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• Cover Page
• Title Page
• Copyright Page
• PREFACE
• ACKNOWLEDGMENTS
• 1 Digital Transformation Disrupts Companies, Competition, and Careers
• Case 1.1 Opening Case: China’s Digitization Expands Business Opportunities and GDP
• Introduction
• 1.1 Doing Business in the On-Demand and Sharing Economies
• Disruptive Digital Business Models
• IT’s Role in the On-Demand and Sharing Economies
• IT Business Objectives
• 1.2 Business Process Improvement and Competition
• What Is a Business Process?
• Improving Business Processes
• Don’t Automate, Obliterate!
• Competition
• 1.3 IT Innovation and Disruption
• Social–Mobile–Analytics–Cloud (SMAC) Model
• Technology Mega Trends
• COVID-19 Accelerates Digital Transformation
• Lessons Learned
• 1.4 IT and You
• On-Demand ‘Gig’ Workers
• IT Adds Value to Your Performance and Career
• Managing and Interpreting Big Data Are High Demand Skills
• Becoming an Informed IT User
• Case 1.2 Business Case: The IoT Comes to Sports
• Case 1.3 Business Case: Retail Digital Transformation in Singapore
• Case 1.4 Video Case: Creating a Digital Vision to Transform a Company and Improve the Customer Experience
• 2 Information Systems, IT Infrastructure, and the Cloud
• Case 2.1 Opening Case: The Amazing Story of Tommy Flowers—Creator of the First Programmable Computer
• Introduction
• 2.1 IS Concepts and Classification
• IT Adds Value
• Six Components of an IS
• Data, Information, Knowledge, and Wisdom
• Types of Information Systems
• Transaction Processing System
• Management Information System
• Decision Support Systems
• Executive Information System
• ISs Exist within Corporate Culture
• 2.2 IT Infrastructure, IT Architecture, and Enterprise Architecture
• Adding Value with an EA
• Measuring EA Success
• EA and Sustainability
• Developing an EA
• EA Must Be Dynamic and Evolving
• 2.3 Data Centers and Cloud Computing
• Data Centers
• Data Virtualization
• Cloud Computing
• Cloud Infrastructure
• Moving Workloads from the Enterprise to the Cloud
• Cloud Services
• Anything-as-a-Service (XaaS) Models
• Selecting a Cloud Vendor
• 2.4 Virtualization and Virtual Machines
• What Is a Virtual Machine?
• Types of Virtualization
• Virtualization Characteristics and Benefits
• Case 2.2. Business Case: BMW Becomes More Competitive with Private and Hybrid Clouds
• Case 2.3 Video Case: Cloud Computing at Coca-Cola Is Changing Everything
• 3 Data Management, Data Warehouses, and Data Governance
• Case 3.1 Opening Case: Asia Capital Reinsurance Leverages Data Analytics Platforms
• Introduction
• 3.1 Data Management
• Database Technologies
• 3.2 Databases
• Centralized Databases
• Distributed Databases
• 3.3 Database Management System (DBMS)
• Elements of a DBMS
• Benefits of a DBMS
• DBMS Vendor Rankings
• 3.4 Data Warehouses and Data Marts
• Moving Data from a Database to a Data Warehouse or a Data Mart
• Building and Using a Data Warehouse
• Real-Time Support from an Active Data Warehouse
• Data Lakes
• 3.5 Data Governance and Master Data Management (MDM)
• Data Governance
• Master Data and Master Data Management (MDM)
• Benefits of Data Governance and Master Data Management
• 3.6 Information Management
• Data Life Cycle and Data Principles
• Harnessing Scattered Data
• Breaking Down Data Silos
• Culture Must Change
• Garbage In, Garbage Out
• The Cost of Dirty Data
• Business Benefits of Information Management
• 3.7 Electronic Document, Record, and Content Management
• Electronic Document Management
• Electronic Document Management Systems
• Electronic Records Management
• Legal Duty to Retain Business Records
• Electronic Records Management Systems
