This documentation supports the 21.3 version of BMC Helix ITSM: Service Desk.To view an earlier version, select the version from the Product version menu.

Reviewing service targets for an incident request


If BMC Service Level Management is installed, the Incident Request form shows overview and in-depth information about the incident in relation to the applicable service targets. You can view request-based service targets attached to incident requests. This enables you to see whether the service target has been met, missed, or is in a warning state.

The integration with BMC Service Level Management provides service level definitions for resolution and response time for incidents. Service targets and milestones that are associated with an incident are visible on a tab on the Incident Request form.

In addition to the user interface integration, Incident Management uses 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. Incident 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.

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Managing service goals by using Service targets

The following video presentation describes how to use service targets to prioritize incident requests.

Disclaimer

Although the concepts and procedures presented in this video are correct, the user interfaces shown are not current.


icon-play.pnghttps://youtu.be/G9fb6WV6FuM

To view service targets related to an incident request

  1. From the Incident Management console, open the relevant incident request record.

  2. View the SLM Status icon from the Navigation pane.
    The following table describes the SLM Status icon states:

    Icon

    Description

    statnotattach_47002_516.gif

    Status: Not Attached
    No service target is attached to the incident.

    statattach_47651_516.gif

    Status: Attached
    Green: The service targets are in compliance.

    statwarn_47112_516.gif

    Status: Warning
    Yellow: At least one service target is at risk.

    statbreach_47653_516.gif

    Status: Breached
    Red: At least one service target did not meet its goal.

  3. Click the icon to display the SLM:IntegrationDialog form to see in-depth information about the incident in relation to the applicable service targets.
    The status gauge on the SLM:Integration Dialog form shows the current status of the selected service target. The following table explains the colors and fields on the status gauge:
    Status gauge on the SLM:Integration Dialog form

    Color or field

    Description

    Green

    The service target is in compliance.

    Yellow

    The service target has a warning status.

    Red

    The service target has missed its goal.

    Due Date and Time

    The goal time within which a response or a resolution for the incident must occur; otherwise, the goal is missed.

    Time Until Due

    The amount of time left until the goal is considered missed.

    Time Past Due

    The amount of time that has passed since the goal was due.

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

    Field

    Description

    Incident ID

    The ID of the incident.

    Details

    Click to see details about the selected service targets.

    Service Target table

    SVT Title

    The name of the service target.

    Goal

    The type of goal for the service target:
    Response-time goal—The incident request must be responded to within the time specified.
    Resolution-time goal—The incident request must be resolved within the time specified.

    Hours/Min

    The response or resolution time stipulated in the goal.

    Cost Per Min

    The cost per minute for missing the response or resolution time goal.

    Due Date/Time

    The goal time within which a response or a resolution for the incident must occur; otherwise the goal is missed.

    Progress

    The status of the service target:
    Attached—The service target is attached to the incident.
    Detached— The service target is not attached to the incident. This occurs when the terms and conditions in the service target are no longer valid measurements for the attached incident. For example, if the terms and conditions in the service target are set to 'Priority'="High" and y ou change the priority of the ticket from high to low, the status of the service target changes to Detached.
    In Process—Work on the request is taking place.
    Pending—Work on the request is stopped (for example, waiting for a part or waiting for a response from the submitter).
    Warning—The service target is at risk.
    Missed—The service target has missed its goal.
    Met—The service target has met its goal.
    Invalid—The service target is disabled.

    Milestones for SVT 

    Title

    The title of the milestone.

    Execution Time

    The time that the milestone actions are executed.

    Status

    The current status of the milestone. The status is Active or Inactive (pending), or Action Performed.

 

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