IT Service Desk Software RFP Template

IT Service Desk Software RFP
The following template is intended to provide a comprehensive group of options to consider when preparing
your IT Service Desk Software RFP. Feel free to modify the selection criteria in order to meet your
organization's specific needs.

TABLE OF CONTENTS
SECTION 1: General Instructions
SECTION 2: Company and RFP Overview
SECTION 3: RFP Process
SECTION 4: Vendor & Product Info
SECTION 5: Pricing & Services
SECTION 6: Technical
SECTION 7: General Requirements
SECTION 8: Evaluating the Request Fulfillment Process
SECTION 9: Evaluating the Incident Management Process
SECTION 10: Evaluating the Problem Management Process
SECTION 11: Evaluating the Change Management Process
SECTION 12: Evaluating the Service Catalog Management Process
SECTION 13: Evaluating the Service Level Management Process
SECTION 14: Evaluating the Service Asset & Configuration Management Process
SECTION 15: Evaluating the Knowledge Management Process
SECTION 16: Evaluating the Release & Deployment Management Process
SECTION 17: Evaluating the Capacity & Availability Management Process
SECTION 18: Evaluating the Financial Management Process
SECTION 19: Evaluating the Project Management Process
SECTION 20: Evaluating the Self-Service Fuctionality
SECTION 21: Evaluating the Reporting Fuctionality

SECTION 1: GENERAL INSTRUCTIONS
1.1 Responses
This vendor response questionnaire will be used to determine the vendor's functional capability and
score. It is imperative that vendors answer the questions in accordance with the guidelines provided
below. Vendors' responses will be verified during the on site visit activities. It is also assumed that
the vendor will provide full proof of the capabilities declared in this questionnaire. Failure by a
vendor to provide honest responses will be grounds for disqualification from the RFP process.

1.2 Functional Response Rating
0 — Functionality not provided: Not included in the proposed IT service desk tool.
1 — Partial functionality provided out of the box: The vendor provides the functionality in a limited
way from its own code base. No additional product, customization or work-around can provide the
full functionality.
2 — Full functionality provided through Complex customization: The vendor can provide the
functionality, but an additional product, customization or work-around is required.
3 — Full functionality provided through Simple customization (Less than 2 hours): The vendor can
provide the functionality, but an additional product, customization or work-around is required.
4 — Full functionality provided out of the box: The vendor provides the functionality from its own
code base. No additional product, customization or work-around is required.

1.3 Additional Notes
In all the remaining functional response tabs (e.g. Technical, Change, Release, etc.), vendors can
choose from five options to indicate their compliance with each requirement.

1.4 Acronym Key
OOTB: out of the box
RFC: request for change
CI: configuration item
RCA: root cause analysis
SaaS: software as a service
GSA: General Services Administration
API: application programming interface
LDAP: Lightweight Directory Access Protocol
HIPAA: Health Insurance Portability and Accountability Act
PPM: Project Portfolio Management
MDR: Managed Data Repository
PSA: Projected Service Availaiblity
FSC: Forward Schedule of Changes

SECTION 2: COMPANY AND BUSINESS OVERVIEW
2.1 Company Overview
Official Company Name:
Privately held or public?
Company URL:
Total number of employees:
Total number of service desk staff:
Total number of service desks:
List service desk country locations:
Supported languages:
Do you provide internal support (employees), external support (customers), or both?
Total number of end-users supported:

2.2 Service Desk Operational Requirements
1.2.1 List the ITSM / ITIL processes currently implemented:

1.2.2 List the ITSM / ITIL processes desired for future implementation:

2.3 Project Team
Describe your company's RFP team - names, titles, organizational responsibility, key contact for RFP process.

2.4 Reference Customers
Provide details of at least two current customers of your products/services who would be willing to receive our
RFP team by way of a Reference Visit

SECTION 2: RFP Process
3.1 RFP Conditions
3.1.1 Contact and Communications
All communications related to this RFP should be directed in writing to the following:
Bid manager: [Name, Title]
Email:

Postal address:

Telephone:

Fax:

3.1.2 RFP Bid Response
Bidders are required to complete all of the following sections, with responses in fewer than 200 words. Bidders are required
to use this template. Supplementary documentation for the sole purpose of clarification or as an example as explicitly
requested in the RFP may be annexed to the Bid response, but only in Microsoft Word, Excel, or PowerPoint format.

3.1.2.1 Confidentiality
The information in this RFP is confidential and may not be copied, exhibited, or furnished to others without the
prior written consent. This RFP may not be submitted to another party for response. Bidders may, however,
provide the specifications to their subcontractors and material suppliers for the sole purpose of obtaining related
information necessary to meet the requirements of the RFP.
Similarly, Bidders’ responses are considered confidential, although we reserve the right to employ one or more
consultants to assist in analyzing the Bid responses. All consultants will also be bound under nondisclosure
agreements.

3.1.2.2 Cost of preparing bid proposals
Expenses incurred in the preparation of responses to this RFP or attendance at any in-person meetings are the
Bidders’ sole responsibility and will not be reimbursed.

3.1.2.3 Right of rejection/acceptance of bid proposals
We reserves the right to accept or reject any or all proposals in whole or in part, to waive any informality in
proposals received, and to make an award at its absolute discretion.

3.1.2.4 Late bid proposals
All proposals must be sumitted by the assigned closing date/time.
3.1.2.5 Modification of RFP
We reserve the right to modify any provisions or parts of the RFP documents at any time before expiration of the
original RFP submission due date. The closing date set forth in this RFP also may be extended at any time before
the original RFP Bidder submission due date.

3.1.2.6 Withdrawal of a bid proposal
Bidders may, without prejudice, modify, withdraw, or resubmit their proposals by written request, provided that
revised proposals are received prior to the RFP closing date. A new proposal must clearly state, ―This proposal
supersedes the proposal of (date).‖

3.1.2.7 Ownership of bid proposals
Bidders’ responses received shall remain the property of our company and will not be returned.

3.1.2.8 Responsibility and liability
Bidders are liable for any errors made on their part.
Our company makes no guarantees that any contract for any or all of the estimated services included within this
RFP will be issued, or that estimated levels of consumption will be maintained through the duration of the contract
terms that result.
Our company will not be liable for any loss that may be incurred by the Bidders as a result of forward provisioning
of resources in anticipation of contracts being placed, where such contracts do not eventuate.

3.1.2.9

Vendor briefings and site visits
Bidders may be required to attend information briefings and/or site visits. Bidders will be given appropriate
advance notice by email so that any necessary travel arrangements may be made.

3.2 Bid Schedule
Task
Phase 1— Bidder qualification round

Due date*

Comment

RFP issuance; Acknowledgement of
Intent to Bid form due
Bidder final questions due

[DATE]

Send a letter electronically to Bid Manager
acknowledging intention to bid.
Submit list of questions referencing the section
number in Word format for all clarification
requests by the Bidder provided.

Responses to Bidders’ questions due

[DATE]

We will attempt to answer questions received
after this date but cannot guarantee a timely
response.

Bidders’ responses due

[DATE]

Send the following to the Bid Manager:

[DATE]

Soft copy via email
x number of hard copies
x number of DVDs or CDs
Phase 1 evaluation completed

[DATE]

Phase 2 Short list bidder round
Follow-up questions are issued

[DATE]

Reference Visits

[DATE]

Bidders' responses due

[DATE]

Bid team selects the short list of Bidders who will
advance to Phase 2.

Phase 2 evaluation completed

[DATE]

Contract negotiations and final award.

Phase 3 Bid award
Implementation

Analysis of detailed Bidder responses,
comparison of location-level pricing, and on-site
presentations.

[DATE]

Implementation immediately follows contract
award.

*Bidders must adhere to these timelines. Failure to do so may result in disqualification from the bid process.

3.3 Legal Terms and Conditions
3.3.1 Contractual Authority
The issuing company warrants that it has the authority to enter into any contract that is awarded from this RFP on behalf of
its subsidiaries (as defined in Corporations Law) and affiliates. Same company enters into such a contract on its own behalf
and as the agent of these subsidiaries and affiliates. Contracts arising from this RFP will be between the issuing company
and the selected Service Provider.

