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.

BMC Service Level Management overview

The level of service that an IT department provides to a company must be aligned with the company's business needs. TheBMC Service Level Management (Service Level Management) application provides a combined solution to bridge operations and services.


Overview of BMC Service Level Management

Service Level Management provides a way to review, enforce, and report on the level of service provided to ensure that adequate levels of service are delivered in alignment with business needs at an acceptable cost. It streamlines the most important task of all, which is the communication between a service provider and its customers.  Service Level Management enables a service provider, such as an IT organization, a customer support group, or an external service provider, to formally document the needs of its customers or lines of business using service level agreements, and provide the correct level of service to meet those needs. Service Level Management is a continual and proactive process of:

  • Defining IT services
  • Agreeing on IT services
  • Monitoring IT services
  • Reporting IT services
  • Reviewing the performance of IT services

The entities used in monitoring service levels are service targets, agreements, and contracts. The following figure shows the relationship among these three entities:

BMC Service Level Management components


Service Level Management  has the following components:

ComponentDescription
SLM ConsoleThe SLM console manages agreements and service targets.
DashboardsDashboards provide a summarized view of agreement and service target information. Use dashboards to see the general health of your agreements and quickly find potential or existing problems with agreements and service targets. 
Contractscontract is a documented relationship between two parties that specifies details about each contract party and expiration dates, and ties one or more SLAs (Service Level Agreements), OLAs (Operational Level Agreements), or UCs (Underpinning Contracts) to the interested parties. Use this section to manage contracts.
ReportingBMC Service Level Management contains a set of predefined reports that business relationship managers and service level managers can use to monitor activities related to the service organization. Use this section to work with reports.
AdministrationUse this section to configure BMC Service Level Management application settings that best meet your service level management needs. 
AgreementsAn agreement defines the compliance targets, review periods, penalties and rewards, and milestones, as well as the associated service targets. Use this section to manage agreements.
Service targetsA service target measures specific service goals. Use this section to manage service targets.


Service Level Management roles

Important

Starting with the version 9.1.04, BMC does not provide support for the SLM Collector and any BMC provided integrations that make use of the SLM Collector.

Service Level Management  documentation provides conceptual, reference, task, and troubleshooting information for the following roles.

User role

Goals

Topics

Application administrators

  • Installing Service Level Management
  • Configuring Service Level Management
  • Managing Service Level Management access control by assigning permissions for the application and its components
  • Maintaining Service Level Management by adding and deleting users, groups, and roles, and backing up Action Request System servers.
  • Integrating Service Level Management with other applications

Service level administrator

  • Defining agreements, service targets, and contracts
  • Configuring templates to help service level managers set up service targets and agreements

Reporting administrator

  • Designing, developing, and scheduling service level reports

Using reports and dashboards

SLM manager

  • Viewing reports and dashboards to gather information about status of services

Using dashboards

Customer (end user)

  • Viewing the SLM Customer Dashboard.

SLM Customer Dashboard

Developers

  • Customizing Service Level Management

Developing 

Product documentation

Use the links in the following tables to quickly find information that will help you get started working with the BMC Service Level Management.

These links are helpful for people who fulfill different types of administrative roles in different situations.

Administrator typeLinks

System administrators working with installations

These helpful links for people who use theService Level Management product are organized by experience level and user type.

Developers and architects can use these links to quickly find topics of interest to them.

Developer or ArchitectLinks
 DeveloperDeveloping
 Architect 

Architecture

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