Key performance indicators for Service Level Management

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)`

The Key Performance Indicators (KPIs) in the following table are useful for evaluating your indicators for Service Level Management. To visualize trend information, it is useful to graph KPI data periodically. In addition to the data provided by Service Manager, you may need additional tools to report on all of your KPI requirements.

Title	Description
% of SLAs / OLAs / UCs that meet expectations	This KPI gives the user the ability to review the SLAs, OLAs and UCs, which met their target.
% of breached SLAs / OLAs / UCs	This KPI gives the user the ability to review the SLAs, OLAs and UCs, which did not met their target.

Title

Description

% of SLAs / OLAs / UCs that meet expectations

This KPI gives the user the ability to review the SLAs, OLAs and UCs, which met their target.

% of breached SLAs / OLAs / UCs

This KPI gives the user the ability to review the SLAs, OLAs and UCs, which did not met their target.