• Enterprise Content Management
• Enterprise Content Management Systems
• Choosing an EDMS, ERMS, or ECMS
• Case 3.2 Business Case: AgriDigital, Australia. Blockchain Supported Insights for Farmers
• 4 Networks, the Internet of Things (IoT), and Edge Computing
• Case 4.1 Opening Case: Sony Builds an IPv6 Network to Fortify Competitive Edge
• Introduction
• 4.1 Network Fundamentals
• Business Functions Supported by Computer Networks
• Types of Networks
• Local Area Network (LAN)
• Wide Area Network (WAN)
• Intranets, Extranets, and Virtual Private Networks
• Transmission Media and Speed
• Network Components
• Circuit Switching vs. Packet Switching
• Network Applications
• 4.2 Wireless Networks and Standards
• Differences Between 4G and 5G Networks
• Advantages and Disadvantages of 5G
• There Is a Growing Need for 5G
• Wireless Network Standards
• Wireless Connectivity
• Wireless Networks Use Different Transmission Media
• Wireless Network Technologies
• 4.3 Mobile Computing, the Internet of Things (IoT), and Edge Computing
• Mobile Network Drivers
• Benefits of Mobile Computing
• Mobile Technologies
• Examples of NFC Applications and Their Potential Business Value
• The Internet of Things
• Factors Driving IoT
• IoT Architecture
• The Growth of IoT
• Advantages and Disadvantages of IoT
• Edge Computing
• Edge Architecture and Apps
• Industry Applications of Edge Computing
• Choosing Mobile Computing Solutions
• Networks Support Communication, Search, Collaboration, and Relationships
• 4.4 Network Quality of Service
• Net Neutrality
• Quality of Service Models
• Case 4.2 Business Case: Carnival Seeks to Keep Passengers Happier at Sea with IoT, NFC, and Edge Computing
• 5 Data Privacy and Cyber Security
• Case 5.1 Opening Case: Yahoo Is Fined $117.5 Million for Worst Data Hacks in History
• Introduction
• 5.1 Data Privacy Concerns and Regulations
• Confused, Concerned, and Out of Control
• The Privacy Paradox
• Privacy Rights Are Civil Rights
• U.S. Consumer Protection Data Privacy Regulations
• U.S. State-Level Privacy Laws
• European Union’s General Data Protection Rules (GDPR)
• The EU-U.S. Privacy Shield
• Public Lack of Understanding
• 5.2 Extent and Cost of Cyberattacks and Cyber Threats
• Intentional Cyber Threats
• Insider Threats and Privilege Misuse
• What Motivates Cybercriminals?
• Unintentional Cyber Threats
• How Much Does a Cyberattack Really Cost an Organization?
• 5.3 Cyberattack Targets and Consequences
• Weak Passwords
• Critical Infrastructure
• Identity Theft
• Shadow IT
• Bring Your Own Device
• Social Media
• 5.4 Defending Against Cyberattacks and Managing Risk
• Cyber Defense Strategies
• Managing Risk
• Securing Systems
• Backup and Recovery
• Business Continuity Planning
• Disaster Recovery Services
• 5.5 Regulatory Controls, Frameworks, and Models
• General Defense Controls
• Application Defense Controls
• Auditing Information Systems
• Government Regulations
• Risk Management and IT Governance Frameworks
• Industry Security Standards
• IT Security Defense-In-Depth Model
• Case 5.2 Business Case: LinkedIn Hack: Lessons Learned and Hidden Dangers
• 6 Business Intelligence, Data Science, and Data Analytics
• Case 6.1 Opening Case: Financial Intelligence Fights Fraud
• Introduction
• 6.1 Business Intelligence and Data Science
• Four Phases of Decision-Making
• Data-Driven Decision-Making with Data Analytics
• Traditional and Modern Business Intelligence (BI)
• Adding Value with Traditional and Modern BI
• Finding and Hiring BI Professionals
• Software to Support BI Professionals
• Data Science
• Adding Value with Data Science
• Building a Data Science Team
• Software to Support the Data Science Team
