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Searching the Help

To search for information in the Help, type a word or phrase in the Search box. When you enter a group of words, OR is inferred. You can use Boolean operators to refine your search.

Results returned are case insensitive. However, results ranking takes case into account and assigns higher scores to case matches. Therefore, a search for "cats" followed by a search for "Cats" would return the same number of Help topics, but the order in which the topics are listed would be different.

Words and Phrases

Search for Example Results

A single word cat Topics that contain the word "cat". You will also find its grammatical variations, such as "cats".

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.

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.

Using Boolean Operators

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

Service agreements overview

Use > Service Level Management > Service Level Management overview > Service agreements overview > Defining Service Level Targets

Defining Service Level Targets

You can define two types of Service Level Targets (SLTs) in ITSMA Service Management. They are process targets (response) and service targets (availability) .

You can add targets in two ways. You can select an existing SLT Catalog template with a pre-defined target, or you can define a customized target that meets the requirements of the individual Service Level Agreement (SLA).

When you create a new SLA, you can access the SLT catalog and select one or more existing template targets that support the SLA. If the existing SLT templates do not meet your requirements, then you can create a customized SLT.

Click here to show or hide links to related topics.

Related concepts

Service Level Management administration tasks
Service Level Management control record
Service Level Agreement links
Service agreement application integration records
Service Targets
Process Targets
Service Level Agreement alerts
Prioritizing incidents, problems, requests, and changes
Define scheduling information for Process Targets

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