The CIO Playbook -- Contents -- Preface -- Acknowledgments -- Chapter 1 Step 1: Partner -- Partnership versus Alignment -- Build Business Partnerships -- Earning Trust -- Setting Priorities -- Creating Business Strategy -- Develop an IT Strategic Plan -- How to Get Started -- The Sections of an IT Strategic Plan -- Different Approaches to Strategic Planning -- Differentiate Customers and Partners -- Take on Responsibilities Outside of IT -- Cloud Computing Is Changing the Role of IT -- Network Engineering -- Security -- Relationship Management -- Contract Law and Negotiation -- Process Management -- Chapter 2 Step 2: Organize -- Brand Your Department -- Define an IT Organizational Model -- Define a Project Methodology -- Manage the Software Selection Process -- Step 1: Project Team -- Step 2: Requirements -- Step 3: Assessment Model -- Step 4: Software Vendor Research -- Step 5: Request for Proposal -- Step 6: Vendor Demonstrations -- Step 7: Technology Contracts -- Maintain a Portfolio of Products and Services -- PPM Software -- Understand Your Capacity -- Create IT Policies -- Manage the Technology Partners -- Contract Management -- Technology Partner Summits -- Benchmark IT -- Chapter 3 Step 3: Innovate -- Turn Ideas into Action -- Create a Governance Framework -- Membership -- Membership Terms -- Proxies -- Chairperson Duties -- Frequency of Meetings -- Reviews of Submitted Business Requests -- Summits -- Demonstrate the Possibilities -- Think Big -- Develop Business Cases -- Executive Overview -- Situation Analysis -- Recommendation and Rationale -- Alternatives Analysis -- Implementation Plan -- Approvals -- Package Innovation -- The Upside of Quarterly Releases -- The Downside of Quarterly Releases -- Complexity Drives Frequency -- Fast-Tracking Changes -- The Implications of Using Software-as-a-Service Providers -- Go Green.

Chapter 4 Step 4: Deliver -- Why System Implementations Fail -- Develop a High-Performance Team -- Develop a Team-Building Program -- Discover Organizational Readiness -- Feasibility -- Process and Operational Findings -- Scope and Approach -- Develop and Implement -- Get Insanely Motivated -- Just Say No -- Manage Transitions -- Measure Benefits -- Communicate IT Value -- Create a Communication Program -- Define Your Audience -- A CIO Roundtable -- Go Global with Applications -- Benefits -- Challenges -- Go Global with Infrastructure -- Choose the Right Number of Instances -- Chapter 5 Step 5: Support -- Create Service Level Agreements -- Support Hours -- System Uptime -- Issue Classification -- Performance Measurement -- Security Maintenance -- Maintain End User Satisfaction -- Service Ticket Response Time Management -- Communication of End User Responsibilities -- Determine an Approach to IT Charge-Backs -- Manage Operational Performance -- Develop a Super User Program -- The Definition of a Super User -- The Definition and Measurement of Program Objectives -- A Recognition and Reward System -- Program Maintenance -- Encourage Feedback -- Develop and Administer User Surveys -- The CIO 360 -- Standardize Communications -- Build a Shared Service Center -- Expect Resistance -- Establish SLAs -- Establish and Continually Measure KPIs -- Conclusion -- Chapter 6 Step 6: Protect -- Define Risk Management Goals -- Be Transparent with Risk Management -- Monitor Risk Mitigation Activities -- Megatrends and the Risks -- Safeguard Cloud Computing -- Safeguard Mobility -- Safeguard Social Media -- Chapter 7 Step 7: Grow -- Standardize Job Descriptions -- Develop a Role-Based Training Program -- Building a Training Program -- Common Learning Tools: Soft Skills -- Common Learning Tools: Technical Skills -- Recognition and Reward Learning -- Mandatory or Not?.

Staying Current -- Rotate Your Staff -- Build a Job Rotation Program -- Retain Your Best Employees -- Provide Mentoring -- Retain Critical Skills -- Critical Skills Assessment Modeling -- The Challenges in Building CSAM -- Cultivate High Potential -- Take the Show on the Road -- Build a Management Development Program -- Recruit the Best -- Foster Teamwork through Community Service -- Recognize and Reward Employees -- Build Your Personal Brand -- Prepare Yourself for the New Workforce -- Conclusion -- Touchdown Passes -- Use Governance to Avoid Chaos -- Show People How They Fit In -- Just Say No -- Don't Be Afraid to Take Risks -- Manage Operational Performance -- Use Meetings to Drive Deliverables -- Build Awesome Teams -- Bibliography -- About the Author -- About the Website -- Index.