3.3.2 General Conditions of Contract
This RFP is not an offer to contract. Acceptance of a response neither commits the issuing company to award a contract to a
Bidder nor limits the issuing company's right to competitively bid or negotiate in its best interest.
Each proposal submitted by a Bidder shall constitute an offer to supply in accordance with this RFP.
The issuing company's award decisions will be based on multiple factors including but not limited to bid quality, overall cost
effectiveness, SLAs, service implementation lead times, or other factors that the company may deem relevant. The issuing
company reserves the right to contract with Bidders for reasons other than lowest price.
Proposals shall remain open and valid for acceptance by the issuing company for 360 days after the RFP closing date.

3.3.3 Contract Length and Effective Date of Pricing
Length of contract award:
Optional extension of award:

Vendor and Product Information
Response
Ref #

VP-001

Criteria
Product and Service History
Describe the history of your IT service Management
tool offerings, including:

VP-001.1 Initial release date
VP-001.2 Current version number
VP-001.3 Development history
Describe your product road map and strategy for the
VP-002
next three years.
Describe third-party software packages that are
required for your IT service management tool to
function correctly (for example, application servers,
VP-003
Web servers, business intelligence (BI), databases,
agents or clients for backup, or software distribution
and security.
Describe your upgrade methodology, including the
tracking system, not only to report on the status of
VP-004
the upgrade, but also to record problems and bugs.

VP-005

Provide a list of any user groups, social-networking
sites or public discussion areas relating to your
product or service offerings.

If SaaS model, do you have any pre-scheduled
maintenance windows? and describe extent of
VP-006
impact -- e.g., application totally / partially
unavailable.
VP-006.1 If so, provide business hours:
VP-006.2 Availability
VP-006.3 Maintenance window schedule
Describe extent of impact -- e.g., application totally /
VP-006.4 partially unavailable

<Vendor Name>
Vendor Comments

VP-007

How often do you produce a major software release?

Are these included in the licensing for annual
VP-007.1 maintenance?
VP-008

VP-009

How often do you produce a maintenance (bug fix)
release?
Product Capabilities — Beyond Requested Scope
Describe any other product capabilities and functions
that may be of interest or value to the IT service
management project.

Vendor Product, Maintenance, & Support
Pricing Requirements Response
Ref #

<Vendor Name>

Criteria

Vendor Comments

Vendor Product, Maintenance, & Support Pricing
PS-001

Describe your pricing model. For example, for
traditional licensing models, this might include an
initial fee, per seat fee, and maintenance fees and
terms.
PS-001.1 List all modules and their list prices
PS-001.2 List all role based license types and their prices
PS-001.3 Initial server fee pricing
PS-001.4 Any fixed and floating licenses
PS-001.5 List typical installation and configuration charges
PS-002

Describe your suite bundling options versus standalone modules.

PS-003

Do you extend terms and discounts negotiated to
future purchases for a defined period of time?

PS-004

Do you extend any discounts to non-profit
organizations or GSA?

PS-005

Describe additional costs for disaster recovery,
staging or testing environments.

PS-006

Describe any special licensing required for
administrators.

PS-007

Describe the costs for any APIs or integration engines
to meet integration requirements listed in the
functional requirements section.

PS-008

Describe the cost per end-user for the ability to use
self-service or knowledge base.

PS-009

Do you offer subscription-based pricing (such as a
SaaS or on-demand model)?

PS-010

PS-011

Describe your pricing structure for SaaS or ondemand models. For example, is the billing per user
per month?
Describe the ability to move to and from SaaS and onpremises licensing.

PS-012

Are published price lists publicly available on your
website?

PS-013

Are discounted price lists available on the site?

PS-014

Describe your pricing for the most-basic maintenance
package, and summarize the services, deliverables
and terms included (for example, bug fixes, patches,
service packs and associated services).

PS-015

Initial server fee pricing

PS-016

Do you price maintenance as a percentage of total
discounted license purchases (as opposed to basing
it on the list price)?
Do you offer caps on year-over-year increases in
maintenance fees?

PS-017

PS-018

Do you provide for a source code escrow account that
an organization can access in case a company is
acquired or a product is discontinued?

PS-019

What percentage of your customers are on
maintenance contracts? Detail the average duration
of these contracts and the average renewal rate.

PS-020
PS-021

Licenses
Do you have a "named" or "concurrent" user license
model? Provide details
What is the recommended ratio of users to
Concurrent licenses? What is this based on? Provide
details.

PS-022
PS-022.1
PS-022.2
PS-023
PS-023.1
PS-023.2
PS-023.3
PS-024

PS-025
PS-026
PS-027

PS-028

What are your production server licensing
requirements?
Selfhost?
Saas?
Do you provide a test and/or dev environment as
well?
Is this included in the base server licensing costs?
Self-host?
Saas?
Does your solution have a hard "lock out" if
concurrent licenses are exceeded? Is there a grace
threshold? For example, ten percent?
Do you have a minimum number of licenses?
Do you have a minimum increment in licenses
additions?
Does a licenses include access to all installed
modules? Or are the modules licensed separately?

Describe what type of licensing is required for a nonIT business executive to access realtime dashboards
in the tool?
PS-029
Do you have an enterprise licensing model? If yes, at
what point is it economically better to have an
enterprise licensing model?
Training, Services and Support
PS-030
Describe your professional services during
implementation (asset management, service-level
management and service catalog); includes
workshops, best practices and documentation.
PS-031
Describe your administration training (describe
options and provide costs).
PS-032
Describe your seat holder training (describe options
and provide costs).
PS-033
Describe any other miscellaneous costs to implement
solution not already listed above to meet
requirements.
PS-034
Describe the available support options. Include a
description of the support center, staffing levels, and
escalation procedures.
PS-034.1 Describe the support Center

PS-034.2 Describe staffing levels
PS-034.3 Describe escalation procedures
PS-035
Do you offer 24x7 technical support? If not, what are your
support windows?
PS-036
Describe your average turn-around times for support
issues in your customer support organization over
the past 12 months?
PS-036.1 What is the average telephone wait time for support
calls in your customer support organization over the
past 12 months?
PS-037
Describe the use of internet based support of the
solution including knowledgebases and technician
access (online chat)
PS-038
Describe both online and in person Training options
(e.g. on-demand CBT)
PS-039
Are there training videos provided? What is the
medium?
PS-040
What is the Vendor's expection for customer's
technical resources to be able to support this? (e.g.
Java Scripting)

Company and Technical Functional
Requirements Response
Ref #

Criteria
Installation and Upgrade

TR-001

Describe how customization of your software affects product
support/maintenance agreements

TR-002

Describe the ability of the solution to carry forward, to new
releases, the modifications and customizations created within
the supported elements of the package

TR-003

Describe your recommendations standard schedule for new
software version releases?

TR-004

Describe how software maintenance is applied (full product
upgrade, partial product replacement, or patches)

TR-005

Describe how the customer is notified of an upgrade/update?

TR-006

Describe the delivery mechanism of an upgrade/update (CD,
FTP)?

TR-007

Describe any issues with support agreements if an
upgrade/update not performed?

TR-008

Describe how customers input is incorporated into your next
release upgrade?
Integration Requirements

TR-009

Ability to integrate with third-party tools?

TR-010

TR-011

TR-012

Describe how your solution would integrates.

Describe how your solution can be integrated in a portal
environment.
Describe the process and/or migration tools available to load
content from legacy systems

<Vendor Name>
Comments

TR-013

Describe any hosting options you offer; hosted by vendor or
third party. If applicable, explain how solution may be
migrated from a hosted to in-house environment. Explain your
recommended solution.

TR-014

Clearly identify if any of the solutions you are proposing rely
on plug-ins, third party software. Do all the functional
components exist within an integrated product suite sharing a
unified user interface?

TR-015

Describe the technical requirements for importing and
exporting content. Describe any challenges due to size, type
of format, limited functionality, etc.

TR-016

Describe additional functionality that is planned for your
solution. If any of the functionality is key to our solution, we
will require a release schedule during our evaluation process.

