Business Intelligence Applied : Implementing an Effective Information and Communications Technology Infrastructure

MICHAEL S. GENDRON, PhD, is a Professor at Central Connecticut State University and an ICT strategy consultant. He speaks regularly at academic and professional conferences globally, as well as participates in Internet governance activities.

Foreword xi

Preface xv

Acknowledgments xvii

Part One Introducing ICT Strategy

Chapter 1 Defining Information and Communication Technology Infrastructure 3

ICT and Business Intelligence 4

ICT Value Management 5

Business-Driven Infrastructure Design 18

ICT Infrastructure Defined 20

Conclusion 23

Notes 24

Chapter 2 Introductory Business and Technology Strategy Concepts 27

Introduction to Business and Technology Strategy 28

Budgeting Technology Expenditures 47

Conclusion 49

Notes 50

Chapter 3 Why Build an ICT Infrastructure to Support Business Processes? 51

Reasons to Build an ICT Infrastructure 52

Business Processes in an Organizational Context 59

Organizations, Supply Chains, Value Chains, and Processes 67

A Summary: What Is a Process? 73

Conclusion 74

Notes 75

Part Two Understanding How ICT Produces Value

Chapter 4 Understanding Your Organization and Its Competitive Environment 79

Organizational Value Propositions 80

Value Search Models: Internal and External Analysis 81

Value Models: Environmental Scanning 97

Conclusion 106

Notes 106

Chapter 5 Process Improvement or Innovation? 107

Improvement versus Innovation 107

Determining a Starting Point 110

Organizational Enablers 112

ICT as an Enabler 116

ICT Constraints 121

Summary of Enablers of Process Change 122

Conclusion 123

Notes 123

Chapter 6 Measuring the Business Value of ICT 125

Introductory Theories 125

Technology Justification Models 127

Balanced Scorecard 143

Conclusion 150

Notes 150

Part Three Best Practices

Chapter 7 Best Practices for Documenting Process Change 155

Design Documents 155

Process Design Diagram Set 156

Business Process Modeling 156

Using TSI to Introduce BPM 173

Conclusion 185

Notes 186

Chapter 8 Best Practices for Documenting Technology Recommendations 187

ICT Design Documents 188

ICT Infrastructure Diagram Set 189

ICT Infrastructure Modeling 189

Conclusion 210

Notes 211

Chapter 9 The Business-Driven Infrastructure Design Cycle 213

The BDID Process 213

Members of the ICT Design Team 216

BDID Phases 216

Conclusion 235

Note 235

Appendix 237

About the Author 247

Index 249