Management Information Systems - George M. Marakas, George Marakas, James A. O'Brien - Hardcover - NON-FICTION - ENGLISH - 9780073376769

Summary: The benchmark text for the syllabus organized by technology (a week on databases, a week on networks, a week on systems development, etc.) taught from a managerial perspective. O�Brien defines technology and then explains how companies use the technology to improve performance. Real world cases finalize the explanation. Academic Level : Scholarly/Graduate Author : James A. O'Brien, George M. Marakas, George Marakas Binding : Hardcover BISAC Subject : Business & Economics / Information Management Book Type : NON-FICTION Dewey : 658.4/038011 Edition : 9, 9 HAR/ONL, Subsequent Language : ENGLISH LCCN : 2008035967 Library Subject : Management information systems Pages : 640, 659, p. cm, xxxii, 659 p. : Place of Publication : United States Publication Date : 10/23/2008, 11/27/2008 Subject Development : Business Textual Format : Computer Applications, Textbooks, Lower level Table of Contents Module I Foundation Concepts 2 (72) Foundations of Information Systems in Business 3 (40) Foundation Concepts: Information Systems in Business 4 (20) The Real World of Information Systems 4 (1) What Is an Information System? 4 (1) Real World Case 1: Sew What? Inc.: The Role of Information Technology in Small Business Success 5 (3) The Fundamental Roles of IS in Business 8 (2) Trends in Information Systems 10 (1) The Role of e-Business in Business 11 (2) Types of Information Systems 13 (1) Operations Support Systems 13 (1) Management Support Systems 14 (1) Other Classifications of Information Systems 15 (1) Managerial Challenges of Information Technology 16 (1) Success and Failure with IT 17 (1) Developing IS Solutions 18 (1) Challenges and Ethics of IT 19 (1) Challenges of IT Careers 20 (3) The IS Function 23 (1) Foundation Concepts: The Components of Information Systems 24 (19) System Concepts: A Foundation 24 (1) What Is a System? 24 (1) Real World Case 2: JetBlue and the Veterans Administration: The Critical Importance of IT Processes 25 (2) Feedback and Control 27 (1) Other System Characteristics 27 (2) Components of an Information System 29 (1) Information System Resources 30 (1) People Resources 30 (1) Hardware Resources 30 (1) Software Resources 31 (1) Data Resources 31 (1) Network Resources 32 (1) Information System Activities 33 (1) Input of Data Resources 33 (1) Processing of Data into Information 33 (1) Output of Information Products 33 (1) Storage of Data Resources 34 (1) Control of System Performance 34 (1) Recognizing Information Systems 34 (5) Real World Case 3: Heidelberg, Honeywell, and Eaton: Using Information Technology to Build Smart Products and Services 39 (2) Real World Case 4: Lufthansa: Taking Mobile Computing to the Skies While Keeping the Mobile Workforce Connected 41 (2) Competing with Information Technology 43 (31) Fundamentals of Strategic Advantage 44 (30) Strategic IT 44 (1) Competitive Strategy Concepts 44 (1) Competitive Forces and Strategies 44 (1) Real World Case 1: IT Leaders: Reinventing IT as a Strategic Business Partner 45 (3) Strategic Uses of Information Technology 48 (1) Other Strategic Initiatives 48 (4) Building a Customer-Focused Business 52 (2) The Value Chain and Strategic IS 54 (1) Value Chain Examples 54 (2) Section II: Using Information Technology for Strategic Advantage 56 (1) Strategic Uses of IT 56 (1) Reengineering Business Processes 56 (1) The Role of Information Technology 56 (1) Real World Case 2: Wachovia and Others: Trading Securities at the Speed of Light 57 (3) Becoming an Agile Company 60 (2) Creating a Virtual Company 62 (1) Virtual Company Strategies 62 (1) Building a Knowledge-Creating Company 63 (1) Knowledge Management Systems 64 (5) Real World Case 3: GE, Dell, Intel, GM, and Others: Debating the Competitive Advantage of Information Technology 69 (2) Real World Case 4: GE Energy and GE Healthcare: Using Information Technology to Create Strategic Customer Relationships 71 (3) Module II Information Technologies 74 (186) Computer Hardware 75 (50) Computer Systems: End-User and Enterprise Computing 76 (18) Introduction 76 (1) A Brief History of Computer Hardware 76 (1) Real World Case 1: IBM, Wachovia, and PayPal: Grid Computing Makes It Easier and Cheaper 77 (3) Types of Computer Systems 80 (1) Microcomputer Systems 81 (2) Computer Terminals 83 (1) Network Computers 83 (1) Information Appliances 84 (1) Midrange Systems 85 (2) Mainframe Computer Systems 87 (1) Supercomputer Systems 88 (1) The Next Wave of Computing 89 (1) Technical Note: The Computer System Concept 89 (2) Computer Processing Speeds 91 (1) Moore's Law: Where Do We Go from Here? 91 (3) Computer Peripherals: Input, Output, and Storage Technologies 94 (31) Peripherals 94 (1) Input Technologies 94 (1) Pointing Devices 94 (1) Real World Case 2: Apple, Microsoft, IBM, and Others: The Touch Screen Comes of Age 95 (2) Pen-Based Computing 97 (1) Speech Recognition Systems 98 (2) Optical Scanning 100 (2) Other Input Technologies 102 (1) Output Technologies 102 (1) Video Output 103 (1) Printed Output 103 (1) Storage Trade-Offs 104 (1) Computer Storage Fundamentals 105 (1) Direct and Sequential Access 106 (1) Semiconductor Memory 107 (2) Magnetic Disks 109 (1) Types of Magnetic Disks 109 (1) RAID Storage 110 (1) Magnetic Tape 110 (1) Optical Disks 110 (2) Business Applications 112 (1) Radio Frequency Identification 112 (1) RFID Privacy Issues 113 (2) Predictions for the Future 115 (6) Real World Case 3: Northrup Grumman, Boeing, and Others: Employee Connectivity Trumps ROI as Wireless Mobile Devices Change the Work Environment 121 (2) Real World Case 4: Apple Inc.: The iPod, the iMac, and the Business Lessons of Closed Systems 123 (2) Computes Software 125 (44) Application Software: End-User Applications 126 (15) Introduction to Software 126 (1) What Is Software? 126 (1) Types of Software 126 (1) Application Software for End Users 126 (1) Real World Case 1: Wolf Peak International: Failure and Success in Application Software for the Small to Medium Enterprise 127 (3) Business Application Software 130 (1) Software Suites and Integrated Packages 131 (1) Web Browsers and More 132 (1) Electronic Mail, Instant Messaging, and Weblogs 132 (2) Word Processing and Desktop Publishing 134 (1) Electronic Spreadsheets 135 (1) Presentation Graphics 136 (1) Personal Information Managers 137 (1) Groupware 137 (1) Software Alternatives 138 (1) Application Service Providers 138 (2) Software Licensing 140 (1) System Software: Computer System Management 141 (28) System Software Overview 141 (1) Overview 141 (1) Operating Systems 141 (1) Operating Systems Functions 141 (1) Real World Case 2: Power Distribution and Law Enforcement: Reaping the Benefits of Sharing Data Through XML 142 (3) Microsoft Windows 145 (1) UNIX 146 (1) Linux 147 (1) Open-source Software 147 (1) OpenOffice.org 2 148 (1) Mac OSX 148 (2) Other System Management Programs 150 (1) Programming Languages 151 (1) Machine