MIS_KC_Laudon

G 10 Glossary profiling The use of computers to combine data from multiple
sources and create electronic dossiers of detailed information on
pharming Phishing technique that redirects users to a bogus Web individuals.
page, even when an individual enters the correct Web page
address. program-data dependence The close relationship between data
stored in files and the software programs that update and
phased approach Introduces the new system in stages either by maintain those files. Any change in data organization or format
functions or by organizational units. requires a change in all the programs associated with those files.

phishing Form of spoofing involving setting up fake Web sites or programmers Highly trained technical specialists who write
sending e-mail messages that resemble those of legitimate computer software instructions.
businesses that ask users for confidential personal data.
programming The process of translating the system specifications
pilot study A strategy to introduce the new system to a limited area prepared during the design stage into program code.
of the organization until it is proven to be fully functional; only
then can the conversion to the new system across the entire project Planned series of related activities for achieving a specific
organization take place. business objective.

pivot table Spreadsheet tool for reorganizing and summarizing two or project management Application of knowledge, tools, and
more dimensions of data in a tabular format. techniques to achieve specific targets within a specified budget
and time period.
podcasting Publishing audio broadcasts via the Internet so that
subscribing users can download audio files onto their personal protocol A set of rules and procedures that govern transmission
computers or portable music players. between the components in a network.

pop-up ad Ad that opens automatically and does not disappear until prototype The preliminary working version of an information system
the user clicks on it. for demonstration and evaluation purposes.

portal Web interface for presenting integrated personalized content prototyping The process of building an experimental system quickly
from a variety of sources. Also refers to a Web site service that and inexpensively for demonstration and evaluation so that users
provides an initial point of entry to the Web. can better determine information requirements.

portfolio analysis An analysis of the portfolio of potential public cloud A cloud maintained by an external service provider,
applications within a firm to determine the risks and benefits, accessed through the Internet, and available to the general
and to select among alternatives for information systems. public.

post-implementation audit Formal review process conducted after public key encryption Uses two keys: one shared (or public) and
a system has been placed in production to determine how well one private.
the system has met its original objectives.
public key infrastructure(PKI) System for creating public and
prediction markets An analysis of the portfolio of potential private keys using a certificate authority (CA) and digital
applications within a firm to determine the risks and benefits, certificates for authentication.
and to select among alternatives for information systems.
pull-based model Supply chain driven by actual customer orders or
predictive analytics The use of data mining techniques, historical purchases so that members of the supply chain produce and
data, and assumptions about future conditions to predict outcomes deliver only what customers have ordered.
of events, such as the probability a customer will respond to an
offer or purchase a specific product. pure-play Business models based purely on the Internet.
push-based model Supply chain driven by production master
price discrimination Selling the same goods, or nearly the same
goods, to different targeted groups at different prices. schedules based on forecasts or best guesses of demand for
products, and products are “pushed” to customers.
price transparency The ease with which consumers can find out the
variety of prices in a market. query language Software tool that provides immediate online
answers to requests for information that are not predefined.
primary activities Activities most directly related to the production
and distribution of a firm’s products or services. radio-frequency identification (RFID) Technology using tiny tags
with embedded microchips containing data about an item and its
primary key Unique identifier for all the information in any row of a location to transmit short-distance radio signals to special RFID
database table. readers that then pass the data on to a computer for processing.

privacy The claim of individuals to be left alone, free from Rapid Application Development (RAD) Process for developing
surveillance or interference from other individuals, organizations, systems in a very short time period by using prototyping, fourth-
or the state. generation tools, and close teamwork among users and systems
specialists.
private cloud A proprietary network or a data center that ties
together servers, storage, networks, data, and applications as a set rational model Model of human behavior based on the belief that
of virtualized services that are shared by users inside a company. people, organizations, and nations engage in basically consistent,
value-maximizing calculations.
private exchange Another term for a private industrial network.
private industrial networks Web-enabled networks linking systems rationalization of procedures The streamlining of standard
operating procedures, eliminating obvious bottlenecks, so that
of multiple firms in an industry for the coordination of trans- automation makes operating procedures more efficient.
organizational business processes.
process specifications Describe the logic of the processes occurring real options pricing models Models for evaluating information
within the lowest levels of a data flow diagram. technology investments with uncertain returns by using
processing The conversion, manipulation, and analysis of raw input techniques for valuing financial options.
into a form that is more meaningful to humans.
procurement Sourcing goods and materials, negotiating with record A group of related fields.
suppliers, paying for goods, and making delivery arrangements. recovery-oriented computing Computer systems designed to
product differentiation Competitive strategy for creating brand
loyalty by developing new and unique products and services that recover rapidly when mishaps occur.
are not easily duplicated by competitors. referential integrity Rules to ensure that relationships between
production The stage after the new system is installed and the
conversion is complete; during this time the system is reviewed coupled database tables remain consistent.
by users and technical specialists to determine how well it has relational DBMS A type of logical database model that treats data as
met its original goals.
production or service workers People who actually produce the if they were stored in two-dimensional tables. It can relate data
products or services of the organization. stored in one table to data in another as long as the two tables
share a common data element.

Repetitive Stress Injury (RSI) Occupational disease that occurs Glossary G 11
when muscle groups are forced through repetitive actions with
high-impact loads or thousands of repetitions with security policy Statements ranking information risks, identifying
low-impact loads. acceptable security goals, and identifying the mechanisms for
achieving these goals.
Request for Proposal (RFP) A detailed list of questions submitted
to vendors of software or other services to determine how well Semantic Web Ways of making the Web more "intelligent," with
the vendor’s product can meet the organization’s specific machine-facilitated understanding of information so that searches
requirements. can be more intuitive, effective, and executed using intelligent
software agents.
resource allocation The determination of how costs, time, and
personnel are assigned to different phases of a systems semistructured decisions Decisions in which only part of the
development project. problem has a clear-cut answer provided by an accepted
procedure.
responsibility Accepting the potential costs, duties, and obligations
for the decisions one makes. senior management People occupying the topmost hierarchy in an
organization who are responsible for making long-range
revenue model A description of how a firm will earn revenue, decisions.
generate profits, and produce a return on investment.
sensitivity analysis Models that ask “what-if” questions repeatedly to
richness Measurement of the depth and detail of information that a determine the impact of changes in one or more factors on the
business can supply to the customer as well as information the outcomes.
business collects about the customer.
server Computer specifically optimized to provide software and other
ring topology A network topology in which all computers are linked resources to other computers over a network.
by a closed loop in a manner that passes data in one direction
from one computer to another. server farm Large group of servers maintained by a commercial
vendor and made available to subscribers for electronic
risk assessment Determining the potential frequency of the commerce and other activities requiring heavy use of servers.
occurrence of a problem and the potential damage if the problem
were to occur. Used to determine the cost/benefit of a control. service level agreement (SLA) Formal contract between customers
and their service providers that defines the specific
Risk Aversion Principle Principle that one should take the action responsibilities of the service provider and the level of service
that produces the least harm or incurs the least cost. expected by the customer.

router Specialized communications processor that forwards packets service platform Integration of multiple applications from multiple
of data from one network to another network. business functions, business units, or business partners to deliver
a seamless experience for the customer, employee, manager, or
routines Precise rules, procedures and practices that have been business partner.
developed to cope with expected situations.
service-oriented architecture Software architecture of a firm built
RSS Technology using aggregator software to pull content from Web on a collection of software programs that communicate with each
sites and feed it automatically to subscribers’ computers. other to perform assigned tasks to create a working software
application
SaaS (Software as a Service) Services for delivering and providing
access to software remotely as a Web-based service. shopping bot Software with varying levels of built-in intelligence to
help electronic commerce shoppers locate and evaluate products
safe harbor Private self-regulating policy and enforcement or service they might wish to purchase.
mechanism that meets the objectives of government regulations
but does not involve government regulation or enforcement. Simple Object Access Protocol (SOAP) Set of rules that allows Web
services applications to pass data and instructions to one another.
Sarbanes-Oxley Act Law passed in 2002 that imposes responsibility
on companies and their management to protect investors by six sigma A specific measure of quality, representing 3.4 defects per
safeguarding the accuracy and integrity of financial information million opportunities; used to designate a set of methodologies
that is used internally and released externally. and techniques for improving quality and reducing costs.

scalability The ability of a computer, product, or system to expand to smart card A credit-card-size plastic card that stores digital
serve a larger number of users without breaking down. information and that can be used for electronic payments in
place of cash.
scope Defines what work is and is not included in a project.
scoring model A quick method for deciding among alternative smartphone Wireless phone with voice, text, and Internet
capabilities.
systems based on a system of ratings for selected objectives.
search costs The time and money spent locating a suitable product sniffer Type of eavesdropping program that monitors information
traveling over a network.
and determining the best price for that product.
search engine A tool for locating specific sites or information on the social bookmarking Capability for users to save their bookmarks to
Web pages on a public Web site and tag these bookmarks with
Internet. keywords to organize documents and share information with
search engine marketing Use of search engines to deliver in their others.

results sponsored links, for which advertisers have paid. social engineering Tricking people into revealing their passwords by
search engine optimization (SEO) the process of changing a Web pretending to rrbe legitimate users or members of a company in
need of information.
site's content, layout, and format in order to increase the ranking
of the site on popular search engines, and to generate more site social networking sites Online community for expanding users’
visitors. business or social contacts by making connections through their
Secure Hypertext Transfer Protocol (S-HTTP) Protocol used for mutual business or personal connections.
encrypting data flowing over the Internet; limited to individual
messages. social shopping Use of Web sites featuring user-created Web pages to
Secure Sockets Layer (SSL) Enables client and server computers to share knowledge about items of interest to other shoppers.
manage encryption and decryption activities as they
communicate with each other during a secure Web session. sociotechnical design Design to produce information systems that
security Policies, procedures, and technical measures used to prevent blend technical efficiency with sensitivity to organizational and
unauthorized access, alteration, theft, or physical damage to human needs.
information systems.
sociotechnical view Seeing systems as composed of both technical
and social elements.

software localization Process of converting software to operate in a
second language.

G 12 Glossary support activities Activities that make the delivery of a firm’s primary
activities possible. Consist of the organization’s infrastructure,
software package A prewritten, precoded, commercially available set human resources, technology, and procurement.
of programs that eliminates the need to write software programs
for certain functions. switch Device to connect network components that has more
intelligence than a hub and can filter and forward data to a
spam Unsolicited commercial e-mail. specified destination.
spamming Form of abuse in which thousands and even hundreds of
switching costs The expense a customer or company incurs in lost
thousands of unsolicited e-mail and electronic messages are sent time and expenditure of resources when changing from one
out, creating a nuisance for both businesses and individual users. supplier or system to a competing supplier or system.
spyware Technology that aids in gathering information about a
person or organization without their knowledge. syndicator Business aggregating content or applications from
SQL injection attack Attacks against a Web site that take advantage multiple sources, packaging them for distribution, and reselling
of vulnerabilities in poorly coded SQL (a standard and common them to third-party Web sites.
database software application) applications in order to introduce
malicious program code into a company's systems and networks. system testing Tests the functioning of the information system as a
star topology A network topology in which all computers and other whole in order to determine if discrete modules will function
devices are connected to a central host computer. All together as planned.
communications between network devices must pass through the
host computer. systems analysis The analysis of a problem that the organization will
storage area network (SAN) A high-speed network dedicated to try to solve with an information system.
storage that connects different kinds of storage devices, such as
tape libraries and disk arrays so they can be shared by multiple systems analysts Specialists who translate business problems and
servers. requirements into information requirements and systems, acting
storage technology Physical media and software governing the as liaison between the information systems department and the
storage and organization of data for use in an information system. rest of the organization.
stored value payment systems Systems enabling consumers to
make instant on-line payments to merchants and other systems design Details how a system will meet the information
individuals based on value stored in a digital account. requirements as determined by the systems analysis.
strategic information systems Computer systems at any level of the
organization that change goals, operations, products, services, or systems development The activities that go into producing an
environmental relationships to help the organization gain a information systems solution to an organizational problem or
competitive advantage. opportunity.
strategic transitions A movement from one level of sociotechnical
system to another. Often required when adopting strategic systems life cycle A traditional methodology for developing an
systems that demand changes in the social and technical information system that partitions the systems development
elements of an organization. process into formal stages that must be completed sequentially
streaming A publishing method for music and video files that flows a with a very formal division of labor between end users and
continuous stream of content to a user’s device without being information systems specialists.
stored locally on the device.
structure chart System documentation showing each level of design, T lines High-speed data lines leased from communications providers,
the relationship among the levels, and the overall place in the such as T-1 lines (with a transmission capacity of 1.544 Mbps).
design structure; can document one program, one system, or part
of one program. tacit knowledge Expertise and experience of organizational members
structured Refers to the fact that techniques are carefully drawn up, that has not been formally documented.
step by step, with each step building on a previous one.
structured decisions Decisions that are repetitive, routine, and have tangible benefits Benefits that can be quantified and assigned a
a definite procedure for handling them. monetary value; they include lower operational costs and
structured knowledge Knowledge in the form of structured increased cash flows.
documents and reports.
Structured Query Language (SQL) The standard data manipulation taxonomy Method of classifying things according to a predetermined
language for relational database management systems. system.
supply chain Network of organizations and business processes for
procuring materials, transforming raw materials into teams Teams are formal groups whose members collaborate to
intermediate and finished products, and distributing the finished achieve specific goals.
products to customers.
supply chain execution systems Systems to manage the flow of teamware Group collaboration software that is customized for
products through distribution centers and warehouses to ensure teamwork.
that products are delivered to the right locations in the most
efficient manner. technology standards Specifications that establish the compatibility
supply chain management Integration of supplier, distributor, and of products and the ability to communicate in a network.
customer logistics requirements into one cohesive process.
supply chain management systems Information systems that technostress Stress induced by computer use; symptoms include
automate the flow of information between a firm and its aggravation, hostility toward humans, impatience, and
suppliers in order to optimize the planning, sourcing, enervation.
manufacturing, and delivery of products and services.
supply chain planning systems Systems that enable a firm to telecommunications system A collection of compatible hardware
generate demand forecasts for a product and to develop sourcing and software arranged to communicate information from one
and manufacturing plans for that product. location to another.

teleconferencing The ability to confer with a group of people
simultaneously using the telephone or electronic-mail group
communication software.

telepresence Telepresence is a technology that allows a person to
give the appearance of being present at a location other than his
or her true physical location.

Telnet Network tool that allows someone to log on to one computer
system while doing work on another.

test plan Prepared by the development team in conjunction with the
users; it includes all of the preparations for the series of tests to
be performed on the system.

testing The exhaustive and thorough process that determines
whether the system produces the desired results under known
conditions.

text mining Discovery of patterns and relationships from large sets Glossary G 13
of unstructured data.
UNIX Operating system for all types of computers, which is machine
token Physical device similar to an identification card that is designed independent and supports multiuser processing, multitasking,
to prove the identity of a single user. and networking. Used in high-end workstations and servers.

touch point Method of firm interaction with a customer, such as unstructured decisions Nonroutine decisions in which the decision
telephone, e-mail, customer service desk, conventional mail, or maker must provide judgment, evaluation, and insights into the
point-of-purchase. problem definition; there is no agreed-upon procedure for making
such decisions.
topology The way in which the components of a network are
connected. Usenet Forums in which people share information and ideas on a
defined topic through large electronic bulletin boards where
Total Cost of Ownership (TCO) Designates the total cost of owning anyone can post messages on the topic for others to see and to
technology resources, including initial purchase costs, the cost of which others can respond.
hardware and software upgrades, maintenance, technical
support, and training. user interface The part of the information system through which the
end user interacts with the system; type of hardware and the
Total Quality Management (TQM) A concept that makes quality series of on-screen commands and responses required for a user
control a responsibility to be shared by all people in an to work with the system.
organization.
user-designer communications gap The difference in backgrounds,
trade secret Any intellectual work or product used for a business interests, and priorities that impede communication and problem
purpose that can be classified as belonging to that business, solving among end users and information systems specialists.
provided it is not based on information in the public domain.
Utilitarian Principle Principle that assumes one can put values in
transaction costs Costs incurred when a firm buys on the rank order and understand the consequences of various courses
marketplace what it cannot make itself. of action.

transaction cost theory Economic theory stating that firms grow utility computing Model of computing in which companies pay only
larger because they can conduct marketplace transactions for the information technology resources they actually use during
internally more cheaply than they can with external firms in the a specified time period. Also called on-demand computing or
marketplace. usage-based pricing.

