Search for	Example	Results
A single word	`cat`	Topics that contain the word "cat". You will also find its grammatical variations, such as "cats".
A phrase. You can specify that the search results contain a specific phrase.	`"cat food"` (quotation marks)	Topics that contain the literal phrase "cat food" and all its grammatical variations. Without the quotation marks, the query is equivalent to specifying an OR operator, which finds topics with one of the individual words instead of the phrase.

Search for	Operator	Example
Two or more words in the same topic	`AND` `and` `+` (plus symbol) `&` (ampersand)	`cat AND dog` `"cat food"+milk` `"cat food"&"dog food"`
Either word in a topic	`OR` `or` `\|` (pipe)	`cat OR dog` `cat \| dog`
Topics that do not contain a specific word or phrase	`NOT` `not` `!` (exclamation point)	`NOT cat` `! dog`
Topics that contain one string and do not contain another	`^` (caret)	`cat ^ mouse`
A combination of search types	`( )` parentheses	`cat + (dog \| mouse)` `cat \| dog + (! mouse)`

Service Management2017.11

Develop > Processes and Best Practices Guide > Service Level Management Overview > RACI matrix for Service Level Management

RACI matrix for Service Level Management

A Responsible, Accountable, Consulted, and Informed (RACI) diagram or RACI matrix is used to describe the roles and responsibilities of various teams or people in delivering a project or operating a process. The RACI matrix for Service Level Management is shown in the table below.

Process ID	Activity	Service Level Manager	Supplier Manager	Service Owner	Customer	Service Level Analyst	Resolver Groups
SD 2.1	Maintain the Service Catalog	A/R		C	C
SD 2.2	Create or Amend IT Services	A/R	R	R	C
SD 2.3	Draft Supporting Agreements	A/R	R	R
SD 2.4	Finalise SLAs / OLAs / UCs	A/R	R	R	C/I
SD 2.5	Monitor Service Levels	A/R	I	I	C
SD 2.6	Service Level Reporting	A/R				R
SD 2.7	Perform Service Reviews	A/R			C	R
SD 2.8	Service Improvement Programme	A/R		R	C		R
SD 2.9	Review / Revise SLA / OLA / UC	A/R				R

Send Help Center feedback