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Table of Contents
Foreword IX
Preface XIII
Acknowledgments XVII
About The Contributing Authors XIX
Chapter 1 Creating Your Twenty-First-Century Workforce and Culture 1
Core Skills for Success 2
Assess Your Core Competencies 3
Who Will Benefit Most? 4
Getting the Most out of This Book 5
Chapter 2 Transforming Your IT Team 7
How to Make This Transition: Learn to Think Differently 10
Five Critical Success Factors That Enable IT Organizational Excellence 14
Conclusion 21
Chapter 3 Driving Change with Intent 23
Defining Terms 24
The Components of Change 25
Achieving Commitment Is Essential for Sustaining Change 25
Change Takes a Community 28
Clarity Precedes Activity 31
Messaging the Change 34
Conclusion 36
Chapter 4 Building a Client-Focused IT Culture 39
What Good Service Looks Like 41
Service Skills for a New Mind-Set 43
Strategies for Developing a Service Mentality 50
Conclusion 53
Chapter 5 Evolving into the Role of Consultant 55
What Is the Consultant’s Role? 57
Why Do I Need to Become More Consultative? 59
Learning to Change Hats: The Four Roles of IT 60
How Do I Become a Consultant? 61
How Difficult Can This Be? 67
Conclusion 68
Chapter 6 Negotiating: Getting What You Want without Damaging the Relationship 71
Position versus Interest Negotiations 72
Three Steps and Three Key Factors 74
Applying the Key Factors to the Second Step: Information Exchange 80
The Final Step: Now Comes the Bargaining 81
Conclusion 82
Chapter 7 Sharpening Your Political Savvy 85
Picturing Yourself as a Political Player 86
IT and Politics: Historically Strange Bedfellows 87
A Five-Step Process for Developing Political Awareness 89
Developing Political Skills 92
Conclusion 96
Chapter 8 Managing Projects: The Science and the Art 99
The Building Blocks of Project Management 101
Structuring Projects for Success 104
Developing Plans That Work 105
Managing to Successful Completion 107
The Four Tenets of the Project Manager’s Mind-Set 110
Conclusion 114
Chapter 9 Changing Your Requirements-Gathering Mind-Set 117
The What, Not the How 119
The Importance of the Interview 121
Communicating through Pictures 124
Writing a Solid Requirements Document 126
Conclusion 127
Chapter 10 Managing the Vendor Relationship 129
Both Sides of the Coin 130
Preparing for a New Role 131
Getting a Fresh Start 133
The Seven Phases of Managing Vendor Partnerships 135
Conclusion 145
Chapter 11 Marketing IT’s Value 147
Market to the IT Department 149
Build Partnerships 151
Differentiate Yourself 152
Establish Credibility 153
Create Product and Service Awareness 154
Develop a Formal Plan 155
Determine Your Success 156
Conclusion 157
Chapter 12 Creating the Social Organization 159
The Social Business Framework 161
Conclusion 170
Chapter 13 O&A Clients in Action: Stories from the Trenches 173
St. Luke’s Health System: Transformation through a Newly Consultative IT Function 174
Marriott: Success Enhanced through a Transformed IT-Business
Relationship 178
Bowdoin College: Trust in IT Creates a Culture of Change 182
Conclusion 186
Chapter 14 Moving IT up the Maturity Curve: IT Talent Management 187
Gaining a Core Competency Mind-Set 188
Moving up the IT Maturity Curve 189
Talent Management 2.0 191
A Look at the Best of the Best 193
Conclusion 195
Access Your Free Trial of It Skill Builder 197
Bibliography 199
Index 203
