ISYS 21003 Final Exam Review

What is Salesforce?

software that automates paperwork functions with reduced errors.

What is the goal of Salesforce?

to give better customer service

What is a computer network?

Interconnects devices that can exchange data and share resources with each other

Network components include:

• Devices

• Communications media

• Software

Servers

• Hold shared files, programs and the network Operating System

Clients

• Access and use the shared network resources

Communication Media

• Facilities used to interconnect computers in a network

Network Interface Card (NIC)

• Installed in each network device

• Controls data flow between computer and network

• Manufacturer burns a specific MAC (Media Access Control) address into the ROM of each network card

• Unique, permanent Identifier that can be used to locate the device physically

Selection of media used depends on:

• amount of data to be exchanged

• speed at which it must be exchanged

• the level of concern about data privacy

• whether the users are stationary or mobile

wired communications

Communications signals are guided along a solid medium:

• Coaxial cable

• fiber-optic cable

Advantages of wired communication

• Stability and Reliability

• Faster Speeds and Higher connectivity

• Better Security

• Accessibility

Disadvantages of wired communication

• Lack of mobility

• More time to Install

• Larger Infrastructure requires more maintenance

wireless communication

Data travels through electromagnetic signals that are broadcast from sending facilities to devices

Advantages of wireless communication

• High Mobility

• Lower cost of Setup

• BYOD policy is much easier to support

• Easier to install and maintain

Disadvantages of wireless communication

• Connectivity may occasionally suffer

• Security can be a concern

• Slightly lower Data Transfer Speed

wireless communication transmission

• typically done with antennas, which are embedded in the device

Types of wireless communication

• Near field communications (NFC)

• Apple Pay, contactless pay terminals

• bluetooth

Near field communications (NFC)

• Short-range wireless connectivity technology that enables two devices placed within a few inches of each other to exchange data

Apple Pay, Contactless Pay Terminals

• More secure than Bluetooth, but much slower

bluetooth

• Wireless Technology standard that uses radio waves to directly connect devices that are near each other

Functions of the network software

• User Management

• File Management

• Network Security Systems

User Management

• Allows administrators to add or remove Users

File Management

• Allows administrators to decide location of data storage and control user access to that data

Network Security Systems

• Assist administrators in monitoring security and preventing data breaches.

• Allows for flexible resources, faster innovation, and economies of scale

Cloud Computing

• The delivery of computing services over the Internet (Cloud)

• Demand fluctuations create inefficiencies

• Accessed via a Web Browser

Why Learn about Cloud Computing and the Internet of Things (IoT)?

Workers in many organizations operate in a cloud-computing environment

• Software, data storage, and other services are accessed over the Internet (“the cloud”)

• Both software and data are easily accessed

Public Cloud Computing

• External cloud provider delivers resources as a fully managed service

• Increased amounts of computing, network, and storage capacity can be delivered on-demand

Who is the largest public cloud provider?

• Amazon Web Services: (more than 200 products & services available)

benefits of cloud computing

• scalability

• cost savings

• security

• flexible computing capacity

• increased redundancy in the event of disaster

Public Cloud Computing Concerns

• Data Security and Privacy

• Lack of organizational control

• Vendor Lock-in

• Wide variations in performance over time and greater than expected downtimes for tenants

Private cloud computing

• Many believe their data is safer on their own servers, where they have more control

• May build their own (known as on-premise private cloud)

• May have a service provider build and manage private cloud (known as virtual or hosted private cloud)

What is the Internet of Things (IoT)?

• Collection of everyday objects (things) have sensors, processing ability, software, etc. exchange data with other devices and systems over the Internet or other communication networks

How does the IoT work?

• Sensors gather data (capable of sensing something about its surroundings such as temperature, motion, vibration)

• Data passes over network and is potentially combined with data from other systems

• Data stored, often in the cloud, and then analyzed to gain insights into operation of devices

• Alerts are sent to people/systems based on these insights

smart homes

• Enable you to manage all of your home devices from a single location/device.

• Improve safety through use of sophisticated, smart security systems.

Wearable technology

• Computing devices that are worn on various parts of the body and track data

• e.g., smart watches and Fitness Trackers include sensors that can collect information such as your location, activity level and vital signs

Smart Cities

• Use sensors to collect various types of data that can be used to monitor and manage traffic and transportation systems, power plants, utilities, urban forestry, water supply networks, waste, criminal investigations, schools, libraries, hospitals, and other community services.

5G

• latest generation of mobile communications

Business benefits of IoT

• Reduce costs to achieve a • competitive advantage

• Deepen the organization's understanding of consumer preferences and behaviors

• Improve customer service and experience

• Improve workplace safety

Why Learn about E-commerce?

• One fundamental change has been the manner in which organizations interact

• Most organizations today have set up business on the Internet

What is E-Commerce ?

• Electronically buying products and/or services over computer networks, in particular, the Internet

Business-to-Business (B2B) e-commerce

• Used to connect business partners in a virtual supply chain

• Today, most manufacturers conduct business over the Web with their suppliers

• increases efficiencies and reduces costs

• By far, B2B is the largest e-commerce revenue generator

• Projected to reach over $20.9 trillion by 2027 in US alone

business-to-consumer (B2C) e-commerce

• A form of e-commerce in which customers deal directly with an organization and avoid intermediaries.

