RFT for Service Desk tool



[Type the company name][Year]RFT for Service Desk tool[Type the document subtitle]Murali Ramakrishnan<rft-document ”itsm_comparison”>Contents TOC \o "1-3" \h \z \u 1Using this template with KCA for auto-comparison PAGEREF _Toc367254270 \h 11.1The selection process: PAGEREF _Toc367254271 \h 11.1.1Preparation: PAGEREF _Toc367254272 \h 11.1.2Invite response: PAGEREF _Toc367254273 \h 11.1.3Compare and select PAGEREF _Toc367254274 \h 11.2Using this template: PAGEREF _Toc367254275 \h 11.3Rating: PAGEREF _Toc367254276 \h 21.4The final output: PAGEREF _Toc367254277 \h 21.Instructions PAGEREF _Toc367254278 \h 31.5Responses PAGEREF _Toc367254279 \h 31.6Functional Response Rating PAGEREF _Toc367254280 \h 31.7Additional notes PAGEREF _Toc367254281 \h 31.8Acronym Key PAGEREF _Toc367254282 \h 32COMPANY AND BUSINESS OVERVIEW PAGEREF _Toc367254283 \h 32.1Company overview PAGEREF _Toc367254284 \h 32.2Service Desk Operational Requirements PAGEREF _Toc367254285 \h 42.3List the ITSM / ITIL processes currently implemented: PAGEREF _Toc367254286 \h 42.4List the ITSM / ITIL processes desired for future implementation: PAGEREF _Toc367254287 \h 42.5Project Team PAGEREF _Toc367254288 \h 43RFP Process PAGEREF _Toc367254289 \h 43.1RFP Conditions PAGEREF _Toc367254290 \h 43.1.1Contact and Communications PAGEREF _Toc367254291 \h 43.1.2RFP Bid Response PAGEREF _Toc367254292 \h 43.2Bid schedule PAGEREF _Toc367254293 \h 53.3Legal terms and conditions PAGEREF _Toc367254294 \h 63.3.1Contractual Authority PAGEREF _Toc367254295 \h 63.3.2General Conditions of Contract PAGEREF _Toc367254296 \h 63.3.3Contract Length and Effective Date of Pricing PAGEREF _Toc367254297 \h 64Vendor and Product Information Response PAGEREF _Toc367254298 \h 75Pricing and Services PAGEREF _Toc367254299 \h 86Technical functional requirements PAGEREF _Toc367254300 \h 137General functional requirements PAGEREF _Toc367254301 \h 278Request fulfilment requirements PAGEREF _Toc367254302 \h 299Incident Management requirements PAGEREF _Toc367254303 \h 3110Problem Management requirements PAGEREF _Toc367254304 \h 3611Change management requirements PAGEREF _Toc367254305 \h 4112Service catalogue requirements PAGEREF _Toc367254306 \h 4613Service Level Management requirements PAGEREF _Toc367254307 \h 4814Configuration Management requirements PAGEREF _Toc367254308 \h 5015Knowledge Management PAGEREF _Toc367254309 \h 5516Release Management PAGEREF _Toc367254310 \h 5817Capacity-Availability Management requirements PAGEREF _Toc367254311 \h 6218Financial Management requirements PAGEREF _Toc367254312 \h 6419Program Project Management PAGEREF _Toc367254313 \h 6520Self service requirements PAGEREF _Toc367254314 \h 6721Reporting requirements PAGEREF _Toc367254315 \h 68Using this template with KCA for auto-comparisonThis template is an “intelligent” word document that is machine readable by the tool “Kloudax Comparison Assistant” (KCA). (.au/software). If you need any assistance, please contact info@process-.auIf you want to use the template without the tool, you can still do so. Just delete the sections that are not relevant.This template provides a typical RFT criteria to be used to evaluate Service Desk tools. We acknowledge that the contents are taken from Cherwell Software’s RFT Excel spreadsheet. ()The selection process:The selection process involves 3 steps:Preparation:Prepare this template to suit your organisation. Review the service desk features that are required. Feel free to tailor the rating criteria.Invite response:Send out the RFT to selected vendors for self rating. The response has to be in Word format. They can include additional supporting document in PDF pare and selectWhen you receive the responses, review it and upload to KCA tool. KCA automatically generates a comparison matrix for you.The ratings can be exported to Excel so that you can perform further analysis.Using this template:This template can be used as a free format word documents. Whenever you want to analyse/compare, use the specific tags. The tags supported are:<criteria_heading><criteria><response><key_words>When you send this document to the vendors for responding, you may like to remove the <key_words> field which is meant to be used by the assessing organisation.Even if you do not enter <key_words> in this document, you can enter directly using the tool later.Rating:When you upload the documents in the KCA tool, it looks for the keywords in the <response> field and gives a “seed rating”. ValueDescription <response>0 not supported1Customization required3 configuration required5fully compliantYou are not limited to these choices, you can customise the description to suit to your needs and map to the rating scale.Example:?<criteria_heading><criteria> <response><response>Comments <key_words>RF-005Ability to provide email notification of request completion to request owners and fulfillers.?Compliant_with_configurationThis feature can be configured?Full=5, configuration=3, customization=1In the above example, since the vendor has mentioned “compliant_with_configuration”, a rating of 3 is provided by the tool.Please note that you can search any keyword within the <response> . For example, if you are looking for a support in a specific geographic location, say New Zealand, you can define “New Zealand”=5”and search within the support response.In addition, you can search within the vendor manuals (PDF, html, word) for any keywords.You can override the “seed rating” to your own rating based on your own assessment of the response and knowledge about the tool.The final output:The final output is a comparison matrix:InstructionsResponsesThis vendor response questionnaire will be used to determine the vendor's functional capability and score. It is imperative that vendors answer the questions in accordance with the guidelines provided below. Vendors' responses will be verified during the on site visit activities. It is also assumed that the vendor will provide full proof of the capabilities declared in this questionnaire. Failure by a vendor to provide honest responses will be grounds for disqualification from the RFP process.Functional Response RatingYou can associate any response keywords to the rating of 1 to 5. The typical scales used are:ValueDescription0 not supported1Customization required3 configuration required5fully compliantAdditional notesIn all the remaining functional response tabs (e.g. Technical, Change, Release, etc.), vendors can choose from five options to indicate their compliance with each requirement. Acronym KeyOOTB: out of the boxRFC: request for changeCI: configuration itemRCA: root cause analysisSaaS: software as a serviceGSA: General Services Administration API: application programming interfaceLDAP: Lightweight Directory Access ProtocolHIPAA: Health Insurance Portability and Accountability ActPPM: Project Portfolio ManagementMDR: Managed Data RepositoryPSA: Projected Service AvailaiblityFSC: Forward Schedule of ChangesCOMPANY AND BUSINESS OVERVIEWCompany overviewOfficial Company Name:Privately held or publicCompany URL:Total number of employees:Total number of service desk staff:Total number of service desks:List service desk country locations:Supported languages:Do you provide internal support (employees), external support (customers), or both?Total number of end-users supported:Service Desk Operational RequirementsList the ITSM / ITIL processes currently implemented:Please list the ITSM/ITIL processes supported by your tool:List the ITSM / ITIL processes desired for future implementation:Please list the ITSM/ITIL processes that will be implemented in the future. Please include product road map, if available.Project TeamDescribe your company's RFP team - names, titles, organizational responsibility, and key contact for RFP processRFP ProcessRFP ConditionsContact and CommunicationsAll communications related to this RFP should be directed in writing to the following:Bid manager: [Name, Title]Email: Postal address: Telephone: Fax:RFP Bid ResponseBidders are required to complete all of the following sections, with responses in fewer than 200 words. Bidders are required to use this template. Supplementary documentation for the sole purpose of clarification or as an example as explicitly requested in the RFP may be annexed to the Bid response, but only in Microsoft Word, Excel, or PowerPoint format.ConfidentialityThe information in this RFP is confidential and may not be copied, exhibited, or furnished to others without the prior written consent. This RFP may not be submitted to another party for response. Bidders may, however, provide the specifications to their subcontractors and material suppliers for the sole purpose of obtaining related information necessary to meet the requirements of the RFP.Similarly, Bidders’ responses are considered confidential, although we reserve the right to employ one or more consultants to assist in analyzing the Bid responses. All consultants will also be bound under nondisclosure agreements.Cost of preparing bid proposalsExpenses incurred in the preparation of responses to this RFP or attendance at any in-person meetings are the Bidders’ sole responsibility and will not be reimbursed. Right of rejection/acceptance of bid proposalsWe reserves the right to accept or reject any or all proposals in whole or in part, to waive any informality in proposals received, and to make an award at its absolute discretion.Late bid proposalsAll proposals must be sumitted by the assigned closing date/time.Modification of RFPWe reserve the right to modify any provisions or parts of the RFP documents at any time before expiration of the original RFP submission due date. The closing date set forth in this RFP also may be extended at any time before the original RFP Bidder submission due date.Withdrawal of a bid proposalBidders may, without prejudice, modify, withdraw, or resubmit their proposals by written request, provided that revised proposals are received prior to the RFP closing date. A new proposal must clearly state, “This proposal supersedes the proposal of (date).”Ownership of bid proposalsBidders’ responses received shall remain the property of our company and will not be returned.Responsibility and liabilityBidders are liable for any errors made on their part.Our company makes no guarantees that any contract for any or all of the estimated services included within this RFP will be issued, or that estimated levels of consumption will be maintained through the duration of the contract terms that result. Our company will not be liable for any loss that may be incurred by the Bidders as a result of forward provisioning of resources in anticipation of contracts being placed, where such contracts do not eventuate.Vendor briefings and site visitsBidders may be required to attend information briefings and/or site visits. Bidders will be given appropriate advance notice by email so that any necessary travel arrangements may be made.Bid scheduleTaskDue date*CommentPhase 1— Bidder qualification round ??RFP issuance; Acknowledgement of Intent to Bid form due [DATE]Send a letter electronically to Bid Manager acknowledging intention to bid.Bidder final questions due??