Non Functional Requirement Matrix

Stakeholder	NFR Domain	Requirement	Example Metric	Phase	Realisation Point	Risk if Missed
Service Owner	Availability	Ensure agreed uptime and availability targets are met	% uptime per calendar month	Operations	Ongoing in Operations	Service unavailable or SLA breaches
Service Owner	Performance	Maintain service response within acceptable thresholds	Avg response time across core transactions	Operations	Ongoing in Operations	Poor user experience or reduced trust
Service Owner	Financial	Ensure service remains within approved budget	Cost per transaction / monthly spend vs forecast	Operations	Ongoing in Operations	Overspend or financial penalties
Service Owner	Financial	Service cost recovery model is understood and agreed	Cost model document versioned and signed	Project	Before Go-Live	Budget disputes or lack of service ROI clarity
Service Owner	Transition	Confirm operational readiness before go-live	Go-Live checklist signed by Ops teams	Delivery	Before Go-Live	Service fails post-launch
Service Owner	Transition	Confirm training and knowledge handover complete	Handover sign-off, documentation delivery	Delivery	Before Go-Live	Support inefficiency, poor user adoption
Service Owner	Governance	Monitor key performance indicators continuously	KPI dashboard coverage %	Operations	Ongoing in Operations	Underperformance not detected
Service Owner	Governance	Participate in regular service reviews	Review attendance/outputs logged	Operations	Ongoing in Operations	Lack of service alignment or visibility
Service Owner	Retirement	Plan for end-of-life or replacement scenarios	Decommission checklist and timeline agreed	Retirement	At Service Retirement	Legacy risks and unmanaged offboarding
Service Owner	Compliance	Ensure data retention and legal handoff are met	Retention policy applied, audit trail confirmed	Retirement	At Service Retirement	Regulatory non-compliance
Service Desk Lead	Supportability	Enable Tier 1 to resolve 80% of incoming issues	First Contact Resolution (FCR) Rate	Operations	Ongoing in Operations	Overload of Tier 2 and delay in resolution
Service Desk Lead	Performance	Maintain average response time under 30 seconds	Avg initial response time	Operations	Ongoing in Operations	Poor user perception of service quality
Service Desk Lead	Training	Ensure team is trained on all top 10 incident types	Training completion rate	Delivery	Before Go-Live	Increased errors or hand-offs
IT Operations Manager	Availability	Maintain 99.9% uptime of core business services	% Uptime (monthly)	Operations	Ongoing in Operations	Service degradation or escalations
IT Operations Manager	Capacity	Monitor infrastructure capacity proactively	Resource threshold reports	Operations	Ongoing in Operations	Unexpected service failure
IT Operations Manager	Incident Management	Restore normal service within SLA for 95% of P1 incidents	MTTR for P1	Operations	Ongoing in Operations	Critical service disruption
Monitoring Analyst	Monitoring	Achieve 100% monitoring coverage for Tier 1 services	Coverage rate vs. asset list	Delivery	Before Go-Live	Missed alerts or undetected outages
Monitoring Analyst	Alerting	Define actionable alert thresholds for all monitored assets	% of alerts with resolution playbooks	Delivery	Before Go-Live	Alert fatigue or ignored alerts
Monitoring Analyst	Integration	Ensure monitoring tools integrate with incident system	Alert → ticket conversion rate	Delivery	Before Go-Live	Manual logging and delayed response
Business Continuity Lead	Continuity	Service must be included in the BCP scenario planning	BCP inclusion checklist	Project	Before Go-Live	Service omitted from critical recovery processes
Business Continuity Lead	Recovery	Service must meet RTO and RPO targets in DR tests	DR test results vs. objectives	Operations	Ongoing in Operations	Non-compliance during real incidents
Business Continuity Lead	Awareness	Ensure all key staff know service continuity steps	% trained staff per service area	Operations	Ongoing in Operations	Delayed recovery due to confusion
Configuration Manager	Configuration	Maintain >95% accuracy of CMDB for in-scope services	CMDB accuracy audit result	Operations	Ongoing in Operations	Incorrect impact assessment or troubleshooting delays
