Hi Ram,

I like to share few things which i know abt SLM in BMC.

Service targets can be defined in SLM for response time, and resolution time. Service targets for an incident can be determined by related CIs, product and service categorization, and many other criteria.
The service target response time applies when an incident is recorded from an email, fax, voicemail, or web self-serve request. In this case the Responded Date is blank until someone indicates that the incident has been responded to (in the Responded field next to the SLM status indicators).When support staffs record an incident, the Responded Date is set to the date that the incident is recorded.
In general, the service target resolution time is calculated from when the incident is recorded until it is resolved. The following scenarios can affect the calculated resolution time:
c) When an incident is in a pending state, it might not be included in SLM calculations, depending on the Status Reason.
d) When a resolved incident is reopened, the SLM calculations account for time spent in the resolved state.

Let me know if you require any more info..always make sure that u have gold and bronze service targets when creating incidetns but this always depends on the operational categorization.