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Detailed Contents
PREFACE iii
1 Introduction to Information
Systems 1
Case 1.1 1
Introduction 2
1.1 Why Should I Study Information Systems? 3
1.2 Overview of Computer-Based Information
Systems 10
1.3 How Does IT Impact Organizations? 18
1.4 Importance of Information Systems to Society 23
Summary / Chapter Glossary / Discussion Questions
/
Problem-Solving Activities / Chapter Closing Case
Case 1.2 30
2 Organizational Strategy,
Competitive Advantage,
and Information Systems 33
Case 2.1 33
Introduction 34
2.1 Business Processes 35
2.2 Business Process Reengineering, Business
Process Improvement, and Business Process
Management 41
2.3 Business Pressures, Organizational Responses,
and
Information Technology Support 45
2.4 Competitive Advantage and Strategic
Information
Systems 53
Summary / Chapter Glossary / Discussion Questions
/
Problem-Solving Activities / Chapter Closing Case
Case 2.2 65
3 Ethics and Privacy 67
Case 3.1 67
Introduction 68
3.1 Ethical Issues 68
3.2 Privacy 74
Summary / Chapter Glossary / Discussion Questions
/
Problem-Solving Activities / Chapter Closing Case
Case 3.2 87
Contents
4 Information Security and
Controls 89
Case 4.1 89
Introduction 92
4.1 Introduction to Information Security 93
4.2 Unintentional Threats to Information Systems 94
4.3 Deliberate Threats to Information Systems 97
4.4 What Organizations Are Doing to Protect
Information Resources 107
4.5 Information Security Controls 110
4.6 Personal Information Asset Protection 121
Summary / Chapter Glossary / Discussion Questions
/
Problem-Solving Activities / Chapter Closing Case
Case 4.2 126
5 Data and Knowledge
Management 129
Case 5.1 129
Introduction 130
5.1 Managing Data 131
5.2 The Database Approach 133
5.3 Big Data 137
5.4 Data Warehouses and Data Marts 147
5.5 Knowledge Management 156
5.6 Appendix: Fundamentals of Relational Database
Operations 158
Summary / Chapter Glossary / Discussion Questions
/
Problem-Solving Activities / Chapter Closing Case
Case 5.2 169
6 Telecommunications and
Networking 171
Case 6.1 171
Introduction 173
6.1 What Is a Computer Network? 173
6.2 Network Fundamentals 176
6.3 The Internet and the World Wide Web 181
6.4 Network Applications: Discovery 188
6.5 Network Applications: Communication 191
6.6 Network Applications: Collaboration 194
6.7 Network Applications: Education 198
Summary / Chapter Glossary / Discussion Questions
/
Problem-Solving Activities / Chapter Closing Case
Case 6.2 204
7 E- Business and E- Commerce 206
Case 7.1 206
Introduction 209
7.1 Overview of E-Business and E-Commerce 210
7.2 Business- to- Consumer (B2C) Electronic
Commerce 215
7.3 Business- to- Business (B2B) Electronic
Commerce 224
7.4 Ethical and Legal Issues in E-Business 228
Summary / Chapter Glossary / Discussion Questions
/
Problem-Solving Activities / Chapter Closing Case
Case 7.2 235
8 Wireless, Mobile Computing, and
Mobile Commerce 237
Case 8.1 237
Introduction 238
8.1 Wireless Technologies 239
8.2 Wireless Computer Networks and Internet
Access 248
8.3 Mobile Computing and Mobile Commerce 255
8.4 The Internet of Things 259
Summary / Chapter Glossary / Discussion Questions
/
Problem-Solving Activities / Chapter Closing Case
Case 8.2 266
9 Social Computing 268
Case 9.1 268
Introduction 271
9.1 Web 2.0 272
9.2 Fundamentals of Social Computing in Business
