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 Change Management:

Number of disruptions or data errors caused by inaccurate specifications or incomplete impact assessment.
Extent of application rework caused by inadequate change specifications.
Minimum time and effort required to make changes.
Percentage of emergency fixes.
Percentage of unsuccessful changes to the infrastructure due to inadequate change specifications.
Number of changes not formally tracked, reported, or authorized.
Number of backlogged change requests.
Percentage of changes recorded and tracked with automated tools.
Percentage of changes that follow formal change control processes.
Ratio of accepted and refused change requests.
Number of different versions of each business application or infrastructure being maintained.
Number and type of emergency changes to the infrastructure components.
Number and type of patches to the infrastructure components.