BMC Service Level Management 7.6.03

BMC Service Level Management 7.6.
03
Configuration Guide
August 2010
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Contents
Preface
Audience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Icons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
About the BMC Service Level Management product . . . . . . . . . . . . . . . . . . . . . . . . . . .
Integrations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
BMC Service Level Management documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
BMC SLM documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Solution documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
10
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Chapter 1
Introducing BMC Service Level Management configuration
15
BMC Service Level Management overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Before you begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Application Administration Console . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Application Administration Console options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Accessing the Application Administration Console . . . . . . . . . . . . . . . . . . . . . . . .
16
16
16
17
18
Chapter 2
21
Configuring application settings
Configuring SLM preferences . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Service target data sources . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Configuring data sources for CI Outage service targets . . . . . . . . . . . . . . . . . . . . .
Configuring data sources for request-based, availability, and compliance-only
service targets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Re-building request-based or availability data sources . . . . . . . . . . . . . . . . . . . . .
Deleting service target data sources . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Deleting data sources with multiple BMC Remedy AR System servers. . . . . . . .
Tracking time by support teams . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Resetting goals for the same request . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Using goals defined on the application form . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Using start time defined on the application form. . . . . . . . . . . . . . . . . . . . . . . . . . .
Using end time defined on the application form . . . . . . . . . . . . . . . . . . . . . . . . . . .
Goal types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Configuring goal types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Deleting goal types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Contents
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36
37
Service target groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

Group inheritance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
Creating service target groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
Adding service targets to a group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
Adding service targets not in a group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
Removing service targets from a group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
Deleting service target groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
Configuring agreement owners . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
Configuring review periods for agreements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
Configuring SLM comments. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42
Templates. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43
Viewing templates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44
Configuring templates for conditions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
Configuring templates for measurement criteria . . . . . . . . . . . . . . . . . . . . . . . . . . . 46
Configuring templates for goal and cost schedule . . . . . . . . . . . . . . . . . . . . . . . . . . 46
Configuring templates for milestones. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
Configuring templates for action. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
Relating milestone and action templates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48
Modifying templates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48
Deleting templates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49
Configuring contract menus . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49
Performance data updates. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
SLA compliance update . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
Request-based update . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
Availability update . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
Updating performance data manually . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51
Updating measurement data retroactively . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51
Chapter 3
Configuring business time
53
Using business time segments and entities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54

Creating business time segments. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54
Creating a business entity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55
Relating business time segments to a business entity . . . . . . . . . . . . . . . . . . . . . . . 55
Adding a business entity to a service target . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56
Using a business entity defined on an application form . . . . . . . . . . . . . . . . . . . . . . . . 56
Creating a field to hold the business entity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57
Specifying the application form and field for a business entity . . . . . . . . . . . . . . . 57
Specifying use of a field on the application form . . . . . . . . . . . . . . . . . . . . . . . . . . . 57
Chapter 4
Configuring the Collector module
59
Collector module . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60
Collection Points. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60
Collection Nodes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60
Bulk Performance Manager nodes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60
Collector architecture . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
Configuration Guide
Collection process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Communication protocol . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Authentication key . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Optional configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Collector Configuration Console . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Accessing the Collector Configuration Console . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Using security mechanisms in the Collector Configuration Console . . . . . . . . . .
Using the Collector Configuration Console . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Configuring BMC Remedy AR System settings . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Configuring database settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Configuring log settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Viewing performance monitoring data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Configuring administration settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Collection Points. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Adding Collection Points . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Modifying Collection Points . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Deleting Collection Points . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Collection Nodes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Collection Node and Collection Point relationships . . . . . . . . . . . . . . . . . . . . . . . .
Collection Node frequency . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Missing data limit . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Processing frequency when defining a service target . . . . . . . . . . . . . . . . . . . . . . .
Collection Node use cases . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Configuring BMC Performance Manager Portal . . . . . . . . . . . . . . . . . . . . . . . . . . .
Configuring BMC Performance Manager Express . . . . . . . . . . . . . . . . . . . . . . . . . .
Configuring BMC Performance Manager (for BMC PATROL agents) . . . . . . . . .
Configuring BMC Transaction Management Application Response Time . . . . .
Configuring BMC Service Impact Manager (BMC SIM) . . . . . . . . . . . . . . . . . . . . .
Configuring BMC ProactiveNet Analytics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Configuring SNMP trap . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Modifying and deleting Collection Nodes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Configuring Bulk Performance Manager nodes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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Chapter 5
95
Configuring SIM service target and agreement defaults
Overview of service target defaults for SIM . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96

Configuring service target defaults . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96
Configuring agreement defaults . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97
Chapter 6
Additional configuration tasks
99
Exporting service targets. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Importing service targets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Creating email templates for a milestone notification action . . . . . . . . . . . . . . . . . . .
Configuring preferences to allow access to BMC Atrium CMDB data . . . . . . . . . . .
Attaching availability service targets to assets or other items . . . . . . . . . . . . . . . . . .
Building service targets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Scheduling service target builds across different time zones . . . . . . . . . . . . . . . .
Escalation pooling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Contents
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101
101
103
103
104
104
105
Chapter 7
BMC Service Level Management web services
107
Registering BMC SLM web services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108

Customizing published BMC SLM web services. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109
Index
Configuration Guide
115
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 Remedy
AR System) and consumes data from the BMC Atrium Configuration
Management Database (CMDB) application.
Preface
BMC Service Level Management 7.6.03
Audience
This 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 current
agreements and service targets, delete agreements and service targets, and run and
view reports.
Icons
Documentation for the BMC Service Level Management products contains the
following icon:
Icon
Description
The Best Practice icon highlights processes or
approaches that BMC has identified as the most
effective way to leverage certain features in the
suite.
About the BMC Service Level Management

product
BMC Service Level Management enables a service provider, such as an IT
organization, a customer support group, or an external service provider, to
formally document the needs of its customers or lines of business using service
level 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 of
service provided. It streamlines the most important task of all, which is the
communication between a service provider and its customers. Multiple service
targets 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 provide
a consistent level of service in support of a key business service.
10
Configuration Guide
About the BMC Service Level Management product
BMC SLM provides the following functionality:
Helps IT managers, customer service managers, and other service providers to

guarantee 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 and
graphical 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 ProactiveNet Analytics
SNMP
Preface
11
BMC Service Level Management

documentation
Unless otherwise noted, online documentation is in the Docs directory of the
product 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 Level
Management.
Title
Document provides
Audience
BMC Service Level

Management Release Notes
Information about known issues in each release of BMC

Service Level Management. Also provides a list of new
features included with the application.
Everyone
BMC Service Level

Management Users Guide
Procedures for using the BMC Service Level Management

application; includes new features and overview.
Everyone
BMC Service Level

Management Installation
Guide
Procedures for installing the BMC Service Level Management Everyone

application.
BMC Service Level

Management Configuration
Guide
Procedures for configuring the BMC Service Level

Management application.
Administrators
Help
Help for using and configuring BMC Service Level

Management, available by clicking Help in the product
interface.
Users and
administrators
Available from help links after help is installed.
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 Dashboards for Business Information about installing, configuring, and using BMC
Service Management Getting Dashboards for BSM.
Started
Everyone
Information about installing and configuring the CCM

BMC Change and
(Change and Configuration Management) offerings.
Configuration Management
Installation and Configuration
Guide
Administrators
12
Configuration Guide
BMC Service Level Management documentation
Title
Document provides
Audience
BMC Service Impact Manager: Detailed information about the Integration for the BMC
Integration for BMC Remedy Remedy Service Desk (IBRSD) component. This guide is
Service Desk User Guide
intended for system administrators and users with an
understanding of the BMC Impact Manager and BMC
Remedy Service Desk environments.
Everyone
Service Management Solutions Information about new features, open issues, and resolved
Release Notes
issues.
Everyone
Service Management Solutions A certified path, which has been tested and validated, to
Installation and Configuration successfully install the Service Management Solution
Guide
offerings.
Administrators
Service Management Solutions A reference to quickly installing and configuring Service

Installation Overview
Management Solutions applications.
Administrators
Preface
13
14
Configuration Guide
Chapter
Introducing BMC Service Level

Management configuration
This section provides an overview of BMC Service Level Management and its
configuration 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)
Chapter 1
15
BMC Service Level Management overview

BMC Service Level Management allows you to monitor the status of your
agreements 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 Level
Management. Before any of the general configuration tasks can be performed, the
application administrator must be added to the Administrator permission group
in 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 that
the 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 Application
Administration Console.
You must be a member of the Administrator group in the User form with change
access to BMC Remedy AR System User and Group forms.
You must have basic knowledge of BMC Remedy AR System administration

tasks.
Application Administration Console

The Application Administration Console is the starting point for configuring BMC
Service Level Management. As the application administrator, you can configure
the BMC Service Level Management application settings that best meet your
service 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, the
Application Administration Console has two tabs:
Custom ConfigurationService Level Management configuration tasks start

on this tab.
Standard ConfigurationThis tab is not used to configure Service Level

Management.
16
Configuration Guide
If you have not installed any ITSM applications, the Application Administration
Console has no tabs.
In the Application Settings list, items are displayed for BMC Service Level
Management and any ITSM applications you have installed. The subcategories
listed under BMC Service Level Management allow you to go to all the
configuration forms required to set up and maintain BMC Service Level
Management. The forms are available only to BMC Remedy AR System
administrators and ITSM application administrators.
TIP
Open forms from the console. If you open forms directly from the object list in
BMC Remedy User, you might not see all the information you need.
Application Administration Console options

The following configuration links are available under Service Level Management
in the Application Settings list.
Table 1-1: Application Administration Console options for Service Level Management
Application settings
Details for each setting
Configure Application
Settings

Configure Business Time
Shared Entity/Segments
Configure Defaults (SIM

only)
Service Target Defaults

Agreement Defaults
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 Collector Module Bulk Performance Manager Nodes

Collection Nodes
Collection Points
Import/ Export
Export
Import
Chapter 1
17
Accessing the Application Administration Console

You can access the Application Administration Console from BMC Remedy User
or from the web. If you installed the Application Administration Console shortcut
on 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 administrator
user name.
b In the Password field, enter the corresponding application administrator
password.
c Click Options.
d In the Preference Server field, specify the name of the preference server if you
are 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 Remedy
User:
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 Application
Administration Console.
4 If the Application Administration Console has tabs, click the Custom
Configuration 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:
is the fully qualified name of the BMC Remedy Mid Tier server,
specified in the format serverName.company.com.
midTierServer
port is an optional port number, which is required if the web server is not on the
default port (port 80).
18
Configuration Guide
is the name of the BMC Remedy AR System server that contains the
application.
ARServer
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 name
and 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 Userto complete this task.
Chapter 1
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20
Configuration Guide
Chapter
Configuring application
settings
Before you start using BMC Service Level Management, you must administer and
configure the application. You can perform configuration tasks using the
Application Administration Console. After you configure the application, BMC
Service Level Management is ready for use by other members within your
organization.

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)
Chapter 2
21
Configuring SLM preferences

The Preferences configuration task allows you to define your preferences for SLM.
To configure SLM preferences

1 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 date
and time you want the daily builds to occur.

The first rebuild takes place at the time and date you specify. All subsequent
rebuilds 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 you
want 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 block
unrestricted searches.
b In the Service Target ID Prefix field, type the characters that you want as a prefix
to the service target IDs. For example, SLM.

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

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

e In the Start Agreement ID From field, type the number from which you want the
Agreement 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 default
preferences.
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.
22
Configuration Guide
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 customer
dashboard. If you do not select this box, only the historical data will be
displayed.
9 Click Save.

A BMC Service Level Management service target requires a data source for the
information that is used in calculations. The data source used depends on the type
of service target. The following points describe the different types of data sources
and their overall requirements.
Data sources for CI outage service targets

To use CI outage service targets, you must configure the data source first. For
information on using CI outage service targets, see the BMC Service Level
Management Users Guide.
Data sources for request-based, availability, and compliance-only service

targets
If you are customizing a request-based BMC Remedy AR System application or
creating a compliance-only service target, you must create a data source to
enable 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 to
use some of the more advanced BMC SLM features with BMC ITSM
applications, use this Data Source settings form. For more information, see the
BMC Service Level Management Users Guide.
Chapter 2
23
Data sources for performance-monitoring service targets

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

ITSM products such as BMC Remedy Incident Management, BMC Remedy
Change Management, and BMC Remedy Asset Management are shipped with
pre-configured data sources (BMC Remedy AR System forms) that integrate
with BMC Service Level Management. See the BMC Service Level Management
Users 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 Outage
service target.
To configure a data source for a CI Outage service target

> 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 use
the 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 unique
identifier.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 identifier
for the CI. If you are using the AST:CI Unavailability form, the default field is
CI_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 the
AST: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 the
AST:CI Unavailability form. If you are using a customized form, select the
appropriate field.
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Configuration Guide
Configuring data sources for request-based, availability, and

compliance-only service targets
The following procedure describe how to configure service target data sources for
compliance-only service targets and custom BMC Remedy AR System
applications that use request-based or availability service targets, and advanced
features. For more information about the view form for compliance-only service
targets, see the BMC Service Level Management Users Guide.
To configure a data source for a request-based, availability, or complianceonly 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-monitoring

service targets.
An application form is used for request-based,
availability, CI Outage, or compliance-only service
targets. You can select any form on the BMC
Remedy AR System server. (In the case of
compliance-only service targets, you must use a
view 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 source
form that you selected for the Data Source/App Form
field. This option determines how the data source name
is displayed when you are creating or modifying
service targets; the name appears in the Applies To
selection field during the service target definition.
Data Source Instance ID
This field by default has a 38-character GUID. You can

use your own GUID or unique ID. BMC recommends
that you use a friendly GUID, similar to the Data
Source/App Form name (for example,
HELP_DESK_FORM_ID).
Chapter 2
25
Field
Description
Data Source Type
The Data Source Type is determined by the Data Source

selected in the table.
Data sources can be any of the following types: BMC
Remedy AR System Application Form, PerformanceMonitoring Data Source and Compliance-Only Data
Source.
Field As Unique Identifier
Note: For BMC Remedy AR System Application Form
source types only, select the Field As Unique

Identifier.
You can select a Unique ID field on the application
form. When you submit or modify an entry in the
application form, the filters search for a match on the
submit or modify measurement records using the
Unique Identifier field.
Note: This Field As Unique Identifier on the data
source/app form must have the same value on both

the source and destination servers for the export and
import functions to work. It only applies to the type
of service target that uses a BMC Remedy AR System
Application form.
NOTE
For CI Outage service targets, you select the fields on the AST:CI Unavailability
form that will supply the data for recording outages. You can use the fields on the
form 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 Service
Level Management Users Guide.
3 For Request-Based service targets, click the Request-Based tab, and complete the
following fields:
Table 2-2: Request-Based tab
26
Field
Description
Field Containing Record

Assignment
You can specify a field on the application form that

stores the name of the person to whom the request is
assigned. This enables you to track how long each
assignee spends on the request.
Start Time for Request-Based

SVTs
You can specify the application form field that stores

the time when the Start When measurement criteria is
met. If this field is blank, it uses the system time to as the
start time when the measurement criteria is met.
Configuration Guide
Field
Description
Reference Goal for RequestBased SVTs
You can specify an application form field that stores the

goal time value, this goal time value is used to
determine the SVTDueDate. If this field is blank, the
system 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 depending

on your preference.
If the check box is cleared, the system uses the
application form field specified in the Reference Goal
for Request-Based SVT field to calculate the
SVTDueDate.
Note: When this check box is selected, a different field
appears on the formReference End Goal for

Request-Based SVT.
Reset Goal for Same Request
When
You can specify the criteria to be met before the

measurements for the request restart. When these
criteria are met, the measurement metrics are reset to
zero; the current measurement record is closed and a
new one is opened with a new goal. This feature can be
used for Operational Level Agreements to determine
how quickly support personnel respond to recurring
events.
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 the
end goal value, this end goal value is used to determine
the due date for the service target (SVTDueDate). If this
field is blank, the system uses the goal time specified on
the service target to calculate the SVTDueDate.
Reference Date/Time for

Availability Events
This field allows you to specify a Date/Time field that

is used as a reference time to record the change in status
to meet the Available When or Unavailable When
conditions for an Availability service target. If there is
no entry here, the system time is used. See BMC Service
Level Management Users Guide for more information.
Note: You must configure a field on the application form
to hold the date and time.
Chapter 2
27
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 Users Guide.
Table 2-3: MSP/Business Time tab
Field
Description
Is Your Application Using

MSP?
Select Yes or No from the menu to indicate if your

application is using MSP.
If you select Yes, you must select a Field Used for Group
Access.
When a request is submitted, BMC SLM must know
which 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 field
is also used in the service target association record to
determine if the group on the request is entitled to the
service target with matching terms and conditions.
Field Containing Entity
You can configure a field on the application form to

store a business entity name. If you select a field name
here, the business entity information in the field is used
for the service target. If this field is blank, the business
entity 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).
5 Click the Advanced tab, and complete the following fields.

