(Module 2) Session 3 - Chapter 4-Elicitation-And-Collaboration

BOSCH | Elicitation & Collaboration 1
AGENDA
• Review of Chapter 3
• Introduction of Chapter 4
• 4.1 Prepare for Elicitation
• 4.2 Conduct Elicitation
• 4.3 Confirm Elicitation Results
• 4.4 Communicate Business Analysis Information
• 4.5 Manage Stakeholder Collaboration

REVIEW OF CHAPTER 3
• 3.1 Plan Business Analysis Approach
• 3.2 Plan Stakeholder Engagement
• 3.3 Plan Business Analysis Governance
• 3.4 Plan Business Analysis Information Management
• 3.5 Identify Business Analysis Performance Improvements

INTRODUCTION
• Chapter 4 of BABOK v3
• The knowledge area is considered the main path for discovering

requirements and design information. It describes the tasks a business
analyst performs to obtain and confirm information from stakeholders.
• A few key items to understand within the knowledge area are:

• It is collaborative
• It is not a “phase”
• It is ongoing as long as analysis work is occurring
• Should not be considered an “isolated” activity
• May trigger additional elicitation activities to obtain details to fill in
gaps and increase understanding

INTRODUCTION
elicitation là quá trình ào sâu, collect - tìm hiu thông tin: t câu hi, làm kho sát, a khách hàng 1 sp => ly ý kin kh v sp ó, trong quá trình c sách, c tài
liu,... nma phi ly thông tin hu ích, sau khi ly c thông tin thì sau ó s analysis. elicitation xy ra bt kì giai on nào ca d án, nó là 1 vòng lp
• This knowledge area consists of tasks performed to:

• Communicate expectations of stakeholders
• Conduct elicitation activities
• Confirm the outcomes of elicitation activities
• Understand stakeholder needs
• Provide stakeholders with key information
• Engage stakeholders throughout the business analysis process kt ni tt c stakeholder liên
quan làm vic vi nhau

INTRODUCTION
BOSCH | Elicitation & 6

Collaboration
INTRODUCTION

Collaboration
INTRODUCTION - APPLYING THE BUSINESS
ANALYSIS CORE CONCEPT MODEL
Core Concept Elicitation and Collaboration
Change Use elicitation techniques to fully identify the characteristics
of the change including concerns that stakeholders have
Need Elicit, confirm, and communicate needs and supporting
business analysis information
Solution Elicit, confirm, and communicate necessary or desired
characteristics of proposed solutions
Stakeholder Manage the collaboration with the stakeholders who
participate in the business analysis work
Value Collaborate with stakeholders to assess the relative value of
information provided through elicitation
Context Apply elicitation techniques to identify business analysis
information about the context that may affect the change

Collaboration
4.1 Prepare for
Elicitation

Collaboration
4.1 PREPARE FOR ELICITATION
trc khi elicit thì cn t ra mc tiêu elicit làm gì
• Purpose
• To understand the scope of the elicitation activity, select appropriate
techniques, and plan for (or procure) appropriate supporting materials
and resources.
GAP analysis: thu hp khong cách gia cái mình hiu và cái kh yêu cu
• Description elicitation hot ng mnh m nht giai on GAP này
• Business analysts prepare for elicitation by defining the desired

outcomes of the activity, considering the stakeholders involved and the
goals of the initiative.
• This task includes: xác nh mc tiêu elicit hiu qu, xác nh phm vi khai thác
xác nh k thut có th tt nht ào sâu:
• Determining which work products will be produced using the elicitation results - gp khách
vd: self-research
hàng: cb câu hi ào sâu thông tin
• Deciding which techniques are best suited to produce those results t kh (word, excel, mail...) -
cb hu cn, cb nhng phng tin (hu cn) i gp khách hàng, confirm
vd: offli vs
thì khách
cb hàng xem
• Establishing the elicitation logistics check phòng hp, máy chiu, onl thì link zoom, wifi, giymìnhbútã take
hiu úng hay cha (1 ví d v
note,....
cái mình hiu a cho khách hàng
• Identifying any supporting materials needed xác nh tt c các tài liu cn vd file word, excel kh in câu tr li vào, porfolio
xem)
• Understanding circumstances to foster collaboration

xác nh nhng bên liên quan, Hiu hoàn cnh thúc y s hp tác, nhng ai liên quan hi BOSCH | Elicitation & 10
Collaboration

Collaboration
• Needs xd hiu c cái kh cn, k phi cái kh mun=> thuyt phc kh v gii pháp mà mình a ra => xd scope ca d
án
• Guides the preparation in terms of the scope and

purpose of elicitation activities.
• Elicitation can be used to discover the needs, but in
order to get started there must be some need that
exists—even if it has not yet been fully elicited or
understood.
1.
Inputs • Stakeholder Engagement Approach
• Understanding stakeholders' communication and
collaboration needs helps plan and prepare
appropriate and effective elicitation events.
xác nh stakeholder tham gia vào d án => chun b nhng phng thc, k thut collab vi stakeholder

Collaboration
hiu v scope ca elicitation
• Understand the Scope of Elicitation

• To determine the type of business analysis information to be
discovered during the elicitation activity and the techniques
that may be used business analysts consider:
• Business domain kin thc nn v mô hình kinh doanh
• Overall corporate culture and environment tùy thuc theo vn hóa và môi trng
• Stakeholder locations a im ca stakeholder