[DATE]Submit list of questions referencing the section number in Word format for all clarification requests by the Bidder provided.Responses to Bidders’ questions due[DATE]We will attempt to answer questions received after this date but cannot guarantee a timely response.Bidders’ responses due??[DATE]Send the following to the Bid Manager:Soft copy via emailx number of hard copiesx number of DVDs or CDsPhase 1 evaluation completed??[DATE]Bid team selects the short list of Bidders who will advance to Phase 2.Phase 2 Short list bidder round??Follow-up questions are issued[DATE]?Bidders' responses due??[DATE]?Phase 2 evaluation completed[DATE]Analysis of detailed Bidder responses, comparison of location-level pricing, and on-site presentations.Phase 3 Bid award?Contract negotiations and final award. Implementation[DATE]Implementation immediately follows contract award.*Bidders must adhere to these timelines. Failure to do so may result in disqualification from the bid process.Legal terms and conditionsContractual Authority The issuing company warrants that it has the authority to enter into any contract that is awarded from this RFP on behalf of its subsidiaries (as defined in Corporations Law) and affiliates. Same company enters into such a contract on its own behalf and as the agent of these subsidiaries and affiliates. Contracts arising from this RFP will be between the issuing company and the selected Service Provider.General Conditions of ContractThis RFP is not an offer to contract. Acceptance of a response neither commits the issuing company to award a contract to a Bidder nor limits the issuing company's right to competitively bid or negotiate in its best interest.Each proposal submitted by a Bidder shall constitute an offer to supply in accordance with this RFP.The issuing company's award decisions will be based on multiple factors including but not limited to bid quality, overall cost effectiveness, SLAs, service implementation lead times, or other factors that the company may deem relevant. The issuing company reserves the right to contract with Bidders for reasons other than lowest price.Proposals shall remain open and valid for acceptance by the issuing company for 360 days after the RFP closing date.Contract Length and Effective Date of PricingLength of contract award:Optional extension of award:Vendor and Product Information Response?<criteria_heading><criteria> <response><key_words>VP-001Describe the history of your IT service Management tool offerings, including:?VP-0011Initial release date?VP-0012Current version number?VP-0013Development history?VP-002Describe your product road map and strategy for the next three years.?VP-003Describe third-party software packages that are required for your IT service management tool to function correctly (for example, application servers, Web servers, business intelligence (BI), databases, agents or clients for backup, or software distribution and security.?VP-004Describe your upgrade methodology, including the tracking system, not only to report on the status of the upgrade, but also to record problems and bugs.?VP-005Provide a list of any user groups, social-networking sites or public discussion areas relating to your product or service offerings.?VP-006If SaaS model, do you have any pre-scheduled maintenance windows? and describe extent of impact -- e.g., application totally / partially unavailable.?VP-0061If so, provide business hours:?VP-0062Availability?VP-0063Maintenance window schedule ?VP-0064Describe extent of impact -- e.g., application totally / partially unavailable?VP-007How often do you produce a major software release? ?VP-0071Are these included in the licensing for annual maintenance??VP-008How often do you produce a maintenance (bug fix) release???Product Capabilities — Beyond Requested Scope ?VP-009Describe any other product capabilities and functions that may be of interest or value to the IT service management project. Pricing and Services?<criteria_heading><criteria>Vendor Product, Maintenance, & Support Pricing <response><key_words>PS-001Describe your pricing model. For example, for traditional licensing models, this might include an initial fee, per seat fee, and maintenance fees and terms.?PS-0011List all modules and their list prices?PS-0012List all role based license types and their prices?PS-0013Initial server fee pricing?PS-0014Any fixed and floating licenses?PS-0015List typical installation and configuration charges?PS-002Describe your suite bundling options versus stand-alone modules.?PS-003Do you extend terms and discounts negotiated to future purchases for a defined period of time??PS-004Do you extend any discounts to non-profit organizations or GSA??PS-005Describe additional costs for disaster recovery, staging or testing environments.?PS-006Describe any special licensing required for administrators.?PS-007Describe the costs for any APIs or integration engines to meet integration requirements listed in the functional requirements section.?PS-008Describe the cost per end-user for the ability to use self-service or knowledge base.?PS-009Do you offer subscription-based pricing (such as a SaaS or on-demand model)??PS-010Describe your pricing structure for SaaS or on-demand models. For example, is the billing per user per month??PS-011Describe the ability to move to and from SaaS and on-premises licensing. ?PS-012Are published price lists publicly available on your website??PS-013Are discounted price lists available on the site??PS-014Describe your pricing for the most-basic maintenance package, and summarize the services, deliverables and terms included (for example, bug fixes, patches, service packs and associated services).?PS-015Initial server fee pricing?PS-016Do you price maintenance as a percentage of total discounted license purchases (as opposed to basing it on the list price)??PS-017Do you offer caps on year-over-year increases in maintenance fees??PS-018Do you provide for a source code escrow account that an organization can access in case a company is acquired or a product is discontinued??PS-019What percentage of your customers are on maintenance contracts? Detail the average duration of these contracts and the average renewal rate.??Licenses PS-020Do you have a "named" or "concurrent" user license model? Provide details?PS-021What is the recommended ratio of users to Concurrent licenses? What is this based on? Provide details.?PS-022What are your production server licensing requirements? ?PS-0221Selfhost??PS-0222Saas??PS-023Do you provide a test and/or dev environment as well? ?PS-0231Is this included in the base server licensing costs??PS-0232Self-host??PS-0233Saas??PS-024Does your solution have a hard "lock out" if concurrent licenses are exceeded? Is there a grace threshold? For example, ten percent??PS-025Do you have a minimum number of licenses??PS-026Do you have a minimum increment in licenses additions??PS-027Does a licenses include access to all installed modules? Or are the modules licensed separately??PS-028Describe what type of licensing is required for a non-IT business executive to access realtime dashboards in the tool??PS-029Do you have an enterprise licensing model? If yes, at what point is it economically better to have an enterprise licensing model???Training, Services and Support PS-030Describe your professional services during implementation (asset management, service-level management and service catalog); includes workshops, best practices and documentation. ?PS-031Describe your administration training (describe options and provide costs).?PS-032Describe your seat holder training (describe options and provide costs).?PS-033Describe any other miscellaneous costs to implement solution not already listed above to meet requirements.?PS-034Describe the available support options. Include a description of the support center, staffing levels, and escalation procedures.?PS-0341Describe the support Center?PS-0342Describe staffing levels?PS-0343Describe escalation procedures?PS-035Do you offer 24x7 technical support? If not, what are your support windows??PS-036Describe your average turn-around times for support issues in your customer support organization over the past 12 months??PS-0361What is the average telephone wait time for support calls in your customer support organization over the past 12 months??PS-037Describe the use of internet based support of the solution including knowledgebases and technician access (online chat) ?PS-038Describe both online and in person Training options (e.g. on-demand CBT)?PS-039Are there training videos provided? What is the medium??PS-040What is the Vendor's expection for customer's technical resources to be able to support this? (e.g. Java Scripting)?Technical functional requirements?