< Project name goes here >
Business Requirements Document Template
for
Your Company Name
Version #.#
MonthDay, Year
BUSINESS REQUIREMENTS DOCUMENTProject Name:
Project Identifier:
Executive Sponsor:
(LOB) Project Manager:
IT Project Manager:
IT Relationship Manager:
Business Requirements QC Manager:
Date Submitted:
Date Approved by Executive Sponsor:
Date Approved by Governance Committee:
Change History
Version No. / Date / Revised By / Requested By / Change DescriptionCONTENTS
1INTRODUCTION
1.1Background
1.1.1Current Situation / Business Need
1.1.2Project Objectives
1.2Scope
1.2.1Out Of Scope
1.3Desired Outcomes
1.4Stakeholders and End Users
1.5Dependencies
1.6Risks / Issues
1.7Assumptions
2CURRENT STATE
2.1Description
2.1.1Business Processes
2.1.2Systems
2.1.3People / Organization
2.1.4Other
2.2Challenges and Opportunities
2.2.1Challenges
2.2.2Opportunities
2.3Information Transfers
3PROPOSED STATE
3.1Proposed Vision
3.2Benefits
3.3Proposed Business Processes
3.4Business Requirement Descriptions
3.5Systems
3.6Information Transfers
3.7Minimum / Recommended Performance Considerations
3.8People / Organization
3.9Optional Features
3.10Impacts on Other Business Areas
3.11Future Considerations
4BUSINESS REQUIREMENTS
4.1Requirement Format
4.2Example Requirement
5IMPLEMENTATION CONSIDERATIONS
5.1Critical Dates
5.2Constraints and Dependencies
5.3Disaster Recovery Considerations
5.4Security Requirements
5.5Statutory and Regulatory Requirements
5.6Training
6Additional Information
6.1Reference Material
6.2Glossary of Terms
1INTRODUCTION
1.1Background
In a few paragraphs, introduce the project and why we are doing it.
1.1.1Current Situation / Business Need
Provide a background and description of project, including factual information on the current situation and business need. What is the impact of this problem on the business? Is there anything depending on this project?
1.1.2Project Objectives
What does the project hope to achieve?
1.2Scope
Describe the boundaries of the business process. Detail what is included (deliverables, product areas, etc.) within the scope of this BRD – bullet points are OK.
1.2.1Out Of Scope
To add clarity, indicate what is out of scope.
1.3Desired Outcomes
Summarize the desired end result(s) of the project.
1.4Stakeholders and End Users
Identify the primary / key stakeholders and users impacted by the project. These can include the actual users of the system, managers of any impacted systems that need to be modified, and the senior executive / sponsor of the project, among others.
The following Stakeholders and End Users have been identified:
Stakeholder / Job Function / ImpactList the stakeholder (manager level and above) / Add the job function or the area of impact
1.5Dependencies
List dependencies that have been identified and are being actively managed. These could be dependencies on other projects, resources, people or business areas/functions.
The following dependencies have been identified and are being actively managed:
Dependency / Description / Dependency Type / Coordination ApproachList the dependency name / Add a brief description of the dependency / Are we dependent on the project? Are they dependent on us? Or both? / What measures are in place to manage the dependency?
1.6Risks / Issues
List any risks / issues that have been identified and are being actively managed. Include high-level risks and issues rather than smaller day-to-day ones.
The following project risks have been identified and will need to be managed to ensure the project is successfully launched on schedule:
Risk / Issue / Likelihood / Impact / Mitigation ApproachList the risk / issue name / What is the likelihood it will occur? If it does occur, how significant is the impact? / What mitigation approach will be used to manage the risk?
1.7Assumptions
Clearly detail all assumption in relation to this BRD. For example:
This BRD assumes that ABC will continue to be the external provider of service XYZ.
The following Assumptions have been identified at this time:
- Assumption #1
- Assumption #2
- Assumption #3
- Assumption #n
2CURRENT STATE
The Current State section of the BRD provides factual information describing how the business currently operates, and any problems or enhancements that will be addressed by the project.