Languages 151 (1) Assembler Languages 151 (1) High-Level Languages 152 (1) Fourth-Generation Languages 152 (1) Object-Oriented Languages 153 (1) Web Languages and Services 154 (1) HTML 154 (1) XML 154 (2) Java and NET 156 (1) Web Services 157 (2) Programming Software 159 (1) Language Translator Programs 159 (1) Programming Tools 160 (5) Real World Case 3: Microsoft and Others: Developing Software for How Companies Do Business 165 (2) Real World Case 4: Google, Microsoft, and Others: Transforming the Desktop with Web Top Software Applications 167 (2) Data Resource Management 169 (40) Technical Foundations of Database Management 170 (15) Database Management 170 (1) Fundamental Data Concepts 170 (1) Character 170 (1) Field 170 (1) Record 170 (1) Real World Case 1: Cogent Communications, Intel, and Others: Mergers Go More Smoothly When Your Data Are Ready 171 (2) File 173 (1) Database 174 (1) Database Structures 174 (1) Hierarchical Structure 175 (1) Network Structure 175 (1) Relational Structure 176 (1) Relational Operations 176 (1) Multidimensional Structure 177 (1) Objected-Oriented Structure 178 (1) Evaluation of Database Structures 179 (1) Database Development 180 (1) Data Planning and Database Design 181 (4) Managing Data Resources 185 (24) Data Resource Management 185 (1) Types of Databases 185 (1) Operational Databases 185 (1) Distributed Databases 185 (1) Real World Case 2: Applebee's, Travelocity, and Others: Data Mining for Business Decisions 186 (3) External Databases 189 (1) Hypermedia Databases 189 (1) Data Warehouses and Data Mining 190 (1) Data Mining 191 (2) Traditional File Processing 193 (1) Problems of File Processing 194 (2) The Database Management Approach 196 (1) Database Management System 196 (2) Database Interrogation 198 (1) Database Maintenance 199 (1) Application Development 200 (4) Real World Case 3: Amazon, eBay, and Google: Unlocking and Sharing Business Databases 204 (2) Real World Case 4: Emerson and Sanofi: Data Stewards Seek Data Conformity 206 (3) Telecommunications and Networks 209 (51) The Networked Enterprise 210 (16) The Networked Enterprise 210 (1) The Concept of a Network 210 (1) Metcalfe's Law 210 (1) Real World Case 1: Starbucks and Others: The Future of Public Wi-Fi 211 (2) Trends in Telecommunications 213 (1) Industry Trends 213 (1) Technology Trends 214 (1) Business Application Trends 215 (1) Internet2 215 (1) The Business Value of Telecommunications Networks 216 (1) The Internet Revolution 217 (1) Internet Service Providers 217 (1) Internet Applications 217 (2) Business Use of the Internet 219 (1) The Business Value of the Internet 220 (1) The Role of Intranets 221 (1) The Business Value of Intranets 221 (2) The Role of Extranets 223 (3) Telecommunications Network Alternatives 226 (34) Telecommunications Alternatives 226 (1) A Telecommunications Network Model 226 (1) Real World Case 2: Metric & Multistandard Components Corp.: The Business Value of a Secure Self-Managed Network for a Small-to-Medium Business 227 (2) Types of Telecommunications Networks 229 (1) Wide Area Networks 229 (1) Local Area Networks 229 (2) Virtual Private Networks 231 (1) Client/Server Networks 232 (1) Network Computing 233 (1) Peer-to-Peer Networks 233 (2) Digital and Analog Signals 235 (1) Telecommunications Media 235 (1) Wired Technologies 236 (1) Twisted-Pair Wire 236 (1) Coaxial Cable 236 (1) Fiber Optics 236 (1) The Problem of ``The Last Mile'' 237 (1) Wireless Technologies 237 (1) Terrestrial Microwave 237 (1) Communications Satellites 