ISU ITSM Tool Requirements

Include in RFP Requirement
List supported browsers and browser versions.

Y to restrict
Ability for tasks toviewing of certain
be assigned and data fieldssequentially
managed based on loginor inrole
parallel.
Ability for the tool to provide multitenancy technology to reach across
Y business
Ability for units, regions
workflows and languages
to execute actions with
baseda single, unified solution
on responses to
approval requests based on business rules and roles.
Ability for workflows to execute approval request actions in the
systemfor
Ability based on business
workflows rulestask
to execute andassignment
roles. actions in the
system based on business rules and roles.
Ability to assign a task directly to a individual.
Y Ability to assign
audit logsa task
andtoreport
a group queue.
on user account activity, rights and
privileges and changes made to the application
workflow templates
Ability to author workflows that take by authorized
action based on users.
any object or
Y data element in the system.
based on data associated with them (i.e. customer profile
--Executives
Ability = VIP
to capture status).
audit trails of access and changes made to the
application
Ability to configure account expiration information and session
timeouts after a predetermined amount of inactivity
Ability to customize workflows globally.per each service provider unit. (e.g.
Y HR, IT, etc.)
Ability to edit and display workflows graphically.
Ability to edit workflow
Management Databasetemplates by authorized
to navigate, modify andusers.
extract Incident
related information.
Ability to integrate with third-party tools?
Ability to manually override workflows mid-stream.
Ability to provide
send anworkflow
ad hoc emailvisualization to depictemail
to a predefined status of tickets.
distribution
group iftothere
Ability storeisalla request
major outage?
related emails send or received by the
system
Ability to support automatic assignment of a record by:

• Categorization/Type
• Status
• Severity, SLA and/or Priority
• Date and Time (Calendar Routing)
• Agent/Analyst Skills
Ability to support both functional
encryption and and
SSLhierarchical escalation.
including encrypted
authentication
Y Ability to support single sign-on
Ability toand
Access support Unicode
permission to and multiple
specific language
functions support
are based on roles to
which customer
Access rights forand IT staff
Service userIncident
Desk, ids are Manager,
assigned. etc. to ensure
data integrity is maintained.
Activity is logged
Administrative by user(application
activities ID in audit trails.
modifications) are logged in
audit log files.
menuchanges
All such choices are
doneconfigurable.
in the Windows client should be available in
the Web User
Application supports multi-threading.
Application
Audit log filesupgrades preserve as
can be exported configurations
CSV or text made by DOT.Comm.
files and viewed using
standard
Audit trailOffice tools,
records are e.g. MS Excel.
generated showing the history of modifications
to incident,and
Automated service request, aRoot
deterministic change records.
Cause Analysis RCA (versus
probabilistic RCA) to reduce MTRS and increase operator efficiency.
Bulk operations can be applied to groups of service requests and
incidents,
Can such asacknowledge
a technician escalation, re-assignment,
a service requestor closure.
assignment via
email?
Can a technician update the status of a request via mobile
Y device(s)?
Can emails Can sent they
via theaddsystem
comments?
be acknowledged via email and the
history stored within the request?
Can the "Reply To" and "Sent From" email address of system
generated
Can emails be
the proposed configured?
solution be integrated with other Disaster
Recovery applications? Please specify examples.
Can weyourconfigure
solution different levelscreate
automatically of access for different
an incident via anneeds?
inbound
email?
Can your If solution
so, whatcreateare thea requirements?
request via IVR? Update status with
IVR?
and capacity planning. Reports should present this information
hourly,
ins, thirddaily
party and monthly.Do all the functional components exist within
software.
Y an integrated product suite sharing a unified user interface?
Y Custom fields
Customers canand validation
view their own rules can requests
service be addedand incidents unless
Y configured otherwise.
Database records can be manually transferred to and from other
systems.
Describe ability of the administration to globally control the user's
home screen
Describe ability(functionality,
to meet backup, etc.)+B24
restore, high-availability and
disaster recovery requirements
any of the functionality is key to our solution, we will require a release
schedulegranted
Access during to ouroutside
evaluation process.
vendors/agencies, field offices, users,
approvers, administrators.
Describe any client applications that must be installed. What are the
applets to
hosted used for and
in-house what is theirExplain
environment. approximately footprint?
your recommended
Y solution.
Describe any issues with support agreements if an upgrade/update
not performed?
Describe any software dependencies the recommended solution
requires
percentageoperate
to of overall functionality accesible via your API is also
available via
Describe the Web
features andServices interface?
functionality of the administrator of the
proposed
the applicationrequires more than on IT Unit's participation
work completion
either
Describe how auditorrecords
sequentially in parallel.
are maintained, secured and archived
within are
rights the assigned
system? and modified. Can we configure different levels
of accesshow
Describe for different
customers needs?
input is incorporated into your next release
Y upgrade?
Describe how customization of your software affects product
Y support/maintenance
Describe how Moves, agreements Adds and Changes are managed in the
recommendation.
Describe how software maintenance is applied (full product upgrade,
Y partial product replacement, or patches)
Y Describe how the customer is notified of an upgrade/update?
Describecustomers,
different how the tool manages
services andand stores authentication
processes. for users.
Can they interact and
share tickets and processes when necessary?
Describe how your recommendation operates in an N_Tier firewallDescribe.
environment?
Y Describe how your recommendation provides in
solution can be integrated security
a portalevent logging?
environment.
Describe how your solution can support Compassions Global
geography
Describe how (e.g. USA,
your Africa,supports
solution Asia, etc)
role based access control for
application functions?
Describe
at vendor how sites,your solution
including anywould
auditintegrate.
certifications achieved by vendor
and practices regarding security incident management and data
Y compromise/breach
Describe out of the box notification
types of procedures
access via multiple methods: a).
Y Web, b). Email, c). Self service, d). Hand held
the modifications and customizations created within the supporteddevices.
Y elements the
Describe of the package
ability to accept incoming alerts from other monitoring
Y systems.
Describe the ability to SolarWinds,
(i.e. SCOM, encorporate etc.)
application failover to a secondary
system if there
example, database is anadministration.
outage User and group administration.
Y Backup
and application programming interfaces (APIs)Web
and recovery. Cache Management. thatRecovery.
enable users to
Y develop and customize their applications.
Describe the architecture and languages or tools used for the
development
Describe of your proposed
the capabilities for groupsolution.
creation and rights assignment, if
any, for user groups, individual roles.
Describe the capabilities surrounding archived content. Can the user
search, report,
systems retrieve,
supported. Listetc. archived
minimum contentrequirements
hardware directly? of both
computer and any peripherals.
Describe the communication ports and protocols your
recommendation requires?
delivery mechanism
Describe the different of anapplication
file formats your upgrade/update
allows(CD, FTP)?
for data
import or export (delimited text, csv, xml)
Describe the directory services you support including Lightweight
Directory the
Describe Access Protocol
Identity (LDAP) Systems (IMS) the solution
Management
utilizes
Describe the industry standards with which your product is compliant
— for example, XML, WebDAV, SOAP, BPEL and JSR 170.
Describe the operating systems
process and/or supported
migration tools available to load content
from legacy
Describe thesystems
process of adding customizable forms with a custom
workflow
Describe the proposed solution's ability to support enterprise
application integration
management systems, server operating systems, Web servers and
application servers (as well as versions)
Describe
phone number?the solutions support oforCTI
Can voicemail integration
.wav with PBX
files be attached tosystems
a
request.
Describe the system requirements for your application, database and
other
content.required
Describeserver
anycomponents
challenges due to size, type of format, limited
functionality,extensions,
proprietary etc. specifically JMS, IBM MQ, Oracle AQ and
Microsoft MSMQ
Describe the use of web services to interface with the solution
Describe the user configurable parts of your recommendation
user-configurable
Describe the Workflow - Approval components for your
and Escalation solution of the
functionality
system.
Describe you solutions different hosting options [SAAS (dedicated
hosting, Virtual Hosting,…), On Site Hosting]
Y Describe as
modules your
wellbackup
as theand
userrecovery
modulesprocesses
available and tools.
in multiple
languages? If so, please list.
recommendation method
Describe your recommendations standard forschedule
data backup and software
for new restore?
version releases?
(i.e. non-disclosure agreements, separation of duties, etc.) and data
access, usage,
Describe and ownership.
your system security strategy including virus protection.
Unauthorized access.
Discovery and monitoring Service attacks.
of VMware ESX virtual machines and the
physical
Does your recommendation support SNMPthem.
network connections that support (simple network
management protocol) traps?
Does your solutionCan
your capabilities. support
your acknowledgements
solution create a requestvia textviamessages?
IVR?
Update
Does status
your with IVR?
solution support sending SMS text messages? Provide
details.
Does your system support sending ad-hoc emails? Are the emails
kept within the
DOT.Comm can request history?
configure the fields in an incident/service request
which are defined as mandatory.
DOT.Comm can control the entry/tab sequence of fields on each
screen.
DOT.Comm can create templates for frequently logged calls and
actions.
DOT.Comm can define time, money, and other constraints that
escalated service requests for additional approval or priority.
End-to-end diagnosis of network faults.
Explain
items that how security
need to berights
retainedarefor
assigned
a certainand modified.
amount of time. See
Issue ID7)path visualization such as equal cost multipath
Extended
visualization.
Failed login attempts are logged and used as the basis for lockout
after a number
following of consecutive
information; repeated
name, purpose, failed attempts.
technology, and any additional
and relevant characteristics
details. b). Lotus Sametime? Provide details. c). Laserfiche?
Provide details. d). Solarwinds? Provide details.
Has your solution been integrated with Active Directory? Provide
details.
Has your solution been integrated with Instant Messenger? Provide
details.
Has your solution been integrated with Microsoft Outlook/Exchange?
Provide
How doesdetails.
your solution notify power users of major events?
Y Scrolling
it be saved withinon
banner themain page? IfGlobal
incident? billboard?
yes, provide details including
where it's and
Incidents saved and how
service to open
requests canit,beetc.
associated to customers by
name, department,
Incidents and service or requests
GL code.can be automatically assigned to the
correct group or individual
based on a variety of customizable based oncriteria
criteriaincluding
defined by DOT.Comm.
assignment,
status, priority, age, customer, etc.
Integration
Interface aswith well,ERP applications?
without the need for Please
doingdescribe.
it separately for the Web
UI.
Is historical/archived information purging supported? Explain.
Is your
IT staff solution
can make OLAP/ODBC
private notes compliant?
on incident/service request records
Y which are not viewable by customers.
IT staff can specify manually how much time they have spent on a
service
IT ticket.
staff can view all service requests and incidents unless configured
otherwise.
Key incidents can be aligned with our environment, allowing SEHA to
define relevant,
List minimum service impacting
hardware requirements events.
of both computer and any
peripherals.
List supported browsers and browser versions.
Multiple ITconfiguration
staff members items cancanlogbetime
associated
to the samewith service
a singleticket
incident.
at
different billing rates.
Must not rely on proprietary hardware or software for operation.
Describe supported
elements OS and DB.
through referencing tables and databases, prompting the
operator
Must provide support for loadresponses.
with a list of approved balancing and support failovers
through N-Tier architecture. Please describe.
Must allow usersend-users to personalize
to create sophisticated theirorinterface.
detailed maintenance
tasks.
Monitored elements include LAN/WAN interfaces, MPLS routers,
devices,
component. etc. Should also close all lower level tickets when higher
level ticket is closed. Lower level tickets should include work log and
instructions
Must operate from
in ahigher level ticket.
high availability environment with scalability and
fault tolerance.
Must provide comprehensive audit trail capabilities.
Must
Onlinesupport
help forfield level encryption.
customers is integrated into the customer self-service
portal.
Online help for IT staff is integrated into the application.
Out-of-the-box groupings for critical interfaces and nodes
Passwordscomplexity
password used in application
requirements are encrypted.
(i.e. length, expiration,
Please provide any document and diagram describing logical
complexity,
Please describe
architecture max failed
of application attempts,
your security proposed.etc.)
practices regarding
Please namesecure application
all components
development.
such as workflow, transaction and reporting and interfaces between
components.
Priorities can be automatically assigned based on criteria defined by
DOT.Comm.
Privileges associated with roles are configurable by DOT.Comm
Problem
Problemsrecords
can be can be linked
escalated aftertoDOT.Comm
CIs and incidents defined thresholds
have been reached.
and correlate event data that indicates infrastructure or service-
impacting issues, and topology data that ties the IT infrastructure to
the business
and services that relyononhow
make recommendations it. to prioritize remediation
activities.
activities into a single operations bridge that reduces duplication of
effort, allows quick identification of the causes of IT incidents, and
decreases the time it takes to rectify IT issues.
facilitates a complete and up-to-date picture of the managed
environment including the relationships and dependencies between
business
segregated services
(e.g., forand IT infrastructure.
HIPAA requirements, FERPA requirements,
Y etc.).
Provides security controls for data protection; meets standards for
regulatory requirements, such as HIPAA
SaaS: Describe
Saas: Describe how connectivity options tocan
local processing vendor site. if network
continue
Y connectivity
stored to thesites,
at vendor vendor site fails.
including any audit certifications achieved by
Y vendor.
resource controls (i.e. non-disclosure agreements, separation of
duties, etc.)
incident and data and
management access,
datausage, and ownership.
compromise/breach notification
procedures.
Scalability - Proposed Solution should be able to support today’s
application as well
modules/levels as future(can
of software applications that will
view software be released.
availability but not
software key, etc.)
Security should be role-based and define access to application
modules, functionality within modules, and underlying data.
Should be able
of Managers, to generate
message out-of-the-box
forwarding and web-based
and synchronization reports.
between
differentbe
Should management stations.solutions and re-use them when
possible to capture
issues recur.
actions to enable busy IT personnel to focus on more strategic
initiatives.
graphing capabilities out of box and must provide ability to customize
the reports.
events to report on summary performance of teams and the entire IT
service
SLA timers organization.
can be set at the level of service tickets as well as
component
Solution activities
allows within thetolife
administrators cyclerules
define of service tickets.
associated with
passwords.
Solution integrates with Google Active Directory/LDAP
Apps for Government? Provide
details
Solution is compatible with Androiddrive,
for each app including mail, basedsite, calendar.
devices both technicians
and end is
Solution users
compatible with IOS (Apple) based devices (iPad App)
for both technicians and end users
Solution
application is OLAP/ODBC
services fromcompliant
the end-user perspective, and to be
immediately aware of the business impact of lower level component
Y failures
Solutionor performance
provide degradations.
the ability to notify users of major events. Describe
Y how this should
Solution is accomplished.
support monitoring of router redundancy groups
(HSRP and VRRP).
Solution supports acknowledgements via text messages
Solution supports sending SMS text messages
Support enterprise single sign-on?
Support for port aggregation (PAgP, SMLT, and MLT).
Supports SNMP (simple network management protocol) traps
System
The toolsupports
should sending
provide Google
a facilityMail
to help SEHA define,
schedule, and perform recurring maintenance
The administrator or any user with the appropriate tasks.
authorization
shouldproblem.
some be able to modify
This workflows
capability or create
will help SEHAnew avoidworkflows.
losing critical
events.
messages from other monitoring applications to trigger service
events
The and incidents.
application integrates with Active Directory and LDAP for single
signon
The application isaccount
and user built onsetup.
a standard, non- proprietary ODBC-
compliant database, e.g. MSSQL,
The application supports the creation, MySQL, etc.
modification, and closure of
problem
The records.supports the use of contractors and outsourcers in
application
the service fulfillment process.
interfaceshould
The solution for systems administration
have form based toolsis to
browser based. and Web
add database
/The
GUItool
fields without the need for scripting.
application and its user licenses structure should support
high-availability
The tool interface mode.
for end users and IT teams should be completely
web based.
The user interface for IT staff and management is browser based.
Time and costs associated with incident and service requests can be
tracked
fault, based onand
availability, time, billing rate and
performance datamaterials/parts
through the same used.
polling
process.
URLsauthentication
User are supported is within data fields.
performed using SSL between the server and
Y the browser session.
User roles and node/interface grouping.
can delegate
Users must be able authorization
to open multiplerights.
records simultaneously without
the need to open multiple user sessions.
are the minimum
What percentage and functionality
of overall optimal bandwidth requirements?
accessible via your API is
also available via the Web Services interface?
Upload/download optimization. Network segmentation by format
type.your
Will Cansolution
routingauto-populate
be optimized based on format
user detail type? based on
into request
Y sender's email address?
Category
Installation and Upgrade
Integration Requirements
Platform / Hosting
Platform / Hosting
Storage and Archiving
Security
Security
Security
Security
Security
Security
Security
Security
Security
Security
Security
Security
Security
System Administration
General
General
General
General
General
General
General
General
General
General
Workflow
Workflow
Workflow
Workflow
Workflow
Workflow
Workflow
Workflow
Platform / Hosting
Platform / Hosting
Platform / Hosting
Security
Security
Security
Security
Security
Security
Workflow
Workflow
Workflow
Workflow
Workflow
Workflow
Workflow
Platform / Hosting
Platform / Hosting
Security
Security
Security
Security
Security
Security
Security
Security
Security
Security
Security
General
General
General
General
General
General
General
General
Workflow
Workflow
Workflow
Workflow
Workflow
Workflow
Workflow
Workflow
Workflow
Workflow
Workflow
Workflow
Workflow
Workflow
Network fault, Availability and Performance Management


