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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.

Overview of request-based service targets

Request-based service targets measure how long it takes to complete a process, for example, the time taken to resolve a service desk request from the time the request was submitted to the time it was resolved is the total time to accomplish the task. These service targets apply to service desk requests, incident requests, and change requests.

For example, assume we have two sample goal types for a request-based service target and their labels: Incident response time and Incident resolution time.

  • Incident response time
     Refers to the time it takes for the support provider to respond to a request that has been submitted. To respond to an urgent service desk request within one hour of logging an incident request is an example of incident response time.
  • Incident resolution time
     Refers to the time it takes for the support provider to resolve or finish working on the request. To resolve a critical service desk request within one hour of logging an incident request is an example of incident resolution time.The [confluence_table-plus] macro is a standalone macro and it cannot be used inline.
Warning

Note

The data source for this type of service target is always a BMC Remedy AR System form that is configured to work with BMC Service Level Management (BMC SLM).

 

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BMC Service Level Management 20.02