- ISBN: 9781118890790 | 1118890795
- Cover: Paperback
- Copyright: 1/31/2018
Information technology is ever-changing, and that means that those who are working, or planning to work, in the field of IT management must always be learning. In the new edition of the acclaimed Information Technology for Management, the latest developments in the real world of IT management are covered in detail thanks to the input of IT managers and practitioners from top companies and organizations from around the world.
Focusing on both the underlying technological developments in the field and the important business drivers performance, growth and sustainability—the text will help students explore and understand the vital importance of IT’s role vis-a-vis the three components of business performance improvement: people, processes, and technology. The book also features a blended learning approach that employs content that is presented visually, textually, and interactively to enable students with different learning styles to easily understand and retain information. Coverage of next technologies is up to date, including cutting-edged technologies, and case studies help to reinforce material in a way that few texts can.
Focusing on both the underlying technological developments in the field and the important business drivers performance, growth and sustainability—the text will help students explore and understand the vital importance of IT’s role vis-a-vis the three components of business performance improvement: people, processes, and technology. The book also features a blended learning approach that employs content that is presented visually, textually, and interactively to enable students with different learning styles to easily understand and retain information. Coverage of next technologies is up to date, including cutting-edged technologies, and case studies help to reinforce material in a way that few texts can.
Preface xiii
Acknowledgments xviii
Part 1 Reshaping Enterprises and Consumers in the On-Demand Economy
1 Disruptive IT Impacts Companies, Competition, and Careers 1
Case 1.1 Opening Case: Uber and Airbnb Revolutionize Business Models in the On-Demand Economy 3
1.1 Doing Business in the On-Demand Economy 4
Growth of the On-Demand Economy 5
Digital Business Models 6
IT’s Role in the On-Demand Economy 7
IT Business Objectives 8
1.2 Business Process Improvement and Competitive Advantage 8
What Is a Business Process? 9
Improving Business Processes 9
Don’t Automate, Obliterate! 10
Gaining a Competitive Advantage 11
Software Support for BPM 13
1.3 IT Innovation and Disruption 13
Social–Mobile–Analytics–Cloud (SMAC) Model 13
Technology Mega Trends 14
Lessons Learned from Companies Using Disruptive Technologies 16
1.4 IT and You 17
On-Demand Workers 17
IT Adds Value to Your Performance and Career 19
Becoming an Informed IT User 21
Case 1.2 Business Case: The Internet of Things Comes to the NFL 23
Case 1.3 Video Case: Knowing More and Doing More 24
2 Information Systems, IT Architecture, Data Governance, and Cloud Computing 25
Case 2.1 Opening Case: Detoxing Location-Based Advertising Data at MEDIATA 27
2.1 IS Concepts and Classification 28
Components of an IS 29
Data, Information, Knowledge, and Wisdom 30
Types of ISs 31
Transaction Processing System (TPS) 32
Management Information System (MIS) 33
Decision Support System (DSS) 34
Executive Information System (EIS) 35
ISs Exist within Corporate Culture 36
2.2 IT Infrastructure, IT Architecture, and Enterprise Architecture 37
EA Helps to Maintain Sustainability 38
Developing an Enterprise Architecture (EA) 41
2.3 Information Management and Data Governance 42
Information Management Harnesses Scattered Data 43
Reasons for Information Deficiencies 43
Factors Driving the Shift from Silos to Sharing and Collaboration 45
