Module 5 · Lesson 5.3 · Team leaders
Practise, for team leaders
Close a one-sided interface in the canvas, working as the two team leads would together.
Key idea
A need listed on only one side is a missing agreement. Specify it, match it on the supplier’s canvas, and back it with a definition both sides can test.
In this open version
Open the worked example in the Structured Collaboration Canvas™ and do the steps there; it opens in a new tab. The release-notes interface is one-sided in the example, just as described below. The set exercise starting point, completion when you save and the model answer shown beside your work will come with the version of the course that keeps your progress. The model answer is at the end of this page.
The situation
Harbourline · the Pune Service Desk and the Kraków Salesforce practice
The Pune Service Desk resolves about 4,200 incidents and requests a month for Northlight Financial’s users. On its canvas, the Service Desk lists an input it depends on: “Release notes and configuration changes” from the Kraków Salesforce practice. It rates that input at 40% of what it needs.
The Salesforce practice’s canvas doesn’t list release notes for the Service Desk at all. It is a one-sided interface: the Service Desk needs something its supplier doesn’t know it provides. Rohan Mehta, team lead in the Service Desk, has raised it in the parking lot: “Salesforce releases change configuration without telling support.”
You are going to close that gap, working as the two team leads would together.
What to do
- Open the Interfaces view. Find the Salesforce practice and Service Desk pair, and note that the release-notes line is needed but not confirmed by the Salesforce practice.
- Open the Service Desk canvas and find “Resolve incidents and requests” in the Tasks column. Rewrite the release-notes Input so it says specifically what the Service Desk needs. Think about what, how far ahead, and in what form.
- Open the Salesforce practice canvas and find “Build and integrate Salesforce releases” in the Tasks column. Add a Deliverable to the Service Desk that matches the Input you have just specified, with how it will be sent.
- Open the Definitions view and add a definition for the release notes: what must be included and how it reaches the Service Desk; a test two reasonable people could apply independently; and an owner who keeps it current.
- Link the definition to both the Service Desk Input and the Salesforce practice Deliverable.
- Go back to the Interfaces view and check that the pair is now agreed on both sides.
- Save your work, or note your answers, so you can compare them with the model answer below.
Hints
- Think about what actually goes wrong. In lesson 1.1, the Service Desk took calls about a changed screen before anyone in Pune knew a release had gone out. What would it need to know, and when, to avoid that?
- Keep the definition to the few things that matter. A 60-line release template would fail in the same way as the 60-line handover checklist in Module 2.
- Make the test something two people would apply the same way. “Good release notes” fails that test; “received at least two working days before the release, listing every configuration change visible to users” passes it.
Compare with a model answer
When you have finished, compare your work with this model answer: a definition called “Release notes ready for support”, published at least two working days before each release, owned by Kasia Wójcik in the Salesforce practice and agreed with Rohan Mehta. Its test: a Pune analyst can tell from the notes alone which calls the release is likely to cause and what to tell the user. There is no single right answer; the comparison is there to check yours against the two-people test.
What to take away
- Find the one-sided interface in the Interfaces view.
- Specify the Input, add the matching Deliverable, and link one definition to both.
- Keep the definition to the few things that matter, with a test two people would apply the same way.
Your progress
Course contents · This is the open version of the course. Your notes, progress and check scores are saved on this device, and in your account when you are signed in.