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
|
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. |
Using Boolean Operators
| Search for | Operator | Example |
|---|---|---|
|
Two or more words in the same topic |
|
|
| Either word in a topic |
|
|
| Topics that do not contain a specific word or phrase |
|
|
| Topics that contain one string and do not contain another | ^ (caret) |
cat ^ mouse
|
| A combination of search types | ( ) parentheses |
|
- Service Level Management overview
Service agreements overview
Service agreements come in three types. A Service Level Agreement (SLA) describes the agreed level of service between service providers and customers. It defines service goals and responsibilities for Configuration Items (CIs). An SLA is an external document between the IT department and its customer. An Operational Level Agreement (OLA) is an internal document describing the level of service among the departments within an organization. An Underpinning Contract (UC) is an external document describing the level of service between an organization and a third-party vendor/supplier. While all agreements are equal, UCs and OLAs are created to support the implementation of an SLA.
These service agreements define the following aspects of service management:
- Availability, which describes the availability of a CI within a specified time frame.
- Response, which describes the performance targets.
Service agreements are monitored automatically to continuously recalculate availability and response metrics. Service Manager applications provide availability and response metrics to Service Level Management. For example, Service Level Management summarizes outage information from incidents and change requests to determine the performance of service guarantees for affected CIs.
Service Manager integrates service agreement support into Change Management (changes and tasks), Incident Management (incidents), Problem Management (problems and tasks), and Service Desk. Administrators can use these metrics to help prioritize incident resolution, schedule tasks, and escalate incidents when the service agreement is in jeopardy.
