ITSMToolSpecificationOverview

Purpose
ThepurposeofthisdocumentistosetthevisionfortheITSMtoolandtoactasthespecification
usedtoshortlistpotentialtools.

WithinICTattheAuthorityweareawarethatthereisagrowingneedtoensuretheserviceswe
offerarefocusedonthecustomeranddeliveringvaluetothebusiness.Astheservicedeskisatthe
forefrontofthecustomerandtheserviceinterface,itisimperativethatithasthecorrectprocesses
andproceduresinplacetobenefittheserviceconsumer.

Background
Aservicedeskprovidesasinglepointofcontactbetweenthecustomerandtheservice.Thisisthe
sameforbothourinternalsupportservicesandthoseservicesweprovidetostrategicpartners/
externalcustomers.Previously,theservicedeskwasprovidedbyourincumbentoutsourcedIT
servicesproviderandsimplyrecordedissuesastheyaroseandpassedontotechnicalteams.Dueto
theorganisation'smaturingneedsandtheadventofbringingthemajorityofICTservicesinhouse,
therequirementsfortheservicedeskhavechangedandneedtosupportamuchbroaderrangeof
activitieswhichourcurrentsoftwareisnotcapablefulfilling.

ITIL
TheservicedeskisatthecentreofthemajorityoftheITservicemanagement(ITSM)activitiesas
describedintheV3ITILbestpractice.TheInformationTechnologyInfrastructureLibrary(ITIL)isa
widelyadopted,comprehensiveframeworkprovidingbestpracticeguidanceontheprovisionof
ITSM.ICTusesITILasamethodofreviewing,definingandimprovingtheirITSMprocesses.
ImplementinganewservicedesktoolsetthatprovidestheabilitytosupporttheseITILprocessesisa
vitalpartofdeliveringtheinhouseprovisionofICTservicesandbenefitsthatITILbasedprocesses
canoffer.

ThebenefitsofITILarewellestablishedbutasummaryofthemajorbenefitsofthecoreprocesses
tobeimplementedarelistedbelow:

IncidentManagement
Improvedownershipandmanagementofincidents
Eliminationoflostincidentsandrequests
Fasterresponsestomajorincidents
Leadstoreducedimpactofincidentsbytimelyresolution,therebyincreasingeffectiveness
 Improvedavailabilityofmanagementinformationrelatedtoincidents
Improvedfirsttimefixrateofincidentsthroughbetteraccesstoknownerrorand
workaroundinformation

ProblemManagement
Reductioninnumberofincidentsthroughproactiveproblemmanagement,leadingto
improvedservicequality
Longtermreductioninnumberofproblemsanderrors

KnowledgeManagement
ImprovedaccesstoinformationforbothendusersandITstaffleadingtofasterresolutionof
incidentsandreductioninnumberofincidentsandrequestslogged,duetoselfhelp.
Bettercommunicationofserviceinterruptionsthroughuseofwebportal,reducescallsto
servicedesk,somakingbetteruseofITresources,andimprovingenduserperception.

ConfigurationManagement
ProvidesaccurateinformationonallassetsandcomponentpartsofITservices
Facilitatingadherencetolegalobligations,suchassoftwarelicensing,soavoidingpenalties
orfinesforillegaluseofassets
Helpswithfinancialandexpenditureplanning,bymakingiteasytoplanforlicensingfees,
maintenancecontractsandrenewaldates.
ImprovedsecuritybycontrollingversionsofITassetsandsoftware,bymakingitmore
difficultforthesetobechangedeitheraccidentallyormaliciously.

ChangeManagement
Increasedvisibilityandcommunicationsofchanges,tobothbusinessandITstaff
Improvedriskassessment
Reductioninimpactofchangesonthequalityofservices,leadingtolessserviceoutageand
areductioninnumberofincidents
EnhancedperceptionofITbytheenduser/customerthroughanimprovedqualityofservice

ReleaseManagement
Greatersuccessrateofsoftwareandhardwarereleases
Fewerandbetterplannedreleases,leadingtoreductioninserviceoutage
ConsistencyinReleaseprocessleadingtobettercontrolandabilitytorolloutchangesmore
rapidly

ServiceLevelManagement
ITServicesdesignedtomeetcustomersServiceLevelRequirementsleadingtoimproved
relationshipwithsatisfiedcustomer
Improvedvisibilityofperformancetargetsandresponsibilities
Improvedservicemonitoringidentifyingareasofweaknessthatcanbeimproved,orwhere
customer/usertrainingisrequired
Providesmethodofdemonstratingwhatvaluecustomersarereceivingfortheirmoney

UserProfilesandInteractionwithITSMTool

Usergroups:
Authoritycustomers(endusers)
AuthorityICTusers(support/resolver[power]users)
AuthorityICTsystemadministrators(ITSMtooladministrators)
AuthoritySeniorManagementDashboardViewers(Execs&HeadsOfDepartments)
ICTdeliverypartners(3rdpartysupportie.Scisys,2e2)
3rdPartycustomers(NHS/EAetc.)