OS, DB and Application Management

Service Management
Service Management
Service Management
Security
Security
Security
Security
Customization
Customization
Customization
Customization
Security
Security
Security
Security
Security
Security
Security
Security
Security
Include in RFP
Y
Y
Y
Y
Y
Y
Y
Y
Y
Y
Y
Requirement
Ability to acknowledge a service request assignment via email
Ability for the solution to provide simple, Web-based graphical user interface
Ability of the solution to enable rapid deployment of new users and administration of existing users
Ability to configure the graphical user interface based on individual, group or role-based preferences (colors, layout,
Ability to configure the graphical user interface by using drag and drop for windows and fields
Ability to provide industry and ITIL best-practice processes, categorization and templates embedded in tool
Ability to record activities and time spent across all functional areas: IT Service Desk, Incident, Problem, Change, Re
Ability to support hot topic or news flash window within the graphical user interface
Ability to support object-specific pop-up menus in the graphical user interface
Ability to track Vender Information, support staff contact numbers and email addresses, ftp site, etc.
Ability to upload a file with the size of up to 100MB.
Ability to work with external reporting tools such as Oracle Reports, Crystal reports, etc. Proposed system must car
portfolio management.
Aging of the tickets (30/60/90).
Aging reminders based strictly on age of case and priorities.
Are all of your ITSM solutions built on the same platform?
Are the same features available between the native and the web clients
Are there any architectural designs that would limit the number of users?
Are there separate modules/GUI depending on the users role?
Are your backup, recovery, and alternate locations geographically dispersed? Please provide the physical locations
Auto ticket creation from outside applications/interfaces/monitoring tools.
Can the UI be customized? Please explain.
Central repository for escalation contacts.
Clearly identify if any of the solutions you are proposing rely on plug-ins, third party software. Do all the functional co
Dashboard solution provides incident or problem escalation monitoring.
Describe an implementation scenario for updates to your application. How are clients notified?
Describe how the components of your ITSM solution are integrated (are separate technologies utliized, etc.)?
Describe how your current CMDB offering was developed.
Describe how your current ITSM offering was developed.
Describe the applications implementation and maintenance process.
Describe the architectural requirements when Service Desk, Asset Management and Configuration Management are
Describe the architecture of the proposed solution.
Describe the availability, scalability and recoverability of the proposed application.
Describe the encryption capabilities for communication through web services and other interfaces.
Describe the Service Catalog functionality of the sytem including how it is maintained and integrates with the various
Describe your company's core competencies and how you differentiate yourself in the market place.
Describe your IT Service Management Solution.
Describe your out-of-the-box IT Service Management Solution.
Discuss your company's approach to Business Service Management.
Do you have a single administrator console that allows you to build/customize forms and business logic/workflow, or
Do you have an integrated ITIL and ITSM process modeling technology available?
Do you provide a published API? If so, what languages?
Does each application require its own high-availability architecture and fail over plan?
Does the application integration with LDAP or Active Directory?
Does the application offer minimal implementation and maintenance?
Does the interface allow for some fields to be restricted from view?
Does the proposed application have an easy to use UI which is intuitive to both novice and experienced users? Plea
Does the proposed system have an easy to use GUI which is intuitive to both novice and experienced users?
Does the system support a HA architecture?
Does the system support section 508?
Does your application have a single administrator console that allows the administrator to build/customize forms and
Does your application provide self-service password reset?
Does your application solution support self-guided navigation?
Does your application support both native and web client connections? Are the same features available between the
Does your company deliver an integrated batch scheduling solution?
Does your company deliver an integrated Identity Management solution (password management, user provisioning)
Does your solution have the ability to support/integrate with legacy custom applications developed on Remedy ARS
Does your solution offer an easy way to configure the system. Please describe.
Does your solution provide the ability to split web, database, middleware and application tiers.
Does your solution support multiple languages? If so, please identify those languages.
Easy-to use, web-based reporting.
Emailed images (e.g., bmp, jpg or gif screen shots) can it be saved within the request, problem, incident
ensure that processes are carried out in a consistent best practice manner that allows for the adherence to audit and
Escalation based upon business rules, such as Service Level Agreement (SLA), response time, or level of crit
Escalation and routing.
Explain how the CMDB integrates with other modules within your proposed solution
Facility to acknowledge escalation or routing by e-mail, SMS, etc.
Feature for putting call description while logging and closing the ticket.
Flexible ad hoc reporting including capability to extract data.
Generate an automated survey to requestor to measure satisfaction of requestor.
Have 100% web architecture.
have comprehensive reporting and dashboard capabilities out of the box
How are restrictions managed depending on the user’s role?
How does your application handle high-availability and fail-over scenarios?
How does your solution compare to other vendor's products in the ITSM space?
How many application infrastructure stacks (database, web servers, application servers) & environments (developm
How many integration interfaces are available?
How many operational CMDBs integrated with your ITSM solution does your company have deployed in customer p
How much is ITSM and BSM (as a %) part of your overall business?
If there are multiple applications that support the core processes of Incident, Problem, Asset Mgmt, Change, Releas
If there is more than one infrastructure stack, how do you handle high-availability and fail-over scenarios? Does eac
In an HA environment, will there ever be a need to scheduled downtime?
integrate with Microsoft Active
integrate with Microsoft Exchange
Is programming required to modify the GUI?
Is the API library provided free of charge?
Is the architecture multi-tiered? Describe.
Is the day-to-day administration and configuration performed in a single console across all modules?
Is your CMDB 'internal" to your ITSM application, or does it require integrations (vendor or customer built) ?
Must allow users to create a comprehensive work queue, and access other queues defined by system administrator
Pick CMDB fields in report (Example: # of tickets in last week vs. Types of Asset)
Please describe how the system can be scaled over time to support an increase in users.
Please describe your application’s ease of use (user friendly).
Please provide a history that your company has in building and offering ITIL Information Management System soluti
Please provide your base Service Level Agreement (SLA) for user interface response time
provide a customizable, user-friendly interface.
provide a means to model and automate ITSM work flows
provide fully integrated ITIL processes, allowing seamless sharing of data between Incident, Change, Release, Conf
Provide information describing current plans for continuing to develop proposed product line, including a product roa
Vendor’s participation in the development of industry standards and intent to comply with such standards
provide the ability to extend the workflow processes to automate IT process.
provide the capabilities to integrate with collaboration and dashboard solution from Microsoft and Oracle
provides the ability to run processes in parallel for validation and user acceptance testing
provides the flexibility ability to easily version processes
Reassign tickets to other group / individual.
Reports can be exported to other formats, such as PDF, images, Excel or text.
Routing and escalation of ticket extends to associated tickets.
Scheduled (automated) reports.
Search capability: Search by multiple criteria including topic, keyword, ticket number, and combinations of field
Should provide a rules-based workflow engine that spans all modules.
Solution automatically creates an incident via an inbound email
Solution auto-populates user detail into request based on sender's email address
Solution includes integrated CMDB (Configuration Management Database) for managing key ITIL functions and proc
Solution includes integrated IT Service Operation Management, including Incident, Request, Problem, and Change M
Solution provides Search capabilities in all ITSM processes - adhoc queries, save queries, user queries, role-based
Solution supports a web-based client for user and administrative functions
Solution supports ITSM process workflow between solutions users including routing of request, electronic request ap
Standard, out-of-the-box reports.
Statistics including graphs.
System allows users to rate the quality of service. Describe the mechanism for doing this (e.g. embedded form in an
random number per day, etc.)
Solution has the ability for each user to customize their "home" page/dashboard to display appropriate information fo
Solution supports ITIL Version 2 and Version 3 frameworks including terms and definitions
Solution supports ITSM process workflow between solutions users including routing of request, electronic request ap
Soution provides Search capabilities in all ITSM processes - adhoc queries, save queries, user queries, role-based q
To respond to the RFP, the application must be considered a “Software as a Service” (SaaS) or hosted application.
Tool provides the ability to segregate tickets based on security and compliance requirements (HIPAA, FERPA, secu
What are the minimal required skills to administer your solution?
What are three dominant trends in the Information System Management space, and how do you envision incorporat
What differentiates your solution from other vendor products, and what benefits will it provide to us?
What is the average response time for web based clients with a customer base of 50,000 or more students? Please
What is the average response time to clients for requests for changes to the application? Please provide supporting
What is the process to have changes implemented within your application (customization)?
What is your market share within enterprise solutions?
What is your strategy for strengthening your implementation of ITIL processes into your products?
What makes you a leader in the ITSM space?
What product enhancements are planned over the next two years?
When running in a multi-server environment, how is the solution upgraded?
Will future technological changes require changes on the user side, how will it be incorporated into a migration plan?
Will want the ticket system to have an interface to other Infrastructure systems - such as Active Directory, other look
Category
Overview
Overview
Best Practices
Best Practices
Best Practices
Architecture
Architecture
Architecture
Architecture
Architecture
Architecture
Architecture
Architecture
Architecture
Architecture
Administration
Administration
Administration
Administration
GUI
GUI
GUI
Availability, Scalability and Performance
System Updates
Integration
Integration
Scalabiity/Performance
Unique Benefits
Unique Benefits
Unique Benefits
Unique Benefits
Unique Benefits
Unique Benefits
Unique Benefits
Unique Benefits
Product Direction
Product Direction
Product Direction
Product Direction
Overview
Overview
Best Practices
Best Practices
Best Practices
Best Practices
Architecture
Architecture
Architecture
Architecture
Architecture
Architecture
Architecture
Administration
Administration
Administration
Administration
Administration
GUI
GUI
GUI
GUI
GUI
System Updates
System Updates
Unique Benefits
Unique Benefits
Unique Benefits
Unique Benefits
Unique Benefits
Unique Benefits
Product Direction
Product Direction
Integration
Include in RFP
Y
Y
Y
Y
Y
Y
Y
Y
Y
Y
Y
Y
Y
Y
Y
Requirement
Ability for customers to cancel service requests through the self-service portal (with automated email notification to a
Ability for support staff to make private notes on incident/service request records which are not viewable by custome
Ability to assign Mesa County Project Account Codes for hardware/software items purchased under a Grant.
Ability to automate request routing for appropriate authorizations (e.g.: Financial, security, etc.).
Ability to automate the recording, reporting and billing of the ongoing costs of request management against particula
Ability to automatically assign General Ledger accounting codes to requests based on user and service/item catego
department and/or date range.
Ability to categorize and prioritize requests.
Ability to generate different workflows (with different subtasks) for different types of requests.
Ability to generate on request order inventory.
Ability to identify credit card purchases and credit card holders. Ability to generate reports for Credit Card purchase
Ability to Interface with Mesa County's Financial and Purchasing System (Eden).
Ability to Interface with Procurement and IT Financial Systems
Ability to limit editing requests only to authorized customers
Ability to limit viewing, creating and editing requests only to authorized requestors
Ability to Log and edit a Service Request
Ability to match new requests against existing requests.
Ability to monitor and cancel service requests that are no longer necessary.
Ability to provide access to online service catalogs when creating request.
Ability to provide automated status updates to requestors when a request reaches specific points in the workflow.
Ability to provide email notification of request completion to request owners and fulfillers.
Ability to provide Frequently Asked Questions support capability for requestors.
Ability to remove old or retired codes from drop down (selection) fields (for example account codes, department cod
Ability to report on Service Request history and trends, by category/subject of Request and by Requestor.
Ability to route and assign service request records to pre-defined support staff or groups including IT, HR, Procurem
Ability to submit and store attachments as part of a service request.
Ability to submit attachments as part of a service request and they are stored with service request and only delete w
Ability to support a multifunction service request process (example: IT, HR, Facilities)
Allow for the automatic sending, receiving and logging of approvals for requests. These approvals can come from b
Allows users to submit and track tickets via a web-based front end.
Allows users to track the fulfillment activities (for example, a service request requires 10 steps to fulfill, and steps 2 a
Attachments can be submitted and stored as part of service requests from the self-service portal.
Automatically displays major incidents via dashboard or a news scroller?
Customers are provided with a browser- based portal for requesting services, viewing the status of service requests
Customers can cancel service requests through the self-service portal.
Describe how the proposed offering provides and illustrates an SLA Catalog that shows service bundles and provide
Describe how the service catalog will be maintained under the auspices of the proposed solutions change managem
Describe how the solution allows the bundling of service elements into a single service depiction.
Describe the ability to assist in the compilation and maintenance of a service catalog.
Describe the facilities for service definition including setting up the terms of any associated SLAs, rating and billing t
Describe the hierarchy employed for grouping service elements.
Describe the service catalog capabilities, including hierarchical organized views of process, applications, and service
Describe the service request management solution.
Does your solution guide customers through filling out a service request; i.e., explain how field help is delivered with
Does your solution provide customer information about costs and fulfillment details (i.e. expected completion times)
Explain what fields the application is capable of auto filling for the client.
have the ability to have multiple assignments made for different support teams as well as individual action items for
How is Service Request Management integrated with your ITSM solution?
Includes a search and find option (rating & ranking, where rating is based on the number of occasions the knowledg
Permits end-users access to the knowledge base function via a web based front end?
Permits end-users to add and view attachments?
provide access for external suppliers to action Requests via a designated portal.
provide automatic notification of request details to stakeholders in the organization.
provide real-time visibility of progress against Service Level Agreements.
provide the ability to automatically log calls from Internet Explorer. (E.g., Security Request Form, VPN Form, etc.)
provide the ability to define rules that govern automatic notifications that are sent throughout the lifecycle of the requ
provide the ability to define rules that govern the assignment of requests.
provide the ability to log and track the progress of Requests via a customer and external supplier portals.
provides a base set of workflows for standard requests
provides workflow templates for employee on-boarding / off-boarding
Service request screens used by IT staff are optimized for rapid data capture using configurable drop down lists, aut
Service request screens used by IT staff closely mirror the self-service portal, so that services requests processed b
Standard service requests are based on selections determined by a service catalog.
Supports a process that takes a request and merges it into a quote, into an order, into inventory, into an installation
The customer self-service portal has an intuitive layout, configurable by DOT.Comm staff, requiring only a few scree
The self-service portal enables capture of customer satisfaction information using questions and response fields con
The self-service portal provides a ‘shopping cart’ approach to ordering services.
The self-service portal provides multiple means to find services (e.g. keyword search and category navigation)
The self-service portal supports both standard and non-standard requests.
The self-service portal supports entitlements which ensure that only the appropriate services are offered to custome
Category
General Requirements
Functional Criteria
Functional Criteria
Functional Criteria
Functional Criteria
Functional Criteria
Functional Criteria
Functional Criteria
Functional Criteria
Functional Criteria
Functional Criteria
Functional Criteria
Functional Criteria
Functional Criteria
Functional Criteria
Requirement
Ability flag "Action Log" as "non-displayed", so that discreet actions can be limited to authorized staff members
Ability for Help Desk Staff to modify ticket subject and or incident categories as necessary.
Ability for incidents to be re-assigned to a different staff members
Ability for the end user to enter incident tickets and monitor progress via the internet.
Ability for the Technician and Support Staff to create multiple custom views or filters of incidents based any field crite
Ability for users (Incident Owners?) to create Incident records through the Self Service portal.
Ability of the tool to facilitate the automatic prioritization, assignment and escalation of Incidents based on the record
Ability to add "Action to Do" lists that can be maintained for each open call
Ability to allow for multiple types of alerts (via pager and e-mail), including deadline alerts, excessive reassignment a
Ability to assign an incident to the user for more information. Please indicate in Comments if this time can be tracked
Ability to assign tasks to outside agencies (e.g., Hardware or Software service provider).
Ability to associate incident records to user and customer data.
Ability to associate of incident records to user and customer data.
Ability to change the status on an incident or reactivate incident in resolved or closed status with appropriate authori
Ability to create a new incident from within an existing one, with all the same environment details brought across into
Ability to create an RFC or problem from an incident with automatic population of fields.
Ability to differentiate between an incident and a service request.