transaction fee revenue model An online e-commerce revenue value chain model Model that highlights the primary or support
model where the firm receives a fee for enabling or executing activities that add a margin of value to a firm’s products or
transactions. services where information systems can best be applied to
achieve a competitive advantage.
transaction processing systems (TPS) Computerized systems that
perform and record the daily routine transactions necessary to value web Customer-driven network of independent firms
conduct the business; they serve the organization’s operational who use information technology to coordinate their
level. value chains to collectively produce a product or service for a
market.
transborder data flow The movement of information across
international boundaries in any form. Value-Added Network (VAN) Private, multipath, data-only, third-
party-managed network that multiple organizations use on a
Transmission Control Protocol/Internet Protocol (TCP/IP) subscription basis.
Dominant model for achieving connectivity among different
networks. Provides a universally agree-on method for breaking up videoconferencing Teleconferencing in which participants see each
digital messages into packets, routing them to the proper other over video screens.
addresses, and then reassembling them into coherent messages.
virtual company Organization using networks to link people, assets
transnational Truly global form of business organization with no and ideas to create and distribute products and services without
national headquarters; value-added activities are managed from a being limited to traditional organizational boundaries or physical
global perspective without reference to national borders, location.
optimizing sources of supply and demand and local competitive
advantage. Virtual Private Network (VPN) A secure connection between two
points across the Internet to transmit corporate data. Provides a
Trojan horse A software program that appears legitimate but contains low-cost alternative to a private network.
a second hidden function that may cause damage.
Virtual Reality Modeling Language (VRML) A set of specifications
tuple A row or record in a relational database. for interactive three-dimensional modeling on the World Wide
twisted wire A transmission medium consisting of pairs of twisted Web.

copper wires; used to transmit analog phone conversations but virtual reality systems Interactive graphics software and hardware
can be used for data transmission. that create computer-generated simulations that provide
sensations that emulate real-world activities.
Unified communications Integrates disparate channels for voice
communications, data communications, instant messaging, e- virtual world Computer-based simulated environment intended for
mail, and electronic conferencing into a single experience where its users to inhabit and interact via graphical representations
users can seamlessly switch back and forth between different called avatars.
communication modes.
virtualization Presenting a set of computing resources so that they
Unified Modeling Language (UML) Industry standard methodology can all be accessed in ways that are not restricted by physical
for analysis and design of an object-oriented software system. configuration or geographic location.

unified threat management (UTM) Comprehensive security Voice over IP (VoIP) Facilities for managing the delivery of voice
management tool that combines multiple security tools, information using the Internet Protocol (IP).
including firewalls, virtual private networks, intrusion detection
systems, and Web content filtering and anti-spam software. war driving Technique in which eavesdroppers drive by buildings or
park outside and try to intercept wireless network traffic.
uniform resource locator (URL) The address of a specific resource
on the Internet. Web 2.0 Second-generation, interactive Internet-based services that
enable people to collaborate, share information, and create new
unit testing The process of testing each program separately in the services online, including mashups, blogs, RSS, and wikis.
system. Sometimes called program testing.
Web 3.0 Future vision of the Web where all digital information is
woven together with intelligent search capabilities.

G 14 Glossary multiple documents, allowing data to be manipulated by the
computer. Used for both Web and non-Web applications.
Web beacons Tiny objects invisibly embedded in e-mail messages
and Web pages that are designed to monitor the behavior of the
user visiting a Web site or sending e-mail.

Web browser An easy-to-use software tool for accessing the World
Wide Web and the Internet.

Web bugs Tiny graphic files embedded in e-mail messages and Web
pages that are designed to monitor online Internet user behavior.

Web hosting service Company with large Web server computers to
maintain the Web sites of fee-paying subscribers.

Web mining Discovery and analysis of useful patterns and
information from the World Wide Web.

Web server Software that manages requests for Web pages on the
computer where they are stored and that delivers the page to the
user’s computer.

Web services Set of universal standards using Internet technology for
integrating different applications from different sources without
time-consuming custom coding. Used for linking systems of
different organizations or for linking disparate systems within the
same organization.

Web site All of the World Wide Web pages maintained by an
organization or an individual.

Wi-Fi Standards for Wireless Fidelity and refers to the 802.11 family of
wireless networking standards.

Wide Area Network (WAN) Telecommunications network that
spans a large geographical distance. May consist of a variety of
cable, satellite, and microwave technologies.

wiki Collaborative Web site where visitors can add, delete, or modify
content, including the work of previous authors.

WiMax Popular term for IEEE Standard 802.16 for wireless
networking over a range of up to 31 miles with a data transfer
rate of up to 75 Mbps. Stands for Worldwide Interoperability for
Microwave Access.

Windows Microsoft family of operating systems for both network
servers and client computers. The most recent version is
Windows Vista.

Windows 7 The successor to Microsoft Windows Vista operating
system released in 2009.

Wintel PC Any computer that uses Intel microprocessors (or
compatible processors) and a Windows operating system.

wireless portals Portals with content and services optimized for
mobile devices to steer users to the information they are most
likely to need.

wireless sensor networks (WSNs) Networks of interconnected
wireless devices with built-in processing, storage, and radio
frequency sensors and antennas that are embedded into the
physical environment to provide measurements of many points
over large spaces.

wisdom The collective and individual experience of applying
knowledge to the solution of problems.

wisdom of crowds The belief that large numbers of people can make
better decisions about a wide range of topics or products than a
single person or even a small committee of experts (first
proposed in a book by James Surowiecki).

WML (Wireless Markup Language) Markup language for Wireless
Web sites; based on XML and optimized for tiny displays.

workflow management The process of streamlining business
procedures so that documents can be moved easily and
efficiently from one location to another.

World Wide Web A system with universally accepted standards for
storing, retrieving, formatting, and displaying information in a
networked environment.

worms Independent software programs that propagate themselves to
disrupt the operation of computer networks or destroy data and
other programs.

XML (eXtensible Markup Language) General-purpose language
that describes the structure of a document and supports links to

Photo and Screen Shot Credits

Page Photographer/Source CHAPTER 8
291 iStockphoto 2010
CHAPTER 1 314 iStockphoto 2010
3 Public domain
10 Courtesy of Apple, Inc. CHAPTER 9
24 Peter Marlow/ Magnum Photos, Inc. 335 iStockphoto 2010

CHAPTER 2 CHAPTER 10
41 Gilles Martin-Raget/BMW ORACLE Racing 371 4Food.com 2010
50 Dundas Data Visualization, Inc.
58 Courtesy of Socialtext CHAPTER 11
411 iStockphoto 2010
CHAPTER 3 428 iStockphoto 2010
79 iStockphoto.com 2010
97 iStockphoto.com 2010 CHAPTER 12
453 iStockphoto 2010’
CHAPTER 4 467 Public domain
121 iStockphoto.com 2010
127 iStockphoto.com 2010 CHAPTER 13
138 InterContinental Hotels 487 Corbis 2010
144 iStockphoto.com 2010
149 iStockphoto.com 2010 CHAPTER 14
527 iStockphoto 2010
CHAPTER 5
163 iStockphoto.com 2010 CHAPTER 15
171 Intel Inc. 2004 559 iStockphoto 2010
172 Intel Inc. 2004
172 IBM
173 Raymond Kurzweil

CHAPTER 6
207 iStockphoto 2010
245 iStockphoto 2010

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Index Jn-Charles, Alexandra, 157, 158 Tijerina, Louis, 147
Jobs, Steve, 57, 103, 178, 288 Tubbs, Jerry, 548
Name Index Juran, Joseph, 490
V
A K Vazquez, Raul, 411
Abdulmutallab, Umar Farouk, 242 Kalach, Nina, 157
Aleynikov, Sergey, 300 Kant, Immanuel, 130 W
Anderson, John, 241 Kearns, Michael, 439 Weast, Jerry, 469
Kelly, Chris, 390 Woo, Edward, 119
B Kennedy, Ted, 241
Benioff, Marc, 203, 204 Kilar, Jason, 118 Y
Berman, Craig, 411 King, Stephen, 411 Yang, Jerry, 270
Berson, Anthony M., 157
Bertarelli, Ignacio, 41 L Z
Bewkes, Jeff, 119 Lafley, A.G., 75 Zimmerman, Richard, 345, 346
Bezos, Jeff, 411 Leavitt, 93 Zuckerberg, Mark, 390
Bratton, William, 482 Levy, Scott, 9
Brin, Sergey, 270 Organizations Index
M
C McConnell, Mike, 330 A
Casey, Jim, 22 McDonald, Robert, 75 A&E, 118
Childs, Timothy, 9 McPherson, Barry, 305 ABC Inc., 118
Columbus, Christopher, 8 Merzenich, Michael, 152 Accenture, 62, 92, 181
Mettler, Fred A., Jr., 159 Acxiom, 121
D Mintzberg, 88, 459 Adobe, 180, 404
Deming, W. Edwards, 490 Monaghan, Tom, 52 Advanced Micro Design, 8
DeWalt, David, 305 Moore, Gordon, 170 Aetna, 523
DiSisto, Rob, 205 Mullin, Mike, 321 Agora Games, 321
Myrtle, Raymond, 470 AIC, 494
E Air France, 65
Ellison, Larry, 41, 42 N Airborne Express, 22
Neeleman, David, 556 Ajax Boiler, 266
F Nordstrom, David, 429 Alcatel-Lucent, 180, 400, 401
Fathi, David, 241 Alcoa, 339–340
Fayol, Henri, 458 O Allot Communications, 319
Filo, David, 270 Obama, Barack, 469 Alta Vista, 87
Fine, Glenn A., 242 Oliphant, Jack, 37 Amazon, 12, 45, 94, 98, 102, 103, 106, 111, 135,
Flax, Daniel, 321 Ophir, Eyal, 152
Fletcher, Clyde, 575 Orwell, George, 144 170, 183, 184, 204, 262, 301, 321, 374, 383,
Ford, Henry, 57 Oxley, Michael, 306 384, 386, 388, 389, 401, 404, 410, 411
Friedman, Thomas, 8 AMD, 176
P America Online (AOL), 118, 137, 382
G Page, Larry, 270 America West, 113
Gates, Bill, 57 Peterson, Bud, 36–37 American Airlines, 111
Gates, Robert, 330 Peterson, Val, 36–37 American Express, 13, 100
Gonzalez, Alberto, 301 Porter, Michael, 95, 115 American Library Association, 262
Gosling, James, 188 American National Insurance Co. (ANCO), 494
R AmerisourceBergen, 495
H Reed, Alan, 178 Android, Inc., 288
Hawiger, Marcel, 37 Ricci, Ron, 3 Ann Taylor, 109
Heltsley, Laurie, 76 Ryan, Claude, 22 Apple, 7, 9, 13, 14, 57, 79, 87, 94, 97, 103–104,
Hicks, Michael, 241 110, 111, 140, 168, 178, 185, 204, 287–289,
Horan, Tim, 119 S 295, 388
Sarbanes, Paul, 306 Applebee's, 478
I Schueller, Joe, 75 Armani Exchange, 401
Iqbal, Asif, 241 Shahzad, Faisal, 242 Art Technology Group, 405
Skaare, Jerry, 358, 359 AstraTech, 181
J AstraZeneca, 123
Jensen, Robert, 581 T AT&T, 9, 79–80, 87, 110, 118, 180, 262, 276, 401
Jeppsen, Bryan, 227 Taleb, Nassim, 440
Jerome-Parks, Scott, 157, 158 I1

I 2 Index

Attensity, 227 Diebold, Inc., 495, 496 Grace Construction Project, 586
Author Solutions, 204 Digital Equipment Corp. (DEC), 87, 168, 289 Grace Davison, 586
Avis Rent A Car, 401 DirectTV, 256 Grokster, 141
Dish Network, 256 GUESS Jeans, 109
B Disney.com, 383
BAE Systems, 398 Dollar Rent-A-Car, 190–191 H
Ball State University, 319 Domino's, 52–53 Hallmark Cards, 462
Bank of America, 100, 107, 400 Don's Lumber Company, 70 Hannaford Bros., 301
Banta, 207 Doylestown Hospital, 9 Harrah's Entertainment, 226
Barnes & Noble, 223 DST Systems, 547–548 Haworth Inc., 344
Barrick Gold, 423 Duane Reade, 453, 454 Heinz, 61
Bear Stearns, 123, 460 Duke Energy, 37 Henry's Hardware, 70
Bell Labs, 175 Dundas Data Visualization, 50 Hewlett-Packard (HP), 62, 87, 140, 170, 175,
BestBuy, 45 DuPont, 430
BigFix, 186 D.W. Morgan, 9 178, 180, 186, 188, 468, 561–562
BJ's Wholesale Club, 306 Highmark, 187
Black & Veatch, 471 E Hilton Hotels, 98, 401
BMW Oracle Racing, 41–42 E*Trade, 12, 383, 388–389 History Channel, 118
The Body Shop International plc, 226 Eastman Chemical Co., 90 Hitachi, 441
Boeing, 398 eBay, 11, 12, 102, 108, 109, 111, 301, 374, 383, Home Depot, 401
Border State Industries Inc. (BSE), 366–368 HP Enterprise Services, 181
BP p.l.c, 256 384, 388, 404 Hyatt, 401
British Airways, 557 Electronic Data Systems (EDS), 192 Hyundai Heavy Industries (HHI), 245–246
Bryant & Stratton College, 359 Eli Lilly, 123
Eloqua, 512 I
C EMC (Documentum), 423 i2, 345, 346, 441
Cablevision, 247, 265 EMCorp., 179 i2Technologies, 344, 356
California Pizza Kitchen, 471 Emerson Process Management, 234 IBM, 7, 60, 87, 109, 170, 171, 175, 176, 179, 180,
Canadian Pacific Railway, 478 Enterprise Rent-A-Car, 266
Canadian Tire, 415, 416 Envoy Media Group, 184 183, 185, 188, 230, 267, 289, 421, 423, 463,
Cannondale, 335–336 Equifax, 232 468, 493, 523
Capital One, 466 Esker, 367 IBM Global Services, 181
Catalina Marketing, 222–223 estMed Medical Supplies Corp., 282 IBM Software Group, 65
Caterpillar, 551 EuroChem, 65 ICANN (Internet Corporation for Assigned
CBS, 118 Expedia, 383 Named and Numbers), 260
Center Point Energy, 37 Experian, 232 Indian Harvest Spealtifoods, 321
CenterPoint Properties, 267 Infosys, 181
Champion Technologies, 311 F Insead, 60
Check Point, 316 Fairchild Semiconductor, 170 Intel Corp., 8, 60, 87, 109, 176, 185, 188, 401,
ChemConnect.com, 383 Famous Footwear, 221 567
Chevron, 9 FBI, 240 Internal Revenue Service (IRS), 223
Choice Hotels, 227 Federal Aviation Administration (FAA), 329 Intrawest, 49
Christian Coalition, 262 Federal Trade Commission (FTC), 132–133 Intuit, 386
Chrysler Corp., 90, 99, 466, 567 FedEx, 6, 22, 44, 111, 277, 401, 466–467 iTunes.com, 383
CIMB Group, 487, 488, 490 First Citizens Bank, 467 iVillage, 108
Cisco Systems, 3, 12, 22, 62, 76, 90, 180, 289, Flextronics, 90
Flickr, 388 J
316 Florida Power and Light, 37 JCPenney, 14
Citibank, 14, 111 Flushing Financial Corp., 266 JDA Software, 344
Citicorp, 568 Ford Motor Co., 57, 89, 490, 568 JetBlue, 227, 556, 557
City University of New York, 186 Foremost Composite Materials Co., 199 Johnson and Johnson, 9
Clarabridge, 227 Fortinent, 316 JPMorgan Chase, 107, 303, 400
Clear Channel Radio, 63 4Food, 371, 372 Juniper Networks, 180, 316
CNN, 118 Fox Broadcasting, 118
Coca-Cola Company, 339, 527–528 Fox Sports, 401 K
Comcast Corp., 118, 247, 262 Frito Lay, 564 K2 Network, 323
Comdisco Disaster Recovery Services, 311 Frontera, 575–576 Kazaa, 141
Comedy Central, 118 FX, 118 Kellwood Co., 347
Compiere, 357, 358, 359 Kennametal, 356
CompuCredit, 101 G KFC, 568
Con-Way Transportation, 432, 434 Galleon Group, 123 KLM, 557
Connectbeam, 76 Games.com, 383 Kmart, 356
Cornerstone Information Systems, 63 Gartner Group, 60, 231 Kodak, 90
Countrywide Financial, 107 Gaylord Hotels, 227 Koret of California, 347
Cowen and Co., 321 General Electric, 12, 61, 87, 441 Korn/Ferry International, 62
Cross-Country Transport, 71 General Motors, 11, 12, 89, 181, 394, 466, 567 KT Corp., 245
Crossbeam, 316 Getty Images, 383
Global e-Sustainability Initiative and the L
D Layar, 429
Dartmouth College, 278 Climate Group, 62 Lehman Brothers, 123, 460
Dell Computer Corp., 12, 90, 99, 170, 176, 178, Global Hyatt Corp., 65 Leiner Health Products, 50
Google, 7, 11, 12, 37, 61, 80, 87, 94, 111, 121, Levi Strauss, 109
180, 188, 357, 386 Lexus, 429
Deutsche Bank, 311 122, 127, 137, 170, 177, 186, 188, 193, 226, LG, 110
262, 265, 287–289, 382, 387–388

