Management of information technology

목차 (Table of Contents)

• CONTENTS
• Preface = xvii
• PATR ONE FOUNDATIONS OF IT MANAGEMENT
• Chapter 1 Management in the Information Age = 4
• Introduction = 5
• How Organizations Use Information = 6
• Information Technology Organizstions = 8
• Managing Information Technology = 10
• The Evolution of IT Management = 11
• Types of Information Systems = 12
• IT Management Challenges = 13
• Growth and Complexity = 14
• Pervasiveness = 14
• Applications and Data = 15
• Computer Network Operations = 15
• Controls and Environmental Factors = 15
• Competitive Considerations = 15
• People and Organizations = 16
• IT Management Issues = 16
• The Maturation of IT Management = 17
• Managing Mature IT Organizations = 18
• Important Concepts in Information Systems = 20
• Stages of Growth = 20
• Critieal Success Factors = 21
• Critical Success Factors for IT Managers = 22
• Expectations = 23
• A Model for the Study of IT Management = 25
• Symmary = 26
• Review Questions = 27
• Discussion Questions = 28
• Assignments = 29
• Endnotes = 29
• Chapter 2 Informtion Technology's Strategic Importance = 32
• A Business Vignette : Microsoft Keeps Surging Ahead = 33
• Introduction = 35
• Strategic Issues for Senior Executives = 35
• Strategic Information Systems Defined = 37
• Visualizing Competitive Forces = 38
• Forces Governing Competition = 38
• Strategic Thrusts = 39
• Strategic Systems in Action = 40
• Airline Reservation Systems = 40
• Stock Brokerage = 43
• Distribution Services = 46
• Wher Are the Opportunities? = 47
• The Importance of Technology = 48
• The Time Dimension = 48
• The Strategic Value of Networks = 49
• The Strategist Looks Inward = 51
• External Strategic Thrusts = 52
• Integrating the Strategic Vision = 52
• Additional Important Considerations = 54
• Organization and Environment = 54
• Financial Implications = 54
• Legal Considerations = 54
• Some Cautions = 55
• Summary = 55
• Review Questions = 56
• Discussion Questions = 56
• Assignments = 57
• Endnotes = 58
• Chapter 3 Developing the Organization's IT Strategy = 60
• A Business Vignette : AT&T Adopts a New Strategy = 61
• The Importance of Strategy to Organizations = 63
• Considerations in Strategy Development = 64
• Relationship of Strategies to Plans = 66
• Strategic Management = 67
• Types of Strategy = 68
• Stand-alone Strategies = 69
• Business and Functional Strategies = 70
• Requirements of a Strategy Statement = 71
• Strategy Document Outline = 71
• Strategy Development Process = 74
• The Strategic Time Horizon = 74
• Steps in Strategy Development = 75
• The IT Strategy Statement = 76
• Business Aspects = 77
• Technical Issues = 78
• Organizational Concerns = 78
• Financial Matters = 78
• Personnel Considerations = 79
• Strategy as a Guide to Action = 79
• The Strategy Maintenance Process = 79
• Summary = 80
• Review Questions = 81
• Discussion Questions = 81
• Assignments = 82
• Endnotes = 83
• Chapter 4 Information Technology Planning = 84
• A Business Vignette : Team-Based Planning Aligns Goals and Objectives = 85
• Introduction = 86
• The Planning Horizon = 87
• Strategic Planning = 89
• Tactical Plans = 89
• Operational Plans and Controls = 90
• Planning Schedules = 90
• A Planning Model for IT Managers = 91
• Application Considerations = 93
• System Operations = 94
• Resouree Planning = 95
• People Plans = 96
• Financial Plans = 96
• Administrative Actions = 96
• Technology Planning = 97
• Other Approaches to Planning = 98
• Stages of Growth = 98
• Critical Success Factors = 99
• Business Systems Planning = 100
• The Integrated Approach = 100
• Management Feedback Mechanisms = 102
• Summary = 103
• Review Questions = 104
• Dicussion Questions = 105
• Assignments = 106
• Endnotes = 106
• PART TWO TECHNOLOGY AND INDUSTRY TRENDS
• Chapter 5 Hardware and Software Trends = 110
• A Business Vignette : At Stake : Apple Computer's Survival = 111
• Introduction = 113
• Semiconductor Technology = 114
• Tends in Semiconductor Technology = 114
• Recording Technology = 119
• Magnetic Recording = 119
• Fault-Tolerant Stroage Subsystems = 120
• CD-ROM Storage = 121
• Computer Architecture = 121
• The Microcomputer Revolution = 122
• Supercomputers = 122
• Trends in Systems Architecture = 124
• Client ／ Servers = 124
• Intranets and Extranets = 127
• Programming Technology = 128
• Operating Systems = 128