TR-017

Describe the application development tools, programming
languages and application programming interfaces (APIs)
that enable users to develop and customize their applications.
Describe any Web Service interfaces you offer from your
tools. What percentage of overall functionality accesible via
your API is also available via the Web Services interface?

TR-018

TR-019

Does your solution support IVR integration? Provide a
summary of your capabilities.

TR-020

Can your solution create a request via IVR? Update status
with IVR?

TR-021

Can a technician update the status of a request via mobile
PDA or iPhone? Can they add comments?

TR-022

Can your solution automatically create an incident via an
inbound email? If so, what are the requirements?

TR-023

If the email contains images (e.g., bmp, jpg or gif screen
shots), can it be saved within the incident? If yes, provide
details including where it's saved and how to open it, etc.

TR-024

Can a technician acknowledge a service request assignment
via email?

TR-025

Will your solution auto-populate user detail into request based
on sender's email address?

TR-026

Does your system support sending ad-hoc emails? Are the
emails kept within the request history?

TR-027

Can the "Reply To" and "Sent From" email address of system
generated emails be configured?

TR-028

Can emails sent via the system be acknowledge via email
and the history stored within the request?

TR-029

Does your solution support sending SMS text messages?
Provide details.

TR-030

Does your solution support acknowledgements via text
messages?
How does your solution notify power users of major events?
Scrolling banner on main page? Global billboard?

TR-031
TR-032

Ability to send an ad hoc email to a predefined email
distribution group if there is a major outage?

TR-033

Has your solution been integrated with Active Directory?
Provide details.

TR-034

Has your solution been integrated with Microsoft
Outlook/Exchange? Provide details.

TR-035

Has your solution been integrated with Instant Messenger?
Provide details.

TR-036

Describe any software dependencies the recommended
solution requires to operate

TR-037

Describe the different file formats your application allows for
data import or export (delimited text, csv, xml)

TR-038

Describe the proposed solution's ability to support enterprise
application integration

TR-039
Describe the use of web services to interface with the solution
TR-040

Describe the use of message services (including version) and
any proprietary extensions, specifically JMS, IBM MQ, Oracle
AQ and Microsoft MSMQ

TR-041

Describe the solutions support of CTI integration with PBX
systems

TR-042

Describe the ability to accept incoming alerts from other
monitoring systems. (i.e. SCOM, Solarwinds, etc)
Platform Support

TR-043

Describe you solutions different hosting options [SAAS
(dedicated hosting, Virtual Hosting,…), On Site Hosting]

TR-044

Describe the architecture and languages or tools used for the
development of your proposed solution.
Describe the server platforms supported — for example,
database management systems, server operating systems,
Web servers and application servers.

TR-045
TR-046

Describe the client platforms supported

TR-046.1 Describe the operating systems supported
List minimum hardware requirements of both computer and
TR-046.2
any peripherals.
Describe the industry standards with which your product is
compliant — for example, XML, WebDAV, SOAP, BPEL and
TR-047
JSR 170.
Storage and Archiving
Describe the capabilities surrounding archived content. Can
the user search, report, retrieve, etc. archived content
TR-048
directly?
Explain your solution's archiving strategy. Can data be
archived in a separate database or portion of a database.
TR-049
(Relates to "expired" items that need to be retained for a
certain amount of time. See Issue ID7)
TR-050

Is historical/archived information purging supported? Explain.
Security
Describe how content security is implemented.
TR-051
TR-051.1 Explain how security rights are assigned and modified.
Can we configure different levels of access for different
TR-051.2
needs?
Describe the capabilities for group creation and rights
TR-052
assignment, if any, for user groups, individual roles.

TR-053
TR-054
TR-055
TR-056
TR-057
TR-058

Describe and list the levels of permission needed for security
access. Access granted to outside vendors/agencies, field
offices, partner countries, users, approvers, administrators.
Ability to support encryption and SSL
Ability to capture audit trails of access and changes made to
the application
Ability to restrict viewing of certain data fields based on login
role
Provides security controls for data protection; meets
standards for regulatory requirements, such as HIPAA
Ability to configure account expiration information and
session timeouts after a predetermined amount of inactivity

Ability to support single sign-on
Ability to audit logs and report on user account activity, rights
TR-060
and privileges
SaaS: Describe measures taken to ensure the confidentiality
of data stored at vendor sites, including any audit
TR-061
certifications achieved by vendor.
Provide details on how tool enables confidential tickets to be
segregated (e.g., for HIPAA requirements, FERPA
TR-062
requirements, etc).
Describe how tool can be used simultaneously by IT units
with different customers, services and processes. Can they
TR-063
interact and share tickets and processes when necessary?
Describe.
Describe how the tool manages and stores authentication for
TR-064
users.
Describe your system security strategy including virus
TR-065
protection,
TR-065.1 Unauthorized access
TR-065.2 Service attacks
Describe how your recommendation operates in an N_Tier
TR-066
firewall environment?
Describe the communication ports and protocols your
TR-067
recommendation requires?
Describe how your recommendation provides security event
TR-068
logging?
TR-059

TR-069
TR-070
TR-071
TR-072
TR-073

TR-074

TR-075
TR-076

TR-077

TR-078
TR-079
TR-080
TR-081
TR-082

Describe the Identity Management Systems (IMS) the
solution utilizes
Describe the directory services you support including
Lightweight Directory Access Protocol (LDAP)
Describe how audit records are maintained, secured and
archived within the system?
Describe how your solution supports role based access
control for application functions?
SaaS: Please describe your security practices regarding
security incident management and data compromise/breach
notification procedures.
SaaS: Please describe your security practices regarding
human resource controls (i.e non-disclosure agreements,
separation of duties, etc) and data access, usage, and
ownership.
Please describe your security practices regarding secure
application development.
Please describe your recommendations ability to
control/enforce password complexity requirements (i.e.
length, expiration, complexity, max failed attempts, etc)
System Administration
Describe any client applications that must be installed. What
are the applets used for and what is their approximately
footprint?
Describe the system requirements for your application,
database and other required server components
Is your solution OLAP/ODBC compliant?
Describe your multiple language capabilities. Are the
administrator modules as well as the user modules available
in multiple languages? If so, please list.
Describe your backup and recovery processes and tools.
What are the minimum and optimal bandwidth requirements?

What tools are available in your application for traffic
balancing,
TR-083.1 upload/download optimization
TR-083.2 Network segmentation by format type
TR-083.3 Can routing be optimized based on format type?
TR-083

TR-084
TR-084.1
TR-084.2
TR-084.3
TR-084.4
TR-085
TR-086
TR-087
TR-088
TR-089
TR-090

TR-091
TR-092
TR-093
TR-093.1
TR-093.2
TR-093.3
TR-094
TR-095
TR-096
TR-096.1
TR-096.2
TR-096.3
TR-097
TR-098

Describe the administration capabilities of the product — for
example, database administration,
User and group administration
Backup and recovery
cache management
Web recovery
Describe how Moves, Adds and Changes are managed in the
recommendation.
Describe the user configurable parts of your recommendation
Does your recommendation support SNMP (simple network
management protocol) traps?
Describe the ability to encorporate application failover to a
secondary system if there is an outage
Describe your recommendation method for data backup and
restore?
Describe the user-configurable components for your solution
General
Describe ability of the administration to globally control the
user's home screen
Describe features and functionality of the administrator of the
proposed application
Describe out of the box various access via multiple methods:
web
email
self service
hand held devices
Describe the process of adding customizable forms with a
custom workflow
List supported browsers and browser versions.
Describe ability to meet backup, restore, high-availability and
disaster recovery requirements
restore requirements
High availability requirements
Disaster recovery requirements
Describe how your solution can support Compassions Global
geography (e.g. USA, Africa, Asia, etc)
Ability to support Unicode and multiple language support

TR-099

TR-100

TR-101

Ability for the tool to provide multitenancy technology to reach
across business units, regions and languages with a single,
unified solution
Please provide any document and diagram describing logical
architecture of application proposed. Please name all
components such as workflow, transaction and reporting and
interfaces between components.
For each logical component, please provide a description
containing following information; name, purpose, technology,
and any additional and relevant characteristics

TR-104
TR-105

Saas: Describe how local processing can continue if network
connectivity to the vendor site fails.
SaaS: Describe connectivity options to vendor site.
Workflow
Ability to author workflow templates by authorized users.
Ability to edit workflow templates by authorized users.

