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ISBN 10: 1119702917
ISBN 13: 978-1119702917
Author: Efraim Turban, Carol Pollard, Gregory Wood
Information Technology for Management, 12th Edition, provides students with a comprehensive understanding of the latest technological developments in IT and the critical drivers of business performance, growth, and sustainability. Integrating feedback from IT managers and practitioners from top-level organizations worldwide, the newest edition of this well-regarded textbook features thoroughly revised content throughout to present students with a realistic, up-to-date view of IT management in the current business environment.
The text offers a flexible, student-friendly presentation of the material through a pedagogy that is designed to help students with different learning styles easily comprehend and retain information. This blended learning approach combines visual, textual, and interactive content—featuring numerous real-world case studies of how businesses use IT to increase efficiency and productivity, strengthen collaboration and communication, and maximize their competitive advantage. Students learn how IT is leveraged to reshape enterprises, engage and retain customers, optimize systems and processes, manage business relationships and projects, and more.
Information Technology for Management Turban 12th Table of contents:
Preface xiii
Acknowledgments xviii
Part 1 Emphasizing Local and Global Sustainability in the on-Demand and Sharing economies
1 Digital Transformation Disrupts Companies, Competition, and Careers Locally and Globally 1
Case 1.1 Opening Case: Uber and Airbnb Innovative Digital Business Models Facilitate Global Expansion and Operational Resilience During the COVID-19 Pandemic 2
Introduction 4
1.1 Doing Business in the On-Demand and Sharing Economies 5
Disruptive Digital Business Models 7
IT’s Role in the On-Demand and Sharing Economies 8
IT—Business Objectives 8
1.2 Business Process Improvement and Competition 10
What Is a Business Process? 11
Improving Business Processes 12
Don’t Automate, Obliterate! 12
Competition 13
1.3 IT Innovation and Disruption 15
Social–Mobile–Analytics–Cloud (SMAC) Model 15
Technology Mega Trends 16
COVID-19 Accelerates Digital Transformation 18
Lessons Learned 19
1.4 IT and You 20
On-Demand ‘Gig’ Workers 21
IT Adds Value to Your Performance and Career 22
Managing and Interpreting Big Data Are High Demand Skills 23
Becoming an Informed IT User 26
Case 1.2 Business Case: The IoT Comes to Sports 29
Case 1.3 Video Case: Creating a Digital Vision to Transform a Company and Improve the Customer Experience 30
2 Information Systems, IT Infrastructure, and the Cloud 31
Case 2.1 Opening Case: The Amazing Story of Tommy Flowers—Creator of the First Programmable Computer 32
Introduction 33
2.1 IS Concepts and Classification 34
IT Adds Value 34
Six Components of an IS 35
Data, Information, Knowledge, and Wisdom 36
Types of Information Systems 37
Transaction Processing System 38
Management Information System 40
Decision Support Systems 40
Executive Information System 41
ISs Exist within Corporate Culture 43
2.2 IT Infrastructure, IT Architecture, and Enterprise Architecture 43
Adding Value with an EA 44
Measuring EA Success 45
EA and Sustainability 46
Developing an EA 47
EA Must Be Dynamic and Evolving 48
2.3 Data Centers and Cloud Computing 48
Data Centers 49
Data Virtualization 50
Cloud Computing 53
Cloud Infrastructure 53
Moving Workloads from the Enterprise to the Cloud 53
Cloud Services 54
Anything-as-a-Service (XaaS) Models 54
Selecting a Cloud Vendor 57
2.4 Virtualization and Virtual Machines 59
Case 2.2 Business Case: Grupo AGORA Upgrades IT to Quench the Thirst of Millions Throughout Spain 64
3 Data Management, Data Warehouses, and Data Governance 66