• Network Operating Systems = 130
• Application Programming = 131
• Communications Technology = 131
• Implications for Managers = 132
• Implications for Organizations = 133
• Summary = 134
• Review Questions = 134
• Discussion Questions = 135
• Assignments = 136
• Endnotes = 136
• Chapter 6 Modern Telecommunications Systems = 138
• Introduction = 139
• The Telephone System = 139
• Telephone Network Characteristics = 142
• Telephone Signals = 143
• Multiplexing = 144
• Network Capacity and Performance = 145
• Digitizing Voice Signals = 146
• Telephone Switching Systems = 147
• Time-Division Multiplexing = 148
• Network Transmission Media = 150
• Advanced Network Systems = 152
• Digital Subscriber Lines = 152
• T Services = 154
• Voice Signal Compression = 155
• Fiber-based Advanced Transport Technologies = 155
• Other Advanced Transport Technologies = 158
• Data Communications Networks = 160
• Open System Interconnection Model = 160
• Communication Between Networks = 162
• Vendor Network Architectures = 163
• The Cable Network = 164
• Cable Network Architecture and Headend = 164
• Cable Distribution Systems = 166
• Cable System Capacity = 168
• Wirless Systems = 169
• Land-Based Systems = 169
• Satellite Cellular Networks = 171
• Summary = 172
• Review Questions = 173
• Discussion Questions = 174
• Assignments = 174
• Endnotes = 175
• Chapter 7 Legislative and Industry Trends = 176
• A Business Vignette : The Smallest Baby Bell Grows Much Bigger = 177
• Introduction = 178
• The Semiconductor Industry = 179
• The Computer Industry = 180
• Hardware Suppliers = 180
• The Software Business = 181
• Industry Dynamics = 181
• The Information Infrastructure = 182
• Regulating Telecommunication Services = 183
• The Court Orders the Divestiture of AT&T = 184
• The 1996 Telecommunications Law = 184
• The Telecommunications Services Industry = 185
• Local Service Providers = 185
• Business Developments = 186
• Local and Long-Distance Considerations = 190
• Long-Distance Service Providers = 191
• Developments in the Long-Distance Market = 191
• Cellular and Wireless Operators = 194
• Satellite Cellular Networks = 194
• The Internet = 196
• Implications for Business Managers = 197
• Review Questions = 198
• Discussion Questions = 199
• Assignments = 200
• Appendix 14-point Checklist = 201
• Endnotes = 202
• PART THREE MANAGING APPLICATION PORTFOLIO RESOURCES
• Chapte 8 Application Portfolio management = 206
• A Business Vignette : Building Big Systems-Managing Huge Risks = 207
• Introduction = 209
• The Application Resource = 209
• Depreciation and Obsolescence = 209
• Maintenance and Enhancement = 210
• Data Resources = 211
• Applications as Depreciatng Assets = 211
• Spending More May Not Be The Answer = 211
• The Programming Backlog = 212
• The Need to Prioritize = 212
• Enhancement and Maintenance Considerations = 214
• The High Cost of Enhancement = 214
• Trends in Resource Application = 216
• Typical Ad Hoc Processes = 217
• Superior Portfolio Management = 219
• Satisfaction Analysis = 219
• Strategic and Operational Factors = 221
• Costs and Benefits = 222
• Additional Important Factors = 224
• Managing Data Resources = 225
• The Value of This Process = 226
• Summary = 226
• Review Questions = 227
• Dsicussion Questions = 228
• Assignments = 228
• Endnotes = 229
• Chapter 9 Managing Application Development = 230
• A Business Vignette : Building Better Systems = 231
• Introduction = 232
• The Challenges of Application Development = 233
• Reasons for Development Difficulties = 233
• The Traditional Life-Cycle Approach = 236
• Application Project Management = 237
• Business Case Development = 238
• The Phase Review Process = 240
• Phase Review Objectives = 241
• Timing of Phase Reviews = 242
• Phase Review Contents = 242
• The Participants = 244
• Phases for Large Projects = 244
• Managing the Review Process = 245
• Rewource Allocation and Control = 245
• Risk Analysis = 246
• Risk Reduction = 250
• More on the Life-Cycle Approach = 251
• Successful Application Management = 252
• Summary = 253
• Review Questions = 253
• Discussion Questions = 254
• Assignments = 255
• Appendix = 256
• Endnotes = 258
• Chapter 10 Alternatives to Traditional Development = 260
• A Business Vignette : The American Programmer-An Endangered Species = 261
• Introductions = 262
• Advances in Programming Tools and Techniques = 263
