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| Foreword | |
| Preface | |
| Acknowledgments | |
| Policies and Plans: Setting the Framework | |
| Purpose and Scope | |
| Organizing a Manual | |
| Setting the Standards for Responsibilities | |
| IT Policy Approval Process | |
| IT Strategic Planning Process | |
| Documentation: Getting Everyone on the Same Page | |
| Overview | |
| Developing a Reference Documentation Policy | |
| Document Formats | |
| Document Management | |
| System Reference Instructions | |
| Project Documentation | |
| Systems Analysis Documentation | |
| Flowcharting Standards | |
| Systems Analysis and Design: Staying Organized | |
| Purpose and Scope | |
| Systems Development and Planning | |
| Systems Analysis | |
| Systems Design | |
| Systems Prototyping | |
| Systems Implementation | |
| Systems Maintenance | |
| Programming Procedures: Solid Practices | |
| Software Policies | |
| Program Development | |
| Programming Conventions | |
| Purchasing Software | |
| Program Testing | |
| Software Installation | |
| Program Maintenance | |
| Project Management: Getting IT Out on Time | |
| Project Management Fundamentals | |
| Supplements to the Project Plan | |
| Executing the Project | |
| Project Closeout | |
| Project Management Office | |
| Corporate IT Computer Operations: Ensuring Security and Safety | |
| IT Computer Operations Policies | |
| General Operations | |
| Operating Procedures | |
| Report Distribution | |
| Data Security | |
| IT Support: Handling Day-To-Day Hassles | |
| Help Desk Operation | |
| Establishing a Help Desk | |
| The Proactive Help Desk | |
| The Help Desk in a Disaster | |
| Managing IT Assets: Identify What You Have | |
| Asset Management Policies and Objectives | |
| Step 1: Lay the Groundwork | |
| Step 2: Conduct the Inventory | |
| Step 3: Crunch the Numbers | |
| Step 4: Set a Service Strategy | |
| Software Asset Management | |
| Computer Hardware Acquisitions | |
| Computer Software Acquisitions | |
| Software Assets | |
| Policies Covering PCs: Managing the Desktop System | |
| Personal Computer Policies | |
| PC Coordinator | |
| PC Acquisition Procedures | |
| PC Operations | |
| End-User Computer Committee | |
| End-User Technical Support | |
| Local Area Networks: Keeping Everyone Connected | |
| Local Area Network Policies | |
| LAN Compliance Procedures | |
| LAN Systems Procedures | |
| IT Audits: Checking Your Work | |
| Management Objectives and Audit Policies | |
| IT Management Audit | |
| IT Legal Mandates and Records Retention | |
| Resource Management | |
| Programming Activities Control | |
| Computer Operations | |
| Data Networks | |
| Disaster Recovery/Contingency Planning | |
| Workstation Audit Issues | |
| Strategies for Surviving an Audit | |
| Managing Human Assets: Keeping People | |
| IT Personnel Policies | |
| Recruiting and Job Search | |
| Selection of IT Personnel | |
| Testing for IT Personnel | |
| Employment Interview | |
| Performance Review | |
| Employee Termination | |
| Employee Development | |
| Employee Communications | |
| IT Employee Compensation | |
| IT Employee Burnout | |
| IT Employee Productivity | |
| Removing Problem IT Employees | |
| IT Management Competencies | |
| Other Policies | |
| IT Training: Building the Team | |
| IT Training Policies | |
| Managing IT Training | |
| New Employee Orientation | |
| Employee Training | |
| Presentation Methodologies | |
| Vendors: Getting the Goods | |
| Vendor Policies | |
| Consulting Service Contracting | |
| Contract Personnel | |
| IT Operation Services | |
| Selection Process | |
| Supporting Devices: More Than Just PCs | |
| Supporting Device Policy and Scope | |
| Supporting Device Inventory | |
| Supporting Device Maintenance | |
| Operation of Supporting Devices | |
| User and IT Support Training | |
| Supporting Device Acquisition Procedures | |
| The Internet: Making IT Productive | |
| Purpose of the Internet and E-mail Policy | |
| Methods of Internet Access | |
| Internet Security Policy | |
| Internet Use Policy | |
| Acceptable Use Agreement | |
| Use of Application Service Providers | |
| ASP Vendor Selection Process | |
| ASP Vendor Management | |
| End-User Systems: Do IT Yourself Computing | |
| What Is End-User Computing? | |
| Personal Computing | |
| The Problems with End-User Computing | |
| Personal Computing vs. Corporate Computing | |
| Managing a Proactive End-User Computing Program | |
| End-User Policies | |
| Business Continuity Planning: Staying in Business | |
| Purpose and Scope | |
| What Should a Plan Look Like? | |
| Business Continuity Planning Basics | |
| Planning-the Next Step | |
| Writing your Plans | |
| Technology Relocation: Successfully Moving Your IT Operations | |
| Purpose and Scope | |
| Business Issues | |
| Relocation Process | |
| Patch Management: Keeping Everyone Up-To-Date | |
| Purpose and Scope | |
| Patch Management Process | |
| Web Site Usability | |
| The Purpose of a Web Site Usability Policy | |
| Web Site Usability | |
| Web Site Usability Policy | |
| IT Staffing: Meeting Customer Service Expectations | |
| Staffing for Service | |
| What Is This "Thing" called Customer Service? | |
| Components of IT Service Staffing | |
| Metrics-IT's Measures of Success | |
| Why Use a Customer Survey? | |
| Translating Requirements into a Staff Level | |
| Summary | |
| Sample Policies | |
| Glossary of IT Terms | |
| Index | |
| Table of Contents provided by Rittenhouse. All Rights Reserved. |
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