This documentation supports the 22.1 version of BMC Service Level Management.To view an earlier version, select the version from the Product version menu.

Service targets

Use a service target to measure specific service goals. Depending on their type, service targets include costs, terms and conditions, measurements, and milestones with actions for a service goal. You can either relate service targets to SLAs, OLAs, or UCs or keep them standalone, unassociated with any service or agreement.

You can define custom goals for your service targets and give them a display label according to your business processes and needs. These custom goals map to the internal service target types and are configured in the Application Administration Console.

Related topics

Managing-service-goals-by-using-Service-targets

Components of service targets

A service target must include one set of terms and conditions or Key Performance Indicator (KPI) definition, one goal type to determine the method of how a target is met or missed, and a measurement criteria.

Note

Measurement criteria are not defined for compliance-only service targets.

A service target can optionally include impact costs and one or more milestones with one or more actions associated with each milestone.

Service type components

Essential service type components

Optional service type components

One set of terms and conditions or KPI definition

Impact costs

One goal type

One or more milestones with one or more actions associated with each milestone

Measurement criteria

 Not applicable

Statuses and states of service targets

The following statuses of service targets are possible:

  • Enabled—The service target is active.
  • Disabled—The service target is inactive.
  • Invalid—The service target is inactive and no longer in operation.

Important

When you change a service target status to disabled or invalid, the open measurement records change to MeasurementDone=Yes and MeasurementStatus=Invalid.

You cannot build a service target, if the status is Disabled.

Measurement states of service targets

As you meet certain service target criteria, the status goes through several states. The states might be visible in reports or in the dashboards. The following tables describe the measurement states for each type of service target. 

Measurement states of request-based service targets

State

Description

Attached

The Terms and Conditions apply and the record is created.

In Process

The Start When measurement criteria are met; the measurements are taking place.

Pending

The Exclude measurement criteria are met; measurements are not taking place.

Warning

The Start When measurement criteria are met; the specified percentage of goal time has been met. The default is 50%.

Met/Missed

The Stop When measurement criteria are met; the goal is assessed as being Met or Missed.

Missed Goal

The specified goal time has passed and there is no change in the Status of the Incident request, for example. The Stop When criteria have not been met.


Measurement states of availability service targets

State

Description

Attached

When the Terms and Conditions apply, the record is created.

Available

The Available When measurement criteria are met.

Unavailable

The Unavailable When measurement criteria are met.

Unknown

Neither of the Available When or Unavailable When measurement criteria are met.

Measurement states of CI Outage service targets

State

Description

Attached

When the Terms and Conditions apply, the record is created.

Available

The Available When measurement criteria are met.

Unavailable

The Unavailable When measurement criteria are met.

Unknown

Neither of the Available When or Unavailable When measurement criteria are met.

Measurement states of performance-monitoring service targets

Note

Measurements begin for a performance-monitoring service target when the service target is created. The processor updates the measurement record at the processing frequency specified during service target definition.


State

Description

Met

The processed data has a status of OK.

Missed

The processed data has a status of Alarm.

Warning

The processed data has a status of Warning.

Unknown

The data does not have a status of Met, Missed, or Warning. The data might be missing; it was not received from the monitoring tool.

Measurement states of compliance-only service targets

The compliance-only service target has no measurement records because the data has already been processed.