Change.
  7. In the Goal Type field, select a goal type:
    • Change Request Initiation--Work on the change request must be started within the time specified.
    • Change Request Completion--The change request must be completed within the time specified.
  8. To open the Qualification Builder, click Define next to the Terms and Conditions field.
    For instructions about how to build a custom qualification, see Building custom qualification

    Important

    Every service target within a service target group must have unique terms and conditions.

  9. Enter any criteria that you want to use to build the qualification. All fields are optional.
    For example, you can specify the Company, Region, Site Group, and Site responsible for resolving the change request.

  10. In the Customer tab, enter criteria in the Requested For and Operational Level Agreement (OLA) categories.
    Select Exact Match if you want the term used in the qualification to be exactly the same as you have selected or typed in the field. If Exact Match is not selected, you can type in partial words to be used in the qualification.
  11. In the Classification tab, enter criteria from the following categories that you want to use to build the qualification. Fields labeled in bold are required:
    • Classification
    • Service Categorization Selection
    • Product Categorization Selection
  12. In the Assignment tab, enter criteria in the Change Manager and Change Assignee categories.
  13. Click Show Qualification to enter your qualification in the Qualification field.
  14. Save your qualification.

The following example is of a qualification:

'Priority' = "Medium" AND 'Location Company' = $\NULL$ AND 'Customer Company' = "ABC Company" AND 'Customer Organization' = "SMBU" AND 'Customer Department' = "Research and Development" AND 'Product Cat Tier 1(2)' = "Hardware" AND 'Product Cat Tier 2(2)' = "Inventory" AND 'Product Cat Tier 3(2)' = "Laptop" AND 'Owner Support Company' = $\NULL$

Changing the data source configuration for BMC Helix ITSM: Change Management

For BMC Service Level Management (Service Level Management) to detect status changes for a ticket, the status change should happen before execution order 710 which is when Service Level Management evaluates any related service targets. However, since the Change Management workflow reacts to task updates that take place at 900, the Change Management application moves the change to Completed at order 900, while Service Level Management is at 700.

Therefore, the service target could appear as Attached when it should be In Process. To resolve this issue, you must change the data source configuration for Change Management.

To change the data source configuration for BMC Helix ITSM: Change Management

  1. From the Application Administration Console, select Service Level Management > Configure Application Settings > Data Sources.
  2.  In the table, select CHG:Infrastructure Change.
  3. Select Advanced
  4. Change the Service Target Execution Order to 900 (leave the milestone at 700).
  5. To save, click Modify Fields.
  6. Rebuild any service targets that check for Status = Completed for Change Management.

Creating service targets for a release request

Service targets created with the Release Management module are internal targets related to operational level agreements (OLAs).

Measurement, milestone, and milestone action templates

When you create service targets for a release request, you define terms and conditions in the Qualification Builder. You can also use the templates supplied with the software in the Measurement tab and the Milestones tab. Milestone and action templates are supplied with the integration.

The following table explains the Measurement templates.

Template title

Description

Start When

Stop When

Exclude

Release Request Completion

Measure release request completion service

'Release Status' = "Registered"

'Release Status' = "Completed"

'Release Status' = "Pending"

Release Request Initiation

Measure release request initiation service

'Release Status' = "Draft"

'Release Status' = "Registered"

'Release Status' = "Pending"

The following table explains the Milestones templates.

Template title

Description

Execute When

AT

Execute If

Release 50% Milestone

Release 50% Milestone of Completion

Percentage of Goal Time From Start

50% of Goal

'Release Status' < "Completed"

Release 75% Milestone

Release 75% Milestone of Completion

Percentage of Goal Time From Start

75% of Goal

'Release Status' < "Completed"

Release 90% Milestone

Release 90% Milestone of Completion

Percentage of Goal Time From Start

90% of Goal

'Release Status' < "Completed"

The following table explains the Milestone Action templates.

Template title

Description

Notify Release Manager at 50%

Notifications on releases to notify the release manager at 50% milestone.

Notify Release Manager at 75%

Notifications on releases to notify the release manager at 75% milestone.

Notify Release Manager at 90%

Notifications on releases to notify the release manager at 90% milestone.

To create service target terms and conditions for a release request

  1. Log on to the Service Level Management Console.
  2. Select Service Target and click Create.
  3. On the Service Target wizard, in the Title field, enter a title for the service target.
  4. In the Description field, enter an optional description of the service target.
  5. From the Applies To list, select Releases.
  6. In the Goal Type field, select a goal type:
    • Release Request Initiation—Work on the release request must be started within the time specified.
    • Release Request Completion—The release request must be completed within the time specified.
  7. To open the Qualification Builder, click Define next to the Terms and Conditions field.
    For instructions on how to build a custom qualification, see Building custom qualification.

    Important

    Every service target within a service target group must have unique terms and conditions.

    You can use the templates supplied with the software in the Measurement tab and the Milestones tab. Milestone and action templates are supplied with the integration. 

  8. Enter any criteria that you want to use to build the qualification. The Milestone field is required.
  9. Enter information in the DescriptionServicePriorityMilestone, and Release Type fields.
  10. In the Customer tab, enter criteria in the Requester and Release Location categories.
    If you select Exact Match, the qualification builds for all fields and assumes a NULL values for fields that have no value. If you do not select Exact Match, the qualification builds using only those fields that have values.
  11. In the Classification tab, enter criteria from the following categories that you want to use to build the qualification. Fields labeled in bold are required.
    • Operational Categorization Selection
    • Product Categorization Selection
  12. In the Assignment tab, enter criteria in the Release Manager categories.
  13. Click Show Qualification to display your qualification.
  14. Save your qualification.