2. • Stakeholders who are involved and their group dynamics thành viên tham
gia i d án
Elements • Expected outputs the elicitation activities will feed output mong mun c a ra là cái
gì
skill ca BA, tùy theo th mnh skill ca mi BA
• Skills of the business analysis practitioner mà áp dng các cách khác nhau ly c
review ca khách hàng
• Strategy or solution approach da trên chin lc phát trin ca solution ó: kh nhiu tin, ít tin thì s
có nhng cách tip cn khác nhau
• Scope of future solution tng lai: ngn hn, dài hn ca gii pháp ó
• Possible sources of the business analysis information that might
feed into the specific elicitation activity.
nhng ngun thông tin nào giúp mình tin hành elicitation

Collaboration
chn nhng k thut khai thác, giúp cv i ào sâu tt hn. có rt nhiu k thut nma u phi da trên 2 yu t chính:
1. chi phí
2. thi gian
(3. mô hình kinh doanh ca kh: vd thuc lnh vc quc phòng, thông tin quc gia thì s k th self-research c
4. vn hóa t chc: nhà nc khác, t thin khác, tín ngng khác, nc ngoài khác, bo him khác)
• Select Elicitation Techniques
• In most cases, multiple techniques are used during
an elicitation activity.
• The techniques used depend on cost and time
constraints, the types of business analysis
information sources and their access, the culture of
the organization, and the desired outcomes.
2. • The business analyst may also factor in the needs of
Elements the stakeholders, their availability, and their location
(co-located or dispersed).
• Choosing the right techniques and ensuring each
technique is performed correctly is extremely
important to the success of the elicitation activity.
chn phng pháp úng và làm úng

Collaboration
chn úng
• Select Elicitation Techniques

• When selecting elicitation techniques, business
analysts consider:
i chúng, nhiu ng bit, khá quen thuc vs nhiu kh, cty
• Techniques commonly used in similar initiatives
• Techniques specifically suited to the situation k thut úng, phù hp vs tình hung
• Tasks needed to prepare, execute, and complete each
technique. chun b, thc thi, hoàn thành
2. • Due to changing dynamics and situations, the business
Elements analyst may be required to adjust the initial selections by
incorporating more appropriate techniques. A thorough
understanding of the variety of techniques available
assists the business analyst in adapting to changing
circumstances.
nu k thut áp dng không i úng thì phi i k thut ngay lp tc: vd, gi mail 2 ln k rep => call lin
cách tip cn k phi lúc nào cng úng, nhng nu k úng thì phi i lin

Collaboration
chun b công tác hu cn
• Set Up Logistics
• Logistics are planned prior to an elicitation activity.
The logistics for each elicitation activity include
identifying:
• Activity's goals
• Participants and their roles
• Scheduled resources, including people, rooms, and tools ghi âm li nu note k
2. • Locations
c c hoc trong trng
hp an toàn nht
Elements • Communication channels

• Techniques
• Languages used by stakeholders (oral and written).
• The logistics may also involve creating an agenda if
other stakeholders are involved. có th s cb c agenda kh bit ti gi nào thì ni dung gì

Collaboration
• Secure Supporting Material
• Business analysts identify sources of information that
are needed to conduct the elicitation activity.
• This information may be about:
chính sách công ty và lut l
• People
• Systems
• Historical data
2. • Materials
Elements • Documents
• Documents could include:
h thng ã làm r, ang có=> phân tích nghip v tng ng liên quan
• Existing system documents
• Relevant business rules chính
chính sách
sách công
công ty lut
ty và và llut l
• Organizational polices
• Regulations
• Contracts
Collaboration
• Secure Supporting Material

• Supporting materials might also take the form of
outputs of analysis work, such as draft versions of
analysis models (refer to 7.1 Specify and Model
Requirements, BABOK v3).
• Business analysts procure or develop the materials
and tools needed.
2.
• Additional planning for experimental elicitation might
Elements be required if novel tools, equipment, or techniques
are going to be used.

Collaboration
• Prepare Stakeholders
• Business analysts prepare stakeholders by:
• Educating stakeholders on how an elicitation technique
works or what information is needed to help them
understand the validity and relevance of the information
elicited
• Requesting that stakeholders review supporting materials
2. prior to the elicitation activity in order to make it as
effective as possible
Elements • An agenda might be provided in advance to support
stakeholders in coming prepared to the activity with the
necessary frame of mind and information

Collaboration
• Prepare Stakeholders
• Preparing stakeholders help ensure that there is buy-
in from all necessary stakeholders. Stakeholders
may be unresponsive or challenging during an
elicitation activity if they feel that it is not aligned to
their individual objectives, don't understand the
purpose, or are confused about the process.
2. • Eliciting through research or exploration may be a
Elements solo activity for the business analyst and not require
preparing other stakeholders.

Collaboration
• Business Analysts Approach tip cn theo các chin lc sau:
• Sets the general strategy to be used to guide the

business analysis work, this includes:
• General methodology tip cn theo phng pháp chung
• Types of stakeholders tùy theo loi stakeholder: li c, thiên k thut,...

• How stakeholders should be involved cn nhng ai involved i elicit thông tin
• List of stakeholders
3. • Timing of the work cn planning thi gian
Guidelines • Expected format and level of detail of elicitation results cn format, càng chi tit
and Tools
càng tt
• Identified challenges and uncertainties
xác nh th thách và không chc chn, không sn sàng => lit kê ra g nhng cái thách thc ó vi kh

Collaboration
• Business Objectives xác nh mc tiêu business mình hng ti là gì
• Describe the desired direction needed to achieve the

future state. They can be used to:
chun b và lên plan nhng event ào sâu, bng câu hi
• Plan and prepare elicitation events
• To develop supporting materials
• Existing Business Analysis Information

3. • May provide a better understanding of the goals of
Guidelines the elicitation activity. hiu bit tt hn ca mc tiêu hot ng ào sâu
and Tools • May aid in preparing for elicitation.

