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Full Description
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.
Contents
Preface xiiiAcknowledgments xviiiPart 1 Reshaping Enterprises and Consumers in the On-Demand Economy1 Disruptive IT Impacts Companies, Competition, and Careers 1Case 1.1 Opening Case: Uber and Airbnb Revolutionize Business Models in the On-Demand Economy 31.1 Doing Business in the On-Demand Economy 4Growth of the On-Demand Economy 5Digital Business Models 6IT's Role in the On-Demand Economy 7IT Business Objectives 81.2 Business Process Improvement and Competitive Advantage 8What Is a Business Process? 9Improving Business Processes 9Don't Automate, Obliterate! 10Gaining a Competitive Advantage 11Software Support for BPM 131.3 IT Innovation and Disruption 13Social-Mobile-Analytics-Cloud (SMAC) Model 13Technology Mega Trends 14Lessons Learned from Companies Using Disruptive Technologies 161.4 IT and You 17On-Demand Workers 17IT Adds Value to Your Performance and Career 19Becoming an Informed IT User 21Case 1.2 Business Case: The Internet of Things Comes to the NFL 23Case 1.3 Video Case: Knowing More and Doing More 242 Information Systems, IT Architecture, Data Governance, and Cloud Computing 25Case 2.1 Opening Case: Detoxing Location-Based Advertising Data at MEDIATA 272.1 IS Concepts and Classification 28Components of an IS 29Data, Information, Knowledge, and Wisdom 30Types of ISs 31Transaction Processing System (TPS) 32Management Information System (MIS) 33Decision Support System (DSS) 34Executive Information System (EIS) 35ISs Exist within Corporate Culture 362.2 IT Infrastructure, IT Architecture, and Enterprise Architecture 37EA Helps to Maintain Sustainability 38Developing an Enterprise Architecture (EA) 412.3 Information Management and Data Governance 42Information Management Harnesses Scattered Data 43Reasons for Information Deficiencies 43Factors Driving the Shift from Silos to Sharing and Collaboration 45Business Benefits of Information Management 45Data Governance: Maintaining Data Quality and Cost Control 462.4 Data Centers and Cloud Computing 48Data Centers 48Integrating Data to Combat Data Chaos 50Cloud Computing 52Selecting a Cloud Vendor 52Cloud Infrastructure 54Issues in Moving Workloads from the Enterprise to the Cloud 542.5 Cloud Services and Virtualization 55Anything as a Service (XAAS) Models 55Going Cloud 58Virtualization and Virtual Machines 58Case 2.2 Business Case: Data Chaos Creates Risk 62Case 2.3 Video Case: Cloud Computing at Coca-Cola Is Changing Everything 633 Data Management, Data Analytics, and Business Intelligence 65Case 3.1 Opening Case: Coca-Cola Strategically Manages Data to RetainCustomers and Reduce Costs 663.1 Data Management and Database Technologies 69Database Management Systems and SQL 69DBMS and Data Warehousing Vendors Respond to Latest Data Demands 723.2 Centralized and Distributed Database Architectures 73Garbage In, Garbage Out 75Data Ownership and Organizational Politics 76Data Life Cycle and Data Principles 77Master Data and Master Data Management 783.3 Data Warehouses 79Procedures to Prepare EDW Data for Analytics 80Building a Data Warehouse 80Real-Time Support from an Active Data Warehouse 813.4 Big Data Analytics and Data Discovery 83Human Expertise and Judgment are Needed 85Data and Text Mining 88Creating Business Value 88Text Analytics Procedure 90Analytics Vendor Rankings 903.5 Business Intelligence and Electronic Records Management 91Business Benefits of BI 92Common Challenges: Data Selection and Quality 92Aligning BI Strategy with Business Strategy 92BI Architecture and Analytics 93Electronic Records Management 94Legal Duty to Retain Business Records 94ERM Best Practices 94ERM Benefits 95ERM for Disaster Recovery, Business Continuity, and Compliance 95Case 3.2 Business Case: Big Data Analytics is the "Secret Sauce" for Revitalizing McDonald's 98Case 3.3 Video Case: Verizon Improves Its Customer Experience with Data Driven Decision-Making 994 Networks, Collaborative Technology, and the Internet of Things 101Case 4.1 Opening Case: Sony Builds an IPv6 Network to Fortify Competitive Edge 1024.1 Network Fundamentals 104Network Types 