Publication Date: 2024/02/27
Abstract: The vast advancements of modern Information Technology Service Management (ITSM) solutions, which cover a wide spectrum of business processes, have resulted inincreased customer expectations,whicharetranslated into complexfunctional/ non-functional requirements for ITSM implementation projects.Typically, implementing such complex requirements involves an experienced third-party vendor,who eventuallyimposes logistical constraints that limit the use of theentire Agile model and steers the projecttowards the traditional Waterfall model.On the other hand, there are legitimate reasons for employingthe Agile model. These reasons are either relatedto better management of requirements analysis, handling challenges in the new ITSM solutions especially with continuously added features, oraddressing unanticipated events during the project execution. This paper presents a systematic approach to employ the Agile-Waterfall hybrid model for better efficiency throughout the ITSM implementation project phases. The model classifies the requirements into two types: (1) customer functional/non-functional requirements and (2) ITSM solution-specific requirements. Based on their initial analysis, the model creates structured information about each requirement which facilitates its implementation or future analysis, if needed. Additionally, it utilizes the Agile Change Management process, with pre-defined criteria, to addressrequirement analysis activities that result from unexpected events during the implementation phase. With a balance between flexibility and control, the end result is a verified implementation meeting all project requirements, utilizing advanced ITSM features, with solid documentation, and satisfied parties.
Keywords: ITSM, Agile-Waterfall Hybrid, Requirement Analysis, Information Technology Service Management, Project Management.
DOI: https://doi.org/10.5281/zenodo.10726478
PDF: https://ijirst.demo4.arinfotech.co/assets/upload/files/IJISRT24FEB1026.pdf
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