Chapter 1 - Systems Analysis Fundamentals

1.1 The Impact of Information Technology

Learning Objectives
1. IT Evolution
Explore historical and global impacts of information technology.
2. Positive/Negative Effects
Examine dual impacts on education, health, society, and economy.
3. Capgimini Case
Investigate practical business benefits using IT with Capgimini.
4. Global Consequences
Understand communication benefits, language challenges, and IT's role in politics and
the economy .

Prepatory Activity
In this discussion, we'll participate in an activity that involves evaluating the advantages
and disadvantages of the influences of information technology on education, health,
society, and the economy.

Presentation of Content
History has witnessed that humanity went through several revolutions. The latest one is
the revolution of information and communication technology. This revolution caused a rupture
between everything that is old; what is considered new today is quickly turned into an old and
obsolete trend tomorrow. Because of these evolutions, the demand for this technology has
increased. Therefore, the latter has become the most important used resource compared to
classical resources, which has led to the amplification of interest in new information and
communication technologies by both companies and individuals.

At present, the world is witnessing a rapid evolution process in the need for information
facilities in terms of quantity, quality and access to information, in order to make the best
decision based on the different changes and dynamics of the enterprises environment. This
demonstrates clearly the growing importance of information systems and their ability to satisfy
the needs of enterprises information. This emphasizes the importance to develop these
systems and to increase their effectiveness and efficiency. One of the key elements of the
success of these systems is that they have become dependent on sophisticated technology that
have greatly facilitated access to information and clearly reduced access costs.

The telecommunications sector has undergone a decisive transformation in a short

period thanks to the technological developments that underpin it. It has become the
infrastructure of what is known today as the knowledge economy which depends on the
information and its delivery methods in the shortest time and at the lowest costs possible. Due
to the tremendous development witnessed by this sector and to the extent it has contributed in
all sectors, especially in light of the use of satellite, mobile phone and the Internet, this has put
the companies in front of a new challenge which is the acquisition of information and
communication technology.

No one can doubt that information technology is a fundamental and innovative

revolution that has touched human life considerably in the last century. Indeed, far from being
an effervescent phenomenon, or a passing trend, information and communication technology
has just been exploited in all aspects of life. No domain has remained immune to this policy,
which facilitates tasks for both the company and the staff.

Usually when we talk about information technology, it comes to people’s mind that
“information technology (IT) is the use of any computers, storage, networking and other
physical devices, infrastructure and processes to create, process, store, secure and exchange all
forms of electronic data. Typically, IT is used in the context of enterprise operations as opposed
to personal or entertainment technologies. The commercial use of IT encompasses both
computer technology and telephony.”[1]

Today’s world is considered as a small village thanks to information technology. The

process of communication and transmission of information has become so fast that it has
spread other the world widely, and it has greatly affected human life and brought about a
radical change. The world now depends entirely on technology, knowing that this technology
carries a significant enough risk to destroy society. Which leads us to wonder exactly what the
new technologies of information and communication consist of? What are their effects on the
daily lives of individuals and what impacts do they have on the different areas of life: economic,
political, and social?

Definition of Information technologies

Information technology, widely known under its abbreviation (IT), is defined as “the
science and activity of using computers and other electronic equipment to store and send
information”[2].

“Many areas of public health, including vital statistics, investigation and research,
surveillance, epidemiology, surveys, laboratories technology, maternal and child health, and
environmental health, use information technology (IT) to achieve their goals and objectives. IT
includes the use of computers and communications, and the transformation of data into
information and knowledge”[3].

“Most modern businesses depend heavily on information systems, from employee e-

mail to database management to e-commerce Web sites. Hospitals have large patient
databases to maintain. Universities have sprawling networks to administer. Even a small, home-
based cookie business needs an order-tracking system. The Information Technology Association
of America reports that 92 percent of IT professionals work for non-IT companies”[4].

Effects of information technology in our daily activities

1. Effects on education
Information technology has made the education process more effective and productive.
It has increased the well-being of the students. Developed methods of education have made
this process easier, such as the replacement of books with tablets and laptops. Moreover, the
emergence of e-learning platforms that allows students to learn from their homes. These
platforms can be an effective alternative for people who are out of school, or who have
difficulties keeping up with their teachers in class. These platforms gives students the chance to
review the courses with simpler and more concrete explanations at every moment, and this
reinforces the educational process and leads to better results in school for most of the
students.

2.Effects on the health system

In the field of medicine, medical devices have known a remarkable development. They
have become more efficient. IT has entered these devices and turned them into digital devices
that facilitate their programming and handling. Thanks to IT sectors like the artificial
intelligence (AI) the world has witnessed distance surgeries thanks to robots, the
implementation of artificial members as artificial legs, hands and even artificial cardio-aortic
valves.

