bmc service level management 7.6.03 - configuration guide

8/20/2019 BMC Service Level Management 7.6.03 - Configuration Guide

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www.bmc.com

BMC Service Level Management 7.6.03

Configuration Guide

August 2010


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If you have comments or suggestions about this documentation, contact Information Design and Development by email at

[email protected].

Contacting BMC Software

You can access the BMC Software website at http://www.bmc.com. From this website, you can obtain informationabout the company, its products, corporate offices, special events, and career opportunities.

United States and Canada

Address BMC SOFTWARE INC2101 CITYWEST BLVDHOUSTON TX 77042-2827USA

Telephone 713 918 8800 or800 841 2031

Fax 713 918 8000

Outside United States and Canada

Telephone (01) 713 918 8800 Fax (01) 713 918 8000

© Copyright 2006–2010 BMC Software, Inc.

BMC, BMC Software, and the BMC Software logo are the exclusive properties of BMC Software, Inc., are registered with the U.S. Patent

and Trademark Office, and may be registered or pending registration in other countries. All other BMC trademarks, service marks, andlogos may be registered or pending registration in the U.S. or in other countries. All other trademarks or registered trademarks are theproperty of their respective owners.

Oracle is a registered trademark of Oracle Corporation.

UNIX is the registered trademark of The Open Group in the U.S. and other countries.

BMC Software considers information included in this documentation to be proprietary and confidential. Your use of this information is

subject to the terms and conditions of the applicable End User License Agreement for the product and the proprietary and restrictedrights notices included in this documentation.

Restricted rights legend

U.S. Government Restricted Rights to Computer Software. UNPUBLISHED -- RIGHTS RESERVED UNDER THE COPYRIGHT LAWS OF

THE UNITED STATES. Use, duplication, or disclosure of any data and computer software by the U.S. Government is subject to

restrictions, as applicable, set forth in FAR Section 52.227-14, DFARS 252.227-7013, DFARS 252.227-7014, DFARS 252.227-7015, andDFARS 252.227-7025, as amended from time to time. Contractor/Manufacturer is BMC Software, Inc., 2101 CityWest Blvd., Houston, TX

77042-2827, USA. Any contract notices should be sent to this address.

mailto:[email protected]://www.bmc.com/http://www.bmc.com/mailto:[email protected]://www.bmc.com/


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Customer Support

You can obtain technical support by using the Support page on the BMC Software website or by contacting CustomerSupport by telephone or email. To expedite your inquiry, please see “Before Contacting BMC Software.”

Support website

You can obtain technical support from BMC Software 24 hours a day, 7 days a week athttp://www.bmc.com/support. From this website, you can:

Read overviews about support services and programs that BMC Software offers. Find the most current information about BMC Software products. Search a database for problems similar to yours and possible solutions. Order or download product documentation. Report a problem or ask a question. Subscribe to receive email notices when new product versions are released. Find worldwide BMC Software support center locations and contact information, including email addresses, fax

numbers, and telephone numbers.

Support by telephone or email

In the United States and Canada, if you need technical support and do not have access to the Web, call 800 537 1813 orsend an email message to [email protected]. (In the Subject line, enterSupID:, such as SupID:12345.) Outside the United States and Canada, contactyour local support center for assistance.

Before contacting BMC Software

Have the following information available so that Customer Support can begin working on your issue immediately:

Product information

— Product name— Product version (release number)— License number and password (trial or permanent)

Operating system and environment information

— Machine type— Operating system type, version, and service pack— System hardware configuration— Serial numbers— Related software (database, application, and communication) including type, version, and service pack or

maintenance level

Sequence of events leading to the problem

Commands and options that you used

Messages received (and the time and date that you received them)

— Product error messages— Messages from the operating system, such asfile system full— Messages from related software

http://www.bmc.com/supportmailto:[email protected]:[email protected]://www.bmc.com/support


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License key and password information

If you have a question about your license key or password, contact Customer Support through one of the followingmethods:

E-mail [email protected]. (In the Subject line, enter SupID:,such as SupID:12345.)

In the United States and Canada, call 800 537 1813. Outside the United States and Canada, contact your local supportcenter for assistance.

Submit a new issue at http://www.bmc.com/support.

mailto:[email protected]://www.bmc.com/supporthttp://www.bmc.com/supportmailto:[email protected]


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Contents 5

Contents

Preface 9

Audience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10Icons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10About the BMC Service Level Management product. . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Integrations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11BMC Service Level Management documentation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

BMC SLM documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12Solution documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Chapter 1 Introducing BMC Service Level Management configuration 15

BMC Service Level Management overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16Before you begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Application Administration Console . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16Application Administration Console options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17Accessing the Application Administration Console . . . . . . . . . . . . . . . . . . . . . . . . 18

Chapter 2 Configuring application settings 21

Configuring SLM preferences . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22Service target data sources . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Configuring data sources for CI Outage service targets . . . . . . . . . . . . . . . . . . . . . 24Configuring data sources for request-based, availability, and compliance-only

service targets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25Re-building request-based or availability data sources . . . . . . . . . . . . . . . . . . . . . 30Deleting service target data sources . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30Deleting data sources with multiple BMC Remedy AR System servers. . . . . . . . 31

Tracking time by support teams . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31Resetting goals for the same request . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32Using goals defined on the application form . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33Using start time defined on the application form. . . . . . . . . . . . . . . . . . . . . . . . . . . 34Using end time defined on the application form . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

Goal types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35Configuring goal types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36Deleting goal types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37


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6 Configuration Guide

Service target groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38Group inheritance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38Creating service target groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38Adding service targets to a group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39Adding service targets not in a group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

Removing service targets from a group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39Deleting service target groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40

Configuring agreement owners . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40Configuring review periods for agreements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41Configuring SLM comments. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42Templates. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Viewing templates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44Configuring templates for conditions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45Configuring templates for measurement criteria . . . . . . . . . . . . . . . . . . . . . . . . . . . 46Configuring templates for goal and cost schedule . . . . . . . . . . . . . . . . . . . . . . . . . . 46Configuring templates for milestones. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47

Configuring templates for action. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47Relating milestone and action templates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48Modifying templates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48Deleting templates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49

Configuring contract menus . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49Performance data updates. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50

SLA compliance update . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50Request-based update . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50Availability update . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50Updating performance data manually . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51Updating measurement data retroactively . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51

Chapter 3 Configuring business time 53

Using business time segments and entities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54Creating business time segments. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54Creating a business entity. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55Relating business time segments to a business entity . . . . . . . . . . . . . . . . . . . . . . . 55Adding a business entity to a service target . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56

Using a business entity defined on an application form . . . . . . . . . . . . . . . . . . . . . . . . 56Creating a field to hold the business entity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57Specifying the application form and field for a business entity . . . . . . . . . . . . . . . 57Specifying use of a field on the application form . . . . . . . . . . . . . . . . . . . . . . . . . . . 57

