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 |
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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". |
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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 |
|---|---|---|
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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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Problem Management and ITIL
The ITIL Service Operation publication describes Problem Management as the process responsible for managing the lifecycle of all problems. The main benefits of Problem Management are improved service quality and reliability. As incidents are resolved, Service Management captures information about their resolution. Service Management uses this information to identify and resolve similar new incidents quickly, and to identify and fix the root cause of those incidents. Problem Management functions both reactively and proactively.
Reactive Problem Management occurs when:
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The Service Desk creates a problem record when there is a suspected (or detected) cause of one or more Incidents.
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A technical support group analyzes an incident and concludes that an underlying problem exists, or is likely to exist.
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You create a problem record when Service Management automatically creates an incident that is triggered by event or alert tools that detected an application or infrastructure fault.
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A supplier or contractor notifies the Service Desk that a problem exists that must be resolved.
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Regular analysis of incidents cause you to create a problem record that will cause the underlying fault to be investigated.
Reactive Problem Management resolves situations related to incidents. Reactive Problem Management is generally part of Service Operation, and is based on incident history.
Proactive Problem Management identifies and solves issues and known errors before incidents occur. It is part of an initiative for continual service improvement. If you prevent incidents from happening, instead of reacting to them after they occur, an organization provides better service and higher efficiency.
Related topics
