Table of Contents

1. Cover
2. Title Page
3. Introduction
   1. Why Did I Write This Book?
   2. About This Book
   3. Reader Support for This Book
4. I: Become an Empathetic Leader
   1. 1 Hey, What Do You Know?
      1. Build Your Skillset
      2. Grow Through Listening
      3. A Proactive Mindset
      4. Note
   2. 2 An Amazing IT Department? What's That?
   3. 3 Conventional Wisdom Is Wrong
      1. A Tale of Two Projects
      2. The Downward Spiral of Micromanagement
      3. Notes
5. II: Four Steps to Innovate
   1. 4 The Right Foundation
      1. Set Expectations
      2. Build Trust
      3. Share Your Values
   2. 5 The Laudato Hierarchy of IT Needs
      1. Note
   3. 6 Keep the Lights On (KTLO)
      1. Note
   4. 7 Lean and Efficient IT
   5. 8 Create Value
      1. Cost Reduction
      2. Increase Revenues and Enable Opportunities
      3. Reduce Risk
   6. 9 Let's Innovate
      1. Develop the Mindset
      2. Dedicate Resources
      3. Embrace Risk
      4. Idea Generation
      5. Rapid Prototyping
      6. Note
   7. 10 CIO Report Card
6. III: Develop a Winning Culture
   1. 11 Culture Eats Eggs and Strategy Eats Bacon, or Something to that Effect
      1. The Wrong Way to Develop Culture
      2. Building a Strong Culture
      3. How Can a CIO Influence Culture?
      4. The Blue Bloods
   2. 12 The Boxes, the Lines, and the Dashes
      1. Step 1: Identify Your Functions and Business Needs
      2. Step 2: Create an Org Chart
      3. Step 3: Run Use Cases
      4. Step 4: Identify Skills
      5. Step 5: Review Your Team
   3. 13 Org Design—Just Show Me the Answer
      1. Support
      2. Cyber-Security
      3. Portfolio Manager
      4. HR Partner
      5. Finance Partner
      6. Executive Assistant
      7. Notes
   4. 14 Organizational Design and Culture
   5. 15 It's Not the Play, It's the Player
      1. Note
   6. 16 Take Care of Those Peeps
      1. Ask People What They Want from Their Career
      2. Spend the Most Time with Your Best People
      3. Provide Career Development Planning
      4. Always Support Your Team, Even When They're Wrong
      5. Be a Diode
      6. Have a Real Open-Door Policy
      7. Listen
      8. Only Make Changes that Are Necessary
      9. Provide Fair and Timely Feedback
      10. Be Kind Enough to Let Someone Go
      11. Notes
   7. 17 Hire the Best
      1. Notes
   8. 18 The Best Team Is a Diverse Team
      1. Note
   9. 19 Using Mercenaries—I Mean, Consultants
      1. Management Consultants
      2. Project-Based Consultants
      3. Offshore, Nearshore, Onshore
      4. Staff Augmentation
      5. Boutique Firms
   10. 20 The Power of Experts
       1. Notes
   11. 21 Build that Network
       1. Formal CIO Networks
       2. Navigating a Cocktail Party
       3. Social Media
   12. 22 Good Advice Doesn't Come Cheap; It's Free
       1. Note
7. IV: Deliver to Delight: a Collection of Usable Tips and Tools
   1. 23 The Written Word—a.k.a. IT Strategy
      1. Align Your Strategy
      2. Create Your Strategy
      3. Put Your Strategy into Action
   2. 24 It's the Uptime, Stupid
      1. Measuring Uptime
      2. Nuances of Measuring Uptime
      3. Information Technology Infrastructure Library (ITIL)
      4. When You Have a Problem, Proclaim It Loudly
      5. Troubleshooting
      6. Let Them Eat Cake
      7. Change Management
      8. Daily Meeting
      9. Annual Readiness
      10. Note
   3. 25 If It's Important, You Better Get Two
      1. Redundancy and Probability Math
      2. The Only True Test
      3. Does Any of This Matter in the Cloud?
      4. Notes
   4. 26 Lock It Down
      1. Note
   5. 27 Lean and Efficient IT
      1. Software
      2. Legality
      3. Cloud Services
      4. Telcom
      5. Professional Services
      6. Capital Expenses Drive Operating Expenses
      7. The Small Stuff
      8. Reduction in Force
      9. Less Is More
      10. Note
   6. 28 What Should I Work on First?
   7. 29 Limit Your Work in Process (WIP)
      1. Notes
   8. 30 One List to Rule Them All
      1. Create Your List
      2. Rank Your List
      3. Create a Standard Deviation Report
      4. Communicate Priorities
      5. Cumulative Total
      6. Operationally Required Projects
      7. Be Ready for Line Jumpers
      8. Moving Forward
   9. 31 Portfolio/Program/Project Management
      1. Consistency Creates Speed
      2. Ranked Project List
      3. A Unified Calendar
      4. Big Room Planning
      5. Project Charter
      6. A Project Schedule Is Not a Project Plan
      7. Kanban
      8. Agile Mindset
      9. Keep Teams Intact
      10. Note
8. V: Develop Key Business Proficiency for Maximum IT Efficiency
   1. 32 Love Your HR Department, Just Don't “Love” Your HR Department
      1. Compensation
      2. Employee Relations
      3. Learning and Development
      4. Payroll and Benefits
      5. Organizational Design
      6. Talent Acquisition
   2. 33 If I Wanted to Be a Lawyer, I Would Have Gone to Law School
      1. Licensing Models
      2. The Cloud
      3. Indemnification
      4. Limitation of Liability
      5. Breach/Litigation
      6. Force Majeure
      7. Accounting Considerations
      8. Data Ownership and Preservation
      9. Cyber-Security
      10. Unsavory Practices
      11. End-User License Agreement (EULA)
      12. Changing Terms on an Invoice
      13. Virtualization
      14. Hyperlinks
      15. Relationships over Contracts
      16. Software Audits
      17. Other Involvement with the Legal Department
      18. Notes
   3. 34 Let's Make a Deal
   4. 35 Accounting, My Worst Subject
      1. Chargebacks
      2. Showbacks
      3. Remedial Accounting Starts Here
      4. Note
   5. 36 Learn Your Business, Inside and Out
9. VI: Straighten Up and Fly Right
   1. 37 What You Should Have Learned in Kindergarten
      1. Notes
   2. 38 Professionalism Isn't Just Wearing a Suit
      1. Complain the Right Way
      2. Don't Allow Gossip
      3. Make Your Word Gold
      4. Keep a Secret
      5. Don't Yell, Curse, or Pound the Table
      6. Assume Everything Will Get Out
      7. Remove Stress from Your Boss
      8. Just a Little Bit Better
      9. Notes
   3. 39 What You Do Matters—You're Always on the Clock
   4. 40 Vendors and Frendors
   5. 41 A Word to the Vendors
      1. Note
   6. 42 Be a Cool Customer
   7. 43 Get Your Butt in Shape
      1. Sleep
      2. Weight Management
      3. Nutrition
      4. Exercise
      5. Notes
10. VII: Final Tips and Advice
    1. 44 When Something Goes Wrong
       1. Step 1: Leap into Action
       2. Step 2: Assess Things
       3. Step 3: Plan Your Response
       4. Step 4: Communicate
       5. Step 5: Monitor the Situation
       6. Step 6: Learn from It
       7. Notes
    2. 45 When Others Come Knocking
    3. 46 What's Wrong with Outsourcing?
       1. Notes
    4. 47 Switching Jobs
       1. Should I Stay, or Should I Go?
       2. Make the Move
       3. On-Board Yourself
       4. Notes
    5. 48 Technology Matters
    6. 49 Conclusion
11. Index
12. Copyright
13. Dedication
14. About the Author
15. About the Technical Proofreader
16. Acknowledgments
17. End User License Agreement

