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 Level Management administration > Service Level Agreement selection process > Service Level Target selection process

Service Level Target selection process

An administrator assigns one or more Service Level Targets (SLTs) to a new Service Level Agreement (SLA). When Service Level Management evaluates whether the process or service targets objectives are met, it uses the following logical processes.

Process Targets

Service Level Management examines the condition specified in the SLT filter criteria. This value is a Boolean expression that can include any valid field values from the record. For example, you can create a condition that includes these values:

Affected Configuration Item
Category
Priority
Risk level
Company
Department
Location

If there is more than one Process Target, Service Level Management uses the strictest SLT as the measurement for responsiveness.

Service Targets

Service Level Management examines the schedule and the required uptime or maximum outage duration specified in the SLT. If there is more than one Service Target, Service Level Management uses the strictest SLT as the criteria.

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