Searching the Help
To search for information in the Help, type a word or phrase in the Search box. When you enter a group of words, OR is inferred. You can use Boolean operators to refine your search.
Results returned are case insensitive. However, results ranking takes case into account and assigns higher scores to case matches. Therefore, a search for "cats" followed by a search for "Cats" would return the same number of Help topics, but the order in which the topics are listed would be different.
Words and Phrases
| 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. |
Using Boolean Operators
| Search for | Operator | Example |
|---|---|---|
|
Two or more words in the same topic |
|
|
| Either word in a topic |
|
|
| Topics that do not contain a specific word or phrase |
|
|
| Topics that contain one string and do not contain another | ^ (caret) |
cat ^ mouse
|
| A combination of search types | ( ) parentheses |
|
ITIL 2011 Key Performance Indicators
The following are ITIL 2011 KPIs for Change Management:
- Number of changes implemented to services that met customer requirements (for example, quality/cost/time expressed as a percentage of all changes).
- Benefits of change expressed as the value of improvements made added to the value of negative impacts prevented or terminated as compared to the costs of the change process.
- Reduction in the number of disruptions to services, defects, rework caused by inaccurate specification, and poor or incomplete impact assessment.
- Reduction in the number of unauthorized changes.
- Reduction in the backlog of change requests.
- Reduction in the number and percentage of unplanned changes and emergency fixes.
- Change success rate (percentage of changes deemed successful at review, that is, the number of RFCs approved).
- Reduction in the number of changes in which remediation is required.
- Reduction in the number of failed changes.
- Average time to implement based on urgency/priority/change type.
- Incidents attributable to changes.
- Percentage accuracy in change estimate.