TR-106

Ability to author workflows that take action based on any
object or data element in the system.

TR-107

Ability for workflows to execute task assignment actions in the
system based on business rules and roles.

TR-108

Ability for workflows to execute approval request actions in
the system based on business rules and roles.

TR-109

Ability for workflows to execute actions based on responses
to approval requests based on business rules and roles.

TR-110

Ability to maunually override workflows mid-stream.

TR-111

Ability to assign a task directly to a individual.

TR-112

Ability to assign a task to a group queue.

TR-113

Ability to automatically escalate an Incident or Service
Request based on data associated with them (i.e. customer
profile --Executives = VIP status).

TR-102
TR-103

TR-114

TR-115

TR-116

Ability to support automatic assignment of a record by:
• Categorization/Type
• Status
• Severity, SLA and/or Priority
• Date and Time (Calendar Routing)
• Agent/Analyst Skills
Ability to support automatic escalation of a record by:
• Categorization/Type
• Status
• Severity, SLA and/or Priority
• Date and Time (Calendar Routing)
• Agent/Analyst Skills
Ability to support both functional and hierarchical escalation.

TR-117

Ability to edit and display workflows graphically.

TR-118

Ability for tasks to be assigned and managed sequentially or
in parallel.

TR-119

Ability to provide workflow visualtzation to depict status of
tickets.

TR-120

Ability to customize workflows globally.

TR-121

Ability to customize workflows per each service provider unit.
(e.g. HR, IT, etc.)

General Functional Requirements
Response
Ref #

G-001

G-002

G-003

G-004
G-005

G-006

G-007

Criteria
General
Solution includes integrated CMDB (Configuration
Management Database) for managing key ITIL
functions and processes: IT Service Desk,
Incident, Problem, Change, Release,
Configuration, Service Level, and Financial
Management
Tool provides the ability to segregate tickets based
on security and compliance requirements (HIPAA,
FERPA, security incident information, etc.).
The solution supports ITSM process workflow
between solutions users including routing of
request, electronic request approvals by actionable
e-mail, etc.
The solution supports ITIL Version 2 and Version 3
frameworks including terms and definitions
The solution supports a web-based client for user
and administrative functions.
Ability to provide industry and ITIL best-practice
processes, categorization and templates
embedded in tool
The soution provides Search capabilities in all
ITSM processes - adhoc queries, save queries,
user queries, role-based queries, shared/public
queries
General

G-008

Ability to configure the graphical user interface by
using drag and drop for windows and fields

G-009

Ability for the solution to provide simple, Webbased graphical user interface

<Vendor Name>
Vendor
Response

Comments

G-010

G-011
G-012
G-013

Ability of the solution to enable rapid deployment of
new users and administration of existing users
Ability to configure the graphical user interface
based on individual, group or role-based
preferences (colors, layout, etc.)
Ability to support object-specific pop-up menus in
the graphical user interface
Ability to support hot topic or news flash window
within the graphical user interface

Total Score
# Criteria
Average General Requirements Score

0
13
#DIV/0!

Request Fulfillment Functional Requirement
Response
Req #
RF-001
RF-002
RF-003

RF-004
RF-005
RF-006
RF-007
RF-008
RF-009
RF-010
RF-011
RF-012
RF-013

RF-014
RF-015

Criteria
Request Fulfillment
Ability to Log and edit a Service Request
Ability to generate different workflows (with different
subtasks) for different types of requests.
Allow for the automatic sending, receiving and logging of
approvals for requests. These approvals can come from
business users as well as those inside IT. The tool shall
provide for manual overide of automation.
Ability to provide automated status updates to requestors
when a request reaches specific points in the workflow.
Ability to provide email notification of request completion to
request owners and fulfillers.
Ability to provide access to online service catalogs when
creating request.
Ability to Interface with Procurement and IT Financial
Systems
Ability to limit viewing,creating and editing requests only to
authorized requestors
Ability to provide Frequently Asked Questions support
capability for requestors.
Ability to categorize and prioritize requests.
Ability to submit attachments as part of a service request and
they are stored with service request.
Ability for customers to cancel service requests through the
self-service portal.
Ability for support staff to make private notes on
incident/service request records which are not viewable by
customers.
Ability to monitor and cancel service requests that are no
longer necessary.
Ability to automate request routing for appropriate
authorizations (e.g.: Financial, security, etc.).

<Vendor Name>
Vendor
Response

Vendor
Comments

RF-016
RF-017

RF-018
RF-019

Ability to support a multifunction service request process
(example: IT, HR, Facilities)
Ability to route and assign service request records to predefined support staff or groups including IT, HR, Procurement
or other business functions.
Ability to match new requests against existing requests.
Ability to automate the recording, reporting and billing of the
ongoing costs of request management against particular cost
centers or accounts.
Total Score
# Criteria
Average Request Fulfillment Score

0
19
#DIV/0!

Incident

Incident Management Functional
Requirement Response
Vendor
Ref #

IM-001

Criteria

Response

Incident Process
The solution supports the creation, modification,
resolution and closure OR cancellation of incident
records.

IM-002

The solution supports the ability to automatically
generate a unique case number to each request

IM-003

Capability to link Incidents to Problem Records,
Knowledge Base, known workarounds and RFCs

IM-004
IM-005
IM-006
IM-007
IM-008
IM-009

IM-010

IM-011

Ability to link to the Configuration Management
database or Configuration Management data
Ability to notify incident owners when the
associated problem is resolved
Capability for storing historical incident data and
other Incident related information including an
audit log with updates and resolutions
Ability to store and maintain alerting distribution
lists based on Incident types
Flexible support for desired Incident classification
and logging schemas.
Flexible search capabilities for incident matching
and trending.
Ability to support highly flexible routing of
incidents based on available resources located
across multiple sites and other factors, such as
time of day, tiered service values, etc.
Ability of the tool to facilitate the automatic
prioritization, assignment and escalation of
Incidents based on the record categorization.

GARTNER LEADER'S TOOLKIT

26

Incident

IM-012

IM-013

IM-014

IM-015
IM-016
IM-017
IM-018
IM-019
IM-020
IM-021

IM-022

The solution supports the ability to automate
incident models and workflow based on record
classification.
Ability to support hierarchical escalation, either
manually or via business rules, upon incident
status change, priority change and/or servicelevel clock expiration.
Ability to integrate with event and alert monitoring
tools, and allow for automatic creation, update
and closure of tickets from these tools
Ability to input free text, screen captures, and file
attachments for the recording of incident
descriptions and resolution activities.
Ability to associate of incident records to user and
customer data.
Ability to use configurable closure categorization
codes upon incident closure.
Ability to use knowledge and/or support scripts for
incident diagnosis and resolution.
Ability to assign tasks to outside agencies (e.g.,
Hardware or Software service provider).
Ability to manage and maintain multiple
assignments for each open Incident.
Ability to create an RFC or problem from an
incident with automatic population of fields.
Ability to allow for multiple types of alerts (via
pager and e-mail), including deadline alerts,
excessive reassignment alerts and inactivity
alerts.

IM-023

Ability to manage and link incident records to
multiple SLAs and tiers of service based on IT
customer groups or associated lines of business.

IM-024

The ability for hierarchical notification about
incidents that exceed or will soon exceed
Priority/SLA parameters.


27

Incident

IM-025
IM-026
IM-027
IM-028
IM-029
IM-030
IM-031
IM-032
IM-033
IM-034
IM-035
IM-036
IM-037

IM-038
IM-039

The ability to collect feedback (satisfation survey)
upon the close of an incident.
The ability to initiate a ticket on behalf of someone
else - list the requestor as different than the
author.
The ability to put incidents on hold so time does
not count against SLA.
Ability to differentiate between an incident and a
service request.
Ability to see Countdown time left on response
time (associated with priority or SLA)
Resolved tickets will automatically trigger an email
to the user
Customer can choose to receive an email any
time their ticket is updated.
Automated ticket closure at a predetermined
number of business days after a ticket enters
resolved status
Ability to reactivate incident in resolved status
Ability to limit ticket owners
Resume work date required prior to putting ticket
in waiting (hold) status
Ticket priority automatically determined by impact
and urgency
Ability to link to SLAs for alerting and so that
impact can be assessed if a service is performing
below agreed upon levels.
Ability to set up a trigger for existing
documentation to facilitate first contact resolution
based on product or service entered
Ability to link into phone system to pop customer
screen based on caller ID
Total Score
# Criteria
Average Incident Process Score


0
39
#DIV/0!