<criteria_heading><criteria> Installation and Upgrade <response><key_words>TR-001Describe how customization of your software affects product support/maintenance agreements?TR-002Describe the ability of the solution to carry forward, to new releases, the modifications and customizations created within the supported elements of the package?TR-003Describe your recommendations standard schedule for new software version releases??TR-004Describe how software maintenance is applied (full product upgrade, partial product replacement, or patches)?TR-005Describe how the customer is notified of an upgrade/update??TR-006Describe the delivery mechanism of an upgrade/update (CD, FTP)??TR-007Describe any issues with support agreements if an upgrade/update not performed??TR-008Describe how customers input is incorporated into your next release upgrade???Integration Requirements TR-009Ability to integrate with third-party tools??TR-010Describe how your solution would integrates.?TR-011Describe how your solution can be integrated in a portal environment. ?TR-012Describe the process and/or migration tools available to load content from legacy systems?TR-013Describe any hosting options you offer; hosted by vendor or third party. If applicable, explain how solution may be migrated from a hosted to in-house environment. Explain your recommended solution. ?TR-014Clearly identify if any of the solutions you are proposing rely on plug-ins, third party software. Do all the functional components exist within an integrated product suite sharing a unified user interface? ?TR-015Describe the technical requirements for importing and exporting content. Describe any challenges due to size, type of format, limited functionality, etc.?TR-016Describe additional functionality that is planned for your solution. If any of the functionality is key to our solution, we will require a release schedule during our evaluation process.?TR-017Describe the application development tools, programming languages and application programming interfaces (APIs) that enable users to develop and customize their applications. ?TR-018Describe any Web Service interfaces you offer from your tools. What percentage of overall functionality accesible via your API is also available via the Web Services interface??TR-019Does your solution support IVR integration? Provide a summary of your capabilities.?TR-020Can your solution create a request via IVR? Update status with IVR??TR-021Can a technician update the status of a request via mobile PDA or iPhone? Can they add comments??TR-022Can your solution automatically create an incident via an inbound email? If so, what are the requirements??TR-023If the email contains images (e.g., bmp, jpg or gif screen shots), can it be saved within the incident? If yes, provide details including where it's saved and how to open it, etc.?TR-024Can a technician acknowledge a service request assignment via email??TR-025Will your solution auto-populate user detail into request based on sender's email address??TR-026Does your system support sending ad-hoc emails? Are the emails kept within the request history??TR-027Can the "Reply To" and "Sent From" email address of system generated emails be configured??TR-028Can emails sent via the system be acknowledge via email and the history stored within the request??TR-029Does your solution support sending SMS text messages? Provide details.?TR-030Does your solution support acknowledgements via text messages??TR-031How does your solution notify power users of major events? Scrolling banner on main page? Global billboard? ?TR-032Ability to send an ad hoc email to a predefined email distribution group if there is a major outage??TR-033Has your solution been integrated with Active Directory? Provide details.?TR-034Has your solution been integrated with Microsoft Outlook/Exchange? Provide details.?TR-035Has your solution been integrated with Instant Messenger? Provide details.?TR-036Describe any software dependencies the recommended solution requires to operate?TR-037Describe the different file formats your application allows for data import or export (delimited text, csv, xml)?TR-038Describe the proposed solution's ability to support enterprise application integration?TR-039Describe the use of web services to interface with the solution?TR-040Describe the use of message services (including version) and any proprietary extensions, specifically JMS, IBM MQ, Oracle AQ and Microsoft MSMQ?TR-041Describe the solutions support of CTI integration with PBX systems?TR-042Describe the ability to accept incoming alerts from other monitoring systems. (i.e. SCOM, Solarwinds, etc)??Platform Support TR-043Describe you solutions different hosting options [SAAS (dedicated hosting, Virtual Hosting,…), On Site Hosting]?TR-044Describe the architecture and languages or tools used for the development of your proposed solution.?TR-045Describe the server platforms supported — for example, database management systems, server operating systems, Web servers and application servers.?TR-046Describe the client platforms supported?TR-0461Describe the operating systems supported ?TR-0462List minimum hardware requirements of both computer and any peripherals.?TR-047Describe the industry standards with which your product is compliant — for example, XML, WebDAV, SOAP, BPEL and JSR 170.??Storage and Archiving TR-048Describe the capabilities surrounding archived content. Can the user search, report, retrieve, etc. archived content directly??TR-049Explain your solution's archiving strategy. Can data be archived in a separate database or portion of a database. (Relates to "expired" items that need to be retained for a certain amount of time. See Issue ID7)?TR-050Is historical/archived information purging supported? Explain.??Security TR-051Describe how content security is implemented. ?TR-0511Explain how security rights are assigned and modified.?TR-0512Can we configure different levels of access for different needs??TR-052Describe the capabilities for group creation and rights assignment, if any, for user groups, individual roles.?TR-053Describe and list the levels of permission needed for security access. Access granted to outside vendors/agencies, field offices, partner countries, users, approvers, administrators.?TR-054Ability to support encryption and SSL?TR-055Ability to capture audit trails of access and changes made to the application?TR-056Ability to restrict viewing of certain data fields based on login role?TR-057Provides security controls for data protection; meets standards for regulatory requirements, such as HIPAA?TR-058Ability to configure account expiration information and session timeouts after a predetermined amount of inactivity?TR-059Ability to support single sign-on?TR-060Ability to audit logs and report on user account activity, rights and privileges?TR-061SaaS: Describe measures taken to ensure the confidentiality of data stored at vendor sites, including any audit certifications achieved by vendor.?TR-062Provide details on how tool enables confidential tickets to be segregated (e.g., for HIPAA requirements, FERPA requirements, etc).?TR-063Describe how tool can be used simultaneously by IT units with different customers, services and processes. Can they interact and share tickets and processes when necessary? Describe.?TR-064Describe how the tool manages and stores authentication for users. ?TR-065Describe your system security strategy including virus protection, ?TR-0651Unauthorized access?TR-0652Service attacks?TR-066Describe how your recommendation operates in an N_Tier firewall environment??TR-067Describe the communication ports and protocols your recommendation requires??TR-068Describe how your recommendation provides security event logging? ?TR-069Describe the Identity Management Systems (IMS) the solution utilizes?TR-070Describe the directory services you support including Lightweight Directory Access Protocol (LDAP) ?TR-071Describe how audit records are maintained, secured and archived within the system??TR-072Describe how your solution supports role based access control for application functions??TR-073SaaS: Please describe your security practices regarding security incident management and data compromise/breach notification procedures.?TR-074SaaS: Please describe your security practices regarding human resource controls (i.e non-disclosure agreements, separation of duties, etc) and ?data access, usage, and ownership.?TR-075Please describe your security practices regarding secure application development.?TR-076Please describe your recommendations ability to control/enforce password complexity requirements (i.e. length, expiration, complexity, max failed attempts, etc)??System Administration TR-077Describe any client applications that must be installed. What are the applets used for and what is their approximately footprint??TR-078Describe the system requirements for your application, database and other required server components?TR-079Is your solution OLAP/ODBC compliant??TR-080Describe your multiple language capabilities. Are the administrator modules as well as the user modules available in multiple languages? If so, please list.?TR-081Describe your backup and recovery processes and tools.?TR-082What are the minimum and optimal bandwidth requirements??TR-083What tools are available in your application for traffic balancing, ?TR-0831upload/download optimization?TR-0832Network segmentation by format type?TR-0833Can routing be optimized based on format type??TR-084Describe the administration capabilities of the product — for example, database administration, ?TR-0841User and group administration?TR-0842Backup and recovery?TR-0843cache management?TR-0844Web recovery?TR-085Describe how Moves, Adds and Changes are managed in the recommendation.?TR-086Describe the user configurable