Business Requirement Template ITSM- Part 3(Problem Management)

[Dhruv Gupta1]

Requirement gathering during the kickoff meeting is and will always be a crucial step. Since it’s a stepping-stone for any implementation, it’s crucial that it should not be messed up and it must go in a smooth way.

 Part 1 for Incident Management

Part 2 for Change Management

I am attaching the business requirement-gathering template that I have been using for collecting the requirement for Problem Management. This is an excel file having multiple sheets each containing a specific topic. The topics included are as follows:

• Problem form
• Choice Fields
• Notifications
• State Propagation Matrix
• Incident(Related List)
• Problem Task(Related List)
• SLA
• Role & Privilege
• Reporting
• Integration Requirement
• Other Requirements

Each sheet has what we get OOB and some of the best practices (based on my experience).

REQUEST:

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In case you need any help, please do connect with me. It will be my pleasure to help you.

 Happy Learning Guys!!!

----->Dhruv Gupta

[Frank Eck4]

Hi Dhruv,

thats a nice one, thanks. Nevertheless I would recommend before doing any requirement gathering to have a process definition in place and what the expected business output and value is.

Seen to many customers who were able to define excellent requirements but haven't thought about the business value they are looking for or even didn't have a process description in place.

From my view you need to have a combined view of business purpose, process definition, dependencies and technical capabilities of the platform.

Have a great day and stay healthy.

Kind regards,

Frank

[Dhruv Gupta1]

Thanks for the feedback. The approach you mention is the one I follow and this document help me to stay on phase one for go-live🙂

[Divya Mittal]

Great document Dhruv. Do you have something for catalog

[Fuki]

please let me know if you find any one 

[Ravi868825]

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