7.2.1.1. Service Requirements
The Service Requirements process manages the interaction between the service development teams and business user during development of new services. A clear communication channel is set up and a standard service definition document template is created and used to capture business requirements. There is continuous review and signoffs occur after every significant service development phase. This function requires analysis time for alignment with the Service Portfolio process. Business scenario and use cases are developed and a cost-benefit analysis is completed before service development begins.
Key focus areas:
Involvement of all necessary stakeholders.
Documenting business drivers and requirements that can be translated into appropriate service definitions and SLAs.
Clear definition of operational requirements along with alignment with appropriate service tiers
Defining the business scenarios and use cases.
Defining the business users and roles that interact with services development so that user-centric services are created.
Workflow representation of the service in order to understand the components of the service, interactions, and sequence of interrelated actions.
Cost-benefit analysis (Internal versus external).