Table 2-4: Advanced tab
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. If
you do not select one, you can use the standard
qualification builder when creating service targets.
Service Target Execution

Order
Select a number for the Service Target Execution Order.

This allows the administrator to change the execution
order.
Note: Filters built for a service target use a maximum
range of 10 execution orders.
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Configuration Guide
Field
Description
Milestone Execution Order
Select a number for the Milestone Execution Order

field.
If you select an execution order greater than 880, you
must change the execution order of the following two
filters in the action template for BMC Remedy Incident
Management:
HPD:INC:NTSLAAssignGrp_881_SetTag
HPD:INC:NTSLAAssignee_884_SetTag
Increase the execution order of these two filters to
numbers higher than those set for BMC SLM Milestone
filters, otherwise they will not fire.
Create Fields and Join Form
If you select Yes, the join form for the application form
is used for reporting. It is created with the service target
appended to the application form name. The field entry
defaults to Yes. It is set to No after the join form is
created.
Fields and Join Form Create

Status
This read-only field displays the status of your fields

and join form. After the BMC Remedy AR System
Application form is configured it displays Created
Successfully.
Note: When exporting a service target from the source
BMC Remedy AR System server to the destination

server, a matching entry for the Configure Data
Source is very important, especially the Field As
Unique Identifier. The field selected in The Field As
Unique Identifier field must be the same in both the
source and destination servers that are using the same
application form.
6 On the Administration tab, you can view the Data Source settings that have been
configured. The Administration table displays the Rule Name, Status and Rule
Build Status. You can modify settings by selecting the Rule Name and clicking the
View button.
TIP
To display items, right click in the table and select Refresh.
Chapter 2
29
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 sources

1 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, for
example, Incident, Change, or your custom form.

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

For example, if the rule, SLM:ServiceRequest_MeasReqStart, has a status of
Could Not be Built, select the rule in the table and click Build to rebuild this rule.
Should any rule require rebuilding, the <FormName>_MeasReqAvailStrt2Stp
rule must also be rebuilt as the last step in the procedure. (In this example, it is rule
SLM:ServiceRequest_MeasReqAvailStrt2Stp).
You must perform this step even if you are configuring your own custom form to
work with Service Level Management.
Deleting service target data sources

If you have configured data sources that you are no longer using in any service
targets or templates, you can delete them in the Configure Service Target Data
Source 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 target
or a template.
The delete log file SLMDeleteConfDS.log is located in the database path of the
BMC Remedy AR System Installation directory. The default is
ARServerInstallDir\ARServer\db\SLMDeleteConfDS.log on Windows and
ARServerInstallDir\db\SLMDeleteConfDS.log on UNIX.
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Configuration Guide
Deleting data sources with multiple BMC Remedy AR System servers

If you are working with multiple BMC Remedy AR System servers, you must do
the following task.
To delete data sources with multiple Remedy AR System servers

Specify the installation path to the relevant BMC Remedy AR System server in the
SLM: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 a
request. When a request is reassigned from one group to another, the OLA can
keep track of how long each team worked on the request using the contents of a
field specified in the data source. The goal time is not reset when the request is
reassigned.
For example, a request is assigned to Francie Frontline at 2 p.m. with a resolution
goal time of 2 hours. The milestone is set to trigger after 50 percent of the goal time
has 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, recording
that Francie spent 1 hour and 15 minutes on the request. The request is reassigned
to 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 the
assignee 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.
> Configure Application Settings > Data Sources to open the Configure Service
Target Data Source form.
3 In the Field Containing Record Assignment field, select the field that holds the
assignee group name.

4 Click Modify Filter to rebuild the filters.
5 View the amount of time each group spends on the incident request in the
SLM:TeamMeasurement form.
Chapter 2
31
Resetting goals for the same request

During service target definition, you can select the Reset Goal for Same Request
option 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 new
request. The first measurement stops, the measurement is evaluated, and the
measurement record retained for reporting purposes.
If you build the data source filters to use the reference start time, then the new
measurement for the second request starts with the goal time which is based on
the reference start time. The due date will be the same since the start time is the
same for both measurements.
If you build the data source filters to use the system date as the reference start
time, then the new measurement for the second requests starts with the full goal
time allowed.
For example, you are committed to responding to any communication from a
customer within one hour. The condition for the goal to be reset is that the request
is assigned. After a customer sends a communication and the request is assigned,
the measurement starts. After the request is closed and some time elapses, a
customer sends another communication and the request is assigned again, thereby
meeting the condition. The goal is reset and the service target starts to track this
request.
You can also use this feature for an OLA to track how long each group spends on
request when the request is reassigned. Unlike the Tracking Time by Support
Teams feature, the goal is reset so that each group is allotted the same amount of
time. For example, a hardware group is assigned a service desk incident to correct
a problem. After 15 minutes, they discover that it is not a hardware, but a software
problem 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 that
you want to reset.

4 Click the Request-Based tab.
5 Click Define next to the Reset Goal for Same Request When.
32
Configuration Guide
6 Specify the criteria for the measurements for the request to restart. When these
criteria are met, the measurement metrics are reset to zero, the current
measurement 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 service
target than if you specify the goal at the time of the service target definition. You
can use either an elapsed time measured in seconds (time-elapsed goal), or specify
a 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 the
service 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.


4 Select the relevant data source (application) in the Configure Service Target Data
Source table.
6 In the Reference Goal for Request-based SVTs field, select the field on the
application 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.
Chapter 2
33
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 form

service target goal. In our example is it SLMStartTime.

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

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

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 the
application form.
To use an end time as defined on the application form

service 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, when
specific criteria are met.


Source table.
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 you
created in step 1 (SVTEndGoal in our example).
34
Configuration Guide
Goal types

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 goal
type that is shipped with the application. The name that you configure for each
goal type appears in the Goal Type list on the Goals tab of the Service Level
Agreements form. This allows you to choose the goal type that you want to use to
measure 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 the
service 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
Request-based
Example:
Example:
Incident
Incident Resolution
Time
With this goal type, the agreement commits to responding to or

resolving a request that has been submitted within the specified
time 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 be
configured to display with any label.
The data source for this type of service target is always a BMC
Remedy AR System form that is configured to work with BMC
SLM.
Availability
Outage-Availability
With this goal type, the service target measures how long an
asset or service is available or unavailable. Availability% is
calculated by using the time available divided by the total time
minus the excluded time. The goal of the agreement is not to fall
short of the availability percentage.
Availability service targets measure the time that an asset or
service is available or unavailable over a long period. The service
target tracks the up and down time of the assets based on defined
available and unavailable qualifications.
CI Outage
Outage-Availability
CI Outage service targets record the outages or unavailable

instances for a specific CI using fields in the AST:CI
Unavailability form.
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Display label
Goal Type
Description
Application
Response Time
Performance
Monitoring
This goal type is used for monitoring metrics within the

infrastructure. For example, the agreement commits to
maintaining application response time at a certain level as
specified in the service targets.
Example:
CPU Utilization
Performance-monitoring service targets are evaluated on system

metrics coming from infrastructure items such as servers and
applications. They compare the measurements to the goals
defined in the service target to determine if the service target is
met or missed. The data sources are network management
products that produce high-volume, high-frequency data about
availability and performance of machines, services, and
applications. This type of service target is processed with the
Collector.
Performance-monitoring goals can be defined when you
determine the terms and conditions, or when setting goal and
cost details for a service target. They are made up of logical or
arithmetic expressions containing key performance indicators
(KPIs). When a value is received, the processor compares the
value against a predetermined threshold, or evaluates it as part
of an expression.
Compliance Only
Compliance-Only
A compliance-only service target is a special service target that

enables you to access data already processed by an external
source. The compliance-only service target can be related to an
agreement and the data is used to evaluate the agreement
compliance within the specified review period for the
agreement.
You create a BMC Remedy AR System form in BMC Remedy
Developer Studio to hold the data used for the calculation of
agreement compliance. If the processed data is contained in a
database table outside BMC Remedy AR System it can be
accessed by way of a View form.
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 BMC
Service Impact Manager is installed).
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Configuration Guide
Goal types
6 From the Status list, select Active.

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

target.
If more than one resolution service target attaches to a request, the earliest
resolution date is used for the Estimated Resolution Date. Any later date on an
attached service target is ignored if the measurement status moves to a state of
Invalid, Met, Missed, or Detached. For other states such as Pending, the next
nearest time is used.
NOTE
All updates to the incident record are triggered through the BMC SLM escalation
mechanism; therefore, the updates are not immediate. The default delay is every 5
to 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 estimated
resolution date is not updated.
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. The incident goes into a Pending state for two hours, resulting in a
new 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 groups

You can configure service target groups for request-based service targets so that as
the terms and conditions of an incident (for example) change, another service
target from the same service target group can take over and apply the appropriate
goals 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 target
attached, the system searches to see if a service target meeting that criteria already
exists in the same group. If so, the new service target attaches to the incident
request and inherits the data, such as start time, goals, or milestones, from the
original service target. The system re-calculates the due date and time and the
original service target is removed.
For example, an IT organization creates four service targets to monitor incident
resolution time, one for each priority (Critical, High, Medium, and Low). These are
added 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 incident
with 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 to
Medium at 9:30 a.m. The Medium priority service target, with a resolution time of
four hours, inherits the start time of 9:00 a.m. from the High priority service target
rather 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

> Configure Application Settings > Service Target Groups and then click Open.
2 In the Configure Service Target Group Assignment form, click Create to create a
new 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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Configuration Guide
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 group

> Configure Application Settings > Service Target Groups and click Open.
2 In the Configure Service Target Group Assignment form, the SVTs Not in Group
table lists the other service targets that apply to the same BMC Remedy AR System
form and have the same goal type but they are not in the service target group you
have selected.
3 To add service targets from a group, select the service targets Not In Group and
then, 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 Service
Targets In Group <groupName> 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 are
those who receive notifications about the expiration and the review of
Agreements. These groups can also be used in alert actions in milestones.
To configure agreement owners

> Configure Application Settings > Agreement Owners, and click Open.
2 In the Configure Agreement Owners form Title field, enter a name to identify the
people 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 providers 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 them
of an upcoming expiring agreement.

6 In the SLA Expiration Message field, enter the message to notify these users of an
expired agreement. You can select fields such as SLA ID or SLA Name from the
drop 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, then
click 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 not
function properly. Delete with caution.
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Configuration Guide
Configuring review periods for agreements
Configuring review periods for agreements

Review periods allow you to configure the time periods in which compliance
needs to be met, such as a daily, weekly, monthly, or quarterly period. The
percentage provides information about how the agreement performed during a set
review period.
You can add review periods for each agreement. You can add the following review
periods: Daily, Weekly, Monthly and Quarterly. The review period that you
configure appears in the agreement Review Periods list. This option allows you to
choose a repeated range of dates to measure periodic performance of specific
agreements.
To add review periods for an agreement

> 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 (starting
Mondays).
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 for
each 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 review
period showed always begin. Select from the Weekday menu the day of the
week 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 day
of the month, and the Hour of Day field.
Quarterly
To set the starting time for the quarterly review period, you first select the
monthly quarters that make up the year from the Quarter field. Then you
must select the starting day of the month for each quarter. You must select
from 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 the
dashboard for agreements and service targets. These can be used to categorize
reasons for missing agreements and service targets. You can enter and update
these comments using the dashboards for agreements and via Incident (if BMC
Remedy Service Desk is installed) or Change (if BMC Remedy Change
Management is installed) requests for service targets. As an administrator, you can
set up predefined comments for service level managers to use.
The information that the SLM comments include is the name of the person entering
the comments, the group they belong to, and the date and time the agreement
might have been missed.
On BMC SLM Dashboards, you can add comments to any agreement, or just add
comments that can be shown on the agreement performance reports.
See BMC Service Level Management Users Guide for more information about
Dashboards.
To create an SLM comment

> 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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Configuration Guide
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. These
templates can be used by multiple agreements or service targets and therefore
make it faster and easier for service level managers to set up service target and
agreements.
Templates are defined in the Configure Template form accessed from the
Application 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 in
information.
Linked To Templates where a template is used by an object and when the

template changes, the object automatically reflects the changes.
Custom Copy Templates where a template is used as a starting point and then
customized for a specific instance. The template is used for ease of definition or
as a starting point, but the information is changed and tied to a specific instance
of 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 the
object that used the customized version.
During the configuration process, an object linked to the template can be unlimited
from the template, which makes it a custom copy. You can also update all the
objects 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. You
can create your own templates in the Administration console or use those that are
shipped 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
> 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 to
template mode.
Goal and Cost Schedule used by service targets in either custom copy template
or linked to template mode.
Milestone used by service target or agreement in either custom copy template or

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

linked to template mode.
The Show Templates For field shows the type of template you are currently
working with.
The top Template table lists all the templates of the type selected in the Show
Templates For field while the Service Target Linked To table lists all the service
targets or agreements that are linked to the selected template, or contain objects
linked to the selected template. The Service Target Linked To table, also known
as the Template Usage Table, is disabled for Condition templates, because
condition templates are not linked to any objects.
The Linked Status column in the Template table has two values:
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Configuration Guide
Templates
Updated means the template content is synchronized with all the objects linked
to it.
Need to Update means the template content has not been updated with the
objects linked to it.
Click the Update Linked Objects button to push the template changes to all
objects linked to it. When the update is completed, the affected service target
and agreement records must be rebuilt.
NOTE
When updating templates and clicking Update Linked objects, linked service
targets and agreements are set to Need to be Built on the Service Level
Management Console. The service targets and agreements with their previous
settings continue to run until the Build process runs. The Build process can be
initiated from the Service Level Management Console by selecting the items that
need to be built and clicking Build.
The Detach Selected or Detach All buttons below the Service Target Linked To
table removes the links between selected or all objects and the template, so the
detached 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


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 to
create 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 service

targets for terms and conditions or measurement criteria.
9 Click OK to add the new template.
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Configuring templates for measurement criteria

The following steps describe how to configure templates for measurement criteria.
To configure templates for measurement criteria


2 Click Open to display Configure Templates form.
3 Select Show Templates For Measurement Criteria.
4 Click Create.
5 In the Measurement Criteria Template dialog box, enter the name of the template
you want to create in the Name field.