parts of your recommendation?TR-087Does your recommendation support SNMP (simple network management protocol) traps??TR-088Describe the ability to encorporate application failover to a secondary system if there is an outage?TR-089Describe your recommendation method for data backup and restore??TR-090Describe the user-configurable components for your solution??General TR-091Describe ability of the administration to globally control the user's home screen?TR-092Describe features and functionality of the administrator of the proposed application?TR-093Describe out of the box various access via multiple methods: web?TR-0931email?TR-0932self service?TR-0933hand held devices?TR-094Describe the process of adding customizable forms with a custom workflow?TR-095 List supported browsers and browser versions.?TR-096Describe ability to meet backup, restore, high-availability and disaster recovery requirements?TR-0961restore requirements?TR-0962High availability requirements?TR-0963Disaster recovery requirements?TR-097Describe how your solution can support Compassions Global geography (e.g. USA, Africa, Asia, etc)?TR-098Ability to support Unicode and multiple language support?TR-099Ability for the tool to provide multitenancy technology to reach across business units, regions and languages with a single, unified solution?TR-100Please provide any document and diagram describing logical architecture of application proposed. Please name all components such as workflow, transaction and reporting and interfaces between components.?TR-101For each logical component, please provide a description containing following information; name, purpose, technology, and any additional and relevant characteristics?TR-102Saas: Describe how local processing can continue if network connectivity to the vendor site fails.?TR-103SaaS: Describe connectivity options to vendor site.??Workflow TR-104Ability to author workflow templates by authorized users.?TR-105Ability to edit workflow templates by authorized users.?TR-106Ability to author workflows that take action based on any object or data element in the system.?TR-107Ability for workflows to execute task assignment actions in the system based on business rules and roles.?TR-108Ability for workflows to execute approval request actions in the system based on business rules and roles.?TR-109Ability for workflows to execute actions based on responses to approval requests based on business rules and roles.?TR-110Ability to maunually override workflows mid-stream.?TR-111Ability to assign a task directly to a individual.?TR-112Ability to assign a task to a group queue.?TR-113Ability to automatically escalate an Incident or Service Request based on data associated with them (i.e. customer profile --Executives = VIP status).?TR-114Ability to support automatic assignment of a record by: ? Categorization/Type? Status ? Severity, SLA and/or Priority? Date and Time (Calendar Routing)? Agent/Analyst Skills ?TR-115Ability to support automatic escalation of a record by: ? Categorization/Type? Status ? Severity, SLA and/or Priority? Date and Time (Calendar Routing)? Agent/Analyst Skills ?TR-116Ability to support both functional and hierarchical escalation.?TR-117Ability to edit and display workflows graphically.?TR-118Ability for tasks to be assigned and managed sequentially or in parallel.?TR-119Ability to provide workflow visualtzation to depict status of tickets.?TR-120Ability to customize workflows globally.?TR-121Ability to customize workflows per each service provider unit. (e.g. HR, IT, etc.)?General functional requirementsInstructions to vendors:In the response field only use the following description:Fully_compliantCompliant_with_configurationCompliant_with_customizationIf you leave it blank, it will considered as “non_compliant”?<criteria_heading><criteria> <response><response>Comments <key_words>G-001Solution includes integrated CMDB (Configuration Management Database) for managing key ITIL functions and processes: IT Service Desk, Incident, Problem, Change, Release, Configuration, Service Level, and Financial Management??Full=5,Configuration=3Customization=1G-002Tool provides the ability to segregate tickets based on security and compliance requirements (HIPAA, FERPA, security incident information, etc.).??G-003The solution supports ITSM process workflow between solutions users including routing of request, electronic request approvals by actionable e-mail, etc.??G-004The solution supports ITIL Version 2 and Version 3 frameworks including terms and definitions??G-005The solution supports a web-based client for user and administrative functions.??G-006Ability to provide industry and ITIL best-practice processes, categorization and templates embedded in tool??G-007The soution provides Search capabilities in all ITSM processes - adhoc queries, save queries, user queries, role-based queries, shared/public queries???General G-008Ability to configure the graphical user interface by using drag and drop for windows and fields??G-009Ability for the solution to provide simple, Web-based graphical user interface??G-010Ability of the solution to enable rapid deployment of new users and administration of existing users??G-011Ability to configure the graphical user interface based on individual, group or role-based preferences (colors, layout, etc.)??G-012Ability to support object-specific pop-up menus in the graphical user interface ??G-013Ability to support hot topic or news flash window within the graphical user interface??Request fulfilment requirements?<criteria_heading><criteria> <response><response>Comments <key_words>RF-001Ability to Log and edit a Service Request ??RF-002Ability to generate different workflows (with different subtasks) for different types of requests. ??RF-003Allow for the automatic sending, receiving and logging of approvals for requests. These approvals can come from business users as well as those inside IT. The tool shall provide for manual overide of automation.??RF-004Ability to provide automated status updates to requestors when a request reaches specific points in the workflow. ??RF-005Ability to provide email notification of request completion to request owners and fulfillers.??RF-006Ability to provide access to online service catalogs when creating request.??RF-007Ability to Interface with Procurement and IT Financial Systems??RF-008Ability to limit viewing,creating and editing requests only to authorized requestors??RF-009Ability to provide Frequently Asked Questions support capability for requestors.??RF-010Ability to categorize and prioritize requests. ??RF-011Ability to submit attachments as part of a service request and they are stored with service request.??RF-012Ability for customers to cancel service requests through the self-service portal.??RF-013Ability for support staff to make private notes on incident/service request records which are not viewable by customers.??RF-014Ability to monitor and cancel service requests that are no longer necessary.??RF-015Ability to automate request routing for appropriate authorizations (e.g.: Financial, security, etc.).??RF-016Ability to support a multifunction service request process (example: IT, HR, Facilities)??RF-017Ability to route and assign service request records to pre-defined support staff or groups including IT, HR, Procurement or other business functions.??RF-018Ability to match new requests against existing requests.??RF-019Ability to automate the recording, reporting and billing of the ongoing costs of request management against particular cost centers or accounts.??Incident Management requirements?<criteria_heading><criteria> <response><response>Comments <key_words>IM-001 The solution supports the creation, modification, resolution and closure OR cancellation of incident records.??IM-002The solution supports the ability to automatically generate a unique case number to each request??IM-003Capability to link Incidents to Problem Records, Knowledge Base, known workarounds and RFCs ??IM-004Ability to link to the Configuration Management database or Configuration Management data??IM-005Ability to notify incident owners when the associated problem is resolved??IM-006Capability for storing historical incident data and other Incident related information including an audit log with updates and resolutions??IM-007Ability to store and maintain alerting distribution lists based on Incident types??IM-008Flexible support for desired Incident classification and logging schemas.??IM-009Flexible search capabilities for incident matching and trending.??IM-010Ability to support highly flexible routing of incidents based on available resources located across multiple sites and other factors, such as time of day, tiered service values, etc.??IM-011Ability of the tool to facilitate the automatic prioritization, assignment and escalation of Incidents based on the record categorization.??IM-012The solution supports the ability to automate incident models and workflow based on record classification.??IM-013Ability to support hierarchical escalation, either manually or via business rules, upon incident status change, priority change and/or service-level clock expiration.??IM-014Ability to integrate with event and alert monitoring tools, and allow for automatic creation, update and closure of tickets from these tools??IM-015Ability to input free text, screen captures, and file attachments for the recording of incident descriptions and resolution activities.??IM-016Ability to associate of incident records to user and customer data.??IM-017Ability to use configurable closure categorization codes upon incident closure.??IM-018Ability to use knowledge and/or support scripts for incident diagnosis and resolution.??IM-019Ability to assign tasks to outside agencies (e.g., Hardware or Software service provider).??IM-020Ability to manage and maintain multiple assignments for each open Incident.??IM-021Ability to