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Case 1-1 Opening Case iii

Information Technology for Management Digital Strategies for Insight, Action, and Sustainable Performance

10th Edition

EFRAIM TURBAN

LINDA VOLONINO, Canisius College

GREGORY R. WOOD, Canisius College

Contributing authors:

JANICE C. SIPIOR, Villanova University GUY H. GESSNER, Canisius College

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VP & EXECUTIVE PUBLISHER: Don Fowley EXECUTIVE EDITOR: Beth Lang Golub SPONSORING EDITOR: Mary O’Sullivan PROJECT EDITOR: Ellen Keohane ASSOCIATE EDITOR: Christina Volpe MARKETING MANAGER: Margaret Barrett MARKETING ASSISTANT: Elisa Wong SENIOR CONTENT MANAGER: Ellinor Wagner SENIOR PRODUCTION EDITOR: Ken Santor SENIOR PHOTO EDITOR: Lisa Gee DESIGNER: Kristine Carney COVER DESIGNER Wendy Lai COVER IMAGE © Ajgul/Shutterstock

This book was set by Aptara, Inc. Cover and text printed and bound by Courier Kendallville.

This book is printed on acid free paper.

Founded in 1807, John Wiley & Sons, Inc. has been a valued source of knowledge and understanding for more than 200 years, helping people around the world meet their needs and fulfill their aspirations. Our company is built on a foundation of principles that include responsibility to the communities we serve and where we live and work. In 2008, we launched a Corporate Citizenship Initiative, a global effort to address the environmental, social, economic, and ethical challenges we face in our business. Among the issues we are addressing are carbon impact, paper specifications and procurement, ethical conduct within our business and among our vendors, and community and charitable support. For more information, please visit our website: www.wiley.com/go/citizenship.

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ISBN 978-1-118-89778-2

BRV ISBN 978-1-118-99429-0

Printed in the United States of America

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BRIEF CONTENTS

1 Doing Business in Digital Times 1 2 Data Governance and IT Architecture Support Long-Term

Performance 33

3 Data Management, Big Data Analytics, and Records Management 70 4 Networks for Efficient Operations and Sustainability 110 5 Cybersecurity and Risk Management 141

6 Attracting Buyers with Search, Semantic, and Recommendation Technology 181

7 Social Networking, Engagement, and Social Metrics 221 8 Retail, E-commerce, and Mobile Commerce Technology 264

9 Effective and Efficient Business Functions 297 10 Strategic Technology and Enterprise Systems 331 11 Data Visualization and Geographic Information Systems 367

12 IT Strategy and Balanced Scorecard 389 13 Project Management and SDLC 412 14 Ethical Risks and Responsibilities of IT Innovations 438

Glossary G-1

Organizational Index O-1

Name Index N-1

Subject Index S-1

Part 1

Part 2

Part 3

Part 4

Digital Technology Trends Transforming How Business Is Done

Winning, Engaging, and Retaining Consumers with Technology

Optimizing Performance with Enterprise Systems and Analytics

Managing Business Relationships, Projects, and Codes of Ethics

v

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CONTENTS

Part 1 Digital Technology Trends Transforming How Business Is Done

1 Doing Business in Digital Times 1 Case 1.1, Opening Case: McCain Foods’s Success Factors: Dashboards, Innovation, and Ethics 2 1.1 Every Business Is a Digital Business 6

1.2 Business Process Management and Improvement 15

1.3 The Power of Competitive Advantage 19

1.4 Enterprise Technology Trends 25

1.5 How Your IT Expertise Adds Value to Your Performance and Career 27 Case 1.2, Business Case: Restaurant Creates Opportunities to Engage Customers 31 Case 1.3, Video Case: What Is the Value of Knowing More and Doing More? 32

2 Data Governance and IT Architecture Support Long-Term Performance 33 Case 2.1, Opening Case: Detoxing Dirty Data with Data Governance at Intel Security 34 2.1 Information Management 37

2.2 Enterprise Architecture and Data Governance 42

2.3 Information Systems: The Basics 47

2.4 Data Centers, Cloud Computing, and Virtualization 53

2.5 Cloud Services Add Agility 62 Case 2.2, Business Case: Data Chaos Creates Risk 67 Case 2.3, Video Case: Cloud Computing: Three Case Studies 69