IT Governance: Policies & Procedures, 2013 Edition

IT Governance Policies and Procedures, 2013 Edition is the premier decision-making reference to help you to devise an information systems policy and procedure program uniquely tailored to the needs of your organization.

Not only does it provide extensive sample policies, but this valuable resource gives you the information you need to develop useful and effective policies for your unique environment.

IT Governance Policies and Procedures provides fingertip access to the information you need on:

• Policy and planning
• Documentation
• Systems analysis and design
• And more!

IT Governance Policies and Procedures, 2013 Edition has been updated to include:

• A new chapter covering service level agreements
• Updated information and new policy covering Agile project management
• Updated information on managing mobile devices such as tablets and smartphones
• New policies for managing user devices including "bring your own device" policy, flash drive usage, and loaning out hardware for temporary use
• New information and policy for managing the use of public and private "app stores" for downloading software on mobile devices such as tablets and smartphones
• The latest best practices for relocating your technology infrastructure when moving departments or your entire organization
• New information on measuring the effectiveness of your training programs
• Updated information and policy for managing IT training
• And much more!

• 1. IT GOVERNANCE: ALIGNING IT WITH THE BUSINESS
  • IT Governance Models
  • IT Strategic Planning Process
• 2. BUSINESS PROCESS MANAGEMENT
  • Building Your BPM Program
  • Process Analysis Tools
  • Simplifying a Process
  • Is Modeling Software the Answer?
• 3. ITIL: MEETING THE NEEDS OF BUSINESS
  • ITIL's Five Books
  • ITIL Service Operation
  • ITIL Service Delivery
  • ITIL Certification
  • ITIL as an Official Standard
  • Implementing ITIL
• 4. COBIT: MEETING OBJECTIVES
  • The Parts of COBIT
  • COBIT Framework
  • Implementing COBIT
• 5. IT QUALITY MANAGEMENT: THE KEY TO PREDICTABLE RESULTS
  • Start with a Quality Management Plan
  • Quality Assurance or Quality Control
  • Continuous Improvement
  • Major Quality Techniques
• 6. POLICIES AND PROCEDURES: SETTING THE FRAMEWORK
  • Organizing a Manual
  • Setting the Standards for Responsibilities
  • IT Policy Approval Process
• 7. BUSINESS IMPACT ANALYSIS: MEASURING RISK
  • Managing a Business Impact Analysis (BIA)
  • BIA Data Collection Process
  • Crunching the Data
  • BIA Results and the IT Department
  • Updates
• 8. BUSINESS CONTINUITY PLANNING: STAYING IN BUSINESS
  • Prepare to Plan
  • Business Continuity Planning Basics
  • Planning - The Next Step
  • Writing a Plan
  • Sources of Additional Information
• 9. IT AUDITS: STAYING IN COMPLIANCE
  • IT Management Audit
  • IT Legal Mandates and Records Retention
  • Resource Management
  • Programming Activities Control
  • Computer Operations
  • Data Networks
  • Disaster Recovery/Contingency Planning
  • Workstation Audit Issues
  • Strategies for Surviving an Audit
• 10. RISK MANAGEMENT: MANAGING THE UNEXPECTED
  • Risk Management Is a Process
  • Why Risk Management Fails
  • Business Continuity Planning as a Mitigation Technique
  • Implementing IT Risk Management
  • Process Resilience Through Risk Management
• 11. HUMAN RESOURCES: IT'S POOREST MANAGED ASSET
  • Recruiting, Reassignments, and Promotions
  • New Employee Orientation
  • Performance Review
  • Employee Development
  • Managing IT Training
  • Employee Communications
  • Employee Burnout
  • IT Employee Productivity
  • Nontraditional Working Arrangements
• 12. VIRTUAL TEAMS: REMOTE CONTROL MANAGEMENT
  • The Virtual Company
  • Becoming a Virtual Worker
  • Virtual Workforce Strategy
  • Leading a Virtual Team
• 13. REQUIREMENTS ANALYSIS: PLANNING FOR SUCCESS
  • Stakeholders Hold the Answers
  • Describing a Requirement
  • Assembling Specifications
  • Stakeholders Interviews
  • Validating Project Requirements
  • IT Special Teams Round Out the Specs
