chapter 1 The Information Age -- chapter 2 Managing Requirements -- chapter 3 Planning -- chapter 4 Tracking Progress -- chapter 5 Assuring Quality -- chapter 6 Releasing Products, Deploying Services, and Controlling Changes -- chapter 7 Contracting Out -- chapter 8 Developing Products -- chapter 9 Coordinating -- chapter 10 Reviewing and Inspecting -- chapter 11 Providing Services to Customers -- chapter 12 Focusing on Processes -- chapter 13 Training Personnel -- chapter 14 Managing IT Initiatives -- chapter 15 Building a Culture -- chapter 16 The Reality of Information Technology Initiatives -- chapter 17 On Probabilistic Risk Identification, Mapping, and Evaluation -- chapter 18 Conclusion.