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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- Configuration Management Overview
- Configuration Management within the ITIL framework
- Configuration Management application
- Micro Focus Universal Configuration Management Database
- Configuration Management process overview
- Input and output for Configuration Management
- Key performance indicators for Configuration Management
- RACI matrix for Configuration Management
Key performance indicators for Configuration Management
The Key Performance Indicators (KPIs) in the following table are useful for evaluating your Configuration Management processes. To visualize trend information, it is useful to graph KPI data periodically. Note that some KPIs cannot be reported by using only the data from Service Manager.
For completeness, the ITIL V3 and COBIT 4.1 KPIs are included below.
ITIL V3 key performance indicators
The following are ITIL V3 KPIs for Configuration Management:
- Percentage improvement in maintenance scheduling over the life of an asset
- Degree of alignment between provided maintenance and business support
- Assets identified as the cause of service failures
- Improved speed for Incident Management to identify faulty CIs and restore service
- Impact of incidents and errors affecting particular CI types, for example, from particular suppliers or development groups, for use in improving the IT service
- Percentage reuse and redistribution of under-utilized resources and assets
- Degree of alignment of insurance premiums with business needs
- Ratio of used licenses against paid for licenses (should be close to 100%)
- Average cost per user for licenses (that is, more effective charging options achieved)
- Achieved accuracy in budgets and charges for the assets utilized by each customer or business unit
- Percentage reduction in business impact of outages and incidents caused by Configuration Management
- Improved audit compliance
COBIT 4.1 key performance indicators
The following are the COBIT 4.1 KPIs for Configuration Management:
- Number of business compliance issues caused by improper configuration of assets
- Number of deviations identified between the configuration repository and actual asset configurations
- Percent of licenses purchased and not accounted for in the repository
- Average lag time period between identifying a discrepancy and rectifying it
- Number of discrepancies relating to incomplete or missing configuration information
- Percent of configuration items meeting specified service levels for performance, security, and availability
