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Issues in IT service-oriented requirements engineering

Lichtenstein, Sharman, Nguyen, Lemai and Hunter, Alexia 2004, Issues in IT service-oriented requirements engineering, in AWRE’04 : Ninth Australian Workshop on Requirements Engineering, AWRE, Adelaide, S. Aust..

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Title Issues in IT service-oriented requirements engineering
Author(s) Lichtenstein, Sharman
Nguyen, Lemai
Hunter, Alexia
Conference name Australian Workshop on Requirements Engineering (9th : 2004 : Adelaide, S. Aust.)
Conference location Adelaide, S. Aust.
Conference dates 6-7 December 2004
Title of proceedings AWRE’04 : Ninth Australian Workshop on Requirements Engineering
Publication date 2004
Publisher AWRE
Place of publication Adelaide, S. Aust.
Keyword(s) IT service management
IT services
web services
requirements engineering
Summary Corporate information technology (IT) management is increasingly service-oriented, offering continuous evaluation and improvement of application, communication, delivery and support services to internal and external customers. Service-oriented requirements engineering (SoRE) plays a significant role in identifying and specifying service requirements, formally defined through service-level agreements (SLAs). However, the new frameworks and approaches emerging to guide these developments have not yet addressed how requirements for such services can be effectively developed, nor identified the diverse issues involved. We report a case study of a web services team development of requirements for an internal Service Desk service. The study revealed five main issues of concern when developing service provider requirements: service roles, responsibilities and accountability; service performance metrics; resolution of conflicting stakeholder service requirements; customer acceptance of service change; and service provider team structure. This study suggests that in the new IT services era, new techniques and approaches are needed for eliciting and determining provider and customer requirements that involve key stakeholder groups equitably and more closely negotiate the sometimes-conflicting provider and customer needs.
ISBN 1920927204
9781920927202
Language eng
Field of Research 080608 Information Systems Development Methodologies
HERDC Research category E1 Full written paper - refereed
Persistent URL http://hdl.handle.net/10536/DRO/DU:30005308

Document type: Conference Paper
Collections: School of Information Systems
Higher Education Research Group
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