Searching the Help
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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)
Create or Amend IT Services (SD 2.2)
Process ID |
Procedure or Decision |
Description |
Role |
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SD 2.2.1 |
Define SLRs |
Once a request is received for a new or amended IT Service, determine and agree the main requirements of the business. Go to SD 2.2.2 to conduct a feasibility study for the Service Level Requirements. |
Service Level Manager |
SD 2.2.2 |
Conduct feasibility study for SLRs |
Initiate a feasibility study, ensuring that any existing OLAs and UCs are taken into consideration. The Supplier Manager may be involved with Service Providers if necessary. The study must consider all elements including technology, cost and Serviceability. Go to SD 2.2.3 to feedback to the Customer. |
Service Level Manager |
SD 2.2.3 |
Feedback to Customer |
The results of the feasibility study are fed back to the Customer. Go to SD 2.2.4 to determine whether to continue with the Service creation or amendments. |
Service Level Manager |
SD 2.2.4 |
Continue with Service creation or amendments? |
If yes, go to SD 2.2.5 to draft the SDD. If no, go to Change Evaluation and Closure (ST 2.6.2) to close the Change. |
Service Level Manager |
SD 2.2.5 |
Draft the SDD |
Draft the SDD based on the data gathered and validated in the requirements definition and feasibility study. The SDD covers:
Go to SD 2.2.6 to determine whether a Service Catalog update is required. |
Service Level Manager |
SD 2.2.6 |
Service Catalog update required? |
If yes, go to SD 2.1.10 to review the Service Catalog. If no, go to SD 2.2.7 to sign-off the SDD. |
Service Level Manager |
SD 2.2.7 |
SDD sign-off |
Validate the SDD with the Customer and then sign-off with the Service Owner and Service Level Manager. Once signed off, update the Service Catalog to reflect the new or amended Service. Go to SD 2.2.8 to finalize the SLRs. |
Service Level Manager |
SD 2.2.8 |
Create SLRs |
The SLRs are created by the Service Level Manager and the Customer and are then collated into the SLR document.
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Service Level Manager |