“Information technology is of particular importance to health care delivery.

Developments of computerized patient records will enhance the efficiency, effectiveness, and
distribution of health care. As managed care programs develop, population-based information
will be of increasing importance to health care providers and to the public health community.
The capacity to transmit this information through telecommunication linkages, including
telemedicine, will revolutionize the accessibility of health care to underserved areas, including
both rural and urban populations. These developments will raise substantial concerns regarding
confidentiality and privacy because information on health may be very relevant to employment
and insurability. Efficient, effective, reliable information systems could in fact, enhance the
human quality of patient/doctor interactions by focusing on clinical decision-making and
patient preferences rather than routine data collection. In this regard, information technology
might in fact, enhance the quality of that interaction”[5].
 The development of the field of medicine is important for humanity. It is the basis for
living a healthy life away from disease and pain.

Impacts of information technologies

1. The political impact of (IT)

Technology holds the role of power. Information technologies play a decisive role in the
political landscape of countries. They have become widely used in electoral campaigns to
influence public opinion and especially to involve young people in the political life.

Politicians use technology in many ways to influence the growth of different individuals
in their respective spheres. The likes of Twitter, Facebook, and YouTube are powerful
communication media platforms that can easily raise the ratings of politicians. Technology is a
defining factor in most political races. Through technology, politicians are able to access funds,
gain political support, and spend less on campaigning and pushing their candidacy.[6] Housley
claims that “technology appeals to a specific demographic: the affluent, the educated, and the
young”. Moreover, “while a YouTube video may not sway the Grandparents in the crowd, the
youngest voters are listening. Does technology have the power to change the face of politics?
The youth in America are not currently an active voting bloc, but that younger generation will
age, and it’s only a matter of time before technology plays a critical role in elections”.

2. The economic impact of (IT)

Technological progress and organizational maturity have contributed to increased
production, capital accumulation and the creation of intense competition among
manufacturers. As a reflection of this competition, the R & D concept emerged as a strategy of
innovation through the harmony of scientific ideas and their practical application by engineers
and scientists making the R & D role into large sections with technical, legal and administrative
skills in maintaining the industrial location and a reference to quality, productivity and cost.
These developments have resulted in an industrial culture that derives its momentum from the
advances of science and technology that mature and deepen as a natural result of research and
development.[7]

“Information Technology (IT) is an all-pervasive change, which is affecting the design of

many existing products and services, as well as the mode of producing and marketing almost all
of them. […] This point emerges every day stronger from sector studies in manufacturing or in
services, as well as from general trends in R & D, patenting and innovation“[8].
 “The use of different manufacturing technologies in factories is an important aspect in
the evaluation of the impact of innovations in enterprises. […] Nowadays, competition has
intensified and shifted from the national to the global arena, and product life cycles have
shrunk; yet, there is a growing requirement to satisfy customers’ specific and individual
needs”[9].

The world economy is in the midst of a rapid transformation. Internet, Mobile

technology, Social Media, and Big Data trends, have unleashed a wave of innovations that is
creating thousands of new startups and job positions, and is reinventing the traditional
industries. Nowadays, we witness big technology trends that are transforming society as well as
business and economy. Every industry now is highly if not totally affected by the emergence of
information technology trends, like Cloud, Social Media, Big Data that are redrawing the
landscape of the global economy. The major consequence of this emergence is the
displacement of some jobs, which has changed the map of the most requested jobs in the
global market and also is enabling and creating new job’s position profiles.

3. The social impact of (IT)

It can be said that the social impact of information technology has two sides. It cannot
be one hundred percent negative nor hundred percent positive. It is a two-sided weapon.

Sociologists likened the impact of information technology on society to transforming the

world from vast continents separating people and relatives, to a very small village
encompassing the entire world’s population, which is called globalization. Before information
technology communication between people required days even months to reached each other.
Thanks to information technology, communication between people in different parts of the
globe has become an easy and fast process, via different ways: instant messaging, phone calls
or video calls[10].

Information technology has changed the way people perceive reality, and it caused
quite a disorder in some concept and perceptions. Modern technology has changed our
perspective on many concepts. It also changed our dealings with many traditions and customs
that were once considered sacred and the pillars of society. Despite the fact that the modern
means of communication made the world a small village that facilitate communication, though
it created a kind of alienation and divergence within the family. Communication between
members of the same family is almost non-existent, worse communication between people in
general has become virtual. We note the disappearance of human relations.

Also as negative impact of (IT) on society is “poor language proficiency. Language

proficiency is the ability of an individual to speak or perform in an acquired language. This is a
very serious matter to be concern about this developing information technology on society. This
is because the modern technology allows the students to communicate with their families and
associates instantly using application such as Line, WeChat and WhatsApp. This application will
make life easier to communicate between each other. However, this will cause them to ignore
the spelling of different words and the usage of proper grammar. Furthermore, with the
increasing amount of information on the web, Internet users may come across inaccurate
information and lead to misinformation or even slightly skewed way of thinking”[11].

