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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.

Components of agreements

An agreement must include a compliance target and at least one service target. Optionally, an agreement can include one or more milestones with one or more actions associated with each milestone. 

For example, an SLA milestone can have one action that sends email notifications and another that sends a pager notification. Penalties or rewards, other SLAs, OLAs, UCs or an association with one or more contracts can also be part of an agreement.

Required agreement components

Optional agreement components

Compliance target

One or more milestones with one or more actions associated with each milestone. For example, an SLA milestone can have one action that sends email notifications and another that sends a pager notification.

Service target (at least one)

Penalties or rewards Other SLAs, OLAs, or UCs An association with one or more contracts.

 

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BMC Service Level Management 20.02