Case 3.1 Opening Case: ThyssenKrupp Elevator Saves $1.5 Million and 900 Trees by Digitizing Documents 67
Introduction 68
3.1 Data Management 69
Database Technologies 69
Databases 70
Centralized Databases 71
Distributed Databases 72
Database Management System (DBMS) 73
Elements of a DBMS 73
Benefits of a DBMS 79
DBMS Vendor Rankings 80
3.2 Data Warehouses and Data Marts 81
Moving Data from a Database to a Data Warehouse or a Data Mart 81
Building and Using a Data Warehouse 82
Real-Time Support from an Active Data Warehouse 83
Data Lakes 85
3.3 Data Governance and Master Data Management (MDM) 85
Data Governance 85
Master Data and Master Data Management (MDM) 87
Benefits of Data Governance and Master Data Management 89
Information Management 90
Data Life Cycle and Data Principles 90
Harnessing Scattered Data 91
Breaking Down Data Silos 91
Culture Must Change 92
Garbage In, Garbage Out 93
The Cost of Dirty Data 94
3.5 Electronic Document, Record, and Content Management 96
Electronic Document Management 97
Electronic Document Management Systems 97
Electronic Records Management 97
Legal Duty to Retain Business Records 98
Electronic Records Management Systems 99
Enterprise Content Management 100
Enterprise Content Management Systems 100
Choosing an EDMS, ERMS, or ECMS 100
Case 3.2 Business Case: Dirty Data Jeopardize University Fundraising Efforts 104
4 Networks, the Internet of Things (IoT), and Edge Computing 107
Case 4.1 Opening Case: Cedar Park, Texas Improves Customer Communications to Empower Them to Conserve Water through Its New Smart Water Network 108
Introduction 109
4.1 Network Fundamentals 109
Business Functions Supported by Computer Networks 110
Types of Networks 111
Local Area Network (LAN) 111
Wide Area Network (WAN) 112
Intranets, Extranets, and Virtual Private Networks 113
Transmission Media and Speed 114
Network Components 115
Circuit Switching vs. Packet Switching 115
Network Applications 116
4.2 Wireless Networks and Standards 117
Differences Between 4G and 5G Networks 118
Advantages and Disadvantages of 5G 118
There Is a Growing Need for 5G 118
Wireless Network Standards 119
Wireless Connectivity 120
Wireless Networks Use Different Transmission Media 122
Wireless Network Technologies 123
4.3 Mobile Computing and the Internet of Things (IoT) 127
Mobile Network Drivers 127
More Smartphone Use 128
More High-Capacity Networks 128
Faster Broadband Speeds 128
More Mobile Video 129
Benefits of Mobile Computing 129
Mobile Technologies 129
Examples of NFC Applications and Their Potential Business Value 131
The Internet of Things 132
Factors Driving IoT 133
IoT Architecture 133
The Growth of IoT 134
Advantages and Disadvantages of IoT 136
Edge Computing 137
Edge Architecture and Apps 138
Industry Applications of Edge Computing 138
Choosing Mobile Computing Solutions 138
Networks Support Communication, Search, Collaboration and Relationships 139
4.4 Network Quality of Service 142
Net Neutrality 142
Quality of Service Models 143
Case 4.2 Business Case: Carnival Seeks to Keep Passengers Happier at Sea with IoT, NFC, and Edge Computing 147
5 Data Privacy and Cyber Security 149
Case 5.1 Opening Case: Yahoo Is Fined $117.5 Million for Worst Data Hacks in History 150
Introduction 151
5.1 Data Privacy Concerns and Regulations 152
Confused, Concerned, and Out of Control 152
The Privacy Paradox 154
Privacy Rights Are Civil Rights 154
U.S. Consumer Protection Data Privacy Regulations 154
U.S. State-Level Privacy Laws 155
European Union’s General Data Protection Rules (GDPR) 156
The EU-U.S. Privacy Shield 157
Public Lack of Understanding 157
5.2 Extent and Cost of Cyberattacks and Cyber Threats 158
Unintentional Cyber Threats 161
Intentional Cyber Threats 161
How Much Does a Cyberattack Really Cost an Organization? 169
