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.
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". |
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. |
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 Workflows
- Updating the Service Catalog (SD 2.1)
- Create or Amend IT Services (SD 2.2)
- SLRs and draft OLAs and UCs (SD 2.3)
- Finalize SLRs/OLAs/UCs (SD 2.4)
- Monitor Service Levels (SD 2.5)
- Service Level Reporting (SD 2.6)
- Perform Service Reviews (SD 2.7)
- Service Improvement Plan (SD 2.8)
- Review and Revise SLAs/OLAs/UCs (SD 2.9)
Finalize SLRs/OLAs/UCs (SD 2.4)
Process ID |
Procedure or Decision |
Description |
Role |
---|---|---|---|
SD 2.4.1 |
Circulate SLRs / OLAs / UCs |
The SLRs, OLAs and UCs are circulated to the relevant audience as pre-reading before the final confirmation and sign off meeting. Go to SD 2.4.2 to determine whether the Service will be supported by a Service Provider. |
Service Level Manager |
SD 2.4.2 |
Service supported by an external Service Provider? |
If yes, go to SD 2.4.3 finalize and sign off the UC. If no, go to SD 2.4.4 to finalize the SLR and OLA, and sign off. |
Service Level Manager |
SD 2.4.3 |
Finalize UC and sign off |
The UCs are finalized to ensure they can support the SLR and are signed off by the Supplier Manager and the Service Provider. Go to SD 2.4.4 to finalize and sign-off the SLR and OLA. |
Supplier Manager |
SD 2.4.4 |
Finalize SLR & OLA and sign-off |
The Service Level Manager finalizes and signs off the SLR and OLA with the Customer, Service Owner and Supplier Manager. As part of the SLR discussion a launch date for the Service is agreed which takes into account how much time is needed to update the Service and the Service Manager. Go to Change Assessment and Planning (ST 2.3.8) to plan and schedule the SLA and OLA Change. The Finalize SLRs / OLAs / UCs process is temporarily stopped pending implementation of the Change. |
Service Level Manager |
SD 2.4.5 |
Validate monitoring systems |
Once the Change has been confirmed as successful, the monitoring systems are re-validated to ensure they accurately monitor and manage the service level targets. Go to SD 2.4.6 to launch communications. |
Service Level Manager |
SD 2.4.6 |
Launch communications |
Initiate communications to the end-user community and the delivery teams, including the Service Desk. Go to SD 2.4.7 to raise a request to update the CMS. |
Service Level Manager |
SD 2.4.7 |
Raise a request to update the CMS |
Raise a request to update the CMS for the new or amended Service. Go to SD 2.4.8 to launch the Service. |
Service Level Manager |
SD 2.4.8 |
Launch Service |
The Service is launched and the following elements become "Live":
The Finalize SLAs/OLAs/UCs process ends. |
Service Level Manager |