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Dedication | ||
Foreword | ||
Preface | ||
1 | Ten commandments of a world-class IS infrastructure | 1 |
2 | It begins with planning | 5 |
3 | Principles of organizational design | 11 |
4 | The politics of people, process, and technology | 23 |
5 | Organizing for the next millennium | 43 |
6 | Reliability, availability, and supportability | 55 |
7 | Client/Server Production Acceptance (CSPA) | 61 |
8 | The economics of client/server and process engineering | 67 |
9 | Cost-of-service case study | 83 |
10 | Technology: Design & hardware | 87 |
11 | Technology: Software | 95 |
12 | Technology infrastructure | 103 |
13 | Enterprise-wide services | 113 |
14 | Transformation of a local government IS department | 127 |
App. A | IS job descriptions | 133 |
App. B | IS business processes | 189 |
App. C | Sample governance policies | 241 |
App. D | Sample service-level agreement | 295 |
App. E | Security standards & guidelines manual | 303 |
App. F | Sample marketing materials | 347 |
App. G | Frequently asked questions | 351 |
Bibliography | 369 | |
Glossary | 371 | |
Index | 379 |
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