Chapter 4 Configuring the Collector module 59

Collector module . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60Collection Points. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60Collection Nodes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60Bulk Performance Manager nodes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60

Collector architecture . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61


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Contents 7

Collection process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61Communication protocol . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62Authentication key . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62Optional configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63

Collector Configuration Console . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64

Accessing the Collector Configuration Console . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64Using security mechanisms in the Collector Configuration Console . . . . . . . . . . 65

Using the Collector Configuration Console. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66Configuring BMC Remedy AR System settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66Configuring database settings. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67Configuring log settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68Viewing performance monitoring data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69Configuring administration settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69

Collection Points. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70Adding Collection Points . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71Modifying Collection Points . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72

Deleting Collection Points . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72Collection Nodes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73Collection Node and Collection Point relationships . . . . . . . . . . . . . . . . . . . . . . . . 74Collection Node frequency . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74Missing data limit . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75Processing frequency when defining a service target . . . . . . . . . . . . . . . . . . . . . . . 75Collection Node use cases . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75Configuring BMC Performance Manager Portal . . . . . . . . . . . . . . . . . . . . . . . . . . . 76Configuring BMC Performance Manager Express. . . . . . . . . . . . . . . . . . . . . . . . . . 78Configuring BMC Performance Manager (for BMC PATROL agents) . . . . . . . . . 79Configuring BMC Transaction Management Application Response Time . . . . . 80

Configuring BMC Service Impact Manager (BMC SIM) . . . . . . . . . . . . . . . . . . . . . 82Configuring BMC ProactiveNet Analytics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84Configuring SNMP trap . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87Modifying and deleting Collection Nodes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91

Configuring Bulk Performance Manager nodes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92

Chapter 5 Configuring SIM service target and agreement defaults 95

Overview of service target defaults for SIM . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96Configuring service target defaults . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96Configuring agreement defaults . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97

Chapter 6 Additional configuration tasks 99

Exporting service targets. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100Importing service targets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101Creating email templates for a milestone notification action . . . . . . . . . . . . . . . . . . . 101Configuring preferences to allow access to BMC Atrium CMDB data . . . . . . . . . . . 103Attaching availability service targets to assets or other items . . . . . . . . . . . . . . . . . . 103Building service targets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104

Scheduling service target builds across different time zones . . . . . . . . . . . . . . . . 104Escalation pooling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105


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Chapter 7 BMC Service Level Management web services 107

Registering BMC SLM web services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108Customizing published BMC SLM web services. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109

Index 115


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Preface 9

Preface

This guide describes how to use the BMC Service Level Management (BMC SLM)application.

The application runs on the BMC Remedy Action Request System (BMC RemedyAR System) and consumes data from the BMC Atrium ConfigurationManagement Database (CMDB) application.


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AudienceThis guide is intended for business relationship managers, service level managers,and Application Administrators who use the BMC Service Level Management

application to define and create agreements and service targets, modify currentagreements and service targets, delete agreements and service targets, and run andview reports.

Icons

Documentation for the BMC Service Level Management products contains thefollowing icon:

About the BMC Service Level Management

productBMC Service Level Management enables a service provider, such as an ITorganization, a customer support group, or an external service provider, toformally document the needs of its customers or lines of business using servicelevel agreements, and provide the correct level of service to meet those needs.

BMC SLM also provides a means to review, enforce, and report on the level ofservice provided. It streamlines the most important task of all, which is thecommunication between a service provider and its customers. Multiple servicetargets can be defined and monitored, acting as a bridge between IT service

support and IT operations. This enables costs to be controlled and helps to providea consistent level of service in support of a key business service.

Icon Description

The Best Practice icon highlights processes orapproaches that BMC has identified as the mosteffective way to leverage certain features in thesuite.


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Preface 11

About the BMC Service Level Management product

BMC SLM provides the following functionality:

Helps IT managers, customer service managers, and other service providers toguarantee a high level of responsiveness to service requests.

Helps service organizations to assess and monitor the relationship between the

support staff and their customers and helps them to meet service commitments. Allows service organizations to monitor key infrastructure performance

indicators and business services as defined in Service Level Agreements (SLAs),Operational Level Agreements (OLAs), and Underpinning Contracts.

Provides a means to create goals and monitor commitments through reports andgraphical dashboards.

Integrations

The BMC Remedy AR System integrations allow BMC SLM to communicate and

share data with the following applications:

BMC Remedy Incident Management

BMC Remedy Change Management and Release Management

BMC Remedy Asset Management

BMC Service Request Management

BMC Service Impact Manager

BMC Performance Manager

BMC TM Real Experience Monitor

BMC TM Application Response Time

BMC Service Impact Manager

BMC ProactiveNet Analytics

SNMP


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BMC Service Level Managementdocumentation

Unless otherwise noted, online documentation is in the Docs directory of theproduct DVD and the Customer Support website at http://www.bmc.com/support.

You can access application help by clicking Help links within the application.

BMC SLM documentation

The following table lists the documentation available for BMC Service LevelManagement.

Solution documentation

The following table lists documentation for BMC solutions that include BMC SLM.This documentation is available on the Customer Support website at http://www.bmc.com/support.

Title Document provides Audience

BMC Service Level Management Release Notes

Information about known issues in each release of BMCService Level Management. Also provides a list of newfeatures included with the application.

Everyone

BMC Service Level Management User’s Guide

Procedures for using the BMC Service Level Managementapplication; includes new features and overview.

Everyone

BMC Service Level Management InstallationGuide

Procedures for installing the BMC Service Level Managementapplication.

Everyone

BMC Service Level Management ConfigurationGuide

Procedures for configuring the BMC Service LevelManagement application.

Administrators

Help Help for using and configuring BMC Service LevelManagement, available by clicking Help in the productinterface.

Available from help links after help is installed.

Users andadministrators


BMC Dashboards for BusinessService Management GettingStarted

Information about installing, configuring, and using BMCDashboards for BSM.

Everyone

BMC Change andConfiguration ManagementInstallation and ConfigurationGuide

Information about installing and configuring the CCM(Change and Configuration Management) offerings.

Administrators

http://www.bmc.com/supporthttp://www.bmc.com/supporthttp://www.bmc.com/supporthttp://www.bmc.com/supporthttp://www.bmc.com/supporthttp://www.bmc.com/support


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Preface 13

BMC Service Level Management documentation

BMC Service Impact Manager:Integration for BMC RemedyService Desk User Guide

Detailed information about the Integration for the BMCRemedy Service Desk (IBRSD) component. This guide isintended for system administrators and users with anunderstanding of the BMC Impact Manager and BMC

Remedy Service Desk environments.

Everyone

Service Management SolutionsRelease Notes

Information about new features, open issues, and resolvedissues.

