INDEX
4As (aim, audience, arrangement, appearance) 319, 342–5
7S (shared values, strategy, structure, systems, style, staff, skills) framework 30, 279, 295–7
acceptance criteria 228, 233, 234, 241, 253, 254–9
activity diagrams 130, 132, 147–50, 154, 160, 163, 164, 240, 266, 277
actor-task analysis 129, 130–1, 159–65
business rules analysis 159–61
Agile approach
Cynefin 45
INVEST 228
Kanban board 288
options identification and shortlisting 96
personas 176
planning poker 243
product backlog 229
requirements planning and management 183
requirements validation 249
retrospective 247
show and tell 252
user stories 240
workshops 194
analysing stakeholders 318–19, 322–33
control, influence, accept 322–3
stakeholder management plan 330–3
anchor the change 293
associations between classes 212, 216, 217, 265
assumption reversal 90
audiences 344
avoided costs 105
BAM (business activity modelling) 166, 298, 338–41
BASF (Business Analysis Service Framework) 1, 88, 129, 181, 253, 279, 318
BATNA (Best Alternative to a Negotiated Settlement) 19, 348
BCG (Boston Consulting Group) matrix 10
benefit–cost analysis (BCA) 100
benefits categorisation 88, 89, 107–9
benefits dependency network 88, 89, 121–2, 123, 124, 310, 311, 313
benefits map 121
benefits planning and management 88, 89, 122–5, 280, 312
benefits realisation 122, 124, 280, 310–12
benefits review 123, 124, 280, 310, 311, 312–13
Boone, Mary 43
Boston Box 10
boundary value analysis 254, 272–4, 275, 276
brainstorming 30, 90, 91, 92, 93, 198, 308
business activity modelling (BAM) 166, 298, 338–41
activity types 339
business capability model 3, 23–6, 46, 144, 166
business case 1, 46, 88, 101, 102, 103
benefits 107, 122, 123, 124, 310, 312, 313
cost–benefit analysis 101, 102, 103, 104, 107
development 45, 48, 78, 79, 88, 89, 100, 125–8
ethnographic study 51
impact analysis 113
investment appraisal 113
observation 59
requirements document 231
stages 88
timeboxing 246
business change 1, 88, 100, 111, 288, 291, 293, 311, 318, 324, 326
anchoring 293
capability modelling 144
Cynefin 45
deployment 125, 279, 280, 281, 282, 283, 297, 303, 308, 312, 313, 315
implementation 30, 41, 281, 294, 328
interviewing 58
opposition to 292
POPIT model 41
business environment 1, 2, 130
capability model 23
organisation diagram 137
Porter’s five forces analysis 6
prioritisation 201
product backlog 228
STROBE (STRuctured Observation of the Business Environment) 58
business event analysis 130, 143, 150–4, 162
business model canvas 3, 17–20
example 19
nine components 18
business process 80, 161, 170, 208, 253, 274, 281
analysis 161
architecture 285
change 39
engineering 169
improvement 139, 156, 160, 169
internal 31
map 154
modelling 130, 143, 147, 148, 152, 154–9, 166, 167, 168, 198, 277, 298, 339, 340
redesign patterns 169
reengineering 169
rules analysis 160
Business Process Change 137
business readiness assessment 279, 280–99
change deployment strategies 280–4
Kotter’s change process 289–93
Kurt Lewin’s change model 293–5
business rules analysis 131, 159–61, 162
business use case 235
cash cow 11
CATWOE (customer, actor, transformation, world view, owner, environment) 19, 33, 63, 294, 303, 319, 323, 331, 333–8, 340, 343, 347
definition of elements 334
example 336
cause-and-effect diagrams 76
change deployment strategies 280–4
class modelling 182, 185, 211–17, 226, 265
communicating and negotiating with stakeholders 319, 342–50
Thomas–Kilmann conflict styles 348–50
complexity 45, 124, 133, 159, 206, 220, 228, 229, 263
concept maps 78
BATNA (Best Alternative to a Negotiated Settlement) 19, 348
managing 197
outcome frame 298
positions 349
principled negotiation 345, 346, 347, 348
prioritisation 201
prototyping 187
requirements analysis 208
Thomas–Kilmann conflict styles 197, 209, 319, 348–50
value proposition analysis 147
conformant requirements 250
conscious competence model 299–302
consistency 30, 39, 147, 206, 219, 230, 250, 297
constraints analysis 159
context diagram 152, 182, 198, 217–18, 231
contexts 39, 43, 48, 73, 183, 194, 287, 296, 335
contextual inquiry 48
control, influence, accept 319, 322–3
cost–benefit analysis (CBA) 88, 89, 100–7, 112
