ITSM Tool Specification Overview

Transcription

1 IT Tool pecification Overview Purpose The purpose of this document is to set the vision for the IT tool and to act as the specification used to shortlist potential tools. ithin ICT at the Authority we are aware that there is a growing need to ensure the services we offer are focused on the customer and delivering value to the business. As the service desk is at the forefront of the customer and the service interface, it is imperative that it has the correct processes and procedures in place to benefit the service consumer. Background A service desk provides a single point of contact between the customer and the service. This is the same for both our internal support services and those services we provide to strategic partners / external customers. Previously, the service desk was provided by our incumbent outsourced IT services provider and simply recorded issues as they arose and passed onto technical teams. Due to the organisation's maturing needs and the advent of bringing the majority of ICT services in house, the requirements for the service desk have changed and need to support a much broader range of activities which our current software is not capable fulfilling. ITIL The service desk is at the centre of the majority of the IT service management (IT) activities as described in the V3 ITIL best practice. The Information Technology Infrastructure Library (ITIL) is a widely adopted, comprehensive framework providing best practice guidance on the provision of IT. ICT uses ITIL as a method of reviewing, defining and improving their IT processes. Implementing a new service desk toolset that provides the ability to support these ITIL processes is a vital part of delivering the in house provision of ICT services and benefits that ITIL based processes can offer. The benefits of ITIL are well established but a summary of the major benefits of the core processes to be implemented are listed below: Incident anagement Improved ownership and management of incidents Elimination of lost incidents and requests Faster responses to major incidents Leads to reduced impact of incidents by timely resolution, thereby increasing effectiveness

2 Improved availability of management information related to incidents Improved first time fix rate of incidents through better access to known error and workaround information Problem anagement Reduction in number of incidents through pro active problem management, leading to improved service quality Long term reduction in number of problems and errors Knowledge anagement Improved access to information for both end users and IT staff leading to faster resolution of incidents and reduction in number of incidents and requests logged, due to self help. Better communication of service interruptions through use of web portal, reduces calls to service desk, so making better use of IT resources, and improving end user perception. Configuration anagement Provides accurate information on all assets and component parts of IT services Facilitating adherence to legal obligations, such as software licensing, so avoiding penalties or fines for illegal use of assets Helps with financial and expenditure planning, by making it easy to plan for licensing fees, maintenance contracts and renewal dates. Improved security by controlling versions of IT assets and software, by making it more difficult for these to be changed either accidentally or maliciously. Change anagement Increased visibility and communications of changes, to both business and IT staff Improved risk assessment Reduction in impact of changes on the quality of services, leading to less service outage and a reduction in number of incidents Enhanced perception of IT by the end user/customer through an improved quality of service Release anagement Greater success rate of software and hardware releases Fewer and better planned releases, leading to reduction in service outage Consistency in Release process leading to better control and ability to roll out changes more rapidly ervice Level anagement IT ervices designed to meet customer s ervice Level Requirements leading to improved relationship with satisfied customer Improved visibility of performance targets and responsibilities Improved service monitoring identifying areas of weakness that can be improved, or where customer/user training is required Provides method of demonstrating what value customers are receiving for their money

3 User Profiles and Interaction with IT Tool User groups: Authority customers (end users) Authority ICT users (support / resolver [power] users) Authority ICT system administrators (IT tool administrators) Authority enior anagement Dashboard Viewers (Execs & Heads Of Departments) ICT delivery partners (3 rd party support ie. cisys, 2e2) 3 rd Party customers (NH / EA etc.) External elf Help Portal EB BROER Internal 3 rd Party Customers (NH / EA etc.) Automated Logging / Updates EAIL Authority Customers (End Users) 3 rd Party Business Partners (Groundsure / NLI etc.) ICT / CC taff (Power Users) ICT Delivery Partners (cisys, BT etc.) I Real Time Reports DAHBOARD Authority enior anagement (ELT / T) CC / ICT Helpdesk taff TELEPHONE ICT ystem Administrators Diagram showing user groups and their interaction with the various IT tool interfaces

4 Product Principles Interface Clear, flexible and intuitive interface ust be easy to use with the ability to customise the layout for the individual user s requirements. Dashboard A dashboard view for instant monitoring and reporting of relevant data and ticket alerts. eb Based Having a web based solution reduces the complexity of having to install client software on each machine. ust support multiple browsers. Configuration of existing fields The ability to customise existing fields and statuses. Custom fields The ability to add your own custom fields and set rules. elf service portal A web based portal for users to submit tickets, add updates and check the progress of their call. Could also be used to provide access to a knowledgebase and service announcements. Preferably linked to a ervice Catalogue. Hosting Hosted on premise or site The Authority is agnostic as to whether the service is provided as aa or on site and so will explore the options provided from vendors. Licensing Again, agnostic as to whether we own licences or if provided as aa. Reporting tandard Reports Built in reporting engine with selection of standard reports. Custom Reports Ability to easily create custom reports. atisfaction urvey Customisable survey with ability to request survey on call closure for random selection of calls. Release / Upgrade trategy Although the Authority appreciate this may be driven by the choice of hosting methods, we would like to know the typical release / upgrae schedule of the IT product igration of Data Existing tickets At go live all existing change / incident tickets on the Authority systems will be closed and users notified that they must re log if still required. Asset information This requires importing by the Authority from the existing systems and will be done by in house teams User Community Forums is there a user community that we can join and participate in to share experiences and discuss matters Configuration inimum consultancy / configuration A system which can be initially configured and thereafter maintained with minimal consultancy is preferable in order to reduce costs and reduce the reliance on 3rd parties to make system changes.