Everyone

Service Management SolutionsInstallation and ConfigurationGuide

A certified path, which has been tested and validated, tosuccessfully install the Service Management Solutionofferings.

Administrators

Service Management SolutionsInstallation Overview

A reference to quickly installing and configuring ServiceManagement Solutions applications.

Administrators



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Chapter

1 Introducing BMC Service LevelManagement configurationThis section provides an overview of BMC Service Level Management and itsconfiguration including information about prerequisites, options available, and

how to access the Application Administration Console.The following topics are provided:

BMC Service Level Management overview (page 16)

Application Administration Console (page 16)


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BMC Service Level Management overviewBMC Service Level Management allows you to monitor the status of youragreements to make sure that you provide the appropriate levels of service to your

internal and external customers.The application administrator is responsible for configuring BMC Service LevelManagement. Before any of the general configuration tasks can be performed, theapplication administrator must be added to the Administrator permission groupin the User form.

For more information, see the BMC Remedy Action Request System Form and Application Objects guide.

Before you begin

Before you configure the BMC Service Level Management application, verify thatthe following configuration prerequisites are met:

You must have a BMC Remedy AR System write license (either fixed or floating)and an application license to create or modify entries in the ApplicationAdministration Console.

You must be a member of the Administrator group in the User form with changeaccess to BMC Remedy AR System User and Group forms.

You must have basic knowledge of BMC Remedy AR System administrationtasks.

Application Administration Console

The Application Administration Console is the starting point for configuring BMCService Level Management. As the application administrator, you can configurethe BMC Service Level Management application settings that best meet yourservice level management needs.

NOTE

You must have administrator permissions to access the BMC Service Level

Management Administration Console.

If you have installed other IT Service Management (ITSM) applications, theApplication Administration Console has two tabs:

Custom Configuration—Service Level Management configuration tasks starton this tab.

Standard Configuration—This tab is not used to configure Service LevelManagement.


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If you have not installed any ITSM applications, the Application AdministrationConsole has no tabs.

In the Application Settings list, items are displayed for BMC Service LevelManagement and any ITSM applications you have installed. The subcategorieslisted under BMC Service Level Management allow you to go to all the

configuration forms required to set up and maintain BMC Service LevelManagement. The forms are available only to BMC Remedy AR Systemadministrators and ITSM application administrators.

TIP

Open forms from the console. If you open forms directly from the object list inBMC Remedy User, you might not see all the information you need.

Application Administration Console options

The following configuration links are available under Service Level Managementin the Application Settings list.

Table 1-1: Application Administration Console options for Service Level Management

Application settings Details for each setting

Configure ApplicationSettings

Agreement Owners

Contract Menus

Data Sources

Goal Types

Manual Update of SLA Compliance

Preferences Retroactive Update of Measurement Data

Review Periods

Service Target Groups

SLM Comments

Templates

Configure Business Time Shared Entity/Segments

Configure Defaults (SIMonly)

Service Target Defaults

Agreement Defaults

Configure Collector Module Bulk Performance Manager Nodes

Collection Nodes Collection Points

Import/ Export Export

Import


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Accessing the Application Administration ConsoleYou can access the Application Administration Console from BMC Remedy Useror from the web. If you installed the Application Administration Console shortcuton your desktop, you can double-click the icon to launch the console; otherwise,use the following procedure to open the console:

To open the Application Administration Console from BMC Remedy User

1 Choose Start > Programs > Action Request System > BMC Remedy User.

a In the Login dialog box User Name field, enter the application administratoruser name.

b In the Password field, enter the corresponding application administratorpassword.

c Click Options.

d In the Preference Server field, specify the name of the preference server if youare using BMC Remedy AR System centralized preferences.

2 Click OK to display the Home Page form.

If the Home Page does not open, perform the following steps in BMC RemedyUser:

a Choose Tools > Options.

b In the Options dialog box, click the Home Page tab.

c Select the Open Home Page Automatically check box and click OK.

3 From the Quick Links section on the left navigation bar, click ApplicationAdministration Console.

4 If the Application Administration Console has tabs, click the CustomConfiguration tab.

5 From the Application Settings list, select Service Level Management.

6 Select a Service Level Management subcategory.

A list of BMC SLM configuration tasks appears.

7 Select the appropriate task, and click Open.

The form for the selected task appears.

To open the Application Administration Console from the web

1 Type the following URL into your browser:

http://midTierServer:port/arsys/forms/ARServer/Home Page

where:

midTierServer is the fully qualified name of the BMC Remedy Mid Tier server,specified in the format serverName.company.com .

port is an optional port number, which is required if the web server is not on thedefault port (port 80).


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ARServer is the name of the BMC Remedy AR System server that contains theapplication.

NOTE

If the mid tier and the application are on the same system, BMC Remedy

AR System server name can be omitted.

2 In the User Name and Password fields of the Welcome page, enter your user nameand password.

3 Click Login.

The Home Page opens in your browser.

For a list of supported browsers, see the compatibility matrix at:

http://www.bmc.com/support.

4 Follow step 3 through step 7 listed under “To open the Application

Administration Console from BMC Remedy User”to complete this task.

http://www.bmc.com/supporthttp://www.bmc.com/support


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Chapter

2 Configuring applicationsettingsBefore you start using BMC Service Level Management, you must administer andconfigure the application. You can perform configuration tasks using the

Application Administration Console. After you configure the application, BMCService Level Management is ready for use by other members within yourorganization.

The following topics are provided:

Configuring SLM preferences (page 22)

Service target data sources (page 23)

Goal types (page 35)

Service target groups (page 38)

Configuring agreement owners (page 40)

Configuring review periods for agreements (page 41) Configuring SLM comments (page 42)

Templates (page 43)

Configuring contract menus (page 49)

Performance data updates (page 50)


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Configuring SLM preferencesThe Preferences configuration task allows you to define your preferences for SLM.

To configure SLM preferences1 From the Application Administration Console, choose Service Level Management

> Configure Application Settings > Preferences, and click Open.

2 On the SLM Configuration window, in the Daily Build Time field, select the dateand time you want the daily builds to occur.

The first rebuild takes place at the time and date you specify. All subsequentrebuilds occur at the same time every day.

3 In the SLM Engine area, do the following tasks:

a In the Logging field, click Yes to turn on the logging capability or No to turn it

off.

b In the Size of Log File field, type the maximum size of the log.

NOTE

The default 0 means that the size of the log file is unlimited.

c In the Location And Name Of File field, type the path and file name where youwant the log file to be created.

d In the Polling Interval field, select the interval (in minutes) that you want to re-establish connection with the AR Server.

4 In the SLM Workflow area, do the following tasks:

a In the Block Unrestricted Searches box, click Yes if you want to blockunrestricted searches.

b In the Service Target ID Prefix field, type the characters that you want as a prefixto the service target IDs. For example, SLM.

c In the Start Service Target ID From field, type the number from which you wantthe Service Target ID to start.

d In the Agreement ID Prefix field, type the characters that you want as a prefix tothe agreement IDs.

e In the Start Agreement ID From field, type the number from which you want theAgreement ID to start.

f In the Service Target Wizard field, select Basic or Advanced.

