Digital Policy Office
BEST PRACTICES
FOR
BUSINESS ANALYST
[G60]
Version: 1.3
July 2024
© The Government of the Hong Kong Special Administrative Region
of the People’s Republic of China
The contents of this document remain the property of, and may not be reproduced in
whole or in part without the expressed permission of the Government of the Hong
Kong Special Administrative Region of the People’s Republic of China
Distribution
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Holder
1
Digital Policy Office (DPO)
Best Practices for Business Analyst Table of Contents
Amendment History
Change
Number
Revision
Description
Section Affected
Rev.
Number
Date
1
As detailed in 1.01 to 1.10
1.1
December
2016
1.01
Add “List of Figures and
Tables”
After “Table of
Contents” (New)
1.02
Separate Appendices into
Appendix A, Appendix B and
Appendix C. Add description of
appendices
Structure of this
document (v)
under “About
This Document”
1.03
Add a sample of IT project
organisation chart
2.1.2 (d);
Figure 2
1.04
Revise the content of roles and
responsibility of BA and BAC
2.1.2 (e);
Table 2;
2.1.3 (i), (ii),
(iii);
Table 3 (a)(ii)
1.05
Revise the content in the section
of “Requirements Definition”
3.4.6 (e)
1.06
Rename the section name from
“Assess Proposed System
Option & Organisation
Readiness for System
Implementation” to “Assessment
for System Implementation”
3.5
1.07
Add reference link and revise
the content in the section of
“System Implementation and
Acceptance”
3.6.1 (a);
3.6.3 (a) (ii)
1.08
Revise the content in the section
of “System Evaluation”
3.7 (b)
1.09
Add reference link to Resources
Estimation Guide
4.1 (d)
1.10
Add the “Reference” section
Reference (New)
Best Practices for Business Analyst Table of Contents
Amendment History
2
Add the content of “Design
Thinking”
3.4
1.2
May 2019
3
Update Documents for the
Establishment of Digital Policy
Office (DPO)
Cover page;
Conventions;
3.2.4 (d);
Reference
1.3
July 2024
Table of Contents
CONVENTIONS ......................................................................................................... 1
PREFACE .................................................................................................................... 2
ABOUT THIS DOCUMENT ..................................................................................... 3
1 INTRODUCTION ................................................................................................ 4
1.1 What is Business Analysis ................................................................................................... 4
1.2 What is Business Analyst ..................................................................................................... 4
1.3 Importance of and Need for a BA Role ................................................................................ 4
1.4 Benefits of Having Dedicated BA ....................................................................................... 5
2 ROLE OF BA IN IT PROJECT DELIVERY ................................................... 6
2.1 Project Organisation with Dedicated BA ............................................................................. 6
3 INVOLVEMENT OF BA IN SYSTEM DEVELOPMENT ........................... 12
3.1 Overview ............................................................................................................................ 12
3.2 Business Analysis Planning ............................................................................................... 13
3.3 Business Case Definition ................................................................................................... 18
3.4 Requirements Definition .................................................................................................... 22
3.5 Assessment for System Implementation ............................................................................ 30
3.6 System Implementation and Acceptance ........................................................................... 33
3.7 System Evaluation.............................................................................................................. 36
4 PREPARATION FOR ESTABLISHING BA ROLES ................................... 37
4.1 Resources Planning ............................................................................................................ 37
4.2 Required Competencies of BA .......................................................................................... 38
4.3 Other Considerations.......................................................................................................... 39
REFERENCE ............................................................................................................ 40
GLOSSARY ............................................................................................................... 41
Best Practices for Business Analyst List of Figures & Tables
List of Figures & Tables
Figure 1 - Example 1 of BA role in the IT project organisation ................................ 8
Figure 2 - Example 2 of BA role in the IT project organisation ................................ 8
Figure 3 - BA Activities in SDLC ............................................................................. 12
Figure 4 - Activities for Business Analysis Planning ................................................ 13
Figure 5 - Activities for Business Case Definition .................................................... 18
Figure 6 - Elicitation and Analysis of Requirements................................................. 23
Figure 7 - Assess Proposed System Option and Organisation Readiness for
System Implementation ........................................................................... 30
Figure 8 - Three Major Activities for System Implementation and Acceptance ....... 33
Table 1 - List of Acronyms used throughout the Best Practices for Business
Analyst ..................................................................................................... 1
Table 2 - Differences of BA, SA, UAC and BAC ................................................... 9
Table 3 - Tips for BA Role in IT Project Organisation ............................................ 10
Table 4 - Plan-driven versus Change-driven Approach ........................................... 13
Table 5 - Tips for BA Work Plan ............................................................................. 17
Table 6 - Tips for Business Case .............................................................................. 21
Table 7 - Tips for Requirements Definition ............................................................. 27
Table 8 - Tips for Reviewing Organisation Readiness............................................. 31
Table 9 - Tips for BA in System Evaluation ............................................................ 36
Table 10 - Glossary to facilitate the consistency of terms ......................................... 41
Best Practices for Business Analyst Conventions
1
CONVENTIONS
Table 1 - List of Acronyms used throughout the Best Practices for Business Analyst
Abbreviation
Full Name
BA
Business Analyst
BAC
Business Assurance Coordinator
DPO
Digital Policy Office
(or the then Office of the Government Chief Information Officer)
FS
Feasibility Study
Internal PM
Internal Project Manager
IT
Information Technology
OOM
Object Oriented Methodology
PAT
Project Assurance Team
PIDR
Post Implementation Departmental Return
PMP
Project Management Plan
PSC
Project Steering Committee
RAD
Rapid Application Development
SA
Systems Analyst
SA&D
Systems Analysis & Design
SDLC
System Development Life Cycle
TAC
Technical Assurance Coordinator
UAC
User Assurance Coordinator
UAT
User Acceptance Test
UC
Use Case
URD
User Requirements Document
WBS
Work Breakdown Structure
Best Practices for Business Analyst Preface
2
PREFACE
(a) Over the years, the Government has made great strides in harnessing information
technology (IT) in the delivery of public services. To enable the more efficient and
effective delivery of IT projects, it is a good practice that a business analyst (BA) role be
explicitly instituted into the IT project organisation.
(b) The purpose of this “Best Practices for Business Analyst” (“Document”) is to provide
guidance to government bureaux and departments (B/Ds) in instituting the role of business
analyst and in conducting business analysis for IT system development projects, either
outsourced or undertaken by in-house resources. For the purpose of this document, IT
system development also covers IT system enhancement.
(c) This Document is developed with reference to those business analysis best practices and
trends in the industry, globally and locally, and practices which are implemented in some
B/Ds. This Document should be suitably adopted by B/Ds to meet their own project needs.
It is not a procedure manual and the BA should apply business knowledge and experience
while practising business analysis to achieve the expected outcome.
(d) To boost the adoption of the practices in this Document, support and buy-in of senior
management and business users in B/Ds are very important. It is recommended that B/Ds
should plan and have provision for establishing and sustaining the BA role in order to
enable more efficient and effective delivery of IT projects.
(e) For the purpose of this Document, the terminologies used have been customised to suit
the Government environment.
Best Practices for Business Analyst About This Document
3
ABOUT THIS DOCUMENT
TARGET AUDIENCE
This Document is intended for reference by staff members who are responsible for managing or
conducting business analysis in IT system development projects in B/Ds. They include:
i) Senior executives including project owners or business owners who have the authority to
allocate resources and fund to support the establishment and sustainable undertaking of the
BA role in IT projects;
ii) BAs or user coordinators who perform various business analysis activities;
iii) Project managers who are responsible for project management and planning; and
iv) Project team members who often work jointly with BAs.
STRUCTURE OF THIS DOCUMENT
This Document is organised into four sections and three appendices:
i) SECTION 1 - INTRODUCTION
Provides an overview of what BA is and the potential benefits of instituting a BA role in IT
project organisation.
ii) SECTION 2 - ROLE OF BA IN IT PROJECT DELIVERY
Highlights the activities and tasks involving BA in different phases of the System
Development Life Cycle (SDLC), and explains the role of BA in IT project organisation.
iii) SECTION 3 - INVOLVEMENT OF BA IN SYSTEM DEVELOPMENT
Illustrates the role of BA in various phases and processes of the SDLC.
iv) SECTION 4 - PREPARATION FOR ESTABLISHING BA ROLES
Provides information and considerations about establishing the BA role in B/Ds.
v) APPENDICES
Templates, checklists and sample documents are provided in the following appendices for
reference -
Appendix A – Techniques and tools for BA.
Appendix B – A template of Business Analysis Work Plan with sample contents.
Appendix C – A template of User Requirements Document with sample contents.
Some hints and tips based upon industry practices are provided in some sections where
applicable to help improve the effectiveness in conducting business analysis for IT system
development project.
.
Best Practices for Business Analyst Section 1 - Introduction
4
1 INTRODUCTION
1.1 WHAT IS BUSINESS ANALYSIS
Business analysis refers to the identification and analysis of business problems, needs and
opportunities through participation in the SDLC to help achieve the organisation’s
strategic vision and business goals.
