زیر ساخت سازمانی

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Chapter 7 Enterprise Infrastructure, Metrics, and Business Continuity Planning: Building and Sustaining the Dynamic Enterprise McGraw-Hill/Irwin Copyright © 2010 by the McGraw-Hill Companies, Inc. A rights reserved. 

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STUDENT LEARNING OUTCOMES هه لوصو و ‎Oesoribe how‏ .)0 ‎kardwore od‏ حون لا ماو لمه عنوظ) ,ه ۳ ۱ ف ‎PY‏ ‎Por‏ وی لو رام باه له صوووون ‏ و ‎success oP IT spstews.‏ هذا 55255 ‎Opsoribe busicess voctiouiy phroricy (BOR) ord‏ .+ ‎ ‎ ‎ ‎ 

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STATE OF CALIFORNIA DIGS ITSELF OUT OF A TECHNOLOGY HOLE © CalPorcta’s Boverwor Crack ‏عسل وولو‎ voents the state oP be oc “elite” tP prozac ‏نوكصاصجاعها‎ ‎ig ۳ ‏ع‎ 0 choleagicgy task Por ‏وه‎ qoverned Ect Der Dubai, the Pirst statewide C10, kas ker works pat out Por ker 

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STATE OF CALIFORNIA DIGS ITSELF OUT OF A TECHNOLOGY HOLE © ‏مرس‎ 1۲۱ stroteqies uross IPP state ‏سره‎ ‎ed deportes 0 O@reuk dows tendiivod silos ‏دصوصكاا عوصدده‎ depotweds ced ogee ° Qeevoluae the state's curred project bist, uwhick fuhides suwe projevis that wil take ID peus to ‏ام‎ ‎(G,OOO) oF‏ 99۸۵ و من ع ‎Placing Por‏ ا ‎the state's VT workPore‏ ‎ ‎ ‎ ‎ 

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STATE OF CALIFORNIA DIGS ITSELF OUT OF A TECHNOLOGY HOLE a. Okat sont oP. pow puter-bused interuniioas have pou fred with: pour tov, Doi, or state yovercnneddt? ©. Ia whet wap(s) did teckooloqy supper or hier Private sevior to the use oP teva? 

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CHAPTER ORGANIZATION ۱ Ietreoduction: GoD ‏مه موسر‎ 0 ‏بو‎ Werdworr ord GoPiware TeProsteucture ‏وله مورا‎ #2 9. ID Guovess Detrivs ‏سم مسا‎ #O 00. Ousicess Cvcticuity Phrccicy ‏مورا‎ Outcowe # 

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INTRODUCTION: SoA ‎ta Chapter O‏ وه لد صميو ا ‎© Geruice-vriewted achtevture (On) - perspevive that Poowses oc the developwedt, use, od reser oP sed seP-opociced bloke oP pode (coled servires) to weet oll opphcdivg soPtwore weeds ‎© GpPwware code is oot developed solely Por ‏علدو ه‎ ‏عا ‏لو لوك صط ممص امكل لايجا جعي ددر مدع او[ ‎ ‎ ‎ ‎ 

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INTRODUCTION: SoA © Coo exteod Go to ‏تمس صضی جوا‎ 0 ‏لب وتو 69 وظ‎ be... © bec ‏داك عه كجه‎ nesvurves to the best wo 0 rountve ic oddressiog chooges ic the worket D Quick to respoed ood adopt io odveures ia techovlogy ج)ملا/ لمه وسخصماك ,وووعوع صم صا بأ أموم ار رن ۱۱9 ‎WworkPorce‏ مره له ربمم و موی وا عورشان 78 

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INTRODUCTION: SoA © Go Pooused speciPicaly va VD | Custowers 1! Gud users D GoPwoure develppwect © dePorativa weeds 0 Wherdwvare ‏ونم‎ 

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INTRODUCTION: SoA CUSTOMERS * Multi-channel service delivery * Consistent, high-quality interactions regardless of the venue * Customizable product and service capabilities Custowers should be uble to “phic aed plop” tat pour ‏و له تم‎ the sve Pleusuruble experieuse revyardiess of the chucet 

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INTRODUCTION: SoA END USERS * Fully integrated ERP system among vendors * Interoperability of modules by the same vendor * Interoperabil ‘* Mobile computing (access to information and software regardless of location and device) @ad wers shad hwe uscess to whoever ‏روا موه اجه موم وخ‎ ceed reqardess oP where they (he ead ers) oF 

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INTRODUCTION: SoA OvPware developwet should Poous va ‏عاتادصيجه‎ ‎vowpourds (services) ‏رو امه وت‎ develppwed ‏وله بنله له عص الاو‎ of Pravin Deb C.D upplications. 

