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
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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 KPIs
Key Performance Indicators (KPIs) are useful for evaluating your Problem Management processes. In addition to the data provided by Service Management, you may need additional tools to report all of your KPI requirements. To visualize trend information, it is useful to graph KPI data.
| Metric | Description |
|---|---|
| Average time to diagnose | Average time to diagnose problems and pinpoint the root cause and the known errors in a specified time period. |
| Average time to fix | Average time to fix known errors. |
| Number of new problems | Total number of problems recorded in a specified time period. |
| Number of solved problems | Total number of problems solved in a specified time period. |
| Incidents caused by problems | The number of incidents occurring before the problem is resolved in a specified time period. |
ITIL V3 KPIs
ITIL V3 recommends that you measure these performance indicators:
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Total number of problems recorded in the period (as a control measure).
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Percentage of problems resolved within Service Level Targets.
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Percentage not resolved within Service Level Targets.
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Number and percentage of problems that exceed target resolution times.
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Backlog of existing problems and the trend (static, declining, or increasing).
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Average cost of handling a problem.
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Number of major problems, including opened, closed, and in the backlog.
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Percentage of successful major problem reviews.
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Number of known errors added to the Known Error database.
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Percentage of accuracy of the Known Error database, based on audits of the database.
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Percentage of major problem reviews completed successfully and on time.
COBIT 4.1 KPIs
COBIT 4.1 recommends that you measure these performance indicators:
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Number of disruptions or data errors caused by inaccurate specifications or incomplete impact assessment.
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Amount of application rework caused by inadequate change specifications.
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Reduced time and effort required to make changes.
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Percent of total changes that are emergency fixes.
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Percent of unsuccessful changes to the infrastructure due to inadequate change specifications.
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Number of changes not formally tracked, reported, or authorized.
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Number of backlogged change requests.
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Percent of changes recorded and tracked with automated tools.
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Percent of changes that follow formal change control processes.
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Ratio of accepted to refused change requests.
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Number of different versions of each business application or infrastructure being maintained.
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Number and type of emergency changes to the infrastructure components.
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Number and type of patches to the infrastructure components.
RACI Matrix KPIs
The Responsible, Accountable, Consulted, and Informed (RACI) matrix describes the roles and responsibilities of various teams or people in delivering a project or operating a process. It is especially useful in clarifying roles and responsibilities in cross-functional/departmental projects and processes. RACI measures the following performance indicators where:
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R=Responsible person
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A=Accountable person
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C=Consulted person
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I=Informed person
|
Process ID |
Activity |
Prob Mgr |
Prob Coord. |
Prob Analyst |
Chg Coord. |
|---|---|---|---|---|---|
| SO 4.1 | Problem Detection, Logging, Categorization and Assignment | A/I | R | ||
| SO 4.2 | Problem Prioritization and Planning | A/R | C | ||
| SO 4.3 |
Problem Investigation and Diagnosis |
A | R | R | |
| SO 4.4 |
Known Error Logging and Categorization |
A | R | ||
| SO 4.5 | Known Error Investigation | A | R | ||
| SO 4.6 | Known Error Solution Acceptance | A/R | C | ||
| SO 4.7 | Known Error Resolution | A | R | R | R |
| SO 4.8 | Problem Closure and Review | A/R | C | ||
| SO 4.9 | Problem and Known Error Monitoring | A/R | C |
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