Business Benefits of Information Management 45
Data Governance: Maintaining Data Quality and Cost Control 46
2.4 Data Centers and Cloud Computing 48
Data Centers 48
Integrating Data to Combat Data Chaos 50
Cloud Computing 52
Selecting a Cloud Vendor 52
Cloud Infrastructure 54
Issues in Moving Workloads from the Enterprise to the Cloud 54
2.5 Cloud Services and Virtualization 55
Anything as a Service (XAAS) Models 55
Going Cloud 58
Virtualization and Virtual Machines 58
Case 2.2 Business Case: Data Chaos Creates Risk 62
Case 2.3 Video Case: Cloud Computing at Coca-Cola Is Changing Everything 63
3 Data Management, Data Analytics, and Business Intelligence 65
Case 3.1 Opening Case: Coca-Cola Strategically Manages Data to Retain
Customers and Reduce Costs 66
3.1 Data Management and Database Technologies 69
Database Management Systems and SQL 69
DBMS and Data Warehousing Vendors Respond to Latest Data Demands 72
3.2 Centralized and Distributed Database Architectures 73
Garbage In, Garbage Out 75
Data Ownership and Organizational Politics 76
Data Life Cycle and Data Principles 77
Master Data and Master Data Management 78
3.3 Data Warehouses 79
Procedures to Prepare EDW Data for Analytics 80
Building a Data Warehouse 80
Real-Time Support from an Active Data Warehouse 81
3.4 Big Data Analytics and Data Discovery 83
Human Expertise and Judgment are Needed 85
Data and Text Mining 88
Creating Business Value 88
Text Analytics Procedure 90
Analytics Vendor Rankings 90
3.5 Business Intelligence and Electronic Records Management 91
Business Benefits of BI 92
Common Challenges: Data Selection and Quality 92
Aligning BI Strategy with Business Strategy 92
BI Architecture and Analytics 93
Electronic Records Management 94
Legal Duty to Retain Business Records 94
ERM Best Practices 94
ERM Benefits 95
ERM for Disaster Recovery, Business Continuity, and Compliance 95
Case 3.2 Business Case: Big Data Analytics is the “Secret Sauce” for Revitalizing McDonald’s 98
Case 3.3 Video Case: Verizon Improves Its Customer Experience with Data Driven Decision-Making 99
4 Networks, Collaborative Technology, and the Internet of Things 101
Case 4.1 Opening Case: Sony Builds an IPv6 Network to Fortify Competitive Edge 102
4.1 Network Fundamentals 104
Network Types 104
Intranets, Extranets, and Virtual Private Networks 105
Network Terminology 105
Functions Supported by Business Networks 106
Quality of Service 107
4.2 Internet Protocols (IP), APIs, and Network Capabilities 109
Comparing 3G, 4G, 4G LTE, and 5G Network Standards 110
Circuit versus Packet Switching 111
Application Program Interfaces and Operating Systems 111
4.3 Mobile Networks and Near-Field Communication 113
Increase in Mobile Network Traffic and Users 114
Higher Demand for High-Capacity Mobile Networks 115
Mobile Infrastructure 115
Two Components of Wireless Infrastructure 116
Business Use of Near-Field Communication 117
Choosing Mobile Network Solutions 118
4.4 Collaborative Technologies and the Internet of Things 119
Virtual Collaboration 120
Group Work and Decision Processes 120
The Internet of Things (IoT) 121
IoT Sensors, Smart Meters, and the Smart Grid 121
Case 4.2 Business Case: Google Maps API for Business 125
Case 4.3 Video Case: Small Island Telecom Company Goes Global 126
5 Cybersecurity and Risk Management Technology 127
Case 5.1 Opening Case: Yahoo Wins the Gold and Silver Medal for the Worst Hacks in History! 129
5.1 The Face and Future of Cyberthreats 130
Intentional Threats 132
Unintentional Threats 132
Hacking 133
Cyber Social Engineering and Other Related Web-Based Threats 134
Denial-of-Service 137
Insider and Privilege Misuse 137
Physical Theft or Loss 138
Miscellaneous Errors 138
New Attack Vectors 138
5.2 Cyberattack Targets and Consequences 139
“High-Profile” and “Under-the-Radar” Attacks 139
