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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.

Tactical approach

The tactical approach to managing your service levels is the least developed of three models. This approach focuses on the immediate needs of IT by monitoring and collecting individual metrics, which provide little or no compliance measurements. Companies employing this model normally have an understaffed IT department whose members spend a majority of their time fighting the daily problems.

Organizations employing a tactical approach find themselves totally focused on a few of the most critical services to their business. The service level metrics consist of a wide variety of infrastructure and possibly some service support Key Performance Indicators (KPIs). To please users and business owners, some members of the IT department believe this set of measurements delivers a good picture to determine the health of their business services. Unfortunately, this approach to managing service levels ends up being not much more than another IT monitoring tool, and does not satisfy the requirements for the ITIL process of managing service levels.

 

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BMC Service Level Management 20.02