104Intranets, Extranets, and Virtual Private Networks 105Network Terminology 105Functions Supported by Business Networks 106Quality of Service 1074.2 Internet Protocols (IP), APIs, and Network Capabilities 109Comparing 3G, 4G, 4G LTE, and 5G Network Standards 110Circuit versus Packet Switching 111Application Program Interfaces and Operating Systems 1114.3 Mobile Networks and Near-Field Communication 113Increase in Mobile Network Traffic and Users 114Higher Demand for High-Capacity Mobile Networks 115Mobile Infrastructure 115Two Components of Wireless Infrastructure 116Business Use of Near-Field Communication 117Choosing Mobile Network Solutions 1184.4 Collaborative Technologies and the Internet of Things 119Virtual Collaboration 120Group Work and Decision Processes 120The Internet of Things (IoT) 121IoT Sensors, Smart Meters, and the Smart Grid 121Case 4.2 Business Case: Google Maps API for Business 125Case 4.3 Video Case: Small Island Telecom Company Goes Global 1265 Cybersecurity and Risk Management Technology 127Case 5.1 Opening Case: Yahoo Wins the Gold and Silver Medal for the Worst Hacks in History! 1295.1 The Face and Future of Cyberthreats 130Intentional Threats 132Unintentional Threats 132Hacking 133Cyber Social Engineering and Other Related Web-Based Threats 134Denial-of-Service 137Insider and Privilege Misuse 137Physical Theft or Loss 138Miscellaneous Errors 138New Attack Vectors 1385.2 Cyberattack Targets and Consequences 139"High-Profile" and "Under-the-Radar" Attacks 139Critical Infrastructure Attacks 140Theft of Intellectual Property 141Identity Theft 142Bring Your Own Device 142Social Media Attacks 1445.3 Cyber Risk Management 146IT Defenses 146Business Continuity Planning 149Government Regulations 1495.4 Defending Against Fraud 150Occupational Fraud Prevention and Detection 151General Controls 152Internal Controls 153Cyber Defense Strategies 153Auditing Information Systems 1555.5 Frameworks, Standards, and Models 155Risk Management and IT Governance Frameworks 155Industry Standards 157IT Security Defense-In-Depth Model 157Case 5.2 Business Case: Lax Security at LinkedIn Exposed 161Case 5.3 Video Case: Botnets, Malware Security, and Capturing Cybercriminals 163Part 2 Winning, Engaging, and Retaining Consumers for Growth6 Search, Semantic, and Recommendation Technology 165Case 6.1 Opening Case: Mint.com Uses Search Technology to Rank Above EstablishedCompetitors 1666.1 Using Search Technology for Business Success 168How Search Engines Work 168Web Directories 168How Crawler Search Engines Work 169Why Search Is Important for Business 1726.2 Organic Search and Search Engine Optimization 178Strategies for Search Engine Optimization 178Content and Inbound Marketing 180Black Hat versus White Hat SEO: Ethical Issues in Search Engine Optimization 1816.3 Pay-Per-Click and Paid Search Strategies 182Creating a PPC Advertising Campaign 182Metrics for Paid Search Advertising 1846.4 A Search for Meaning-Semantic Technology 184What Is the Semantic Web? 185The Language(s) of Web 3.0 185Semantic Web and Semantic Search 186Semantic Web for Business 1876.5 Recommendation Engines 188Recommendation Filters 189Case 6.2 Business Case: Deciding What to Watch-Video Recommendations at Netflix 195Case 6.3 Video Case: Power Searching with Google 1967 Web 2.0 and Social Technology 199Case 7.1 Opening Case: Social Customer Service Takes Off at KLM 2007.1 Web 2.0-The Social Web 201The Constantly Changing Web 201Invention of the World Wide Web 202A Platform for Services and Social Interaction 202Emergence of Social Applications, Networks, and Services 203Why Managers Should Understand Web Technology 205Communicating on the Web 206Social Media Applications and Services 207Social Media Is More than Facebook, YouTube, and Twitter 207With Web 2.0, Markets are Conversations 2097.2 Social Networking Services and Communities 210The Power of the Crowd 212Crowdfunding 212Social Networking Services 213Facebook Dominates Social Networking 214Google Takes on Facebook with G+ 216Be in the Now with Snapchat 217And Now for Something Different: Second Life 218Private Social Networks 219Future of Social Networking Systems 2207.3 Engaging Consumers with Blogs and