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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.
3. BENEFITS
The following attributes will be available:
Asset Management
Service Level Management
Service Reporting
7. TOOL REQUIREMENT
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-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-25 Alert when the number of service requests have reached the maximum allowed
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-15 Restrict the ability to open, close the Request records by authorized staff only
RF-22 Alert when the number of service requests have reached the maximum allowed
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-7
PM-8 Ability to access, update and search Known Error database
ID Feature Description
CM-1