28

Incident


29

Incident

<Vendor Name>
Vendor
Comments


30

Incident


31

Incident


32

Incident


33

Problem Management Functional Requirement
Response
Ref #

Criteria
Problem Process
Ability to provide configurable problem process and
PM-001
categorization templates
Ability to provide standard required problem record data fields
PM-002
PM-003
PM-004
PM-005
PM-006
PM-007
PM-008

PM-009

PM-010
PM-011
PM-012
PM-013
PM-014

Provide problem process templates based on industry best
practices and/or ITIL
Ability to prevent closure of a problem before all assignments
have been resolved
Ability to automatically update status or close all related
incidents to a problem upon updating of status or closure of
the problem
Ability to integrate problem management with incident and
change management
Ability to automate opening of a problem record from an
incident record based on business rules and SLAs
Ability to integrate with event and alert monitoring tools, and
allow for automatic creation, update and closure of tickets
from these tools
Ability to provide for documenting and managing knowledge
artifacts pertaining to problem and error control (e.g., data
entry point for knowledge management databases, posting of
FAQs)
Ability to view impacted CIs from within a problem record, and
to view upstream and downstream affected CIs and IT
services through a visual depiction
Ability to track the total amount of time the problem was
worked on and how long it was open
Ability to link problems/known error records to a CI, group of
CIs or a service
Ability to assign impact and urgency codes to problem
records
The ability for authorized users to create new problem
records, and enforce data rules and required fields.

<Vendor Name>
Vendor
Response

Vendor
Comments

The ability of differentiating between problems and known
PM-015 errors.
The ability of assigning tasks to individuals to be
accomplished within a specified time frame. The tool shall
PM-016 notify the assignee of the task and due date and the
associated Problem record.
The ability to make problem and known error details available
PM-017 to Incident Management for use in matching, troubleshooting
and resolution.
The ability to integrate with Incident Management allowing for
the linking of Incident records to Problem records in order to
PM-018 provide full visibility into incidents caused by problems and
the impact of problems to the business users.
The ability to integrate with Change Management allowing for
the linking of Problem records to Change records in order to
PM-019
provide full visibility into problems caused by changes and
changes that are input to resolve problems.
The ability to integrate with Configuration Management
allowing for the linking of Problem records to CI records in
PM-020 order to to make CI information readily available to assist in
the classification and prioritization of problems and to allow
visibility into problems associated with arecords toof CIs.
The ability to route and assign problem CI or set pre-defined
PM-021
support staff or groups
The ability to present historical data on problems and known
PM-022 errors for use by support staff during the investigation
process
The ability to support free text, screen captures, and file
PM-023 attachments for the recording of problem descriptions and
resolution activities
The ability for the problem management team to
communicate status and progress reports, as well as
PM-024
temporary solutions and workarounds to the Service Desk
staff
The ability to increase/decrease the severity or impact
classification of a problem according to the number of
PM-025
associated incidents and/or the number of end users affected

PM-026

The ability to create, maintain and monitor a knowledgebase

PM-027 The ability to link with third party knowledge bases
The ability to report on the number of proposed solutions,
PM-028 most used solutions, and least used solutions in the
knowledgebase
The ability to publish FAQ’s and supporting reference
PM-029 documents within the knowledgebase that is accessible by
end-users
The ability to use solutions developed in response to past
PM-030
incidents to create new knowledge base entries
PM-031 Ability to develop templates for recurring problems
The ability to search for known solutions,work around and
PM-032
known errors based on the description of the problem
The ability to track multiple tasks and assignments with a
PM-033
problem
PM-034 The ability to document root cause analysis
Total Score
# Criteria
Average Problem Process Score

0
34
#DIV/0!

Change Management Functional Requirement
Response
Ref #
CM-001
CM-002
CM-003
CM-004
CM-005
CM-006

CM-007

CM-008

CM-009
CM-010
CM-011
CM-012
CM-013

Criteria
Change Process
Ability to provide configurable change process and
categorization templates
Provide templated workflow best practices and/or ITIL for
emergency, normal and preapproved change
Provide basic required change record data fields
Ability to document back-out procedures, installation and
turnover documents within the RFC
Ability to relate post implementation incidents and problems
resulting from an implemented change
Ability to create subactivities or task records for a specific
change record, for separate assignment to an individual,
group or vendor
Ability to calculate an objective risk assessment considering
business impact, affected application/business services
criticality, collision, historical change information, and
compliance with maintenance windows and black-out periods
Ability to provide proactive notification to stakeholders and
change advisory board (CAB ) members for changes with
critical business impact, collisions and compliancy issues
Ability to provide role-based approval, retracting or
rescheduling of RFCs
Ability to support release and deployment management as
part of the change process
Ability to automatically create a change request for
unauthorized changes to CIs
Ability to integrate forward schedule of changes (FSC) with
Microsoft Exchange calendaring system
Ability to automatically produce the change schedule (FSC) in
an HTML format that can be published to a Web server

<Vendor Name>
Vendor
Response

Vendor
Comments

CM-014
CM-015
CM-016
CM-017

CM-018

CM-019
CM-020
CM-021
CM-022
CM-023
CM-024
CM-025
CM-026
CM-027
CM-028

Ability to provide a change calendar with scheduled change
viewing by group, and to customize the sorting and filtering of
calendar views
Ability to allow for scheduling of recurring events, such as
certain types of maintenance
Ability to support maintenance, release and moratoriums
(locked status) for freeze windows
Ability to easily identify the affected CIs whenever a change is
made to a particular CI
Ability to automatically generate risk and impact analysis of
multiple RFCs, and provide visual depictions of upstream and
downstream CIs that can be navigated in a configuration
management database (CMDB)
Ability to support a "virtual" CAB (i.e., approvals/issues
submitted and stored electronically)
Ability to select and create "preapproved changes" from a list
of predefined templates with prepopulated content, such as
categorization, text, etc.
Ability to promote one or more RFC(s) to a release, with
corresponding notifications
Provide change workflow feeds into release workflow
Ability to open an RFC against an incident/problem/known
error record, and automatic population of the RFC
Ability to reference Change Model that clearly depicts the
requirements and activities associated with the change
Ability to reference change policy and bylaws which reflect
managements expectations and intentions
Automated notification of RFC's to appropriate person(s)
when change is updated, status change, etc.
Predetermined fields will be auto-populated when a standard
change # from the library is entered. Manual entry for certain
fields will be permitted.
Ability to verify and select pre-approved changes from a
viewable library

CM-029

Ability to edit RFC's based on roles and change status

CM-030

Ability to easily reschedule changes and identify scheduling
conflicts

CM-031

Automated Approval workflow - 1. Ability to automatically
send approval requests 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

CM-032

Ability to customize Change Dashboard by person, group,
customer

CM-033

CM-034

CM-035
CM-036
CM-037
CM-038
CM-039
CM-040
CM-041
CM-042
CM-043
CM-044
CM-045
CM-046
CM-047
CM-048

Ability to have multiple approvers and electronic routing of
those approvals
The ability to send approval requests several times and to
store multiple instances of approvals. The ability to reset
approval status, resend approval requests and history logged
of approval requests.
Ability to set response thresholds for automated approval
process
Upon submission, a requestor has the ability to view available
release windows from FSC
Ability for automated notifications sent at the scheduled start
time to the activity assignee to remind them of the change.
Ability to send notifications upon implementation for each
open assignment.
Capability to link RFC's to projects
Ability to progress requests through the appropriate stages of
authorization and implementation and to maintain clear
records of this progress
Automatic warnings of any RFC's that exceed pre-specified
time periods during any stage (OLA)
Automatic prompting to carry out reviews of implemented
changes
Automatic notices sent out for past due scheduled changes.
Automatic notification will be sent to the specified stakeholder
for any change based on results
Ability to provide automated repeatable metrics
Ability to provide real-time dashboards
Native integration with Incident Management
Native integration with Problem Management

CM-049
CM-050
CM-051
CM-052
CM-053
CM-054
CM-055
CM-056
CM-057
CM-058

Native integration with Configuration Management
Native integration with Release Management
Native integration with Service Level Management
Ability to use different process flows according to urgency
Ability to clone change records
Ability to restrict desired deployment dates during RFC
submission based on minimum lead times
The ability to enter of free form text, screen captures, and file
attachments as well as the use of codes for recording of
change requests
The ability to monitor and track the lifecycle of a Change
request
The ability to communicate information of changes and
schedules that can be distributed to the key groups such as
the Service Desk and user groups
The ability to support time and cost tracking for project based
activities as well as service event based activities
Total Score
# Criteria
Average Change Process Score

0
58
#DIV/0!