CPPOLDAT (customer, product, process, organisation, location, data, application, technology) 279, 284–7
creative thinking 88, 89–91, 198, 347
CRUD (create, read, update, delete) matrix 182, 185, 217, 218–20, 250, 268
CSF (critical success factor) 3, 32–3, 83
themes 63
customer experience analysis 129, 131, 172–80
customer journey map 131, 172–5, 277
application of 45
Daniel, Elizabeth 107, 108, 109
DCF (discounted cash flow) method 79, 114, 115, 116, 117, 124, 127
deadlines 73, 97, 123, 127, 163, 203, 246, 298
decision tables 240, 253, 259–64, 265, 272, 275
elements 259
structure 259
decision trees 240, 253, 264–5, 272, 275
DeMarco, Tom 217
diagrams
activity 130, 132, 147–50, 154, 160, 163, 164, 240, 266, 277
business use case 154, 185, 190, 198, 218, 231, 233, 234–8, 240, 258, 272, 308
context 152, 182, 198, 217–18, 231
cross-functional 154
entity relationship 161, 218, 220, 226, 231
mind maps 35, 57, 78–80, 166, 198, 338
organisation 130, 137–9, 145, 154, 166, 322
rich pictures 35, 64, 80–2, 166, 198, 287, 338
state transition 265
system use case 234
VMOST 15
techniques 90, 91, 92, 198, 217, 308, 347
documentation 46, 62, 87, 156, 187, 230, 244, 263, 272, 301, 311, 321
requirements 45, 182–3, 211, 231, 250, 254, 255, 258, 299
documenting the situation 35, 76–87
‘do nothing’ option 70, 93, 94, 95, 96, 127
double loop learning 279, 302–3
DSDM (Dynamic System Development Method) 186
economic factors 4
eight wastes of Lean 171–2, 287
enterprise analysis 129, 130, 137–47
value proposition analysis 145–7
environmental factors 5
environmental issues
ethnographic study 49
fishbone diagrams 77
PESTLE analysis 5
equivalence partitioning 254, 275–6
ERM (entity relationship modelling) 183, 185, 214, 218, 220–7
event-response analysis 129, 130, 147–59
business process modelling 154–9
external environment analysis 2, 3–8
Porter’s five forces analysis 6–8
external influences 5
external stakeholders 31, 41, 144, 151, 314, 315, 321
elements 96
good requirements 251
financial benefits 113, 114, 116
financial resources 13, 29, 117
fishbone diagrams 35, 76–8, 303, 338
focus groups 51–3, 63, 72, 305, 313
force-field analysis 88, 89, 95, 109–11, 293, 294
four-view model 40
functional requirements 41, 187, 207, 208, 228, 232, 233, 234, 255, 257
business activity modelling 338, 341
CATWOE 337
POPIT 41
process analysis 131
GDPR (General Data Protection Regulation) 5
general requirements 207, 208, 232
governance 22, 88, 89, 121–8, 316
benefits dependency network 88, 89, 121–2, 123, 124, 310, 311, 313
benefits planning and management 88, 89, 122–5, 280, 312
business case development 48, 88, 89, 100, 125–8
greenfield site 198
cash cow 11
issues 12
Harmon, Paul 137
heat map 82
Heisenberg principle 59
herringbone diagrams 76
Honey and Mumford’s learning styles 279, 302, 304–5, 308
ice-breaking techniques 198
options identification and shortlisting 93–100
identifying stakeholders 318, 319–22
requirements catalogue 233
impact analysis 88, 89, 111–13, 127
influence/interest grid 323
information concepts model 3, 26–9
intangible benefits 101, 106, 107, 116, 117
intangible vs. tangible 101, 107
internal capability 2, 8, 12, 16
internal environment analysis 2, 8–17
internal stakeholders 144, 151, 320
investigative techniques 34
investment appraisal 88, 89, 113–17, 124, 127
IRR (internal rate of return) 114, 116
Ishikawa diagrams 76
Ishikawa, Kaoru 76
quadrant descriptions 306
Agile approach 288
example 288
five core properties 287
Kaplan, Robert S 31
Kelly, George 60
Kolb learning cycle 280, 304, 307–8
Kotter’s change process 289–93
anchor the change 293
eight stages 290
KPI (key performance indicator) 3, 32–3, 83
Kurt Lewin’s change model 293–5
three stages 294
unfreezing 294
LDM (logical data modelling/models) 220
leading questions 56
learning and growth 31
Leavitt’s diamond 34, 36–9, 53
legal issues
business rules analysis 159
feasibility analysis 97
social network analysis 87
limited choice questions 56, 74, 75, 76
linking questions 56
logical activity model 338
management style 37, 38, 40, 42, 112, 297
framework dimensions 296
measurable benefits 109
monitoring activities 338, 339, 340