The impact of information technologies on businesses: case study of Capgimini

The Capgimini Company confirms the positive impact of the use of ICTs on working
conditions. This confirmation was made after various studies carried out by the company. By
adopting a strategy of openness to new possibilities of interaction and production, it follows
that these uses have brought concrete improvements and have contributed directly and
concretely to the feeling of job satisfaction. They are often solutions considered appropriate by
the employees to the problems that they have to manage in their context of present work
(safety, interest of the work, need of sense and being actor of the evolutions …) or throughout
their professional life (work / life balance, employability …)

The present company has raised six great benefits namely:

1. The reduction of occupational risks and accidents at work

Information & technology make it possible, for example, to access information more
quickly, security procedures, and to reach a colleague more easily if necessary.

2. Refocusing on activities with higher added value

The dematerialization of documents reduces certain repetitive tasks in the
administrative or commercial business and offers more time to devote to the interface with the
customer.

3. Professionalization
The use of laptops, for example, has enabled the company to make gains in terms of
time, in particular to give real-time information to those who need it, thereby speeding up
decision-making and increasing the company’s profits. Thanks to the interactive and intelligent
system, the company always strives to meet the needs of these customers and thereby improve
its services.

Social networks have favored the sharing of information. NTICS has also helped to
design a new way of working such as meetings and conferences remotely, online training and
so on.
4. The reconciliation of private life and professional life
All employees use their home computers for business purposes. This allows them to
catch up on their unfinished business at the office. For example, for an employee, he just needs
to have an identifier and an access key to the company’s server, which allows him to do the job
and shares it in the network even if he’s on vacation or maybe on a mission.

5. Renewal and expansion of work collectives

With the evolution of new technologies, and with the messaging module and sharing
spaces, the collective work has become more and more extended and more and more
organized, with the integration of workflow systems and ticket management systems. ,
employees consult and know the administrative routing and the state of the information
(created, approved, informed …) which fortifies the teamwork without excluding the informal
one. “Employees adapt their uses according to their needs: reinforcing and enriching exchanges
with certain colleagues, decreasing and formalizing exchanges with others”.

6. The development of collective intelligence

The uses of NTICS, especially around social networks, can foster the emergence of
negotiated solutions that can take the form of new practices, new structures, innovative
products … Beyond the question of tools, a successful collaboration nonetheless requires to
have combined a certain number of organizational and managerial conditions (governance,
distribution of roles and responsibilities …).

Conclusion
Information Technology is the basic requirement of today’s world. Technological
progress is entering into all fields. Education was a big and important part of development and
progress.

Information technology has changed human life radically, and not necessarily, all of the
changes are positive. Some may be negative and have a detrimental effect on the individual and
the community. For example, traffickers use the Internet to offer and promote their products
for sale.

There are many means of technology, including what serves science, education and
economy. There is a close relationship between science and technology. It is noted that the
basis of technology is to study science and employ (IT) inventions in the different life’s areas, in
order to meet the needs of the individuals and the societies. Therefore, it connects the
governments, companies and societies to develop strategies to enhance the lifestyle quality of
the citizens.

Feedback

Group the class into 5 groups and determine the pros and cons of of how the information
technologies revolutionized our generation from the 3 impacts: political, social, economic.

Reference

https://master-iesc-angers.com/impacts-of-information-technology-it/

1.2 Information System Components

Learning Objectives
1. Tech Basics
- Define technology.
2. Components Overview
- Recognize hardware, software, data basics.
- Understand networking importance.
3. Human & Processes
- Identify key individuals.
- Define business processes.
4. Application
- Apply knowledge to practical examples.

Prepatory Activity
Towards the conclusion of this topic, we'll engage in an activity focused on identifying
businesses that leverage the internet and examining the strategies they employ in doing so.

Presentation of Content
 Figure 1.2.11.2.1: Components of Information Systems. Image by Ly-Huong Pham is licensed
under CC BY NC

Technology

Technology can be thought of as the application of scientific knowledge for practical

purposes. From the invention of the wheel to the harnessing of electricity for artificial lighting,
technology is a part of our lives in so many ways that we tend to take it for granted. As
discussed before, the first four components of information systems – hardware, software,
network communication, and data, are all technologies that must integrate well together. Each
of these will get its own chapter and a much lengthier discussion, but we will take a moment to
introduce them to give you a big picture of what each component is and how they work
together.

