This documentation supports the 21.3 version of BMC Service Level Management.

To view an earlier version, select the version from the Product version menu.

Configuring agreements

BMC Service Level Management administrators can configure agreements so that compliance relationships exist between agreements and dependent SLAS, OLAs, or UCs. If the percentage compliance for the agreement is 90 percent, the dependent SLAs, OLAs, and UCs must be 90 percent compliant also. 

Agreement owners

The agreement owners in the List of Configured Agreement Owners table are those who receive notifications about the expiration and the review of Agreements. These groups can also be used in alert actions in milestones.

To configure agreement owners

  1. From the Application Administration Console, select Custom Configuration > Service Level Management > Configure Application Settings > Agreement Owners, and click Open.
  2. In the Title field of the Configure Agreement Owners form, enter a name to identify the people who are the agreement owners (for example, service level managers).
  3. In the Description field, enter a description of the group responsible for the agreements (for example, the service provider's service level managers).
  4. In the Members field, enter the user, groups, or emails, separated by semicolons.
  5. In the Notification Message field, enter the message for these users to notify them of an upcoming expiring agreement.
  6. In the SLA Expiration Message field, enter the message to notify these users of an expired agreement. You can select fields such as SLA ID or SLA Name from the drop down menu and include them in the message.
  7. Click Save.
  8. Click Refresh to see the configured agreement owners.

To delete agreement owners

Important

If you delete the agreement owner, agreements and milestones using it do not function properly. Delete with caution.

  1. To delete an agreement owner, select it in the list of configured owners table, and then click Delete.
  2. Click Refresh to see the changes made.

Review periods for an agreement

You can configure the time periods in which compliance needs to be met, such as a daily, weekly, monthly, or quarterly period by specifying review periods for an agreement. The percentage provides information about how the agreement performed during a set review period.

You can add the following review periods for each agreement: Daily, Weekly, Monthly and Quarterly. The review period that you configure appears in the agreement Review Periods list. This option allows you to choose a repeated range of dates to measure periodic performance of specific agreements.

To add review periods for an agreement

  1. From the Application Administration Console, select Custom Configuration > Service Level Management > Configure Application Settings > Review Periods.
  2. To display the Configure SLA Review Period form, click Open.
  3. Click Add.
    The Agreement Review Period form appears.
  4. Enter the following information in the Agreement Review Period form:
    1. Name for the review period in the Title field such as weekly (starting Mondays).
    2. Description of the review period in the Description field.
    3. Select a value from the Frequency field, and then define the starting time for each period:

      Frequency

      Description

      Daily

      Select what time of the day you want the daily review period to always begin. Select this time from the Hour of Day field.

      Weekly

      Select the day of the week and the hour of the day that the weekly review period showed always begin. Select from the Weekday menu the day of the week and the hour of the day from the Hour of Day field.

      Monthly

      To set the starting time for the monthly review period, you must select the day of the month, and the Hour of Day field.

      Quarterly

      To set the starting time for the quarterly review period, you first select the monthly quarters that make up the year from the Quarter field. Then you must select the starting day of the month for each quarter. You must select from the Day field and the Hour of Day field.

  5. Set the status to active to make it visible to users.
  6. Click OK to add an agreement review period.

To delete review periods for an agreement

  1. To delete an agreement review period, select it from the list, then click Delete.
    A dialog box appears to confirm that you want to delete the review period.
  2. Click Yes.

SLM comments for agreements and service targets

You can add comments to the dashboard for agreements and service targets . These comments can be used to categorize reasons for missing agreements and service targets. You can enter and update these comments using the dashboards for agreements and via Incident (if Service Desk is installed) or Change (if BMC Helix ITSM: Change Management is installed) requests for service targets. As an administrator, you can set up predefined comments for service level managers to use.

The information that the SLM comments include is the name of the person entering the comments, the group they belong to, and the date and time the agreement might have been missed.

On BMC Service Level Management  Dashboards, you can add comments to any agreement, or just add comments that can be shown on the agreement performance reports.

To create an SLM comment

  1. From the Application Administration Console, select Custom Configuration > Service Level Management > Configure Application Settings > SLM Comments.
  2. To display the Configure SLM Comments form, click Open.
  3. In the Type field, select Service Target or Agreement.
  4. In the Comment field, enter the text for the comment.
  5. Click Save.
  6. Click Refresh to view the new SLM comment in the table.

To delete an SLM comment

  1. To delete an SLM comment, select it, and then click Delete.
    You see a Confirm Operation dialog box.
  2. Click Yes to confirm.
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