1.
OBJECTIVE
The objective of this document is to define the too l requirements to support the ITSM processes rolled
out in Managed Services.. The specific areas of focus are:
Capture the baseline business processes that the application needs to support.
Define process activities that the tool needs to support
2. OVERVIEW
Managed Services is in the process of improving the efficiency & effectiveness of Service
Management processes. To achieve the same, Managed Services has identified the need for an
enterprise wide Help Desk System. The solution would act as a common tool to automate and
integrate service support processes between functional groups, divisional groups, business
partners, and other parts of the organization.
The high-level objectives of the proposed system can be outlined as follows:
1) Bring together Organizations knowledge base of Issues that occur frequently
Maintain Centralized Knowledgebase of Issues and Resolutions for future reference.
2) Provide a mechanism to manage the service bottlenecks on real-time basis with the use of alert mechanism.
3) Link staff together, who are working in a geographically dispersed environment
Seamless workflow between the resources spread across locations.
4) Establish standard communication channels between organizational units for Service Request processing
5) Control and manage service centres
6) Improve the efficiency of business processes
3. BENEFITS
The following attributes will be available:
Automatic Call tracking and request creation procedures.
Automatic escalation procedures
Automatic Notification capabilities
Critical incident handling
Integration between Processes
Unified supporting technology Service Level workflow
User interfaces for :
o Incident Management
o Problem Management
o Change Management
o CMDB
o Knowledge Management
o Asset Management
4. DEPENDENCIES AND IMPACT
Dependencies Impact
Incidents/Request/Change/ problem If the CMDB is not available or inaccurate, support
Impact staff may not use their time efficiently, and Incident
Depends on the data in the CMDB and cases may not be resolved in a timely fashion
defined service levels.
Asset Management
Service Level Management
Service Reporting
7. TOOL REQUIREMENT
7.1 Service Desk / Incident Management
ID Feature Description
IM-1 Automatically create ticket if the request comes via email
IM-2 Automated acknowledgement of incident providing ticket reference details
IM-3 Auto populate the service / product details, customer type based on the Service ID or
customer
IM-4 Automatic Prioritization and classification based on the incident
IM-5 Field to records
Priority
Impact
Urgency
Source
Status
Status Reason
Product Category
Operation Category
Resolution Category
Incident Type ( Proactive/Reactive)
Customer Details
Affected Configuration Items
Vendor Details
Assignment groups
Work Log
Upload Attachments
Resolution Details Root Cause, Resolution Provided
Service Level Details - - Response and resolutions Target status
Indicate Whether it is duplicate or child ticket
System date/time for all status
IM-6 Assign/reassign tickets to support groups and other business units
IM-7 Send notifications and auto-escalation throughout the lifecycle of an Incident to
customers and internal stakeholders
IM-8 Create tasks and assign to support Groups with validation
IM-9 Interface capability / Relationship with problem, Request Fulfilment, Change
management, Known Error Database, Solution Database, CMDB, Customer Database
(Unique Reference for customer linked with Business database)
IM-10 Alert / pop up when SLA is going to be breached at defined timelines
IM-11 Solution Database accessible and searchable
IM-12 Known Error database accessible and searchable
IM-13 Identify customer grievances
IM-14 Identify security related incidents
IM-15 Enable transactional feedback on closure of an incident
IM-16 Web based access with the same features
IM-17 Restrict the ability to open, close incident records by authorized staff only
IM-18 Interface with the Monitoring tool and auto ticket creation based on priority of
events/alerts
IM-19 Broadcast feature to record and display important messages
IM-20 Dashboard to display incident status, SLA status
IM-21 Pop up for new ticket or status change of a ticket
IM-22 Auto Mapping of Customer Type to customer with indicator
IM-23 Mandatory fields throughout Incident Lifecycle
IM-24 Alert / Pop up when mandatory fields are not updated
IM-25 Alert when the number of service requests have reached the maximum allowed
IM-26 Availability of Audit Log
IM-27 Customized Reports
IM-28 Feature to review tickets after resolution and before closure.
