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
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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
Service Level Management overview
Service management best practices describe the goals for Service Level Management (SLM) as follows:
The goal for SLM is to maintain and improve IT Service quality, through a constant cycle of agreeing, monitoring and reporting upon IT Service achievements and instigation of actions to eradicate poor service – in line with business or cost justification. Through these methods, a better relationship between IT and its Customers can be developed.
Service Manager supports these goals by providing a service management best practices compliant application framework with a built-in workflow that incorporates service management best practices. The primary Service Level Management goal is to ensure the delivery of services within agreed Service Level Targets (SLTs), including the following:
- Availability of the Configuration Item, which includes planned and unplanned outages
- Response time, which tracks the amount of time it takes for the incident, service desk interaction, or change request to advance to the next state (For example, the amount of time required for an incident record status to change from Open to Work in Progress.)
Configuring Service Level Targets and the various types of service agreements are the tools that Service Level Management uses to accomplish these goals.
Related topics
Service Level Management
Availability
Service Level Management drivers
Service agreements overview
Working with service agreements
Service Contracts overview
Working with service contracts
