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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Operational Level Agreements
Service guarantees exist between IT and other departments in the organization to track hardware or software asset availability and response performance. For example, the IT department might guarantee that a department server will be available 98% of the time and that 99% of the time IT will respond to an outage involving that device within one hour, or that a change will be complete by a specified time.
An Operational Level Agreement (OLA) is a service agreement that describes these guarantees, tracks compliance, and calculates the potential economic impact of outages within the organization. Most organizations use OLAs to:
- Focus on discrete performance metrics, such as hardware availability.
- Add metrics for service desk performance, technician response time, and customer satisfaction.
- Assess the economic impact of outages on the enterprise.
- Publish satisfaction statistics to the internal user community.
The OLA produces metrics through links to the contact records of all responsible personnel, including problem owners. An administrator must ensure that the contact records of all affected personnel have valid Service Manager IDs.
The out-of-box examples show how to define OLAs for internal services, such as Change Management or Problem Management.
Related topics
Service Level Management
Working with service agreements
Service Level Agreement components
Service agreement selection process
Outages
Service Level Agreement performance and reporting
Related topics
Create a new Service Level Agreement
Edit a Service Level Agreement
Access service agreements from other applications
View service agreements from Configuration Management