Information System Components

Hardware

Hardware represents the physical components of an information system. Some can be

seen or touched easily, while others reside inside a device that can only be seen by opening up
the device's case. Keyboards, mice, pens, disk drives, iPads, printers, and flash drives are all
visible examples. Computer chips, motherboards, and internal memory chips are the hardware
that resides inside a computer case and not usually visible from the outside. Chapter 2 will go
into more details to discuss how they function and work together. For example, users use a
keyboard to enter data or use a pen to draw a picture.

Figure 1.2.21.2.2: Keyboard and iPad by Firmbee from Pixabay, Pen

by athree23 from Pixabay, Printer by Steve Buissinne from Pixabay, Keyboard by Gerd
Altmann from Pixabay. All images are licensed under CC BY 2.0

Software

Software is a set of instructions that tell the hardware what to do. Software is not
tangible – it cannot be touched. Programmers create software programs by following a specific
process to enter a list of instructions that tell the hardware what to do. There are several
categories of software, with the two main categories being operating-system and application
software.
Figure 1.2.31.2.3: This image is a derivative work from David Bourgeois is licensed under CC BY
2.0. This work “Hardware, Software, Users - Interrelated” by Ly-Huong Pham is licensed
under CC BY-NC

Operating system software provides an interface between the hardware and

application to protect the programmers from learning about the underlying hardware's
specifics. Chapter 3 will discuss Software more thoroughly. Here are a few examples:

Data

The third component is data. You can think of data as a collection of non-disputable raw
facts. For example, your first name, driver's license number, the city you live in, a picture of
your pet, a clip of your voice, and your phone number are all pieces of raw data. You can see or
hear your data, but by themselves, they don’t give you any additional meanings beyond the
data itself. For example, you can read a driver's license number of a person, you may recognize
it as a driver's license number, but you know nothing else about this person. They are typically
what IS would need to collect from you or other sources. However, once these raw data are
aggregated, indexed, and organized together into a logical fashion using software such as a
spreadsheet, or a database, the collection of these organized data will present new information
and insights that a single raw fact can’t convey. The example of collecting all expenses (i.e., raw
data) to create an expense tracker (new information derived) discussed earlier is also a good
example. In fact, all of the definitions presented at the beginning of this chapter focused on
how information systems manage data. Organizations collect all kinds of data, processed and
organized them in some fashion, and use it to make decisions. These decisions can then be
analyzed as to their effectiveness, and the organization can be improved. Chapter 4 will focus
on data and databases and their uses in organizations.

Networking Communication

The components of hardware, software, and data have long been considered the core
technology of information systems. However, networking communication is another
component of an IS that some believe should be in its own category. An information system can
exist without the ability to communicate. For instance, the first personal computers were stand-
alone machines that did not have access to the Internet. Information Systems, however, have
evolved since they were developed. For example, we used to have only desktop operating
system software or hardware. However, in today’s environment, the operating system software
now includes mobile OS, and hardware now includes other hardware devices besides desktops.
It is extremely rare for a computer device that does not connect to another device or a
network. Chapter 5 will go into this topic in greater detail.
 Figure 1.2.41.2.4: Network by Gerd Altmann from Pixabay is licensed under CC BY-SA 2.0

People

People built computers for people to use. This means that there are many different
categories in the development and management of information systems to help organizations
to create value and improve productivity, such as:

 Users: these are the people who actually use an IS to perform a job function or task.
Examples include: a student uses a spreadsheet or a word processing software program.
 Technical Developers: these are the people who actually create the technologies used to
build an information system. Examples include a computer chip engineer, a software
programmer, and an application programmer.
 Business Professionals: these are the CEOs, owners, managers, entrepreneurs,
employees who use IS to start or expand their business to perform their job functions
such as accounting, marketing, sales, human resources, support customers, among
others. Examples include famous CEOs such as Jeff Bezos of Amazon, Steve Jobs of
Apple, Bill Gates of Microsoft, and Marc Benioff of Salesforce.
 Figure 1.2.51.2.5: Jeff Bezos, by Seattle City Council via Flicker, Steve Jobs and Bill Gates by Joi
Ito via Flickr, Marc Benioff by Global Climate Action Summit 2018 via Flicker, All images are
licensed under CC BY-SA 2.0

 IT Support: These specialized professionals are trained to keep the information systems
running smoothly to support the business and keep it safe from illegal attacks. Examples
include network analysts, data center support, help-desk support.

These are just some of the key people; more details will be covered in Chapters 9 and 10.