• 6.2 Big Data and Advanced Data Analytics
• Big Data
• The Four Vs of Big Data
• Big Data Goals and Challenges
• Predictive Data Analytics
• Prescriptive Data Analytics
• 6.3 Descriptive Data Analytics Tools
• Data Mining
• Data Visualization
• Dashboards
• Data Mashups for Actionable Dashboards
• 6.4 Predictive and Prescriptive Data Analytics Methods and Techniques
• Text Mining
• Spatial Data Mining
• Regression Modeling
• Machine Learning
• Case 6.2 Business Case: London Heathrow Airport Launches BI and Machine Learning to Improve Airfield Management, Predict Passenger Flow, and Transform Airport Security
• Case 6.3 Video Case: The Beauty of Data Visualization
• 7 Social Media and Semantic Web Technology
• Case 7.1 Opening Case: The Darkside of Digital Campaigns: Disinformation and Foreign Influence
• Introduction
• 7.1 Web 2.0—Social Web Technologies
• The Constantly Changing Web
• A Platform for Services and Social Interaction
• Emergence of Social Applications, Networks, and Services
• Why Managers Should Understand Web Technology
• Communicating on the Web
• Challenges and Opportunities for Business
• 7.2 Social Web Tools and Applications
• Social Networking Services (SNS)
• E-commerce 2.0 and Social Commerce
• Private Social Networks
• Engaging Consumers with Blogs and Microblogs
• Microblogs
• Twitter
• Consumer Mashups and RSS Technology
• RSS Technology
• Social Metrics and Monitoring Tools
• Enterprise 2.0: Workplace Collaboration and Knowledge Sharing
• Leveraging the Power of the Crowd: Crowdsourcing and Crowdfunding
• Social Media Is More Than Facebook, YouTube, and Twitter
• 7.3 Using Search Technology for Business Success
• How Search Engines Work
• How Crawler Search Engines Work
• Why Search Is Important for Business
• Enterprise Search
• Recommendation Engines
• Search Marketing
• Web Search for Business
• Emerging Search Technologies
• 7.4 A Search for Meaning—Web 3.0 and Semantic Technology
• What Is the Semantic Web?
• The Language(s) of Web 3.0
• Semantic Web and Semantic Search
• Semantic Web for Business
• 7.5 Recommendation Engines
• Case 7.2 Recommending Wine to Online Customers
• Case 7.3 Video Case: Power Searching with Google
• 8 Omnichannel Retailing, E-commerce, and Mobile Commerce Technology
• Case 8.1 Opening Case: Amazon Pioneers New In-Store Retail Concept
• Introduction
• 8.1 Omnichannel Retailing
• Keeping Up with Consumer Demands and Behavior
• Digital Connections
• Consumers Still Love to Shop in Stores
• Supply Chain Is More Important Than Ever
• The Omnichannel Retailing Concept
• 8.2 In-Store Retail Technology
• Changes in Consumer Shopping Behavior
• In-Store Retailing Trends
• In-Store Tech Improves Convenience and Enhances the Shopping Experience
• 8.3 E-commerce—Online Retailing
• Types of E-commerce Markets
• Challenges to E-commerce
• E-commerce Business and Strategic Planning
• 8.4 Mobile Commerce
• Mobile Advertising
• Mobile Apps
• Information: Competitive Advantage in Mobile Commerce
• QR Codes in Mobile Marketing
• Mobile Entertainment
• Hotel Services and Travel Go Wireless
• Mobile Social Networking
• 8.5 Mobile Payment and Financial Services
• Mobile Payment Systems
• Mobile Banking and Financial Services
• Short Codes
• Security Issues Questions
• Case 8.2 Business Case: eBay—An E-commerce Pioneer Faces New Challenges
• Case 8.3 Video Case: Searching with Pictures Using Mobile Visual Search
• 9 Functional Business Systems
• Case 9.1 Opening Case: Equifax Data Breach Highlights Need for Regulatory Compliance Changes in Financial Management
• Introduction
• 9.1 Functional and Cross-Functional Business Processes
• Information Systems to Support Functional Business Units
