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.

Defining service targets

You can create and manage service targets in the Service Level Management Console using the Service Target wizard. 

  1. Log on to the Service Level Management Console.
  2. In the navigation pane, select the folder in which you want your service target to reside or create a folder.
  3. On the Service Targets tab, click Create.
  4. On each tab, click either Basic (default) or Advanced.
    • The Basic option allows you to access only a limited number of fields. The remaining fields that are hidden are auto-completed when you use the templates.
    • The Advanced option allows you to go through all four steps (tabs) and modify all of the fields.
  5. Follow the Service Target wizard.
    Four steps are required to create your service target by using the wizard.

Step 1 – General information

In this tab (or Step 1), you set the title and optional description for the service target as well as specifying the data source (performance-monitoring and compliance-only service targets) or application (request-based, CI Outage, and availability service targets). In this tab you set the terms and conditions under which the service target operates, or the or the Key Performance Indicators used as the data source.

Important

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

For more details about defining general service target information, see the following sections:

Step 2 – Goals, costs, and business schedules

In this tab, you can set up a goal to determine whether the service target was met or missed and set the financial impact to the business if the goal is not met. You can set a single goal or define a goal schedule with different goals for each day of the week. If you are creating a service target to be used in an OLA, typically no costs are involved.

For more details about defining goals, costs, and business schedules, see the following sections:

Step 3 – Measurement criteria (or rules for missing data for performance-monitoring service targets only)

For request-based service targets, measurement criteria defines the circumstances under which your measurements start, stop, and pause. The measurement options define the group to which the service target belongs so that information can be inherited by other service targets of the same group. They also define whether the service target can be reopened, and whether the service target measurements should be reset to zero. You can also set the percentage of goal when the service target status changes to a warning.

For asset availability service targets, the measurement criteria is based on whether the asset is available or unavailable. The measurement option you have is to set the life cycle.

For more details about defining measurement criteria or for defining rules for missing data in data sources, see the following sections:

Step 4 – Milestones and actions

This step is optional. Milestones and actions provide a mechanism for a service target to automatically initiate a particular action to avoid missing a commitment. As the service target progresses towards its goal, milestones can be defined at predetermined points to trigger an associated action. For example, you can create a milestone that will trigger once a service target has reached 50 percent of its goal which automatically executes an action to notify a manager.

 For more details on defining milestones and actions, see the following sections:

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