Five questions on lessons 1.1 and 1.2. Choose an answer to see straight away whether it is right, and why.
Lesson 3 of 4About 5 minutes
Questions 1 to 3 are set on the Northlight incident from lesson 1.1, where a Kraków release changed configuration without telling the Pune Service Desk. Questions 4 and 5 are set on lesson 1.2.
Question 1
After the Monday release, Northlight’s users wait most of a day. Martin Hale asks where the work broke. What is the best answer?
Every team did its own job properly; the failure sat in what was supposed to pass between Kraków and Pune.
Question 2
Rohan Mehta raised the release problem months ago and the Salesforce practice was willing to help. Why did it keep happening?
Willingness on both sides was not enough without an explicit agreement about what crosses the interface.
Question 3
One Pune analyst has a friend in Kraków she rings whenever a screen changes. It usually works. What is the main risk?
A workaround that succeeds often enough looks like a solution, so nobody fixes the interface itself.
Question 4
When Harbourline was a few dozen people in Cork, handoffs between developers and support worked without anything written down. What changed when it grew to 250 people in four offices?
Growth removed the two conditions informal handoffs depend on: shared understanding and direct contact.
Question 5
After several cross-office failures, a Harbourline director proposes removing a management layer so teams can “just sort it out between themselves”. What does lesson 1.2 suggest?
The answer is to update management for work that runs across teams, not to discard it or bury every handoff in control.
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