Index I 3

Li & Fung, 109 Oxygen, 118 Sony, 64, 568
LifeSize, 62 Sophos, 145
Lilly Pulitzer, 401 P Southwest Airlines, 345, 557
Little Ceasar, 52 Pacific Gas & Electric, 37 SpectorSoft Corp., 266
Lockheed Martin, 9, 398 Papa John's, 52, 53, 429 Speed, 118
LoopFuse, 512 PayPal, 97, 98, 301 Sprint Nextel, 110, 401, 443
Louise's Trattoria, 222 PBS, 118 Starbucks, 386, 453
Lufthansa, 494 Pearson Prentice Hall, 579 SugarCRM, 358
PeopleSoft, 177, 191, 351 Sun Microsystems, 175, 176, 180, 188, 468
M Pepsico, 60, 61, 401 Sundance, 118
Macromedia, 180 Pfizer, 123 SunGard Availability Services, 311
Macy's, Inc., 113 PharMark, 471 Sybase, 179
Mandarin Oriental, 13–14 Ping, 98 Sylvester's Bike Shop, 235
Manugistics, 344 Pizza Hut, 52, 53 Symantec, 316
MapInfo, 467 Polycom, 62 Synaptics, 178
MasterCard, 311 Potomac Hospital (Virginia), 266
Matsushita, 441 The Presidents' Inn, 113 T
Maxtor, 179 Priceline.com, 383, 384 T-Mobile, 110, 276
McAfee, 185, 304–305, 316 Prime Service, 361 T-Systems International GmbH, 192
McDonald's, 549–550, 568 Procter & Gamble (P&G), 75, 108, 109, 342, Taco Bell, 471
McKinsey and Company, 56 Tacoda, 121
Mercedes-Benz Canada, 361 401, 441–442 TAL Apparel Ltd., 14
Merrill Lynch, 431 Progressive Insurance, 473 Tasty Baking Company, 339
Metcalfe, Robert, 173 Pulse Evolution, 52 Taxware Systems, Inc., 366
MetLife, 62 Purisma, 207 TBS, 118
Microsoft, 7, 9, 57, 64, 76, 87, 109, 121, 122, TCHO Chocolate, 9–10
Q TD Bank, 142
140, 169, 170, 177, 178, 179, 180, 186, 188, Quantas Airways, 198 1020 Placecast, 400
203, 213, 217, 218, 219, 284, 287–289, 303, Quattro Wireless, 288 Terremark Worldwide Inc., 31
321, 322, 339, 389, 404, 463, 472 Texas Instruments, 87
Microsoft Dynamics CRM, 351 R Thomas Register, 229
Minerals Management Service, 123 Raytheon, 398 3M, 559–560
Mitsubishi, 441 Real Media, 180 Tibco, 493
Mitsubishi Heavy Industries, 436 RedEnvelope.com, 383 TicketDirect, 217
Montgomery County (MD) Public School Reebok, 109 Time Warner, 118
System, 469–470 RehabCare, 204 Time Warner Cable, 265
Moore Wallace, 207 Research in Motion, 295 TJX Cos., 301
Morpheus, 141 Ricoh, 441 TNT, 118, 119
Motorola, 110, 178, 273, 550–551 RightNow, 203, 358 TOPCALL International GmbH, 366
MoveOn.org, 262 RIM, 110 Toshiba, 65
Mozilla, 188, 303 Rip Curl, 62 Tower Records, 87
Mrs. Fields Cookies, 568 Rolls-Royce plc, 398 Toyota, 94
MSN, 118, 121 Royal Dutch Shell PLC, 192 Transportation Security Administration (TSA),
MSNBC, 401 R.R. Donnelly, 207–208
MyPoints, 389 241
S TransUnion, 232
N Salesboom.com, 203 Trend Micro, 316
Napster, 141 Salesforce.com, 87, 170, 181, 183, 193, 203–205, Troy Lee Designs, 427–428
National Counterterrorism Center (NCTC), 240 TV.com, 118
NBC Universal, 118, 119 321, 351, 357, 512
Nestle USA, 203 San Francisco Public Utilities Commission U
New York Yankees, 3–4, 5, 16, 25 UBS Financial Services, 431
NewsCorp., 118, 137 (SFPUC), 445 United Airlines, 494
Nike, 98, 340–342 Sanyo, 441 United Parcel Service (UPS), 6, 14, 20, 21,
Nikko Securities, 441 SAP AG, 60, 87, 170, 177, 191, 203, 339, 351,
Nikon, 358 22–24, 44, 582
Nissan, 401 355, 357, 359, 366, 366–368, 463 Universal Digital Entertainment, 118
Nokia, 295, 580 SAS Analytics, 462 University of Pittsburgh Medical Center
Nortel, 180 SAS Inc., 453
Novell Netware, 169 SAS Institute, 463, 466 (UPMC), 198
Schemmer Associates, 266 UPS Supply Chain Solutions, 347
O Schneider Logistics Services, 347 US Airways, 113
O-So-Pure (OSP), 358 Schneider National, 490 U.S. Federal Highway Administration, 421
Office Depot, 361 ScrollMotion, Inc., 103 U.S. Pharma Corp., 443
O'Hare Airport, 178–179 Seagate, 179 USA Network, 118
1E NightWatchman, 186 Sealand Transportation, 564 USAData, 150
1-800-Flowers, 401, 453 Sears, 12, 97 Utility Reform Network, 37
Onion News Network, 118 Sears Roebuck, 516
Open Text Corp., 423 Servalite, 24 V
Oracle Corp., 87, 170, 177, 179, 180, 188, 191, 7–Eleven, 301 Valero Energy, 361, 476
Siebel Systems, 351 Varian Medical Systems, 157, 158
203, 339, 351, 355, 356, 357, 359, 423, 463, Siemens, 123 Verdiem, 186
468, 493 Six Flags, 55 Verizon Corp., 14, 79–80, 87, 110, 180, 256
Oracle PeopleSoft, 339 Skype Technologies, 62, 265 Veterans Affairs (VA), 523
Snapple, 121 Viacom, 118, 119
Snyders of Hanover, 31

I 4 Index aggregator software, 273 B
agile development, 514–515 B2B e-commerce. See business-to-business
Virgin Entertainment Group, 265 AI. See artificial intelligence
Virgin Mobile, 277 airline industry, terrorist watch-list database, (B2B) e-commerce
Vistex Inc., 367 B2C e-commerce. See business-to-consumer
VW Group Supply, 397 240–241
Ajax (software), 189 (B2C) e-commerce
W ALM. See application lifecycle management backward chaining, 432
Wachovia, 61 Altair computer, 168 balanced scorecard method, 474
Waddell & Reed Financial, 439 Alto computer, 168 bandwidth, 257, 262
Wal-Mart, 12, 13, 14, 94, 96–97, 100, 109, 280, Amazon Relational Database, 217 banking services, m-commerce, 400
Amazon Web Services, 217 banner ads, 122
301, 348, 382, 410–411 Amazon.com, 44, 98, 102, 121, 193, 321, 374, Basecamp (software), 66
Walgreens, 453 Bay Area Rapid Transit (BART), 163–164, 182
Wedbush Morgan Securities, 119 388, 389, 410, 411 Beacon Program (Facebook), 390
Wells Fargo, 273 ambient data, 307 behavioral models of management, 458
Wendy's International, 227–228 America Online (AOL), 118, 137, 141–142 behavioral targeting, 121, 133, 136, 392–393
Western Digital, 179 American Recovery and Reinvestment Act, 522 benchmarking, 105
WestJet, 556–558 America's Cup, 41–42 best practices, 105
Whirlpool Corp., 344, 426 analog signals, 252 BI. See business intelligence
Wi-Fi Alliance, 316 analytical customer relationship management Bing (Microsoft), 270, 271, 284, 289, 382, 383
Wipro Technologies, 181 biometric authentication, 313–314, 326
World Bank, 421 (CRM), 354–355, 364 bit, 209
WR Grace, 586–587 Analyze for Voice of the Customer (VoC) Black Swans (Taleb), 440
WSJ.com, 383 BlackBerry, 5, 6, 9, 181, 193, 288, 295, 374, 399,
(Attensity), 227
X Ancestry.com, 388 400, 464
Xcel Energy Inc., 36–37 Android, 80, 177, 193, 194, 294, 295 blade servers, 163, 176, 177, 186
Xerox, 168 anti-virus software, problems with, 304–305 Blinkx.com, 271
antispyware software, 316 Blogger.com, 153, 273
Y antivirus software, 316, 326 blogging, 273
Yahoo!, 111, 121, 122, 134, 137, 193, 270, 382, Apache HTTP Server (software), 269 blogosphere, 273
Apache HTTP Web server, 188 blogroll, 272
387, 401 Apache Open for Business (OFBiz), 357 blogs, 7, 272
Yahoo Merchant Solutions, 404 App Store, 103
Yankee Stadium, 3–4, 16 AppExchange (software), 204 affiliate marketing and, 389, 393
Apple I and II computers, 168 as collaborative tool, 75
Z applets, 188 malware and, 297
Zimbra, 512–513 application controls, 308 Bluefly, 405
Zip Realty, 429–430 Application Express (Oracle), 41 BlueNile.com, 382
application generator, 509 Bluetie (software), 66
Subject Index application layer, 251 Bluetooth, 276–277, 285, 295
application lifecycle management (ALM), book sales, 102
A botnets, 299, 300
A4 processor, 185 547–548 Boulder (Colorado), 36
acceptable use policy (AUP), 310 application proxy filtering, 315 BPM. See business process management
acceptance testing, 499 application server, 169 bricks-and-clicks, 382
access control, 310 application server software, 169, 229 broadband connections, 247, 284, 374
Access (Microsoft), 213, 218, 219 application software, 166 Brown Bag Software vs. Symantec Corp., 140
accountability, 126, 129, 141–142 application software packages, 166, 509, browsers. See Web browsers
accounting, business processes, 43, 44 bugs (in software), 135, 143, 303, 326
Acrobat (Adobe), 180 510–511, 519 build-to-order, 347
Acrobat Connect (Adobe), 62 apps, 193–194 build-to-stock, 347
active RFID tags, 280 aQuantive, 134 bullwhip effect, 342–343
Ad-Aware (software), 316 AR. See augmented reality bureaucracies
Adaptive Server Enterprise (Sybase), 179 ARM (processor), 185 flattening of hierarchies, 91–92
adhocracy, 88 artificial intelligence (AI), 431, 445 organizational structure, 88
administrative controls, 308 bus topology, 254, 255
administrative overhead, 396 hybrid AI systems, 441 business
Adobe Acrobat, 180 Ask.com, 382 business functions, 18–19
Adobe Acrobat Connect, 62 associations (data analysis), 225 business processes, 19, 43–45
Adobe Dreamweaver, 404 ATMs. See automatic teller machines collaboration and teamwork, 55–58, 72
Adobe InDesign, 404 attributes, 210 competitive forces, 94–96, 102, 115
advertising auditing, 312 disruptive technologies, 103–104
augmented reality (AR), 428–430, 445 information systems department, 68–69,
banner display ads, 122 AUP. See acceptable use policy 73
mobile advertising, 400–401 authentication, 252–253, 312–313, 326 information value chain, 24–25
online advertising, 122, 375 authorization policies, 310 innovation, 57, 75, 76
wireless advertising, 400–401 Authors.com, 204 internationalization, 564, 584
advertising exchanges, 395 automated high-speed decision making, 461 levels in a firm, 56
advertising networks, 392–395, 395 automatic teller machines (ATMs), 14–15, 111, management hierarchy, 56
advertising revenue model, 387–388 value chain, 102, 116
affiliate fee revenue model, 389, 393 142, 178 value web, 106, 107, 116
agency theory, 90, 91 automation, 489, 490, 519 See also business analytics; business
agent-based modeling, 441–442 autonomic computing, 185 information systems; business
avatars, 60
Average Data Efficiency, 186
Azure (Microsoft), 177, 217, 322

Index I 5

intelligence; business models; business cooptation, 574 certificate authority (CA), 318
processes; e-commerce; global business critical success factors (CSFs), 532, 534 CERTPOINT, 426
business analytics, 453, 461 linking systems projects to business plan, CGI script, 229
capabilities, 464–465 532 ChainLinq Mobile application, 9
constituencies for, 465–466 scoring models, 535–536 change
defined, 462 See also project management; systems
delivery platform, 464 development change management, 540–542
developments strategies, 468 business processes, 11, 19, 43–45, 72 cooptation, 574
toolset, 453, 463, 473 automation, 489, 519 in global businesses, 574
user interface, 464 core systems, 571, 572 organizational resistance to, 93, 115, 493
business analytics software, 453, 463, 473 defined, 84, 85 rapidity of, 144
Business ByDesign (SAP), 357 functional areas, 43–44 social change, 144–145
business continuity planning, 311–312 information technology to enhance, 44–45 technologically motivated, 144–145
business drivers, 562, 563 Internet technology and, 94 See also organizational change
business ecosystem, 109–111 paradigm shifts, 489, 490, 519 change agent, 541
business firm, 84 rationalization, 489, 490, 519 change management, 540–542
business functions, 18–19 redesign, 489, 490, 491–493, 500, 519 chat, 263–264
business information systems routines and, 84, 85 CheckFree.com, 98
decision-support systems (DSS), 48–49, See also business process management; chief information officer (CIO), 68
475, 477, 479, 480 business process redesign chief knowledge officer (CKO), 69
e-business, 55 Business Suite (SAP), 357 chief privacy officer (CPO), 69
e-commerce, 55 business-to-business (B2B) e-commerce, 374, chief security officer (CSO), 68
e-government, 55 381, 395–399, 407 child domain, 258
enterprise applications, 51, 53–55 business-to-consumer (B2C) e-commerce, 381 Children's Online Privacy Protection Act
executive support systems (ESS), 50, 72, business value (COPPA) of 1998!, 133
473–475, 480 co-creation of, 7 China, cyberwarfare by, 329, 330
intranets and extranets, 54–55, 72 of information systems projects, choice, in decision making, 457, 458
management information systems (MIS), 536–539 ChoicePoint (software), 127–128
17–18, 47–48, 72, 480 business value chain model, 102, 104, 116 Christmas Day bomber, 242
transaction processing systems (TPS), byte, 209–210 Chrome operating system (Google), 136, 177,
45–47 188, 303
business intelligence (BI) C churn rate, 355
about, 49–50 C2C e-commerce. See consumer-to-consumer CIO. See chief information officer
business analytics, 453, 461 circuit-switched networks, 250
business performance management, 475 (C2C) e-commerce CIRRUS, 15
capabilities, 464–465 CA. See certificate authority Cisco Telepresence, 62, 76
constituencies for, 465–466, 471 Cabir (malware), 297 CKO. See chief knowledge officer
data mining, 224–226, 237, 422, 431, 462 cable Internet connections, 258, 284 class, 504, 505
data visualization, 467 cable modems, 253 classical model of management, 458
decision making and, 480 cable television, 118 classification (data analysis), 225
defined, 462 CAD. See computer-aided design classified ads, 393
delivery platform, 464 California, 37, 148 click fraud, 302
developments strategies, 468 call option, 538 client, 168
environment, 463–464 cameras, autofocus device, 436 client operating system software, 177
geographic information systems (GIS), campus-area networks. See CANs client/server computing, 167, 168–169, 250,
467–468, 482 CANs (campus-area networks), 253 254
infrastructure, 463 capacity planning, 194 cloud-based software, 183, 193, 203-205
predictive analytics, 226, 466–467 capital budgeting, for systems development, cloud computing, 170, 200
in public sector, 468 case study, 203–205
vendors of, 463 538 co-location agreements and, 404
Business Intelligence (Oracle), 359 carbon footprint, 186 contractual arrangements, 194
business intelligence infrastructure, 463 careers. See jobs data storage in, 184
business models carpal tunnel syndrome (CTS), 149 databases, 215, 217
about, 13 CASE. See computer-aided software defined, 183
e-commerce, 375, 382–384, 407 described, 6, 7, 167, 170, 375
information systems, 26 engineering drawbacks, 184
online entertainment, 375 case-based reasoning (CBR), 434, 445 enterprise systems, 357, 358–359
Business Objects (SAP), 359 Categorical Imperative, 130 growth of, 358
business performance, databases to improve, CBR. See case-based reasoning hardware, 183–184
221–222, 237 CDMA (Code Division Multiple Access), 276, infrastructure investment and, 195
business performance management (BPM), 475 for IT infrastructure, 183–184
business plan, linking systems projects to, 532 284 private cloud, 183–184
business process management (BPM), CDSS. See customer decision-support systems Salesforce.com, 183, 203
448, 491 CDW. See Compliance Data Warehouse security, 320, 321, 326
business process redesign, 489, 490, 491–493, cell phones, 5, 181, 188, 257, 401 types of services, 183
519 cloud software as a service, 183
case study, 495–496 economic development and, 580–581 CLTV. See customer lifetime value
tools for, 493–494 text messages, 60, 146, 147 clustering (data analysis), 225
business process redesign, 489, 490, 491–493, usage statistics, 147 co-location agreement, 404
500, 519 usage while driving, 147–148 coaxial cable, 255, 284
change management, 540–542 See alsoalso smartphones COBOL, 175
cellular standards, 284 Code Division Multiple Access. See CDMA
cellular systems, 257, 276, 284
centers of excellence, 574
centralized processing, 168
centralized systems, 568

