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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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 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 .