Ability to generate reports on incident history and trends, by type of incident and by user.
Ability to input free text, screen captures, and file attachments for the recording of incident descriptions and resolutio
Ability to integrate with event and alert monitoring tools, and allow for automatic creation, update and closure of ticke
Ability to limit ticket owners
Ability to link into phone system to pop customer screen based on caller ID
Ability to link to SLAs for alerting and so that impact can be assessed if a service is performing below agreed upon le
Ability to link to the Configuration Management database or Configuration Management data; i.e., Incident record is
Ability to manage and link incident records to multiple SLAs and tiers of service based on IT customer groups or ass
Ability to manage and maintain multiple assignments for each open Incident. (i.e., parent/child relationships)
Ability to notify appropriate support and management personnel based on established rules. For example: specific fa
Ability to notify incident owners when the associated problem is resolved
Ability to reactivate incident in resolved status
Ability to record all activity about each specific call in an "Action Log".
Ability to see Countdown time left on response time (associated with priority or SLA)
Ability to set up a trigger for existing documentation to facilitate first contact resolution based on product or service e
Ability to store and maintain alerting distribution lists based on Incident types
Ability to support an interface with the Change Management tool to determine whether scheduled changes provide
Ability to support escalation, either manually or via business rules, upon incident status change, priority change and/
Ability to support hierarchical escalation, either manually or via business rules, upon incident status change, priority
Ability to support highly flexible routing of incidents based on available resources located across multiple sites and o
Ability to track support staff time on an incident.
Ability to use configurable closure categorization codes upon incident closure.
Ability to use knowledge and/or support scripts for incident diagnosis and resolution.
Automated ticket closure at a predetermined number of business days after a ticket enters resolved status
Based on the access privileges, users/helpdesk staff/supervisor shall be able to view details on pending calls open f
Capability for storing historical incident data and other Incident related information including an audit log with update
Capability to link Incidents to Problem Records, Knowledge Base, known workarounds and RFCs
clearly define treatment of Incidents, Major Incidents, Problems, Known Errors, Service Requests and Requests for
Customer can choose to receive an email any time their ticket is updated.
Date & time when the incident is logged, on updates, on closure, should be generated automatically by the t
Does access to Change Management data require any type of integration or is Change Management built on the sa
Does access to CMDB data require any type of integration, or is the CMDB built on the same platform as Incident M
Does the tool automate the rapid classification and recording of Incidents?
Does the tool enable and maintain the relationships between Incident, Known Error, and Problem records?
Does the tool enable priority, impact, and urgency indicators to be allocated to Incident records?
Does the tool facilitate access to the CMDB to navigate, modify and extract Incident related information?
Does the tool facilitate customizable thresholds for automated escalation?
Does the tool facilitate flexible report generation?
Does the tool facilitate Incident closures by utilizing customizable Incident closure codes?
Does the tool facilitate Incident Management to notify and assign high priority Incidents to multiple destinations?
Does the tool facilitate Incident matching? For example, listing all possible Problem matches keyed on the categoriz
Does the tool facilitate native access to Change Management information such as Change schedules and Change h
Does the tool facilitate the analysis of Incident and call data to identify trends?
Does the tool facilitate the automatic escalation of Incidents based on affected users and pre-determined time interv
Does the tool facilitate the automatic prioritization, assignment, and escalation of Incidents based on the record cate
Does the tool facilitate the creation, modification and closure of Incident records?
Does the tool facilitate the dissemination of information to the user community? For example, an interface that allow
Does the tool facilitate the production of management reports from historical Incident records?
Does the tool facilitate the production of reports from Incident data that can be used by Problem Management to ide
Does the tool facilitate the recording of categorization codes in terms of affected Service or CI type?
Does the tool facilitate the use of knowledge and or support scripts for Incident diagnosis and resolution?
Does the tool provide a secure historical audit log of all Incident updates and resolution activities?
Does the tool provide keyword search capabilities for closed Incidents
Does the tool provide role-based access to users who can open, modify and close Incident records?
Does the tool provide search capabilities for closed Incidents?
Does the tool support an interface with the Change Management tool to determine whether scheduled Changes pro
Does the tool support the automated routing (alerting) of Incidents to selected support staff or groups? For example
Does the tool support the input of free text for the recording of Incident descriptions and resolution activities?
Does to tool facilitate the production of reports from Incident data that can be used by Problem Management to iden
Doest the tool automate the rapid classification and recording of Incidents
Doest the tool facilitate flexible incident report generation
Flexible search capabilities for incident matching and trending.
Flexible support for desired Incident classification and logging schemas.
Generates automatic response to end user and technician when incidents are created.
have the ability to “stop the clock” or freeze the SLA Target date on incidents.
have the ability to make multiple analyst assignments
have the ability to publish Incident solution information to the Knowledge Management System for call reuse.
have the contact information as well as location information in the call window.
If a problem ticket has been created referring to the one or more incidents, tool should have facility to correlate each
Incident lifecycle management.
Incidents can be automatically escalated based on events or criteria determined by DOT.Comm, such as breach of
Incidents can be linked to configuration items.
Includes a remote control tool/function for PC incidents.
Is the application able to generate reports on outstanding (unresolved) Incidents?
Is the tool able to generate reports on outstanding (unresolved) Incidents?
It should be possible to generate alerts when SLAs or business rules are violated.
Mobile portal for use by IT staff to manage assigned Incident Records.
Must automate key tasks in the Incident management process.
Must provide incident templates or the ability to copy incidents for routine functions (such as preventive maintenance
Must track trends to help identify consistent problem areas and potential long-term resolutions.
provide access for external suppliers to action Incidents via a designated
provide automatic fill option for different fields
provide automatic notification of Incident details to stakeholders in the organization.
provide instant identification of potentially related Incidents, Problems and/or Known Errors.
provide real-time visibility of progress against Service Level Agreements.
provide the ability to define rules that govern automatic E-mail notifications that are sent throughout the lifecycle of t
provide the ability to define rules that govern the assignment of calls.
provide the ability to log and track the progress of Incidents via a customer and external supplier portals
Provision for recording the reference to vendor’s ticket number where externalvendor is approached for incide
Provision for automatic assignment of an incident to a support group based on certain specific incident data (like CI
Provision for facility where users can check the status of their tickets online.
Provision for incident timer recording the total resolution time (including a feature to stop the timer when waiting for u
Provision for querying facilities based on different parameters.
Provision for the incident assignment (Forwarded, Accepted, Rejected etc).
Provision for the incident status (Open, Assigned, Accepted, Completed, Closed, etc.)
Provision in the tool to record the name and relevant details of the Service Desk personnel who has logged the incid
Provision to accept / receive information of a CI affected by the incident from theCMDB.
Provision to capture incident description.
Provision to differentiate between incidents logged by Service Desk on user’s calls and infrastructure events automa
Provision to match incident to a work around (from Knowledge Base) or a Problem from Known Errors Database (KE
Provision to record all data about affected user – user name, employee number/ID, job title, location, department, em
Provision to record the caller’s name separately from the affected end user name. In some cases a different person
Provision to record the incident category. This should be provided in the form of a pull-down list to eliminate errors. R
Provision to seek user confirmation before closing the incident ticket (the system should automatically close the in
communication sent to the user).
Provision to seek user feedback for each incident resolution (transaction survey).
Provision to select the affected IT Service (this can be inferred from CI also if the data is updated in CMDB).
Provision to select the severity for the incident in the tool.
Provision to trigger automatic email to user on resolving the incident.
Provision to trigger email notification to support group / technical staff on incident assignment.
Provision to trigger email to user on incident creation.
Resolved tickets will automatically trigger an email to the user
Resume work date required prior to putting ticket in waiting (hold) status
Service Level details for all the IT Services should be available for the Service Desk usage in some form in the tool.
Supports relationship between incident and problem records including ability to create a Request for Change or prob
The ability for hierarchical notification about incidents that exceed or will soon exceed Priority/SLA parameters.
The ability to collect feedback (satisfaction survey) upon the close of an incident.
The ability to initiate a ticket on behalf of someone else - list the requestor as different than the author.
The ability to put incidents on hold so time does not count against SLA.
The solution supports interfaces with the Problem Management and Configuration Management system to determin
The solution supports the ability to automate incident models and workflow based on record classification.
The solution supports the ability to automatically generate a unique case number to each request
The solution supports the ability to notify the Incident Manager about cases that exceed or will soon exceed Priority/
The solution supports the creation, modification, resolution and closure OR cancellation of incident records.
The solution supports the integration with a Configuration Management Database (CMDB) to support the association
Ticket priority automatically determined by impact and urgency
Work-arounds and temporary solutions can be identified as candidates for the knowledge management database.
Category
Integration Criteria
Functional Crieria
Functional Crieria
Functional Crieria
Functional Crieria
Functional Crieria
Functional Crieria
Functional Crieria
Requirement
Ability to assign impact and urgency codes to problem records
Ability to automate opening of a problem record from an incident record based on business rules and SLAs
Ability to automatically update status or close all related incidents to a problem upon updating of status or closure of
Ability to develop templates for recurring problems
Ability to facilitate the production of reports, from incident data, that can be used byProblem Management to identify
Ability to integrate problem management with incident and change management, i.e. ability to associate problem rec
Ability to link problems/known error records to a CI, group of CIs or a service
Ability to prevent closure of a problem before all assignments have been resolved
Ability to provide configurable problem process and categorization templates
Ability to provide for documenting and managing knowledge data pertaining to problem and error control (e.g., data
Ability to provide Problem Management solution that supports the creation, modification and closure of problem reco
Ability to provide standard required problem record data fields
Ability to track the total amount of time the problem was worked on and how long it was open
Ability to view impacted CIs from within a problem record, and to view upstream and downstream affected CIs and I
Affected end user should be recorded in the ticket (in some cases it may be a group of users/department).
Affected IT Service (can be inferred from CI).
Can each Problem assign and track multiple tasks and multiple parties?
Cause Code for the Problem to be used for analysis and reporting purposes.
Closing a problem ticket should notify all support groups or engineers who have been assigned related incidents.
Do you track Known Errors as separate records?
Does access to Change Management data require any type of integration, or is Change Management built on the sa
Does access to CMDB data require any type of integration, or is the CMDB built on the same platform as Problem M
Does the tool differentiate between the criticality of CIs to assist Problem Management staff in classifying Problem re
Does the tool enable impact and urgency codes to be assigned to Problem records?
Does the tool enable the Problem Management team to communicate status and progress reports, as well as tempo
Does the tool facilitate links with the CMDB to enable the updating of Problem records with Configuration information
Does the tool facilitate progress tracking and monitoring of Problems? For example, tracking ownership and respons
Does the tool facilitate secure and controlled access to the CMDB to navigate, modify, and extract Problem Manage
Does the tool facilitate the association and maintenance of the relationships between Incident and Problem records?
Does the tool facilitate the association and maintenance of the relationships between Known Error records and RFC
Does the tool facilitate the automation of escalation procedures from Incident Management to Problem Managemen
Does the tool facilitate the creation, modification, and closure of Problem records?
Does the tool facilitate the entry of free text for the recording of Problem descriptions and resolution activities?
Does the tool facilitate the generation of customizable management reports? For example, can the tool facilitate tren
Does the tool facilitate the matching of Incidents to Problems and Known Errors?
Does the tool have native access to Change Management information such as Change schedules and Change histo
Does the tool provide historical data on Problems and Known Errors for use by support staff during the investigation
Does the tool support the ability to distinguish between an Incident, Problem, and Known Error?
Does the tool support the ability to route and assign Problem records to pre-defined support staff or groups?
Is the tool able to increase the severity or impact rating of a Problem according to the number of associated Incident
Must be able to relate and link problems to specific incidents. Can multiple incidents be linked to a single problem?
Must provide a separate module for recording problems, known errors, workarounds and solutions.
Pareto analysis and trend reporting on problems.
Please describe how problems, known errors, workaround and solutions are captured? How does your solution dist
each Problem support multiple incidents, configuration items, and know error records?
Progress of problem ticket from Problem-Error-Resolution and the time taken in each stage should be recorded.
Provide a secured historical audit log of all updates to problem records.
provide automatic population of associated Incidents with details of a workaround from the Problem.
provide automatic resolution of related Incidents when a Problem has been fixed.
provide for seamless integration with Known Error and Change Management processes
provide one-click functionality to promote an Incident to a Problem.
provide Problem prioritization based on business impact and urgency, available resources and potential risk.
Provide problem process templates based on industry best practices and/or ITIL
provide real-time access to potential solutions via the Knowledge Bank.
provide real-time trend analysis of Incident data for proactive Problem Management.
provide single-click creation of Problems and Known Errors.
Provision to record priority of the problem (can be a function of impact and urgency).
Provision to record the source of the problem ticket (proactive / reactive with description).
Provision for Problem ticket number to be generated by the system automatically that will be unique for each problem
Provision in the tool for assignment to support group / engineer.
Provision of free text form for capturing the description of problem.
Provision to automatically update the resolution and the problem in the KnowledgeBase when the problem ticket is u
Provision to capture detailed problem resolution in a free text form.
Provision to capture Problem status code (Open, Work In progress, Completed, etc.).
Provision to capture the corresponding Request for Change (RFC) where required.
Provision to record impact of the problem.
Provision to record the classification code (type of problem within IT Service).
Provision to record the corresponding incident ticket number if generated from an incident.
Provision to record urgency of the problem.
The ability for authorized users to create new problem records, and enforce data rules and required fields.
The ability for the problem management team to communicate status and progress reports, as well as temporary so
The ability of assigning tasks to individuals to be accomplished within a specified time frame. The tool shall notify th
The ability of differentiating between problems and known errors.
The ability to create, maintain and monitor a knowledgebase
The ability to document root cause analysis and work-around for each task.
The ability to increase/decrease the severity or impact classification of a problem according to the number of associa
The ability to integrate with Change Management allowing for the linking of Problem records to Change records in o
The ability to integrate with Configuration Management allowing for the linking of Problem records to CI records in or
visibility into problems associated with a CI or set of CIs.
The ability to integrate with Incident Management allowing for the linking of Incident records to Problem records in o
The ability to link with third party knowledge bases
The ability to make problem and known error details available to Incident Management for use in matching, troubles
The ability to present historical data on problems and known errors for use by support staff during the investigation p
The ability to publish FAQ’s and supporting reference documents within the knowledgebase that is accessible by en
The ability to report on the number of proposed solutions, most used solutions, and least used solutions in the know
The ability to route and assign problem records to pre-defined support staff or groups
The ability to search for known solutions, work around and known errors based on the description of the problem
The ability to support free text, screen captures, and file attachments for the recording of problem descriptions and r
The ability to track multiple tasks and assignments with a problem
The ability to use solutions developed in response to past incidents to create new knowledge base entries
The affected CI should be recorded from the CMDB.
The date and time for the problem ticket should automatically be assigned by the system.
The solution supports the ability to configure and maintain standard operating procedures within the knowledgebase
The solution supports the ability to link CI's items in the CMDB to knowledgebase articles
The solution supports the identification problematic or unstable configuration items
Tool should provide facility to correlate problem ticket to one or more Incident tickets from where the problem has be
Category
Functional Criteria
Requirement
A notification is generated a CI selected for change is already associated with another pending change.
