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:
To define or modify service targets
- Log in to BMC Helix Business Workflows.
- Click 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.
Important: 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 the Case Site and Requester fields.
In the Add Service Target Configuration pane, complete the fields.
Description of basic fields for the service target
| |
|---|
| Specify a name for the service target. |
| Select any of the out-of-the-box configured data source. |
| The line of business that you selected for the service target is displayed. |
| Select the company for which you want to create this service target. Select one of the following options: - Global— The service target applies to all the requests.
- A company name— The service target applies only to the selected company and the line of business.
|
| - 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.
|
| Select the date and time from when the service target should be considered for measurements. Default value: Current date and time |
| Select a goal type for this service target. |
| 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. |
| Specify a description for the service target. |
| Select a group to which you want to add the service target. You can also add the service target to a group after creating a service target group. |
| Define terms and conditions for applying this service level target by adding the fields, operators, and values. Example: If you want to define the service level agreement for critical cases, In the qualification builder, select Priority field from the field list and the value as Critical from the dropdown. |
In the Goals pane, configure the response time and time segments for the service target.
Description of fields in the Goal section
| | |
|---|
| As configured on data source | |
| 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 |
|
|
| As configured on data source | |
| 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. |
| 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 when the service target is applied to the case. |
In the Measurements pane, configure measurement criteria for the service target.
Description of fields in the Measurement section
| |
|---|
| Add a description for the measurement criteria. |
| 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. Example: If you want to start the service target calculation when a case is assigned, In the qualification builder, select Assigned from the field list and Case Status as the value. |
| Define the condition to stop the service target calculation. Example: If you want to stop the service target calculation when a case is resolved. In the qualification builder, select Resolved from the field list and Case Status as the value. |
| 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. This condition is not applicable if the dynamic due date option is selected. Example: If you want to pause the service target calculation, In the qualification builder, select Pending from the field list and Case Status as the value. |
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 to reset the goal. When the reset condition is met, the existing measurement is closed, and a new service target calculation is started.
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. |
| |
In the Milestone Information pane, configure the milestones for the service target.
Description of fields to create new milestone
| |
|---|
| Enter the milestone title |
| Enter description for the milestone |
| Define a milestone execution time from the start or before the end of the measurement. You can select one of the following options: - Percentage of goal time from start
- Percentage of goal time from end
- Hours and minutes from start
- Hours and minutes from end
|
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 from the start of the goal. This milestone is triggered after 3 hours from the start of the measurement. This milestone is triggered even if the goal is less than three hours. |
| Define the condition to trigger the milestone actions. At the milestone execution time, if the condition is met, the action is executed; otherwise, the milestone is completed without executing any action.
Example: 'Status' < "Resolved" |
Configure milestone actions for the service target.
Description of fields to configure an alert or email notification
| |
|---|
| 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 in the notification preference for the person and the method defined in the notification template that you associate with the milestone action. |
| 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. |
| 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
| |
|---|
| Select the fields in which you want to set the values after the milestone notification is triggered. |
| Type the value that you want to set in the field selected in the preceding step. |
- 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:
| Goal for the service target | | | Condition to trigger the milestone |
|---|
| | Start When—Case is created Stop When—Case is acknowledged | | |
| | Start When—Case is created Stop When—Case is resolved | | |