Collaboration
• Potential Value
• Describes the value to be realized by implementing
the proposed future state.
• Can be used to shape elicitation events.
3.
Guidelines
and Tools

Collaboration
khách hàng cha có gì, mình suy
phi dngh,
oántonhiu
ra các kch bn khác nhau, các d oán da trên câu tl ca khách hàng =>
• Brainstorming a cho khách hàng xem ã sát vi yêu cu ca khách hàng hay cha
• Used to collaboratively identify and reach consensus

about which sources of business analysis information
should be consulted and which elicitation techniques
might be most effective.
khách hàng ch có data base, document khá s sài
• Data Mining ào sâu xung h thng data ca khách hàng
4. • Used to identify information or patterns that require

Techniques further investigation.
• Document Analysis khách hàng ã có document y
• Used to identify and assess candidate sources of

supporting materials.

Collaboration
• Estimation d oán tính toán v thi gian và effort trong giai on elicit
• Used to estimate the time and effort required for the

elicitation and the associated cost.
• Interviews hi khách hàng bng nhiu cách xem mình elicit có úng hng hay không
• Used to identify concerns about the planned

elicitation, and can be used to seek authority to
4. proceed with specific options.
Techniques
• Mind Mapping nu c có th suggest khách hàng theo hng tt hn
• Used to collaboratively identify and reach consensus

about which sources of business analysis information
should be consulted and which elicitation techniques
might be most effective.

Collaboration
xác nh ri ro và cách mình qun lý nó, nu khách hàng thay i liên tc quá sc qun lý ca mình thì mình nên raise lên vi cp
qun lý cao hn x lý or BA t vn cho khách hàng 1 gii pháp mà ng cha tng ngh ti gn t mc ng mong mun
1 cái risky na là cty khách hàng cn phi ng bô d liu, cái này cn 1 thi gian x lý, research thêm
khách hàng lch múi gi cng là 1 risky
PO làm 1 thi gian ngn thì ngh, i ngi, mình cn support ngta ng catch up c thông tin có th a ra c requirement
• Risk Analysis and Management
• Used to identify, assess, and manage conditions or
situations that could disrupt the elicitation, or affect
the quality and validity of the elicitation results.
• The plans for the elicitation should be adjusted to
avoid, transfer, or mitigate the most serious risks.
4. • Stakeholder List, Map, or Personas

Techniques • Used to determine who should be consulted while
preparing for the elicitation, who should participate in
the event, and the appropriate roles for each
stakeholder.
làm list các stakeholder liên quan, map h li, óng vai trò gì trong business ca cty ó, tính cách ng ó ntn mình cn nm

Collaboration
kim chuyên gia trong i ca mình, tn dng domain knowledge ca ngkhac làm giàu cho domain knowledge cho
mình
• Domain Subject Matter Expert
• Provides supporting materials as well as guidance about
which other sources of business analysis information to
consult.
• May also help to arrange research, experiments, and
facilitated elicitation.
5. • Project Manager giúp mình kim nhng ngi contact chính
Stakeholders • Ensures that the appropriate people and resources are

available to conduct the elicitation.
• Sponsor là ngi có quyn có th giúp mình trong vic iu khin nh s giúp t các stakeholder khác
• Has the authority to approve or deny a planned elicitation

event.
• Authority to authorize and require the participation of
specific stakeholders.
Collaboration
• Elicitation Activity Plan
• Used for each elicitation activity.
• It includes:
• Logistics
• Scope of the elicitation activity
• Selected techniques
• Supporting materials
6.
Outputs

Collaboration
4.2 Conduct Elicitation

Collaboration
4.2 CONDUCT ELICITATION
chun b xong xuôi elicit ri thì làm thôi
• Purpose
• To draw out, explore, and identify information relevant to the change.
• Description
• There are three common types of elicitation:
• Collaborative: involves direct interaction with stakeholders, and relies on
their experiences, expertise, and judgment. phi hp, gp mt trc tip, gián tip vs khách hàng
• Research: involves systematically discovering and studying information from nghiên cu: BA làm vic c lp,
materials or sources that are not directly known by stakeholders involvedk làmin vic trc tip vi khách
hàng, research xong phi
the change. Stakeholders might still participate in the research. Research canli vs khách hàng
confirm
include data analysis of historical data to identify trends or past results xem
không
thông tin ó có úng hay
• Experiments: involves identifying information that could not be known without

some sort of controlled test. Some information cannot be drawn from people
or documents—because it is unknown. Experiments can help discover this
kind of information. Experiments include observational studies, proofs of
concept, and prototypes
thí nghim:
Collaboration
• Description
• One or more elicitation techniques may be used to produce the desired
outcome within the scope of elicitation.
• Stakeholders may collaborate in elicitation by:
• Participating and interacting during the elicitation activity
• Researching, studying, and providing feedback on documents, systems,
models, and interfaces.
MVP: Minimum Viable Product: product ã có tính nng c bn nht cho khách hàng s dng và ch có tính nng quan trng, user có quyn s dng hoc t
chi s dng hoc dùng xong feedback xu ly ý kin v sp, th tính nng ca product, product ã có sn, add thêm tính nng thm dò khách hàng có thích
tính nng không
MMP: Minimum Market Product: ngta a cho bn 1 sp bn dùng th xem concept ca product xem có kh nng phát trin trong tng lai hay không, th
th trng, product cha có, là sp mi trên th trng, tung ra xem khách hàng có thích concept ca sn phm này không

