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.

Search for	Operator	Example
Two or more words in the same topic	`AND` `and` `+` (plus symbol) `&` (ampersand)	`cat AND dog` `"cat food"+milk` `"cat food"&"dog food"`
Either word in a topic	`OR` `or` `\|` (pipe)	`cat OR dog` `cat \| dog`
Topics that do not contain a specific word or phrase	`NOT` `not` `!` (exclamation point)	`NOT cat` `! dog`
Topics that contain one string and do not contain another	`^` (caret)	`cat ^ mouse`
A combination of search types	`( )` parentheses	`cat + (dog \| mouse)` `cat \| dog + (! mouse)`

Service Management

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Actual service workflow

This section describes the metaphases and subordinate phases in the life cycle of an actual service.

The actual service workflow relies on business rules. Rules repeat from one phase to another when the end user can make a change to a field affected by a business rule during that phase. For more information about the out-of-the-box business rules defined for the actual service workflow, see Actual service process - Business rules.

Planning

Includes the planning phases of an actual service.

Phase	Transition	Description
Plan	Manual	This is the starting point for the basic service workflow. The result of the phase is documentation that describes the actual service and an implementation plan. The plan can contain any or all of the following: Scope Description Availability Required resources Dependencies Processes and templates Service Level Agreements Key Performance Indicators Risks Approvals Next phase: Build

Phase

Transition

Description

Plan

Manual

This is the starting point for the basic service workflow. The result of the phase is documentation that describes the actual service and an implementation plan. The plan can contain any or all of the following:

Scope
Description
Availability
Required resources
Dependencies
Processes and templates
Service Level Agreements
Key Performance Indicators
Risks
Approvals

Next phase: Build

Construction

Includes the construction phases of the actual service.

Phase	Transition	Description
Build	Manual	The actual service is built in this phase. If the built actual service matches the design produced in the Plan phase, you can manually transition the actual service to the Operate phase, making it available to the end-user community. Alternatively, you can return to the Plan phase to adjust the actual service plan. Next phase: Operate or return to Plan

Phase

Transition

Description

Build

Manual

The actual service is built in this phase.

If the built actual service matches the design produced in the Plan phase, you can manually transition the actual service to the Operate phase, making it available to the end-user community.

Alternatively, you can return to the Plan phase to adjust the actual service plan.

Next phase: Operate or return to Plan

Example: process and task owners complete their assignments to prepare for rollout of the new version. If the plan missed some details, you can return to the Plan phase to elaborate.

Operation

Includes the operational phases of the actual service.

Phase	Transition	Description
Operate	Manual	The mature service is available to the end-user community. If there is a replacement actual service available, you can manually transition this actual service to the Decommission phase. Alternatively, if something in theactual service needs to be changed, you can manually transition it back to the Build phase. Next phase:Decommission or return to Build
Decommission	Manual	The service definition is still active but ready to be retired or replaced. Alternatively, you can manually transition the original actual service back to the Operate phase. Next phase: Retired or return to Operate

Phase

Transition

Description

Operate

Manual

The mature service is available to the end-user community.

If there is a replacement actual service available, you can manually transition this actual service to the Decommission phase.

Alternatively, if something in theactual service needs to be changed, you can manually transition it back to the Build phase.

Next phase:Decommission or return to Build

Decommission

Manual

The service definition is still active but ready to be retired or replaced.

Alternatively, you can manually transition the original actual service back to the Operate phase.

Next phase: Retired or return to Operate

Example: the internal user community accepts the rollout of the new version. Problems are prioritized and resolved by the email service support team. When the next version (v3.0) is available, the organization migrates to that version and you want to decommission the current version (v2.0) from service.

Final (End)

Includes the closing phases of the actual service.

Phase	Transition	Description
Retired	Manual	The actual service is no longer available. Next phase: None, or return to Plan to start the process again, or return to Decommission while waiting for a replacement

Phase

Transition

Description

Retired

Manual

The actual service is no longer available.

Next phase: None, or return to Plan to start the process again, or return to Decommission while waiting for a replacement

Example: the v2 version of the email system is obsolete.