Critical Infrastructure Attacks 140
Theft of Intellectual Property 141
Identity Theft 142
Bring Your Own Device 142
Social Media Attacks 144
5.3 Cyber Risk Management 146
IT Defenses 146
Business Continuity Planning 149
Government Regulations 149
5.4 Defending Against Fraud 150
Occupational Fraud Prevention and Detection 151
General Controls 152
Internal Controls 153
Cyber Defense Strategies 153
Auditing Information Systems 155
5.5 Frameworks, Standards, and Models 155
Risk Management and IT Governance Frameworks 155
Industry Standards 157
IT Security Defense-In-Depth Model 157
Case 5.2 Business Case: Lax Security at LinkedIn Exposed 161
Case 5.3 Video Case: Botnets, Malware Security, and Capturing Cybercriminals 163
Part 2 Winning, Engaging, and Retaining Consumers for Growth
6 Search, Semantic, and Recommendation Technology 165
Case 6.1 Opening Case: Mint.com Uses Search Technology to Rank Above EstablishedCompetitors 166
6.1 Using Search Technology for Business Success 168
How Search Engines Work 168
Web Directories 168
How Crawler Search Engines Work 169
Why Search Is Important for Business 172
6.2 Organic Search and Search Engine Optimization 178
Strategies for Search Engine Optimization 178
Content and Inbound Marketing 180
Black Hat versus White Hat SEO: Ethical Issues in Search Engine Optimization 181
6.3 Pay-Per-Click and Paid Search Strategies 182
Creating a PPC Advertising Campaign 182
Metrics for Paid Search Advertising 184
6.4 A Search for Meaning—Semantic Technology 184
What Is the Semantic Web? 185
The Language(s) of Web 3.0 185
Semantic Web and Semantic Search 186
Semantic Web for Business 187
6.5 Recommendation Engines 188
Recommendation Filters 189
Case 6.2 Business Case: Deciding What to Watch—Video Recommendations at Netflix 195
Case 6.3 Video Case: Power Searching with Google 196
7 Web 2.0 and Social Technology 199
Case 7.1 Opening Case: Social Customer Service Takes Off at KLM 200
7.1 Web 2.0—The Social Web 201
The Constantly Changing Web 201
Invention of the World Wide Web 202
A Platform for Services and Social Interaction 202
Emergence of Social Applications, Networks, and Services 203
Why Managers Should Understand Web Technology 205
Communicating on the Web 206
Social Media Applications and Services 207
Social Media Is More than Facebook, YouTube, and Twitter 207
With Web 2.0, Markets are Conversations 209
7.2 Social Networking Services and Communities 210
The Power of the Crowd 212
Crowdfunding 212
Social Networking Services 213
Facebook Dominates Social Networking 214
Google Takes on Facebook with G+ 216
Be in the Now with Snapchat 217
And Now for Something Different: Second Life 218
Private Social Networks 219
Future of Social Networking Systems 220
7.3 Engaging Consumers with Blogs and Microblogs 220
What Is the Purpose of a Blog? 220
Blogging and Public Relations 222
Reading and Subscribing to Blogs 222
Blogging Platforms 222
Microblogs 223
Twitter 223
Tumblr Blogs 225
7.4 Mashups, Social Metrics, and Monitoring Tools 226
What Makes a Mashup Social 226
RSS Technology 227
Social Monitoring Services 227
7.5 Enterprise 2.0: Workplace Collaboration and Knowledge Sharing 229
Tools for Meetings and Discussions 230
Social Tools for Information Retrieval and Knowledge Sharing 230
Social Bookmarking Tools 231
Content Creation and Sharing 232
Case 7.2 Business Case: Facebook Helps Songkick Rock the Ticket Sales Industry 236
Case 7.3 Business Case: AT&T’s “It Can Wait” Campaign against Distracted Driving 237
8 Retail, E-commerce, and Mobile Commerce Technology 240
Case 8.1 Opening Case: Macy’s Races Ahead with Mobile Retail Strategies 241
8.1 Retailing Technology 243
Keeping Up with Consumer Demands and Behavior 243
The Omni-Channel Retailing Concept 244
8.2 Business-to-Consumer (B2C) E-commerce 246
Online Banking 246