Collaboration

Collaboration

• Includes the following:
• Planned elicitation activities and techniques
• Activity logistics (for example, date, time, location,
resources, agenda)
• Scope of the elicitation activity
• Available sources of background information
1.
Inputs

Collaboration
nu stakeholder không hiu cách mình elicit thì mình nên educate, hng dn ngta confirm nh nào, confirm ni dung
gì, confirm vào âu, ánh vào ô nào,...
• Guide Elicitation Activity
• Understanding the proposed representations of business
analysis information, which were defined in planning,
helps ensure that the elicitation activities are focused on
producing the intended information at the desired level of
detail. This applies to each instance of an elicitation
activity throughout a change and may vary based on the
2. activity.
Elements • In order to help guide and facilitate towards the expected
outcomes, business analysts consider:
• The elicitation activity goals and agenda
• Scope of the change
• What forms of output the activity will generate
• What other representations the activity results will support

Collaboration

• In order to help guide and facilitate towards the
expected outcomes, business analysts consider:
• How the output integrates into what is already known,
• Who provides the information
• Who will use the information
• How the information will be used.
2. • While most of these are considered when planning
Elements for the elicitation activity (see 4.1 Prepare for
Elicitation), they are also all important while
performing the elicitation activity in order to keep it
on track and achieve its goal. The business analyst
needs to recognize that in the moment to determine
the next step; either acknowledge it and continue, or
guide the conversation differently.

Collaboration

• The business analyst also uses this information to
determine when there has been sufficient elicitation,
in order to stop the activity.
2.
Elements

Collaboration
• Capture Elicitation Outcomes
• Conducting elicitation is frequently iterative and takes
hot ng song song
place in a series of sessions—in parallel or in
hotsequence—according
ng tun tbbb to the scope of the elicitation
activity (see 4.1 Prepare for Elicitation). If the
không có trong plan
elicitation activity is unplanned, outcomes are
captured and integrated into the appropriate planned
outcomes.
2. • Capturing the elicitation outcomes helps to ensure
Elements that the information produced during elicitation
activities is recorded for later reference and use.

Collaboration
• Business Analysis Approach
• Influences how each elicitation activity is performed,
as it identifies the types of outputs that will be
needed based on the approach.

• May guide the questions posed during elicitation and
3. the approach used to draw out information from
Guidelines various stakeholders.
and Tools • Stakeholder Engagement Approach
• Provides collaboration and communication
approaches that might be effective during elicitation.

Collaboration
• Supporting Materials
• Includes any materials to prepare both the business
analyst and participants before elicitation.
• Includes any information, tools, or equipment to be
used during the elicitation.
3.
Guidelines
and Tools

Collaboration
i tìm hiu, nghiên cu th trng trc, nghiên cu i th, quy trình cty, có nhng phòng ban nào, nó nhp hàng nào,, nghiên
cu các loi hình kinh doanh, khách hàng ntn, => xác nh cái khách hàng mun, ly idea t i th cnh tranh
• Benchmarking and Market analysis

• Source of information used to compare specific processes,
systems, services, structure with an external baseline.
• Determines customer wants and what competitors provide.
• Brainstorming
• Generates many ideas in a short period of time.
3.
• Allows for organization and prioritization of those ideas.
Guidelines
and Tools • Business Rules Analysis
• Identifies rules used to govern decisions.
• Rules define, constrain, enable operations.

Collaboration
phi hp và làm vic vs nhau, ging braistorming nhng k nói idea na
• Collaborative Games mà nói v quy trình, ngh ra gii pháp gii quyt c vn ó
• Develops a better understanding of a problem

• Stimulate creative solutions
• Concept Modeling khái nim mô hình: tìm hiu mô hình kinh doanh, sn phm, i tng khách hàng
• Identifies key terms and ideas of importance

3. • Defines the relationship of the key terms and ideas
Guidelines • Data Mining tri nghim, coi d liu c ntn tng tng cách vn hành và a ra gii pháp ci to h thng c, ào sâu
and Tools mò data
• Used to identify pertinent information and patterns
• Data Modeling mô hình hóa data,
• Used to understand relationships

Collaboration
• Document Analysis c hiu tài liu hin có
• Review of existing systems, contracts, business

procedures, policies, standards, and regulations.
• Focus Groups 1 nhóm bàn vs nhau, mình a b câu hi cho h, h t tho lun r a ra 1 câu tr li, thng nht
câu tr li, mi i din nhng ngi quan trng i hp thôi
• Identify and understand ideas and attitudes.
4. • Interface Analysis phng vn trc tip, mình a b câu hi hi trc tip ngi ó luôn, truyn t ý trc tip nht,
Techniques pv tng ngi, phân tích giao din ca h thng (nu yc khác hàng a ra mà mình
• Aids in understanding the interaction, and the
k có sn), phân tích giao din da trên 3 yu t: h thng, role ca ng dùng ntn,
cu trúc cty
characteristics of that interaction between two entities.
• Systems
• Roles
• Organization

