Académique Documents
Professionnel Documents
Culture Documents
Criteria
Process & Role
What is your current role in the organization?
What do you feel is working well for you in the current service management organizational structure?
What parts of your role rely on the outsourced partners for you to be successful?
Do you feel there are impacts to your ability to provide services successfully to your stakeholders
based on the current tools and processes?
What are the top 5 things that you would like to see improved from an organizational or tool
perspective?
What are the top 5 things that you feel are working very well from an organizational or tool
perspective that you would like to see maintained?
Do you think that introducing a tool that provides all the service management information in one
consolidated location would improve service delivery to the stakeholders and assist you in performing
your role?
Do you feel that the processes in place today are effective in meeting the needs of the business?
What if any are the pain points from a business perspective that you see?
What if any are the pain points from a delivery organization perspective that you see?
What is working well from a delivery perspective that should be leveraged?
Do you think the organization is culturally ready for a change such as a new tool or process changes?
Are there any roadblocks that we should be aware of?
Which processes do you feel are most important for the success of the service management
organization?
How important is the integration of the multiple tools in use across the service management
organization today?
General Tool Requirements
Criteria
Architecture
Does Talisman require that the tool have the ability to support Web browser clients and Web
services.
For sign-on and security does Talisman require the tool to have the ability to support directories
such as LDAP and Active Directory.
IS there a defined backup strategy/requirement of the tool? What is the requirement around
disaster recovery or high availability?
What is the requirement for scale to meet your number of supported users and geographies.
IS there a requirement for the tool to provide multitenancy technology to reach across business
units, regions and languages with a single, unified solution.
Do you need the tool to support integration with mobile devices for things like approval e-mails
or remote support?
What are the requirements around archival of data, backups and purging abilities?
Do you require that the tool Offers integration via a contact user gateway to LDAP, CSV/XML,
and other databases.
Do you require that the tool Offers integration to event and alert monitoring tools.
Do you need the ability to support security controls over submission and approvals.
Do you need the ability to support security controls over modification of records.
Is your organization set up to allow the ability to assign role-based access rights and privileges?
How important is the ability to capture audit trails of access and changes made to the
application.
How important is the ability to restrict viewing of certain data fields based on login role.
Do you know what the requirements are for the tool to provides security controls for data
protection and meets standards for regulatory requirements? Are the regulatory requirements
documented and do your processes support them?
Ability to configure account expiration information and session timeouts after a predetermined
amount of inactivity.
Ability to audit logs and report on user account activity, rights and privileges.
Workflow
Ability to support parent/child inheritance between like records for priority, severity and
escalation and any other desired field attributes.
Ability for tasks to be assigned and managed sequentially or in parallel.
Ability to configure alerts for SLA threshold activity based on individual preferences.
Ability to manage SLA metrics when cases are assigned/reassigned within workflow.
Ability to automate routing of approvals/rejections based on predefined business rules and roles.
Ability to generate unique ID for service requests, incident, problem, change and release
records.
Usability
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 personalize the graphical user interface based on individual, group or role-based
preferences (colors, layout, etc.).
Availability of Web client and desktop client with similar capabilities.
Ability to provide industry and ITIL best-practice processes, categorization and templates
embedded in tool.
Reporting
Ability to easily construct queries and reports from any combination of database fields. Support
of real-time queries at different levels (parent, child, case, subcase).
Ability to "drill down" on any displayed and selected field, in detailed or summary-level reports.
Ability to select from a list of online reports to run in real-time against the current or archived
databases.
Ability to integrate with external reporting tools and meet company reporting standards.
Ability to create ad hoc reports.
Ability of vendor to include out-of-the-box/predefined reports that can be modified.
Ability to export report information into flat file, spreadsheet and/or database formats.
Incident
Incident Management
Criteria
Incident Process
Ability to provide configurable incident process and
categorization templates
Ability to provide required incident record data fields.
Provide incident process templates based on industry best
practices and/or ITIL.
Ability to support hierarchical escalation, either manually
or via business rules upon incident status change, priority
change, and/or service-level clock expiration.
Ability for the tool to facilitate the automatic prioritization,
assignment, and escalation of incidents based on the
record categorization.
Ability to prevent closure of an incident before all
assignments have been resolved and mandatory fields are
completed.
Ability to support bi-directional communication of incident
information to and from the end user via e-mail.
Incident Reporting
Criteria
Knowledge Process
Ability to provide knowledge management capabilities by
floating the most relevant hits to the top in order of closest
match to search.
Change Reporting
Ability to support generation of change
management reporting and trending information.
Ability to support a real-time dashboard display
of particular changes — at a minimum,
emergency and successful changes.
Reporting
Ability to support generation of self-service reporting and trending
information.
Ability to report on usage by end user, location department, region, etc.