1.

1 SELF SERVICE
Tags Question
Self Service Describe out of the box types of access via multiple methods: a). Web
Self Service Ability to easily market available services via a portal
Self Service Ability to associate end users with specific groups, lines of business, etc., and to
tailor presented content, information and self-service options according to rule-
based "subscriptions" for roles or groups
Self Service Availability of a bulletin board frame function for current major problems, such as
outages and scheduled downtimes (e.g. PSA)
Self Service Guest users able to log calls
Self Service Ability to provide a "suggestion box" for soliciting feedback on process and
interface
Self Service Ability for the end user to search knowledge base for solution via keyword,
Boolean operators and full-text search
Self Service Ability to brand self-service portal
Self Service Ability to develop, deliver and manage surveys of end users
Self Service Ability to provide a customer self-service portal where a customer may access
knowledge base articles and FAQs, submit and update requests, and monitor the
status of their requests
Self Service Ability to provide an end-user interface through which employees can order
standardized goods and services from various groups (e.g. HR, IT)
Self Can administrators format a portal through a design tool rather than through
Service;Platform code?
Self Service;Tech Ability to provide a list of "top 10" common FAQs searched, with automated
Support updates based on update rules

1.2 INCIDENT MANAGEMENT

Tags Question
Incident Can ticket assignment be manipulated?
Management
Incident Ability to link to SLAs for alerting and so that impact can be assessed if a service is
Management performing below agreed upon levels.
Incident Ability to link into phone system to pop customer screen based on caller ID
Management
Incident Does the solution allow users to create help desk tickets?
Management
Incident Does the solution provide the ability to enter maintenance window and check for
Management conflicts based on CIs, CI service map (CI conflicts) as well as maintenance and
blackout windows?
Incident Does the solution provide the ability to raise a problem from an incident bringing
Management over short description, assignment group, CI, category and prioritization?
Incident Does the solution provide the ability to escalate an incident and carry data from the
Management incident to the problem record, leaving the incident in an Awaiting Problem state
once service is restored (to stop the SLA)?
Incident Does the solution provide the ability to perform 2-step closure?
Management
Incident Does the solution provide the ability to tie closure codes to categories and use as a
Management third level of trending?
Incident Does the solution provide the ability to configure assignment groups and auto
Management assignment for a variety of site support options?
Incident Does the solution provide the ability to have a parent/child relationship or multiple

