The purpose of the Stakeholder Requirements process is to capture, classify, qualify, promote, and maintain requirements for IT services, from the business and for the management of IT activities. This also involves providing information on the status of all requirements throughout their life cycle.

Definition of stakeholder: “All people who have an interest in an organization, project, IT service etc. Stakeholders may be interested in the activities, targets, resources, or deliverables. Stakeholders may include customers, partners, employees, shareholders, owners, etc.”¹

Outcomes

As a result of the successful implementation of this process:

• IT service stakeholders provide input concerning individual services or collections of services
• An agreement can be defined between IT customers and providers concerning an IT service and IT service components
• Implemented requirements are justified
• IT service management can better meet the stated needs and expectations of customers

Scope

This process is the starting point for the translation of customer needs, typically expressed in business terms, into functional requirements (in IT terms) that can be acted on by other processes. It begins with recognizing, verbalizing, and documenting needs. It ends with an established set of feasible and measurable requirements that is maintained until the requirements are satisfied, changed, or rejected.

Includes

Excludes

¹ITIL® V3 Glossary