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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- Change Management overview
- What are changes?
- When should I use Change Management instead of Request Management?
- Priority, impact, and urgency
- Change categorization
- Hover-over forms for change records
- Managing approvals in Change Management
- Message Group Definition record
- Default change categories
- Managing Change Management messages
- Managing events
- Managing alerts
- Change workflows
- Change identifiers
- Time and date stamps
- Assessment capability
- Change prioritization
- Change scheduling
- Change records and CIs
- Role-based authorization
- Change notification and escalation
- Change Management Audit trail
- Change archival
- Change Access Control
- Management reports generation
- Change Management Audit trail
- Release Management
Change workflows
The Service Manager Change Management module implements ITIL processes for change management. The module ensures that standardized methods and procedures are used for efficient and prompt handling of all changes to an organization’s infrastructure, from the time the need for the Change is realized until the time the Change is fully executed. Workflows for Normal, Standard, and Emergency changes are provided and additional workflows can be added by the customer if required by their processes. Each of these workflows enables personnel and management to:
- Create a request for change (RFC) record, assigning a unique number against which all activity can be tracked and reported
- Within a change record, identify the tasks (work processes) required to accomplish the change
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Follow, track, and query changes through the entire implementation cycle
Workflow phases identify the logical sequence of repeatable steps within the change implementation cycle. There is also a visualization of the current phase, previous, and potential future phases of the RFC.
Response-time objectives are available for both changes and change tasks. These objectives set goals for the amount of time required to move the record from one phase to another and have associated business rules, alerts, escalations, and notifications.
