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Contents vii
Section II IT Governance 87
Chapter 7 Creating IT Shared Services 88
IT Shared Services: An Overview 89
IT Shared Services: Pros and Cons 92
IT Shared Services: Key Organizational Success Factors 93
Identifying Candidate Services 94
An Integrated Model of IT Shared Services 95
Recommmendations for Creating Effective IT
Shared Services 96
Conclusion 99 • References 99
Chapter 8 A Management Framework for
IT Sourcing 100
A Maturity Model for IT Functions 101
IT Sourcing Options: Theory Versus Practice 105
The “Real” Decision Criteria 109
Decision Criterion #1: Flexibility 109
Decision Criterion #2: Control 109
Decision Criterion #3: Knowledge Enhancement 110
Decision Criterion #4: Business Exigency 110
A Decision Framework for Sourcing IT Functions 111
Identify Your Core IT Functions 111
Create a “Function Sourcing” Profile 111
Evolve Full-Time IT Personnel 113
Encourage Exploration of the Whole Range
of Sourcing Options 114
Combine Sourcing Options Strategically 114
A Management Framework for Successful
Sourcing 115
Develop a Sourcing Strategy 115
Develop a Risk Mitigation Strategy 115
Develop a Governance Strategy 116
Understand the Cost Structures 116
Chapter 9 The IT Budgeting Process 118
Key Concepts in IT Budgeting 119
The Importance of Budgets 121
The IT Planning and Budget Process 123

viii Contents
Corporate Processes 123
IT Processes 125
Assess Actual IT Spending 126
IT Budgeting Practices That Deliver Value 127
Chapter 10 Managing IT- Based Risk 130
A Holistic View of IT-Based Risk 131
Holistic Risk Management: A Portrait 134
Developing a Risk Management Framework 135
Improving Risk Management Capabilities 138
Appendix A A Selection of Risk Classification
Schemes 141
Chapter 11 Information Management: The Nexus
of Business and IT 142
Information Management: How Does It Fit? 143
A Framework For IM 145
Stage One: Develop an IM Policy 145
Stage Two: Articulate the Operational
Components 145
Stage Three: Establish Information Stewardship 146
Stage Four: Build Information Standards 147
Issues In IM 148
Culture and Behavior 148
Information Risk Management 149
Information Value 150
Privacy 150
Knowledge Management 151
The Knowing–Doing Gap 151
Getting Started in IM 151
Appendix A Elements of IM Operations 155
Mini Cases
Building Shared Services at RR Communications 156
Enterprise Architecture at Nationstate Insurance 160
IT Investment at North American Financial 165

Contents ix
Section III IT-Enabled Innovation 169
Chapter 12 Innovation with IT 170
The Need for Innovation: An Historical
Perspective 171
The Need for Innovation Now 171
Understanding Innovation 172
The Value of Innovation 174
Innovation Essentials: Motivation, Support,
and Direction 175
Challenges for IT leaders 177
Facilitating Innovation 179
Chapter 13 Big Data and Social Computing 182
The Social Media/Big Data Opportunity 183
Delivering Business Value with Big Data 185
Innovating with Big Data 189
Pulling in Two Different Directions: The Challenge
for IT Managers 190
First Steps for IT Leaders 192
Chapter 14 Improving the Customer Experience:
An IT Perspective 195
Customer Experience and Business value 196
Many Dimensions of Customer Experience 197
The Role of Technology in Customer Experience 199
Customer Experience Essentials for IT 200
First Steps to Improving Customer Experience 203
Chapter 15 Building Business Intelligence 206
Understanding Business Intelligence 207
The Need for Business Intelligence 208
The Challenge of Business Intelligence 209
The Role of IT in Business Intelligence 211
Improving Business Intelligence 213

x Contents
Chapter 16 Enabling Collaboration with IT 218
Why Collaborate? 219
Characteristics of Collaboration 222
Components of Successful Collaboration 225
The Role of IT in Collaboration 227
First Steps for Facilitating Effective Collaboration 229
Mini Cases
Innovation at International Foods 234
Consumerization of Technology at IFG 239
CRM at Minitrex 243
Customer Service at Datatronics 246
Section IV
IT Portfolio Development and Management 251
Chapter 17 Application Portfolio Management 252
The Applications Quagmire 253
The Benefits of a Portfolio Perspective 254
Making APM Happen 256
Capability 1: Strategy and Governance 258
Capability 2: Inventory Management 262
Capability 3: Reporting and Rationalization 263
Key Lessons Learned 264
Appendix A Application Information 266
Chapter 18 Managing IT Demand 270
Understanding IT Demand 271
The Economics of Demand Management 273
Three Tools for Demand management 273
Key Organizational Enablers for Effective Demand
Management 274
Strategic Initiative Management 275
Application Portfolio Management 276
Enterprise Architecture 276
Business–IT Partnership 277
Governance and Transparency 279

Contents xi
Chapter 19 Creating and Evolving a Technology
Roadmap 283
What is a Technology Roadmap? 284
The Benefits of a Technology Roadmap 285
External Benefits (Effectiveness) 285
Internal Benefits (Efficiency) 286
Elements of the Technology Roadmap 286
Activity #1: Guiding Principles 287
Activity #2: Assess Current Technology 288
Activity #3: Analyze Gaps 289
Activity #4: Evaluate Technology
Landscape 290
Activity #5: Describe Future Technology 291
Activity #6: Outline Migration Strategy 292
Activity #7: Establish Governance 292
Practical Steps for Developing a Technology
Roadmap 294
Appendix A Principles to Guide a Migration
Strategy 296
Chapter 20 Enhancing Development
Productivity 297
The Problem with System Development 298
Trends in System Development 299
Obstacles to Improving System Development
Productivity 302
Improving System Development Productivity: What we
know that Works 304
Next Steps to Improving System Development
Productivity 306
Chapter 21 Information Delivery: IT’s Evolving Role 310
Information and IT: Why Now? 311
Delivering Value Through Information 312
Effective Information Delivery 316
New Information Skills 316
New Information Roles 317
New Information Practices 317

xii Contents
New Information Strategies 318
The Future of Information Delivery 319
Mini Cases
Project Management at MM 324
Working Smarter at Continental Furniture International 328
Managing Technology at Genex Fuels 333
Index 336

Preface
Today, with information technology (IT) driving constant business transformation,
overwhelming organizations with information, enabling 24/7 global operations, and
undermining traditional business models, the challenge for business leaders is not
simply to manage IT, it is to use IT to deliver business value. Whereas until fairly recently,
decisions about IT could be safely delegated to technology specialists after a business
strategy had been developed, IT is now so closely integrated with business that, as one
CIO explained to us, “We can no longer deliver business solutions in our company
without using technology so IT and business strategy must constantly interact with
each other.”
What’s New in This Third Edition?
• Six new chapters focusing on current critical issues in IT management, including
IT shared services; big data and social computing; business intelligence; manag-
ing IT demand; improving the customer experience; and enhancing development
productivity.
• Two significantly revised chapters: on delivering IT functions through different
resourcing options; and innovating with IT.
• Two new mini cases based on real companies and real IT management situations:
Working Smarter at Continental Furniture and Enterprise Architecture at Nationstate
Insurance.
• A revised structure based on reader feedback with six chapters and two mini cases
from the second edition being moved to the Web site.
All too often, in our efforts to prepare future executives to deal effectively with
the issues of IT strategy and management, we lead them into a foreign country where
they encounter a different language, different culture, and different customs. Acronyms
(e.g., SOA, FTP/IP, SDLC, ITIL, ERP), buzzwords (e.g., asymmetric encryption, proxy
servers, agile, enterprise service bus), and the widely adopted practice of abstraction
(e.g., Is a software monitor a person, place, or thing?) present formidable “barriers to
entry” to the technologically uninitiated, but more important, they obscure the impor-
tance of teaching students how to make business decisions about a key organizational
resource. By taking a critical issues perspective, IT Strategy: Issues and Practices treats IT
as a tool to be leveraged to save and/or make money or transform an organization—not
as a study by itself.
As in the first two editions of this book, this third edition combines the experi-
ences and insights of many senior IT managers from leading-edge organizations with
thorough academic research to bring important issues in IT management to life and
demonstrate how IT strategy is put into action in contemporary businesses. This new
edition has been designed around an enhanced set of critical real-world issues in IT
management today, such as innovating with IT, working with big data and social media,
xiii

