Index

A
- accounting
  - accruals, 159
  - balance sheet, 159–160
  - capital expenses (CapEx), 160–161
  - chargebacks, 158
  - chart of accounts, 159
  - depreciation, 161
  - EBITDA (earnings before interest, taxes, depreciation, and amortization), 162
  - GL (general ledger), 159
  - income statement, 160
  - internal labor, capitalizing, 161
  - legal issues, 148
  - liquidity, 160
  - operating expenses (OpEx), 160–161
  - ROI (return on investment), 162–163
  - showbacks, 159
  - statement of cash flows, 160
  - write-offs, 162
- active/passive redundancy, 104
- advisors, 87–88
- Agile method
  - close-proximity and, 75
  - The Five Whys, 62
  - project management and, 134–135
  - SpaceX, 135
  - WIP limit, 121
- allocations (chargebacks), 158
- annual readiness, 102
- artificial intelligence (AI), 197
- Austin, Robert, 4
- automatic scaling, 112
- AWS (Amazon Web Services), 112
- Azure cloud, 78, 112

C
- CAB (change advisory board), 101
- Cantrell, Vicki, 181
- capital expenses, lean and efficient IT and, 114
- capital expenses (CapEx), 160–161
- capitalizing internal labor, 161
- career development, planning, 59
- change management, 101
- chargebacks (allocations), 158
- charter, 133
- CHIME (College of Healthcare Information Management Executives), 82
- CIO (chief information officer)
  - culture, influence on, 42–43
  - formal networks, 82–83
  - performance assessment, 35
  - project evaluation matrix, 117–118
  - self-assessment, 9
- CISO, organizational structure and, 50
- classic rock, pebbles, and sand story, 118
- cloud
  - legal issues, 146–147
  - redundancy and, 106
- cloud services
  - automatic scaling, 112
  - lean and efficient IT and, 111–112
- CMO (chief marketing officer), 140
- cocktail party tips, 83–84
- CoD (cost of delay), 125
- cold calls, 179
- collaboration, 87–88
- communication
  - crisis response, 192
  - priorities list, 126
- communication style, 18
  - culture, 75
  - offshore model, 75
- compensation, 140
- confidentiality, professionalism, 175
- consultants, 71
  - boutique firms, 76
  - lean and efficient IT, 113
  - management consultants, 71–72
  - offshore work, 74–75
  - project-based consultants, 72–74
- contracts
  - breach, 147
  - vendor relationship and, 152
  - CIO self-assessment, 9
  - micromanagement, 11–13
  - project conflicts, 10–11
- COO (chief operating officer), 5
- cost reduction
  - robotic process automation (RPA), 28
  - value creation and, 28
- CPO (chief people officer), 10, 140
- crisis response
  - assessment, 192
  - communication, 192
  - monitoring, 192
  - team creation, 191–192
- Cuban, Mark, 176
- culture, 39
  - CIO influence, 42–43
  - development mistakes, 41
  - golden handcuffs and, 39
  - organizational structure and, 53
  - productivity and, 39
  - siloed cultures, 40
  - turnover and, 39
  - weak, 40
- cyber-attacks, 107
- cyber-security, 107
  - CISO and, 50
  - legal issues and, 149
  - organizational structure, 50
  - PM (project manager), 50–51
  - PMO (project management office), 50–51

H
- Hadoop, 78
- health and wellness
  - exercise, 187
  - nutrition, 186–187
  - sleep, 185–186
  - weight management, 186
- hidden costs, lean and efficient IT and, 114–115
- hierarchy of needs. See Laudato Hierarchy of IT needs
- hiring, 65
- Hopper, Max, 10
- Hotka, Cathy, 81
- HR (human resources), 139–140
  - benefits, 143
  - compensation and, 140
  - employee relations (ER) specialists, 141–142
  - learning and development (L&D), 142–143
  - organizational structure and, 51, 143
  - payroll, 143
  - recruiting, 143–144
  - talent acquisition, 143–144

I
- idea generation, innovation and, 33
- indemnification, 147
- information sharing, 59–60
- innovation, 8, 205
  - idea generation, 33
  - keep the lights on (KTLO), 31
  - money allocation and, 32
  - prototyping, 34
  - resources, 32
  - risk and, 33
  - ROI (return on investment), 32
- Instacart, 28–29
- internal labor, capitalizing, 161
- invoicing, terms changes, 151
- IT departments, amazing, 7–8
- IT problems, responses, 11–12
- IT strategy, 91
- ITIL (Information Technology Infrastructure Library), 97
- ITSM (IT service management), 97

L
- Laudato Hierarchy of IT needs, 21–22
  - innovation, 31–34, 205
  - lean and efficient IT, 25–26
  - value creation, 27–29
- leadership, 4
- Lean, WIP limit, 121
- lean and efficient IT, 25–26, 205
  - capital expenses, 114
  - cloud services, 111–112
  - hidden costs, 114–115
  - legal issues, 111
  - operating expenses, 114
  - professional services, 113–114
  - RIF (reduction in force), 115–116
  - shadow IT, 109
  - software, 110–111
  - telecom, 112–113
- Lean practitioners, The Five Whys, 62
- learning and development (L&D), HR and, 142–143
- learning the business, 165–166
- least privilege, cyber-security and, 107
- legal issues
  - accounting and, 148
  - breach of contract, 147
  - cloud and, 146–147
  - contracts with hyperlinks, 151
  - cyber-security, 149
  - data ownership and preservation, 148–149
  - EULA (end-user license agreement), 150–151
  - force majeure, 147–148
  - freemium software, 149–150
  - indemnification, 147
  - invoice terms changes, 151
  - lean and efficient IT and, 111
  - legal department relationship, 152–153
  - licensing models, 145–146
  - limited liability, 147
  - software audits, 152
  - virtualization and, 151
- Leite, Sharon, 139–140, 183
- licensing models, 145–146
- limited liability, 147
- LinkedIn, 84
- listening skills, 4–5
  - supporting employees, 61–62
- Little's Law, WIP limit, 121
- lookback ROI, 163

