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 |
|---|---|---|
|
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
You can use Service Level Management (SLM) to improve the quality of services that you provide to customers. You can also use Service Level Management to quantify the financial benefits in reduced incidents, outages, and time invested in system failures and downtime. Service Level Management collects performance information automatically to track service guarantees. Service Level Management enables you to achieve the following results:
- Ensure compliance with the availability and process targets set in the Service Level Agreements, Operational Level Agreements, and Underpinning Contracts.
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Report performance information to track the effectiveness of managed services
Tip You can view achievements by assignment group or by customer; overall Service Level Agreement achievement levels; or breaches by category, group, or priority.
- Detect and track failures of service goals
- Generate Service Level Agreement alerts for Change Management
- Quantify costs associated with planned and unplanned service outages
Note Service Level Management uses the Service Level Targets (SLTs) data from other Service Manager applications. Before you configure Service Level Management, you must implement SLTs for the applicable applications.
Related topics
Service Level Management overview
Service Level Management drivers
Service agreements overview
Working with service agreements
Service Contracts overview
Working with service contracts