xiv Preface
enhancing customer experience, and designing for business intelligence and introduces
students to the challenges of making IT decisions that will have significant impacts on
how businesses function and deliver value to stakeholders.
IT Strategy: Issues and Practices focuses on how IT is changing and will continue to
change organizations as we now know them. However, rather than learning concepts
“free of context,” students are introduced to the complex decisions facing real organi-
zations by means of a number of mini cases. These provide an opportunity to apply
the models/theories/frameworks presented and help students integrate and assimilate
this material. By the end of the book, students will have the confidence and ability to
tackle the tough issues regarding IT management and strategy and a clear understand-
ing of their importance in delivering business value.
Key Features of This Book
• A focus on IT management issues as opposed to technology issues
• Critical IT issues explored within their organizational contexts
• Readily applicable models and frameworks for implementing IT strategies
• Mini cases to animate issues and focus classroom discussions on real-world deci-
sions, enabling problem-based learning
• Proven strategies and best practices from leading-edge organizations
• Useful and practical advice and guidelines for delivering value with IT
• Extensive teaching notes for all mini cases
A Different Approach to Teaching IT Strategy
The real world of IT is one of issues—critical issues—such as the following:
• How do we know if we are getting value from our IT investment?
• How can we innovate with IT?
• What specific IT functions should we seek from external providers?
• How do we build an IT leadership team that is a trusted partner with the business?
• How do we enhance IT capabilities?
• What is IT’s role in creating an intelligent business?
• How can we best take advantage of new technologies, such as big data and social
media, in our business?
• How can we manage IT risk?
However, the majority of management information systems (MIS) textbooks are orga-
nized by system category (e.g., supply chain, customer relationship
management, enterprise
resource planning), by system component (e.g., hardware, software,
networks), by system
function (e.g., marketing, financial, human resources), by
system type (e.g., transactional,
decisional, strategic), or by a combination of these. Unfortunately, such an organization
does not promote an understanding of IT management in practice.
IT Strategy: Issues and Practices tackles the real-world challenges of IT manage-
ment. First, it explores a set of the most important issues facing IT managers today, and
second, it provides a series of mini cases that present these critical IT issues within the
context of real organizations. By focusing the text as well as the mini cases on today’s
critical issues, the book naturally reinforces problem-based learning.

Preface xv
IT Strategy: Issues and Practices includes thirteen mini cases—each based on a real
company presented anonymously.1
Mini cases are not simply abbreviated versions of
standard, full-length business cases. They differ in two significant ways:
1. A horizontal perspective. Unlike standard cases that develop a single issue within
an organizational setting (i.e., a “vertical” slice of organizational life), mini cases
take a “horizontal” slice through a number of coexistent issues. Rather than looking
for a solution to a specific problem, as in a standard case, students analyzing a mini
case must first identify and prioritize the issues embedded within the case. This mim-
ics real life in organizations where the challenge lies in “knowing where to start” as
opposed to “solving a predefined problem.”
2. Highly relevant information. Mini cases are densely written. Unlike standard
cases, which intermix irrelevant information, in a mini case, each sentence exists for
a reason and reflects relevant information. As a result, students must analyze each
case very carefully so as not to miss critical aspects of the situation.
Teaching with mini cases is, thus, very different than teaching with standard cases.
With mini cases, students must determine what is really going on within the organiza-
tion. What first appears as a straightforward “technology” problem may in fact be a
political problem or one of five other “technology” problems. Detective work is, there-
fore, required. The problem identification and prioritization skills needed are essential
skills for future managers to learn for the simple reason that it is not possible for organi-
zations to tackle all of their problems concurrently. Mini cases help teach these skills to
students and can balance the problem-solving skills learned in other classes. Best of all,
detective work is fun and promotes lively classroom discussion.
Toassistinstructors,extensiveteachingnotesareavailableforallminicases.Developed
by the authors and based on “tried and true” in-class experience, these notes include case
summaries, identify the key issues within each case, present ancillary
information about the
company/industry represented in the case, and offer guidelines for organizing the class-
room discussion. Because of the structure of these mini cases and their embedded issues, it
is common for teaching notes to exceed the length of the actual mini case!
This book is most appropriate for MIS courses where the goal is to understand how
IT delivers organizational value. These courses are frequently labeled “IT Strategy” or
“IT Management” and are offered within undergraduate as well as MBA programs. For
undergraduate juniors and seniors in business and commerce programs, this is usually
the “capstone” MIS course. For MBA students, this course may be the compulsory core
course in MIS, or it may be an elective course.
Each chapter and mini case in this book has been thoroughly tested in a variety
of undergraduate, graduate, and executive programs at Queen’s School of Business.2
1
We are unable to identify these leading-edge companies by agreements established as part of our overall
research program (described later).
2
Queen’s School of Business is one of the world’s premier business schools, with a faculty team renowned
for its business experience and academic credentials. The School has earned international recognition for
its innovative approaches to team-based and experiential learning. In addition to its highly acclaimed MBA
programs, Queen’s School of Business is also home to Canada’s most prestigious undergraduate business
program and several outstanding graduate programs. As well, the School is one of the world’s largest and
most respected providers of executive education.

xvi Preface
These materials have proven highly successful within all programs because we adapt
how the material is presented according to the level of the students. Whereas under-
graduate students “learn” about critical business issues from the book and mini cases
for the first time, graduate students are able to “relate” to these same critical issues
based on their previous business experience. As a result, graduate students are able to
introduce personal experiences into the discussion of these critical IT issues.
Organization of This Book
One of the advantages of an issues-focused structure is that chapters can be approached
in any order because they do not build on one another. Chapter order is immaterial; that
is, one does not need to read the first three chapters to understand the fourth. This pro-
vides an instructor with maximum flexibility to organize a course as he or she sees fit.
Thus, within different courses/programs, the order of topics can be changed to focus on
different IT concepts.
Furthermore, because each mini case includes multiple issues, they, too, can be
used to serve different purposes. For example, the mini case “Building Shared Services
at RR Communications” can be used to focus on issues of governance, organizational
structure, and/or change management just as easily as shared services. The result is a
rich set of instructional materials that lends itself well to a variety of pedagogical appli-
cations, particularly problem-based learning, and that clearly illustrates the reality of IT
strategy in action.
The book is organized into four sections, each emphasizing a key component of
developing and delivering effective IT strategy:
• Section I: Delivering Value with IT is designed to examine the complex ways that
IT and business value are related. Over the past twenty years, researchers and prac-
titioners have come to understand that “business value” can mean many
different
things when applied to IT. Chapter 1 (Developing and Delivering on the IT Value
Proposition) explores these concepts in depth. Unlike the simplistic value propo-
sitions often used when implementing IT in organizations, this
chapter
presents
“value” as a multilayered business construct that must be effectively
managed at
several levels if technology is to achieve the benefits expected. Chapter 2 (Developing
IT Strategy for Business Value) examines the dynamic
interrelationship between
business and IT strategy and looks at the processes and critical
success
factors
used by organizations to ensure that both are well aligned. Chapter 3 (Linking IT
to Business Metrics) discusses new ways of measuring IT’s
effectiveness that pro-
mote closer business–IT alignment and help drive greater business value. Chapter
4 (Building a Strong Relationship with the Business) examines the nature of the
business–IT relationship and the characteristics of an effective relationship that
delivers real value to the enterprise. Chapter 5 (Communicating with Business
Managers) explores the business and interpersonal competencies that IT staff will
need in order to do their jobs effectively over the next five to seven years and what
companies should be doing to develop them. Finally, Chapter 6 (Building Better IT
Leaders from the Bottom Up) tackles the increasing need for improved leadership
skills in all IT staff and examines the expectations of the business for strategic and
innovative guidance from IT.

Preface xvii
In the mini cases associated with this section, the concepts of delivering
value with IT are explored in a number of different ways. We see business and
IT
executives at Hefty Hardware grappling with conflicting priorities and per-
spectives and how best to work together to achieve the company’s strategy. In
“Investing in TUFS,” CIO Martin Drysdale watches as all of the work his IT depart-
ment has put into a major new system fails to deliver value. And the “IT Planning
at ModMeters” mini case follows CIO Brian Smith’s efforts to create a strategic
IT plan that will align with business strategy, keep IT running, and not increase
IT’s budget.
• Section II: IT Governance explores key concepts in how the IT organization is
structured and managed to effectively deliver IT products and services to the orga-
nization. Chapter 7 (IT Shared Services) discusses how IT shared services should be
selected, organized, managed, and governed to achieve improved organizational
performance. Chapter 8 (A Management Framework for IT Sourcing) examines
how organizations are choosing to source and deliver different types of IT functions
and presents a framework to guide sourcing decisions. Chapter 9 (The IT Budgeting
Process) describes the “evil twin” of IT strategy, discussing how budgeting mecha-
nisms can significantly undermine effective business strategies and suggesting
practices for addressing this problem while maintaining traditional fiscal account-
ability. Chapter 10 (Managing IT-based Risk) describes how many IT organizations
have been given the responsibility of not only managing risk in their own activities
(i.e., project development, operations, and delivering business strategy) but also
of managing IT-based risk in all company activities (e.g., mobile computing, file
sharing, and online access to information and software) and the need for a holistic
framework to understand and deal with risk effectively. Chapter 11 (Information
Management: The Nexus of Business and IT) describes how new organizational
needs for more useful and integrated information are driving the development of
business-oriented functions within IT that focus specifically on information and
knowledge, as opposed to applications and data.
The mini cases in this section examine the difficulties of managing com-
plex IT issues when they intersect substantially with important business issues.
In “Building Shared Services at RR Communications,” we see an IT organiza-
tion in transition from a traditional divisional structure and governance model
to a more centralized enterprise model, and the long-term challenges experi-
enced by CIO Vince Patton in changing both business and IT practices, includ-
ing information management and delivery, to support this new approach. In
“Enterprise Architecture at Nationstate Insurance,” CIO Jane Denton endeavors
to make IT more flexible and agile, while incorporating new and emerging tech-
nologies into its strategy. In “IT Investment at North American Financial,” we
show the opportunities and challenges involved in prioritizing and resourcing
enterprisewide IT projects and monitoring that anticipated benefits are being
achieved.
• Section III: IT-Enabled Innovation discusses some of the ways technology is
being used to transform organizations. Chapter 12 (Innovation with IT) examines
the nature and importance of innovation with IT and describes a typical inno-
vation life cycle. Chapter 13 (Big Data and Social Computing) discusses how IT
leaders are incorporating big data and social media concepts and technologies