SelfHelpPortal
WEBBROWSER
External Internal

3rd PartyCustomers AutomatedLogging/

(NHS/EAetc.) Updates
EMAIL
Authority
Customers
(EndUsers)

3rd PartyBusiness ICT/CSCStaff

Partners (PowerUsers)
(Groundsure/NLIS
etc.)

AuthoritySenior
MIRealTimeReports Management
ICTDelivery DASHBOARD (ELT/SMT)
Partners(Scisys,BT
etc.)

CSC/ICTHelpdesk
Staff
TELEPHONE

ICTSystem
Administrators

DiagramshowingusergroupsandtheirinteractionwiththevariousITSMtoolinterfaces

ProductPrinciples

Interface
Clear,flexibleandintuitiveinterfaceMustbeeasytousewiththeabilitytocustomisethe
layoutfortheindividualusersrequirements.
DashboardAdashboardviewforinstantmonitoringandreportingofrelevantdataand
ticketalerts.
WebBasedHavingawebbasedsolutionreducesthecomplexityofhavingtoinstallclient
softwareoneachmachine.Mustsupportmultiplebrowsers.
ConfigurationofexistingfieldsTheabilitytocustomiseexistingfieldsandstatuses.
CustomfieldsTheabilitytoaddyourowncustomfieldsandsetrules.
SelfserviceportalAwebbasedportalforuserstosubmittickets,addupdatesandcheck
theprogressoftheircall.Couldalsobeusedtoprovideaccesstoaknowledgebaseand
serviceannouncements.PreferablylinkedtoaServiceCatalogue.

Hosting
HostedonpremiseorsiteTheAuthorityisagnosticastowhethertheserviceisprovided
asSaaSoronsiteandsowillexploretheoptionsprovidedfromvendors.
LicensingAgain,agnosticastowhetherweownlicencesorifprovidedasSaaS.

Reporting
StandardReportsBuiltinreportingenginewithselectionofstandardreports.
CustomReportsAbilitytoeasilycreatecustomreports.
SatisfactionSurveyCustomisablesurveywithabilitytorequestsurveyoncallclosurefor
randomselectionofcalls.

Release/UpgradeStrategy
AlthoughtheAuthorityappreciatethismaybedrivenbythechoiceofhostingmethods,we
wouldliketoknowthetypicalrelease/upgraescheduleoftheITSMproduct

MigrationofData
ExistingticketsAtgoliveallexistingchange/incidentticketsontheAuthoritysystemswill
beclosedandusersnotifiedthattheymustrelogifstillrequired.
AssetinformationThisrequiresimportingbytheAuthorityfromtheexistingsystemsand
willbedonebyinhouseteams

UserCommunity
Forumsisthereausercommunitythatwecanjoinandparticipateintoshareexperiences
anddiscussmatters

Configuration
Minimumconsultancy/configurationAsystemwhichcanbeinitiallyconfiguredand
thereaftermaintainedwithminimalconsultancyispreferableinordertoreducecostsand
reducetherelianceon3rdpartiestomakesystemchanges.