Collaboration
• Interviews
• Used to ask questions and uncover needs of stakeholders
• Identities problems
• Uncovers additional opportunities
h thng hóa li idea vi nhau, khác vs branstorming là a ra các idea nhiu nht có th
• Mind Mapping nhng ri rc, mind map là gn kt, h thng hóa li idea vi nhau, phát trin các bc tip theo
ca idea va a ra branstorm, r nhánh r t 1 idea nào ó, cu trúc hóa li 1 cách logic
các idea
4. • Used to generate many ideas from a group in limited
amount of time
Techniques
• Organize and prioritize ideas
quan sát cách cty ang hot ng kinh doanh, quan sát quy trình buôn bán, quan sát thc
t quy trình hot ng có c, li thi không, xem quy trình ó có v hay không
• Observation nhìn => ghi nh => phân tích
• Gain insight how current process is done in different

environments or circumstances

Collaboration
miêu t cá nhân liên quan ti quy trình ó vd user ngi mua
nghe nhng ngi liên quan ti quy trình ca cty ó trình bày v quy trình ca cty
• Process Analysis ntn, ngi ó s miêu t cho mình=> da trên miêu t, mình s tìm c nút tht và c
hi ci thin cho quy trình cty ngi ta
• Understanding the current process and to identify

opportunities for improvement.
• Process Modeling ging cái trên, nhng thiên v model, miêu t các n v liên quan ti quy trình ó
• Used to elicit processes from participants during
activities.
4.
Techniques • Prototyping gn nh là 1 sp hoàn thin,cái này khác mockup ch prototyping là sp ã c to ra ri, ging
99% sp theo yêu cu, mockup ch thy c trên hình v, wiframe: bn nháp s sài
• Elicit and validate needs through an iterative process.
• Creates a model or requirements or designs.
a cho khách hàng prototyp r khách hàng nhn xét, tri nghim, góp ý, mình s ly góp ý và bit cn ci thin thêm im nào

Collaboration
• Survey or Questionnaire
• Elicit business analysis information thru a series of
questions.
• Large audience in a short amount of time.
• Provides information about customers, products,
practices, and attitudes.
4. • Workshops
Techniques • Elicit business analysis information thru a more
structured and facilitated method.
• Provides information about customers, products,
practices, and attitudes.
chn ra key members ca mi phòng ban khác nhau, ngi li làm workshop

Collaboration
• Customer ngi tr tin cho dch v, customer có th là end user, nhng cng có th k phi là end userbbb
• Will provide valuable business analysis information

during elicitation.
• Domain Subject Matter Expert a ra hng gii quyt nhng k bit cách i c thbbbbb, là
chuyên gia ca lnh vc ó, không phi là chuyên gia
ca h thng ó
• Has expertise in some aspect of the situation and
can provide the required business analysis
5. information.
Stakeholders • Often guides and assists the business analyst in
identifying appropriate research sources, and may
help to arrange research, experiments, and
facilitated elicitation.
• End User
• User of existing and future solutions, who should
participate in elicitation.
end user là ngi s dng dch v hoc h thng, là ngi tng tác vs h thng, nu k tng tác thì chc chn k phi end user
Collaboration
thit k gii pháp, hiu rõ làm cách nào thc thi c gii pháp ó
• Implementation Subject Matter Expert

• Designs and implements a solution and provides
specialist expertise.
• Can participate in elicitation by asking clarifying
questions and offering alternatives.
• Sponsor ngi tr tin

5.
• Authorizes and ensures that the stakeholders
Stakeholders
necessary to participate in elicitation are involved.
• Any Stakeholders
• Could have relevant knowledge or experience to
participate in elicitation activities.

Collaboration
• Elicitation Results (unconfirmed)
• Captured information in a format that is specific to
the elicitation activity.
output cui cùng: a ra 1 thông tin ã c ào sâu trên file, bn v,.. nhng ây ch là ý kin ch quan, cha có s confirm ngc li
ca khách hàng
6.
Outputs

Collaboration
4.3 Confirm Elicitation
Results

Collaboration
4.3 CONFIRM ELICITATION RESULTS
xong các bc trên thì i confirm li vi khách hàng => giúp tìm ra c 1 v nào ó và gii quyt nó
kim tra li các source sau khi mình i ào sâu bit chc là nó úng hay sai
cn phi hp li vs stakeholder là thông tin h a ã c ghi nhn li:
- ngun thông tin có úng hay k, có chính xác hay không
- mình ã tìm ra c v nhng phi confirm li vs khách hàng, ngi trong cuc xem úng hay sai
- có th nhng thông tin mình ào sâu ã c, out date
-=> tính chính xác, tính thi gian và s confirm
• Purpose
• To check the information gathered during an elicitation session for
accuracy and consistency with other information.
• Description
• Elicited information is confirmed to identify any problems and resolve
them before resources are committed to using the information.
• Elicitation results can be compared against their source and other
elicitation results to ensure consistency.
• Collaboration with stakeholders might be necessary to ensure their
inputs are correctly captured and that they agree with the results of
non-facilitated elicitation.

Collaboration
• Description
• This review may discover errors, omissions, conflicts, and ambiguity.
• If information is not correct or inconsistent, the business analyst
determines what is correct, which can require more elicitation to
determine the correct information or resolve the discrepancies,
respectively.
• Committing resources to business analysis activities based on
unconfirmed elicitation results may mean stakeholder expectations are
not met.
• Confirming the elicitation results is a much less rigorous and formal
review than what occurs during analysis (for more information, see 7.1
Specify and Model Requirements).

Collaboration

Collaboration
• Elicitation Results (unconfirmed)

• Capture information in a format specific to the
elicitation activity.
1.
Inputs

Collaboration
• Compare Elicitation Results Against Source

Information
• Task 4.2 Conduct Elicitation describes sources from
which elicitation results may be derived, including
documents and stakeholder knowledge.
• The business analyst may lead follow-up meetings
where stakeholders correct the elicitation results.
2. • Stakeholders may also confirm the elicitation results
Elements independently.

Collaboration
• Compare Elicitation Results Against Other

Elicitation Results
• Business analysts compare results collected through
multiple elicitation activities to confirm that the
information is consistent and accurately represented.
• With comparisons, business analysts identify variations
in results and resolve them in collaboration with
2. stakeholders.
Elements • Comparisons may also be made with historical data to
confirm more recent elicitation results.
• Inconsistencies in elicitation results are often
uncovered when business analysts develop
specifications and models (models may be developed
during an elicitation activity to improve collaboration).

