CONTENTS Preface v Abbreviations vii Unit One STRATEGIC ROLE OF IT 1. Why Strategic IT Management? 3 2. Role of IT/IS in Business 39 3. IT and New Business Models 75 4. Role of IT/IS in Decision Support 105 5. IT and Organization Structure 123 6. IT and Information Assurance 137 Unit Two PLANNING FOR IT SUPPORT 7. IT Management Processes 171 8. Heart of Service Management 231 9. Ongoing Service Improvement 279 10. Information Resources Management 341 11. Planning for IT/IS 397 12. Capacity Planning 443 13. IT Investments 467 Unit Three ENSURING IT SUPPORT 14. Implementing IT/IS 509 15. Information Integrity 531 16. IT Organization Structure 565 17. IT/IS Roles 589 18. IT/IS People Issues 603 APPENDICES A. Information Technology Basics 647 B. Information Systems Basics 685 C. Strategy Basics 723 D. Planning Basics 767 E. Software Project Management Framework 781 F. Engineering Economy 829 G. Procurement Basics 847 H. Risk Management 869 I. Configuration Management 899 J. Metrics and Measurements 921 Suggested Reading 963