Cyberattack Targets and Consequences 170
Most Prevalent and Deadly Cyber attack Targets 170
5.4 Defending Against Cyberattacks and Managing Risk 176
Cyber Defense Strategies 177
Managing Risk 178
Securing Systems 179
Backup and Recovery 181
Business Continuity Planning 182
Disaster Recovery Services 183
5.5 Regulatory Controls, Frameworks, and Models 184
General Defense Controls 185
Application Defense Controls 186
Auditing Information Systems 186
Government Regulations 187
Risk Management and IT Governance Frameworks 187
Industry Security Standards 189
IT Security Defense-In-Depth Model 189
Case 3.2 Business Case: Multi-National Marriott Hotels Could Face Consumer Backlash and up to $1 Billion in Regulatory Fines and Litigation Costs for Massive Data Breach 195
Part 2 Maximizing Growth with Data Analytics, Social Media and Omni-Channel Technology
6 Business Intelligence, Data Science, and Data Analytics 199
Case 6.1 Opening Case: NASCAR Pushes the Envelope by Combining Big Data with Augmented Reality in the World of Live Customer Engagement 200
Introduction 201
6.1 Business Intelligence and Data Science 202
Four Phases of Decision-Making 202
Data Driven Decision-Making with Data Analytics 203
Traditional and Modern Business Intelligence (BI) 204
Adding Value with Traditional and Modern BI 206
Finding and Hiring BI Professionals 207
Software to Support BI Professionals 208
Data Science 210
Adding Value with Data Science 212
Building a Data Science Team 213
Software to Support the Data Science Team 215
6.2 Big Data and Advanced Data Analytics 217
Big Data 217
The Four Vs of Big Data 218
Big Data Goals and Challenges 220
Predictive Data Analytics 221
Prescriptive Data Analytics 223
6.3 Descriptive Data Analytics Tools 224
Adding Value with Data Mining 224
Adding Value through Learning, Exploration, and Discovery with Data Visualization 226
Dashboards Are Real Time 231
Adding Value with Digital Dashboards 231
Enterprise Mashup Architecture 233
Adding Value with Mashups 233
6.4 Predictive and Prescriptive Data Analytics Methods and Techniques 234
Adding Value with Text Mining 235
Spatial Data Mining 235
Geocoding 236
GIS Is Not Your Grandfather’s Map 237
Infrastructure and Location-Aware Collection of Geospatial Data 238
Adding Value with Spatial Data Mining 238
Geospatial Data Analysis Software 238
Regression Modeling 238
Time-Series Regression 239
Adding Value with Regression 240
Adding Value with Optimization and Rules-Based Decision-Making 241
Adding Value with Machine Learning 241
Case 6.2 Business Case: London Heathrow Airport Launches BI and Machine Learning to Improve Airfield Management, Predict Passenger Flow, and Transform Airport Security 245
Case 6.3 Video Case: The Beauty of Data Visualization 246
7 Social Media and Semantic Web Technology 249
Case 7.1 Opening Case: The Darkside of Digital Campaigns: Disinformation and Foreign Influence 250
Introduction 251
7.1 Web 2.0—The Social Web Technologies 252
The Constantly Changing Web 252
A Platform for Services and Social Interaction 252
Emergence of Social Applications, Networks, and Services 253
Why Managers Should Understand Web Technology 255
Communicating on the Web 255
Challenges and Opportunities for Business 257
7.2 Social Web Tools and Applications 258
Social Networking Services (SNS) 259
How Businesses Use Social Networking Services 260
E-commerce 2.0 and Social Commerce 261
Private Social Networks 262
Engaging Consumers with Blogs and Microblogs 262
What Is the Purpose of a Blog? 262
Blogging and Public Relations 262
Reading and Subscribing to Blogs 263
Blogging Platforms 263
Microblogs 263
Twitter 263
Consumer Mashups and RSS Technology 264
RSS Technology 264
Social Metrics and Monitoring Tools 264
Enterprise 2.0: Workplace Collaboration and Knowledge Sharing 266
Collaboration Tools 266