create an RFC or problem from an incident with automatic population of fields.??IM-022Ability to allow for multiple types of alerts (via pager and e-mail), including deadline alerts, excessive reassignment alerts and inactivity alerts.??IM-023Ability to manage and link incident records to multiple SLAs and tiers of service based on IT customer groups or associated lines of business.??IM-024The ability for hierarchical notification about incidents that exceed or will soon exceed Priority/SLA parameters.??IM-025The ability to collect feedback (satisfation survey) upon the close of an incident.??IM-026The ability to initiate a ticket on behalf of someone else - list the requestor as different than the author. ??IM-027The ability to put incidents on hold so time does not count against SLA. ??IM-028Ability to differentiate between an incident and a service request.??IM-029Ability to see Countdown time left on response time (associated with priority or SLA)??IM-030Resolved tickets will automatically trigger an email to the user??IM-031Customer can choose to receive an email any time their ticket is updated.??IM-032Automated ticket closure at a predetermined number of business days after a ticket enters resolved status??IM-033Ability to reactivate incident in resolved status??IM-034Ability to limit ticket owners??IM-035Resume work date required prior to putting ticket in waiting (hold) status??IM-036Ticket priority automatically determined by impact and urgency??IM-037Ability to link to SLAs for alerting and so that impact can be assessed if a service is performing below agreed upon levels.??IM-038Ability to set up a trigger for existing documentation to facilitate first contact resolution based on product or service entered??IM-039Ability to link into phone system to pop customer screen based on caller ID??Problem Management requirements?<criteria_heading><criteria> <response><response>Comments <key_words>PM-001Ability to provide configurable problem process and categorization templates ??PM-002Ability to provide standard required problem record data fields ??PM-003Provide problem process templates based on industry best practices and/or ITIL??PM-004Ability to prevent closure of a problem before all assignments have been resolved??PM-005Ability to automatically update status or close all related incidents to a problem upon updating of status or closure of the problem??PM-006Ability to integrate problem management with incident and change management??PM-007Ability to automate opening of a problem record from an incident record based on business rules and SLAs??PM-008Ability to integrate with event and alert monitoring tools, and allow for automatic creation, update and closure of tickets from these tools??PM-009Ability to provide for documenting and managing knowledge artifacts pertaining to problem and error control (e.g., data entry point for knowledge management databases, posting of FAQs)??PM-010Ability to view impacted CIs from within a problem record, and to view upstream and downstream affected CIs and IT services through a visual depiction??PM-011Ability to track the total amount of time the problem was worked on and how long it was open??PM-012Ability to link problems/known error records to a CI, group of CIs or a service??PM-013Ability to assign impact and urgency codes to problem records??PM-014The ability for authorized users to create new problem records, and enforce data rules and required fields.??PM-015The ability of differentiating between problems and known errors.??PM-016The ability of assigning tasks to individuals to be accomplished within a specified time frame. The tool shall notify the assignee of the task and due date and the associated Problem record.??PM-017The ability to make problem and known error details available to Incident Management for use in matching, troubleshooting and resolution.??PM-018The ability to integrate with Incident Management allowing for the linking of Incident records to Problem records in order to provide full visibility into incidents caused by problems and the impact of problems to the business users.??PM-019The ability to integrate with Change Management allowing for the linking of Problem records to Change records in order to provide full visibility into problems caused by changes and changes that are input to resolve problems.??PM-020The ability to integrate with Configuration Management allowing for the linking of Problem records to CI records in order to to make CI information readily available to assist in the classification and prioritization of problems and to allow visibility into problems associated with a CI or set of CIs.??PM-021The ability to route and assign problem records to pre-defined support staff or groups??PM-022The ability to present historical data on problems and known errors for use by support staff during the investigation process??PM-023The ability to support free text, screen captures, and file attachments for the recording of problem descriptions and resolution activities??PM-024The ability for the problem management team to communicate status and progress reports, as well as temporary solutions and workarounds to the Service Desk staff??PM-025The ability to increase/decrease the severity or impact classification of a problem according to the number of associated incidents and/or the number of end users affected??PM-026The ability to create, maintain and monitor a knowledgebase??PM-027The ability to link with third party knowledge bases??PM-028The ability to report on the number of proposed solutions, most used solutions, and least used solutions in the knowledgebase??PM-029The ability to publish FAQ’s and supporting reference documents within the knowledgebase that is accessible by end-users??PM-030The ability to use solutions developed in response to past incidents to create new knowledge base entries??PM-031Ability to develop templates for recurring problems??PM-032The ability to search for known solutions,work around and known errors based on the description of the problem??PM-033The ability to track multiple tasks and assignments with a problem??PM-034The ability to document root cause analysis??Change management requirements?<criteria_heading><criteria> <response><response>Comments <key_words>CM-001Ability to provide configurable change process and categorization templates??CM-002Provide templated workflow best practices and/or ITIL for emergency, normal and preapproved change??CM-003Provide basic required change record data fields ??CM-004Ability to document back-out procedures, installation and turnover documents within the RFC??CM-005Ability to relate post implementation incidents and problems resulting from an implemented change??CM-006Ability to create subactivities or task records for a specific change record, for separate assignment to an individual, group or vendor??CM-007Ability to calculate an objective risk assessment considering business impact, affected application/business services criticality, collision, historical change information, and compliance with maintenance windows and black-out periods??CM-008Ability to provide proactive notification to stakeholders and change advisory board (CAB ) members for changes with critical business impact, collisions and compliancy issues??CM-009Ability to provide role-based approval, retracting or rescheduling of RFCs??CM-010Ability to support release and deployment management as part of the change process??CM-011Ability to automatically create a change request for unauthorized changes to CIs??CM-012Ability to integrate forward schedule of changes (FSC) with Microsoft Exchange calendaring system??CM-013Ability to automatically produce the change schedule (FSC) in an HTML format that can be published to a Web server??CM-014Ability to provide a change calendar with scheduled change viewing by group, and to customize the sorting and filtering of calendar views??CM-015Ability to allow for scheduling of recurring events, such as certain types of maintenance??CM-016Ability to support maintenance, release and moratoriums (locked status) for freeze windows??CM-017Ability to easily identify the affected CIs whenever a change is made to a particular CI??CM-018Ability to automatically generate risk and impact analysis of multiple RFCs, and provide visual depictions of upstream and downstream CIs that can be navigated in a configuration management database (CMDB) ??CM-019Ability to support a "virtual" CAB (i.e., approvals/issues submitted and stored electronically)??CM-020Ability to select and create "preapproved changes" from a list of predefined templates with prepopulated content, such as categorization, text, etc. ??CM-021Ability to promote one or more RFC(s) to a release, with corresponding notifications??CM-022Provide change workflow feeds into release workflow??CM-023Ability to open an RFC against an incident/problem/known error record, and automatic population of the RFC??CM-024Ability to reference Change Model that clearly depicts the requirements and activities associated with the change process??CM-025Ability to reference change policy and bylaws which reflect managements expectations and intentions??CM-026Automated notification of RFC's to appropriate person(s) when change is updated, status change, etc.??CM-027Predetermined fields will be auto-populated when a standard change # from the library is entered. Manual entry for certain fields will be permitted. ?CM-028Ability to verify and select pre-approved changes from a viewable library??CM-029Ability to edit RFC's based on roles and change status??CM-030Ability to easily reschedule changes and identify scheduling conflicts??CM-031Automated Approval workflow - 1. Ability to automatically send approval requests to designated approvers. 2. ability to pickup and record approver responses. 