International and Multiple-Currency Banking 246
Online Recruiting 246
Issues in Online Retailing 250
Online Business and Marketing Planning 250
8.3 Business-to-Business (B2B) E-commerce and E-procurement 251
Sell-Side Marketplaces 251
E-Sourcing 252
E-Procurement 252
Electronic Data Interchange (EDI) Systems 253
Public and Private Exchanges 253
8.4 Mobile Commerce 253
Information: Competitive Advantage in Mobile Commerce 255
Mobile Entertainment 258
Hotel Services and Travel Go Wireless 259
Mobile Social Networking 259
8.5 Mobile Transactions and Financial Services 260
Mobile Payment Systems 260
Mobile Banking and Financial Services 262
Short Codes 263
Security Issues 263
Case 8.2 Business Case: Chegg’s Mobile Strategy 266
Case 8.3 Video Case: Searching with Pictures Using MVS 267
Part 3 Optimizing Performance, Processes, and Productivity
9 Functional Business Systems 269
Case 9.1 Opening Case: Ducati Redesigns Its Operations 271
9.1 Business Management Systems and Functional Business Systems 272
Business Management Systems (BMSs) 273
Management Levels 273
Business Functions vs. Cross-Functional Business Processes 274
Transaction Processing Systems 275
9.2 Production and Operations Management Systems 277
Transportation Management Systems 278
Logistics Management 278
Inventory Control Systems 279
Computer-Integrated Manufacturing and Manufacturing Execution Systems 281
9.3 Sales and Marketing Systems 282
Data-Driven Marketing 284
Sales and Distribution Channels 284
Social Media Customer Service 284
Marketing Management 285
9.4 Accounting, Finance, and Regulatory Systems 286
Financial Disclosure: Reporting and Compliance 286
Fraud Prevention and Detection 289
Auditing Information Systems 291
Financial Planning and Budgeting 291
9.5 Human Resource Systems, Compliance, and Ethics 293
HR Information Systems 293
Management and Employee Development 295
HR Planning, Control, and Management 295
Case 9.2 Business Case: HSBC Combats Fraud in Splitsecond Decisions 297
Case 9.3 Video Case: United Rentals Optimizes Its Workforce with Human Capital Management 298
10 Enterprise Systems 300
Case 10.1 Opening Case: 3D Printing Drives the “Always- On” Supply Chain 301
10.1 Enterprise Systems 303
Implementation Challenges of Enterprise Systems 305
Investing in Enterprise Systems 305
Implementation of Best Practices 306
Enterprise Systems Insights 307
10.2 Enterprise Resource Planning (ERP) 307
Brief History of ERP 308
Technology Perspective 308
Achieving ERP Success 311
10.3 Supply Chain Management Systems 313
Managing the Flow of Materials, Data, and Money 315
Order Fulfillment and Logistics 315
Steps in the Order Fulfillment Process 315
Innovations Driving Supply Chain Strategic Priorities 316
10.4 Customer Relationship Management Systems 319
How are CRM Apps Different from ERP? Why are they Different? 319
CRM Technology Perspective 320
Customer Acquisition and Retention 320
CRM for a Competitive Edge 320
Common CRM Mistakes: How to Avoid Them 321
Justifying CRM 322
10.5 Enterprise Social Platforms 323
Growth of Enterprise Social Investments and Markets 323
Sharepoint 324
Oracle’s Social Network 326
Jive 326
Chatter 326
Case 10.2 Business Case: Lowe’s Fresh Approach to Supply Chain Management 328
Case 10.3 Video Case: Procter & Gamble: Creating Conversations in the Cloud with 4.8 Billion Consumers 329
11 Data Visualization and Geographic Information Systems 331
Case 11.1 Opening Case: Safeway and PepsiCo Collaborate to Reduce Stock Outages using Data Visualization 332
11.1 Data Visualization and Learning 334
Learning, Exploration, and Discovery with Visualization 336
Data Discovery Market Separates from the BI Market 336
How Is Data Visualization Used in Business? 340
Data Visualization Tools 341
11.2 Enterprise Data Mashups 342
Mashup Architecture 343