Microblogs 220What Is the Purpose of a Blog? 220Blogging and Public Relations 222Reading and Subscribing to Blogs 222Blogging Platforms 222Microblogs 223Twitter 223Tumblr Blogs 2257.4 Mashups, Social Metrics, and Monitoring Tools 226What Makes a Mashup Social 226RSS Technology 227Social Monitoring Services 2277.5 Enterprise 2.0: Workplace Collaboration and Knowledge Sharing 229Tools for Meetings and Discussions 230Social Tools for Information Retrieval and Knowledge Sharing 230Social Bookmarking Tools 231Content Creation and Sharing 232Case 7.2 Business Case: Facebook Helps Songkick Rock the Ticket Sales Industry 236Case 7.3 Business Case: AT&T's "It Can Wait" Campaign against Distracted Driving 2378 Retail, E-commerce, and Mobile Commerce Technology 240Case 8.1 Opening Case: Macy's Races Ahead with Mobile Retail Strategies 2418.1 Retailing Technology 243Keeping Up with Consumer Demands and Behavior 243The Omni-Channel Retailing Concept 2448.2 Business-to-Consumer (B2C) E-commerce 246Online Banking 246International and Multiple-Currency Banking 246Online Recruiting 246Issues in Online Retailing 250Online Business and Marketing Planning 2508.3 Business-to-Business (B2B) E-commerce and E-procurement 251Sell-Side Marketplaces 251E-Sourcing 252E-Procurement 252Electronic Data Interchange (EDI) Systems 253Public and Private Exchanges 2538.4 Mobile Commerce 253Information: Competitive Advantage in Mobile Commerce 255Mobile Entertainment 258Hotel Services and Travel Go Wireless 259Mobile Social Networking 2598.5 Mobile Transactions and Financial Services 260Mobile Payment Systems 260Mobile Banking and Financial Services 262Short Codes 263Security Issues 263Case 8.2 Business Case: Chegg's Mobile Strategy 266Case 8.3 Video Case: Searching with Pictures Using MVS 267Part 3 Optimizing Performance, Processes, and Productivity9 Functional Business Systems 269Case 9.1 Opening Case: Ducati Redesigns Its Operations 2719.1 Business Management Systems and Functional Business Systems 272Business Management Systems (BMSs) 273Management Levels 273Business Functions vs. Cross-Functional Business Processes 274Transaction Processing Systems 2759.2 Production and Operations Management Systems 277Transportation Management Systems 278Logistics Management 278Inventory Control Systems 279Computer-Integrated Manufacturing and Manufacturing Execution Systems 2819.3 Sales and Marketing Systems 282Data-Driven Marketing 284Sales and Distribution Channels 284Social Media Customer Service 284Marketing Management 2859.4 Accounting, Finance, and Regulatory Systems 286Financial Disclosure: Reporting and Compliance 286Fraud Prevention and Detection 289Auditing Information Systems 291Financial Planning and Budgeting 2919.5 Human Resource Systems, Compliance, and Ethics 293HR Information Systems 293Management and Employee Development 295HR Planning, Control, and Management 295Case 9.2 Business Case: HSBC Combats Fraud in Splitsecond Decisions 297Case 9.3 Video Case: United Rentals Optimizes Its Workforce with Human Capital Management 29810 Enterprise Systems 300Case 10.1 Opening Case: 3D Printing Drives the "Always- On" Supply Chain 30110.1 Enterprise Systems 303Implementation Challenges of Enterprise Systems 305Investing in Enterprise Systems 305Implementation of Best Practices 306Enterprise Systems Insights 30710.2 Enterprise Resource Planning (ERP) 307Brief History of ERP 308Technology Perspective 308Achieving ERP Success 31110.3 Supply Chain Management Systems 313Managing the Flow of Materials, Data, and Money 315Order Fulfillment and Logistics 315Steps in the Order Fulfillment Process 315Innovations Driving Supply Chain Strategic Priorities 31610.4 Customer Relationship Management Systems 319How are CRM Apps Different from ERP? Why are they Different? 