Process

The last component of information systems is Process. A business process is a series of

steps undertaken to achieve a desired outcome or goal. Businesses have to continually innovate
to either create more revenues through new products and services that fulfill customers’ needs
or to find cost-saving opportunities in the ways they run their companies. Simply automating
activities using technology is not enough. Information systems are becoming more and more
integrated with organizational processes to deliver value in revenue-generating and cost-saving
activities that can give companies competitive advantages over their competitors. Specialized
standards or processes such as “business process reengineering,” “business process
management,” “enterprise resource planning,” and “customer relationship management” all
have to do with the continued improvement of these business procedures and the integration
of technology with them to improve internal efficiencies and to gain a deeper understanding of
customers’ needs. Businesses hoping to gain an advantage over their competitors are highly
focused on this component of information systems. We will discuss processes in Chapter 8.

Feedback

The class will be grouped in 5 and discuss and define the concept of technology. Share
examples of how technology has become an integral part of our daily lives

References

Laudon, K. C., & Laudon, J. P. (2011). Management information systems. Upper Saddle River, NJ:
Prentice-Hall.

https://workforce.libretexts.org/Bookshelves/Information_Technology/Information_Systems/
Information_Systems_for_Business/01%3A_What_Is_an_Information_System/
01%3A_What_Is_an_Information_System/
1.02%3A_Identifying_the_Components_of_Information_Systems#:~:text=Hence%2C
%20information%20systems%20can%20be,data%2C%20people%2C%20and
%20processes.&text=Each%20has%20a%20specific%20role,have%20a%20working
%20information%20system

1.3 Understand the Business

Learning Objectives
1. Define Business
Recognize the concept of a business entity engaged in various activities.
2. Business Process Modeling
Understand graphical representations in modeling business processes.
3. Business Profiles and Models
Explain the purpose and key elements of business profiles and models.
Prepatory Activity
 Presentation of Content

What Is a Business?

The term business refers to an organization or enterprising entity engaged in commercial,

industrial, or professional activities. The purpose of a business is to organize some sort of
economic production of goods or services. Businesses can be for-profit entities or non-
profit organizations fulfilling a charitable mission or furthering a social cause. Businesses range
in scale and scope from sole proprietorships to large, international corporations.

How profiles and models represent business functions and operations.

 Business Process Modeling

A business process model is a graphical representation of a business process

or workflow and its related sub-processes. Process modeling generates comprehensive,
quantitative activity diagrams and flowcharts containing critical insights into the functioning
of a given process, including the following:
 Events and activities that occur within a workflow
 Who owns or initiates those events and activities
 Decision points and the different paths workflows can take based on their outcomes
 Devices involved in the process
 Timelines of the overall process and each step in the process
 Success and failure rates of the process

 Business Profile

Is an overview that describes a company's overall functions. The business profile

often includes processes, organization, products, services, customers, suppliers,
competitors, constraints, and future direction.

 Business Models

Enable managers and systems analysts to understand day-to-day business

operations. A business model is a graphical representation of one or more business
processes that a company performs.

 Business Processes
 Describes a specific set of transactions, events, tasks, and results performed by the
firm. As the business world changes, systems analysts can look forward to working in new
kinds of companies that require innovative IT solutions, including Web-based systems that
serve customers and carry out online transactions with other businesses.

 Business Process Re-engineering (BPR)

Is the radical redesign of business processes to achieve dramatic improvements in

critical aspects like quality, output, cost, service, and speed. Business process reengineering
(BPR) aims at cutting down enterprise costs and process redundancies on a very huge scale.

Feedback

Reference

https://quizlet.com/263089036/systems-analysis-and-design-chapter-1-questions-flash-cards/

https://kissflow.com/workflow/bpm/business-process-reengineering-bpr/

https://www.investopedia.com/terms/b/business.asp

https://www.ibm.com/blog/business-process-modeling/

1.4 Impact of the Internet

Learning Objectives
1. Define the Internet and its global network function.
2. Understand how the Internet transformed businesses, expanding their reach globally.
3. Identify key communication tools like email and messaging, impacting business
communication.
4. Explore the rise of telecommuting and its role in reducing business overhead costs.

Prepatory Activity
Towards the conclusion of this topic, we'll engage in an activity focused on identifying
businesses that leverage the internet and examining the strategies they employ in doing so.

Presentation of Content
What is the Internet?
The Internet is a global network of billions of computers and other electronic devices. With the
Internet, it's possible to access almost any information, communicate with anyone else in the
world, and do much more.

How Has the Internet Impacted Businesses?

Twenty years ago, a business opened a storefront, put ads in the local paper, joined a
local networking organization and hoped the local customers needed what they had to offer.
All that changed with the inception of the Internet. A business is no longer dependent on its
local customer base for its survival; it now has a worldwide audience for its goods and
services. The Internet has changed not only a business' customer base, but how a business
communicates with its employees, and finds and manages the competition.

 Ability to Communicate

A business' ability to communicate with its employees, customers and associates changed
dramatically when the Internet yielded new communication tools. Email and instant
messaging have changed the face of business communication. According to a study
conducted by the Small Business Administration, 36 percent of women business owners and
38 percent of male business owners use email very frequently, while over half of both men
and women use email at least occasionally.

