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

Develop > Processes and Best Practices Guide > Problem Management Overview > Problem Management within the ITIL framework

Problem Management within the ITIL framework

The problem management process is described in ITIL’s Service Operation document. The document describes problem management as the process by which the lifecycle of all problems is managed.

The main benefits of problem management are improved service quality and reliability. As incidents are resolved, information about their resolution is captured. This information is used to identify and quickly resolve similar incidents in the future, and then to identify and fix the root cause of those incidents.

Problem management functions both reactively and proactively.

Reactive problem management resolves situations related to incidents. Reactive problem management is generally executed as part of the service operation process, and is based on incident history.
Proactive problem management identifies and solves issues and known errors before incidents occur. Reactive problem management is generally driven as part of the continual service improvement process.

By actively preventing incidents, instead of reacting to them, an organization provides better service and operates more efficiently.

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