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 |
|---|---|---|
| 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. |
Using Boolean Operators
| Search for | Operator | Example |
|---|---|---|
|
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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RACI matrix for Service Level Management
A Responsible, Accountable, Consulted, and Informed (RACI) diagram or RACI matrix is used to describe the roles and responsibilities of various teams or people in delivering a project or operating a process. The RACI matrix for Service Level Management is shown in the table below.
| Process ID | Activity | Service Level Manager | Supplier Manager | Service Owner | Customer | Service Level Analyst | Resolver Groups |
|---|---|---|---|---|---|---|---|
|
SD 2.1 |
Maintain the Service Catalog |
A/R |
|
C |
C |
|
|
|
SD 2.2 |
Create or Amend IT Services |
A/R |
R |
R |
C |
|
|
|
SD 2.3 |
Draft Supporting Agreements |
A/R |
R |
R |
|
|
|
|
SD 2.4 |
Finalise SLAs / OLAs / UCs |
A/R |
R |
R |
C/I |
|
|
|
SD 2.5 |
Monitor Service Levels |
A/R |
I |
I |
C |
|
|
|
SD 2.6 |
Service Level Reporting |
A/R |
|
|
|
R |
|
|
SD 2.7 |
Perform Service Reviews |
A/R |
|
|
C |
R |
|
|
SD 2.8 |
Service Improvement Programme |
A/R |
|
R |
C |
|
R |
|
SD 2.9 |
Review / Revise SLA / OLA / UC |
A/R |
|
|
|
R |
|
