Real-world case study – cardholder portal project

You are the business analyst responsible for the elicitation activities on a cardholder portal project. You have prepared some initial scope-based project materials to take with you when having one-on-one requirements elicitation interviews. Your first interview was today with the head of the department, Mr. Martin. This is how it went… 

You: “Good day Mr. Martin. Thank you for meeting with me today, I know you have a very busy schedule.” 
Mr. Martin: “That's no problem, I am actually very excited to get this project off the ground!” 
You: “That's wonderful. Now we spoke a few weeks ago about the general scope of this project so I will not cover that again! Let's jump right into your key requirements. Is that alright?” 
Mr. Martin: “Yes – I have a few great ideas for this system…”
 You: “What would the most important things be that you would like this system to be able to do?” 
Mr. Martin: “So glad you asked… here are some of the things that spring to mind: I want the system to be able to register any new cardholder online so that they can activate their cards that way. I don't want an admin person to have to activate cards because it will make the maintenance costs astronomical and we won't sell any cards. I also want them to manage their own personal details on the new portal but they mustn't be allowed to update key details such as addresses or names! Fraud is such a problem with these cards so we must also have some fraud rules built in to prevent criminals from misusing the cards. Oh and another very important thing, we must make sure only approved users can use the system…” 
You: “Wow, you know what you want! Thank you…”
Mr. Martin: “I have a lot more where that came from, but unfortunately I have to run. Come back any time to discuss my other requirements!” 
You: “Thank you, I believe we still have a lot of detail to cover. I will go and compile all this information we have discussed so far in a requirements document and send it back to you for confirmation. How would you prefer to receive this information?”
Mr. Martin: “You can send an email if you like but I wouldn't mind also having another follow-up meeting. As you know, I hardly ever get to my emails. The rest of my team also has some ideas for requirements; so make sure to include them for our next session. ” 
You: “Thanks again Mr. Martin, your input has been extremely valuable and I really look forward to working with you on the detailed solution requirements for this project. I will organize another session and include the wider team.”

Question 1

Using the provided case study, as the business analyst you should monitor your stakeholders' attitudes toward the project. 

Which of the following options describes Mr. Martin's attitude toward this initiative best?

A. Mr. Martin comes across as very supportive of the project

B. Mr. Martin comes across as neutral and impartial toward the project

Question 2

Which of the Elicitation and Collaboration tasks does the majority of the case study describe an example of? 

Choose the correct answer:

A. Prepare for elicitation

B. Run an elicitation session

C. Conduct elicitation

D. Confirm the elicitation results

Question 3

Using the provided case study, which of the following elements should be part of your preparation activities for the follow-up elicitation session suggested that will include the rest of Mr. Martin's team?

Choose the correct answer:

A. Select elicitation techniques, and set up logistics

B. Capture elicitation outcomes, and set up logistics

C. Select elicitation techniques, and guide elicitation activity

D. Capture elicitation outcomes, and guide elicitation activity

Question 4

To answer this question, use the provided case study and consider the following additional information: you are required to also engage an entirely new team to also understand their requirements for the cardholder portal solution. Since they have not been involved or worked with you before, would it be appropriate to educate them on how you use elicitation techniques?

Choose the correct answer:

A. No, it should be assumed they know how it works and it would be an inappropriate use of their time

B. Yes, but only if they confirm that they have not used the techniques before

Question 5

Using the provided case study, which of the following methods of communication do you believe will be the most effective to use when communicating to Mr. Martin the business analysis information captured so far?

Choose the correct answer:

A. Print a copy of the requirements and leave it on his desk

B. A combination of email and face-to-face meetings

C. Only communication via email is needed

D. Mr. Martin doesn't need to be informed at this stage

Question 6

To answer this question, use the provided case study and consider the following additional information: you have finished the follow-up with the wider team as suggested by Mr. Martin. Mr. Martin now wants you to present him and his team with an overview of the requirements you have elicited so far.

Select the best approach for this task considering that the stakeholders have limited availability and are all located in the same building:

A. A group meeting presenting the requirements packages in a presentation format

B. A group meeting presenting the requirements packages in a detailed formal document.

C. A group meeting presenting the requirements packages in an informal format open for discussion

D. Individual meetings to ensure every stakeholder understands each requirement

Question 7

To answer this question, use the provided case study and consider the following situation that has occurred with one of Mr. Martin's team members: you have been promised that one of Mr. Martin's team members, Jennifer, can spend at least 1 day per week with you to define the detailed solution requirements. She has not attended any of the prearranged meetings, as she claims to have higher priorities to attend to. Your project deadlines are fast approaching.

