This documentation supports the 9.0 version of Service Level Management.

To view the latest version, select the version from the Product version menu.

Managed service providers (MSP)

The Managed Service Providers (MSP) feature allows the Service Level Management data to be segmented so you can work securely in an environment that has multiple tenants residing on one database.

For example, suppose you work for Acme Help Desk, Inc. Two computer groups, ABC and XYZ, hire you to manage all their help desk responsibilities. For security reasons, each group must not know about the existence of the other group. By enabling multi-tenancy, you can now create one agreement that both the groups can use but allow each group to see only their own agreement measurements and the request to which the agreement is attached.

You can associate a contract to multiple service level agreements, but each contract can be tied to only one AR System group. The association record that ties the contract to agreements must contain the group information.

Overview of managed service providers structure

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Partitioning compliance data based on contract/customer

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All the agreements are visible to all groups (agreements will have their field 112 set to PUBLIC) unless a contract is tied to the agreement. Agreement milestones are shared for all groups specified in the agreement definition. When a contract with an AR System group is applied, the PUBLIC SLA compliance record is not deleted. The status of these records is set to Closed by setting a flag to signify that the records will no longer be processed.

On the Contract object, if the MSP group is changed, the existing SLA compliance records are closed but not deleted. If the MSP group is changed again to meet an older designation, the old records will not be reopened. A new set of compliance records is created.

When you configure a data source to enable the Managed Service Providers feature, you must define a field on the application form to hold the group information. The contents of this field are copied to the Measurement record and permeate the MeasurementChild record. SLACompliance records can access only the Association and MeasurementChild records that have the same Group ID.

A record is created in the SLM:SLACompliance form for each group per review period. For example, ST100 has 2 contracts (Group A and Group B) and two review periods (daily and weekly). Consequently, four SLACompliance records are created: Group A daily, Group A weekly, Group B daily, Group B weekly.

When you create a contract, you can specify one group or one role to have access to the data in the agreements and service targets related to the contract. You can select a regular or a computed group. Roles are similar to groups except that they belong to a particular application instead of a particular server. If you select a role, make sure that the role is mapped to an explicit group.

When you are setting up a group or a role, the people who have access to the data must be members of the group or role. For more information about configuring groups and roles in BMC Remedy AR System, see Creating users, groups, and roles.

If an agreement is related to multiple contracts, the agreement automatically shows the multiple groups in its row access field (112).

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