The Service Target creation wizard inherits the option that you set these defaultpreferences.

5 In the AR Install Path area, do the following tasks:

a Type the AR install path for the MultiAR Server in the corresponding field.

b Click Yes or No to use the path you indicate for Import/Export/Delete.


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Service target data sources

6 In the SLM Import area, do the following tasks:

a Type the path for arimportcmd.exe in the corresponding field.

b Click Yes or No to use the path you indicate for arimportcmd.exe.

7 In the Default Email Template area, do the following tasks:

a In the Header Template field, select a predefined template from the list.

b In the Content Template field, select a predefined template from the list.

c In the Footer Template field, select select a predefined template from the list.

8 In the Dashboard area, do the following tasks:

a In the MidTier field, type the path where the MidTier is installed.

b Click Yes if you want to view the current information on the customerdashboard. If you do not select this box, only the historical data will bedisplayed.

9 Click Save.


A BMC Service Level Management service target requires a data source for theinformation that is used in calculations. The data source used depends on the typeof service target. The following points describe the different types of data sourcesand their overall requirements.

Data sources for CI outage service targetsTo use CI outage service targets, you must configure the data source first. Forinformation on using CI outage service targets, see the BMC Service Level Management User’s Guide.

Data sources for request-based, availability, and compliance-only servicetargets

If you are customizing a request-based BMC Remedy AR System application orcreating a compliance-only service target, you must create a data source toenable the application to pass information to BMC Service Level Management.You can configure a regular BMC Remedy AR System form or a BMC Remedy

AR System view form and single or multiple forms. Additionally, if you want touse some of the more advanced BMC SLM features with BMC ITSMapplications, use this Data Source settings form. For more information, see theBMC Service Level Management User’s Guide.


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Data sources for performance-monitoring service targets

Data sources for performance-based service targets require the configuration ofcollection points and collection nodes that collect data from the applications thatmonitor performance.

Data sources for ITSM applicationsITSM products such as BMC Remedy Incident Management, BMC RemedyChange Management, and BMC Remedy Asset Management are shipped withpre-configured data sources (BMC Remedy AR System forms) that integratewith BMC Service Level Management. See the BMC Service Level ManagementUser’s Guide for more information.

Configuring data sources for CI Outage service targets

The following steps describe how to configure the data source for a CI Outageservice target.

To configure a data source for a CI Outage service target

1 From the Application Administration Console, choose Service Level Management> Configure Application Settings > Data Sources.

2 On the Configure Service Target Data Source form under Data Source Settings , select the Basic tab.

3 In the Data Source/App Form field, enter AST:CI Unavailability if you want to usethe form supplied with BMC SLM. Otherwise, enter the name of a custom form.

4 In the Data Source/Display As field, enter the name that you want to use as the

display name for the data source.

5 In the Field As Unique Identifier field, enter a field that you want to use as a uniqueidentifier.The default is Instance ID.

6 Click the CI Outage tab.

7 In the Field Containing CI Reference field, select the field that contains an identifierfor the CI. If you are using the AST:CI Unavailability form, the default field isCI_InstanceID. If you are using a customized form, select the appropriate field.

8 In the Outage Start Time field, select the Actual Start Date field from theAST:CI Unavailability form. If you are using a customized form, select the

appropriate field.

9 In the Outage End Time field, select the Actual End Date field from theAST:CI Unavailability form. If you are using a customized form, select theappropriate field.


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Configuring data sources for request-based, availability, andcompliance-only service targets

The following procedure describe how to configure service target data sources forcompliance-only service targets and custom BMC Remedy AR System

applications that use request-based or availability service targets, and advancedfeatures. For more information about the view form for compliance-only servicetargets, see the BMC Service Level Management User’s Guide.

To configure a data source for a request-based, availability, or compliance-only service target


2 On the Configure Service Target Data Source form under Data Source Settings , select the Basic tab, and complete the following fields:

Table 2-1: Basic tab

Field Description

Data Source/ App Form Select a Data Source/ App Form.

A data source is used for performance-monitoringservice targets.

An application form is used for request-based,availability, CI Outage, or compliance-only servicetargets. You can select any form on the BMCRemedy AR System server. (In the case of

compliance-only service targets, you must use aview form, in the case of CI Outage service targets,you can use the form AST:CI Unavailability.)

Data Source Display As You can use a different name (alias) for the data sourceform that you selected for the Data Source/App Formfield. This option determines how the data source nameis displayed when you are creating or modifyingservice targets; the name appears in the Applies Toselection field during the service target definition.

Data Source Instance ID This field by default has a 38-character GUID. You canuse your own GUID or unique ID. BMC recommends

that you use a friendly GUID, similar to the DataSource/App Form name (for example,HELP_DESK_FORM_ID).


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NOTE

For CI Outage service targets, you select the fields on the AST:CI Unavailabilityform that will supply the data for recording outages. You can use the fields on theform supplied with BMC SLM, the AST:CI Unavailability form, or use fields on a

customized form.

For more information on creating CI Outage service targets, see the BMC ServiceLevel Management User’s Guide.

3 For Request-Based service targets, click the Request-Based tab, and complete thefollowing fields:

Table 2-2: Request-Based tab

Data Source Type The Data Source Type is determined by the Data Sourceselected in the table.

Data sources can be any of the following types: BMCRemedy AR System Application Form, Performance-Monitoring Data Source and Compliance-Only DataSource.

Field As Unique Identifier Note: For BMC Remedy AR System Application Formsource types only , select the Field As UniqueIdentifier.

You can select a Unique ID field on the applicationform. When you submit or modify an entry in theapplication form, the filters search for a match on thesubmit or modify measurement records using theUnique Identifier field.

Note: This Field As Unique Identifier on the datasource/app form must have the same value on boththe source and destination servers for the export andimport functions to work. It only applies to the typeof service target that uses a BMC Remedy AR SystemApplication form.

Field Description

Field Description

Field Containing RecordAssignment

You can specify a field on the application form thatstores the name of the person to whom the request isassigned. This enables you to track how long eachassignee spends on the request.

Start Time for Request-BasedSVTs

You can specify the application form field that storesthe time when the Start When measurement criteria ismet. If this field is blank, it uses the system time to as thestart time when the measurement criteria is met.


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Reference Goal for Request-Based SVTs

You can specify an application form field that stores thegoal time value, this goal time value is used todetermine the SVTDueDate. If this field is blank, thesystem uses the goal time as specified on the service

target to calculate the SVTDueDate.

Use End Time Select or clear the Use End Time check box dependingon your preference.

If the check box is cleared, the system uses theapplication form field specified in the Reference Goalfor Request-Based SVT field to calculate theSVTDueDate.