What is the best way to resolve this situation?

A. This is normal – don't do anything

B. Just try and find another stakeholder that is not as busy as Jennifer

C. Tell Jennifer to drop everything and help you as promised

D. Raise the situation as a risk to the project, as you are not getting the stakeholder time that was agreed upon

Question 8

Using the provided case study and considering that you have now finished the follow-up elicitation session with the wider team, do you think it is necessary to confirm the elicitation results from the last session or can you assume it is all OK?

A. It is safe to assume it is OK and not waste more time with the further confirmation

B. You should always confirm that elicitation results are accurate and complete

C. You should in some cases confirm that elicitation results are accurate and complete

D. You should only confirm that elicitation results are accurate and complete if you have low confidence in your results

Question 9

Using the provided case study, while you are preparing for the follow-up session with Mr. Martin and his team, your colleague tells you that he has some additional elicitation results from sessions he recently conducted that could help you prepare and define the requirements.

What should you do with these additional elicitation results?

A. Keep the elicitation results for review and analysis after the next session you are preparing for now

B. Include any relevant information from this new information in your preparation for the next elicitation session

C. Disregard the additional elicitation results because it is likely to be out of date and incomplete

D. Thank your colleague and say you will look at it later when you have time

Question 10

To answer this question, use the provided case study and consider the following additional information: you have conducted your final elicitation session with Mr. Martin's team and everyone has agreed that your elicited requirements are correct and relevant.

Which of the following options best describes the output of this task?

A. Elicitation results (communicated)

B. Elicitation results (confirmed)

C. Requirements (communicated)

D. Requirements (confirmed)

Question 11

The Elicitation and Collaboration Knowledge Area consists of five different tasks.

Which of the following tasks are not tasks described as part of this Knowledge Area?

A. Prepare stakeholders for elicitation

B. Conduct elicitation

C. Manage stakeholder collaboration

D. Communicate elicitation results

Question 12

The Elicitation and Collaboration Knowledge Area is a series of activities that are not performed in isolation. What else is true about the nature of activities in the Elicitation and Collaboration Knowledge Area?

Choose the correct answer:

A. Any stakeholder engagement is valid elicitation input

B. Tasks are always performed in a sequential way

C. It is always a planned activity

D. It can be performed as a planned or unplanned activity

Question 13

Which of the following options describe the output(s) of the Elicitation and Collaboration task: Conduct Elicitation?

Choose the correct answer:

A. Elicitation results (communicated)

B. Elicitation results (clarified)

C. Elicitation results (unconfirmed)

D. Elicitation results (confirmed) 

Question 14

Which of the following options describe the output(s) of the Elicitation and Collaboration task: confirm elicitation results?

Choose the correct answer:

A. Elicitation results (communicated)

B. Elicitation results (clarified)

C. Elicitation results (unconfirmed)

D. Elicitation results (confirmed) 

Question 15

Which of the Elicitation and Collaboration Knowledge Area tasks has the purpose of checking that the information gathered during an elicitation session is accurate and consistent with other information?

Choose the correct answer:

A. Conduct Elicitation 

B. Confirm Elicitation results

C. Check Elicitation results

D. Validate Elicitation results

Question 16

When you prepare a requirements package, you can choose from a variety of different forms.

Select all the forms you can choose to use when developing your requirements package:

A. Presentations

B. Formal documentation

C. Meetings

D. Informal documentation

Question 17

It is part of a business analyst's role to monitor the participation and performance of stakeholders to ensure that stakeholder interests and attitudes toward the initiative and work that they are participating in stay constant or improve.

Is this true or false?

A. True

B. False

Question 18

Which of the following options describe the input(s) of the Elicitation and Collaboration task: Manage Stakeholder Collaboration?

Choose the correct answer:

A. Business analysis information

B. Communication plan

C. Stakeholder matrix

D. Business analysis performance assessment

Question 19

The primary goal of developing the business analysis information package is to convey information clearly and in a useable format for continuing change activities. To help decide how to present requirements, business analysts ask the following types of questions.

Choose all the correct options:

A. What information is important to communicate?

B. Are the requirements we include approved and verified?

C. Who is the audience of the package?

D. Are there any regulatory or contractual constraints to conform to?

Question 20

There are three common types of elicitation. When information cannot be drawn from people or documents, it often means the information is unknown. Which elicitation type is employed to help uncover this type of information?

Choose the correct answer:

A. Creative games

B. Experiments

C. Workshops

D. Collaboration

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