xviii Preface
to successfully deliver business value in new ways. Chapter 14 (Improving the
Customer Experience: An IT Perspective) explores the IT function’s role in creating
and improving an organization’s customer experiences and the role of technology
in helping companies to understand and learn from their customers’ experiences.
Chapter 15 (Building Business Intelligence) looks at the nature of business intelli-
gence and its relationship to data, information, and knowledge and how IT can be
used to build a more intelligent organization. Chapter 16 (Enabling Collaboration
with IT) identifies the principal forms of collaboration used in organizations, the
primary business drivers involved in them, how their business value is measured,
and the roles of IT and the business in enabling collaboration.
The mini cases in this section focus on the key challenges companies face in
innovating with IT. “Innovation at International Foods” contrasts the need for pro-
cess and control in corporate IT with the strong push to innovate with technology
and the difficulties that ensue from the clash of style and culture. “Consumerization
of Technology at IFG” looks at issues such as “bring your own device” (BYOD) to
the workplace. In “CRM at Minitrex,” we see some of the internal technological and
political conflicts that result from a strategic decision to become more customercen-
tric. Finally, “Customer Service at Datatronics” explores the importance of present-
ing unified, customer-facing IT to customers.
• Section IV: IT Portfolio Development and Management looks at how the IT
function must transform itself to be able to deliver business value effectively in
the future. Chapter 17 (Application Portfolio Management) describes the ongoing
management process of categorizing, assessing, and rationalizing the IT application
portfolio. Chapter 18 (Managing IT Demand) looks at the often neglected issue of
demand management (as opposed to supply management), explores the root causes
of the demand for IT services, and identifies a number of tools and enablers to
facilitate more effective demand management. Chapter 19 (Creating and Evolving
a Technology Roadmap) examines the challenges IT managers face in implement-
ing new infrastructure, technology standards, and types of technology in their real-
world business and technical environments, which is composed of a huge variety of
hardware, software, applications, and other technologies, some of which date back
more than thirty years. Chapter 20 (Enhancing Development Productivity) explores
how system development practices are changing and how managers can create
an environment to promote improved development productivity. And Chapter 21
(Information Delivery: IT’s Evolving Role) examines the fresh challenges IT faces in
managing the exponential growth of data and digital assets; privacy and account-
ability concerns; and new demands for access to information on an anywhere, any-
time basis.
The mini cases associated with this section describe many of these themes
embedded within real organizational contexts. “Project Management at MM” mini
case shows how a top-priority, strategic project can take a wrong turn when proj-
ect management skills are ineffective. “Working Smarter at Continental Furniture”
mini case follows an initiative to improve the company’s analytics so it can reduce
its environmental impact. And in the mini case “Managing Technology at Genex
Fuels,” we see CIO Nick Devlin trying to implement enterprisewide technology for
competitive advantage in an organization that has been limping along with obscure
and outdated systems.

Preface xix
Supplementary Materials
Online Instructor Resource Center
The following supplements are available online to adopting instructors:
• PowerPoint Lecture Notes
• Image Library (text art)
• Extensive Teaching Notes for all Mini cases
• Additional chapters including Developing IT Professionalism; IT Sourcing; Master
DataManagement;DevelopingITCapabilities;TheIdentityManagementChallenge;
Social Computing; Managing Perceptions of IT; IT in the New World of Corporate
Governance Reforms; Enhancing Customer Experiences with Technology; Creating
Digital Dashboards; and Managing Electronic Communications.
• Additional mini cases, including IT Leadership at MaxTrade; Creating a Process-Driven
Organization at Ag-Credit; Information Management at Homestyle Hotels; Knowledge
Management at Acme Consulting; Desktop Provisioning at CanCredit; and Leveraging
IT Vendors at SleepSmart.
For detailed descriptions of all of the supplements just listed, please visit http://
www.pearsonhighered.com/mckeen.
CourseSmart eTextbooks Online
CourseSmart is an exciting new choice for students looking to save money. As an alter-
native to purchasing the print textbook, students can purchase an electronic version of
the same content and save up to 50 percent off the suggested list price of the print text.
With a CourseSmart etextbook, students can search the text, make notes online, print
out reading assignments that incorporate lecture notes, and bookmark important pas-
sages for later review. www.coursesmart.com.
The Genesis of This Book
Since 1990 we have been meeting quarterly with a group of senior IT managers from
a number of leading-edge organizations (e.g., Eli Lilly, BMO, Honda, HP, CIBC, IBM,
Sears, Bell Canada, MacDonalds, and Sun Life) to identify and discuss critical IT manage-
ment issues. This focus group represents a wide variety of industry sectors (e.g., retail,

manufacturing, pharmaceutical, banking, telecommunications, insurance, media, food
processing, government, and automotive). Originally, it was established to meet the com-
panies’ needs for well-balanced, thoughtful, yet practical information on emerging IT
management topics, about which little or no research was available. However, we soon
recognized the value of this premise for our own research in the rapidly evolving field
of IT management. As a result, it quickly became a full-scale research program in which
we were able to use the focus group as an “early warning system” to document new IT
management issues, develop case studies around them, and explore more collaborative
approaches to identifying trends, challenges, and effective practices in each topic area.3
3
This now includes best practice case studies, field research in organizations, multidisciplinary qualitative
and quantitative research projects, and participation in numerous CIO research consortia.

xx Preface
As we shared our materials with our business students, we realized that this issues-
based approach resonated strongly with them, and we began to incorporate more of our
research into the classroom. This book is the result of our many years’ work with senior
IT managers, in organizations, and with students in the classroom.
Each issue in this book has been selected collaboratively by the focus group after
debate and discussion. As facilitators, our job has been to keep the group’s focus on IT
management issues, not technology per se. In preparation for each meeting, focus group
members researched the topic within their own organization, often involving a number
of members of their senior IT management team as well as subject matter experts in
the process. To guide them, we provided a series of questions about the issue, although
members are always free to explore it as they see fit. This approach provided both struc-
ture for the ensuing discussion and flexibility for those members whose
organizations
are approaching the issue in a different fashion.
The focus group then met in a full-day session, where the members discussed all
aspects of the issue. Many also shared corporate documents with the group. We facilitated
the discussion, in particular pushing the group to achieve a common understanding of
the dimensions of the issue and seeking examples, best practices, and guidelines for deal-
ing with the challenges involved. Following each session, we wrote a report based on the
discussion, incorporating relevant academic and practitioner materials where these were
available. (Because some topics are “bleeding edge,” there is often little traditional IT
research available on them.)
Each report has three parts:
1. A description of the issue and the challenges it presents for both business and IT
managers
2. Models and concepts derived from the literature to position the issue within a con-
textual framework
3. Near-term strategies (i.e., those that can be implemented immediately) that have
proven successful within organizations for dealing with the specific issue
Each chapter in this book focuses on one of these critical IT issues. We have learned
over the years that the issues themselves vary little across industries and organizations,
even in enterprises with unique IT strategies. However, each organization tackles the
same issue somewhat differently. It is this diversity that provides the richness of insight
in these chapters. Our collaborative research approach is based on our belief that when
dealing with complex and leading-edge issues, “everyone has part of the solution.”
Every focus group, therefore, provides us an opportunity to explore a topic from a

variety of perspectives and to integrate different experiences (both successful and oth-
erwise) so that collectively, a thorough understanding of each issue can be developed
and strategies for how it can be managed most successfully can be identified.

