This documentation supports the 9.1 version of Service Level Management.

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

User goals and features

Starting with the version 9.1.04, BMC will no longer provide support for the SLM Collector and all BMC provided integrations making use of the SLM Collector.

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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