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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.

Setting up reports for monitoring agreements

After your agreements are operational, you begin to monitor the results. The reporting mechanism and intervals are part of the Service Level Agreement (SLA), Operational Level Agreement (OLA) and Underpinning Contract (UC).

Warning

Note

You should only include items in an agreement that can be monitored and measured.

An application that manages service levels should contain a set of predefined reports that business relationship managers and service level managers can use to monitor activities related to the service organization. Reports should be scheduled to coincide with review cycles. BMC Service Level Management (BMC SLM) offers the following predefined reports to help you monitor your operation. For more details about these reports see Working with reports.

The following table shows the SLM predefined reports:

BMC SLM Reports

Agreements and service targets are monitored automatically. If targets are not being met, or agreements are at risk, notification actions are automatically triggered for the appropriate people. In addition, the service level manager keeps track of results using the dashboards or reports, and works with other IT staff to create appropriate action plans for service improvement. Periodic review and drive service improvements.

 

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BMC Service Level Management 20.02