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.

Roles and permissions

User roles

Application administrators, service level administrators, reporting administrators, customers, and developers use BMC Service Level Management (Service Level Management). The information created by Service Level Management also provides value to IT managers and business level managers.

Related topic

User goals and features

Mapping Service Level Management roles to permissions Open link

Tip

You can assign roles to users by selecting from the Group list in the AR System User form. For more information, see  Creating and modifying users Open link for AR System.

The following table shows the Service Level Management user roles:

User role

Description

Application administrator

The application administrator is responsible for installing and configuring Service Level Management, such as creating templates and defining goal types. The application administrator is also responsible for integrating other applications with Service Level Management.

Important: Before configuration tasks can be performed, you must create and add an application administrator to the Administrator permission group in the AR System User form.

Service level administrator

The service level administrator is responsible for defining agreements, service targets, and contracts. This user relies on the SLM Console and Contract Console to perform these activities.

Reporting administrator

The reporting administrator is responsible for designing, developing, and scheduling service level reports that meet the needs of the service stakeholders such as service level managers, service providers, business relationship managers, and customers. This user relies on the Reporting Console to perform these activities.

Service level manager

The service level manager is responsible for monitoring service levels, identifying trends, periodically reporting to service stakeholders, and assisting in continual service improvements. This user relies mainly on the SLM Dashboards and reports to manage expectations between the service providers (IT organization) and the business users or customers.

Customer
(end user)

The customer or end user is the consumer of the service. This user relies on the real-time SLM Customer Dashboard and static reports to ensure that the service quality and responsiveness of service providers meet the agreed upon expectations.

Developers

Developers are responsible for customizing the application. For example, these users might want to customize the product using an overlay object or display Service Request Management status in custom applications using web services.

User permissions

The following table describes the permission groups for Service Level Management. The employees that perform these roles vary from organization to organization. One person can function in more than one role, or a group of people can function in one role.

Important

  • All roles must have a Service Level Management user license to view Service Level Management dashboards and consoles.
  • Add licenses only for the features and number of users that correspond to your license entitlements. Your subscription or purchase determine your license entitlements.


Permission

Description

Application user license type

SLM Config

This permission group can do the following tasks:

  • Access Service Level Management functions in the Application Administration Console, the Service Level Management Console, and Service Level Management dashboards.
  • Create, modify, delete, and view contracts, agreements, and service targets

Fixed or floating

SLM Manager

This permission group can do the following tasks:

  • Access Service Level Management functions in the Service Level Management Console and the Service Level Management dashboards.
  • Create, modify, delete, and view contracts, agreements, and service targets.
  • View the Administration tab of the Service Level Management Console, if the role has General Access.
  • Configure Application Settings, including the following functions:
    • Agreement Owners
    • Contract Menus
    • Retroactive Update of Measurement Data
    • Review Periods
    • Service Target Groups
    • SLM Comments
    • Templates
    • Configure Business Time
    • Configure Collector Module (Collector)

Fixed or floating

SLM Unrestricted Manager

In addition to all tasks provided for Service Level Management Manager, this permission group can do the following tasks: 

  • Access the Application Administration Console.
  • Access Service Level Management functions in the Service Level Management Console and Service Level Management dashboards.
  • Create, modify, delete, and view agreements and service targets.
  • View the Administration tab of the Service Level Management Console, if the role has General Access.
  • Access Managed Service Provider (MSP), multi-tenancy, and data to perform the following tasks:
    • Assign contracts to groups.
    • Access data for all contracts.
    • Create, view, and modify contracts, agreements, and service targets for any groups on the server, including groups of which the role is not a member.

Fixed or floating

SLM Console and Dashboards User

This permission group can do the following tasks: 

  • Access the Service Level Management Console.
  • View agreements and service targets, but cannot create or modify them.
  • View the Service Level Management dashboards with a Service Level Management user license, but cannot add comments.

You can assign the SLM Console and Dashboards User role to technicians providing a service if they need to view details about the service targets or view dashboard results. These technicians are managed by the managers providing the service, and these technicians ensure that individual service targets are met. They want to know the details of what is required of them (for example, "resolve service desk incidents within four hours"). They receive secondary Service Level Management information.

Fixed or floating

SLM Customer

This permission group can view the Customer Dashboard with a Service Level Management User license.

Fixed or floating

Reporting User and Reporting Admin

These roles are provided as part of the Report Console. To run reports, a user must be a member of one of the Reporting groups. The other Service Level Management groups do not include rights to the Report Console.

Fixed or floating

Roles and responsibilities

The following table lists the different roles that are involved in the Service Level Management process, along with their respective responsibilities:

RoleResponsibility
Service Level Administrator
  • Maintains the web-based service catalog of the service provider organization by adding and removing catalog items as requested by Change Management.
  • Prepares SLAs and gets them signed as requested by Change Management.
  • Registers services and SLAs in the service management application to ensure that this information is available to the rest of the service provider organization.
  • Registers the contact details of individual customers, customer organizations and customer representatives when new customers subscribe to the service provider's services.
  • Updates the information of individual customers, customer organizations and customer representatives after updated contact information has been received.
Service Level Manager
  • Produces reports to compare actual versus agreed upon service levels at the end of an SLA evaluation term.
  • For each SLT that was violated during an SLA evaluation term, finds out why it was violated and which actions the service owner has taken, or plans to take, to ensure that the SLT will not be violated again.
  • Proactively adds improvement suggestions to the SLA evaluation report for customer representatives.
  • Reviews actual versus agreed upon service levels with the customer representative after the end of an SLA evaluation term.
  • Registers the requests from customer representatives as incident requests in the service management application.
  • Writes and distributes the minutes of SLA review meetings.


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