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Back-end processing, 12
Backing out, 98
Backups, 21
in runbooks, 202
in SLA (service level agreement), 236
Backward compatibility, 13
"Bad car mechanic" scenario, 144
Bad news, 128-130, 238
Bandwidth, 46, 47
Base building, 267
Basic needs, for technologies, 48
BAU (business as usual) process, 14
error rates, 19
identifying support for, 164
and missed dates, 264
and risk aversion, 251
support requirements, 199
in workflow disruption, 227
Belt and suspenders strategy, 98
Benchmarks, 162
Beneficiaries, 11; see also Customers; Projects
in budget management, 167
vs. customers, 217-219
dealing with, 219-220
expected behavior of, 218
joint planning with, 232-234
negotiating with, 238-239
objections of, 226-229
and project timelines, 16
risks of, 86, 91-92, 229
roles and responsibilities of, 234
scope creep from, 89
service levels, 235-236
sharing assumptions with, 37
in technology design reviews, 59
in UAT (user acceptance testing), 234-235
in vendor management, 80-81
Beneficiary tasks, 214
Benefits of projects, 8-11
Big Thirteen interrogatory, 3; see also Projects
in airport construction project, 32
beneficiaries: who benefits?, 11
benefits: what are the benefits?, 8-11
chart of, 4
costs: what is the cost?, 15
customers: who is the customer?, 11-12
dependencies: what are the key dependencies?, 16-17
legacy environment: what is the fit?, 12-15
risks: what is the risk?, 17-18
scope: what is to be done?, 5-8
shelf life: what is the shelf life?, 21
sponsors: who is the sponsor?, 12
success metrics: what are the success metrics?, 18-20
support: how will we support this?, 20-21
timeline: what is the timeline?, 15-16
Billing records, 1
Body counts, 269
Boss management, rules of, 253
Bouncing ball, following the, 4, 214
Brainstorming, 11
Branch systems, 267
Browsers, compatibility issues in, 13, 41
Budgets, 4; see also Costs
approval of, 175
assumptions in, 162-164
common processes in, 161-162
and cost recovery, 174-175
documenting, 152
estimates, 169-171
laundry list, 172
missed, 264
overruns, 175-176, 177-178
reviewing, 172-173
and service delivery, 174-175
shortfalls in, 173-174
source data, 164-169
tracking expenditures in, 176-177
working out, 263
Builder's mentality, 293
Buildings, delay in occupancy of, 147
Business acumen of project managers, 285
Business drivers, 46
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