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INTRODUCTION: SoA INFORMATION NEEDS * End users with access to all types of information * Integrated information, business intelligence, and knowledge + Data warehouses * Standard information formats * Integrity controls * No duplicate information 4ePorwwotive would be treated approprivtely us a ۱ resource — protevied, wonned, oryenized, od wade available to everpour Who weds it. 

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INTRODUCTION: SoA HARDWARE REQUIREMENTS * Integration of different technologies and technology platforms * Large storage capacity * Your focus on logical, not physical * Safe and secure telecommunications platform Wardwere is bok intecrated ed troasporeut. 214 

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HARDWARE AND SOFTWARE INFRASTRUCTURE 0 4ePrastructure — the structure beau o structure 0 40 iPrasteuvture is the isoplespectatiod DP pour or<peizeica's unckiterture 

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ERP Revisited © @row Chupter C, @uterprer ‏ار ور‎ (ERE) syste — colevivs ‏وراه اوه اه‎ Por bustuess wornyeweu, uscvuctiog, Procace, supply ‏واه راو موه ی‎ wore went, روصشلسوحادأمصدب ,أمجدوجوحوحهم وكاعحصتماصه عجووكصاط جر Pic. 1 ERO ts big business D Cederd qoveravedt wil speod $P.P bios vo CRP it ۰0009 هو عصمموی 166 یو ‎OO% of‏ 5 درو 

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ERP Revisited © Opxwicert CRP providers — GBP, Orcte/PevpteGoht, GG Clobd, ond ‏مهن‎ ‎7 @bou SO or sv established ewerxiery BRP Invensys www. invensys.com Cincom www.cincom.com Visibility vww.visibility.com Verticent www.verticent.com 12 www.i2icom Extensity wwwextensity.com QAD www.gad.com Epicor www.epicor.com IFS www.ifsab.com Ceecom www.ceecom.com Exact www.exactamerica.com Ramco www.ramco.com 

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ERP Evolution © MRP -— 19° Os; Poous va productive phos, ‏عدالداجادس‎ fae requineweus, pocurewed) basic ‏سنجمه موه‎ Poms © ORE 11 -— 900: ‏ط مسا لا تحعطه‎ tached Piccocidl cod ‏مه مرو پم‎ serve usu decisive support tool Por wooagers DSS 81S crm &.scm MRP a ‏موع‎ Ea 1970 180 1980 2000 

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ERP Evolution © ERP = bate (OCDslewl) (O0O0s; Pocus va priticd “feos to socket”; shorter bead fieoes} pustowers wot it aU 2 ERE 11 = today; Povus vo vowplete CRP iteyrative with ORO, busiaess inteligguce, ud u host 0558: 85 CRM & SCM fad ۴۴۱ ‏ام موع‎ 1970 1980 1990 2000 

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ERP and SoA D Por CRO to integrate evervikiog, everyikiacy cust be phepond-play powpourds or services © Oh woddes oP oa CRE vector wust be interpperabhe 0 GpPiwore Pow wutiple BRC vecdors wust be interpperabhe ‎Whe foPrastructure beacuh wuet be hiddeo Pro‏ ا ‎wwers und mustowers‏ ‎ ‎7-20 ‎ ‎ ‎ ‎ 

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ERP and SoA 

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SoA-Enabled ERP Advantages © Rethabhe Porccticd 0) Gasp ucaptabilipy 5127255 ‏بلااطادادجك لور ووو ]| ا‎ © Quid dota ccd @bbd vureack pperdives recede 1 (-busivess support 0 ‏دون صاصرص لجه بصدمذاع()‎ ‏سل‎ Oost reductiva 

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SoA-Enabled ERP Disadvantages نو ادوج حاصو وو ا ‎L Dime poasusvicny‏ وله عاطه موی 0 0 ] 0 ‎Oot euough exteuded‏ 0 خام رلاوسرص اومن خاو عاعمرا ]1 ولو لبون[ 0 Dov wep Pecks 

