Service level management in ITSM applications
You can use BMC Service Level Management (Service Level Management) with other applications in the BMC Helix ITSM. If any of the BMC Helix ITSM applications are installed with Service Level Management, Service Level Management is automatically configured to work with that application. Service Level Management is also registered in the CMDB Federation; if Service Level Management is installed with other BMC Helix ITSM applications, you can view configuration items (CIs) with the CI Relationship Viewer.
The following video explains the overview of BMC Service Level Management.
The following video explains how to create a service target.
SLM-Integration Dialog form
Depending on the Service Level Management status, click the Details or the status icon to display the SLM:Integration Dialog form. The status gauge on the forms show the current status of the selected service target. The following table explains the colors and fields on the status gauge.
Color or field
The service target is in compliance.
The service target has a warning status.
The service target has missed its goal.
Due Date and Time
The absolute goal time (that is, disregarding business hours). This is a response or a resolution for the incident that must occur before this time; otherwise, the goal is missed. This could also be an initiation or a completion for the release request that must occur before this time; otherwise, the goal is missed.
Time Until Due
The amount of time left until the goal is considered missed.
Time Past Due
The amount of time that has passed since the goal was due.
The following table describes the service target table on the SLM:Integration Dialog form.
Service Target Title
The name of the service target.
The type of goal for the service target:
The response or resolution time stipulated in the goal. For a change or release request, this value is the initiation or completion time stipulated in the goal.
Cost Per Min
The cost per minute for missing the response or resolution time goal or for missing the initiation or completion time goal.
For an incident request, this is the goal time within which either a response or a resolution for the incident must occur; otherwise, the goal is missed. For a change or release request, this value is the goal time within which there must be either an initiation or a completion for the change or release request; otherwise, the goal is missed.
The status of the service target:
The following table describes the milestones for service targets on the SLM:Integration Dialog form.
The title of the milestone.
The time that the milestone actions are executed.
The current status of the milestone. The status is either active or inactive (pending), or Action Performed.
Service Level Management status icons and states
In Service Level Management, the following icons appear as you are viewing the status of service targets.