About the Authors
James D. McKeen is Professor Emeritus at the Queen’s School of Business. He has been
working in the IT field for many years as a practitioner, researcher, and consultant. In
2011, he was named the “IT Educator of the Year” by ComputerWorld Canada. Jim has
taught at universities in the United Kingdom, France, Germany, and the United States.
His research is widely published in a number of leading journals and he is the coau-
thor (with Heather Smith) of five books on IT management. Their most recent book—IT
Strategy: Issues and Practices (2nd ed.)—was the best-selling business book in Canada
(Globe and Mail, April 2012).
Heather A. Smith has been named the most-published researcher on IT management
issues in two successive studies (2006, 2009). A senior research associate with Queen’s
University School of Business, she is the author of five books, the most recent being IT
Strategy: Issues and Practices (Pearson Prentice Hall, 2012). She is also a senior research
associate with the American Society for Information Management’s Advanced Practices
Council. Aformer senior IT manager, she is codirector of the IT Management Forum and
the CIO Brief, which facilitate interorganizational learning among senior IT executives.
In addition, she consults and collaborates with organizations worldwide.
xxi

Acknowledgments
The work contained in this book is based on numerous meetings with many senior IT
managers. We would like to acknowledge our indebtedness to the following individuals
who willingly shared their insights based on their experiences “earned the hard way”:
Michael Balenzano, Sergei Beliaev, Matthias Benfey, Nastaran Bisheban, Peter
Borden, Eduardo Cadena, Dale Castle, Marc Collins, Diane Cope, Dan Di Salvo,
Ken Dschankilic, Michael East, Nada Farah, Mark Gillard, Gary Goldsmith, Ian
Graham, Keiko Gutierrez, Maureen Hall, Bruce Harding, Theresa Harrington,
Tom Hopson, Heather Hutchison, Jim Irich, Zeeshan Khan, Joanne Lafreniere,
Konstantine Liris, Lisa MacKay, Mark O’Gorman, Amin Panjwani, Troy Pariag,
Brian Patton, Marius Podaru, Helen Restivo, Pat Sadler, A. F. Salam, Ashish
Saxena, Joanne Scher, Stewart Scott, Andy Secord, Marie Shafi, Helen Shih, Trudy
Sykes, Bruce Thompson, Raju Uppalapati, Len Van Greuning, Laurie Schatzberg,
Ted Vincent, and Bond Wetherbe.
We would also like to recognize the contribution of Queen’s School of Business
to this work. The school has facilitated and supported our vision of better integrat-
ing academic research and practice and has helped make our collaborative approach
to the study of IT management and strategy an effective model for interorganizational
learning.
James D. McKeen
Kingston, Ontario
Heather A. Smith
School of Business
June 2014
xxii

S ect ion I
Delivering Value with IT
Chapter 1 Developing and Delivering on the IT Value Proposition
Chapter 2 Developing IT Strategy for Business Value
Chapter 3 Linking IT to Business Metrics
Chapter 4 Building a Strong Relationship with the Business
Chapter 5 Communicating with Business Managers
Chapter 6 Building Better IT Leaders from the Bottom Up
Mini Cases
■ Delivering Business Value with IT at Hefty Hardware
■ Investing in TUFS
■ IT Planning at ModMeters

2
C h a p t e r
1 Developing and Delivering
on the IT Value Proposition1
1
This chapter is based on the authors’ previously published article, Smith, H. A., and J. D. McKeen.
“Developing and Delivering on the IT Value Proposition.” Communications of the Association for Information
Systems 11 (April 2003): 438–50. Reproduced by permission of the Association for Information Systems.
I
t’s déjà vu all over again. For at least twenty years, business leaders have been

trying to figure out exactly how and where IT can be of value in their organizations.
And IT managers have been trying to learn how to deliver this value. When IT was
used mainly as a productivity improvement tool in small areas of a business, this was
a
relatively straightforward process. Value was measured by reduced head counts—
usually in clerical areas—and/or the ability to process more transactions per person.
However, as systems grew in scope and complexity, unfortunately so did the risks. Very
few companies escaped this period without making at least a few disastrous invest-
ments in systems that didn’t work or didn’t deliver the bottom-line benefits executives
thought they would. Naturally, fingers were pointed at IT.
With the advent of the strategic use of IT in business, it became even more difficult
to isolate and deliver on the IT value proposition. It was often hard to tell if an invest-
ment had paid off. Who could say how many competitors had been deterred or how
many customers had been attracted by a particular IT initiative? Many companies can
tell horror stories of how they have been left with a substantial investment in new forms
of technology with little to show for it. Although over the years there have been many
improvements in where and how IT investments are made and good controls have been
established to limit time and cost overruns, we are still not able to accurately articulate
and deliver on a value proposition for IT when it comes to anything other than simple
productivity improvements or cost savings.
Problems in delivering IT value can lie with how a value proposition is conceived
or in what is done to actually implement an idea—that is, selecting the right project and
doing the project right (Cooper et al. 2000; McKeen and Smith 2003; Peslak 2012). In
addition, although most firms attempt to calculate the expected payback of an IT invest-
ment before making it, few actually follow up to ensure that value has been achieved or
to question what needs to be done to make sure that value will be delivered.

Another Random Scribd Document
with Unrelated Content

The Power of Prayer of Allah (enlightenment to the reality
and the ability to actualize its potentials)... And on their faces
(consciousness) is the mark of prostration (the comprehension of
their nonexistence)! This is their metaphoric description in the Torah
(laws in regards to the identity-self)... And their description
(similitude) in the Gospel is that of a plant, which produces its
offshoots and strengthens them so they grow firm and stand upon
their stalks, giving delight to its sowers... Allah does this to enrage
the deniers (coverers) of the reality with them (the manifestations of
His Names)! Allah has promised those who believe and fulfill its
requisites, forgiveness and a great reward. In terms of its literal
meaning, chapter Fath explains the Hudaibiya Treaty and the
conquering of Mecca. But the scope of its meaning is certainly not
limited to this. The deeper meaning of this chapter pertains to much
profound and elevated truths known only to the qualified ones. It is
not possible to disclose these, but I wish not to move on without
sharing some insight in regard to the deeper meaning of the first
three verses, for they point to a significant truth of Sufism. Let us re-
read these three verses: 1. Indeed, we have given you the Clear
Conquest (fath; the clear observation of the system of the reality)!
2. That Allah may forgive (cover/conceal) your past and (in spite of
the conquest - fath) future misdeeds (the veils resulting from
corporeality) and complete His favor upon you and guide you to the
experience of your reality (essence). 3. Allah will lead you to an
unmatched mighty victory! Since the obvious literal meaning of this
chapter can be found in every translation and interpretation of the
Quran, there is no need for me to repeat it here. As for the hidden
inner meaning that Allah has 102

Al-Fath (48th Chapter) allowed me to understand in line
with the clarity and irfan with which He has blessed me... The word
'fath' means the opening or conquering of something seemingly
unattainable. As such, the greatest attainment in the worldly life is
to conquer the Intermediary Realm (barzakh), which is a stage of
the life after - and the only way for this is to 'die while living,' as the
Sufis would say! There are two types of conquest (fath): external
and internal... Internal conquest is also of two types: a. Self-
conquest b. Fath-i Mubin Essentially, there are seven degrees of
conquest. One is said to have attained conquest when the first of
these degrees is actualized. Conquest is not a state that can reached
by personal effort. It is a state of living in this world with the
qualities of the spirit rather than the body. That is to say, while living
in this body and this dimension, the person is relinquished from his
bodily ties as though he has died and moves on to the life of the
spirit. It is the complete experience of the event to which Sufism
refers to as dying before death. As far as we have been taught,
the number of people who are able to attain this state, called the
fath-i nurani do not exceed forty individuals. Conquest can be further
categorized as: 1 . Fath-i dhulmani 2. Fath-i nurani Fath-i dhulmani
can become apparent on all people, whether Muslim or not. What
appears to be the result of 'enlightenment', especially observable on
Hindu and Buddhist sages and monks, is generally this state. In
religious terms it is called istidraj, which 103

