Searching the Help
To search for information in the Help, type a word or phrase in the Search box. When you enter a group of words, OR is inferred. You can use Boolean operators to refine your search.
Results returned are case insensitive. However, results ranking takes case into account and assigns higher scores to case matches. Therefore, a search for "cats" followed by a search for "Cats" would return the same number of Help topics, but the order in which the topics are listed would be different.
Words and Phrases
| Search for | Example | Results |
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| A single word | cat
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Topics that contain the word "cat". You will also find its grammatical variations, such as "cats". |
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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. |
Using Boolean Operators
| Search for | Operator | Example |
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Two or more words in the same topic |
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| Either word in a topic |
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| Topics that do not contain a specific word or phrase |
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| Topics that contain one string and do not contain another | ^ (caret) |
cat ^ mouse
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| A combination of search types | ( ) parentheses |
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Input and output for Service Level Management
A number of sources are relevant for the Service Level Management process.
| Input | Output |
|---|---|
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Business information: from the organization’s business strategy, plans, and financial plans and information on their current and future requirements |
Service reports: providing details of the service levels achieved in relation to the targets contained within SLAs. These reports should contain details of all aspects of the service and its delivery, including current and historical performance, breaches and weaknesses, major events, changes planned, current and predicted workloads, customer feedback, and improvement plans and activities |
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Business Impact Analysis: providing information on the impact, priority, risk and number of users associated with each service |
Service Improvement Plan (SIP): an overall program or plan of prioritized improvement actions, encompassing all services and all processes, together with associated impacts and risks |
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Business requirements: details of any agreed, new or changed business requirements |
The Service Quality Plan (SQP): documenting and planning the overall improvement of service quality |
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The strategies, policies and constraints from Service Strategy |
Service Level Agreements (SLAs): a set of targets and responsibilities should be documented and agreed within an SLA for each operational service |
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The Service Portfolio and Service Catalog |
Service Level Requirements (SLRs): a set of targets and responsibilities should be documented and agreed within an SLR for each proposed new or changed service. |
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Change information: from the Change Management process with a forward schedule of changes and a need to assess all changes for their impact on all services |
Operational Level Agreements (OLAs): a set of targets and responsibilities should be documented and agreed within an OLA for each internal support team |
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CMS: containing information on the relationships between the business services, the supporting services and the technology |
Reports on OLAs and underpinning contracts |
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Customer and user feedback, complaints and compliments |
Service review meeting minutes and actions: all meetings should be scheduled on a regular basis, with planned agendas and their discussions and actions recorded and progressed |
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Information and input from any of the other processes (for example, Incident Management, Capacity Management, and Availability Management), together with the existing SLAs, SLRs, and OLAs and past service reports on the quality of service delivered. |
SLA review and service scope review meeting minutes: summarizing agreed actions and revisions to SLAs and service scope Revised contracts: changes to SLAs or new SLRs may require existing underpinning contracts to be changed, or new contracts to be negotiated and agreed. |
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