Creating service targets for a change request

If you have BMC Service Level Management installed, you can create service targets and relate them to a change request to set goals and track the level of service for the change request. You can view the service target from within Change Management.

Service targets created with Remedy IT Service Management are internal targets related to Operational Level Agreements (OLAs).

To create service target terms and conditions for a change request

1. Log in to the Service Level Management console.
2. Select the Service Target tab.
3. Click Create.
    The Service Target wizard appears.
4. Enter a title for the service target in the Title field.
5. Optionally, enter a description of the service target in the Description field.
6. From the Applies To list, select Infrastructure Change.
7. In the Goal Type field, select a goal type:
   • Change Request Initiation — Work on the change request must be started within the time specified
   • Change Request Completion — The change request must be completed within the time specified
8. Click Define next to the Terms and Conditions field to open the Qualification Builder.

9. Enter any criteria that you want to use to build the qualification. All fields are optional. Company, Region, Site Group, and Site responsible for resolving the change request.

   

    

10. In the Customer tab, enter criteria in the Requested For and Operational Level Agreement (OLA) areas.
    Select Exact Match if you want the term used in the qualification to be exactly the same as you have selected or typed in the field. If Exact Match is not selected, you can type in partial words to be used in the qualification.
11. In the Categorization tab, enter criteria in the Classification, Service Categorization Selection, and Product Categorization Selection categories.
12. In the Assignment tab, enter criteria in the Change Manager and Change Coordinator categories.
13. Click Show Qualification to enter your qualification in the Qualification field.

14. Save your qualification.
    An example of a qualification is as follows:

    'Priority' = "Medium" AND 'Location Company' = $\NULL$ AND 'Customer Company' = "ABC Company" AND 'Customer Organization' = "SMBU" AND 'Customer Department' = "Research and Development" AND 'Product Cat Tier 1(2)' = "Hardware" AND 'Product Cat Tier 2(2)' = "Inventory" AND 'Product Cat Tier 3(2)' = "Laptop" AND 'Owner Support Company' = $\NULL$

To build a custom qualification

1. Log in to the Service Level Management Console.
2. Select the Service Target tab.
3. Click Create to display the Service Target wizard.
4. Fill in the basic information.
5. Click Define to display the Qualification Builder for terms and conditions.
6. Select Yes in the Custom Qualification check box.
7. Select Custom Qualification to open the Advanced Qualification Builder.
8. Enter your qualification by typing entries or use the operators, keywords, and fields from the application form.
9. Click OK to return to the Qualification Builder, the system enters your Qualification in the Qualification field.
10. Save your qualification.