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Management tiers within the same assignment group for functional escalation?
Incident Does the solution provide the ability to indicate a caller/service recipient is a VIP?
Management
Incident Does the solution provide the ability to log an incident against both a business
Management service (value stream/product) and view a business service map to determine
Primary Affected CI and/or to determine affected services from the Primary
Affected CI via a business service map?
Incident Can the solution help us manage both end-to-end service restoration as well as
Management availability and performance service levels?
Incident Does the solution provide the ability to automate creation and sending of pages
Management automatically from the incident?
Incident Does the solution provide the ability to pull/display assets into incident self-service
Management and/or request forms for user to select affect asset?
Incident Does the solution provide the ability to create incident wizards to help
Management submit/troubleshoot issues based on conditional questions?
Incident Does the solution provide the ability to create a post incident report, either by way
Management of a special form or conditional fields that appear for major incidents?
Incident Does the solution provide the ability to automate internal alerts and kick off
Management external (business) alerts via an integrated paging tool?
Incident Does the solution provide the ability to classify major incidents as Availability or
Management Performance and track SLAs for these areas?
Incident Does the solution provide the ability for incidents created for vital business services
Management to default to Critical regardless of the impact?
Incident Does the solution provide the ability to automate the determination of a major
Management incident for vital business services, using the CI record for enterprise level
outages/performance impacts of high priority systems?
Incident Does the solution provide the ability to automate the determination of a major
Management incident for vital business services, using the CI record?
Incident Does the solution provide the ability to log calls for unlisted team members or
Management vendors and alert the end user closing the ticket to update this field if possible?
Incident Does the solution provide the ability to automate escalation from level 1-2-3 within
Management a team OR to reassign an incident to another group as well as the ability to retain
ownership, while assigning a task to another group?
Incident Does the solution provide the ability to automate the designation of a major
Management incident (INR) based on Urgency of the affected service/product?
Incident Does the solution provide the ability to alert the service desk when an incident is
Management reassigned between different groups three or more times?
Incident Does the solution provide the ability to receive a call, email or service request and
Management triage/convert it to the proper record type?
Incident Does the tool have the ability to notify and functionally escalate (assign) an incident
Management to an individual or support group based on pre-defined parameters, thresholds or
manual override conditions? For example: category (component at fault), response
and resolution service levels.
Incident Prompts for missing details
Management
Incident Are Incident logs in the tool protected from alteration after-the-fact?
Management
Incident Ability to integrate with event and alert monitoring tools, and allow for automatic
Management creation, update and closure of tickets from these tools
Incident Ability for support analysts to have a clear view of the incidents assigned to them
Management and their priority
Incident Ability for team leaders to easily view all incidents assigned to their team, by
Management priority
Incident Ability to link to the Configuration Management database or Configuration
Management Management data
Incident Ability to store and maintain alerting distribution lists based on Incident types
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Management
Incident Does the Incident Record have field or fields to designate the assignment of the
Management Incident Record to an individual or support group?
Incident Ability to support automatic assignment of a record by: • Categorization/Type •
Management Status • Severity, SLA and/or Priority • Date and Time (Calendar Routing) •
Agent/Analyst Skills
Incident Ability to integrate with Remote Access Support tools, how does the tool handle
Management this function, and which are supported out-of-the-box
Incident Does the Incident Record have a field or fields to identify the reporting source of
Management the incident? For example: person, department, organization, location, monitoring
tool (event).
Incident Ability to manage and maintain multiple assignments for each open Incident.
Management
Incident Does the tool support chronological task sequences and dependencies in Incident
Management Models?
Incident Does the Incident Record have a field or fields for the input of text by date and time
Management for the incident investigation and diagnosis activities and resolution?
Incident Ability to limit ticket owners
Management
Incident Ability to view full incident history in a clear, consecutive and concise way
Management
Incident The solution supports the creation, modification, resolution and closure OR
Management cancellation of incident records.
Incident Does the tool allow authorized users to determine the order in which Incidents
Management were acted on and by whom?
Incident The ability for hierarchical notification about incidents that exceed or will soon
Management exceed Priority/SLA parameters.
Incident Ability to log incidents as soon as the email comes in - no delay based on a timed
Management poll
Incident Does the tool facilitate the opening of Incident Records via various methods? For
Management example: manually via Service Desk agent, user, or automated via email, system
alert.
Incident Ability to automatically log incidents in the system if an email is sent to a particular
Management address with a notification sent back to the person who raised the incident
Incident Ability to associate emails received by the system containing attachments with a
Management ticket as opposed to detaching them and storing them elsewhere
Incident Does the tool facilitate the establishment and application of Incident Models for
Management specific situations? (Example a specific mix of category, service, and CI type)
Incident The solution supports the ability to automate incident models and workflow based
Management on record classification.
Incident Ability to assign tasks to outside agencies (e.g., Hardware or Software service
Management provider).
Incident Ability to manage and link incident records to multiple SLAs and tiers of service
Management based on IT customer groups or associated lines of business
Incident Does the tool integrate with Service Level Management to monitor and track
Management incident response time and resolution time based on priority and/or service levels?
Incident Call generation via other forms of communication channel, e.g. Twitter
Management
Incident Ticket priority automatically determined by impact and urgency
Management
Incident Ability of the tool to facilitate the automatic prioritization, assignment and
Management escalation of Incidents based on the record categorization
Incident Ability to log and close a "quick call" as quickly as possible. Describe methods how
Management this can be done
Incident Ability to support highly flexible routing of incidents based on available resources
Management located across multiple sites and other factors, such as time of day, tiered service
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 values, etc.
Incident Ability to support hierarchical escalation, either manually or via business rules,
Management upon incident status change, priority change and/or service-level clock expiration.
Incident Does the Incident Record have a field or fields to capture contact information of
Management the person reporting an incident and preferred method for notification?
Incident Ability to identify CI's related to an individual - and assign a CI to an Incident by
Management matching requestor with CI.
Incident Does the tool log all Incident actions taken and by whom?
Management
Incident Capability to link Incidents to Problem Records, Knowledge Base, known
Management workarounds and RFCs
Incident Does the tool integrate with Knowledge Management - knowledge databases to
Management support incident investigation (e.g. through scripting), diagnosis and resolution (e.g.
work-around, temporary fix, routine incident fix)?
Incident Does the tool automatically create a distinct and unique identifier and number for
Management each Incident Record?
Incident Ability to notify incident owners when the associated problem is resolved
Management
Incident Does the tool integrate with Problem Management to enable the rapid opening of
Management a Problem Record from Incident Management, and to enable the creation and
maintenance of the linked relationships between the Incident and associated
Problem / Known Error Record(s)?
Incident Ability to differentiate between an incident and a service request.
Management
Incident Does the tool provide facilities within the tool database for archiving closed
Management records?
Incident Does the tool integrate with Request Fulfillment to enable rapid opening of a
Management Service Request Record from an Incident Record; and to enable the creation and
maintenance of the linked relationships between the Incident Record(s) and
associated Service Request Record(s)?
Incident Resolved tickets will automatically trigger an email to the user
Management
Incident Does the Incident Record have a field or fields to distinguish Incidents from Service
Management Requests? For example: user requesting a password reset or a new keyboard as
self-service request
Incident Does the tool facilitate gathering customer feedback and / or rating of IT support
Management and service? For example: sending customer satisfaction surveys or feedback
request emails after the closing of an incident record.
Incident Ability to associate of incident records to user and customer data.
Management
Incident Does the tool enable the creation and maintenance of "caused by" linked
Management relationships between Incident Record(s) and associated RFCs? For example:
recording incidents which are caused by changes.
Incident The ability to put incidents on hold so time does not count against SLA.
Management
Incident Does the tool have defined incident resolution and closure statuses, and
Management automated date and time stamps? For example: Resolved, Closed.
Incident The ability to initiate a ticket on behalf of someone else - list the requestor as
Management different than the author.
Incident Ability to see Countdown time left on response time (associated with priority or
Management SLA)
Incident Does the tool accommodate authorized manual priority overrides?
Management
Incident Ability to easily see previous calls for the same customer.
Management
Incident Ability to input free text, screen captures, and file attachments for the recording of
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Management incident descriptions and resolution activities.
Incident Does the Incident Record have a field or fields for the input of the incident
Management description and symptoms?
Incident Does the Incident Record have a field or fields to record with date and time the
Management incident category information at closure? For example: identifying the repaired
component.
Incident Ability to use configurable closure categorization codes upon incident closure.
Management
Incident Ability to create an RFC or problem from an incident with automatic population of
Management fields.
Incident Ability to report on software licensing needs based on number of employees that
Management meet configuration parameters (i.e.: 2400 employees require MS Office)
Incident Ability to support automatic escalation of a record by: • Categorization/Type •
Management Status • Severity, SLA and/or Priority • Date and Time (Calendar Routing) •
Agent/Analyst Skills
Incident Does the tool integrate with Change Management to enable the rapid opening of a
Management Request for Change Record (RFC) from an Incident Record; and to enable the
creation and maintenance of the linked relationships between the Incident
Record(s) and associated RFCs?
Incident Ability to easily transition an incident from one analyst or team to another.
Management
Incident Does the tool require selection of a justification for manually overriding priority?
Management
Incident Flexible search capabilities for incident matching and trending.
Management
Incident Automated ticket closure at a predetermined number of business days after a ticket
Management enters resolved status
Incident Resume work date required prior to putting ticket in waiting (hold) status
Management
Incident Capability for storing historical incident data and other Incident related information
Management including an audit log with updates and resolutions
Incident Ability to allow for multiple types of alerts (via pager and e-mail), including deadline
Management alerts, excessive reassignment alerts and inactivity alerts.
Incident Does the tool have the ability to notify and hierarchically escalate an incident to an
Management individual or group based on pre-defined parameters, thresholds or manual
override conditions? For example: response and resolution service levels in
jeopardy of breaching.
Incident Ability to easily add/update contact details when recording an incident against a
Management user.
Incident Do all authorized tool users have read access to all Incident information?
Management
Incident Customer can choose to receive an email any time their ticket is updated.
Management
Incident Does the tool automate the date and time of the incident registration or logging,
Management and all updates throughout the lifecycle of the Incident Record?
Incident The solution supports the ability to automatically generate a unique case number
Management to each request
Incident Ability to reactivate incident in resolved status
Management
Incident Ability to create "internal only" incidents that are not visible to clients but are still
Management associated with a specific client, as well as "external", client-facing incidents
Incident Does the tool integrate with Configuration Management Databases (CMDBs) to
Management enable rapid access to Configuration Item attribute details and relationships, and to
enable the creation and maintenance of the linked relationships between the
Incident Record(s) and associated Configuration Record(s)?
Incident Ability to configure the system so as to trigger outgoing emails only when specific
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 Management types of updates to an incident occur
Incident Does the Incident Record have a status field to monitor and track the lifecycle
Management statuses of an incident from detection / reporting through response / assignment
to resolution and closure? For example: opened, assigned, resolved, closed.
Incident The ability to collect feedback (satisfaction survey) upon the close of an incident.
Management
Incident Ability for operator to edit more than one incident open at the same time
Management
Incident Ability to add closure codes to incidents to classify if related to user error, software
Management failure, network fault, etc.
Incident Ability to close incidents in bulk as opposed to closing out individual incidents.
Management
Incident Ability to use knowledge and/or support scripts for incident diagnosis and
Management resolution.
Incident Ability to set up a trigger for existing documentation to facilitate first contact
Management resolution based on product or service entered
Incident Does the tool have a tiered categorization structure allowing the identification of
Management an incident with a service (e.g. payroll) as well as system and component?
Incident Does the tool limit create and update access to specific data elements by role?
Management
Incident Flexible support for desired Incident classification and logging schemas.
Management
Incident Does the tool integrate with Configuration Management Systems or CMDBs to
Management enable the Service Desk to identify, investigate and diagnose incidents?
Incident Does the tool have the ability to automate the calculation of priority based on
Management defined impact and urgency factors?
Incident Ability to batch/mass update specific data elements - especially the CI owner.
Management
Incident Ability to search for an incident by different criteria, including incident number,
Management user, topic, team, etc.
Incident Does the tool automate the rapid recording, classification and linking of incidents
Management for multiple related incidents? For example: using templates or cloning or copying
of an incident that is already open, using a parent-child record relationship.
Incident Does the tool record priority changes with system time stamp, user ID, and action
Management taken for forensic inspection?
Incident Does the solution provide the ability to configure and calculate incident priority
Management;ITIL based on urgency, impact, and CI?
Incident Does the Incident Record have distinct impact, urgency and priority fields, with
Management;ITIL associated factors which can be defined by an authorized user?
Incident Does the solution provide listing of high priority incidents and a “me too” button to
Management;ITS add the user to the major incident?
M
Incident Does the solution provide a banner that shows critical system issues (edited
Management;ITS notifications) and a “me too” button to add the user to the major incident?
M

