ITSM RFP Product Evaluation Functional Questions

Product Evaluation - Functional

Number Area Question 1.3.1. Availability Describe your product's ability to facilitate Availability Management. 1. Management 1.3.1. Capacity Describe your product's ability to facilitate Capacity Management. 2. Management 1.3.1. Change How does your Change Management module support workflows? 3. Management 1.3.1. Change How would your Change Management module support multiple and 4. Management distinct groups of approvers possibly following multiple change processing paths? 1.3.1. Change How does your product facilitate emergency changes? 5. Management 1.3.1. Change Tell us how your product identifies RFCs containing duplicate requests. 6. Management 1.3.1. Change How does your product allow the definition of dependencies between 7. Management change requests? 1.3.1. Change Describe your product's ability to send change notifications to staff 8. Management outside the change process. 1.3.1. Change Describe your product's ability to facilitate Change Management. 9. Management 1.3.1. Event Describe your product's ability to facilitate Event Management. 10. Management 1.3.1. Financial Describe your product's ability to facilitate Financial Management. 11. Management 1.3.1. Financial Describe how your product facilitates Vendor Management. 12. Management 1.3.1. Financial Describe how your product facilitates Contract Management. 13. Management 1.3.1. Financial Describe your product's ability to integrate with vendors' product 14. Management catalogs. 1.3.1. Financial Describe your product's ability to track and manage purchases. 15. Management 1.3.1. Financial Describe your product's integration between Financial and Asset 16. Management Management. 1.3.1. General What process areas support prioritization within your product? 17. 1.3.1. General Does your product support rich text editing of text fields? 18. 1.3.1. General Can images/screenshots be inserted inline in text boxes? 19. 1.3.1. General Does your product support the ability to add attachments? 1.3.1. General Can users drag and drop attachments? 21. 1.3.1. General Describe your products reporting capabilities. 22. 1.3.1. General Describe how users are able to create ad-hoc reports. 23. 1.3.1. General How can role based access be applied to reporting? 24. 1.3.1. General Describe report scheduling and automation. 25. 1.3.1. General Describe your products dashboard capabilities. 26. 1.3.1. General Can users customize their own dashboards? If so, please describe. 27. 1.3.1. General Please include a sample dashboard. 28. 1.3.1. General Describe the workflow capabilities of your product. 29. 1.3.1. General Describe how users create workflows in your product. 30. 1.3.1. General What chat facilities does your product offer for end user support? 31. 1.3.1. General Is chat communication captured? If so, please describe. 32. 1.3.1. General What chat facilities does your product offer for internal use? 33. 1.3.1. General Describe your product’s ability to customize forms and templates and for 34. which ITIL processes they are available. 1.3.1. General What capabilities does your product have to send communications to any 35. user or group and have the message and response tracked in the product? 1.3.1. General Do you have an integrated ITIL and ITSM process modeling technology 36. available? If so, please describe. 1.3.1. General Provide information describing current plans for continuing to develop 37. proposed product line, including a product roadmap. Discuss the alignment of these plans with the direction of the industry. Also provide information detailing the Vendor’s participation in the development of industry standards and intent to comply with such standards 1.3.1. General Describe the training programs and tools available for your product. 38. 1.3.1. General Is your product certified for ITIL compliance by Pink Elephant or another 39. certification agency? If so, list processes certified. 1.3.1. Incident and How does your product offer ticket prioritization based on impact / Problem urgency matrix? Management 1.3.1. Incident and Can the priority matrix be configured for different units / support groups? 41. Problem If so, please describe. Management 1.3.1. Incident and How does your solution offer integration for remote control support? 42. Problem Management 1.3.1. Incident and Describe your products ability to link and/or merge tickets. 43. Problem Management 1.3.1. Incident and How is Knowledge Management integrated with Incident Management in 44. Problem your tool? Management 1.3.1. Incident and Describe your product’s ability to conduct user surveys. How are they 45. Problem customizable? Management 1.3.1. Incident and Describe how your product handles tasks within Incident Management 46. Problem and Request Fulfillment. What is the functionality of tasks inside an Management incident or request? 1.3.1. Incident and Describe your product's ability to facilitate Incident Management. 47. Problem Management 1.3.1. Incident and Describe your product's ability to facilitate Problem Management. 48. Problem Management 1.3.1. Knowledge Describe your products Knowledge Management Solution. 49. Management 1.3.1. Knowledge How does your product support multiple knowledge bases, both internal 50. Management and public facing? 1.3.1. Knowledge Describe how your product utilizes roles and permissions in knowledge 51. Management management. 1.3.1. Knowledge How does your knowledge Management support versioning? 52. Management 1.3.1. Knowledge Describe your product’s ability to facilitate a full Service Knowledge 53. Management Management System (SKMS) as defined by ITIL. 1.3.1. Knowledge Describe how the SKMS within your product supports process areas and 54. Management functions within the software. Examples include Capacity Management, Availability Management, Configuration Management, etc. 1.3.1. Knowledge Please list all of the areas the SKMS in your product supports. 55. Management 1.3.1. Project and Describe your product's ability to facilitate Project and Portfolio 56. Portfolio Management. Management 1.3.1. Release Describe the relationship between Change Management and Release Management Management within the product. 1.3.1. Release Describe your product's ability to facilitate Release Management. 58. Management 1.3.1. Request How does your product support triggering a service request based on a 59. Fulfillment calendar? 1.3.1. Request Describe how your product's self-service portal provides a ‘shopping cart’ 60. Fulfillment approach to ordering services. 1.3.1. Request Describe your product's ability to facilitate Request Fulfillment. 61. Fulfillment 1.3.1. Service Asset Please describe your CMDB in detail and what ITIL processes it supports. 62. and Configuration Management 1.3.1. Service Asset Describe your product's ability to track and display relationships between 63. and configuration items. Configuration Management 1.3.1. Service Asset Describe your product's Asset Management component, including update 64. and configuration items based on changes. Configuration Management 1.3.1. Service Asset Describe how your Asset and Configuration Management components tie 65. and in with your Incident and Problem Management components, as well as Configuration the ability to report on historical issues. Management 1.3.1. Service Asset How does your product support the ability to track purchase dates, 66. and warranties, lifecycles and other factors for purposes of forecasting and Configuration the ability to report on this data? Management 1.3.1. Service Asset Describe your product’s ability to support barcode readers and how it can 67. and relate to incident and configuration items. Configuration Management 1.3.1. Service Asset Describe your product's ability to auto discover assets (both using an 68. and agent and agentless). Configuration Management 1.3.1. Service Asset How does your product track software licensing? 69. and Configuration Management 1.3.1. Service Asset Describe your product's ability to facilitate Service Asset and 70. and Configuration Management. Configuration Management 1.3.1. Service Catalog Describe the Service Catalog features of your product. Management 1.3.1. Service Catalog Describe how your Service Catalog integrates with your Configuration 72. Management Management Database. 1.3.1. Service Catalog Describe your product's ability to facilitate Service Catalog Management. 73. Management 1.3.1. Service Catalog Describe your product's ability to facilitate Service Level Management. 74. Management