NOTE: If you do not include this section in the BRD you are required to provide the information in a separate document that is signed off by the business.
2.1Description
2.1.1Business Processes
Provide diagrams of the current business processes. Include details such as activities being undertaken, who undertakes the activities and systems and tools used. Swimlane process maps (see below) may be useful. Written explanation may also be required.
2.1.2Systems
Outline the systems involved in the current business processes. Include system names and the specifics of their involvement with this project. Systems can also be indicated on the process maps. Context Diagrams may be used as well.
2.1.3People / Organization
Detail the people involved in the current business process and organizational structure if relevant – include details such as team names and roles, if known, and their involvement within the current processes. This may be covered by the process map(s) in Section 2.1.1 above. For example:
Operators within the Admin Processing Team are required to manually manipulate reports on a daily basis, which takes between 1 and 2 hours.
2.1.4Other
Provide other detailed information relating to the Current State not covered in the preceding sections. For example:
The physical location of the system may need to be changed as the lease on the current floor expires at the end of 2006 and may not be renewed.
2.2Challenges and Opportunities
Your project may be responding to one or more business challenges or opportunities. Enter information into the appropriate section(s). Delete any sections that do not relate to your project.
2.2.1Challenges
Clearly detail the business challenges with the Current State and their impacts on the business. The requirements detailed in later sections of the BRD will refer back to the challenges you are trying to resolve. Challenges can be related to things that are broken, a need for improvement, a compliance need, etc.
Copy this table for each challenge.
Challenge #n / < Name of challenge >Description / < Description of the challenge >
Business Impacts / < Describe the impact the challenge has on the business (for example: rework, reduced adviser satisfaction, loss of sales, compliance breach, etc.) >
Size of Problem / < Include details such as volumes, $$ and FTEs to demonstrate the size of the problem >
Cause / < Describe the root cause of this problem >
2.2.2Opportunities
Clearly detail the business opportunities this project will address. The requirements detailed in later sections of the BRD will refer back to these opportunities.
Copy this table for each opportunity.
Opportunity #n / < Name of opportunity >Description / < Description of the opportunity >
Business Benefits / < Describe the benefits the opportunity may have for the business (for example: sales growth, adviser satisfaction, etc.) >
Size of Opportunity / < Include details such as sales volumes (eg FUA or AP), FTE savings etc to demonstrate the size of the opportunity >
2.3Information Transfers
Describe the information needed to support the current business processes. List information exchanged with other business areas and systems, both inside and outside the enterprise.
3PROPOSED STATE
This section of the BRD provides a description of the proposed business state. In addition to describing the proposed state, you should indicate which aspects represent a change from the current situation.
NOTE: If you do not include this section in the BRD you are required to provide the information in a separate document that is signed off by the business.
3.1Proposed Vision
Provide a high-level overview or vision of the Proposed State and the expected outcomes.
3.2Benefits
List the intended benefits of the Proposed State, and which specific Challenges and Opportunities from Sections 2.2.1 and 2.2.2 that they resolve.
3.3Proposed Business Processes
Provide diagrams of the proposed business processes. Include details such as activities that will be undertaken, who undertakes the activities and systems and the tools used. Swimlane process maps (see below) may be useful. Written explanation may also be required.
3.4Business Requirement Descriptions
List the high-level process groups or requirement functions that need to be addressed to deliver the Proposed State. Provide narrative descriptions of the Proposed Business Processes if available. For example, “Obtain Customer Information” could be one process grouping that further analysis will detail in greater depth in Section 4 of this BRD.
NOTE: The process groupings or requirement functions identified in this section will specifically drive the requirements decomposition, with those results being captured in Section 4.
3.5Systems
Outline the systems involved in the future business processes. Include system names and their particulars involvement with this initiative. Systems employed can also be indicated on the process maps in Section 3.2 above.
