BMC Remedy ITSM: Configuring Service Level Management

Uploaded by BMCdocs on 03.05.2012

This video shows you how to configure BMC Service Level Management, or SLM. After watching
this video, you should be able to plan how to use the settings shown here to meet your
organization’s needs.
The video covers these configuration topics: service level agreements, which are commitments
that a service provider makes to a customer; and service targets, which are individual
levels of service to achieve. An SLA includes one or more service targets.
You start by creating service targets. A target can be one of the following types. A request-based
target measures how long it takes to complete a process related to a service request of
some type. For example, the target might be responding to critical incident requests within
30 minutes. An availability target measures the percentage of time that a configuration
item, or CI, is available based on qualifications that define available and unavailable. For
example, the target might be that a bug-tracking database is available 98% of the time during
a one-month lifecycle. A CI outage target also tracks availability of a CI, but does
so based on outage, or unavailability, records created in BMC Remedy IT Service Management.
A compliance-only target tracks whether an SLA is in overall compliance with its targets
during a review period based on data calculated externally. A performance-monitoring target
measures performance of a CI based on key performance indicators collected directly
from the CI. Performance-monitoring targets are not applicable to the BMC Remedy OnDemand
version of SLM. The SLM Dashboard displays graphs of the overall
performance of your request-based and availability service targets. You can also select a specific
target to see the measurements that determine whether the target was met or missed. For
example, this request-based service target for incident resolution time has been missed.
Although the target was met for two incident requests, it was missed for several others.
A service target must contain the following components. A goal type, which determines
the kind of data to be measured for the target. Measurement criteria, which determine when
measurement starts and ends. And for request-based, availability, and compliance-only targets,
terms and conditions that determine which objects the target applies to. Terms and conditions
are expressed as a qualification. For example, the qualification might select change requests
at a given location.
A target can also contain optional components such as a cost to be incurred when the goal
is not met and milestones that trigger notification actions before the goal arrives.
To configure service targets, from the SLM Console, click Service Targets. You can use
templates to more quickly populate values for common types of service targets.
If you are creating a request-based target, the Applies To value must be a data source
that pertains to requests, such as these five. You then choose a Goal Type that pertains
to that type of request. You specify Terms and Conditions that determine
which specific requests the service target applies to. If necessary, you can specify
full organization, location, product categorization, and operational categorization structures
to select the requests that you want. You set the goal for your service target and
the cost per minute when that goal is not met. In this example target for the resolution
of incident requests, the goal is to resolve applicable requests within four hours, and
for every minute past that point that a request remains unresolved the support organization
agrees to pay ten dollars. If the target that you’re creating is to be used with an operational
level agreement rather than a service level agreement, there is probably no cost involved.
In this step you can also select a time period during which metrics and milestones are ignored,
such as holidays. Measurement Criteria specify when time will
be measured for this target against a request. For example, the template for incident resolution
starts the clock when the status of a request reaches New and finishes when the status reaches
Resolved. It also pauses the clock whenever the status is Pending an action by the customer.
You can also choose to set the status of the service target for a given request to Warning
when elapsed time reaches a certain percentage of the goal.
Milestones are a notification mechanism to help you meet the goal for the service target.
You can set multiple milestones at various time intervals or percentages of the goal,
and each milestone can trigger multiple actions. For example, when an incident request reaches
75% of the goal for this service target, the request’s assignee is notified. When it
reaches 90% of the goal, the assignee and their manager are notified.
If you are creating an availability target, select an availability data source as the
Applies To value. Here, the Terms and Conditions qualification is based on CI-related values.
There is no goal to define, and the cost that you enter is charged per minute of unavailability.
For an availability target, the Measurement Criteria that you enter specify what constitutes
availability and unavailability for applicable CIs. You also select a Lifecycle Interval,
which is the period after which availability measurements are evaluated and restarted.
Milestones for an availability target can be triggered by a CI’s availability dropping
to a given percentage, the CI being unavailable for a given number of hours, or the CI being
unavailable a given number of times. If you are creating a CI outage target, the
Goal Type value must be CI Outage. Instead of specifying applicable CIs with a qualification,
you relate the service target to specific CIs.
Cost works the same as for an availability target.
You can leave the Outage Condition blank to apply this service target to all outages for
the related CIs, or specify a qualification that must be satisfied for the target to track
outages. For example, you might want to track only unscheduled outages as shown here. You
must specify a Lifecycle Interval, which works the same as for an availability target.
Milestones work the same as for an availability target.
If you are creating a compliance-only target, the Applies To value must be a BMC Remedy
Action Request System form that you’ve created as a data source for this target, and the
Goal Type value must be App Response Time. You can optionally specify a Terms and Conditions
qualification, and are then finished creating the compliance-only service target.
After you create service targets, you can use them in service level agreements. An SLA
is a commitment between a service provider and a customer for a defined period of time.
It includes one or more service targets, which cumulatively determine whether the agreement
is met, and can include penalties for missing the agreement and rewards for exceeding it.
Like a target, an agreement can set milestones that trigger notification actions. An agreement
can also be related to contracts and attachments. The SLM Dashboard displays a graph of the
combined performance of your agreements, as well as the current compliance status and
other statistics for individual agreements. You can also select a specific agreement to
see its compliance broken down by service target.
To configure SLAs, from the SLM Console, click Agreements.
You enter an Expiration Date to set the duration of the agreement and a Notification Date so
that you’ll be notified to negotiate a renewal of the agreement before it expires. You can
relate the agreement to a business service. This adds the business service to the Terms
and Conditions qualification of all service targets used by the agreement, narrowing their
scope. In the Related Service Targets tab you select
the targets whose data determine the compliance level for the agreement. You assign each target
a weight to determine its relative importance to the overall agreement. The agreement is
considered compliant if it meets the percentage that you specify as the Compliance Target
over time. You can also specify a higher percentage that indicates the agreement is at risk of
breaching compliance. Later you can create milestones that use this marker.
You can create penalties and rewards for different levels of compliance, each based on a specific
review period. In this example, missing the ninety-eight percent compliance target by
up to two percent for a day incurs a one thousand dollar penalty, and missing it by more than
that incurs a five thousand dollar penalty. Exceeding the target earns a one thousand
dollar reward. Milestones and actions work mostly the same
for agreements as they do for service targets. For an agreement, the condition that triggers
a milestone can be at-risk compliance, missed compliance, or compliance below a given percentage.
Finally, you can relate contracts and attachments to an agreement to add more context.
We hope this video has helped you understand how to configure BMC Service Level Management.
Thank you for watching.