Service Catalog Functional Requirement
Response
Ref #

SC-001
SC-002

SC-003
SC-004
SC-005
SC-006
SC-007
SC-008
SC-009
SC-010
SC-011
SC-012

SC-013
SC-014
SC-015

Criteria
Service Catalog
Ability to provide a single source of consistent information on
all production services.
Ability for the Service Catalog to be widely available to those
who are approved to access it.
Ability to have different views of the Service Catalog, such as
Technical Service Catalog and Business Service Catalog
Ability to publish services with associated features, benefits,
service levels, pricing/costing, components.
Ability to support a structured content framework (services,
subservices, etc).
Ability to organize services into logical groupings or
hierarchical structures.
Ability to assemble services into customer and business
revelant packages.
Ability to support different service levels for the same service
(e.g., bronze, silver, gold levels).
Ability to have prepackaged Service Catalog content out of
the box.
Ability to have configurable service definition templates out of
the box.
Ability to quickly find services via a search engine.
Ability to handle different service states (for example,
services in design versus services in production).
Ability to provide user training information regarding the
Service Catalog (for example: access instructions, navigating
the service catalog instructions).
Ability to automatically create and track Service Requests
through the Service Catalog.
Ability to support distributed, role based Service Catalog
management.

<Vendor Name>
Vendor
Response

Vendor
Comments

SC-016

SC-017
SC-018
SC-019
SC-020
SC-021
SC-022

SC-023

SC-024

SC-025

SC-026

Ability to create and publish service offerings with
descriptions, service levels, available service bundles, and
pricing related to service levels.
Ability create and publish Service Components that may
include both Professional Services and Technical Services.
Ability to customize service definition templates and prepackaged Service Catalog content.
Ability to support a multifunction service catalog (example: IT,
HR, Facilities, Procurement)
Ability for service catalog to provide attractive web interface
for users that is easy to use to request services.
Ability for service catalog to contain security features that
allow users to only see what is available to them.
Ability for the Service Catalog to integrate with the
Configuration Management Database.
Ability for non-IT based people to create service definitions,
design service workflow and easily publish these services into
the 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
The ability to measure service quality and timeliness against
defined benchmarks and/or metric guidelines. (SLA, OLA and
UC tracking and reporting)
Discovery capabilities for service dependencies highlighting
potential impact if a service is added, modified or deleted
Total Score
# Criteria
Average Service Catalog Process Score

0
26
#DIV/0!

Service Level Management Functional
Ref #
SL-001

SL-002

SL-003

SL-004

SL-005
SL-006

SL-007
SL-008
SL-009
SL-010

SL-011

SL-012

SL-013

Criteria
Service Level Mangagement Process
Ability to store SLA, OLAs and Underpinning contracts.
Ability to store Service Level Management information (SLA's,
OLA's, UC's, reports) in CMDB as structured data .
Ability to support multiple SLA structures such as master
agreements with extensions or addendums for specific
business units.
Ability to link SLAs to business units or departments, so that
impact can be assessed if a service is performing below
agreed upon levels.
Ability to maintain historical data and information on services.
This includes SLA/OLA result data for each service.
Ability to provide on-line display of services and their quality
status.
Ability to create dashboards or scorecards that communicate
to Service owners any issues and/or failures.
Ability to create dashboards that provide drill-down capability
to other components.
Ability to build workflows that allow for the building, agreeing
on, approval of and maintenance of SLA/OLAs.
Ability to integrate with project management systems,
financial systems and billing systems.
Ability to support the management, development, and review
of Service Level Agreements, Operating Level Agreements,
and Underpinning Contracts
Ability to store business process schedules in a central
calendar to facilitate the management of Service Level
Agreements.
Ability to verify the consistency of SLA's in their relationships
to the Supplier Contracts and Operating Level Agreements.

<Vendor Name>
Vendor
Response

Vendor
Comments

SL-014
SL-015

SL-016

SL-017
SL-018
SL-019
SL-020
SL-021

SL-022
SL-023
SL-024
SL-025
SL-026
SL-027
SL-028
SL-029
SL-030
SL-031

Ability to automate the management of service level targets in
terms of automated business rules, alerts, escalations and
notifications.
Ability to provide a dashboard view to appropriate SLAs in
order to measure request fulfillment against targets.
Ability to organize services into logical groupings or
hierarchical structures that can be used to assemble services
in business-relevant packages or offerings
Ability to create and publish Service Components that may
include both Professional Services and Technical Services
The solution provides customizable service definition
templates and pre-packaged Service Catalog content
Ability to support a multifunction service catalog (example: IT,
HR, Facilities, Procurement)
Ability to publish different support levels for the same service
Ability to incorporate a search engine to facilitate locating
service information
Ability to utilize a central area for IT employees to publish
service related information including outages and other
issues.
Ability to provide severity definitions for SLA's.
Ability to associate individual with contracts and services
(SLM)
Ability to manage and monitor OLA's and supplier
performance metrics in Underpinning contracts (UC's)
Ability to handle multiple contract types and contracts per
customer
Ability to handle priority definitions and action times different
for each customer
Ability to automate service availability and performance
thresholds monitoring against defined SLA's
Ability to schedule SLA/OLA/UC review cycles and renewals
Ability to report on SLA achievements vs. SLA targets.
Ability to auto verify that SLA targets are supported by OLA
and UC targets
Total Score
# Criteria

0
31

Average Service Level Management Process Score

#DIV/0!

Configuration Management Functional
REF #

CO-001
CO-002
CO-003
CO-004
CO-005
CO-006
CO-007
CO-008

CO-009

CO-010

CO-011

CO-012

CO-013
CO-014

CO-015
CO-016
CO-017
CO-018

Criteria
Configuration Process
Ability to add or delete Configuration Item (CI) Types and
their corresponding fields. No programming skills shall be
required to add a CI Type or its corresponding fields.
Ability to add custom fields to the CI Type.
Ability to display CI fields based on a CI Type.
Ability to register new CIs (including fill in all field values) by
designated users.
Ability to enforce data validation rules on field values on
registration of any new CI.
Ability to edit any existing CI field values by authorized users.
Ability to allow deletion of CIs only by authorized users.
Integrates with Incident Management allowing for the linking
of Incident records to CI records and to make CI information
readily available to assist in the classification and prioritization
of incidents.
Integrates with Problem Management allowing for the linking
of Problem records to CI records and to make CI information
readily available to assist in the classification and prioritization
of problems.
Integrates with Change Management allowing for the linking
of Change records to CI records and to make CI information
readily available to assist in assessing the impact of changes.
Integrates with Release Management allowing for the display
and reporting of imapcted CIs via their link to changes
associated with a Release.
Integrates with Service Level Management allowing for the
linking of Services to CI records and to make CI information
readily available to assist in determining the "technology
footprint" of a service.
Integrates with Request Fulfillment allowing for the linking of
service requests to CI records.
Integrates with Capacity Management allowing for CI
information that is readily available regarding capacity status
and metrics.
Integrates with Availability Management allowing for CI
information that is readily available regarding availability
status and metrics.
Integrates with Service Catalog to provide CI information as it
relates to service offerings.
KnowledgeIntegrates with Knowledge Management allowing
for the linking of knowledge to CI records.
Ability to interface with all internal MDRs (i.e. SCOM) allowing
the tool to compare authorized configurations with the actual
configurations stored in the MDRs.