3. ability to change status if approval criteria met. 4. send notification of approval (rejection) to change owner and change manager??CM-032Ability to customize Change Dashboard by person, group, customer??CM-033Ability to have multiple approvers and electronic routing of those approvals??CM-034The ability to send approval requests several times and to store multiple instances of approvals. The ability to reset approval status, resend approval requests and history logged of approval requests.??CM-035Ability to set response thresholds for automated approval process ??CM-036Upon submission, a requestor has the ability to view available release windows from FSC??CM-037Ability for automated notifications sent at the scheduled start time to the activity assignee to remind them of the change. ??CM-038Ability to send notifications upon implementation for each open assignment. ??CM-039Capability to link RFC's to projects??CM-040Ability to progress requests through the appropriate stages of authorization and implementation and to maintain clear records of this progress??CM-041Automatic warnings of any RFC's that exceed pre-specified time periods during any stage (OLA)??CM-042Automatic prompting to carry out reviews of implemented changes??CM-043Automatic notices sent out for past due scheduled changes.??CM-044Automatic notification will be sent to the specified stakeholder for any change based on results??CM-045Ability to provide automated repeatable metrics ??CM-046Ability to provide real-time dashboards??CM-047Native integration with Incident Management??CM-048Native integration with Problem Management??CM-049Native integration with Configuration Management??CM-050Native integration with Release Management??CM-051Native integration with Service Level Management??CM-052Ability to use different process flows according to urgency??CM-053Ability to clone change records??CM-054Ability to restrict desired deployment dates during RFC submission based on minimum lead times??CM-055The ability to enter of free form text, screen captures, and file attachments as well as the use of codes for recording of change requests??CM-056The ability to monitor and track the lifecycle of a Change request??CM-057The ability to communicate information of changes and schedules that can be distributed to the key groups such as the Service Desk and user groups??CM-058The ability to support time and cost tracking for project based activities as well as service event based activities??Service catalogue requirements?<criteria_heading><criteria> <response><response>Comments <key_words>SC-001Ability to provide a single source of consistent information on all production services.??SC-002Ability for the Service Catalog to be widely available to those who are approved to access it.??SC-003Ability to have different views of the Service Catalog, such as Technical Service Catalog and Business Service Catalog??SC-004Ability to publish services with associated features, benefits, service levels, pricing/costing, components.??SC-005Ability to support a structured content framework (services, subservices, etc).??SC-006Ability to organize services into logical groupings or hierarchical structures.??SC-007Ability to assemble services into customer and business revelant packages.??SC-008Ability to support different service levels for the same service (e.g., bronze, silver, gold levels).??SC-009Ability to have prepackaged Service Catalog content out of the box.??SC-010Ability to have configurable service definition templates out of the box.??SC-011Ability to quickly find services via a search engine.??SC-012Ability to handle different service states (for example, services in design versus services in production).??SC-013Ability to provide user training information regarding the Service Catalog (for example: access instructions, navigating the service catalog instructions).??SC-014Ability to automatically create and track Service Requests through the Service Catalog.??SC-015Ability to support distributed, role based Service Catalog management.??SC-016Ability to create and publish service offerings with descriptions, service levels, available service bundles, and pricing related to service levels.??SC-017Ability create and publish Service Components that may include both Professional Services and Technical Services.??SC-018Ability to customize service definition templates and pre-packaged Service Catalog content.??SC-019Ability to support a multifunction service catalog (example: IT, HR, Facilities, Procurement)??SC-020Ability for service catalog to provide attractive web interface for users that is easy to use to request services.??SC-021Ability for service catalog to contain security features that allow users to only see what is available to them.??SC-022Ability for the Service Catalog to integrate with the Configuration Management Database.??SC-023Ability for non-IT based people to create service definitions, design service workflow and easily publish these services into the catalog??SC-024Workflow tool allowing definition of service from initial request to fulfillment incorporating the ability to support serial and parallel workflow paths. It should also be able to identify/associate approval points required during the flow until final delivery is successfully accomplished??SC-025The ability to measure service quality and timeliness against defined benchmarks and/or metric guidelines. (SLA, OLA and UC tracking and reporting)??SC-026Discovery capabilities for service dependencies highlighting potential impact if a service is added, modified or deleted??Service Level Management requirements?<criteria_heading><criteria> <response><response>Comments <key_words>SL-001Ability to store SLA, OLAs and Underpinning contracts.??SL-002Ability to store Service Level Management information (SLA's, OLA's, UC's, reports) in CMDB as structured data .??SL-003Ability to support multiple SLA structures such as master agreements with extensions or addendums for specific business units.??SL-004Ability to link SLAs to business units or departments, so that impact can be assessed if a service is performing below agreed upon levels.??SL-005Ability to maintain historical data and information on services. This includes SLA/OLA result data for each service.??SL-006Ability to provide on-line display of services and their quality status.??SL-007Ability to create dashboards or scorecards that communicate to Service owners any issues and/or failures.??SL-008Ability to create dashboards that provide drill-down capability to other components.??SL-009Ability to build workflows that allow for the building, agreeing on, approval of and maintenance of SLA/OLAs.??SL-010Ability to integrate with project management systems, financial systems and billing systems.??SL-011Ability to support the management, development, and review of Service Level Agreements, Operating Level Agreements, and Underpinning Contracts??SL-012Ability to store business process schedules in a central calendar to facilitate the management of Service Level Agreements.??SL-013Ability to verify the consistency of SLA's in their relationships to the Supplier Contracts and Operating Level Agreements.??SL-014Ability to automate the management of service level targets in terms of automated business rules, alerts, escalations and notifications.??SL-015Ability to provide a dashboard view to appropriate SLAs in order to measure request fulfillment against targets.??SL-016Ability to organize services into logical groupings or hierarchical structures that can be used to assemble services in business-relevant packages or offerings??SL-017Ability to create and publish Service Components that may include both Professional Services and Technical Services??SL-018The solution provides customizable service definition templates and pre-packaged Service Catalog content??SL-019Ability to support a multifunction service catalog (example: IT, HR, Facilities, Procurement)??SL-020Ability to publish different support levels for the same service??SL-021Ability to incorporate a search engine to facilitate locating service information??SL-022Ability to utilize a central area for IT employees to publish service related information including outages and other issues.??SL-023Ability to provide severity definitions for SLA's.??SL-024Ability to associate individual with contracts and services (SLM)??SL-025Ability to manage and monitor OLA's and supplier performance metrics in Underpinning contracts (UC's)??SL-026Ability to handle multiple contract types and contracts per customer??SL-027Ability to handle priority definitions and action times different for each customer??SL-028Ability to automate service availability and performance thresholds monitoring against defined SLA's??SL-029Ability to schedule SLA/OLA/UC review cycles and renewals??SL-030Ability to report on SLA achievements vs. SLA targets.??SL-031Ability to auto verify that SLA targets are supported by OLA and UC targets??Configuration Management requirements?