• Reduces cost and increased efficiencies

• Results in lower Consumer costs; Increased business profits

• B2C Market size is valued at ~$5.8 trillion in 2023 and is expected to grow at a CAGR of 11.5% this year

• Amazon is by far the largest B2C retailer, is responsible for more than 40% of US B2C sales ($575B)

• Alibaba is the 2nd largest with $131B in annual sales

Consumer-to-consumer (C2C)

• Electronic transactions between consumers facilitated by a third party (e.g., Craig's List, eBay, Etsy, Facebook Marketplace, On-line classifieds, on-line auctions)

advantages of C2C E-Commerce

• Broader Markets

• Eliminates Middle-Man

• 24/7/365 availability to consumers

• Market demand provides opportunity for setting prices in the electronic environment

• Increased number of buyers and sellers who can find each other

disadvantages of C2C E-Commerce

• Higher Risk of Fraud

• No Quality Control

• Harder to use traditional payment methods

Mobile Commerce (m-commerce)

• Showrooming: evaluate in a store and then purchase on-line or at a competitor’s store

brick and mortar

• A business that operates out of a physical facility (instead of online)

click and mortar

• businesses sell products both on the Internet and in stores

Advantages of enabling e- or m-commerce systems for organizations

• Reach new customers

• Reduce costs

• Speed the flow of goods and information

• Increase the accuracy of orders

• Improve customer service

E-Commerce Challenges

dealing with consumer privacy concerns, overcoming consumers lack of trust, overcoming global issues

Internet Marketing

• Historically, advertising Budgets were spent on non-interactive advertising

• Now, it's very common for companies to spend large % of budget on Internet Marketing: search marketing, e-mail marketing, social media, mobile marketing, etc.

Search Marketing

• The process of acquiring traffic or customers via search engines such as Google, Bing, Yahoo, and others.

• Involves two disciplines: SEO (search engine optimization) and SEM (search engine marketing).

What is customer relationship management (CRM)?

• technology for managing all your company's relationships and interactions with customers and potential customers.

How do companies interact with you?

through social media

How is CRM used in Marketing/Sales?

• Have to know customers

• Connection

• Have to earn customers' trust

Benefits of CRM with Customers

• Learning: CRM helps learn about customers and why they purchase products

• Organization: CRM allows efficiency by automating elements of the business

• Optimization: streamlining customer interaction

Customer Relationships

• Widen: attract new customers

• Lengthen: keep current customers satisfied

• Deepen: transform minor customers into profitable customers

SCM and CRM integration

• Provides a system to execute supply chain transactions, manage supplier relationships, and monitor related processes.

How does accounting use CRM?

• Services: tax planning, financial planning, income-tax preparation, bookkeeping services, financial auditing, and may even include fraud investigation or money management.

How can a converged CRM help accounting?

• Long-term relationships

• Documentation

Finance and CRM

• Customer collections and outstanding invoices

• Banking

Human Resources and CRM

Employee resource management:

• Profile management

• Compensation

• Training

• Leave

• Certifications

• Generate data

• Alerts

Why is CRM important?

• Computers work all the time.

• Make each customer feel unique.

• Improved information - all information is integrated.

system integration

• Process of linking together different computing systems and software applications to act as a coordinated whole

• Intent is to combine unique advantages of each software type

Phase 1 of Software development lifecycle

• Systems Planning and Selection: Identify, Plan, and Select Projects

Phase 2 of Software development lifecycle

• Systems Analysis: Define, Collect, and Structure Requirements

Phase 3 of Software development lifecycle

• Systems Design: Details of the chosen approach are finalized

Phase 4 of Software Development Lifecycle

• Systems Development/Implementation: Transforming the System design into a working Information System

Phase 5 of Software Development Lifecycle

• Systems maintenance: approve the system and fix the problems

Why Learn About Strategic Planning and Project Management?

•improve alignment between business and Information Technology

•Knowing the basics of strategic planning and project management will make you an extremely valuable resource within any organization

What is Strategic Planning?

• Organization’s define their vision for the future and identify their Goals and Objectives

• Organizations that are more advanced in their planning processes develop multiple-year strategic plans

• The plan must take into account continuous change

Benefits of Strategic Planning

• Provides a framework and a clearly defined direction to guide decision making

• Ensures most effective use of the organization's resources

• Enables the organization to be proactive and take advantage of opportunities and trends, rather than passively reacting to them

Outcomes of Strategic Planning

• Enables all organizational units to participate and work together toward accomplishing a common set of goals

• Provides a set of measures for judging organizational and personnel performance

• Improves communication among management and the board of directors, shareholders, and other interested parties

Issues-based strategic planning

• Begins by identifying and analyzing key issues, setting strategies to address them, and identifying projects and initiatives to address them

Organic strategic planning

• Defines vision and values and identifies projects and initiatives to achieve the vision while adhering to the values

Goals-Based strategic planning

• Analyzes the environment , defines strategies, and executes projects & initiatives to meet those strategies

Prioritizing IT Projects and Initiatives

• Iterative process of setting priorities and determining the resulting budget, staffing, and timing needed to define which projects will be initiated and when they will be executed

What criteria should be used to prioritize discretionary projects ?

Business Case

"PAPA" Ethical Concerns

• Privacy

• Accuracy

• Prosperity

• Accessibility

Which countries privacy is the most protected?

Euroupe