This documentation supports the 22.1 version of BMC Service Level Management.

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

Using reports

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. If you have one or more of the other BMC Helix ITSM applications, you can view additional reports that are related to the other applications.

Two reports are available for agreements that are specific to the BMC Service Level Management and the BMC Service Impact Manager integration. For more information about predefined reports and how to generate them, see the following sections.

Predefined reports in BMC Service Level Management

Information related to deleted agreements and service targets is included in reports if the calculated data falls within the date range specified for the report. The following table provides a list of general reports for agreements and service targets.

To access the predefined reports, click on the Reporting Tab from the Service Level Management Console.

Report title

Description

Assignment

SLA Team Assignment

Provides a history of the different individuals who have been assigned to work on the request per agreement.

Compliance

SLA Compliance and Costs by Contract

Provides costs and compliance data for each agreement included in a contract.

SLA Compliance Graph

Shows the agreement compliance and current percentage compliance for a date range in a selected review period. You can choose from the following review periods:

  • daily
  • weekly
  • monthly
  • quarterly

SLA Compliance Summary

Shows the agreement compliance target and the current compliance for all review periods for the specified date.

SLA Daily Compliance for One Week

Shows the agreement compliance target and the actual compliance for each day for one week ending on the specified date.

SLA Monthly Compliance for Six Months

Shows the agreement compliance target and the compliance every month for six months ending on the specified date.

SLA Quarterly Compliance by Year

Shows the agreement compliance target and the compliance results for each quarter for one year, including any quarter that contains a portion of the specified year.

SLA Weekly Compliance for One Month

Shows the agreement compliance target and the compliance results each week for a month in a specified year. It shows the data for any week that includes part of the specified month.

Cost

SLA Cost Summary

Shows impact costs and penalties or rewards accumulated for all review periods ending on specified date. The default currency is USD. You must specify a currency symbol in the report heading if you want a different currency, for example GBP.

SLA Daily Impact Cost for One Week

Shows the impact costs for each day for one week ending on the specified date. The default currency is USD. You must specify a currency symbol in the report heading if you want a different currency, for example JPY.

SLA Monthly Impact Cost for Six Months

Shows the impact costs every month for six months ending on the specified date. The default currency is USD. You must specify a currency symbol in the report heading if you want a different currency, for example EUR.

SLA Quarterly Impact Cost by Year

Shows the impact costs for each quarter for one year, including any quarter that contains a portion of the specified year. The default currency is USD. You must specify a currency symbol in the report heading if you want a different currency, for example GBP.

SLA Weekly Impact Costs for One Month

Shows the impact costs incurred each week for a month in a specified year. It shows the data for any week that includes part of the specified month. The default currency is USD. You must specify a currency symbol in the report heading if you want a different currency, for example CAD.

Service targets

Performance-based Service Target Metrics

Shows data about performance-monitoring service targets:

  • Date—Start and end dates between which the information applies
  • Service Target—Title of the service target
  • Met—Percentage of time the target was met
  • Impact Cost—Impact cost if a service target is not met

Request-based Service Target Metrics

Shows data about request-based service targets performance from any application including information about the number and percentage of requests that have been met, the average maximum and minimum times that the requests have been met, and the impact costs if the targets are not met.

Service Target Results by SLA

Shows data between a specified start and end date for a specified review period:

  • Agreement—Title of the agreement
  • Compliance Target—Compliance target for the agreement
  • Service Target—Name of the service target
  • Weight—Weighting given to the service target and used in the agreement compliance target calculations
  • Met—Percentage of time the target was met (request-based and performance-monitoring targets)
  • Availability—Percentage of time the asset was available (availability targets)
  • Impact Cost—Impact cost if a service target is not met This report can be run for all types of service target.

Service Target Status and Detail Metrics Daily

Shows the worst daily service target status (by color) and the actual averaged daily values for a performance-monitoring service target for the days specified.

Service Target Status and Detail Metrics Hourly

Shows the worst hourly service target status (by color) and the actual averaged hourly values for a performance-monitoring service target for the hours specified.

Service Target Outages

Lists selected performance-monitoring or availability service targets and shows the length of the service outages or down times within a specified date range. Only times within business hours. are measured.

Service Target Status by Business Service

Shows service target status by business service including agreements, service target ID, and related requests with their measurement status.

CI Outage Details

Lists each CI Outage by service target including CI name, life cycle start and end times, and the outage duration.

CI Outage Summary

Shows a summary of CI Outages including CI name, mean time to restore, life cycle start and end times, and total outages for each CI.

Unknown

Periods of Unknown Data

Shows the performance-monitoring service targets that have periods of Unknown Data. The service targets must be related to an agreement. The report lists each agreement that has Unknown Data, followed by the related service targets and the duration details of each Unknown Data period.

