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

ITIL 2011 Key Performance Indicators

The following are ITIL 2011 KPIs for Problem Management:

The total number of problems recorded in a given period (as a control measure)
The percentage of problems resolved within the SLA targets; also the percentage not resolved within the SLA targets
The number and percentage of problems that exceed target resolution times
The backlog of existing problems, and the growth trend of the backlog (that is, static, reducing, or increasing)
The average cost of handling a problem
The number of major problems, including opened, closed, and backlogged
The percentage of major problem reviews successfully performed
The number of known errors added to the known error Database (KEDB)
The percentage accuracy of the KEDB (from audits of the database)
The percentage of major problem reviews that were completed successfully and on time