Creating service targets

Create and manage service targets from the Service Targets tab of the Service Level Management Console in Mid Tier. You can perform actions such as creating, modifying, and searching the service targets.

After you create the service targets in Mid Tier and if the criteria and qualifications match the CIs that are attached to an incident in BMC Helix Network Service Operations for Communication Service Providers, the service target automatically gets associated to the incident based on the attached CIs. As a service desk agent, you can then prioritize the incidents in BMC Helix Network Service Operations  based on these service targets and quickly work and resolve the incidents before the SLA is breached.

Related topics

Prioritizing-incident-requests-based-on-service-targets

Modifying-service-targets

Troubleshooting-service-target-issues


To create service targets

  1. Log in to Mid Tier and go to Applications > Service Level Management > Service Level Management Console.
  2. In the navigation pane, select the folder in which you want your service target to reside or create a folder.
  3. To open the Service Target wizard, from the Service Targets tab, click Create.
  4. On each tab, click either Basic (default) or Advanced.
    • The Basic option allows you to access only a limited number of fields.
    • The Advanced option allows you to go through all four steps (tabs) and modify all of the fields.

  5. Follow the Service Target wizard to complete the following steps that are required to create your service target.

    Steps

    Description

    Reference topic

    Step 1—General information

    In this tab (or Step 1), set the title and optional description for the service target and specify the data source (performance-monitoring and compliance-only service targets) or application (request-based, CI Outage, and availability service targets). Additionally, set the terms and conditions under which the service target operates or the Key Performance Indicators that are used as the data source.

    Important: Every service target within a service target group must have unique terms and conditions.

    Step 2—Goals, costs, and business schedules

    In this tab, set up a goal to determine whether the service target was met or missed and set the financial impact to the business if the goal is not met. You can set a single goal or define a goal schedule with different goals for each day of the week. If you are creating a service target to be used in an Operational Level Agreement (OLA), typically no costs are involved.

    Step 3—Measurement criteria (or rules for missing data for performance-monitoring service targets only)

    For request-based service targets, the measurement criteria defines the circumstances under which your measurements start, stop, and pause. The measurement options define the group to which the service target belongs so that the information can be inherited by other service targets of the same group. They also define whether the service target can be reopened, and whether the service target measurements should be reset to zero. You can also set the percentage of the goal when the service target status changes to a warning.

    Step 4—Milestones and actions

    (Optional) Milestones and actions provide a mechanism to automatically initiate a particular action to avoid missing a commitment for a service target. As the service target progresses towards its goal, you can define milestones at predetermined points to trigger an associated action. For example, you can create a milestone that will trigger once a service target has reached 50 percent of its goal, which automatically executes an action to notify a manager.

 

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