MoSCoW prioritisation 201–6, 209, 233, 241, 246
MOST (mission, objectives, strategy, tactics) analysis 14
necessity checking 249
BATNA (Best Alternative to a Negotiated Settlement) 19
Harvard Negotiation Project 345
outcome frame 298
principled 19, 197, 319, 345–8
Thomas–Kilmann conflict conflict styles 348, 350
non-functional requirements 41, 187, 207, 208, 228, 232, 233, 257
Norton, David P 31
NPV (net present value) 79, 114, 115, 116
object class modelling 211
open questions 55, 56, 75, 209
opportunities 4, 5, 7, 8, 26, 29, 30, 34, 35, 65, 66, 126, 171, 287
option evaluation 88, 89, 100–21
benefits categorisation 88, 89, 107–9
options identification and shortlisting 93–100
organisational change
change deployment 281
stakeholder wheel 322
organisational ‘fit’ 98
organisational structures 22, 293
organisation diagram 130, 137–9, 145, 154, 166, 322
organisation model 137
NLP (neuro-linguistic programming) 297
CATWOE 336
stakeholder wheel 320
PCT (personal construct theory) 60
people change
conscious competence model 299–302
Kotter’s change process 289–93
people readiness assessment 279–80, 299–310
conscious competence model 299–302
Honey and Mumford’s learning styles 304–5
performance measurement 3, 30–3
CSF (critical success factor) 32–3
KPI (key performance indicator) 32–3
PESTLE analysis 2, 3–6, 17, 20, 30, 95, 137, 138, 336
PLUME (productivity, learnability, user satisfaction, memorability, error rates) 258
political factors 4
POPIT model 30, 34, 40–2, 53, 77, 166, 168, 281, 290
Porter, Michael
value chain analysis 139, 140, 141
portfolio management 10
post-change review 279, 280, 310–17
benefits realisation 122, 124, 280, 310–12
benefits review 123, 124, 280, 310, 311, 312–13
power/interest grid 84, 87, 319, 323–8
category descriptions 324, 325, 326
stakeholder management strategies 327–8
power structure 22
presentation
A/B testing 269
aim of 342
business case 128
impact analysis 111
improved 106
RAG assessment 83
style 210
presentation of business case
formula 128
mind map 79
storyboards 135
principled negotiation 19, 197, 209, 319, 345–8
prioritisation 15, 182, 192, 200–6, 229, 230, 241, 245
MoSCoW prioritisation 201, 202, 203, 204, 205, 206, 209, 233, 241, 246
requirements 209
process analysis 129, 131, 161, 166–72
process redesign patterns 169–72
process investigation 129, 130, 131–6
process modelling see business process modelling
process redesign patterns 131, 169–72
product backlog 183, 228–30, 241, 242, 243, 249, 287
product features hierarchy 240
products
acceptance criteria 255
Ansoff’s matrix 9
business activity modelling 339
business model canvas 17
five forces analysis 6
growth share matrix 10, 11, 12
resource audit 13
stakeholder wheel 320, 321, 322
traceability matrix 244
value proposition analysis 145, 146
project review 120, 279, 280, 315–17
protocol analysis 58, 59, 130, 131–2
prototyping 45, 135, 182, 186–9, 229, 308
qualitative investigation 34–5, 46–66, 70
quantifiable benefits 109
quantitative investigation 34, 35, 66–76
questionnaires 72, 74, 243, 305
questions, main types of 55, 56, 60, 75, 209, 346
RACI (responsible, accountable, consulted, informed) matrix 319, 328–30, 332
RASCI (responsible, accountable, supportive, consulted, informed) 328, 329, 330
record sampling 66
recruitment 6, 25, 37, 104, 112, 137, 293, 335, 340
reflexive association 215
four steps 61
PCT (personal construct theory) 60
reputation 12, 13, 14, 18, 29, 31, 146, 172, 173, 176, 282
requirements analysis 45, 182, 200–11, 275
MoSCoW prioritisation 203, 246
requirements categorisation 206–7
requirements negotiation 207–9
requirements categorisation 206–7
requirements definition 181
requirements development 245
requirements documentation and modelling 182–3, 211–41
entity relationship modelling 220–7
requirements elicitation 181, 182, 183–200
requirements estimation 183, 242–3, 245
requirements negotiation 182, 207–9
requirements planning and management 182, 183, 229, 231, 242–9
daily stand up 242
requirements traceability matrix 244–5
requirements review 249
requirements specification 120, 231
requirements traceability matrix 244–5
requirements validation 182, 183, 249–52
