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 > Service Level Management Overview > Service Level Management within the ITIL Framework

Service Level Management within the ITIL Framework

The Service Level Management process is described in ITIL’s Service Design publication.

The document describes Service Level Management as a vital process for every IT Service to document Service Level Targets and responsibilities within Service Agreements. The purpose of the SLM process is to ensure that all IT Services are delivered to agreed and achievable targets.

By using Service Level Management in HPE Service Manager each IT Service Provider has a consistent interface to the business for all service level related data. The business gets up to date information about performance against the agreed service level targets. The operational teams are aligned to the agreed service targets, which will help to reduce breached targets. For breached targets, SLM provides the underlying data to facilitate the analysis of the cause of breaches. SLM provides the required tools to facilitate the prevention of breaches from re-occurrence. Furthermore, SLM provides reliable documentation features to efficiently communicate with the business .

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