ITIL 4
Service management practices – ITIL 4

ITIL 4 5.2.2: Business analysis

What does 5.2.2 require?

Examines a business or part of it, sets out what it needs, and recommends solutions that meet those needs or solve a business problem in ways that help stakeholders create value, looking at the whole picture: strategy, policies, information, technology, processes and organizational change. Business analysts study systems, processes, services and architectures in their context; find and rank what needs improving and where innovation is possible; evaluate and suggest actions (which may be changes to process, structure or staff development, not only to IT); document business requirements for supporting services; and recommend and validate solutions with stakeholders. They separate utility, or functional, requirements specific to a product from warranty, or non-functional, requirements, for which a library of predefined acceptance criteria should be maintained. The practice contributes to strategic decisions, to evaluation and improvement, to gathering requirements in engage, to high-quality design, to defining the agreed solution, and to using delivery data when services are changed.

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