278
9.3 Social Computing in Business: Shopping 280
9.4 Social Computing in Business: Marketing 286
9.5 Social Computing in Business: Customer
Relationship Management 290
9.6 Social Computing in Business: Human Resource
Management 293
Summary / Chapter Glossary / Discussion Questions
/
Problem-Solving Activities / Chapter Closing Case
Case 9.2 298
10 Information Systems within the
Organization 300
Case 10.1 300
Introduction 301
10.1 Transaction Processing Systems 301
10.2 Functional Area Information Systems 303
10.3 Enterprise Resource Planning Systems 310
10.4 ERP Support for Business Processes 317
Summary / Chapter Glossary / Discussion Questions
/
Problem-Solving Activities / Chapter Closing Case
Case 10.2 324
11 Customer Relationship
Management and Supply
Chain Management 326
Case 11.1 326
Introduction 328
11.1 Defining Customer Relationship
Management 328
11.2 Operational Customer Relationship
Management
Systems 333
11.3 Other Types of Customer Relationship
Management Systems 338
11.4 Supply Chains 341
11.5 Supply Chain Management 343
11.6 Information Technology Support for Supply
Chain
Management 350
Summary / Chapter Glossary / Discussion Questions
/
Problem-Solving Activities / Chapter Closing Case
Case 11.2 360
12 Business Analytics 362
Case 12.1 362
Introduction 364
12.1 Managers and Decision Making 365
12.2 The Business Analytics Process 369
12.3 Descriptive Analytics 372
12.4 Predictive Analytics 375
12.5 Prescriptive Analytics 383
12.6 Presentation Tools 386
Summary / Chapter Glossary / Discussion Questions
/
Exercises / Data-Driven Exercise / Chapter Closing
Case
Case 12.2 393
13 Acquiring Information Systems and
Applications 395
Case 13.1 395
Introduction 396
13.1 Planning for and Justifying IT Applications 396
13.2 Strategies for Acquiring IT Applications 400
13.3 Traditional Systems Development Life Cycle
406
13.4 Alternative Methods and Tools for Systems
Development 410
Summary / Chapter Glossary / Discussion Questions
/
Problem-Solving Activities / Chapter Closing Case
Case 13.2 419
Technology Guide 1
Hardware 420
Introduction 420
TG 1.1 Introduction to Hardware 421
TG 1.2 Strategic Hardware Issues 421
TG 1.3 Computer Hierarchy 422
TG 1.4 Input and Output Technologies 424
TG 1.5 The Central Processing Unit 425
Summary / Technology Guide Glossary/ Discussion
Questions / Problem-Solving Activities
Technology Guide 2
Software 433
Introduction 433
TG 2.1 Software Issues 434
TG 2.2 Systems Software 436
TG 2.3 Application Software 436
Summary / Technology Guide Glossary/ Discussion
Questions / Problem-Solving Activities
Technology Guide 3 Cloud
Computing 440
Introduction 440
TG 3.1 Evolution of IT Infrastructure 441
TG 3.2 What Is Cloud Computing? 442
TG 3.3 Different Types of Clouds 446
TG 3.4 Cloud Computing Services 448
TG 3.5 The Benefits of Cloud Computing 452
TG 3.6 Concerns and Risks with Cloud
Computing 454
TG 3.7 Web Services and Service-Oriented
Architecture 457
Summary / Technology Guide Glossary / Discussion
Questions / Problem-Solving Activities
Technology Guide 4 Artificial
Intelligence 462
TG 4.1 Introduction to Artificial
Intelligence 462
TG 4.2 Artificial Intelligence Technologies 465
TG 4.3 Artificial Intelligence Applications 468
Summary / Technology Guide Glossary / Discussion
Questions / Problem-Solving Activities
INDEX 475
 Introduction to Information Systems