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7-24 Supporting Network Infrastructures 0 ‏را وی امومولمیط - رنه -ولمججوو)‎ ‏هط‎ Por wp VP ‏موی‎ ‎© Oevediraized © Opctratzed 2 Optrbuted © Chea server 1 ered 

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7:28 Decentralized Network Infrastructure © Oepeutratzed — iavolves tithe or ow shorter oP ID ed other resvurves suck us iPod ‎worxisteat today‏ ایآ[ ‎ ‎ ‎ ‎ 

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7-26 Centralized Network Infrastructure ۱ — sharicy icPorwuiion systews ia vo peuicd aned or oo ‏وهای اه ور‎ 0 bike depedirdized, kvost uscextistect today 

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Distributed Network Infrastructure © Otstibuted — distributtry the tcPorevatiog ord provessivy power oP VD systews vid a ‏وه‎ | ‏ا ل‎ ieProstructune (ك)دصهما جكا صا لصتدصصاه جا ‎@rovessiog uivity‏ © عوصك ججا بلأمصصة نات أووجه جوج اذ ‎where‏ 2727 

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Distributed Network Dallas Office 

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Client/Server Infrastructure ‎tProsiructure (aetwork) — var or wore‏ لسن[ ‎vowputers that ure servers Wwhick provide servives tv‏ ‎viker powwputers, othed chests‏ ‎D Gervers ocd cheots work toyether ۰ ‏وه‎ ‎processing, inPorwotive storage, ‏عاج‎ ‎0 Okeo pou surf the Deb, ‏جار طلسن هذا‎ cetwork ‏امه ها عمجم ام‎ ‎ ‎7:29 ‎ ‎ ‎ ‎ 

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Client/Server Infrastructure Client Database Server Application Server 

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Tiered Infrastructure 0 Dered (kver) — the VP spstew is pontiticard iat ters ‏ات۳‎ ‎| eter — state wackice ‏رت‎ bosic clea! server relaivoship O-ter — chest, oppliccivg server, dota or database server O-ter — sodible O-ter structure wi wore servers 731 

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7-32 Tiered Infrastructure 523 1 ۲ Sion Data Tier tier Business Logie Tier ig Application Server 

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CLOUD COMPUTING ۱ today © Oud vowputeay — sovdel it hick coy ood of IP resources ure delivercd us u set oP services vin the ‏اوه‎ ‎/ ‏ا‎ ‎D @rocessicy power D Date storey Backup Porites © Developed tovks © Diteraly ever visi 7:33 

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7-34 Protection (Wirus, spar ete) CLOUD COMPUTING ‘THE CLOUD Application Servers (SCM, CRM, et.) Bookup Faciition ouseblo Softwar Components Processing Powor (cru) Information ‘Storage Software evelopment ‘Tools 

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Many Implementations of the Cloud Dt voted ???-as-c-service, pr Pak © Gea (spPiwere) — poy Por soPwore vou pop-per- use busis 2 Ae® (hatdeae) — poy Por the use oP hardware ‏جه جود واج نووم د وم‎ © Aga (iePrastructure) — poy Por the use oP foPrestructure vowpoards (cow ‏ره هط‎ etwork servers, piv) va 0 pop-per use basis BaaG (everyitay) — poy Por the use oP prevorities ‏و00 وتو‎ 735 

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Advantages of the Cloud 0 Device aortic — se wey ‏لو‎ user device to woess what pou oped oa the cloud © Othe coeputeg — pay Por coy whet pou use tostecrd DE bupicry techoology 0 Gieviar to utiles Hike electricity ood voter D Gieviar to tobi o ‏روا اه لصو مها‎ a oor 7:36 

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Advantages of the Cloud © bower capita ‏موه‎ 0 Lower bariers to esr 0 oowedate uess too brood rea oP upplivaivd ‏جمورر امو‎ / svutablty 

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IT SUCCESS METRICS 0 Dp justify costs oP teckuloop, pou ceed to weosure its UDC SS Optics are dso vole beackwarks, bosrlice ude UW spstew seeks to utc. © @eackworktay — provess oP ‏سوه باتوی‎ syste rests ond powporiey thew to beakworks 

