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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Change Analytics
Service Management's Change Analytics feature offers insights based on the available data, and suggestions for improvements in change management. It displays a graphical analysis of change management KPI performance. In addition, you can filter the service, the changes, and the time to sharpen your analysis.
How to access Change Analytics
To access Change Analytics, from the main menu, select Build > Change > Analytics.
Change Analytics User Interface (UI)
The Change Analytics UI includes the following:
Filter panel
Click the Filter button to display the following options.
Filter option | Description |
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Time range: | Allows you to select the time range the analysis is to include. |
Include only changes: |
Allows you to select changes to be included in the analysis according to:
For example, select Facilities as the category, and Legislation as the reason for change. |
Filter services by: | Allows you to further filter the selection of changes the analysis is to include. You can filter changes by fields of the affected service. |
Services bar
The services bar allows you to select different services for analysis.
Services bar option | Description |
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Overview | All services matching the current filter. Referred to as overview mode. |
Most changed services | A list of the services with the highest number of changes affecting them. |
Select a service | A drop-down list allowing you to select a service. |
Success rate panel
This panel displays the percentage of successful changes out of the selected changes. For KPI calculation purposes, a change is successful if it has a completion code of either Successful or Successful with problems, and has no incident related to it.
Note
- Service Management only displays insights and suggested action points when the number of successful and unsuccessful changes within your selection exceeds a minimum threshold.
- Change Analytics results are calculated on a daily basis. They are not real-time statistics.
UI | Description |
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Point to the icon to display Help content. | |
Click to configure the KPI settings for this panel. For more information, see How to configure KPI settings for Change Analytics. | |
Click to display a line chart showing the success rate trends within the past 6 months. Note
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Click to display the information for all changes, or each of the types of change. |
INSIGHTS |
This part of the panel displays a short observation about the success rate. You may see a message highlighting the percentage improvement needed to reach the goal. |
HOW CAN YOU IMPROVE? |
This part of the panel displays potential ways of improving the success rate. Guidance You might see a message giving you guidance about which services to improve to move the success rate KPI towards the goal. To do this, Service Management looks at the total number of changes affecting the different services as well as the number of unsuccessful changes and how these unsuccessful changes influence the overall success rate. Action points Click view suggested action points:
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Standard changes panel
This panel displays the percentage of standard changes out of the selected changes.
Note
- Service Management only displays insights and suggested action points when the number of standard and normal changes within your selection exceeds a minimum threshold.
- Change Analytics results are calculated on a daily basis. They are not real-time statistics.
UI | Description |
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Point to the icon to display Help content. | |
Click to configure the KPI settings for this panel. For more information, see How to configure KPI settings for Change Analytics. | |
Click to display a line chart showing the standard changes trends within the past 6 months. Note
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INSIGHTS |
This part of the panel displays short observations about standard changes. You may see messages about:
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HOW CAN YOU IMPROVE? |
This part of the panel displays potential ways of improving the standard changes KPI. You may see a message suggesting one or more normal change models as possible candidates suitable for conversion to a standard change model. To make this suggestion, Service Management looks at the models of changes which conform most closely to these parameters: low impact, low risk, and high rate of success. |
Change automation panel
This panel displays the percentage of changes with automated tasks in their execution plan, out of the selected changes. For KPI calculation purposes, an automated change is a change that has at least one automated task in its execution plan. Not all the tasks require to be automated.
Note
- Service Management only displays insights and suggested action points when the number of manual and automated changes within your selection exceeds a minimum threshold.
- Change Analytics results are calculated on a daily basis. They are not real-time statistics.
UI | Description |
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Point to the icon to display Help content. | |
Click to configure the KPI settings for this panel. For more information, see How to configure KPI settings for Change Analytics. |
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Click to display a line chart showing the change automation trends within the past 6 months. Note
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Click to display the information for all changes, or each of the types of change. |
INSIGHTS |
This part of the panel displays short observations about automated changes. You might see messages about:
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HOW CAN YOU IMPROVE? |
This part of the panel displays potential ways of improving the change automation KPI. You might see a message suggesting one or more change models may be suitable for adding automation. To make this suggestion, Service Management looks at the models of standard changes (with and without a task plan) and normal changes with a task plan. |
Suggested topic