319CRM Technology Perspective 320Customer Acquisition and Retention 320CRM for a Competitive Edge 320Common CRM Mistakes: How to Avoid Them 321Justifying CRM 32210.5 Enterprise Social Platforms 323Growth of Enterprise Social Investments and Markets 323Sharepoint 324Oracle's Social Network 326Jive 326Chatter 326Case 10.2 Business Case: Lowe's Fresh Approach to Supply Chain Management 328Case 10.3 Video Case: Procter & Gamble: Creating Conversations in the Cloud with 4.8 Billion Consumers 32911 Data Visualization and Geographic Information Systems 331Case 11.1 Opening Case: Safeway and PepsiCo Collaborate to Reduce Stock Outages using Data Visualization 33211.1 Data Visualization and Learning 334Learning, Exploration, and Discovery with Visualization 336Data Discovery Market Separates from the BI Market 336How Is Data Visualization Used in Business? 340Data Visualization Tools 34111.2 Enterprise Data Mashups 342Mashup Architecture 343Why Do Business Users Need Data Mashup Technology? 344Enterprise Mashup Technology 34411.3 Digital Dashboards 345Dashboards are Real Time 347How Operational and Strategic Dashboards Work 348Benefits of Digital Dashboards 34811.4 Geographic Information Systems and Geospatial Data 349Geocoding 350GIS Is Not Your Grandfather's Map 350Infrastructure and Location-Aware Collection of Geospatial Data 350Applying GIS in Business 351Case 11.2 Visualization Case: Are You Ready for Football? 353Case 11.3 Video Case: The Beauty of Data Visualization-Data Detective 353Part 4 Managing Business Relationships, Projects, and Ethical Responsibilities12 IT Strategy, Sourcing, and Strategic Technology Trends 354Case 12.1 Opening Case: Intel Reaps Rewards from Sustainable IT Strategy 35512.1 IT Strategic Planning 357Value Drivers 358IT Strategic Plan Objectives 358IT and Business Disconnects 359Corporate and IT Governance 359Reactive Approach to IT Investments Will Fail 359IT Strategic Planning Process 35912.2 Aligning IT with Business Objectives 362Achieving and Sustaining a Competitive Advantage 36412.3 IT Sourcing Strategies 367Sourcing and Cloud Services 368Factors Driving Outsourcing 369Outsourcing Risks and Hidden Costs 370Offshoring 370Outsourcing Life Cycle 371Managing IT Vendor Relationships 373Contracts: Get Everything in Writing 37312.4 Balanced Scorecard 374The Balanced Scorecard 374Using the Balance Scorecard 375Applying the BSC 37712.5 Strategic Technology Trends 378Strategic Technology Scanning 380Finding Strategic Technologies 380Case 12.2 Business Case: Cisco IT Improves Strategic Vendor Management 382Case 12.3 Data Analysis: Third-Party versus Company- Owned Offshoring 38313 Systems Development and Project Management 385Case 13.1 Opening Case: Denver International Airport Learns from Mistakes Made in Failed Baggage- Handling System Project 38613.1 System Development Life Cycle 388Stages of the SDLC 38813.2 Systems Development Methodologies 391Waterfall Model 391Object-Oriented Analysis and Design 392Agile Methodology 392The DevOps Approach to Systems Development 39413.3 Project Management Fundamentals 395What Is a Project? 396Choosing Projects 396The Triple Constraint 397The Project Management Framework 39713.4 Initiating, Planning, and Executing Projects 399Project Initiation 400Project Planning 400Project Execution 40313.5 Monitoring/Controlling and Closing Projects 404Project Monitoring and Controlling 404Project Closing or Post Mortem 407Why Projects Fail 408IT Project Management Mistakes 410Case 13.2 Business Case: Steve Jobs' Shared Vision Project Management Style 412Case 13.3 Demo Case: Mavenlink Project Management and Planning Software 41314 IT Ethics, Privacy, and Sustainability 417Case 14.1 Opening Case: Lessons Learned: How Google Glass Raised Risk and Privacy Challenges 41814.1 IT Ethics 420Ethical versus Unethical Behavior 420Competing Responsibilities 42314.2 Privacy and Civil Rights 424Privacy and the New Privacy Paradox 424Social Media Recruiting 425Legal Note: Civil Rights 426Competing Legal Concerns 427Financial Organizations Must Comply with Social Media Guidelines 42814.3 Technology Addictions and Focus Management 430Digital Distractions and Loss of Focus 430Focus Management 43014.4 ICT and Sustainable Development 432Global Temperature Rising Too Much Too Fast 432IT and Global Warming 433Technology to Transform Business and Society 436Next Wave of Disruption Will Be More Disruptive 438Case 14.2 Business Case: Android Auto and CarPlay Keep Drivers Safe, Legal, and Productive 439Case 14.3 Video Case: IT Ethics in the Workplace 440Glossary 443Organization Index 448Name Index 450Subject Index 451