238 (1) Cellular and PCS Systems 239 (1) Wireless LANs 239 (1) Bluetooth 239 (1) The Wireless Web 239 (2) Telecommunications Processors 241 (1) Modems 241 (1) Inter-network Processors 242 (1) Multiplexers 243 (1) Telecommunications Software 243 (1) Network Management 243 (1) Network Topologies 244 (1) Network Architectures and Protocols 245 (1) Protocols 245 (1) Network Architectures 245 (1) The OSI Model 245 (2) The Internet's TCP/IP 247 (1) Voice over IP 248 (1) Bandwidth Alternatives 249 (1) Switching Alternatives 250 (1) Network Interoperability 251 (5) Real World Case 3: SAIC, Hewlett-Packard, GE, and Others: The Business Case for Wireless Sensor Networks 256 (2) Real World Case 4: Best Buy, MedStar Health, and Unifi: The Challenges and Benefits of Wireless Mobile Applications 258 (2) Module III Business Applications 260 (174) e-Business Systems 261 (36) e-Business Systems 262 (12) Introduction 262 (1) Cross-Functional Enterprise Applications 262 (1) Enterprise Application Architecture 262 (1) Real World Case 1: Cisco Systems: Telepresence and the Future of Collaboration 263 (3) Enterprise Application Integration 266 (2) Transaction Processing Systems 268 (2) The Transaction Processing Cycle 270 (1) Enterprise Collaboration Systems 271 (1) Tools for Enterprise Collaboration 271 (3) Functional Business Systems 274 (23) Introduction 274 (1) IT in Business 274 (1) Marketing Systems 274 (1) Interactive Marketing 274 (1) Real World Case 2: OHSU, Sony, Novartis, and Others: Strategic Information Systems---It's HR's Turn 275 (3) Targeted Marketing 278 (1) Sales Force Automation 278 (2) Manufacturing Systems 280 (1) Computer-Integrated Manufacturing 280 (2) Human Resource Systems 282 (1) HRM and the Internet 283 (1) HRM and Corporate Intranets 283 (2) Accounting Systems 285 (1) Online Accounting Systems 285 (1) Financial Management Systems 286 (6) Real World Case 3: Hilton Hotels Corporation: Data-Driven Hospitality 292 (2) Real World Case 4: Yahoo, Google, and Chrysler: How the Internet Is Changing Advertising and Marketing 294 (3) Enterprise Business Systems 297 (40) Getting All the Geese Lined Up: Managing at the Enterprise Level 298 (11) Customer Relationship Management: The Business Focus 299 (1) Introduction 299 (1) What Is CRM? 299 (1) Contact and Account Management 299 (1) Sales 299 (1) Real World Case 1: NetSuite Inc., Berlin Packaging, Churchill Downs, and Others: The Secret to CRM Is in the Data 300 (2) Marketing and Fulfillment 302 (1) Customer Service and Support 302 (1) Retention and Loyalty Programs 302 (2) The Three Phases of CRM 304 (1) Benefits and Challenges of CRM 305 (1) CRM Failures 306 (1) Trends in CRM 307 (2) Enterprise Resource Planning: The Business Backbone 309 (28) Introduction 309 (1) What Is ERP? 309 (1) Real World Case 2: IT Leaders, Vertex Distribution, and Prevention Partners: The Future of ERP May Lie with Open Source 310 (3) Benefits and Challenges of ERP 313 (1) The Costs of ERP 313 (2) Causes of ERP Failures 315 (1) Trends in ERP 316 (3) Section III: Supply Chain Management: The Business Network 319 (1) Introduction 319 (1) What Is SCM? 319 (1) Real World Case 3: Perdue Farms and Others: Supply Chain Management Meets the Holiday Season 320 (3) Electronic Data Interchange 323 (1) The Role of SCM 324 (2) Benefits and Challenges of SCM 326 (3) Trends in SCM 329 (6) Real World Case 4: Autosystems: The Business Value of a Successful ERP System for a Small Manufacturer 335 (2) Electronic Commerce Systems 337 (40) Electronic Commerce Fundamentals 338 (12) Introduction to Electronic Commerce 338 (1) The Scope of e-Commerce 338 (1) e-Commerce Technologies 338 (1) Real World Case 1: KitchenAid and the Royal Bank of Canada: Do You Let Your Brand Go Online All by Itself? 