Are you overworked, unappreciated and under-resourced? This book understands you, and provides years and years of user support experience packed into one volume. The 'How To' book that every IT department needs, it will help turn your helpdesk into a company asset. How to be successful at probably the most stressful job in IT. This book offers tools for measuring productivity and features ten key steps for successful support, while user support successes and failures are revealed in true life case studies.

Building on the success of the first edition this book draws on a wide range of contemporary articles by leading experts in North America and Europe. Each contribution deals with aspects of the most important and pressing information syst4ems management themes. The collection is given added coherence with the introduction of an easily understood framework of information systems strategy and planning within the wider organisational and business context. In addition, lessons are reinforced by the inclusion of discussion questions at the end of each chapter.

This text introduces the concepts of information warfare from non-military, organizational perspective. It is designed to stimulate managers to develop policies, strategies and tactics for the aggressive use and defence of their data and knowledge base. The book covers the full gambit of information warfare subjects from the direct attack on computer systems to more subtle psychological technique of perception management. It provides the framework needed to build management strategies in this area. The topics covered include the basics of information warfare, corporate intelligence systems, the use of deception security of systems, modes of attack, a methodology to develop defensive measures, plus specific issues associated with information warfare.

This book is about management, written specifically for IT managers. It is practical and readable, with a touch of humour. The book deals directly with the frustrations felt by many IT managers who believe that they are not being listened to. IT is recognized in almost all organisations as important; but many IT managers feel personally undervalued. Their IT departments are also often poorly rated by users, despite the fact that they work hard, long hours.

This book covers all aspects of IT project management such as the way to achieve maximum benefits from the investment. Subjects include exploring fashions in IS/IT Management, outsourcing IT and e-Business, learning to realise the benefits of IT, purchasing and information technology, life cycle management and the IT management paradox, a framework for evaluating legacy systems, IT on board or under the thumb, why business models matter, a look at IT in 2005, strategic decisions in the information age, e-Business model options, the CIO's career is over, long live the CIO, managing IT in the 21st century, back to the future - a look at information deliveries and manipulating reality deception on the web.

Never before has IT played such a significant role in transforming organisations, of all sizes, and yet it continues to be dominated by technical jargon, acronyms and irrelevant detail. This book cuts through all of the confusion, and presents a clear, direct, solution-based focus on the key IT/business issues facing every company and business leader today.

This book examines the impact of new IT initiatives from the business angle. The case material is derived from the year's best research projects from three leading UK Business Schools - Bath, Cranfield and Warwick. The incisive exploration of managing processes in IT companies is essential reading for IT Managers in 'end-user businesses who have to deliver strong business benefits from IT. In a climate of rapid and continual change, such contemporary information is invaluable.