Abstract:

The purpose of the article is to assess the importance of business analysis in the context of new IT initiatives. The authors analyze challenges of IT systems implementation and the role that business analyst can play to mitigate the risk and enable smoother adoption. An example of efficient application of business analysis techniques is given using a case study of CRM implementation. The article proposes the analysis of six techniques including their description, goal and benefit for the examined project. It also includes an action plan elaborated based on the analysis results and its positive impact on the company.