Define a SMT better. "Service Management" is a very broad term. Do they mean a Service Support tool? If so then my checklist would start with
- service desk functionality
- incident, request, problem, change, release, config, knowledge and service level management functionality
- incident, request, problem and change "tickets"
- users, customers, SLAs, assets and services in same database as the tickets, all linked. This is
as near as you need to get to "CMDB"
- uses ITIL terminology