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 > Service Level Targets

Service Level Targets

Service Level Targets (SLTs) are the goals that you set for response time and availability. Some SLTs define the expectations between customers and the IT organization. For example, the email server must be available 99.9% of all business hours. Other targets fall under the domain of Operational Level Agreements (OLAs) that define expectations among various internal support teams, such as Level I and Level II support.

Process targets set goals for service desk interactions, incidents, change requests, problems, and user requests. They define the amount of time required to move the record from one state to another. For example, the status of an incident must change from Open to Work in progress within 3 hours.

Service targets define the percentage of availability during a month, or the maximum amount of time for a single outage. For example, an email server must be available 99.999% of the time during normal work hours.

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