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It's a frustrating fact that meeting project requirements is often not the same thing as fulfilling customer expectations. Expectations are a vision of a future changed state that involves any mix of new processes, people, organizations, systems, products, services, or other resources. There is significant overlap between expectations and "requirements," but the two are not the same.
The Info-Tech Research Report "Managing Business Expectations of IT Projects" provides advice on how to navigate the murky world of expectations management. Topics covered include:
- The difference between requirements and expectations.
- The drivers for effective expectations management.
- The challenges to effectively managing expectations.
- Techniques for managing expectations across the organization.
Managing CEO business expectations is the single biggest obstacle to effective IT management, surpassing insufficient IT budgets and poor alignment with the business. Mastering expectations management techniques is one of the most important skills you'll ever learn.