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?