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Efficiency & Effectiveness Metrics DOP Rptecwy — die sowethiag right 0 dq the least fie 0 lowest cost Dik the Pewest errors 1 65 1 ‏ص۳۵‎ - oie the ‏رجا نطو‎ 1 ‏توا مارب رها وا صوموصم ممزو)‎ visit your site ۲ @eswertey the right question witk the right coswer the Pirst twe ص 1 7:39 

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شم ل 111 Efficiency & Effectiveness High Efficiency Bottom-Line Initiatives, such Transformational as SCM 0 Initiatives Top-Line Initiatives, such \ 9 as CRM ottexo-hor tataives tupicdly Pocus oo ePPicteugy, ushie top-hoe tettaives trod to Poms High Effectiveness ‏.عجوو اناج د‎ 7-40 

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Types of IT Success Metrics ‎wetrice‏ موه اه ‎Oeb-veutric wetrice‏ © ‎© Cod vecter wetrice ‎© Piccarial wetrice ‎741 ‎ ‎ ‎ ‎ 

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Infrastructure-Centric Metrics | ‏و11‎ were - erasure oF ePRiewyp, speed, ced/or capariiy oP ‏رای‎ Do Dkrpugkput— acount oP icPorevatiog thot met puss through ‏ممه مجر و جز ومصاصرك ه‎ oF fie | 17! ‏لججمد - لجوجو وطادوحوي‎ ot whick o spstew vot ۳۲۲7۲۲9۶ ۲ ۳۵۵۵ جه اجه اجسمجوجن - رول‌لمری مویرق !1 مصوورو و ‎fice‏ اه موه موه اه رحمتمربول همم عه ‎fs downs‏ 7-42 

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Infrastructure-Centric Metrics 0 *hPrestruture-peuire weir — worse oF ePRiewyp, speed, ced/or capariiy oP ‏رای‎ ‎wesured iaversely os err rote, vr‏ - روج محد )8‏ ا ‎a‏ ما ما لهج ‎the cucber oP errors per‏ حصاه ۳۲ ود ‏وجب ه صا لجوج صا جرا بت ورن - و8 ‎espouse‏ © ‎yeurroted eved like a wouse click‏ ‎© Gpukbiip — cooweptud wetric related to how well o spstess ooo be adapted to ‏جلجومهل مهو‎ ‎7-43 ‎ ‎ ‎ ‎ 

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Web-Centric Metrics Oeb-peuric were — wesasure of the sucess ‏خا‎ ‎pour Deb und e-busivess inifvives © Outque vetors — # oP usigue visiiors too site (Diesed Ort Ruitge privary wetriz) © Dore kite — wocber of visits tou vite 0 age exposures — wenn pore exposures ti ot © Opwersird rae - % oF poteotal mustowers who visit pour site cod who uct buy soswethioy 7-44 

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Web-Centric Metrics ‎eure oP the success of‏ - جفؤوب جهو وباو( !ا ‎pour Deb on e-business iviivives‏ ‎© Olet-tavuck - # oP people who vlick vo oo od ood we fokeu to cater site ‎° Opstper-touscdd — sles dollars yecrruted per ‎© @beadbued reystrutpas - # who stort to reqister ut pour site ced theo uboedod the process ‎© @beadbued skoppiay verte - # who rede ou skoppiccy pet ced theo oboerdza it ‎7-45 ‎ ‎ ‎ ‎ 

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Call Center Metrics Odi puter ‏وین‎ — weosures the survess oP ‏لمج‎ ‎veder EPP pris © @bardeo rate - % cucvber oP colers who bey uz white uvcitiogy Por their call to be answered © Querne speed @ aswer (PEO) — were te, ‏الوم‎ ia sevoeds, thot it takes Por o coll to be eswered by oa acted perso 7-46 

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Call Center Metrics Odi puter ‏وین‎ — weosures the survess oP ‏لمج‎ ‎veder EPP pris © Deoe service Pactr (TGP) - % oF vx ‏ات روم‎ 0 spevitic tite Prone, suck os 90 ow 9O serous © Pret od resvhiod (POR) - % of calls thot vot be resvved without haviery t7 val back 747 

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Financial Metrics © Obicoately, a VD spstess wust woke Prococtd seus [ ‏الم‎ wetdos ore uso dled cupid! ‏تراهم‎ ‏عاصلج دنتسم‎ | Oeap ed varied Do Yow wil teara these ced their upplicatives to vier ‏یمام‎ 7-48 