• 9.2 Production and Operations Management Systems
• Inventory Control Systems
• Quality Management Systems (QMS)
• Computer-Integrated Manufacturing Systems
• Manufacturing Execution Systems
• Transportation Management Systems
• Other POM Technologies
• 9.3 Sales and Marketing Management Systems
• Sales Management Systems
• Marketing Management Systems
• Social Media as a Marketing Management Strategy
• 9.4 Accounting, Finance, and Regulatory Compliance Systems
• Accounting Systems
• Financial Planning and Budgeting Systems
• Regulatory Compliance Systems
• 9.5 Human Resource Information Systems (HRIS)
• Recruitment
• Employee Development
• HR Planning, Control, and Management
• HRIS Move to the Cloud
• Case 9.2 Business Case: MAHLE GmbH Partners with SAP and MHP to Digitalize Its Logistics and Product Development Processes
• Case 9.3 Video Case: Fuze Increases Its Sales and Marketing Success with an Account-Based Marketing System
• 10 Enterprise Systems
• Case 10.1 Opening Case: High-Profile Food Recalls Prompt Walmart to Create a Safer, More Transparent, and More Efficient Global Food Supply Chain
• Introduction
• 10.1 Introduction to Enterprise Systems
• Types of Enterprise Systems
• Integrating Legacy Systems
• 10.2 Enterprise Resource Planning
• Automating ERP
• ERP and the IT Infrastructure
• ERP Implementation Critical Success Factors
• Lessons Learned
• What’s New in ERP Systems?
• Selecting an ERP Vendor, Value-Added Reseller, or Consultant
• 10.3 Supply Chain Management
• Automating the Supply Chain
• Managing the Three Supply Chain Flows
• Electronic Data Interchange in the Order Fulfillment and Logistics Process
• Virtual Collaboration in the Supply Chain
• Achieving a Fully Digitized Supply Chain
• Four Technology Stages of Digital Adoption
• Lessons Learned
• Leading SCM Systems Developers
• 10.4 Customer Relationship Management
• The CRM Process
• Automating CRM
• Customer Acquisition and Retention
• CRM for a Competitive Edge
• Implementing a CRM System
• Lessons Learned
• 10.5 Communicating and Collaborating with Enterprise Knowledge Management Systems, Enterprise Content Management Systems, and Enterprise Social Platforms
• What Is Knowledge Management?
• Koenig’s Three Stages of KM Development
• Automating EKM
• Benefits of EKM System
• Techniques for Managing Knowledge in Group Work
• Enterprise Content Management (ECM)
• Purpose and Benefits of an ECM System
• Using an ECM System
• Enterprise Social Platforms
• Growth in the ESP Market
• Evolution of ESPs
• Case 10.2 Business Case: Lowe’s Integrates Augmented Reality and Robot Assistants into Its SCM and CRM Programs
• Case 10.3 Video Case: P&G—Creating Conversations with Global Consumers
• 11 Artificial Intelligence, Robotics, and Quantum Computing Technology
• Case 11.1 Opening Case: HSBC Adopts Machine Learning Artificial Intelligence to Fight Money Laundering
• Introduction
• 11.1 How AI Works
• Stages of Artificial Intelligence Development
• Types of Artificial Intelligence Machines
• The Six Branches of Artificial Intelligence
• 11.2 AI Applications in Business and Society
• Adoption of AI Business Applications
• AI Maturity in Organizations
• Current AI Use in Business and Society
• Do All Businesses Need to Invest in AI?
• AI Use in the Public Sector
• Barriers to AI Adoption and Use
• 11.3 AI and Society (Ethics)
• Major Issues of Concern
• Work Automation and Job Loss
• Privacy, Civil Rights, and Government Use of Artificial Intelligence
• Unexpected Results When Bias Creeps into the Learning Process
• 11.4 Robotics
• Types of Robotic Machines
• 11.5 Quantum Computing (QC)
• What Is Quantum Mechanics?
