This documentation supports the 21.05 version of BMC Service Level Management. To view an earlier version, select the version from the product version menu.
Scenario task 8 - Assign service level management roles to IT staff
As Calbro's IT department has an established team of individuals that manage the current bottom-up service level management environment, it should be a simple matter of assigning the BMC SLM roles to these members and carrying on with the normal activities. However the top-down approach requires a shift in how the planning and administration of Calbro's service level management environment must be handled. The greatest shift comes in the interaction between business owners and service suppliers. In the past, the IT department was in charge of defining what business service compliance meant and how it would be executed. Business owners concentrated most of their activities on the sales and marketing of the business services, and only conversed with IT when there was a problem or when a new business service was going to be introduced. To help combat any problems that might arise due to the management changes, Executive management explained what BSM meant to the company and why they were doing it, and insisted on ITIL and solution training. As the IT department adapted and began following ITIL best practices, the transition was met with very little resistance.
The BMC SLM solution defines a set of service level management user roles that can relate to permissions that allow access to a variety of solution capabilities. At Calbro, individual titles, as well as the roles, might change depending on if the business service is used internally or externally. The Email Service is used only by Calbro employees, whereas the discount equity brokerage and online retail banking are intended for external customers. External business services have an individual that is assigned to the business relationship manager role and this person works with person in the service level manager role. Internal business services, such as the email service, have a single person that is assigned both the business relationship manager and service level manager roles. Calbro understands that the SLA creator role is quite powerful, as individuals with this role have the ability to create, modify, and delete contract, agreement, and service target definitions within BMC SLM. This role is only trusted to a small group of employees within the service level management staff, because any changes to the service level management environment are strictly controlled through a change process that is quite different from the bottom-up approach Calbro had in place. Table 1-10 provides details on the assignment of service level management roles at Calbro for the first phase of the project.
The following table shows the SLM roles and permissions:
Calbro service level management Role and Permission Assignments