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

Use > Service Level Management > Service Level Management overview > Service Contracts overview > Working with service contracts > Service contracts

Service contracts

Service contracts are the principal records that determine which services are used and which services are available. Service Level Management does the following:

Stores contracts in a structured format for automated analysis, or as the original contract document.
Uses the Contract wizard to determine the contract thresholds quickly.
Charges the customer for costs incurred while working with incidents, handling service desk interactions, or implementing changes to a specific service contract.
Links discrete incidents and interactions to service contracts to provide up-to-date information about the state of each contract, including its budgeted allocations, and the actual number of interactions and incidents applied against each contract.
Associates service contracts with time and materials expended through Service Desk, Incident Management, and Change Management to compute the real cost of handling each incident and service desk interaction, as well as to calculate the cost of managing each service contract.

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