An Unknown Data period is a length of time when no data is collected from the source.

BMC Service Impact Manager related reports

CIs and Associated SLM Agreements

Shows CIs with related agreements and those without. Lists the CI followed by any related agreements grouped by type (SLA, OLA, UC). This report allows the Service Level Manager to identify which CIs have SLAs, and whether they also have OLAs or UCs in place.

SLA Compliance and Cost Details by CI

Shows the data about a configuration item (CI), such as, name, class, cell, priority, and description, and lists the related agreements with accompanying information, such as, impact costs, penalties, or rewards, and target and actual compliance data for a date range within a selected review period. You can choose from the following review periods:

  • Daily
  • Weekly
  • Monthly
  • Quarterly

BMC Service Request Management related reports

Request compliance report by category

Shows detailed service request compliance information for the selected time period, goal type, and category. There is also an option to include expired requests, which are not included by default. The service requests are grouped by name. Percentages are calculated per service request name or type.

Missed requests by goal type report

Shows service request missed metrics for the selected time period and goal type. The time the request was submitted and the expected completion time for the request must fall within the start and end times specified for the report. The service requests are grouped by name. Percentages are calculated per service request name or type.

Missed request breakdown report

Shows service requests for all the different goal types for a selected time period. The time the request was submitted and the expected completion time for the request must fall within the start and end times specified for the report. The service requests are grouped by goal type. Percentages are calculated at the goal type level.

To set preferences to view and print reports

If your administrator has not set up a preference server for centralized user preferences, make sure you specify the report server name to view and print reports.

  1. Log on to the machine on which you wish to view and print reports.
  2. In AR System Administration Consoleselect User Preferences > My User Preferences.
  3. On the AR System User Preference form, go to the Advanced tab to open the AR System User Preference form.
  4. In the Report Server field, enter the name of the server that you are currently logged in to.
  5. Select ODBC Use Underscores and click OK.

To define qualifications for a report

If you want to further refine the data that appears in a specific report, you can define qualifications that are used to search for matching data when generating your report. You define these in the qualifications field of the reports form; up to a maximum of five qualifications at a time.

  1. Log on to the Service Level Management Console.
  2. Select Reporting.
  3. From the Report Name list, select the report you want to generate.
    The reports described here are those available for the BMC Service Level Management application.
  4. (Optional) In the Define Report Qualification area, select your qualifications from the list, for example, Status = Deployed.
    Adding qualifications reduces the number of records retrieved when you run a report.
    1. From the Field 1 list, select a field for which you want to generate reports.
    2. Select a qualifier from the Operand list.
    3. Type the value for which you want to qualify your report in the Value field.
    4. Repeat these steps for other fields.

    5. Click Save Qualification.
      You can use all five rows in the area to define your qualifications.

  5. To add advanced qualifications, click Advanced Qualification, and follow the steps listed in To specify an advanced qualification.
  6. From the Destination list, select the output format for your report.
    • File — The report is saved to the path and file you specify.
    • Printer — The report is sent to the printer you specified in the Print Setup dialog box.
    • Screen — Your report appears in a separate window.
  7. Click Run Report.
    Your report is output to the specified destination.

To generate a report by using a saved qualification

You can generate and run reports using previously saved qualifications. Saved qualifications are tied to reports that you selected when you saved the qualification.

  1. Follow steps 1 through 3 in To define qualifications for a report.
  2. To open the Saved Qualification dialog box, click Select Saved Qualification.
  3. Select the saved qualification from the table, and click Return Selected.
    The Report Console is displayed with the saved qualifications filled in the qualification fields.
  4. From the Destination list, select the output format for your report.
    • Screen — Your report appears in a separate window.
    • Printer — The report is sent to the printer you specified in the Print Setup dialog box.
    • File — The report is saved to the path and file you specify.
  5. Click Run Report.
    Your report is output to the specified destination.

To specify an advanced qualification

You can generate and run reports by specifying additional qualifications using the Advanced Qualification Builder form.

  1. Follow steps 1 through 4 in To define qualifications for a report.
  2. Select Advanced Qualification.
  3. Build the qualification for your report.
    The advanced qualifications is displayed in the Qualification field.
  4. Click Select.
  5. From the Destination list, select the output format for your report.
    • Screen — Your report appears in a separate window.
    • Printer — The report is sent to the printer you specified in the Print Setup dialog box.
    • File — The report is saved to the path and file you specify.
  6. Click Run Report.
    Your report is output to the specified destination.

Web reports

You must install the AR Web Report Viewer on the same web server as BusinessObjects Server. The AR Web Report Viewer can be installed using the Mid Tier installer. After the BusinessObjects software and AR Web Report Viewer have been installed, you must configure the mid tier to work with Business Objects. 



Related topics

Using dashboards

Creating and managing custom web reports Open link in AR System

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