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 Manager9.52

COBIT 4.1 Key Performance Indicators

The following are the COBIT 4.1 KPIs for Problem Management:

Number of recurring problems that have a business impact
Number of business disruptions caused by operational problems
Percentage of problems recorded and tracked
Percentage of problems that recur (within a time period), ranked by severity
Percentage of problems resolved within the required time period
Number of open, new, and closed problems, ranked by severity
Average and standard deviation of the time lag between problem identification and resolution
Average and standard deviation of the time lag between problem resolution and closure
Average duration between the logging of a problem and the identification of the root cause
Percentage of problems for which root cause analysis was completed
Frequency of reports or updates to an ongoing problem, based on the problem severity