I 6 Index

codes of conduct, 131 Computer Fraud and Abuse Act of 1986!, 301 content and media industries, 102
CollabNet (software), 547–548 computer hardware. See hardware content management systems
collaboration, 55–58, 72-73 computer literacy, 17
computer networks, 247–248 enterprise content management systems,
building a collaborative culture, 58–59 421–422, 422–424, 445
business benefits of, 58–59, 75 See also networks and networking expertise location and management
defined, 56-57 computer operations controls, 308 systems, 424
importance of, 55–57 computer software. See software knowledge network systems, 424, 445
self-managed teams, 92 Computer Software Copyright Act of 1980!, 140 content mining, 228
tools for, 59–68, 417 computer vision syndrome (CVS), 149 content providers, 383–384
collaboration tools computers continuous replenishment system, 97
described, 7, 8, 59–68, 75, 76, 445 controls, 293
evaluating and selecting, 67–68 about, 16 conversion, systems development, 500
Google Apps/Google sites, 61 carpal tunnel syndrome (CTS), 149 cookies, 121, 134–135, 155
Internet-based, 61–68 computer vision syndrome (CVS), 149 cooptation, 574
knowledge management systems (KMS), computing power, 126 COPPA. See Children's Online Privacy
424 as disruptive technology, 87, 103 Protection Act (COPPA) of 1998!
Lotus Notes, 59, 61, 65, 417, 577 equity and access, 146, 148 COPs. See communities of practice
Microsoft SharePoint, 7, 61, 64, 76, 424, ethical issues, 126, 155 copyright, 139–140
463 for global business, 578 copyrighted material, piracy of, 262
telepresence technology, 61, 62 health risks of, 149–150 core business processes, 11
time/space collaboration tool matrix, 67 high-availability computing, 319 core competencies, 107–108, 116
virtual meeting systems, 61-62 history of, 166–169 core systems, 571, 572
See also e-mail; instant messaging; social laptops, 276, 314 corporate databases, Web access to, 229, 237
networking; virtual worlds; wikis mainframes, 167, 168, 177 corporate network infrastructure, 249
collaborative culture, 58–59 malware, 291–292, 296–297, 303, 320, 326 cost, project management, 530
Collaborative Planning, Forecasting, and microprocessors, 87, 171, 185, 200 cost transparency, 377
Replenishment (CPFR), 344 minicomputers, 167, 168 counterimplementation, 546
command and control firms, 59 netbooks, 6, 7, 181, 185, 188, 277 CPFR. See Collaborative Planning, Forecasting,
Common Gateway Interface (CGI), 229 power consumption, 185, 186 and Replenishment
Commonwarrior (malware), 297 profiling by, 127 CPO. See chief privacy officer
communication, 11 radiation from computer display screens, cracker, 298
declining costs of, 173–174, 200 150 Creative Commons, 153
text messaging, 60, 146, 147 repetitive stress injury (RSI), 149 Creative Commons Search, 153–154
trends in, 247 subnotebooks, 7, 76, 181 credit bureaus, errors in data, 232–233
unified communications, 265, 267 supercomputers, 182 credit card profiling, 100
See also e-mail tablet computers, 103, 181 credit card reform, 101
communication satellites, 256, 284 technostress, 149–150 credit cards, data mining, 100
communications networks, 252 touch interface, 177, 178 credit history, 232
signals, 252-253 touchscreens, 177, 178 critical success factors (CSFs), 532, 534
See also networks and networking types, 166–168 CRM on Demand (Oracle), 359
communities of practice (COPs), 421 viruses and worms, 296, 326 CRM systems. See customer relationship
community providers, 383, 384 wireless Internet access, 277–279 management (CRM) systems
competition, information systems and, 79–80, See also computer crime; computer cross-functional business processes, 45
94–101 networks; hardware; mobile devices; cross-selling, 352
competitive advantage networks and networking; platforms; crowdsourcing, 57, 371, 392
as business objective, 14 software Crystal Reports (software), 219
Internet impact on, 101 computing CSFs. See critical success factors
competitive advantages strategic systems, 111 autonomic computing, 185 CSO. See chief security officer
competitive forces, 94–96, 104, 116 centralized computing, 168 CTS. See carpal tunnel syndrome
business value chain model, 102, 104–105, client/server computing, 167, 168–169, 250, cultural particularism, 565
116 254 culture, 20
Porter's competitive forces model, 95–96, decentralized computing, 144, 168 collaborative culture, 58–59
102, 109, 115, 196–197 enterprise computing, 144, 168, 169–170 global culture, 563–564
strategies for dealing with, 96–99 green computing (green IT), 184–185, 186–187, organizational culture, 84–85
competitive forces model, 95–96, 102, 109, 115, 200 customer buying patterns, 98
196–197 grid computing, 163, 182, 200 customer decision-support systems (CDSS), 479
competitors, 95 high-availability computing, 319 customer feedback, 6
Compiere Cloud Edition, 358 on-demand computing, 184 customer intimacy, 13, 90
Compiere ERP Cloud Edition, 359 recovery-oriented computing, 319 customer lifetime value (CLTV), 355
complementary assets, 26–28, 33 service-oriented computing, 515 customer loyalty, 352
Compliance Data Warehouse (CDW), 223 See also cloud computing; computers; customer loyalty management process map,
component-based development, 515 hardware; information systems; 351
CompStat, 482–483 information technology; platforms; customer preferences, 98
computer abuse, 145–146 software customer relationship management (CRM),
computer-aided design (CAD), 427, 428, 431, Conficker (malware), 297 181, 203, 349–350
445 conflict, 20 customer relationship management (CRM)
computer-aided software engineering (CASE), connectivity, international information systems, 51, 53–54, 72, 98, 181, 350,
505–506 systems, 577–579 363–364
computer crime, 145, 300–301 consolidated watch lists, 241 business value of, 355
See also cybercrime Consumer Reports, 388 employee relationship management
computer forensics, 307, 326 consumer-to-consumer (C2C) e-commerce, 381 (ERM), 351
contact point, 349

Index I 7

operational and analytical CRM, 354–355, See also database management systems decision support
364 (DBMS); databases balanced scorecard method, 474
partner relationship management (PRM), data scrubbing, 231 business analytics, 453, 461
351 data security customer decision-support systems
sales force automation (SFA), 288, 351 encryption, 317–318, 326 (CDSS), 479
software for, 351–352, 512 public key encryption, 317–318 decision-support systems (DSS), 48–49, 72
customer service public key infrastructure, 326 executive support systems (ESS), 50, 72,
business benefits of collaboration, 58 data security controls, 308 473–475, 480
CRM modules for, 351–352 data storage, 126, 179 group decision-support systems (GDSS),
customers, 96 in cloud computing, 184 475, 477
customization data theft, 301 key performance indicators, 474
of software package, 510 data visualization, 467 management information systems (MIS),
of Web pages, 376, 378 data warehouses, 222–223 17–18, 47–48, 72, 480
CVS. See computer vision syndrome data workers, 18 for operational and middle management,
Cybercom, 330 database administration, 230 471–473
cybercrime, 145 Database Lite (Oracle), 213 pivot tables, 472, 473
data theft, 301 database management systems (DBMS), for senior management, 473–475, 477
global threats, 302 212–219, 229, 237 sensitivity analysis, 472
hackers, 295, 296, 298, 329 data manipulation language, 217 Web-based customer decision-support
identity theft, 301–302 querying and reporting, 217–218 systems (CDSS), 479
malware, 291–292, 296, 296–297, 303, 320, database server, 229
326 database servers, 254 decision-support systems (DSS), 48–49, 72, 475,
recent prosecutions, 301 database software, 179 477, 479, 480
See also computer crime databases, 209–212
cyberterrorism, 302 accessing through the Web, 226, 228, 237 decisions
cybervandalism, 298 business uses of, 221–230 semistructured decisions, 456, 471–473,
cyberwarfare, 302, 329–331 in cloud computing, 215, 217 479
cycle time, 337 data cleansing, 231 structured decisions, 456, 479
cycling, 335 data quality, 230–231, 238 types, 455–457, 479
database management systems (DBMS), unstructured decisions, 456, 479
D 212–219, 229, 237 See also decision support; decision-support
DARPA (U.S. Department of Defense Advanced for decision making, 221–222, 237 systems
defined, 210, 212
Research Projects Agency), 251 designing, 219–221 deep packet inspection (DPI), 319
dashboard. See digital dashboard entities and attributes, 210 "deep Web," 269
data entity-relationship diagrams, 220, 221, 237 Delicious (Web site), 425
to improve business performance, 222, Delivery Information Acquisition Device
defined, 15, 217, 417 237
online analytical processing (OLAP), 224, normalization, 220 (DIAD), 24
237 object-oriented databases, 215 Dell IdeaStorm (software), 357
See also data resources; databases relational database, 213–215, 237 demand-driven model, 347
data administration, 230, 238 for sales trends, 31–32 demand-driven supply chains, 347–348
data analysis, ethical issues, 126–127, 127 the Web and, 226, 228–229 demand planning, 344
Data Center Infrastructure Efficiency, 186 See also database management systems denial-of-service (DoS) attacks, 299
data cleansing, 231 DB2 (IBM), 179, 213, 218 Descartes' rule of change, 130, 155
data communication networks, 247 DBMS. See database management systems design
See also networks and networking DDoS attacks. See distributed denial-of-service
data definition, 217 (DDoS) attacks business process redesign, 489, 490,
data dictionary, 217 Dealer Services (software), 466 491–493, 500, 519
data-driven DSS, 469 debugging, 143, 323 in decision making, 457, 458
data flow diagram (DFD), 502–503 decentralized computing, 144, 168 systems design, 498–499
data governance, 230 decentralized systems, 568, 584 DFD. See data flow diagram
Data Hub (Purisma), 207 decision making, 453–483, 479 DIAD. See Delivery Information Acquisition
data inconsistency, 211, 213, 237 as business objective, 14 Device
data management and storage, 20, 166, 176, business value of, 455, 479 Digg (Web site), 425
179–180, 207–208 databases for sales trends, 31 digital asset management systems, 424
data manipulation language, 217, 237 databases to improve, 221–222, 237 digital certificates, 318
data marts, 223 decentralization of, 2, 144 digital dashboard, 14, 37, 50
data mining, 224–226, 237, 422, 431, 462 flattening of hierarchies, 91 digital databases, See also databases
data quality, 142, 143, 230–231, 238 fuzzy logic for, 436 digital divide, 148
data quality audit, 231 high velocity automated decision making, digital fingerprinting, 118
data redundancy, 211, 213, 237 461 digital firm, 9
data resources information quality and, 460 digital goods, 380, 381, 407
business intelligence (BI), 49, 224 management filters, 460 digital information, growth of, 6, 179–180
data marts, 223 managerial roles in, 458–459, 479 digital markets, 378, 379, 407
data quality, 230–231, 238 mobile digital platform and, 8 digital media
data warehouses, 222–223 organizational inertia and politics, 460–461 effects on thinking and information
information policy, 230, 238 process of, 457–458, 479 retention, 151
managing, 230–231 types of decisions, 455–457, 479 intellectual property rights, 141, 155
online analytical processing (OLAP), 224, See also decision support; decisions digital media players, 185
237 Digital Millennium Copyright Act (DMCA) of
predictive analysis, 226 1998!, 141
digital networks, 247, 250
See also networks and networking
digital records, retention of, 6, 15
digital signal, 252–253

I 8 Index

digital subscriber line. See DSL types, 381 end users, 69, 541
direct cutover, business process redesign, 500 unique nature of, 374–378, 407 enterprise applications, 51, 53–55, 72, 355–356
direct goods, 398 universal standards, 376, 377, 378 enterprise computing, 144, 168, 169–170
direct marketing, 352 See also business-to-business e-commerce; enterprise content management systems,
Directive on Data Protection (European business-to-consumer e-commerce;
consumer-to-consumer e-commerce; m- 421–422, 422–424, 445
Commission), 134 commerce Enterprise Linux (Oracle), 163
disaster recovery planning, 310–312 e-commerce Web site Enterprise Miner (SAS), 466
disintermediation, 379, 380 budgeting for, 405 enterprise networking, 180
display ads, 393 building, 401–405, 408 Enterprise Process Center (EPC), 448–449
disruptive technologies, 87–88, 103–104 planning, 401–402 enterprise project management system, 528
distributed decision making, 8 systems analysis for, 403 enterprise resource planning (ERP) systems,
distributed denial-of-service (DDoS) attacks, e-government, 55
e-mail 51, 53, 337
299, 329 about, 5, 261, 263 enterprise software, 177, 191, 338–339
divisionalized bureaucracy, 88 as collaboration tool, 60, 75 enterprise solutions, 356
DMCA. See Digital Millennium Copyright Act employer surveillance of, 134, 264, enterprise suites, 356
266–267 enterprise systems, 191, 337–339, 364
(DMCA) of 1998! marketing, 393
DNS (domain name system), 258–259, 284 security threats to, 294 about, 355
Do Not Track list, 121, 133 spam, 145–146 business value of, 339–340
Dollar General Corp., 31 e-OSCAR, 233 case study, 366–368
domain extensions, 258 e-readers See e-book readers challenges of, 355–356, 364
domain name system. See DNS e-SPS (software), 347 cloud-based versions, 357, 358–359
domain network model, 254 e-tailers, 382, 383 future trends, 356–357
domestic exporter strategy, 567, 584 E-ZPass system, 280 service platforms and, 360–361, 364
Doostang, 384 EC2. See Elastic Compute Cloud enterprise-wide knowledge management
DoS attacks. See denial-of-service (DoS) attacks economic development, cell phones and, systems, 421, 422, 445
"dot-com" bubble, 374 580–581 entertainment, 401
Doubleclick (software), 127, 134, 135, 136, 395 economics, 108 new business models for, 375
Downadup (malware), 297 Metcalfe's law, 173, 200 entities, 210
downtime, 319 network economics, 173 entity-relationship diagrams, 220, 221, 237
Downup (malware), 297 EDI. See electronic data interchange entrepreneurial structure, 88
DPI. See deep packet inspection efficient customer response system, 97 environmental scanning, 86
Dreamweaver (Adobe), 404 eHarmony, 388 environments, of organizations, 86–88
Droid, 178, 288, 374, 401 Elastic Compute Cloud (EC2) (Amazon), 183, EPC. See Enterprise Process Center
Drugstore.com, 382 204, 358 Epinions, 389
DSL (digital subscriber line), 257, 258, 284, 294 electrical grid, cyberwarfare against, 329–330 EPM Solution (Microsoft Office EPM Solution),
DSL modems, 253 electricity infrastructure, 36–38 527
DSS. See decision-support systems electronic business. See e-business Epocrates Essentials, 9
due process, 129 electronic commerce. See e-commerce ergonomics, 546
duplicated systems, 568 electronic data interchange (EDI), 396, 582 ERM. See employee relationship management
dynamic pricing, 379 electronic evidence, 307, 326 ERP Cloud Edition (Compiere), 359
Dynamics suite (Microsoft), 357 electronic government. See e-government ERP systems. See enterprise resource planning
electronic health records, 9 (ERP) systems
E electronic payment system, 97, 393 ESS. See executive support systems
e-book readers, 103, 181, 375, 382, 411 electronic records management (EMR), 9, Ethernet, 173, 174, 175, 254
e-books, 103, 399 306–307, 522–524 ethical analysis, 129–130, 155
e-business, 55 electronic surveillance ethical and social issues, 121–159, 155
e-Business Suite (Oracle), 357 of employee Internet activity, 134, 264, examples of failed ethical judgment by
e-business suites, 356 266–267 manager, 123
e-commerce, 55, 373–412 See also privacy nonobvious relationship awareness
electronic trading systems, 439–440 (NORA), 128
building a Web site for, 401–405, 408 Elemica, 398 privacy of personal information, 122
business models, 375, 382–384, 407 employee relationship management (ERM), profiling, 100, 127
defined, 55 351 real-world dilemmas, 131
digital goods, 380, 381, 407 employees technology trends raising issues, 126–128
disintermediation, 379, 380 electronic surveillance of employee Web tracking, 127, 134, 137, 155, 390, 393
DoS attacks, 299 Internet activity, 134, 264, 266–267 See also accountability; information rights;
dynamic pricing, 379 employee records, 15 moral issues; property rights; quality of
electronic payments systems for, 393 employee relationship management life
features, 374–378 (ERM), 351 ethical principles, 130, 155
global reach, 376, 377 internal cybercrime threats, 302–303 ethics
growth of, 6, 373, 375, 395 employers, electronic surveillance of employee basic concepts, 129
history, 373 Internet activity by, 134, 264, 266–267 defined, 124, 129
information asymmetry reduction in, employment. See jobs electronic surveillance of employee
378–379, 380 EMR. See electronic records management Internet activity, 134, 264, 266–267
information richness, 376, 377 encryption, 317–318, 326 ethical analysis, 129–130
marketing, 390, 392–395, 407 encryption key, 317 ethical principles, 130, 408
privacy and, 136 end-user development, 508–510, 519 professional codes of conduct, 131
revenue growth in, 373–374 end-user interface, 507, 530 See also ethical and social issues
revenue models, 387–389, 407 Europe, spamming in, 146
social networking and, 375, 376, 378, 379, European Commission Directive on Data
389 Protection, 134
social technology, 376, 378