6 Enter a description of the template in the Description field.
7 Select the application it applies to.
8 Select the Measurement Type from the menu. You can select from Request-Based
or Availability.
9 Define when the measurement criteria starts in the Start When field.
10 Define when the measurement criteria stops in the Stop When field.
11 Define exclusions for the measurement criteria in the Exclude field.
12 Click OK to add the template.
Configuring templates for goal and cost schedule

The following steps describe how to configure templates for goal and cost
schedule.
To configure templates for goal and cost schedule


3 Select Show Templates For Goal and Cost Schedule.
4 Click Create.
5 In the Configure Goal and Cost Schedule Template dialog box, enter the name of
the template you want to create in the Name field.

6 Select from the Goal Type menu field what you want to create.
You can select from Request-Based, Availability, CI Outage, PerformanceMonitoring, or Service Impact Manager.
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Configuration Guide
Templates
7 Select from the View menu field what you want to view.
You can select from All, Sunday, Monday, Tuesday, Wednesday, Thursday,
Friday, Saturday, and Default.
NOTE
A Default entry is required for a complete schedule.
8 Click Save to add the template.
Configuring templates for milestones

The following steps describe how to configure templates for milestones.
To configure templates for milestone


3 Select Show Templates For Milestone.
4 Click Create.
5 In the Create Milestone Template dialog box, select the milestone you want to
create in Used By field list.

You can select from Request-Based, Availability, PerfMonitoring, SLA
Compliance, and SIM (if installed).
6 Click OK to add the milestone template.
Configuring templates for action

The following steps describe how to configure templates for action.
To configure templates for action

Action templates can be associated with milestone templates so that adding the
Milestone template to the service target or agreement includes the associated
action templates. Associations are not part of the template so if the association is
modified, it does not affect the service target or agreement using the templates.

3 Select Show Templates For Action.
4 Click Create.
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5 In the Create Action Template dialog box, select the milestone you want to create
in the Used By field list.

You can select from Request-Based, Availability, PerfMonitoring, SLA
Compliance, and SIM (if installed).
6 Select the application it is associated with in the Applies To menu.
7 Select the Action Type you want to run.
You can select from Set Value, Alert or Email, Pager or Run Process, Set Fields and
Push Fields.
8 Click OK to add the action template.
For more information about how to create actions for milestones, see the BMC
Service Level Management Users Guide.
Relating milestone and action templates

You can relate action templates to a milestone template defined on the same data
source. If you define this relationship when you use the milestone template in the
service target or agreement, all related action templates are also associated.
NOTE
The relationship is not part of the template. This means you can add, modify,
remove actions from the milestone instance using the template, and further
changes in the template relationship do not affect any milestone and action
instances that are using the template.
When configuring milestone templates, use the Relate Actions button to display
the SLM Relate Action Templates dialog box.
To relate milestone and action templates

1 Select a template name to add to the list.
2 Click the Remove button to remove action from the table.
3 Use the Up or Down button to adjust the action sequence number.
Modifying templates
The following steps describe how to modify templates.
To make changes to templates

1 In the Configure Templates form, Show Templates For table, select the template
you want to change.

2 Click the View button.
3 After making changes, click OK.
4 Click the Update Linked Objects button to update changes to the remaining linked
objects.
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Configuration Guide
Configuring contract menus
Deleting templates
The following steps describe how to delete templates.
To delete templates
1 In the Configure Templates form, Show Templates For table, select the template
you want to delete.

2 Click Delete.
3 Click Yes in the Confirm Operation dialog box to delete the selected template.
Configuring contract menus

The BMC SLM contract object integrates with the contracts module in the BMC
Remedy Asset Management application. Configuring contract menus helps define
Asset Contract Categorization for company types and company terms.
To configure contract menu items

1 From the Application Administration Console, select Service Level Management >
Configure Application Settings > Contract Menus.

2 Click Open to display the Configure Contract Menus form.
3 On the Configure Contract Menus form, complete the following fields:
a In the Company field, enter SLM:SampleContractCompany.
b In the Organization field, enter SLM:SampleContractCompanyOrganization.
c In the Department field, enter SLM:SampleContractDepartment.
d In the Contract Terms field, enter SLM:SampleContractTermsType.
e In the Cost Center field, enter SLM:SampleContractCostCenter.
f In the Supplier Name field, enter SLM:SampleContractSupplier.
g In the Supplier Organization field, enter SLM:SampleContract
SupplierOrganization.
h In the Supplier Group field, enter SLM:SampleContractSupplierGroup.
i In the Notification Group field, enter SLM:SampleContractNotificationGroup
j In the Notification Contact field, enter
SLM:SampleContractNotificationContact.
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4 Click Save.
NOTE
This information comes with the application as sample data. You can configure the
sample contract menus by selecting the menu type. You can choose from
Company, Organization, Department, Contract Terms, Cost Center, Supplier
Name, Supplier Organization, Supplier Group, Notification Group and
Notification Contact. The sample data is stored in the form called
SLM:SampleContractMenus where you can look up contracts. If you have
different menus that you want to point to the Company, Supplier, or other items,
you must change the data in this form. If Asset Management is installed, the data
in this form automatically reflects corresponding menus.
Performance data updates

The following sections describe how performance data is updated and how to
manually update performance data, when needed.
SLA compliance update

When the measurement record is changed, the data that was collected for the SLA
Compliance calculation needs to be gathered again to reflect the new values. If the
measurement data change affects SLA Compliance records that are still open, the
calculation does not use the SLA Compliance History records. For SLA
Compliance records that are closed, the update of the data records does not
happen immediately. It uses the same escalation as the daily review period
scheduler that runs at five minutes after the hour.
Request-based update
For updates to request-based data, the SLA Compliance calculation uses the
measurement records Stop Time to find the appropriate SLA Compliance record
that counted it. Stop time if the time the Service Target was completed. The SLA
Compliance record is tagged and on the next hour, the data is updated. Milestones
fire on the update.
Availability update
Availability update is more complex because the SLA Compliance records that
used the time slot that was changed could use just a segment of the time. Three
scenarios are used to find the appropriate SLA Compliance records.
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Configuration Guide
Performance data updates
Updating performance data manually

Compliance for each agreement is updated automatically on a certain frequency
depending on the review periods tied to that agreement. For daily review periods,
compliance is calculated every hour; for weekly, every four hours, and for monthly
and quarterly, every day. If you need the compliance for specific agreements to be
updated immediately, for example, if you are running a special report, then you
can select those agreements here and trigger the compliance to be calculated again.
Configuring manual update of performance data allows you to manually update
the data collected for performance data. It allows you to activate agreement
compliance calculations to occur, rather than waiting for automatic, periodic
calculations.
To manually update performance data

> Configure Application Settings > Manual Update of SLA Compliance.

2 Click Open to display the Update Performance Data form.
3 Click Refresh to view performance data in table.
The table shows Title, SLA ID, Review Period Name, Met Percent, Last Updated at
(date/time).
4 Select the agreements whose compliance you would like to recalculate.
5 Click Update to recalculate the compliance data.
Updating measurement data retroactively

Sometimes there is a service outage that occurs due to factors out of the control of
IT and for which the SLA with your customer does not hold you responsible. When
this happens, you might want to change a missed metric or incident to a met one,
to retroactively update some measurement data.
The Service Level Manager or Application Administrator can modify
measurement records to change the status of a service target from Missed to Met,
or Unavailable to Available. Completed agreement compliance records recalculate
to reflect the new status. Service Level Managers or Application Administrators
use the Administrator Console to update the measurement record.
If an incident or KPI service has missed its Service Target goal or has fallen into an
unavailable state, you can change the result of the measurement record. You can
change a Missed service target into a Met service target or eliminate an unavailable
state.
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To configure a retroactive update of measurement data

> Configure Application Settings > Retroactive Update of Measurement Data.

2 Click Open to display the Modify Measurement Data form.
3 In Search mode, locate the records you want to update.
4 In the Goal Type field, select a goal type.
A list of goals appears. The display names of the goals will be set by your
administrator and they can be any of the following types: Availability, CI Outage,
Request-based, Performance-Monitoring, or Compliance-Only.
5 In the Start Date field, enter a start date.
6 In the End Date field, enter an end date.
7 Complete the following optional fields:
a In the Service Target Title field, enter the service target name.
b In the Service Target ID field, enter the service target ID.
c In the Record ID field, enter the record ID, such as the incident ID.
8 Click Search.
9 Select the measurement records you want to change from a Missed Status to a Met
Status or from Unavailable to Available.

10 Click the Update Selected Records button.
11 In the Measurement Annotation dialog box, enter the reason why the updates are
occurring in the Notes field. This information is used as audit information.

12 The following fields are read-only:
The Person field shows who is modifying the data.

The Date field displays the system generated date that the data is modified.
The Action shows the changed status value for the records that are being
updated. In this example, the status is changed from Missed to Met.
13 Click OK to modify the measurement data.
NOTE
After the items are updated, the changes cannot be undone. The updated records
no longer appear in the list of possible service targets that can be updated.
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Configuration Guide
Chapter
Configuring business time
As an administrator, you can define the hours that represent when a service is
available or not available on workdays and holidays. You can indicate these hours
in a service target so that metrics and milestones are ignored and not included in
the performance measurements. Business schedules can apply to one specific time
period or a recurring event.
Using business time segments and entities (page 54)

Using a business entity defined on an application form (page 56)
Chapter 3 Configuring business time
53
Using business time segments and entities

To use business time in BMC Service Level Management, the following steps are
involved:
Step 1 Creating business time segments (using a BMC Remedy AR System form accessed
through BMC SLM Administration Console).

Step 2 Creating a business entity.
Step 3 Relating business time segments to this business entity (using BMC SLM
Administration Console).
Step 4 Adding a business entity to a service target (using BMC SLM Service Target
Console).
Creating business time segments

Time segments specify the hours or days when the system is operating (available)
or not operating (unavailable). If the time segment is unavailable, measurements
are not included in compliance calculations during these times. You can create a
one-time segment or a recurring time segment.
The following are examples of time segments:
Support normal business hours (recurring time segment)available 8:00 am to

5:00 pm Monday to Friday.
Holiday (one-time segment)unavailable on the 4th July 2007.

Maintenance (recurring)12:00 am to 12:00 pm on Sunday.
To define business time segments, use the BMC Remedy AR System Business Time
Segment form.
NOTE
Use the following procedure to access the form from the BMC SLM console and
then see the BMC Remedy Action Request System Configuration Guide for detailed
information about business time segments and using BMC Remedy AR System
Business Time Segment form.
To create a business time segment

1 Open the Application Administration Console.
2 Choose Configure Business Time > Shared Entity/Segments.
The SLM:ConfigBusinessEntityConsole is displayed.

3 Click the Business Time Segment tab.
4 Click Create to display and create the Business Time Segment form.
For information about entering data in this form, see BMC Remedy Action Request
System Configuration Guide.
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Configuration Guide
Using business time segments and entities
Creating a business entity

You define business entities by relating previously defined time segments to a
named business entity. You can combine several time segments, such as holidays
and maintenance periods, together in one business entity. You then add the
business entity to a service target.
A business entity can be created for each group that requires different
measurements. For example, the requesters group; entities for different levels of
service such as Gold (7x24), Silver (5x12), and Bronze (5x8); and support groups in
different time zones.
To create a business entity

2 Choose Service Level Management > Configure Business Time> Shared Entity
Segments and click Open.

The Business Schedules form appears.
3 In the Business Time Entity tab, click the Create button.
4 In the Business Schedule Entity form, enter a name in the Title field.
5 Choose from the Status menu.
You can select New, Enable, Disable, Pending, and Retired.
NOTE
Only the enabled entities are shown in the menu on the service target.
6 Click Save to create a business schedule entity.
You can relate business time segments you have already created to this business
entity, or you can create new business time segments and relate them.
Relating business time segments to a business entity

The following steps describe how to relate business time segments to a business
entity.
To relate business time segments to a business entity

2 Choose Service Level Management > Configure Business Time > Shared Entity
Segments then click Open.

The Business Schedules form appears.
55
3 Select a Business Schedule in the Business Time Entity table.

4 Click Relate Activity to display the Searching for Business Activities form.
You can search for a business time segment and relate it to the business entity
selected in the Business Time Entity table. Relate as many business time segments
as you require. If an appropriate one does not already exist, create a new business
time segment and then relate it to the Business Entity.
Adding a business entity to a service target

You can add a business entity to a service target in the Service Target console >
Goal and Cost tab.
To add a business entity to a service target

1 Log in to the BMC Service Level Management console.
2 Click the Service Targets tab.
3 Select the appropriate service target and click View, or create a new one.
5 Select a predefined business entity.
6 Save the service target.
The hours defined in the business segments that comprise the business entity are
not applied to the service target measurement calculations.
Using a business entity defined on an

application form
If you have a custom application or any of the BMC Remedy ITSM Suite installed,
you can use the business entity referenced on a form in the application to
determine the business hours for the service target.
The following steps enable this feature:
Step 1 Create a field on the application form to hold the business entity title.
Step 2 Specify the application form and the field when configuring the service target data
source.
Step 3 Specify that you want to use a field on the application form during the service
target definition.
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Configuration Guide
Using a business entity defined on an application form
Creating a field to hold the business entity

The following steps describe how to create a field on the application form to hold
the business entity title.
To create a field on the application form to hold the business entity

1 Log in to the relevant application, for example, BMC Remedy Incident
Management.
2 Create a character field on the application form to hold the business entity title.
Specifying the application form and field for a business entity

The following steps describe how to specify the application form and field for a
business entity.
To specify the application form and field

2 Choose Service Level Management > Configure Application Settings > Data
Sources.
3 In the Configure Service Target Data Source form, select the data source for your
service target, for example, HPD:HelpDesk for an incident request resolution

service target.
4 Select the application form that is used for the data source. The default form is
shown in the Data Source/App Form field.

5 Click the MSP/Business Time tab.
6 Select the fields on the application form that contain the business entity names.
SLA Type Reference FieldEnter a field that holds the business entity for
service targets of type Service Level Agreement (SLA).
OLA Type Reference FieldEnter a field that holds the business entity for
service targets of type Operational Level Agreements (OLA).
For more information, see the BMC Service Level Management Users Guide for
further information about the OLA Type Reference Field.
Specifying use of a field on the application form

The following steps describe how to specify that you want to use a field on the
application form during the service target definition.
To specify you want to use a field on the application form during service
target definition
1 Log in to the Service Level Management Console.

2 Select the Service Targets tab.
57
3 Select or create the service target to which you want to apply the application form.
4 On the Goal and Cost tab (called Step 2 if you are creating a new service target),
select the check box for Use on App Form.

5 Continue modifying or creating your service target and save it.
For information about Follow the Sun, see BMC Service Level Management Users
Guide.
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Configuration Guide
Chapter
Configuring the Collector

module
The Collector module (Collector) allows you to retrieve metrics from external data
sources. Values from these metrics can then be used to evaluate performancemonitoring service targets. You must configure the application related settings for
BMC Service Level Management under the Configure Collector Module. This
manual includes three major tasks that involve Collection Points, Collection
Nodes, and bulk Performance Manager nodes.

