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 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
Review a service agreement
In the Review phase of a service agreement, follow these steps:
- Navigate to the agreement you want to review.
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Verify that following fields or tabs are filled in appropriately:
- Effective From
- Expiration Date
- Next Agreement Review Date
- Service Review Frequency
- Next Service Review Date
- Agreed by (on the Agreed By tab)
- Assignment Groups (Operational Level Agreements only)
- External Assignment Groups (Underpinning Contracts only)
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Verify that following optional fields are filled in appropriately:
- Service Contract
- Service Hours
- Owner
- Owner Group
- Next Service Review Date
- If this is a new agreement, verify that appropriate SLTs exist for the agreement under the Process Targets and Service Targets tabs.
- If this is an existing agreement that is back in the review phase, navigate to the Improvement Plans tab and then click to view any service improvement plans (SIP) or service quality plans (SQP) that may exist. If no improvement plan exists, you may need to create one, depending on your organization's service review process.