NOTE: In this section you are discussing the system requirements from a business perspective, rather than detailing the IS solution.
3.6Information Transfers
Describe the information needed to support future business processes. Include the need for historical information, data conversions or reformatting, and impacts / dependencies with other business areas and systems (both inside and outside the enterprise).
3.7Minimum / Recommended Performance Considerations
Outline the expected performance criteria (minimum and recommended) for the proposed business processes and solution.
3.8People / Organization
Identify any people or organizations impacted by the Proposed State. Include details such as team names, roles, and their involvement within the future processes.
NOTE: This may be covered by the Proposed Business Processes map in Section 3.2 above.
3.9Optional Features
Detail any features that may enhance the value of the overall effort, but that are not required as a part of this project.
3.10Impacts on Other Business Areas
Describe any impacts to other business areas as a result of the Proposed State, if not already described in previous sections.
3.11Future Considerations
Detail any issues or requirements that are not being addressed by the proposed future state due to project constraints (such as time, budget, dependencies, etc.), but that the business may wish to consider at a later date. Make sure you indicate that these are OUT OF SCOPE in the current project. For example:
Once Phase 1 of the XYZ project has been launched successfully, implementation of a report module may provide added value to the business. This report module is OUT OF SCOPE for Phase 1.
Scoping Approvals / Name / Signature / DateBusiness Line Sponsor:
IT SIO Sponsor:
Business Requirements QC Manager:
4BUSINESS REQUIREMENTS
Use the following outline to provide details of the business requirements for the Proposed State. This section of the BRD should provide the detail on the features of the Proposed State and list the planned outcomes.
Section 2 (Current State) and Section 3 (Proposed State) of this BRD should be completed in sufficient detail to provide the feature groupings that will drive the outline of this business requirements section. Section 3.2 should specifically list these high level requirement or feature categories. In the example below, “2.0 Obtain Customer Information” represents one individual Requirement or feature grouping / family.
Where appropriate include tables, diagrams and screen prints to outline business requirements necessary to deliver proposed state.
Use the following format to detail each requirement – repeat the format for each requirement grouping.
4.1Requirement Format
- Requirement Number
- Requirement Title
- Process or Context Diagram
- Summary Process Narrative
- Triggering Event(s) and Pre-Conditions
- Outcome(s) and Post-Conditions
- Alternatives Considered
- Design Considerations / Notes
- Issues / Assumptions / Risks
- Requirements List
4.2Example Requirement
The following sections provide an example of how to structure business requirements in the BRD.
2.0Obtain Customer Information
Process Diagram
Summary Process Narrative
When the agent has picked up the call, the system will display any information about the customer that has been found as a result of a system search and/or entered by the customer through the IVR. The agent will verify the information. The reason for the call, the solicitation channel and the response channel will be recorded.
Customer information will be verified (or entered if it is a new customer with no Customer ID or if the customer does not know their Customer ID). The agent will record information about all drivers who are to be insured, including the relationship between the drivers.
Triggering Event(s) and Pre-Conditions
- Agent available and picks up phone
Outcome(s) and/or Post-Conditions
- Recorded customer information
- Keycode determined
Alternatives Considered
- Through IVR/Not through IVR
- Customer ID available/Not available
- Resident of more than one state
Design Considerations/Notes
- Want ability for reps to re-request CBUS with additional information without doing a manual workaround
- Score and reason codes cannot be altered (security)
- Want ability to capture ANI and link to policy/quote without adding as alternate number
- Ability to capture all phone numbers, but only display the number most commonly used
Issues / Assumptions / Risks
- When do we order the CBUS?
- Is extension still used?
- Determine / design rules to determine head of household – automation exists in OCR project for MQS.
- Customer database needs to be enhanced to allow capture of customer telephone numbers.
- Assume that zip will populate city and state.
- How do we want to deal with referrals?
- When do we advise the agent that the quote will DNQ?