1.3 PROBLEM MANAGEMENT

Tags Question
Problem Can a user classify a problem record as being reactive or proactive?
Management
Problem Can a user create a Known Error once a root cause and workaround are
Management understood and relate it to the problem record?
Problem Can the solution record the details of the underlying root cause and the
Management permanent or temporary fix on resolution?
Problem Does the tool use ITIL 2011 Edition process terms and align to ITIL 2011 Edition
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Management workflows and process integrations?
Problem Does the solution provide the ability to submit the problem solution for
Management approval and to close the problem as “Not resolved – too costly” if rejected?
Problem Does the solution provide the ability to assign the problem to the Incident
Management Assignment group initially, who can accept/reject the problem? On rejection,
reassign to the Problem Management assignment group. On Acceptance by
PM or initial Assignment Group, create task to coordinate root cause analysis.
Problem Does the solution have known error management capabilities?
Management
Problem Does the tool facilitate the escalation and notification of problem records
Management being worked on after defined thresholds have been reached? For example:
failure to establish a root cause before a pre-define period
Problem The ability to make problem and known error details available to Incident
Management Management for use in matching, troubleshooting and resolution.
Problem The ability to integrate with Configuration Management allowing for the
Management linking of Problem records to CI records in order to make CI information
readily available to assist in the classification and prioritization of problems and
to allow visibility into problems associated with a CI or set of CIs.
Problem The ability to support free text, screen captures, and file attachments for the
Management recording of problem descriptions and resolution activities
Problem Does the tool provide an audit trail for record information and updates? For
Management example: IDs of individuals or groups opening, updating and closing records;
dates and times of status and activities updates, types of activities
Problem Does the tool enable the Service Desk and other authorized support groups to
Management view Problem and Known Error Records for status, progress reports,
workarounds and temporary solutions; and to be notified of updates to
Problem Records?
Problem The ability to report on the number of proposed solutions, most used
Management solutions, and least used solutions in the knowledgebase
Problem Does the tool integrate with Configuration Management Systems or CMDBs to
Management enable the problem support team(s) to identify, investigate, diagnose and
eliminate problems?
Problem The ability to create, maintain and monitor a knowledgebase
Management
Problem Ability to assign impact and urgency codes to problem records
Management
Problem Does the tool automate the date and time of the Problem Record logging and
Management all updates throughout the lifecycle of the Problem Record?
Problem Does the tool support changing the impact and / or urgency fields and
Management associated priority? For example: based on the associated incidents being
matched to the problem change impact and priority.
Problem Does the tool support designating fields as mandatory?
Management
Problem Does the Problem Record have a field or fields to capture the contact
Management information?
Problem Does the tool provide out-of-the-box reports and facilitate flexible (ad hoc)
Management report generation?
Problem Does the tool automate notification and escalation to keep IT and users
Management informed of potential issues or progress?
Problem Ability to develop templates for recurring problems
Management
Problem Does the tool integrate with Knowledge Management - knowledge databases
Management to support investigations, diagnoses, root cause analysis techniques, and
creating / updating workarounds, temporary fixes and resolutions?
Problem Does the Problem Record have a field or fields for the input of date, time and
Management text for resolution recommendations?
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Problem Does the tool facilitate the designation of a Known Error? For example: as a
Management Problem Record status or a separate unique Known Error Record with links to
the associated Problem Record.
Problem Does the tool automatically create a distinct and unique identifier and number
Management for each Problem Record?
Problem Does the tool facilitate incident trending for pro-active problem identification?
Management For example: the ability to show historical, related incidents over time.
Problem The ability to publish FAQs and supporting reference documents within the
Management knowledgebase that is accessible by end-users
Problem Does the Problem Record have a field or fields to capture the reporting
Management source's identification? For example: person, group, location, monitoring tool
(event)
Problem Does the tool integrate with Configuration Management Systems and
Management Configuration Management Database s (CMDBs) to enable the creation and
maintenance of the linked relationships between Problem and Known Error
Records, and associated Configuration Item Records?
Problem Does the tool facilitate the creation and use of patterns for the resolution of
Management problems?
Problem Does the tool have a tiered categorization structure allowing the identification
Management of a problem with a service (e.g. payroll) as well as system and component?
Problem Does the Problem Record have a field or fields for the input of date, time and
Management text for root cause analysis activities and results?
Problem The ability of assigning tasks to individuals to be accomplished within a
Management specified time frame. The tool shall notify the assignee of the task and due
date and the associated Problem record.
Problem The ability to track multiple tasks and assignments with a problem
Management
Problem Ability to track the total amount of time the problem was worked on and how
Management long it was open
Problem Ability to integrate problem management with incident and change
Management management
Problem Does the tool facilitate the creation and maintenance of the linked
Management relationships between Incident Records and associated Problem / Known Error
Record(s)?
Problem Does the tool facilitate the opening of a Problem Record directly from a menu
Management for pro-active problem activity tracking as well as from an Incident Record for
reactive problem activity tracking?
Problem Does the Problem Record have a field or fields for the input of text for problem
Management description and symptoms?
Problem The ability for authorized users to create new problem records, and enforce
Management data rules and required fields
Problem Does the tool facilitate a consistent problem classification schema across the
Management business enterprise?
Problem The ability to search for known solutions, work around and known errors based
Management on the description of the problem
Problem The ability to integrate with Change Management allowing for the linking of
Management Problem records to Change records in order to provide full visibility into
problems caused by changes and changes that are input to resolve problems.
Problem The ability to integrate with Incident Management allowing for the linking of
Management Incident records to Problem records in order to provide full visibility into
incidents caused by problems and the impact of problems to the business
users.
Problem Ability to automatically update status or close all related incidents to a
Management problem upon updating of status or closure of the problem
Problem The ability for the problem management team to communicate status and
Management progress reports, as well as temporary solutions and workarounds to the
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 Service Desk staff
Problem The ability to link with third party knowledge bases
Management
Problem The ability to present historical data on problems and known errors for use by
Management support staff during the investigation process
Problem Ability to provide for documenting and managing knowledge artifacts
Management pertaining to problem and error control (e.g., data entry point for knowledge
management databases, posting of FAQs)
Problem Does the Problem Record have a problem status field with pre-defined
Management statuses? For example: opened, assigned, resolved, closed.
Problem Does the tool facilitate the management and documentation of the Major
Management problem reviews?
Problem Does the tool provide access to historical problem and known error data /
Management information for use by support staff during incident and problem investigation?
Problem Does the tool support the ability to assign and route Problem Records to pre-
Management defined individual or support staff group? For example: based on the category
Problem Does the tool facilitate the opening of a Problem Record with Known Error
Management status or a Known Error Record to record known errors identified in the
development environment?
Problem Ability to provide configurable problem process and categorization templates
Management
Problem Ability to prevent closure of a problem before all assignments have been
Management resolved
Problem Ability to automate opening of a problem record from an incident record based
Management on business rules and SLAs
Problem The ability to document root cause analysis
Management
Problem The ability to route and assign problem records to pre-defined support staff or
Management groups
Problem Ability to link problems/known error records to a CI, group of CIs or a service
Management
Problem Does the tool have security controls in place to allow only authorized staff and
Management users to view, open, modify, authorize and close records based on their role?
Problem Ability to view impacted CIs from within a problem record, and to view
Management upstream and downstream affected CIs and IT services through a visual
depiction
Problem The ability to increase/decrease the severity or impact classification of a
Management problem according to the number of associated incidents and/or the number
of end users affected
Problem Does the tool support problem closure category codes which can be defined by
Management an authorized user? For example: hardware, software, training.
Problem Does the tool facilitate progress tracking and monitoring of the problem
Management lifecycle? For example, tracking ownership, escalations, resolution activities
and status, closure.
Problem Does the tool integrate with Change Management to enable the opening of a
Management Request for Change Record based on a Problem / Known Error Record; and to
enable the creation and maintenance of the linked relationships between the
Problem and Known Error Record(s) and associated Change Record(s)?
Problem Does the tool provide analysis or export of incident data for analysis so
Management Problem & Incident Management stakeholders can monitor, improve and
create Incident categories?
Problem The ability of differentiating between problems and known errors.
Management
Problem The ability to use solutions developed in response to past incidents to create
Management new knowledge base entries
Problem When root cause of an incident is unknown, does the solution provide the
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 Management;Inciden ability to open a problem from the incident, transfer appropriate data and
t Management relate the problem to the incident is required?
Problem Does the Problem Record have impact, urgency and priority fields and factors
Management;ITIL which can be defined by an authorized user?
Problem Provide problem process templates based on industry best practices and/or
Management;ITIL ITIL
Problem Ability to provide standard required problem record data fields
Management;ITIL
Problem Are Problem Records distinct from Incident Records?
Management;ITIL

