RE18 Question #56: Real Exam Question with Answer & Explanation

A project set up to improve an incident management process has focused on the existing call centre activities. A business analyst has been employed to undertake requirements elicitation for the process improvement. The following is a partial report compiled by the business analyst whilst undertaking requirements elicitation: Call Centre Key Activities 9am 10am 2pm 4pm Answering telephone ?receiving incident Tom Bill information Recording the incident on the system Anne Lisa Searching for known solution Bill Jane Raising incident to second tier support Reporting back to the customer Updating / closing the incident record Lisa, Jane Tom, Anne Which elicitation method is being used?