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IT Service Management System (ITSMS

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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 ___________________ ___________________ ___________________ 2 of 12 .

.............................5 Assumption...........6 Vendor Management Module..............................................5 Scope...........................................10 3 of 12 ....................................................................................................................................................................................5 Inventory Module..............................................................................................................................................................................................................TABLE OF CONTENTS Background..........................................................................................................................................................................................................

1. Revision History Name Date Reason For Changes Version 4 of 12 .

as the data is not stored in a database and data manipulation is difficult. 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.2. Manual maintenance of voluminous records poses challenges in terms of activity log monitoring. as the history of transactions are not saved. warranties and agreements manual reporting activities human error during manipulation of the records in the file higher manpower and overhead costs late renewal of contracts. service call logging/monitoring and FFE requests monitoring. and reporting. warranties records to the new system. 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. 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. the first phase covers the following: • • Implementation of an integrated system that will handle (1) inventory of IT equipments. agreements. 5 of 12 . and (2) vendor management. Background ITG’s current service functions such as inventory and vendor management are being maintained using Microsoft Office Excel. warranties and agreements longer preparation of reports These manual tasks result to: Scope ITSMS will be implemented in 2 phases. Migration of the vendor contracts. inventory of IT equipments.

CCTV. e. hardware. mainframe components. expiring license. . if applicable Business Requirement FUNCTIONAL FEATURES 6 of 12 . Business Requirements Inventory Module BR No. End of Life. expiring warranties.csv.pdf. officer and staff Allows creation of user-defined fields Allows creation of field validation rules Allows creation of a pick-list for each user-defined field User-maintainable setting of parameters for alerts/notifications Allows multi-company set-up to support assets deployed in Subsidiaries and Affiliates Allows classification of asset whether it is hardware or software Allows tracking of assets.g. End of Support. e.3.xls and SQL database Capable of getting the complete ownership and history of all assets Capable of tracking relationships between assets (optional) Allows users to track lease information of assets. SET-UP 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 SECURITY 21 REPORTS 22 23 Capable of generating pre-defined reports exportable to . active.g. Must not allow duplicate entries for key fields Capable of tracking the complete lifecycle of the assets Capable of tracking the history of repair/replacement/redeployment Capable of alerts/notifications for items due for maintenance. . etc. and . UPS and licenses Accepts multi-currency and includes field for the base conversion rate during the time of acquisition Allows input of the status of an asset.xls.html Capable of generating any type of report using query reports Allows authentication of users using Microsoft Active Directory Allows creation of hierarchical user access levels – administrator. software. deployed or terminated. Capable of reading/accepting barcodes Capable of linking vendor/contract information for assets with contracts Allows import and validation of external data sources like .csv. .

Scanners 6. Hardware 2. Software 3.22 Capable 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 Type of Asset 1. Storage 10. Check Readers 8. The following are the valid values: . Printers 7. CCTV 5. Laptop 3. Servers 4. Workstations 2. UPS 9. of the item string 50 Assigned barcode sticker string 50 Assigned wall-to-wall sticker Assigned OEM sticker Sample values: 1. Switches Computer Name IP Address Physical/Virtual CPU Clock Speed CPU/Processor Type Internal HD Type 7 of 12 Name of the Computer IP Address of the item Remarks Classification of asset. Router 11. Barcode W2W Sticker OEM Sticker Hardware Type Brand/Model of the item string 20 Serial no. Others Hardware Asset Information Brand/Model Serial No.

Monitor Type Serial No. Keyboard Type Serial No.Internal HD Size External HD Type External HD Size (GB) RAM Size/Capacity (MB/GB) RAM Type Operating System Service Pack Disk Name Tape Name SAN Switch Name Port No. Mouse Type Serial No. Software (under License) Volume Licensing Program License Type Agreement No. Description (Scope) 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 Description of the Agreement/Software Via Patch 8 of 12 .

Quarterly 2. Annual Maintenance Schedule Date Alert/Notify Before RC Code Business Unit (1) RC Code Group Name (2) RC Code Division (3) RC Code Department (4) RC Code Section (5) RC Code Region (Location) No. MM-BO 8. Sales Invoice Date Quantity Original Cost Original Currency Conversion Rate in PHP Cost in PHP Start of Validity Date Expiry Date Maintenance Frequency Sample values: 1. Luzon 3. of months/days before the Maintenance Schedule Date RC Code who uses the resource Business Unit who uses the resource Group Name who uses the resource Division who uses the resource Department who uses the resource Section who uses the resource Sample values: 1. PO Date Sales Invoice No. Visayas 9 of 12 Deployment Information (Related to Organization Hierarchy) Cost unit . Mindanao-BO 6.Manufacturer PO No. Semi-annual 3. Luzon-BO 4. HO 2. MM 7. Mindanao 5.

. Capable of storing the profile of the vendor. SET-UP 1 2 3 4 5 6 7 8 9 10 11 12 13 SECURITY 14 REPORTS 15 16 Capable of generating pre-defined reports exportable to .9.html Capable of generating any type of report using query reports Allows authentication of users using Microsoft Active Directory Allows creation of hierarchical user access levels – administrator.xls.g. . agreements and warranties Capable of associating vendor/contract information for assets with contracts Allows import and validation of external data sources like .csv. warranty or agreement.csv.pdf. Visayas-BO Vendor Management Module BR No. and . e. contact details. etc.xls and SQL database Business Requirement FUNCTIONAL FEATURES Fields The following are the basic fields that should be present in the Vendor Management module: Field Name Vendor Information Vendor Name Vendor Short Name (Alias) Address Name of the Vendor Vendor Short Name Address of the Company 10 of 12 Remarks . . officer and staff Allows creation of user-defined fields Allows creation of field validation rules Allows creation of a pick-list for each user-defined field User-maintainable setting of parameters for alerts/notifications System must not allow duplicate entries for key fields Allows classification of asset whether it is hardware or software Accepts multi-currency and includes field for the base conversion rate during the time of acquisition Capable of tracking the history of each contract. contact person. Capable of alerts/notifications for expiring contracts.

Select 11./Contract ID Agreement Description Type of Maintenance Agreement Description of the Agreement Sample values: 1. Software 3. Mobile 5. SSL Certificate 2. 11 of 12 Required field if the value of the Type of Telco Lines is MOBILE. Optional field Start Date of Agreement End Date of Agreement . Local line 4. Sample Values: 1. Hardware 4. Direct line 3./Mobile No. UPS/Aircon 6. Type of Products being offered via Contacts tab Sample values: (to be attached directly to CIs) 1. IPVPN Type of Plan Phone Model/IMEI No. Domain Name Registrations 5. Enterprise 10. Agreement Start Date Agreement End Date PO No. Services Contract Information Agreement No. Software 3. ISP 8. Hardware 2. Select Plus 9.Contact Person Contact Nos. Telco 7. Leased line 2. Premier Support Type of Telco Lines Required field if the value of the Type of MA is TELCO.

PO Date Sales Invoice No. Sales Invoice Date Original Cost Original Currency Conversion Rate in PHP Cost in PHP IT Division involved Remarks Optional field Optional field 12 of 12 .