  • Modeling Your Requirements
• 14. PROJECT MANAGEMENT: GETTING IT OUT ON TIME
  • Project Management Fundamentals
  • Important Elements of the Project Plan
  • Executing the Project
  • Project Closeout
  • Project Management Office
• 15. SOFTWARE DEVELOPMENT: SOLID PRACTICES
  • Software Development Process
  • Programming Methodologies
  • Programming Conventions
  • Software Acquisition
  • Program Testing
  • Software Installation
  • Program Maintenance
• 16. IT STAFFING: MEETING CUSTOMER SERVICE EXPECTATIONS
  • What Is This "Thing" Called Customer Service?
  • Components of IT Service Staffing
  • Metrics - IT's Measures of Success
  • Why Use a Customer Survey?
  • Translating Requirements into a Staff Level
• 17. SERVICE LEVEL AGREEMENTS
  • Types of SLA
  • Dimensions of an SLA
  • SLA Template
  • Pitfalls
  • Periodic Reviews
• 18. CHANGE MANAGEMENT: KEEPING EVERYTHING UP TO DATE
  • Change Management Policy
  • Patch Management Policy
  • Patch Management Tools
• 19. THE INTERNET: MAKING IT PRODUCTIVE
  • Methods of Internet Access
  • Internet Security
  • Internet Usage
  • E-mail Usage
  • Acceptable Use Agreement
• 20. WEB 2.0: THE NEXT GENERATION
  • Collaborating Using Web 2.0
  • Social Networking
  • Syndication
• 21. AGILE PROJECT MANAGEMENT: SOFTWARE AT THE SPEED OF BUSINESS
  • Cultivating an Agile Culture
  • Agile Features
  • Agile Metrics
  • The Agile Development Cycle
• 22. VENDORS: GETTING THE GOODS
  • Vendor Management
  • Play by the Rules
  • Consulting and Temporary Personnel Services
  • Requests for Proposal
• 23. SERVICE DESK SUPPORT: HANDLING DAY-TO-DAY HASSLES
  • Role of the Service Desk
  • Establishing a Service Desk
  • The Proactive Service Desk
  • The Service Desk in a Disaster
• 24. MANAGING IT ASSETS: IDENTIFY WHAT YOU HAVE
  • Lay the Groundwork
  • Conducting the Inventory
  • Software Asset Management
  • Software Assets
• 25. PERSONAL COMPUTERS: MANAGING USER DEVICES
  • PC Support Manager
  • Acquisition Procedures
  • Operations Procedures
  • End-User Technical Support
• 26. END-USER SYSTEMS: DO-IT-YOURSELF COMPUTING
  • The Problems With End-User Computing
  • Personal Computing vs. Corporate Computing
  • Managing a Proactive End-User Computing Program
  • End-User Policies
• 27. TECHNOLOGY RELOCATION: SUCCESSFULLY MOVING YOUR IT OPERATIONS
  • Business Issues
  • Relocation Process
• 28. COMPUTER SECURITY: PRACTICE SAFE COMPUTING
  • People Security
  • Process Security
  • Legal Issues
• 29. DATA BACKUPS - THE KEY TO A PROMPT RECOVERY
  • Data Recovery
  • Data Backups - Major Responsibilities
  • Designing for Backups
  • Media Handling, Transportation, and Storage
  • Workstation, Notebook PC, and Data Collection Station Backups
  • Data Retention and Legal Mandates
• 30. GREEN COMPUTING: EARTH FRIENDLY IT
  • A Time to Stop
  • Put Energy-Hog Equipment on a Diet
  • What Can You Do?
  • Safe Disposal
• 31. OPEN SOURCE: MANAGING ISSUES
  • Consider All of the Costs
  • Licensing
  • Server Systems
  • Applications Software
  • Pitfalls to Avoid
• 32. VIRTUALIZATION: OPTIMIZING RESOURCES
  • Server Virtualization
  • Desktop Virtualization
  • Application Virtualization
  • Storage Virtualization
• 33. CLOUD COMPUTING: INFRASTRUCTURE ALTERNATIVES
  • Cloud Computing
  • Cloud Computing Vendor Selection Process
  • Cloud Computing Vendor Management
• 34. DOCUMENTATION: GETTING EVERYONE ON THE SAME PAGE
  • Developing a Reference Documentation Policy
  • Document Formats
  • Document Management
  • System Reference Instructions
  • Project Documentation
  • Systems Analysis Documentation
  • Flowcharting Standards
• 35. DATA MANAGEMENT: TAKING CARE OF YOUR INFORMATION
  • Issues Relating to Data
  • Access to Data
  • Protecting Employee Data
• 36. DOCUMENT MANAGEMENT: CAPTURING CORPORATE KNOWLEDGE
  • Capture and Storage
  • Retrieval and Collaboration
  • Printing and Archiving
  • Designing a Solution
• 37. IT TRAINING: BUILDING THE RIGHT SKILLS
  • Training for Immediate Requirements
  • Training the Crew
  • Managing Training