Index I 9

European Union Data Protection Directive, 565 forward chaining, 432 Google Groups, 61
EveryBlock Chicago (Web site), 193 4 G networks, 276, 284 Google Insights, 226
evil twins, 301 Foursquare, 372, 400 Google Maps, 97, 189, 193
Excel PivotTable (Microsoft), 472 fourth-generation languages, 508–510 Google Product Search, 272
Exchange ActiveSync (Microsoft), 9 franchising, 567–568, 584 Google Search, 136
exchanges, 395, 397, 398–399 free/fremium revenue model, 386, 388 Google Sites, 7, 61, 417
executive support systems (ESS), 50, 72, Frontal A (malware), 297 Google Talk, 61, 184, 204, 264
FTP (File Transfer Protocol), 261 Google Toolbar, 136
473–475, 480 Fusion (Oracle), 357 Google Trends, 226
Exostar, 398 fuzzy logic, 422, 434–436, 441, 445 Google Video, 61
expert systems, 422, 432–434, 441, 445 Google Wave, 63
expertise location and management systems, G Gotopaper.com, 398
games, 401 governance
424 Gantt chart, 543, 544
explicit knowledge, 417 Gap.com, 388 of data, 230
exports, globalization and, 8 GDDS. See decision support, group decision- of information systems, 69, 194–195
Expression Web (Microsoft), 180 of Internet, 260, 284
extended star networks, 254 support systems of transnational firms, 568
extensible markup language. See XML Genealogy.com, 388 Government Multipurpose Smart Card
external integration tools, 545 general controls, 308 (Malaysia), 487
extranets, about, 21, 55, 72 genetic algorithms, 422, 438, 440–441, 445 Gowalla, 400
geo-tagging, 400 GPS (global positioning systems), 400
F GeoCities, 121 Gramm-Leach-Bliley Act of 1999!, 133, 306
Facebook, 6, 7, 60, 102, 118, 136, 146, 179, 204, geographic information systems (GIS), graphics language, 509
green computing (green IT), 184–185, 186–187,
262, 274, 291–292, 297, 371, 372, 373, 384, 467–468, 482 200
389, 390–391, 400 geosynchronous satellites, 256 grid computing, 163, 182, 200
facial recognition technology, 314 Gigabit Ethernet, 254 group decision-support systems (GDSS), 475,
Fair Information Practices (FIP), 132 GIS. See geographic information systems 477
family, changed by technology, 144 global business groupware, 65
Fancast.com, 118 GSM. See Global System for Mobile
Fast Ethernet, 254 business challenges, 565–566, 584 Communication
fault-tolerant computer systems, 318 business drivers, 562, 564
feasibility study, 497 computing platforms, 577 H
Federal Information Security Management Act, connectivity, 577–579 hackers, 295, 296, 298, 330
330 domestic exporter, 567, 584 handheld mobile devices. See mobile devices
feedback, 17 franchising, 567–568, 584 hard disks, 179
fiber-optic cable, 255–256, 284 global supply chains, 346–347 hardware, 20, 165, 181–187, 308
fields, 210 global value chains, 576–577
file processing implementation, 573–574, 576, 584 capacity planning, 193
traditional, 210–212, 237 internationalization, 564, 584 cloud computing, 183–184
See also databases managing, 570–576 computer hardware platforms, 175–177,
file servers, 254 multinational strategy, 567, 584 181
file sharing services, 141 organizing, 567–570 green computing (green IT), 184–185,
File Transfer Protocol. See FTP particularism, 565 186–187, 200
finance and accounting, business processes, 43, software localization, 579, 581–582 grid computing, 163, 182, 200
44 state of the art, 566 mobile digital platforms, 6, 7, 8, 10, 110,
financial analysis, information systems systems integration, 577 170, 181, 279
projects, 538–539 transborder data flow, 565 for networking and telecommunications,
financial models, limitations of, 539 See also international information systems 180
financial performance, business benefits of global business strategies, 567–568 power-saving processors, 185, 200
collaboration, 58 global culture, 563–564 scalability, 193
financial services global markets, 564 servers, 163, 168, 180
legislation regulating, 133 global positioning systems. See GPS touchscreens, 177, 178
m-commerce, 400 global reach, 376, 377 virtualization, 182, 184, 186, 200
Financial Services Modernization Act of 1999!. Global System for Mobile Communication See also computers
See Gramm-Leach-Bliley Act of 1999! (GSM), 276, 284 HauteLook, 453
financial systems, electronic trading systems, global systems, managing, 559–587 Health Insurance Portability and
439–440 global value chain, 576–577 Accountability Act of 1996!. See HIPAA
fingerprint databases, 240, 314 global village, 563 health records, HIPAA, 133, 306
fingerprint recognition technology, 314 globalization, 8, 11, 144 hertz (unit), 257
FiOS Internet service, 118, 256 Gmail, 61, 136, 184, 204 HFTs. See high-frequency traders
FIP. See Fair Information Practices Golden Rule, 130 high-availability computing, 319
Firefox (Mozilla), 188, 303 Google, 6, 7, 11, 37, 61, 76, 87, 102, 121, high-frequency traders (HFTs), 439
firewalls, 185, 314–315, 326 135–136, 137, 151, 153, 184, 204, 269, 270, high velocity automated decision making, 461
Flash (Macromedia), 180 271, 287–289, 374, 382, 383, 401, 461 HIPAA (Health Insurance Portability and
Flash cookies, 121 Google Analytics, 136 Accountability Act of 1996), 133, 306
"flash crash," 439, 461 Google Apps, 7, 61, 183, 184, 193, 204, 383 home delivery, 52
Flickr, 121, 153, 272, 388 Google Buzz, 136 HomeScan application, 429–430
folksonomies, 425 Google Calendar, 61, 184, 204 host country systems units, 569
Force.com, 183, 204 Google Checkout, 136 host name, 258
foreign trade, globalization and, 8 Google Chrome, 136, 177, 188, 303 hotjobs.com, 32
formal control tools, 543 Google Docs, 61, 184, 204 hotspots, 278
formal planning tools, 543 Google Gmail, 61, 184

I 10 Index

HP Project and Portfolio Management Center business perspective, 24–26 denial-of-service (DoS) attacks, 299
software (HP PPM), 550 business value of, 536–539 disaster recovery planning, 310–312
competition and, 79–80, 94–101 distributed denial-of-service (DDoS)
HTC, 288 complementary assets, 26–28, 33 attacks, 299, 329
HTC Desire, 178 contemporary approaches to, 28–30 electronic evidence, 307
HTML (Hypertext Markup Language), 189, 268 decision making, 453–483 electronic records management, 9,
HTTP (Hypertext Transfer Protocol), 251, 269 defined, 15 306–307, 522–524
hubs, 248 economic impacts, 89–91 encryption, 317–318, 326
Hulu.com, 118, 119, 388 ethical and social issues, 121–159, 155 firewalls, 185, 314–315, 326
HuluPlus, 119 ethical dilemmas created by, 131 global threats, 302
human resources, business processes, 43 financial analysis, 538–539 hackers, 295, 296, 298, 330
hybrid AI systems, 441 functions of, 17 identity management and authentication,
HyperPlant (software), 430 global strategy, 571–573 312–314
hypertext, 268–269 globalization and, 8, 11 identity theft, 301–302
Hypertext Markup Language. See HTML IT governance, 69, 194–195 information systems controls, 308
Hypertext Transfer Protocol. See HTTP knowledge management, 69, 415–448, internal threats from employees, 302–303
416–418 intrusion detection systems, 316, 326
I linking systems projects to business plan, legislation, 301–302
i2 Demand Planner (software), 345 532 MIS audit, 312, 326
i2 Service Budget Optimizer (software), 345 literacy, 17 outsourcing, 8, 11, 192, 201, 319
i2 Service Parts Planner (software), 345 management structure for IS projects, public key encryption, 317–318
IAB (Internet Architecture Board), 259, 284 531–532, 553 public key infrastructure, 326
iAd (Quattro), 288 managing global systems, 559–587 risk assessment, 309, 326, 539–540, 553
IBM 1401!, 168 moral issues, 125–126, 131–150 security policy, 310, 326
IBM 7090!, 168 offshoring, 8, 192, 511, 513, 514 smart card, 313, 326
IBM Cloud, 183 organizational impact, 91–92 technologies and tools for protecting
IBM DB2, 179, 213, 218 organizations and, 12, 18, 81–89, 115 information resources, 312–320, 326
IBM Lotus Connections, 7, 65 organizing information systems threats and vulnerability, 293–303, 323
IBM Lotus Notes, 59, 61, 65, 417, 577 department, 69 tokens, 313, 326
IBM Lotus Sametime, 65 planning, 95 unified threat management (UTM)
IBM Smart Business Application Development portfolio analysis, 534–535 systems, 316
professional codes of conduct, 131 for wireless networks, 295–296, 316–317
& Test, 183 project management, 527–556 See also cybercrime; Internet security
ICANN (Internet Corporation for Assigned real options pricing models (ROPMs), threats
538–539 information technology (IT)
Names and Numbers), 260 security of, 68–69, 291–326 aligning with business objectives, 111–112,
identity management systems, 310, 312–314 sociotechnical systems, 29–30, 33 530–531, 553
identity theft, 301–302 supply chain management, 51, 53, 72, autonomic computing, 185
IEM. See Iowa Electronic Markets 340–344, 356, 363 behavioral impact, 93
Ike4e.B (malware), 297 systems analysis, 68, 496–499 capital investment, 5, 553
ILOVEYOU (malware), 297 systems design, 498–499 defined, 15, 20
IM. See instant messaging systems development, 494, 496–506, 519 economic impacts, 89–91
iMac, 287 technical approach, 28, 29 organizational change and, 489–490
implementation technology and, 20–21, 23–24 organizational impact, 91–92
trends in, 6–8 organizations and, 81
in decision making, 457, 458 See also ethical and social issues; standards, 174–175
in global business systems, 573–574, 576, information systems controls; information information technology (IT) infrastructure, 21,
584 systems security; information technology 22, 164, 165
in project management, 540–541, 553 (IT); information technology (IT) capacity planning, 194
implementation controls, 308 infrastructure; moral issues; systems cloud computing, 6, 7, 167, 170
imports, globalization and, 8 design; systems development competitive forces model, 95–96, 102, 109,
InDesign (Adobe), 404 information systems controls, 308 115, 196–197
indirect goods, 398 See also information systems security components, 165–167, 175–181, 200
individual CSFs, 534 information systems department, 68–69, 73, computer hardware platforms, 175–177,
inference engine, 432, 433 488, 489–524 181
Infor Global Solutions (Oracle), 339 information systems literacy, 18 consulting and system integration
information information systems managers, 68 services, 181
defined, 13, 16, 33, 417 information systems plan, 532, 533 data management and storage, 20, 166,
quality dimensions of, 460 information systems projects. See business 176, 179–180
See also information systems; information process redesign; project management; declining communication costs and,
technology systems design 173–174, 200
information asymmetry, 378–379, 380 information systems security, 68–69, 291–326 defining, 165–166
information density, 376, 377–378 access control, 310 enterprise software applications, 176, 177,
information policy, 230, 238 antivirus and antispyware software, 316, 338–339
information retention, trends in, 6–8, 15 326 evolution of, 166–170, 200
information richness, 376, 377 biometric authentication, 313–314, 326 global systems, 556–587
information rights, 125 business continuity planning, 311–312 hardware platforms, 181–187
See also privacy; property rights business value of, 305–306, 326 Internet platforms, 176, 180
information systems (IS) cloud computing, 320, 321 investment in, 5, 195–197, 201, 553
about, 5–6, 16, 33 computer forensics, 307 law of mass digital storage, 171–172, 200
behavioral approach, 28, 29 data security, 317–318, 326 legacy systems, 167, 181, 182, 191
behavioral impact, 93
business models, 26
business objectives achieved through,
12–18, 111–112, 530–531, 553

Index I 11

management issues, 194–197 particularism, 565 about, 323
Metcalfe's law, 173, 200 software localization, 579, 581–582 botnets, 299, 300
mobile platforms, 6, 7, 9, 170 state of the art, 566 bugs, 121, 135, 137, 303, 326
Moore's law, 170–171, 200 systems integration, 577 click fraud, 302
networking/telecommunications transborder data flow, 565 computer crime, 300–301
platforms, 176, 180 international information systems architecture, cookies, 134–135, 155
operating system platforms, 176, 177 562 cyberterrorism and cyberwarfare, 302,
rent vs. buy decision, 195 internationalization, 564, 584 329–331
scalability, 194 See also global business; international denial-of-service (DoS) attacks, 299
"service platform" perspective, 166 information systems distributed denial-of-service (DDoS)
total cost of ownership (TCO), 195–196, Internet, 21, 257–275, 284 attacks, 299, 329
201, 538 about, 257, 260 evil twins, 301
Web services, 189–190, 200–201 challenges to privacy, 134–137, 155 global threats, 302
See also hardware; information cognitive effects of, 151 hackers, 295, 296, 298, 330
technology; software connection speed, 248 identity theft, 301–302
information value chain, 24–25 connectivity for global business, 577–579 malware, 291–292, 296–297, 303, 320, 326
informational role, of managers in decision customization, 376, 378 pharming, 301
making, 459, 479 databases and, 226, 228 phishing, 301
informed consent, 134 described, 21 sniffing, 299, 313, 326
infrastructure. See information technology (IT) domain name system (DNS), 258–259, 284 spoofing, 299
infrastructure future of, 260–261 spyware, 135, 298
inheritance, 504, 505 global reach, 376, 377 SQL injection attacks, 298, 301
innovation, 57, 75, 76 global supply chain and, 346–347 Trojan horses, 291, 296, 298
InnovationNet (software), 76 governance of, 260, 284 viruses and worms, 296–297, 326
input, 16 growth of, 260, 262 See also cybercrime; information systems
input controls, 308 information density, 376, 377–378 controls; information systems security
instant messaging, 264, 294 information richness, 376, 377 Internet service providers (ISPs), 110, 141, 206,
instant messaging (IM), as collaboration tool, intellectual property rights and, 140–141 257
60 interactivity, 376, 377 Internet services, 261, 263–264, 284
intangible benefits, 537 for marketing, 392–393 See also chat; e-mail; FTP; instant
intellectual property, 138–139, 383 metered pricing of, 262 messaging; Internet; Internet access;
intellectual property rights, 138–141, 155 music industry and, 118 Internet security threats; TelNet; unified
intelligence, in decision making, 457, 458 network neutrality, 262–263 communications; Web
intelligent agent shopping bots, 271–272 organizations and, 93–94 Internet2, 261
intelligent agents, 422, 441–442, 445 personalization, 376, 378, 390, 392, 393, interorganizational information systems, 53
intelligent techniques, 422, 431–442, 445 394, 395 interpersonal roles, of managers in decision
agent-based modeling, 441–442 privacy and, 131–138 making, 459, 479
artificial intelligence, 431, 441, 445 social change caused by Internet use, 144 intranets
case-based reasoning, 434, 445 social technology, 378 about, 21, 54–55, 72
data mining, 224–226, 237, 422, 431 television and, 118–119 for knowledge management, 415, 416
expert systems, 422, 432–434, 441, 445 threats and vulnerabilities, 294–295, 323 intrusion detection systems, 316, 326
fuzzy logic, 422, 434–436, 441, 445 ubiquity of, 374–376 inventory management, 345
genetic algorithms, 422, 438, 440–441, 445 unique nature of, 374–378, 407 inventory optimization systems, 345
hybrid AI systems, 441 universal standards, 376, 377, 378 inventory replenishment system, 96–97
intelligent agents, 422, 441–442, 445 usage, 5–6 investment workstations, 431
knowledge discovery, 431 VoIP, 264–265, 284, 294 Iowa Electronic Markets (IEM), 392
machine learning, 439, 440–441 VPNs, 267–268, 284, 316, 577 IP address (Internet protocol address), 258,
neural networks, 422, 436–438, 441, 445 Web tracking, 127, 134, 137, 390, 392, 393, 260, 294
neurofuzzy system, 441 394 IP datagrams, 251
"interaction" jobs, 56 wireless access, 277–279 IP phone systems, 265
interactivity, 376, 377, 379 See also Internet security threats iPad, 6, 7, 10, 98, 102, 103, 118, 177, 181, 185,
internal database, Web access to, 229, 237 Internet access 194, 277, 288, 371, 383
internal integration tools, 543 equity and access, 146–148 iPhone, 3, 5, 6, 7, 9, 10, 13, 79, 80, 98, 103, 110,
internal supply chain, 341 for global business, 577–579 118, 177, 178, 181, 185, 193, 194, 262, 276,
international information systems, 556–587 statistics, 174 277, 287, 288, 289, 297, 374, 383, 399, 400,
business challenges, 565–566, 584 wireless access, 277–279 401, 464
business drivers, 562, 563 Internet advertising, 6 iPod, 13, 94, 95, 97, 98, 287, 383
case study, 559–560 Internet architecture, 259 iPod Touch, 177, 288
computing platforms, 577 Internet Architecture Board. See IAB IPv6 (Internet Protocol version 6), 261
connectivity, 577–579 Internet-based collaboration environments, IS. See information systems
developing an international IS 61–68 ISPs. See Internet service providers
architecture, 562–563 Internet Corporation for Assigned Names and IT. See information technology
domestic exporter strategy, 567, 584 Numbers. See ICANN iterative process, 507
franchising, 567–568, 584 Internet Explorer (Microsoft), 188, 303 iTunes, 7, 45, 87, 94, 98, 102, 103, 383, 388, 399
global value chains, 576–577 Internet layer, 251 iVillage, 109, 383
globalization, 564 Internet music services, as disruptive
growth of, 561–562 technology, 87 J
implementation, 573–574, 576, 584 Internet Protocol, 251 JAD. See joint application design
managing, 570–576 Internet protocol address. See IP address Java (software), 180, 188–189, 200
multinational strategy, 567, 584 Internet Protocol version 6. See IPv6 Java Virtual Machine, 188
organizing, 567–570 Internet security threats, 134–137, 295–296 JIT strategy. See just-in-time strategy

