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

Use > Build > Change Management > Change Analytics

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
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: Category Reason for change 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.

Filter option

Description

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:

Category
Reason for change

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
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
	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 You can select the horizontal axis to show either weeks or months. The chart automatically switches to the weekly view if the available data is all within the same calendar month. For the line chart to display, there must be data in at least two weeks so as to show a trend between two points. You can point to a marked data point to see: The KPI value at that time The delta in the KPI value compared to the preceding data point The relevant time range
All Standard Normal Emergency	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: To display comparisons of successful and unsuccessful changes with suggested action points as tooltips when you point to the icon . The comparisons are based on these change characteristics: A build and test plan Use of a build and test plan allows for a deployment package to be built and tested before actual implementation. You may increase success rate by greater use of build and test plans. Involved CIs Associating changes with involved CIs helps impact analysis, collision detection, and speeds up incident root cause analysis. You may increase success rate by associating more changes with their involved CIs. An execution task plan Use of an execution task plan helps minimize errors by setting prescribed and robust procedures. You may increase success rate by developing execution task plans in changes, and particularly in change models. To display the one or two most frequently used models responsible for unsuccessful changes. If a service is not already modeled, you may also see a suggestion to model it in SACM. For more information, see Actual services. Note This suggestion may be displayed only when viewing a specific service, and not overview mode.

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
	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 You can select the horizontal axis to show either weeks or months. The chart automatically switches to the weekly view if the available data is all within the same calendar month. For the line chart to display, there must be data in at least two weeks so as to show a trend between two points. You can point to a marked data point to see: The KPI value at that time The delta in the KPI value compared to the preceding data point The relevant time range
INSIGHTS	This part of the panel displays short observations about standard changes. You may see messages about: The difference in implementation time between standard and normal changes. The difference in success rate between standard and non-standard changes.
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
	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 change automation trends within the past 6 months. Note You can select the horizontal axis to show either weeks or months. The chart automatically switches to the weekly view if the available data is all within the same calendar month. For the line chart to display, there must be data in at least two weeks so as to show a trend between two points. You can point to a marked data point to see: The KPI value at that time The delta in the KPI value compared to the preceding data point The relevant time range
All Standard Normal	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: The difference in success rate between automated and non-automated changes. The percentage of fully automated changes out of all automated changes. The average duration of manual changes. This may point at potential manual labor savings to be made by automating the change.
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.