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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Request Fulfillment within the ITIL framework
Request Fulfillment is addressed in ITIL’s Service Operation publication. The document describes Request Fulfillment as the process responsible for dealing with Service Requests. Many of these are actually small-sized, low cost, frequently performed, and low-risk, which means they are better handled by a separate process rather than being allowed to congest and obstruct the normal incident and change management processes.
Request Fulfillment enables you to meet the following business objectives:
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Maintain user and customer satisfaction through efficient and professional handling of all service requests.
- Provide a channel for users to request and receive standard services for which a pre-defined authorization and qualification process exists.
- Provide information to users and customers about the availability of services and the procedures for obtaining them.
- Source and deliver the components for requested standard services such as licenses and software media.
- Assist with some general information, complaints or comments.
Request Fulfillment includes the following key features:
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Request model, which defines the prerequisites, required authorizations, and sequenced or parallel standard tasks to fulfill the service request
- A detailed, customizable catalog of products
- Scheduling of service requests and tasks
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Automated request fulfillment
- Order and stock management
- Interaction with other Service Manager applications, such as Service Catalog, Configuration Management, Service Desk, Incident Management, Change Management, and Service Level Management
- Integration with other Service Manager applications, such as Configuration Management and Change Management.
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Integration with other products, including:
- Providing a common web service interface so that other products are able to access service requests and tasks
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Integration with Asset Manager for request fulfillment billing
