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. The BMC Service Level Management (BMC SLM) application provides a combined solution to bridge operations and services.

BMC SLM 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.

BMC SLM 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. BMC SLM 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:

Overview of BMC SLM

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