Social Tools for Information Retrieval, Knowledge Management, and Sharing 266
Social Bookmarking Tools 267
Content Creation and Sharing 267
Shared Content Creation with Wikis 267
Leveraging the Power of the Crowd: Crowdsourcing and Crowdfunding 268
Crowdfunding 268
Social Media Is More Than Facebook, YouTube, and Twitter 269
7.3 Using Search Technology for Business Success 270
How Search Engines Work 270
How Crawler Search Engines Work 271
Why Search Is Important for Business 274
Enterprise Search 274
Recommendation Engines 275
Search Marketing 275
Web Search for Business 276
Emerging Search Technologies 277
7.4 A Search for Meaning—Web 3.0 and Semantic Technology 278
What Is the Semantic Web? 278
The Language(s) of Web 3.0 279
Semantic Web and Semantic Search 280
Semantic Web for Business 282
7.5 Recommendation Engines 283
Case 7.2 Business Case: Facebook Helps Songkick Rock the Ticket Sales Industry 290
Case 7.3 Video Case: Power Searching with Google 291
8 Omnichannel Retailing, E-commerce, and Mobile Commerce Technology 294
Case 8.1 Opening Case: Amazon Pioneers New In-Store Retail Concept 295
Introduction 296
8.1 Omnichannel Retailing 297
Keeping Up with Consumer Demands and Behavior 297
Digital Connections 299
Consumers Still Love to Shop in Stores 299
Supply Chain Is More Important Than Ever 300
The Omnichannel Retailing Concept 301
8.2 In-Store Retail Technology 303
Changes in Consumer Shopping Behavior 303
In-Store Retailing Trends 303
In-Store Tech Improves Convenience and Enhances the Shopping Experience 304
8.3 E-commerce—Online Retailing 306
Types of E-commerce Markets 306
Challenges to E-commerce 312
E-commerce Business and Strategic Planning 313
8.4 Mobile Commerce 313
Mobile Advertising 314
Mobile Apps 315
Information: Competitive Advantage in Mobile Commerce 315
QR Codes in Mobile Marketing 316
Mobile Entertainment 317
Hotel Services and Travel Go Wireless 317
Mobile Social Networking 318
8.5. Mobile Payment and Financial Services 319
Mobile Payment Systems 319
Mobile Banking and Financial Services 320
Short Codes 321
Security Issues Questions 322
Case 8.2 Business Case: eBay—An E-commerce Pioneer Faces New Challenges 326
Case 8.3 Video Case: Searching with Pictures Using Mobile Visual Search 327
Part 3 Optimizing Performance and Growth with Business-Driven Systems, Artificial Intelligence and IT Strategy
9 Functional Business Systems 330
Case 9.1 Opening Case: Business Case: Equifax Data Breach Highlights Need for Regulatory Compliance Changes in Financial Management 331
Introduction 332
9.1 Functional and Cross-Functional Business Processes 332
Information Systems to Support Functional Business Units 333
9.2 Production and Operations Management Systems 336
Inventory Control Systems 337
Quality Management Systems (QMS) 339
Computer-Integrated Manufacturing Systems 340
Manufacturing Execution Systems 341
Transportation Management Systems 342
Other POM Technologies 343
9.3 Sales and Marketing Management Systems 344
Sales Management Systems 345
Marketing Management Systems 346
Social Media as a Marketing Management Strategy 347
9.4 Accounting, Finance, and Regulatory Compliance Systems 348
Accounting Systems 349
Financial Planning and Budgeting Systems 349
Regulatory Compliance Systems 351
9.5 Human Resource Information Systems (HRIS) 355
Employee Development 356
HR Planning, Control, and Management 356
HRIS Move to the Cloud 357
Case 9.2 Business Case: MAHLE GmbH Partners with SAP and MHP to Digitalize Its Logistics and Product Development Processes 361
Case 9.3 Video Case: Fuze Increases Its Sales and Marketing Success with an Account-Based Marketing System 361
10 Enterprise Systems 363
Case 10.1 Opening Case: High-Profile Food Recalls Prompt Walmart to Create a Safer, More Transparent, and More Efficient Global Food Supply Chain 364
