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 agreement workflow and tasks > Create an Operational Level Agreement

Create an Operational Level Agreement

To create an operational level agreement (OLA), follow these steps:

Click Service Level Management > Agreements > New Agreement.
Click Operational Level Agreement.
In the Title field, type a descriptive name for the OLA.
In the Effective from field, choose a date in the calendar options for the OLA start date.
In the Expiration Date field, choose a date in the calendar options for the OLA end date.
In the Next Review Date field, choose a date for the first review of the OLA.
In the Service review Frequency field, choose the time period for the review.
Add an optional Description for the new OLA.
Click the Assignment Group tab. Specify the appropriate group for this OLA.
Click Save. Note that an Agreement ID number was added to the record.
Click the Process Targets or Service Targets tabs. You can add, edit, or remove Service Level Targets on these tabs.
The following steps are optional:
1. Click the Agreed By tab, and specify the appropriate signatories to the agreement.
2. Click the Attachments tab, and add upload any formal documents between the two parties signing the contract.
Click Save.

Note: After you create a new OLA, you must log out and log in again to view the new OLA on the drop-down selection lists.