IT Strategy: Issues and Practices, Third Edition provides a critical issues perspective that shows students how to deliver business value. As with the first two editions, this revision combines the insights of senior IT managers with academic research, bringing IT management to life and demonstrating how IT strategy plays out in contemporary business. This edition has been overhauled in order to reflect the most important issues facing IT managers today.

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.

Section I: Delivering Value with IT

1. 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 Governance

7. 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 Innovation

12. 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