1.2 WHAT IS BUSINESS ANALYST
BA is responsible for performing the business analysis functions for IT system
development projects such as analysing business needs, facilitating elicitation of user
requirements, documenting and prioritising business requirements, verifying major
project deliverables, exploring business reengineering opportunities and workflow from
business perspective, and facilitating effective communication between business and IT
sides.
1.3 IMPORTANCE OF AND NEED FOR A BA ROLE
(a) During IT system development, communication gap often exists between IT staff and
business users due to differences in knowledge, skills, background and orientation. Users
may not understand the IT terminology and technical solutions while IT staff may not
understand the business terminology, functions, processes and environment. This leads to
difficulties in eliciting real business needs and understanding of requirements as well as
affecting the design of the proposed system. The situation becomes even more
challenging if the IT project is outsourced, where more communication and collaboration
issues may arise especially when the external IT contractor is not familiar with the
Government environment and the business processes. Therefore, a BA role is important
and needed to be instituted in the IT project organisation to improve the collaboration
between users and IT staff throughout the SDLC.
(b) At project initiation stage before the formation of a project team, BA can help explore
improvement opportunities of current state by developing sound business cases to justify
the investment of IT project and produce a clear project scope and estimation. BA role is
especially helpful in scoping and planning of large-scale projects at project initiation stage.
(c) Where the demand and resources justify, a permanent establishment of the BA role is
recommended to aid on-going system maintenance, support and enhancement.
Best Practices for Business Analyst Section 1 - Introduction
5
1.4 BENEFITS OF HAVING DEDICATED BA
BA serves as the bridge between the business users and the technical IT people. Its
presence will contribute significantly to the success of IT projects. The anticipated
benefits of having a dedicated BA include the following:
i) More able to deliver a clear project scope from a business point of view;
ii) More able to develop sound business cases and more realistic estimation of resources
and business benefits;
iii) More able to make a better project scoping, planning and management in costs and
schedule especially for large-scale IT projects;
iv) More able to produce clear and concise requirements, which in turn, helps provide
clearer and more accurate tender requirements if the IT project is outsourced;
v) More able to elicit the real business needs from users, and effectively manage user
expectations and changes;
vi) More able to improve the quality of design for the proposed IT system so that it is
able to meet real user needs and achieve the anticipated benefits;
vii) More able to ensure the quality of the system developed before passing on to end-
users for review and acceptance; and
viii) More competent to arrange the comprehensive and quality test on the delivered
systems or functions and provide feedback to the technical IT people.
Best Practices for Business Analyst Section 2 – Role of BA in IT Project Delivery
6
2 ROLE OF BA IN IT PROJECT DELIVERY
2.1 PROJECT ORGANISATION WITH DEDICATED BA
2.1.1 Current Situation
(a) The current IT project organisation in the Government has not explicitly instituted a BA
role. The BA role is often implicitly taken up (partly or fully) by the Systems Analysts
(SAs) and/or user coordinators. Since SAs are often not recruited or assigned to the
project until the approval of project funding or, in the case of outsourced projects, award
of contracts, the BA tasks required in the early project planning phase are thus not able to
be conducted effectively.
(b) If a project has cross-sectional requirements and involves many different groups of users,
it is often difficult for the groups of users to agree, consolidate and prioritise a list of
requirements without the involvement of a dedicated BA who is assigned the formal
responsibility to coordinate user requirements and perform the business analysis work.
(c) With reference to some B/Ds which have a relatively higher IT project success rate, they
have assigned a group of business users to liaise between end-users and IT staff. They
perform the BA functions such as eliciting and gathering user requirements, identifying
key issues from the business perspective and verifying major project deliverables before
passing on to end-users for review. They are often nominated by the Project Owner, the
Project Steering Committee (PSC) or the Project Assurance Team (PAT) of the IT project
organisation.
2.1.2 BA Role in IT Project Organisation
(a) B/Ds should explicitly institute a BA role in the project organisation for IT system
development projects, especially for new business areas, or business areas with
complicated processes, requirements, or involving many different groups of stakeholders
or end-users from different divisions or B/Ds.
(b) No matter the project is developed in-house or outsourced, BA is an essential role that
should be taken up by experienced business user in the B/D who is familiar with the
business environment and possesses sufficient business knowledge as well as basic IT
knowledge.
(c) B/Ds should assign sufficient staff resources to take up the BA role according to project
size and complexity. It is recommended that at least one dedicated staff member from
Best Practices for Business Analyst Section 2 – Role of BA in IT Project Delivery
7
user side should be assigned to each project. The staff member(s) can either be working
full time or part time on the project, depending on the workload in different phases of the
SDLC and nature or complexity of the IT projects. The BA should be an officer from
departmental grade or other grades in B/Ds who are experienced and knowledgeable in
business processes with basic IT knowledge, approximately equivalent at the rank of
Executive Officer I or Senior Executive Officer, or Management Services Officer I or
Senior Management Services Officer, depending on the project size, scale and complexity.
(d) B/Ds may also determine whether the BA(s) should report to the Project Owner, PSC,
PAT or Internal Project Manager (Internal PM) in the IT project organisation, depending
on project needs, organisation structure and project phases. For example, the BA may
directly report to the Project Owner at project initiation phase. After project fund is
approved and the IT project team is formed, the BA may report to the PSC and work
jointly with the Internal PM and IT project team. If the project size is large and a BA
team is established in the B/D, the Head of the BA team may be a member of the PSC
and a senior BA may also be a member of the PAT to help assure the quality of deliverables
from the business perspective. If the role of Internal PM is taken up by departmental
grade staff, then the BA role may be assumed by a subordinate of the Internal PM. B/Ds
may flexibly determine a suitable reporting line for the BA role in their own IT project
organisation. Figure 1 and Figure 2 show two examples of BA role in the IT project
organisation.
Best Practices for Business Analyst Section 2 – Role of BA in IT Project Delivery
8
Figure 1 - Example 1 of BA role in the IT project organisation
Figure 2 - Example 2 of BA role in the IT project organisation
(e) Regardless of the reporting line, BA should have a close working relationship with the
Internal PM and the IT project team throughout the SDLC. BA focuses on matters related
to business while Internal PM and IT project team focus on project management and IT
matters. BA needs to collaborate and discuss with the Internal PM or IT project team on
how the proposed IT system could best fulfil user requirements and achieve the expected
outcomes. At the same time, the BA needs to enable end-users to understand and provide
feedback on the system design by, for example, presenting in layman’s terms, using
Best Practices for Business Analyst Section 2 – Role of BA in IT Project Delivery
9
prototypes, etc. The BA also needs to ensure that the business analysis activities are
carried out in alignment with the project plan.
(f) A table showing the main differences in the roles and responsibilities among BA, SA,
User Assurance Coordinator (UAC) and Business Assurance Coordinator (BAC) are
shown below. For details, please refer to Appendix A-1.
Table 2 - Differences of BA, SA, UAC and BAC
Item
BA
SA
UAC
BAC
Position
Member of IT
project organisation
Member of IT
project team
Member of PAT
Member of PAT
Reporting to
Project Owner,
PSC, PAT or
Internal PM [refer
to (d) above]
(according to
project needs and
project phases)
Internal PM
PSC
PSC
Main
Responsibilities
Liaise between
end-user side and
IT side, facilitate
the elicitation and
analysis of
requirements
Perform
system
analysis and
design,
implementatio
n, testing and
data
conversion
Ensure user
requirements
are properly
specified
Ensure that
business issues
arising during the
project are
properly
managed and
business goals of
the project are
achieved
2.1.3 Roles and Responsibilities of BA
The major role of BA is to liaise between end-user side and IT side to help identify and
analyse business problems and needs, and work closely with the SA during the
development of IT system to achieve the business goals. The major responsibilities of BA
are listed as follows:
i) Contribute to the Development of Business Case
Assist project owner in evaluating whether a business case exists by defining the
scope, analysing business problems, identifying business needs and improvement
opportunities, and developing the cost-benefit analysis, etc. During the process,
collaboration with end-users and, where applicable, IT staff is necessary. Establish
the business case if the analysis proves to be sound.
Best Practices for Business Analyst Section 2 – Role of BA in IT Project Delivery
10
ii) Facilitate the Elicitation and Analysis of Requirements
Collaborate and communicate with stakeholders to elicit, consolidate, analyse and
prioritise requirements, understand their needs, manage their expectations, and help
ensure the requirements are complete, unambiguous and map to genuine business
needs.
iii) Assess Proposed System Option and Organisation Readiness for System
Implementation
Provide support to users and coordinate with IT staff to help review and provide input
to the design of the IT system from the business perspective, resolve issues/conflicts
among stakeholders, help organise comprehensive and quality UAT through assisting
users in developing test cases, and training with the aim of ensuring the deployed IT
system is capable of meeting business needs and requirements as well as realising the
anticipated benefits. Where resources and circumstances allow, BA may need to
conduct UAT to ensure the system quality especially when the end-user involvement
is not high.
iv) Plan and Monitor the Business Analysis Activities
Plan the scope, schedule and approach for performing the activities related to business
analysis for the IT system development project, monitor the progress, coordinate with
the Internal PM and report to PAT or PSC on changes, risks and issues wherever
appropriate.