Collector module (page 60)

Collector architecture (page 61)
Collection process (page 61)
Collector Configuration Console (page 64)
Using the Collector Configuration Console (page 66)
Collection Points (page 70)
Collection Nodes (page 73)
Configuring Bulk Performance Manager nodes (page 92)
Chapter 4 Configuring the Collector module
59
Collector module
The Collector provides the mechanism for retrieving metrics from external data
sources. Values from these metrics can then be used to evaluate performancemonitoring service targets.
Configuring the Collector includes configuring the properties of the following
areas:
Collection Points
Collection Nodes
Bulk Performance Manager nodes
Collection Points
The Collection Point handles the collection of data from a wide range of data
sources. There can be one or more Collection Points; each can be installed on a
separate server or on the same server as the Collector. The Collection Point
employs a pluggable architecture to allow data to be collected from multiple data
sources. The Collection Points can be placed close to the source of data for
efficiency and to simplify the management of secure networks.
Collection Nodes
A Collection Node (also known as a plug-in, or an instance of a plug-in) is a single
unit from which system metrics are collected. It is the data source for the
information that is forwarded to the Collection Point. The Collection Node finds
the KPI landscape of a specific data source and retrieves the historical or current
data values for the target KPIs. Many Collection Nodes can be connected to a single
Collection Point.
Bulk Performance Manager nodes

The bulk Performance Manager nodes feature allows the administrator to add
multiple nodes to a service target at one time. This feature is specific to PATROL
agents.
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Configuration Guide
Collector architecture
Collector architecture
The Collector uses a distributed architecture, delegating the work of collecting
data to light-weight distributed components called Collection Points.
Figure 4-1: Collector Architecture
AR System server
and
SLM application
Collection Points
Collection Nodes
Plug-ins
BMC Performance
Manager agent
Collection
Point
BMC Transaction
Management Application
Response Time server
AR System server
Collector
Plug-ins
Collection
Point
BMC Performance
Manager Express
SNMP data source
Collection process
The Collection Points and the plug-in Collection Nodes work together to construct
service targets and calculate service target performance, and also to provide data
source status information. The functionality includes the following transactions:
Configure data sourcesThe plug-in API provides methods to configure the

Collection Node. The Collection Node configuration information typically
includes data source, user name, password, communication protocol, and port.
Supply KPI landscape informationUpon request from the plug-in API, the
Collection Node returns the KPI landscape from the data source. The landscape
is the tree history of all the potential KPIs from the Collection Node that could
be used and monitored by the service target. The landscape view can either be
dynamic or static. A dynamic view requests communication between the
Collection Node and its data source and usually through data source API calls.
A static view involves a configuration file that contains landscape information.
61
Collect data The Collection Node (plug-in) returns a list of data samples for
the specified KPI and time interval. If no data is found, an empty list is returned.
Depending on the data source, the plug-in might retain history data samples for
a certain period. The data returned must be in numeric form. If the KPI in the
data source contains status information, such as OK, warning, error, and so on,
a status map must be used to convert the status code to numeric values.
Check data source statusThe plug-in API contains methods to check the data
source connectivity. The Collection Point recognizes and indicates that the
landscape discovery or the data collection failed.
Communication protocol
The Collector and Collection Points communicate using http or https. The protocol
is similar to standard SOAP web services, but is a proprietary mechanism. The
Collector initiates all Collector to Collection Point communication.
Authentication key
The authentication key is used to make sure that communication with a Collection
Point is secure and that only one Collector can communicate with a Collection
Point. When adding a Collection Point, the authentication key is stored on the
Collector and also sent to the Collection Point to be stored.
NOTE
The Collection Point only accepts the new authentication key if it has not already
been set by another Collector.
When the authentication key on the Collection Point has been set, it is then used as
the basis for securing all communication between the Collector and Collection
Point. The Collector or Collection Point communications are secured using a
session protocol, which means that all requests to the Collection Point must
contain a valid session ID. This session ID is generated when the Collector logs in
to the Collection Point, which requires the authentication key to succeed. The
Collector re authenticates the login using a stored copy of the authentication key
whenever the Collector or Collection Point are restarted. The authentication key is
encrypted multiple times so it is not possible to determine the key from observing
where it is stored on the Collector or on the Collection Point.
If a specific Collection Point rejects the new authentication key, a dialog appears
stating, The Collection Point might be in use by another Collector.
Do you want to add it anyway? Yes/No.
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Configuration Guide
Collection process
If you click Yes, the system action depends one of the following reasons for the
rejection:
Another Collector has already added the Collection Point.

If the authentication key from the new Collector is different from the
authentication key for the previous Collector, the previous Collector now has
the wrong key and cannot log in to a session. The connection between the
previous Collector and the Collection Point is broken and communication with
the new Collector is established.
You reinstalled the Collector without first removing the Collection Point, so the
previous authentication key is still in the Collection Point memory.
If this applies, the new authentication key is forced on the Collection Point and
communication is established.
Optional configuration
An optional configuration is also available to increase or decrease the amount of
raw metric data and KPI data retained in the datastore. It is located in
bmcslm.properties under the Collector installation webAppRoot/WEB-INF/
classes.
Some possible examples:
For JBoss: C:\Jboss-4.0.2\server\default\deploy\daytona.war;

For Tomcat: C:\apache-tomcat-5.5.20\webapps\daytona;
For ServletExec: C:\Program Files\New Atlanta\ServletExec
ISAPI\webapps\default\daytona.
The property is called MetricDataIntervaland has a default value of 1209600

seconds (two weeks). You can decrease this value to save space in the database, or
you can increase the value, which enables you to retain more metrics for custom
reports or create service targets with Effective Dates in the past that can process the
data. (The latter statement applies only when all KPIs used in the new service
target are already being collectedthat is, they are being used in other service
targets.)
NOTE
When you edit the.properties files, do not leave spaces between the property
name and = or between = and the value. For example,
MetricDataInterval=1209600 is the correct way to specify the property and
value.
63
Collector Configuration Console

You can now configure and manage the Collector using the web-based Collector
Configuration Console.
The distributed nature of the Collector implies that the configuration data might
be changed due to the installed environment. You can make changes to some of the
following areas:
BMC Remedy AR System Application password

BMC Remedy AR System Server host or port
DB password
DB connection details (host, port, and so on)
Logging configuration (log levels, file size, and so on)
Performance monitoring statistics and configuration
Control access to the Collector Configuration Console
The Collector exists as a web application within an application server, such as
JBoss or Tomcat. You can modify the Collector configuration if you have a browser
and network connectivity to the Collector.
Accessing the Collector Configuration Console

The following section provides information on how to access the Collector
Configuration console.
To access the Collector Configuration Console

Type the following URL in your browser (see the compatibility matrix on the
Customer Support website for supported browsers):
http://collectorHost:collectorPort/daytona/html/login.jsp
where:
collectorHost is the host name of the application server that runs the collector.
collectorPort is the port number of the application server that runs the
collector.
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Configuration Guide
Using security mechanisms in the Collector Configuration Console

To make sure that only authenticated and authorized users can modify the
configuration data, the configuration interface uses the following mechanisms for
security purposes.
To use security mechanisms

1 Authenticated sessionsYou must log in before you can access the Configuration
Console. The login information is stored in a file on the Collector server called
collectorCfgAuth.xml located in the webAppRoot/WEB-INF/classes
directory. This directory holds the file structure for the BMC SLM Collector web
application. It exists within the directory hierarchy of the application server, and
is in a location dependant on the application server. For example,
For JBoss, the webAppRoot might be C:\Jboss4.0.2\server\default\deploy\daytona.war;
For Tomcat, it might be C:\apache-tomcat-5.5.20\webapps\daytona;

For ServletExec, it might be C:\Program Files\New Atlanta\ServletExec
ISAPI\webapps\default\daytona.
2 After authenticating, you are granted a session, which allows you to use all
components of the configuration console. The session is invalidated by logging off,

or after five minutes of inactivity. The default password is password. You can
change this from the Administration tab after logging in.
3 Access control by IP addressYou can restrict access to the configuration interface
to users running on a particular set of IP addresses. This prevents sensitive

configuration information (such as passwords) being sent across insecure sections
of the network. The list of IP addresses that are accepted are stored in a file on the
Collector server. By default, only local host is defined as an authorized client.
You can change this from the Administration tab after logging on.
NOTE
If you do not have a supported browser installed on the same machine as the
Collector, you will not be able to log in to the Collector Configuration Console until
you perform the following steps.
a Open the file collectorCfgAuth.xml located in the webAppRoot/WEB-INF/
classes directory of the Collector server.
b Edit the line hostlocalhost/host and change localhost to a host name or IP
address of a machine that has a supported browser.

c Save the file.
You should now be able to log in to the Collector Configuration Console using
the browser on the machine just added.
65
Using the Collector Configuration Console

Use the following tabs to configure BMC Remedy AR System settings, database
settings, and log settings, and to monitor the performance of the data for the
Collector.
Configuring BMC Remedy AR System settings

Use the AR Settings tab to configure and manage the BMC Remedy AR System
settings of the Collector configuration. The current configuration values are
displayed on the window when you first log in. You can edit the default values and
save your changes. After the changes are applied, the page is updated to display
the latest applied values. You can also go back to the previous settings that show
the server configuration.
To configure data in the AR Settings tab

1 Log in to the Collector Configuration Console.
The AR Settings window appears.

2 Enter the BMC Remedy AR System connection details in the following fields:
a AR ServerEnter the host name or IP address of the BMC Remedy AR System
server that the Collector connects to.

b AR PortEnter the port number used to connect to the BMC Remedy
AR System server. A value of 0 indicates that the portmapper should be used to

determine the port.
c AR PasswordUse this field to change the BMC Remedy AR System
Application Service password for the Collector.

The Change Password page appears.
Enter the new password in the New Password and Confirm fields and then click
Submit.
3 Click Update to save your changes.
NOTE
To go back to the previous settings, click Reset.
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Configuration Guide
Configuring database settings

Use the Database Settings tab to configure and manage the database connection
the Collector uses. The current configuration values are displayed on the window.
You can edit those properties related to user authentication. After the changes are
applied, the page is updated to display the latest applied values.
To configure data in the Database Settings tab


2 Click the Database Settings tab.
3 Enter the database connection details in the following fields:
a Database Type (read only)Displays the type of database you are connecting
to. The remaining fields displayed depend on the database type.

b Database Server (read only)The host name or IP address of the database
server.
c Database Port (read only)The port used by the database. This option is not
applicable for MSSQL Windows Only Authentication databases.

d Database Name (read only)The name of the database to use. This option is not
applicable and therefore does not appear for Oracle databases.
e Database Instance (read only)The database instance to use. This option is not
applicable to Sybase databases.

f Database DomainThe login domain to use for authentication.
NOTE
The Database Domain option is only applicable for MSSQL Windows Only
Authentication databases and does not appear on all windows.
g Database UserThe user who logs in to the database.
h Database PasswordYou can change the database password. This option is not
applicable for MSSQL Windows Only Authentication databases.

4 Click Update.
67
Configuring log settings

Use the Log Settings tab to configure and manage the log settings for the Collector.
The current configuration values are displayed on the window. You can edit the
default values and save your changes. After the changes are applied, the page is
updated to display the latest applied values. You can also go back to the previous
settings that show the server configuration.
To configure data in the Log Settings tab


2 Click the Log Settings tab.
3 Enter the log settings details in the following fields:
a Log FilenameThe full path to the log file.
b Default Log LevelThe default log level used by the BMC SLM Collector. The
log level can be set to any one of the following values:
DEBUGAll log messages.

INFOExcludes debugging messages.
WARNExcludes debug and informational messages.
ERRORShows error and fatal messages only.
FATALShows only fatal messages.
c Max Logfile sizeThe maximum size allowed for each log file. Enter the value
in MB or KB, for example, 10MB.

d Max Backup IndexThe maximum number allowed for backup log files. For
example, if you enter 5, it keeps up to 5 backups (numbered 1 through 5) in

addition to the current log.
4 You can add or delete an exception to the default log level for certain Java packages
in the Exceptions section. You can also change the log level of a package.
a To add a new exception, enter the Java package name and log level in the row at
the bottom of the table.

By defining an exception, the logs contain enough detail to help you
troubleshoot a problem. The package name and log level for the currently
defined exceptions are listed in a table format.
b To change the log level of a currently listed package, select the new level from
the Log Level list.

c To remove a currently listed log exception, select the log and click Delete.
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Configuration Guide
Viewing performance monitoring data

Use the Performance Monitoring tab to view and control the Collector
performance monitoring data. The data is displayed in a table format. You can sort
the data and export it to Microsoft Excel.
Sort the data by any columnClick on a column heading to sort the

performance monitoring data. The current sort column and sort order are
indicated by an arrow in the column heading.
Enable or disable performance monitoringYou can click Enable or Disable to

determine whether performance monitoring statistics are recorded; the setting
remains in effect until you restart the Collector. Restarting the Collector restores
the default, which is set in the bmcslm.properties configuration file.
RefreshUpdates the table with the latest data.

ResetResets all the performance monitoring statistics.
Export to ExcelAllows you to save the current statistics to an Excel
spreadsheet. This is useful for collecting performance data to help with support
cases.
Configuring administration settings

You use the Administration tab to control access to the Collector Configuration
Console. You can perform following functions:
Change the administration password.

Add and remove clients from the list.
Modify information about current clients.
Allow or deny clients access to the Collector Configuration Console.
Sort the order of clients in the table.
To change the administration password


2 Click the Administration tab.
3 Click Change Admin Password to display the Change Admin Password window.
4 Enter the new password.
5 Confirm the password.
6 Click Submit.
The new password is encrypted and saved in the CollectorCfgAuth.xml file.
69
To add a client to the list


3 Click Add to display Add New Client window.
4 Enter the Host Name, Netmask, and select Allow or Deny from the Type list.
5 Click Submit.
The client is added to the list on the Administration tab.
To remove a client from the list

2 Click the Administration tab
3 Select the client from the list.
4 Click Remove.
The client information is removed from the list.
To modify client information

3 Select a client from the list.
4 Click Modify to display the Modify Client window.
5 Make your changes to the client information.
6 Click Submit.
Use the Move Up and Move Down buttons to organize the table.
Collection Points
Collection Points are the components in BMC Service Level Management that are
responsible for collecting the data. You can add multiple Collection Points with
different port numbers.
When you select a Collection Point from the Add Collection Point table, you can
see the CPName and the current status of the Collection Point. Three statuses exist:
0 = OK
1 = Warning
2 = Alarm
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Configuration Guide
Collection Points
The Status message field displays a message if an error exists. This applies to the
Collection Nodes.
NOTE
Refresh the form to see the current status message.
Adding Collection Points

The following steps describe how to add collection points.
NOTE
To add a Collection Point, you must know the details entered when the Collection
Point was installed.
To add a Collection Point

2 Choose Service Level Management > Configure Collector Module > Collection
Points, then click Open.

The Add Collection Point form appears.
3 Enter the name for the Collection Point.
This is any unique label that is convenient for you, however, it must be unique.
4 Enter the host name for the Collection Point.
This is the name of the host where you installed the Collection Point.
5 Enter the port number of the Collection Point.
This is the port number chosen when installing the Collection Point. The default
value is 7089.
NOTE
The Collection Point port number must be entered during installation. For
information about installing Collection Points, see BMC Service Level Management
Installation Guide.
6 Enter the authentication key.
This is similar to a password and helps to make sure that only this server can
communicate with the Collection Point. If the authentication key differs from one
already set for the Collection Point being configured, you are asked if you want to
add the Collection Point anyway.
NOTE
If you select Yes to adding the Collection Point anyway, you can potentially break
the communication. For example, another collector might be using the current
Collection Point. By proceeding, you break the communication with the Collector.
This only applies to the Collection Point and not Collection Node. If it fails for any
other reason, then you can click OK and acknowledge the error.
71
7 Select whether the Secure Socket Layer (SSL) is to be used.
This must match the protocol that the Collection Point is configured to use. The
default mode for the Collection Point is http
8 Click Add.
The Collection Point is added. A message is displayed indicating the success or

failure of the operation.
TIP
If you see the AR System Plug-In server is not responding error, the ARPlugin
Time out setting can be configured to 120 seconds to optimize the use of web
services.
Modifying Collection Points

The following steps describe how to modify collection points.
To modify a Collection Point


3 Select the node you want to modify from the Collection Points table. Edit your
changes.
4 Click Modify.
A confirmation dialog box appears.

