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 |
|---|---|---|
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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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Key performance indicators for Service Level Management
The Key Performance Indicators (KPIs) in the following table are useful for evaluating your indicators for Service Level Management. To visualize trend information, it is useful to graph KPI data periodically. In addition to the data provided by Service Manager, you may need additional tools to report on all of your KPI requirements.
| Title | Description |
|---|---|
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% of SLAs / OLAs / UCs that meet expectations |
This KPI gives the user the ability to review the SLAs, OLAs and UCs, which met their target. |
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% of breached SLAs / OLAs / UCs |
This KPI gives the user the ability to review the SLAs, OLAs and UCs, which did not met their target. |
ITIL recommended KPIs
- Percentage reduction in SLA targets missed
- Percentage reduction in SLA targets threatened
- Percentage increase in customer perception and Satisfaction of SLA achievements, via service reviews and Customer Satisfaction Survey responses
- Percentage reduction in SLA breaches caused because of third-party support contracts (underpinning contracts)
- Percentage reduction in SLA breaches caused because of internal Operational Level Agreements (OLAs).
Deliver service as previously agreed at affordable costs:
- Total number and percentage increase in fully documented SLAs in place
- Percentage increase in SLAs agreed against operational services being run
- Percentage reduction in the costs associated with service provision
- Percentage reduction in the cost of monitoring and reporting of SLAs
- Percentage increase in the speed of developing and agreeing appropriate SLAs
- Frequency of service review meetings.
Manage business interface:
- Increased percentage of services covered by SLAs
- Documented and agreed SLM processes and procedures are in place
- Reduction in the time taken to respond to and implement SLA requests
- Increased percentage of SLA reviews completed on time
- Reduction in the percentage of outstanding SLAs for annual renegotiation
- Reduction in the percentage of SLAs requiring corrective changes (for example, targets not attainable; changes in usage levels). Care needs to be taken when using this KPI
- Percentage increase in the coverage of OLAs and third-party contracts in place, whilst possibly reducing the actual number of agreements (consolidation and centralization)
- Documentary evidence that issues raised at service and SLA reviews are being followed up and resolved
- Reduction in the number and severity of SLA breaches
- Effective review and follow-up of all SLA, OLA and underpinning contract breaches.