Configuration Manager	Compliance	Ensure configuration item relationships are documented	% CIs with defined relationships	Delivery	Before Go-Live	Blind spots in dependency and change risk
Configuration Manager	Monitoring	Monitor and reconcile all discovered CIs weekly	Auto-discovery vs. CMDB delta rate	Operations	Ongoing in Operations	Asset drift and audit failure
Service Level Manager	Availability	Define and document all critical SLAs before go-live	Signed SLA document status	Project	Before Go-Live	Service launched without clear expectations
Service Level Manager	Performance	Review SLA achievement monthly and report exceptions	# of SLA breaches reviewed	Operations	Ongoing in Operations	Underperformance without action
Service Level Manager	Customer Experience	Align SLAs to customer journey stages	Coverage % of touchpoints	Design	During Design	Mismatch between SLA and experience
Change Manager	Change Risk	Categorise 100% of changes using agreed risk model	% of changes with risk score	Delivery	Before Go-Live	Uncontrolled changes and outages
Change Manager	Change Performance	Maintain >85% change success rate	% of changes completed without rollback	Operations	Ongoing in Operations	Service instability
Change Manager	Governance	Ensure CAB reviews cover high-risk items	# high-risk items reviewed by CAB	Operations	Ongoing in Operations	Lack of oversight or surprise issues
Release Manager	Release Integrity	Verify every release has a tested rollback plan	% of releases with rollback test evidence	Delivery	Before Go-Live	Failed releases and extended outages
Release Manager	Deployment Readiness	Validate deployment steps with all teams	Deployment checklist sign-off	Delivery	Before Go-Live	Deployment errors or delays
Release Manager	Supportability	Coordinate release timing with support desk awareness	Release schedule communication status	Delivery	Before Go-Live	Support unprepared for volume or issues
Application Owner	Availability	Application must maintain agreed uptime during business hours	% uptime per app/service	Operations	Ongoing in Operations	Critical app unavailable, business disruption
Application Owner	Performance	Application response time must meet SLA thresholds	Avg response time under peak load	Operations	Ongoing in Operations	Poor user experience or timeouts
Application Owner	Release Readiness	Application changes must be regression tested before release	% of changes with test evidence	Delivery	Before Go-Live	Broken features in production
Network Owner	Connectivity	Maintain internal network latency within defined limits	Avg latency ms (internal links)	Operations	Ongoing in Operations	App lag, video issues, user complaints
Network Owner	Resilience	Critical paths must have redundant connectivity	% of redundant links in place	Project	Before Go-Live	Single point of failure
Network Owner	Monitoring	All core links must be monitored and alerted	Monitoring coverage of backbone	Delivery	Before Go-Live	Undetected outage risk
Middleware Manager	Integration	Middleware must support required throughput under load	Max TPS (transactions/sec) under test	Delivery	Before Go-Live	System bottleneck at integration point
Middleware Manager	Scalability	Ensure horizontal scaling is configured	Auto-scale enabled or tested	Delivery	Before Go-Live	Scaling failure under real usage
Middleware Manager	Reliability	Middleware failure must not cause data loss	# of failed transaction retries	Operations	Ongoing in Operations	Lost updates or service inconsistency
Database Administrator	Performance	Query times must be within 1s for standard queries	Avg query duration (ms)	Operations	Ongoing in Operations	Slow UI or reports
Database Administrator	Backup & Recovery	Daily backups must be successful and tested monthly	Backup success rate, test log	Operations	Ongoing in Operations	Data loss or legal breach
Database Administrator	Security	All DBs must use encrypted connections and access controls	Encryption flag + role audit logs	Delivery	Before Go-Live	Data breach or audit failure
Infrastructure Architect	Scalability	Core infra should scale to expected peak and future growth	Scale plan vs usage forecast	Design	During Design	Capacity constraints or refactor needed
Infrastructure Architect	Resilience	Design must include DR and failover zones	DR readiness checklist	Project	Before Go-Live	No service continuity in incident
