The IT Manager's Handbook

Table of Contents:
1. Handbook INTRODUCTION 1.1 Purpose of the Handbook 2. BUSINESS PLANNING 2.1 Business Aims and Objectives 2.2 Business Planning 2.3 Strategic Activities 2.4 Professional Activities 2.5 Quality Products and Services 2.6 Product and Service Provision 2.7 Decentralisation of Services 2.8 Outsourcing of Services 2.9 Standards and Guidelines 3. CUSTOMER COMMUNICATION 3.1 Customer Care 3.2 Communicating with Customers 3.3 Telephone and Email Skills 3.4 Training Customers 3.5 Written Communications 3.6 Managing Meetings 3.7 Managing Presentations 3.8 Marketing Products and Services 3.9 Publicity Material 3.10 Internet and Intranet Pages 3.11 Service Level Agreements 3.12 Performance Indicators 3.13 Help Desk 4. PROJECT PLANNING and MANAGEMENT 4.1 Change Planning and Management 4.2 Project Management Summary 4.3 Project Planning 4.4 Risk Assessment 4.5 Project Initiation 4.6 Project Management Roles 4.7 Project Management 4.8 Project Status Reporting 4.9 Project Budget Monitoring 4.10 Post-implementation Review 4.11 Quality Assurance 5. BUSINESS ANALYSIS 5.1 Business Analysis 5.2 Cost-benefit Analysis 5.3 Feasibility Study 5.4 Functional Requirements Specification 5.5 Proposals to Customers 5.6 Estimating Costs 5.7 Open Systems Standards 5.8 Client-Server Issues 5.9 Security Standards 5.10 Security in Systems 5.11 Data Protection Act 6. SYSTEM SPECIFICATION AND PRODUCTION 6.1 System Specification 6.2 Estimating Development Time 6.3 Project Timescales 6.4 System Design 6.5 Database Design 6.6 On-line Guidelines 6.7 Printed Output Standards 6.8 Financial Control Requirements 6.9 Process Specifications 6.10 Standard Transactions and Programs 6.11 Coding Standards 6.12 Implementation Planning 6.13 User Guide and Training 6.14 Maintenance and Support Provision 6.15 Work Management 7. PACKAGES, Tenders and contracts 7.1 Package Requirements 7.2 Package Proposals 7.3 Package Evaluation 7.4 Package Benchmarking 7.5 Package Risk Management 7.6 Tender Questionnaires 7.7 Tendering 7.8 Contracting 8. STAFF MANAGEMENT 8.1 Management Functions 8.2 Politics in Management 8.3 Team Management 8.4 Team Leadership 8.5 Stress Management 8.6 Grievance, Disciplinary and Dismissal 8.7 Staff Development 8.8 Staff Training 8.9 Staff Appraisals 8.10 Managers' Competences 8.11 Appraisal of Managers 8.12 Upwards Appraisal 8.13 Recruitment of Staff 8.14 Job Seeking 8.15 Managing Yourself 8.16 Socialising 9. ADMINISTRATION, FINANCE AND PROPERTY 9.1 Administration Procedures 9.2 Health & Safety Regulations 9.3 Budget Management 9.4 Property Management 9.5 Building Alteration Costs 10. NATIONAL MANAGEMENT STANDARDS 11. ACCOUNTING TERMS 12. IT TERMS 13. BIBLIOGRAPHY Index