Collaboration
• Used to guide which alternative sources and which
elicitation results are to be compared.

• Used to confirm the results of elicitation activities.
• Used to develop additional questions to draw out
3. more detailed information.
Guidelines
and Tools

Collaboration
• Document Analysis
• Used to confirm elicitation results against source
information or other existing documents.
• Interviews
• Used to confirm the business analysis information
and to confirm that the integration of that information
4. is correct.
Techniques
• Reviews
• Used to confirm a set of elicitation results. Such
reviews could be informal or formal depending on the
risks of not having correct, useful, and relevant
information.

Collaboration
• Workshops
• Used to conduct reviews of the drafted elicitation
results using any level of formality.
• A predetermined agenda, scripts, or scenario tests
may be used to walk through the elicitation results,
and feedback is requested from the participants and
recorded.
4.
Techniques

Collaboration
• Domain Subject Matter Experts
• People with substantial knowledge, experience, or
expertise about the business analysis information
being elicited, or about the change or the solution,
help to confirm that elicitation results are correct, and
can help to identify omissions, inconsistencies and
conflicts in elicitation results.
5. • They can also confirm that the right business
Stakeholders analysis information has been elicited.
• Any stakeholder
• All types of stakeholders may need to participate in
confirming elicitation results.

Collaboration
• Elicitation Results (confirmed)
• Integrated output that the business analyst and other
stakeholders agree correctly reflects captured
information and confirms that it is relevant and useful
as an input to further work.
6.
Outputs

Collaboration
4.4 Communicate
Business Analysis
Information

Collaboration
4.4 COMMUNICATE BUSINESS ANALYSIS
INFORMATION
• Purpose
• To ensure stakeholders have a shared understanding of business
analysis information.
• Description
• Business analysts must communicate appropriate information to
stakeholders at the right time and in formats that meet their needs.
• Consideration is given to expressing the information in language, tone,
and style that is appropriate to the audience.

Collaboration
INFORMATION
• Description
• Communication of business analysis information is bi-directional and
iterative. It involves determining:
• Recipients
• Content
• Purpose
• Context
• Expected outcomes
• Communicating information does not simply involve pushing information
out and assuming it was received and understood.
• Task 3.2 Plan Stakeholder Engagement evaluates communication needs
and plans anticipated messages.

Collaboration
INFORMATION
• Description
• In communication, business analysts:
• Engage stakeholders to ensure they understand the information and gain
agreement
• Act on any disagreements
• The method of delivering the information may need to change if the
stakeholders are not receiving or understanding it.
• Multiple forms of communication might be required for the same information.

Collaboration
INFORMATION

Collaboration
INFORMATION
• Business Analysis Information
• Any kind of information at any level of detail that is
used as an input or output of business analysis work.
• Business analysis information becomes an input for
this task when the need is discovered to
communicate the information to additional
stakeholders.
1.
Inputs • Stakeholder Engagement Approach
• Describes stakeholder groups, roles, and general
needs regarding communication of business analysis
information.

Collaboration
INFORMATION
• Determine Objectives and Format of
Communication
• Business analysis information packages may be
prepared for a number of reasons including—but not
limited to—the following:
• Communication of requirements and designs to
stakeholders
2. • Early assessment of quality and planning

• Evaluation of possible alternatives
Elements
• Formal reviews and approvals
• Inputs to solution design
• Conformance to contractual and regulatory obligations
• Maintenance for reuse.

Collaboration
INFORMATION
Communication
• The primary goal of developing a package is to
convey information clearly and in usable format for
continuing change activities.
• To help decide how to present requirements,
business analysts ask the following types of
2. questions:
Elements • Who is the audience of the package?
• What will each type of stakeholder understand and need
from the communication?
• What is each stakeholder’s preferred style of
communication or learning?
• What information is important to communicate?

Collaboration
INFORMATION
Communication
• To help decide how to present requirements,
business analysts ask the following types of
questions:
• Are the presentation and format of the package, and the
information contained in the package, appropriate for
2. the type of audience?
• How does the package support other activities?
Elements • Are there any regulatory or contractual constraints to
conform to?

Collaboration
INFORMATION
Communication
• Possible forms for packages may include:
• Formal Documentation: is usually based on a template
used by the organization and may include text, matrices,
or diagrams. It provides a stable, easy to use, long-term
record of the information.
2. • Informal Documentation: may include text, diagrams, or

matrices that are used during a change but are not part of
Elements a formal organizational process.
• Presentations: deliver a high-level overview appropriate
for understanding goals of a change, functions of a
solution, or information to support decision making.

Collaboration
INFORMATION
Communication
• Consideration is given to the best way to combine and
present the materials to convey a cohesive and
effective message to one or more stakeholder groups.
• Packages can be stored in different online or offline
repositories, including documents or tools.
2.
Elements

Collaboration
INFORMATION
• Communicate Business Analysis Package
• This is to provide stakeholders with the appropriate
level of detail about the change so they can
understand the information it contains.
• Stakeholders are given the opportunity to review the
package, ask questions about the information, and
raise any concerns they may have.
2. • Selecting the appropriate communication platform is
Elements also important.

Collaboration
INFORMATION
• Communicate Business Analysis Package
• Common communication platforms include:
• Group collaboration: used to communicate the package
to a group of relevant stakeholders at the same time. It
allows immediate discussion about the information and
related issues.
• Individual collaboration: used to communicate the
package to a single stakeholder at a time. It can be used
2. to gain individual understanding of the information when a
Elements group setting is not feasible, most productive, or going to
yield the best results.
• E-mail or other non-verbal methods: used to
communicate the package when there is a high maturity
level of information that will need little or no verbal
explanation to support it.