Note: When this check box is selected, a different fieldappears on the form—Reference End Goal forRequest-Based SVT.

Reset Goal for Same RequestWhen

You can specify the criteria to be met before themeasurements for the request restart. When thesecriteria are met, the measurement metrics are reset tozero; the current measurement record is closed and anew one is opened with a new goal. This feature can beused for Operational Level Agreements to determinehow quickly support personnel respond to recurringevents.

To use the Qualification Builder to define the criteria,click Define and enter the appropriate information.

Reference End Goal for

Request-Based SVT

Note: This field only appears if you selected the Use End

Time check box.You can specify an application form field that stores theend goal value, this end goal value is used to determinethe due date for the service target (SVTDueDate). If thisfield is blank, the system uses the goal time specified onthe service target to calculate the SVTDueDate.

Reference Date/Time forAvailability Events

This field allows you to specify a Date/Time field thatis used as a reference time to record the change in statusto meet the Available When or Unavailable Whenconditions for an Availability service target. If there isno entry here, the system time is used. See BMC Service

Level Management User’s Guide for more information.Note: You must configure a field on the application form

to hold the date and time.

Field Description


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4 Click the MSP/Business Time tab, and complete the following fields.

NOTE

For information about multiple service providers (MSP), see the BMC Service Level Management User’s Guide.

Table 2-3: MSP/Business Time tab

5 Click the Advanced tab, and complete the following fields.

Table 2-4: Advanced tab

Field Description

Is Your Application UsingMSP?

Select Yes or No from the menu to indicate if yourapplication is using MSP.

If you select Yes, you must select a Field Used for GroupAccess.

When a request is submitted, BMC SLM must knowwhich field is to gather the user groups information.This data is placed in the SLM Measurement form to

provide row level security for these records. This fieldis also used in the service target association record todetermine if the group on the request is entitled to theservice target with matching terms and conditions.

Field Containing Entity You can configure a field on the application form tostore a business entity name. If you select a field namehere, the business entity information in the field is usedfor the service target. If this field is blank, the businessentity field specified on the service target is used for

business times and schedules.

SLA Type Reference Field You enter a field that holds the business entity for

service targets of type Service Level Agreement (SLA).OLA Type Reference Field You enter a field that holds the business entity for

Operational Level Agreements (OLA).

Field Description

Qualification Builder Form You can select from the available forms on the menu.Select a form that has been designed to contain the

fields you want to use in service target qualifications. Ifyou do not select one, you can use the standardqualification builder when creating service targets.

Service Target ExecutionOrder

Select a number for the Service Target Execution Order.

This allows the administrator to change the executionorder.

Note: Filters built for a service target use a maximumrange of 10 execution orders.


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6 On the Administration tab, you can view the Data Source settings that have beenconfigured. The Administration table displays the Rule Name, Status and RuleBuild Status. You can modify settings by selecting the Rule Name and clicking theView button.

TIP

To display items, right click in the table and select Refresh.

Milestone Execution Order Select a number for the Milestone Execution Orderfield.

If you select an execution order greater than 880, youmust change the execution order of the following twofilters in the action template for BMC Remedy IncidentManagement:

HPD:INC:NTSLAAssignGrp_881_SetTag

HPD:INC:NTSLAAssignee_884_SetTag

Increase the execution order of these two filters tonumbers higher than those set for BMC SLM Milestonefilters, otherwise they will not fire.

Create Fields and Join Form If you select Yes, the join form for the application formis used for reporting. It is created with the service targetappended to the application form name. The field entry

defaults to Yes. It is set to No after the join form iscreated.

Fields and Join Form CreateStatus

This read-only field displays the status of your fieldsand join form. After the BMC Remedy AR SystemApplication form is configured it displays CreatedSuccessfully.

Note: When exporting a service target from the sourceBMC Remedy AR System server to the destinationserver, a matching entry for the Configure DataSource is very important, especially the Field AsUnique Identifier. The field selected in The Field As

Unique Identifier field must be the same in both thesource and destination servers that are using the sameapplication form.

Field Description


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Re-building request-based or availability data sources

To rebuild any request-based or availability data sources that might not be built,complete the following post-installation task.

To re-build request-based or availability data sources1 Open the Administration Console > Service Level Management > Configure

Application Settings > Data Sources page.

2 Select each request-based or availability data source you want to work with, forexample, Incident, Change, or your custom form.

3 Click the Administration tab on the data source page and check if all the rulesdisplayed in the table are built.

For example, if the rule, SLM:ServiceRequest_MeasReqStart, has a status ofCould Not be Built, select the rule in the table and click Build to rebuild this rule.

Should any rule require rebuilding, the _MeasReqAvailStrt2Stp rule must also be rebuilt as the last step in the procedure. (In this example, it is ruleSLM:ServiceRequest_MeasReqAvailStrt2Stp).

You must perform this step even if you are configuring your own custom form towork with Service Level Management.

Deleting service target data sources

If you have configured data sources that you are no longer using in any servicetargets or templates, you can delete them in the Configure Service Target DataSource form. You can delete only data sources for request-based or availability

service targets.

To delete a service target data source


The Configure Service Target Data Source form appears.

2 Select the data source that you want to delete.

3 Click Delete.

The data source is deleted.

NOTE

You can delete only a data source if it is not being used by a current service targetor a template.

The delete log file SLMDeleteConfDS.log is located in the database path of theBMC Remedy AR System Installation directory. The default isARServerInstallDir\ARServer\db\SLMDeleteConfDS.log on Windows andARServerInstallDir\db\SLMDeleteConfDS.log on UNIX®.


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Deleting data sources with multiple BMC Remedy AR System servers

If you are working with multiple BMC Remedy AR System servers, you must dothe following task.

To delete data sources with multiple Remedy AR System serversSpecify the installation path to the relevant BMC Remedy AR System server in theSLM:ConfigPreferences form.

Tracking time by support teams

This feature is useful for internal reporting purposes; you can create internal OLAs(operational level agreements) to track how long a support team spends on arequest. When a request is reassigned from one group to another, the OLA cankeep track of how long each team worked on the request using the contents of afield specified in the data source. The goal time is not reset when the request isreassigned.

For example, a request is assigned to Francie Frontline at 2 p.m. with a resolutiongoal time of 2 hours. The milestone is set to trigger after 50 percent of the goal timehas passed.

Francie works on the request and decides to reassign it to Bob Backline at 3:15 p.m.,after the 3 p.m. milestone for Francie has triggered. The request is closed, recordingthat Francie spent 1 hour and 15 minutes on the request. The request is reassignedto Bob at 3:15 p.m.

The measurements continue and the goal is not reset, so Bob has to complete the

request by 4:00 p.m. to prevent missing the goal.

To enable tracking time by assignee or support group

1 Create a character field, or use a current field on your application form to hold theassignee or support group to which the record is assigned.

