Creating service targets for a release request

Service targets created with the Release Management module are internal targets related to operational level agreements (OLAs).

Measurement, milestone, and milestone action templates

When you create service targets for a release request, you define terms and conditions in the Qualification Builder. You can also use the templates supplied with the software in the Measurement tab and the Milestones tab. Milestone and action templates are supplied with the integration.

 Measurement templates

Milestones templates

Milestone Action templates

To create service target terms and conditions for a release 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 Releases.
7. In the Goal Typefield, select a goal type:
   • Release Request Initiation--Work on the release request must be started within the time specified
   • Release Request Completion--The release 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.

   Warning

   Note

   You can use the templates supplied with the software in the Measurement tab and the Milestones tab. Milestone and action templates are supplied with the integration. 

9. Enter any criteria that you want to use to build the qualification. The Milestone field is required.
10. Enter information in the Description, Service, Priority, Milestone, and Release Type fields.
11. In the Customer tab, enter criteria in the Requester and Release Location categories.
     If you select Exact Match, the qualification builds for all fields and assumes a NULL values for fields that have no value. If you do not select Exact Match, the qualification builds using only those fields that have values.
12. In the Classificationtab, enter criteria from the following categories that you want to use to build the qualification. Fields labeled in bold are required.
    • Operational Categorization Selection
    • Product Categorization Selection
13. In the Assignment tab, enter criteria in the Release Manager categories.
14. Click Show Qualification to display your qualification.

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

    'Priority' = "Critical" AND 'Location Company' = "Calbro Services" AND
    'Department' = "Research and Development" AND 'Product Cat Tier1' = "Hardware" AND 'Product Cat Tier 2' = "Inventory" AND 'Product
    Cat Tier 3' = "Laptop".