ER082913 Vendor Demonstration Scripts

Note: The versions of all product modules or components that you use for the demo must be the same versions as those you are proposing in your response to the RFP as your ITSM solution. Additional questions may be asked by the evaluation team.

Any functionality demonstrated during the onsite visit that falls outside of the proposal submitted to Illinois State University needs to be identified during the presentation. This includes additional modules, customizations, etc that were not included in the pricing and scope of work provided.

Use the following example scenario when demonstrating the items below:

The IT department is adding a new email service, Exchange Email. A department administrator is tasked with getting a new faculty member setup with the Exchange service. One of the Exchange servers goes down unexpectedly because someone accidently loosens the power cord. The Exchange server needs to be swapped out for one with a dual power supply.

  1. END USER EXPERIENCE:

Demonstrate the login and general UI features for each item listed below.

  • Demonstrate the end user interfaces to the Service Catalog and any self-service modules;
  • Display the interface to the Service Desk Module. Demonstrate how to create a request or incident at the service desk function.
  • Demonstrate how the user checks status of a ticket
  • Demonstrate submitting a request for the end user from iOS and Android mobile devices

Questions:

a)Are all web interfaces accessible with full functionality by IE, Firefox, Safari, and Chrome or apps on mobile devices?

b)Is there a preferred browser?

c)Are any specific versions and any controls, plug-in, or add-ons required for web browsers or apps on a mobile device?

d)Are any specific operating systems required for clients?

e)Are users logged out on idle and what is the timeframe?

  1. INCIDENT MANAGEMENT

Demonstrate an incident and process the incident from intake through resolution using your current out-of-the-box functionality. Demonstrate how to upload attachments and update metadata.. Demonstrate how the ITSM tool can provide seamless process interface (i.e. moving to change management or problem management).Show how an incident is assigned to multiple groups and what visibility different roles have of the overall incident.

  • Demonstrate how your product prompts IT staff to enter required information based on the ticket category and/or group assignment. For example, to send a server ticket to the Windows Server Team, the ticket requires the staff person to provide the server name in a designated field.
  • Demonstrate how an incident is linked to a CI in the CMDB
  • Demonstrate how to query the product for all incidents and service requests (open and closed) for a given user.
  • Demonstrate how to add notes to a ticket.
  • Show the information captured as part of the ticket’s audit trail. Does the product capture and store user/datetime info regarding changes made to a ticket? For example, who and when the ticket’s category was changed, who and when the ticket was closed, etc.

Questions:

a)What unique features distinguish your software product in the incident management process in this marketplace?

b)Are notes added by IT staff visible to end users through self-service?

c)Can email notifications sent to IT staff be configured to include notes from the ticket?

d)Can end users add notes to a ticket via self-service? Can they close or reopen their tickets? What other changes can end users make to their tickets through self-service?

e)How easy/difficult is it to distinguish between staff comments, user comments, and system notes (audit trail)?

  1. SERVICE DESK and WORKFLOW:

Demonstrate how to manage the tickets and process/workflows in the system. How to generate a ticket; update a ticket; delete a ticket; notify a customer or user of progress and resolve a ticket. Illustrate how you would change a process or work flow. Demonstrate these using a request and an incident. Demonstrate how to escalate from Tier-1 help/service desk to Tier-2 support group, specifically demonstrate the notification process:

  • Types of notification (pager, SMS, email, voice) for both tech staff and customers
  • How is contact information (stored, maintained, updated)
  • Can contact information be modified to allow (unavailable periods, time specific contact methods, Tier-1 ability to update/override)
  • Demonstrate the creation of a simple workflow
  • Demonstrate how your product can be configured to display visual identifiers in a ticket based on client, urgency, category, and other attributes. For example, can top priority tickets be flagged as red in the ticket queue, or when an analyst begins creating a ticket for a VP, can a message be displayed which indicates the caller should be handled in a special way?
  • Demonstrate how email notification templates can be built with the intention of sending customized email messages based on recipient and context.
  • Demonstrate differentconfigured forms which all use the same process. For example, show the standard incident submission form, as well as another incident submission form that has been configured for a different audience.
  • Demonstrate how to link several incidents together. Show this same functionality for problems and changes as well.
  • Demonstrate how views vary based on authorized role
  • Demonstrate the configuration of a process area that is not native to the application through the use of workflow capabilities

Questions:

a)The Service Center sometimes has to modify a ticket by deleting privacy information. How difficult is this to do?

