This documentation supports the 23.3 version of BMC Helix ITSM: Service Level Management.To view an earlier version, select the version from the Product version menu.

Managing service targets

You can manage service targets in the Service Targets tab of the Service Level Management Console. You can perform actions such as building, modifying, and searching the service targets.

Build service targets

Building the service target creates the workflow, such as the milestone actions. You can schedule a service target to be rebuilt at a specific date and time, for example during low demand hours.

You can build the service target when you save it, or build it later from the Service Targets tab of the Service Level Management console by selecting the service target and clicking Build.

To modify service targets

When you modify a service target, service target goal-type definition updates are applied differently to service target types. Updates to goal types for performance-monitoring, CI Outage, and availability service targets are not applied to service target measurements and dashboard displays. For request-based service targets, only new measurement records have goal type updates applied. The following steps describe how to modify a service target.

  1. Select the service target that you want to modify.
  2. Click View.
  3. Make your changes, and click Save.

To move service targets

  1. Select the service target that you want to move.
  2. Click Move To.
  3. Select the directory to which you want to move the service target and click OK.

To copy service targets

  1. Select the service target you want to copy.
  2. Click Copy.
  3. Enter a name for the service target and click OK.

To delete service targets

When you delete a service target related to an agreement, all associations to the agreement are deleted, but the compliance data and the measurement data are retained. Access the data by looking at the relevant form, such as the SLM:SLACompliance form. The status of Compliance records is set to Inactive. Any open SLM:Measurement records are set to Invalid.

Information related to deleted service targets is still included in reports if the date range supplied for the report contains existing calculated data. The following steps describe how to delete a service target.

  1. Select the service target you want to delete.
  2. Click Delete.
  3. In the Confirm Operation dialog box, click Yes.
    Details are saved to the SLMDelete.log file. The default location is:
    SLMInstallDir\Program Files\AR System\AR Server\Db\SLMDelete.log

Important

When you delete a service target:

  • the record gets deleted from the system.
  • the filters of that service target are deleted from the system.
  • the SLM: ShowDeleteFilters (Search) form shows the filters that are related to the service targets, which will be deleted. Refresh the table in this form to check whether the filters are deleted successfully.
  • if any filters are not deleted successfully, you must manually delete them from Developer Studio.

When a service target is deleted, an event is created in the SLM:Eventschedule form to mark open measurement records as invalid, which is later processed by the escalation.

When you disable a service target, the record is not deleted from the system. However, all backend filters related to the disabled service target are deleted, and the related open measurement records are marked as invalid.

Best Practices

  • Delete one service target at a time.
  • To avoid a load on the system, perform service target deletions during off-business hours.
  • Before deleting a service target, make sure that it has minimal open measurement records.


Changes to service targets logged in the audit trail

You can use the Audit Trail tab to log all changes that have been made to the following fields in the service target:

  • Title
  • GoalType
  • TermsAndConditions
  • Goals and Cost fields:
    • Hours
    • Minutes
    • Cost
  • StartQualification
  • StopQualification
  • ExcludeQualification
  • EffectiveFrom

You can refine the list of audit trail entries by entering a field name in Show Audit Logs For Field and clicking Refresh. The following information is recorded:

  • The person who created the service target.
  • The date and time the service target was created.
  • The person who last modified the service target.
  • The fields that were changed; click the icon to the right of the field to display the details.
  • The new values for the fields; click the icon to the right of the field to display the details.

Important

Items in the Audit Trail tab are read-only and cannot be modified.

 

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