I 12 Index

jobs L management
offshoring, 8, 192, 511, 513, 514 LANs (local-area networks), 173, 174, 175, 180, of global systems, 570–576
outsourcing, 8, 11, 192, 201, 319 knowledge management and, 42–421
reengineering job loss, 146 249, 253–254, 278, 285, 295 legitimacy, 574
laptop computers levels of, 56
join operation, 215, 216 platform and infrastructure, 194–196
join table, 216 Internet access, 276
joint application design (JAD), 514, 519 security devices for, 314 management challenges, 562, 584
Joint Strike Fighter project, 329 Latitude XT tablet, 178 management costs, flattening of hierarchies, 91
JotSpot (software), 61 law of diminishing returns, 108 management filters, 460
just-in-time (JIT) strategy, 9, 342 law of mass digital storage, 171–172, 200 management hierarchy, 56, 91
Law of One Price, 581 management information systems (MIS),
K leadership, low-cost leadership, 96–97, 99
Kaboodle, 389 learning management systems (LMS), 425–426 47–48, 72
key corporate assets, 11 legacy systems, 167, 181, 182, 191 about, 29, 480
key fields, 214 legal liability, inadequate security and control, defined, 17–18
key performance indicators (KPIs), 474 306–307 See also information systems
keyloggers, 298 legislation management issues, information technology
keystone firms, 109 anti-spam legislation, 145, 146 infrastructure, 194–197
keywords, 270 copyright of software, 139–140 management models, 458
Kinaxis RapidResponse, 335, 336 cyberwarfare, 330 managerial complementary assets, 27
Kindle (Amazon), 103, 181, 382, 411 identity theft, 301–302 managers
KMS. See knowledge management systems intellectual property rights, 141, 155 business analytics, 463
knowledge, 417 privacy laws, 122, 132–133 decision making and, 458–459, 479
texting while driving, 147–148 job of, 18–19
acquisition, 420 legitimacy, 574 managing
application of, 420–421 leisure, changed by technology, 144–145 global systems, 559–587
dimensions of, 418 liability, 129, 142–143, 157–159 projects. See project management
dissemination of, 420 Line-haul (software), 432 MANs (metropolitan-area networks), 253, 254,
global knowledge base, 564 LinkedIn, 274, 384, 389 284
storage of, 420 Linux (operating system), 176, 177, 180, 188, manufacturing and production, business
tacit knowledge, 417, 432 200, 248, 323 processes, 43
knowledge acquisition, 420 literacy, 17 MapInfo (software), 467
knowledge application, 420–421 Live Communications Server (Microsoft), 76 Mariposa botnet, 299
knowledge base, 432, 564 Live Meeting (Microsoft), 76 market creators, 383, 384
knowledge-based organization, 88 LiveJournal.com, 273 market entry costs, 377
knowledge discovery, 431 LLBean.com, 388 market niche, 98–99
knowledge dissemination, 420 LMS. See learning management systems marketing
knowledge management, 445 local-area networks. See LANs affiliate and blog marketing, 393
about, 69, 416–418 location-based services, 400 behavioral targeting, 121, 132, 136,
case study, 415 logical view, 212 392–393
communities of practice (COPs), 421 long tail marketing, 392 business processes, 43
defined, 419 Long-Term Evolution. See LTE classified ads, 393
knowledge acquisition, 420 "look and feel" copyright infringement CRM systems, 352–353
knowledge application, 420–421 lawsuits, 140 display ads, 393
knowledge dissemination, 420 Loopt, 400 e-commerce, 390, 392–395, 407
knowledge storage, 420 Lotus Connections (IBM), 7, 65, 424 e-mail, 393
knowledge management systems (KMS) Lotus Notes (IBM), 59, 61, 65, 417 long tail marketing, 392
about, 51, 54, 72, 421–422, 445 Lotus Notes Domino (IBM), 415, 416 micromarketing, 564
collaboration tools, 424 Lotus Sametime (IBM), 65, 264 online viral marketing, 389–390
enterprise content management systems, low-cost leadership, 96–97, 99 rich media, 393
421–422, 422–425, 445 LTE (Long-Term Evolution), 276 search engine marketing, 122, 270, 393
enterprise-wide knowledge management social networking for, 371
systems, 421, 422, 445 M sponsorships, 393
intelligent techniques, 422, 431–442, 445 m-commerce (mobile e-commerce), 374, 375, video, 393
knowledge network systems, 424, 445 marketspace, 375
knowledge work systems (KWS), 421, 427, 382, 399–401, 408 mashups, 193, 201, 272
428, 445 machine bureaucracy, 88 mass customization, 98
learning management systems, 425–426 machine learning, 439, 440–441 master data management (MDM), 207, 208
social bookmarking, 424–425, 445 Macromedia Flash, 180 Match.com, 388
knowledge management value chain, 419–421 magnetic ink character recognition. See MICR MDM. See master data management
knowledge network systems, 424, 445 mail servers, 254 media
knowledge storage, 420 mainframes, 167, 168, 177 new business models for, 375
knowledge work systems (KWS), 421, 427, 428, Malaysia, Government Multipurpose Smart transformation of industry, 102
445 medical records, HIPAA, 133, 306
augmented reality, 428–430, 445 Card, 482 MEDITECH electronic medical records system,
investment workstations, 431 malware 9
knowledge workstations, 427 MeilleursAgents.com, 429
virtual reality systems, 428, 429, 431, 445 about, 296–297, 303 Melissa (malware), 297
knowledge workers, 18, 426 blogs and, 297 membership functions, 435
knowledge workstations, 427 on mobile devices, 296–297, 320 menu costs, 379
Koobface (worm), 291 on social networking sites, 291–292, 297 Metastorm BPM software, 495
KPIs. See key performance indicators Trojan horses, 291, 296, 298 Metcalfe's law, 173, 200
worms, 296, 326
managed security service providers (MSSPs),
319–320

Index I 13

metropolitan-area networks. See MANs described, 170 network interface card (NIC), 248
micromarketing, 564 RFID, 279–281, 285 network interface layer, 252
micropayment systems, 388 mobile e-commerce. See m-commerce network neutrality, 262–263
microprocessors, 87, 171, 185, 200 Mobile Maps, 136 network operating system (NOS), 248
Microsoft Access, 213, 218, 219 mobile WiMax, 276 network service providers, 259
Microsoft Azure, 177, 217, 322 MobiTV, 401 network topologies, 254–255
Microsoft DOS, 175 modeling, object-oriented modeling, 504 networked systems, 568
Microsoft Dynamics suite, 357 modems, 252–253 networking services, 180
Microsoft Excel PivotTable, 472 Monster.com, 32 networking technology, 20, 250–252
Microsoft Exchange ActiveSync, 9 Moore's law, 170–171, 200 networks and networking
Microsoft Expression Web, 180 moral issues, 125–126, 131–150
Microsoft Expressions, 404 See also accountability; information rights; about, 284
Microsoft Internet Explorer, 188, 303 moral issues; property rights; quality of advertising networks, 392–395, 395
Microsoft Live Communications Server, 76 life CANs (campus-area networks), 253
Microsoft Live Meeting, 76 Motorola Droid, 288 controlling network traffic, 319
Microsoft .NET family, 180, 190 Movable Type (software), 273 defined, 20–21, 248
Microsoft Office, 76, 188, 441 movies scripts, indexing by search engines, 271 extended star networks, 254
Microsoft Office Enterprise Project Mozilla Firefox, 188, 303 firewalls, 315–316, 326
MP3 music files, intellectual property rights, global business, 577–579
Management (EPM) Solution, 527 141 hardware, 180
Microsoft Office Live Meeting, 62 MP3.com, 87 LANs (local-area networks), 173, 174, 180,
Microsoft Office Project 2010!, 549 MSN, 382 185, 249, 253–254, 278, 285, 295
Microsoft Office Project Portfolio Server 2007!, MSSPs. See managed security service providers in large companies, 249–250
multi-tiered client/server architecture, 169 MANs (metropolitan-area networks), 253,
527 multicore processor, 185, 200 254, 284
Microsoft Office Project Professional 2007!, 527 multidimensional data analysis, 224, 225 P2P networks, 254, 295
Microsoft Office Project Professional 2010!, 549 multinational firms, 568 PANs (personal-area networks), 276, 285
Microsoft Office Project Server 2007!, 527 See also global business; international physical transmission media, 255–257, 284
Microsoft Office Project Server 2010!, 549 information systems private industrial networks, 397, 407
Microsoft Office SharePoint Portal Server, 415 multinational strategy, international topologies, 254–255
Microsoft Office SharePoint Server, 76, 415, 416 information systems, 567, 584 transmission, 256–257
Microsoft Office Web Apps, 193–194 multiple input multiple output. See MIMO transmission speed, 257
Microsoft Outlook, 76, 297 multitouch interface. See touch interface trends in, 247
Microsoft Server, 527 music industry, 13, 118 VPNs (virtual private networks), 267–268,
Microsoft SharePoint, 7, 61, 64, 76, 424, 463 My Location, 136 284, 316, 577
Microsoft SharePoint Designer, 180 MyDoom (malware), 297, 300 WANs (wide-area networks), 180, 253, 254,
Microsoft SQL Server, 179, 213, 218 MyKad, 482 284
Microsoft SQLAzure Database, 217 MyPoints, 389 wireless networks, 276, 295, 316–317
Microsoft Virtual Server, 182 MySimon, 272 WSNs (wireless sensor networks), 281, 285
Microsoft Windows OS, 168, 169, 174 MySpace, 7, 60, 137, 146, 229–230, 274, 291, See also information systems security;
Microsoft Windows Server, 177, 180, 182, 248, 297, 298–299, 383, 384, 389 Internet security threats
MySQL (software), 213, 217 neural networks, 422, 436–438, 441, 445
254 neurofuzzy system, 441
Microsoft Windows Vista Service Pack 2!, 303 N New York Stock Exchange, 439, 461
Microsoft Xboxlive.com, 388 N-tiered client/server architecture, 169 news reader software, 273
microwave systems, 256, 284 NAI. See Network Advertising Initiative newsgroups, 154, 264
middle management, 18 nanotechnology, 171 newspapers
nanotubes, 172 iPad and, 103
about, 59 NAT. See Network Address Translation new business models for, 375
business information systems for, 46–48, National Cyber Security Center (NCSC), 273 readership, 6
72 national Do Not Track list, 121, 133 Next Generation Internet (NGI), 261
decision support for, 471–473 National Information Infrastructure Protection Nexus One, 178
MiFi (Virgin Mobile), 277 NGI. See Next Generation Internet
MIMO (multiple input multiple output), 279 Act of 1996!, 301–302 NIC. See network interface card
minicomputers, 167, 168 National Security Agency (NSA), 330 niche firms, 109–110
Mint.com, 386 net marketplaces, 397, 398, 407 No Child Left Behind Act, 470
Mintzberg's role of classifications, 459 net neutrality, 262–263 "no-fly" list, 240
MIPS (millions of instructions per second), 171 Net Promoter (Satmetrix), 227 "no free lunch" rule, 130, 155
Mirrorforce, 322 netbooks, 6, 7, 181, 185, 188, 277 nonobvious relationship awareness (NORA),
MIS. See management information systems Netflix, 392 128
MIS audit, 312, 326 Netscape.com, 373 nonprocedural languages, 508–509
mobile advertising, 400 NetSuite, 203, 321 normalization, 220
mobile computing, 170 NetWeaver Business Intelligence (SAP), 368 NOS. See network operating system
mobile devices NetWeaver Master Data Management (SAP), Novell Open Enterprise Server, 248
about, 6, 375, 464 NSA. See National Security Agency
e-book readers, 103, 181, 375, 382, 411 368
economic development and, 580–581 NetWeaver Portal (SAP), 361 O
malware for, 296–297, 320 Network Address Translation (NAT), 315 object, 504
netbooks, 6, 7, 181, 185, 188, 277 Network Advertising Initiative (NAI), 122, 133, object-oriented database management systems
securing, 320
mobile digital platforms 137 (OODBMS), 215
about, 6, 7, 110, 181, 279 network-based strategies, 108–109, 116 object-oriented databases, 215
apps, 429 network economics, 108, 173 object-oriented development, 503–505
case study, 10 network infrastructure, 249
decision making and, 8