Ability to promote one or more RFC(s) to a release, with corresponding notifications
Ability for automated notifications sent at the scheduled start time to the activity assignee to remind them of the chan
Ability to allow for scheduling of recurring events, such as certain types of maintenance
Ability to assign impact and urgency codes to problem records
Ability to automate opening of a problem record from an incident record based on business rules and SLAs
Ability to automatically create a change request for unauthorized changes to CIs
Ability to automatically produce the change schedule (FSC) in an HTML format that can be published to a Web serv
Ability to automatically update status or close all related incidents to a problem upon updating of status or closure of
Ability to calculate an objective risk assessment considering business impact, affected application/business services
Ability to clone change records
Ability to create subactivities or task records for a specific change record, for separate assignment to an individual, g
Ability to customize Change Dashboard by person, group, customer
Ability to develop templates for recurring problems
Ability to document back-out procedures, installation and turnover documents within the RFC
Ability to easily identify the affected CIs whenever a change is made to a particular CI
Ability to easily reschedule changes and identify scheduling conflicts
Ability to edit RFC's based on roles and change status
Ability to facilitate secured and controlled access to Change Management information such as change schedules an
Ability to have multiple approvers and electronic routing of those approvals
Ability to integrate forward schedule of changes (FSC) with Lotus Notes calendaring system
Ability to integrate problem management with incident and change management
Ability to link problems/known error records to a CI, group of CIs or a service
Ability to notify when a change request is created for an asset that is the subject of another change.
Ability to open an RFC against an incident/problem/known error record, and automatic population of the RFC
Ability to prevent closure of a problem before all assignments have been resolved
Ability to progress requests through the appropriate stages of authorization and implementation and to maintain clea
Ability to promote one or more RFC(s) to a release, with corresponding notifications
Ability to provide a change calendar with scheduled change viewing by group, and to customize the sorting and filter
Ability to provide automated repeatable metrics
Ability to provide Change Management solution that supports the creation, modification and closure for changes bas
Ability to provide configurable change process and categorization templates
Ability to provide configurable problem process and categorization templates
Ability to provide for documenting and managing knowledge artifacts pertaining to problem and error control (e.g., da
Ability to provide on-line role-based approval, retracting or rescheduling of RFCs
Ability to provide proactive notification and approval workflow to stakeholders and change advisory board (CAB ) m
Ability to provide proactive notification to stakeholders and change advisory board (CAB )
members for changes with critical business impact, collisions and compliancy issues
Ability to provide real-time dashboards
Ability to provide role-based approval, retracting or rescheduling of RFCs
Ability to provide standard required problem record data fields
Ability to provide visual depictions of upstream and downstream CIs that can be navigated in a configuration manag
Ability to reference Change Model that clearly depicts the requirements and activities associated with the change pro
Ability to reference change policy and bylaws which reflect managements expectations and intentions
Ability to relate post implementation incidents and problems resulting from an implemented change
Ability to restrict desired deployment dates based on predefine restrictions
Ability to restrict desired deployment dates during RFC submission based on minimum lead times
Ability to route and assign change records to pre-defined support staff or groups
Ability to select and create "preapproved changes" from a list of predefined templates with prepopulated content, su
Ability to send notifications upon implementation for each open assignment.
Ability to set response thresholds for automated approval process
Ability to support maintenance, release and moratoriums (locked status) for freeze windows
Ability to support release and deployment management as part of the change process
Ability to track the total amount of time the problem was worked on and how long it was open
Ability to use different process flows according to urgency
Ability to verify and select pre-approved changes from a viewable library
Ability to view impacted CIs from within a problem record, and to view upstream and downstream affected CIs and I
Automated Approval workflow - 1. Ability to automatically send approval requests to designated approvers. 2. ability
approval (rejection) to change owner and change manager
Automated notification of RFC's to appropriate person(s) when change is updated, status change, etc.
Automatic notices sent out for past due scheduled changes.
Automatic notification will be sent to the specified stakeholder for any change based on results
Automatic prompting to carry out reviews of implemented changes
Automatic scheduling of change reviews for implemented changes after defined time periods
Automatic warnings of any RFC's that exceed pre-specified time periods during any stage (OLA)
Capability to link RFC's to projects
Change approval processes are driven by configurable business rules to ensure review and approval based on critic
Change management and approval are recognized in the application as separate from service requests.
Changes are linked to configuration items.
Changes are linked to service requests and/or projects.
Changes can be associated to projects
Clear interface to be configured to log a change from a problem record.
Discovery capabilities for service dependencies highlighting potential impact if a service is added, modified or delete
Do facilities exist for establishing and maintaining the logical association between Known Errors and Changes? For
Does access to CMDB data require any type of integration, or is the CMDB built on the same platform as Change M
Does the tool enable impact assessment and resource requirement information to be drawn from all appropriate fun
Does the tool facilitate customization of reporting functions? For example, ability to build custom report types based
Does the tool facilitate notification and escalation throughout the Change lifecycle should Service Levels be breache
Does the tool facilitate the ability to control, read, write, and modify access for Change Management staff, Change b
Does the tool facilitate the ability to reject Changes? For example: Status of reject, ability to record reason for reject
Does the tool facilitate the closure of Known Errors, Problems and Incidents when a related Change is successfully
Does the tool facilitate the communication of Change information and schedules that can be distributed to the Servic
Does the tool facilitate the identification of post implementation impact and resource utilization for completed Chang
vs. actual resource utilization be tracked and analyzed?
Does the tool facilitate the monitoring and tracking of the life cycle of a Change request? For example, tracking a Ch
Does the tool facilitate the Problem Management process being kept apprised of future, current, and historic Change
Does the tool facilitate the production of Change schedules? For example, build, testing, and implementation schedu
Does the tool facilitate the recording of back-out procedures within the Change record?
Does the tool facilitate the recording of impact assessment information within the Change record in order to support
Does the tool facilitate the routing of RFCs to the appropriate authorization bodies as defined within the ITIL Change
– IT Executive.
Does the tool facilitate the scheduling of Change reviews for implemented Changes after definable time periods?
Does the tool facilitate the task of updating CI information in the CMDB? For example, is the Change tool integrated
Management workflow?
infrastructure are accurately reflected in the CMDB.
Integration with configuration management module to have adequate control on the configuration items.
Is the tool able to access CI detail to assist in the assessment of Change authorization? For example, the use of imp
It should be possible to accommodate both planned and unplanned changes.
Native integration with Configuration Management
Native integration with Incident Management
Native integration with Problem Management
Native integration with Release Management
Native integration with Service Level Management
Parameters to be configured to differentiate normal changes and urgent changes.
Post Implementation Review (PIR) report to be available against the RFC.
Predetermined fields will be auto-populated when a standard change # from the library is entered. Manual entry for
provide automated tasks that allow a request to progress without requiring user input.
provide automatic notification regarding the progress of a request to stakeholders and other interested parties.
Provide basic required change record data fields
Provide change workflow feeds into release workflow
provide flexibility to map ITIL process with its workflow features.
provide for advanced workflow capabilities for clear definition of complex processes.
provide full integration between Change, Configuration and Problem Management processes.
provide management of service request commitments through Service Level Agreements.
Provide on-line approvals with the ability to specify required approvals from a user or group.
Provide problem process templates based on industry best practices and/or ITIL
provide specialized approval tasks for a customer via a web based portal interface.
provide specialized tasks that can be completed by an external supplier via a web based portal interface.
Provide template workflow best practices and/or ITIL for emergency, normal and preapproved change
provide the ability to assess potential collisions of a Change
provide the ability to automatically apply Operational Level Agreements and Underpinning Contracts to tasks and ap
provide the ability to schedule regular, recurring requests.
provide visibility of a Forward Schedule of Change via the Customer Portal.
provide visual representation of the various tasks required to complete a request.
provides the ability to automatically assess CI’s affected by a Change based on CMDB CI information
provides the ability to automatically assess the risk associated with the change based on CMDB CI information
Provision for Change form to be created with all the details required for the change request to be assessed and app
Provision for the RFC to have references to Problem/Incident tickets where required.
RFC assessment and analysis data should be captured for easy reference. This may have to be subjected to role ba
Should automatically update configuration management data, so changes to the IT
Should include a change calendar that provides a global view of all changes on the schedule.
Should provide comprehensive approval capabilities that maintain agreement among stakeholders about what chan
Supports the analysis and recording of impact assessment using CI details within the change record in order to supp
System should provide for workflow system to enable electronic notifications and approval from the required list of a
The system should provide facility for all approved RFCs to provide an implementation plan and tracki
The ability for authorized users to create new problem records, and enforce data rules and required fields.
The ability for the problem management team to communicate status and progress reports, as well as temporary so
The ability of assigning tasks to individuals to be accomplished within a specified time frame. The tool shall notify th
The ability of differentiating between problems and known errors.
The ability to communicate information of changes and schedules that can be distributed to the key groups such as
The ability to create, maintain and monitor a knowledgebase
The ability to document root cause analysis
The ability to enter free form text, screen captures, and file attachments as well as the use of codes for recording of
The ability to enter of free form text, screen captures, and file attachments as well as the use of codes for recording
The ability to increase/decrease the severity or impact classification of a problem according to the number of associa
The ability to integrate with Change Management allowing for the linking of Problem records to Change records in o
The ability to integrate with Configuration Management allowing for the linking of Problem records to CI records in or
visibility into problems associated with a CI or set of CIs.
The ability to integrate with Incident Management allowing for the linking of Incident records to Problem records in o
The ability to link with third party knowledge bases
The ability to make problem and known error details available to Incident Management for use in matching, troubles
The ability to monitor and track the lifecycle of a Change request with the ability to modify details throughout the cyc
The ability to present historical data on problems and known errors for use by support staff during the investigation p
The ability to publish FAQ’s and supporting reference documents within the knowledgebase that is accessible by en
The ability to report on the number of proposed solutions, most used solutions, and least used solutions in the know
The ability to route and assign problem records to pre-defined support staff or groups
The ability to search for known solutions,work around and known errors based on the description of the problem
The ability to send approval requests several times and to store multiple instances of approvals. The ability to reset
The ability to support free text, screen captures, and file attachments for the recording of problem descriptions and r
The ability to support time and cost tracking for project based activities as well as service event based activities
The ability to track multiple tasks and assignments with a problem
The ability to use solutions developed in response to past incidents to create new knowledge base entries
The application has the ability to capture change approvals.
The application provides the means to easily identify other CIs impacted whenever a change to a specific CI is propo
The application supports the ability to identify projects and enter project information.
The application supports time and cost tracking for project based activities as well as service event based activities.
The Change Management module should provide a rule-based workflow system for controlling changes throughout
The change processes should be easily tailorable to the processes unique to our organization.
The solution facilitates the identification of different RFCs that pertain to the same CI's
The solution provides capabilities to store a list of Standard Changes (pre-authorized by the Change Manager) and
The solution supports the logical association between incidents, problems, and changes
The solution supports the production and display of change schedules through a central "Forward Schedule of Chan
The system should provide notification to the RFC creator when the RFC is approved/ rejected from each one of the
Upon submission, a requestor has the ability to view available release windows from FSC
Various workflow tasks to be configured in the system to capture and track the flow of a change.
Category
Functional Criteria
Functional Criteria
Functional Criteria
Functional Criteria
Include in RFP
Y
Y
Y
Y
Y
Requirement
Ability create and publish Service Components that may include both Professional Services and Technical Services.
Ability for non-IT based people to create service definitions, design service workflow and easily publish these service
Ability for service catalog to contain security features that allow users to only see what is available to them.
Ability for service catalog to provide attractive web interface for users that is easy to use to request services.
Ability for the Service Catalog to be widely available to those who are approved to access it.
Ability for the Service Catalog to integrate with the Configuration Management Database.
Ability to assemble services into customer and business relevant packages.
Ability to automatically create and track Service Requests through the Service Catalog.
Ability to create and publish service offerings with descriptions, service levels, available service bundles, and pricing
Ability to customize service definition templates and pre-packaged Service Catalog content.
Ability to handle different service states (for example, services in design versus services in production).
Ability to have configurable service definition templates out of the box.
Ability to have different views of the Service Catalog, such as Technical Service Catalog and Business Service Cata
Ability to have prepackaged Service Catalog content out of the box.
Ability to limit access to the Service Catalog based on user-level security.
Ability to organize services into logical groupings or hierarchical structures.
Ability to provide a single source of consistent information on all production services.
Ability to provide user training information regarding the Service Catalog (for example: access instructions, navigatin
Ability to publish services with associated features, benefits, service levels, pricing/costing, components.
Ability to quickly find services via a search engine.
Ability to support a multifunction service catalog (example: IT, HR, Facilities, Procurement)
Ability to support a structured content framework (services, subservices, etc.).
Ability to support different service levels for the same service (e.g., bronze, silver, gold levels).
Ability to support distributed, role based Service Catalog management.
Discovery capabilities for service dependencies highlighting potential impact if a service is added, modified or delete
The ability to measure service quality and timeliness against defined benchmarks and/or metric guidelines. (SLA, OL
Workflow tool allowing definition of service from initial request to fulfillment incorporating the ability to support serial
delivery is successfully accomplished
Category
Include in RFP
Y
Y
Y
Y
Y
Y
Y
Y
Y
Y
Y
Requirement
Ability to associate individual with contracts and services (SLM)
Ability to auto verify that SLA targets are supported by OLA and UC targets
Ability to automate request routing for appropriate authorizations (e.g. Financial, Security, etc..)
Ability to automate service availability and performance thresholds monitoring against defined SLA's
Ability to automate the management of service level targets in terms of automated business rules, alerts, escalations
Ability to build workflows that allow for the building, agreeing on, approval of and maintenance of SLA/OLAs.
Ability to create and publish Service Components that may include both Professional Services and Technical Servic
Ability to create dashboards or scorecards that communicate to Service owners any issues and/or failures.
Ability to create dashboards that provide drill-down capability to other components.
Ability to handle multiple contract types and contracts per customer
Ability to handle priority definitions and action times different for each customer
Ability to incorporate a search engine to facilitate locating service information
Ability to integrate with project management systems, financial systems and billing systems.
Ability to link SLAs to business units or departments, so that impact can be assessed if a service is performing below
Ability to maintain historical data and information on services. This includes SLA/OLA result data for each service.
Ability to manage and monitor OLA's and supplier performance metrics in Underpinning contracts (UC's)
Ability to organize services into logical groupings or hierarchical structures that can be used to assemble services in
Ability to provide a dashboard view to appropriate SLAs in order to measure request fulfillment against targets.
Ability to provide on-line display of services and their quality status.
Ability to provide severity definitions for SLA's.
Ability to publish different support levels for the same service
Ability to report on SLA achievements vs. SLA targets.
Ability to route and assign service request records to pre-defined support staff or groups including IT, HR, Purchasin
Ability to schedule SLA/OLA/UC review cycles and renewals
Ability to setup role-based views of the Service Catalog
Ability to store business process schedules in a central calendar to facilitate the management of Service Level Agree
Ability to store Service Level Management information (SLA's, OLA's, UC's, reports) in CMDB as structured data .