List of Tables

1. Chapter 3
   1. Table 3.1: CIO Self-Assessment
   2. Table 3.2: Common Unfortunate Responses to IT Problems
2. Chapter 18
   1. Table 18.1 Updating Your Thinking Paradigms
3. Chapter 21
   1. Table 21.1: Networking and Social Media
4. Chapter 30
   1. Table 30.1: Responses to Line Jumpers

List of Illustrations

1. Chapter 5
   1. Figure 5.1 Laudato Hierarchy of IT Needs
2. Chapter 6
   1. Figure 6.1 Laudato Hierarchy of IT Needs
3. Chapter 7
   1. Figure 7.1 Laudato Hierarchy of IT Needs
   2. Figure 7.2 CIO Performance Matrix
4. Chapter 8
   1. Figure 8.1 Laudato Hierarchy of IT Needs
5. Chapter 9
   1. Figure 9.1 Laudato Hierarchy of IT Needs
6. Chapter 10
   1. Figure 10.1 The CIO Report Card
7. Chapter 11
   1. Figure 11.1 Culture Evaluation Matrix
8. Chapter 13
   1. Figure 13.1 Sample IT Organizational Design
9. Chapter 14
   1. Figure 14.1 Problem Resolution Path Org Chart
10. Chapter 15
    1. Figure 15.1 Speed and Quality Rating Matrix
11. Chapter 23
    1. Figure 23.1: IT Strategy Alignment
12. Chapter 24
    1. Figure 24.1: Sample ITIL Incident Reporting Process
13. Chapter 28
    1. Figure 28.1: Project Prioritization Evaluation Matrix
14. Chapter 30
    1. Figure 30.1: Example Project Ranking Worksheet

Guide

1. Cover Page
2. Title Page
3. Copyright
4. Fostering Innovation
5. About the Author
6. About the Technical Proofreader
7. Acknowledgments
8. Introduction
9. Table of Contents
10. Begin Reading
11. Index
12. WILEY END USER LICENSE AGREEMENT