Questions which can be asked while moving from other tool to servicenow

[prekshatrainer]

Hi Team,

Greetings!

We have a client who are moving from other ITSM tool to service-now. What questions can be asked in the questionnaire?

I just got one question in mind which modules do they want to implement... Any questions, suggestions will be much helpful.

Thanks,

Preksha.

mguy pradeepksharma bmortin

[DilipKumar DJ]

Hi Preksha,

Below are the questions which we generally ask.

• Which ITSM tool are you using currently?
  
• How many self-service users have access to the application?
  
• What is the number of IT specialist (technicians, administrators, helpdesk) who access the application?
  
• Count of named/concurrent IT specialist access.
  
• Which modules are currently in use (example Incident Management, Change Management)? Any new module that you look forward to?
  
• What is the data volume for the existing implemented modules?
• Average number of incidents per week
  
• Average number of requests per week
  
• Average number of changes per week
  

          Is the application available in any other language besides English?

• Is Single Sign On (SSO) used for authentication?
• Are there any integrations, for instance:
  • Active Directory (LDAP) integration or single sign-on
    
  • SMTP
    
  • Any other

• What is your Reporting and Dashboard mechanism?
  
• How is CI data populated into CMDB - automated means or manually?
  
• If automated, is it agent based or agent less?
  
• Does CMDB store the relationships between CIs?
  
• How is the CI data maintained?
  
• What is the current count of CI in CMDB?
  
• Known problems in the current setup.
  
• Do you have any functional, technical and process documentation of the existing setup? If yes, please share.
  

[prekshatrainer]

Thanks a lot dilip.

[DilipKumar DJ]

Hi Preksha,

Glad that it helped you. Some more questions:

Does your current solution restrict the ability to open, modify and close Incident records to authorized staff only?

Does your current solution automate the rapid classification and recording of Incidents?

Does your current solution enable priority, impact, and urgency indicators to be allocated to Incident records?

Are you able to analyze your incident management process metrics and workload by business service or by IT portfolio, and can you perform this on a consistent basis?

Does your current solution support the automated routing (alerting) of Incidents to selected support staff or groups? For example, the Service Desk, Network Operations, etc.

Does your current solution facilitate the production of management reports from historical Incident records?

Does your current solution provide a secure historical audit log of all Incident updates and resolution activities?

Does your current solution facilitate Incident closures by utilizing customizable Incident closure codes?

Does your current solution provide search capabilities for closed Incidents?

Does your current solution facilitate Incident matching?   For example, listing all possible Problem matches keyed on the categorization tree.

Does your current solution enable and maintain the relationships between Incident, Known Error, and Problem records?

Does your current solution facilitate the closure of all Incidents when the associated Problem or Known Error is resolved?

Does your current solution facilitate the production of reports from Incident data that can be used by Problem Management to identify any degradations to Service(s) or unavailability?

Does your current solution facilitate secure and controlled access to the Configuration Management Database to navigate, modify and extract Incident related information?

Does your current solution provide linkage to user details?

Does your current solution facilitate secured and controlled access to Change Management information such as Change schedules and Change history?

Does your current solution support an interface with the Change Management tool to determine whether scheduled Changes provide a solution to an existing Incident or to determine false-positive alerts that may occur during a planned outage?

Does your current solution facilitate the dissemination of information to the user community?   For example, an interface that allows users to check the status of requests or view outage information?

Does your current solution facilitate the use of knowledge and/or support scripts for Incident diagnosis and resolution?

Does your current solution automate notification of key staff via fax, e-mail, onscreen alert, or pager?

Does your current solution have the capability to automatically assign problems to a resolution group and notify monitoring groups, based on established rules, with the ability for the operator to over ride when necessary?

Does your current solution keep track of the total time the Incident was worked while open broken down by individual (total time should not include suspended or frozen state time)?

Do you currently provide self service (helpdesk) capabilities to your end users so they can submit incidents and view status on current incidents?

[DilipKumar DJ]

Hi Preeksha,

Request you to close the thread if you are sufficed with the data.

Thanks