Infrastructure Architect	Cloud Governance	Public cloud usage must follow guardrails	Policy compliance report	Operations	Ongoing in Operations	Cost explosion or security issue
Cloud Owner	Cost Management	Cloud workloads must stay within approved monthly budgets	Monthly spend vs budget	Operations	Ongoing in Operations	Unexpected costs or financial exposure
Cloud Owner	Security	Cloud storage and services must follow access policies	Policy compliance report	Delivery	Before Go-Live	Access breach or misconfiguration
Cloud Owner	Availability	Cloud service uptime must meet service tier commitments	Provider SLA achievement %	Operations	Ongoing in Operations	Service outages outside internal control
Platform Engineer	Automation	Infrastructure must be provisioned using IAC templates	% infra provisioned via code	Delivery	Before Go-Live	Manual config drift or inconsistencies
Platform Engineer	Observability	Platform must expose logs, metrics and traces to monitoring	Tool coverage %	Delivery	Before Go-Live	Blind spots in health and debugging
Platform Engineer	Resilience	Platform must tolerate single node or region failure	HA/failover test results	Project	Before Go-Live	Outages or data loss during infra failure
DevOps Lead	CI/CD	All code changes must go through CI pipeline	% of commits via CI/CD	Delivery	Before Go-Live	Uncontrolled deployment risks
DevOps Lead	Deployment Speed	Deployments must complete within defined time windows	Avg deployment duration	Operations	Ongoing in Operations	User disruption or change rollback
DevOps Lead	Rollback Capability	All releases must include validated rollback procedures	% releases with rollback plan	Delivery	Before Go-Live	Stuck deployments or extended downtime
Solution Architect	Scalability	System must handle forecasted user and transaction load	Load test vs capacity plan	Design	During Design	Refactor needed post-launch
Solution Architect	Maintainability	Design should support modular upgrades or patching	Modularity assessment score	Design	During Design	Future changes become risky or costly
Solution Architect	Compliance	Architecture must align to internal governance standards	Architecture review status	Design	During Design	Non-approved patterns or exceptions
Integration Engineer	Interoperability	All integrations must use approved protocols	% APIs using standard protocols	Delivery	Before Go-Live	Incompatibility or system errors
Integration Engineer	Latency	Critical integration calls must return under 500ms	Avg round-trip time	Operations	Ongoing in Operations	Slow response in dependent apps
Integration Engineer	Error Handling	Failed API calls must generate actionable logs	Log coverage and alert rate	Operations	Ongoing in Operations	Undetected or silent failures
Service Integration Manager	Governance	Document integration model with service ownership and SLAs	Signed RACI and SLA integration matrix	Project	Before Go-Live	Disputes or delivery gaps across suppliers
Service Integration Manager	Performance	Validate end-to-end service KPIs across all towers	Tower-aligned KPI dashboard	Operations	Ongoing in Operations	Siloed performance and missed targets
Service Integration Manager	Change Coordination	Synchronise change freeze periods across suppliers	Change calendar alignment status	Delivery	Before Go-Live	Out-of-sync deployments or collisions
Supplier Manager	Contractual Compliance	Suppliers must deliver services per contract terms	Performance vs contract scorecard	Operations	Ongoing in Operations	Under-delivery or legal risk
Supplier Manager	Risk Management	Capture and escalate delivery risks from vendors	Risk log entries and reviews	Operations	Ongoing in Operations	Blind spots in service quality or compliance
Supplier Manager	Transition Readiness	Ensure suppliers meet onboarding requirements before go-live	Supplier onboarding checklist	Delivery	Before Go-Live	Delays in readiness or support gaps
Vendor Representative	Availability	Vendor systems must meet integration SLAs	Availability reports against interface SLAs	Operations	Ongoing in Operations	Downstream service outages
Vendor Representative	Support Responsiveness	Tickets must be triaged within defined SLA window	Initial response time reports	Operations	Ongoing in Operations	Delayed escalations or poor collaboration
