Creating service targets for a change request

Service targets created with BMC Change Management are internal targets related to operational level agreements (OLAs).

To create service target terms and conditions for a change request

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 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 time specified.
   • Change Request Completion--The change request must be completed within the time specified.

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

   Note

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

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

   Warning

   Note

   For example, you can specify the Company, Region, Site Group, and Site responsible for resolving the change request.

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

14. Save your qualification.
     Following is an example of a qualification: 

    
    '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' = $\NULL$