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 |
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| A single word | cat
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Topics that contain the word "cat". You will also find its grammatical variations, such as "cats". |
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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 |
|---|---|---|
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Two or more words in the same topic |
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| Either word in a topic |
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| Topics that do not contain a specific word or phrase |
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| Topics that contain one string and do not contain another | ^ (caret) |
cat ^ mouse
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| A combination of search types | ( ) parentheses |
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Service Desk within the ITIL framework
Service Operation is one of five core publications from ITIL that covers the service lifecycle. The purpose of service operation is to deliver agreed-on levels of service to users and customers, and to manage the applications, technology, and infrastructure that support delivery of the services.
The service desk is a key function of service operation. It provides a single, central point of contact for all users of IT. Service desk staff execute the incident management and request fulfillment processes to restore normal service to users as quickly as possible. Restoring normal service could involve fixing a technical fault, fulfilling a service request, or answering a query — whatever is needed to enable users to return to their work. The service desk logs and manages customer interactions and provides an interface to other service operation processes and activities.
ITIL 2011 notes these specific responsibilities of a service desk:
- Logging, categorizing, and prioritizing all calls
- Providing first-line investigation and problem diagnosis
- Resolving incidents or service requests when first contacted or whenever possible
- Escalating incidents and service requests that cannot be resolved within agreed-on time limits
- Closing resolved incidents, requests, and other calls
- Communicating with users to keep them informed of progress, impending changes, agreed-on outages, and other such notifications
