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.
|A single word||
||Topics that contain the word "cat". You will also find its grammatical variations, such as "cats".|
You can specify that the search results contain a specific phrase.
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.
Two or more words in the same topic
|Either word in a topic||
|Topics that do not contain a specific word or phrase||
|Topics that contain one string and do not contain another||
|A combination of search types||
- Service Level Management agreement workflow and tasks
- Create a Service Level Agreement
- Create an Operational Level Agreement
- Create an Underpinning Contract
- Edit a service agreement
- Review a service agreement
- Attach a file to a Service Level Agreement
- Create or add an SQP or SIP
- Define Service Targets
- Define Process Targets
- Add Service Level Targets
- Edit Service Level Targets
- Delete Service Level Targets
- Use the Service Level Target wizard
- Access Service Level Agreements from other applications
- View service agreements from Configuration Management
Add Service Level Targets
Applies to User Roles:
System Administrator, Administrator
You can create a new Service Level Target (SLT) or select an existing SLT from the SLT catalog. SLTs are for either availability or response time.
To add a Service Level Target to a service agreement:
- Click Service Level Management > Agreements > Search Agreements
- Add optional search criteria and then click Search.
- Select a target record.
In the Process Targets tab or Service Targets tab, do the following to add an SLT using the SLT wizard. This adds a new SLT. You can also select an SLT from the catalog, in which case you will not need to complete steps a through d.
- Click Add SLT Service Level Management starts the SLT wizard.
- In the SLT Name field, type the name of the new service level target.
- In the Description field, type the description of the new service level target.
- Click Next to advance through the wizard. Depending on the type of service level target, the SLT wizard collects information about:
- Affected CI
- Availability criteria
- Filter criteria
- Initial and final states
- Duration type
- Click Save.
- Click OK.
To add a SLT directly, follow these steps:
- Click Service Level Management > Agreements > Process Target or Service Target.
- Add information to the Process or Service Target form.
- Click Add.