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.
|A single word||
||Topics that contain the word "cat". You will also find its grammatical variations, such as "cats".|
You can specify that the search results contain a specific phrase.
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.
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||
|A combination of search types||
- Document Engine
- Web Services
- Tailoring Best Practices
- Process Designer Tailoring Best Practices
- Processes and Best Practices
- Service Desk Overview
- Service Desk Workflows
- Service Desk Details
- Incident Management Overview
- Incident Management Workflows
- Incident Management Details
- Problem Management Overview
- Problem Management Workflows
- Problem Management Details
- Change Management Overview
- Change Management Workflows
- Change Management Details
- Knowledge Management Overview
- Knowledge Management Workflows
- Knowledge Management Details
- Configuration Management Overview
- Configuration Management Workflows
- Configuration Management Details
- Request Fulfillment Overview
- Request Fulfillment Workflows
- Request Fulfillment Details
- Service Level Management Overview
- Service Level Management Workflows
- Service Level Management Details
- Release and Deployment Management
- Service Desk (Streamlined Interaction)
- Operational Reports
- Service Manager Open Source and Third-Party Software License Agreements
- Service Portal Open Source and Third Party Software License Agreements
Service Manager enables organizations to manage their IT infrastructures efficiently and effectively. This document describes the best practice Process Designer workflows that are standard with out-of-box Service Manager applications. It includes high-level workflow diagrams and step-by-step guidelines for the following Process Designer based modules: Change Management, Service Desk, Incident Management, Problem Management, Request Fulfillment, Knowledge Management, and Service Level Management.
The Service Manager best practice workflows are aligned with the Information Technology Infrastructure Library (ITIL) standard, a widely recognized source of guidelines for Information Technology Service Management (ITSM).
This document is based on the out-of-box implementation of Service Manager Codeless. For customers on Service Manager Hybrid, we recommend that you also implement the Codeless workflows described in this document by using the Process Designer technology.