Creating and viewing service targets for change requests

BMC Helix ITSM: Change Management integrates with the BMC Service Level Management application to provide service level definitions for initiation time and completion time for change requests.

When BMC Service Level Management is installed, an SLM status indicator on the Change form is enabled, displaying the service targets and milestones that are associated with a change request or release request.

In addition to the user interface integration, the Change Management application ties into the definition structure of BMC Service Level Management. BMC Service Level Management has a plug-in architecture for helping users define terms and conditions for a service target, as well as measurements. Change Management provides a user interface for this BMC Service Level Management plug-in architecture to make it simpler for users to build qualifications by using a query-by-example (QBE) model.

To create service target terms and conditions for specified change requests

If you have BMC Service Level Management installed, you can create service targets and relate them to a change request to set goals and track the level of service for the change request. You can view the service target from within Change Management.

Service targets created with BMC Helix ITSM are internal targets related to Operational Level Agreements (OLAs).

1. Log in to the BMC Service Level Management console.
2. Select the Service Target tab.
3. Click Create.
4. On the Service Target wizard, enter a title for the service target in the Title field.
5. (Optional) Enter a description of the service target in the Description field.
6. From the Applies To list, select Infrastructure Change.
7. In the Goal Type field, select a goal type:
   • Change Request Initiation—Work on the change request must be started within the specified time.
   • Change Request Completion—The change request must be completed within the specified time.
8. Click Define next to the Terms and Conditions field to open the Qualification Builder.

9. Enter any criteria that you want to use to build the qualification; all fields are optional. 

   

   
   

10. On the Customer tab, enter criteria in the Requested For and Operational Level Agreement (OLA) areas. 
    Select Exact Match, if you want the term used in the qualification to be exactly the same as you have selected or entered in the field. If Exact Match is not selected, you can enter partial words to be used in the qualification.
11. On the Categorization tab, enter criteria in the Classification, Service Categorization Selection, and Product Categorization Selection categories.
12. On the Assignment tab, enter criteria in the Change Manager and Change Coordinator categories.
13. Click Show Qualification to enter your qualification in the Qualification field.

14. Save your qualification. 
    An example of a qualification is as follows:

    'Priority' = "Medium" AND 'Location Company' = $\NULL$ AND 'Customer Company' = "ABC Company" AND 'Customer Organization' = "SMBU" AND 'Customer Department' = "Research and Development" AND 'Product Cat Tier 1(2)' = "Hardware" AND 'Product Cat Tier 2(2)' = "Inventory" AND 'Product Cat Tier 3(2)' = "Laptop" AND 'Owner Support Company' = $\NULL$

To build a custom qualification for service targets

1. Log in to the BMC Service Level Management Console.
2. Select the Service Target tab.
3. Click Create to display the Service Target wizard.
4. Fill in the basic information.
5. Click Define to display the Qualification Builder for terms and conditions.
6. Select Yes in the Custom Qualification check box.
7. Select Custom Qualification to open the Advanced Qualification Builder.
8. Enter your qualification by typing entries or use the operators, keywords, and fields from the application form.
9. Click OK to return to the Qualification Builder.
   The system enters your Qualification in the Qualification field.
10. Save your qualification.

To view service targets related to a change request

You can view service targets that have been attached to change requests. This overview allows you to see whether the service target has been met, missed, or is in a warning state. You can also create service targets for the Release Management module included with BMC Helix ITSM: Change Management. The Release Management service targets attach to the release requests. You can track these service targets by using the BMC SLM Status icons and Status Gauge.

To view the service targets related to a change or release request, open the request. The SLM Status is displayed in the left navigation pane of the Change or Release Request form.

The following table displays the icons and their description.

The colors on the Status Gauge on the SLM:Integration Dialog form display the current status of the selected service targets.

The following table explains the Status Gauge elements.

The following table describes the information in the SLM:IntegrationDialog form. 

To view SLM service targets in the Change form

If you have BMC Service Level Management installed, the Change and Release forms display both the overview and the in-depth information about the change or release request in relation to applicable service targets. You can view the service targets and milestones for restoring their unavailability. Service targets and milestones are defined from within BMC Service Level Management. Escalations can be set up to notify the assignment group prior to acknowledgment or resolution breach times.

From the Change and Release form, you can view service targets defined in BMC Service Level Management. Service targets can be defined in BMC Service Level Management for response time and resolution time. Service targets can be determined by related CIs, product and operational categorization, and many other criteria. The Next Target Date field indicates the next deadline out of all the service targets attached to the change.

For information about managing BMC Service Level Management, see Learning about Service Level Management.