1.4 KNOWLEDGE MANAGEMENT

Tags Question
Knowledge Can knowledge articles be marked so that only relevant content is presented to
Management each user subgroup?
Knowledge Enable and enforce content authorship controls, so that all users have input to
Management knowledge articles, but only a few have configuration control authority over the
official article.
Knowledge Does the knowledge solution support gamification?
Management
Knowledge Does the knowledge search offer guided assistance?
Management
Knowledge Does the solution allow multiple knowledgebases?
Management
Knowledge Does the solution support bulk editing of knowledge articles?
Management
Knowledge Does the solution provide out-of-box knowledge reporting?
Management
Knowledge Does the solution track changes to knowledge articles?
Management
Knowledge Does the solution allow knowledge approvals?
Management
Knowledge Can knowledge articles be exported?
Management
Knowledge Does the solution support attaching videos to knowledge articles?
Management
Knowledge Does the solution provide the ability to create knowledge from a change for post-
Management implementation review (PIR) lessons learned and revised change instructions?
Knowledge Describe the ease of converting and importing knowledge from third-party sources.
Management
Knowledge Does the knowledge solution provide multi-media capabilities?
Management
Knowledge Does the solution provide the ability to easily manage updating, submitting across
Management versions and languages – grouping multi-language versions together so they may be
edited together?
Knowledge Does the solution provide the ability to determine what people are searching for /
Management track search terms?
Knowledge Does the solution ensure the applicable CI is tracked in the originating knowledge
Management article for maintenance?
Knowledge Does the solution provide an indicator that knowledge is in draft or retired?
Management
Knowledge Can IT can see retired knowledge?
Management
Knowledge Can IT can see “just in time" knowledge (knowledge that is not yet published)?
Management
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Knowledge Does the solution allow IT staff to open a knowledge article directly from an
Management Incident?
Knowledge Does the solution display knowledge articles automatically when a short
Management description is entered in the self-service Incident form and in the incident
management application?
Knowledge Does the solution provide the ability to create the knowledge article in the correct
Management knowledge base?
Knowledge Does the solution provide the ability to create knowledge articles from incident,
Management problem and change records, then edit and submit the resulting knowledge article
for review?
Knowledge Does the solution make unpublished knowledge available to IT users but clearly
Management display the state (that is, draft vs. published)?
Knowledge Does the solution provide the ability to create multi-level roles for knowledge
Management management for users (IT and public), authors, approvers and knowledge
management?
Knowledge Does the solution provide the ability to categorize/separate knowledge within the
Management repository but return local + global knowledge first?
Knowledge Does the solution provide support for standard KCS features (user ratings, ability to
Management flag knowledge for review)?
Knowledge Does the solution provide the ability to compile a comprehensive database that
Management aligns with the concept of the Service Knowledge Management System, combining
Configuration data with relationships between services and CIs, along with a history
of incidents, problems, changes, events, known errors and knowledge?
Knowledge Be able to identify an article owner by name or department, that is separate for the
Management article author.
Knowledge Provide an automated review process to articles approaching an article expiration
Management date. Explain in detail how this works, including what reporting and notification
takes place.
Knowledge Ability to provide knowledge management capabilities by floating the most
Management relevant hits to the top, in order of closest match to search
Knowledge Ability to make certain fields in the knowledge article template mandatory
Management
Knowledge Ability to provide knowledge-centered support (KCS) standards and guidelines
Management
Knowledge Ability to access appropriate articles based on the text that is typed in when an
Management incident is raised by utilizing the included integrated knowledge base.
Knowledge Ability to automatically populate a knowledge article into an incident
Management
Knowledge Ease of administering the weighting and relevancy scores associated with
Management knowledge articles
Knowledge Ability to launch fast knowledge searches using the categorization (or partial
Management categorization) selections as key value search parameters
Knowledge Ability to have a rich-text editor (RTE) that supports links within documents,
Management document-to-document links and attaching images to documents
Knowledge Ability to provide automated administration (ease of adding, editing and
Management maintaining the data, and ability for end-user submission to require
review/approval prior to posting)
Knowledge Ability to manage full life cycle of knowledge articles through administration
Management capabilities (e.g., submission, editing, review, approval, publishing, usage
monitoring, etc.)
Knowledge Ability to allow user feedback to rate/score content for usefulness related to article
Management content
Knowledge Allow for the capability to set an article expiration date. If not provided, have an
Management standard generated article expiration date (i.e. all articles must be reviewed at least
yearly)
Knowledge Ability to embed Web links, images and objects into knowledge articles (e.g.,
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 Management screenshots, etc.)
Knowledge Ability to support a variety of search methodologies, including metadata, fuzzy
Management searching, hierarchical/drill-downs, cross-references, attribute queries, category,
Web and file system external library searches, and to utilize natural language and
proper stemming, and Boolean search methodology
Knowledge Ability to mine incidents and knowledge base articles to find previous problems of a
Management similar nature or to enable themes/trends to be identified.
Knowledge Provide the capability to store pictures in articles.
Management
Knowledge Ability to store key words/values with articles to be used as part of search
Management capability.
Knowledge Ability to create a knowledge article via a fill-in-the-blank form
Management
Knowledge Ability to have a defined workflow process for reviewing and approving pending
Management knowledge articles that can be displayed graphically
Knowledge Ability for tool's knowledge management database to search other knowledge
Management bases in environment
Knowledge Ability to support role-based knowledge items (i.e., a technical role can access
Management either technical-facing or customer-facing articles)
Knowledge The ability to automatically create knowledge management entries from incident,
Management problem and change modules