The Collection Point has been modified.
Deleting Collection Points

The following steps describe how to delete collection points.
To delete a Collection Point

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Configuration Guide
Collection Nodes
3 Select the node you want to delete from the Collection Points table.
4 Click Delete.
You see a confirmation dialog box.

The Collection Point has been deleted.
Collection Nodes
Adding a Collection Node allows the Collector to define a new data source on the
Collection Point.
The following are supported Collection Node types:
BMC Performance Manager Portal

BMC Performance Manager Express
BMC Performance Manager (For BMC PATROL Agents)
BMC Transaction Management Application Response Time
BMC Service Impact Manager (BMC SIM)
BMC ProactiveNet Analytics
SNMP trap
Node types available in the Node Type lists are the only ones that are installed
with the Collection Point plug-ins. See BMC Service Level Management Installation
Guide for more information.
TIP
You cannot add a Collection Node if the data source is not available. For example,
if it is not running or there is a network problem.
73
Collection Node and Collection Point relationships

Figure 4-2 describes the relationship between processing frequency, collection
node frequency, and missing data for performance-monitoring service targets.
Figure 4-2: Collection and processing of data
Location 1 Server
Collection Nodes
Collection Points
Monitoring Agent
Location 2
Server
Location 2 Server
Location 1 Server
Monitoring Agent
Monitoring Agent
Collection
Point
Collection
Point
Database
Location 1
Server
Collector
AR Server
Collector
Processor
Results
Client
Location 1
Server
Collection Node frequency

The Collection Node frequency defines how often the Collector calls for Collection
Node data from the Collection Point. 300 seconds or five minutes is the shortest
interval for this setting, allowing data to be processed and stored in batch. This is
only the rate at which data is collected from the Collection Point; it does not limit
the service target processing frequency. The service target processing frequency
may be lower than 5 minutes, if desired. This does not restrict data points to every
5 minutes. It only causes the data to be collected in batch, stored in batch, and
processed in batch to reduce the load on the database. You can make the interval
longer, but you must consider the need to trigger milestones in a timely manner.
Therefore, BMC recommends the default of 5 minutes for most systems.
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Configuration Guide
Collection Nodes
Missing data limit

You can set the period of time that elapses before data that is not available from a
Collection Node is considered missing. This is the missing data limit. After this
period of time, the missing data rule is applied and the values cannot be used, even
if they subsequently become available. If this missing data limit is long, it might
result in a delay in triggering milestones. The default is 600 seconds.
Processing frequency when defining a service target

In Step 3 of the Service Target wizard, you can set the frequency to how often you
want the data from the Collection Points to be evaluated by the Collector. The
default is 5 minutes.
NOTE
This processing frequency can be lower or more frequent than the Collection Node
frequency, if desired, as long as it is not set to be more frequent than the data source
can generate a value; otherwise, the missing data rule applies.
Collection Node use cases

Scenario 1
The Collection Node frequency is set to a large interval. For example, 20
minutes.
The Service Target processing frequency is set to a short interval. For example,
5 minutes.
Metric values arrive at the Collector in batches, the processor evaluates the data for
each service target that has all the metrics present, and then it waits for the next
batch. Milestones might be delayed due to the long interval.
Scenario 2
The Service Target processing frequency is set to a short interval. For example,
5 minutes.
The data provided by the Collection Node is infrequent. For example, every 20
minutes.
The Collection Node frequency is set to 10 minutes.
75
Even though the Collector is requesting data for this Collection Node every 10
minutes from the Collection Point (based on the Collection Node frequency
setting), KPI values are returned only every 20 minutes because the underlying
application only produces it at that rate. This scenario is perceived as missing data
to the service target because the processing frequency of the service target is set to
5 minutes. To avoid the perception of missing data, you need to set the processing
frequency for the service target to be equal to or greater than the frequency of the
most infrequent metric used in the Service Target expression. In this case, 20
minutes or greater.
Scenario 3
The missing data limit is set to a long interval.
Triggering of milestones might be delayed. This setting needs to be balanced to
account for minor delays in receiving the metrics due to application and network
issues, with the need to trigger milestones when data is actually missing.
TIP
See BMC Service Level Management Users Guide for more information about setting
missing data rules and processing frequency when defining service targets.
Configuring BMC Performance Manager Portal

The BMC Performance Manager (BPM) Portal plug-in collects metrics data from
BMC Performance Manager. The plug-in has a command line utility that allows
users or client programs to communicate directly with BMC Performance
Manager.
The BMC Performance Manager Portal supports BMC Portals 2.3 and 2.4.
To configure the BPM Portal plug-in

Nodes and click Open.

3 From the Collection Point list, select the Collection Point.
4 From the Node Type list, select BMC Performance Manager Portal.
5 In the Name field, enter a name for the Collection Node.
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Configuration Guide
Collection Nodes
6 In the Frequency field, leave the setting at the default of 300, or enter a time (in
seconds).
The frequency defines how often the Collection Point calls for data from the
Collection Nodes. One minute is the shortest interval for this setting, but consider
performance when setting this frequency. However, the higher the frequency, the
more resource intensive it becomes. Because of demands on the server inherent in
collecting data, a lower Collection Node frequency yields a more efficient
collection process, but you must balance this against the need to trigger milestones
promptly. The objective is to collect data frequently enough to make sure that the
times chosen for milestones are not compromised, but not so often that the server
is overloaded. The default is 300 seconds or 5 minutes.
7 In the MissingDataLimit field, leave the default of 600.
Missing data limit is a time limit that determines when BMC SLM considers the
data as missing. After this period of time, the missing data rule is applied and the
values cannot be used even if they subsequently become available. If this missing
data limit is too long, it might result in a delay in triggering milestones. The default
is 600 seconds or 10 minutes.
8 In the user field, enter your login name.
9 In the password field, enter the password.
10 In the Confirm password field, re-enter the password.
11 In the port field, enter the port allocated number.
12 In the machine field, enter the qualified host name of the Portal. For example, for
multiple computer installations, enter the Portal web server.

13 Click Add.
The Discover Metrics button allows you to discover a set of available metrics from
a Collection Node and it is initiated by users from the Collection Node
configuration. The Discover Metrics button is enabled when you select the
configured Collection Nodes.
NOTE
To improve the discovery performance, create a user account in BMC Performance
Manager that has a few elements, and then create a Collection Node for that
account. For information about how to create a Portal user account, see the BMC
Performance Manager Portal Monitoring and Management Guide.
77
Configuring BMC Performance Manager Express

You can add BMC PATROL Collection Nodes to provide the necessary system
metrics to the Collector and performance based Service Targets. The plug-in uses
the BMC PATROL Express Web API to communicate with Patrol Express Servers.
The plug-in collects only system metric data from infrastructure elements.
BMC PATROL Express Element can have status data and Parameter can have both
status and numeric data.
BMC Performance Manager Express supports BMC Portal 1.2.
To configure the BMC Performance Manager Express plug-in

Nodes, then click Open.

3 The Collection Node form appears.
4 Select the predefined Collection Point that manages the collection of data from this
node.
5 Select BMC Performance Manager Express as the node type from the list.
Selecting node type changes the display to show the fields you must configure for
the BMC Performance Manager Express plug-in.
6 Enter the Name.
7 Define the Frequency.
8 Define the MissingDataLimit.
9 Enter the protocol.
10 Enter the user name.
11 Enter the password.
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13 Enter the port number.

14 Enter the machine name.
15 Click Add.
Configuring BMC Performance Manager (for BMC PATROL agents)

BMC Performance Manager plug-in is the data collection piece that collects metrics
data from BMC Performance Manager. It uses PEMAPI to facilitate the
communications between the plug-in and the BMC PATROL agents. You can add
BMC PATROL Collection Nodes to provide necessary information to allow the
Collector to connect to your BMC PATROL agents.
To configure Collection Node for BMC Performance Manager


The Collection Node form appears.
node.
4 Select BMC Performance Manager as the node type.
Selecting the node type changes the display to show the fields you must configure
for the BMC Performance Manager plug-in.
5 Enter the Name.
79
8 Enter the user name that has permissions to access this Collection Node machine.
9 Enter the password.
13 Click Add.
The BMC Performance Manager plug-in is added.

NOTE
There is an additional configuration step to add a Collection Node to a secure
PATROL agent. You must configure the machine where the Collection Point is
installed and running BMC security framework. You must install the PATROL
Agent with the same security level defined as the PATROL Agent that you want to
communicate with. This is the installation process. The PATROL Agent is not
required to run after the installation. When the security framework is installed, the
Collection Point can communicate with the PATROL Agent only at the same
security level. If the security PATROL Agent is involved, you must install a
Collection Point dedicated to secure PATROL Agents.
Configuring BMC Transaction Management Application Response Time

The BMC Transaction Management Application Response Time (BMC TM ART)
plug-in makes requests to the BMC TM ART server via the BMC TM ART Web
Service API.
NOTE
The plug-in for Transaction Management Application Response Time (BMC TM
ART) version 2.9 and 3.0 is included with the product. If you are using BMC TM
ART version 2.8, you can download the appropriate file and instructions from the
patch areas of http:/www.bmc.com/support.
To configure the BMC TM ART plug-in


3 In the Collection Node form, select the predefined Collection Point that manages
the collection of data from this node.
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4 Select BMC TM ART from the list.
for the BMC TM ART plug-in.
5 Enter the Name.
8 Enter the protocol.
9 Enter the user name.
10 Enter the password and confirm.
13 Click Add.
NOTE
Versions 2.9 and 3.0 of the BMC TM ART server are currently supported by the
plug-in. Version 2.8 is supported, but requires the installation of a JAR file that you
can download from the Customer Support website at http://www.bmc.com/
support.
81
Configuring BMC Service Impact Manager (BMC SIM)

The BMC SIM plug-in enables services targets to be defined for Configuration
Items (CIs) that are exposed in BMC SIM version or later. The combination of BMC
SIM and BMC SLM enables IT to monitor any service or other CI in the service
model and to view the impact of the service and the status of associated SLAs at
any time.
The combined solution of BMC SIM and BMC SLM includes the ability to:
Launch the BMC SLM application from BMC SIM.

Create service targets and agreements in the context of BMC SIM CIs.
Pass BMC SLM events to BMC SIM to show BMC SLM status in the BMC Impact
Portal and BMC Impact Explorer.
View the new CI Compliance View in the BMC SLM Dashboard.

Report on service level compliance from a CI focus.
To configure the BMC Service Impact Manager (BMC SIM) plug-in

1 In BMC Remedy User, open the Application Administration Console.
Nodes, and then click Open.

3 Select the Collection Point that manages the collection of data from this node.
4 Select BMC Service Impact Manager as the node type from the list.
Selecting the node type changes the UI to display the necessary fields you must
configure for BMC Service Impact Manager.
5 Enter the Name.
The name should describe the Collection Node.

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8 Enter the location of the IIWS server.
TIP
You can configure the BMC Impact Integration Web Services Server in the
mcell.dir file to include the cell that was installed with the portal. See the BMC
Impact Integration Web Services Server Installation and Configuration Guide for
information about editing the mcell.dir file.
9 Enter the IIWS Port number.
10 Enter the IIWS Protocol.
11 Enter the Cell Name.
Create a Collection Node for each cell that contains service model components
used in service target definitions. This needs to be done before any SIM service
targets are defined.
12 Specify the location of the Cell Server.
13 Enter the Cell Port number.
14 Enter the password to the Cell Encryption Key.
NOTE
The Cell Encryption Key is set during SIM cell installation.
To define custom status values

BMC SIM allows you to define custom status values. With the SIM plugin, you can
enter new lines that define these custom SIM status values and the mapping to
SLM. For example, you could add the following information to the SIM config file,
sim_datasources.xml, for the existing SIM status mappings:
<property-def defaultValue="1" name="STATUSMAP:49:WARNING_ACK"

type="string" hidden="true" />
<property-def defaultValue="1" name="STATUSMAP:59:MINOR_ACK"

type="string" hidden="true" />
<property-def defaultValue="2" name="STATUSMAP:69:IMPACTED_ACK"

type="string" hidden="true"/>
83
The custom SIM status values must have unique string values, WARNING_ACK,
MINOR_ACK, etc. They must also be mapped to any one of the four SLM status
values by setting the defaultValue attribute. The string values must match exactly
and be case sensitive, as these are the strings that will be returned via IIWS for
these custom status values. The Collection Point must be restarted for any changes
in the file, sim_datasources.xml, to be recognized.
Once a Collection Point's sim_datasources.xml file has been modified to add
custom SIM status mappings and the Collection Point has been restarted, you must
go to the Collection Node configuration form in SLM custom configuration and
choose Modify for each SIM Collection Node that is defined for that Collection
Point. This causes the SLM Collector to pick up the new status mappings.
Configuring BMC ProactiveNet Analytics

The BMC ProactiveNet Analytics plug-in enables ProactiveNet landscape,
statistical, and alarm data to be passed to a BMC SLM Collection Point.
To configure the BMC ProactiveNet Analytics plug-in

2 Choose Custom Configuration > Configure Collector Module > Collection Nodes,
and click Open to open the Collection Node form.

3 Select the Collection Point that manages the collection of data from this node.
4 Select BMC ProactiveNet Analytics as the node type from the list.
The interface displays the fields that you must define to configure the plug-in.
5 Enter the Name.
The name should describe the Collection Node.

performance when setting this frequency. The higher the frequency, the more
resource intensive the collection process becomes. Because of demands on the
server inherent in collecting data, a lower collection frequency yields a more
efficient collection process, but you must balance this against the need to trigger
milestones promptly. The objective is to collect data frequently enough to make
sure that the times chosen for milestones are not compromised, but not so often
that the server is overloaded. The default is 300 seconds or 5 minutes.
The missing data limit is a time limit that determines when BMC SLM considers
the data as missing. After this period of time, the missing data rule is applied and
the values cannot be used even if they subsequently become available. If this
missing data limit is too long, it might result in a delay in triggering milestones.
The default is 600 seconds or 10 minutes.
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8 In the PAN Server field, enter the name of the machine or server where BMC
ProactiveNet Analytics is running.

9 In the rmi port field, enter the port number of the RMI Server.In the device filter
field, enter the name of the device filter.

The device filter field allows you to filter agents or devices by the device name.
This allows more control over discovery and enables multiple Collection Points or
Collection Nodes to be used to distribute the data collection. Leave blank to
discover all PAN devices.
10 Enter the password and confirm the password for ProactiveNet Database
authentication.
11 Click Add to add the Collection Node configuration to the SLM Collector.
Using special characters in BMC ProactiveNet Analytics

Some BMC ProactiveNet Analytics MOM Devices have the \ character in their
Monitor instance names. BMC SLM cannot use KPIs that contain \. It converts
this character to | for display in the KPI Landscape tree so that those KPIs can be
used in service target expressions. You can replace the | with a different character
such as ~ using the following procedure:
To replace the | character in the BMC ProactiveNet Collection Node name

1 Go to CP_HOME/config/pan_datasources.xml.
2 Replace the | with the character of your choice in the line <property-def
name=pan-backslash-replacement-char type=char defaultValue=|
hidden=true/>.
3 Restart the Collection Point.

