This book explores a set of concepts that are fundamental for the management of Information Technology (IT) as a successful business. The ideas and concepts explored here have emerged from a ten-year collaboration between the authors in creating professional development programs to support and enhance the remarkable success of a particular IT company - the Information Systems (I/S) Division of BlueCross BlueShield of South Carolina. However, the book is about more than one company's success. Anyone facing the challenge of managing an IT company, an IT unit, or IT projects of most any size will find ideas and concepts here that resonate with their experiences and that will provoke them to think in new and more productive ways about the work they do. The ideas are presented in four major parts. In the first part, the fundamental dual nature of software as both an art and science is described, and important implications and challenges that this duality presents for the management of IT are considered. The Information Technology Organizational System Design model (the IT-OSD model) is then introduced as a decision-making framework for implementing an evolutionary approach for the management of an IT organization in the face of these challenges. In the second part, a client-centric philosophy that leads to the development and nurturing of strategic client partnerships is introduced. Such strategic client relationships and a well-designed and well-managed system architecture provide the two cornerstones giving the IT organization the capability and flexibility to consistently deliver to its clients the value that supports their own competitive positions. In the third part, a unique organizational structure, called the Hierarchical Matrix, is introduced and explained. This structure is built on the nine fundamental processes that every IT organization must understand and utilize. Its crucial advantage is that it enables the IT organization to effectively and efficiently synthesize and leverage its processes and its technical and human resources to produce outcomes that make the organization successful. In the fourth and final part, an effective process for managing and encouraging adaptive change is presented as well as an approach that will enhance the IT organization's ability to become and remain a learning organization.
About the Author: As the Executive Vice President and Chief Information Officer of BlueCross BlueShield of South Carolina, Mr. Stephen K. Wiggins is in charge of all corporate systems strategic planning, development, programming and enhancements. Under his direction, BlueCross operates one of the most advanced data processing centers in the United States, processing more than 13 billion online health care transactions and 850 million claims each year. He was named one of the Elite Eight of 2008 by Insurance & Technology magazine in recognition of the top eight insurance technology executives in the country. In addition BlueCross has won numerous national awards related to technology during his tenure. He currently has a staff of 2,250. Mr. Wiggins has been employed with BlueCross BlueShield of South Carolina since 1979. He graduated with honors from Clemson University in 1976 and earned the designation of Certified Systems Professional in 1985. Dr. Kenneth C. Abernethy is Herman N. Hipp Professor of Computer Science at Furman University in Greenville, SC, where he has taught since 1983. He has authored or co-authored a half dozen computer science textbooks and more than 60 professional articles in the field of computer science. For the past decade, he has also been Director of Furman's Institute for the Management of Information Technology, and in this capacity has worked closely with Mr. Wiggins during this time to develop a number of professional development programs in the areas of software requirements management, IT project management, and the management of information technology work efforts. Dr. Abernethy graduated with honors from the University of North Carolina at Charlotte in 1967 and earned A.M. (in 1968) and Ph.D. (in 1972) degrees from Duke University.