CHAPTER OUTLINE LEARNING OBJECTIVES

1.1 Why Should I Study Information Systems? 1.1

Identify the reasons why being an informed user of
information systems is important in today’s world.
1.2 Overview of Computer-Based Information
Systems
1.2 Describe the various types of computer-based
information
systems in an organization.
1.3 How Does IT Impact Organizations? 1.3 Discuss
ways in which information technology can affect
managers and nonmanagerial workers.
1.4 Importance of Information Systems to Society
1.4 Identify positive and negative societal effects of
the increased
use of information technology.
Opening Case Case
1.1 The Digital Transformation of the Canadian
Imperial Bank of Commerce (CIBC)

The Background and the Problem

Canadian Imperial Bank of Commerce (CIBC) is the
fifth largest bank by total assets in Canada. CIBC
(www.cibc.com) was formed on June 1, 1961 as a
result of the merger of two chartered Canadian
banks: Canadian Bank of Commerce (est. 1867) and
the Imperial Bank of Canada (est. 1875). Despite
being an old institution, CIBC has a history of
embracing technology. For instance, it was the first
Canadian bank to introduce a 24-hour cash
dispenser in 1969 and the first to offer automated
telephone banking in 1992. In addition, CIBC was
the first among the five large Canadian banks to
introduce an app for mobile banking and to offer
eDeposit. In early 2010, CIBC realized that to be
successful in the financial services industry, it needs
to up its digital innovation even further. The industry
was, and still is, facing numerous threats from
startups and established players like Apple and
Google that are luring away customers from
traditional banks by providing more convenient
payment and banking options. Such options are
especially appealing to millennials, 71 percent of
whom would rather go to the dentist than to hear
from their bank and 33 percent believe that in five
years they will not need a bank. In fact, 73 percent
of millennials are more excited about a financial
product from companies like Google Inc. and PayPal
Holdings Inc. and a third are open to switching
banks in the next 90 days. Digital Solutions To
address the concerns and to enable nimble
responses to the technologically evolving
environment, CIBC decided to undergo a digital
transformation. So, unlike the common practice in
many banks, CIBC did not want to run the digital
channel as only one service channel alongside
branches, ATMs, and telephone banking. However,
maintaining a high level of digital engagement
requires continuous innovation. Although such
innovation was not new to CIBC, the bank knew that
it needed a dedicated effort to succeed in the digital
channel. One project that had a particularly positive
impact on CIBC’s endeavour to attain digital
transformation was Live Labs. Located in Toronto’s
MaRS Discovery District, CIBC Live Labs, an
innovation and digital technology centre, strives to
build, test, and launch digital solutions to enhance
customers’ experience. Some of their most
successful solutions released to date are: • Apple
watch banking app: CIBC was the first Canadian
bank to launch a mobile banking Apple Watch™ App
that enables customers to check their balance and
transactions, transfer funds between accounts,
locate a CIBC branch or ATM, etc. • CIBC Hello
Home: This is a new iOS app that makes mortgage
applications easier and more convenient. The app
allows users to apply, negotiate, track, and receive
approval of their mortgage from their iPhone. •
Natural language voice search for mobile banking:
This is an inapp voice command that allows users of
the CIBC mobile banking app to access various
features and to explore products with a simple voice
prompt. For instance, if a user says “send money,” a
list of options, such as e-transfers, is presented.
Results CIBC’s efforts did not go unnoticed. In 2016,
CIBC earned the highest overall score in the
Forrester Research Canadian mobile functionality
benchmark. According to the Forrester Research
report, CIBC stands out by supporting diverse
mobile touch-points and excelling at marketing and
sales with features such as pre-approved offers and
pre-filled applications in the mobile app.
Subsequently, in March 2017, CIBC was recognized
as the leader in mobile banking services and
experience in Canada by Surviscor. Surviscor is a
North American firm specializing in the analysis and
ranking of Canadian digital customer experiences
provided by service firms. CIBC also won the
prestigious award of IT World Canada Digital
Transformation in 2017 mainly as a result of its
launch of CIBC Live Labs. In terms of return on
investment (ROI), before embarking on its digital
transformation, CIBC’s sales from its digital channels
made up 2 percent or less of its revenue. This
number increased to 12 percent in three years after
the bank engaged in digital transformation. The bank
also saw a growth in digital transactions to 85
percent of day-today banking. In addition, CIBC’s
sales of digital products and services increased from
250,000 units in 2014 to 1.1 million units in 2017.

Introduction
Before we proceed, we need to define information
technology and information systems. Information
technology (IT) refers to any computer-based tool
that people use to work with information and to
support an organization’s information and
information-processing needs. An information
system (IS) collects, processes, stores, analyzes,
and disseminates information for a specific purpose.
IT has far-reaching effects on individuals,
organizations, and our planet. Although this text is
largely devoted to the many ways in which IT is
transforming modern organizations, you will also
learn about the significant impacts of IT on
individuals and societies, the global economy, and
our physical environment. In addition, IT is making
our world smaller, enabling more and more people
to communicate, collaborate, and compete, thereby
levelling the competitive playing field. This text
focuses on the successful applications of IT in
organizations; that is, how organizations can use IT
to solve business problems and achieve a
competitive advantage in the marketplace. However,
not all business problems can be solved with IT.
Therefore, you must continue to develop your
business skills! When you graduate, either you will
start your own business or you will work for an
organization, whether it is public sector, private
sector, for-profit, or not-for-profit. Your organization
will have to survive and compete in an environment
that has been radically transformed by information
technology. This environment is global, massively
interconnected, intensely competitive, 24/7/365,
real-time, rapidly changing, and information-
intensive. To compete successfully, your
organization must use IT effectively.

Find the Full Original Textbook (PDF) in the link

below:

CLICK HERE