Paper Info
Title
Issues In It Service-Oriented Requirements Engineering
Abstract
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.
Year
Venue
Keywords
2005
AUSTRALASIAN JOURNAL OF INFORMATION SYSTEMS
IT service management, IT services, web services, socio-technical, requirements engineering
Field
DocType
Volume
Service design,Service level objective,Service system,Knowledge management,Service provider,Service level requirement,Application service provider,Customer Service Assurance,Service delivery framework,Process management,Business
Journal
13
Issue
ISSN
Citations 
1
1449-8618
17
PageRank 
References 
Authors
0.82
14
3
Name
Order
Citations
PageRank
Sharman Lichtenstein112114.91
Lemai Nguyen217617.41
Alexia Hunter3221.78