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:
|The SLM console manages agreements and service targets.
|Dashboards 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.
|A contract 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.
|BMC 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.
|Use this section to configure BMC Service Level Management application settings that best meet your service level management needs.
|An 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.
|A service target measures specific service goals. Use this section to manage service targets.
Service Level Management roles
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.
Service level administrator
Customer (end user)
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.
System administrators working with installations
These helpful links for people who use theService Level Management product are organized by experience level and user type.
Developer and architect links
Developers and architects can use these links to quickly find topics of interest to them.