<criteria_heading><criteria> <response><response>Comments <key_words>CO-001 Ability to add or delete Configuration Item (CI) Types and their corresponding fields. No programming skills shall be required to add a CI Type or its corresponding fields.??CO-002Ability to add custom fields to the CI Type.??CO-003Ability to display CI fields based on a CI Type.??CO-004Ability to register new CIs (including fill in all field values) by designated users.??CO-005Ability to enforce data validation rules on field values on registration of any new CI.??CO-006Ability to edit any existing CI field values by authorized users.??CO-007Ability to allow deletion of CIs only by authorized users.??CO-008Integrates with Incident Management allowing for the linking of Incident records to CI records and to make CI information readily available to assist in the classification and prioritization of incidents.??CO-009Integrates with Problem Management allowing for the linking of Problem records to CI records and to make CI information readily available to assist in the classification and prioritization of problems.??CO-010Integrates with Change Management allowing for the linking of Change records to CI records and to make CI information readily available to assist in assessing the impact of changes.??CO-011Integrates with Release Management allowing for the display and reporting of imapcted CIs via their link to changes associated with a Release.??CO-012Integrates with Service Level Management allowing for the linking of Services to CI records and to make CI information readily available to assist in determining the "technology footprint" of a service.??CO-013Integrates with Request Fulfillment allowing for the linking of service requests to CI records.??CO-014Integrates with Capacity Management allowing for CI information that is readily available regarding capacity status and metrics.??CO-015Integrates with Availability Management allowing for CI information that is readily available regarding availability status and metrics.??CO-016Integrates with Service Catalog to provide CI information as it relates to service offerings.??CO-017KnowledgeIntegrates with Knowledge Management allowing for the linking of knowledge to CI records.??CO-018Ability to interface with all internal MDRs (i.e. SCOM) allowing the tool to compare authorized configurations with the actual configurations stored in the MDRs.??CO-019Ability to create automated alerts to various people or systems when a CI is found to be in an unauthroized state.??CO-020Ability to provide predefined CI relationship templates.??CO-021Ability to define the dependency relationship between CIs in both directions using custom terminology if desired. (i.e. hosted on, hosts)??CO-022Ability to provide a graphical representation of the dependencies between CIs.??CO-023Ability to provide different levels of access to configuration information based on roles.??CO-024Ability to assign maintenance windows to any CIs.??CO-025Ability to reconcile CI maintenance windows to SLA maintenance windows.??CO-026Ability to "freeze" a CI so that it cannot have an RFC logged against it at all.??CO-027Ability to auto discover CIs in the environment.??CO-028Ability to do automated dependency mapping.??CO-029Ability to set automatic workflow triggers based on CI attribute values.??CO-030Ability to maintain an audit trail of changes made to a CI attribute over time.??CO-031Ability to search for a CI by any CI field.??CO-032Ability to perform ad hoc/general queries??CO-033Ability to track Asset status and lifecycle management such as procurement, stored, configured, deployed, active and retired stages to support release impact analysis, planning, rollout and deployment activities??CO-034Ability to record a wide variety of contracts and licensing agreements by attaching them to records.??CO-035Multiple Software Audit options – import software audit information from FrontRange Discovery, Microsoft SMS & SCCM and other solutions ??CO-036Bulk import of licensing data – save time with simultaneous uploading of multiple licensing records??CO-037Support for Multiple Licensing Models – from off-the-shelf application through to company-wide and version maintenance agreements ??CO-038Ability to perform software license management including automated notification of license experiation and non-compliance and reporting, tracking and auditing.??CO-039Ability to track the physical location of contracts and agreements, and identify the individuals responsible for them ??CO-040Ability to group an individual customer's/user’s CIs and services to provide cost information??CO-041Ability to manage leases, depreciation schedules, warranties, and service provider contracts.??CO-042Ability to track both fixed and variable costs of CIs.??CO-043Ability to support a web-based front end.??CO-044Ability to support both flexible data import/export, and simple points of integration for associated tools.??CO-045Ability to interface with Inventory Control tools to automate gathering of asset and inventory information.??CO-046Ability to interface with and make use of barcode scanners??Knowledge Management?<criteria_heading><criteria> <response><response>Comments <key_words>KM-001Ability to provide knowledge management capabilities by floating the most relevant hits to the top, in order of closest match to search??KM-002Ease of administering the weighting and relevancy scores associated with knowledge articles??KM-003Ability to launch fast knowledge searches using the categorization (or partial categorization) selections as key value search parameters??KM-004Ability to create a knowledge article via a fill-in-the-blank form??KM-005Ability to automatically populate a knowledge article into an incident??KM-006Ability to support role-based knowledge items (i.e., a technical role can access either technical-facing or customer-facing articles)??KM-007The ability to automatically create knowledge management entries from incident, problem and change modules??KM-008Ability to manage full life cycle of knowledge articles through administration capabilities (e.g., submission, editing, review, approval, publishing, usage monitoring, etc.) ??KM-009Ability for tool's knowledge management database to search other knowledge bases in environment??KM-010Ability to have a rich-text editor (RTE) that supports links within documents, document-to-document links and attaching images to documents??KM-011Ability to provide automated administration (ease of adding, editing and maintaining the data, and ability for end-user submission to require review/approval prior to posting)??KM-012Ability to have a defined workflow process for reviewing and approving pending knowledge articles that can be displayed graphically??KM-013Ability to make certain fields in the knowledge article template mandatory??KM-014Ability to embed Web links, images and objects into knowledge articles (e.g., screenshots, etc.)??KM-015Ability to support a variety of search methodologies, including metadata, fuzzy searching, hierarchical/drill-downs, cross-references, attribute queries, category, Web and file system external library searches, and to utilize natural language and proper stemming, and Boolean search methodology??KM-016Ability to allow user feedback to rate/score content for usefulness related to the inquiry??KM-017Ability to provide knowledge-centered support (KCS) standards and guidelines ??Release Management?<criteria_heading><criteria> <response><response>Comments <key_words>RM-001Ability to log a Release so that changes can be identified and related to the release.??RM-002Ability to capture the release date and time, and who will be implementing.??RM-003Ability to attach and store documentation with the Release record.??RM-004Ability to link resources/approvers to releases.??RM-005Ability to display impacted CIs (information which is derived from the related change records).??RM-006Ability to assign tasks to individuals to be accomplished within a specified time frame.??RM-007Ability to notify the assignee of the task and due date and the associated Release.??RM-008Ability to change status of release and linked changes.??RM-009Ability to change status of release documentation.??RM-010Ability to change status of release approvals.??RM-011Ability to automatically send approval requests to the appropriate approvers??RM-012Ability to alert release manager when approvals are past due.??RM-013Ability to be automatically notified when the status of a change associated with a release changes status.??RM-014Ability to automatically approve releases when all approvals are returned approved, and communicate with appropriate parties regarding the approval.??RM-015Ability to store approver comments with the approval, and store approval history for a Release.??RM-016Ability to configure an acceptable date range for approval for each release.??RM-017Ability to manually kick off approval process or override approval workflow.??RM-018Ability to create a realtime dashboard that allows the Release manager or any other approved user to quickly ascertain details on release management in one location.??RM-019Ability to search all releases by any release data attribute captured by the tool.??RM-020Ability to integrate with Problem Management allowing for the linking of Problem and Known Error records to Release records.??RM-021Ability to define Release Windows (show conflicts that impact when Releases can be scheduled). ??RM-022Ability to create and publish a Master Release Schedule.??RM-023Ability to associate the Master Release Schedule with the Service Level Agreement information.??RM-024Ability to integrate with Change Management allowing for the linking of Release records to Change records.??RM-025Ability to have full visibility into which changes are associated with which releases.??RM-026Ability to support full lifecycle of release management.??RM-027Ability to validate required information from the CMDB for release build and deployment activities.??RM-028Ability to support the establishment and governance of release readiness criteria.??RM-029Ability to incorporate or integrate with a Definitive Media Library.??RM-030Ability to support workflow integration with a DML to support release deployment and provisioning. activities??RM-031Ability to build, bundle and schedule different types of release packages for deployment.??RM-032Ability to identify and control a release package.??RM-033Ability to authorize and schedule release deployments in conjunction with Change Management. processes??RM-034Ability to version release components and packages.??RM-035Ability to ensure that release deployments are subject to scheduling and approval requirements managed by the change management process.??RM-036Ability to automatically flag for update CMDB Configuration Items prior to or following an approved release.??RM-037Ability to support varying Release models such as large-scale or phased deployments.??RM-038Ability to integrate with the CMDB to support the association of release records to CI records.??RM-039Ability to support the logical association between changes and releases.??RM-040Ability to assign tasks to pools of resources.??RM-041Ability to trace implementation to the authorized version in the DML.??RM-042Ability to verify license and warranty information.??RM-043Ability to trace and track post deployment activities.??Capacity-Availability Management requirements?