PinkVERIFY™ 2011 ITSM Tool Assessment Criteria

Service Catalog Management

Purpose: “…[P]rovide and maintain a single source of consistent information on all operational services
and those being prepared to be run operationally, and to ensure that it is widely available to those who
are authorized to access it.” (SD 4.2.1)
Activities: Agree and document service definitions; agree with service portfolio management the
contents of the service catalog and service portfolio; produce and maintain the service catalog(s); record
and make available views of business process service dependencies, inter-service dependencies, and
service configuration item dependencies; ensure that support, ownership, and service level information is
correctly represented in the service catalog. (SD 4.2.5)

General Platform Criteria Assessment Questions

PinkVERIFY #
General Platform Criterion Assessment Question
ISS #
Vendor Response: (cell expands to accommodate response)
SCM-11-G-001 Does the tool use ITIL® 2011 Edition process terms and align to ITIL 2011
N/A Edition workflows and process integrations?
Comment:
SCM-11-G-002 Access Permissions
10.7 Does the tool have controls that prevent unauthorized access?
Provide an overview description of the tool’s security permissions’ capability, structure and authority basis
(e.g.: based on role, organization, location).
SCM-11-G-003 Does the tool support designating fields as mandatory?
N/A
Provide an overview:
SCM-11-G-004 Does the tool provide out-of-the-box reports and facilitate flexible (ad hoc)
N/A report generation?
Provide an overview:
SCM-11-G-005 Does the tool facilitate the production of management reports from historical
N/A records?
Provide an overview:
SCM-11-G-006 Does the tool provide an audit trail for record information and updates? For
N/A example: IDs of individuals or groups opening, updating and closing records;
dates and times of status and activities updates, types of activities.
Describe:
SCM-11-G-007 Does the tool automate notification and escalation to keep IT and users
N/A informed of potential issues or progress?
Describe:
SCM-11-G-008 Does the tool provide facilities within the tool database for archiving closed
N/A records?
Describe:
SCM PV 2011 Assessment Criteria Aug 2014 Page 1 of 4
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PinkVERIFY™ 2011 ITSM Tool Assessment Criteria

Service Catalog Management

Core Criteria Assessment Questions
PinkVERIFY #
Core Criterion Assessment Question
ISS #
Vendor Response: (cell expands to accommodate response)
SCM-11-C-001 Service Descriptions
10.1 Does the tool accommodate service descriptions?
Describe (can include screenshots):
SCM-11-C-002 Does the tool facilitate the ability to design a structured content framework?
N/A For example: Service Category Types such as Professional Services
(Support, Consulting, Service Management); Technical Services (Business
Services – Loan Services, Payroll, Accounts Payable; IT Services –
Application Hosting, Network Services); Service Offerings (ordering a laptop,
on-boarding a new employee).
Describe (can include screenshots):
SCM-11-C-003 Does the tool facilitate the ability to publish different service levels for the
N/A same service (e.g.: Bronze, silver, gold levels)?
Describe (can include screenshots):
SCM-11-C-004 Mapping the Catalog
10.2 Does the tool enable a view of the service catalog (with links and
dependencies)?
Describe (can include screenshots):
SCM-11-C-005 Does the tool have pre-packaged Service Catalog content and configurable
N/A service definition templates?
Describe (can include screenshots):
SCM-11-C-006 Electronic Access
10.6 Can users/staff access the service catalog electronically? That is as an
intranet or web service.
Describe (can include screenshots):
SCM-11-C-007 Service and Technical Catalogs
10.3 Does the tool distinguish between a service and technical catalog? Given they
are for different audiences, this is an important distinction.
Describe (can include screenshots):
SCM-11-C-008 Does the tool facilitate the ability to provide a view of services associated to
N/A specific business functions based on usage or subscription? For example,
ability to build and provide a "My Service Catalog" view
Describe (can include screenshots):

SCM PV 2011 Assessment Criteria Aug 2014 Page 2 of 4

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PinkVERIFY™ 2011 ITSM Tool Assessment Criteria

Service Catalog Management

PinkVERIFY #
Core Criterion Assessment Question
ISS #
Vendor Response: (cell expands to accommodate response)
SCM-11-C-009 Catalog Integration
10.9 Does the tool have the ability to assign different status codes as it progresses
through the device lifecycle?
Describe (can include screenshots):
SCM-11-C-010 Does the tool facilitate the creation of user-defined business rules, workflow
N/A automation and service mapping in support of the review, approval and task
routing-based requests of published services? For example: task-routing links
required to fulfill ordering an imaged desktop
Describe (can include screenshots):
SCM-11-C-011 Does the tool incorporate a search engine to facilitate the requestor's ability to
N/A quickly find services they desire?
Describe (can include screenshots):
SCM-11-C-012 Access Instructions
10.8 Does the tool enable access instructions to be documented as part of the
service catalog?
Describe (can include screenshots):
SCM-11-C-013 Catalog Structure
10.10 Does the tool enable the design of the catalog through a structure within the
tool? E.g., a framework to accommodate the content.
Describe (can include screenshots):
SCM-11-C-014 Does the tool support and maintain the service lifecycle stages? For example:
N/A Requirements, Definition, Analysis, Approval, Charter, Design, Development,
Build, Test, Release, Operational/live, Retiring, Retired?
Describe (can include screenshots):

SCM PV 2011 Assessment Criteria Aug 2014 Page 3 of 4

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PinkVERIFY™ 2011 ITSM Tool Assessment Criteria

Service Catalog Management

Integration Criteria Assessment Questions
PinkVERIFY #
Integration Criterion Assessment Question
ISS #
Vendor Response: (cell expands to accommodate response)
SCM-11-I-001 Does the Service Catalog integrate with IT Service Desk or Incident
N/A Management systems?
Describe (can include screenshots):
SCM-11-I-002 Technical Catalog
10.4 Does the tool show the technical components (CIs) that are used to deliver
any specific service? This may require integration with the CMDB.
Describe (can include screenshots):
SCM-11-I-003 Request Fulfilment Link
10.5 Does the tool integrate with request fulfilment such that user orders can be
placed electronically?
Describe (can include screenshots):
SCM-11-I-004 Does the tool allow the requestor to monitor the status of request fulfillment
N/A service delivery?
Describe (can include screenshots):
SCM-11-I-005 Does the tool support the ability to include service request forms for the
N/A ordering of service components?
Describe (can include screenshots):
SCM-11-I-006 Does the Service Catalog link to appropriate SLAs or OLAs in order to
N/A measure request fulfillment against targets?
Describe (can include screenshots):
SCM-11-I-007 Does the tool provide the ability to define and manage Business Agreements
N/A against the Services contained in the Service Catalog?
Describe (can include screenshots):
SCM-11-I-008 Does the Service Catalog provide views into services which have vendor
N/A involvement, and allow an insight into their performance?
Describe (can include screenshots):
SCM-11-I-009 Does the tool integrate with financial systems to link IT Services in the Catalog
N/A to General Ledger and Costing tools?
Describe (can include screenshots):

SCM PV 2011 Assessment Criteria Aug 2014 Page 4 of 4

©Pink Elephant 2014. All rights reserved. ITIL® is a Registered Trade Mark of AXELOS Limited.