4 Regenerate the Discovery if it has already occurred for the BMC ProactiveNet
Analytics Collection Nodes containing \.
85
BMC ProactiveNet plug-in connections

The BMC ProactiveNet plug-in only allows a connection to one BMC ProactiveNet
server per Collection Point.
When a BMC ProactiveNet Collection Node is configured for a BMC ProactiveNet
server, only BMC ProactiveNet Collection Node configurations for that same
server are allowed to communicate with the Collection Point.
You can add more Collection Points to allow connections to other BMC
ProactiveNet servers. For best performance, locate a Collection Point used for a
BMC ProactiveNet server near or on the host server for the BMC ProactiveNet
server.
Figure 4-3: Configuring connections for BMC ProactiveNet servers
Plug-ins
BMC
ProactiveNet
Server 1
Collection Point
BMC ProactiveNet Collection Node A

Configured for BMC ProactiveNet Server 1
BMC ProactiveNet Collection Node B
BMC ProactiveNet Collection Node C
BMC
ProactiveNet
Server 2
BMC ProactiveNet Collection Node D

Collection Point
BMC ProactiveNet Collection Node E
Device filters and multiple collection nodes

You can use multiple collection nodes for a BMC ProactiveNet server by
employing a device filter. A device filter is a text string that is used for a simple
substring match on device names. For example, if the device filter is wadala, then
all devices in the BMC ProactiveNet server that have a name that begins with
wadala are discovered by that Collection Node.
The device filter divides the server into partitions of manageable sets of data and
also allows different Collection Node frequencies/Missing Data limits to be used
for each BMC ProactiveNet Collection Node.
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BMC ProactiveNet status mapping

Table 4-1 shows the mapping between the BMC ProactiveNet Alarm status and
BMC SLM status.
Table 4-1: BMC ProactiveNet Alarm status mapping
BMC ProactiveNet status
BMC SLM status
CLOSED
OK
NORMAL
OK
MINOR
WARNING
MAJOR
ALARM
CRITICAL
ALARM
Probable cause analysis data with BMC SLM Dashboards

In BMC SLM Dashboards on the Service Targets tab, you can view probable cause
analysis data for service targets that have a Warning or Missed status by doubleclicking the latest measurement in the Service Target Measurements table.
The service targets in the Service Target Latest Status table appear as links in the
following circumstances:
The service target has a status of Warning or Alarm.

The KPI is a status type, represented by a status of OK, Warning, Alarm, and
Offline and therefore its threshold values are based on settings in BMC
ProactiveNet.
The service target links open probable cause analysis data in BMC ProactiveNet.
For more information about BMC ProactiveNet Analytics, see BMC ProactiveNet
Analytics 7.7.00 User Guide.
Configuring SNMP trap

The SNMP plug-in does not send requests to the data source but instead listens to
incoming SNMP traps from SNMP agents.
You must modify the snmp.conf in the Collection Point conf directory before
adding Collection Node on the console.The snmp.conf file is the SNMP plug-in
configure file in the conf directory of the Collection Point. This file defines the
SNMP agent and KPI entry used by the SNMP plug-in discovery. You must
configure this file before adding SNMP Collection Node in the console.
87
To configure the SNMP trap


3 The Collection Node form appears.
node.
5 Select SNMP trap as the node type.
for the SMNP trap.
6 Enter a Name that describes this Collection Node.
9 Define the SNMPAgent.
10 Define the community.
11 Click Add.
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Sample snmp.conf file

The following is a sample snmp.conf file:
# Default status mapping: 0-ok 1-warn 2-alarm 3-offline
# For snmpv1 trap, TrapID is "EnterpriseID GenericTrapNumber
SpecificTrapNumber"
# For snmpv2c trap, TrapID is "snmpTrapOID"
# Format 1: label; status/numeric; TrapID; value; TrapID;
value;...
# Format 2: label; status[:StatusMapping]/numeric; TrapID;
parameterOID;
# where [:StatusMapping] is in the form of
:parameterValue:statusValue:...
#
where statusValue is 0(OK),1(WARN),2(ALARM), or 3(OFFLINE)
# for example, map "on" to OK and "off" to ALARM :on:0:off:2
SNMPAgent localhost 172.18.53.130 172.18.52.141
# v1 trap,
linkStatusV1; status; 1.3.6.1.4.1.1824 2 0; 0; 1.3.6.1.4.1.1824
3 0; 2
# v2 trap
linkStatusV2; numeric; 1.3.6.1.6.3.1.1.5.3; 100;
1.3.6.1.6.3.1.1.5.4; 200
# Format 1 status example
enterpV1; status; 1.3.6.1.4.1.1824 6 1;
2;
2
enterpV2; status; 1.3.6.1.4.1.1824.0.1;
1.3.6.1.4.1.1824.0.2;
2
0; 1.3.6.1.4.1.1824 6
0;
# Format 2 status example

statusV1; status:on:0:off:2; 1.3.6.1.4.1.1824.1 6 0;
1.3.6.1.4.1.1824.1.0.0.1;
# Format 2 numeric example
numericV1; numeric; 1.3.6.1.4.1.1824.1 6 0;
1.3.6.1.4.1.1824.1.0.0.1;
numericV2; numeric; 1.3.6.1.4.1.1824.1;
1.3.6.1.4.1.1824.1.0.0.1;
SNMPAgent mymachine.bmc.com
enterpV1; status; 1.3.6.1.4.1.1824 6 1;
2;
2
enterpV2; status; 1.3.6.1.4.1.1824.0.1;
0; 1.3.6.1.4.1.1824 6
0; 1.3.6.1.
First define the SNMP Agent. You can specify one or multiple agent names in the
SNMPAgent line:
SNMPAgent 172.18.53.130 172.18.52.141 localhost
When adding a SNMP Collection Node in the Console, the SNMPAgent field
must match one of the SNMP agent names defined in this file.
89
Every line under the SNMPAgent is a KPI entry.

Two formats can be used to describe a KPI entry.
Format 1: name; status/numeric; TrapID; value; TrapID; value;
name
KPI name.
status/numeric Defines the KPI value is either status or numeric. For status value
the default status mapping is
0
1
2
3
OK
WARN
ALARM
OFFLINE
TrapID The SNMP Trap that this KPI monitors. The TrapID is
defined differently for the two versions of the SNMP trap:
For snmpv1
TrapID is "EnterpriseID GenericTrapNumber SpecificTrapNumber"
For snmpv2c
TrapID is "snmpTrapOID
value
The value of this KPI.
For example:
linkStatusV1; status; 1.3.6.1.4.1.1824 2 0; 0; 1.3.6.1.4.1.1824 3
0; 2
In this entry, we define a status KPI named linkStatusV1. When a snmpV1 trap
with EnterpriseID=1.3.6.1.4.1.1824 and GenericTrapNumber=2 and
SpecificTrapNumber=0 is received, this KPI has status 0 that is mapped to OK.
When a snmpV1 trap with EnterpriseID=1.3.6.1.4.1.1824 and
GenericTrapNumber=3 and SpecificTrapNumber=0 is received, this KPI has status
2 (ALARM)
linkValueV2; numeric; 1.3.6.1.6.3.1.1.5.3; 100;
1.3.6.1.6.3.1.1.5.4; 200
In this entry we define a numeric KPI named linkValueV2. When a snmpV2

trap with snmpTrapOID=1.3.6.1.6.3.1.1.5.3 arrived this KPI has value of
100; if a snmpV2 trap with snmpTrapOID=1.3.6.1.6.3.1.1.5.4 arrived this
KPI has value of 200.
Format 2: name; status[:parameterValue:statusValue:...]/numeric;
TrapID; parameterOID;
name KPI name.
status[:parameterValue:statusValue:...]/numeric - Defines the KPI
value is either status or numeric. For status KPI we have to
translate the trap parameter value to the status state.
TrapID Same as format 1.
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parameterOID The trap parameter field whose value is collected

for this KPI.
For example:
statusV1; status:on:0:off:2; 1.3.6.1.4.1.1824 6 0;
1.3.6.1.4.1.1824.1.0.0.1;
In this entry we define a status KPI named statusV1. When a snmpV1 trap with
EnterpriseID=1.3.6.1.4.1.1824 and GenericTrapNumber=6 and
SpecificTrapNumber=0 is received we retrieve its parameter field by
OID=1.3.6.1.4.1.1824.1.0.0.1. If the value of this parameter field is on this
KPI has status 0(OK) or if the value of this parameter field is off this KPI has
status 2(ALARM).
numericV2; numeric; 1.3.6.1.4.1.1824.1;
1.3.6.1.4.1.1824.1.0.0.1;
In this entry we define a numeric KPI named numericV2. When a snmpV2 trap
with snmpTrapOID=1.3.6.1.4.1.1824.1 arrived this KPI has the value of the
parameter field identified by parameterOID=1.3.6.1.4.1.1824.1.0.0.1.
Port numbers
The default port for the SNMP plug-in is 162 to receive SNMP traps. On UNIX
machines, only root has permissions to open a port less than 1024. To allow the
SNMP plug-in to work, you must either change the SNMP trap port in the plug-in
or run the Collection Point as root. To change the SNMP trap port, edit the config/
snmp_trap_datasources.xml file to change port 162 to an unused port larger
than 1024. You must restart the Collection Point after this change. You might have
to reconfigure SNMP trap senders in your environment to send traps to the new
port number. If two Collection Points are installed on the same computer one of
the SNMP plug-ins has to change its port.
Modifying and deleting Collection Nodes

The following procedures describe how to modify and delete a Collection Node.
To modify a Collection Node


3 Select the node you want to modify from the Collection Nodes table.
91
4 Enter your changes.

5 Click Modify.

The Collection Node has been modified.
To delete a Collection Node


3 Select the node you want to delete from the Collection Node table.
4 Click Delete.

The Collection Node has been deleted.
NOTE
You must delete Collection Nodes first before you can delete a Collection Point.
Configuring Bulk Performance Manager nodes

A two-step process must be followed to add bulk Performance Manager nodes.
The first step process is by configuring the patrol nodes using the
SLM:PerformanceManagerHosts form and the second step process is
configuration through the Application Administration Console.
To configure PATROL nodes using the SLM:PerformanceManagerHosts form

To add bulk Performance Manager nodes, you can access the configuration form
from the Administration Console. The hosts must be detected by discovery tools
or they can reside in the BMC Atrium CMDB. You must import the data into the
SLM:PerformanceManagerHosts form.
1 From BMC Remedy User, select and open the SLM:PerformanceManagerHosts
form.
The PatrolHosts form appears.
2 Enter the PATROL Host and Port Number.
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3 Click Save.
4 Repeat steps 2 and 3 for all the PATROL agents.
NOTE
When the nodes are added using the SLM:PerformanceManagerHosts form, you
can see it in the Config Performance Manager Nodes form under the Available
PATROL Hosts table.
To add bulk Performance Manager nodes using the Application

Administration console

2 Choose Service Level Management > Configure Collector Module > Bulk
Performance Manager Nodes, then click Open.

3 The Config Performance Manager Nodes form appears.
4 To add bulk Performance Manager nodes, select a host from the Available
Performance Manager Hosts table.

You can select multiple hosts.
5 Select the Collection Point.
Node Type is a read-only field and is always BMC Performance Manager.
NOTE
The Collection Point is predefined or is already a configured Collection Point.
6 Enter the User and Password, and click Add. The User and Password is for the
PATROL account and must be the same for all nodes when adding multiple hosts.
The selected hosts are added to the Added Performance Manager Nodes table.
TIP
The web service call is an asynchronous method. This means the nodes are added
one at a time. You might need to click the Refresh button to see all nodes that have
been added. To check the status of the operation, look at the record in the
SLM:Landscape form.
NOTE
When nodes are added using the application form, they are listed in the Added
Performance Manager Nodes table.
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Chapter
Configuring SIM service

target and agreement
defaults
You can set predefined defaults that are loaded into the forms when service targets
or agreements are defined for BMC Service Impact Manager (SIM). This option is
available only if you have SIM installed.
Overview of service target defaults for SIM (page 96)

Configuring service target defaults (page 96)
Configuring agreement defaults (page 97)
Chapter 5 Configuring SIM service target and agreement defaults
95
Overview of service target defaults for SIM

Agreement defaults are for all agreements. Service target defaults are for SIM only,
and apply only during cross launch.
Configuring service target defaults

With new service target defaults definition, you can optionally use predefined
field defaults that are loaded into the service target definition. This makes the
service target definition process more efficient. Users can change any default
values entered into the fields.
Service target defaults definition provides default values for the following fields:
Service Target Title, Applies To, Goal Type, Effective From, and Status.
To configure service target defaults

2 Choose Service Level Management > Configure Defaults > Service Target
Defaults.
3 Click Open to display the Configure Service Target Defaults form.
4 Choose one of these options from the Applies To list: Compliance Only Data
Source, SLM Performance Monitoring Data Source, SLM Sample Application, or

SLM Service Impact Data Source.
NOTE
Select SLM Service Impact Data Source for SIM. Select SLM Performance
Monitoring Data Source for TM Foundation.
5 Choose SIM for Goal Type.
6 Choose one of the options from the Status menu: Enabled, Disabled, or Invalid.
The default value for the Service Targets Status depends on whether the CI in the
service model has been published to the cell. This information can be obtained in
the BMC Atrium CMDB. SIM maintains CI model status information in the BMC
Atrium CMDB and updates the BMC Atrium CMDB when the status changes. If
the service model has not been published, the Service Target Status is set to
Disabled. If the service model has been published, the Service Target Status is set
to Enabled.
7 Click Save.
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Configuring agreement defaults

The agreement defaults definition allows users to optionally use predefined field
defaults that have been loaded into the agreement definition. Set defaults before
creating new agreements.
To configure agreement defaults

2 Choose Service Level Management > Configure Defaults > Agreement Defaults.
3 Click Open to display the Configure Agreement Defaults form appears.
4 Choose one of these options from the Agreement Type list: Service Level
Agreement, Operational Level Agreement, or Underpinning Contract.

5 Choose one of the options from the Status list: Enabled, Disabled or Invalid.
6 Choose one of the options from the Expiration Date list: 1 year, 3 years,
5 years, and 10 years.

The value you select sets the Expiration Date on the agreement.
NOTE
You must select a Notification Date before you select the Expiration Date.
7 Define the Notification Date by selecting a value from the list.
8 Enter a percentage in the Compliance Target field.
9 Enter a percentage in the Compliance At Risk field.
You must enter a value that is greater than the Compliance Target.
10 Click Save.
Chapter 5 Configuring SIM service target and agreement defaults
97
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Chapter
Additional configuration
tasks
The following section describes additional configuration tasks that you can
complete such as exporting and importing service targets, attaching service targets
to assets or other items, building service targets, and creating email templates for
milestones notification actions. You can also configure your preferences to allow
access to BMC Atrium CMDB data.

