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This documentation applies to the 8.1 version of Service Level Management, which is in "End of Version Support." You will not be able to leave comments.

To view the latest version, select the version from the Product version menu.
BMC Service Level Management 8.1 Key concepts

User goals and features

BMC Service Level Management provides conceptual, reference, task, and troubleshooting information for the following roles.

User role

Goals

Topics

Application Administrators

  • Installing and upgrading BMC Service Level Management
  • Configuring BMC Service Level Management
  • Configuring and using the BMC Service Level Management Collector to retrieve metrics from external data sources
  • Managing BMC Service Level Management access control by assigning permissions for the application and its components
  • Maintaining BMC Service Level Management by adding and deleting users, groups, and roles, and backing up BMC Remedy AR System servers.
  • Integrating BMC Service Level Management with other applications

Installing

Configuring after installation

Integrating

Administering

Troubleshooting

Service Level Administrator

  • Planning the service level management implementation
  • Defining agreements, service targets, and contracts
  • Configuring templates to help service level managers set up service targets and agreements

Planning

Using

Administering

Working with templates

Reporting Administrator

  • Designing, developing, and scheduling service level reports

Using

Using reports

SLM Manager

  • Viewing reports and dashboards to gather information on status of services

Using

Using dashboards

Customer (end user)

  • Viewing the SLM Customer Dashboard.

SLM Customer Dashboard

Developers

  • Customizing BMC Service Level Management

Developing 

This version of the documentation is no longer supported. However, the documentation is available for your convenience. You will not be able to leave comments.

Last modified by Surabhee Kulkarni on Dec 31, 2014
concept users goals

Comments

  1. Leonard Warren

    The first bullet under Service level administrator has Planing instead of Planning

     

    Also, the roles are like titles and should all be capitalized - ex: Service level administrator should be listed as Service Level Administrator

    Sep 16, 2014 05:17
    1. Surabhee Kulkarni

      Hello Leonard,

      Thank you for your comment. I have made the changes as per your feedback.

      Thanks,
      Surabhee

      Dec 22, 2014 04:20
  2. Leonard Warren

    I am confused about the role of Customer (end user).  How can a customer define and configure service targets, agreements, and contracts?  This is the role of the SLM Manager and ITSM Application Administrator, not the customer. 

    My question is, who truly is the customer?  Is it the managers responsible for managing the targeted applications (like Incident and Change)?  Is it the technicians needing to know when to respond to specific requests?

    Customers are those individuals who are the target of support by the business unit or organization with expectations to the source. They are not the ones responsible for configuring Service Targets, agreements and contracts

    The End User should be divided into two roles - Service Support Managers and Service Support Technicians.

    Service Support Managers are the ones responsible for:

    1) Running reports

    2) Responding to deficiencies in service target goals and milestones not being met

    3) Responsible for recommending changes or additions to service targets, service level agreements and contracts to the SLM Managers

    Service Support Technicians are the ones responsible for:

    1) Reviewing Service Targets associated to requests assigned to their group and taking the necessary action or reaction to ensure the service target requirements are met

     

     

    Sep 16, 2014 05:27
    1. Surabhee Kulkarni

      Hello Leonard,

      Thank you for your comment. I will talk to the concerned SME and will update the topic.

      Thanks,
      Surabhee

      Dec 22, 2014 05:47

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