ReferenceAccounts
TheAuthoritywouldliketobesuppliedwithatleastonereferenceaccountofanorganisationwhich
isofasimilarsize.
ProductRequirements
Requirement
ITILProcesses
IncidentManagement
ProblemManagement(includingKEDB)
ChangeManagement
KnowledgeBase
CMDB/CItracking
RequestFulfilment
ServiceCatalogue/Portfolio
Management
KBarticlereview/expirydates
Ticket/RequestHandling
Mechanismforapprovingchange
requestsatlinemangerlevel
Technical/SMapprovalofchange
requests
Automatedemailsforticketstatus
updates
EventbasednotificationsforSLAclocks
andticketupdates
Multipleticketresolutiongroups
Facilitytoupload/attachscreenshots,
extrainformationetc.
Abilitytopassbetweenresolverteams
MultiCustomercapability toallow
differentiationofticketsfromdifferent
Business/businessUnit
LinkTickets(includingdifferenttypesie.
Change,Problem,Incident)
Automaticincidentloggingfromemail
QuickTickettemplatesforloggingof
mostfrequentissues
AutoExpiration/Deletionofattachments
Preprogrammedtemplatesforticket
logging
Description Importance
Handlingofincident ticketsfromloggingthroughtoresolution M
Handlingofproblemtickets underlyingcausesoffaultsand M
recordsoftheseintheKnownErrorDB
Handlingofchangetickets,approvalmechanismand M
implementationplans
TooltohaveusableKMSfunctionforsupportreference M
Inbuiltcapabilitytomanage/trackassetsandlinkto M
incidentsandusers
Systemhandlesrequestsforstandardequipment,purchaseof S
licencesetc.(ie.Informationrequests,advice,standard
changes)
Abilitytomanage/maintaintheICTServiceCataloguefrom S
withinthetool
KMSsystemhasexpiry/reviewdatesforallKnowledgeBase W
articlestopromptforreview
Usersdepartmentallevelapprovalbytheirmanager M
RelevantICTauthorisation ofchange withinICT(powerusers) M
Emailnotificationsofkeystagesinticketlifecycle,ie.any M
majorupdates
Inapplicationand/oremailnotificationstoalertwhen M
updatesarereceivedforticketsoratpredefinedtimesinthe
SLAtimeline
Multiplegroups/ticketstacksfordifferentresolvergroupsto M
useinmanagingtheirqueue
Toolrequiresabilityforanyuserstoattachdocumentswhen M
logging/updatingticketsforscreenshotsetc.
Systemfunctionalitytoallowmoving ticketsbetweenresolver M
groupsforfurtherworketc.
Abilitytologticketsonthesystemforathirdpartycustomer, M
differentbusinessunitorpartnerorganisation
Abilitytolinkticketsinthesystemsothatrelevantticketscan M
beassociatedwitheachother(ie.achangerelatedtofixingan
incident)
Emailinputintosystemautomaticallycreatesanincident W
wheninpredefinedformat
Toolhasabilitytoquicklylogticketsorparticulartypeswhich W
areloggedfrequentlybyusingprecompletedtemplates
Afterapredefinedtime(ie.6months)anyattachmentsto W
resolvedticketsareautomaticallydeletedtosavespace
Toolcomeswithprepreparedticketloggingtemplatestosave W
configurationtime/effort
AutoPasswordReset
Automatic/IntelligentRoutingoftickets,
dependentonCItypesandpriority
Accessibility/Reporting
WebPortalforUserstologandcheck
progressontickets
Webportalfunctionalitytoallow3rdparty
supportpartnersaccess
Inbuiltreporting/exportfunctionality
Accessibilityonmobiledevicesie.
Blackberry/Android/iPhone
DashboardViews
ProActiveUserInformationdisplayedon
portal/ticker/intranet
UserauthenticationviaAD
CustomerSatisfactionsurvey
Integration/Compatibility
Emailintegration
WindowsXP/Windows7 compatible
MSInternetExplorerv8compatible
Integrationwithotherhelpdesktoolsof
partnerseg.Cherwellusedbyoneof
ourICTpartners
Integrationwithremotesupporttoolsie.
LogMeIn/VNCorproductsowntoolset
Systemmonitoringintegration
SLA/OLAManagement
CustomSLAlevels,perserviceor
customer
VIPallocationforlimitednumberofusers
ServiceLevelInformationReviewDates
ContractManagementandSLM
Misc
ExtensibilitytoallowuseasaBusiness
ServiceDesk
AssetManagementFinancialInfo
CIRelationshipstoOutage/Change
Impact
Authoritybrandingoftool
Realtimechat/IMwithsupportanalyst
Software/Licenseauditcapabilities
M=MustHave;S=ShouldHave;W=WouldLike
Usersgivenabilitytoreset/changetheirActiveDirectory W
passwordsusingresetformsincidentautologged
Ticketsareautoallocatedwithsuggestedresolvergroups S
basedonloggingdetails
Abilitytoaccessfromtheinternetawebportal whichcanbe M
usedtologticketsandcheckprogress
ICTDeliverypartnerscanaccesswebportaltoupdatetickets M
etc.
Abilitytogeneratereportsandexportdataisincluded M
Smartphoneapplications/interfacestoallowaccesstothe S
system
Graphicalreportswhichgiveataglanceviewonserviceetc. S
Abilitytooutputinformationregardingincidents/outagesetc. S
ontoawebpageorinternetportalforthetool
Iftoolisinstalledonpremise,useoftheActiveDirectoryin S
placetoauthenticateusersonthetool
BuiltInmechanismforcompilingandreportingonCustSat W
Fullintegrationwithemail,allowingsendingofnotification M
emailsetc.
Software/ToolclientforusersmustworkonWindowsXPand M
Windows7OS
AnybrowserbasedelementsmustworkwithIE8 M
Toolintegratestotheextentthatticketscanbehanded S
betweensystemsandotherfunctionssuchasSLAclocksare
synchronised
ITSMtoolintegrateswithsupporttoolsthatfacilitatewith S
remotesupport,viewingtoremoteuserdeviceetc.)
Toolintegratescompletelywithamonitoringapplicationand S
canautologticketsrelatedtosystemevents
AbilitytoconfigurecustomSLAsfordifferentservices/ M
customers
FunctionalitytoflaganumberasusersasVIP andthusraise S
ticketprofileorimplementdifferentSLAs
ConfigurablereminderstoalertServiceManagementfunction W
whenanSLAisdueforreviewwiththecustomer
DetailsofcontractsloggedinthetoolandassociatedSLAsto W
allocatetoaservice/productintheServiceCatalogue
TooltobesuitableforusebyotherBUsforlogging/tracking S
customerrequestsetc.
Toolhastheabilitytocontainfinancialinformationforassets, S
ie.purchasevalue,depreciation,compoundassetvalue
(includingaddonssuchasRAM/disks)
UnderstandhowachangetoaCIwillimpactserviceandother W
CIsifachangeismadeorfailureofaspecificCIorservice
occurs
ITSMtoolcarriesCoalAuthoritylogo/brandingetc. W
EndUsersystem/webportalhasabilitytochatrealtimewith W
servicedeskanalyst
Producthastheabilitytorundiscoverytool(s)onassetsto W
interrogateandreportoninstalledversionsofsoftware