Ability to store SLA, OLAs and Underpinning contracts.
Ability to support a multifunction service catalog (example: IT, HR, Facilities, Procurement)
Ability to support multiple SLA structures such as master agreements with extensions or addendums for specific bus
Ability to support the management, development, and review of Service Level Agreements, Operating Level Agreem
Ability to utilize a central area for IT employees to publish service related information including outages and other iss
Ability to verify the consistency of SLA's in their relationships to the Supplier Contracts and Operating Level Agreem
Does the tool automate Service delivery threshold monitoring against defined Service Level Agreements?
Does the tool facilitate reporting against SLA requirements? For example, reports of Service achievements against
Does the tool facilitate the ability to associate Services to specific business functions based on usage or subscription
Does the tool facilitate the capturing of data from many sources to give a coordinated picture of end-to-end Service
Does the tool facilitate the customization of reports to a specific audience?
Does the tool facilitate the development and monitoring of Underpinning Contracts with third party vendors as well a
Does the tool facilitate the input of Service Level targets in terms of operational requirements? For example: Ability
Does the tool facilitate the linkage of CI impact attributes such as critical CI’s or VIP’s to Service Level Agreements?
Does the tool facilitate the production of real time graphical Service summaries, including identification of threshold b
Does the tool facilitate the recording of Service descriptions and cataloguing of Services? For example: Ability to de
monitored and reported against).
Does the tool facilitate the verification and consistency of SLAs in their relationships to the Underpinning Contracts a
what is promised in the SLA with the customer.
Does the tool manage the scheduling of the review cycle and life span of an SLA?
Does the tool provide Incident Management access to SLA information regarding IT support? For example, respons
Does the tool provide SLA access to Change Management? For example, access to Service Level Agreement deta
Does the tool provide SLA information to Problem Management?
If multiple SLAs are triggered, the strictest one must drive the workflow.
Must automatically determine, based on information in the call record, the appropriate service contract to asso
provide a comprehensive Service Catalog listing all of the services currently being provided.
provide automated agreement identification when an Incident is logged or details are updated.
provide integrated notification support for internal escalation and breach of service alarms.
provide real-time monitoring to track the progress of calls and requests against Service Level Agreements
provide service targets that can be customized to meet unique business needs. It would be good if this customizatio
for 100%, etc).
provide the application of Service Level Agreements, Operational Level Agreements and Underpinning Contracts ac
provides operating level agreement templates
provides service catalogue templates
provides service level management templates
provides vendor underpinning contract templates
Supports the management, development, and review of Service Level Agreements, Operating Level Agreements, an
The solution should show immediate status of tickets for e.g.: How many are achieving SLAs? How many ar
The product must provide Wizards to help set up new SLAs.
The product should monitor ongoing activities via dashboards.
The SLM module should provide an easy way to define standardized service level objectives for calls, incidents, pro
people and business services.
The solution provides customizable service definition templates and pre-packaged Service Catalog content
The system must provide immediate breach identification.
Category
Functional Criteria
Functional Criteria
Include in RFP
Y
Y
Y
Y
Y
Y
Y
Y
Y
Y
Y
Y
Y
Y
Y
Y
Y
Y
Y
Requirement
Ability to facilitate Incident Management in providing criticality and impact indicators of failed CIs for classifi
Ability to facilitate the registration and management of an organization’s configuration items (CIs). For e.
Ability in the CMDB to facilitate proactive Problem management by identifying infrastructure components that i
configuration items?
Ability to facilitate the verification of the CI data with the actual physical infrastructure by automated or manu
Ability to "freeze" a CI so that it cannot have an RFC logged against it at all.
Ability to add custom fields to the CI Type.
Ability to add or delete Configuration Item (CI) Types and their corresponding fields. No programming skills shall be
Ability to allow deletion of CIs only by authorized users.
Ability to assign maintenance windows that support priority, impact, and urgency indicators for Configuration Items.
Ability to assign maintenance windows to any CIs.
Ability to auto discover CIs in the environment.
Ability to capture audit trail of a CI. For e.g. installation date, records of changes, previous locations.
Ability to control all phases of application/patch management to include deployment, patch removal, audit and inven
Ability to create automated alerts to various people or systems when a CI is found to be in an unauthorized state.
Ability to define the dependency relationship between CIs in both directions using custom terminology if desired. (i.e
Ability to display CI fields based on a CI Type.
Ability to distinguish an Asset from a CI.
Ability to do automated dependency mapping.
Ability to edit any existing CI field values by authorized users.
Ability to enforce data validation rules on field values on registration of any new CI.
Ability to facilitate only authorized access to the CMDB for read, write, and modify activities.
Ability to facilitate the assessment and approval of change requests by providing information on affected CI’s.
Ability to facilitate the establishment of relationships between CIs. For e.g. parent / child, peer-to-peer, upstream / do
Ability to facilitate the identification of different RFCs that pertain to the same CIs.
Ability to facilitate the integration of CMDB data with Incident records.
Ability to facilitate the recording of CI attributes. For e.g. serial number, version, location and others. It should also
Ability to facilitate the recording of CI status changes when changes are proposed, or authorized changes are implem
Ability to generate a complete CI list by user, department, system, account code, vendor, CI Type, Computer User A
Ability to group an individual customer's/user’s CIs and services to provide cost information
Ability to interface with all internal MDRs (i.e. SCOM) allowing the tool to compare authorized configurations with the
Ability to interface with and make use of barcode scanners
Ability to interface with Inventory Control tools to automate gathering of asset and inventory information.
Ability to maintain an audit trail of changes made to a CI attribute over time.
Ability to manage leases, depreciation schedules, warranties, and service provider contracts.
Ability to perform ad hoc/general queries
Ability to perform software license management including automated notification of license expiration and non-comp
Ability to provide a graphical representation of the dependencies between CIs.
Ability to provide different levels of access to configuration information based on roles.
Ability to provide flexible management reports regarding CI inventory, asset and financial information to facilitate con
Ability to provide predefined CI relationship templates.
Ability to reconcile CI maintenance windows to SLA maintenance windows.
Ability to record a wide variety of contracts and licensing agreements by attaching them to records.
Ability to register new CIs (including fill in all field values) by user. Describe how the system scans or registers new
Ability to search for a CI by any CI field.
Ability to set automatic workflow triggers based on CI attribute values.
Ability to support a web-based front end.
Ability to support both flexible data import/export, and simple points of integration for associated tools.
Ability to support CI lifecycle status management. For e.g. planned, ordered, under development, in test, implemen
Ability to track all CI purchases from order requests through item receipt and implementation
Ability to track Asset status and lifecycle management such as procurement, stored, configured, deployed, active an
Ability to track both fixed and variable costs of CIs.
Ability to track the physical location of contracts and agreements, and identify the individuals responsible for them
Ability track asset tags and work with barcode scanners
Bulk import of licensing data – save time with simultaneous uploading of multiple licensing records
Can Configuration Management information be used to automate the updating of the live environment? For example
CI should include model, asset number, warranty, dates, account code, project code.
Configuration Management solution supports the registration and management of an organization’s logical, physical
Does the CMDB facilitate proactive Problem Management by identifying infrastructure components that are problem
Configuration Items?
Does the tool facilitate Incident Management in providing criticality and impact indicators of failed CIs for classificatio
Does the tool facilitate only authorized access to the CMDB for read, write, and modify activities?
Does the tool facilitate scheduled Configuration audits?
Does the tool facilitate the assessment and approval of Change requests by providing information on affected CIs?
Does the tool facilitate the automated reestablishment of parent and child relationships when CIs are added, deleted
Does the tool facilitate the establishment of relationships between CIs? For example, parent / child, peer-to-peer, up
Does the tool facilitate the identification of different RFCs that pertain to the same CIs?
Does the tool facilitate the integration of CMDB data with Incident records? Is the CMDB separate from Incident Ma
Does the tool facilitate the integration of CMDB data within Problem Management records? Is the CMDB separate fr
Does the tool facilitate the integration of CMDB data within the Change Management records? Is the CMDB separat
Does the tool facilitate the logging of historical Changes to the CI record for auditing purposes? For example, install
Does the tool facilitate the recording of CI attributes? For example, serial number, version, and location attributes.
Does the tool facilitate the recording of CI baseline information? For example, reverting to a previous version of CI C
Does the tool facilitate the recording of CI status Changes when Changes are proposed or authorized Changes are
Does the tool facilitate the registration and management of an organization’s Configuration Items (CIs)? For examp
Does the tool facilitate the verification of the CI data with the actual physical infrastructure by automated or manual m
Does the tool provide a form of (graphic) display to show the relationships between CIs?
Does the tool provide flexible management reports regarding CI inventory, asset and financial information to facilitat
Does the tool support customizable CI lifecycle status management? For example, planned, ordered, under develo
facilitates the automated discovery and re-establishment of relationships when Configuration Items are added, delet
Integrates with Availability Management allowing for CI information that is readily available regarding availability stat
Integrates with Capacity Management allowing for CI information that is readily available regarding capacity status a
Integrates with Change Management allowing for the linking of Change records to CI records and to make CI inform
Integrates with Incident Management allowing for the linking of Incident records to CI records and to make CI inform
Integrates with Problem Management allowing for the linking of Problem records to CI records and to make CI inform
Integrates with Release Management allowing for the display and reporting of imapcted CIs via their link to changes
Integrates with Request Fulfillment allowing for the linking of service requests to CI records.
Integrates with Service Catalog to provide CI information as it relates to service offerings.
Integrates with Service Level Management allowing for the linking of Services to CI records and to make CI informat
Is the tool able to customize the CI relationship models to meet organizational requirements?
Knowledge Integrates with Knowledge Management allowing for the linking of knowledge to CI records.
Multiple Software Audit options – import software audit information from Microsoft SMS & SCCM and other solutions
Must support following ITIL Processes: Incident, Problem, SLM, Change and Release Management.
provide a centralized view of assets and CIs without the need to move all data to a single repository.
provide a graphical representation of relationships and dependencies between IT services and assets within an ente
provide access to a fully-featured Service Catalogue via the main application and a Customer Portal
provide an effective and efficient reconciliation engine with data obtained from a variety of sources.
provide clear visibility of the complex interdependencies that make up the IT infrastructure.
provide control of CMDB updates through the Change and Release Management processes.
provide fully federated, easily deployed CMDB
provide lifecycle information incidents problems, releases, costs associated with a CI
provide out of the box graphical representation of CI’s including icons
provide out of the box integrations with best of breed asset discovery and network management tools.
provide out of the box templates for component and end to end service definitions
provide quick identification of the potential cause of issues through comprehensive impact analysis.
provide synchronization of changes and updates to CIs in order to remove duplication and inaccuracies.
provide the ability to create a baseline or snapshot of a particular configuration at a point in time.
provide the ability to define and track the availability of CIs and services over given periods of time.
provide the ability to simulate outage scenarios to identify single points of failure as well as the assets and stakehold
provide the ability to specify who can view and update CMDB items and change periods when updates are allowed.
provide versioning of a CI throughout its lifecycle and the ability to roll-back to a prior version if necessary.
Provision in the tool for graphic display to show the relationships between CIs.
Provision in the tool to facilitate Configuration Management information is used to automate the updating of the live e
Support for Multiple Licensing Models – from off-the-shelf application through to company-wide and version mainten
Supports the linking of Configuration Item records to source content residing in the Definitive Media Library.
Supports verification of the CI data with the actual physical environment by automated or manual means
The solution provides IT asset management functions utilizing CMDB data. Describe how the tool support the full life
The solution supports the recording of user definable CI attributes
Category
Functional Criteria
Functional Criteria
Functional Criteria
Functional Criteria
Functional Criteria
Include in RFP
Y
Y
Y
Y
Y
Y
Y
Requirement
Ability for tool's knowledge management database to search other knowledge bases in environment.
Ability to access, update, and populate Knowledge Base information based on user, role or group access.
Ability to allow user feedback to rate/score content for usefulness related to the inquiry
Ability to automatically populate a knowledge article into an incident
Ability to create a knowledge article via a fill-in-the-blank form
Ability to email a whole page or link to an article.
Ability to embed Web links, images and objects into knowledge articles (e.g., screenshots, etc.)
Ability to have a defined workflow process for reviewing and approving pending knowledge articles that can be displ
Ability to have a rich-text editor (RTE) that supports links within documents, document-to-document links and attach
Ability to launch fast knowledge searches using the categorization (or partial categorization) selections as key value
Ability to make certain fields in the knowledge article template mandatory
Ability to manage full life cycle of knowledge articles through administration capabilities (e.g., submission, editing, re
Ability to provide automated administration (ease of adding, editing and maintaining the data, and ability for end-use
Ability to provide feedback about issues within the knowledge base.
Ability to provide knowledge management capabilities by floating the most relevant hits to the top, in order of closest
Ability to provide knowledge-centered support (KCS) standards and guidelines
Ability to retrieve solution based on any field (including user defined) such as category, problem, device. Supports a
queries, internet type search, did you mean type search, spelling errors while searching, list of acronyms, flexible se
Ability to support a variety of search methodologies, including metadata, fuzzy searching, hierarchical/drill-downs, cr
and proper stemming, and Boolean search methodology
Ability to support role-based knowledge items (i.e., a technical role can access either technical-facing or customer-fa
Able to score/prioritize results?
Allows embedding graphics/pictures?
Allows service desk agents to search knowledgebase directly from within the incident management screens?
Articles in the knowledge management database can be made available to customers through the self-service porta
Articles proposed for knowledge management can be reviewed and authorized.
Availability of a FAQ section divided by category.
Can be configured to support different user groups (separate security, databases, document formats, reporting etc.)
Can search across multiple knowledge bases and data sources?
Capable of searching data sources other than its own databases (web, various network file formats) and presenting
Contains an automated workflow component for document creation, review and promotion. Accommodates differen
Describe interaction between the Knowledge Management module and the Service Desk, Incident Management and
Displays search results in a manner which supports efficient use?
Ease of administering the weighting and relevancy scores associated with knowledge articles
Easy process for incorporating repeat cases into FAQs or knowledge base entries.
Easy process for users to access data.
Has a customizable thesaurus of synonyms/acronyms/ words to ignore while searching?
Has a powerful search engine?
Has a web search capability?
Has algorithms for determining relevancy?
have Industry best practice Knowledge Centered Support (KCS) verification.
Interacts with user in defining the search criteria?
Knowledge management articles are subject to access restrictions based on role.
PDF and MS W ord attachments are included in the full text search capability.
Performs Boolean-logic queries?
Performs natural language queries?
Performs spell check?
Permits linking between documents, both inside the knowledgebase and in external locations. Can report on relatio
Permits refinement of a search?
provide automated keyword mining from linked articles.
provide automatic alerts to relevant articles to assist with call resolution.
provide Knowledge Management with seamless integration with other service management processes.
provide Self-service Knowledge Management access via the Customer Portal.
Provide spell checking capabilities
provide Support for semantic searching.
Provides a count of the number of times an article is viewed.
Provides reports showing system usage, volume and effectiveness of user contribution?
Provides templates (data entry forms) for manual document creation?
Provides the tools for users to develop custom queries?
Provides tools to distribute knowledge without leaving the application (print, e-mail, copy/paste, fax)?
Provides tools to support authoring, including workflow and version control for the content review and promotion pro
Provides version control, for both official documents and documents in the development / review process?
Raises visibility of most relevant/most used solutions?
Scaleable in terms of large volumes of data and users without impact to performance?
Searches/matches by phrase?
Separate option for putting known error database linked to the problem ticket.
Should provide advanced search support - e.g. using Boolean expressions <AND>,<OR>, along with filter on catego
Supports a customer self-service portal where a customer may access knowledge base articles and FAQ based on
Supports a Knowledge Management solution where common problems can be documented and easily searched an
Supports self-service via the Internet / company Intranet?