2.1.4 Hints and Tips
Table 3 - Tips for BA Role in IT Project Organisation
(a) Relationship between BA and project manager
i) Project managers should understand that BAs need to be involved in all phases of the
SDLC including elicitation and documentation of requirements. On the other hand, BAs
should keep the project managers aware of issues such as changes in requirements or
system functions and the corresponding impacts.
ii) Both BA and project manager should understand each other’s roles and responsibilities in
the project organisation, and closely communicate and coordinate with each other.
Subject to the organisation structure and practical considerations such as those mentioned
in 2.1.2(d), in general a peer-to-peer relationship is preferred to subordinate-to-supervisor
relationship between the BA and the project manager. This helps avoid conflict of interests
and facilitate the liaison between the user side and the IT side and more easily establish
Best Practices for Business Analyst Section 2 – Role of BA in IT Project Delivery
11
mutual understanding between the BA and the project manager. A strong partnership
between the BA and the project manager is essential for project success.
(b) Relationship between BA and SA
i) While the SA has the focus on IT related issues, he/she has the overall responsibility for
the SA&D and implementation of IT system development project. Thus the BA and SA
should work closely together to make sure that the BA has accurately conveyed business
requirements to the SA and that the SA has come up with the system design and got the
system implemented according to the confirmed requirements.
Best Practices for Business Analyst Section 3 – Overview of Involvement of BA
In System Development
12
3 INVOLVEMENT OF BA IN SYSTEM DEVELOPMENT
3.1 OVERVIEW
(a) Business Analysis related activities are involved in various phases of the SDLC. An
overview of the key activities for BA in each phase of the SDLC is depicted in Figure 3.
Figure 3 - BA Activities in SDLC
(b) More details of the key BA activities as mentioned above are explained in the following
sections of the Document.
Best Practices for Business Analyst Section 3 –Business Analysis Planning
13
3.2 BUSINESS ANALYSIS PLANNING
In the Project Planning Phase of the SDLC, B/D should prepare a high-level plan of the
business analysis activities to be performed for the IT system development project. The
planning activities involved are shown in Figure 4.
Figure 4 - Activities for Business Analysis Planning
3.2.1 Explore Business Analysis Approach
(a) B/D should explore the business analysis approach for performing business analysis for
the IT system development project. Typically there are two main approaches: plan-driven
versus change-driven. The differences between the two approaches are shown in Table 4
below. B/D may select, combine and tailor the approach to suit the project needs.
Table 4 - Plan-driven versus Change-driven Approach
Area
Plan-driven Approach
Change-driven Approach
Approach
Define all requirements before
implementation starts
Define an initial set of high-level
requirements at the beginning of a
project, detailed or new
requirements then emerge in
iterative cycles throughout the
implementation
Purpose
Minimise uncertainty and
maximise control
Early visualisation of system
functions and business values
Suitability Criteria
Suitable if all or most
requirements can be elicited and
defined prior to implementation,
or unacceptable high risk may
result if implementation is
wrong
Suitable for incremental
enhancements of an existing
system, or when requirements are
new and changing, or unable to be
well defined before
implementation
Approval of
Requirements
The project owner for final
approval with selected
stakeholders for approving their
One stakeholder dedicated and
empowered by the project owner
to approve requirements within
each iteration
Best Practices for Business Analyst Section 3 –Business Analysis Planning
14
Area
Plan-driven Approach
Change-driven Approach
own specific groups of
requirements
Scheduling of Business
Analysis Activities
Most work is undertaken at start
of the project or during one
specific project phase such as
SA&D
Some initial work is performed at
the beginning of the project,
followed by work such as
elicitation of requirements
throughout the implementation.
Documentation of
Requirements
Formal and detailed, generally
following a standardised
template to document the
requirements.
A list of prioritised requirements,
supplemented with models or
working functions to show details.
Formal documentation is often
produced after system is
implemented.
Stakeholders’
Communication
Formal, written communication,
often with pre-defined
forms/templates
Focus on informal, frequent
communication
System Development
Method Used*
Waterfall system development
method
Iterative system development
method
*Note: Please refer to Appendix A-2 for information about system development method and
timing for elicitation of requirements. If a change-driven approach is adopted for business
analysis, only high-level requirements will be elicited and high-level system design will be
defined in the SA&D phase, whilst detailed or new requirements will be emerged/updated in
iterative cycles in the System Implementation phase. The proposed activities in the Requirements
Definition in Section 3.4 will be repeated like a cycle to elicit detailed or new requirements for
different target group of functions to be developed in different phases/stages.
(b) In determining the business analysis approach to be used, the following factors should
also be considered:
i) System Development Method: Business analysis approach often needs to be aligned
with the system development method to be used in the project. The system
development method as recommended by IT staff defines how the SDLC is taken
forward, e.g. Waterfall, iterative or hybrid (e.g. Agile), and affects the timing of the
activities, tasks and deliverables to be produced in different phases. Appendix A-2
explains how the system development method affects the business analysis approach.
ii) Project Characteristics: BA should understand the project characteristics such as
project goals and objectives, nature, size and complexity, to determine which
approach best suits their needs.
Best Practices for Business Analyst Section 3 –Business Analysis Planning
15
iii) Laws, Ordinances, Regulations and Standards: B/D should identify the laws,
ordinances, regulations and standards that are applicable to the project, such as the
Personal Data (Privacy) Ordinance, the Government Security Regulations and the
Baseline IT Security Policy, and take into consideration the appropriate activities
such as seeking advice from relevant parties, in determining the business analysis
approach.
3.2.2 Identify Stakeholders
(a) This activity is to identify stakeholders who are likely required to participate in the
business analysis activities, or who may influence or be affected by the business needs,
requirements or outcomes of the IT system development project. These may range from
business owners to end-users.
(b) The Internal PM and the BA would identify both internal and external stakeholders for
the whole project and conduct preliminary stakeholder analysis. BA may seek input from
or work jointly with the Internal PM to prepare a stakeholder register for those
stakeholders specified above. Identified stakeholders can be classified into different
groups. The register should state the working mode and any special needs of the
stakeholders, e.g. work in remote office, work under shift working hours, would take long
vacation holidays, etc. The list of stakeholders in the register and their involvement vary
among projects, system development methods and the organisation structure of the B/D.
(c) BA may leverage techniques from “Practice Guide to Project Management for IT Projects
under an Outsourced Environment (PGPM)
1
” to identify stakeholders and conduct
stakeholder analysis to understand their involvement in the project and their
communication requirements.
(d) The stakeholder register may need to be updated after the IT project organisation is
formed at the end of the Project Funding Request Phase to take into account the confirmed
nomination of members to the PSC and PAT.
(e) The RACI Model as mentioned in PGPM
1
is a technique used for clarifying the levels of
participation of different roles for completing deliverables in a project. The RACI Model
is shown in Appendix A-5.1 with BA roles and activities for reference.
Best Practices for Business Analyst Section 3 –Business Analysis Planning
16
3.2.3 Plan Business Analysis Activities
BA should identify and schedule the overall business analysis activities and deliverables
for the project. In doing so, BA may make reference to similar past projects, if applicable,
to define an outline of business analysis activities and to estimate the resources required
for the activities. This would typically involve the following tasks:
i) Plan the business analysis deliverables: BA should plan and determine deliverables
to be produced in different phases of the SDLC.
ii) Determine the business activities to be performed: BA should identify what
business analysis activities should be performed in order to produce the planned
deliverables, e.g. define business cases in the Project Funding Request Phase or elicit
and analyse detailed user requirements in the Systems Analysis & Design (SA&D)
Phase.
iii) Identify communication vehicle and frequencies with stakeholders: BA may seek
input from or work jointly with Internal PM by leveraging techniques from PGPM
1
to establish a communication plan to describe the communication vehicle (e.g. video
conferencing, emails or face-to-face meetings) and frequencies with stakeholders (e.g.
ad hoc, weekly or monthly) regarding business analysis activities. The
communication plan can be incorporated into the project management plan if
necessary.
iv) Estimate the resources required: The resources required such as the number of BAs
and total man-days required for performing the planned activities should be estimated.
The estimation results should be incorporated into the project management plan as
part of the estimated resources for the project.
3.2.4 Business Analysis Work Plan
(a) Upon completion of the above activities, a Business Analysis Work Plan will be prepared
describing the approach, stakeholders to be involved, activities, target deliverables (e.g.
User Requirements Document), work schedule and estimated resources.
(b) If possible, BA should submit the Business Analysis Work Plan to the Project Owner or
senior management in the B/D for endorsement before project commences. This helps
the BA to ensure that adequate resources are allocated to the IT project for conducting
business analysis activities, earlier support and commitment from identified stakeholders
Best Practices for Business Analyst Section 3 –Business Analysis Planning
17
including IT staff are obtained, and the planned activities and work schedule are well
received and agreed by the Internal PM.