The Power of Prayer refers to supernatural states that are
driven by ego and jinn-based energies, observable on those who
lack the light (nur) of faith. There are two significant signs of fath-i
dhulmani. Firstly, a person in this state does not accept Muhammad
(saw) as the Rasul of Allah, and secondly, he is not saved from the
illusion of having a separate individual self! Those who reach the
state of fath-i dhulmani may know your past and be present at a few
places simultaneously. They may see the states of the deceased and
communicate with the jinn, along with other seemingly superatural
behaviors. Those who reach the state of fath-i nurani show similar
abilities, but their distinction is, after adapting to this life in a short
time, they continue to develop and reach the third station of fath
where they meet the Rasul of Allah (saw) and other Nabis and saints
to learn of the states of the intermediary realm (barzakh), after
which they take their place among the Rijali Ghayb (Men of the
Unknown). When one reaches the state of fath-i mubin, it is
essential that they are able to correctly maintain this state. That is,
when one experiences fath-i mubin and is freed from the constraints
of the body, it is easy to get carried away and completely sever one's
bodily ties, leading to death in a literal sense. So long as physical
death does not occur, one who reaches the state of fath-i mubin
continues to progress by increasing their strength and brain capacity
and elevating their level of knowledge... No further information
regarding this state may be disclosed here, so let us continue to
explore the meaning of the above verses: Indeed, we have given
you the Clear Conquest (fath; the clear observation of the system of
the reality)! This 'definite and clear conquest' may not be attained
through personal effort; it is entirely a favor from Allah. Thus, the
person Quran 48:1. 104

Al-Fath (48th Chapter) lives in the world as a citizen of the
intermediary realm, aware of all the intrinsic meanings and wisdom
behind the things of the world, and no misdeed will be produced by
them. Living at this reality then, Allah will 'forgive (cover/conceal)
your past and future misdeeds (the veils resulting from corporeality)'
that prevent the observation of the Oneness of Allah and complete
His favor upon you by giving you fath - the experience of your reality
(essence). Fath-i nurani is the greatest attainment one can ever
have in the life of this world; it is almost like living in Paradise while
on earth. And He will 'lead you to an unmatched mighty victory.' 105

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The Power of Prayer Avoodhu biLlaahi min al-shaytaani 1-
rajeem Bismi Llaahi 1-rahmaani 1-raheem 1 Idhaa waqavati l-
waaqivatu 2 laysa li-waqvatihaa kaadhibatun 3 khaafidatun raaffatun
4 idhaa rujjati 1-ardu rajjan 5 wa bussati 1jibaalu bassan 6 fakaanat
habaa' munbath-thaa 7 wa kuntum azwaajan thalaathatan 8
fa'ashaabu 1-maymanati 9 wa'ashaabu 1mashamati maa ashaabu 1-
mashamati 10 wa 1-sabiqoona 1saabiqoona 11 oolaa'ika 1-
muqarraboona 12 fee jannaati l-naveemi 13 thullatun mina 1-
awwaleena 14 wa qaleenun mina 1-aakhireena 15 valaa sururin
mawdoonatin 16 muttaki'eena valayhaa mutaqaabileena 17 yatoofu
valayhim wildaanun mukhalladoona 18 yatakhayyaroona 21 wa lahmi
tayrin mimmaa yashtahoona 22 wa hoorun veenun 23 ka'amthaali 1-
lu'lu'i 1-maknooni 24 jazaa' bimaa kaanoo yavmaloona 25 laa
yasmavoona feehaa laghwan wa laa ta'theeman 26 illaa qeelan
salaaman salaaman 27 wa ashaabu 1-yameeni maa ashaabu 1-
yameeni 28 fee sidrin makhdoodin 29 wa talhilin mandoodin 30
wazillin mamdoodin 31 wa maa' in maskoobin 32 wa faakihatin
katheeratin 33 laa maqtoovatin wa laa mamnoovatin 34 wa furushin
marfocTatin 35 inaa anshaa'naahunna inshaa' 36 fajavalnaahunna
abkaaran 37 vuruban atraaban 38 li'ashaabi 1-yameeni 39 thullatun
mina 1awwaleena 40 wa thullatun mina 1-aakhireena 41 wa
ashaabu 1shimaali maa ashaabu 1-shimaali 42 fee samoomin wa
hameemin 43 wa zillin min yahmoomin 44 laa baaridin wa laa
kareem 45 innahum kaanoo qabla dhaalika mutrafeena 46 wa
kaanoo yusirroona valaa 1hinthi l-vazeemi 47 wa kaanoo yaqooloona
a' idhaa mitnaa wa kunnaa turaaban wa vizaaman a'inna
lamabvoothoona 48 awa aabaa'unaa 1-awwaloona 49 qui inna al-
awwaleena wal-aakhireena 50 lamajmoovoona ilaa meeqaati yawmin
mavloomin 51 thumma innakum ayyuhaa 1-daalloona 1-mukadh-
dhiboona 52 laakiloona min shajarin min zaqqoomin 53 famaali'oona
minhaa 1-butoona 54 fashaariboona valayhi mina 1-hameemi 55
fashaariboona shurba 1heemi 56 haadhaa nuzuluhum yawma 1-
deeni 57 nahnu khalaqnaakum falawlaa tusaddiqoona 58
afaraa'aytum maa tumnoona 59 a'antum takhluqoonahu am nahnu
1-khaaliqoona 60 nahnu qaddarna baynakumu 1-mawta wa maa

nahnu bi masbooqwwna 61 valaa an nubaddila amthalaakum wa
nunshi'akum fee ma laa tavlamoona 62 wa laqad alimtumu 1-
nashaa'ta 1-oolaa fa lawlaa tadhakkiroona 63 afara'aytum maa
tahruthoona 64 a'antum 108

Al-Waqi'a (56th Chapter) tazravoonahu am nahnu l-
zarivoona 65 law nashaa' lajavalnahu hutaaman fazalthum
tafakkahoona 66 inna lamughramoona 67 bal nahnu mahroomoona
68 afara'aytumu 1-maa lladhee tashraboona 69 a'antum
anzaltumoohu mina 1-muzni am nahnu 1-munziloona 70 law nashaa'
javalnahu ujaajan fa lawlaa tashraboona 71 afara'autumu 1naara
llatee tooroona 72 a'antum ansha'tum shajaratahaa am nahnu 1-
munshi'oona 73 nahnu javalnahaa tadhkiratan wa mataavan
lilmuqweena 47 fasabbih bismi rabbika l-vaeemi 75 fa laa uqsimu
bimawaaqfi 1-nujoomi 76 wa innahu laqasamun law tavlamoona
vazeemun 77 innahu laqur'aanun kareemun 78 fee kitaabin
maknoonin 79 laa yamassuhu illaa 1-mutahharoona 80 tanzeelun
min rabbi Palameena 81 afabihadhaa 1-hadeethi antum mud-
hinoona 82 watajvaloona rizqakum annakum tukadh-dhiboona 83 fa
lawlaa idhaa balaghati 1-hulqooma 84 wa antum heena'idhin
tanzuroona 85 wa nahnu aqrabu ilayhi minkum walakin laa
tubsiroona 86 fa lawlaa in kuntum ghayra madeeneena 87
tarjivoonahaa in kuntum saadiqeena 88 fa'ammaa in kaana mina 1-
muqarrabeena 89 farawhun wa rayhaanun wa jannaatu naveemin 90
wa'amma in kaana min ashaabi 1-yameeni 91 fa salaamun laka min
ashaabi 1-yameeni 92 wa'amma in kaana mina 1-mukadh-dhibeena
1-daaleena 93 fanuzulun min hameemin 94 wa tasliyatu jaheemin 95
inna haadha lahuwa haqqu 1yaqeeni 96 fasabbih bismi rabbika
Pazeemi By the one who is denoted by the name Allah (who created
my being with His Names in accord with the meaning of the letter
'B'), the Rahman, the Rahim. 1. When that truth (of the second life
after death) occurs. 2. There will be none to deny its reality! 3. It
brings down (some) and raises (some) up! 4. When the earth (the
body) is shaken with intensity, 5. And the mountains (the organs in
the body) are crumbled, 6. And become dust dispersing. 7. And you
become divided into three kinds: 109

The Power of Prayer 8. The people of the right (the
fortunate-happy ones who have attained the Truth) - and what
people of the right? 9. The people of the left (the unfortunate-
unhappy ones who have lived their live cocooned from the Truth) -
and what people of the left? 10. And the forerunners are the
forerunners (of certainty); 11. They are the ones who have attained
(the state of divine) closeness. 12. Within Paradises of Bliss. 13.
Most of them of the former people. 14. And the minority of them of
the later people. 15. On thrones embroidered with jewels. (The
verses in regards to Paradise as of this verse should be read in light
of the statement The example [metaphoric representation] of
Paradise mentioned in various verses [13:35, 47:15]. All
expressions are symbolic and should not be taken literally.) 16.
Seated facing one another. 17. With eternally youthful servants
around them... 18. With vessels filled from the source, pitchers and
cups... 19. Neither headache nor intoxication caused by them! 20.
Whatever fruit they prefer; 21. Whichever meat of fowl they desire;
22. And the houris (partner-bodies with superior and clear vision -
unrestricted by the limitations of the biological body - enabling the
conscious man to experience his essential qualities. The state of
living with multiple forms [bodies] under the administration of a
single consciousness). 23. Like hidden pearls (raised in the mother
of pearl; formations of the Names of Allah [bodies] and the
manifestations of their qualities through the human consciousness).
24. This is the reward (result) of their deeds! 110