5 Reference Accounts The Authority would like to be supplied with at least one reference account of an organisation which is of a similar size. Product Requirements Requirement Description Importance ITIL Processes Incident anagement Handling of incident tickets from logging through to resolution Problem anagement (including KEDB) Handling of problem tickets underlying causes of faults and Change anagement records of these in the Known Error DB Handling of change tickets, approval mechanism and implementation plans Knowledge Base Tool to have usable K function for support reference CDB / CI tracking In built capability to manage / track assets and link to Request Fulfilment ervice Catalogue / Portfolio anagement KB article review / expiry dates Ticket / Request Handling echanism for approving change requests at line manger level Technical / approval of change requests Automated s for ticket status updates Event based notifications for LA clocks and ticket updates ultiple ticket resolution groups Facility to upload / attach screenshots, extra information etc. Ability to pass between resolver teams ulti Customer capability to allow differentiation of tickets from different Business / business Unit Link Tickets (including different types ie. Change, Problem, Incident) Automatic incident logging from Quick Ticket templates for logging of most frequent issues Auto Expiration / Deletion of attachments Pre programmed templates for ticket logging incidents and users ystem handles requests for standard equipment, purchase of licences etc. (ie. Information requests, advice, standard changes) Ability to manage / maintain the ICT ervice Catalogue from within the tool K system has expiry / review dates for all Knowledge Base articles to prompt for review User s departmental level approval by their manager Relevant ICT authorisation of change within ICT (power users) notifications of key stages in ticket lifecycle, ie. any major updates In application and / or notifications to alert when updates are received for tickets or at pre defined times in the LA timeline ultiple groups / ticket stacks for different resolver groups to use in managing their queue Tool requires ability for any users to attach documents when logging / updating tickets for screenshots etc. ystem functionality to allow moving tickets between resolver groups for further work etc. Ability to log tickets on the system for a third party customer, different business unit or partner organisation Ability to link tickets in the system so that relevant tickets can be associated with each other (ie. a change related to fixing an incident) input into system automatically creates an incident when in pre defined format Tool has ability to quickly log tickets or particular types which are logged frequently by using pre completed templates After a pre defined time (ie. 6months) any attachments to resolved tickets are automatically deleted to save space Tool comes with pre prepared ticket logging templates to save configuration time / effort

6 Auto Password Reset Users given ability to reset/change their Active Directory passwords using reset forms incident auto logged Tickets are auto allocated with suggested resolver groups based on logging details Automatic / Intelligent Routing of tickets, dependent on CI types and priority Accessibility / Reporting eb Portal for Users to log and check Ability to access from the internet a web portal which can be progress on tickets used to log tickets and check progress eb portal functionality to allow 3 rd party ICT Delivery partners can access web portal to update tickets support partners access etc. In built reporting / export functionality Ability to generate reports and export data is included Accessibility on mobile devices ie. martphone applications / interfaces to allow access to the Blackberry / Android / iphone system Dashboard Views Graphical reports which give at a glance view on service etc. Pro Active User Information displayed on Ability to output information regarding incidents / outages etc. portal / ticker / intranet onto a web page or internet portal for the tool User authentication via AD If tool is installed on premise, use of the Active Directory in place to authenticate users on the tool Customer atisfaction survey Built In mechanism for compiling and reporting on Custat Integration / Compatibility integration Full integration with , allowing sending of notification indows XP / indows 7 compatible s etc. oftware / Tool client for users must work on indows XP and indows 7 O Internet Explorer v8 compatible Any browser based elements must work with IE8 Integration with other helpdesk tools of Tool integrates to the extent that tickets can be handed between systems and other functions such as LA clocks are partners eg. Cherwell used by one of synchronised our ICT partners Integration with remote support tools ie. LogeIn / VNC or products own toolset ystem monitoring integration LA / OLA anagement Custom LA levels, per service or customer VIP allocation for limited number of users ervice Level Information Review Dates Contract anagement and L isc Extensibility to allow use as a Business ervice Desk Asset anagement Financial Info CI Relationships to Outage / Change Impact IT tool integrates with support tools that facilitate with remote support, viewing to remote user device etc.) Tool integrates completely with a monitoring application and can auto log tickets related to system events Ability to configure custom LA s for different services / customers Functionality to flag a number as users as VIP and thus raise ticket profile or implement different LA s Configurable reminders to alert ervice anagement function when an LA is due for review with the customer Details of contracts logged in the tool and associated LA s to allocate to a service / product in the ervice Catalogue Tool to be suitable for use by other BU s for logging / tracking customer requests etc. Tool has the ability to contain financial information for assets, ie. purchase value, depreciation, compound asset value (including add ons such as RA / disks) Understand how a change to a CI will impact service and other CI s if a change is made or failure of a specific CI or service occurs Authority branding of tool IT tool carries Coal Authority logo / branding etc. Real time chat / I with support analyst End User system / web portal has ability to chat real time with oftware / License audit capabilities = ust Have; = hould Have; = ould Like service desk analyst Product has the ability to run discovery tool(s) on assets to interrogate and report on installed versions of software