339 (3) Categories of e-Commerce 342 (1) Essential e-Commerce Processes 343 (1) Access Control and Security 343 (1) Profiling and Personalizing 344 (1) Search Management 344 (1) Content and Catalog Management 344 (1) Workflow Management 345 (2) Event Notification 347 (1) Collaboration and Trading 347 (1) Electronic Payment Processes 347 (1) Web Payment Processes 347 (1) Electronic Funds Transfer 348 (1) Secure Electronic Payments 348 (2) e-Commerce Applications and Issues 350 (27) e-Commerce Trends 350 (1) Business-to-Consumer e-Commerce 350 (1) Real World Case 2: Entellium, Digg, Peerflix, Zappos, and Jigsaw: Success for Second Movers in e-Commerce 351 (2) e-Commerce Success Factors 353 (3) Web Store Requirements 356 (1) Developing a Web Store 356 (2) Serving Your Customers 358 (1) Managing a Web Store 359 (1) Business-to-Business e-Commerce 360 (1) e-Commerce Marketplaces 361 (2) Clicks and Bricks in e-Commerce 363 (1) e-Commerce Integration 364 (1) Other Clicks-and-Bricks Strategies 365 (1) e-Commerce Channel Choices 365 (7) Real World Case 3: eBay versus Google and Microsoft: The Competitive Battle for e-Commerce Supremacy 372 (2) Real World Case 4: eBay Inc.: Running the Right Play in the Right Country 374 (3) Decision Support Systems 377 (57) Decision Support in Business 378 (27) Introduction 378 (1) Information, Decisions, and Management 378 (1) Information Quality 378 (1) Real World Case 1: Hillman Group, Avnet, and Quaker Chemical: Process Transformation Through Business Intelligence Deployments 379 (3) Decision Structure 382 (1) Decision Support Trends 382 (2) Decision Support Systems 384 (1) Example 385 (1) DSS Components 385 (2) Management Information Systems 387 (1) Management Reporting Alternatives 387 (1) Online Analytical Processing 388 (1) OLAP Examples 389 (3) Geographic Information and Data Visualization Systems 392 (3) Using Decision Support Systems 395 (1) What-if Analysis 395 (1) Sensitivity Analysis 395 (1) Goal-Seeking Analysis 396 (1) Optimization Analysis 396 (1) Data Mining for Decision Support 397 (2) Executive Information Systems 399 (1) Features of an EIS 400 (1) Enterprise Portals and Decision Support 401 (1) Enterprise Information Portals 401 (1) Knowledge Management Systems 402 (3) Artificial Intelligence Technologies in Business 405 (29) Business and AI 405 (1) An Overview of Artificial Intelligence 405 (1) Real World Case 2: Goodyear, JEA, OSUMC, and Monsanto: Cool Technologies Driving Competitive Advantage 406 (2) The Domains of Artificial Intelligence 408 (3) Expert Systems 411 (1) Components of an Expert System 411 (1) Expert System Applications 412 (1) Benefits of Expert Systems 413 (1) Limitations of Expert Systems 413 (2) Developing Expert Systems 415 (1) Knowledge Engineering 416 (1) Neural Networks 417 (1) Fuzzy Logic Systems 418 (1) Fuzzy Logic in Business 419 (1) Genetic Algorithms 419 (2) Virtual Reality 421 (1) VR Applications 421 (1) Intelligent Agents 422 (7) Real World Case 3: Oracle Corporation and Others: Dashboards for Executives and Business Professionals---The Power and the Challenge 429 (2) Real World Case 4: Harrah's Entertainment, Lending Tree, Deep Green Financial, and Cisco Systems: Successes and Challenges of Automated Decision Making 431 (3) Module IV Development