Collaboration
INFORMATION
• Describes how the various types of information will
be disseminated rather than what will be
disseminated.
• Describes the level of detail and formality required,
frequency of the communications, and how
communications could be affected by the number
and geographic dispersion of stakeholders.
3.
Guidelines • Information Management Approach
and Tools • Helps determine how business analysis information
will be packaged and communicated to stakeholder.

Collaboration
INFORMATION
• Interviews
• Used to individually communicate information to
stakeholders.
• Reviews
• Used to provide stakeholders with an opportunity to
express feedback, request required adjustments,
4. understand required responses and actions, and
Techniques agree or provide approvals. Reviews can be used
during group or individual collaboration.

Collaboration
INFORMATION
• Workshops
• Used to provide stakeholders with an opportunity to
express feedback and to understand required
adjustments, responses, and actions. They are also
useful for gaining consensus and providing
approvals. Typically used during group collaborate.
4.
Techniques

Collaboration
INFORMATION
• End User
• Needs to be communicated with frequently so they
are aware of relevant business analysis information.
• Customer
• Needs to be communicated with frequently so they
are aware of relevant business analysis information.
5.
Stakeholders • Domain Subject Matter Expert
• Needs to understand the business analysis
information as part of confirming and validating it
throughout the change initiative.

Collaboration
INFORMATION
• Implementation Subject Matter Expert
• Needs to be aware of and understand the business
analysis information, particularly requirements and
designs, for implementation purposes.
• Tester
• Needs to be aware of and understand the business
5. analysis information, particularly requirements and designs
Stakeholders for testing purposes.
• Any stakeholder
• All types of stakeholders will likely need to be
communicated with at some point during the change
initiative.

Collaboration
INFORMATION
• Business Analysis Information (communicated)
• Business analysis information is considered
communicated when the target stakeholders have
reached an understanding of its content and implication
giao tip, c, gi tài liu cho stakeholder on the same page vs BA
6.
Outputs

Collaboration
4.5 Manage Stakeholder
Collaboration

Collaboration
4.5 MANAGE STAKEHOLDER
COLLABORATION
planning -> elecit -> giao tip, confirm -> transfer thông tin cho toàn b stakeholder
• Purpose
• To encourage stakeholders to work towards a common goal.
• Description
• Business analysis work lends itself to many collaboration opportunities
between groups of stakeholders on the business analysis work
products. Stakeholders hold various degrees of influence and authority
over the approval of work products, and are also an important source
of needs, constraints, and assumptions.
• In this task, the business analyst does the following with stakeholders:
• Identifies stakeholders
• Confirms their roles
• Communicates with them to ensure that the right stakeholders participate at
the right times and in the appropriate roles

81
Collaboration
COLLABORATION
• Description
• This is an ongoing activity.
• Begins once stakeholders have been identified and analyzed, new
stakeholders may be identified at any point during an initiative.
• As new stakeholders are identified, their role, influence, and
relationship to the initiative are analyzed.
• Each stakeholder's role, responsibility, influence, attitude, and
authority may change over time.
• The more significant the impact of the change or its visibility within the
organization, the more attention is directed to managing stakeholder
collaboration.
• Business analysts manage stakeholder collaboration to capitalize on
positive reactions, and mitigate or avoid negative reactions.

82
Collaboration
COLLABORATION
• Description
• Business analyst should constantly monitor and assess each
stakeholder’s attitude to determine if it might affect their involvement in
the business analysis activities.
• Poor relationships with stakeholders can have many detrimental
effects on business analysis, including:
• failure to provide quality information
• strong negative reactions to setbacks and obstacles
• resistance to change
• lack of support for, and participation in, business analysis work
• business analysis information being ignored

83
Collaboration
COLLABORATION
• Description
• Effects of poor relationships with stakeholders can be modified in part
through strong, positive, and trust-based relationships with
stakeholders.
• Business analysts actively manage relationships with stakeholders
who:
• Provide services to the business analyst, including inputs to business analysis
tasks and other support activities
• Depend on services provided by the business analyst, including outputs of
business analysis tasks
• Participate in the execution of business analysis tasks

84
Collaboration
COLLABORATION

Collaboration
COLLABORATION
• Stakeholder Engagement Approach
• Describes the types of expected engagement with
stakeholders and how they might need to be
managed.
• Business Analysis Performance Assessment

• Provides key information about the effectiveness of
1. business analysis tasks being executed, including
Inputs those focused on stakeholder engagement.

Collaboration
COLLABORATION
• Gain Agreement on Commitments
• Stakeholders participate in business analysis activities
that may require time and resource commitments.
• The business analyst and stakeholders identify and
agree upon these commitments as early in the initiative
as possible.
• The specific details of the commitments can be
2. communicated formally or informally, as long as there
Elements is explicit understanding of the expectations and
desired outcomes of the commitment.
• There may be dialogue and negotiation regarding the
terms and conditions of the commitments.

Collaboration
COLLABORATION
• Gain Agreement on Commitments
• Effective negotiation, communication, and conflict
resolution skills are important to effective stakeholder
management (see 9.5.4 Negotiation and Conflict
Resolution).
• Monitor Stakeholder Engagement

2. • Business analysts monitor the participation and
performance of stakeholders to ensure that:
Elements
• The right subject matter experts (SMEs) and other
stakeholders are participating effectively
• Stakeholder attitudes and interest are staying constant or
improving
• Elicitation results are confirmed in a timely manner
• Agreements and commitments are maintained

Collaboration
COLLABORATION
• Monitor Stakeholder Engagement
• Business analysts continually monitor for such risks as:
• Stakeholders being diverted to other work
• Elicitation activities not providing the quality of business
analysis information required
• Delayed approvals.
SIT: môi trng code
2. • Collaboration UAT: môi trng test
Elements • Stakeholders are more likely to support change if

business analysts collaborate with them and encourage
the free flow of information, ideas, and innovations.

