The objective of this process is gain knowledge of the system behaviour in operation through survey and analysis of how activities are conducted in live operational environments and to use that knowledge to improve the design of the overall system.
This process applies to the system elements that contribute to service delivery. System elements include the humans, machines and organisational and environmental elements contribute to service delivery.
This process is triggered by the need to conduct a periodic review of the system or through an adhoc request. This process can also be triggered to support a change management activity.
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The following tools are examples of commercial products that support the implementation of this process.
The following material is publicly available and provides generic guidance to this process.