ITSMS Business Requirements Document

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IT Service Management

System (ITSMS)

BUSINESS REQUIREMENTS DOCUMENT (BRD)

November 21, 2011



Prepared by:

MBTC-ITG Project Manager ___________________

Approved by:

MBTC-ITG Department ___________________

MBTC-ITG Department ___________________

MBTC-ITG Division Head ___________________

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TABLE OF CONTENTS

Background.....................................................................................................................................................5

Scope................................................................................................................................................................5

Assumption......................................................................................................................................................5

Inventory Module...........................................................................................................................................6

Vendor Management Module......................................................................................................................10

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1. Revision History

Name Date Reason For Changes Version

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2. Executive Summary

Information Technology Group (ITG) plans to implement an integrated software solution called

IT Service Management System (ITSMS) that will support the different ITG service functions

like vendor management, inventory of IT equipments, service call logging/monitoring and FFE

requests monitoring.

Background

ITG’s current service functions such as inventory and vendor management are being maintained

using Microsoft Office Excel. Manual maintenance of voluminous records poses challenges in

terms of activity log monitoring, as the history of transactions are not saved, and reporting, as the

data is not stored in a database and data manipulation is difficult.

The current processes entail:

• maintenance of several Excel sheets and each sheet corresponds to different IT

equipments

• manual tracking and monitoring of IT assets

• manual tracking of expiring contracts, warranties and agreements

• manual reporting activities

These manual tasks result to:

• human error during manipulation of the records in the file

• higher manpower and overhead costs

• late renewal of contracts, warranties and agreements

• longer preparation of reports

Scope

ITSMS will be implemented in 2 phases; the first phase covers the following:

• Implementation of an integrated system that will handle (1) inventory of IT equipments,

and (2) vendor management.

• Migration of the vendor contracts, agreements, warranties records to the new system.

Assumption

•The requirements for the other service modules like the Service Call Management,Resource Assignment & Work Tracking and FFE Monitoring will be discussed in a

separate BRD.

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3. Business Requirements

Inventory Module

BR No. Business Requirement

SET-UP

1 Allows creation of hierarchical user access levels – administrator, officer and staff

2 Allows creation of user-defined fields

3 Allows creation of field validation rules

4 Allows creation of a pick-list for each user-defined field

5 User-maintainable setting of parameters for alerts/notifications

6 Allows multi-company set-up to support assets deployed in Subsidiaries and Affiliates

FUNCTIONAL FEATURES

7 Allows classification of asset whether it is hardware or software

8 Allows tracking of assets, e.g. hardware, software, mainframe components, CCTV,

UPS and licenses

9 Accepts multi-currency and includes field for the base conversion rate during the time

of acquisition

10 Allows input of the status of an asset, e.g. active, deployed or terminated.

11 Must not allow duplicate entries for key fields

12 Capable of tracking the complete lifecycle of the assets

13 Capable of tracking the history of repair/replacement/redeployment14 Capable of alerts/notifications for items due for maintenance, expiring warranties,

expiring license, End of Life, End of Support, etc.

15 Capable of reading/accepting barcodes

16 Capable of linking vendor/contract information for assets with contracts

17 Allows import and validation of external data sources like .csv, .xls and SQL database

18 Capable of getting the complete ownership and history of all assets

19 Capable of tracking relationships between assets (optional)

20 Allows users to track lease information of assets, if applicable

SECURITY

21 Allows authentication of users using Microsoft Active Directory

REPORTS

22 Capable of generating pre-defined reports exportable to .xls, .pdf, .csv, and .html

23 Capable of generating any type of report using query reports

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22Capable of generating the complete asset summary and audit reports

Fields

The following are the basic fields that should be present in the Inventory module:

Field Name Remarks

Type of Asset Classification of asset. The following are the valid values:

1. Hardware

2. Software

3. Others

Hardware

Asset Information

Brand/Model Brand/Model of the item string 20

Serial No. Serial no. of the item string 50Barcode Assigned barcode sticker string 50

W2W Sticker Assigned wall-to-wall sticker

OEM Sticker Assigned OEM sticker

Hardware Type Sample values:

1. Workstations

2. Laptop

3. Servers

4. CCTV5. Scanners

6. Printers

7. Check Readers

8. UPS

9. Storage

10. Router

11. Switches

Computer Name Name of the Computer

IP Address IP Address of the item

Physical/Virtual

CPU Clock Speed

CPU/Processor Type

Internal HD Type

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Internal HD Size

External HD Type

External HD Size (GB)

RAM Size/Capacity (MB/GB)

RAM Type

Operating System

Service Pack Via Patch

Disk Name

Tape Name

SAN Switch Name

Port No.

