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 roles

BMC Service Level Management (BMC SLM) is primarily used by application administrators, service level administrators, reporting administrators, customers, and developers. The information created by BMC SLM also provides value to IT managers and business level managers.

Tip

You can assign roles to users by selecting from the Group list in the BMC Remedy AR System User form. For more information, see Adding and modifying user information for BMC Remedy AR System.

BMC Service Level Management user roles

User role

Description

Application administrator

The application administrator is responsible for installing and configuring BMC SLM, such as creating templates and defining goal types. The application administrator is also responsible for integrating other applications with BMC SLM.

Note: Before configuration tasks can be performed, you must create and add an application administrator to the Administrator permission group in the BMC Remedy AR System User form.

Service level administrator

The service level administrator is responsible for defining agreements, service targets, and contracts. This user relies on the SLM Console and Contract Console to perform these activities.

Reporting administrator

The reporting administrator is responsible for designing, developing, and scheduling service level reports that meet the needs of the service stakeholders such as service level managers, service providers, business relationship managers, and customers. This user relies on the Reporting Console to perform these activities.

Service level manager

The service level manager is responsible for monitoring service levels, identifying trends, periodically reporting to service stakeholders, and assisting in continual service improvements. This user relies mainly on the SLM Dashboards and reports to manage expectations between the service providers (IT organization) and the business users or customers.

Customer
(end user)

The customer or end user is the consumer of the service. This user relies on the real-time SLM Customer Dashboard and static reports to ensure that the service quality and responsiveness of service providers meet the agreed upon expectations.

Developers

Developers are responsible for customizing the application. For example, these users might want to customize the product using an overlay object or display BMC SLM status in custom applications using web services.

For more information about these roles and their permissions, see User permissions.

For more information about user goals and features for each of these roles, see User goals and features.

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