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 |
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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". |
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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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Service Level Management drivers
The impetus for a robust Service Level Management system is the improvement in the quality of service, reduced number of incidents, and increased customer satisfaction. Over time, you can quantify the financial benefits in reduced incidents, outages, and time invested in system failures and downtime. The time and money recovered can be invested in improved customer relationships, more sophisticated monitoring, better training, and improved business efficiency.
The following Service Manager applications provide input to the Service Level Management process:
- Change Management (changes and change tasks)
- Incident Management (incidents)
- Problem Management (problems and problem tasks)
- Service Desk (interactions)
- Items from the Service Catalog
The output of Service Level Management is data that drives incident queue prioritization, generates immediate response for breaches, and monitors the ongoing status.
Related topics
Service Level Management
Service Level Management overview
Service agreements overview
Working with service agreements
Service Contracts overview
Working with service contracts
