We are an industrial company headquartered in Germany with several production sites worldwide. To support our business processes, we are looking for an IT service management system including a ticket system. We would like to use this software to process all inquiries.
We have the following requirements for the ITSM software:
Tools currently in use that need to be replaced (must have)
- Portable Kanban
- Excel to-do lists
- Excel project plan
Tools currently in use that should be replaced (nice to have)
- Timesheet (allocation of times to internal orders = projects)
- User management workflow (intranet/SharePoint)
- Knowledge base (intranet/SharePoint)
- License management
Must haves
- Incident management with knowledge base and upstream wiki (self-help for customers)
- Service management via tickets
- Display as Kanban board
- Display in list form with flexible, preset filter options (by processor, area, priority, ticket type, etc.)
- Multiple hierarchy levels for tickets (at least 2, e.g., 1. Projects and 2. Tasks!)
- Read + edit access for key users (create, prioritize, delete tickets, view status, etc.)
- Reporting as flexible as possible – time spent on a ticket should be recorded to make performance transparent for each area
- Automatic notification function via email
- Escalation options -> Areas responsible for processing themselves
- Full-text search
- Assignment of files/documents
- Automatic recording of changes
- Form-based opening of new tickets
- Each processor sees “their” tickets including status
- Active Directory - No new authorization world
- Access for IT, key users, possibly read access for managers
- Cloud solution if possible
Nice-to-haves
- Measurement of response time, throughput time (-> customer satisfaction)
- Automatic deletion of tickets (incidents > 2 months, projects > 2 years)
- Option to set filters “show older than...”
- Multiple responsible persons for a ticket, assignment to agents
- Project management as a building block for structuring complex topics
Content Tickets
- Title
- Description (text)
- Date received
- Date sent/date completed
- Priority (priority A only for incidents)
- Responsible person(s)
- Creator
- Estimated time required
- Deadline
- Area
- Type (incident/project/change request/...)
- These characteristics should also be available as evaluation criteria.
Approximately 500-1000 software workstations are planned.