Vendor Representative	Incident Transparency	Vendors must provide root cause summaries post-incident	RCA delivery timeliness	Operations	Ongoing in Operations	Unresolved recurring issues
Commercial Governance Lead	Financial Oversight	Track budget vs actuals across all service contracts	Monthly financial variance report	Operations	Ongoing in Operations	Overspend or poor forecasting
Commercial Governance Lead	Compliance	Vendor spend must comply with procurement policy	Auditable procurement report	Operations	Ongoing in Operations	Policy violations or audit exceptions
Commercial Governance Lead	Contract Lifecycle	Ensure contract renewals include updated performance targets	Renewal schedule with new KPI alignment	Project	Before Go-Live	Outdated terms reducing leverage
Project Manager	Planning	Define and document all NFRs before solution build starts	# of NFRs approved by stakeholders	Project	Before Go-Live	Scope misalignment or late design rework
Project Manager	Readiness	Ensure all NFRs are included in test and transition plans	NFR-to-test-case mapping	Delivery	Before Go-Live	Unvalidated or missing capabilities
Project Manager	Traceability	NFRs must be tracked to closure during project lifecycle	NFR tracking log status	Delivery	Immediately Post-Go-Live	Unrealised requirements in production
Architecture Lead	Compliance	Design must comply with approved architectural standards	Architecture board approval log	Design	During Design	Unapproved patterns or security gaps
Architecture Lead	Integration	Design must define all system and data interfaces	Integration model signed off	Design	During Design	Integration failure at build or test
Architecture Lead	Flexibility	Ensure future extensibility and modularity is feasible	Modularity assessment score	Design	During Design	Lock-in or costly changes later
Business Owner	Experience	Key NFRs must reflect user pain points and success factors	# NFRs aligned to user journeys	Project	Before Go-Live	Mismatch between solution and need
Business Owner	Benefits Realisation	NFRs must be linked to outcome metrics	# NFRs tied to KPIs or OKRs	Delivery	Immediately Post-Go-Live	No evidence of impact post-launch
Business Owner	Transition Assurance	Stakeholders must agree that NFRs are met pre-launch	Stakeholder NFR sign-off status	Delivery	Before Go-Live	Resistance or dissatisfaction post-handover
Security Lead	Security	All data at rest and in transit must be encrypted	% systems with encryption enabled	Delivery	Before Go-Live	Data exposure or breach
Security Lead	Access Control	Privileged access must be role-based and auditable	Access control audit result	Operations	Ongoing in Operations	Policy violations or insider risk
Security Lead	Regulatory Alignment	System must comply with relevant industry/data laws	Regulatory checklist pass rate	Project	Before Go-Live	Legal liability or fines
Governance Board Member	Oversight	Key NFRs must be reviewed at each governance gate	NFR gate review evidence	Project	Before Go-Live	Gaps in critical design or transition decisions
Governance Board Member	Strategic Alignment	NFRs must align with enterprise strategy and policy	# NFRs linked to strategic objectives	Design	During Design	Misaligned delivery effort
Governance Board Member	Accountability	Ensure assigned roles for each NFR are approved	NFR ownership matrix completion	Project	Before Go-Live	No single point of accountability
CIO / Strategy Lead	Performance Management	All NFRs must be traceable to measurable performance	# NFRs linked to metrics	Delivery	Immediately Post-Go-Live	Inability to prove value
CIO / Strategy Lead	Portfolio Governance	Service NFRs must not conflict across overlapping projects	Cross-NFR impact review held	Design	During Design	Conflicting requirements cause delivery clashes
CIO / Strategy Lead	Resilience Strategy	Ensure organisation-wide resilience patterns are applied	# of services using resilience standards	Design	During Design	Inconsistent availability or recoverability
Product Owner	Value Alignment	Ensure NFRs align to product vision and roadmap	# NFRs mapped to features/goals	Project	Before Go-Live	Misaligned delivery or stakeholder rejection
