By J. Allenbach, A. Benoit, D.A. bertrand, A. Hanriot-Coustet, P. Maraval, A. Pautler, P. Prigent

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Do you have a list of key attributes? Will the management tool define the attributes or will a management tool do this? Do you want the tool to automatically create Asset ID’s for CIs? Do you want to protect the CMDB from unauthorized use? Will only a select few people will have access to the CMDB? What levels of access will be needed to the CMDB? How do you see the CMDB relating to the other ITIL processes from a tool perspective? Do you expect to store associated documentation within the CMDB?

All providers Page 47 Outsourcing Workbook are required to come together and present a unified management interface. Fulfils a need that cannot be satisfied by any Single-Vendor Outsourcer. Provides best-inclass capabilities with greater control than Prime. Risk is introduced in the form of providers forced to collaborate with competitors. Selective Outsourcing A collection of service providers explicitly selected and managed by the service recipient. This is the most difficult structure to manage.

Some of the questions may actually be more applicable during a scope and design phase and may not be asked during the exercise. The purpose of this exercise is to gather the organization’s requirements of what needs to be included in an IT Service Management tool. The requirements will be based on business needs and aligned to IT Service Management (ITSM) processes. Collated answers can be used as an “ITSM Tool Requirements” document that can be used in future Request for Tenders (RFT). The document can also be provided to current tool vendors so that they may help the organization in changing their current tool environments to match the needs described in the ITSM Tool Requirements document.

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