How To Run A Business From A Desktop Computer
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1 MobileWare RFP Template Draft Version 1.a Marketing Demo available? Downloadable? o How limited/locked? Hosted? o Standard demo on website o Customized demo / webinar? User perceptions of: o Responsiveness? o Intuitiveness? o Elegance? Free pilot program available? Restrictions? Distribution Sold direct by Mfg? Sold through reseller channel? Hardware Requirements Servers? O/S Platforms o Unix? Solaris AIX HP-UX o Microsoft Windows Server 2000 Server 2003 Vista o Linux? o Apple OS/X / Xserve? Dedicated Server Required for Mobileware? Support for installation as disk image / virtual machine? Networks Types o iden o GPRS/GSM o CDPT/TDMA o CDMA and higher Does middleware Mfg. certify compatibility with the above Network Types o Is such certification or lack thereof clearly stated? 2006 Mikael Blaisdell & Associates, Inc. Page 1 of 7 Pages
2 Handheld devices Blackberry Treo Apple iphone Mobile phone browsers PPC PDAs and phones Symbol barcode reader Smart Client Support Windows 2000/XP/Tablet Blackberry J2ME Palm Treo PalmOS Windows Mobile PPC Generic html browser client support Which mobile devices/browsers? Is WAP required? Handheld device interface Standard device profiles, supplied with product Custom integration project Background smart client-server interface? Definition? Provisions made for new devices/variations? Software Requirements Operating Systems? Database systems? 3 rd party software components Partnerships Carriers Sprint Nextel Verizon Cingular T-Mobile Canadian carriers? European carriers? Asian carriers? Application Mfgs BMC Remedy FrontRange Solutions Authorized Solution Provider? Certifications? ITIL compliant / Pink Elephant? SOX? HIPAA? 2006 Mikael Blaisdell & Associates, Inc. Page 2 of 7 Pages
3 Application System Compatibility Help Desk Applications (Call-trackers) Remedy o IT Service Mgmt System Version 5.6 Version 6.0 Version 7.0 o AR System Version 5.x Version 6.0 o Asset Mgmt o Change Mgmt o HelpDesk (Problems & Incidents) Heat o Version 2.0 o Version 8.x o ITSM CA Unicenter (Computer Associates) HP-Peregrine HP Openview Siebel Onyx Oracle Axios Systems Salesforce SalesLogix Cognos Pivotal Other Help Desk App (Call-tracker) Interface type Standard adapter module Custom integration project Enabled Functionality Supported Applications Help Desk o Different products for different end-user profiles? Internal IT Desk-side support? Field Service Outsourced IT i.e. End-customer-facing support, where SLA performance affects top line revenue Asset Mgmt o Warehouse asset mgmt (Dedicated asset mgmt employee) o Integrated or IT asset mgmt, where asset mgmt is a small part of the agent s job; typically for break/fix support people who also do asset mgmt on each call. Change Mgmt 2006 Mikael Blaisdell & Associates, Inc. Page 3 of 7 Pages
4 Help Desk Capabilities Receive Alerts? Device Personalization o General Can be customized for the group? Inherent, or does such require programming? Can individuals personalize their own appearance/functionality within the group? Inherent, or does such require programming? o Specific Change alerts rules Change ticket rules Working with cases o Receive New Case o Accept new case o Read Existing Case o Update Existing Case Add a journal entry Change status Change assignment o Create new case? Search Tickets? Data filters? (Ticket rules) Remedy Active Links-compatible? o How implemented? Field validation Dependent menus Data manipulation Macros Extended Application Support? o Example? Definition? Working with customers o Auto-dial customer phone numbers from case record Asset Mgmt Capabilities Create new asset record? Asset verification & tracking? Change Mgmt Capabilities Receive change requests Accept change requests Reassign change requests Review/Create work log entries Review/Add/Edit Change Request Tasks Change Status/Close Change Requests Localization Support for languages other than English? 2006 Mikael Blaisdell & Associates, Inc. Page 4 of 7 Pages
5 Handheld Operability Functional without coverage? o Local storage of case data on device? Download/Upload mode o Foreground o Background Multiple applications open/usable? o E.g. Help desk ticket open, and able to check asset tag at same time? Make application look like Remedy user? Automatic application discovery? Integrated alert client? Security o Logical login (Definition?) o Client-side application locking o VPN? o HTTPS? o SSL? User Perceptions: o GUI? o Responsiveness? o Intuitiveness o Elegance? Implementation/Integration Customization Customizable fields? o Configurable o Codable Professional Services Available From Mfg. Available From 3 rd party integrators Average time to implement Fees for integrators SDK available to enable creation of adapters? Relationships with Wireless Mfgs/carriers? Rim? Palm? Symbol? Prebuilt applications as templates? 2006 Mikael Blaisdell & Associates, Inc. Page 5 of 7 Pages
6 Training Offered by: Mfg only? Reseller only? Mfg or Reseller? Admin training Time to competency? Train the Trainer? Time to competency? User Training Time to competency? Cost of Training? Support Offered by: Mfg only? Reseller only? Mfg or Reseller? Access methods Phone? Self-service Web o Access to Mfg support application? o Access to Mfg knowledgebase? o Auto-logging as new case into support application? On-site? Other? Support Plans? Bundled? Tiered? Contract? o Premium: 24X7? o Other levels? Per-incident? Revision level coverage Customer must keep up with current Rev levels? If not, how many levels are supported? 2006 Mikael Blaisdell & Associates, Inc. Page 6 of 7 Pages
7 Upgrades / Scalability Application Upgradeability ITSM 5.5 to 6.0 / 7.0 (Remedy) Do upgrades preserve existing application and configuration? New versions of Mobilware product? Adding users? Method? Performance Maximum number of concurrent users? Load distribution strategy? Please identify all Pricing License fees Per Seat? o Fixed? o Floating licenses? Per Server? Support Fees? Included? Extra? Please describe: Licensing model Perpetual licensing; On premised Subscription / Hosted o Annual contract required. Duration? o Month to month 2006 Mikael Blaisdell & Associates, Inc. Page 7 of 7 Pages
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