  1. REQUEST FULFILLMENT:

Create a request for service and process the request from intake through fulfillment using your current out-of-the-box functionality. Demonstrate at least 2 levels of request urgency (requested due date). Indicate how to upload attachments, update data, and escalate to the next tiered support level.

Questions:

a)What unique features distinguish your software product in the request fulfillment process in this marketplace?

b)How do you access and maintain process flows and approval work flows?

c)Does your tool allow for scheduling recurring service requests?

  1. CHANGE MANAGEMENT:

Create a change to current systems using the out-of-the-box functionality for ITIL v3 change management processes. Illustrate a change for a new service, an improvement to current service and or a change that resulted from a problem assessment. Illustrate an emergency change process and a more standard change process based on an SLA and OLA. Demonstrate how your product links changes to configuration items.

Questions:

a)What unique features distinguish your software product in the change management process in this marketplace?

b)How do you access and maintain process flows and work flows?

c)Describe the CAB approval structures available in your software?

d)Linking CI to change

e)How does your product handle the decommissioning of services? How is the decommissioned service reflected in searches, CMDB, etc.

  1. PROBLEM MANAGEMENT:

Create a problem based on analysis of trends in the incident management process and process the problem from intake through resolution using your current out-of-the-box functionality. Demonstrate at least 2 levels of problem urgency (requested due date). Indicate how to manage workarounds. Indicate how to manage any change that may be required for resolution. Indicate how to upload attachments and update data. Demonstrate how the ITSM tool supports seamless transitions of: a) Incident records to Problem or Change Management, b) Problem management to Change management.

Questions:

a)What unique features distinguish your software product in the problem management process in this marketplace?

b)How do you access and maintain process flows and work flows?

  1. TASKS in INCIDENT, SERVICE REQUEST, PROBLEM, CHANGE
  • Demonstrate how to add a ‘task list’ to a ticket (i.e. an incident, service request, problem, or change record). Show how your product can be configured to require each of these tasks to be completed before the ticket can be closed.
  • Demonstrate how tasks can be scheduled for a future date/time.

Questions:

a)Can automated workflows be created to support these tasks? For example, Tier 1 completes the first task and marks it as ‘done.’ This causes the ticket to auto-route to a Tier 2 group, etc.

b)Is this functionality available in the incident, service request, problem, and change processes?

c)Is it possible to have scheduled tasks appear on an Exchange calendar? How is this accomplished?

  1. SERVICE ASSET AND CONFIGURATION MANAGEMENT:
  • Demonstrate how your tool facilitates Software License Management
  • Demonstrate the DML capabilities of your product
  • Demonstrate how to use your product’s CMDB to store detailed configuration item information.
  • Demonstrate how multiple software modules in an ERP can be related together and to the overall service
  • Demonstrate how to update and reconcile changes to these CIs.
  • Demonstrate how each of these CIs can be associated with a dept/account#.
  • Demonstrate how to add additional fields/attributes to configuration items.

Questions:

a)What unique features distinguish your software product in the SACM process area?

b)Does your product offer asset discovery and is it agent based?

  1. KNOWLEDGE:
  • Demonstrate the tie between incidents and the product’s knowledge base.
  • Demonstrate how to add a new KB article to the knowledge base when closing an incident based on the information contained within the ticket. Include attachments and/or screenshots.
  • Demonstrate how your product supports KB articles in various states (draft, approved, published, etc.)
  • Demonstrate how your product handles viewing of KB articles based on user role and department affiliation.

