This documentation supports the 20.02 version of BMC Service Level Management. To view an earlier version, select the version from the Product version menu.

User goals and features

Starting with the version 9.1.04, BMC does not provide support for the SLM Collector and all BMC provided integrations making use of the SLM Collector.

BMC Service Level Management provides conceptual, reference, task, and troubleshooting information for the following roles.

User role

Goals

Topics

Application administrators

  • Installing and upgrading BMC Service Level Management
  • Configuring BMC Service Level Management
  • Managing BMC Service Level Management access control by assigning permissions for the application and its components
  • Maintaining BMC Service Level Management by adding and deleting users, groups, and roles, and backing up BMC Remedy AR System servers.
  • Integrating BMC Service Level Management with other applications

Service level administrator

  • Planning the service level management implementation
  • Defining agreements, service targets, and contracts
  • Configuring templates to help service level managers set up service targets and agreements

Reporting administrator

  • Designing, developing, and scheduling service level reports

SLM manager

  • Viewing reports and dashboards to gather information on status of services

Customer (end user)

  • Viewing the SLM Customer Dashboard.

Developers

  • Customizing BMC Service Level Management

 

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