 Rise of Telecommuting

Many businesses are now offering the option for their employees to work from home using
office equipment provided by the company. This process, referred to as telecommuting,
allows a business to decrease its overhead costs by needing less office space and using less in
utilities for daily operation. According to the Suite Commute website, in 2008, 33.7 million
employees telecommuted.

 Marketing to a Wider Area

With the advent of Internet marketing, a business must stay abreast of the needs of its
customers. Competition is no longer localized; a business now has competition all over the
world. It is imperative that a business know what its customers want and deliver it. Surveys,
questionnaires, feedback forms and comments on a website can be used to monitor a
business' customers' needs.
  Using Digital Advertising

Including the Internet in a business' advertising budget extends a business' ability to attract
customers from their back yard to all four corners of the globe. Websites, banner placement
and search engine optimization, also referred to as SEO, allow a business to have a presence
on the web and reach millions of potential customers.

 Collaborating with Other Businesses

Working with other businesses and professionals is simplified with the use of the Internet.
Internet seminars, also called webinars, make collaborating on projects with people all over
the world as easy as logging onto a website.

 Using the Internet for Research

Businesses use the Internet to research new product ideas, new methods of creating products
and pricing information. A business can also research the competition to see what products
and services are offered. If a company is looking to expand into a particular location, the
Internet can be used to research the population, its needs and what products and services
would sell best in that area.

Feedback

Activity

Pair up with a classmate and together, find a business that effectively utilizes the Internet.
Explore the strategies employed by the chosen business in using the Internet for its
operations.

References

https://smallbusiness.chron.com/open-desktop-internet-shortcut-different-browser-
49990.html

https://edu.gcfglobal.org/en/internetbasics/what-is-the-internet/1/

1.5 Business Information System

 Learning Objectives

Prepatory Activity

Presentation of Content
In the past, IT managers divided systems into categories based on the user group the
system served

 Office Systems
An office system can be defined as an orderly arrangement of whole activities of an office
and framing of procedures to be followed for the effective and economic performance of work.
Office Systems refers to the various components and elements of an office, from
computers and work equipment to its physical layout and ambiance. It also covers the way
employees interact and the overall office culture.
 Operational Systems
An operational system is a term used in data warehousing to refer to a system that is used
to process the day-to-day transactions of an organization. These systems are designed in a
manner that processing of day-to-day transactions is performed efficiently and the integrity of
the transactional data is preserved.
 Decision Support Systems
A decision support system (DSS) is a computer program application used to improve a
company's decision-making capabilities. It analyzes large amounts of data and presents an
organization with the best possible options available.

Decision support systems bring together data and knowledge from different areas and
sources to provide users with information beyond the usual reports and summaries. This is
intended to help people make informed decisions.

 Executive Information Systems

An executive information system (EIS), also known as an executive support system (ESS),
[1]
is a type of management support system that facilitates and supports senior executive
information and decision-making needs. It provides easy access to internal and external
information relevant to organizational goals. It is commonly considered a specialized form
of decision support system (DSS).[2]
EIS emphasizes graphical displays and easy-to-use user interfaces. They offer strong
reporting and drill-down capabilities. In general, EIS are enterprise-wide DSS that help top-level
executives analyze, compare, and highlight trends in important variables so that they can
monitor performance and identify opportunities and problems. EIS and data
warehousing technologies are converging in the marketplace.
The term EIS lost popularity in favor of business intelligence (with the sub areas of
reporting, analytics, and digital dashboards).

Today, it makes more sense to identify a system by its functions and features, rather than
by its users.
 Enterprise Computing System

Enterprise Computing refers to business-oriented information technology that is critical

to a company's operations. It encompasses types of information technology tools that
businesses use for resource management, efficient production operations, relationship
management and back office support.

Enterprise Computing prepares students for careers stretching across many sectors and
industries and is much larger than what’s portrayed in popular culture and the news.

Careers can include but are not limited to:

 IT Manager
 Artificial Intelligence specialist
 Information Security specialist
 Computer Network Architect
 Data Scientist
 Computer Systems Analyst
 Cloud System Administrator
 Cloud Computing Engineer

 Transaction Processing System

A Transaction Processing System (TPS) is an information system that collects, stores,
modifies, and retrieves the data transactions of an enterprise. Transaction processing systems
also attempt to provide predictable response times to requests, although this is not as critical as
real-time systems. Rather than allowing the user to run arbitrary programs as time-sharing,
transaction processing allows only predefined, structured transactions. Each transaction is
usually short, and each transaction's processing activity is programmed in advance. It is an MIS
model.
  Business support System
BSS, short for business support systems, refers to the assortment of software programs that
help telecom organizations manage and streamline all customer-facing activities. These systems
cover the business side of telecom as opposed to the technology side. Sometimes referred to as
a business interface, BSS enables easy interactions between telecommunications providers and
customers—from ordering services to resolving billing issues to upgrading subscriptions.