Al-Waqi'a (56th Chapter) 25. They will neither hear any
empty discourse therein, nor any concept of sin! 26. Only saying,
Salam, salam (meaning; may the experience of the quality
denoted by this Name be continual). 27. And the people of the right
(the believers) - and what people of the right? 28. Among the lote
trees with their fruits, 29. And banana trees layered with fruit... 30.
In extended (eternal) shade, 31. And flowing waterfalls, 32. Among
many (varieties of) fruits, 33. (Fruits that) neither run out nor are
forbidden! 34. (They are) upon lounges raised high. 35. Indeed, We
designed them (the partners of consciousness; bodies) with a (new)
design. 36. And formed them of a kind never used before! 37. In
love with their partners (bodies that have never been seen or used
before, who enable the peak experience of the qualities of the
human consciousness, as opposed to the animalistic body that made
man 'descend to the world as enemies,' directing him towards
materialistic gains) and who are equal in age (came into existence
with consciousness)! 38. (These are) for the people of the right (the
fortunate ones). 39. A group of them (the people of the right) are
from the former people. 40. And some from later people. 41. And
the people of the left (the unfortunate ones who deny the reality and
live in their cocoon worlds) - and what people of the left? 42. In
samum (poisonous fire, radiation) and hamim (scalding water;
unrealistic/baseless data and conditionings), 111

The Power of Prayer 43. And a shade of black smoke
(unable to see and experience the forces in their essence), 44. (That
shade) that is neither cool nor generous (in what it brings)! 45.
Indeed, before this they were rampaging in an abundance of
worldly, lustful pleasures! 46. They used to persist in committing that
great offence (denying their essential reality and its experience). 47.
They used to say, Will we really continue to live (be resurrected)
with another body once we have died and become dust and bones?
48. Even our forefathers? 49. Say, Indeed, the former and the
latter, 50. They will surely be gathered for the appointment of a
known time! 51. After which, O those astray deniers (of the
reality)... 52. Indeed, (you) will be eating from the trees of zaqqum
(the fruits/products of thinking you are only the body). 53. Filling
your bellies with it. 54. And drinking scalding water on top of it. 55.
And you will drink it like the drinking of thirsty camels that are
unable to quench their thirsts due to their afflictions. 56. Thus shall
be their state (what manifests through them) on the day of the
religion (the system - the time when the reality of the sunnatullah is
realized)! 57. We created you! So, will you not accept? 58. Have you
seen the sperm that you emit? 59. Is it you who creates it or are We
the creators? 60. We determined death among you and you cannot
overpass Us! 112

Al-Waqi'a (56th Chapter) 61. (We determined death) so
that We may bring (new bodies of) your like and that We reconstruct
you (anew) in a form which you do not know. 62. Indeed, you have
already known the first creation... So, should you not contemplate?
63. Did you see what you sowed? 64. Is it you who makes it grow or
Us? 65. Had We willed, We could have made it a dry, weak plant,
and you would be left in wonder! 66. Indeed, we are in loss! 67.
No, we are the deprived. 68. And have you seen the water that
you drink? 69. Is it you who discloses that from the white clouds or
are We the disclosers? 70. Had We willed, We could have made it
bitter (water)... Should you not be grateful? 71. And have you seen
the fire that you ignite (from the tree)? 72. Did you make that tree
or are We the makers? 73. We made it a reminder and provision for
the ignorant wayfarer! 74. So, glorify (tasbih) your Rabb whose
name is Azim! 75. I swear by the universe full of stars (where the
Names become manifest)! 76. If only you knew how great an oath
this is! 77. Indeed, that (universe) is the noble Quran (for those who
can 'READ' it). 78. Contained within the knowledge that cannot be
seen! (The universal data in the form of an endless ocean of waves
and the data within the brain based on the holographic principle.)
113

The Power of Prayer 79. None but the purified (from the
dirt of shirq - duality animalistic nature) can touch it (i.e. become
enlightened with the knowledge of the Absolute Reality). 80. A
disclosure (detailed explanation) from the Rabb of the worlds. 81.
Now, you take this lightly and make little of it! 82. But was your
denial the means of your livelihood? 83. And when the soul reaches
the throat (at the time of death)! 84. You will be left (helpless)! 85.
We are closer to it than you are, but you do not see. 86. If you are
not to be recompensed for your deeds, 87. And if you are truthful,
then turn (death) away (if you think there is no sunnatullah)! 88.
(Everyone shall taste death) but if he is of those who have attained
divine closeness; 89. For him there will be a life with the Rahman
qualities, the observation of the reflections of the Names and a
Paradise of bliss. 90. If he is of the people of the right, 91. (It will be
said), Salam to you by the people of the right. 92. But if he of is
the deniers (of the reality) who are astray in faith, 93. Then scalding
water will be spilled over him! 94. He will be subject to burning
conditions! 95. Indeed, this is the very reality (that will be personally
experienced)! 96. So, glorify (tasbih) your Rabb whose name is
Azim! The Rasul of Allah (saw) has said the following in regards to
this chapter: 114

Al-Waqi'a (56th Chapter) One who reads the chapter
Waqi'a every night will never be afflicted with poverty.93 In the
past, many had made it a habit to read the chapters Yaseen, Fath,
Waqi'a, Mulk and Naba every night. There is so much benefit in this,
it is not possible for me to explain it. I can only hope you spare half
an hour of your time every night to read these five chapters. Half an
hour from twenty-four hours every day is not much considering you
will be preparing for your eternal life and strengthening your spirit.
May Allah ease this for all of us. Abu Ubaid, al-Bayhaqi Shuab al-
Iman. 115

accurate
25 AL-MULK (67th Chapter) di Jill (jLL t^'A {1} ^jjS j^ji
0^ cs^f J '^^1 ^ I {8} jJ^j fSjU l^jji. i4^-Li i- Ja L^j| US Jl I jJlaj
{9} («| VI £l jl M Jjj U Ulsj lia uj ^jj^J I jijjcls {10} J^*-1^ L. ll a
° al ^ US La (JSjLj ji Xjajoij ^Îj o^)ii-a L_lIiJlj ^-JJ (jjjoLkj (jJ^ll (jj
{11} L. ll a ° aV vi {13} jjâfl s^'^ ±} ji îija ijôiij {12} j^s Vjft
(j9l fi] j* {14} 'ijVifa jAj jk j fjL' frLajoJl ^ (jd âjiaii {15} JJJÎ
^Pjj Îjj L? ^ _?J ^ ^ .5^ *' A (j£ I JJ^^ ji f.UIu]l (ji ^HaI ai
{16} JJ^ Ly°j^ fc ^^j ^jjS (ja (jj^' i— liS ialj {17} 1 jj.ol«J.ui3 1 i
^Sjlc. (J-^JJ 116

Al-Mulk (67th Chapter) La jjjJajjjjj CllllLLa j3 jl^l IjJJ {18}
clM 1 ffi* tSl jja. jA IÂ J)Jai {19} JJ'^j ^Cr ^) L)*^J^ X' Ljg ^ ^
^jll (jlA {20} JJJ^ grl X1 (Jjjl^1 j) tj^jM UJ^ t f^JJ^ ^Jc. La
ûlaj (j-aSt {2 1} JJ^jj J-^- I (Jj ^joLrtl (jj ^SisjjJ ^Loul Al jA 35
{22} * jjfe ° a -^J^ CS-^ ^Jj-1 cr1?^ L)^ t5Â^ ^-S^J (jiJI Ja
^jla 'oijaSftj jLL^SMj aJûII ^ yj JCjll IjA ^gla tjjJjijJ {24} (jjJJ^J
^4H'J U^J^ csl ('JJ ejij Lala {26} L#f* ^ ^jj ^1 ^9 ^j 3 {25}
(jj-?^ cJa {27} tjj£--£ 4-} c5^' ^