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Financial Metrics Financial Model Formula ‘Type of Result Payback method (in years) ‏او‎ = time to pay back Annual net cash flow Cost-benefit ratio (as a factor) Benefits = cost-benefit ratio Costs. Return on investment (Benefits — cost — depreciation) = net benefit (ROI, as a percent) useful system life Net present value (NPV, in $) Total net present value of all cash flows” _= value today of return in future Internal rate of return ‘The NPV represented as a percentage return’ = expected return (RR, as a percent) ‘The net present value and internal ate of return cleulation ate too comple to summarize above. So both are detined completly below rn of he presen value of al futur payments les the ita cost y+ S{Cralt +f] where CF = the inal cost ‏سس‎ future payment ۳ rate {5 the numberof te Ue payment Net present value the rate thot completes the following summation equstion con 7-49 

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IT Metrics and Service Level Agreements 0 ) ‏امحصحصيه أصحا حرمو‎ (GL) — Por, © GLO@s wost twhide WP surcess wetrics D GLOs we betwees ‏له تمه سم‎ 0 GL@s dePiae kow pou wil weosure the putsmurcicy prvsizaicd's ePPpris 0 Dhese weusures ure iu service bel sped (CL®) or serve buel vbpcives (CLO) 

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IT Metrics and Service Level Agreements 0 GLOs we dv betwers ‏جه له شمه مه‎ © @ppicuca serve provider (BGP) — supplies Aetercet thot would viherwise ‏توص من لو‎ Do wputers 0 4B pow eocage oo OG, pou would do sv wi ot GLO 

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BUSINESS CONTINUITY PLANNING 0 Ouokese cocina PRR) (®C@)- ‏لعج‎ © @CO@ ts very vevessury today qived terror threats, ioreused ‏ماه‎ volatility, et 

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BUSINESS CONTINUITY PLANNING METHODOLOGY Changes to the Disaster Recovery Plan 

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BCP METHODOLOGY ‎phot‏ سوه امن عصرهه) .5 ‎Oesicn‏ ‎Ieoplespectatios:‏ . ‎Pesticry‏ . مهوت( ‏۵ ۵ و ه هم ‎ ‎ ‎ ‎ 

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Organizational Strategic Plan ۲ oll starts here DD ke ‏موم مزب بو‎ dePioes vot is ood ust is at inppprtcat 0 You wust hove u busicess pocticuity phoo Por wht ‏دا‎ ‎inppprtcat 7-55 

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Analysis © (eopant wlysis — risk assesswed, evotvratiocy IT sees, their inpportoee, un susveptbiliiy ‏اما و‎ 0 Diredt ocdlysis — domusvedt of possible wajor throects to oryprcizaiocdl ussets ° 4popact soecario ‏جاور راوجه‎ — build worstoouse ‏اما اه سا مود‎ ©) Qequrewed recovery dbouwed — dectPies oriical sees, threuts to thew, wed Woretouse svesrios 

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Design 7 uid disaster reppvery pk, tetcited pho Por revoveriog Pro u disaster. Dap iochide © Oplbrutcs Partly — rested spare ‏همهم موه کمن‎ ۳۳۳۲ ‎Puly equipped Poctliy where pour copay cot‏ - هو سرا 9 موه ‎Ook ste — Paci where pour cowpooy cos wove ty but hos ov powputer equipsect ‎ ‎ ‎ ‎ 

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The best disaster recovery plan in terms of cost and time Be od Peursem 7106 CR) PETES a ‏ای یی نی أه ری ول‎ eee ena ied ‏زوه أمماعه‎ Ceca ty 1 2 3 4 5 Time from Disaster to Recovery (in hours) Oiscster recovery plo should tockide «dbase repovery poet purve, whick charts te post of wouvudble tePorwuticatecharoey compared ty he cost to recover Prow a disaster ver koe. 7:58 

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Implementation وصتامعصلامت جلتصمح لأببد تدكا جعدكجوأصرجا ‎coy‏ ممرم) 0 ‎kot sites, ond old sites‏ ركص لاص 0 4eoplesment provedures Por revoverioy Prow a disaster دججررصاصرصج ۱ 0 @uduote cack VP spstesn to eosure thet itis ۱ Pro uo disaster 7:59 

