Business Requirements Document

Template

for

Your Company Name

Version #.#

Month Day, Year

< Project name goes here >

BUSINESS REQUIREMENTS DOCUMENT

Project 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
Date Revised By Requested By Change Description
No.

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CONTENTS

1 INTRODUCTION.......................................................................................................5
1.1 Background............................................................................................................................. 5
1.1.1 Current Situation / Business Need...............................................................................5
1.1.2 Project Objectives........................................................................................................ 5
1.2 Scope....................................................................................................................................... 5
1.2.1 Out Of Scope................................................................................................................ 5
1.3 Desired Outcomes.................................................................................................................. 5
1.4 Stakeholders and End Users................................................................................................. 5
1.5 Dependencies......................................................................................................................... 6
1.6 Risks / Issues.......................................................................................................................... 6
1.7 Assumptions........................................................................................................................... 6

2 CURRENT STATE.....................................................................................................7
2.1 Description.............................................................................................................................. 7
2.1.1 Business Processes..................................................................................................... 7
2.1.2 Systems....................................................................................................................... 7
2.1.3 People / Organization................................................................................................... 7
2.1.4 Other............................................................................................................................ 8
2.2 Challenges and Opportunities............................................................................................... 8
2.2.1 Challenges................................................................................................................... 8
2.2.2 Opportunities................................................................................................................ 8
2.3 Information Transfers............................................................................................................. 8

3 PROPOSED STATE..................................................................................................9
3.1 Proposed Vision..................................................................................................................... 9
3.2 Benefits................................................................................................................................... 9
3.3 Proposed Business Processes............................................................................................. 9
3.4 Business Requirement Descriptions....................................................................................9
3.5 Systems................................................................................................................................. 10
3.6 Information Transfers........................................................................................................... 10
3.7 Minimum / Recommended Performance Considerations.................................................10
3.8 People / Organization........................................................................................................... 10
3.9 Optional Features................................................................................................................. 10
3.10 Impacts on Other Business Areas....................................................................................10
3.11 Future Considerations....................................................................................................... 10

4 BUSINESS REQUIREMENTS................................................................................12

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4.1 Requirement Format............................................................................................................ 12

4.2 Example Requirement.......................................................................................................... 13

5 IMPLEMENTATION CONSIDERATIONS...............................................................15
5.1 Critical Dates......................................................................................................................... 15
5.2 Constraints and Dependencies...........................................................................................15
5.3 Disaster Recovery Considerations.....................................................................................15
5.4 Security Requirements......................................................................................................... 15
5.5 Statutory and Regulatory Requirements............................................................................15
5.6 Training.................................................................................................................................. 16

6 ADDITIONAL INFORMATION................................................................................17
6.1 Reference Material................................................................................................................ 17
6.2 Glossary of Terms................................................................................................................... 17

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1 INTRODUCTION
1.1 Background
In a few paragraphs, introduce the project and why we are doing it.

1.1.1 Current 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?

1.1.2 Project Objectives

What does the project hope to achieve?

1.2 Scope
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.

1.2.1 Out Of Scope

To add clarity, indicate what is out of scope.

1.3 Desired Outcomes

Summarize the desired end result(s) of the project.

1.4 Stakeholders 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 / Impact

List the stakeholder (manager Add the job function or the area of impact
level and above)

1.5 Dependencies
List dependencies that have been identified and are being actively managed. These could be
dependencies on other projects, resources, people or business areas/functions.

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The following dependencies have been identified and are being actively managed:

Dependency Description Dependency Type Coordination Approach

List the Add a brief description of the Are we dependent on What measures are in
dependency name dependency the project? Are they place to manage the
dependent on us? Or dependency?
both?

1.6 Risks / 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 Approach

List the risk / issue name What is the likelihood it will What mitigation approach will be used
occur? If it does occur, to manage the risk?
how significant is the
impact?

1.7 Assumptions
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

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2 CURRENT 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.

2.1 Description
2.1.1 Business 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.

Person, Team or Other

Activity
Business Area process
Name
name

Person, Team or Activity

Business Area Name

These are called

This shows what activities comprise the process and who
Person, Team or swimlanes. They are used performs each activity/task.
Business Area to show who performs each
activity/task
You can also add information regarding tools/systems used etc

2.1.2 Systems

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.

2.1.3 People / 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.

2.1.4 Other

Provide other detailed information relating to the Current State not covered in the preceding sections. For
example:

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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.

2.2 Challenges 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.

2.2.1 Challenges

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 >

2.2.2 Opportunities

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 >

2.3 Information 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.

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3 PROPOSED 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.

3.1 Proposed Vision

Provide a high-level overview or vision of the Proposed State and the expected outcomes.

3.2 Benefits
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.

3.3 Proposed 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.

Person, Team or Other

Activity
Business Area process
Name
name

Person, Team or Activity

Business Area Name

These are called

This shows what activities comprise the process and who
Person, Team or swimlanes. They are used performs each activity/task.
Business Area to show who performs each
activity/task
You can also add information regarding tools/systems used etc

3.4 Business 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.

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3.5 Systems
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.

3.6 Information 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).

3.7 Minimum / Recommended Performance Considerations

Outline the expected performance criteria (minimum and recommended) for the proposed business
processes and solution.

3.8 People / 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.

3.9 Optional Features

Detail any features that may enhance the value of the overall effort, but that are not required as a part of
this project.

3.10 Impacts 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.

3.11 Future 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.

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Scoping Approvals Name Signature Date

Business Line Sponsor:

IT SIO Sponsor:

Business Requirements
QC Manager:

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4 BUSINESS 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.

4.1 Requirement 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

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4.2 Example Requirement

The following sections provide an example of how to structure business requirements in the BRD.

2.0 Obtain Customer Information

Process Diagram

CUSTOMER
other
customer & other driver detail known CUSTOMER
driver detail info

vehicle garaging mailing /

address new / update
alternate

Obtain
Customer garaging
VEHICLE
CAMPAIGN solicitation / Information address
response
channel
vehicle detail

reason csutomer & other

forcall driver detail
CALL QUOTE

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)

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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 Information

2.1 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
customers 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 customers home address as the default
risk address for the vehicles.

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5 IMPLEMENTATION CONSIDERATIONS
5.1 Critical 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.

5.2 Constraints and Dependencies

Include any constraints and dependencies that may impact the projects ability to achieve the planned
outcomes.

5.3 Disaster Recovery Considerations

List the expected functionality that must be available in the event of a disaster.

5.4 Security 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:

http://intranet.axa-financial.com/Teams/RiskMgmt/Info_Security_Library.html#forms

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.

5.5 Statutory 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)

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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.

5.6 Training

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.

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6 Additional Information
6.1 Reference 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 Location

Enter the Document Enter a description of the document,
Number here 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

6.2 Glossary 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 Definition
Enter phrase, acronym, or Enter the definition here
abbreviation here

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