BMC Service Level Management 7.5
Click Through: Aligning IT Management with Business Objectives
Critical Business Issues
Customer awareness
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Service Desk staff is unaware of business priorities, impact costs, and commitments
to customers
Compliance with support contracts
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Service incident handling is not aligned with business agreements, resulting in
missed service level goals, lost revenue and penalties from support contracts
Time-sensitive prioritization
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The priority for handling incidents for each business service can change depending
on the times defined as most important for that service
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BMC Solution Capabilities
Service Level Manager defines contracts, compliance targets, KPI goals
BMC Service Level Management collects, processes and reports on service
compliance
Service Desk can identify and act on incidents with highest business urgency
IT Management and Business Owners now agree on priorities
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Impact costs and performance goals help IT meet business objectives and user
expectations
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Alignment of IT Management
with Business Goals
Service Level
Manager can
view SLA
compliance status
and impact costs
Service Desk can
see the effect of
an incident on the
business and act
accordingly
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Compliance Dashboard
All Agreements for a
service are listed – sort to
find compliance issues
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SLM Trends Dashboard
View compliance and cost
trends over selected time
periods to identify areas
for improvement
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Service Targets Dashboard
Latest service
target
measurements
Service requests
and incidents
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Links to
measurement
details
Response time and
system performance
goals
Service availability
and impact
8
Incident related to service target
Service Target goal
was missed
(click Details…)
Incident was
resolved but…
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Details for missed service target
Resolution was 24
minutes past due.
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Service Targets Dashboard
with performance measurements
Service target
related to available
disk space
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Service Target
performance
measurements
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Measurement linked to
BMC ProactiveNet Analytics
Performance warning
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Incident Console
with SLM status
Found incident based on
SLM Status - double-click
for incident details
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Incident Request
with SLM warning and goal time
Service target status
displays risk of
breach with target
goal time
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Details for service target warning
Service Target dialog
displays all service targets,
impact costs and milestone
activity
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Summary
BMC Service Level Management 7.5 provides a comprehensive solution:
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Unifies service level management across IT
Definition and management of Service Level Agreements
Visibility of service compliance and underlying causes
Comprehensive view of service impact costs, rewards and penalties
Integration with BMC Remedy IT Service Management delivers business
awareness to Service Support and Service Delivery
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Incident Management
Change Management and Release Management
Asset Management
Service Impact Manager
Business Owners can be confident that IT is now aligned with the business
objectives and will prioritize their actions to reduce the impact to critical
services and met their customer’s expectations
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