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 > Outages

Outages

An outage is a temporary loss of service of a Configuration Item. It can be the result of planned maintenance or operational failure.

Outage classes

Outages fall into different classifications:

Planned (and approved) outages
Degraded service
- Partial loss of service
- Slow response time
- Intermittent interruptions
Total loss of service

Availability criteria should specify what the maximum outage threshold is on a monthly basis. For example, you can choose a metric based on the required percentage of up time, or the maximum time allowed for an outage, when you define an availability Service Level Target.

Planned outages

A planned outage is usually the result of a routine maintenance schedule, upgrade action, or faulty equipment replacement. Incidents, change requests, and change tasks can generate outage records. The change request and task records show scheduled downtime. Incident, change request, and change task records have a checkbox to specify if the Configuration Item is out of service.

Note Some planned outages may fall within pre-defined service windows when the outage does not count against availability metrics.

Calculating outage costs

When an outage occurs and the associated CI has an SLT, the outage costs to the business are calculated and stored in the outagedetail records. You can configure the default Outage Cost per Hour in the Configuration Management Environment record. The default Outage Cost per Hour is only applied if you do not specify Outage Cost per Hour in the CI form.

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