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 |
|---|---|---|
| A single word | cat
|
Topics that contain the word "cat". You will also find its grammatical variations, such as "cats". |
|
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 |
|---|---|---|
|
Two or more words in the same topic |
|
|
| Either word in a topic |
|
|
| Topics that do not contain a specific word or phrase |
|
|
| Topics that contain one string and do not contain another | ^ (caret) |
cat ^ mouse
|
| A combination of search types | ( ) parentheses |
|
Business service groups
A business service group collects information about all resources that support an enterprise business service. The group lists the Configuration Items (CIs), documents, resources, service level agreements (SLAs), and other components. A business service group can contain:
- One or more SLAs
- Owners, such as a Change Manager or a Problem Manager
- CIs that have hierarchical relationships with other CIs
The CIs in a business service group are usually subject to change control.
Business service group attributes
The following table lists the ITIL attributes of a Configuration Item (CI) in a business service group.
| Attribute | Description |
|---|---|
| Category | CI classification, such as hardware, software, documentation, or employee. |
| Change numbers | Contains the identification numbers of all change records that affect the selected CI. |
| Child CI relationship | The unique identifiers for all child CIs of the selected CI. |
| CI name | The unique name for the selected CI by type. |
| Comment | Contains text, such as a description of how the selected CI version is different from the former version. |
| Unique ID | A unique number that identifies the selected CI. For example, a software copy number, a serial number, or an employee ID. |
| Incident numbers | The identification numbers of all incident records that affect the selected CI. |
| Location | The physical location of the CI. For example, software might be on a CD in a media library; a hardware CI would be in a room or office, on a specific floor, and in a specific building. |
| Owner responsible | Name or title of the person responsible for the CI. |
| Parent CI relationship | The unique identifier for the parent CI of the selected CI. |
| Problem numbers | The identification numbers of all problem records that affect the selected CI. |
| Relationships | Describes the relationship of the selected CI to other CIs that are not parent or child CIs. For example, a description might be "uses the xxxx CI," "connects to the xxxx CI," "accesses the xxxx CI," and so on. |
| Responsibility date | The date that the owner took responsibility for the CI. |
| RFC numbers | The identification numbers of all change request records that affect the selected CI. |
| Status (current) | The current status of the CI, such as test, live, or archive. |
| Status (scheduled) | The next scheduled status of the CI with the date of (or name of the event that triggers) the status change. |
| Supply date | When the organization acquired the CI. |
| Type | Describes the selected CI type with more detailed category information, such as software bundle, hardware device, employee name, or vendor/supplier name. |
| Version number | The version number of the CI. |
| SLA numbers | The identification numbers of all Service Level Agreement records that affect the selected CI. |
Add a business service CI record
Applies to User roles: Configuration Manager
Configuration Administrator
Configuration Auditor
To add a business service CI record, follow these steps:
- Click Configuration Management > Resources > Search CIs.
- Click New. The Add New Device wizard opens.
- Select Business Service from the list, and then click Next. The New Configuration Item form opens.
- Enter the information to complete the configuration item (CI) record, and then click Add.
Service Manager creates the CI record and assigns it a unique identifier. - Click OK.
Update a business services CI record
Applies to User roles: Configuration Manager
Configuration Administrator
Configuration Auditor
To update a business services CI record, follow these steps:
- Click Configuration Management > Resources > Search CIs.
- Use search or advanced search to find one or more records. In the Type field list, select Business Service.
- Select a record from the record list.
- Type new values into the applicable fields in the record.
- Click Save & Exit.
View related records for a CI record
Applies to User roles: Configuration Manager
Configuration Administrator
Configuration Auditor
To view related records for a CI record, follow these steps:
- From the detail list toolbar of a CI record, click More or the More Actions icon.
- Click Related.
- Click the type of related record that you want to view.
The menu list includes the following types of related records:- Interactions
- Incidents
- Changes
- Problems
- Requests
- Documents
- Known Errors
-
Click Open to open a new record of the selected type or click View Existing to open an existing record of the selected type.
Note
- For Requests and Documents, only the View Existing option is available.
- The Documents option is available only for CIs of the Business Service type, because only a Business Service CI can be specified in the Associated Service field in a knowledge document.
- You can only view published knowledge documents to which you have access from the business service CI record.
Tip You can also go to the Related Documents tab to view related knowledge documents associated with a business service CI. For more information, see Configuration items details.
To view the counts of each related record type except Documents, click Count Related Records. The count of related knowledge documents is displayed on the label of the Related Documents tab.