Processes 434 (80) Developing Business/IT Strategies 435 (36) Planning Fundamentals 436 (16) Introduction 436 (1) Organizational Planning 436 (1) The Scenario Approach 436 (1) Real World Case 1: Forrester, NMSU, Exante Financial Services, and Others: Getting Real about Strategic Planning 437 (4) Planning for Competitive Advantage 441 (1) SWOT Analysis 441 (2) Business Models and Planning 443 (2) Business/IT Planning 445 (1) Information Technology Architecture 446 (1) Balanced Scorecard 446 (2) Identifying Business/IT Strategies 448 (1) Business Application Planning 449 (1) Business/IT Architecture Planning 450 (2) Implementation Challenges 452 (19) Implementation 452 (1) Implementing Information Technology 452 (1) End-User Resistance and Involvement 452 (1) Real World Case 2: Blue Cross and Blue Shield and Others: Understanding the Science behind Change 453 (4) Change Management 457 (2) A Change Management Process 459 (7) Real World Case 3: 7-Eleven Japan, Eli Lilly, Mohegan Sun, UPS, Vanguard, Carlson Companies, and Raytheon: The Portfolio Approach to IT Investment Planning and Management 466 (2) Real World Case 4: Infosys Technologies: The Implementation Challenges of Knowledge Management Initiatives 468 (3) Developing Business/IT Solutions 471 (43) Developing Business Systems 472 (18) IS Development 472 (1) The Systems Approach 472 (1) Systems Thinking 472 (1) Real World Case 1: PayPal: Going Global All Languages at a Time 473 (2) Systems Analysis and Design 475 (1) The Systems Development Life Cycle 475 (1) Starting the Systems Development Process 475 (1) Feasibility Studies 476 (1) Operational Feasibility 477 (1) Economic Feasibility 477 (1) Technical Feasibility 478 (1) Human Factors Feasibility 479 (1) Legal/Political Feasibility 479 (1) Systems Analysis 479 (1) Organizational Analysis 480 (1) Analysis of the Present System 480 (1) Logical Analysis 481 (1) Functional Requirements Analysis and Determination 481 (1) Systems Design 482 (1) Prototyping 482 (1) The Prototyping Process 483 (2) User Interface Design 485 (1) System Specifications 486 (1) End-User Development 487 (1) Focus on IS Activities 487 (1) Doing End-User Development 488 (2) Implementing Business Systems 490 (24) Implementation 490 (1) Implementing New Systems 490 (1) Real World Case 2: Queen's Medical Center, National Public Radio, Worldspan, and Others: Your IT Project Has Been Backlogged 491 (3) Project Management 494 (1) What Is a Project? 494 (1) The Process of Project Management 494 (2) Evaluating Hardware, Software, and Services 496 (1) Hardware Evaluation Factors 497 (1) Software Evaluation Factors 498 (1) Evaluating IS Services 498 (1) Other Implementation Activities 499 (1) Testing 499 (1) Data Conversion 499 (1) Documentation 500 (1) Training 501 (1) System Conversion Strategies 501 (1) Direct Conversion 501 (1) Parallel Conversion 502 (1) Pilot Conversion 502 (1) Phased Conversion 503 (1) Postimplementation Activities 503 (1) Systems Maintenance 503 (1) Postimplementation Review 503 (6) Real World Case 3: Intuit Inc.: Innovation in Customer-Driven Development of Small Business and Consumer Software 509 (2) Real World Case 4: Hewlett-Packard: Managing the Implementation of Radical Change in IT Staffing, Systems, and Application Development 511 (3) Module V Management Challenges 514 (95) Security and Ethical Challenges 515 (52) Security, Ethical, and Societal Challenges of IT 516 (26) Introduction 516 (1) Business/IT Security, Ethics, and Society 516 (1) Ethical Responsibility