I 14 Index

object-oriented modeling, 504 rationalization, 489, 490, 519 personalization, 376, 378, 392, 393, 394, 395
object-relational DBMS system, 215 resistance to, 493 PERT charts, 543, 545
Office Live Meeting (Microsoft), 62 organizational CSFs, 534 pharming, 301
Office (Microsoft), 76 organizational culture, 84–85 phased approach, business process redesign,
Office SharePoint Server (Microsoft), 76, 415, organizational environments, 86–88
organizational impact analysis, 546–547 500–501
416 organizational intelligence, case-based phishing, 301
Office Web Apps (Microsoft), 193–194 reasoning, 434, 445 phones. See cell phones; iPhone; telephone
offshore outsourcing, 8, 11, 192, 511, 513, 514 organizational learning, 419
OLAP. See online analytical processing organizational politics, 84, 93 networks; telephone systems
on-demand computing, 184 organizational structure, 88 PhotoBucket, 121, 383
one-click shopping, 98 organizations physical view, 212
OneHub (software), 66 behavioral view of, 82–83 pilot study, business process redesign, 500
OneView (software), 512 described, 28–83 piracy, 262–263
online advertising, 122, 375 disruptive technologies, 87–88 pirated software, 141
online analytical processing (OLAP), 224, 237, features of, 84–89 pivot tables, 472, 473
flattening, 91–92 pizza chains, 52
354 information systems and, 12, 18, 81–89, Pizza Tracker (software), 52
online banner ads, 122 115 PKI. See public key infrastructure
online bill payment, 98 Internet and, 93–94 planning
online chat, 263–264 microeconomic definition of, 82
online collaboration tools, 61–68 organizational culture, 84–85 business continuity planning, 311–312
online conferencing, 5, 7, 60 organizational environments, 86–88 capacity planning, 194
online entertainment, business models, 375 organizational politics, 84, 93 demand planning, 344
online ordering systems, 52 organizational structure, 88 disaster recovery planning, 310–312
Online Privacy Alliance, 137 postindustrial organizations, 92 e-commerce Web site, 401–402
online transaction processing, 319 resistance to change, 93, 115, 493 EPR systems, 51, 53, 337
online video, 271 strategic transitions, 112 information systems, 95
online viral marketing, 389–390 technical definition of, 83 supply chain planning systems, 342, 344
OnQ system, 98 technological change and, 83 Platform for Privacy Preferences. See P3P
OODBMS. See object-oriented database technology and, 93 platforms, 21, 166
Outlook (Microsoft), 76, 297 computer hardware platforms, 175–177,
management systems output, 16 181
ooVoo (software), 62 output controls, 308–309 enterprise systems, 360–361, 364
Open for Business (OFBiz) (Apache), 357 outsourcing, 8, 11, 192, 201, 319, 511, 513, 519 international information systems, 577
Open Office (Oracle), 188 Overstock.com, 356 management and, 194–196
Open Photo, 153 P3P, 137–138, 139
open source software, 187–188, 200, 357 P service platforms, 360–361, 364
Open Text LiveLink Enterprise Content P2P networks. See peer-to-peer networks wireless platforms, 248
P3P (Platform for Privacy Preferences), See also information technology (IT)
Management, 423 infrastructure; mobile digital platforms
Openbravo (software), 357 137–138, 139 podcasting, 383
OpenOffice (Sun Microsystems), 188 packet filtering, 315 Point-to-Point Tunneling Protocol. See PPTP
Opera (browser), 303 packet switching, 250 policies and procedures, 194
operating systems, 176, 177 packets, 250, 258 portals, 50, 382, 445
operational customer relationship PageRank algorithm, 87, 270 Porter's competitive forces model, 95–96, 102,
Pandora, 388 109, 115, 196–197
management (CRM), 354, 364 PANs (personal-area networks), 276, 285 portfolio analysis, information systems,
operational excellence, as business objective, paradigm shift, 489, 490, 519 534–535
parallel strategy, business process redesign, Post Sales Order Management System (OMS),
12–13 22
operational management, 18, 46 500 postimplementation audit, 501
opt-in policy, 137 particularism, 565 postindustrial organizations, 92
opt-out policy, 136, 137 partner relationship management (PRM), 351 power consumption, 185, 186
option, 538 passive RFID tags, 280 power grids, 36–38
Oracle Application Express, 41 passwords, 313 power management software, 186
Oracle Business Intelligence, 359 patch management, 303 power-saving processors, 185, 200
Oracle CRM on Demand, 359 patches (for software), 303, 304 Power Usage3 Effectiveness, 186
Oracle Database, 41, 213 patents, 140 PowerMeter (Google), 37
Oracle Database Lite, 213 payment systems PPTP (Point-to-Point Tunneling Protocol), 268
Oracle e-Business Suite, 357 prediction markets, 392
Oracle Enterprise Linux, 163 electronic payments systems, 393 predictive analytics, 226, 466–467
Oracle Enterprise Manager, 217 micropayment systems, 388 predictive modeling, 462
Oracle Fusion Middleware, 217, 357 online bill payment, 98 price discrimination, 377
Oracle Infor Global Solutions, 339 PayPal, 97 price transparency, 377
Oracle Open Office, 188 payroll processing, transaction processing pricing profile, 453
Oracle PeopleSoft Enterprise, 163 systems (TPS) for, 46 primary activities, business value chain model,
order fulfillment process, 44, 52 PDP-11, 168 101
order-to-cash process, 360 peer-to-peer networks (P2P networks), 254, 295 primary key, 214
organizational and management capital, 27, Pegasystems BPM workflow software, 494 privacy, 155
PeopleSoft Enterprise (Oracle), 163 behavioral targeting, 121, 133, 136,
419 personal-area networks. See PANs 392–393
organizational assets, 27 personal computers (PCs). See computers chief privacy officer (CPO), 69
organizational change, IT-enabled, 489–490 personal information, privacy of, 127, 155, 390 defined, 131

automation, 489, 519
business process redesign, 489, 490,
491–493, 500, 519
paradigm shifts, 489, 490, 519

Index I 15

electronic surveillance of employee proxy servers, 315 RFID (radio frequency identification), 279–281,
Internet activity, 134, 264, 266–267 public cloud, 183 285
European legislation, 134 Public Company Accounting Reform and
Facebook, 390–391 RFP. See Request for Proposal
Internet and, 131–138 Investor Protection Act of 2002!. See rich media, marketing, 393
nonobvious relationship awareness Sarbanes-Oxley Act of 2002! Rigel (software), 366
(NORA), 128 public key encryption, 317–318 ring topology, 254, 255
of personal information, 127, 390 public key infrastructure (PKI), 326 risk
U.S. legislation, 122, 132–133 pull-based model, 347, 348
Web tracking, 127, 134, 137, 390, 393 Pulse (Domino's), 52 project management, 531, 539
Privacy Act of 1974!, 132 Purisma Data Hub, 207 See also project risk
private cloud, 183–184 push-based model, 347, 348 risk assessment, information systems security,
private exchange, 397 309, 326, 539–540, 553
private industrial networks, 397, 407 Q Risk Aversion Principle, 130, 155
PRM. See partner relationship management quality root domain, 258
problem solving. See decision-making; decision ROPMs. See real options pricing models
support business benefits of collaboration, 58 routers, 248
process specifications, 503 data quality, 230–231, 238 routines, 84, 85
processing, 16 project management, 530 RSI. See repetitive stress injury
processing controls, 308 quality of life, 126, 144–145 RSS, 273
procurement, 396 query language, 509 Russia, cyberwarfare by, 330
product differentiation, 96, 97–98 QuickBooks, 386
production workers, 18 S
productivity, 58 R S-HTTP (Secure Hypertext Transfer Protocol),
professional bureaucracy, 88 racial equity, computer usage and Internet
professional codes of conduct, 131 317
profiling access, 148 S3. See Simple Storage Service
about, 100, 127 RAD. See rapid application development SaaS. See software as a service
nonobvious relationship awareness radiation, from computer display screens, 150 SABRE reservation system, 111, 556
(NORA), 128 radiation therapy, liability and regulation, SabreSonic CSS, 556
program-data dependence, 211 Safari (browser), 303
programmers, 68 157–159 safe harbor, 134
programming, systems development, 499 radio frequency identification. See RFID safety stock, 342
Progress Savvion BusinessManager PBM rapid application development (RAD), 514–515, sailboats, 41–42, 43
software, 496 Sajus BPM monitoring software, 494
Project Gate methodology, 528 519 sales and marketing, 43, 44
project management, 527–556 RapidResponse (Kinaxis), 335, 336
change management, 540–542 rationalization of procedures, 489, 490, 519 See also marketing
critical success factors (CSFs), 532, 534 reading sales force automation (SFA), 288, 351
defined, 530 sales revenue model, 388
end users and, 541 e-book readers, 103, 181, 375, 382, 411 Salesboom.com, 203
Gantt charts, 543, 544 new business models for, 375 Salesforce.com, 87, 322, 357
implementation, 540–541, 553 real options pricing models (ROPMs), 538–539 SANs (storage area networks), 180
importance of, 529–531 records, 210, 214 SAP Business ByDesign, 357
increasing user involvement, 545 records management SAP Business Information Warehouse, 587
IS costs and benefits, 537–538 computer forensics, 307, 326 SAP Business Objects, 359
management structure for IS projects, electronic, 306–307 SAP Business Process Testing, 587
531–532, 553 electronic evidence, 307 SAP Business Suite, 357
managing risk, 539–549 electronic records management, 9, SAP Business Suite Applications, 559–560
objectives of, 111–112, 530–531, 553 306–307, 522–524 SAP ERP Human Capital Management system,
overcoming user resistance, 545 employee records, 326
PERT charts, 543, 545 health records and HIPAA, 133, 306 467
portfolio analysis, 534–535 retention of digital records, 6, 15 SAP General Ledger, 586–587
runaway projects, 529–530 security, 326 SAP General Ledger Data Migration, 587
scope of work, 530 trends in, 6, 15 SAP Global Trade Services, 575
software tools, 527–528, 548–549 recovery-oriented computing, 319 SAP NetWeaver Business Intelligence, 368
system failure, 529–530 reengineering job loss, 146 SAP NetWeaver Master Data Management, 368
project management software, 527–528, referential integrity, 220 SAP NetWeaver Portal, 361, 587
548–549 "refreezing," 93 Sarbanes-Oxley Act of 2002!, 15, 306–307
project operation, 215, 216 regional systems units, 569 SAS Enterprise Miner, 466
project risk regulation, radiation-related accidents, 157–159 Sasser.ftp (malware), 297
controlling risk factors, 542–545 relational database Satmetrix Net Promoter, 227
dimensions of, 539–540, 553 described, 213, 237 scalability, 194
implementation and, 540–541, 553 entity-relationship diagram, 237 SCM systems. See supply chain management
project size, project risk and, 540, 553 normalization, 220
project structure, project risk and, 540, 553 organizing data in, 214–215, 237 (SCM) systems
Promoted Trends, 386 referential integrity, 220 scope of work, project management, 530
property rights, 126, 138–141 tables, 214–215, 216, 237 scoring models, business process redesign,
protocol, 251 remote work, 8
prototype, 506 repetitive stress injury (RSI), 149 535–536
prototyping, 507–508, 519 report generator, 509 Scrum (software), 547
Request for Proposal (RFP), 510 search engine marketing, 122, 270, 393
requirements analysis, 497–498, 499, 573–574 search engine optimization (SEO), 270
responsibility, 129 search engines, 269–271, 393
revenue models Second Life, 60
e-commerce, 387–389, 407 Secure Hypertext Transfer Protocol. See S-
Facebook, 390
HTTP
Secure Sockets Layer. See SSL

I 16 Index

Securities and Exchange Commission (SEC), social change, technology and, 144–145 for supply chain management, 344
440 social class equity, computer usage and testing, 322
as trade secret, 139
security Internet access, 146, 148 virtualization software, 182, 184, 186, 200
cloud computing, 320, 321, 326 social engineering, 302, 313 virus and firewall software, 185
defined, 293 social networking vulnerability to threats from, 303–304, 323
legal liability, 306–307 walkthrough, 322
of telephone systems, 294 about, 6, 7, 274, 371, 375 Web services, 189–191, 200–201
outsourcing, 319 business models, 384 Web software, 180
security breaches, 203 as collaboration tool, 60 See also collaboration tools
security policy, 310, 326 community-building tools, 384 Software and Information Industry Association
Wi-Fi, 279, 323 e-commerce and, 375, 376, 378, 379, 389 (SIIA), 141
of Wi-Fi networks, 295–296, 316–317, 326 malware and, 291, 297 software as a service (SaaS), 7, 87, 142, 193,
of wireless networks, 295–296, 316–317 for marketing, 371 194, 195, 203, 205, 357
See also cybercrime; data security; for mobile devices, 400–401 software controls, 308
information systems security; Internet See also Facebook; LinkedIn; MySpace; software integration, 181
security threats Twitter software localization, 579, 581–582
social relationships, computer threats to, software metrics, 322, 326
security breaches, 203 144–145 software packages, 191
security policy, 310, 326 social shopping, 389 solar power, 36
select operation, 215, 216 Socialtext (software), 66 space shifting, 12
self-managed teams, 92 sociotechnical design, 548 spam, 145–146
semantic Web, 274–275 sociotechnical systems, 29–30, 33 spam filtering software, 146
semistructured decisions, 456, 471–473, 479 software, 16, 20, 165, 200 sponsorships, marketing, 393
senior management, 18, 56, 59 Ajax (software), 189 spoofing, 299
antivirus and antispyware software, 316, Sportsvite, 384
decision support for, 473–475, 477 326 Spybot S&D (software), 316
sensitivity analysis, 472 application server software, 229 spyware, 135, 298
SEO. See Search engine optimization application software, 166 Spyware Doctor (software), 316
sequences (data analysis), 225 application software packages, 509, SQL (software), 217–218
server computer, 248 510–511, 519 SQL injection attacks, 298, 301
server software, 248 apps, 193–194 SQL Server (Microsoft), 179, 213, 218
servers, 163, 168, 180 bugs, 135, 143, 303, 326 SQLAzure Database (Microsoft), 217
business analytics software, 453, 463, 473 SSIDs (service set identifiers), 295–296, 316
blade servers, 163, 176, 177, 186 for business process management, SSL (Secure Sockets Layer), 317
proxy servers, 315 493–494 standard operating procedures, 84
service level agreement (SLA), 193, 320 capacity planning, 194 Staples.com, 382
service-oriented architecture (SOA), 190 client operating system software, 177 Star Alliance, 494
service-oriented computing, 515 cloud-based software, 183, 193, 203–205 star topology, 254, 255
service platforms, 360–361, 364 cloud software as a service, 183 stateful inspection, 315
service providers, 383, 384 coordinating software releases, 574 "stickiness," 387
service set identifiers. See SSIDs copyright protection of, 139–140 storage area networks. See SANs
service workers, 18 for customer relationship management Storefinder (application), 400
SFA. See sales force automation (CRM) systems, 351–352, 512 Storm (malware), 297
SharePoint (Microsoft), 7, 61, 64, 76, 424, 463 database software, 179 strategic information systems, 116
SharePoint Designer (Microsoft), 180 debugging, 143, 323 strategic systems, 111, 115
SharePoint Enterprise Search, 415 enterprise software, 177, 191, 338–339 strategic systems analysis, 112
ShopItToMe, 453 external sources for, 191 strategic transitions, 112
shopping bots, 271–272 financial investment in, 195 streaming, 383–384
signals, digital vs. analog, 252–253 in global business, 574 structure chart, 503, 504
SIIA. See Software and Information Industry liability and, 142, 143 structure mining, 228
Association localization, 579, 581–582 structured decisions, 456, 479
Simon framework, 461 malware, 296 structured knowledge, 422–423
Simple Object Access Protocol. See SOAP mashups, 193, 201, 272 structured methodologies, 502–503
Simple Storage Service (S3) (Amazon), 183, 204 metrics, 322, 326 Structured Query Language. See SQL
SimpleDB (Amazon), 217 for networking and telecommunications, "stub quotes," 439
six sigma, 490, 519 180 Stylehive, 389
Skype, 62, 245, 265 on-demand model, 203 subnotebooks, 7, 181
SLA. See service level agreement open source software, 187–188, 200, 357 subscription revenue model, 388
Slifter, 399 outsourcing, 192 substitute products and services, 96, 101
Smart Business Application Development & patches, 303, 304 Sun Java, 180
Test (IBM), 183 patent protection, 140 Sun Microsystems OpenOffice, 188
smart card, 313, 326 pirated, 141 Sun Solaris, 323
smart grid, 36–38 power management software, 186 supercomputers, 182
SmartGridCity Project (Boulder, CO), 36 project management tools, 527–528, SuperDAT Remediation Tool (McAfee), 304
smartphones, 9, 79, 111, 177, 178, 181, 185, 188, 548–549 supplier intimacy, 14, 99
194, 247, 275, 277, 294, 374, 382, 400, 401 quality of, 143, 320, 322–323 suppliers, 96
See also Android; BlackBerry; Droid; scalability, 194 supply chain, 340
iPhone securing quality, 320, 322–323 demand-driven supply chains, 347–348
sniffing, 299, 313, 326 server software, 248 execution systems, 344
SOA. See service-oriented architecture service level agreement (SLA), 320 global supply chains, 346–347
SOAP (Simple Object Access Protocol), 190 site-building packages, 404
Sobig.F (malware), 297 spam filtering software, 146
social assets, 27, 28
social bookmarking, 424–425, 445