For example, if you are using BMC Remedy Incident Management application,you can use the Assigned Group field on the Assignment tab.

2 From the Application Administration Console, choose Service Level Management> Configure Application Settings > Data Sources to open the Configure ServiceTarget Data Source form.

3 In the Field Containing Record Assignment field, select the field that holds theassignee group name.

4 Click Modify Filter to rebuild the filters.

5 View the amount of time each group spends on the incident request in theSLM:TeamMeasurement form.


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Resetting goals for the same request

During service target definition, you can select the Reset Goal for Same Requestoption so that the goal for a service target is reset whenever a condition is satisfied.When the condition is met, the measurement starts and behaves like any other

service target. If the condition is met again, the service target starts to track a newrequest. The first measurement stops, the measurement is evaluated, and themeasurement record retained for reporting purposes.

If you build the data source filters to use the reference start time, then the newmeasurement for the second request starts with the goal time which is based onthe reference start time. The due date will be the same since the start time is thesame for both measurements.

If you build the data source filters to use the system date as the reference starttime, then the new measurement for the second requests starts with the full goaltime allowed.

For example, you are committed to responding to any communication from acustomer within one hour. The condition for the goal to be reset is that the requestis assigned. After a customer sends a communication and the request is assigned,the measurement starts. After the request is closed and some time elapses, acustomer sends another communication and the request is assigned again, therebymeeting the condition. The goal is reset and the service target starts to track thisrequest.

You can also use this feature for an OLA to track how long each group spends onrequest when the request is reassigned. Unlike the Tracking Time by SupportTeams feature, the goal is reset so that each group is allotted the same amount oftime. For example, a hardware group is assigned a service desk incident to correcta problem. After 15 minutes, they discover that it is not a hardware, but a softwareproblem and reassign the incident to the software group.

The following steps enable this feature:

Step 1 Define the criteria for resetting the goal.

Step 2 Reset the goal for the same request during the service target definition.

To define the criteria for resetting the goal

1 Determine the criteria to be met.


3 In the Service Target Data Source table, select the request-based service target thatyou want to reset.

4 Click the Request-Based tab.

5 Click Define next to the Reset Goal for Same Request When.


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6 Specify the criteria for the measurements for the request to restart. When thesecriteria are met, the measurement metrics are reset to zero, the currentmeasurement record is closed, and a new one is opened with a new goal.

7 Click OK to save the qualification.

To reset the goal for the same request

1 From the Service Level Management console, click the Service Targets tab.

2 Select the relevant service target in the Service Targets table.

3 Click View.

4 Click the Measurement tab.

5 Select Yes in the Reset Goal for Same Request? field to turn on this feature.

Using goals defined on the application form

This feature allows you to create a more dynamic goal setting for your servicetarget than if you specify the goal at the time of the service target definition. Youcan use either an elapsed time measured in seconds (time-elapsed goal), or specifya date and time for the goal (end-time goal).

To use a time-elapsed service target goal defined on the application form

1 Create a Date/Time field on the application form that you want to contain theservice target goal. The one in our example is the SVTGoal (seconds) field.

2 Create the workflow that populates the field that you created in step 1, when

specific criteria are met.3 From the Application Administration Console, choose Service Level Management

> Configure Application Settings > Data Sources.

4 Select the relevant data source (application) in the Configure Service Target DataSource table.


6 In the Reference Goal for Request-based SVTs field, select the field on theapplication form that you created in step 1.

7 From the Service Level Management Console, create your service target or open a

current service target that you want to modify.

8 Click the Goal and Cost tab.

9 Select the Use Goal as defined on the Application Form check box.


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Using start time defined on the application form

This feature allows you to create a more dynamic start time for your service target,than if you specify the start time during the service target definition.

To use a service target start time defined on the application form1 Create a Date/Time field on the application form that you want to contain the

service target goal. In our example is it SLMStartTime.

2 Create any workflow to populate the application field that you created in step 1.




6 In the Start Time for Request-Based SVTs field, select the field on the applicationform that you created in step 1 to hold the start time. (In our example, SLM StartTime.)

7 From the Service Level Management Console, create your service target or open acurrent service target that you want to modify.


Select the Use Start Time as defined on the Application Form check box.

Using end time defined on the application form

This feature allows you to define a service target end time defined on theapplication form.

To use an end time as defined on the application form

1 Create a Date/Time field on the application form that you want to contain theservice target end time. In our example it is the SVTEndGoal field.

2 Create the workflow that populates the field that you created in step 1, whenspecific criteria are met.

3From the Application Administration Console, choose Service Level Management> Configure Application Settings > Data Sources.



6 Select the Use End Time check box to display the Reference End Goal for Request-Based SVTs.

7 In the Reference End Goal for Request-Based SVTs field, select the field that youcreated in step 1 (SVTEndGoal in our example).


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Goal types

8 From the Service Level Management Console, create your service target or open acurrent service target that you want to modify.


10 Select the Use Goal as defined on the Application Form check box.

Goal types

The goal types configuration task allows you to add a customized name to the goaltype that is shipped with the application. The name that you configure for eachgoal type appears in the Goal Type list on the Goals tab of the Service LevelAgreements form. This allows you to choose the goal type that you want to use tomeasure your agreements.

The goal types, along with sample goal names shipped with the application, are

described in the following table. The goals that have been defined appear in theservice targets, dashboards, and reports.

The standard goal types are listed in the following table:

Table 2-5: Goal types

Display label Goal Type Description

Response Time

Example:

Incident

Request-based

Example:

Incident ResolutionTime

With this goal type, the agreement commits to responding to orresolving a request that has been submitted within the specifiedtime period defined in the goals of the agreement.

Request-based service targets measure how long it takes to

complete a process.The goal type for a request-based service target can beconfigured to display with any label.

The data source for this type of service target is always a BMCRemedy AR System form that is configured to work with BMCSLM.

Availability Outage-Availability With this goal type, the service target measures how long anasset or service is available or unavailable. Availability% iscalculated by using the time available divided by the total timeminus the excluded time. The goal of the agreement is not to fallshort of the availability percentage.

Availability service targets measure the time that an asset orservice is available or unavailable over a long period. The servicetarget tracks the up and down time of the assets based on definedavailable and unavailable qualifications.

CI Outage Outage-Availability CI Outage service targets record the outages or unavailableinstances for a specific CI using fields in the AST:CIUnavailability form.


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Configuring goal types

The following steps describe how to configure goal types.

To configure goal types

1 From the Application Administration Console, choose Custom Configuration.

2 Choose Service Level Management > Configure Application Settings.

3 Double-click Goal Types to display the Configure Service Target Goal Types form.

4 In the Display Label field, enter a name for the goal.

5 In the Goal Type field, select the goal type.

Goals can be any of the following types: Request-Based, CI Outage, Availability,Performance-Monitoring, Compliance Only, or Service Impact Manager (if BMCService Impact Manager is installed).

