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 |
|---|---|---|
| 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. |
Using Boolean Operators
| Search for | Operator | Example |
|---|---|---|
|
Two or more words in the same topic |
|
|
| Either word in a topic |
|
|
| Topics that do not contain a specific word or phrase |
|
|
| Topics that contain one string and do not contain another | ^ (caret) |
cat ^ mouse
|
| A combination of search types | ( ) parentheses |
|
- Get started
Service Management overview
Service Management is a comprehensive helpdesk solution that manages support and service requests, incidents, change requests, and problems. Service Management includes these modules that adhere to ITIL v3 best practice recommendations:
Plan
- Service Portfolio Management to define and manage service definitions
- Service Catalog Management to categorize and manage services and offerings
- Time Period Management to define and manage maintenance windows, blackout periods, work schedules, holidays, and events, for use in Change and Service Level Management
- Service Level Management to define and track review and resolution metrics for Incident and Service Request Management
- Vendor Management and Contract Management to organize internal and external vendors, and contracts with these vendors
- Idea and Proposal Management to collect and track service-related ideas and proposals, and align proposals with business objectives
- Application Portfolio Management to assess and prioritize the current application portfolio and determine which applications need to be modernized
- Project and Program Management to track and manage IT projects, programs, and project portfolios
Build
- Change Management with embedded normal, standard, and emergency workflows, task management, and change models
- Release Management with embedded workflow and models
- Knowledge Management to organize and reuse resources such as knowledge articles, solutions, user input, and historical knowledge
- Service Asset and Configuration Management with an integrated On-Premise Bridge to your local UCMDB instance
- Survey Management to create surveys that collect user feedback and enable problem analysis
- Procurement Management to create and manage vendor catalogs and purchase orders, and receive assets
Run
-
Service Request Management to fulfill support or service requests
-
Incident Management that includes embedded workflow and collaboration features
-
Problem Management with task planning, embedded workflow and collaboration features
-
On-Call Schedule Management to manage agent availability, and the distribution of tickets and notifications
-
Software Asset Management to manage, control, and protect software assets
-
Financial Management to view the financial aspects of various assets
All Service Management modules work together as a complete solution. You can personalize your instance when you add your own data, build forms, add business rules, modify workflows, and more to meet your organizational objectives.
Related topics
