A categorization of customer concerns for an OT front-end of innovation process in an IT/OT convergence context.

Summary Operational Technologies (OT) are designed to monitor and control plants. OT are increasingly mixed with Information Technologies (IT) in global solutions. A conventional customer inquiry is no more sufficient to get enough data about Customer Concerns (CC). Indeed, an IT OT solution is the nervous system of a company. it intertwines people processes and functions. For specification step, one must now capture negative perceptions in the interrelationships with other actors of the customer company. The paper creates a database of CC describing dissatisfactions between several involved personas.