Questions:

a)Does your product support role-based permissions for editing and creating KB articles?

b)Does your product support moving a KB article from a restricted view (i.e. Tier 1 only) to a broader view (i.e. Tier 1, Tier 2, Tier 3, etc.) to a public view (i.e. self-service)?

  1. RELEASE MANAGEMENT

Demonstrate how an approved change becomes a release using your current out-of-the-box functionality. Demonstrate the phases through which a release may move in your tool, and how associated scheduling and approval workflows may be incorporated into those phases. Show how a release moves in the product to deployment and early lifecycle support, including updating of configuration items. Demonstrate your product's capability for handling bundled releases.

Questions:

a)Is communication to stakeholders integrated into and recorded in the release record?

b)Can your product create and publish a release calendar?

c)Is it possible to link a problem record and/or known error with a release record?

d)Are impacted configuration items displayed in the release process?

e)Is the CMDB automatically updated as a part of the release process?

f)How does your software handle scaled or pilot releases?

  1. SEARCH:
  • Demonstrate how to search for the following data elements:
  • Person attributes (name, address, phone number, and unique identifiers such as Employee ID, Student ID)
  • Service catalog attributes (service name, service option, etc.)
  • Incident attributes (severity level, knowledgebase, service name, service option, etc.)
  • Request attributes (urgency, knowledgebase, requested due date, service name, service option)
  • Problem attributes (with and without known workarounds, know errors database, knowledgebase)
  • Asset attributes (property tag number, network jack number, location, OS, etc.)
  • Demonstrate how to search for a KB article from within the incident based on the description of the issue.
  • Demonstrate how a custom field added to the product database can be easily and quickly searched to return tickets which contain the desired search string.
  • Demonstrate how user roles and permissions affect search results.
  • Demonstrate an advanced search with multiple data elements and operators

Questions:

a)Is there an ability to save search results?

b)Is there an ability to save personal search results vs. global search results that are used by a group?

  1. METRICS, REPORTS, and DASHBOARDS:

Demonstrate the reporting system and dashboards you have using your out-of-the-box functionality for reporting incident management, request fulfillment, change management, and problem management processes. Also demonstrate the reports and dashboards for the service catalog and service desk functions. Indicate how the report shows escalations to other tiered support levels.

  • Demonstrate ad-hoc report creation
  • Demonstrate user configuration of dashboard and its capabilities

Questions:

a)Does the dashboard reporting support drill down/links?

b)Can dashboards be configured for user roles and groups?

c)Can users have multiple dashboards?

  1. SLAs and OLAs
  • Demonstrate how SLAs are utilized in your product for incident management and request fulfillment.
  • Demonstrate how the Tier 1 service desk is able to view SLA and OLA information about their customer.

Questions:

a)Can you define multiple SLAs for different incidents and service request types?

b)Is the SLA timer configurable based upon ticket status. E.g. – “Waiting on customer”

  1. DATABASE
  • Demonstrate how the system administrator can add a new field (in the database) and make that field available on the incident ticket form.
  • Demonstrate how the system administrator can directly access your product’s database. Can queries be run directly against the database to insert, update, select, and delete data stored therein?

Questions:

a)Does your product allow the system administrator to add new database fields while users are logged in and using the product?

b)Does your product allow you to build validated menus from which to select options? For example, could you create a menu called ‘Favorite Color’ and then populate it with Red, Green, and Blue?

  1. SECURITY AND AUTHORIZATION
  • Demonstrate both role and/or group level security permission across different process areas.
  • Demonstrate what happens when a user tries to view or search for data not accessible to them.
  1. WEB FORM TICKET CREATION
  • Demonstrate how you can configure your product to create a ticket based on the submission of a custom web form using either the product’s email-to-ticket functionality or the product’s API.

Question:

a)Does the submission process have the ability to parse data?

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