Here are sample functional requirements from the Help Desk RFP template:
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Call Management
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Support submission of service requests via "free form" e-mail and help desk software automatically retrieves the text, creates a new work order, assigns a number to it, etc.
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Provide ability to view history by requester, responsible technician, priority, type, department, dates, etc.
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Provide visual indicators of technician and analyst workload.
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Support automatic notification of overdue work orders or call tickets.
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Provide option to leave status of call ticket or work order open until satisfactory completion is verified by requester.
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Workflow
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Provide ability to automatically route call tickets and/or work orders to appropriate departments.
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Support automatic work escalation based on user-defined rules, time limits, priorities or other criteria.
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Support user-defined data elements and decision criteria for the automatic creation of tasks, call tickets and work orders.
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Support Case-Based Reasoning (CBR) that uses past occurrences stored in a database to identify possible solutions for problem resolution.
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Support automatic triggers for equipment and software component warranty terms and conditions.
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Reporting
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Maintain detail work hours and expenses by task, date, resource, location, and other attributes for task activities to facilitate reporting.
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Print report of response times from open to close of ticket.
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Provide standard management reports and graphs to monitor issues, backlog, and performance statistics.
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Provide a flexible query or reporting tool to retrieve issues or service requests from the database with user-defined search criteria.
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Provide ability to monitor response times to assignments by technician, time period and other attributes selected by user.
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Knowledge Database
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Provide a knowledge database containing solutions for software installation and use, hardware issues, printing, networking, product maintenance, etc.
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Support integration with and use of commercially available third-party knowledge databases.
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Provide ability to search knowledge database by keyword, Boolean string or string of characters.
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Provide ability to integrate and work with software application help files.
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Provide ability for users to search a "solutions database" for answers to typical questions, minor problems, known issues, etc.
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Inventory
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Provide ability to track equipment ownership and service history.
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Provide ability to e-mail purchase orders directly to vendors.
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Provide ability to search purchasing history by PO number, vendor, amount, purchaser, dates, etc.
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Provide ability to track RMA's (returned merchandise authorizations) and orders.
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Provide ability to create reports and graphs to analyze trends or distribution.
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Audit
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Provide ability to remotely audit and inventory workstation hardware and software components.
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Provide ability to track all software products installed on any network workstation.
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Automatically retrieve and store workstation configuration (e.g. CPU, OS version, ROM BIOS info, memory info, disk info, printer info, video info, and all system devices)
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Support ability to perform software licensing audits.
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Provide ability to check workstations for illegal software.
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General Functions
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Provide ability to customize tracking fields, screens and toolbars.
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Support e-mail notification functionality from within the help desk software.
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Provide ability for technicians to remotely control any workstation within the LAN, WAN, Intranet, or across the Internet.
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Support online "news" and/or status reports to keep users updated of current issues, situations, training, etc.
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Support entry and maintenance of Service Level Agreements (SLA).
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Technical & Support
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Provide access to system maintained data element definitions within report writer software.
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Report writer support SQL (Structured Query Language).
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Provide ability to down load data into popular PC spreadsheet, database and word processing file formats.
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Use RAID, disk mirroring, volume shadowing and/or other fault tolerant technology to increase reliability of disk storage and also minimize data loss due to hardware failure.
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Provide future software releases and updates to all applications as part of regular software maintenance fees.
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More requirements are included in the actual RFP, this is only a sample. |
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