Creating service targets for unavailable CIs

In Remedy Asset Management, you can create service target to track the availability assignment for a configuration item (CI). For example, the service target goal specifies that the CI must be unavailable for no more than two hours. If the CI is unavailable for four hours, the goal is missed. Unavailability might be due to scheduled maintenance or an unexpected problem.

To create service target terms and conditions for unavailable CIs

1. Log on to the Service Level Management Console.
2. Select the Service Target tab.
3. Click Create.
    The Service Target wizard appears.
4. In the Title field, enter a title for the service target.
5. In the Description field, enter an optional description of the service target.
6. From the Applies To list, select CI Unavailability.
7. In the Goal Type field, select Asset Availability.

8. To open the Qualification Builder, click Define next to the Terms and Conditions field. For instructions on how to build a custom qualification, see Building-custom-qualifications. 

   Warning

   Important

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

9. Enter the criteria that you want to build the qualification. Fields labeled in bold are required. In the Classification tab, enter criteria from the following categories that you want to use to build the qualification. Fields labeled in bold are required.
   • CI Type—CI Type lists, select the configuration item you want to relate to the contract. These CI types are the CIs available from the Manage CIs link on the Manager Console in Remedy Asset Management.
   • Priority—Select the importance of the request from the following options:
     • Critical
     • High
     • Medium
     • Low
   • Unavailability Class—Specifies whether the unavailability request originated from a change request or an incident request:
     • Change
     • Incident
   • Unavailability Type—Select from the following options:
     If you have Remedy Change Management or Remedy Service Desk: Incident Management installed, this field is automatically populated if you create a CI Unavailability record from either of these applications.
     
     • Scheduled Full—The CI is out of service during a scheduled change. You can select this type only if the CI Unavailability record is from a change request.
     • Scheduled Partial—The is CI is changed, but not out of service. However, the CI performance suffers some performance degradation during the duration of the change. You can select this type only if the CI Unavailability record is from a change request.
     • Unscheduled Full—The CI is experiencing a complete service outage that was not planned. You can select this type if the CI Unavailability record is from an incident or a change request.
     • Unscheduled Partial—The CI is experiencing a service degradation that was not planned. You can select this type if the CI Unavailability record is from an incident or a change request.
10. In the Assignment tab, enter criteria that you want to use to build the qualification.
    • Support Company—The company that is providing the service.
    • Support Organization—The service organization within the company.
    • Assigned Group—The group to which the request is assigned.
    • Assigned Group ID—The ID of the group to which the request is assigned.

11. Click Show Qualification to display your qualification.
     Following is an example of a qualification:

    'CI Type' = "Computer System" AND 'Unavailability Class' = "Incident" AND 'Unavailability Type' = "Scheduled Full" AND 'Assigned Group ID' = "SGP000000000002"
12. Save your qualification.