Requirements List
2.0 / Obtain Customer Information2.1 / The system shall be capable of determining a customer exists using on the telephone number that the customer dialed from.
2.2 / The system shall be capable of determining if a customer exists based on the customer’s last name and zip code.
2.3 / The system shall be capable of allowing the agent to record the reason for a call.
2.4 / The system shall be capable of recording the response channel as “phone” when a customer calls in to speak to an agent.
2.5 / The system shall be capable of allowing the agent to record the solicitation channel.
2.6 / The system shall be capable of allowing the agent to record new customer detail.
2.7 / The system shall be capable of allowing the agent to update existing customer information if it has changed.
2.8 / The system shall be capable of recording the details of the agent transferring a call and the details of the agent or department to whom the call was transferred.
2.9 / The system shall be capable of allowing the agent to record other driver information for as many drivers as the customer wishes to insure in the household.
2.10 / The system shall be capable of allowing the agent to record the relationship between the head of the household and other drivers.
2.11 / The system shall be capable of recording the customer’s home address as the default risk address for the vehicles.
5IMPLEMENTATION CONSIDERATIONS
5.1Critical Dates
List any Critical Dates that must be met to ensure the project is a success. For example:
The system must be implemented by August 14 to enable 2006/07 tax statements to be produced.
5.2Constraints and Dependencies
Include any constraints and dependencies that may impact the project’s ability to achieve the planned outcomes.
5.3Disaster Recovery Considerations
List the expected functionality that must be available in the event of a disaster.
5.4Security Requirements
List the security considerations for enabling access to business applications and components for the Proposed State solution.
Using the “Standards for the System Development Life Cycle” form, review the Overview, Requirements, Functional Design and Business Continuity Planning tabs. Each of these sections contains important considerations for the Business Requirements phase. Ensure that the requirements address the issues listed that are relevant to your project.
The “Standards for the System Development Life Cycle” form is available by navigating to:
Teams => Operational Risk Management => Information Security => Forms => Standards for the System Development Life Cycle
It can also be accessed directly at:
Some of the important issues addressed there include security forum reviews, data transfer in and out of the enterprise, third party contractual relationships, risk assessment, key project roles for security, information classification, disaster recovery, integration with standard access control systems, defining user profiles for role based access control, etc. See the form for further details.
5.5Statutory and Regulatory Requirements
Outline statutory or regulatory key controls required for future business processes.
All solutions are affected in some way by federal, state and or local regulations. The key is determining which regulations apply to the Proposed State solution, and what must be done to ensure both immediate and sustained compliance. Some examples of regulations that may apply include:
- Gramm-Leach-Bliley Act (GLBA)
- Health Insurance Portability and Accountability Act (HIPAA)
- Sarbanes-Oxley Act
- California Senate Bill SB-1386 and similar state “security breach” notification requirements
- USA Patriot Act
- SEC, NASD and State Insurance Regulations
It is critical that requirements that pertain to regulatory compliance are clearly identified. This will help ensure that future decision-makers do not inappropriately nullify a compliance requirement due to an imperfect understanding of the intent and consequences.
5.6Training
Identify any training needs for using the new / modified tools or processes. Describe the expected approach for training including who will provide the training, the type of training to be provided, when training needs to occur (timing), the location of training, etc.
6Additional Information
6.1Reference Material
Identify any documents that are referenced in the BRD, and where they may be located.
The following documents are referenced in this document:
Document No. / Description / LocationEnter the Document Number here / Enter a description of the document, including Author, Title, Document Type (for example Business Case, Journal Article, etc.), and Date / Enter URL or other location on the AXA Equitable intranet where the latest version of the document is located
6.2Glossary of Terms
Identify any phrases, acronyms and abbreviations that are used in the BRD and may not be understood by all readers of the requirements document:
The following phrases, acronyms and abbreviations are used throughout this document:
Term / DefinitionEnter phrase, acronym, or abbreviation here / Enter the definition here
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