(c) The Business Analysis Work Plan should be updated in subsequent SDLC phases to cater
for changing conditions or newly identified project problems/issues. Detailed work plans
for key activities can also be prepared if necessary.
(d) The Business Analysis Work Plan should be aligned with the overall project management
plan which is prepared after the approval of project funding. Related contents of the
Business Analysis Work Plan such as work schedule may be incorporated into the project
management plan as appropriate. More information about the project management plan
can be found in the PGPM
1
published by the DPO.
(e) A template for the Business Analysis Work Plan is provided in Appendix B for reference.
3.2.5 Hints and Tips
Table 5 - Tips for BA Work Plan
(a) Some steps in estimating the staff effort required for business analysis work of a system
development project are suggested below:
i) First, determine the business analysis approach (plan-driven or change-driven) to be
adopted and identify all the deliverables (including work products) that will be produced.
ii) Second, think of the tasks needed to produce each work product/deliverable and break the
tasks into smaller manageable sub-tasks. Managerial tasks such as planning, control,
review and monitor should also be included.
iii) Third, estimate how many man hours each task and sub-task will take.
iv) Fourth, regularly compare the planned with actual business analysis effort and report the
status to PAT/PSC, and revise the estimates and seek support from PAT/PSC wherever
necessary.
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3.3 BUSINESS CASE DEFINITION
(a) A business case helps to identify improvement opportunities and benefits of the investments,
which in turn provides valuable information for preparing a funding request. It generally
contains information such as objectives of the investment, business opportunities and issues
to be addressed, policy support, the proposed IT system as well as its cost and benefit
analysis.
(b) BA should coordinate with relevant stakeholders to collect the required business information
and assist them in providing business input to IT staff or other responsible staff in the B/D
to develop the business case and propose the IT system.
(c) The major BA activities involved are shown in Figure 5.
Figure 5 - Activities for Business Case Definition
(d) This section provides a brief overview of the development of business case. More detailed
information can be found in the “Management Guide on Business Case for Information and
Communications Technology Project” and the “Quick Guide for A Way to Better Business
2
”, which provides a systematic and consistent methodology/framework for development of
business case in the planning of IT and communications projects for service transformation.
BA should make reference to these guides in assisting in the development of business case.
(e) BA may also make reference to the document "General Guide for Conducting Business
Process Re-engineering Studies
3
” redesigning business processes.
3.3.1 Define Business Needs
(a) BA should assist in identifying and defining business needs for the business area concerned
by understanding the current problems and exploring opportunities for continuous service
improvements. Defining business needs helps to explain why a change to the current system
is required.
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(b) Stakeholders from different levels such as senior management, middle level and working
level may need to be consulted to understand their underlying business needs. The steps
listed below can be followed when defining the business needs:
i) Determine business goals and objectives: Business goals and objectives describe the
targets or state that the B/D plans to achieve for the business area concerned. Goals are
longer-term, strategic and qualitative statements of conditions that the B/D plans to
accomplish, while objectives are more specific and granular descriptions derived from
the goals.
ii) Identify business problems and opportunities: Business problems must be
investigated and analysed to identify the underlying root cause, challenges faced as well
as limitations of the current system. The impact of the identified problems should be
assessed to explore any improvement opportunities in achieving the business goals and
objectives.
iii) Define desired outcomes: Desired outcomes are the desired benefits that stakeholders
wish the proposed IT system to deliver. Some examples of desired outcomes are:
improving work safety, increase in user satisfaction to a specific service, and compliance
with new law or regulation.
3.3.2 Perform Gap Analysis
(a) After defining the business needs, the current state (e.g. current business processes, business
functions, features of a current system and services/products offered and events that the
system must respond to) has to be identified to understand how people, processes and
technology, structure and architecture are supporting the business by seeking input from IT
staff and other related stakeholders including business owners.
(b) A gap analysis is then performed to assess if there is any gap that prevents the B/D from
achieving business needs by comparing the identified current state with the desired outcomes.
(c) The problems/issues required to be addressed in order to bridge the gap should be identified.
If the issues/problems can be solved by IT elements, assistance and input should be sought
from IT staff. The findings related to the current environment such as current business
process and identified problems/issues should be incorporated by the SA into the Current
Environment Description of the SA&D Report in the SA&D phase. Otherwise, if there is
no gap (i.e. the current state is adequate to meet the business needs and desired outcomes),
it will probably not be necessary to launch the IT project.
Best Practices for Business Analyst Section 3 – Business Case Definition
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(d) Techniques such as SWOT (Strengths, Weaknesses, Opportunities and Threats) Analysis and
document analysis can be used. Please refer to Appendix A-5.2 for more information about
SWOT Analysis.
3.3.3 Define Scope of Proposed IT System
Having performed the gap analysis and determined that a new IT system is needed to solve
the issues/problems, the scope of the proposed IT system has to be defined for stakeholders
to understand the new capabilities to be delivered and the changes that would arise. This
would involve the following tasks:
i) Define in-scope business-related components such as the major functions and features
of IT system, the divisions/sections/teams to be involved, the business processes to be
improved or redesigned.
ii) Identify major business-related dependencies that affect the delivery of the proposed IT
system, e.g. law and regulations, government policies, external dependencies with other
systems or government IT infrastructure.
3.3.4 Develop Business Case
A business case can then be developed to provide justifications necessary to support the
investment of the IT system development project, which would involve the following tasks:
i) Help to identify any business-related assumptions and constraints that may affect the
selection of the approaches e.g. delivery schedule and funding limitations;
ii) Assist in assessing the feasibility of different implementation approaches by
considering various business factors from economic, operational, organisational,
cultural, and legal angles, etc., and assign ranking to the assessed implementation
approaches if there are more than one feasible approach;
iii) Help to identify and estimate the business-related financial benefits of the proposed IT
system including non-recurrent savings and annual recurrent savings (e.g. one-off or
annual realisable and notional savings in business users’ effort after deployment of the
IT system);
Best Practices for Business Analyst Section 3 – Business Case Definition
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iv) Help to identify and estimate the key business outcome expected and other non-
financial business benefits with target measurement and timeframe for realisation of the
benefits;
v) Help to identify and estimate the business-related non-recurrent costs (e.g. one-off cost
for business users’ effort to support the IT system development project) and annual
recurrent costs (e.g. annual recurrent cost for business users’ effort to support daily user
administration);
vi) Assist in conducting initial risk assessment to identify various business-related project
risks, assess their likelihood of occurrence and impact and determine the corresponding
mitigation measures to manage those risks; and
vii) Provide the above estimated business-related costs and benefits to Internal PM or other
responsible IT staff for them to conduct the cost and benefit analysis to evaluate if it is
cost effective to implement the proposed IT system.
3.3.5 Hints and Tips
Table 6 - Tips for Business Case
(a) Some suggested questions that can be asked for verifying business cases are listed below:
i) Is the business need clearly identified and in line with the organisation's business goal?
ii) Are the business expectations from business owners identified? Are the business
expectations realistic and not too high?
iii) Have all related problems been identified and improvement opportunities been
explored?
iv) Has the scope of the project defined correctly?
v) Are there any alternative options proposed?
vi) Have the anticipated benefits been clearly identified?
vii) Is the recommended option clearly stated with justifications?
viii)Is it clear how much funding will be required and where will it be sourced from?
ix) Are all the potential risks identified? Has the risk mitigation plan been defined and
explicitly stated?
(b) As the project progresses, new project risks may arise because of the changes in external or
business environment. This may affect the anticipated benefits and thus the justifications for
the investment and continuity of the IT system development project. Therefore, the business
case should be reviewed from time to time throughout the project lifecycle and all key project
stakeholders should get involved if there is any change in the business case.
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3.4 REQUIREMENTS DEFINITION
(a) During the Feasibility Study (FS) and SA&D phases, it is important to create a complete,
clear, accurate and consistent representation of all requirements that the proposed IT system
must accommodate. The requirements serve as the foundation to the business needs and the
design of the proposed system. The role of BA during the FS and SA&D phases is to
facilitate the IT project team to elicit and analyse requirements.
(b) Before defining requirements, asking the right questions about the problems that need to be
solved is important. It emphasizes acquiring real understanding of the people being targeted
in order to deliver an innovative solution (product or service) that fits their needs. Design
thinking can be used to explore what customers and end users really want and do. It begins
from deep empathy and understanding of needs and motivations of customers and end users,
learn problems and explore alternative solutions from the views of multiple perspectives
beyond project delivery team.
(c) In general, requirements can be classified into two broad categories: functional and non-
functional requirements. Functional requirements define the functions or features of a
system that can be utilised by a user to fulfil business operation (i.e. what the system should
do to provide business value when satisfied), while non-functional requirements, e.g. audit,
control and security requirements, service level requirements, etc. specify criteria of how the
system can perform and maintain these functions and features (i.e. how the system should
work) from a business perspective. Technical non-functional requirements such as browser
versions and IT architecture platform will not be covered in this Document. They will be
prepared by the IT project team during SA&D phase.
