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ITIL :: View topic - Service Level Requirements gathering
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Service Level Requirements gathering

 
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Timo
Senior Itiler


Joined: Oct 26, 2007
Posts: 295
Location: Calgary, Canada

PostPosted: Wed Dec 05, 2007 10:01 am    Post subject: Service Level Requirements gathering Reply with quote

Hello folks,

here is a question regarding best practices for doing SLRs. A large client of ours is looking to gather and document SLRs for a company wide enterprise system. THe system has more than 10000 individual users and naturally we will need to be very careful indentifying our target inteview and workshop audiences in order to ensure everybody's interest is represented.

We have understanding regarding drivers and objectives of this initiative. My question is whether anybody can share their experience or best practices in conducting requirements gathering on such large scale. While we have already identified our approach and concrete steps we'll be taking, I am sure that we can always improve on that approach that we have selected and make some positive adjustments as we go along.

Thanks in advance,

Michael
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UKVIKING
Senior Itiler


Joined: Sep 16, 2006
Posts: 3293
Location: London, UK

PostPosted: Wed Dec 05, 2007 9:58 pm    Post subject: Reply with quote

One of the keys should be

what is the service and quality of service that is expected by the customer / users

Also please note there is a difference between customer and user

customer pays ... users use
_________________
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
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Timo
Senior Itiler


Joined: Oct 26, 2007
Posts: 295
Location: Calgary, Canada

PostPosted: Thu Dec 06, 2007 3:26 am    Post subject: Reply with quote

Good point, we are talking users here. Thanks.
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