Issues in IT Service-Oriented Requirements Engineering

Australasian Journal of Information Systems

Alexia Hunter¹  Lemai Nguyen¹  Sharman Lichtenstein¹ 

[1] Sharman Lichtenstein

关键词: requirements engineering;    service;    case study;    WWW;   

DOI  :  10.3127/ajis.v13i1.70

学科分类：计算机科学（综合）

来源: University of Canberra * Faculty of Information Sciences and Engineering

【 摘 要 】

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.

【 授权许可】

Unknown