Becoming a manager.
Knowing your customer.
Our greatest asset.
The rules of engagement.
Establishing sound corporate governance.
Establishing service level agreements.
Dealing with hot spots.
Tips for quick-wins.
Living with legacy systems.
Business process re-engineering.
Help desk management.
Disaster recovery planning.
Give the business intelligence.
Planning the future.
Taking stock of your assets.
Structuring the IT organization.
Where to next?.
Appendix A Yukl's Specific Behaviours for Managing Relations.
Appendix B Business initiative proposal.
Appendix C Thorpe's 4 Rs.
Appendix D1 Jacques' time span.
Appendix D2 Jaques' complexity measures.
Appendix E1 Software inventory.
Appendix E2 Hardware inventory.
Appendix F Examples of principles.
""…extensive resource into the roles and requirement of an IT manger, including tips and techniques on how to get ahead…"" (M2 Best Books, 2 September 2002)
""…I particularly liked the authors’ attention-grabbing anecdotes as they successfully guide the reader’s focus towards the boardroom…"" (Computer Bulletin, January 2003)