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 Targets
Service Level Targets (SLTs) are the goals that you set for response time and availability. Some SLTs define the expectations between customers and the IT organization. For example, the email server must be available 99.9% of all business hours. Other targets fall under the domain of Operational Level Agreements (OLAs) that define expectations among various internal support teams, such as Level I and Level II support.
Process targets set goals for service desk interactions, incidents, change requests, problems, and user requests. They define the amount of time required to move the record from one state to another. For example, the status of an incident must change from Open to Work in progress within 3 hours.
Service targets define the percentage of availability during a month, or the maximum amount of time for a single outage. For example, an email server must be available 99.999% of the time during normal work hours.
Service Level Target catalog
The first step to implement Service Level Management is to create a catalog of pre-defined response and availability service goals called Service Level Targets (SLTs). The catalog contains SLT templates that you can apply to any Service Level Agreement (SLA).
SLT catalog records always contain the SLT name and SLT type (process or service), and may include the following information:
- Configuration Item
- Service and status
- Schedule
- Availability
- Escalations
- Text description
The process to define SLT templates is separate from the process to define a service agreement. Service Level Management stores all SLT templates in the slocatalog table. When you create or edit a service agreement, you can add SLTs from the template catalog, customize them, or you can define new ones.