Index I 17

planning systems, 342, 344 Web services, 189–191, 200–201, 515 total cost of ownership (TCO), 195–196, 201,
supply chain execution systems, 344 See also business process redesign; project 538
supply chain management (SCM) systems, 51, management
systems life cycle, 506–507, 519 total quality management (TQM), 490, 519
53, 72, 335–336, 340–344, 356, 363 touch interface, 177
bullwhip effect, 342–343 T touch point, 350
business value of, 348 T1 lines, 258 touchpads, 178
demand planning, 344 T3 lines, 258 TouchSmart computer (HP), 178
just-in-time (JIT) strategy, 9, 342 tablet computers, 103, 181 Toxic Substances Control Act of 1976!, 15
software for, 344 tacit knowledge, 417, 432 TPS. See transaction processing systems
supply chain planning systems, 342, 344 tangible benefits, 537 TQM. See total quality management
support activities, 104 task force-networked organizations, 92 trackbacks, 273
surface Web, 269 task force organization, 88 "tradable service" jobs, 8
surveillance. See privacy taxonomy, 423 trade secrets, 139
Surveyor (software) (Verdiem), 186 TCO. See total cost of ownership transaction brokers, 383, 384
survival, as business objective, 14–15 TCP (Transmission Control Protocol), 251, 258 transaction cost theory, 89–90
switches, 248 TCP/IP (Transmission Control transaction costs, 376
switching costs, 99, 356 transaction fee revenue model, 388–389
Sybase Adaptive Server Enterprise, 179 Protocol/Internet Protocol), 169–170, 174, transaction processing systems (TPS), 45–47,
symmetric key encryption, 317 175, 180, 251, 258
synergies, 107, 116 teams, 56, 59 72, 471
system errors, 142, 143 teamwork. See collaboration; collaboration tools transborder data flow, 565
system quality, 126, 142, 143 technology transistors
system testing, 499 ethical issues arising from, 122, 126–128,
systems analysis, 68, 496–499, 501 155 as disruptive technology, 87
feasibility study, 497 information systems and, 20–21, 23–24 nanotechnology, 171
requirements analysis, 497, 499, 573–574 intellectual property rights, 141, 155 Transmission Control Protocol. See TCP
systems analysts, 68 organization and, 93 Transmission Control Protocol/Internet
systems design, 498–499, 501, 546, 548 quality of life issues and, 143–144 Protocol. See TCP/IP
cooptation, 574 reengineering job loss from use of, 146 transmission speed, 257
structured methodologies, 502–503 social change and, 144 transnational firms, 568, 584
systems development, 496–506, 519 See also information technology See also global business; international
about, 494, 496 technology services, 166 information systems
agile development, 514–515 technology standards, 174 transnational systems units, 569
application software packages, 166, 509, technostress, 149–150 transport layer, 251
510–511, 519 telecommunications industry, competition in, travel industry, terrorist watch-list database,
capital budgeting for, 538 79–80 240–241
component-based development, 515 telecommunications technology, 20, 166 Traveler Redress Inquiry Program (TRIP), 241
computer-aided software engineering telephone networks, 247 Travelocity, 102
(CASE), 505–506 telephone systems, 252 TRIP. See Traveler Redress Inquiry Program
conversion, 500, 501 IP phone systems, 265 Trojan horses, 291, 296, 298
core activities, 497–501 liability and, 142 TRUSTe, 137
critical success factors (CSFs), 532, 534 security, 294 tuples, 214
defined, 494 telepresence, 61, 62, 76 TV.com, 118
documentation, 501 television, cognitive effects of, 151 "tweets," 385
end-user development, 508–510, 519 television industry, Internet and, 118–119 twisted wire, 255, 284
feasibility study, 497 telework, 7, 8 Twitter, 204, 291, 297, 372, 383, 384, 385–386,
fourth-generation languages, 508–510 TelNet, 261 400
IS costs and benefits, 537–538 terrorist watch-list database, 240–241 two-tiered client/server architecture, 169
joint application design (JAD), 514, 519 test plan, 500 Typepad.com, 216
linking systems projects to business plan, testing
532 of software, 322 U
maintenance, 501 systems development, 499 U-verse (AT&T), 118
object-oriented development, 503–505 text messaging, 60, 146, 147 ubiquity, of e-commerce, 374–376
outsourcing, 511, 513, 519 text mining, 226–228, 237 UDDI (Universal Description, Discovery, and
portfolio analysis, 534–535 textbooks, 102, 103
production, 501 "thick client" model, 52 Integration), 190
programming, 499, 501 Third World countries, 564 Ultra Mobile Broadband (UMB), 276
prototyping, 507–508, 519 ThisNext, 389 "unfreezing," 93
rapid application development (RAD), ThomasNet.com, 229 unified communications, 265, 267
514–515, 519 3 G networks, 276, 284 unified threat management (UTM) systems,
real options pricing models (ROPMs), tiered service, 262
538–539 time, project management, 530 316
requirements analysis, 497–498, 499, time shifting, 11–12 uniform resource locator. See URL
573–574 time/space collaboration tool matrix, 67 unit testing, 499, 587
scoring models, 535–536 Times Square bomber, 242 United States
service-oriented computing, 515 token, 326
structured methodologies, 502–503 Token Ring networking software, 254 cyberwarfare against, 329–331
systems analysis, 68, 496–499 tokens, 313 globalization and employment, 8, 11
systems design, 498–499 top-level domain, 258 Universal Description, Discovery, and
systems life cycle, 506–507, 519 topology, 254, 255 Integration. See UDDI
testing, 499, 501 Unix (operating system), 174, 175, 176, 177,
180, 188, 323
unstructured decisions, 456, 479
URL (uniform resource locator), 269
U.S. CAN-SPAM Act of 2003, 146

I 18 Index

U.S. Department of Defense Advanced search engines, 269–271 wireless handheld devices, 245
Research Projects Agency. See DARPA semantic Web, 274–275 wireless Internet access, 277–279, 284
social technology, 376, 378 wireless modems, 253
U.S. stock market, 439, 461 surface Web, 269 wireless networks
usage mining, 228 trends in, 274–275
user-designer communications gap, 541–542 ubiquity of, 374–376 about, 276
user interface, 507, 530 unique nature of, 374–378, 407 security challenges to, 295–296, 316–317
user requirements, 573 universal standards, 376, 377 security measures for, 316–317
Utah, texting while driving legislation, 147, 148 Web 2.0!, 7, 272–273, 297, 357 wireless platforms, 248
Utilitarian Principle, 130, 155 Web 3.0!, 274, 275 wireless sensor networks. See WSNs
UTM systems. See unified threat management See also Internet wireless technology, 9, 37, 245, 275–281
Web 2.0!, 7, 272–273, 297, 357 wireless transmission media, 256–257, 284
(UTM) systems Web 3.0!, 274, 275 wisdom, 417
Web-based collaboration environments, 61–68 "wisdom of crowds," 57, 391–392
V Web beacons, 121, 135, 137 WMS. See Warehouse Management System
value chain, 102, 116 Web browsers, 188 word processing software, as disruptive
Web bugs, 121, 135, 137, 303, 326 technology, 87
global value chain, 576–577 Web conferencing, 7, 12, 61 work
value chain model, 102, 104–105, 116 Web mashups, 193, 272, 291 changed by technology, 144
value web, 106, 107, 116 Web mining, 226, 228, 237 changing nature of, 56
VAX computers, 168 Web servers, 169, 254, 269 See also jobs
VDTs. See video display terminals Web services, 189–191, 200–201, 515 work crossovers, 448
Venuing (app), 3 Web services description language. See WSDL workgroup collaboration, 61
Verdiem Surveyor (software), 186 Web sites workgroup network model, 254
video, marketing, 393 budgeting for, 405 WorkZone (software), 66
video display terminals (VDTs), 150 building an e-commerce site, 401–405, 408 World Intellectual Property Organization
video games, cognitive effects of, 151 building in-house vs. outsourcing, 403–405 Treaty, 141
video ID filtering, 118 defined, 268 World Wide Web, 21, 87, 175, 261
videoconferencing, 7, 12, 61, 62, 62–63 hosting, 404–405 See also Web
viral marketing, 389–390 personalization, 376, 378, 390, 392, 393, World Wide Web Consortium (W3C), 189, 260,
virtual company (virtual organization), 109 394, 395 284
virtual meeting systems, 7, 12, 61–62 visitor tracking, 127, 134, 137, 390, 392, Worldwide Interoperability for Microwave
virtual private networks. See VPNs 393, 394 Access. See WiMax
Virtual Reality Modeling Language. See VRML Web structure mining, 228 worms (malware), 296, 326
virtual reality systems, 428, 429, 431, 445 Web tracking, 121, 127, 134, 137, 390, 393 WPA2 (Wi-Fi Protected Access 2), 316
Virtual Server (Microsoft), 182 WebEx (software), 62 WSDL (Web services description language), 190
virtual worlds, as collaboration tool, 61 WebFocus (software), 466 WSNs (wireless sensor networks), 281, 285
virtualization, 182, 184, 186, 200 WEP (wired equivalent privacy), 296, 316
virus protection, 185 Wi-Fi networks, 249, 253, 277 X
Virus Scan (software), 304 case study, 245 Xanga.com, 273
viruses (malware), 296, 326 hotspots, 278 Xbox 360!, 411
visitor tracking (of Web sites), 127, 134, 137, security challenges to, 295–296, 326 Xboxlive.com, 388
security measures for, 316–317 Xdrive.com, 383
390, 392, 393, 394 standards, 277, 285, 316 XML (extensible markup language), 189–190
VistA (software), 523 Wi-Fi Protected Access 2!. See WPA2
VMware (software), 182, 186 Wi-Fi standards, 277, 285 Y
voice networks, 247 802.11b standard, 277 Yahoo!, 118, 121, 134, 137, 270, 278, 287–289,
VoIP (Voice over IP), 264–265, 284, 294, 295 802.11g standard, 277
VPNs (virtual private networks), 267–268, 284, 802.11i specification, 316 382, 383, 401
802.11n standard, 277, 279 Yahoo! Messenger, 264
316, 577 wide-area networks. See WANs YouTube, 102, 118, 119, 136, 262, 271, 272, 389
VRML (Virtual Reality Modeling Language), wiki software, 273
Wikipedia, 60, 151 Z
430 wikis ZCS. See Zimbra Collaboration Suite
about, 7, 273 ZeuS (trojan horse), 291, 298
W as collaboration tool, 60, 445 Zillow.com, 141
W3C. See World Wide Web Consortium malware and, 297 Zimbra Collaboration Suite (ZCS), 512
walkthrough, 322 Wikitude, 400 Zoho Notebook Project, 66
Wall Street Journal, 388 WiMax, 279, 285
WANs (wide-area networks), 180, 253, 254, 284 Windows Live Messenger, 264
war driving, 295–296 Windows Server (Microsoft), 177, 180, 182, 248,
Warehouse Management System (WMS), 344 254, 323
Web, 268–275 Windows Vista (Microsoft), 323
Windows Vista Service Pack 2 (Microsoft), 303
about, 268 Windows Vista Ultimate (Microsoft), 323
customization, 376, 378 Wintel standard, 168, 174, 175
"deep Web," 269 wired equivalent privacy. See WEP
employer surveillance of, 134, 264, wireless advertising, 400–401
266–267
global reach, 376, 377
information density, 376, 377–378
information richness, 376, 377
interactivity, 376, 377
personalization, 376, 378, 390, 392, 393,
394, 395

REVIEWERS AND CONSULTANTS

CONSULTANTS SWITZERLAND

AUSTRALIA Andrew C. Boynton, International Institute for
Management Development
Robert MacGregor, University of Wollongong
Alan Underwood, Queensland University of Walter Brenner, University of St. Gallen
Technology Donald A. Marchand, International Institute for

CANADA Management Development

Wynne W. Chin, University of Calgary UNITED KINGDOM
Len Fertuck, University of Toronto
Robert C. Goldstein, University of British Columbia ENGLAND
Rebecca Grant, University of Victoria
Kevin Leonard, Wilfrid Laurier University G.R. Hidderley, University of Central England,
Anne B. Pidduck, University of Waterloo Birmingham

GERMANY Christopher Kimble, University of York
Jonathan Liebenau, London School of
Lutz M. Kolbe, University of Göttingen
Detlef Schoder, University of Cologne Economics and Political Science
Kecheng Liu, Staffordshire University
GREECE
SCOTLAND
Anastasios V. Katos, University of Macedonia
William N. Dyer, Falkirk College of Technology
HONG KONG
UNITED STATES OF AMERICA
Enoch Tse, Hong Kong Baptist University
Tom Abraham, Kean University
INDIA Evans Adams, Fort Lewis College
Kamal Nayan Agarwal, Howard University
Sanjiv D. Vaidya, Indian Institute of Roy Alvarez, Cornell University
Management, Calcutta Chandra S. Amaravadi, Western Illinois University
Beverly Amer, Northern Arizona University
ISRAEL John Anderson, Northeastern State University
Arben Asllani, Faytetteville State University
Phillip Ein-Dor, Tel-Aviv University David Bahn, Metropolitan State University of Minnesota
Peretz Shoval, Ben Gurion University Rahul C. Basole, Georgia Institute of Technology
Jon W. Beard, University of Richmond
MEXICO Patrick Becka, Indiana University Southeast
Michel Benaroch, Syracuse University
Noe Urzua Bustamante, Universidad Cynthia Bennett, University of Arkansas at Pine Bluff
Tecnológica de México David Bradbard, Winthrop University
Nancy Brome, Southern NH University
NETHERLANDS Kimberly Cass, University of Redlands
Jason Chen, Gonzaga University
E.O. de Brock, University of Groningen P. C. Chu, Ohio State University, Columbus
Theo Thiadens, University of Twente Kungwen Chu, Purdue University, Calumet
Charles Van Der Mast, Delft University of Technology Richard Clemens, West Virginia Wesleyan College
Lynn Collen, St. Cloud State University
PUERTO RICO, Daniel Connolly, University of Denver
Jakov Crnkovic, SUNY Albany
Commonwealth of the United States Albert Cruz, National University
Brunilda Marrero, University of Puerto Rico John Dalphin, SUNY Potsdam
Marica Deeb, Waynesburg College
SOUTH AFRICA William DeLone, American University
Vasant Dhar, New York University
Daniel Botha, University of Stellenbosch Cindy Drexel, Western State College of Colorado
Warren W. Fisher, Stephen F. Austin State University
SWEDEN William B. Fredenberger, Valdosta State University
Bob Fulkerth, Golden Gate University
Mats Daniels, Uppsala University

Mark A. Fuller, Baylor University Sheizaf Rafaeli, University of Michigan
Minnie Ghent, Florida Atlantic University Sasan Rahmatian, California State University, Fresno
Amita Goyal, Virginia Commonwealth University Mary Reed, Jamestown College
Bobby Granville, Florida A&M University Brian Reithel, University of Mississippi
Jeet Gupta, Ball State University Eliot Rich, University at Albany, SUNY
Vijay Gurbaxani, University of California, Irvine Leasa Richards-Mealy, Columbia College
Rassule Hadidi, University of Illinois, Springfield James Riha, Northern Illinois University
Jeff Harper, Indiana State University Stephanie Robbins, University of North Carolina,
William L. Harrison, Oregon State University
Joe Harrison, Union University Charlotte
Albert M. Hayashi, Loyola Marymount University Marcel Robelis, University of North Dakota
Anthony Hendrickson, Iowa State University Juan Robertson, Central Washington University
Michelle Hepner, University of Central Oklahoma Ian Robinson, University of San Francisco
Rick Hicks, Florida Atlantic University Alan Roper, Golden Gate University
Marianne Hill, Furman University Paula Ruby, Arkansas State University
Bart Hodge, Virginia Commonwealth University Naveed Saleem, University of Houston, Clear Lake
Jack Hogue, University of North Carolina, Charlotte Joko W. Saputro, University of Wisconsin, Madison
Rui Huang, Binghamton University, SUNY David Scanlan, California State University, Sacramento
George Jacobson, California State University, Los Angeles Werner Schenk, University of Rochester
Carolyn Jacobson, Marymount University Kala Chand Seal, Loyola Marymount University
Murray Jennex, University of Phoenix Richard S. Segall, Arkansas State University
Rob Kauffman, University of Minnesota Sherri Shade, Kennesaw State University
Timothy Kayworth, Baylor University Ivan J. Singer, University of Hartford
Robert W. Key, University of Phoenix Rod Sink, Northern Illinois University
Stephen Klein, Ramapo College Jill Y. Smith, University of Denver
Virginia Kleist, West Virginia State University Guy Smith, Embry-Riddle Aeronautical University
Cenk Kocas, Michigan State University Kathy Stevens, Merrimack College
Brian Kovar, Kansas State University Troy Strader, Drake University
Al Lederer, University of Kentucky Dennis Strouble, Bowling Green State University
Robert Lee, Chapman University Michael JD Sutton, Kent State University
Roger Letts, Fairleigh Dickinson University E. Burton Swanson, University of California, Los
Stanley Lewis, The University of Southern Mississippi
Teresita Leyell, Washburn University Angeles
Susan K. Lippert, George Washington University Gladys Swindler, Fort Hays State University
Bruce Lo, University of Wisconsin-Eau Claire Bernadette Szajna, Texas Christian University
Carl Longnecker, Loyola University John Tarjan, California State University, Bakersfield
Treise Lynn, Wingate University Pam Taylor, University of Tennessee at Chattanooga
Jane Mackay, Texas Christian University David Teneyuca, Schreiner University
Efrem G. Mallach, University of Massachusetts, Lowell Claire Theriault-Perkins, University of Maine at Augusta
Gary Margot, Ashland University Jennifer Thomas, Pace University
Kipp Martin, University of Chicago Kranti Toraskar, Penn State University
Richard O. Mason, Southern Methodist University Goran Trajkovski, Towson University
Khris McAlister, University of Alabama, Birmingham Duane Truex, Georgia State University
Ronald E. McGaughey, Arkansas Tech University Douglas Turner, State University of West Georgia
Roger McHaney, Kansas State University B.S. Vijayaraman, University of Akron
Patricia McQuaid, California Polytechnic State Institute Patrick J. Walsh, State University of New York,
Charles Menifield, University of Memphis
Lisa Miller, University of Central Oklahoma Binghamton
Cindi Nadelman, New England College Diane Walz, University of Texas, San Antonio
Peter J. Natale, Regent University Peter Weill, Massachusetts Institute of Technology
Denise Nitterhouse, DePaul University Frederick Wheeler, University of Maryland, University
Alan Graham Peace, West Virginia University
Leah R. Pietron, University of Nebraska College
Jack Powell, University of South Dakota Lanny Wilke, Montana State University-Northern
Leonard Presby, William Patterson University Karen L. Williams, University of Texas at San Antonio
Jennifer Williams, University of Southern Indiana
Paul Witman, California Lutheran University
Erma Wood, University of Arkansas, Little Rock
Kathie Wright, Purdue University