Foreword

xi

Preface and Acknowledgments

xiii

PART I

ALIGNING IM/IT AND ORGANIZATIONAL STRATEGY

1

Connecting the Strategic Dots: Does IM/IT Matter?

3

2

Leadership: the Case of the Healthcare Organization CIO

27

3

IM/IT Governance and Decision Rights

53

4

The IM/IT Portfolio Management Office

95

5

External Environment and Government Policy

113

PART II

BLOCKING AND TACKLING

6

IM/IT Architecture and Infrastructure

135

7

IM/IT Service Management

169

PART III

ACHIEVING STRATEGIC COMPETITIVE ADVANTAGE

8

Applications

201

9

The Knowledge-Enabled Organization

233

10

IM/IT Value

241

Glossary of Technical Terms

265

Index

277

About the Authors

287