BSS allows telcos to oversee and simplify a wide range of business and customer-related
activities, including:

 Billing
 Customer orders
 Subscriptions
 Customer notifications
 Service fulfillment
 Revenue management
 Product marketing
 Customer relationship management (CRM)

Because these systems impact the overall customer experience, they’re essential to the
success of modern telecommunications organizations. Effective BSS solutions help telcos
simplify workflows, monitor service quality, and resolve customer issues quickly. Telco
professionals who specialize in customer management and other business activities typically
manage and gain insights from business support systems.

 Knowledge Management System

A knowledge management system is any kind of IT system that stores and retrieves
knowledge to improve understanding, collaboration, and process alignment. Knowledge
management systems can exist within organizations or teams, but they can also be used to
center your knowledge base for your users or customers.
The meaning of knowledge management system, while broad in use, can be narrowed to
the following purpose: to help people utilize knowledge to better achieve tasks. When you look
at it like this, you can reframe it as a more proactive form of customer success. You can answer
customers’ questions in real time, as they’re struggling with their challenges, instead of
constantly answering the same questions in your support ticketing system.

There are many types of knowledge management systems, but they all share some common
characteristics. These include:
  FAQ content

 Forum or community feature

 How-to articles and tutorials

 Education, academies, and training programs

 Certificates

 Case studies

 Webinars

 User Productivity Systems

A user productivity system refers to a software or tool designed to enhance and optimize
the productivity of individual users or workers. It typically provides features and functionalities
that assist users in organizing tasks, managing time, collaborating with others, and improving
overall efficiency. The goal of a user productivity system is to enable individuals to work more
effectively, accomplish tasks more efficiently, and achieve better outcomes.

References
https://www.overstaytonight.com/office-systems/

https://en.wikipedia.org/wiki/Operational_system#:~:text=An%20operational%20system%20is
%20a,the%20transactional%20data%20is%20preserved.

https://www.techtarget.com/searchcio/definition/decision-support-system

https://en.wikipedia.org/wiki/Executive_information_system#:~:text=An%20executive
%20information%20system%20(EIS,information%20relevant%20to%20organizational%20goals.

https://en.wikipedia.org/wiki/Transaction_processing_system#:~:text=A%20Transaction
%20Processing%20System%20(TPS)%20is%20an%20information%20system%20that,critical
%20as%20real%2Dtime%20systems.

https://oec.lism.catholic.edu.au/enterprise-computing#:~:text=Enterprise%20Computing
%20refers%20to%20business,management%20and%20back%20office%20support.
https://www.microsoft.com/en-us/industry/operation-business-support-systems/oss-
bss#:~:text=BSS%20(business%20support%20systems)%20refers,services%20to%20resolving
%20billing%20issues.

https://www.hubspot.com/knowledge-management-systems#:~:text=A%20knowledge
%20management%20system%20is,for%20your%20users%20or%20customers.

https://www.coursesidekick.com/information-systems/3460575

1.6 What Information Do Users Need?

Learning Objectives

Prepatory Activity

Presentation of Content

A systems analyst must understand the company’s organizational model to recognize who is
responsible for specific processes and decisions and to be aware of what information is
required by whom.

 Top Managers

Top management is made up of senior-level executives of an organization, or those

positions that hold the most responsibility. Jobs titles such as Chief Operating Officer (COO),
Chief Executive Officer (CEO), Chief Financial Officer (CFO), President, or Vice President are
commonly used by top managers in organizations.

 Middle Managers and Knowledge Workers

Middle Managers

Middle managers are in charge of facilitating any changes needed in an organization and
creating an effective working environment. They administer day-to-day routines, monitors
performance and make sure everything is done in compliance with organization's needs.
Human resources.
Knowledge Workers

The term “knowledge worker” was first coined by Peter Drucker in his book, The
Landmarks of Tomorrow (1959). Drucker defined knowledge workers as high-level workers who
apply theoretical and analytical knowledge, acquired through formal training, to develop
products and services. He noted that knowledge workers would be the most valuable assets of
a 21st-century organization because of their high level of productivity and creativity.

They include professionals in information technology fields, such as programmers, web

designers, system analysts, technical writers, and researchers. Knowledge workers are also
comprised of pharmacists, public accountants, engineers, architects, lawyers, physicians,
scientists, financial analysts, and design thinkers.