IM-29 Colour Coding in the Console to indicate Priority of incidents
IM-30 Ability to re-open an Incident
IM-31 Include automatic display of SLM Status
7.2 quest
Re Fulfilment
ID Feature Description
RF-1 Automatically create ticket if the request comes via email
RF-2 Automated acknowledgement of request providing ticket reference details
RF-3 Auto populate the service / product details, customer type based on the Service ID or
customer
RF-4 Automatic Prioritization and classification based on the Request
RF-5 Fields to record:
Priority
Impact
Urgency
Source
Status
Status Reason
Product Category
Operation Category
Resolution Category
Request Type (Proactive or Reactive)
Customer Details
Affected Configuration Items
Vendor Details
Assignment Groups
Work Log
Upload Attachments
Completion details
Service Level Details Response and Resolution Target Status
Indicate whether it is a Duplicate or Child Ticket
System Date / Time for all Status
RF-6 Assign/reassign tickets to support groups and other business units
RF-7 Send notifications and auto-escalation throughout the lifecycle of the Request to
customers and internal stakeholders
RF-8 Create tasks and assign to support Groups with validation
RF-9 Interface capability / Relationship with Incident, Problem, Change management, Known
Error Database, Solution Database, CMDB
RF-10 Alert / pop up when SLA is going to be breached at defined timelines
RF-11 Solution Database accessible and searchable
RF-12 Known Error database accessible and searchable
RF-13 Enable transactional feedback on fulfilment of Request
RF-14 Web based access with the same features
RF-15 Restrict the ability to open, close the Request records by authorized staff only
RF-16 Broadcast feature to record and display important messages
RF-17 Dashboard to display Request status, SLA status
RF-18 Pop up for new ticket or status change of a ticket
RF-19 Auto Mapping of Customer Type to customer
RF-20 Mandatory fields throughout Request Lifecycle
RF-21 Alert / Pop up when mandatory fields are not updated
RF-22 Alert when the number of service requests have reached the maximum allowed
RF-23 Availability of Audit Log
RF-24 Customized Reports
RF-25 Feature to review tickets after fulfilment and before closure.
RF-26 Colour Coding in the Console to indicate Priority of Requests
RF-27 Include automatic display of SLM status
7.3 Problem Management
ID Feature Description
PM-1 Automated acknowledgement of Ticket
PM-2 Auto populate the service / product details, customer type
based on the Service ID or customer
PM-3 Automatic Prioritization and classification based on the
Problem
PM-4
PM-5 Ability to send notifications and auto-escalation throughout the
lifecycle of a problem
PM-6 Ability to assign / reassign tickets to support groups.
PM-7
PM-8 Ability to access, update and search Known Error database
PM-9 Interface capability / Relationship with incident, Change
management, Known Errors, CMDB
Web based access with the same features
PM-11 Capture Resolution Details Root Cause. Workaround or
Known Error
PM-12 Dashboard to display Problem status, SLA status
PM-13 Broadcast feature to record and display important messages
PM-14 Pop up for new ticket or status change of a ticket
PM-15 Auto Mapping of Customer Type to customer with indicator
PM-16 Mandatory fields throughout Problem Lifecycle
PM-17 Alert / Pop up when mandatory fields are not updated
PM-18 Availability of Audit Log
PM-19 Customized Reports
PM-20 Feature to review tickets after resolution and before closure.
PM-21 Colour Coding in the Console to indicate Priority of Problems
PM-22 Ability to re-open a Problem
7.4 Cha nge Management
ID Feature Description
CM-1
CM-2 Separate workflow for Standard (Pre-approved) changes
CM-3 Facilitate Review of all changes post implementation
CM-4 Send notifications and auto-escalation throughout the lifecycle
of a change.
CM-5 Display Forward Schedule of Changes (Change Calendar)
CM-6 Assign and reassign changes to support groups.
CFM-9 Record audit status
CFM-10 User Rights and Privileges
CFM-11 Notification on update of CMDB
CFM-12 Customized Reports