ApplicationResponse Time

Example:

CPU Utilization

PerformanceMonitoring

This goal type is used for monitoring metrics within theinfrastructure. For example, the agreement commits tomaintaining application response time at a certain level asspecified in the service targets.

Performance-monitoring service targets are evaluated on systemmetrics coming from infrastructure items such as servers andapplications. They compare the measurements to the goalsdefined in the service target to determine if the service target ismet or missed. The data sources are network managementproducts that produce high-volume, high-frequency data aboutavailability and performance of machines, services, andapplications. This type of service target is processed with theCollector.

Performance-monitoring goals can be defined when youdetermine the terms and conditions, or when setting goal and

cost details for a service target. They are made up of logical orarithmetic expressions containing key performance indicators(KPIs). When a value is received, the processor compares thevalue against a predetermined threshold, or evaluates it as partof an expression.

Compliance Only Compliance-Only A compliance-only service target is a special service target thatenables you to access data already processed by an externalsource. The compliance-only service target can be related to anagreement and the data is used to evaluate the agreementcompliance within the specified review period for theagreement.

You create a BMC Remedy AR System form in BMC RemedyDeveloper Studio to hold the data used for the calculation ofagreement compliance. If the processed data is contained in adatabase table outside BMC Remedy AR System it can beaccessed by way of a View form.

Display label Goal Type Description


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Goal types

6 From the Status list, select Active.

7 (Resolution goal types only) Select the check box if you want service targets of thisGoal Type and Display Label to be used for an incident-resolution-time servicetarget.

If more than one resolution service target attaches to a request, the earliestresolution date is used for the Estimated Resolution Date. Any later date on anattached service target is ignored if the measurement status moves to a state ofInvalid, Met, Missed, or Detached. For other states such as Pending, the nextnearest time is used.

NOTE

All updates to the incident record are triggered through the BMC SLM escalationmechanism; therefore, the updates are not immediate. The default delay is every 5to 10 minutes.

For example: An incident has two resolution type service targets, SVT 1 with a due date of 1:00

p.m. and SVT 2 with a due date of 2:00 p.m. The estimated resolution date (ERD)is 1:00 p.m. When the incident is resolved before 1:00 p.m., the estimatedresolution date is not updated.

An incident has two resolution type service targets, SVT 1 with a due date of 1:00p.m and SVT 2 with a due date of 2:00 p.m. The estimated resolution date (ERD)is 1:00 p.m. The incident goes into a Pending state for two hours, resulting in anew due date of 3:00 p.m for SVT 1. The ERD is updated to 2:00 p.m.

In BMC Remedy Incident Management, the Estimated Resolution Date field is on

the Resolution Tab of the Incident form.

8 To add the new goal type to the list, click Save.

Deleting goal types

The following steps describe how to delete goal types.

To delete agreement goal types

1 To delete a goal type, select the goal type, then click Delete.

2 Click Yes at the Confirm Operation dialog box.The goal type is now deleted from the list.


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Service target groupsYou can configure service target groups for request-based service targets so that asthe terms and conditions of an incident (for example) change, another service

target from the same service target group can take over and apply the appropriategoals and milestone to the incident. This feature is called Group Inheritance.

Group inheritance

When key criteria for an incident are modified and the incident has a service targetattached, the system searches to see if a service target meeting that criteria alreadyexists in the same group. If so, the new service target attaches to the incidentrequest and inherits the data, such as start time, goals, or milestones, from theoriginal service target. The system re-calculates the due date and time and theoriginal service target is removed.

For example, an IT organization creates four service targets to monitor incidentresolution time, one for each priority (Critical, High, Medium, and Low). These areadded to the Incident Resolution Time group. An incident is submitted at 9:00 a.m.and is prioritized as High. The High priority service target attaches to the incidentwith a two hour resolution time. When the service desk investigates the incident,they realize it has less impact on the business and they change the priority toMedium at 9:30 a.m. The Medium priority service target, with a resolution time offour hours, inherits the start time of 9:00 a.m. from the High priority service targetrather than using the time that it was attached, which was 9:30.

For a named group, only one service target can be attached to the same request at

any time. However, multiple service targets can work concurrently if they do not belong to the same groups.

Creating service target groups

The following steps describe how to create a service target group.

To create a service target group

1 From the Application Administration Console, choose Service Level Management> Configure Application Settings > Service Target Groups and then click Open.

2 In the Configure Service Target Group Assignment form, click Create to create anew group.

3 In the Create New SLA Group form, do the following:

a Enter a name in the Group Name field.

b Select the form in the application that the service target applies to.

c Select the goal type that is measured by the service targets.

4 Click OK in the Configure Service Target Group Assignment form.


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Service target groups

Adding service targets to a group

The following steps describe how to add a service target to a group.

To add a service target to a group

1 From the Service Level Management Console, click the Service Targets tab.

2 Select a service target and click View, or create a new service target.

3 Click the Measurement tab.

4 In the Group field, select the group to which you want the service target to belong.

Adding service targets not in a group

The following steps describe how to add service targets that are not in a group.

To add service targets not in a group1 From the Application Administration Console, choose Service Level Management

> Configure Application Settings > Service Target Groups and click Open.

2 In the Configure Service Target Group Assignment form, the SVTs Not in Grouptable lists the other service targets that apply to the same BMC Remedy AR Systemform and have the same goal type but they are not in the service target group youhave selected.

3 To add service targets from a group, select the service targets Not In Group andthen, click Add.

4 Click Save.

Removing service targets from a group

The following steps describe how to remove a service target from a group.

To remove service targets from a group

1 To remove service targets from a group, select a service target in the ServiceTargets In Group table and click Remove.

2 Click Save.


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Deleting service target groups

The following steps describe how to delete a service target group.

To delete a group

1 To delete a service target group, select it from the list, then click Delete.

2 Click Yes to confirm. The SLA group is deleted.

NOTE Deleting a group also removes all the service targets from the group.

Configuring agreement owners

The agreement owners in the List of Configured Agreement Owners table arethose who receive notifications about the expiration and the review ofAgreements. These groups can also be used in alert actions in milestones.

To configure agreement owners

1 From the Application Administration Console, choose Service Level Management> Configure Application Settings > Agreement Owners, and click Open.

2 In the Configure Agreement Owners form Title field, enter a name to identify thepeople who are the agreement owners (for example, service level managers).

3 In the Description field, enter a description of the group responsible for the

agreements (for example, the service provider’s service level managers).

4 In the Members field, enter the user, groups, or emails, separated by semicolons.

5 In the Notification Message field, enter the message for these users to notify themof an upcoming expiring agreement.

6 In the SLA Expiration Message field, enter the message to notify these users of anexpired agreement. You can select fields such as SLA ID or SLA Name from thedrop down menu and include them in the message.

