Requirements
Business Requirements:
To build organization and structure for managing and maintaining our IT Services lifecycle
To create standard, repeatable policies, processes and procedures for IT Service Management
To improve IT customer service in alignment with IT business goals
To focus on delivering valuable services to our customers
To streamline end-to-end services and communication
To improve quality and resolve problems and issues quickly
To have a ticketing management system
To have a self-service portal
To have a service catalog
To build a centralized Knowledge base and improve knowledge, experience and technical capabilities
To establish ITSM best practices
To shift from “operational specific” IT initiatives to a focus on customer and client service
To have the ability to collect, evaluate and analyze data
To have dashboard and reporting capabilities for service metrics and KPI’s
To have the ability to measure customer satisfaction and service desk performance
To have multiple ticketing types for different service categories
To make the IT service desk more efficient
To manage and balance service ticket workload through workflow assignments
To improve the end-user experience
To provide technology solutions and drive business efficiency
To adjust and optimize our business agility