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 Manager9.41

Develop > Operational Reports Guide > Report Descriptions and Usage > Service Level Management Reports > SLM: Summary

SLM: Summary

Description

The SLM: Summary report displays all the response and availability data for a single Service Level Agreement (SLA) for a specified month. The data is grouped by Service Level Objective (SLO) response and then by SLO availability data. The SLO availability data is then grouped by SLO type (duration and uptime).

Customer Value

This report provides an overview of the performance for an SLA within a given month. This information can be used by management to quickly understand how successful their organization has been in fulfilling the SLA requirements. For example, if the SLA requirements are not being met, this might indicate that the helpdesk needs additional training or resources to fulfill the requirements outlined in the SLA definition, or that the SLA needs to be redefined with more realistic requirements.

Send Help Center feedback