Certified Business Analysis Professional (CBAP) — Question 232

You are hosting a collection of stakeholders from across the organization to identify the ideas and attitudes about your company's help desk. You want the stakeholders to honestly share their opinions about the help desk service so you can identify problems, solutions, and take actions to improve the service.
What type of requirements elicitation activity is this?

Answer options

• A. Stakeholder analysis
• B. Focus groups
• C. Workshop
• D. Root cause analysis

Correct answer: B

Explanation

The correct answer is B, Focus groups, as this method involves gathering a diverse group to discuss their opinions and experiences, which aligns with the goal of identifying problems and solutions. Stakeholder analysis (A) is more about identifying and prioritizing stakeholders rather than gathering their feedback. A workshop (C) typically involves a more structured approach to problem-solving and collaboration, while root cause analysis (D) focuses on identifying the fundamental causes of issues rather than gathering opinions.