1.5 CHANGE MANAGEMENT

Tags Question
Change Ability to easily drill into a configuration item when submitting a change to find out
Management critical information that needs to be used when submitting the change. Example;
We ask submitters to choose Low, Moderate or High as an Impact Potential during
the submission process and give them guidelines to follow like “Select HIGH as the
impact potential if it’s a Tier 1 Server or Application”, however there is no way to
drill into the CI to find out this information easily so we leave them on their own to
go find out these details outside of the tool.
Change Can the solution present change steps to follow from a selected change template?
Management
Change Can the solution prevent and/or warn a user that a change is being scheduled in an
Management unavailable window due to planned works, unavailable periods of change or SLA
details?
Change Can the solution easily identify or facilitate changes that require a Change Advisory
Management Board (CAB) or an Emergency Change Advisory Board (ECAB)?
Change Can the solution support different change authorizers based on the change type,
Management change template, affected services, affected CIs or affected CI meta data such as a
PCI DSS affecting device?
Change Can the solution accommodate a user-/customer-specific forward schedule of
Management changes?
Change Can the solution create parent and child relationships between records?
Management
Change Ability to send notifications upon implementation for each open assignment.
Management
Change When a change is required to resolve a problem, does the solution provide the
Management ability to open a normal or standard change from the problem, transfer appropriate
data and relate the change to the problem is required?
Change When a change is required to resolve an incident, does the solution provide the
Management ability to open the change from the incident, transfer appropriate data and relate
the change to the incident is required?
Change Does the solution provide the ability (upon completion of implementation) to
Management create a task to review/update CMDB as needed?
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Change Does the solution provide the ability to open a task for planning the
Management implementation via workflow, then add ad hoc tasks as required?
Change Does the solution provide the ability to leverage automated risk assessments based
Management on questionnaires?
Change Does the solution provide the ability to capture value stream CABs (CAB selection
Management based on Business Service)?
Change Does the solution provide the ability to create change models based on templates
Management (or catalog items) to replace current template usage?
Change Does the solution provide the ability to relate changes to a parent change for large
Management releases that need different teams’ engagement over time?
Change Does the solution provide the ability to manage a workflow with automated
Management approvals representing QA gates and change management?
Change Does the solution provide the ability to produce a forward looking schedule of
Management change in calendar format (change calendar), and capture CAB agendas based on
the CAB that is meeting?
Change Does the solution provide the ability to expedite normal changes until the change
Management process normalizes through use of smaller, more frequent CAB meetings?
Change Does the solution provide the ability to configure multiple CABs to localize Normal
Management change approval by value stream, assign changes to the correct CAB for final
approval?
Change Does the solution provide the ability to create standard change templates to help
Management ensure compliance (only approved standard changes may be logged)?
Change Does the solution provide the ability to manage common change types and build
Management change models (with workflow)?
Change Predetermined fields will be auto-populated when a standard change # from the
Management library is entered. Manual entry for certain fields will be permitted.
Change Ability to restrict desired deployment dates during RFC submission based on
Management minimum lead times
Change Ability for automated notifications sent at the scheduled start time to the activity
Management assignee to remind them of the change.
Change Ability to document back-out procedures, installation and turnover documents
Management within the RFC
Change Ability to easily reschedule changes and identify scheduling conflicts
Management
Change The ability to communicate information of changes and schedules that can be
Management distributed to the key groups such as the Service Desk and user groups
Change Ability to calculate an objective risk assessment considering business impact,
Management affected application/business services criticality, collision, historical change
information, and compliance with maintenance windows and black-out periods
Change Ability to automatically generate risk and impact analysis of multiple RFCs, and
Management provide visual depictions of upstream and downstream CIs that can be navigated in
a configuration management database (CMDB)
Change Ability to provide configurable change process and categorization templates
Management
Change The ability to send approval requests several times and to store multiple instances
Management of approvals. The ability to reset approval status, resend approval requests and
history logged of approval requests.
Change Ability to automatically produce the change schedule (FSC) in an HTML format that
Management can be published to a Web server
Change Ability to select and create "preapproved changes" from a list of predefined
Management templates with prepopulated content, such as categorization, text, etc.
Change Automatic notification will be sent to the specified stakeholder for any change
Management based on results
Change Ability to progress requests through the appropriate stages of authorization and
Management implementation and to maintain clear records of this
progress71:71F7270:7270:7269:72F7270:7268:72F7270:7267:72F7270:7266:72F72
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 70:7265:7264:72F7270:7263:7262:72F7270:7261:7260:72F7270:7259:72F7270:725
8:722:72
Change Ability to provide proactive notification to stakeholders and change advisory board
Management (CAB ) members for changes with critical business impact, collisions and compliancy
issues
Change Ability to provide real-time dashboards
Management
Change Ability to edit RFC's based on roles and change status
Management
Change Ability to automatically create a change request for unauthorized changes to CIs
Management
Change Ability to create subactivities or task records for a specific change record, for
Management separate assignment to an individual, group or vendor
Change Ability to easily identify the affected CIs whenever a change is made to a particular
Management CI
Change Ability to open an RFC against an incident/problem/known error record, and
Management automatic population of the RFC
Change Does Change Management have native integration with Release Management
Management
Change Ability to have multiple approvers and electronic routing of those approvals
Management
Change Automatic notices sent out for past due scheduled changes.
Management
Change Automated notification of RFC's to appropriate person(s) when change is updated,
Management status change, etc.
Change Ability to clone change records
Management
Change Upon submission, a requestor has the ability to view available release windows
Management from FSC
Change Ability to customize Change Dashboard by person, group, customer
Management
Change The ability to monitor and track the lifecycle of a Change request
Management
Change Ability to allow for scheduling of recurring events, such as certain types of
Management maintenance
Change Ability to support release and deployment management as part of the change
Management process
Change Capability to link RFCs to projects
Management
Change Provide change workflow feeds into release workflow
Management
Change Automated Approval workflow - 1. Ability to automatically send approval requests
Management to designated approvers. 2. ability to pickup and record approver responses. 3.
ability to change status if approval criteria met. 4. send notification of approval
(rejection) to change owner and change manager
Change Automatic prompting to carry out reviews of implemented
Management changes49:49F5048:5048:5047:50F5048:5046:50F5048:5045:50F5048:5044:5043:5
0F5048:5042:50F50448:50
Change Ability to reference change policy and bylaws which reflect managements
Management expectations and intentions
Change Ability to provide automated repeatable metrics
Management
Change Ability to use different process flows according to urgency
Management
Change Ability to verify and select pre-approved changes from a viewable library
Management
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 Change Ability to integrate forward schedule of changes (FSC) with Microsoft Exchange
Management calendaring system
Change The ability to enter of free form text, screen captures, and file attachments as well
Management as the use of codes for recording of change requests
Change Ability to promote one or more RFC(s) to a release, with corresponding
Management notifications
Change Does Change Management have native integration with Incident Management
Management
Change The ability to support time and cost tracking for project based activities as well as
Management service event based activities
Change Automatic warnings of any RFC's that exceed pre-specified time periods during any
Management stage (OLA)
Change Ability to support a "virtual" CAB (i.e., approvals/issues submitted and stored
Management electronically)
Change Ability to set response thresholds for automated approval process
Management
Change Ability to provide a change calendar with scheduled change viewing by group, and
Management to customize the sorting and filtering of calendar views
Change Ability to provide role-based approval, retracting or rescheduling of RFCs
Management
Change Ability to support maintenance, release and moratoriums (locked status) for freeze
Management windows
Change Ability to reference Change Model that clearly depicts the requirements and
Management activities associated with the change process
Change When a change is required to resolve an incident, does the solution have the ability
Management;Inci to open a change from an incident, transfer appropriate data and relate the change
dent to the incident?
Management
Change Does the solution provide the ability to view incidents, problems, changes for a CI
Management;Inci as well as the ability to see incidents for the service recipient and/or their location?
dent
Management
Change Does the solution provide the ability to ensure all unsuccessful, emergency and
Management;ITIL data changes require a post-implementation review
Change Provide basic required change record data fields
Management;ITIL
Change Provide templated workflow best practices and/or ITIL for emergency, normal and
Management;ITIL preapproved change
Change Does the solution provide the ability to display technical items that might generate
Management;ITS a request for change, with the ability to open the change when needed?
M
Change Does the solution provide out-of-box change reports?
Management;Re
porting
Change Does Change Management have native integration with Problem/Change/Service
Management;Ser Level Management?
vice Level
Management;Pro
blem
Management
Company Does your company belong to or participate in any industry associations or
Information;ITIL standards groups?