<criteria_heading><criteria> <response><response>Comments <key_words>CA-001The solution facilitates the collection of data to measure capacity and performance levels of IT components from various domains/platforms used as part of an IT system??CA-002The solution facilitates the monitoring of CI performance and usage levels against customer defined thresholds??CA-003The solution is able to control the frequency and format of the monitoring activities, discarding non-relevant periods such as weekends or non-business hours.??CA-004The solution performs trend analysis by providing access to historic and time-based capacity and performance data???Availability Management? CA-005The solution will support the aggregation of availability data from multiple systems for service availability reporting??CA-006The solution will monitor and calculate the end-to-end IT Service Availability as perceived by the customer of the Service??CA-007The solution can perform historical analysis and reporting on availability data??CA-008The solution will integrate with event, discovery and provisioning tools to monitor various levels of the IT environment??CA-009The solution supports the monitoring of established thresholds and can initiate alerts (i.e.: Paging, email, digital bulletin board, etc.) if availability thresholds are exceeded??CA-010The solution supports the ability to track the number of end-user productivity hours lost (Lost User Hours) for each Availability event??CA-011The solution provides functions for tracking Availability and Continuity exercise schedule and status??Financial Management requirements?<criteria_heading><criteria> <response><response>Comments <key_words>FM-001The ability to record activities and time spent??FM-002The tool has the ability to invoice based on time accounting??FM-003The tool is able to inegrate with Finance tools for purchasing, accounts payable, and accounts receivable/billing functions??FM-004Ability to support a varity of cost/time allocation methods (i.e., per project, service contract, request)??FM-005Describe how tool facilitates detailed price/cost modeling, to determine the cost until structures for each Service: Interfacre to General Ledger accounts for cost centers. Different cost models based on varying service levels for the services published in the Service Catalog. For example: Gold, Silver, Bronse. Describe tracking and monitoring cost details; hierarchical service based costing model; allocation of service costs to one more business units based on related service consumption.??Program Project Management?<criteria_heading><criteria> <response><response>Comments <key_words>PP-001Ability to support requesting and managing project inventory??PP-002Ability to track service orders placed with vendors??PP-003Ability to navigate quickly to project WBS (work breakdown structure), change, risk, issues and communications content??PP-004Ability to easily modify/undo, re-baseline WBS and/or project resoures??PP-005Ability to drag and drop WBS scheduliing to allow analysis, "what if" scenarios??PP-006Ability to link schedule dependencies??PP-007No limitations to size of WBS??PP-008Ability to use sub-task and "To do list" levels in WBS??PP-009Ability to choose and change time parameters easily??PP-010Ability to manage content around project risk, changes, issues and stakeholder communication and decisions??PP-011Ability to track workflow as information is updated by different sources??PP-012Financial view includes both external direct costs and internal labor costs??PP-013Financial view able to capture and lock-in initial budget??PP-014Ability to rebaseline financials without losing initial budget data ??PP-015Ease of exporting and printing time tracking information to validate contractor time data and invoices??PP-016Ability to auto approve time for team members??PP-017Ability to assign and commit resources fully to a project over time??PP-018Ability to establish team assignments based on dates and time allotments to get work done??PP-019Ability to assign drop in resources that don’t know when they are needed but can allot their time when they do support the project??PP-020Ability to designate low priority projects that do not need to follow timeline??PP-021Simplicity in creating, updating and choosing WBS templates for various project types??PP-022Ability to associate requirements to key projects deliverables??PP-023Ability to manage milestones??PP-024Ability to link projects to a service, product or asset??PP-025TCO (total cost of ownership) for a project rolls up to TCO for product/service/asset and can be viewed for any given amount of time??PP-026Ability to see impacts and dependencies of projects across the portfolio of product/services/assets??PP-027Ability to connect releases/incidents/changes/configuration items to a project ??PP-028Ability to associate and report on projects relationship to corporate strategic goals and objectives??PP-029Dashboard for project status for time, budget and scope ??PP-030Custom reports with detail, flags, notes, risks, issues??PP-031Reports with original baseline and all rebaselines??PP-032Ability to create macro trend reports across projects??PP-033Ability to run historical reports across staff, resources, projects and portfolios??PP-034Ability to access raw data for further analysis??Self service requirements?<criteria_heading><criteria> <response><response>Comments <key_words>SS-001Ability to provide a customer self-service portal where a customer may access knowledge base articles and FAQs, submit and update requests, and monitor the status of their requests??SS-002Ability to provide an end-user interface through which employees can order standardized goods and services from various groups (e.g. HR, IT)??SS-003Ability for the end user to search knowledge base for solution via keyword, Boolean operators and full-text search??SS-004Ability to provide a "suggestion box" for soliciting feedback on process and interface??SS-005Ability to associate end users with specific groups, lines of business, etc., and to tailor presented content, information and self-service options according to rule-based "subscriptions" for roles or groups??SS-006Ability to provide a list of "top 10" common FAQs searched, with automated updates based on update rules??SS-007Ability to develop, deliver and manage surveys of end users??SS-008Ability to integrate chat to support self-service usage??SS-009Ability to brand self-service portal??SS-010Availability of a bulletin board frame function for current major problems, such as outages and scheduled downtimes (e.g. PSA)??Reporting requirements?<criteria_heading><criteria> <response><response>Comments <key_words>RE-001Ability to easily construct queries and reports from any combination of database fields including meta data.??RE-002Ability for users and administrators to use drag and drop methods to create their own custom reports.??RE-003Ability to create custom ad-hoc parameters on reports (e.g., report is called and prompts user to enter query parameter values instead of hard-coding those values in the query). Should be easy for a non-technical person. ??RE-004Provides predefined reports for users and administrators. (if provided, please list the reports in the comments section)??RE-005Ability to easily export reports and report data for consumption outside the system. (i.e. PDF, xls)??RE-006Ability to provide "drill down" capabilities on reports and dashboards.??RE-007Ability to integrate with external data sources.??RE-008Ability to surface reports to SharePoint 2010.??RE-009Ability to support business analytics (business intelligence tools)??RE-010Ability to restrict access to reports by role.??RE-011Ability to have scheduled reports which are sent automatically to subscribers.??RE-012Ability to provide ad hoc reporting for all modules.??RE-013Ability for data for dropdown lists to be changed to an "inactive" flag/status and still be available for historical reporting purposes.??RE-014Ability to provide real-time reporting via graphical and configurable dashboards??RE-015Ability to support a real-time dashboard display for each process that is customizable based on individual, role or informational needs.??RE-016Ability for dashboards to be accessed via a web browser. ??RE-017Ability for dashboards to be accessed via a mobile device. (iphone, ipad, droid) ??RE-018Describe your solutions ability to report on balance scorecard metrics ??RE-019Provides industry standard reporting engine.??RE-020Ability to report trending specific to each ITIL process. (Incident Management, Problem Management, Change Management, etc.)??RE-021Ability to report on usage by end user, location department, region, etc.??RE-022Ability to report incidents by priority, categorization, service-level adherence, technician and CI ??RE-023Ability to run incident age report??RE-024Ability to report incidents linked to problem records??RE-025Ability to report CIs impacted by an incident??RE-026Ability to report time spent and materials used by incidents??RE-027Ability to report first-contact resolution rate??RE-028Ability to report mean time to resolution??RE-029Ability to perform trend analysis of tickets??RE-030Ability to report on the business impact of failed changes??RE-031Ability to report on change blackout dates and times resulting in change freeze.?? ................
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