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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Key Performance Indicators for Problem Management
The Key Performance Indicators (KPIs) in the following table are useful for evaluating your Problem Management processes. In addition to the data provided by Service Manager, you may need additional tools to report all of your KPIs. To visualize trend information, it is useful to display KPI data in graph form.
For completeness, the ITIL 2011 and COBIT 4.1 KPIs are included below.
ITIL 2011 Key Performance Indicators
The following are ITIL 2011 KPIs for Problem Management:
- The total number of problems recorded in a given period (as a control measure)
- The percentage of problems resolved within the SLA targets; also the percentage not resolved within the SLA targets
- The number and percentage of problems that exceed target resolution times
- The backlog of existing problems, and the growth trend of the backlog (that is, static, reducing, or increasing)
- The average cost of handling a problem
- The number of major problems, including opened, closed, and backlogged
- The percentage of major problem reviews successfully performed
- The number of known errors added to the known error Database (KEDB)
- The percentage accuracy of the KEDB (from audits of the database)
- The percentage of major problem reviews that were completed successfully and on time
COBIT 4.1 Key Performance Indicators
The following are the COBIT 4.1 KPIs for Problem Management:
- Number of recurring problems that have a business impact
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Number of business disruptions caused by operational problems
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Percentage of problems recorded and tracked
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Percentage of problems that recur (within a time period), ranked by severity
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Percentage of problems resolved within the required time period
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Number of open, new, and closed problems, ranked by severity
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Average and standard deviation of the time lag between problem identification and resolution
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Average and standard deviation of the time lag between problem resolution and closure
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Average duration between the logging of a problem and the identification of the root cause
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Percentage of problems for which root cause analysis was completed
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Frequency of reports or updates to an ongoing problem, based on the problem severity