1.6 SERVICE CATALOG MANAGEMENT

Tags Question

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 Service Catalog Ability to provide user training information regarding the Service Catalog (for
example: access instructions, navigating the service catalog instructions)
Service Catalog Ability for the Service Catalog to integrate with the Configuration Management
Database.
Service Catalog Ability to publish services with associated features, benefits, service levels,
pricing/costing, components.
Service Catalog Workflow tool allowing definition of service from initial request to fulfillment
incorporating the ability to support serial and parallel workflow paths. It should
also be able to identify/associate approval points required during the flow until
final delivery is successfully accomplished
Service Catalog Ability to store and search based on key words associated with a service.
Service Catalog Ability to organize services into logical groupings or hierarchical structures.
Service Catalog Ability to quickly find services via a search engine.
Service Catalog Ability to support a structured content framework (services, subservices, etc.).
Service Catalog Ability to support a multifunction service catalog (example: IT, HR, Facilities,
Procurement)
Service Catalog Ability to handle different service states (for example, services in design versus
services in production).
Service Catalog Ability to support distributed, role based Service Catalog management.
Service Catalog Ability for service catalog to contain security features that allow users to only see
what is available to them.
Service Catalog Ability to have different views of the Service Catalog, such as Technical Service
Catalog and Business Service Catalog
Service Catalog Ability to support different service levels for the same service (e.g., bronze, silver,
gold levels).
Service Catalog Ability for the Service Catalog to be widely available to those who are approved to
access it.
Service Catalog Ability to have configurable service definition templates out of the box.
Service Catalog Ability to customize service definition templates and pre-packaged Service Catalog
content.
Service Catalog Discovery capabilities for service dependencies highlighting potential impact if a
service is added, modified or deleted
Service Catalog Ability for service catalog to provide attractive web interface for users that is easy
to use to request services.
Service Catalog Ability to provide a single source of consistent information on all production
services.
Service Catalog The ability to measure service quality and timeliness against defined benchmarks
and/or metric guidelines. (SLA, OLA and UC tracking and reporting)
Service Catalog Ability to assemble services into customer and business relevant packages.
Service Catalog Ability to automatically create and track Service Requests through the Service
Catalog.
Service Catalog Ability to have prepackaged Service Catalog content out of the box.
Service Catalog Ability to create and publish service offerings with descriptions, service levels,
available service bundles, and pricing related to service levels.
Service Catalog Ability for non-IT based people to create service definitions, design service
workflow and easily publish these services into the catalog
Service Catalog Ability create and publish Service Components that may include both Professional
Services and Technical Services.
Service Does the solution have intuitive presentation that uses current state shopping
Catalog;ITSM experience?

