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 Manager9.52

Develop > Processes and Best Practices Guide > Incident Management Workflows > SLA Monitoring (process SO 2.7)

SLA Monitoring (process SO 2.7)

Service level agreements (SLAs) contain standards for incident resolution performance. This process describes the activities to monitor all interactions related to incidents from initialization to resolution. SLA Monitoring also determines whether time targets for incident resolution are met, and indicates whether escalation is required to meet the target resolution date according to the associated SLA. SLA Monitoring is an ongoing process performed by the Service Desk.

You can see the details of this process in the following figure and table.

The SLA Monitoring workflow is illustrated in the following figure:

SLA Monitoring process
Process ID	Procedure or Decision	Description	Role
SO 2.7.1	Monitor SLA	The Service Desk Agent monitors the SLA.	Service Desk Agent
SO 2.7.2	SLA breached?	Has the SLA target date/time been exceeded for this interaction? If yes, go to SO 2.7.10, and then start the Incident Escalation process. If no, go to SO 2.7.3.	Service Desk Agent
SO 2.7.3	SLA breach within 1 hour	Does the interaction need to be solved within 1 hour to reach the SLA target date/time? If yes, go to SO 2.7.8. If no, go to SO 2.7.4.	Service Desk Agent
SO 2.7.4	SLA breach within 4 hours?	Does the interaction need to be solved within 4 hours to reach the SLA target date/time? If yes, go to SO 2.7.7. If no, go to SO 2.7.5.	Service Desk Agent
SO 2.7.5	SLA breach within 1 day?	Does the interaction need to be solved within 1 day to reach the SLA target date/time? If yes, go to SO 2.7.7. If no, go to SO 2.7.6.	Service Desk Agent
SO 2.7.6	Related incident closed?	If yes, no further action is required. If no, go to SO 2.7.1.	Service Desk Agent
SO 2.7.7	Request further action?	Review the Incident and determine whether further action is required to ensure that it will be resolved within the SLA target date/time. If yes, go to SO 2.7.8 to work with the Incident Coordinators) to check the Incident will be resolved on time. If not, go to SO 2.7.1 to continue to monitor the SLA.	Service Desk Agent
SO 2.7.8	Work with Incident Coordinator(s) to see if incident can still be solved on time	Contact the Incident Coordinator with the related incident assigned to his/her group. Determine whether the group is able to solve the incident on time without further support.	Service Desk Agent
SO 2.7.9	Will related incident be solved on time?	If yes, the Incident Coordinator of the assigned group estimates that the related incident can still be solved on time, go to SO 2.7.11. If no, go to SO 2.7.10, and then escalate the incident.	Service Desk Agent
SO 2.7.10	Communicate SLA breach to affected Users	Identify which Users or user groups are affected by the SLA breach. Send a communication bulletin to inform all affected Users.	Service Desk Agent
SO 2.7.11	Communicate related incident status to all affected Users	Identify which Users or user groups are affected by the related incident. Send a communication bulletin to inform all affected Users of the incident status and expected resolution time.	Service Desk Agent

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