Helpdesk Software Selection Matrix

Vendor:

Package Name:

Contact:

Score:

Scoring Matrix			Score	Comments
Call Tracking
	1. Ease of input
	2. Call tracking
	3. Escalation
	4. Workflow
	5. Call history - visibility and ease of access
	6. Ability to interface with outside vendors
	7. Reporting / Management Tools
Knowledge base
	8. Trouble-shooting tool
	9. Ease of managing
Integration
	10. Phone Integration (CTI capabilities)
	11. Email systems (Notes and Email of our external vendors)
	12. System Monitoring Tools
	13. Integration with JBX data
	14. Remote access including hand-held devices
	15. Fully functional Web enable application
Asset Tracking
Asset Management (Asset Trending)
Change Management
Architecture
	16. Ability to customize screens
	17. Ease of implementation
	18. Security
	19. Scalable and open architecture
Vendor
	20. Vendor support (implementation and on-going support)
	21. Vendor experience and viability
Overall Rating
		22. How well will this product meet your group’s needs?

Helpdesk Software Selection - Detail Requirements

Call Tracking	Weighting	Score	Comments
1. Ease of entering calls	5
2. Ability to open tickets quickly / User defines which fields are required for ticket to be opened	5
3. Validation of input fields	4
4. Track all analysts working on call. Record time spent by each analyst.	5
5. Visibility to call history	4
6. Sorting & filtering capabilities on call history (user defined)	4
7. Ease of locating existing calls (search by JIB, phone #, city, manager name)	4
8. Full text search on caller information	4
9. Email, page and fax communication via software	4
10. Communications template (such as emails based on call types)	3
11. Automatic fill-in of fields – such as location information	4
12. System allows the ticket to be closed but remains in pending status indicating further action is required (i.e. work-around solution has been implemented but further investigation is required into cause of problem)	4
13. Cross reference between problem tracking numbers within interfaces system	3
14. Link calls – tie calls that are the same problem but reported from different users. System should provide security for who can link calls.	4
15. Ability to run multiple call centers (POS helpdesk, MIS helpdesk, de-centralized Facility Services call centers)	5
16. Identification of root cause of problem (Level 3 Resolutions)	4

Call Escalation	Weighting	Score	Comments
1. System will automatically escalate based on user criteria. (i.e. Manager will be notified if call has not been resolved within set number of hours)	5
2. Retain visibility to original owner and entire call escalation path. Call credit given to each analyst in escalation path who worked on problem.	5
3. System makes escalation suggestion based on skills of the analyst	4
4. Automatic alerts and notifications based on threshold events detected by system (notification methods including Email, Web browser, paging)	4
5. Required fields must be entered before escalation can be done.	4
6. FYI notification done based on call types (i.e. notify Area Manager regarding training calls)	4
7. Ability to initiate a ticket in an outside vendor’s call center	4
8. Automatic Task	4

Reporting / Management Tools	Weighting	Score	Comments
1. Reporting capabilities · Call Activity · Agent Activity · Open calls · Response pending calls · Agent efficiency	5
2. Flexibility / User defined reporting	5
3. Trend analysis	5
4. Supervisor Station (what is happening right now)	5
5. Charts and Graphs	3
6. Reports for Field (i.e. by Area Manager, RVP, new restaurants)	4
7. Generate time sensitive reports automatically	3
8. Automatically create surveys when ticket is closed	4
9. Recommended scheduling	3
10. Optimization of call center coverage	3

Knowledge Base	Weighting	Score	Comments
1. Ease of input & accessing	5
2. Ability to suggest a procedure or checklist based on the problem type	5
3. Graphical capabilities (input of schematics, videos and photos)	4
4. Search capabilities (case based reasoning, key word searching, full text search, rules based, fuzzy logic, decision tree)	5
5. Importing & exporting of 3^rd party knowledge base	4
6. Management of knowledge base	4
7. Integration capabilities with other knowledge-base packages (which ones?) Costs associated?	4

