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.

Using SLM Customer Dashboard


The SLM Customer Dashboard gives an overall view for service providers to supply to their customers. The customer can view real-time and historical data and assess whether their agreements with the IT service provider are in compliance. The SLM Customer Dashboard is view-only. You can access the SLM Customer Dashboard from the following URL:

http://midTierServer:port/arsys/forms/ARServer/SLM:Dashboard_Customer

Related topics

Using-dashboards

To view an agreement in the table, click View. Because the dashboards are view-only, a view-only form is displayed in a new window.
customer dashboard.jpg

Selecting a contract in the My Contract field restricts the agreements shown to those related to the contract. You can further filter the agreements by selecting a review period in the Review Period field, and then selecting a Start Date and End Date. The default date range is one month from the current time for the daily review period.

Tables on the SLM Customer Dashboard

The Customer Dashboard in the SLM console provides the following two tables:

  • Agreements
  • Related Service Targets.

Agreements table on the SLM Customer Dashboard

The Agreements table displays detailed agreement compliance data. It lists all the agreements related to the selected contract, review period, and time period. You can further filter the list of agreements in the table to those of a specific status by selecting one of the following in the Status list:

  • Compliant
  • At Risk
  • Breached
  • All

If you select the Show All check box, you can see the latest compliance records in the Agreements table, in addition to the historical information. If you do not select the check box, you see only the historical compliance calculation records in the agreement table. Because the Show All field is configurable by your administrator, it might not be shown on your window. 

The following table describes the information displayed in the Agreements table. 

Column header

Description

Agreement

The name of the agreement.

Review Period

The review period for the agreement. An agreement can have more than one review period specified during the agreement definition. Review periods indicate how often compliance should be calculated for an agreement.

Period Start

The date the review period started.

Status

The most current compliance status calculated according to the review period. The agreement can have one of the following statuses:

  • Breached (missed)
  • In Compliance (met)
  • At Risk

Previous Status

The compliance status calculated prior to the latest review period.

Compliance

The percentage compliance for the agreement. This percentage is calculated according to the review periods.

Compliance Target

The percentage target compliance set during the agreement definition. If this target is not reached, the agreement is not compliant.

Penalties/Rewards

The monetary penalties that are applied for noncompliance, set during the agreement definition. A positive value indicates a reward and a negative value indicates a penalty.

Impact Costs

The monetary impact costs incurred when the service targets related to this agreement 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.

Related Service Targets table on the SLM Customer Dashboard

The Related Service Targets table shows the status of the service targets related to the agreement selected in the Summary table. The table displays the results of the most recent service target status calculations for each review period of the related agreement. 

The following table describes the information displayed in the Related Service Targets table. 

Column header

Description

Service Target

The name of the service target.

Type

The service target type, this is a user-defined type that maps to one of the internal goal types supplied with BMC Service Level Management: request-based (resolution-time or response-time), availability, CI Outage, performance monitoring, or compliance-only.

Period Status

The goal status of the service target, based on all of the measurements for that service target within the review period. If the percentage of Met service target measurements calculated within the review period is greater than or equal to the compliance target, then the Period Status is Met. If not, it is Missed.

Review Period

The review period for the agreement to which the service target is attached.

Last Sampled Time

The last time the data was evaluated.

Charts on the SLM Customer Dashboard

The two charts related to the SLM Customer Dashboard are SLM Compliance and Penalties and Impact Costs.

SLA Compliance chart on the SLM Customer Dashboard

The SLA Compliance chart shows a historical view of the compliance percentage information for agreements related to the selected contract. The chart plots lines for the compliance status. The calculations are performed for each review period defined for the agreement.

Penalties and Impact Costs chart on the SLM Customer Dashboard

The Penalties and Impact Costs chart shows a historical view of the costs incurred if the agreements do not meet their compliance goals (including rewards if the agreements exceed their goals). The selected contract determines which to which agreements the data applies. The chart plots one line for the penalties and rewards in USD for the agreement, and one line for the total impact costs incurred when the service targets related to the agreement miss their goals.

Displaying icons in the dashboards after changing the mid tier

If you reconfigure the mid tier for dashboards you must change the path in the SLM:ConfigPreferences form. When you change the path, the mid tier server value in the HTML image tags change to point to the new mid tier server. 

Calculations done prior to the change involve fields containing HTML image tags that point to the previously configured mid tier server; this server might be down or no longer have a working mid tier installed on it. The records calculated prior to the change to a new mid tier no longer display a visible icon in the dashboards. To update data to point to the new mid tier, create an escalation or other workflow that updates the following form field values and replaces the old mid tier server name with the new mid tier server name. To do this, use the REPLACE workflow function.

  • SLM:SLACompliance
    • Compliance Status Icon (ComplianceStatusIcon)
    • Compliance Status Icon Previous (ComplianceStatusIconPrevious)
    • Comment Added Icon (CommentAddedIcon)
  • SLM:SLAComplianceHistory
    • Service Target Period Icon (ServiceTargetPeriodIcon)
    • Real Time Status Icon (RealTimeStatusIcon)
  • SLM:Measurement
    • Status Image Tag (StatusImageTag) 

      For example, on the SLM:SLACompliance form, the following HTML image tag is generated to display the Breached status: 

      <img src=http://|http://midTierServer/arsys/apps/\ ARServer/Remedy%20Service%20Level%20Management/resources/icon_unavailable.gif alt="Breached" title="Breached"* > 

      In this case, the old midTierServer name is replaced with the new midTierServer name.

 

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