Vendor
Response

CO-019
CO-020
CO-021
CO-022
CO-023
CO-024
CO-025
CO-026
CO-027
CO-028
CO-029
CO-030
CO-031
CO-032
CO-033
CO-034
CO-035
CO-036
CO-037
CO-038

CO-039
CO-040
CO-041
CO-042
CO-043
CO-044
CO-045
CO-046

Ability to create automated alerts to various people or
systems when a CI is found to be in an unauthroized state.
Ability to provide predefined CI relationship templates.
Ability to define the dependency relationship between CIs in
both directions using custom terminology if desired. (i.e.
hosted on, hosts)
Ability to provide a graphical representation of the
dependencies between CIs.
Ability to provide different levels of access to configuration
information based on roles.
Ability to assign maintenance windows to any CIs.
Ability to reconcile CI maintenance windows to SLA
maintenance windows.
Ability to "freeze" a CI so that it cannot have an RFC logged
against it at all.
Ability to auto discover CIs in the environment.
Ability to do automated dependency mapping.
Ability to set automatic workflow triggers based on CI attribute
values.
Ability to maintain an audit trail of changes made to a CI
attribute over time.
Ability to search for a CI by any CI field.
Ability to perform ad hoc/general queries
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
Ability to record a wide variety of contracts and licensing
agreements by attaching them to import software audit
Multiple Software Audit options – records.
information from FrontRange– save time Microsoft SMS &
Bulk import of licensing data Discovery, with simultaneous
uploading of multiple licensing Models – from off-the-shelf
Support for Multiple Licensing records
application through to company-wide and version
Ability to perform software license management including
automated notification of license experiation and noncompliance and reporting, tracking and auditing.
Ability to track the physical location of contracts and
agreements, and identify the individuals responsible for them
Ability to group an individual customer's/user’s CIs and
services to provide cost information
Ability to manage leases, depreciation schedules, warranties,
and service provider contracts.
Ability to track both fixed and variable costs of CIs.
Ability to support a web-based front end.
Ability to support both flexible data import/export, and simple
points of integration for associated tools.
Ability to interface with Inventory Control tools to automate
gathering of asset and inventory information.
Ability to interface with and make use of barcode scanners
Total Score
# Criteria
Average Configuration Management Process Score

0
46
#DIV/0!

IT Service Desk Software RFP Template

Knowledge Management Functional
Ref #

KM-001
KM-002

KM-003

Criteria
Knowledge Process
Ability to provide knowledge management capabilities by
floating the most relevant hits to the top, in order of closest
match to search
Ease of administering the weighting and relevancy scores
associated with knowledge articles
Ability to launch fast knowledge searches using the
categorization (or partial categorization) selections as key
value search parameters
Ability to create a knowledge article via a fill-in-the-blank form

KM-004
KM-005

KM-006
KM-007

KM-008
KM-009

KM-010

KM-011

KM-012
KM-013

Ability to automatically populate a knowledge article into an
incident
Ability to support role-based knowledge items (i.e., a technical
role can access either technical-facing or customer-facing
articles)
The ability to automatically create knowledge management
entries from incident, problem and change modules
Ability to manage full life cycle of knowledge articles through
administration capabilities (e.g., submission, editing, review,
approval, publishing, usage monitoring, etc.)
Ability for tool's knowledge management database to search
other knowledge bases in environment
Ability to have a rich-text editor (RTE) that supports links
within documents, document-to-document links and attaching
images to documents
Ability to provide automated administration (ease of adding,
editing and maintaining the data, and ability for end-user
submission to require review/approval prior to posting)
Ability to have a defined workflow process for reviewing and
approving pending knowledge articles that can be displayed
graphically
Ability to make certain fields in the knowledge article template
mandatory

<Vendor Name>
Vendor
Response

Vendor
Comments

KM-014

Ability to embed Web links, images and objects into
knowledge articles (e.g., screenshots, etc.)
Ability to support a variety of search methodologies, including
metadata, fuzzy searching, hierarchical/drill-downs, crossreferences, attribute queries, category, Web and file system
external library searches, and to utilize natural language and
proper stemming, and Boolean search methodology

KM-015
KM-016
KM-017

Ability to allow user feedback to rate/score content for
usefulness related to the inquiry
Ability to provide knowledge-centered support (KCS)
standards and guidelines
Total Score
# Criteria
Average Knowledge Management Process Score

0
17
#DIV/0!

Release Management Functional Requirement
Response
Ref #

RM-001
RM-002
RM-003
RM-004
RM-005
RM-006
RM-007
RM-008
RM-009
RM-010
RM-011
RM-012
RM-013

RM-014
RM-015
RM-016
RM-017

RM-018

Criteria
Release Process
Ability to log a Release so that changes can be identified and
related to the release.
Ability to capture the release date and time, and who will be
implementing.
Ability to attach and store documentation with the Release
record. link resources/approvers to releases.
Ability to
Ability to display impacted CIs (information which is derived
from the related change records).
Ability to assign tasks to individuals to be accomplished within
a specified time frame.
Ability to notify the assignee of the task and due date and the
associated Release.
Ability to change status of release and linked changes.
Ability to change status of release documentation.
Ability to change status of release approvals.
Ability to automatically send approval requests to the
appropriate approvers
Ability to alert release manager when approvals are past due.
Ability to be automatically notified when the status of a
change associated with a release changes status.
Ability to automatically approve releases when all approvals
are returned approved, and communicate with appropriate
parties regarding the approval.
Ability to store approver comments with the approval, and
store approval history for a Release.
Ability to configure an acceptable date range for approval for
each release.
Ability to manually kick off approval process or override
approval workflow.
Ability to create a realtime dashboard that allows the Release
manager or any other approved user to quickly ascertain
details on release management in one location.

<Vendor Name>
Vendor
Response

Vendor
Comments

RM-019

RM-020
RM-021
RM-022
RM-023
RM-024
RM-025
RM-026
RM-027
RM-028
RM-029
RM-030
RM-031
RM-032
RM-033
RM-034

RM-035

RM-036
RM-037
RM-038

Ability to search all releases by any release data attribute
captured by the tool.
Ability to integrate with Problem Management allowing for the
linking of Problem and Known Error records to Release
records.
Ability to define Release Windows (show conflicts that impact
when Releases can be scheduled).
Ability to create and publish a Master Release Schedule.
Ability to associate the Master Release Schedule with the
Service Level Agreement information.
Ability to integrate with Change Management allowing for the
linking of Release records to Change records.
Ability to have full visibility into which changes are associated
with which releases.
Ability to support full lifecycle of release management.
Ability to validate required information from the CMDB for
release build and deployment activities.
Ability to support the establishment and governance of
release readiness criteria.
Ability to incorporate or integrate with a Definitive Media
Library.
Ability to support workflow integration with a DML to support
release deployment and provisioning. activities
Ability to build, bundle and schedule different types of release
packages for deployment.
Ability to identify and control a release package.
Ability to authorize and schedule release deployments in
conjunction with Change Management. processes
Ability to version release components and packages.
Ability to ensure that release deployments are subject to
scheduling and approval requirements managed by the
change management process.
Ability to automatically flag for update CMDB Configuration
Items prior to or following an approved release.
Ability to support varying Release models such as large-scale
or phased deployments.
Ability to integrate with the CMDB to support the association
of release records to CI records.

RM-039
RM-040
RM-041
RM-042
RM-043

Ability to support the logical association between changes
and releases.
Ability to assign tasks to pools of resources.
Ability to trace implementation to the authorized version in the
DML.
Ability to verify license and warranty information.
Ability to trace and track post deployment activities.
Total Score
# Criteria
Average Release Process Score

0
43
#DIV/0!

