Peter Brooks Collaborative Consulting

ISBN 13: 9780113313914

Collaborative Consulting

 
9780113313914: Collaborative Consulting

This publication is a guide to IT service management consulting. It is distillation of experience in service management with ITIL that should help practitioners, consultants and managers gain insight on how to approach service management engagements. The publication embeds ITIL best-practice advice with scenarios derived from practical experience, to illustrate approaches and negotiate possible pitfalls to help deliver successful service management projects. It is a management guide to practical adoption of ITIL principles, complementary to the core publications. Containing practical guidance for internal and external consultants, this book covers all the important techniques you need to collaborate with stakeholders in setting and delivering goals.

Contents Include:

Consultancy methods, and how to apply the right tools for a particular job.

Ethical consultancy - good governance and the responsibilities of a consultant.

Analysing the enterprise, and how to incorporate corporate vision, policy and objectives into requirements.

Using roadmaps and evaluations to build a shared vision with your client.

Management techniques: team-building, growing capabilities, delegating and engaging staff effectively.

Identifying, analysing and managing requirements, risks, and value in strategy and design.

Managing change, resistance, negotiation and politics.

Influencing senior management and the board using business cases and portfolios.

The importance of communicating effectively.

All techniques are illustrated using detailed scenarios based on practical experience covering the whole life of an engagement in a global company and a university.

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From the Author:

This is the book that I would like to have read when I first became a consultant. Instead I had to learn through may years of fascinating experience. I know that I'd have done a better job if I'd been able to get some insight into these matters from the start and I hope my book will help others be better consultants. Though this book is written from the perspective of Service Management, much of the advice is generally applicable to any consultant. Service Management itself, is a useful discipline to understand, even if you're not directly involved with it, as, so many business rely on services and their management for their major business processes. Service Management is, in many ways, becoming Business Management.
I enjoyed writing the two scenarios particularly. They're not based on any particular customers, but, rather, both exhibit many features that I've found in all sorts of customers. The scenarios are all about having the right approach, rather than simply solutions to the particular situations described. To bring out the largest range of topics and situations, the two scenarios are very different. The one, Orchid Bank, is a global organisation with a set of diverse markets and diverse acquisitions.  The other, Northern University, is not a commercial profit-driven organisation at all, but has a number of distinct sets of customers with particular needs, as well as a rich cultural background and structure. I've tried to make the book an easy, I hope enjoyable, read, with not too much technical jargon or arcane theory. I've tried to get to what works and why. Who to work with, and how. When to take one or other approach and when not to.  I believe that one of the most important things to look for in a good consultant is integrity. Ethical questions can be difficult and not many consultants have the time, energy or inclination to study moral philosophy! I've tried, in the section on ethical consultancy, to draw attention to the main challenges a consultant is likely to meet (certainly not a comprehensive list!) and the right approach to resolving them. It's important to know when to turn down a request for consultancy, and be prepared to take that step, if you are being asked to do something that is not right.  I have enjoyed being a consultant, a manager and a teacher/trainer. It's interesting how much overlap there is in the three professions. In all three, your actual aim is to bring out the best in the people, and the company, you're engaging with. Many of the skills required are the same. So the book includes discussions about management and training. If you're a senior business manager, a CEO or CIO, or and IT director or manager, I think that you might also find this book useful. A good consultant ought to be aware of all the matters the book discusses and should be able to demonstrate familiarity with the sort of approaches mentioned.  The book should also be valuable to anybody wishing to coach consultants. I was the manager of a team of technical consultants for Hewlett-Packard for five years and much of the material comes from advice that I found my consultants needed and that helped build their confidence to help them give of their best. If you're just starting out in IT, or in Service Management, or, indeed, if you're at University, wondering what the world of work is like, I think that you'll find this book interesting. If you find the sort of challenges described appeal to you, then you may well make it your ambition to become a consultant.

From the Back Cover:

"Collaborative Consulting is an indispensable guide to IT service management consulting. It addresses many of the inherent challenges to helping an organization on the path to improvement with straight-forward and actionable guidance." Jason Druebert, ATT
 
Containing practical best-practice advice and guidance for internal and external consultants, this book covers all the important techniques needed to collaborate with stakeholders to set and deliver goals, including:
 
·       consultancy methods, and how to apply the right tools for a particular job
·       ethical consultancy - good governance and the responsibilities of a consultant
·       analysing the enterprise, incorporating corporate vision, policy and objectives into requirements
·       using roadmaps and evaluations to build a shared vision with your client
·       management: team building, growing capabilities, delegating and engaging staff effectively
·       identifying, analysing and managing requirements, risks, and value in strategy and design
·       managing change, resistance, negotiation and politics
·       influencing senior management and the board using business cases, and portfolios
·       communicating effectively
·       all practically illustrated using detailed scenarios covering the whole life of an engagement in a global company and a University 
 
"Collaborative Consulting provides both a practical guide and great insight into how to be a far more effective consultant, through collaboration rather than command and conflict. Taking this concept still further, this book is unique in that it illustrates how the skills and frameworks that consultants and business managers routinely use can compliment and support each other to much greater effect. The fresh treatment of topics like ethical consulting, influence management and political considerations are a must read for anyone in a consulting role." Dave Campbell-Watts, Engen

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