The Power of Prayer valeemun bidhaati 1-sudoori 14 alaa
yavlamu man khalaqa wa huwa 1lateefu 1-khabeeru 15 huwa
lladhee javala lakumu 1-arda dhaloolan fa'imshoo fee manaakibihaa
wa kuloo min rizqihi wa ilayhi 1nushooru 16 a'amintum man fee 1-
samaa'i an yakhsifa bikumu 1-arda fa'idhaa hiya tamooru 17 am
amintum man fee 1-samaa'i an yursila valaykum haasiban
fasatavalamoona kayfa nadheeri 18 wa laqad kadh-dhaba lladheena
min qablihim fakayfa kaana nakeeri 19 awalam yaraw ilaa 1-tayri
fawqahum saaffaatin wayaqbidna maa yumsikuhunna illaa 1-
rahmaanu innahu bikulli shay 'in baseerun 20 amman haadhaa
lladhee huwa jundun lakum yansurukum min dooni 1-rahmaani ini 1-
kaafiroona illaa fee ghuroorin 21 amman haadhaa lladhee
yarzuqukum in amsaka rizqahu bal lajoo fee uttuwwin wanufoorin
22 afaman yamshee mukibban vala wajhihi ahdaa amman yamshee
sawiyyan valaa siraatin mustaqeemin 23 qui huwa lladhee
anshaakum wajavala lakumu l-samva wal-absaara walafi'data
qaleelan maa tashkuroona 24 qui huwa lladhee dhara'akum fee 1-
ardi wa'ilayhi tuhsharoona 25 wa yaqooloona mataa haadha 1wavdu
in kuntum saadiqeena 26 qui innama l-vilmu vinda Llaahi
wa'innamaa ana nadheerun mubeenun 27 falammaa ra'awhu
zulfatan see' at wujoohu lladheena kafaroo waqeela haadha lladhee
kuntum bihi taddavoona 28 qui ara'aytum in ahlakaaniya Llaahu wa
man maviya aw rahimanaa fa man yujeeru 1-kaafireena min
vadhaabin aleemin 29 qui huwa 1-rahmaanu aamannaa bihi wa
valayhi tawakkalnaa fastavlamoona man huwa fee dalaalin mubeenin
30 qui ara'aytum in ashaba maa'ukum ghawran faman ya'teekum
bimaa'in maveenin By the one who is denoted by the name Allah
(who created my being with His Names in accord with the meaning
of the letter 'B'), the Rahman, the Rahim. 1. Supreme is He in whose
hand is dominion (the dimension of acts, which He administers as
He wills at every instance)! He is Qadir over all things. 2. It is HU
who created life and death to reveal which of you is best in deed. He
is the Aziz, the Ghafur. 118

Al-Mulk (67th Chapter) 3. It is HU who created the heavens
as seven dimensions. You cannot see any inconsistency in the
creation of the Rahman. So, turn your gaze and have a look! Can
you see any conflict or discrepancy? 4. Then turn your gaze twice
again and have a look! Your vision will return to you fatigued (unable
to find what it was looking for) and humbled! 5. Indeed, We have
adorned the nearest heaven (of earth - the thought processes) with
illuminants (the knowledge of the reality). We made them to stone
and fend off the devils (satanic ideas). And We have prepared for
them the suffering of the blazing Fire. 6. There is the suffering of
Hell for those who deny their Rabb who comprises their essence!
What a wretched place of return! 7. When they are cast into it, they
will hear it rumble as it boils up and gushes! 8. It almost bursts from
rage. Every time a group is cast into it, its keepers will ask them,
Did no warner come to you? 9. And they (the people of Hell) will
say, Yes, indeed, a warner did come to us, but we denied him in
disbelief! We told them, 'Allah did not reveal anything, and you are
in gross error.' 10. They will say, If only we had listened to them
and used our reason, we would not be among the people of Hell
now! 11. Thus they will confess their mistakes. Let the people of
the blazing Fire experience isolation! 12. As for those who are in awe
of their Rabb as their unknown, there is forgiveness for them and a
great reward. 13. Conceal your thoughts or reveal them! Indeed, He
is Aleem of what is in the hearts (consciousness) as the absolute
essence therein. 14. Will He not know what He created! He is the
Latif, the Habir. 119

The Power of Prayer 15. He made the earth (body)
obedient (to your consciousness)! So, walk upon its slopes and eat
of its provisions. To Him will be your resurrection! 16. Are you
confident that that which is in the heaven will not cause you to be
swallowed up by the earth, when suddenly it begins to shake! 17. Or
are you confident that that which is in the heaven will not send upon
you a cyclone? You will know how true My warning is! 18. Indeed,
those before them also denied! And how was My recompense for
their denial! 19. Do they not see the birds above them spreading
their wings and ascending, then folding them in and descending!
They do this with the forces of the Rahman. Indeed, He, as the
essence of the all things, is the Basir. 20. Or do you have an army to
help you against the Rahman? Those who deny the knowledge of
the reality are in nothing but delusion! 21. If He was to cut your
provision off, who will nourish you? No, they persist in their
escapism, in rage and hatred! 22. Is one who blindly crawls on his
face better guided or the one who walks upright upon the straight
path? 23. Say, It is HU who formed you and gave you the ability to
perceive and comprehend (insight) and hearts (heart neurons that
reflect the meanings of the Names to the brain). How little you thank
(evaluate)! 24. Say, It is HU who created you on the earth. To Him
you will be gathered! 25. They say, If you are truthful, when will
your warning be fulfilled? 26. Say, Its knowledge is with Allah. I
am only a clear warner! 120

Al-Mulk (67th Chapter) 27. When they see it (death)
approaching, the faces of those who deny the knowledge of the
reality will darken. And it will said, This is that which you
impatiently wanted to experience! 28. Say, Think! If Allah were to
destroy me and those with me or give grace to us, who can save the
deniers of the reality from the severe suffering? 29. Say, He is the
Rahman; we believe He comprises our essence and we have placed
our trust in Him. Soon you will know who is in clear error! 30. Say,
Think! If your water was to recede, who could bring you flowing
water (knowledge)? Muhammad (saw), the Rasul of Allah says in
regard to this chapter: It is like a barrier. It is a savior. It protects
and saves man from the suffering of the grave.94 We know that
death is not about becoming inexistent or dying and waiting in a
state of nonexistence... Death is an experience; hence, we're told
we're going to 'taste' it! This body is going to become dysfunctional
and obsolete and we're going to be eqipped with a new body in the
grave. We're going to be alive and conscious, completely aware of
everything around us, with the same mental activity as always. I
covered this topic in detail in Muhammad's Allah in the chapter on
death. Those who wish to obtain further information about how and
why death is an 'experience' can refer to this book or to Man, Spirit,
Jinn... The event to which the Quran refers as 'tasting of death' is
the conscious experience of being buried and making the transition
to the life of the grave and thus the afterlife... Those who are Al-
Tirmidhi. 121

The Power of Prayer unequipped or ill prepared for this will
be subject to enormous suffering. Hence, the Rasul of Allah (saw)
advises us to recite this chapter as a precaution and preparation for
the suffering of the grave, and says: There is a chapter composed
of 30 verses in the Quran that acted as an intercessor for a man and
he was forgiven. That is the chapter 'Tabarakalladhee biyadihil
Mulk.95 Abdullah b. Masud (ra) narrates the words of the Rasul of
Allah (saw) regarding the life of the grave: When a person is buried
in his grave, the angels of suffering will approach his feet... Then the
angels in charge of the chapter al-Mulk will object and say, 'There is
no passage for you through us, for he used to recite the chapter al-
Mulk when he was alive.' Then the angels of suffering will approach
his breast and stomach, again they will say, 'There is no passage
through us for he used to recite the chapter al-Mulk when he was
alive.' Then they will try and approach from his head, again they will
object with the same strength and reasoning. The chapter al-Mulk is
a preventor. It prevents the suffering of the grave. Whoever reads it
at night will have accrued great merit and will have done an
excellent thing.96 Al-Tirmidhi. Al-Dailami. 122

accurate
26 AN-NABA (78th Chapter) ^1^)11 ^JA^ jll Ai jUOlJ {3}
yjjffi^ ^ y cSÎ {2} f^*^l 14^1 (jc. {1J ^jlg-ludj ^c. JiiaJij {6} i-^-
s-? (j^jVi J*4^ pi {5} p {4} (jjî*^ ILU] jiii ilLkj {9} liil, ^ ji liLkj {8}
LLIjjl filiiiij {7} ilijl {12} IÎ^S U-lui lilij {11} lliULa jlgill uk^.j {10} Aj
^^LiJ {14} ^ f ) f CllljjâJoll liljjlj {13} ^-*J 1^1 f£ {17} liti* ? Cul£
a '3 a (jl {20} ^'3^ ' ^ J AaJI Cljiaij {24} Uj^ Vj tijj iy oAA V{23}
^ ly 64?V {22} ^ UlLi^. jj^jj V l {26} ^j^- {25} talLc.j Uu^k VI ijijia
{29} iStfe afr^l {28} ^ L^LL i^kj {27} {32} Uktj 6^ u) {30} ^ V]
£kJ J* Ulk v'j Iji3 iy Qj^Lu v {34} liUj LLl£j {33} Ul^l mcIjSj UJ
(JâjVlj CjljUajoill t_Jj {36} f-Lkc. ^ c-ij^k {35} ilia 45Lj^La]!j ^jÎ
fj^J ^J^ {37} ^ ^ j J^} A.) V (j^^^l 1 A3 Lj îa ^j^Jl i jil (23Jj
{38} ^ tJ^j O^-jll ^ 6^ t VI Jj^.: V 123