Integration	Weighting	Score	Comments
1. Compatibility with our telephone system	4
2. Data Import / Integration with JBX data § Location Database § Analyst profiles § Fiscal calendar	5
3. Ability to dynamically link to Key Performance factors	3
4. 3^rd party vendors	5
5. Interface with Notes (what other Email systems are supported)	5
6. Interface with Enterprise Management system and existing monitoring tools systems such as (1) Desktop Management Suite (2) Manage Exec (3) Nerve Center (4) Compaq Insight Manager (5) Server Alive. Communicates via SNMP protocol.	4

Customization	Weighting	Score	Comments
1. Define screen / fields for each user group. Ability to add new fields.	4
2. Ease of customizing screen, panels and fields.	3
3. User defined reporting capabilities	4
4. Any customization is protected in future releases of the product	4

Remote Access	Weighting	Score	Comments
1. Fully functional Web Enabled application (excluding administration functions) - Ability to open & close tickets, call status)	5
2. Internet and Intranet access (Firewall considerations)	5
3. Ability to utilize system using hand-held devices – Palm pilot, cell phone, paging, alpha paging	4
4. Interface problem call and resolutions via fax, Email, paging	5
5. Ability to assign notification method based on pre-defined individual preferences	4
6. Number of successful customer site references	4

Field Service	Weighting	Score	Comments
1. Dispatching (based on technician availability)
2. Visibility to helpdesk to Field Support availability
3. Automatic notification based on user defined criteria
4. Interface with General Ledger (which packages/)
5. Ability to charge-back to restaurants

Asset Management	Weighting	Score	Comments
1. Asset Tracking
2. Link to existing Asset Management systems
3. Warranty
4. Spare center management
5. Visibility to inventory level by Helpdesk
6. Lease tracking

Change Management	Weighting	Score	Comments
1. Online change submission, approval and status update
2. Link changes to systems affected (hardware and/or software)
3. Ability to track relationship between change and activities or tickets
4. Multiple authorization or approval levels
5. Audit trail and history of all changes
6. Identify to helpdesk analyst any recent changes that could be involved with problem being reported
7. Full text search capabilities
8. Sorting & filtering capabilities on changes (user defined)

Tools	Weighting	Score	Comments
1. Spelling / Grammar Checking	3
2. Instant Messaging	3
3. Export data into Microsoft office tool, Notes, ASCII format	5
4. Ability to use reporting tools such as Crystal Reports	5

Architecture	Weighting	Score	Comments
1. Support Requirements from JBX	4
2. Open architecture	4
3. Development platform / Ability to run on multiple platforms including Windows 2000	4
4. Scalable	4
5. Compatibility with JBX technology decisions / In-house knowledge of data engine and development language	4
6. Workstation and server requirements	4
7. Consistent application across platforms	4
8. Back-up and recovery capabilities	4
9. Scheduling capabilities	4
10. Expected system response time for input and queries	4
11. Ease of installation	3
1. On-line Help (context sensitive, user definable)	4
2. Documentation & Training Materials	3

Security	Weighting	Score	Comments
1. Security from outside JBX	3
2. Ease of maintenance and use	3
3. Security by functional areas with varied authority levels	4
4. Provide complete audit trail of user activity	4

Cost	Weighting	Score	Comments
1. Software costs
2. Consulting Fees
3. Hardware requirements
4. Maintenance fees – upgrade charges
5. Are new releases covered by maintenance agreement

Vendor	Weighting	Score	Comments
1. Training	3
2. Implementation Support	4
3. Customer Base	4
4. Financial Stability	5
5. Consulting	4
6. # of Business Partners	3
7. Open forum to development / User Group	3
8. Release history (how long has product been on the market?)	4
9. Frequency of new releases	3

Scoring	Weighting
1. Does not provide functionality 2. Does not meet minimal expectations 3. Meets minimal expectations 4. Meets all expectations 5. Exceeds expectations, adds value	1. Not important / No effect if unavailable 2. Nice to have / Not critical 3. Key factor that should be included 4. Very important / Impacts goal of project 5. Critical / Cannot use software unless it is included