Dashboards Dashboard-type technology is useful to allow ‘see at a glance’ visibility of overall IT service performance and availability levels. Such displays can be included in management-level reports to users and customers – but can also give real-time information for inclusion in IT
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Diagnostic utilities It could be extremely useful for the Service Desk and other support groups if the technology incorporated the capability to create and use diagnostic scripts and other diagnostic utilities (such as, for example, case-based reasoning tools) to assist with earlier diagnosis of
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Discovery/Deployment/Licensing technology In order to populate or verify the CMS data and to assist in Licence Management, discovery or automated audit tools will be required. Such tools should be capable of being run from any location on the network and allow interrogation and recovery
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Integrated CMS The tool should have an integrated CMS to allow the organization’s IT infrastructure assets, components, services and any ancillary CIs to be held, together with all relevant attributes, in a centralised location – and to allow relationships between each to be stored
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Integration with Business Service Management There is a trend within the IT industry to try to bring together business-related IT with the processes and disciplines of IT Service Management – some call this Business Service Management. To facilitate this, business applications and tools need to be interfaced
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Remote control It is often helpful for the Service Desk Analysts and other support groups to be able to take control of the user’s desk-top (under properly controlled security conditions) so as to allow them to conduct investigations or correct settings, etc. Facilities to
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Reporting The technology should incorporate good reporting capabilities, as well as allow standard interfaces which can be used to input data to industry-standard reporting packages, dashboards, etc. Ideally, instant, onscreen as well as printed reporting can be provided through the use of context-sensitive
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Workflow or process engine A workflow or process control engine is needed to allow the pre-definition and control of defined processes such as an Incident Lifecycle, Request Fulfilment Lifecycle, Problem Lifecycle, Change Model, etc.
This should allow responsibilities, activities, time scales, escalation paths and alerting to be
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Self-Help Technology should support some form of web front-end allowing web pages offering a menu-driven range of Self-Help and Service Requests, with a direct interface into the back-end process-handling software. | 
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