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 Request Fulfillment
The Key Performance Indicators (KPIs) in the following table are useful for evaluating your Request Fulfillment processes. To visualize trend information, it is useful to graph KPI data periodically. In addition to the data provided by Service Manager, you may need additional tools to report on all of your KPI requirements.
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Title |
Description |
|---|---|
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Number of service requests |
The total number of Service Requests. The indicator is used as a control measure. |
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Size of backlog |
The size of current backlog of outstanding service. |
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Elapsed time |
The mean elapsed time for handling each type of Service Requests. |
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Average cost |
The average cost per type of Service Request. |
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Customer satisfaction |
The level of user satisfaction with the handling of Service Requests (as measured in some form of satisfaction survey). |
For completeness, the ITIL 2011 CSFs and KPIs are included below.
ITIL 2011 Critical Success Factors and Key Performance Indicators
The following are ITIL 2011 CSFs and KPIs for Request Fulfillment:
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CSF - Requests must be fulfilled in an efficient and timely manner that is aligned to agreed service level targets for each type of request
- KPI - The mean elapsed time for handling each type of service request
- KPI - The number and percentage of service requests completed within agreed target times
- KPI - Breakdown of service requests at each stage (e.g. logged, work in progress, closed etc.)
- KPI - Percentage of service requests closed by the service desk without reference to other levels of support (often referred to as "first point of contact")
- KPI - Number and percentage of service requests resolved remotely or through automation, without the need for a visit
- KPI - Total numbers of requests (as a control measure)
- KPI - The average cost per type of service request
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CSF - Only authorized requests should be fulfilled
- KPI - Percentage of service requests fulfilled that were appropriately authorized
- KPI - Number of incidents related to security threats from request fulfillment activities
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CSF - User satisfaction must be maintained
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KPI - Level of user satisfaction with the handling of service requests (as measured in some form of satisfaction survey)
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KPI - Total number of incidents related to request fulfillment activities
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KPI - The size of current backlog of outstanding service requests.
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