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.

Identifying business services and service offerings

After gathering your company's current and future business objectives, assemble a list of the various services your organization plans to support. It is important to identify the business services which have more that one offering. Service offerings all pertain to the same general service, however criteria such as user business hours, responsiveness to requests, or impact costs due to degraded or lost service, might separate them. The following table provides an example of an email service offering.

The following table shows the service offerings: 

Type of offering

Description

Basic service offering

  • 98% uptime between 7 AM and 6 PM on weekdays
  • Response to critical, high, medium and low issues within 30 minutes, 1 hour, 4 hours and 24 hours response, respectively, during business hours
  • Compliance calculated and reported on a monthly basis

Enhanced service offering

  • 98% uptime between 5 AM and 12 AM on weekdays and 8 AM to 2 PM on weekend
  • Resolution of critical, high, medium and low issues within 1 hour, 4 hours, 8 hours and 24 hours response, respectively, during business hours
  • Compliance calculated and reported on a weekly basis

Premium service offering

  • 99% uptime 24 hours a day, 7 days a week
  • Resolution of critical, high, medium and low issues within 1 hour, 4 hours, 8 hours and 24 hours response, respectively, during business hours
  • Compliance calculated and reported on a daily and weekly basis


Even though your organization might support tens or even hundreds of business services, it is a good idea to maintain an updated list along with a description of each. The services you support that are critical to your business' success should include the following details:

  • Who are the primary users of the service?
  • Where are the users located?
  • How many users are at each location?
  • What are the primary and secondary business hours per service?
  • What are the scheduled maintenance hours per service?
  • Which teams support the service? Include both internal IT departments and outside vendors where necessary.
  • Where are the support teams located and what are their normal hours of business?

 

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