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Business Analysis (ITIL 4)

Parent Process Reference Framework: ITIL 4

Service Value Stream Activities

Highly impacted Service Value System(SVS) Activities:

  • Plan
  • Engage
  • Obtain/build
  • Design and Transition


The purpose of the business analysis practice is to analyse a business or some element of it, define its associated needs, and recommend solutions to address these needs and/or solve a business problem, which must facilitate value creation for stakeholders. Business analysis enables an organization to communicate its needs in a meaningful way, express the rationale for change, and design and describe solutions that enable value creation in alignment with the organization’s objectives. 

Analysis and solutions should be approached in a holistic way that includes consideration of processes, organizational change, technology, information, policies, and strategic planning. The work of business analysis is performed primarily by business analysts (BAs), although others may contribute. 

In IT, business analysis practices are frequently applied in software development projects, but they are also appropriate to higher-level architectures, services, and the organization’s service value system (SVS) in general. To restrict the application of business analysis to software development alone is to run the risk of developing incomplete solutions. 

The key activities associated with business analysis are: 

  • analysing business systems, business processes, services, or architectures in the changing internal and external context 
  • identifying and prioritizing parts of the SVS, and products and services that require improvement, as well as opportunities for innovation 
  • evaluating and proposing actions that can be taken to create the desired improvement. Actions may include not only IT system changes, but also process changes, alterations to organizational structure, and staff development 
  • documenting the business requirements for the supporting services to enable the desired improvements 
  • recommending solutions following analysis of the gathered requirements and validating these with stakeholders. 
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