1.7 SERVICE LEVEL MANAGEMENT

Tags Question

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Service Level Can we define and measure a Service Level Agreement (SLA) based on availability,
Management reliability, and resolution times?
Service Level Can we define targets against an SLA?
Management
Service Level Can we define and measure Operational Level Agreements (OLA) that underpin an
Management SLA for internal operational teams?
Service Level Can we define targets against an OLA?
Management
Service Level Can the solution track and measure multiple OLAs against an SLA?
Management
Service Level Can we define service-specific based SLAs?
Management
Service Level Can we define customer-based SLAs?
Management
Service Level Can we define corporate-level SLAs?
Management
Service Level Can the solution provide visual and proactive notifications of SLA, OLA and UC
Management performance against their targets?
Service Level Ability to handle multiple contract types and contracts per customer
Management
Service Level Does the solution provide support to calculate service availability and performance
Management vs. SLA and display it on a dashboard?
Service Level Does the solution provide support for service-based SLAs (more than one SLA can
Management be configured) in order to support the following Incident SLAs: -Critical enterprise
service (all impacts default to critical) -Standard SLA -Additional SLAs TBD
Service Level How can we audit the SLA (service level agreement)?
Management
Service Level Ability to manage and monitor OLA's and supplier performance metrics in
Management Underpinning contracts (UC's)
Service Level Ability to provide severity definitions for SLAs.
Management
Service Level Ability to provide a dashboard view to appropriate SLAs in order to measure
Management request fulfillment against targets
Service Level The solution provides customizable service definition templates and pre-packaged
Management Service Catalog content
Service Level Ability to link SLAs to business units or departments, so that impact can be assessed
Management if a service is performing below agreed upon levels.
Service Level Ability to integrate with project management systems, financial systems and billing
Management systems.
Service Level Ability to store business process schedules in a central calendar to facilitate the
Management management . . .
Service Level When viewing activity within the system - such as incidents, problems, or changes -
Management be able to sort, highlight, and search based on level of compliance to an SLA for
that transaction.
Service Level Ability to auto verify that SLA targets are supported by OLA and UC targets
Management
Service Level Ability to establish alerts/notifications when activity is approaching and/or exceeds
Management an SLA. (i.e. An incident exceeds cycle time for its severity level with that
customers department) Please be specific which activities would have that level of
oversight and methods of notification/alert.
Service Level Ability to publish different support levels for the same service
Management
Service Level Ability to automate service availability and performance thresholds monitoring
Management against defined SLAs
Service Level Ability to support multiple SLA structures such as master agreements with
Management extensions or addendums for specific business units.
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Service Level Ability to verify the consistency of SLA's in their relationships to the Supplier
Management Contracts and Operating Level Agreements.
Service Level Ability to support the management, development, and review of Service Level
Management Agreements, Operating Level Agreements, and Underpinning Contracts
Service Level Ability to automate the management of service level targets in terms of automated
Management business rules, alerts, escalations and notifications.
Service Level Ability to store SLA, OLAs and Underpinning contracts.
Management
Service Level Ability to incorporate a search engine to facilitate locating service information
Management
Service Level Ability to schedule SLA/OLA/UC review cycles and renewals
Management
Service Level Ability to handle priority definitions and action times different for each customer
Management
Service Level Ability to report on SLA achievements vs. SLA targets.
Management
Service Level Ability to provide on-line display of services and their quality status.
Management
Service Level Ability to create dashboards that provide drill-down capability to other
Management components.
Service Level Ability to build workflows that allow for the building, agreeing on, approval of and
Management maintenance of SLA/OLAs.
Service Level Ability to create dashboards or scorecards that communicate to Service owners any
Management issues and/or failures.
Service Level Ability to store Service Level Management information (SLA's, OLA's, UC's, reports)
Management in CMDB as structured data
Service Level Ability to organize services into logical groupings or hierarchical structures that can
Management be used to assemble services in business-relevant packages or offerings
Service Level Ability to utilize a central area for IT employees to publish service related
Management information including outages and other issues.
Service Level Ability to associate individual with contracts and services (SLM)
Management
Service Level Ability to create and publish Service Components that may include both
Management Professional Services and Technical Services

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1.8 CONFIGURATION MANAGEMENT

Tags Question
Configuration Can the solution store data specific to various classes of CIs?
Management
Configuration Can the solution manage certificates such as licenses?
Management
Configuration Ability to visualise the data held within the CMDB either as a standalone
Management activity or within the incident, change, service request or problem
management disciplines.
Configuration Does the solution allow users to understand the impact a CI has on an overall
Management service (such as, where resilience is built into the overall business service)?
Configuration Can the solution reference meta data within ITIL discipline workflow to base
Management decisions upon (for example, CIs that are marked as Payment Card Industry
Data Security Standard (PCI DSS) must follow an enhanced change
management authorization process)?
Configuration Does the solution allow users to visually monitor the normalization,
Management categorization and reconciliation processes?
Configuration Can the solution provide updates to the product catalog as Suppliers release
Management new products/revisions?
Configuration Can the solution hold a product catalog of manufacturer and product
Management combinations to be referenced as part of the import processes?
Configuration Can the solution reconcile between multiple datasets to recognize the same
Management CI?
Configuration Can the solution identify a CI across multiple datasets?
Management
Configuration Can users save an export of the visualization viewport to share with
Management colleagues?
Configuration Does the solution provide the ability to perform policy and process controlled
Management updates to CI records and asset records at the close of a change or incident?
Configuration Does the solution provide robust, configurable reconciliation of discovered
Management data?
Configuration Does the solution provide a CMDB dashboard with standard reports reflecting
Management the accuracy, completeness, and currency of the CMDB?
Configuration Does the solution provide the ability to run subsequent CMDB change reports
Management showing those CIs that changed since the last report and the Change Request
ID associated to each change (if known)?
Configuration Does the solution provide the ability to baseline the CMDB to establish
Management authorized CIs?
Configuration Does the solution provide the ability to maintain a rich set of non-discoverable
Management CI attributes that are determined during the Change review process such as
owner, environment (production, test, development), support group, and
others?
Configuration Does the solution provide the ability to relate instances of virtual machines to
Management their current host physical machines, and computing clusters?
Configuration Does the solution provide the ability to easily and accurately generate
Management business service impact maps showing both upstream and downstream CIs
related to and potentially impacted by an identified CI such as the affected CI
pertaining to an opened Incident, Change request, or Problem?
Configuration Can the solution detect configuration changes and report if an approved
Management change record exists?
Configuration Does the solution provide the ability to view CIs and business service map
Management from within an Incident, Problem, or Change record?
Configuration Does the solution provide the ability to baseline CIs and the CMDB and detect
Management unauthorized changes?
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Configuration Does the solution provide the ability to interface with asset and configuration
Management data from self-service incidents and service request items?
Configuration Ability to manage leases, depreciation schedules, warranties, and service
Management provider contracts.
Configuration Ability to reconcile CI maintenance windows to SLA maintenance windows.
Management
Configuration Ability to enforce data validation rules on field values on registration of any
Management new CI.
Configuration Ability to perform software license management including automated
Management notification of license expiration and non-compliance and reporting, tracking
and auditing
Configuration Different levels of CI Relationship/Dependency. E.g. Critical/Non-Critical
Management
Configuration Ability to track the physical location of contracts and agreements, and identify
Management the individuals responsible for them
Configuration Ability to auto discover CIs in the environment or in cross-platform
Management environments. Servers can be Mac OS, Linux, or Windows - Workstations can
be Mac OS or Windows)
Configuration Ability to support a web-based front end.
Management
Configuration Ability to track both fixed and variable costs of CIs.
Management
Configuration Ability to "freeze" a CI so that it cannot have an RFC logged against it at all.
Management
Configuration Integrates with Service Level Management allowing for the linking of Services
Management to CI records and to make CI information readily available to assist in
determining the "technology footprint" of a service.
Configuration Support for Multiple Licensing Models Ð from off-the-shelf application through
Management to company-wide and version maintenance agreements
Configuration Integrates with Change Management allowing for the linking of Change
Management records to CI records and to make CI information readily available to assist in
assessing the impact of changes.
Configuration Ability to do automated dependency mapping.
Management
Configuration Ability to record a wide variety of contracts and licensing agreements by
Management attaching them to records
Configuration Integrates with Problem Management allowing for the linking of Problem
Management records to CI records and to make CI information readily available to assist in
the classification and prioritization of problems.
Configuration Ability to set Mandatory Fields depending on CI Type
Management
Configuration Each CI should have a last edited/checked date and flag so CIs which may be
Management out of date can be identified
Configuration Ability to store Failover options against CI
Management
Configuration Audit Log of CI changes to easily see previous state
Management
Configuration Integrates with Service Catalog to provide CI information as it relates to
Management service offerings.
Configuration Integrates with Availability Management allowing for CI information that is
Management readily available regarding availability status and metrics.
Configuration Integrates with Capacity Management allowing for CI information that is
Management readily available regarding capacity status and metrics.
Configuration Ability to display a personalized View of CI owned/managed by current user.
Management
Configuration Integrates with Release Management allowing for the display and reporting of
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Management impacted CIs via their link to changes associated with a Release.
Configuration Ability to link a CI to a specific customer/user - preferably using internal user id
Management and logon information.
Configuration Ability to store Certificate information for CI Type Web Server/Service
Management
Configuration Integrates with Request Fulfillment allowing for the linking of service requests
Management to CI records.
Configuration Integrates with Knowledge Management allowing for the linking of knowledge
Management to CI records.
Configuration Ability to define the dependency relationship between CIs in both directions
Management using custom terminology if desired. (i.e. hosted on, hosts)
Configuration Ability to report on CI's linked to employees, as well as employees not linked
Management to a CI.
Configuration Ability to add or delete Configuration Item (CI) Types and their corresponding
Management fields. No programming skills shall be required to add a CI Type or its
corresponding fields.
Configuration Ability to register new CIs (including fill in all field values) by designated users.
Management
Configuration Ability to display CI fields based on a CI Type.
Management
Configuration Ability to add custom fields to the CI Type.
Management
Configuration Ability to search for a CI by any CI field.
Management
Configuration Bulk import of licensing data save time with simultaneous uploading of
Management multiple licensing records
Configuration Ability to assign maintenance windows to any CIs.
Management
Configuration Field setup to include dynamic data storage including Multi-Choice Lists and
Management External Document Links
Configuration Ability to interface with all internal MDRs (i.e. SCOM) allowing the tool to
Management compare authorized configurations with the actual configurations stored in the
MDRs
Configuration Ability to provide different levels of access to configuration information based
Management on roles.
Configuration Ability to provide a graphical representation of the dependencies between CIs.
Management
Configuration Ability to perform ad hoc/general queries
Management
Configuration Ability to interface with Inventory Control tools to automate gathering of asset
Management and inventory information.
Configuration Does the solution support Multiple Licensing Models, from off-the-shelf
Management application through to company-wide and version maintenance agreements?
Configuration Ability to support both flexible data import/export, and simple points of
Management integration for associated tools.
Configuration Ability to group an individual customer's/user's CIs and services to provide cost
Management information
Configuration Ability to set automatic workflow triggers based on CI attribute values.
Management
Configuration Ability to assign a configuration to business and technical owners
Management
Configuration Ability to create automated alerts to various people or systems when a CI is
Management found to be in an unauthorized state.
Configuration Ability to assign Primary and Backup Business and Technical owners to CIs
Management
Configuration Ability to import CI information from management system databases (JAMF
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 Management Casper Suite for Mac OS, LANDesk or SCCM for Windows, Red Hat Satellite for
Linux)
Configuration Integrates with Incident Management allowing for the linking of Incident
Management records to CI records and to make CI information readily available to assist in
the classification and prioritization of incidents.
Configuration Ability to edit or delete any existing CI field values by authorized users.
Management
Configuration Does the solution facilitate the monitoring of CI performance and usage levels
Management against customer defined thresholds?
Configuration Does the solution provide the ability to turn on or off the auto-creation of
Management;Asset linked assets when a new CI is created if the CI class is also an asset class?
Management
Configuration Can the solution overlay the state of service on CIs within the visualization
Management;Event viewport?
Management
Configuration Does the solution provide the ability to view changes, service requests,
Management;ITSM incidents and problems that may impact the CI's configuration from within the
CI record?
Configuration Does the solution provide the ability to access asset and configuration data
Management;Platform from any application for investigation/troubleshooting, service request
fulfillment, change risk analysis, or other processes?
Configuration Does the solution provide the ability for more than one person to update a
Management;Platform record, but ensure there is an indicator so others know who is updating the
record while they are, and what data they are updating?
Configuration Is the solution simple to configure?
Management;Platform
Configuration Does the solution provide consistency of configuration and customization
Management;Platform across modules for developer continuity and maintainability?
Configuration Does the solution provide the ability to generate reports blending asset and CI
Management;Reporting data?
Configuration Does the solution provide the ability to configure CMDB dashboard by tailoring
Management;Reporting reports, adding reports, hiding reports?
Cost Ability to measure and track the total cost of ownership of a service or
Management;Asset collection of assets
Management

