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
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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 |
|---|---|---|
|
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 Targets
Service Targets monitor the availability of a Business Service or Configuration Item (CI), such as a service, application, hardware, software, or other infrastructure component. SLTs report any change to the availability of the CI in change requests, changes, tasks, and incidents.
Service Targets require the following information. You can use the SLT wizard or type required information directly into the form.
| Field | Content | Comments |
|---|---|---|
| Service Level Target ID | Numeric value | Automatically assigned by Service Level Management. |
| Agreement ID | SLA name | Name of an existing SLA. Required. |
| Name | Service Target name | Descriptive name for the objective. for example, 95% Availability. Required. |
| Owner | SLT owner | Optional. |
| Affected CI | The Configuration Item (CI) related to this objective | Required. |
| Required Uptime (%) | 0.0 – 100.0 | Express as a decimal value. Do not use the percentage sign (%). Required Uptime(%) or Max Outage Duration is required. |
| Max Outage Duration | Number of days, hours, minutes, and seconds for a deadline (ddd hh:mm:ss) | The acceptable amount of time for an outage. Required Uptime(%) or Max Outage Duration is required. |
| Schedule | A pre-defined work schedule | Limits availability monitoring to the hours specified by the work schedule. Optional. |
| Time Zone | Time zone name | Select the time zone for the work schedule, the CI, or other related component. Optional. |
| Alerts | Alerts related to the remaining time on the Service Target | Select the out-of-box alerts for 50%, 75%, and 30 minutes until the SLT expires, or create your own. Optional. |
Note
- You can define global alerts for all SLAs, instead of individual SLTs, in the SLA Control record.
- The Description describes additional information about customer expectations or the internal requirements of an Operational Level Agreement.
- The History tab for an availability SLT record shows the target and actual availability of the CI on a monthly basis.
Related topics
Service Level Management administration
Defining Service Level Targets
Process Targets
Service Level Target duration types
Related topics
Define Service Targets
Define Process Targets
Use the Service Level Target wizard
Add Service Level Targets
Edit Service Level Targets
Delete Service Level Targets