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Testing DOs vpposed to tantiioca GOLC, testiccy ics BOP © Gioutite disuster svewarivs ‎ewplpers execute disuster recovery phos‏ رورا آ ‎@uduote suspess ued refice us uevessurp‏ ] ‎7-60 ‎ ‎ ‎ ‎ 

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Maintenance 0 @erPors testiocy crouch, ofa wicca pirotesio pho chores © Cuchrote ced react to ceu threats Dp “systesn” is ever vowplete 7-61 

Chapter 7 Enterprise Infrastructure, Metrics, and Business Continuity Planning: Building and Sustaining the Dynamic Enterprise McGraw-Hill/Irwin Copyright © 2010 by the McGraw-Hill Companies, Inc. Al rights reserved. STUDENT LEARNING OUTCOMES 1. 2. 3. 4. Describe how a service-oriented architecture can be used as a philosophical approach to help the organization of the future. Define and describe the various hardware and software infrastructure considerations. Compare and contrast commonly used metrics for assessing the success of IT systems. Describe business continuity planning (BCP) and its phases 7-2 STATE OF CALIFORNIA DIGS ITSELF OUT OF A TECHNOLOGY HOLE    California’s Governor Arnold Schwarzenegger wants the state of be an “elite” information technology organization That’s a challenging task for a government entity Teri Takai, the first statewide CIO, has her work cut out for her 7-3 STATE OF CALIFORNIA DIGS ITSELF OUT OF A TECHNOLOGY HOLE     Integrate IT strategies across 144 state agencies and departments Break down traditional silos among those departments and agencies Reevaluate the state’s current project list, which includes some projects that will take 10 years to complete Planning for the retirement of 50% (5,000) of the state’s IT workforce 7-4 STATE OF CALIFORNIA DIGS ITSELF OUT OF A TECHNOLOGY HOLE 1. 2. 3. What sort of computer-based interactions have you had with your local, county, or state government? In what way(s) did technology support or hinder those interactions? Why do government entities seem to lag behind the private sector in the use of technology? 7-5 CHAPTER ORGANIZATION Introduction: SoA 1.  Learning outcome #1 Hardware and Software Infrastructure 2.  Learning outcome #2 IT Success Metrics 3.  Learning outcome #3 Business Continuity Planning 4.  Learning Outcome #4 7-6 INTRODUCTION: SoA     Introduced SoA in Chapter 6 Service-oriented architecture (SoA) - perspective that focuses on the development, use, and reuse of small self-contained blocks of code (called services) to meet all application software needs Software code is not developed solely for a single application Rather services are built that can be used and reused across all applications 7-7 INTRODUCTION: SoA   Can extend SoA to the entire organization An SoA organization would be…     Lean and agile using resources in the best way Proactive in addressing changes in the market Quick to respond and adapt to advances in technology Transformational in its processes, structure and HR initiatives to match a changing and dynamic workforce 7-8 INTRODUCTION: SoA  SoA focused specifically on IT      Customers End users Software development Information needs Hardware requirements 7-9 INTRODUCTION: SoA Customers should be able to “plug and play” into your organization and have the same pleasurable experience regardless of the channel 7-10 INTRODUCTION: SoA End users should have access to whatever information and software they need regardless of where they (the end users) are 7-11 INTRODUCTION: SoA Software development should focus on reusable components (services) to accelerate systems development. This means using component-based development methodologies and taking advantage of exciting Web 2.0 applications. 7-12 INTRODUCTION: SoA Information would be treated appropriately as a valuable organizational resource – protected, managed, organized, and made available to everyone who needs it. 7-13 INTRODUCTION: SoA Hardware is both integrated and transparent. 7-14 HARDWARE AND SOFTWARE INFRASTRUCTURE   Infrastructure – the structure beneath a structure IT infrastructure is the implementation of your organization’s architecture 7-15 ERP Revisited  From Chapter 2, Enterprise resource planning (ERP) system – collection of integrated software for business management, accounting, finance, supply chain management, inventory management, customer relationship management, e-collaboration, etc.    