The ability to automatically create knowledge management entries from incident, problem and change modules
The knowledge management database supports attached files and URLs.
The knowledge management database supports full text searches.
There is a facility for knowledge management beyond completed incidents and service requests.
There is a mechanism to capture and publish feedback on the accuracy and usefulness of knowledge management
There is a mechanism to track visits to knowledge management articles.
Tracks and shows modification history?
Uses a standard mainstream database structure as a repository for all knowledge document formats?
Category
Authoring/Review/Promotion
Searching/Retrieval
Searching/Retrieval
Searching/Retrieval
Searching/Retrieval
Searching/Retrieval
Searching/Retrieval
Searching/Retrieval
Searching/Retrieval
Include in RFP
Y
Y
Y
Y
Y
Y
Y
Y
Y
Y
Requirement
Ability to facilitate the building of different types of Release packages for deployment. For e.g. (delta, full,
Ability to facilitate the authorization and scheduling of release deployments in conjuncture with a Change Man
Ability to alert release manager when approvals are past due.
Ability to assign tasks to individuals to be accomplished within a specified time frame.
Ability to assign tasks to pools of resources.
Ability to associate the Master Release Schedule with the Service Level Agreement information.
Ability to attach and store documentation with the Release record.
Ability to authorize and schedule release deployments in conjunction with Change Management. processes
Ability to automatically approve releases when all approvals are returned approved, and communicate with appropri
Ability to automatically flag for update CMDB Configuration Items prior to or following an approved release.
Ability to automatically send approval requests to the appropriate approvers
Ability to be automatically notified when the status of a change associated with a release changes status.
Ability to build, bundle and schedule different types of release packages for deployment.
Ability to capture the release date and time, and who will be implementing.
Ability to capture the software/vender, version, release date and time, and who will be implementing.
Ability to change status of release and linked changes.
Ability to change status of release approvals.
Ability to change status of release documentation.
Ability to configure an acceptable date range for approval for each release.
Ability to create a real-time dashboard that allows the Release manager or any other approved user to quickly ascer
Ability to create and publish a Master Release Schedule.
Ability to define Release Windows (show conflicts that impact when Releases can be scheduled).
Ability to display impacted CIs (information which is derived from the related change records).
Ability to ensure that release deployments are subject to scheduling and approval requirements managed by the cha
Ability to facilitate the creation and management of a DSL.
Ability to facilitate the planning, management, and successful rollout of software related hardware, documentation, a
Ability to facilitate the updating of the CMDB with new version and CI information after the deployment of a release.
Ability to facilitate the versioning of release components and packages.
Ability to have full visibility into which changes are associated with which releases.
Ability to identify and control a release package.
Ability to include test results and back out plans as part of Release.
Ability to incorporate or integrate with a Definitive Media Library.
Ability to integrate with Change Management allowing for the linking of Release records to Change records.
Ability to integrate with Problem Management allowing for the linking of Problem and Known Error records to Releas
Ability to integrate with the CMDB to support the association of release records to CI records.
Ability to interface with CMDB to gather required information for release builds, distributions, and implementations.
Ability to link resources/approvers to releases.
Ability to log a Release so that changes can be identified and related to the release.
Ability to manually kick off approval process or override approval workflow.
Ability to notify the assignee of the task and due date and the associated Release.
Ability to provide control and access to the DSL and its contents to authorized users only.
Ability to route and assign release records to pre-defined support staff or groups.
Ability to search all releases by any release data attribute captured by the tool.
Ability to store approver comments with the approval, and store approval history for a Release.
Ability to support full lifecycle of release management.
Ability to support the establishment and governance of release readiness criteria.
Ability to support the logical association between changes and releases.
Ability to support varying Release models such as large-scale or phased deployments.
Ability to support workflow integration with a DML to support release deployment and provisioning. activities
Ability to trace and track post deployment activities.
Ability to trace implementation to the authorized version in the DML.
Ability to track status of Releases with timelines.
Ability to validate required information from the CMDB for release build and deployment activities.
Ability to verify license and warranty information.
Ability to version release components and packages.
Ensures that release deployment are subject to scheduling and approval requirements managed in conjunction with
provide predefined workflow processes to fast-track the implementation of Release Management.
provide smooth coordination of a major release of hardware, software and associated documentation.
provide sophisticated workflow functionality for a high level of control over Changes made to the CMDB.
provide the ability to assess potential collisions of a release.
provides the ability to automatically assess CI’s affected by a release based on CMDB CI information
provides the ability to automatically assess impact of a release based on CMDB CI information
provides the ability to automatically assess risk of a release based on CMDB CI information
Show impact of Release on single CI affecting other CI.
Support management of the roll back of release packages to previous versions
Supports the enforcement and coordination of release validation and testing activities.
Update CMDB based on the impact of Release on the CI.
Category
Include in RFP
Y
Y
Y
Y
Requirement
Ability to define key performance indicators (KPIs) to ensure availability.
Ability to record availability metrics (downtimes).
Link problems/solutions to other management processes such as incident, problem, release, service level, availabilit
provide automatic notification when Availability targets are under threat.
provide automatic outage creation based on integration with network monitoring tools.
provide comparison of actual Availability performance against expected or contracted Availability.
provide graphical representation of CMDB outages to identify possible causes of Incidents.
provide integration of Availability Change periods with Change and Release Management.
provide the ability to define and track the availability of CIs and services over given periods of time.
provide the ability to maintain Availability data through easy-to-use screens that are accessed directly from the CMD
provide the ability to schedule outages through Incident and Change Management
The solution can perform historical analysis and reporting on availability data
The solution facilitates the collection of data to measure capacity and performance levels of IT components from var
The solution facilitates the monitoring of CI performance and usage levels against customer defined thresholds
The solution is able to control the frequency and format of the monitoring activities, discarding non-relevant periods
The solution performs trend analysis by providing access to historic and time-based capacity and performance data
The solution provides functions for tracking Availability and Continuity exercise schedule and status
The solution supports the ability to track the number of end-user productivity hours lost (Lost User Hours) for each A
The solution supports the monitoring of established thresholds and can initiate alerts (i.e.: Paging, email, digital bulle
The solution will integrate with event, discovery and provisioning tools to monitor various levels of the IT environmen
The solution will monitor and calculate the end-to-end IT Service Availability as perceived by the customer of the Se
The solution will support the aggregation of availability data from multiple systems for service availability reporting
Workflow and escalation process to monitor and proactively notify managers of availability shortfalls and flag opportu
Category
Capacity Management
Capacity Management
Capacity Management
Capacity Management
Availability Management
Capacity Management
Capacity Management
Include in RFP
Y
Requirement
Ability to support a variety of cost/time allocation methods (i.e., per project, service contract, request)
Describe how tool facilitates detailed price/cost modeling, to determine the cost until structures for each Service: Inte
published in the Service Catalog. For example: Gold, Silver, Bronze. Describe tracking and monitoring cost details; h
consumption.
The ability to record activities and time spent
The tool has the ability to invoice based on time accounting
The tool is able to integrate with Finance tools for purchasing, accounts payable, and accounts receivable/billing fun
Category
Include in RFP
Y
Requirement
Ability to access raw data for further analysis
Ability to assign and commit resources fully to a project over time and to report resource capacity.
Ability to assign drop in resources that don’t know when they are needed but can allot their time when they do suppo
Ability to associate and report on projects relationship to corporate strategic goals and objectives
Ability to associate requirements to key projects deliverables
Ability to attach files and Google Docs to any task or subtask
Ability to auto approve time for team members
Ability to choose and change time parameters easily
Ability to connect releases/incidents/changes/configuration items to a project
Ability to create macro trend reports across projects
Ability to designate low priority projects that do not need to follow timeline
Ability to drag and drop tasks/subtasks scheduling to allow analysis, "what if" scenarios
Ability to drag and drop WBS scheduling to allow analysis, "what if" scenarios
Ability to easily modify/undo, re-baseline WBS and/or project resources
Ability to establish team assignments based on dates and time allotments to get work done
Ability to link projects to a service, product or asset
Ability to link task/subtask schedule dependencies
Ability to link schedule dependencies
Ability to manage content around project risk, changes, issues and stakeholder communication and decisions
Ability to manage milestones
Ability to navigate quickly to project WBS (work breakdown structure), change, risk, issues and communications con
Ability to rebaseline financials without losing initial budget data
Ability to run historical reports across staff, resources, projects and portfolios
Ability to see impacts and dependencies of projects across the portfolio of product/services/assets
Ability to support requesting and managing project inventory
Ability to track service orders placed with vendors
Ability to track workflow as information is updated by different sources
Ability to use sub-task and "To do list" levels in WBS
Custom reports with detail, flags, notes, risks, issues
Dashboard for project status for time, budget and scope
Ease of exporting and printing time tracking information to validate contractor time data and invoices
Financial view able to capture and lock-in initial budget
Financial view includes both external direct costs and internal labor costs
Generates online report showing current projects, total estimated hours and priorities of open projects by departmen
No limitations to size of WBS
Provide collapsible tasks and subtasks
Provides Gantt, Grid and Calendar views
Provides Project Management including milestones, tasks, subtask with duration and dependencies to keep projects
Provides seamless integration with Google Calendar
Reports with original baseline and all rebaselines
Simplicity in creating, updating and choosing WBS templates for various project types
TCO (total cost of ownership) for a project rolls up to TCO for product/service/asset and can be viewed for any given
Category
Include in RFP
Y
Y
Y
Y
Y
Y
Requirement
Ability for automatic acknowledgement for submissions via email
Ability for the end user to search knowledge base for solution via keyword, Boolean operators and full-text search
Ability to associate end users with specific groups, lines of business, etc., and to tailor presented content, informatio
Ability to brand self-service portal
Ability to develop, deliver and manage surveys of end users
Ability to integrate chat to support self-service usage
Ability to provide a "suggestion box" for soliciting feedback on process and interface
Ability to provide a customer self-service portal where a customer may access knowledge base articles and FAQs, s
Ability to provide a list of "top 10" common FAQs searched, with automated updates based on update rules
Ability to provide an end-user interface through which employees can order standardized goods and services from v
Availability of a bulletin board frame function for current major problems, such as outages and scheduled downtimes
Category
Include in RFP
Y
Y
Y
Y
Requirement
Ability for dashboards to be accessed via a mobile device. (iphone, ipad, droid)
Ability for dashboards to be accessed via a web browser.
Ability for data for dropdown lists to be changed to an "inactive" flag/status and still be available for historical reportin
Ability for users and administrators to use drag and drop methods to create their own custom reports.
Ability to create custom ad-hoc parameters on reports (e.g., report is called and prompts user to enter query parame
Ability to easily construct queries and reports from any combination of database fields including meta data.
Ability to easily export reports and report data for consumption outside the system. (i.e. PDF, xls)
Ability to generate asset, ordering, request fulfillment information by asset number.
Ability to have scheduled reports which are sent automatically to subscribers.
Ability to integrate with external data sources.
Ability to invoice based on time accounting
Ability to modify standard or canned reports in the system.
Ability to perform trend analysis of tickets
Ability to provide "drill down" capabilities on reports and dashboards.
Ability to provide ad hoc reporting for all modules.
Ability to provide real-time reporting via graphical and configurable dashboards
Ability to report CIs impacted by an incident
Ability to report first-contact resolution rate
Ability to report incidents by priority, categorization, service-level adherence, technician and CI
Ability to report incidents linked to problem records
Ability to report mean time to resolution
Ability to report on change blackout dates and times resulting in change freeze.
Ability to report on outstanding Incidents/problems by technician including unassigned.
Ability to report on Purchase Orders by Dept., Account Code, etc.
Ability to report on the business impact of failed changes
Ability to report on usage by end user, location department, region, etc.
Ability to report Software Seat Purchase/Used/Availability numbers, Department and Installation key
Ability to report time spent and materials used by incidents, problems and projects.
Ability to report time spent and materials used by incidents
Ability to report trending specific to each ITIL process. (Incident Management, Problem Management, Change Mana
Ability to restrict access to reports by role.
Ability to run incident / problem age report
Ability to run incident age report
Ability to schedule and email reports.
Ability to support a real-time dashboard display for each process that is customizable based on individual, role or inf
Ability to support business analytics (business intelligence tools)
Ability to surface reports to SharePoint 2010.
Ability to surface reports to SQL Server Reporting Services
Average Cost per Service Request:
Capturing these costs can be a valuable aid to such basic business fundamentals as cost-analyses, budgeting, inve
Average Cost to Fix:
This count is a look at the average cost invested to move a problem from
‘initial’ state to ‘closed.’ This provides an idea of the investment the operations teams are required to expend in orde
Average Cost to Resolve:
This is a look at the average cost to move an incident from its ‘initial’ state to a ‘closed’ state. It gives us an idea of t
Average Number of Resources to Fix:
This count combines with time and cost to give a full picture of Problem
Management.
Average Number of Resources to Resolve:
This count combines with the time and cost measures to give us a rounded picture of incident management. It is a v
‘closed’ state. It gives us an idea of how we might properly size and assign our operations teams.
Average Time to Fix:
This is a look at the average time it took to move a problem from being in an ‘initial’ state to reaching a ‘closed’ state
Average Time to Process a Service Request:
This metric provides insight into both the efficiency of your support teams and the complexity of requests they have
Average Time to Resolve:
This is a look at the average time to move an incident from its ‘initial’ state to a ‘closed’ state. This provides us an id
Breakdown of Events per Business System:
This is a look at things happening to services. Through this measure we can gain an understanding of how event lo
Breakdown of Events per Platform:
This count serves as a cue for investigation into problematic platforms.
Breakdowns of Service Requests by Category:
If we know which categories are the most commonly requested we can proactively know how to tactically address ea
Customer Satisfaction Levels:
This is a measure of how satisfied your customers are with the help you are providing them.
Dashboard provides analytic and metric views.
Describe your solutions ability to report on balance scorecard metrics
First Time Resolution Rates:
This measures the number of times in which the incident was resolved with the analyst and the customer right there
Improve the business process of the help desk organization to focus on process improvements that will decrease co
Incidents by Severity:
These counts organize incidents by severity in terms of major incidents versus minor incidents; urgent incidents vers
Incidents by Type and/or Category:
These counts delineate common occurrences of incidents. They may be helpful for understanding where we might f
Incidents-to-Problems Relationships:
Since incidents often prove to be symptoms of problems it is helpful to understand the relationship between the two.
might have across the enterprise.
KPIs are on the Executive Dashboard must be threshold based and preset out of the box by best practice.
Number of Change Requests Related to Problem Activities:
This count can be used to see the relationship between Problem
Management (operational) and Change Management (strategic) activities.
Number of Escalations:
These counts breakdown incidents by their movement from 1st, 2nd, to 3rd (etc.) tier support teams. This informatio
more specialized teams.
Number of Events by Category:
What is revealed through the category measures is a SWOT-like picture of the infrastructure. Low category number
to opportunities for improvement.
Number of Events by Period
This provides a general picture of enterprise stability. It is a view into the proportion of events compared to available
Number of Events by Significance/Priority:
This metric is used to help allocate resources appropriately. Event volumes broken down by significance (or priority
levels in targeted areas by investigating and working to remove the root causes.
Number of Externally Resolved Incidents:
This is related to escalation counts and shows the number of incidents that required external, or vendor, support. N
external vendors typically means slower response times and higher costs.
Number of Incidents by Customer Group:
These counts can help us understand how effectively our customers are interacting/interfacing with the IT infrastruct
IT components (configuration) or the customer’s use of those components.
Number of Incidents by IT Domain:
These counts help us understand how effectively the IT infrastructure is operating. If we see a trend pointing to a hi
Number of Incidents:
This is a simple count of the total number of incidents that occurred over a given period. It provides an idea of the v
Number of Internally Resolved Incidents (First Call Resolution):
This count shows the number of incidents that were able to be resolved by the Tier 1 team (sometimes the Tier 2 tea
Number of Locally Resolved Incidents:

This breakdown helps separate major problems from minor problems. It is a count of the number of problems that th
Number of Problem-initiated Projects as a ratio to the Number of Regular Projects:
This count could be considered more strategy related than operationally related. It looks at the total number of activ
Number of Problems by Component:
This helps us spot trends in component performance which may be associated to vendor or configuration problems.
Number of Problems by Customer Group:
These counts help us understand the relative stability of the operating environments for different user groups.
Number of Problems by Project Type:
These counts breakdown problems by their associated development projects and help point out potential sources of
Number of Problems:
This is a base count of the total number of problems that occurred over a given period. It gives us a good general id
the infrastructure as a whole.
Number of Repeated Incidents:
This is a series of counts, grouped by relation that highlights the numbers of repeated or recurring incidents. These
Number of Service Requests pending Completion:
Here we get a picture of the amount of requests that are still being worked;
that is, the number that have yet to be fulfilled for the given period.
Number of Service Requests per Reporting Period:
This count provides management with a general picture of the level of service request activity. High levels may prom
the reallocation of resources for other organizational priorities.
Percentage of Events leading to a Request for Change:
This metric over time will provide a good idea about the stability, reliability, and efficiency of our environment.
Percentage of Events requiring Onsite Human Intervention:
People are expensive and this metric can help us determine where those intervention points are. Then we can targe
Percentage Service Requests outside OLA Timeframes:
This is a look at what percentage of request activity fell out of the agreed- upon resolution timelines.
Problems by Severity:
These counts sort problems by the severity codes assigned by Service Desk personnel. They help distinguish volum
Provides industry standard reporting engine.
Provides predefined reports for users and administrators. (if provided, please list the reports in the comments sectio
Queries and report results can be exported in a variety of formats including CSV files,
PDFs, etc.
Reports are subject to access controls of the roles and permissions defined by the security features.
Reports can generate graphical representations including bar graphs and pie charts.
Reports on software purchases, inventory and availability numbers, by department or agency.
Scheduled reports can be configured for email delivery.
Selecting a KPI from on the dashboard must generate a graphical time-based view of performance against KPI goal
Should have the capability to create ad-hoc reports with your reporting tools.
Should have the capability to modify the out of box reports.
Should provide the IT Performance Analytics Service Level Management view that provides analytical information ab
Solution must provide executive scorecard.
Standard and custom reports can be generated on demand and also configured to run on a scheduled basis.
The application includes both a set of standard reports and a development facility for the creation of custom reports
The dashboard must correlate the data from Monitoring Solutions and Projects and portfolio solution and any third p
The product should provide IT Performance Analytics Service Management view that provides information to suppor
Category
Include in RFP
Y
Y
Y
Y
Y
Y
Y
Y
Requirement
Assets can be linked to customers.
Assets can be linked to service requests.
Configuration management database is populated and refreshed through use of automated discovery tools.
Describe how device ownership changes are managed within this module.
Describe the functionality of your Asset Management module including hardware inventory, warranty periods, mainte
Describe the functionality of your Asset Management module including software inventory, license management and
Describe the integration between Asset Management and your other product offerings. Is it a sepaprte application o
Explain how your product handles non-network devices including phones, pagers and blackberries.
How does the product provide procurement management for IT items including PO/Invoice handling
How does your product manage lease, license, maintenance and warranty contracts
How does your product map assets to business processes and services
How does your product provide procurement management for IT items including PO/Invoice handling
How does your product provide software license compliance management and license recovery.
How does your product store copies of contracts including an archive of versions for negotiation support
Image files such as JPEGs or GIFs can be imported making it possible to display pictures of configuration items.
Please describe your products ability to link assets to customers, users, owners, etc.
Relationships between configuration items can be stored including parent-child, and dependency relationships.
The application supports the input, tracking, and scheduling of annual maintenance contracts.
The application supports the tracking and assignment of software license keys.
The relationship of hardware and software can be tracked through asset management.
Warranty start and end dates can be entered against CI’s as date fields as opposed memo fields.
Category
Include in RFP
Y
Y
Y
Y
Y
Y
Y
Y
Requirement
Can the CMDB be integrated with other databases under a common access method? How?
CMDB should provide analytic capability allowing creation of graphical views designed to capture relevant inte
CMDB should provide built-in support for automatically modeling the complex relationships between the data e
CMDB should provide federation and reconciliation capabilities - graphical user interface that allows CMDB tea
CMDB should maintain a continuous history of CI changes allowing triaging change- induced outages, auditing the c
CMDB should provide a complete view into the configuration items (CIs) and the interdependencies of how various I
CMDB should provide a rich data model that supports both physical elements, such as servers, network, storage, an
level agreements necessary to map fully the business service infrastructure.
Describe the products data model.
Describe your approach to, and tools for, event driven actions or processes which could include rules failures, chang
Does the database keep a history of changes or just a series of snapshots, and how many?
Does the product support data federation? Please describe.
How is the information maintained over time? How do external processes impact/update the database (i.e. change a
Is the data model based on industry standards?
Is the information in the CMDB reconciled with other existing sources such as Asset databases? How?
Is the product integrated by other disciplines such as: Incident management, service level management, asset mana
Is, or will, the CMDB-application mapping used for:

