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.

Defining the service offerings by using agreements

Service desks use agreements to measure how quickly the service desk staff is responding to or resolving incidents. IT Operations use agreements to measure the performance of systems and components.

See the following topics for more information about how to define, create, and configure these agreements by using the Service Level Management Console:

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