Why Do Business Users Need Data Mashup Technology? 344
Enterprise Mashup Technology 344
11.3 Digital Dashboards 345
Dashboards are Real Time 347
How Operational and Strategic Dashboards Work 348
Benefits of Digital Dashboards 348
11.4 Geographic Information Systems and Geospatial Data 349
Geocoding 350
GIS Is Not Your Grandfather’s Map 350
Infrastructure and Location-Aware Collection of Geospatial Data 350
Applying GIS in Business 351
Case 11.2 Visualization Case: Are You Ready for Football? 353
Case 11.3 Video Case: The Beauty of Data Visualization—Data Detective 353
Part 4 Managing Business Relationships, Projects, and Ethical Responsibilities
12 IT Strategy, Sourcing, and Strategic Technology Trends 354
Case 12.1 Opening Case: Intel Reaps Rewards from Sustainable IT Strategy 355
12.1 IT Strategic Planning 357
Value Drivers 358
IT Strategic Plan Objectives 358
IT and Business Disconnects 359
Corporate and IT Governance 359
Reactive Approach to IT Investments Will Fail 359
IT Strategic Planning Process 359
12.2 Aligning IT with Business Objectives 362
Achieving and Sustaining a Competitive Advantage 364
12.3 IT Sourcing Strategies 367
Sourcing and Cloud Services 368
Factors Driving Outsourcing 369
Outsourcing Risks and Hidden Costs 370
Offshoring 370
Outsourcing Life Cycle 371
Managing IT Vendor Relationships 373
Contracts: Get Everything in Writing 373
12.4 Balanced Scorecard 374
The Balanced Scorecard 374
Using the Balance Scorecard 375
Applying the BSC 377
12.5 Strategic Technology Trends 378
Strategic Technology Scanning 380
Finding Strategic Technologies 380
Case 12.2 Business Case: Cisco IT Improves Strategic Vendor Management 382
Case 12.3 Data Analysis: Third-Party versus Company- Owned Offshoring 383
13 Systems Development and Project Management 385
Case 13.1 Opening Case: Denver International Airport Learns from Mistakes Made in Failed Baggage- Handling System Project 386
13.1 System Development Life Cycle 388
Stages of the SDLC 388
13.2 Systems Development Methodologies 391
Waterfall Model 391
Object-Oriented Analysis and Design 392
Agile Methodology 392
The DevOps Approach to Systems Development 394
13.3 Project Management Fundamentals 395
What Is a Project? 396
Choosing Projects 396
The Triple Constraint 397
The Project Management Framework 397
13.4 Initiating, Planning, and Executing Projects 399
Project Initiation 400
Project Planning 400
Project Execution 403
13.5 Monitoring/Controlling and Closing Projects 404
Project Monitoring and Controlling 404
Project Closing or Post Mortem 407
Why Projects Fail 408
IT Project Management Mistakes 410
Case 13.2 Business Case: Steve Jobs’ Shared Vision Project Management Style 412
Case 13.3 Demo Case: Mavenlink Project Management and Planning Software 413
14 IT Ethics, Privacy, and Sustainability 417
Case 14.1 Opening Case: Lessons Learned: How Google Glass Raised Risk and Privacy Challenges 418
14.1 IT Ethics 420
Ethical versus Unethical Behavior 420
Competing Responsibilities 423
14.2 Privacy and Civil Rights 424
Privacy and the New Privacy Paradox 424
Social Media Recruiting 425
Legal Note: Civil Rights 426
Competing Legal Concerns 427
Financial Organizations Must Comply with Social Media Guidelines 428
14.3 Technology Addictions and Focus Management 430
Digital Distractions and Loss of Focus 430
Focus Management 430
14.4 ICT and Sustainable Development 432
Global Temperature Rising Too Much Too Fast 432
IT and Global Warming 433
Technology to Transform Business and Society 436
Next Wave of Disruption Will Be More Disruptive 438
Case 14.2 Business Case: Android Auto and CarPlay Keep Drivers Safe, Legal, and Productive 439
Case 14.3 Video Case: IT Ethics in the Workplace 440
Glossary 443
Organization Index 448
Name Index 450
Subject Index 451
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