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B17 <br />P <br />Establish operating procedures for <br />MITECH will utilize a process management <br />handling incidents, service <br />modeling tool to document current state <br />requests, and problems <br />incident management, service request and <br />problem management processes. Conduct <br />a comparative analysis against industry <br />best practice processes to identify current <br />state weaknesses, needed process <br />improvements, document future state <br />process design requirements, training <br />materials and implemertation plan, <br />document future state operating <br />procedures and Cherwell ITSM system <br />configuration requirements. <br />Train and mentor City resources in <br />implementation of incident, service request <br />and problem management processes <br />operating rocedures, <br />B18 <br />P/O <br />Establish workflow approval rules if <br />MITECH will document service request <br />request requires an approval <br />needed approvals within the future state <br />service request operating procedures and <br />workflows. The documented approval <br />workflows will be utilized to configure the <br />approval rules within the Cherwell ITSM <br />system. <br />B19 <br />P/O <br />Create automated emails to users <br />MITECH will utilize documented future <br />to note creation, status change, <br />state operational procedure workflows to <br />and closure of tickets <br />configure basic email capabilities. The. <br />requirements will include email creation, <br />status change, and closure of the ticket. <br />MiTECH will train/mentor the City staff on <br />how to implement further email options <br />once staff are trained. <br />B20 <br />C <br />Allow user to complete survey <br />Cherwell's survey functionality is not <br />upon closure of ticket <br />OOTB, MITECH will install Cherwell's <br />Survey mApp and configure to provide the <br />basic functionality. <br />B21 <br />O <br />Allow basic tickets to be opened <br />MITECH will configure and create basic <br />via email <br />email rules to open incidents and service <br />requests via email. MITECH will <br />train/mentor the City staff on how to create <br />further email rules. <br />B22 <br />O <br />Ability to establish ticket priority <br />MiTECH will work with the City to establish <br />priority rules and configure the priority <br />options into the Cherwell ITSM system to <br />meet citv re uirements. <br />623 <br />O <br />Ability to automatically assign ticket <br />MITECH will configure the security and <br />based on categorization to staff, <br />routing rules to automatically assign <br />teams, or groups <br />ownership of tickets based on <br />categorization, teams, or groups. <br />No> Migration Technologies, Inc. Copyright 0 2016, all rights reserved Page 9 of 29 <br />25A-27 <br />