of Business Professionals 516 (1) Business Ethics 516 (1) Real World Case 1: Ethics, Moral Dilemmas, and Tough Decisions: The Many Challenges of Working in IT 517 (3) Technology Ethics 520 (1) Ethical Guidelines 520 (2) Computer Crime 522 (1) Hacking and Cracking 523 (2) Cyber Theft 525 (1) Unauthorized Use at Work 526 (2) Software Piracy 528 (1) Theft of Intellectual Property 528 (1) Computer Viruses and Worms 529 (2) Adware and Spyware 531 (2) Privacy Issues 533 (1) Privacy on the Internet 534 (2) Computer Matching 536 (1) Privacy Laws 536 (1) Computer Libel and Censorship 536 (1) The Current State of Cyber Law 537 (1) Other Challenges 537 (1) Employment Challenges 537 (1) Computer Monitoring 538 (1) Challenges in Working Conditions 539 (1) Challenges to Individuality 539 (1) Health Issues 539 (1) Ergonomics 540 (1) Societal Solutions 540 (2) Security Management of Information Technology 542 (25) Introduction 542 (1) Tools of Security Management 542 (1) Real World Case 2: Raymond James Financial, BCD Travel, Houston Texans, and Others: Worrying about What Goes out, Not What Comes in 543 (2) Inter-networked Security Defenses 545 (1) Encryption 545 (1) Firewalls 546 (2) Denial of Service Attacks 548 (1) e-Mail Monitoring 549 (1) Virus Defenses 550 (2) Other Security Measures 552 (1) Security Codes 552 (1) Backup Files 552 (1) Security Monitors 552 (1) Biometric Security 553 (1) Computer Failure Controls 554 (1) Fault-Tolerant Systems 554 (1) Disaster Recovery 555 (1) System Controls and Audits 556 (1) Information System Controls 556 (1) Auditing IT Security 556 (6) Real World Case 3: Cyber Scams: Four Top Cyber Criminals---Who They Are and What They Do 562 (2) Real World Case 4: Lowe's, TCI, Bank of America, ChoicePoint, and Others: Failures in Data Security Management 564 (3) Enterprise and Global Management of Information Technology 567 (42) Managing Information Technology 568 (18) Business and IT 568 (1) Managing Information Technology 568 (1) Real World Case 1: Toyota, Procter & Gamble, Hess Corporation, and Others: Retiring CIOs and the Need for Succession Planning 569 (2) Business/IT Planning 571 (1) Information Technology Architecture 572 (1) Managing the IT Function 573 (1) Organizing IT 574 (1) Managing Application Development 574 (1) Managing IS Operations 575 (1) IT Staff Planning 576 (1) The CIO and Other IT Executives 576 (1) Technology Management 577 (1) Managing User Services 577 (1) Outsourcing and Offshoring IT and IS 578 (1) Outsourcing 578 (1) Offshoring 579 (1) Failures in IT Management 580 (1) Management Involvement 581 (1) IT Governance 582 (4) Managing Global IT 586 (23) The International Dimension 586 (1) Global IT Management 586 (1) Real World Case 2: Reinsurance Group of America and Fonterra: Going for Unified Global Operations 587 (2) Cultural, Political, and Geoeconomic Challenges 589 (2) Global Business/IT Strategies 591 (1) Global Business/IT Applications 592 (2) Global IT Platforms 594 (1) The Internet as a Global IT Platform 595 (1) Global Data Access Issues 596 (2) Internet Access Issues 598 (1) Global Systems Development 598 (1) Systems Development Strategies 599 (6) Real World Case 3: General Motors: Factory IT Faces Its Biggest Test Yet 605 (2) Real World Case 4: IBM Corporation: Competing Globally by Offshoring IT Workers and Giving Away Technology 607 (2) Review Quiz Answers 609 (4) Selected References 613 (10) Glossary for Business Professionals 623 (20) Name Index 643 (3) Company Index 646 (3) Subject Index 649