RFP VOL-I.pdf - National Crime Records Bureau

CCTNS Functional & Technical Specifications• The solution should provide web based administration so that the same can be performedfrom anywhere.• It should have a customized Management Dashboard for senior executives with live reportsfrom helpdesk database.The proposed helpdesk solution must be certified from external agenciesThe proposed helpdesk solution must provide flexibility of logging, viewing, updating andclosing incident manually via web interface.The proposed helpdesk solution must provide seamless integration to log incidentautomatically via system and network management.The proposed helpdesk solution must be able to provide flexibility of incident assignmentbased on the workload, category, location etc. The system must have an escalation policythat will allow flexibility of associating with different criteria like device/asset/system,category of incident, priority level, organization and contact.The proposed helpdesk solution must provide classification to differentiate the incident viamultiple levels/tiers of categorization, priority levels, severity levels and impact levels.The proposed helpdesk solution must provide web-based knowledge database to storeuseful history incident resolution.The proposed helpdesk solution must have a strong reporting module built in it to generatevarious KPI / KQI related metrics and reports for the service support processes includingIncident Management, Problem Management etc.The proposed helpdesk solution must be able to log and escalate user interactions andrequests.The proposed helpdesk solution must have the ability to track work history of calls tofacilitate troubleshooting.The proposed helpdesk solution must support tracking of SLAfor call requests within thehelp desk through service types.The proposed helpdesk solution must support request management, problem management,configuration management and change order management.The proposed helpdesk solution must be capable of assigning call requests to technical staffmanually as well as automatically based on predefined rules, and should supportnotification and escalation over email, web etc.Assam Police Page 309