• Fourth-Generation Languages = 263
• CASE Methodology = 265
• The Object Paradigm = 268
• Java Programming = 269
• Prototyping = 269
• Programming Processes Improvements = 272
• Subcontract Development = 273
• Purchased Applications = 274
• Advantages of Purchased Applications = 275
• Disadvantages of Purchased Applications = 276
• Additional Alternatives = 278
• Managing the Alternatives = 280
• Summary = 280
• Review Questions = 281
• Discussion Questions = 282
• Assignments = 282
• Endnotes = 283
• Chapter 11 Managing Network Applications = 284
• A Business Vignette : Merrill Lynch Develops Client ／ Server Applications = 285
• Introduction = 286
• Distributed Computing = 287
• Why Organizations Adopt Distributed Systems = 290
• Reengineering Business Processes = 292
• Introducing Information Technology into New Processes = 293
• The Issues of Distributed Computing = 295
• Organizational Changes = 297
• The Workstation Store = 297
• The Information Center = 298
• Policy Considerations = 300
• Building Client ／ Server Applications = 300
• Implementation Considerations = 301
• Organizational Factors = 301
• Information Infrastructure = 302
• Systems Management = 302
• Management Issues = 303
• People Considerations = 304
• Managing Expectations = 304
• Change Management = 305
• The Internet and Intranets = 306
• Summary = 307
• Review Questions = 308
• Discussion Questions = 309
• Assignments = 310
• Endnotes = 311
• PART FOUR TACTICAL AND OPERATIONAL CONSIDERATIONS
• Chapter 12 Developing and Managing Customer Expectations = 314
• A Business Vignette : Managing Expectations at Security Pacific = 315
• Introduction = 317
• Tactical and Operational Concerns = 317
• Expectations = 318
• The Disciplined Approach = 319
• Service-Level Agreements = 320
• What the SLA Includes = 322
• Schedule and Availability = 324
• Timing = 324
• Workload Forecasts = 326
• Measurements of Satisfaction = 327
• User Satisfaction Surveys = 328
• Additional Considerations = 328
• Congruence of Expectations and Performance = 329
• Summary = 330
• Review Questions = 330
• Discussion Questions = 331
• Assignments = 331
• Appendix-Sample Service Level Agreement = 332
• Endnotes = 333
• Chapter 13 Problem, Change, and Recovery Management = 334
• A Business Vignette : Aberrant Circumstances Cause Massive Outage = 335
• Introduction = 336
• Problem Definition = 337
• Problem Management = 338
• Problem Management's Scope = 338
• Problem Management Processes = 339
• Problem Management Tools = 340
• Problem Management Implementation = 341
• Problem Management Reports = 343
• Change Management = 343
• Change Management's Scope = 344
• Change Management Processes = 344
• Reporting Change Management Results = 346
• Recovery Management = 347
• Contingency Plans = 350
• Crucial Applications = 350
• Environment = 351
• Emergency Planning = 351
• Strategies = 352
• Recovery Plans = 354
• A Business Vignette : Risk Management Succeeds = 355
• Summary = 356
• Review Questions = 356
• Discussions Questions = 357
• Assignments = 358
• Appendix A : Sample Problem Report = 359
• Appendix B : Sample Problem Log = 360
• Appendix C : Change Request Document = 360
• Endnotes = 361
• Chapter 14 Managing Systems = 362
• A Business Vignette : Lenders Maintains Informantion Flow = 363
• Introduction = 364
• Managing Systems = 365
• Batch Systems Management = 366
• Online Systems Management = 368
• Performance Management = 370
• Defining Perfomance = 370
• Performance Planning = 371
• Measuring Performance = 372
• Analyzing Measurements = 373
• System Tuning = 374
• Capacity Management = 374
• Capacity Analysis = 374
• Capacity Planning = 375
• Distributed System Capacity = 376
• Additional Planning Factors = 377
• Linking to Service Levels = 378
• Management Information Reporting = 379
• Summary = 379
• Review Questions = 380
• Discussion Questions = 381
• Assignments = 382
• Endnotes = 383
• Chapter 15 Network Management = 384
• A Business Vignette : Web Warriors = 385
• Introduction = 386
• The Internet = 387
• Network Management's Importance = 388
• Networks Are Strategic Systems = 388
• Networks Facilitate Restructuring = 389
• Network Management's Scope = 390
• Critical Success Factors = 390
• Managers' Expectations of Networks = 391
• The Disciplines Revistied = 392
• Network Service Levels = 393
• Configuration Management = 395