• Quantum Computers
• Challenges in Quantum Computing
• Case 11.2 Business Case: Recommendation Systems Powered by AI—Still Room for Improvement
• 12 IT Strategy, Sourcing, and Strategic Technology Trends
• Case 12.1 Opening Case: San Diego County’s 20-Year Outsourcing Journey
• Introduction
• 12.1 IT Strategy and Competitive Advantage
• Aligning IT Strategy and Business Strategy
• The Open Group Architecture Framework (TOGAF)
• Resistance to Business–IT Alignment
• Achieving and Sustaining a Competitive Advantage—Locally and Globally
• Competitive Advantage Tools
• Competing Globally
• IT-Enabled Service-Based Comparative Advantage
• 12.2 IT Strategic Planning, Process, and Tools
• The Five Components of an IT Strategy
• Identifying Value Drivers
• A Reactive Approach to IT Investments Will Fail
• Developing an IT Strategic Plan
• IT Strategic Planning Process and Tools
• Strategic Planning Tools
• 12.3 IT Sourcing Strategies and IT Service Management
• IT Offshoring
• IT Onshoring
• Cloud Services
• IT Service Management
• Levels and Types of IT Services
• Benefits of Using a Structured ITSM Strategy
• The Outsourcing Life Cycle
• Ask for “Proof of Concept” or a Trial Run
• Establishing and Managing IT Vendor Relationships
• Outsourcing Benefits
• Outsourcing Risks and Hidden Costs
• 12.4 Strategic Technology Trends
• Scanning for Strategic Technology Trends
• Case 12.2 Business Case: Optimization with Cloud Management Platform
• 13 Systems Development, IT Service Management and Project, Program and Portfolio Management
• Case 13.1 Opening Case: Keeping Your Project on Track, Knowing When It Is Doomed
• Introduction
• 13.1 Systems Development
• The Systems Development Life Cycle
• 13.2 Systems Development Methodologies
• Waterfall Model
• Object-Oriented Analysis and Design
• Agile Systems Development Methodology
• The DevOps Approach to Systems Development
• Systems Development Tools and Techniques
• Choosing a Systems Methodology or Tool
• 13.3 Project, Program and Portfolio Management (PPPM)
• Project Management
• The Role of the Project Manager
• Program Management
• Portfolio Management
• Putting It All Together
• Why Projects Fail
• The Project Management Office
• PPPM Frameworks
• The Project Triple Constraint
• Five Phases of the Project Management Life Cycle
• 13.4 Initiating, Planning, and Executing Projects
• Phase One: Project Initiating
• Phase Two: Project Planning
• Phase Three: Project Execution
• 13.5 Monitoring/Controlling and Closing Projects
• Phase Four: Project Monitoring and Controlling
• Phase Five: Project Closing
• Achieving a High PMTQ
• Case 13.2 Business Case: DevOps for Agile Innovation in Travel Services
• Case 13.3 Demo Case: Mavenlink Project Management and Planning Software
• 14 IT Ethics and Local and Global Sustainability
• Case 14.1 Opening Case: Royal Bank of Scotland Leverages Technology to Fulfill Its Strategy to Build a More Sustainable Bank
• Introduction
• 14.1 An Introduction to Ethics
• The Three Basic Tenets of Business and IT Ethics
• Code of Ethics
• IT Professionals’ Code of Ethics
• Developing an Ethics and Compliance Program
• Ethics Training in the Workplace
• IT-Related Unethical Behavior
• Discrimination in Social Media Recruiting
• Recruiting Regulations
• Proving Social Media Discrimination
• Protecting Companies and Candidates from Social Media Discrimination
• Providing a Secure and Respectful Workplace
• The Ethical Dilemma of Competing Responsibilities
• 14.2 ICT and Local Sustainability
• The Triple Bottom Line and Sustainable Development
• Profits: “Green IT” Trumps Greenbacks
• People: Preserving Quality of Life
• 14.3 ICT and Global Sustainability
• The Link between ICT and Climate Change
• Climate Change Mitigation
• Formal Climate Change Initiatives and Agreements
• Beyond Climate Change
• ICT and Sustainability in Developing Countries
• Barriers to ICT Acquisition, Implementation, and Use in Developing Countries
• Taking a People-First Approach to Technology
• Sustaining Business in a Post-COVID-19 World
• Case 14.2 Business Case: Green Digital Transformation
• Case 14.3 Video Case: IT Ethics in the Workplace
• GLOSSARY
• ORGANIZATION INDEX
• NAME INDEX
• SUBJECT INDEX
• EULA