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)
Service Level Reporting (SD 2.6)
Process ID |
Procedure or Decision |
Description |
Role |
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SD 2.6.1 |
Identify reporting type and produce report |
Reporting requirements are identified and reports produced based on:
Go to SD 2.6.2 to review |
Service Level Manager |
SD 2.6.2 |
Review performance |
Review metrics available for Service Performance, including Incident resolution and response times. The metrics are validated for accuracy. Go to SD 2.6.3 to evaluate divergence from agreed targets. |
Service Level Manager |
SD 2.6.3 |
Evaluate divergence from agreed targets |
The metrics are compared to the service targets for each live SLA. Go to SD 2.6.4 in order for the Service Level Analyst to produce and collate the Service Reports pack. |
Service Level Manager |
SD 2.6.4 |
Produce and collate Service Reports pack |
Record findings and document within the Service Reports pack according to the structure agreed within the SLA. Go to SD 2.6.5 to distribute the Service Reports pack. |
Service Level Analyst |
SD 2.6.5 |
Distribute Service Reports pack |
The completed Service Report packs are distributed to the Service Level Managers and Customers. Go to SD 2.7.1 in order for the Service Level Manager to determine the meeting type for the Service Review. |
Service Level Analyst |