Authors :
Abdullatif A. Al-Zahrani; Jassim A. Al-Selham; Safran A. Al-Safran
Volume/Issue :
Volume 9 - 2024, Issue 2 - February
Google Scholar :
http://tinyurl.com/2f4yskm2
Scribd :
http://tinyurl.com/mr2dfjbs
DOI :
https://doi.org/10.5281/zenodo.10726478
Abstract :
The vast advancements of modern
Information Technology Service Management (ITSM)
solutions, which cover a wide spectrum of business
processes, have resulted inincreased customer
expectations,whicharetranslated into complexfunctional/
non-functional requirements for ITSM implementation
projects.Typically, implementing such complex
requirements involves an experienced third-party
vendor,who eventuallyimposes logistical constraints that
limit the use of theentire Agile model and steers the
projecttowards the traditional Waterfall model.On the
other hand, there are legitimate reasons for
employingthe Agile model. These reasons are either
relatedto better management of requirements analysis,
handling challenges in the new ITSM solutions especially
with continuously added features, oraddressing
unanticipated events during the project execution.
This paper presents a systematic approach to
employ the Agile-Waterfall hybrid model for better
efficiency throughout the ITSM implementation project
phases. The model classifies the requirements into two
types: (1) customer functional/non-functional
requirements and (2) ITSM solution-specific
requirements. Based on their initial analysis, the model
creates structured information about each requirement
which facilitates its implementation or future analysis, if
needed. Additionally, it utilizes the Agile Change
Management process, with pre-defined criteria, to
addressrequirement analysis activities that result from
unexpected events during the implementation phase.
With a balance between flexibility and control, the end
result is a verified implementation meeting all project
requirements, utilizing advanced ITSM features, with
solid documentation, and satisfied parties.
Keywords :
ITSM, Agile-Waterfall Hybrid, Requirement Analysis, Information Technology Service Management, Project Management.
The vast advancements of modern
Information Technology Service Management (ITSM)
solutions, which cover a wide spectrum of business
processes, have resulted inincreased customer
expectations,whicharetranslated into complexfunctional/
non-functional requirements for ITSM implementation
projects.Typically, implementing such complex
requirements involves an experienced third-party
vendor,who eventuallyimposes logistical constraints that
limit the use of theentire Agile model and steers the
projecttowards the traditional Waterfall model.On the
other hand, there are legitimate reasons for
employingthe Agile model. These reasons are either
relatedto better management of requirements analysis,
handling challenges in the new ITSM solutions especially
with continuously added features, oraddressing
unanticipated events during the project execution.
This paper presents a systematic approach to
employ the Agile-Waterfall hybrid model for better
efficiency throughout the ITSM implementation project
phases. The model classifies the requirements into two
types: (1) customer functional/non-functional
requirements and (2) ITSM solution-specific
requirements. Based on their initial analysis, the model
creates structured information about each requirement
which facilitates its implementation or future analysis, if
needed. Additionally, it utilizes the Agile Change
Management process, with pre-defined criteria, to
addressrequirement analysis activities that result from
unexpected events during the implementation phase.
With a balance between flexibility and control, the end
result is a verified implementation meeting all project
requirements, utilizing advanced ITSM features, with
solid documentation, and satisfied parties.
Keywords :
ITSM, Agile-Waterfall Hybrid, Requirement Analysis, Information Technology Service Management, Project Management.
