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 Manager9.51

Use > Service Level Management > Service Level Management overview > Service agreements overview > Defining Service Level Targets > Service Targets

Service Targets

Service Targets monitor the availability of a Business Service or Configuration Item (CI), such as a service, application, hardware, software, or other infrastructure component. SLTs report any change to the availability of the CI in change requests, changes, tasks, and incidents.

Service Targets require the following information. You can use the SLT wizard or type required information directly into the form.

Field	Content	Comments
Service Level Target ID	Numeric value	Automatically assigned by Service Level Management.
Agreement ID	SLA name	Name of an existing SLA. Required.
Name	Service Target name	Descriptive name for the objective. for example, 95% Availability. Required.
Owner	SLT owner	Optional.
Affected CI	The Configuration Item (CI) related to this objective	Required.
Required Uptime (%)	0.0 – 100.0	Express as a decimal value. Do not use the percentage sign (%). Required Uptime(%) or Max Outage Duration is required.
Max Outage Duration	Number of days, hours, minutes, and seconds for a deadline (ddd hh:mm:ss)	The acceptable amount of time for an outage. Required Uptime(%) or Max Outage Duration is required.
Schedule	A pre-defined work schedule	Limits availability monitoring to the hours specified by the work schedule. Optional.
Time Zone	Time zone name	Select the time zone for the work schedule, the CI, or other related component. Optional.
Alerts	Alerts related to the remaining time on the Service Target	Select the out-of-box alerts for 50%, 75%, and 30 minutes until the SLT expires, or create your own. Optional.

Note

You can define global alerts for all SLAs, instead of individual SLTs, in the SLA Control record.
The Description describes additional information about customer expectations or the internal requirements of an Operational Level Agreement.
The History tab for an availability SLT record shows the target and actual availability of the CI on a monthly basis.

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