Monitor Type

Serial No.

Mouse Type

Serial No.

Keyboard Type

Serial No.

Software (under License)

Volume Licensing Program

License Type

Agreement No.

Description (Scope) Description of the Agreement/Software

Others

Name

Description

IP Address 1

MAC Address 1

Gateway1

Network Switch 1

Port Assignment port number?

Acquisition Information (under Contracts / Linked to contracts)

Acquisition Date

Vendor Name

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Manufacturer

PO No.

PO Date

Sales Invoice No.

Sales Invoice Date

Quantity Cost unit

Original Cost

Original Currency

Conversion Rate in PHP

Cost in PHP

Start of Validity Date

Expiry Date

Maintenance Frequency Sample values:

1. Quarterly

2. Semi-annual

3. Annual

Maintenance Schedule Date

Alert/Notify Before No. of months/days before the Maintenance Schedule Date

Deployment Information (Related to Organization Hierarchy)

RC Code RC Code who uses the resource

Business Unit (1) RC Code Business Unit who uses the resource

Group Name (2) RC Code Group Name who uses the resource

Division (3) RC Code Division who uses the resource

Department (4) RC Code Department who uses the resource

Section (5) RC Code Section who uses the resource

Region (Location) Sample values:

1. HO

2. Luzon

3. Luzon-BO

4. Mindanao

5. Mindanao-BO

6. MM

7. MM-BO

8. Visayas

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9. Visayas-BO

Vendor Management Module

BR No. Business Requirement

SET-UP

1 Allows creation of hierarchical user access levels – administrator, officer and staff

2 Allows creation of user-defined fields

3 Allows creation of field validation rules

4 Allows creation of a pick-list for each user-defined field

5 User-maintainable setting of parameters for alerts/notifications

FUNCTIONAL FEATURES

6 System must not allow duplicate entries for key fields

7 Allows classification of asset whether it is hardware or software

8 Accepts multi-currency and includes field for the base conversion rate during the time

of acquisition

9 Capable of tracking the history of each contract, warranty or agreement.

10 Capable of storing the profile of the vendor, e.g. contact details, contact person, etc.

11 Capable of alerts/notifications for expiring contracts, agreements and warranties

12 Capable of associating vendor/contract information for assets with contracts

13 Allows import and validation of external data sources like .csv, .xls and SQL database

SECURITY

14 Allows authentication of users using Microsoft Active Directory

REPORTS

15 Capable of generating pre-defined reports exportable to .xls, .pdf, .csv, and .html

16 Capable of generating any type of report using query reports

Fields

The following are the basic fields that should be present in the Vendor Management module:

Field Name Remarks

Vendor Information

Vendor Name Name of the Vendor

Vendor Short Name (Alias) Vendor Short Name

Address Address of the Company

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Contact Person via Contacts tab

Contact Nos.

Type of Products being offered Sample values: (to be attached directly to CIs)

1. Hardware

2. Software

3. Services

Contract Information

Agreement No./Contract ID

Agreement Description Description of the Agreement

Type of Maintenance Agreement Sample values:

1. SSL Certificate

2. Software

3. Hardware

4. Domain Name Registrations

5. UPS/Aircon

6. Telco

7. ISP

8. Select Plus

9. Enterprise

10. Select

11. Premier SupportType of Telco Lines Required field if the value of the Type of MA is TELCO.

Sample Values:

1. Leased line

2. Direct line

3. Local line

4. Mobile

5. IPVPN

Type of Plan Required field if the value of the Type of Telco Lines is

MOBILE.

Phone Model/IMEI No./Mobile

No.

Optional field

Agreement Start Date Start Date of Agreement

Agreement End Date End Date of Agreement

PO No.

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PO Date

Sales Invoice No.

Sales Invoice Date

Original Cost

Original Currency

Conversion Rate in PHP

Cost in PHP

IT Division involved Optional field

Remarks Optional field

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Documents

ITSMS Business Requirements Document