7 Click Save.

8 Click Refresh to see the configured agreement owners.

To delete agreement owners

1 To delete an agreement owner, select it in the list of configured owners table, thenclick Delete.

2 Click Refresh, if you would like to see the changes made.

NOTE

If you delete the agreement owner, agreements and milestones using it do notfunction properly. Delete with caution.


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Configuring review periods for agreements

Configuring review periods for agreements

Review periods allow you to configure the time periods in which complianceneeds to be met, such as a daily, weekly, monthly, or quarterly period. The

percentage provides information about how the agreement performed during a setreview period.

You can add review periods for each agreement. You can add the following reviewperiods: Daily, Weekly, Monthly and Quarterly. The review period that youconfigure appears in the agreement Review Periods list. This option allows you tochoose a repeated range of dates to measure periodic performance of specificagreements.

To add review periods for an agreement

1 From the Application Administration Console, choose Service Level Management

> Configure Application Settings > Review Periods.2 Click Open to display the Configure SLA Review Period form.

3 Click Add.

The Agreement Review Period form appears.

4 Enter the following information in the Agreement Review Period form:

a Enter a name for the review period in the Title field such as weekly (startingMondays).

b Enter a description of the review period in the Description field.

c Select a value from the Frequency field, and then define the starting time foreach period:

Daily

Select what time of the day you want the daily review period to always begin.Select this time from the Hour of Day field.

Weekly

Select the day of the week and the hour of the day that the weekly reviewperiod showed always begin. Select from the Weekday menu the day of theweek and the hour of the day from the Hour of Day field.

Monthly

To set the starting time for the monthly review period, you must select the dayof the month, and the Hour of Day field.

Quarterly

To set the starting time for the quarterly review period, you first select themonthly quarters that make up the year from the Quarter field. Then youmust select the starting day of the month for each quarter. You must selectfrom the Day field and the Hour of Day field.


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5 Set the status to active to make it visible to users.

6 Click OK to add an agreement review period.

To delete review periods for an agreement

1 To delete an agreement review period, select it from the list, then click delete.A dialog box appears to make sure you want to delete the review period.

2 Click Yes to delete the review period.

Configuring SLM comments

SLM comments allows you to create the comments that you want to add to thedashboard for agreements and service targets. These can be used to categorizereasons for missing agreements and service targets. You can enter and updatethese comments using the dashboards for agreements and via Incident (if BMCRemedy Service Desk is installed) or Change (if BMC Remedy ChangeManagement is installed) requests for service targets. As an administrator, you canset up predefined comments for service level managers to use.

The information that the SLM comments include is the name of the person enteringthe comments, the group they belong to, and the date and time the agreementmight have been missed.

On BMC SLM Dashboards, you can add comments to any agreement, or just addcomments that can be shown on the agreement performance reports.

See BMC Service Level Management User’s Guide for more information aboutDashboards.

To create an SLM comment

1 From the Application Administration Console, choose Service Level Management> Configure Application Settings:> SLM Comments.

2 Click Open to display the Configure SLM Comments form.

3 In the Type field, select Service Target or Agreement.

4 In the Comment field, enter the text for the comment.

5 Click Save.

6 Click Refresh to view the new SLM comment in the table.


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Templates

To delete an SLM comment

1 To delete an SLM comment, select it, then click Delete.

You see a Confirm Operation dialog box.

2 Click Yes to confirm.

Templates

Administrators can create templates to define common criteria or settings. Thesetemplates can be used by multiple agreements or service targets and thereforemake it faster and easier for service level managers to set up service target andagreements.

Templates are defined in the Configure Template form accessed from theApplication Administration Console.

You can use templates in the following ways:

“Fill-In-Aid” where you can use the content of a template to more quickly fill ininformation.

“Linked To Templates” where a template is used by an object and when thetemplate changes, the object automatically reflects the changes.

“Custom Copy Templates” where a template is used as a starting point and thencustomized for a specific instance. The template is used for ease of definition oras a starting point, but the information is changed and tied to a specific instanceof an object. The template is “unlinked” by deselecting the Link To Template

check box. This means that any changes in the original template do not affect theobject that used the customized version.

During the configuration process, an object linked to the template can be unlimitedfrom the template, which makes it a custom copy. You can also update all theobjects linked to a template when changes are made to the template.

The following predefined templates are available:

Condition

Measurement Criteria

Goal and Cost Schedule Milestone

Action


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You can use templates for definitions that you use when creating agreements. Youcan create your own templates in the Administration console or use those that areshipped with the application.

NOTE

Do not include any parentheses in the milestone title or milestone template.

Viewing templates

The following steps describe how to view templates.

To view templates

1 From the Application Administration Console, choose Service Level Management> Configure Application Settings > Templates.

2 Click Open to display the Configure Templates form.

3 Select one of the following from Show Templates For field list.

Condition used in the qualification builder as fill-in-aid.

Measurement Criteria used by the service target in either fill-in-aid or linked totemplate mode.

Goal and Cost Schedule used by service targets in either custom copy templateor linked to template mode.

Milestone used by service target or agreement in either custom copy template orlinked to template mode.

Action used by service target or agreement in either custom copy template orlinked to template mode.

The Show Templates For field shows the type of template you are currentlyworking with.

The top Template table lists all the templates of the type selected in the ShowTemplates For field while the Service Target Linked To table lists all the servicetargets or agreements that are linked to the selected template, or contain objectslinked to the selected template. The Service Target Linked To table, also knownas the Template Usage Table, is disabled for Condition templates, becausecondition templates are not linked to any objects.

The Linked Status column in the Template table has two values:


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Templates

Updated means the template content is synchronized with all the objects linkedto it.

Need to Update means the template content has not been updated with theobjects linked to it.

Click the Update Linked Objects button to push the template changes to allobjects linked to it. When the update is completed, the affected service targetand agreement records must be rebuilt.

NOTE When updating templates and clicking Update Linked objects, linked servicetargets and agreements are set to Need to be Built on the Service LevelManagement Console. The service targets and agreements with their previoussettings continue to run until the Build process runs. The Build process can beinitiated from the Service Level Management Console by selecting the items thatneed to be built and clicking Build.

The Detach Selected or Detach All buttons below the Service Target Linked Totable removes the links between selected or all objects and the template, so thedetached objects become custom copies and disappear from the table.

Configuring templates for conditions

The following steps describe how to configure templates for condition.

To configure templates for conditions

1 From the Application Administration Console, choose Service Level Management> Configure Application Settings > Templates.

2 Click Open to display the Configure Templates form.

3 Select Show Templates For Condition.

4 Click the Create button.

5 In the Condition Template dialog box, enter the name of the template you want tocreate in the Name field.

6 Enter a description of the template in the Description field.

7 Select the application it applies to in the Applies To menu.

8 Click Define button to define the conditions for the template.

A condition is a predefined qualification that is used in request-based servicetargets for ter

bmc service level management 7.6.03 - configuration guide

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