(d) Besides, BA should also provide business input to the IT project team for assessing the
proposed system option to ensure that they are able to meet the business needs and
requirements, and that the organisation is ready to make effective use of the new IT system
and prepare for the corresponding organisational change.
(e) The following sections describe in more details the processes involved in elicitation and
analysis of requirements, and the assessment of the design of the proposed IT system.
3.4.1 Elicitation and Analysis of Requirements
This activity is to identify and analyse requirements in details with the use of a combination
of elicitation and analysis techniques. The detailed tasks involved are depicted in Figure 6.
Best Practices for Business Analyst Section 3 – Requirements Definition
23
Figure 6 - Elicitation and Analysis of Requirements
3.4.2 Prepare for Elicitation
(a) The following information in the Business Analysis Work Plan and Business Case should be
based upon to prepare for the elicitation of requirements:
i) system scope and objectives;
ii) business needs;
iii) work schedule;
iv) planned activities;
v) target deliverables; and
vi) stakeholder register.
(b) The preparation tasks include:
i) Select the elicitation techniques to be used and specify the scope of work for each
selected technique. Some examples of commonly used techniques include
brainstorming, document analysis, interface analysis, focus groups, interviews,
observation, prototyping, requirements workshops and surveys/questionnaires.
ii) Prepare supporting materials required for using the selected techniques, e.g. survey form,
interview questions list, discussion materials, existing documentation,
comment/feedback form, etc.
iii) Schedule all other required resources such as participants, meeting venue, facilities and
equipment before performing elicitation;
iv) Prepare an elicitation work plan with a schedule; and
v) Notify and agree with all involved stakeholders and related parties such as project team
members on the elicitation work plan.
Best Practices for Business Analyst Section 3 – Requirements Definition
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(c) The BA should agree with the stakeholders on the scope of work and the elicitation work
schedule, and define a mechanism for verifying and signing off the elicited results.
3.4.3 Perform Elicitation
(a) Upon completing the necessary preparatory tasks, the elicitation activities can be performed
according to the elicitation work plan.
(b) BA should start by studying all documentation about the concerned business and existing
system, including policies, procedures and current system documentation where applicable.
(c) While eliciting the requirements, scope creeping, i.e. uncontrolled changes in the scope
should be avoided. It should be ensured that requirements can always be traced back to the
business goals/objectives to ensure that they are within scope, and should be capable of
addressing the business needs as well as addressing the relevant current problems and issues.
Therefore, the acceptance criteria of functional requirements should be defined to provide a
level of quality measurement that is quantifiable to satisfy users’ needs.
(d) During the elicitation, requirements attributes such as the source, value to users and priority
should be recorded. This will help to manage the requirements throughout the project life
cycle. The actual time spent for eliciting the requirements may also be recorded as useful
information for future planning.
(e) All requirements provided by stakeholders during the elicitation should be properly recorded
and documented, and a summary should be produced.
3.4.4 Prioritise Requirements
(a) The requirements collected should be prioritised based on their relative importance. This
helps to determine which requirements should be analysed and implemented first. The
following criteria should be considered when prioritising the requirements:
i) Business Value: The requirements with the highest business value should be considered
for development first.
ii) Stakeholder Agreement: Agreement from the senior or key stakeholders on which
requirements are most useful or valuable is another important factor when prioritising
requirements.
iii) Impact on Users: Some requirements may cause high impact on users affecting their
current processes, or requiring additional staff effort.
Best Practices for Business Analyst Section 3 – Requirements Definition
25
iv) Impact on Other Systems: Some requirements may require data input from/output to
other interfaced systems such that associated changes are required to be made on those
systems which they may not be capable or willing to do the changes.
v) Regulatory or Policy Compliance: Meeting regulatory or policy demands may take
precedence over other stakeholder interests.
vi) Dependency: A requirement which supports other higher priority requirements, i.e.
other requirements have a high dependency on it, may need for early implementation.
vii) Urgency: Time sensitivity is another important consideration.
viii) Business or Technical Risk: Select requirement(s) with higher risk of project failure
for early investigation and implementation such that rectification can be made at an early
stage in case any problem occurs.
ix) Implementation Difficulty: Select requirements that are easiest to implement if early
visualisation of functions is required to gain user familiarity and management support.
(b) The BA should be aware that some stakeholders may refrain from making choices, and wish
to assign all requirements as high priority without recognising the necessity for making
trade-offs. Also, project teams may not be able to comprehend the technical difficulties or
complexity of implementing the requirements and thus the implications if insufficient details
are provided. All these potential challenges may affect the prioritisation process.
(c) The MoSCoW Analysis technique may be used to conduct the prioritisation. Details about
the technique can be found at Appendix A- 5.3.
3.4.5 Refine and Organise Requirements
(a) Requirements should be described in natural language. Simple and consistent definitions
should be used when defining the requirements.
(b) The dependencies and interrelationship among the requirements should also be described.
Usually, requirements on their own are not complex, but complexity may arise from the
relationships and interdependencies among requirements.
(c) Requirements should be developed in enough details that are sufficient to fully describe the
project scope and meet the informational needs of stakeholders. It is recommended to have
a diagram showing a high-level overview of the whole system.
(d) Future business processes are required to be defined to help visualise the requirements. The
following are some suggestions on how to define future business processes:
Best Practices for Business Analyst Section 3 – Requirements Definition
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i) Through review and analysis of the information captured from the current environment
including current business processes and policies or legal/regulatory documentation,
create the future business process diagrams with the aim to fill the gaps between current
business processes and the identified business objectives and needs;
ii) A separate business process diagram should be produced for each key future business
process, whereas the less critical processes may be presented with text descriptions as
appropriate;
iii) The future business process diagram should be documented with sufficient details such
that IT project team can use it to help design and implement the new IT system;
iv) A complex business process can be broken down into smaller processes, each with a
separate diagram.
(e) Some modelling techniques such as process modelling for business processes, functional
decomposition, scenarios and use cases, flow diagram, activity diagram, sequence diagram,
structured walkthrough, etc. can be used for organising the requirements. Visual elements
such as prototypes and user-system interaction diagrams such as use case diagrams may be
created to help users to verify their understanding and confirm the functional requirements
and acceptance criteria identified. Some of these techniques are shown at Appendix A-5.
3.4.6 Verify Requirements
(a) Before finalising the requirements, they should be verified to ensure that they have been
defined correctly and are of acceptable quality. A high quality requirement should be concise,
complete, consistent, correct, feasible, testable, modular, traceable and unambiguous. The
quality of the requirements can be verified by doing the followings:
i) Check the completeness of the requirements;
ii) Check that consistent terms and words are used, and that they are understandable to
stakeholders and aligned with those terms used in the Government;
iii) Ensure all variations (e.g. exception cases and branching logics) to the processes are
identified and documented;
iv) Ensure all causes and outcomes of the variations have been explained; and
v) Give examples to strengthen the business case as appropriate.
(b) Techniques such as prototyping and structured walkthrough can be used to assist in the
verification of requirements. If required, the involved stakeholders should be invited to
participate in the verification. During the walkthrough, it is useful to highlight how the
identified gaps are resolved through future business processes, and which of the current
business processes are to be retired.
Best Practices for Business Analyst Section 3 – Requirements Definition
27
(c) The requirements should be assessed to determine if they could deliver direct or indirect
business value. If a requirement does not provide any value to the stakeholder, the
requirement can be removed. Besides, if a requirement could deliver value to stakeholder
but is not aligned with the business case, the requirement should be removed as it does not
fall within the project scope. Each requirement should be traceable to the objectives in the
business case.
(d) This verification process may last for a number of rounds until all requirements are verified.
However, each round should normally have fewer refinements than the previous round.
(e) A User Requirements Document (URD) should be prepared based on the finalised
requirements and project team can also make reference to the existing documentation such
as FS or SA&D report of the old system and/or a relevant system if there is any. It describes
what the new IT system looks like from a business perspective. URD is a critical deliverable
(often named as “User Requirements Specification”) for the SDLC and will be embedded in
the SA&D Report (or FS report if only FS is conducted) as it documents all the analysed
user requirements and related information elicited from stakeholders. Appendix C provides
the proposed template and a sample of URD for reference. The template should be flexibly
adopted and fine-tuned as necessary when used.
(f) BA should lead the preparation of the URD. If required, BA may seek assistance from IT
project team in preparing the URD especially for those sections that the BA is not familiar
with. For example, use of modelling techniques or drawing tools to prepare the business
process flow diagrams or use cases, specify non-functional requirements and system
implementation considerations. BA may gradually become capable of preparing the whole
URD after gaining sufficient IT project experience and knowledge.
(g) The URD should preferably be signed off by the users once all requirements are confirmed
and accepted. PAT should review and assure the quality of the URD before submitting it to
PSC for endorsement.
3.4.7 Hints and Tips
Table 7 - Tips for Requirements Definition
(a) BA should work closely with IT project team in particular the SA to work out what are relevant
to the project that must be highlighted and discussed at interviews and workshops. This will
minimise reworks on the requirements and future business processes.