> Change and configuration management?
> Event monitoring?
> Performance management?
> Service level management?
> capacity planning?
IT actions such as configuration changes or routine maintenance.
It should also provide information about people / organizations associated with the assets. Details could include nam
It should be possible to show how different CI’s are related to each other either
Provide an overview of your CMDB solution strategy.
The CMDB should support integration and federation with third-party tools
The CMDB should provide a single source for managing critical system information.
The CMDB should provide visualization (graphical view) through logical relationships or physical relationships or bot
What capabilities are available for customization or modification of the data model?
What capabilities does the product have to reconciling data between automated discovery tools and the CMDB?
What type of functionality is available for comparing data? understanding deltas across data sets? business logic for
What integration methods does your product support?
What type of reporting is available? Is there a map visualization software? Is it tree or graph based?
Category
CMDB Strategy
Federation
Data Model
Data Model
Data Model
Reconciliation
Reconciliation
Reconciliation
Integration
Integration
Integration
Reporting-Visualization
CMDB - Application Mapping
Include in RFP
Requirement
Provides comprehensive performance and health models and event correlation and consolidation
Provides the ability to integrate with monitoring tools in-place at AFSC (eg Oracle OEM, Microsoft SCOM, SCCM, H
Category
Include in RFP
Y
Y
Y
Y
Y
Requirement
Ability to audit session activity through Session Recording and Detailed logging
Ability to conduct multi-sessions concurrently.
Ability to define permissions for Technician Groups at a granular level
Ability to do Wake on Land Technology
Ability to invite other IT staff to session to help support an active session
Ability to manage remote control, diagnostics and configuration of smartphones including Windows, Symbian and Bl
screen and keypad.
Ability to Remote Control by USERID, HOSTNAME, IP
Ability to remote control of end points (Android, IOS, terminals)
Ability to remote control of end points (Windows systems)
Ability to Remote Control When User is not available
Ability to view details of technician activity through the Reporting features
Access supports console with browser
Employs end-to-end 256 bit SSL encryption
Provide post-session customer satisfaction surveys.
Provides instant chat
Provides Software Distribution including Registry Changes
Provides Software Patch Management
Provides Workstation Imaging
Simplified customer applet is easy to use, so user can easily accept remote support,
Category

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List supported browsers and browser versions.

Ability to support automatic assignment of a record by:

Network fault, Availability and Performance Management

Network fault, Availability and Performance Management

OS, DB and Application Management

Number of Locally Resolved Incidents:

Is, or will, the CMDB-application mapping used for:

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