ERP is big business Federal government will spend $7.7 billion on ERP in 2009 60% of Fortune 1000 companies have ERP systems 7-16 ERP Revisited   Dominant ERP providers – SAP, Oracle/PeopleSoft, SSA Global, and Microsoft About 50 or so established emerging ERP vendors that will challenge the big 4 7-17 ERP Evolution   MRP – 1970s; focus on production planning, calculating time requirements, procurement; basic automated manufacturing focus MRP II – 1980s; closed the loop to include financial and accounting systems and serve as a decision support tool for managers 7-18 ERP Evolution   ERP – late 1980s/early 1990s; focus on critical “time to market”; shorter lead times; customers want it now ERP II – today; focus on complete ERP integration with CRM, business intelligence, and a host of other applications across the organization 7-19 ERP and SoA     For ERP to integrate everything, everything must be plug-and-play components or services All modules of an ERP vendor must be interoperable Software from multiple ERP vendors must be interoperable The infrastructure beneath must be hidden from users and customers 7-20 ERP and SoA 7-21 SoA-Enabled ERP Advantages     Reliable information access Avoids data and operations redundancy Delivery and cycle time reduction Cost reduction     Easy adaptability Improved scalability Global outreach E-business support 7-22 SoA-Enabled ERP Disadvantages      Time-consuming Expensive Lack of conformity of modules Vendor dependence Too many features    Too much complexity Questionable scalability Not enough extended ERP capability 7-23 Supporting Network Infrastructures  Computer network – fundamental underlying infrastructure for any IT environment      Decentralized Centralized Distributed Client/server Tiered 7-24 Decentralized Network Infrastructure   Decentralized – involves little or no sharing of IT and other resources such as information Almost nonexistent today 7-25 Centralized Network Infrastructure   Centralized – sharing information systems in one central area or on one central mainframe Like decentralized, almost nonexistent today 7-26 Distributed Network Infrastructure    Distributed – distributing the information and processing power of IT systems via a network First true network infrastructure Processing activity is allocated to the location(s) where it can most efficiently be done 7-27 Distributed Network Infrastructure 7-28 Client/Server Infrastructure    Client/server infrastructure (network) – one or more computers that are servers which provide services to other computers, called clients Servers and clients work together to optimize processing, information storage, etc When you surf the Web, the underlying network infrastructure is client/server 7-29 Client/Server Infrastructure 7-30 Tiered Infrastructure  Tiered (layer) – the IT system is partitioned into tiers (layers) where each tier performs a specific type of functionality     1-tier – single machine 2-tier – basic client/server relationship 3-tier – client, application server, data or database server N-tier – scalable 3-tier structure with more servers 7-31 Tiered Infrastructure 7-32 CLOUD COMPUTING   Hottest term in technology today Cloud computing – model in which any and all IT resources are delivered as a set of services via the Internet       Application software Processing power Data storage Backup facilities Development tools Literally everything 7-33 CLOUD COMPUTING 7-34 Many Implementations of the Cloud      All called ???-as-a-service, or ?aaS SaaS (software) – pay for software on a pay-peruse basis HaaS (hardware) – pay for the use of hardware on a pay-per-use basis IaaS (infrastructure) – pay for the use of infrastructure components (communications servers, network servers, etc) on a pay-per use basis EaaS (everything) – pay for the use of prewritten software components 7-35 Advantages of the Cloud   Device agnostic – use any end user device to access what you need on the cloud Utility computing – pay for only what you use instead of buying technology   Similar to utilities like electricity and water Similar to taking a taxi instead of buying a car 7-36 Advantages of the Cloud     Lower capital expenditures Lower barriers to entry Immediate access to a broad range of application software Real-time scalability 7-37 IT SUCCESS METRICS    To justify costs of technology, you need to measure its success Metrics are also called benchmarks, baseline values a system seeks to attain. Benchmarking – process of continuously measuring system results and comparing them to benchmarks 7-38 Efficiency & Effectiveness Metrics  Efficiency – doing something right      In the least time At the lowest cost With the fewest errors Etc Effectiveness – doing the right things    Getting customers to buy when they visit your site Answering the right question with the right answer the first time Etc 7-39 Efficiency & Effectiveness Metrics Bottom-line initiatives typically focus on efficiency, while top-line initiatives tend to focus on effectiveness. 