Viewing SLM trends data by using the Service Level Manager dashboard
The SLM Trends tab shows the most recent and historical data on agreements and their related contracts. You can view agreement compliance, penalties and rewards, impact costs, and contract information.
You can search for an item in the Summary of Agreements and Related Contracts table by entering the search criteria in the Show fields.
You can search by:
- Contract—String contained in a contract name
- Agreement Title—String contained in an agreement name
- Status—Agreement compliance status
- Agreements—Agreements with accrued penalties or impact costs
- All—Displays all agreements
For example, if you want to search for all contracts that are with ABC Company and have the term ABC Company in the contract name, type ABC Company in the search field and press Enter. (The search is not case sensitive.) All the agreements related to the contracts with ABC Company appear in the table.
To access the Service Targets tab
- Log on to BMC Service Level Management .
- On the SLM Console, select Dashboards.
- On the Dashboards tab, select SLM Trends.
You can filter the agreements in the table by selecting a review period from the Review Period list. All displays information for all review periods.
To view an agreement or a contract, select it in the table and click View Agreement or View Contract. The agreement or contract appears in view-only mode.
Table on the SLM Trends tab
The Summary of Agreements and Related Contracts table lists information about agreements and contracts. The table shows the most recent agreement calculations for each agreement and review period displayed without any historical data. The table is filtered first by the Show field and then by Review Period field.
Column header | Description |
|---|---|
Agreement | Name of the agreement. |
Review Period | Review period in which the measurement applies. |
Status | Most current compliance status calculated according to the review period. The status is indicated by an icon. The status shown is one from the following list:
|
Comment | Comment that you can add concerning the agreement, such as an explanation for noncompliance. |
Agreement Type | A service level agreement, an operational level agreement (OLA), or an underpinning contract (UC). |
Penalties/Rewards | Penalties and rewards for the review period. If the agreement was met and a reward incurred, the amount is a positive number; if the agreement was not met and a penalty incurred, the amount is a negative number. |
Impact Costs | Monetary impact costs incurred when the related service target goals are not met. The impact cost is set during service target definition. The sum of all the costs for all service targets that missed their goals, and are related to the agreement, are calculated for the review period and shown as an amount and currency. |
Contract ID | User-supplied Contract ID number of the contract related to an agreement. |
Contract Name | User-supplied title of the contract related to an agreement. |
Contract Status | Status of the contract related to the agreement. Possible statuses are:
|
Unknown Time | (Performance-monitoring service targets only) Total time during the review period when no data was available to calculate the status of any service targets related to the agreement. |
Charts on the SLM Trends tab
The SLM Trends tab shows the following charts:
- Compliance Status
- Impact Costs and Penalties/Rewards
Compliance Status chart for SLM trends
The Compliance Status chart shows the historical compliance status for the agreement selected in the Summary of Agreements and Related Contracts table. The dotted line shows the compliance target percentage for the agreement. The solid line shows the compliance status for the agreement.
The compliance calculations are processed for each review period defined for the selected agreement. The default date range is six months from the current date and time; the Start Date and End Date fields are updated when the SLM Trends tab appears for the first time. Entering a Start Date and End Date confines the measurements shown to those processed within these dates. 
Impact Costs and Penalties/Rewards chart for SLM trends
The Impact Costs and Penalties/Rewards chart displays a historical view of the costs incurred if an agreement was breached, and the rewards for meeting or exceeding the agreement. It also shows the costs associated with missed service target goals for all related service targets. The costs, penalties, and rewards apply to the agreement selected in the Summary of Agreements and Related Contracts table.
One line in the chart shows the total impact costs when the service targets related to the agreement miss their goals. The other line shows the penalties or rewards for the agreement. A positive value indicates a reward for meeting or exceeding the goals, and a negative value indicates a penalty for breaching the agreement.
The default date range is six months from the current date and time; the Start Date and End Date fields are updated when the SLM Trends tab appears for the first time. Entering a Start Date and End Date confines the measurements shown to those processed within these dates. 