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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- Use
- Service Desk
- Service Desk (Streamlined Interaction)
- Incident Management
- Problem Management
- Change Management
- Request Fulfillment
- Configuration Management
- Knowledge Management
- Service Catalogs
- Service Level Management
- Smart Analytics
- Service Manager Reports
- Service Manager Collaboration
- Survey
- Service Manager Service Portal Consumer Help
Service Level Management help hub
Service Manager Service Level Management uses Process Designer to manage Service Level Agreements, Operational Level Agreements, and Underpinning Contracts (UCs). Service Level Management also creates and maintains Service Level Targets to monitor and measure the availability and response times for services.
Key concepts
Describes the most important things that you need to know about how the Service Level Management module functions.
Structure of a service level agreement
Defining Service Level Targets
Service Level Target selection process
Workflows
Describes the workflows implemented by Service Manager and the sub tasks that end users must perform in order to execute the workflows.
User Roles
Service Level Management uses the Administrator or System Administrator user roles for most tasks.
Tasks
Describes the Administrator tasks in the Service Level Management module.
Create a new Service Level Agreement
Create an Operational Level Agreement
Create an Underpinning Contract
Define availability Service Level Targets
Define response Service Level Targets
Assign a default Service Level Agreement
Assign a Service Level Agreement to a company
Assign a Service Level Agreement to a department
