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 |
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| A single word | cat
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Topics that contain the word "cat". You will also find its grammatical variations, such as "cats". |
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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 |
|---|---|---|
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Two or more words in the same topic |
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| Either word in a topic |
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| Topics that do not contain a specific word or phrase |
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| Topics that contain one string and do not contain another | ^ (caret) |
cat ^ mouse
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| A combination of search types | ( ) parentheses |
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Service Level Management elements
This chapter gives an overview about the different elements used in the SLM module to successfully create and maintain the various agreements.
Agreements
Service agreements come in three types. A Service Level Agreement (SLA) describes the agreed level of service between service providers and customers. It defines service goals and responsibilities for Configuration Items (CIs). An SLA is an external document between the IT department and its customer. An Operational Level Agreement (OLA) is an internal document describing the level of service among the departments within an organization.
Service Level Target Set
A Service Level Target is a measurable commitment to provide service. A Service Level Agreement or Operational Level Agreement describes the details of the commitment. A Service Level Target set is described by the type of target and associated Service Management module. Following table explains the available target types, which can be used within a Service Level Target.
| Target type | Description | Available for |
|---|---|---|
| Initial review | Defines how much time can elapse before the Service Desk categorizes and assigns a new incident or support request to an individual or a group. | Incidents, Support requests, HR requests (SLA), and Modules built by Studio |
| Resolution | Describes how long the Service Desk has to resolve the incident or support request. | Incidents, Support requests, HR requests (SLA), and Modules built by Studio |
| Chat request | Defines how much time can elapse from the time a chat request is initiated until an agent responds to the request. This target type is relevant for request records only. | Support requests, HR Requests, Service requests (SLA), and Modules built by Studio |
| Approval | Defines how long it takes for the request to be approved. | Service requests (SLA) and Modules built by Studio |
| Fulfillment | Defines how long it takes for the request to be fulfilled. | Service requests, HR requests (SLA), and Modules built by Studio |
| Time in Group | Defines how long the incident or request can be in the Assignment group. | Incidents, Support requests, HR requests, Service requests (OLA), and Modules built by Studio |
Note:
For the customized record types created in Studio, you can select the available target types as required.
Service Level Target Definitions
A Service Level Target Definition (SLTD) is a sub-element of a Service Level target set. This element gives the possibility to define for each Target type the agreed response time to support the linked SLA or OLA.
There are four priorities for each target type: Critical, High, Medium and Low.
Before edit the SLTD records, you can:
- Group the targets of all the priorities into a single target for definition
- Split the target type into separate targets with different priority for definition