Collaboration
COLLABORATION
• Collaboration
• Genuine stakeholder engagement requires that all
stakeholders involved feel that they are heard, their
opinions matter, and their contributions are recognized.
• Collaboration involves regular, frequent, and bi-directional
communication.
• Collaborative relationships help maintain the free flow of
2. information when obstacles and setbacks occur, and
Elements promote a shared effort to resolve problems and achieve
desired outcomes.

Collaboration
COLLABORATION
• Describes the nature and level of collaboration
required from each stakeholder group to perform
planned business analysis activities.
• Business Objectives
• Describe the desired direction needed to achieve the
3. future state. They can be used to focus diverse
stakeholders on a common vision of the desired
Guidelines business outcomes.
and Tools
• Future State Description
• Defines the desired future state and the expected
value it delivers which can be used to focus diverse
stakeholders on the common goal.

Collaboration
COLLABORATION
• Recommended Actions
• Communicating what should be done to improve the
value of a solution can help to galvanize support and
focus stakeholders on a common goal.
• Risk Analysis Results

• Stakeholder-related risks will need to be addressed
3. to ensure stakeholder collaboration activities are
Guidelines successful.
and Tools

Collaboration
COLLABORATION
• Collaborative Games
• Used to stimulate teamwork and collaboration by
temporarily immersing participants in a safe and fun
situation in which they can share their knowledge
and experience on a given topic, identify hidden
assumptions, and explore that knowledge in ways
that may not occur during the course of normal
4. interactions.
Techniques • Lessons Learned

• Used to understand stakeholders' satisfaction or
dissatisfaction, and offer them an opportunity to help
improve the working relationships.

Collaboration
COLLABORATION
• Risk Analysis and Management
• Used to identify and manage risks as they relate to
stakeholder involvement, participation, and engagement.
• Stakeholder List, Map, or Personas

• Used to determine the following:
• Who is available to participate in the business analysis work
4. • Show the informal relationships between stakeholders
Techniques • Understand which stakeholders should be consulted about
different kinds of business analysis information

Collaboration
COLLABORATION
• All Stakeholders
• All types of stakeholders who might be involved in
collaboration during change.
5.
Stakeholders

Collaboration
COLLABORATION
• Stakeholder Engagement:
• Willingness from stakeholders to engage in business
analysis activities and interact with the business
analyst when necessary.
6.
Outputs

Collaboration
HOMEWORK
• What are the common elicitation techniques that

you’ve used in your organization? Can you share
some best practices and tips for each of them?
• In your organization, how do you determine which

stakeholders will be included on the project? How do
you make a differentiation between project team
members and SMEs?

Collaboration

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BOSCH | Elicitation & Collaboration 1

• 4.1 Prepare for Elicitation

• 4.2 Conduct Elicitation

• 4.3 Confirm Elicitation Results

• 4.4 Communicate Business Analysis Information

• 4.5 Manage Stakeholder Collaboration

BOSCH | Elicitation & Collaboration 2

• 3.2 Plan Stakeholder Engagement

• 3.3 Plan Business Analysis Governance

• 3.4 Plan Business Analysis Information Management

• 3.5 Identify Business Analysis Performance Improvements

BOSCH | Elicitation & Collaboration 3

• The knowledge area is considered the main path for discovering

• A few key items to understand within the knowledge area are:

BOSCH | Elicitation & Collaboration 4

• This knowledge area consists of tasks performed to:

BOSCH | Elicitation & Collaboration 5

BOSCH | Elicitation & 6

BOSCH | Elicitation & 7

BOSCH | Elicitation & 8

BOSCH | Elicitation & 9

• Description elicitation hot ng mnh m nht giai on GAP này

• Business analysts prepare for elicitation by defining the desired

• Understanding circumstances to foster collaboration

BOSCH | Elicitation & 11

• Guides the preparation in terms of the scope and

BOSCH | Elicitation & 12

• Understand the Scope of Elicitation

• Stakeholder locations a im ca stakeholder

BOSCH | Elicitation & 13

BOSCH | Elicitation & 14

• Select Elicitation Techniques

BOSCH | Elicitation & 15

Elements • Communication channels

BOSCH | Elicitation & 16

• Secure Supporting Material

BOSCH | Elicitation & 18

BOSCH | Elicitation & 19

BOSCH | Elicitation & 20

• Sets the general strategy to be used to guide the

• Types of stakeholders tùy theo loi stakeholder: li c, thiên k thut,...

BOSCH | Elicitation & 21

• Describe the desired direction needed to achieve the

• Existing Business Analysis Information

BOSCH | Elicitation & 22

BOSCH | Elicitation & 23

• Used to collaboratively identify and reach consensus

4. • Used to identify information or patterns that require

• Document Analysis khách hàng ã có document y

• Used to identify and assess candidate sources of

BOSCH | Elicitation & 24

• Used to estimate the time and effort required for the

• Used to identify concerns about the planned

• Used to collaboratively identify and reach consensus

BOSCH | Elicitation & 25

4. • Stakeholder List, Map, or Personas

BOSCH | Elicitation & 26

5. • Project Manager giúp mình kim nhng ngi contact chính