The following is an example of a qualification:

'Priority' = "Critical" AND 'Location Company' = "Calbro Services" AND
'Department' = "Research and Development" AND 'Product Cat Tier1' = "Hardware" AND 'Product Cat Tier 2' = "Inventory" AND 'Product
Cat Tier 3' = "Laptop".

To create service target terms and conditions for unavailable CIs

In BMC Helix ITSM: Asset Management, you can create service target to track the availability assignment for a configuration item (CI). For example, the service target goal specifies that the CI must be unavailable for no more than two hours. If the CI is unavailable for four hours, the goal is missed. Unavailability might be due to scheduled maintenance or an unexpected problem.

  1. Log on to the Service Level Management Console.
  2. Select Service Target and click Create.
  3. On the The Service Target wizard, in the Title field, enter a title for the service target.
  4. In the Description field, enter an optional description of the service target.
  5. From the Applies To list, select CI Unavailability.
  6. In the Goal Type field, select Asset Availability.
  7. To open the Qualification Builder, click Define next to the Terms and Conditions field. For instructions on how to build a custom qualification, see Building custom qualifications. 

    Important

    Every service target within a service target group must have unique terms and conditions.

  8. Enter the criteria that you want to build the qualification. Fields labeled in bold are required. In the Classification tab, enter criteria from the following categories that you want to use to build the qualification. Fields labeled in bold are required.
    • CI Type—CI Type lists, select the configuration item you want to relate to the contract. These CI types are the CIs available from the Manage CIs link on the Manager Console in BMC Helix ITSM: Asset Management.
    • Priority—Select the importance of the request from the following options:
      • Critical
      • High
      • Medium
      • Low
    • Unavailability Class—Specifies whether the unavailability request originated from a change request or an incident request:
      • Change
      • Incident
    • Unavailability Type—Select from the following options:
      If you have BMC Helix ITSM: Change Management or BMC Helix ITSM: Service Desk: Incident Management installed, this field is automatically populated if you create a CI Unavailability record from either of these applications.
      • Scheduled Full—The CI is out of service during a scheduled change. You can select this type only if the CI Unavailability record is from a change request.
      • Scheduled Partial—The is CI is changed, but not out of service. However, the CI performance suffers some performance degradation during the duration of the change. You can select this type only if the CI Unavailability record is from a change request.
      • Unscheduled Full—The CI is experiencing a complete service outage that was not planned. You can select this type if the CI Unavailability record is from an incident or a change request.
      • Unscheduled Partial—The CI is experiencing a service degradation that was not planned. You can select this type if the CI Unavailability record is from an incident or a change request.
  9. In the Assignment tab, enter criteria that you want to use to build the qualification.
    • Support Company—The company that is providing the service.
    • Support Organization—The service organization within the company.
    • Assigned Group—The group to which the request is assigned.
    • Assigned Group ID—The ID of the group to which the request is assigned.
  10. Click Show Qualification to display your qualification.
    Following is an example of a qualification:

    'CI Type' = "Computer System" AND 'Unavailability Class' = "Incident" AND 'Unavailability Type' = "Scheduled Full" AND 'Assigned Group ID' = "SGP000000000002"
  11. Save your qualification.

To create service targets for a service request

You can create service targets for a service request and view them if you have Request Master permissions.

Important

If you have Service Request Management installed, Service Request Management replaces the Requester Console. For information about integrating Service Level Management with Service Request Management, see the configuration and administration documentation for BMC Service Request Management.


When you create service targets for a service request, you can relate them to either an incident request or a change request.

  1. Log on to the Service Level Management Console.
  2. Select Service Target and click Create.
  3. On the Service Target wizard, in the Title field, enter a title for the service target.
  4. In the Description field, enter an optional description of the service target.
  5. From the Applies To list, select Service Request.
  6. From the Goal Type list, specify the service target goal.
    The Goal Type list shows the goal types configured by your administrator in the Application Administration Console. The following goal types are shipped with the product:
    • Request Resolution Time
    • Request Response Time
  7. To open the Qualification Builder, click Define next to the Terms and Conditions field.
    For instructions about how to build a custom qualification, see Building custom qualification

    Important

    Every service target within a service target group must have unique terms and conditions.

  8. Enter the criteria that you want to build the qualification.
  9. Enter the following general information:
    • Qualification Description
    • Location:
    • Company
    • Region
    • Site Group
    • Site
  10. In the Customer tab, enter criteria in the Requested For category:
    • Unknown User
    • True—The user for which the service is requested is an unknown user. An unknown user is one who is not entered in the People form and has no BMC AR System login.
    • False—The user is not an unknown user.
  11. In the Customer tab, enter criteria in the Requested By category:
    • Company
    • Organization
    • Department
  12. In the Classification tab, enter criteria from the following categories that you want to use to build the qualification. Fields labeled in bold are required.
    • Classification
    • Operational Categorization Selection
  13. In the Assignment tab, enter criteria in the Request Manager category.

Creating service targets from within BMC Service Request Management

If you have BMC Service Request Management installed, you can create service targets from within BMC Service Request Management. You can set goals and monitor service requests to make sure that the correct level of service is being provided. You can set optional milestones and related actions to ensure that the goals are met. For more information, see  Defining service targets for an SRD Open link .

Additionally, you can also view the Service Level Management status of service requests using the service request form, and generate reports.

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