Specifications include, but are not limited to: Minimum requirements for the ITSM system include: 2.1 Ease of Use YC seeks a streamlined, SaaS-based, ITSM solution that prioritizes ease of use and navigation, as well as options for customization for the following aspects/ modules: 2.1.1 ticketing 2.1.2 data entry 2.1.3 notifications 2.1.4 dashboards 2.1.5 SaaS preferred 2.2 Ticketing System The ITSM shall include a ticketing system with the following features: 2.2.1 Self-service: User ability to self-help/answer their own questions via knowledge base/automated chat functionality 2.2.2 Templates/Views: Ability to create multiple templates/views in forms for various IT teams to view specific fields 2.2.3 Flow Automation/Workflows: Ability to create logic-based workflows within forms to route tickets to different IT groups and processes. 2.2.4 Queue management: Ability to customize views per IT group to view specific relevant data to their area and route work appropriately. 2.2.5 SLA support: Ability to customize SLA requirements for ticket handling and track/report results. 2.2.6 Forms: Ability to create/customize customer facing forms for use in ticket intake process 2.2.7 Approval/Review Customization: Ability to customize ticket flows to include approval paths 2.2.8 Notification Customization: Ability to customize the number and frequency of notifications attached to ticket actions such as comments, updates, reassignments. 2.2.9 Incident/Problem Management: Ability to create child incidents, major incidents, as well as create problem tickets from existing incidents 2.3 Service Portal/ Service Catalog The ITSM shall include a customizable customer facing portal which can be used to request assistance, view the knowledge base, and check on existing tickets. It shall also include a Service Catalog to be used for the purchase of hardware and software items. 2.4 Change Management The ITSM shall include a change management module which tracks changes and allows for clear communication regarding impending changes, change ticketing and customization of various types of changes. This would include the configuration of standard, emergency, and normal changes, at minimum.