Product Owner	Prioritisation	NFRs must be ranked alongside functional backlog items	Prioritisation record in backlog	Project	Before Go-Live	Ignored non-functional constraints
Product Owner	Benefit Tracking	Track delivery of NFRs that drive key outcomes	# of NFRs linked to benefit metrics	Delivery	Immediately Post-Go-Live	No proof of value for key design elements
Risk Manager	Risk Control	NFRs must be assessed for operational and regulatory risk	# of NFRs with risk classification	Project	Before Go-Live	Unknown exposure across service
Risk Manager	Mitigation Planning	Every high-risk NFR must include a mitigation plan	% of critical NFRs with mitigation logged	Delivery	Before Go-Live	Residual risk unmanaged
Risk Manager	Monitoring	Ongoing risks associated with NFRs must be tracked and reviewed	Risk log with status updates	Operations	Ongoing in Operations	Undetected risk impact in live environment
QA/Test Manager	Coverage	All NFRs must be linked to test cases	# NFRs with test case traceability	Delivery	Before Go-Live	Key quality attributes not validated
QA/Test Manager	Test Performance	Execute performance/load/security tests per NFR requirements	% test success rate vs NFR thresholds	Delivery	Before Go-Live	Poor performance or missed vulnerabilities
QA/Test Manager	Reporting	NFR test results must be shared during transition readiness	Availability of NFR test reports	Delivery	Before Go-Live	Gate reviews passed with poor test evidence
HR Business Partner	Capability Readiness	Staff must be in place and trained for live support	Staffing level vs support model	Project	Before Go-Live	Support teams underprepared
HR Business Partner	Role Clarity	Support and delivery teams must understand their role in sustaining NFRs	% of staff briefed on NFR expectations	Delivery	Immediately Post-Go-Live	Unclear ownership leads to SLA breaches
HR Business Partner	Retention Planning	Support continuity must be considered in resource planning	Attrition risk coverage plan	Operations	Ongoing in Operations	Loss of key personnel creates delivery gaps
Training Lead	Knowledge Transfer	Training must cover usage and operation of NFR-driven capabilities	Training coverage vs system feature list	Delivery	Before Go-Live	User errors or misuse of services
Training Lead	Accessibility	Training materials must be available in approved formats and languages	Content format coverage %	Delivery	Before Go-Live	Compliance or accessibility issue
Training Lead	Evaluation	Training effectiveness must be validated post-go-live	Post-training assessment scores	Operations	Immediately Post-Go-Live	Gaps in understanding persist
UX Designer	User Experience	System must support intuitive interactions and low friction journeys	Usability test success rate	Design	During Design	User dissatisfaction or drop-off
UX Designer	Accessibility	Design must comply with WCAG 2.1 accessibility standards	Accessibility compliance audit	Design	During Design	Exclusion of user groups
UX Designer	Consistency	UI components must align with enterprise standards	Design system adherence rate	Design	During Design	Visual inconsistency or brand misalignment
Finance Manager	Cost Predictability	NFRs must be supported by realistic cost models	Variance between estimated and actual NFR cost	Project	Before Go-Live	Budget shocks at delivery or ops
Finance Manager	Sustainability	Ongoing NFR-driven costs must be budgeted	Opex forecast including NFR impact	Operations	Ongoing in Operations	Funding gaps for operational services
Finance Manager	Value Assurance	Major NFR spend must be linked to measurable ROI	% NFRs with benefit-to-cost ratio	Project	Before Go-Live	Spending not aligned with business goals
Legal Advisor	Regulatory Compliance	NFRs must meet contractual and legal obligations	# of NFRs linked to regulatory clauses	Project	Before Go-Live	Violation of legal terms
Legal Advisor	Data Sovereignty	Ensure data processing NFRs comply with local laws	# of systems geo-aligned with policy	Delivery	Before Go-Live	Non-compliance or legal exposure
Legal Advisor	IP/Contractual Review	Legal must review NFRs that affect vendor or customer agreements	Review status of legal-sensitive NFRs	Project	Before Go-Live	Clause breaches or unmanaged commitments
Stakeholder	NFR Domain	Requirement	Example Metric	Phase	Realisation Point	Risk if Missed

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