The Power of Prayer Ua £JjA jiaJJ ^JJ LujS Utic. lit {39}
^4 J *-^ {40} ^ j?^' clj^J »^ kiii^S Avoodhu biLlaahi min al-
shaytaani 1-rajeem Bismi Llaahi 1-rahmaani 1-raheem 1 vamma
yatasaaloona 2 vani 1-nabaa'i l-vazeemi 3 alladhee hum feehi
mukhtalifoona 4 kallaa sayavlamoona 5 thumma kalla sayavlamoona
6 alam najvali 1-arda mihaadan 7 wal-jibaala awtaadan 8 wa
khalaqnaakum azwaajan 9 wajavalnaa nawmakum subaatan 10
wajavalnaa 1-layla libaasan 11 wa javalnaa 1-nahaara mavaashan 12
wa banaynaa fawqakum sabvan shidaadan 13 wajavalnaa siraajan
wahhaajan 14 wa anzalnaa mina l-muvsiraati maa' thajaajan 15
linukhrija bihi jabban wa nabaatan 16 wa jannaatin alfaafan 17 inna
yawma 1-fasli kaana meeqaatan 18 yawma yunfakhu fee 1-soori
fata'toona afwaajan 19 wafutihati 1-samaa' fakaanat abwaaban 20
wa suyyirati 1-jibaalu fakaanat saraaban 21 inna jahannama kaanat
mirsaadan 22 lil-taagheena maaban 23 laabitheena feehaa ahqaaban
24 laa yadhooqoona feehaa bardan wa laa sharaaban 25 ilia
hameeman wa ghassaaqan 26 jazaa' wifaaqan 27 innahumkaanoo
laa yarjoona hisaaban 28 wa kadh-dhaboo bi aayaatinaa kidh-
dhaaban 29 wa kulla shay 'in ahsaynaahu kitaaban 30 fadhooqoo
falan nazeedakum illaa adhaaban 31 inna lil-muttaqeena mafaazan
32 hadaa'iqa wa a naaban 33 wa kawaaviba atraaban 34 wa ka'san
dihaaqan 35 laa yasmavoona feeha laghwan wa laa kidh-dhaaban 36
jazaa min rabbika vataa' hizaaban 37 rabbi 1-samawaati wal-ardi wa
maa baynahumaa 1-rahmaani laa yamlikoona minhu khitaaban 38
yawma yaqoomu 1-roohu wal-malaa'ikatu saffan laa yatakallamoona
illaa man adhina lahu 1-rahmaanu waqaala sawaaban 39 dhaalika
1yawmu 1-haqqu fa man shaa' ittakhadha ilaa rabbihi maaban 40
inna andharnaakum vadhaaban qareeban yawman yanzuru 1-mar'u
maa qaddamat yadaahu wa yaqoolu 1-kaafiru yaa laytanee kuntu
turaaban By the one who is denoted by the name Allah (who created
my being with His Names in accord with the meaning of the letter
'B'), the Rahman, the Rahim. 124

An-Naba (78 Chapter) 1. What are they questioning? 2.
The mighty news (regarding life after death)? 3. Over this, they are
in disagreement. 4. But no! Soon (when they die) they will know
(that it is not like what they think)! 5. Again, no! Soon they will
know (it is not like what they think)! 6. Did We not make the earth
(the body) a cradle (a temporary place in which you can grow and
develop yourselves)? 7. And the mountains (the organs in the body)
as stakes. 8. And created you as partners (consciousness - body). 9.
And made sleep a means for rest. 10. And the night a blanket. 11.
And made the day for livelihood. 12. And constructed seven strong
(heavens) above you (the system with seven orbits - the dimension
of consciousness). 13. And a luminous lamp (Sun - intellect). 14.
And disclosed pouring water from the rain clouds. 15. So that We
may produce therein grain and vegetation. 16. Gardens within
gardens! 17. Indeed, that time (of sorting and separating) is an
appointed time. 18. The Horn will be blown at that time and you will
come forth in groups. 19. The heaven will open and become
gateways (consciousness will be opened to perception without the
bodily senses). 20. And mountains will be made to vanish as if they
were a mirage (the limitations of the organs are removed). 21.
Indeed, Hell has become a place of passage (everyone will pass
from it). 125

The Power of Prayer 22. A place of settlement for the
transgressors (the wrongdoers who failed to protect themselves
according to the sunnatullah). 23. To remain therein for a very long
time! 24. They will not taste therein any coolness or a delightful
drink! 25. Only boiling water and pus! 26. As the direct result of their
deeds! 27. Indeed, they did not expect (to be called to) account (for
their lives)! 28. They persistently denied Our signs within their
beings! 29. But We have recorded everything in detail! 30. So taste
it, never We will increase you in anything except suffering! 31.
Indeed, there is an attainment for the protected ones. 32. Gardens
and grapevines... (Remember that all descriptions pertaining to
Paradise are metaphoric expressions.) 33. Magnificent partners of
equal age! (Magnificently capacitated bodies bearing the qualities of
that dimension of existence, without the concept of gender, formed
to manifest the qualities of the Names emanating from the essence
of the individual consciousness... Note again, without any
differentiation of gender! Allah knows best.) 34. And cups that are
full! 35. They will hear neither baseless speech therein nor any
falsehood. 36. As respite from your Rabb, an endowment for their
deeds! 37. He is the Rabb of the heavens, the earth and everything
in between; He is the Rahman! The One of whom no one has the
authority to speak. 38. At that time the Spirit (the single reality of
the Names that manifests in the consciousness of all humans) and
the angels will stand in rows. None will be able to speak, except for
whom the 126

An-Naba (78th Chapter) Rahman has given permission
(allowed his natural disposition). And he will speak the truth. 39.
This is the time of the Truth! Then, whoever wills may take a way to
his Rabb! 40. Indeed, we have warned you of a close suffering
(caused by the realization of the Truth through the experience of
death)! On that day, man will observe what his hands have put forth,
and those who denied the knowledge of the reality will say Oh, how
I wish I was made of dust! 127

27 AL-ALAQ (96th Chapter 1-5 verses) f jiSfi c^jj IjSi {2} jfe
t ^ {1} ^ «2lSj ^ yi {5} ^ u'^yi {4} ^ c5^'{3} Avoodhu biLlaahi
min al-shaytaani 1-rajeem Bismi Llaahi 1-rahmaani 1-raheem 1 viqra
bismi rabbika lladhee khalaqa 2 khalaqa 1-insaana min valaqin 3 iqra
wa rabbuka 1-akramu 4 alladhee vallama bil-qalami 5 vallama 1-
insaana ma lam yavlam By the one who is denoted by the name
Allah (who created my being with His Names in accord with the
meaning of the letter 'B'), the Rahman, the Rahim. 1. READ with the
Name of your Rabb (with the knowledge that comprises your being),
who created. 2. Created man from alaq (a clot of blood; genetic
composition). 3. READ! For your Rabb is Akram (most generous).
128

Al-Alaq (96th chapter 1-5 verses) 4. Who taught
(programmed the genes and the essential qualities) by the Pen. 5.
Taught man that which he knew not. I advise those who want to
reach the hidden secrets in the depths of the truths of religion to
recite these verses 313 times a day! What does 'READ' mean? What
is to be read? How can it be read? If it's not about reading and
writing in the literal sense, then what does Muhammad (saw) being
'illiterate' (ummi) mean? I've tried to answer all of these in What did
Muhammad Read? But let us know with certainty that this is not
about reading a physical object, such as a book. Again, those who
want to READ the truths in the sight of their Rabb should make it a
habit to recite these verses 313 times on a daily basis. 129

28 ASH-SHARH (94th Chapter) iSlji^ J {2} ^jjj '^''f~-
UiLiJajj {1} diljALa (211 ^JJ^ f^' IjjLiJ ÎaiJl (jj {5} jlttill {4}
^J^? ^ ^JJ {3} {8} iÎjj ÎJ {7} tliLajla c£ji I ill {6} Avoodhu
biLlaahi min al-shaytaani 1-rajeem Bismi Llaahi 1-rahmaani 1-
raheem 1 alam rashrah laka sadraka 2 wa wadavana vanka wizraka
3 alladhee anqada zahrak 4 wa rafavana laka zikraka 5 fa'inna mava
l-vusri yusran 6 inna mava l-vusri yusran 7 fa'idhaa faraghta fa'insab
8 wa ilaa rabbika faarghab By the one who is denoted by the name
Allah (who created my being with His Names in accord with the
meaning of the letter 'B'), the Rahman, the Rahim. 1. Did We not
expand your breast (broaden your capabilities)? 130

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