• Network Problems and Changes = 396
• Network Recovery Management = 397
• Network Perfomance Assessment = 398
• Capacity Assessment and Planning = 399
• Management Reporting = 400
• Network Management Systems = 401
• International Considerations = 403
• The Network Manager = 405
• Summary = 406
• Review Questions = 407
• Discussion Questions = 408
• Assignments = 409
• Endnotes = 410
• PART FIVE CONTROLLING INFORMATION RESOURCES
• Chapter 16 Measuring IT Investments and Their Returns = 414
• A Business Vignette : The Real Language of Business = 415
• Introduction = 416
• Accounting for IT Resources = 418
• Objectives of Resource Accountability = 420
• Recovering Costs From Client Organizations = 422
• Goals of Chargeback Systems = 424
• Alternative Methodologies = 425
• Profit Centers = 425
• Cost Centers = 426
• Additional Cost Recovery Considerations = 428
• Funding Application Development and Maintenance = 428
• Cost Recovery in Production Operations = 430
• Recovering Costs in Distributed Systems = 431
• Network Accounting and Cost Recovery = 431
• Relationship to Client Behavior = 432
• Some Compromises to Consider = 433
• Expectations = 433
• Measuring IT Investment Returns = 434
• Summary = 435
• Review Questions = 436
• Discussion Questions = 437
• Assignments = 438
• Endnotes = 438
• Chapter 17 IT Controls and Asset Protection = 440
• A Business Vignette : Robbery on the Information Superhighway = 441
• Introduction = 442
• The Meaning and Importance of Control = 443
• Business Control Principles = 445
• Asset Indentification and Classification = 445
• Separation of Duties = 446
• Efficiency and Effectiveness of Controls = 446
• Control Responsibilities = 447
• Owner and User Responsibilities = 447
• IT Managers' Responsibilities = 448
• Application Controls = 449
• Application Processing Controls = 449
• System Control Points = 449
• Processing, Storage, and Output Controls = 452
• Application Program Audits = 454
• Controls in Production Operations = 455
• Controls in Client ／ Server Operations = 455
• Network Controls and Security = 456
• Data Encryption = 457
• Firewalls = 458
• Additional Control and Protection Considerations = 459
• Managing Sensitive Programs = 460
• Keys to Effective Control = 461
• Summary = 462
• Review Questions = 463
• Discussion Questions = 464
• Assignments = 466
• Endnotes = 466
• PART SIX PREPARING FOR IT ADVANCES
• Chapter 18 People, Organizations and Management Systems = 470
• A Business Vignette : Denver Utlity Outsources Data Centerto IBM's ISSC Reciprocal Outsourcing-An Emerging Trend = 471
• Introduction = 473
• Technology Shapes Organizations = 473
• Organizational Transitions = 473
• Centralized Control-Decentralized Management = 474
• Telecommunication's Impact = 475
• Span of Communication = 476
• People-The Enabling Resource = 477
• People and Information Technology = 478
• Essential People Management Sills = 479
• Effective People Management = 480
• Good People Managers' Attitudes and Beliefs = 480
• Achieving High Morale = 482
• Ethical and Legal Considerations = 482
• The Collection of Management Processes = 484
• Strategizing and Planning = 484
• Protfolio Asset Management = 486
• Production Operation Disciplines = 488
• Network Management = 490
• Financial and Business Controls = 491
• Business Management = 492
• The IT Management System = 493
• Summary = 493
• Review Questions = 494
• Discussion Questions = 495
• Assignments = 496
• Endnotes = 497
• Chapter 19 The Chief Information Officer's Role = 498
• A Business Vignette : Caterpillar Uses IT to Remain Competitive = 499
• Introduction = 500
• Senior IT Executives' Challenges = 501
• The Chief Information Officer = 502
• CIO's Organizational Position = 502
• CIO's Career Paths = 503
• Performance Measures = 504
• Challenges Within the Organization = 504
• The Chief Information Officer's Role = 505
• Formulating Information Policy = 505
• Evaluating Technology Futures = 506
• Introducting New Technology = 508
• Facilitating Organizational Change = 509
• Finding Better Ways to Do Business = 511
• Outsourcing = 512
• Successful CIOs are General Managers = 513
• A Business Vignette : Exceptional Executive Advances = 513
• What CIOs Must Do for Success = 514
• Summary = 515
• Review Questions = 516
• Discussion Questions = 517
• Assignments = 518
• Endnotes = 519
• Bibliography = 520
• Index = 526