Configuring service targets is the key functionality of Service Level Management (SLM). The accurate configuration of service targets is important to ensure that the business goals are met. As a case business analyst, you can configure the service targets by specifying the general information, business schedules, measurement criteria, and milestones for a line of business.
Before you begin
If you have not already done so, perform the following tasks:
Make sure that your administrator has created a line of business. For more information about how to create a line of business, see Defining your line of business.
To define or modify service targets
Log in to BMC Helix Business Workflows.
Click My Application Settings .
Navigate to Service Level Management>Service Target.
From the Line of Business list, select the line of business for which you want to create a service target.
Click Service Target Configuration.
In the Add Service Target Configuration pane, complete the fields.
Description of basic fields for the service target
Field
Instructions
Title
Specify a name for the service target.
Data source
Select any of the out-of-the-box configured data source.
Line of Business
The line of business that you selected for the service target is displayed.
Company
Select the company for which you want to create this service target. Select one of the following options:
Global—All companies in a tenant can access this service target.
A company name—Only employees of the selected company and line of business have access to this service target.
Status
Select Enabled to enable the service target.
Select Disabled to disable the service target.
If you select the status as Disabled, the service target is not considered for measurements.
Effective From
Select the date and time from when the service target should be considered for measurements.
Default value: Current date and time
Goal Type
Select a goal type for this service target.
Agreement Type
Select Service Level Agreement if the service target is for external agreements between a service provider and a customer.
Select Operational Level Agreement if the service target is for internal agreements between the service provider and internal users.
Important: The agreement type does not affect the processing of service targets.
Description
Specify a description for the service target.
Add to Group
Select a group to which you want to add the service target. You can also add the service target to a group by creating a service target group.
Terms and Conditions
Define conditions for applying this service level target.
Click the Build Expression link.
If you have configured the qualification builder view in advanced settings on the data source, in the qualification builder, define the terms and conditions by adding the fields, operators, and values. The values for the Category Tier fields are populated based on the company that you have selected.
Important: If there is an active domain, only the values for the Category Tier 1 field from that domain are displayed.
Example: In the qualification builder, if you add the Priority field, add the equal to operator, and select Critical as a value for the Priority field, the value in the terms and conditions field is 'Priority'="Critical".
If you have not configured the qualification builder view, type the terms and conditions manually.
Example: Manually add the conditions 'Priority'="Critical" in the text box.
When the terms and conditions along with the Start When qualification defined in the Measurement section is met, the service target is applied to a case or task. Updating terms and conditions changes the measurement records only after the case or task is updated.
In the Goals pane, configure the response time and time segments for the service target.
Description of fields in the Goal section
Attribute
Field
Description
Goal Time
As configured on data source
Select the option if you have configured dynamic goal time or dynamic end time in the advanced settings on the data source.
Days
If you have not configured a dynamic goal in the advanced settings of the data source, or not selected the As configured on data source option, define the goal time by using the Days, Hours, and Minutes fields.
Valid range of values: Days: 0 to 365 Hours: 0 to 23 Minutes: 0 to 59
Hours
Minutes
Business Entity
As configured on data source
Select this option if you have configured dynamic business entity in the advanced settings on the data source.
Select Business Entity
Select the Business Time Shared Entity that you want to apply to this service target. This list displays all the active business time entities defined.
Important: This selection overrides the Dynamic Business Entity.
Start Time
As configured on data source
If you have defined a dynamic start time in the advanced settings on the data source, select this option to use the dynamic start time.
If the dynamic start time is not defined, the default value is the time the case was created.
When the Start When qualification along with the terms and conditions are met, the service target is applied to a case or task.
In the Measurements pane, configure measurement criteria for the service target.
Description of fields in the Measurement section
Field
Description
Description
Add a description for the measurement criteria.
Start When
Define the condition to start service target calculation. When the terms and conditions set in the Goals, along with the Start When qualification is met, the service target is applied to a case or task.
Click the Build Expression link.
If you have configured the qualification builder view in advanced settings on the data source, select the values in the fields to define the start condition. The values in the Category Tier fields are populated based on the company that you have selected.
Important: If there is an active domain, only the values in the Category Tier 1 field only from that domain are displayed.
If you have not configured the qualification builder view, type the start when condition manually.
Example: If you select Assigned in Case Status, the condition is 'Case Status'="Assigned".
