Service Level Management library use case
End-to-end process to consume the SLM library
The following graphic gives the end-to-end process to consume the SLM library.
The following table describes the process to consume the SLM library in a smart application:
Stage | Role | Description | Example | More information |
|---|---|---|---|---|
1 | Application developer | Develops a smart application in BMC Innovation Suite | An Application developer can develop smart applications such as BMC HR Case Management in BMC Innovation Suite. | in BMC Innovation Suite online documentation. |
2 | Application developer | Adds dependency of the smart application on SLM library (replace this step with adding SLA bar in the app) | An application developer specifies the dependency in the pom.xml file located in the bundle project. | |
3 | SaaS administrator | Deploys the SLM deployment package to BMC Innovation Suite | To consume the SLM library, the SaaS administrator deploys the deployment package from the CLI. | in BMC Remedy ITSM Suite Deployment online documentation. |
4 | SLM manager | Plans how to consume the SLM library by gathering information required for configuring service targets in the SLM library for the digital service application. | The SLM manager gathers information about the service targets for HR services, business hours of HR agents, and the record definitions in BMC HR Case Management smart application that are used as data sources for the SLM library. | |
5 | SLM manager | Configures the data source (registers the smart application) in the SLM library | After gathering the necessary information, the SLM manager registers the smart application and the required record definitions with the SLM library. | |
6 | SLM manager | Configures the service targets for the registered smart application | The SLM manager configures the service targets for the registered data sources. | |
7 | Application developer | Confirms that the measurement records are created for service targets | An application developer confirms that the measurement records for all applicable service targets are created. | Not applicable |
Scenario for configuring service targets
The Service Level Management (SLM) library enables a service provider to map the service levels with customer requirements. This mapping is done by using service targets—an entity that measures specific goals of the service provider. For accurate measurement of service-level goals, the SLM manager must translate a customer's business requirements to appropriate service targets.
In this example, BMC HR Case Management is a smart application developed in BMC Innovation Suite and is used by Company A to manage HR services. The SLM manager translates the business requirements of company A into the following service targets:
Business requirement | Priority | Service target |
|---|---|---|
Short-listing candidates after HR interview | Critical | Resolution in a few hours after the interview |
Onboarding new employees | High | Resolution in a few days |
Providing proof of employment to employees applying for loan | Medium | Resolution in a week |
For more information about configuring services targets. see Configure service targets.