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BMC Service Level Management (SLM) enables you to quickly and easily establish and exceed service standards by automating and managing the service agreements between IT organizations and the lines of business they support. BMC SLM allows IT management to set reasonable user expectations and to align IT response to business requirements.
At the heart of BMC SLM is the SLA Creation Guide, used to quickly determine and establish:
BMC SLM enhances BMC Remedy Service Desk and can be used in conjunction with BMC Remedy Change Management and BMC Remedy Asset Management. In addition, service levels can be attached to any application running on the Action Request System, thereby supporting the management of processes for which user-defined applications have been created.
BMC SLM can also be enhanced by Flashboards, to provide a complete management service level console. Remedy Flashboards is a real-time visual management tool that shows, at a glance, activity within an organization at any given moment. It alerts employees and management alike to key trends in time to seize opportunities and proactively address potential problems. You can set thresholds that trigger visual warnings and alarms when exceeded, notifying you immediately when an activity level is not meeting expectations. Flashboards and BMC SLM work together to present IT managers with real-time visual metrics to ensure service teams meet or exceed service level agreements.
