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.
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". |
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. |
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 Reviews
To ensure optimum service provisioning, it is imperative that you periodically review all service agreements and take appropriate corrective actions if needed. To achieve this, every agreement has fields to specify the Review Date of the agreement, the Next Service Review Date, and the frequency with which the service review should take place.
Generally, actual Service Level Agreements should be reviewed at least once per year with the signatories of the agreement. This is to ensure that the agreement is still valid, business requirements have not changed, or organization capabilities have note been extended or increased.
Additionally, service reviews, which are distinct from the agreement review, should occur more frequently. Service reviews are often held quarterly, and use quantifiable data to ensure that all agreements are fulfilled, whether between your organization and your customer (e.g. Service Level Agreements), within the various departments of your organization (e.g. Operational Level Agreements) or between your organization and a third party (e.g. Underpinning Contracts).
Service reviews produce the following two types of output:
- Service improvement plans (SIPs)
- Service quality plans (SQPs)
Service improvement plans are usually the result of regularly monthly meetings and are limited in scope. They usually describe short term fixes. In contrast, service quality plans are usually long term strategies to provide better service over months or years. For example, an organization may find that their employees require more comprehensive technical training, the results of which become apparent much later.
Note SQPs and SIPs are stored in Service Manager as knowledge documents of the corresponding subcategory.