Exporting service targets (page 100)

Importing service targets (page 101)
Creating email templates for a milestone notification action (page 101)
Configuring preferences to allow access to BMC Atrium CMDB data (page 103)
Attaching availability service targets to assets or other items (page 103)
Building service targets (page 104)
Escalation pooling (page 105)
Chapter 6
99
Exporting service targets

The export feature allows you to export service targets from the current BMC
Remedy AR System server to a new server.
When exporting a service target from the source AR System server to the
destination server, a matching entry for the configure data source is important,
especially the Field As Unique Identifier. The Field As Unique Identifier has to be
the same on both source and destination server with the same application form.
With the same Field As Unique Identifier, the service target can be imported
without error and the correct filters are created.
NOTE
No password is needed to export service targets.
NOTE
If you try to export agreements, the associated service targets are included as well.
Make sure that you only export service targets that are not associated with an
agreement. Otherwise, you could receive an error message.
To export service targets:

2 Choose Service Level Management > Import/Export > Export.
3 Click Open to display the BMC SLM Export Utility form.
4 From the Show Object field list, select the object you want to export.
You can select from Agreement or Service Target.

5 In the File Path/Name field, enter the required path and the name for the file to
which you want to export service targets, for example, c:/temp/filename.arx.
The file is saved on the server where BMC SLM is installed.

6 In the Log File Name, define the log file path and name.
Select the service targets or agreements (depending on which objects are shown in
the table). In the Export Status field, the status of the process is displayed. For
example, Done Processing.
When you export an agreement with an attachment, a directory is created in the
same export directory to contain the attachment. For example, if you export to
334sla.arx, the directory might be called 334sla_1142984388. When you import
the agreement to another server, make sure that you copy over the directory
containing the attachment, otherwise the attachment is not be imported.
NOTE
If you have service targets that include business entities, you must export the
business entities, business time segments, and association data from the BMC
Remedy AR System server in a separate transaction.
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Importing service targets

The import feature allows you to import service targets into the new BMC Remedy
AR System server.
If you import a service target that contains an attachment, make sure you include
the directory containing the attachment otherwise the attachment is not imported
correctly.
TIP
For Windows users only: When importing, make sure to copy the
arimportcmd.exe from Admin directory to the AR System Installation directory,
or specify the path at the SLM:ConfigPreferences.
To import service targets

2 Choose Service Level Management > Import/Export > Import.
3 Click Open to display the BMC SLM Import Utility form.
4 In the File Path/Name field, specify the required path and the file to import, along
with the user ID and password. The ARX file path and file name must be located
on the same server where BMC SLM is installed.
5 Optionally, in the Log File Name field, enter the path and the file name where you
want the log file to be created.

6 Click Import.
7 In the Import Status field, the status of the process is displayed. For example, if the
import is completed, it displays Done Processing.
Creating email templates for a milestone

notification action
You can use BMC Remedy AR System email templates to format emails used in a
milestone notification action. The templates can apply to the email header, footer,
or body. For example, you might want to create a header template that contains
your company logo. The emails can be created in HTML or text.
For more information about creating templates and using the AR System Email
Template form, see BMC Remedy Action Request System BMC Remedy Email Engine
Guide.
Chapter 6
101
To include an email template in a milestone notification action

1 Create your template in either text or HTML format.
The following is an example of a header template:

<html>
<head>
<title>Default Header</title>
</head>
<body>
<table width="816" bgcolor="#99CC00">
<tr>
<td vAlign="top" width="196"><img src="CompanyLogo.jpg"> </td>
<td vAlign="top" width="608">
<div align="center">
<p> </p>
<p><b><font face="Geneva, Arial, Helvetica, san-serif" size="4">Company
Name</font></b></p>
</div>
</td>
</tr>
</table><hr>
</body>
</html>
If you have many templates, name the template file in a way that makes it easy to
identify, for example SLMLogoHeader.html
2 Add your template to the AR System Email Template form in BMC Remedy User.
The templates are now available for selection in the BMC SLM Alert or Email
Action form when you are creating an email. However, to designate specific email
templates as default email templates, continue with the following steps.
3 Open the SLM:ConfigPreferences form.
4 Select the email templates that you want for the defaults.
5 Save the SLM:ConfigPreferences form.
6 Create your milestone and email notification action for you service target or
agreement.
When you are creating an email notification action for a milestone, the Alert/Email
Action form displays the default email templates in the Header, Content, and
Footer Template fields. You can use different templates by selecting from the
template field lists.
TIP
For more information about creating templates and using the AR System Email
Template form, see the BMC Remedy Action Request System BMC Remedy Email
Engine Guide.
TIP
For more information about creating milestones and actions, see the BMC Service
Level Management Users Guide.
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Configuration Guide
Configuring preferences to allow access to BMC Atrium CMDB data
Configuring preferences to allow access to

BMC Atrium CMDB data
BMC SLM permission groups does not have access to the BMC Atrium CMDB
data. To define a SIM service target, the BMC SLM users need to have access to the
BMC Atrium CMDB data. You must make the CMDB group a Computed group in
order for the BMC SLM users to have access to BMC Atrium CMDB data.
Adding BMC SLM permission groups for BMC Atrium CMDB data access
1 In BMC Remedy User, open the Group Form.
2 Search for CMDB Data Change Group in the Group Name field.
3 Add the following groups to the Group Definition field as necessary, separating
each group by OR.

Administrator OR SLM Manager OR SLM Config OR SLM
Unrestricted Manager
4 Save the group.
Attaching availability service targets to assets

or other items
Availability service targets track the available and unavailable time for a group of
assets or services that are stored in an application form. When these service targets
are defined, they attach to a record whenever the record is submitted, modified or
merged.
To attach availability service targets to assets or other items

Create an event that triggers a modify on these records for BMC SLM workflow to
attach service targets to them. You can do this in two ways:
Create an escalation on the application form that fires at some pre-determined

date and time.
The escalation typically has a Run If qualification that qualifies the type of
records to be attached, for example, Category = Hardware and Type =
Server. The action is a Set Field to set a flag (Display Only field) on the form.
Create a custom UI that contains a table field or selection lists for qualifying
records to attach.
Create active links that fire based on the selections and create a Push Field action
into the application form to set the same flag.
Chapter 6
103
Building service targets

You can build a service target when you save it or schedule a service target to be
built later from the Service Targets tab of the Service Level Management console.
For example, if more than one service target needs to be built, you can schedule
your service targets to build at an off-peak time. You only need to rebuild service
targets if there are workflow changes. For example, if you modify a service target
description, it does not need to be rebuilt. Performance-based service targets do
not need to be built. Only service targets that have a status of Need to be Built are
rebuilt.
NOTE
Building service targets involves the creation or modification of workflow. This
causes a cache refresh for BMC Remedy AR System that might result in a decrease
in BMC Remedy AR System performance.
To schedule a rebuild of service targets

1 Login to BMC Service Level Management.
2 Open the SLM:ConfigPreferences form.
3 Perform an unqualified search on the form.
The form appears containing current data.

4 In the Daily Build Time field, enter the date and time for the scheduled rebuild or
click the ellipsis to display a calendar for selecting the date and time.
5 Save the SLM:ConfigPreferences form.
The first rebuild takes place at the time and date specified and rebuilds occur
thereafter at the same time every day. To stop the rebuild, clear the Daily Build
Time field.
Scheduling service target builds across different time zones

When you enter a time for a service target rebuild, the client system checks to see
if it is the current time or later. When the time for a rebuild is established, the server
schedules the daily rebuilds to run based on the client time.
For example, the time on the server is 10:00 PM and the time on the client is 11:00
PM. If you set the rebuild for 11:00 PM, the rebuilds start immediately and run at
11:00 PM daily thereafter.
The time on the server is 11:00 PM and the time on the client is 10:00 PM. If you set
the rebuild for 11:00 PM, the rebuilds start an hour later and run at 11:00 PM daily
thereafter.
104
Configuration Guide
Escalation pooling
Escalation pooling
To make sure that the SLM escalation, SLM:EventSchedule:
TAD_PollingEscalation, works reliably, you must make it part of its own
escalation pool.
To enable escalation pooling for this escalation

1 You must be using AR Server 7.1 or later, or there is no escalation pooling
available.
2 In the Administrator console, add another thread to the escalation queue.
NOTE
The default is 1 minimum and 1 maximum (you must increase the maximum by
one).
3 In the Administrator console, select the escalations and sort by the Pool Number
column to identify what escalations are already configured in which escalation

pool.
4 Open SLM:EventSchedule:TAD_PollingEscalation and set the pool number to
the appropriate number.
NOTE
By default, all escalations run in escalation pool 1. The number of the escalation
thread corresponds to the escalation pool. For example, if you increase escalation
threads to 2 maximum, there will be an escalation pool 1 for the first thread and an
escalation pool 2 for the second thread. If an escalation is placed in a pool for which
there is no corresponding escalation thread, it runs in escalation pool 1. For
example, increasing the escalation threads to 2 maximum but placing the
escalation in pool 3 has no change, and the escalation runs in pool 1.
Chapter 6
105
106
Configuration Guide
Chapter
BMC Service Level

Management web services
This section describes the web services functions available for the BMC Service
Level Management product.
NOTE
For information about BMC Remedy Action Request System (BMC Remedy
AR System) web services, see the BMC Remedy Action Request System Integration
Guide.
Registering BMC SLM web services (page 108)

Customizing published BMC SLM web services (page 109)
Chapter 7
107
Registering BMC SLM web services

During the installation of BMC SLM, the web services are registered using the
AR System Web Services Registry form. After installation, you can register
additional web services by entering data in this form.
The entries in the AR System Web Services Registry form for BMC SLM are shown
in Table 7-1.
Table 7-1: Fields on the AR System Web Services Registry form
Field name
Field value
Business Name
BMC
Application Name
SLM
Description
A short description of the service (typically the

expanded name of the web service)
Web Service
The name of the web service
Version
1.0
Build WSDL URL
Yes
Web Server Address
The mid tier address, for example http://

midTierServer:portNumber
MidTier Root
arsys
ARServer
The name of the BMC Remedy AR System server
WSDL URL
The URL to access the WSDL
Build End Point URL
Yes
Web Server Address
The mid tier address (including port number)
MidTier Root
arsys
ARServer
The name of the BMC Remedy AR System server
End Point URL
The URL of the end point to access the web service
Publish to Registry
Yes
Recommended Value
Yes
Registration Status
The status of the registration of the web service
The WSDL and the web services are accessed with the following URLs:
WSDL:
http://midTierServer:portNumber/arsys/WSDL/public/ARServerName/
webServiceName
End point for BMC SLM web services:

http://midTierServer:portNumber/arsys/services/
ARService?server=ARServerName&webService=webServiceName/
108
Configuration Guide
Customizing published BMC SLM web services

BMC SLM web services require a web services client and use the SOAP protocol.
The web services provide Get operations to retrieve data for reporting. You can
customize these published web services to meet your business requirements.
The following web services are provided:
SLA compliance status

Service targets list based on goal
Service targets related to agreement
Contracts related to agreement
The following tables provide details of BMC SLM web services.
Table 7-2: SLM_SLAList_ComplianceStatus
Name
SLM_SLAList_ComplianceStatus
Form
SLM: SLACompliance
Operation
Compliance Status (Get)
Request parameters
SLA Name (String)

Review Period (Selection)
Response parameters

Qualification
SLAName' = XPATH(/ROOT/@SLAName)
AND 'EventFrequency' = XPATH(/ROOT/
@ReviewPeriod) AND 'MeasurementDone' =
"No"
Compliance Status
SLA Name
Impact Cost
Penalty/Reward
Met Percent
Performance Goal
Review Period
Chapter 7
109
Table 7-3: SLM_SLAList_ComplianceStatus

Name
SLM_SLAList_ComplianceStatus
Form
SLM: SLACompliance
Operation
AgreementList (Get)
Request parameters
Compliance Status (Selection)

Start Time (Date Time)
End Time (Date Time)
Response parameters
List of Agreements with

Qualification
SLA Name
Met Percent
Compliance Target
Compliance Met
Compliance Status
ComplianceStatus' = XPATH(/ROOT/
@ComplianceStatus) AND (
'CalculateNowDateTime' >= XPATH(/ROOT/
@StartTime) AND 'CalculateNowDateTime' <=
XPATH(/ROOT/@EndTime) ) AND
'MeasurementDone' = "No"
Table 7-4: SLM_RelatedSVTList

Name
SLM_RelatedSVTList
Form
SLM:SLAComplianceHistory
Operation
RelatedSVTList (Get)
Request parameters
SLA Name (String)

Review Period (Selection)
Response parameters
List of Service Targets with

Qualification
110
Configuration Guide
SVT Name
SVTPeriodStatus
GoalType
Met Percent
Performance Goal
Review Period
SLAName
SLA ID
SLAName' = XPATH(/ROOT/@SLAName)
AND 'EventFrequency' = XPATH(/ROOT/
@ReviewPeriod) AND 'MeasurementDone' =
"No"
Table 7-5: SLM_SVTListbasedonGoal

Name
SLM_SVTListbasedonGoal
Form
SLM: Measurement
Operation
SVTList (Get)
Request parameters
Goal Status (Selection)

Response parameters
List of Measurement Records with

Qualification
SVT Name
SVT ID
Status
Goal Type
Ticket ID/Asset ID
MeasurementStatus' = XPATH(/ROOT/
@MeasurementStatus) AND ('OverallStartTime'
>= XPATH(/ROOT/@StartTime) AND
'OverallStartTime' <= XPATH(/ROOT/
@EndTime) ) AND 'MeasurementDone' = "No"
AND 'LastSVTMeasurement' = "Yes"

Name
Form
SLM: Measurement
Operation
SVTStatus(Get)
Request parameters
SVT Name (String)

Response parameters
SVT Name
SVT ID
Measurement Status
Qualification
SVTTitle' = XPATH(/ROOT/@SVTName) AND

('OverallStartTime' >= XPATH(/ROOT/
@StartTime) AND 'OverallStartTime' <=
'MeasurementDone' = "No" AND
'LastSVTMeasurement' = "Yes"
Chapter 7
111

Name
Form
SLM: Measurement
Operation
MeasurementList (Get)
Request parameters
SVT Name (String)

Response parameters

Qualification
SVT Name
SVT ID
Status
Goal Type
Ticket ID/Asset ID
SVTTitle' = XPATH(/ROOT/@SVTName) AND

('OverallStopTime' >= XPATH(/ROOT/
@StartTime) AND 'OverallStopTime' <=
'MeasurementDone' = "No"
Table 7-8: SLM_ContractRelatedSLAs

Name
SLM_ContractRelatedSLAs
Form
SLM:SLAComplianceConstract_Join
Operation
AgreementList (Get)
Request parameters
Contract Name (String)

Response parameters
List of related Agreements with

Qualification
112
Configuration Guide
Agreement Name
Met Percent
Compliance Status
Goal Type
SLA Type
Contract Name
Contract ID
Contract Status and other Contract Details
InstanceName1' = XPATH(/ROOT/
ContractName) AND ( 'CalculateNowDateTime'
>= XPATH(/ROOT/StartTime) AND
'CalculateNowDateTime' <= XPATH(/ROOT/
EndTime) ) AND 'MeasurementDone' = "No"
Table 7-9: SLM_ContractRelatedSLAs

Name
SLM_ContractRelatedSLAs
Form
SLM:SLAComplianceConstract_Join
Operation
ContractList (Get)
Request parameters
Agreement Name (String)

