TABLE OF CONTENTS 2. INFORMATION TECHNOLOGY IN A BUSINESS ENVIRONMENT 15

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1 . INTRODUCTION. INFORMATION TECHNOLOGY IN A BUSINESS ENVIRONMENT.. THE ORGANIZATION AS A SYSTEM Business processes The value chain Value systems and the supply chain..... INFORMATION SYSTEMS INFORMATION TECHNOLOGY IN BUSINESSES Data processing Task automation Integrated information systems..... THE BENEFITS OF INFORMATION SYSTEMS..... INFORMATION SYSTEMS AND COMPETITIVE ADVANTAGE.... A FRAMEWORK FOR INFORMATION MANAGEMENT.. A FRAMEWORK THE INFORMATION SYSTEMS The domains The life cycle..... IT MANAGEMENT..... IT GOVERNANCE.... OPERATIONAL INFORMATION SYSTEMS.. CLASSIFICATION OF OPERATIONAL SYSTEMS..... OFFICE APPLICATIONS..... INTRANETS..... KNOWLEDGE MANAGEMENT SYSTEMS SALES AND MARKETING..... PRODUCTION..... FINANCIAL MANAGEMENT AND ACCOUNTING..... HUMAN RESOURCES MANAGEMENT..... INTEGRATED BUSINESS INFORMATION SYSTEMS...

2 .. E-BUSINESS AND E-COMMERCE Types of e-business Phases in the adoption of e-business E-business infrastructure E-business security Advantages and disadvantages of e-business.... MANAGEMENT INFORMATION SYSTEMS.. THE ARCHITECTURE OF A BUSINESS INTELLIGENCE SYSTEM THE DATA WAREHOUSE..... THE ETL PROCESS..... DATA WAREHOUSE ANALYSIS Reports Online analytical processing Data mining.... THE CONCEPTION OF INFORMATION SYSTEMS.. PREPARATION..... THE CURRENT SITUATION..... THE DESIRED SITUATION..... THE TRANSITION...0. IT ARCHITECTURE.. THE ISO/IEC ARCHITECTURE STANDARD..... THE ZACHMAN FRAMEWORK..... TOGAF The architecture development method The ADM guidelines and techniques Using TOGAF ARCHITECTURAL VIEWS AND MODELS The conceptual view The design view.... SYSTEM DEVELOPMENT.. TO BUY OR TO DEVELOP?..... APPLICATION DEVELOPMENT METHODOLOGIES Linear methodologies Iterative software development Agile software development Package implementation...

3 .. IMPLEMENTATION MODELS..... PROGRAMMING LANGUAGES Generations of programming languages Low-level programming languages Procedural languages Non-procedural languages.... INFORMATION SYSTEMS ROLL-OUT.. ROLL-OUT PREPARATION..... DEPLOYMENT..... INITIAL OPERATIONS.... IT OPERATIONS.. INFORMATION SYSTEMS MANAGEMENT Business process management Data management Application management Infrastructure management..... DAILY OPERATIONS.... DECOMMISSIONING IT SYSTEMS.. ACTIVITIES..... RISKS AND ISSUES.... IT PROJECT MANAGEMENT.. PROJECT MANAGEMENT ACTIVITIES..... PROJECT PLANNING TECHNIQUES..... IT PROJECTS.... IT MANAGEMENT.. IT AS A SERVICE Service types Service classes The service unit..... IT SERVICES SOURCING The IT department in the organization Outsourcing Cloud computing...

4 .. IT MANAGEMENT STANDARDS AND FRAMEWORKS ITIL ISO/IEC ITIT.... SERVICES DELIVERY MANAGEMENT.. THE SERVICE CATALOG..... SERVICE REQUEST HANDLING..... SERVICES PLANNING...0. FINANCIAL MANAGEMENT.. IT SERVICES COST CALCULATION..... IT SERVICES CHARGE-OUT General principles of charge-out Internal and external charge-out Charge-out in practice.... OPERATIONS MANAGEMENT.. RESOURCES TRACKING..... CHANGE HANDLING..... EVENT, INCIDENT AND PROBLEM HANDLING Events, incidents and problems Event handling Incident handling Problem handling.... QUALITY MANAGEMENT.. SERVICE LEVELS Definition of service levels Types of service levels Operational levels SERVICE LEVEL AGREEMENTS.... SUPPLIER MANAGEMENT.. DIFFERENT SUPPLIERS..... SUPPLIER CLASSIFICATION..... SUPPLIER MANAGEMENT ACTIVITIES...

5 . HUMAN RESOURCES MANAGEMENT.. IT PERSONNEL Management functions Architecture functions Service delivery functions Technical and administrative functions..... THE ORGANIZATIONAL STRUCTURE OF AN IT DEPARTMENT.... IT GOVERNANCE.. IT GOVERNANCE STANDARDS ISO/IEC COBIT..... IT DECISION-MAKING.... BUSINESS-IT ALIGNMENT.. THE STRATEGIC IMPACT GRID..... THE STRATEGIC ALIGNMENT MODEL..... A THREE LEVEL BUSINESS-IT ALIGNMENT FRAMEWORK..... STRATEGIC BUSINESS-IT ALIGNMENT The strategic business focus points The strategic attitude toward IT..... TACTICAL BUSINESS-IT ALIGNMENT Enterprise architecture and business-it alignment The operating model..... OPERATIONAL BUSINESS-IT ALIGNMENT... LITERATURE INDEX