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Section I: Delivering Value with IT1. Developing and Delivering on the IT Value Proposition 2. Developing IT Strategy for Business Value 3. Linking IT to Business Metrics 4. Building a Strong Relationship with the Business 5. Communicating with Business Managers 6. Building Better IT Leaders from the Bottom Up Mini-cases: Delivering Business Value with IT at Hefty Hardware Investing in TUFS IT Planning at ModMeters Section II: IT Governance7. IT Shared Services 8. Delivering IT Functions: A Decision Framework 9. The IT Budgeting Process 10. Managing IT-Based Risk 11. Information Management: The Nexus of Business and IT Mini-cases: Shared Services at RR Communications Enterprise Architecture at Nationstate Insurance IT Investment at North American Financial Section III: IT-Enabled Innovation12. Innovation with IT 13. Big Data and Social Media 14. Improving the Customer Experience: An IT Perspective 15. Business Intelligence 16. Enabling Collaboration with IT Mini-cases: Information Management at Homestyle Hotels Innovation at International Foods CRM at Minitrex Customer Service at Datatronics Section IV: IT Portfolio Development and Management 17. Application Portfolio Management 18. Managing IT Demand 19. Creating and Evolving a Technology Roadmap 20. Enhancing Development Productivity 21. Information Delivery: IT's Evolving Role Mini-cases: Project Management at MM Managing Technology at Genex Fuels Working Smarter at Continental Furniture
James D. McKeen is Professor Emeritus at the Queen's School of Business. He has been working in the IT field for many years as a practitioner, researcher, and consultant. In 2011, he was named the "IT Educator of the Year" by ComputerWorld Canada. Jim has taught at universities in the U.K., France, Germany, and the U.S. His research is widely published in a number of leading journals and he is the co-author (with Heather Smith) of five books on IT management. Their most recent book -- IT Strategy: Issues and Practices (2nd edition)-was the best-selling business book in Canada ("Globe and Mail," April 2012). Heather A. Smith has been named the most-published researcher on IT management issues in two successive studies (2006, 2009). A Senior Research Associate with Queen's University School of Business, she is the author of five books, the most recent being "IT Strategy: Issues and Practices "(Pearson Prentice Hall, 2012).She is also a Senior Research Associate with the American Society for Information Management's Advanced Practices Council. A former senior IT manager, she is co-director of the IT Management Forum and the CIO Brief, which facilitate inter-organizational learning among senior IT executives. In addition, she consults and collaborates with organizations worldwide.