A connected situation.
Use capability distinctions and a TTO view to make the next step clear.
Review draft · Daman and Chris review pending.
Real-life example · Fictional scenario
Fictional example · Maple Works
A tablet is ready. The records are not.
Maple Works is adding tablets for office staff. For this example, agreed work includes tablet setup and support, cellular plans, and related technology expense records. Managed IT support is not included in this fictional engagement.
The device record shows that a replacement tablet has been delivered. The plan record still refers to the previous device. The latest bill includes a charge linked to that older record. Sam asks whether the charge should stop.
What we know: A replacement was delivered; records do not yet agree; a charge needs checking.
What we do not know: Whether the old plan is still needed, what the charge covers, or whether a change is authorized.
Listen to this lesson
Synthetic lesson narration. Read the same narration below. · About 52 seconds
Lesson narration transcript
Fictional practice scenario. A tablet is ready. The records are not. Maple Works is adding tablets for office staff. For this example, agreed work includes tablet setup and support, cellular plans, and related technology expense records. Managed IT support is not included in this fictional engagement. The device record shows that a replacement tablet has been delivered. The plan record still refers to the previous device. The latest bill includes a charge linked to that older record. Sam asks whether the charge should stop. What we know: A replacement was delivered; records do not yet agree; a charge needs checking. What we do not know: Whether the old plan is still needed, what the charge covers, or whether a change is authorized. What is the most useful next step? Choose one of the responses on screen, then select Check choice. You can try another answer.
Your turn
What is the most useful next step?
Sam asks whether the charge linked to the older record should stop.
Choose one, then check the explanation. You can try each option. This practice is not scored or saved.
A useful handoff
Include the relevant device and plan references, the charge being queried, the confirmed facts, the open questions, and who will check the next step. After any authorized change, check that the related records reflect it and review the next relevant bill or service record.
How does this relate to my role?
You may notice a mismatch in a customer request, a support task, a record or a colleague’s work. Share what you know clearly, identify what still needs checking, and work within your role’s responsibilities. You do not need to own every part of the environment to contribute to connected work.
Module takeaway
The capabilities describe different areas of work. TTO helps us consider how those areas connect, keep responsibility clear and review whether improvements help. Next, we’ll look at the core values that guide everyday choices.
Course page 7 of 14