Response parameters
List of related Contracts with

Qualification
Contract Name
Met Percent
Compliance Status
Goal Type
SLA Type
Agreement Name
Contract ID
Contract Status and other Contract Details
instanceName2' = XPATH(/ROOT/SLAName)
AND ( 'CalculateNowDateTime' >= XPATH(/
ROOT/StartTime) AND
'CalculateNowDateTime' <= XPATH(/ROOT/
EndTime) ) AND 'MeasurementDone' = "No"
Chapter 7
113
114
Configuration Guide
A B C D E F G H I J K L M N O P Q R S T U V W X Y Z
Index
A
accessing
Application Administration Console from
BMC Remedy User 18
browsers 18
Collector Configuration Console 64
forms 17
Action templates
configuring 47
predefined 43
relating to Milestone templates 48
Add Collection Point form 71
adding
agreement review periods 41
bulk nodes 60
Collection Points 71
nodes to secure PATROL agents 80
service targets to groups 39
administration password, changing 69
administration settings, configuring 69
Administration tab 29
Administrator group 16
administrators
defining
permissions 16
Advanced tab 28
agents
BMC PATROL 79
SNMP 87
Agreement Review Period form 41
agreements
adding
dashboard comments 42
review periods 41
configuring
goal types 36
owners 40
review periods 41
agreements (continued)
deleting
goal types 37
owners 40
review periods 42
monitoring status
APIs
BMC Patrol Express Web 78
BMC TM ART Web Service 80
plug-in 61
about 16
accessing 16, 18
Home Page form 18
managing entries 16
opening from BMC Remedy User 18
opening from browsers 18
shortcut 18
SLM configuration options 17
application administrators. See administrators
application form
business time entity defined on 56
applications
configuring SLM settings 21
AR settings, configuring 66
architecture, Collector module 61
Asset Management contracts module 49
assignee, tracking time by 31
attaching availability service targets 103
authentication keys
Collector module 62
availability
compliance data, updating 50
goals 35
service targets, attaching to items 103
Index
115
B
Basic tab 24, 25
BMC Express Web API, BMC PATROL 78
BMC PATROL agents
adding Collection Nodes to secure 80
bulk Collection Nodes and 60
Collection Nodes and 79
Performance Manager and 79
BMC PATROL Express
servers 78
Web API 78
BMC Performance Manager
about 79
adding bulk collection nodes 60
configuring collection nodes 79
configuring plug-in 79
BMC Performance Manager Express plug-in 78
BMC Performance Manager Express. See BMC
Performance Manager Express
BMC Performance Manager Portal, configuring
plug-in 76
BMC ProactiveNet Analytics plug-in 84
BMC Remedy AR System
about Integrations 11
Administrator group 16
exporting service targets from server 100
Group form 16
importing service targets to server 101
licenses 16
plug-in server 72
User form 16
BMC Remedy User, opening Application
Administration Console 18
configuring plug-in 82
BMC Service Level Management. See BMC SLM
BMC SLM
about 10, 16
Alert or Email Action form 102
Application Administration Console and 16
applications, integrating with BMC SLM 11
available documents 12
configuration options 17
configuring application settings 21
contract object 49
creating comments 42
dashboard comments 42
deleting comments 43
integrating with ITSM applications 11
post-installation tasks 30
web services 107
116
Configuration Guide
BMC SLM Export Utility form 100

BMC SLM Import Utility form 101
BMC Software, contacting 2
BMC TM ART plug-in 80
BMC Transaction Management Application
Response Time plug-in. See BMC TM ART plug-in
browser compatibility matrix 19
building service targets 104
bulk collection nodes, adding 60
Business Schedule Entity form 55
Business Schedules form 55
business time
configuring 53
defined on application form 56
scheduling 53
Business Time Entity tab 55
C
CCT templates 43
CI Outage service targets, configuring data
sources 24
clients
adding 70
modifying information 70
removing 70
Collection Node form
BMC Performance Manager 79
BMC Performance Manager Express 78
BMC TM ART 80
SNMP trap 88
Collection Nodes
See also Collection Points
about 60, 61
adding bulk Performance Manager 60
adding to secure BMC PATROL agents 80
BMC PATROL 79
BMC ProactiveNet Analytics 84
BMC SIM 82
BMC TM ART 80
configuring for Performance Manager 79
deleting 92
frequency 74
missing data 74
modifying 91
processing frequency 74
SNMP 87
types 73
viewing metrics 77, 79, 80, 81, 83, 85, 88
Collection Points
See also Collection Nodes
about 60, 70
adding 71
authentication keys 71
deleting 72
modifying 72
Secure Socket Layer 72
status 70
about 64
accessing 64
unsupported browsers 65
using 66
Collector module
architecture 61
authentication keys 62
Collection Nodes 60, 61
Collection Points 60, 70
communication protocol 62
configuring 60
configuring data sources 61
KPI landscape information 61
comments
creating SLM 42
deleting SLM 43
compatibility matrix, browser 19
compliance data
updating
availability 50
request-based 50
SLA 50
compliance-only goals 36
Condition templates
configuring 45
predefined 43
Config Performance Manager Nodes form 93
Configure Agreement Owners form 40
Configure Contract Menus form 49
Configure Goal and Cost Schedule Template dialog
box 46
Configure Service Target Data Source form 24, 25, 30,
31, 57
Configure Service Target Group Assignment
form 38, 39
Configure SLA Goal Types form 36
Configure SLA Review Period form 41
Configure SLM Comments form 42
Configure Templates form

Action templates 47
Condition templates 45
Goal and Cost Schedule templates 46
Measurement Criteria templates 46
Milestone templates 47
viewing templates 44
configuring
Action templates 47
administration settings 69
agreement owners 40
Application Administration Console options 17
AR System Settings 66
BMC TM ART plug-in 80
business time 53
Collector module 60
compliance time periods 41
contract menus 49
data sources for Collector module 61
data sources for service targets 23
database settings 67
forms 17
log settings 68
Performance Manager Collection Nodes 79
Performance Manager Express plug-in 78
prerequisites 16
retroactive updates of measurement data 52
service target data sources 25
service target groups 38
SLA goal types 36
SLM application settings 21
SNMP traps 88
configuring data source, CI Outage service targets 24
Confirm Operation dialog box 37, 49
consoles, Application Administration 16
contract menus 49
about 49
configuring 49
sample data 50
contracts module, Asset Management 49
Create Action Template dialog box 48
Create Milestone Template dialog box 47
Create New SLA Group form 38
Create Template dialog box 45
Index
117
creating
Action templates 47
agreement owners 40
Application Administration Console entries 16
application administrators
bulk collection nodes 60
contract menus 49
email templates 101
SLA goal types 36
SLM comments 42
Custom Configuration tab 16
Custom Copy Template templates 43
customer support 3
D
dashboards, adding SLM comments 42
data
collection and processing diagram 74
missing limits 75
data sources
Collection Nodes 60
configuring for Collector module 61
configuring for service targets 23
deleting 30
rebuilding 30
database settings, configuring 67
default log level, setting values 68
defining application administrators
deleting
agreement owners 40
Collection Nodes 92
data source 30
service target groups 40
service targets from groups 39
SLA goal types 37
SLA groups 40
SLM comments 43
templates 49
118
Configuration Guide
dialog boxes
Configure Goal and Cost Schedule Template 46
Confirm Operation 37
Create Action Template 48
Create Milestone Template 47
Create Template 45
Delete Template 49
Measurement Annotation 52
Measurement Criteria Template 46
disabling performance monitoring data 69
Discover Metrics command 77, 79, 80, 81, 83, 85, 88
documents
BMC SLM 12
solution 12
dynamic KPI landscape view 61
E
editing properties files 63
email templates, creating 101
enabling performance monitoring data 69
entries, Application Administration Console 16
Estimated Resolution Date 37
exporting performance monitoring data to Excel 69
exporting service targets 29, 100
F
FIA templates 43
Field Containing Entity 28
Field Containing Record Assignment 26
Field Used for Group Access 28
files, editing properties 63
Fill-In-Aid templates 43
filters, service target 28
fixed licenses 16
floating licenses 16
forms
Add Collection Point 71
Agreement Review Period 41
Business Schedule Entity 55
Business Schedules 55
Collection Node
SNMP trap 88
TM ART plug-in 80
forms (continued)
Config Performance Manager Nodes 93
configuration 17
Configure Agreement Owners 40
Configure Contract Menus 49
Configure Service Target Data Source 24, 25, 30,
31, 57
Configure Service Target Group Assignment 38,
39
Configure SLA Goal Types 36
Configure SLA Review Period 41
Configure SLM Comments 42
Configure Templates
Action templates 47
viewing templates 44
Create New SLA Group 38
Group 16
Home Page 18
Modify Measurement Data 52
opening 17
Qualification Builder 27, 28, 33
Service Level Agreements 35
SLM
Alert or Email Action 102
ConfigPreferences 102
SLM Export Utility 100
SLM Import Utility 101
SLM:PerformanceManagerHosts 92
Update Performance Data 51
User 16
frequency
Collection Node 74
about processing 75
G
Goal and Cost Schedule templates
configuring 46
predefined 43
goals
availability 35
compliance-only 36
configuring SLA types 36
deleting SLA types 37
performance monitoring 36
request-based 35
standard 35
Group form 16
groups
adding service targets to 39
Administrator 16
configuring service target 38
configuring SLA 38
deleting service target 40
deleting SLA 40
inheritance 38
removing service targets from 39
tracking time by 31
H
Home Page form 18
I
icons
Application Administration Console 18
Best Practice 10
New 10
importing service targets 29, 101
integrating BMC SLM with ITSM applications 11
K
key performance indicators
collecting data 62
landscape information 61
SNMP plug-in entry 87
keys, Collector module authentication 62
KPIs. See key performance indicators
L
landscape, key performance indicators 61
licenses
BMC Remedy AR System 16
fixed 16
floating 16
limits, missing data 75
Linked To Templates templates 43
log settings, configuring 68
logging in to Application Administration Console
using BMC Remedy User 18
using browsers 18
LTT templates 43
Index
119
M
Measurement Annotation dialog box 52
Measurement Criteria Template dialog box 46
Measurement Criteria templates
configuring 46
predefined 43
measurement data, updating retroactively 51
menus. See contract menus
metrics, viewing Collection Node 77, 79, 80, 81, 83,
85, 88
Milestone templates
configuring 47
predefined 43
relating to Action templates 48
missing data
Collection Node 74
limits 75
Modify Measurement Data form 52
modifying
Application Administration Console entries 16
Collection Node 91
templates 48
modules, configuring Collector 60
MSP Business Time tab 28
N
nodes
collection 60
collection frequency 74
Q
Qualification Builder form 27, 28, 33
O
objects. See contract objects
opening
Application Administration Console from
BMC Remedy User 18
browsers 18
forms 17
owners. See agreement owners
P
PEMAPI 79
performance data, updating 51
Performance Manager. See BMC Performance
Manager
120
performance monitoring
disabling data 69
enabling data 69
goals 36
viewing data 69
performance-monitoring service targets
measurement options, use cases 75
permissions, administrator 16
plug-ins
API 61
BMC ProactiveNet Analytics 84
BMC Remedy AR System server 72
BMC SIM 82
BMC TM ART 80
Collection Point 61
SNMP 87
points, collection 60, 70
post-installation tasks for SLM 30
predefined templates 43
prerequisites, SLM configuration 16
processing frequency
about 75
Collection Node 74
product support 3
properties files, editing 63
Configuration Guide
rebuilding
data sources 30
rules 30
Reference Date/Time for Availability Events 27
Reference End Goal for Request-Based SVT 27
Reference Goal for Request-Based SVTs 27
Reference Start Time for Request-Based service
targets 26
removing service targets from groups 39
request-based
compliance data, updating 50
configuring groups 38
goals 35
Request-Based tab 26
Reset Goal for Same Request When 27, 32
response time, BMC TM application 80
retroactively updating measurement data 51
review periods, agreement
adding 41
configuring 41
deleting 42
rules, rebuilding 30
S
samples
contract menus 50
SNMP configuration file 89
scheduling
business hours 53
rebuilds of service targets 104
secure PATROL agents, adding nodes 80
Secure Socket Layer 72
servers
BMC Patrol Express 78
BMC TM ART 80
Service Level Agreements form 35
Service Level Agreements. See SLAs
Service Level Management. See SLM
service targets
adding to groups 39
attaching availability 103
building 104
configuring data sources 25
configuring groups 38
deleting groups 40
estimated resolution date for request-based 37
exporting 29, 100
filters 28
importing 29, 101
removing from groups 39
scheduling builds 104
tracking comments 42
setting default log level values 68
settings, configuring SLM application 21
shortcuts, Application Administration Console 18
SIM. See BMC Service Impact Manager
SLAs
configuring
agreement owners 40
goal types 36
groups 38
review periods 41
deleting
agreement owners 40
goal types 37
groups 40
review periods 42
SLAs (continued)
updating
availability 50
compliance data 50
performance data 51
request-based data 50
SLM:ConfigPreferences form 102
SLM:PerformanceManagerHosts form 92
SNMP
agents 87
configuration file, sample 89
configuring traps 88
plug-in 87
snmp.conf 87
traps 87
snmp.conf 87
solutions, available documents 12
sorting performance monitoring data 69
SSL. See Secure Socket Layer
Standard Configuration tab 16
Start Time for Request-Based SVTs 26
static KPI landscape view 61
status
collection point 70
support, customer 3
T
tabs
Administration 29
Advanced 28
Basic 24, 25
Business Time Entity 55
Custom Configuration 16
MSP Business Time 28
Request-Based 26
Standard Configuration 16
targets. See service targets
technical support 3
templates
about 43
Action 43, 47
changing 48
Condition 43, 45
Custom Copy Templates 43
deleting 49
email 101
Fill-In-Aid 43
Goal and Cost Schedule 43, 46
Linked To Templates 43
Measurement Criteria 43, 46
Milestone 43, 47
Index
121
templates (continued)
modifying 48
predefined 43
relating Milestone to Action 48
viewing 44
time
BMC TM ART 80
configuring business 53
tracking by assignee 31
tracking time by support teams 31
traps
about SNMP 87
configuring SNMP 88
types, Collection Node 73
U
Update Performance Data form 51
updating
availability data 50
measurement data retroactively 51
performance data 51
request-based data 50
SLA compliance data 50
URLs
compatibility matrix 19
use a goal defined on the application form 33
use cases
performance measurement frequency 75
use end time as defined on the application form 34
Use End Time check box 27
use start time defined on the application form 34
User form 16
V
viewing
Collection Node metrics 77, 79, 80, 81, 83, 85, 88
KPI landscapes 61
templates 44
viewing performance monitoring data 69
W
web services
introduction 107
published BMC SLM 109
website compatibility matrix 19
122
Configuration Guide
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BMC Service Level Management 7.6.03 - Configuration Guide

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BMC Service Level Management 7.6.03 - Configuration Guide

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BMC Service Level Management 7.6.

Contacting BMC Software

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BMC SOFTWARE INC

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713 918 8000

Outside United States and Canada

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Copyright 20062010 BMC Software, Inc.

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Support by telephone or email

Before contacting BMC Software

Operating system and environment information

Sequence of events leading to the problem

Commands and options that you used

License key and password information

E-mail customer_support@bmc.com. (In the Subject line, enter SupID:<yourSupportContractID>,

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

Introducing BMC Service Level Management configuration

BMC Service Level Management overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Configuring application settings

Configuring SLM preferences . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Service target groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

Configuring business time

Using business time segments and entities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54

Configuring the Collector module

Configuring SIM service target and agreement defaults

Overview of service target defaults for SIM . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96

Additional configuration tasks

Exporting service targets. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

BMC Service Level Management web services

Registering BMC SLM web services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108

About the BMC Service Level Management

About the BMC Service Level Management product

BMC SLM provides the following functionality:

Helps IT managers, customer service managers, and other service providers to

Allows service organizations to monitor key infrastructure performance

BMC Remedy Incident Management