 Supervisor and Team Leaders

Supervisor

A Supervisor is a key figure within an organisation, overseeing and managing employees' daily
activities or a work team. Their primary role is ensuring tasks and projects are completed
efficiently and effectively. Supervisors provide their team guidance, instruction, and direction,
often serving as a first point of contact for employees' work-related issues.

They are also tasked with performance evaluation, offering feedback, and sometimes involved
in disciplinary actions. Supervisors are critical in maintaining workflow, managing resources,
and ensuring the team's efforts align with organisational goals and objectives.

Team Leaders

A Team Leader provides a group with guidance, instruction, and direction to achieve a specific
task or project. This role involves facilitating team dynamics, motivating team members, and
fostering an environment conducive to effective collaboration and productivity.

Team Leaders typically have a hands-on approach, working closely with their team members to
ensure tasks are completed efficiently. They also play a crucial role in team problem-solving,
decision-making, and conflict resolution. A Team Leader's primary focus is on team cohesion
and performance, ensuring that the group's activities align with broader organisational
objectives.
  Operational Employees

Basically an Operations employee contributes to making an employer’s wheels run less

expensively with fewer squeaks and bumps.

Operations employees generally have the following types of responsibilities, depending on

the level of job and type of employer:

 Reviewing how various departments within an employer interact, share information,

deal with customers, and do things like make joint purchases of supplies or outside
services

 Making recommendations on how to increase efficiencies, in order to save money,

reduce cycle times, and improve customer satisfaction

 Planning and putting into action projects that do the above

 Working with people at various levels in each department to gather information and
see how they do their jobs

 Developing training procedures and guidelines on how to perform duties better

 Keeping management informed of trouble spots in advance before major problems

occur, and proposing cost-effective solutions

The measure of a successful Operations person is the employer’s productivity levels. For
instance, if Elliot’s employer consistently meets delivery deadlines for the products it makes, if
there are fewer breakdowns in the manufacturing process, and departments are banding
together to boost their purchasing power for supplies, then Elliot is definitely doing his job well.

References
https://www.google.com/search?q=%E2%80%A2%09Top+Managers%0D%0A%0D
%0A&sca_esv=2e1e5fac6755c7bb&sxsrf=ACQVn0-_G7P11jVp1U6d7piZHQU_UHc3rw
%3A1708613735723&ei=Z2DXZbnhK8rc2roP0r68wAc&ved=0ahUKEwj5sJqWmr-
EAxVKrlYBHVIfD3gQ4dUDCBA&uact=5&oq=%E2%80%A2%09Top+Managers%0D%0A%0D
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WBBiwAzIKEAAYRxjWBBiwAzIKEAAYRxjWBBiwAzIKEAAYRxjWBBiwAzIKEAAYRxjWBBiwAzIKEAAY
RxjWBBiwAzIKEAAYRxjWBBiwAzIKEAAYRxjWBBiwA0jPC1DOCFjOCHABeAKQAQCYAbwCoAG8Aq
oBAzMtMbgBA8gBAPgBAvgBAcICBBAAGEeIBgGQBgk&sclient=gws-wiz-serp

https://www.google.com/search?q=
%E2%80%A2+Middle+Managers&sca_esv=2e1e5fac6755c7bb&sxsrf=ACQVn0-F_QjlX7K1pjEE-
eF8FUQ5jAougw%3A1708614801498&ei=kWTXZYqCHsTi2roPxcO4mA4&ved=0ahUKEwjKjrSSnr-
EAxVEsVYBHcUhDuMQ4dUDCBA&uact=5&oq=
%E2%80%A2+Middle+Managers&gs_lp=Egxnd3Mtd2l6LXNlcnAiE-
KAoiBNaWRkbGUgTWFuYWdlcnMyBBAjGCcyBhAAGBYYHjIGEAAYFhgeMgYQABgWGB4yBhAAG
BYYHjIGEAAYFhgeMgYQABgWGB4yBhAAGBYYHjIGEAAYFhgeMgYQABgWGB5I_hxQ_AdYxRdwA
ngAkAEBmAGXAqABlBSqAQQyLTExuAEDyAEA-
AEBwgIKEAAYRxjWBBiwA8ICCBAAGBYYHhgPiAYBkAYI&sclient=gws-wiz-serp

https://www.theknowledgeacademy.com/blog/team-leader-vs-supervisor/#:~:text=A%20Team
%20Leader%20primarily%20focuses,responsible%20for%20strategic%20decision%2Dmaking.

https://www.monster.ca/career-advice/article/operations-job-titles-canada

1.7 Systems Development Tools and Methods

Learning Objectives

Prepatory Activity

Presentation of Content
1.8 Systems Development Guidelines

Learning Objectives

Prepatory Activity

Presentation of Content

1.9 The Information Technology Department

Learning Objectives

Prepatory Activity

Presentation of Content