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 Manager9.51

Use > Problem Management > Problem Management overview > Problem Management implementation

Problem Management implementation

You should implement Problem Management to run concurrently with incident Management because it relies heavily on data gathered through the incident management process. The quality of proactive Problem Management depends on monitoring service successfully and the quality of the data recorded. Issues and incidents must be identified, recorded, classified, investigated, and diagnosed by knowledgeable users. To be effective, Problem Management requires the following input:

Well recorded incidents and issues
Reactive analysis of incidents and issues
Proactive analysis of the IT infrastructure
Input from involved personnel, such as support staff, developers, vendors, trainers
Discovered solutions

It often works well to begin with reactive analysis of incidents and issues, then continue with proactive analysis of the IT infrastructure after gathering data. Proactive Problem Management relies heavily on established service monitoring and data gathering.

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