(b) Prior to approaching stakeholders, BA could come up with some directions (e.g. start
processes from user touch points) to guide stakeholders in coming up with the future business
process.
Best Practices for Business Analyst Section 3 – Requirements Definition
28
(c) BA should consider if stakeholders of the future business processes differ from those of the
current business processes, and whether the former group has involved in interviews,
workshops or validation sessions.
(d) It should be noted that requirements are often unclear and not comprehensive at the beginning.
BA is to help dig out the details of the requirements and uncover hidden requirements through
progressive deliberations and elaborations. Additional requirements will be derived as more
information is collected about the business.
(e) If a large amount of information is required to be quickly collected from a large number of
stakeholders, survey is an efficient tool to use. On the other hand, workshop is an efficient
way to gather information from a diverse group of stakeholders.
(f) During elicitation of requirements, the following difficulties may be encountered. Some
solutions are also suggested below for reference.
i) Insufficient user commitment
Low attendance or occasional absence of users in meetings can jeopardise the
completeness, accuracy and consistency of requirements in the elicitation process. In
the worst situation, this may lead to changes of requirements subsequently. As a
preventive or remedial measure, BA should secure buy-in from the business users in
the first place by arousing their interest and making them aware of the needs and
benefits to attend the meetings. Further verification of requirements with users may
also help to ensure the completeness and accuracy of the elicited requirements. If
necessary, support from PSC may be sought to request dedicated users to attend the
meetings regularly.
Some users may be reluctant to share information or contribute constructive ideas in
meetings. Rather than pushing them for active participation, BA should seek to
understand their concerns. As for users who are resistant to change, BA may ascertain
their contribution to the existing and future business environment, and solicit their
suggestions on minimising the impact to business processes to alleviate their worry.
Whereas for those who do not understand the purpose of collecting the information, BA
may explain the project background and benefits of the new system as well as the
objectives of the process to them to gain their confidence. Standing in the shoes of the
users is one of the keys to success in requirements elicitation.
ii) Distinguish genuine needs from perceived needs
Genuine needs are what users need to address, i.e. changes that the business requires or
identified issues that are required to be resolved, while perceived needs are what the
users think they need to have, which are often subjective.
BA should perform deeper research and ask probing questions to identify the genuine
needs instead of the perceived needs of users. BA should first ask questions about the
current situation including business, processes and problems, and then ask questions to
draw out the effects, consequences or implications of their problems that need to be
eliminated in order to achieve the anticipated business benefits. The idea is to get users
Best Practices for Business Analyst Section 3 – Requirements Definition
29
think deeper, see and feel the problems instead of merely telling what the problems are.
The next step is to find out the root cause of the problems by tracing the processes and
tasks step by step. The real need is the solution required to fix the root cause of the
problem. When asking questions, listen well and focus on the problem or the solution.
iii) Need for decision-makers
In some circumstances, users may not be willing to make decisions to accept the
identified or changed requirements though users are all in consensus. The lack of a
decision-maker may form a barrier to the elicitation process. To overcome the problem,
BA should identify all key decision-making stakeholders and obtain support from PSC
as early as before starting the elicitation process.
(g) During the process of requirements prioritisation, BA needs to liaise closely with users to filter
requirements that are less feasible or less important in terms of technical, operational and
economical aspects in order to make the system more cost-effective and beneficial to the
Government. It is an art of balancing among the occasional conflicting interests in different
aspects.
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3.5 ASSESSMENT FOR SYSTEM IMPLEMENTATION
During the SA&D phase, solutions will be proposed through the design processes. BA
should assist the IT project team in assessing the proposed IT system to ensure that it meets
the business needs and maximises the values delivered to stakeholders. BA should also
review the organisation readiness for supporting the transition to the proposed IT system and
ensure a smooth System Implementation. The tasks involved are shown in Figure 7 below.
Figure 7 - Assess Proposed System Option and Organisation Readiness for
System Implementation
3.5.1 Assess Proposed System Option
(a) BA should help the IT project team to determine whether the proposed system option and
the high-level system design could meet the business needs and deliver enough business
value to justify the investment. If there are more than one system options, BA should work
with the IT staff to help to identify the pros and cons of each option and select the option
that delivers the greatest business value.
(b) In assessing the proposed system option, BA should learn about the implications of the
design to ensure that the design risks associated with the requirements are minimised (e.g.
use prototypes for early visualisation of screen design and layout) and support the
requirements well such as:
i) the proposed solution functions and usage should cover all types of users;
ii) the listed requirements (both functional and non-functional) are complete by comparing
them with the original project initiating documents such as funding application form and
business cases; and
iii) the listed proposed system functions and features are complete and each documented
requirement can be mapped with one or more proposed functions/features.
(c) If it is determined that no proposed IT system option can deliver enough value to justify the
investment, a recommendation to terminate the implementation of the project may be needed.
Best Practices for Business Analyst Section 3 – Assessment for System Implementation
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3.5.2 Review Organisation Readiness for System Implementation
(a) BA should understand the changes that will probably occur to business and users, and should
identify the potential impacts of the new system to the organisation such as the organisation
culture, its business units and stakeholders.
(b) BA should effectively communicate the identified potential changes and impacts on the
concerned parties and senior management, and propose any needs for training and change
management to be conducted in association with the implementation of the system. If
required, BA should work together with the Internal PM and collaborate with concerned
parties and senior management to prepare an organisational change management plan to
support the implementation of the system.
(c) If the proposed IT system needs to be rolled out in phases or operate in parallel such that
there is a transition period (i.e. the time when both the existing system and the proposed IT
system are operational concurrently), BA should help to elicit the transition requirements
(i.e. the capabilities that must be developed in order to successfully transit between existing
and proposed systems) such as the transition information and the temporary business
processes/work flows required to enable users to effectively operate both systems in parallel.
IT project team should help to design and develop the additional functions and programs
required to support the transition. BA may assist IT project team in performing the transition
planning by coordinating with users and other stakeholders involved.
3.5.3 Hints and Tips
Table 8 - Tips for Reviewing Organisation Readiness
(a) The implementation of a new system will often lead to some changes in the B/D. Project
success does not only mean delivering the system on time and within budget, but also means
that the system is genuinely accepted by all users and stakeholders who are impacted by the
system. When changes are inevitable, BA should help to review the organisation readiness by
checking the following areas:
i) What are the business units, processes, systems or jobs that will be impacted?
ii) Which group of users and stakeholders will likely accept the changes, and which group
will resist the changes?
iii) Are there any potential discussions with impacted users and stakeholders to let them
express their concerns and expectations, and suggest ways to mitigate the impact, reduce
the resistance and facilitate the change?
iv) What additional skills or knowledge of staff are required to perform the new or changed
tasks?
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v) Are there any other major changes made in the B/D at the same time that probably affect
the changes? e.g. launch of another new network system
vi) How well positioned is the B/D to absorb all the changes planned without creating
significant risks?
vii) Is it now the right time for implementing the required changes on organisation culture?
(b) BA may consider the following when dealing with changes in the B/D:
i) Assist in defining the performance pledge for new services implemented and clear with
management;
ii) Propose an appropriate communication method for promulgating the change message to
each group of the impacted users and stakeholders at the right time;
iii) Assist in development of a communication plan to support the change if required; and
iv) Seek support from management to determine and nominate appropriate senior staff to
convey the change message to the impacted users and stakeholders.
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3.6 SYSTEM IMPLEMENTATION AND ACCEPTANCE
BA should provide support to the project team for developing the proposed IT system in the
System Implementation Phase. This includes the following three major activities:
Figure 8 - Three Major Activities for System Implementation and
Acceptance
i) Provide Support to System Scope and Requirements Management;
ii) Provide Support to UAT; and
iii) Provide Support to Pre-production and Roll-out.
3.6.1 Provide Support to System Scope and Requirements Management
(a) During system implementation, BA should provide support to stakeholders in helping them
to resolve issues/conflicts, obtain consensus on any changes in system scope & requirements
and seek approval of change requests. For the scope and change request management,
project team should refer to PGPM
1
(b) The system scope serves as a boundary for requirements management. Only requirements
that fall within the system scope will be managed. The system scope itself is also a
requirement that needs to be managed. But any change in business need and technical
solution that may be initiated by users and IT project team respectively will probably affect
the system scope, which in turn will lead to changes in previously approved requirements
and approved system option and design.
(c) The requirements specified in the URD and endorsed by the PSC at the end of the SA&D
Phase will form a baseline for any change to requirements. BA should prepare the change
request and forward to the Internal PM for seeking approval from PSC via PAT, and maintain
an up-to-date list of approved user requirements.
(d) BA should manage and resolve issues/conflicts among stakeholders on changes in
requirements and technical changes that emerge in the System Implementation Phase.
Conflicts may arise due to different views on requirements or priorities. BA should liaise
among the stakeholders to facilitate their communication and resolve any conflicts before
seeking approval. Unless under urgent situations, BA may work with the Internal PM and
Best Practices for Business Analyst Section 3 –System Implementation and Acceptance
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consider grouping the requirements change requests into batches for approval at regular
progress review/checkpoint meetings to reduce administrative overheads.
