Preface | p. ix |
Delivering value with IT | p. 11 |
Developing and Delivering on the IT Value Proposition | p. 1 |
Peeling the Onion: Understanding IT Value | p. 2 |
The Three Components of the IT Value Proposition | p. 6 |
Five Principles for Delivering Value | p. 10 |
Developing IT Strategy for Business Value | p. 14 |
Business and IT Strategies: Past, Present, and Future | p. 15 |
Four Critical Success Factors | p. 17 |
The Many Dimensions of IT Strategy | p. 19 |
Toward an IT Strategy-Development Process | p. 21 |
Challenges for CIOs | p. 23 |
Linking IT to Business Metrics | p. 26 |
Business Measurement: An Overview | p. 27 |
Key Business Metrics for IT | p. 29 |
Designing Business Metrics for IT | p. 30 |
Advice to Managers | p. 34 |
Managing Perceptions of IT | p. 37 |
The Value of Perceptions | p. 38 |
Perceptions in the Business-IT Relationship | p. 39 |
The Root Causes of Perceptions of IT | p. 41 |
Managing Perceptions | p. 45 |
Minicases: | |
IT Leadership at MaxTrade | p. 51 |
Investing in TUFS | p. 53 |
TT Planning at ModMeters | p. 55 |
IT Governance | p. 58 |
IT in the New World of Corporate Governance Reforms | p. 58 |
IT and Regulatory Legislation | p. 59 |
The Impact of Regulation on IT | p. 60 |
Elements of Effective Compliance in IT | p. 63 |
Good Practices in Enabling IT Compliance | p. 67 |
Creating and Evolving a Technology Roadmap | p. 72 |
What Is a Technology Roadmap? | p. 73 |
The Benefits of a Technology Roadmap | p. 74 |
Elements of the Technology Roadmap | p. 75 |
Practical Steps for Developing a Technology Roadmap | p. 83 |
The IT Budgeting Process | p. 86 |
Key Concepts in IT Budgeting | p. 87 |
The Importance of Budgets | p. 89 |
The IT Planning and Budget Process | p. 91 |
IT Budgeting Practices That Deliver Value | p. 95 |
Information Management: The Nexus of Business and IT | p. 98 |
Information Management: How Does It Fit? | p. 99 |
A Framework for IM | p. 100 |
Issues in EM | p. 104 |
Getting Started in IM | p. 108 |
IT in 2010 | p. 112 |
The Current (and Changing) World of IT | p. 113 |
The IT Organization in 2010 | p. 116 |
Minicases: | |
Building Shared Services at RR Communications | p. 127 |
Creating a Process-Driven Organization at AgCredit | p. 131 |
IT-Enabled innovation | p. 135 |
Strategic Experimentation with IT | p. 135 |
Innovation and Strategic Experimentation | p. 136 |
Strategic Experimentation within the Innovation Process | p. 138 |
Strategies for Successful IT Experimentation | p. 140 |
From Experimentation to Innovation: Lessons Learned | p. 142 |
Enhancing the Customer with Technology | p. 145 |
The Experience Economy | p. 146 |
The Concept of "Flow" | p. 147 |
Customer Experience | p. 148 |
Self-Service Technologies | p. 149 |
The Role of Technology | p. 150 |
Technology Strategies for Enhancing the Customer Experience | p. 152 |
Information Delivery: IT's Evolving Role | p. 160 |
Information and IT: Why Now? | p. 161 |
Delivering Value through Information | p. 162 |
Effective Information Delivery | p. 166 |
The Future of Information Delivery | p. 170 |
Digital Dashboards | p. 174 |
What Is a Dashboard? | p. 175 |
How Are Dashboards Being Used? | p. 176 |
Dashboard Design and Development | p. 178 |
What Are the Benefits? | p. 179 |
Strategies for Success | p. 182 |
Managing Electronic Communications | p. 187 |
Electronic Communication: Definition and Technologies | p. 188 |
Managing Electronic Communications: Issues and Strategies | p. 188 |
Minicases: | |
Information Management at Homestyle Hotels | p. 197 |
Knowledge Management at Acme Consulting | p. 200 |
CRM at Minitrex | p. 202 |
Managing Technology at Genex Fuels | p. 204 |
Reinventing IT Capabilities | p. 206 |
Developing IT Capabilities | p. 206 |
Why Focus on IT Capabilities? | p. 207 |
A Framework for Developing Key IT Capabilities | p. 208 |
ITSourcing | p. 217 |
The Evolution of Souxdng | p. 218 |
Offshore and Nearshore Outsourcing: Emerging Sourcing Models | p. 221 |
Successful Sourcing | p. 225 |
The Changing Role of IT | p. 227 |
Delivering IT Functions: A Decision Framework | p. 230 |
A Maturity Model for IT Functions | p. 231 |
IT Delivery Options: Theory versus Practice | p. 234 |
The "Real" Decision Criteria | p. 238 |
A Decision Framework for Delivering IT Functions | p. 240 |
Building Better IT Leaders from the Bottom Up | p. 245 |
The Changing Role of the IT Leader | p. 246 |
What Makes a Good IT Leader? | p. 248 |
How to Build Better IT Leaders | p. 251 |
Investing in Leadership Development; Articulating the Value Proposition | p. 254 |
Developing IT Professionalism | p. 258 |
Professional versus Professionalism | p. 259 |
Principles of Professionalism for IT Management | p. 261 |
Principles of Professionalism for IT Workers | p. 262 |
Developing Professionalism: Advice to TT Managers | p. 267 |
Minicases: | |
Leveraging IT Vendors a t SleepSmart | p. 271 |
Desktop Provisioning at CanCredit | p. 275 |
Project Management at MM | p. 277 |
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