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

Use > Service Level Management > Service Level Management overview > Service agreements overview > Working with service agreements > Service Level Agreement performance and reporting

Service Level Agreement performance and reporting

You can use HPE Service Manager dashboards to gather service information, or use any standard report package to customize your reports. When using reporting, you can see achievements by assignment group or by customer; overall Service Level Agreement (SLA) achievement levels; or breaches by category, group, or priority.

Use the data that you gather to plan service improvements. For example, knowing which SLAs are breached more often than others enables you to identify the point of failure. If you can identify a pattern of response failure, such as time of day or day of the week, you can add coverage at critical points of failure, or implement other preventive measures that interrupt the failure pattern.

Tracking availability failures through reports can also show performance patterns, such as equipment failures, peak overload periods, or under-performing external vendors/suppliers.

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