(e) After completing the SA&D, the implementation may be outsourced to external contractor.
In this case, the role of BA is particularly important in requirements communication. BA
should take note of the following when communicating requirements with the outsourced
implementation contractor:
i) remind the Internal PM to include a formal and clear definition of requirements in the
outsourcing contract to minimise potential dispute; and
ii) consider requesting contractor to use prototypes to demonstrate their interpretation of
the requirements and seek early user feedback before writing the program details as
appropriate.
3.6.2 Provide Support to User Acceptance Test
BA should provide support to users in conducting UAT, with the aim to check and verify
whether the developed IT system fully meets the requirements and business needs. The
support activities include the following:
i) Get key users involved as early as during UAT planning, and ensure that the participants
are committed to the success of the UAT;
ii) Assist in preparing the UAT plan to verify that all major components or functions of the
system meet the user requirements and business needs, and align with users to ensure
that they have a clear understanding of the outcomes. The test plan should normally
include different test cases and scenarios, a test schedule, testing steps/procedures and
user representatives and parties to be involved;
iii) Coordinate external departments and business stakeholders (such as focus group users)
for the UAT on interface functions;
iv) Organise hands-on training for UAT participants to get them familiarised with the new
system functions and workflow;
v) Work with users to prepare a testing schedule, and ensure that schedule resembles the
process flow in real life;
Best Practices for Business Analyst Section 3 –System Implementation and Acceptance
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vi) Request users to define and document all the necessary test data, expected output and
acceptance criteria for each test case;
vii) Assist users to conduct the UAT, consolidate findings and testing reports; and
viii) Follow up with IT project team on failed UAT test cases to ensure that all problems are
fixed and re-tested.
3.6.3 Provide Support to Pre-production and Roll-out
Prior to system production and roll-out, BA’s support is required in the following areas:
i) Assist in organising training for users on how to use the new IT system such as helping
to review the training materials and arranging logistics for the training courses;
ii) Collaborate between users and IT project team on pre-production activities such as
disaster recovery drill, transition work like setting up of temporary business
processes/work flows for transition and data conversion like initialisation of new system
data and archiving of old system data to ensure that data is properly migrated and pre-
loaded into the new system. BA may also provide support to users to participate in any
pre-production activities such as security risk assessment and audit as well as privacy
impact assessment wherever applicable. Where resources and circumstances allow, BA
may need to directly participate in the pre-production activities as end-users may not
have sufficient experience and technical knowledge for the activities. Moreover, if the
end-users involvement is not high, it would be better to offload the end-users for other
activities;
iii) Coordinate among users, related stakeholders and IT project team to perform system
roll-out activities such as system verification, user administration, system support and
maintenance, nursing, etc.;
iv) Assist users in reviewing and revising user-related documentation such as user manual,
user guides, user administration procedures, operation manual, etc.; and
v) Coordinate with IT project team to provide support to user to perform publicity
campaign for any new/enhanced public services, if required.
Best Practices for Business Analyst Section 3 – System Evaluation
36
3.7 SYSTEM EVALUATION
(a) After the IT system is rolled out, a post-implementation review will be conducted to evaluate
the performance of the deployed IT system to ensure that it meets the business needs and
user requirements and achieve the intended business benefits in a timely and cost-effective
manner.
(b) BA may need to take a more active role in coordinating the users on system evaluation
especially when several user groups are involved in the system. BA should assist users in
evaluating the performance of the IT system from business and user perspectives by
investigating how the system is actually used after it is deployed, and assessing the business
value and benefits it delivers. BA should also help to identify any opportunities for
improvement.
(c) In general, a comparison of the planned and actual performance can be conducted based on
some pre-defined performance metrics such as quantitative metrics (e.g. time saved, number
of transactions processed. cost saved, revenue, number of errors found, etc.) or qualitative
metrics (e.g. user or stakeholder satisfaction, comments or suggestions). If the result is not
satisfactory, detailed analysis should be performed to identify the cause of the deviation and
improvement measures should be proposed.
(d) BA should pass the performance evaluation results to the Internal PM for completing the
Post Implementation Departmental Return (PIDR) of the project. PIDR is required to be
completed within six months after the completion of the IT system implementation.
(e) BA’s activities and involvement in various deliverables in each phase of the SDLC are
summarised on the checklist in Appendix A-3.
3.7.1 Hints and Tips
Table 9 - Tips for BA in System Evaluation
(a) It should be noted that not all benefits will be realised immediately after system roll-out. Some
benefits may be realised only after a period of time.
(b) With the input from users and other stakeholders, BA should record the “Lessons Learned”
from business perspective after the IT system is implemented. These may include good
practices adopted, project issues encountered and remedial measures, areas for future
improvement, etc. Both success and failure stories will become valuable reference for IT
system development projects in future.
Best Practices for Business Analyst Section 4 – Resources Planning
37
4 PREPARATION FOR ESTABLISHING BA ROLES
4.1 RESOURCES PLANNING
(a) To institute a BA role in the project organisation to support IT system development projects,
B/Ds need to identify the business analysis activities that are necessary in their case in
supporting the various phases of the IT system development projects, and estimate the
corresponding resources required according to the project size and complexity. The
resources required vary from project to project.
(b) A complex IT system development project (e.g. involving many new and volatile business
requirements, complex business logics/rules, or many interactions with or dependencies on
other systems) will typically require more than one BA to support. On the other hand, for a
relatively simple or straightforward IT system development project (e.g. involving few/even
no new business requirements, simple/direct business logics/rules or few interactions with
or dependencies on other systems), a part-time BA may be sufficient.
(c) Generally, more BA resources should be allocated to the activities for elicitation and analysis
of requirements. There will also be variation in the distribution of BA resources in different
phases of the SDLC if different system development methods are used. A sample list of
tasks for estimating BA resources for IT project is provided in Appendix A-4 for reference.
(d) Some estimation techniques such as Work Breakdown Structure (WBS) (also mentioned in
the “Resources Estimation Guide
4
” can be used for planning the resources. B/Ds may also
make reference to other similar projects in the past.
Best Practices for Business Analyst Section 4 – Required Competencies of BA
38
4.2 REQUIRED COMPETENCIES OF BA
(a) The knowledge and skills of BA are critical to the success of IT project delivery. BA should
possess sufficient business knowledge and be familiar with the business and organisation
environment of the B/D. They should preferably have experience in the daily business
operations and functions, and understand the business rules, cases/scenarios, processes,
workflows, roles and responsibilities of stakeholders, business needs and goals as well as
organisation policy, culture and structure. Basic knowledge of relevant legal requirements
such as data protection regulation and commercial regulation may also be needed.
(b) BA should also possess basic IT knowledge
(
a
)
, in particular the meaning of commonly used
IT terms, concepts of SDLC and information security, and practices on IT project
management and change management. It is better if the BA has work experience in previous
IT system development projects. This would facilitate their planning of the necessary
business analysis activities that need to be performed in various phases of the SDLC as well
as facilitate their communication with the IT project team.
(c) It is important for BA to liaise effectively between users and IT project team throughout the
project life cycle. Soft skills including oral and written communication, presentation, liaison,
negotiation, coordination, leadership, teamwork, organising and analytical skills are
essential. Staff members who are open-minded, self-motivated, eager to learn new things
and willing to make changes are good candidates to undertake the BA role.
a
Basic IT knowledge refers to IT knowledge that is essential for a BA to perform business analysis activities stated in
this Document. This generally includes the above “in particular” listed areas and other basic IT concepts such as IT
components (e.g. hardware, software, networks, operating systems, databases, servers, etc.), Government central network
and services, system development methods, testing, user interface, software maintenance cycle, common project
deliverables (e.g. PMP, SA&D Report, UAT cases and plan, User Manual, etc.) and IT editing and drawing tools for
documentation, presentation and preparation of diagrams, tables, flow charts, use case diagrams and project plans.
Best Practices for Business Analyst Section 4 – Other Considerations
39
4.3 OTHER CONSIDERATIONS
4.3.1 Formation of Permanent BA Team
(a) B/Ds, in particular those with continuous IT projects, may consider setting up a permanent
team of BA to serve all IT projects’ needs in the long run. As a start, the B/D may set up a
small BA team by retaining a few BAs or user coordinators who have previously participated
in the development of other IT projects in the team.
(b) The size of the BA team can be adjusted based on project demands. If required, necessary
training should be provided to the staff to ensure that they possess sufficient knowledge and
skills for taking up the BA role.
(c) When the BA team grows, the B/D should keep a right mix of experience and skills of team
members on different business domains to balance the team experience and gain optimal
productivity. Experienced staff may lead less experienced ones to train up and continuously
maintain a pool of expertise and skills in the BA team while allowing regular posting change
of staff.
(d) The B/D may also consider whether the BA team will provide on-going support to
requirements changes and enhancements on IT system during system maintenance period.
