BUSINESS PROBLEM DESCRIPTION

You cannot define the technical solution without first delving into the details behind the business problem. To do that, you begin by discussing requirements with all the potential stakeholders in the solution. You then identify actors and the actions they take. Follow this process to craft a suitable solution. Let’s begin with the requirements.

Requirements Discussion

In many cases, organizations already have some kind of helpdesk ticketing system in place. If they don’t, odds are good that someone in the IT support department has worked with such systems in the past. In both cases, your company probably has one or a few helpdesk “super stars” (who you can probably name without thinking as you read this). All these are good sources for business requirements.