Viewing compliance data using the Service Level Manager dashboard
You can perform a case-sensitive search for folders by entering a name or part of a name in the Find field.
See the following sections to know more about compliance data and the actions that you can perform by using that data.
To access the Service Targets tab
- Log on to BMC Service Level Management .
- On the SLM Console, select Dashboard.
- On the Dashboard tab, select Compliance.
To filter agreements and service targets for compliance data
- On the Service Level Manager console, select Dashboard.
- Select Compliance.
- In the navigation pane, select a directory to determine which agreements are displayed in the Agreements table.
- In the Compliance section, based on the Review Period set during the agreement definition, select a review period to display agreements in the Agreements table.
- Select a status to display agreements in the Agreements table based on the status of the agreements or select All to display information for all statuses.
The selections that you make in the navigation pane and for the review period affect the data shown in the SLA Compliance chart, but the status selection does not affect the SLA Compliance chart. The Related Service Targets table displays service targets related to the agreement selected in the Agreements table.
Viewing agreements and adding comments for compliance data
The Agreements table shows detailed agreement compliance data. It shows the most recent agreement compliance calculations for each agreement displayed.
The following table describes the information displayed in the Agreements table.
Column header | Description |
|---|---|
Agreement | Name of the agreement. |
Contract | Contract to which the agreement is related. |
Review Period | Review period to which the agreement measurement applies. |
Status | Most current compliance status calculated according to the review period. The status is indicated by an icon. The status shown is one from the following list:
|
Previous | Compliance status calculated prior to the latest review period measurement. |
Comment | Comment added to the compliance calculation. You can add a comment concerning the agreement, such as an explanation for noncompliance. |
Compliance | Percentage compliance for the agreement. This percentage is calculated according to the review periods. The compliance is not calculated until an incident with an attached service target is closed. This might lead to differences between a service target status on the Related Service Targets table and the Compliance for an agreement shown in the Agreements table. |
Target | Percentage target compliance set during the agreement definition. If this target is not reached, the agreement is not compliant. |
Penalties/Rewards | Monetary penalties that are applied for noncompliance, set during the agreement definition. A positive value indicates a reward and a negative value indicates a penalty. |
Impact Costs | Monetary impact costs incurred when the related service target goals are not met. The impact cost is set during service target definition. The sum of all the costs for all service targets that missed their goals and are related to the agreement are calculated for the review period and shown as an amount and currency. |
Period Start | Date and time the review period started. |
Unknown Time | (Performance-monitoring service targets only) Total time during the review period when no data was available to calculate the status of any service targets related to the agreement. |
To view agreements
Select the agreement in the Agreements table, and click View Agreement. The agreement is displayed in view-only mode.
To add or view comments
- To add a comment, select an agreement or a contract in the Agreements table, and click the Comment button.
- Add your text in the SLM Comments dialog box, or select a meaningful comment from the list.
For example you might have a predefined comment: "Power outage might cause a breach of contract." - Save your comment.
The comment remains associated with the agreement for the specified review period. Through the web, this comment appears as an icon in the Comment column. When you hover the mouse pointer over the icon, you can view the details of the comment.
You cannot delete a comment. You can delete the entries from the fields in the SLM Comments dialog box, but the comment and the comment icon remain.
Tables on the Compliance tab
The Compliance tab has the following two tables:
Table | Description |
|---|---|
Agreements | The Agreements table shows detailed agreement compliance data. It shows the most recent agreement compliance calculations for each agreement displayed. Agreements listed are those that fill the criteria after filtering through the navigation pane and the Review Period and Status filters. |
Related Service Targets | The Related Service Targets table lists the service targets related to the selected agreement in the Agreements table. The Related Service Targets table displays the results of the most recent calculations for each service target for each review period of the associated agreement. |
The following table shows the information displayed in the Related Service Targets table.
Column header | Description |
|---|---|
Service Target | Name of the service target. |
Type | The service target type. This user-defined type maps to one of the internal goal types supplied with BMC Service Level Management: request-based (resolution-time or response-time), availability, CI Outage, performance monitoring, or compliance-only. |
Period Status | The goal status of the service target, based on all of the measurements for that service target within the review period. If the percentage of Met service target measurements calculated within the review period is greater than or equal to the compliance target, the Period Status is Met. If not, it is Missed. |
Real-Time Status | The most recent service target measurement status.
|
The following table shows how often the compliance status is calculated for each review period.
Period | Frequency of calculation |
|---|---|
Daily | Every hour |
Weekly | Every 4 hours |
Monthly | Every day |
Quarterly | Every day |
Charts on the Compliance tab
The charts related to the Compliance tab are the SLA Related Service Target Measurement chart and SLA Compliance chart.
SLA Related Service Target Measurements chart for compliance data
You can double-click a service target in the Related Service Target table to see the service target measurements that were used to calculate the status for the review period. For request-based goals, the measurements appear in a chart. For availability and performance measurement goals, the measurements appear in a table. By default, the data shows the measurements for the review period of the related agreement. You change the date range by setting the start and end dates.
If no service target measurements exist within the review period, the chart is blank. In this case, the Period Status shows Met.
For performance-monitoring service targets, the SLA Related Service Target Measurements table shows the time according to the time zone where the server is located.
SLA Compliance chart for compliance data
The SLA Compliance chart shows the agreements filtered by directory and review period. This chart shows the percentage of agreements that fall in to the three status categories: Compliant, At Risk, or Breached. The results arise from the most current calculations.
