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 > Change Management Overview > Input and output for Change Management > Key performance indicators for Change Management

Key performance indicators for Change Management

The Key Performance Indicators (KPIs) in the following table are useful for evaluating a Change.

Key Performance Indicators for Change Management
Title	Description
% of unauthorized changes	Percentage of unauthorized implemented changes in a given period. A change in the infrastructure without a registered change request is considered unauthorized.
% of incidents caused by changes	Percentage of incidents caused by the implementation of a change in a given period.
% of emergency changes	Percentage of the total number of closed emergency changes in a given period.
% of successful changes	Percentage of the total number of closed changes successfully implemented in a given period.
% of backed out changes	Percentage of the total number of closed changes for which a remedy plan is activated in a given period.
% of rejected changes	Percentage of the total number of closed changes rejected in a given period.
Average time per phase	Average amount of time spent on each of the distinct change phases in a given period. Validation, Risk and Impact Analysis, TCAB Approval, Build and Test, DCAB Approval, Deployment, Post Implementation Review, CMDB Update, and Closure.

For completeness, the ITIL 2011 and COBIT 4.1 KPIs are included in the following sections.