BA may continue to coordinate between users and IT system support/maintenance team/staff
to resolve issues/problems found in the system, elicit changes in requirements, propose
system enhancements and conduct UAT for enhanced functions. If the enhancement is
significant, BA may seek support for additional resources.
Best Practices for Business Analyst Reference
40
REFERENCE
1. “Practice Guide to Project Management for IT Projects under an Outsourced Environment”
can be found at
https://www.digitalpolicy.gov.hk/en/our_work/digital_infrastructure/methodology/proj_mgmt/
pm_practice_guide_outsourced.html.
2. “Management Guide on Business Case for Information and Communications Technology
Project” and the “Quick Guide for A Way to Better Business” (an internal document of the
Government of the HKSAR of the People’s Republic of China) can be found in ITG InfoStation
at https://itginfo.ccgo.hksarg/content/proccomp/communication_technology.htm.
3. “General Guide for Conducting Business Process Re-engineering Studies” (an internal
document of the Government of the HKSAR of the People’s Republic of China) can be found
in ITG InfoStation at https://itginfo.ccgo.hksarg/content/proccomp/index.htm.
4. “Resources Estimation Guide” (an internal document of the Government of the HKSAR of the
People’s Republic of China) can be found in ITG InfoStation at
https://itginfo.ccgo.hksarg/content/best_practice/resources_estimation.htm.
Best Practices for Business Analyst Glossary
41
GLOSSARY
Table 10 - Glossary to facilitate the consistency of terms
Terms
Definition
Agile
Agile is an iterative and incremental software development
method, where requirements and solutions evolve through close
collaboration between users and project teams. It promotes
evolutionary development and delivery using iterative
approach, and also encourages rapid and flexible responses to
changing requirements.
Business Analysis
Business analysis refers to the identification and analysis of
business problems, needs and opportunities through
participation in the SDLC to help achieve the organisation’s
strategic vision and business goals.
Business Analysis Work Plan
A Business Analysis Work Plan is a high-level plan for the
business analysis activities to be performed in IT system
development project. It describes the approach, activities, target
deliverables, work schedule and estimated resources.
Business Analyst (BA)
BA refers to any person(s) who is(are) responsible for
performing the business analysis functions for IT system
development projects.
Business Assurance
Coordinator (BAC)
BAC is a PAT member who is responsible for ensuring that
business issues arising during the project are properly managed
and coordinating the quality control activities from business
perspectives.
Business case
A document used to justify the commitment of resources and
investments to a project. It presents the financial logic behind
the project.
Business need(s)
Business need(s) is a kind of high-level business requirement
which drives a need for service transformation or a change in
the current system.
Context Diagram
An analysis diagram can be used to provide users with a high-
level overview about the IT system.
Elicitation of Requirements
Identify and analyse requirements in details with the use of a
combination of elicitation and analysis techniques.
Feasibility Study (FS)
A research on the economic viability of proposed projects and
provides a thorough analysis of the business opportunity,
including a look at all the possible roadblocks that may stand in
the way of the cooperative’s success.
Best Practices for Business Analyst Glossary
42
Terms
Definition
Flowchart
Flowchart is a diagram that uses graphic symbols to indicate the
nature and flow of the activity steps in a process.
Functional Decomposition
Functional Decomposition is a technique used to break down the
systems, functions and processes into progressively smaller
procedures.
Functional Decomposition
Chart
The outcome of Functional Decomposition which is represented
by a structural, hierarchical, tree diagram.
Functional Requirements
Define the capabilities and functionality of a proposed system
from a business perspective.
Incremental Approach
A system development approach in which the system is
incrementally developed and rolled out until the whole system
is delivered.
Iterative Approach
A system development approach which starts the system
development with a high-level SA&D and then followed by
repeated cycles of implementation activities including detailed
requirements analysis, design, coding and testing to deliver a
target group of functions/components that may be rapidly rolled
out. Each cycle will normally be short, e.g. within one to three
months.
Internal Project Manager
(Internal PM)
Lead person (Government resource) accountable for project
planning and delivery. As the person responsible for meeting
the project objective and ensuring project success, the project
manager is expected to provide oversight and input to project
management aspects such as project work plan, budget, quality,
risks, and issues, as well as management of contractor resource
performance through working closely with the contractor
project manager.
MoSCoW Analysis
MoSCoW (Must, Should, Could and Won’t) Analysis is a
technique that helps users to prioritise each requirement based
on its importance.
Non-functional Requirements
Specify criteria of how the proposed system can perform and
maintain these functions and features (i.e. how the proposed
system should work) from a business perspective. The non-
functional requirements can be grouped into different categories
such as audit, control and security, data requirements, service
level targets, usability, etc.
Object Oriented
Methodology (OOM)
A system development methodology using incremental
approach for delivering IT systems adopted by the Government.
Best Practices for Business Analyst Glossary
43
Terms
Definition
The system is developed on a component basis enabling the
effective re-use of existing components to facilitate the building
of different modules and functions.
Post Implementation
Departmental
Return (PIDR)
PIDR is required to be completed within six months after the
completion of the IT system implementation. The purpose is to
evaluate the achievements of the project to ensure that the
intended objectives are attained in a timely and cost-effective
way.
Project Assurance Team
(PAT)
The PAT looks after the quality assurance work on behalf of the
PSC from the business, user and technical perspectives. They
are individuals who have knowledge or expertise in the specific
subject matter area that is part of the project scope. The PAT
consists of Business Assurance Coordinator (BAC), User
Assurance Coordinator (UAC) and Technical Assurance
Coordinator (TAC), that is a balanced representation of the
business user and technical interests.
Project Management Plan
(PMP)
A formal, approved document that defines how the project is
executed, monitored and controlled. It is used as a live
document during the course of the project and is composed of
subsidiary management plans from other project dimensions
and other planning documents.
Project Owner
The project owner is the ultimate decision maker for the project
who is supported by the advisory of the PSC to ensure that the
business benefits can be realised.
Project Steering
Committee (PSC)
The PSC is accountable to the Project Owner for the progress
and performance of the project. They decide on all actions
needed in order to complete the project.
Project team
Includes people who design and implement the system. They
can be project team members (for in-house projects) or
contractor team members (for outsourced projects).
Prototype
Prototype helps to demonstrate some preliminary aspects of the
proposed system including look and feel of user interface and
navigation structure in order to help users simulate user
interface interaction and visualise their needs.
Prototyping
Prototyping is a technique used to facilitate requirements
elicitation by building prototypes to identify and explain
business needs of users.
Best Practices for Business Analyst Glossary
44
Terms
Definition
RACI
A tool to identify roles and responsibilities in an organisation,
including people who are responsible, accountable, be consulted
and be informed about an activity in a project.
Rapid Application
Development (RAD)
A system development methodology using iterative approach
for delivering IT systems adopted by the Government. It targets
at faster system development and earlier delivery.
Senior User
The Senior User represents the users of the system. The Senior
User is accountable for ensuring that the products meet user
needs. He/She is also responsible for committing user resources
and monitoring products against user requirement.
Stakeholders
A stakeholder is a person or an organisation with a (legitimate)
interest in a given situation, project, action or enterprise. Within
an IT project, a stakeholder is often defined as any person (or
organisation) that can impact/can be impacted by the success of
the project positively or negatively.
SWOT analysis
SWOT analysis is a technique often used in the planning process
through evaluation of the Strengths, Weaknesses, Opportunities,
and Threats involved in a project or business of an organisation.
System Development Life
Cycle (SDLC)
SDLC describes the phases and major processes in the course of
system development of administrative computer systems.
Systems Analysis and Design
(SA&D)
SA&D is a phase in the SDLC which is to investigate and
understand the business requirements; to specify and design the
new system; and to detail the implementation requirements in
terms of cost, effort and time.
Systems Analysis & Design
(SA&D) Report
SA&D Report is the deliverable of System Analysis & Design
phase that documents the requirements and design of the
proposed system.
Technical Assurance
Coordinator (TAC)
A PAT member who is responsible for selecting the appropriate
technical strategy and methods for the project, ensuring
government and departmental technical standards are followed,
etc.
User Acceptance Test (UAT)
A step involving a group representing end-users or user
representatives to test a system.
User Assurance Coordinator
(UAC)
A PAT member who is responsible for ensuring user
requirements are properly specified and met.
Use Case
Use Case is an analysis model that is written to capture the
business events related to the new system from the users’ point
of view.
Best Practices for Business Analyst Glossary
45
Terms
Definition
Use Case Diagram
Use Case Diagram is a diagram that represents a user’s
interaction with the system and depicts the specification of a Use
Case.
User Requirements
Document (URD)
URD describes what the new IT system looks like from a
business perspective. It is a critical deliverable (also sometimes
named as “User Requirements Specification”) for SDLC as it
documents all the analysed requirements and related
information elicited from stakeholders for system analysis and
design purposes.
Waterfall Approach
Waterfall approach divides the system development process into
phases. The phases are performed one by one sequentially.
Work Breakdown Structure
(WBS)
A deliverable-oriented hierarchical decomposition of the work
to be executed.
