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 BMC Service Level Management in the BMC Remedy ITSM Suite Deployment online documentation 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

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