Index
Information in figures is indicated by page numbers in italics.
Acceptance, as risk response, 96
Acceptance-Test-Driven Development (ATDD), 70-72
Agile, 7-8;
backlog, 102;
business process mapping in, 68;
culture change and, 91-92;
essence of, 60-63;
fixing, 67-76;
flaws of, 63-67;
modifying, to deliver business change, 67-69;
project management and, 144-145;
reorientation in, 61;
Scaled Agile Framework, 66;
strategic planning and, 72-76;
strategy-to-action impedance mismatch in, 65-66;
Waterfall vs., 56
Amazon Web Services, 84
Analysts, culture and, 18-19
Anecdotes, 51
Application development, 57-58, 138.
See also Agile;
Waterfall
Application integration, 138
Artificial intelligence (AI), 46-47
Avoidance, as risk response, 96
Backlog, Agile, 102
Barriers, systemic, 141-142
Bonhoeffer, Dietrich, 1
Budget, change, 101
Business analysts, culture and, 18-19
Business change, defined, 23
Business-change governance, 9
Business Change Governance
Council (BCGC), 123
Business executives: collaboration with, 28;
culture and, 18
Business function optimization:
configuration vs. customization in, 40-41;
current state of art, 29-30;
cycle time in, 32;
defined, 28;
dimensions of, 31-33;
excellence in, 32-33;
fixed costs in, 32;
incremental cost in, 32;
incrementalism in, 33-36;
quality in, 32;
starting conversation on, 30-33;
starting over approach in, 34, 36-40;
systems replacements in, 37-40;
throughput in, 32
Business management culture, 6-7
Business managers, culture and, 18, 21
Business planning, 9-10
Business process mapping, 35, 68
Capacity, throughput vs., 32
Change budget, 101
Change disciplines, 10
Change governance, 100-107
Change governance council, 106-107
Change management, organizational, 139-142
Change stewardship, 102-103
Changing culture, 21-23
Chief executive officer (CEO), 119-120, 126
Chief information officer (CIO), 119-120, 124, 126
Collaboration: change and, 23;
defined, 23;
DevOps and, 88;
encouragement of, 7
Colleagues, defined, 23
Collins, Jim, 49
Commercial off-the-shelf software
Compliance, 103
Confidence, 49
Constancy, in Waterfall, 58-59
Consults, 104
Cost case, 93
Council, change governance, 106-107
Culture: of adulthood, 22;
analysts and, 18-19;
business management, 6-7;
changing, 21-23;
decision support and, 48-52;
defined, 15-16;
describing, 16-17;
executives and, 18;
help desk, 17;
IT, 7;
IT developers and, 19;
perspective and, 91-92;
project managers and, 19;
transformation in, 12-15;
you have vs. culture you want, 17-21
Customer experience engineering, 28. See also Experience engineering
Customer relationship management (CRM), 38
Customers: business outcome and, 99;
defined, 23;
internal, 7, 14, 22-23, 52, 64, 118, 125;
mission and, 96
Data design, 135
Data overlap, 136
Data synchronization, 136-137
Decision process, 50
Decision support: culture and, 47-52;
defined, 28
Doubt, 49
Eisenhower, Dwight, 113
Envisionability, in Waterfall, 59
Everingham, Lyle, 49
Excellence, in business function
optimization, 32-33
Executive leadership team (ELT), 117, 120, 121, 124
Executives: collaboration with, 28;
culture and, 18
Expectations management, 10
Experience engineering: and artificial intelligence, 46-47;
defined, 28;
personas in, 42-43;
tasks in, 41-42;
Fixed costs: Agile and, 67;
in business function optimization, 32
Flaubert, Gustave, 26
“Four goods,” 92-103, 111, 112
Gates, Bill, 77
General Motors, 96-97
Goals: business, 99, 102, 103;
3-month, 73
Goldratt, Eliyahu, 34
Good to Great (Collins), 49
Governance, change, 100-107
Help desk culture, 17
Honest inquiry, 48-52
Honesty, disincentives for, 50
Illuminated IT, 109-110
Implementation logistics, 142-143
Incremental costs, 32, 33, 67, 93
Incubation plan, 123
Insure, as risk response, 96
Integration engineering, 135-137
Integration plan, 123
IT culture, 7
IT developers, culture and, 19
Iteration, 62-63
IT guru, 70
IT operations, 8-9
Kanban, 69
Kelleher, Herb, 127
Leadership: as change discipline, 10, 131-133;
culture change and, 21;
in planning, 116-118, 121-122;
responsibilities in, 131;
strategic planning and, 118, 120
Lean/Six Sigma, 3
Lewis, Bob, 26
Lewis’s first law of metrics, 82
Logistics, implementation, 142-143
Lutz, Lisa, 148
Metaphors, 51
Mission, 96-97
Mitigation, as risk response, 96
Nietzsche, Friedrich Wilhelm, 26
Operations: consistency in, 79;
digital business and, 86-89;
fixing, 86;
importance of, 77-79;
metrics in, 85-86;
as service provider, 80-81;
work products in, 79
Organizational change management, 139-142
Pain point, 35
Personas, in experience engineering, 42-43
Planning: leadership in, 116-118, 121-122;
strategic, IT-led, 118
Political engineering, 90-92
Practices, defined, 23
Prevention, as risk response, 96
Processes, defined, 23
Procrastination, 62
Project management, 10, 31, 56, 60, 143-145
Project managers, culture and, 19
Quality, in business function optimization, 32
Reengineering, 29
Reorientation, 61
Return on investment (ROI), 92
Revenue reliance, 94
Ripple effects, 104
Risk, 94-96
Rummler-Brache diagrams, 35
Scaled Agile Framework (SAFe), 66, 72
Scrum, 69
Service level agreements (SLA), 80-81;
negotiation of, 85;
operations after, 81-83;
service-related, 84-85;
technical, case against, 83-84
Seymour, Sheldon, Jr., 54
Shadow IT, 107-110
Software as a service (SaaS), 38, 64, 69-72
“Stay the Same/Change” ratio, 59-60, 66
Strategic plan, 103
Subject matter experts (SMEs), 6
Systemic barriers, 141-142
Systems replacements, 37-40
Tangible change, 99
Technical architecture management, 133-137
Technology shortlist, 123
Theory of Constraints, 29, 34-36 3, 1, 3, 4
approach, 72-75
Throughput: in business function optimization, 32;
capacity vs., 32
Toles, Tom, 90
Underhill, Paco, 46
Value lever analysis, 98-100
Waterfall: Agile vs., 56; constancy in, 58-59;
envisionability in, 59;
overview of, 57-58; “Stay the Same/Change” ratio in, 59-60, 66;
wrong assumptions in, 58-60
Whitacre, Edward, Jr., 77
Why We Buy (Underhill), 46