What are Your Requirements?
Most of this website relates to who we are, what we do, how we do it, and to provide support to our valued customers. But this page is about you. What do you want? How far do you want to take Service Management in your organization?
To assist you in your goals, we have produced a questionnaire/checklist that lists practically every potential Service Management organizational requirement ever dreamed up. It includes several hundred responses to actual RFP questions, and will enable your organization to undertake an internal user-requirements study, allowing you to quickly and efficiently develop an RFI or RFP for an ITIL-based automation tool.
There are approximately 1500 questions or requirements to check. Even if you do not want to acquire a software tool at this moment, it will serve as a superb potential "action plan" to success. It will assist you and your colleagues to make the right decisions, or justify future plans to executive management. In fact, there is no obligation whatsoever to give us a copy of the completed information.
Example questions are listed below. As you can see, the answers are mostly checkboxes, so it is very easy to complete. This informative document can be provided upon request, by contacting us.
Your Requirements
Section 1: We Require a Software Solution for the Following Processes:
| Area | Potential Number of Users | High | Medium | Low | No |
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| Incident Management |
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| Problem Management |
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| Change Management |
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| Request Management |
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| CMDB (Configuration) |
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| Enterprise Release Management |
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| Financial Management |
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| Human Resources Administration |
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| Process/Business Workflow Management |
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| Service Catalog |
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Section 2: Our General Requirements
| Area | Important | Possible | Not Required |
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| GUI |
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| User-Friendly |
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| COTS (commercial out of the box) |
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| Industry-Standard Hardware Platforms |
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| Industry-Standard Software Platforms |
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| Conversion from Existing System(s) |
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| ITIL-Compliant |
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Section 3: Applies to Incident Management (Please skip this section if not applicable)
Automated Functions
| Area | Important | Possible | Not Required |
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| User-Defined Problem Number Assignment |
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| Automatic Extraction of Employee Data |
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| Automatic Assignment |
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| Automatic Notification of Assignment |
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| Automatic Outage Calculations |
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| Assignment Transfer Counts |
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| Create Change Objects from Incidents or Problems |
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General Functionality
| Area | Important | Possible | Not Required |
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| Add or Modify Employee Data |
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| Record Additional Calls for Same Incident |
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| Check Availability Objects |
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| Unlimited File Attachments |
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| Check Configuration Path for Cause and Effect |
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| Check Contract (Support Agreements) Records |
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| Check For Prior Problems From Same Reporter |
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| Check for Probable Cause |
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| Check For Problems To Related Products |
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| Check Recent Changes |
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| Create Request Objects |
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| Display Product Support, Product Availability, Vendor, and Reporter Lists |
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| Display Requests or Changes Created to Fix Problem |
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| Lookup Of Reporter Assets |
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| Manage Incidents for: | |||
| Products |
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| Services |
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| Procedures |
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| Primary Incident Indicator (many to one relation) |
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| Problem Determination Checklist |
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| Re-Assign to Previous Owner |
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| Unlimited Failing Parts list |
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| Unlimited Model Problems |
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| Unlimited Progress Notes |
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| Unlimited Related Outages |
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| Unlimited Vendor Call Objects |
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| Unlimited Incident Analysis Scripts |
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As explained above, this is just a sample checklist from the overall document. It will serve as a splendid generator of ideas and will be e-mailed to you upon request. Assistance will be provided to complete it should you wish.
