Collect and transform stakeholder
needs, expectations, constraints, and interfaces into
The needs of relevant stakeholders
(e.g., customers, end users, suppliers, builders, testers,
manufacturers, logistics support personnel, service delivery
personnel) are the basis for determining stakeholder
requirements. Stakeholder needs, expectations, constraints,
interfaces, operational concepts, and service concepts are
analyzed, harmonized, refined, and elaborated for translation
into a set of stakeholder requirements.
Requirements collected from
customers and end users of the service to be delivered are
documented in the service agreement. These requirements are
also used to derive requirements for the service system. These
derived requirements are combined with other requirements
collected for the service system to result in the complete set
of stakeholder requirements.
Refer to the Service Delivery process
area for more information about analyzing existing agreements
and service data.
These stakeholder requirements
should be stated in language that the stakeholders can
understand yet precise enough for the needs of those
developing the service or service system.
of stakeholder requirements include the
level agreement requirements
- Requirements from
agreements with other
- Customer and end-user
constraints on the conduct of verification and
- Staffing level
- Engage relevant stakeholders
using methods for eliciting needs, expectations,
constraints, and external interfaces.
Eliciting goes beyond collecting
requirements by proactively identifying additional
requirements not explicitly provided by customers through
surveys, analyses of customer satisfaction data, prototypes,
- Transform stakeholder needs,
expectations, constraints, and interfaces into stakeholder
The various inputs from relevant
stakeholders must be consolidated, missing information must
be obtained, and conflicts must be resolved in documenting
the recognized set of stakeholder
- Define constraints for
verification and validation.