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Certified Business Analysis Professional (CBAP) · IIBA
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A focus group brings together a selected group of stakeholders to discuss their opinions, attitudes, experiences, and perceptions about a product or service. That's exactly what the scenario describes. A. Stakeholder analysis → Identifies stakeholders, their interests, influence, and relationships. B. Focus groups → ⭐ Gathers opinions and attitudes through guided group discussion. C. Workshop → Usually more structured and collaborative, often focused on defining requirements or solving a specific problem. D. Root cause analysis → Determines the underlying cause of an identified problem. Answer: B. Focus groups
A focus group is a facilitated discussion involving a diverse group of stakeholders who share their opinions, experiences, and attitudes on a specific topic—in this case, the company’s help desk service. The primary goal is to gather honest feedback, identify problems, and explore potential solutions through open dialogue. This aligns perfectly with the activity described.
Focus group - they're discussing a specific topic.