O
- offshore model, 74–75
- onshore model, 74–75
- open-door policies, 60–61
- operating expenses, lean and efficient IT and, 114
- operating expenses (OpEx), 160–161
- operationally required (OR) projects, 127
- opportunity enablers, value creation and, 28–29
- order management (OMS) team, 132
- org charts, 46
- organizational structure, 45
  - business needs, 46
  - CISO and, 50
  - culture and, 53
  - cyber-security, 50
  - design, 49–52
  - finance department and, 51
  - HR and, 51, 143
  - org chart, 46
  - PM (project manager), 50–51
  - PMO (project management office), 50–51
  - skills identification, 47
- out-of-scope section, project charter, 133
- out-of-work behavior, 177
- outages, 100
- outsourcing, 74–75
  - drawbacks, 197–198
  - staff augmentation and, 75–76
- Overby, Stephanie, 50

P
- payroll, HR and, 143
- PCI-DSS, 108
- peers, 4
- performance assessment, CIO (chief information officer), 35
- phone responses, vendors, 180
- PM (project manager), 50–51
- PMBOK 7 (Project Management Body of Knowledge), 133–134
- PMO (project management office), 50–51
- portfolio management. See project management
- priorities list
  - communicating, 126
  - creating, 124
  - cumulative total, 126–127
  - line jumpers, 129
  - maintaining, 129
  - must-do projects, 127
  - operationally required (OR), 127
  - project management, 132
  - ranking, 123, 124–125
  - ROI projects, 124
  - SAFe (Scaled Agile Framework) methodology, 125
  - should-do projects, 127
  - standard deviation report, 125–126
  - swarming, 123
  - WSJF (weighted shortest job first), 124–125
- probability, redundancy and, 105
- productivity, culture and, 39
- professional services, lean and efficient IT and, 113–114
- professionalism
  - complaints, 174
  - confidentiality, 175
  - cursing, 175
  - emails becoming public, 175
  - gossip, 174
  - integrity, 174
- program management. See project management
- project charter, 133
- project evaluation
  - matrix, 117–118
  - payroll system example, 118–119
- project management, 131
  - Agile mindset and, 134–135
  - big room planning, 132–133
  - charter, 133
  - consistency, 131
  - forming-storming-norming-performing, 135
  - Kanban, 134
  - project list, 132
  - schedule, 133–134
  - unified calendar, 132
- project schedule, 133–134
- prototyping, innovation and, 34

R
- Rake, Greg, 139
- ransomware, 107
- readiness, annual, 102
- recruiting, 143–144
- redundancy, 103–105
- Renfro, Stacey, 7
- responsibility without authority, 140
- revenue increases, value creation and, 28–29
- Rickard, Kristian Kimbro, 78
- RIF (reduction in force), lean and efficient IT and, 115–116
- rights of employees, 57–58
- risk, innovation and, 33
- risk reduction, value creation and, 29
- robotic process automation (RPA), 28, 197
- ROI (return on investment)
  - accounting and, 162–163
  - innovation and, 32
  - lookback, 163
  - priorities list, 124
- Rosskamm, Betty, 173

S
- SaaS (software-as-a-service), uptime, 97
- SAFe (Scaled Agile Framework) methodology, 125
  - big room planning, 132–133
- SAM (software asset management) tools, 111
  - software audits and, 152
- shadow IT, 109
- should-do projects, priorities, 127
- showbacks, 159
- siloed cultures, 40
- SLAs (service-level agreements), 96
  - hyperlink in contract, 151
- SLOs (service-level objectives), 96
  - reporting on, 96–97
- SM (scrum master), 50–51
- Smart, Brad, 65
- social media
  - Facebook, 84
  - LinkedIn, 84
- software
  - audits, 152
  - freemium, 149–150
  - lean and efficient IT and, 110–111
  - SAM (software asset management) tools, 111
- SOX (Sarbanes-Oxley), 108
- staff augmentation, outsourcing and, 75–76
- standard deviation report, priorities list, 125–126
- Storm Boss, 100
- super-skip meetings, 61
- support, decision making and, 59
- support team, reporting to CIO, 49–50
- Sutton, Robert, 169
- swarming, 123
- system failure, redundancy and, 104

T
- talent acquisition, 143–144
- team building
  - diversity, 69–71
  - hiring, 65–67
- teams
  - crisis response, 191–192
  - order management (OMS), 132
  - organizational structure and, 47
  - project management and, 135
  - support, 59
  - top teams, 69–71
- technology, importance of understanding, 203–204
- Techpact.org, 69
- telcom, lean and efficient IT and, 112–113
- tell me more, 62
  - employee in wrong role, 63
- terms of reference, project charter and, 133
- top teams, 69–71
- troubleshooting, 99–100
  - outages, 100
- trust building, 18–19
- Tuckman, Bruce, 135
- Turner, Cary, 60
- turnover
  - culture and, 39
  - outsourcing and, 74–75
- Twitter, 84