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

Service Level Management

You can use Service Level Management (SLM) to improve the quality of services that you provide to customers. You can also use Service Level Management to quantify the financial benefits in reduced incidents, outages, and time invested in system failures and downtime. Service Level Management collects performance information automatically to track service guarantees. Service Level Management enables you to achieve the following results:

Ensure compliance with the availability and process targets set in the Service Level Agreements, Operational Level Agreements, and Underpinning Contracts.
Report performance information to track the effectiveness of managed services

Tip You can view achievements by assignment group or by customer; overall Service Level Agreement achievement levels; or breaches by category, group, or priority.
Detect and track failures of service goals
Generate Service Level Agreement alerts for Change Management
Quantify costs associated with planned and unplanned service outages

Note Service Level Management uses the Service Level Targets (SLTs) data from other ITSMA Service Management applications. Before you configure Service Level Management, you must implement SLTs for the applicable applications.

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