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.

Manually updating compliance and measurement data

You can manually update compliance data to activate compliance calculations. Compliance for each agreement is updated automatically at a certain frequency depending on the review periods tied to that agreement. For daily review periods, compliance is calculated every hour; for weekly review periods, every four hours; and for monthly and quarterly review periods, every day. If you need the compliance for specific agreements to be updated immediately (for example, if you are running a special report), you can select those agreements and trigger the compliance to be calculated again.

Types of data updates

Type of data update

Description

SLA compliance

When the measurement record is changed, the data that was collected for the SLA Compliance calculation must be gathered again to reflect the new values. If the measurement data change affects SLA Compliance records that are still open, the calculation does not use the SLA Compliance History records. For SLA Compliance records that are closed, the update of the data records does not happen immediately. It uses the same escalation as the daily review period scheduler that runs at five minutes after the hour.

Request-based

For updates to request-based data, the SLA Compliance calculation uses the measurement record's Stop Time to find the appropriate SLA Compliance record that counted it. The stop time is populated when the service target was completed. The SLA Compliance record is tagged and on the next hour, the data is updated. Milestones trigger on the update.

Availability

When you update availability data, the SLA Compliance records that use the time slot that you changed can use just a segment of that time.

Best practice

We recommend that you manually update compliance data, only if necessary.

To manually update compliance data

  1. From the Application Administration Console, select Service Level Management > Configure Application Settings > Manual Update of SLA Compliance.
  2. To display the Update Performance Data form, click Open.
  3. To view performance data in a table, click Refresh.
  4. Select the agreements whose compliance data you want to recalculate and click Update.

Retroactively updating measurement data

Some service outages occur because of factors out of the control of IT. The SLA with your customer does not hold you responsible for these outages. When such outages occur, you might want to change a missed metric or incident to a met one, to retroactively update some measurement data. 

The service level manager or application administrator can modify measurement records to change the status of a service target from Missed to Met, or Unavailable to Available. Completed agreement compliance records recalculate to reflect the new status. Service level managers or application administrators use the Application Administration Console to update the measurement record. 

If an incident or Key Performance Indicator (KPI) service has missed its service target goal or has fallen into an unavailable state, you can change the result of the measurement record. You can change a Missed service target into a Met service target or eliminate an unavailable state.

To update measurement data retroactively

Important

After the items are updated, the changes cannot be undone. The updated records no longer appear in the list of possible service targets that can be updated.

  1. From the Application Administration Console, select Service Level Management > Configure Application Settings > Retroactive Update of Measurement Data.
  2. To display the Modify Measurement Data form, click Open.
  3. In Search mode, locate the records that you want to update by doing the following tasks:
    1. In the Goal Type field, select a goal type.
      A list of goals is displayed. The display names of the goals are set by your administrator and they can be any of the following types: Availability, CI Outage, Request-based, or Compliance-Only.
    2. In the Start Date field, enter a start date.
    3. In the End Date field, enter an end date.
    4. (Optional) In the Service Target Title field, enter the service target name.
    5. (Optional) In the Service Target ID field, enter the service target ID.
    6. (Optional) In the Record ID field, enter the record ID, such as the incident ID.
  4. Click Search.
  5. Select the measurement records that you want to change from a Missed status to a Met status or from Unavailable to Available.
  6. Click Update Selected Records.
  7. In the Measurement Annotation dialog box, enter the reason for the updates in the Notes field . This information is used as audit information.
    The following fields are read-only:
    • The Person field shows who is modifying the data.
    • The Date field displays the system generated date that the data is modified.
    • The Action shows the changed status value for the records that are being updated. In this example, the status is changed from Missed to Met.
  8. Click OK to modify the measurement data.


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