1.9 ASSET MANAGEMENT

Tags Question
Asset Management Can users mark an asset as owned, leased, or loaned?
Asset Management Ability to build upon the information held with the CMDB.
Asset Management Can the solution generate reports (destruction reports) to see how many tools
are broken and have to be re-ordered?
Asset Management Infrastructure installation requires tools (such as a torque wrench) on site (all
stored in containers). Can these containers be tracked and traced to the site
and back?
Asset Management Can materials be ordered onsite through a requisition?
Asset Management Does the solution provide out of box templates for standard asset types
(hardware, software, consumables)?
Asset Management Can the solution help us identify new devices provisioned in our environment?
Asset Management Does the solution provide hardware tracking with a full set of out-of-box fields
for tracking asset identification, model and manufacturer, status, assignment
and use, acquisition, maintenance and support, budget, chargeback, fixed
asset, and disposition details?
Asset Management Does the solution integrate with smart barcode readers capable of reading

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 single dimension barcodes, 2-dimension barcodes, and RFID codes?
Asset Management Can the solution perform Purchase Order tracking?
Asset Management Can the solution perform Contract tracking?
Asset Management Ability to track Asset status and lifecycle management such as procurement,
stored, configured, deployed, active and retired stages to support release
impact analysis, planning, rollout and deployment activities
Asset Management The solution has the functionality to interface with and make use of barcode
scanners.
Asset Management The solution has the ability to support the generation of inventory reporting
and trending information.
Asset Management The solution has the ability to create customized inventory management
reports by end user, location department, region, etc.
Asset Management The solution has the functionality to perform software license management
including automated notification of license expiration and non-compliance and
reporting, tracking and auditing.
Asset Management The solution has the ability to produce audit trail for inventory items.
Asset Management The solution has the functionality to track the physical location of contracts
and agreements, and identify the individuals responsible for them
Asset Management The solution has the functionality to track both fixed and variable costs of CIs.
Asset Management The solution has the functionality to group an individual user’s CIs to provide
cost information.
Asset Management The solution has the functionality to manage leases, depreciation schedules,
warranties, and service provider contracts.
Asset Management The solution has the functionality to support a web-based front end.
Asset Management The solution has the ability to report on incidents by asset or changes by asset
Asset Management The solution has the ability to have PC and non-PC assets associated with
issues, users, locations and customers.
Asset Management The solution has the ability for unlimited user-defined fields for asset types.
Asset Management The solution has the functionality to manage assets and asset classes at no
additional charge.
Asset Management The solution has the functionality to track check-in/check-out for loaning out
equipment.
Asset Management The solution has the ability to associate parent and child information (e.g., this
OS on that PC or this application on that PC).
Asset Does the solution provide support for asset management updates, assignment
Management;ITSM of assets etc. via the service request product?

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