Service Target

The table below lists the fields of the Service Target form and provides utilization guidelines for each field.

Service Target

This field displays the unique service target identifier after the service target has been saved for the first time.

Folder

This field specifies the name of the folder to which the service target belongs.

Title×

Use this field to enter a title for the service target.

Applies To×

Use this field to indicate to which type of data source the service target applies. The available options are:

	CI Unavailability
	Compliance Only Data Source
	Incident
	Infrastructure Change
	Releases
	Service Request
	SLM Performance Monitoring Data Source
	SLM Sample Application

Goal Type×

Use this field to indicate which type of goal the service target tracks. The available options depend on the value selected in the Applies To× field. The complete list of options is:

	Accuracy
	App Response Time (Compliance-Only)
	Application Availability
	Application Response Time
	Asset Availability
	Asset Outage Restoration Time
	Capacity
	Change Request Completion
	Change Request Initiation
	Component Availability
	CPU Utilization
	Incident Resolution Time
	Incident Response Time
	Request Resolution Time
	Request Response Time
	Service Availability

Terms and Conditions×

Use this field to define the conditions that need to be met in order for the service target to be applied.

Description

Use this field to enter a description for the service target. Ensure that the description includes the type of record for which the service target is valid, as well as the conditions that must be met in order for the service target to be applied.

Status×

Use this field to select the status of the service target from the following list of options:

	Enabled	The service target is active and is being monitored.
	Disabled	The service target has been disabled and is no longer monitored.
	Invalid	The service target is invalid and cannot be monitored.

Effective From×

Use this field to specify the date on which the service target will become active.

Agreement Type×

Use this field to select the type of agreement to which the service target is related from the following list of options:

	Service Level Agreement
	Operational Level Agreement
	Underpinning Contract

Use Single Goal and Cost

Select this option if a single goal needs to be met and the cost that a business incurs when a service target is missed is the same regardless of the timing.

Use Goal and Cost Schedule

Select this option if, dependent on when the service target is violated, there are different goals that need to be met and/or different costs incurred.

Hours×

Use this field to set the number of hours within which the response or resolution must occur to avoid the cost from being applied.

Minutes×

Use this field to set the minutes, which are to be added to the number of hours specified in the Hours× field above, to set the target within which the response or resolution must occur to avoid the cost from being applied.

Impact Cost

Use this field to specify the cost that is incurred for each minute that the goal is not met.
Click on the button next to this field to select the appropriate currency.

Use Goal as defined on the Application Form

Check this field to use the goal that has already been defined on a form.

Use Start Time as defined on the Application Form

For a request-based service target, check this field to use a value on a form that specifies the start time. Otherwise the value in the Start When× field is used.

Business Entity

Use this field to select a period, e.g. a regularly scheduled maintenance period or a holiday, when the service target data should not be included in the compliance measurements.

Use on App Form

Check this field to use a business entity that has already been defined on a form.

Name×

Use this field to specify a name for the goal and cost schedule. By default a name is filled out that includes the unique service target identifier that can be found in the Service Target field. The button to the right of this field can be used to select a schedule template.

Link to this template

Use this field to indicate whether or not the link to the selected goal and cost schedule template should be enforced. If the field is checked some field values cannot be modified as their values are set by the template.

View

Use this field to select the schedules to be displayed in the table below. The available options are:

	Sunday
	Monday
	Tuesday
	Wednesday
	Thursday
	Friday
	Saturday
	Default
	All

Goal and Cost Schedule

This table displays all goal and cost schedule entries related to the service target. Use the Add button to create additional goal and cost schedule entries as needed.

Select

Use this field to select the template to be used to set the measurement criteria.

Link to this template

Use this field to indicate whether or not the link to the selected cost measurement template should be enforced. If the field is checked some field values cannot be modified as their values are set by the template.

Description

Use this field to describe the measurement criteria defined below.

Start When×

Use this field to define the conditions that need to be met before the measurement starts. The name of this field is changed to "Available When×" when an availability goal type was selected.

Stop When×

Use this field to define the conditions that need to be met to stop the measurement. The name of this field is changed to "Unavailable When×" when an availability goal type was selected.

Exclude

Use this field to define the conditions that need to be met to temporarily halt the measurement.
This field is not available when an availability goal was selected.

Lifecycle Interval

Use this field to set the lifecycle interval for the service target. This field is only available when an availability goal was selected.

Set Warning Status At×

Use this field to specify at which percentage of the goal the service target should be set to the warning status. This field is not available when an availability goal was selected.

Group

Use this field to select the appropriate group for the service target. This field is not available when an availability goal was selected.

Reset Goal for Same Request?

Use this field to specify whether the goal may be reset when certain conditions are met. This field is not available when an availability goal was selected. The available options are:

	Yes
	No

Allow Service Target to Re-Open?

Use this field to specify whether the service target may be re-opened when certain conditions are met. This field is not available when an availability goal was selected. The available options are:

	Yes
	No

Milestones

This table lists the milestones for the service target. Use the Add button below this table to link one or more milestones to the service target.

Actions

This table lists the actions that have been linked to the milestones listed above. An action will be executed when the condition of the milestone, to which the action is related, has been met. Use the Add button below this table to link one or more actions to each milestone.

Show Audit Logs For Field

Use this field to specify the field that you want to see the audit logs for.

Audit Trail

This table lists the audit logs that were generated when changes to the record's field values were saved.

Created By

This field is automatically set to the unique login name of the person who registered the service target.

This field is automatically set to the date and time at which the service target was last modified.

Last Modified By

This field is automatically set to the unique login name of the person who last modified the service target.

Fields Changed

This field shows the fields that have been changed.

New Values