Defining service targets for an SRD

You can set goals and monitor service requests to ensure that the correct level of service is being provided. You can also set milestones and related actions to ensure that the goals are met.

Before you begin

• You must have BMC Service Level Management installed.
• The Service Catalog Manager, who is creating the SRD, must also have SLM Manager or SLM Config permissions to access the Service Target Wizard.

To create a service target for an SRD

1. Search for the SRD, select it, and click View.
2. Click the SLM tab.
3. Select a goal from the Goal list.
   The Goal list contains a selection of predefined templates for service targets that define specific goals.
   The options are:
   • Service Request Total Time — Sets a time to complete the request after it is submitted.
   • Service Request Process Time — Sets a time to complete the request after it is approved.
   • Service Request Approval Time — Sets a time to approve the request after it is submitted.

4. Click Create.
   The Service Target Wizard appears.
   Some fields in the Step 1 tab are automatically filled; for others, you can enter or change the criteria.

   Field name	Description
   Title	The title assigned to the service target. The title consists of the SRD number -Service Request title- SLM ID number.
   Description	Enter an optional description of what the service target does.
   Goal Type	The goal type you selected in step 3
   Goal and Cost
   Hours Minutes	The number of hours and minutes before the service target is considered "missed"
   Business Schedules
   Business Entity	Select a business entity that specifies the period when you do not want the service target to be measured, for example, during a holiday when the company is shut down.

5. Click Next to go to the Step 2 tab.
   In the Step 2 tab, you can create milestones and actions that will ensure that your service target meets its goal. For example, if 75 percent of the time has elapsed and the request is incomplete, you can send a reminder to the manager.
6. To select a milestone, click Add under the Milestones table.
7. In the Create New Milestone dialog box, select a milestone, for example, Service Request - 100% of goal, and click OK.
8. To select the action that occurs at the selected milestone, click Add.
9. In the Create New Action dialog box, select an action, for example, Service Request warn request manager, and click OK.
10. Select more milestones and actions if applicable.
11. Click Finish.
    A dialog box prompts you if you want to build the rules for the service target. This creates the workflow so that the service target can be deployed.
12. Click an option to build the rules. You have the following choices:
    • Yes — The product builds the rules immediately.
    • No — The product does not build the rules at this time. You can build the rules later by opening the Service Level Management console from the Service Targets tab. The service target that was not built is listed with a build status of "Needs to be Built." Select your service target and click Build.
      After the rules are built, your service target is created and associated with your SRD.
13. To view service targets in the Current Service Targets table that are associated with the service request, click Refresh.
14. Save your service request and associated service targets.

Associating a service target with an SRD

You must have the following permissions to create service targets by using the BMC Service Level Management console. :

• SLM Config
• SLM Manager
• SLM Unrestricted Manager

To associate a service target with an SRD

1. Search for the SRD, select it, and click View.
2. Click the SLM tab.
3. Click Relate.
4. In the Searching for Service Targets form, enter the search criteria to retrieve the service target, and click Search.
   The service targets are listed in the Search Results column.
5. Select the service target and click Relate Selected Record.
   The service target is listed in the Current Service Targets table on the Service Levels tab.
   You can relate multiple service targets to a single SRD.
6. Save your SRD.

Configuring service targets

If Service Level Management is installed, you can use the goals for service targets that are shipped with BMC Service Request Management:

• Service Request Total Time sets a time to complete the request after it is submitted.
• Service Request Process Time sets a time to complete the request after it is approved.
• Service Request Approval Time sets a time to approve the request after it is submitted.

You can override any of these settings by using the Configure Service Target Defaults form.

To configure service target defaults

1. From the Application Administration Console, click the Custom Configuration tab.
2. From the Applications Settings list, select Service Request Management > Service Level Management > Service Target Defaults, and click Open.

3. On the Configure Service Target Defaults form, customize the service targets by selecting a service target and entering information in the following optional fields:

   Field	Description
   Applies To	The product that the service target applies to; in this case it is Service Request.
   Goal Type	Select from the Service Request Management goal types that are shipped with the product: Service Request Approval Time Service Request Process Time Service Request Total Time
   Status	Select the status of the service target: Enabled — The service target is saved. Disabled — The service target cannot be attached to any new requests; however, the measurements continue for any existing requests. Invalid — The service target is no longer in operation.
   Hours Minutes	The time during which the service request must have a response. After this time, the service target is considered missed.
   Impact Cost	The estimated costs per minute to the business if the service target is missed
   Business Entity	The periods when the service target measurements are suspended (for example, during a holiday when the company is closed)
   Measurement Template	Predefined templates that specify when the measurements start and finish

4. Click Save.