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 level management in ITSM applications

You can use BMC Service Level Management (Service Level Management) with other applications in the BMC Helix ITSM. If any of the BMC Helix ITSM applications are installed with Service Level Management, Service Level Management is automatically configured to work with that application. Service Level Management is also registered in the CMDB Federation; if Service Level Management is installed with other BMC Helix ITSM applications, you can view configuration items (CIs) with the CI Relationship Viewer.

Related topics

Integrating

SLA progress bar in Smart IT

The following video explains the overview of BMC Service Level Management.



icon-play.png https://youtu.be/ycMt6SKrCNU

The following video explains how to create a service target.


icon-play.pnghttps://youtu.be/R9v5oLzwadc

SLM-Integration Dialog form

Depending on the Service Level Management status, click the Details or the status icon to display the SLM:Integration Dialog form. The status gauge on the forms show the current status of the selected service target. The following table explains the colors and fields on the status gauge.

Color or field

Description

Green

The service target is in compliance.

Yellow

The service target has a warning status.

Red

The service target has missed its goal.

Due Date and Time

The absolute goal time (that is, disregarding business hours). This is a response or a resolution for the incident that must occur before this time; otherwise, the goal is missed. This could also be an initiation or a completion for the release request that must occur before this time; otherwise, the goal is missed.

Time Until Due

The amount of time left until the goal is considered missed.

Time Past Due

The amount of time that has passed since the goal was due.

The following table describes the service target table on the SLM:Integration Dialog form.

Service Target Title

The name of the service target.

Goal

The type of goal for the service target:

  • Response-time goal—The incident request must be responded to within the time specified.
  • Resolution-time goal—The incident request must be resolved within the time specified.
  • Initiation goal—The change or release request must be responded to within the time specified.
  • Completion goal—The change or release request must be resolved within the time specified.

Hours/Min

The response or resolution time stipulated in the goal. For a change or release request, this value is the initiation or completion time stipulated in the goal.

Cost Per Min

The cost per minute for missing the response or resolution time goal or for missing the initiation or completion time goal.

Due Date/Time

For an incident request, this is the goal time within which either a response or a resolution for the incident must occur; otherwise, the goal is missed. For a change or release request, this value is the goal time within which there must be either an initiation or a completion for the change or release request; otherwise, the goal is missed.

Progress

The status of the service target:

  • Attached—Service target has been attached to the incident, change, or release request.
  • Detached—Service target has not been attached to the incident, change, or release request.
  • In Process—Work on the request is in progress.
  • Pending—Work on the request is stopped (for example, waiting for a part, or waiting for a response from the submitter).
  • Warning—Service target is at risk.
  • Missed or Met—Service target has either missed or met its goal.
  • Invalid—Service target is disabled.

The following table describes the milestones for service targets on the SLM:Integration Dialog form.

Field

Description

Title

The title of the milestone.

Execution Time

The time that the milestone actions are executed.

Status

The current status of the milestone. The status is either active or inactive (pending), or Action Performed.

Service Level Management status icons and states

In Service Level Management, the following icons appear as you are viewing the status of service targets.

Icon

Description

StatNotAttach.gif

  • Status: Not Attached
  • No service target is attached to the incident.

StatAttach.gif

  • Status: OK
  • Green: The service targets are in process and within the goal set for completion.

StatWarn.gif

  • Status: Warning
  • Yellow: At least one service target is at risk.

StatBreach.gif

  • Status: Breached
  • Red: At least one service target did not meet its goal.

 

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