7-40 Types of IT Success Metrics     Infrastructure-centric metrics Web-centric metrics Call center metrics Financial metrics 7-41 Infrastructure-Centric Metrics     Infrastructure-centric metric – measure of efficiency, speed, and/or capacity of technology Throughput – amount of information that can pass through a system in a given amount of time Transaction speed – speed at which a system can process a transaction System availability – measured inversely as downtime, or the average amount of time a system is down or unavailable 7-42 Infrastructure-Centric Metrics     Infrastructure-centric metric – measure of efficiency, speed, and/or capacity of technology Accuracy – measured inversely as error rate, or the number of errors per thousand/million that a system generates Response time – average time to respond to a usergenerated event like a mouse click Scalability – conceptual metric related to how well a system can be adapted to increased demands 7-43 Web-Centric Metrics      Web-centric metric – measure of the success of your Web and e-business initiatives Unique visitors – # of unique visitors to a site (Nielsen/Net Ratings primary metric) Total hits – number of visits to a site Page exposures – average page exposures to an individual visitor Conversion rate - % of potential customers who visit your site and who actually buy something 7-44 Web-Centric Metrics      Web-centric metric – measure of the success of your Web and e-business initiatives Click-through - # of people who click on an ad and are taken to another site Cost-per-thousand – sales dollars generated per dollar of advertising Abandoned registrations - # who start to register at your site and then abandon the process Abandoned shopping carts - # who create a shopping cart and then abandon it 7-45 Call Center Metrics    Call center metric – measures the success of call center efforts Abandon rate - % number of callers who hang up while waiting for their call to be answered Average speed to answer (ASA) – average time, usually in seconds, that it takes for a call to be answered by an actual person 7-46 Call Center Metrics    Call center metric – measures the success of call center efforts Time service factor (TSF) - % of calls answered within a specific time frame, such as 30 or 90 seconds First call resolution (FCR) - % of calls that can be resolved without having to call back 7-47 Financial Metrics     Ultimately, an IT system must make financial sense Financial metrics are also called capital analysis financial models Many and varied You will learn these and their applications in other classes 7-48 Financial Metrics 7-49 IT Metrics and Service Level Agreements    Service level agreement (SLA) – formal, contractually obligated agreement between 2 parties SLAs must include IT success metrics SLAs are between your organization and outsourcing organizations   SLAs define how you will measure the outsourcing organization’s efforts These measures are in service level specifications (SLS) or service level objectives (SLO) 7-50 IT Metrics and Service Level Agreements    SLAs are also between your organization and an application service provider Application service provider (ASP) – supplies software applications (and related services) over the Internet that would otherwise reside on customers’ computers If you engage an ASP, you would do so with an SLA 7-51 BUSINESS CONTINUITY PLANNING   Business continuity planning (BCP) – rigorous and well-informed organizational methodology for developing a business continuity plan, a step-by-step guideline defining how the organization will recover from a disaster or extended disruption BCP is very necessary today given terror threats, increased climate volatility, etc 7-52 BUSINESS CONTINUITY PLANNING METHODOLOGY 7-53 BCP METHODOLOGY 1. 2. 3. 4. 5. 6. Organizational strategic plan Analysis Design Implementation Testing Maintenance 7-54 Organizational Strategic Plan    It all starts here The strategic plan defines what is and what is not important You must have a business continuity plan for what is important 7-55 Analysis     Impact analysis – risk assessment, evaluating IT assets, their importance, and susceptibility to threat Threat analysis – document all possible major threats to organizational assets Impact scenario analysis – build worst-case scenario for each threat Requirement recovery document – identifies critical assets, threats to them, and worst-case scenarios 7-56 Design  Build disaster recovery plan, detailed plan for recovering from a disaster. May include    Collocation facility – rented space and telecommunications equipment Hot site – fully equipped facility where your company can move to Cold site – facility where your company can move to but has no computer equipment 7-57 Design Disaster recovery plan should include a disaster recovery cost curve, which charts the cost of unavailable information/technology compared to the cost to recover from a disaster over time. 7-58 Implementation     Engage any businesses that will provide collocation facilities, hot sites, and cold sites Implement procedures for recovering from a disaster Train employees Evaluate each IT system to ensure that it is configured optimally for recovering from a disaster 7-59 Testing     As opposed to traditional SDLC, testing in BCP methodology occurs after implementation Simulate disaster scenarios Have employees execute disaster recovery plans Evaluate success and refine as necessary 7-60 Maintenance     Perform testing annually, at a minimum Change business continuity plan as organizational strategic plan changes Evaluate and react to new threats No “system” is ever complete 7-61