Phased rolloutThis documentation supports the 23.3 version of BMC Helix Business Workflows.To view an earlier version, select the version from the Product version menu.

Configuring service targets for tracking case progress

Service targets are a way of monitoring and measuring the performance of the service provider. As a case business analyst, you can configure the service level targets by defining the service-level measurements and service-level milestones.

For more information about service targets, see Service-Level-Management.

The following table lists the topics that provide more details about how to configure service targets:

Action

Reference

Create a goal type to improve the readability of a service target.

Configure a data source to calculate service targets differently for each case and task.

Create business time segments to configure time to include or exclude when calculating service targets, and combine them to attach to a service target

Configure a service target to ensure that business goals are met.

Create a service target group to ensure that a single measurement record is created for changes in service target attributes. The single measurement record provides a consolidated time that is spent on resolving a case or task.

View audit records for a service target to know who made what changes to the service target and when.


 

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