Introduction 365
10.1 Intro to Enterprise Systems 366
Types of Enterprise Systems 366
Integrating Legacy Systems 368
10.2 Enterprise Resource Planning 370
Automating ERP 370
ERP and the IT Infrastructure 371
ERP Implementation Critical Success Factors 373
Lessons Learned 374
What’s New in ERP Systems? 375
Selecting an ERP Vendor, Value-Added Reseller or Consultant 376
10.3 Supply Chain Management 378
Automating the Supply Chain 378
Managing the Three Supply Chain Flows 379
Electronic Data Interchange in the Order Fulfillment and Logistics Process 380
Virtual Collaboration in the Supply Chain 382
Achieving a Fully Digitized Supply Chain 382
Four Technology Stages of Digital Adoption 383
Lessons Learned 386
Leading SCM Systems Developers 387
10.4 Customer Relationship Management 387
The CRM Process 388
Automating CRM 390
Customer Acquisition and Retention 390
CRM for a Competitive Edge 391
Implementing a CRM System 391
Lessons Learned 392
10.5 Communicating and Collaborating with Enterprise Knowledge Management Systems, Enterprise Content Management Systems, and Enterprise Social Platforms 393
What Is Knowledge Management? 393
Koenig’s Three Stages of
KM Development 394
Automating EKM 394
Benefits of EKM System 395
Techniques for Managing Knowledge in Group Work 396
Enterprise Content Management (ECM) 398
Purpose and Benefits of an ECM System 398
Using an ECM System 399
Enterprise Social Platforms 399
Growth in the ESP Market 400
Evolution of ESPs 401
Case 10.2 Business Case: Lowe’s Integrates Augmented Reality and Robot Assistants into Its SCM and CRM Programs 406
Case 10.3 Video Case: P&G—Creating Conversations with Global Consumers 407
11 Artificial Intelligence, Robotics, and Quantum Computing Technology 409
Case 11.1 Opening Case: HSBC Adopts Machine Learning Artificial Intelligence to Fight Money Laundering 410
Introduction 411
11.1 How AI Works 411
Stages of Artificial Intelligence Development 412
Types of Artificial Intelligence Machines 413
The Six Branches of Artificial Intelligence 414
11.2 AI Applications in Business and Society 419
Adoption of AI Business Applications 419
AI Maturity in Organizations 419
Current AI Use in Business and Society 421
Do All Businesses Need to Invest in AI? 423
AI Use in the Public Sector 424
Barriers to AI Adoption and Use 425
11.3 AI and Society (Ethics) 426
Major Issues of Concern 426
Work Automation and Job Loss 426
Privacy, Civil Rights, and Government Use of Artificial Intelligence 427
Unexpected Results When Bias Creeps into the Learning Process 428
11.4 Robotics 430
Types of Robotic Machines 430
11.5 Quantum Computing (QC) 436
What Is Quantum Mechanics? 436
Quantum Computers 436
Challenges in Quantum Computing 437
Case 11.2 Business Case: Recommendation Systems Powered by AI—Still Room for Improvement 441
12 IT Strategy, Sourcing, and Strategic Technology Trends 444
Case 12.1 Opening Case: San Diego County’s 20-Year Outsourcing Journey 445
Introduction 446
12.1 IT Strategy and Competitive Advantage 447
Aligning IT Strategy and Business Strategy 447
The Open Group Architecture Framework (TOGAF) 448
Resistance to Business–IT alignment 449
Achieving and Sustaining a Competitive Advantage—Locally and Globally 449
Competitive Advantage Tools 450
Competing Globally 453
IT-Enabled Service-Based Comparative Advantage 456
12.2 IT Strategic Planning, Process, and Tools 457
The Five Components of an IT Strategy 457
Identifying Value Drivers 458
A Reactive Approach to IT Investments Will Fail 458
Developing an IT Strategic Plan 458
IT Strategic Planning Process and Tools 459
Strategic Planning Tools 461
12.3 IT Sourcing Strategies and IT Service Management 468
IT Offshoring 468
IT Onshoring 469
Cloud Services 469
IT Service Management 470
Levels and Types of IT Services 471