requirements walkthroughs 249
resource audit 2, 8, 12–14, 17, 30
rich picture 35, 64, 80–2, 166, 198, 287, 338
risk analysis 45, 89, 112, 117–21
business case development 88, 127
risk assessment 99, 104, 117–21, 127
risk response 119
roles
business analyst 20, 22, 45, 65, 181, 185, 208, 252
stakeholder 319, 326, 328, 329, 331, 332, 333
user 209, 215, 217, 235, 236, 237, 238
rules analysis 131, 159–61, 162
sampling 35, 59, 66–70, 103, 109, 133, 170
analysis 69
SARAH (shock, anger, rejection, acceptance, hope) curve 280, 301, 308–10
stages 309
SCAMPER 90
scenario analysis 45, 135, 154, 182, 189–92, 229, 258, 275, 277
semantic networks 78
‘sensemaking’ 43
shadowing 58, 59, 130, 132, 133–4
issues 134
stages 133
shortlisting of options
Cynefin 45
PESTLE analysis 6
SWOT analysis 30
Snowden, David 43
social network analysis 35, 84–7
socio-cultural factors 4
sociometry 84
Soft Systems Methodology 80, 319, 333, 337
special purpose records 67, 70–2
SSADM (Structured Systems Analysis and Design Method) 217
staff costs 102, 103, 105, 117
stakeholder
analysis 318, 318, 326, 330, 331, 334
map 330
stakeholder perspectives 319, 333–41
business activity modelling 338–41
state machines 220, 253, 265–9, 273, 275
STEEPLE (socio-cultural, technological, environmental (or ecological), economic, political, legal, ethical) 3
storyboards 130, 135–6, 186, 187
strategic ‘fit’ 97
strategy analysis 2–3, 17–30, 297
business capability model 23–6
information concepts model 26–9
strategy definition 2, 10, 25, 30
strengths 8, 10, 14, 15, 16, 29, 306
STROBE (Structured Observation of the Business Environment) 58, 59
SUAVE (stable, Unique, Abstracted, Value drive, Executive) 25
surveys 35, 60, 69, 72–6, 83, 86, 107, 313, 316
Likert scale 75
question types 75
success factors 73
swimlanes 98, 154, 155, 157, 158, 160, 168, 287
SWOT (strengths, weaknesses, opportunities, threats) analysis 3, 5, 8, 10, 29–30, 95
symbols 21, 22, 80, 82, 147, 155, 217, 340
system event analysis 150
systemic analysis approach 129
tangible benefits 101, 104, 107
tangible vs. intangible 101, 107
task analysis 131, 148, 157, 161–5
technical requirements 207, 208, 232
technological factors 4
technology 23, 52, 76, 94, 102, 169, 177, 196, 301
balanced scorecard 31
gap analysis 168
interviewing 54
Leavitt’s diamond 36, 37, 38, 39
organisation diagram 138
PESTLE analysis 4
Porter’s value chain 141
possibilities and limitations 171
SWOT analysis 29
user analysis 210
test cases/test scripts 254, 269, 276–8
test condition analysis 253, 254–69
equivalence partitioning 275–6
theory of learning styles, Honey and Mumford 304–5
Thomas–Kilmann conflict styles 197, 209, 319, 348–50
MoSCoW prioritisation 204, 246
principles 247
prioritisation 246
TIMWOODS – the eight wastes of Lean 171–2, 287
TOWS (threats, opportunities, weaknesses and strengths) analysis 29
transformation
business activity modelling 338, 340
CATWOE 333, 334, 335, 336, 337
conscious competence model 302
deployment strategies 281
transformational change 254, 283
UML (Unified Modeling Language) 149, 154, 155, 156, 159, 211, 215, 220, 266, 268
use case 189, 208, 217, 218, 219, 220, 237, 244, 268, 288, 329
descriptions 148, 192, 207, 231, 235, 237, 238, 239, 240, 244, 258
diagrams 154, 198, 231, 233, 235, 236, 237, 238, 258, 272, 308
modelling 168, 183, 207, 234–40
user analysis 182, 209–11, 229
user classification document 210
user stories 27, 183, 228, 229, 240–1, 255, 288, 329, 330
value
network analysis 113, 131, 178–80
proposition analysis 130, 145–7
streams 23, 24, 26, 135, 143, 144, 145, 285
VMOST (vision, mission, objectives, strategy, tactics) analysis 2, 8, 10, 14–17, 32, 33, 94, 160, 283
VOCATE (viewpoint, owner, customer, actor, transformation, and environment) 333
Weltanschauung (world view) 334, 335
working practices 14, 112, 281, 282, 283, 285, 293–6, 303, 309, 311, 312, 327
work measurement 66
workshops 26, 30, 49, 51, 58, 194–200
business process model 156
context diagrams 217
creative thinking techniques 198
discovery and 91
feedback grid 315
fishbone diagrams 77
ice-breaking techniques 198
requirements and 181, 182, 208, 209
roles 195
successful 197
techniques 198