Stop When
Define the condition to stop the service target calculation.
Click the Build Expression link.
If you have configured the qualification builder view in advanced settings on the data source, select the values in the fields to define the stop condition. The values in the Category Tier fields are populated based on the company that you have selected.
Important: If there is an active domain, only values in the Category Tier 1 field from that domain are displayed.
If you have not configured the qualification builder view, type the stop when condition manually.
Example: If you select Resolved in Case Status, the condition is 'Case Status'="Resolved".
Pause When
Define the condition to pause the service target calculation. When this condition is met, the service target calculation is paused, and restarted when the condition is no longer valid.
Click the Build Expression link.
If you have configured the qualification builder view in advanced settings on the data source, select the values in the fields to define the pause condition. The values in the Category Tier fields are populated based on the company that you have selected.
Important: If there is an active domain, only values in the Category Tier 1 field from that domain are displayed.
If you have not configured the qualification builder view, type the pause when condition manually.
Example: If you select Pending in Case Status, the condition is 'Case Status'="Pending"
Set Warning Status At (% of Goal)
Enter the percentage of goal time after which the status of the service target changes to Warning.
Default value: 50 %
Reset Goal for Same Request?
Select Yes if you want to reset the goal after the reset condition is met. This option is enabled only if you have configured the reset goal condition in the advanced settings on the data source.
Allow Measurement to Reopen?
Select Yes if you want to reopen this service target. The measurement continues from the state in which it was last closed.
Enable Team Tracking
Select to track the time taken by various teams working on a case or task. This option is enabled only if you have defined the assigned groups when configuring advanced settings on the data source.
In the Milestone Information pane, configure the milestones for the service target. You can assign actions to out-of-the-box milestones or create new milestones and actions.
Description of fields to create new milestone
Field
Description
Execute when
Select a milestone type.
At % of goal (Enabled only if you select Percentage of goal time from start or Percentage of goal time from end)
Enter the time elapsed in percentage from the start or before the end of the measurement. Example: 20 percent of a 5-hour goal time before the end. This milestone is triggered one hour before the end of the measurement.
At hours and minutes (Enabled only if you select Hours and minutes from start or Hours and minutes from end)
Enter the time in hours and minutes from the start or before the end of the measurement. Example: 3 hours 15 minutes from the start time. This milestone is triggered 3 hours 15 minutes from the start of the measurement. This milestone is triggered even if the goal is less than three hours.
Execute If
Click the Build Expression link to specify the condition to trigger the milestone actions. Example: 'Status' < "Resolved"
Configure milestone actions for the service target.
Description of fields to configure an alert or email notification
Field
Description
Delivery Method
To receive notifications by email, select Email. To receive notifications by clicking the bell icon in the application, select Alert. Important: You can configure only one default delivery method for a milestone notification. This method takes precedence over the method that is specified for an agent and in the notification template that you associate with the milestone action.
To
If you select Email as the delivery method, from the Select Field list, select the fields that contain the recipient details. You can also type the email addresses in the text box. You can enter multiple email addresses separated by a semi-colon ( ; ). If you select Alert as the delivery method, from the Select Fields list, select the fields that contain the recipient details. You can also type the recipient names in the text box.
Notification Template
This list displays global and company-specific templates. From the Select Notification Template list, select the notification template.
Description of fields to configure Set Fields action
Field
Description
Fields
Select the fields in which you want to set the values after the milestone notification is triggered.
Value
Type the value that you want to set in the field selected in the preceding step.
While defining a condition by using the qualification builder, you can add associations available for out-of-the-box data. You can add the second level associations for Assigned Company, Case Site, Company, and Requester fields.
Click Save.
Example service target configuration for HR service agents
BMC Helix Business Workflows is used by Company A to manage HR services. The agents of Company A have the following service targets:
Request response time—Time taken to respond to a request
Request resolution time—Time taken to resolve a request
The following table lists the service target settings, and the measurement and milestone conditions associated with each service target:
Service target
Goal for the service target
Measurement conditions
Milestone
Condition to trigger the milestone
Request response time
30 minutes
Start When—Case is created
Stop When—Case is acknowledged
10% of the goal time
Case is not acknowledged
Request resolution time
1 hour
Start When—Case is created
Stop When—Case is resolved
50% of the goal time
Case is not resolved
The following video (6:39) explains the steps to configure the Request resolution service target:
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