Benefits of Using a Structured ITSM Strategy 475
The Outsourcing Life Cycle 476
Ask for “Proof of Concept” or a Trial Run 478
Establishing and Managing IT Vendor Relationships 478
Outsourcing Benefits 480
Outsourcing Risks and Hidden Costs 480
12.4 Strategic Technology Trends 481
Scanning for Strategic Technology Trends 482
Case 12.2 Business Case: Department of Defense (DOD) Evaluates Technology to Gain Help for Crisis Victims and Protect First Responders 487
Part 4 Building, Operating and Managing Systems to Support Sustainable Business Practices During and After the COVID-19 Pandemic
13 Systems Development, IT Service Management and Project, Program and Portfolio Management 490
Case 13.1 Opening Case: VELCO Outsources Project Management and Brings in Politically Sensitive Capital Project $6 Million Under Budget 491
Introduction 492
13.1 Systems Development 493
The Systems Development Life Cycle 494
13.2 Systems Development Methodologies 497
Waterfall Model 497
Object-Oriented Analysis and Design 498
Agile Systems Development Methodology 499
The DevOps Approach to Systems Development 501
Systems Development Tools and Techniques 503
Choosing a Systems Methodology or Tool 505
13.3 Project, Program and Portfolio Management (PPPM) 506
Project Management 506
The Role of the Project Manager 507
Program Management 509
Portfolio Management 510
Putting It All Together 511
Why Projects Fail 512
The Project Management Office 513
PPPM Frameworks 514
The Project Triple Constraint 515
Five Phases of the Project Management Life Cycle 516
13.4 Initiating, Planning, and Executing Projects 517
Phase One: Project Initiating 517
Phase Two: Project Planning 520
Phase Three: Project Execution 521
13.5 Monitoring/Controlling and Closing Projects 522
Phase Four: Project Monitoring and Controlling 523
Phase Five: Project Closing 526
Achieving a High PMTQ 527
Case 13.2 Business Case: It Took 10 Years and More Than $600 Million to Realize That Big Muscles, Not Computer, Can Best Move Baggage 532
Case 13.3 Demo Case: Mavenlink Project Management and Planning Software 533
14 IT Ethics and Local and Global Sustainability 537
Case 14.1 Opening Case: Royal Bank of Scotland Leverages Technology to Fulfill Its Strategy to Build a More Sustainable Bank 538
Introduction 539
14.1 An Introduction to Ethics 540
The Three Basic Tenets of Business and IT Ethics 541
Code of Ethics 542
IT Professionals’ Code of Ethics 543
Developing an Ethics and Compliance Program 544
Ethics Training in the Workplace 545
IT-Related Unethical Behavior 545
Discrimination in Social Media Recruiting 552
Recruiting Regulations 554
Proving Social Media Discrimination 555
Protecting Companies and Candidates from Social Media Discrimination 556
Providing a Secure and Respectful Workplace 557
The Ethical Dilemma of Competing Responsibilities 558
14.2 ICT and Local Sustainability 559
The Triple Bottom Line and Sustainable Development 560
Profits: “Green IT” Trumps Greenbacks 561
People: Preserving Quality of Life 562
14.3 ICT and Global Sustainability 569
The Link between ICT and Climate Change 573
Climate Change Mitigation 574
Formal Climate Change Initiatives and Agreements 575
Beyond Climate Change 576
ICT and Sustainability in Developing Countries 577
Barriers to ICT Acquisition, Implementation, and Use in Developing Countries 582
Taking a People-First Approach to Technology 583
Sustaining Business in a Post-COVID-19 World 583
Case 14.2 Business Case: Spies vs. Pirates—La Liga Fined Over Mobile App That Spied on Illegal Match Screenings 588
Case 14.3 Video Case: IT Ethics in the Workplace 589
Glossary G-1
Organization Index I-1
Name Index I-3
Subject Index I-4
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Tags: Efraim Turban, Carol Pollard, Gregory Wood, Information Technology, Management Turban