Capacity and Availability Management
Functional Requirement Response
Ref #
CA-001

CA-002
CA-003

CA-004

CA-005

CA-006

CA-007
CA-008

CA-009

CA-010

CA-011

Criteria
Capacity Management
The solution facilitates the collection of data to measure
capacity and performance levels of IT components from
various domains/platforms used as part of an IT system
The solution facilitates the monitoring of CI performance and
usage levels against customer defined thresholds
The solution is able to control the frequency and format of the
monitoring activities, discarding non-relevant periods such as
weekends or non-business hours.
The solution performs trend analysis by providing access to
historic and time-based capacity and performance data
Availability Management

<Vendor Name>
Vendor
Response

The solution will support the aggregation of availability data
from multiple systems for service availability reporting
The solution will monitor and calculate the end-to-end IT
Service Availability as perceived by the customer of the
Service
The solution can perform historical analysis and reporting on
availability data
The solution will integrate with event, discovery and
provisioning tools to monitor various levels of the IT
environment
The solution supports the monitoring of established
thresholds and can initiate alerts (i.e.: Paging, email, digital
bulletin board, etc.) if availability thresholds are exceeded
The solution supports the ability to track the number of enduser productivity hours lost (Lost User Hours) for each
Availability event
The solution provides functions for tracking Availability and
Continuity exercise schedule and status
Total Score

0

Vendor
Comments

# Criteria
Average Capacity & Availability Reporting Score

11
#DIV/0!

<Vendor Name>

Reporting Functional Requirement Response
Ref #
FM-001
FM-002

Criteria
Financial
The ability to record activities and time spent
The tool has the ability to invoice based on time accounting

FM-003

The tool is able to inegrate with Finance tools for purchasing,
accounts payable, and accounts receivable/billing functions

FM-004

Ability to support a varity of cost/time allocation methods (i.e.,
per project, service contract, request)
Describe how tool facilitates detailed price/cost modeling, to
determine the cost until structures for each Service: Interfacre
to General Ledger accounts for cost centers. Different cost
models based on varying service levels for the services
published in the Service Catalog. For example: Gold, Silver,
Bronse. Describe tracking and monitoring cost details;
hierarchical service based costing model; allocation of service
costs to one more business units based on related service
consumption.
Total Score
# Criteria
Average Financial Reporting Score

Vendor
Response

FM-005

0
5
#DIV/0!

Vendor
Comments

<Vendor Name>

PPM Functional Requirement Response
Ref #
PM-001

Criteria
Reporting
Ability to support requesting and managing project inventory

PM-002
PM-003

Ability to track service orders placed with vendors
Ability to navigate quickly to project WBS (work breakdown
structure), change, risk, issues and communications content

PM-004

Ability to easily modify/undo, re-baseline WBS and/or project
resoures
Ability to drag and drop WBS scheduliing to allow analysis,
"what if" scenarios
Ability to link schedule dependencies
No limitations to size of WBS
Ability to use sub-task and "To do list" levels in WBS
Ability to choose and change time parameters easily
Ability to manage content around project risk, changes,
issues and stakeholder communication and decisions
Ability to track workflow as information is updated by different
sources
Financial view includes both external direct costs and internal
labor costs
Financial view able to capture and lock-in initial budget
Ability to rebaseline financials without losing initial budget
data
Ease of exporting and printing time tracking information to
validate contractor time data and invoices
Ability to auto approve time for team members
Ability to assign and commit resources fully to a project over
time
Ability to establish team assignments based on dates and
time allotments to get work done
Ability to assign drop in resources that don’t know when they
are needed but can allot their time when they do support the
project

PM-005
PM-006
PM-007
PM-008
PM-009
PM-010
PM-011
PM-012
PM-013
PM-014
PM-015
PM-016
PM-017
PM-018
PM-019

Vendor
Response

Vendor
Comments

PM-020
PM-021
PM-022
PM-023
PM-024
PM-025

PM-026
PM-027

PM-028
PM-029
PM-030
PM-031
PM-032
PM-033
PM-034

Ability to designate low priority projects that do not need to
follow timeline
Simplicity in creating, updating and choosing WBS templates
for various project types
Ability to associate requirements to key projects deliverables
Ability to manage milestones
Ability to link projects to a service, product or asset
TCO (total cost of ownership) for a project rolls up to TCO for
product/service/asset and can be viewed for any given
amount of time
Ability to see impacts and dependencies of projects across
the portfolio of product/services/assets
Ability to connect releases/incidents/changes/configuration
items to a project
Ability to associate and report on projects relationship to
corporate strategic goals and objectives
Dashboard for project status for time, budget and scope
Custom reports with detail, flags, notes, risks, issues
Reports with original baseline and all rebaselines
Ability to create macro trend reports across projects
Ability to run historical reports across staff, resources,
projects and portfolios
Ability to access raw data for further analysis
Total Score
# Criteria
Average Project Management Score

0
34
#DIV/0!

<Vendor Name>

Self-Service Functional Requirement Response
Ref #

SS-001

SS-002
SS-003
SS-004

SS-005

SS-006
SS-007

Criteria
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
Ability to provide an end-user interface through which
employees can order standardized goods and services from
various groups (e.g. HR, IT)
Ability for the end user to search knowledge base for solution
via keyword, Boolean operators and full-text search
Ability to provide a "suggestion box" for soliciting feedback on
process and interface
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
Ability to provide a list of "top 10" common FAQs searched,
with automated updates based on update rules
Ability to develop, deliver and manage surveys of end users

SS-008 Ability to integrate chat to support self-service usage
SS-009 Ability to brand self-service portal
Availability of a bulletin board frame function for current major
SS-010 problems, such as outages and scheduled downtimes (e.g.
PSA)
Total Score
# Criteria
Average Self-Service Score

Vendor
Response

0
10
#DIV/0!

Vendor
Comments

<Vendor Name>

Reporting Functional Requirement Response
Ref #
RE-001
RE-002
RE-003

Criteria
Reporting
Ability to easily construct queries and reports from any
combination of database fields including meta data.
Ability for users and administrators to use drag and drop
methods to create their own custom reports.
Ability to create custom ad-hoc parameters on reports (e.g.,
report is called and prompts user to enter query parameter
values instead of hard-coding those values in the query).
Should be easy for a non-technical person.

RE-004

Provides predefined reports for users and administrators. (if
provided, please list the reports in the comments section)

RE-005

Ability to easily export reports and report data for
consumption outside the system. (i.e. PDF, xls)

RE-006

Ability to provide "drill down" capabilities on reports and
dashboards.

RE-007

Ability to integrate with external data sources.

RE-008

Ability to surface reports to SharePoint 2010.

RE-009

Ability to support business analytics (business intelligence
tools)
Ability to restrict access to reports by role.

RE-010
RE-011
RE-012
RE-013

Ability to have scheduled reports which are sent
automatically to subscribers.
Ability to provide ad hoc reporting for all modules.
Ability for data for dropdown lists to be changed to an
"inactive" flag/status and still be available for historical
reporting purposes.

Vendor
Response

Vendor
Comments

RE-014

Ability to provide real-time reporting via graphical and
configurable dashboards

RE-015

Ability to support a real-time dashboard display for each
process that is customizable based on individual, role or
informational needs.

RE-016

Ability for dashboards to be accessed via a web browser.

RE-017

Ability for dashboards to be accessed via a mobile device.
(iphone, ipad, droid)
Describe your solutions ability to report on balance
scorecard metrics

RE-018
RE-019
RE-020

Provides industry standard reporting engine.
Ability to report trending specific to each ITIL process.
(Incident Management, Problem Management, Change
Management, etc.)

RE-021

Ability to report on usage by end user, location department,
region, etc.
Ability to report incidents by priority, categorization, servicelevel adherence, technician and CI

RE-022
RE-023

Ability to run incident age report

RE-024

Ability to report incidents linked to problem records

RE-025

Ability to report CIs impacted by an incident

RE-026

Ability to report time spent and materials used by incidents

RE-027

Ability to report first-contact resolution rate

RE-028

Ability to report mean time to resolution

RE-029

Ability to perform trend analysis of tickets

RE-030

Ability to report on the business impact of failed changes

RE-031

Ability to report on change blackout dates and times
resulting in change freeze.
Total Score
# Criteria
Average Self-Service Score

0
31
#DIV/0!

IT Service Desk Software RFP Template

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