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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- 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)
Change Management Workflows
Change Management controls the process to request, manage, approve, and control changes that modify your organization’s infrastructure. This managed infrastructure includes assets such as, network environments, facilities, telephony, and resources. For user requests for products and services, refer to Request Fulfillment.
Change Management automates the approval process and eliminates the need for memos, E-mail, and phone calls.
Note The three change workflows (Standard, Normal, and Emergency) have an implementation phase but each are named differently: Execution, Deployment, and Implementation respectively. The names are by design and selected to match the types of activities for the flows as specified in ITIL. Because the activities are not same, the implementation phase in each workflow is named differently.
The Change Management process consists of the following activities, which are included in this chapter:
Note The following processes are depicted with a light blue border in each of the workflow diagrams in the following section.
- Change Proposal (process ST 2.0)
- Register RFC (process ST 2.1)
- Standard Change (process ST 2.2)
- Normal Change (process ST 2.3)
- Emergency Change (process ST 2.4)
- Review and Close Change (process ST 2.5)
