The Ultimate IT Professional's Guide to Managing and Consulting - Getting The Job Done

Title\n......Page 2
Notice of Rights......Page 3
TABLE OF CONTENTS......Page 4
FOCUS INTERVIEWS – OVERVIEW......Page 6
FOCUS INTERVEW – THE FIVE WHYS......Page 22
FOCUS INTERVIEW – IT FOCUS INTERVIEWS......Page 26
FOCUS INTERVIEW – MANAGEMENT INTERVIEW FORM......Page 44
FOCUS INTERVIEW – IT INTERVIEW FORM......Page 66
PROCESS ENGINEERING – PROCESS WALKTHROUGH......Page 76
PROCESS ENGINEERING – WORKFLOW......Page 78
PROCESS ENGINGEERING – CHANGE PROFILE......Page 102
PROCESS ENGINEERING – CLIENT ARCHIVE ANALYSIS......Page 106
PROCESS ENGINEERING – CUSTOMER REQUIREMENT ANALYSIS......Page 108
PROCESS ENGINEERING – OVERALL PROCESS CHARTING......Page 110
PROCESS ENGINEERING – PROCESS ANALYSIS FORMS......Page 118
PROCESS ENGINEERING – VALUE CHAIN & TIME ANALYSIS......Page 128
PROCESS ENGINEERING – BROWN PAPER CHARTING......Page 132
PROCESS ENGINEERING – BROWN PAPER FAIR......Page 146
WORKGROUP SKILLS – EFFECTIVE MEETINGS......Page 150
WORKGROUP SKILLS – FACILITATION......Page 160
WORKGROUP SKILLS – AFFINITY PROCESS......Page 166
WORKGROUP SKILLS – METAPLANNING......Page 178
WORKGROUP SKILLS – PROBLEM SOLVING TEAM BUILDING......Page 180
IT DIAGNOSTICS – OVERVIEW......Page 196
IT DIAGNOSTICS – BUSINESS ALIGNMENT......Page 200
IT DIAGNOSTICS – BUSINESS ALIGNEMENT FINANCIAL ANALYSIS......Page 210
IT DIAGNOSTICS – PROJECT BUSINESS CASE......Page 226
IT DIAGNOISTICS – INITIATIVES ASSESSMENT......Page 232
IT DIAGNOSTICS – USER SATISFACTION......Page 242
IT DIAGNOSTICS – IT SERVICE UNIT ANALYSIS......Page 254
IT DIAGNOSTICS – MANGEMENT PRACTICES......Page 264
IT DIAGNOSTICS – PROJECT REVIEW......Page 272
IT DIAGNOSTICS – TOOLS, METHODS & TECHNIQUES......Page 280
IT DIAGNOSTICS – TECHNICAL ENVIROMENT......Page 286
IT DIAGNOSTICS – SYSTEM ARCHITECTURE......Page 294
IT DIAGNOSTICS – SYSTEM FUNCTIONAL AND TECHNICAL QUALITY\n......Page 310
IT DIAGNOSTICS – ACTIVITY ANALYSIS......Page 328
IT DIAGNOSTICS – IT ORGANIZATION & PROCESS MANAGEMENT PRACTICES FORM\n......Page 340
IT DIAGNOSTICS – PROJECT REVIEW FORM......Page 360
CHANGE MANAGEMENT – UNDERSTANDING CHANGE......Page 368
CHANGE MANAGEMENT – TASKED BASED TEAMS......Page 390
CHANGE MANAGEMENT – COACHING AND FEEDBACK......Page 400
CHANGE MANGEMENT – OVERCOMING RESISTANCE TO CHANGE......Page 416
GENERAL TECHNIQUES – BEST PRACTICES......Page 430
GENERAL TECHNIQUES – BUSINESS IMPACT MATRICES, CAUSE & EFFECT\n......Page 438
GENERAL TECHNIQUES – CORE COMPETENCES & CRITICAL SUCCESS FACTORS\n......Page 442
GENERAL TECHNIQUES – DAY IN THE LIFE OF (DILO)......Page 446
GENERAL TECHNIQUES – KPI......Page 462
GENERAL TECHNIQUES – ORGANISATION DEVELOPMENT......Page 470
GENERAL TECHNIQUES – PARETO CHARTING & THE PDSA CYCLE\n......Page 474
GENERAL TECHNIQUES – RACI......Page 486
GENERAL TECHNIQUES – SWOT & ROLE SPIDERS......Page 502
SOFTWARE TOOLS – BUSINESS MODELING & STIMULATION......Page 506
SOFTWARE TOOLS – TOOLS INTRODUCTION......Page 516
FURTHER INFORMATION......Page 520
INDEX......Page 521