Service Level Management

Service Level Management helps you make sure that your internal and external customers have access to your provided services when they need them. You can meet this goal by defining service level targets that describe the response time.

You can measure the quality of service delivery by defining Service Level Agreements with your customers to deliver their required services within predefined objectives. Service Level Targets define those objectives using measurable criteria. Metrics report the achievement of those objectives.

Service Level Management can:

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)`

Set measurable objectives for all IT services.

Create a relationship with the customer that fosters communication.

Ensure that the customer understands the level of service to be provided.

Monitor the quality of the delivered services.

Improve service quality when necessary.

Service Level Management enables you to prioritize requests and incidents by defining Service Level Targets for each business service. The requests and incidents with the highest priorities should be resolved first. Service Level Management also enables you to track and report on achievement metrics for these objectives.