Reflection Essay You are required to submit a reflection essay at the end of the course by date listed in COL. What I am looking for is personal reflection about insights you’ve gained from the course. • I am not looking for you to repeat back to me factual material we covered. • I am not looking for you to tell me what you think I want to hear. • I am not looking for compliments about how great the course was (unless you genuinely feel that way.) • I am not looking only for constructive criticism about the course in this reflection (although I am happy to accept it); • This document should be based on YOUR OWN reflection, not on reflection of what I should have done differently. • I am looking for you to take some time to reflect on what you will take away from this class in terms of the website assignment as it applies to enterprise technologies. • I am looking for you to reflect on insights that came from your readings, the blogs, the class presentations or guest speakers. I am interested in how you anticipate utilizing these insights in future classes or your work. There is no maximum or minimum word limit. Most good essays are 1,200 to 1,500 words—some longer; longer is better than shorter as long as you have something insightful to say—merely filling pages won’t do it. As always, I care about the quality of writing (spelling, grammar, usage.) Reflection essay should be submitted on D2L. Please don't email them to me; emailed assignments tend to get lost. NOTE: Your Final Exam will ONLY be released to you after you submit your reflection essay on D2L. I recommend that you begin to keep a personal journal or log early in the course. Put into it your reflection related thoughts. If you do this, the essay will pretty much write itself—and it will be a much better document than if you sit down and try writing it from scratch with a deadline. ECT 424/IS 324 Class 3 Network Layer, and Internet & Enterprise Systems 1 Recap  Last week we explored  Layer 2 (OSI Model) – Ethernet LANs, wireless LANs and were getting started on WAN services 2 How do I connect my locations into an Enterprise?  If we run local systems on Local Area Networks  We connect widely separate networks with a Wide Area Network 3 What is a WAN 4 ©Cisco 2010 WAN Physical Layer Terms 5 ©Cisco 2010 WAN Options 6 ©Cisco 2010 WAN Options 7 ©Cisco 2010 WAN Protocols Serial Line Internet Protocol High Level Data Link Control Point to Point Protocol Asynchronous Transfer Mode 8 ©Cisco 2010 Do we have a universal standard for communication at the lower layers of the model outside the enterprise? Frame Relay, MPLS (multi protocol label switching), Metro Ethernet, DSL, PPP, ATM 9 Leased Lines  Dedicated point to point links  Cost is determined by capacity of the link and the distance from the end points  Inflexible, and expensive  You pay for the link, whether or not data is travelling at link capacity  Highly secure as your data is only stuff on the link 10 Types of T-Carriers – Leased Lines Table 7-1 Carrier specifications T1 use • Connects branch offices, connects to carrier • Connects telephone company COs, ISPs • Costs vary per region but a rough ballpark about $1000- $1500 per month T3 use • Data-intensive businesses • Costs also vary but can range form $10K-$30K (or even more) per month • T3 provides 28 times more throughput 11 • Multiple T1’s may accommodate needs T- Carrier  How much throughput do I need?  T1: good for about 25 users doing regular office work (~5 power users)  Bundle T1s to increase capacity  T3 (28 T1s): ~600 regular users, ~150 power users 12 Circuit Switching is when two nodes establish a dedicated communication channel for the duration of a session. The Public Switched Telephone Network (PSTN) uses this (well, used to). Packet Switching is when information is sent across shared channels inside of blocks (or packets). The Internet uses this. 13 Circuit vs Packet • Circuit is DEDICATED and SESSION BASED • Circuit goes via dedicated path 14 ©Cisco 2010 • packet IS BLOCKS OF DATA (think internet) • Packet finds the shortest distance through the network Circuit Switching  Connection established between two network nodes  Before transmitting data  Dedicated bandwidth  All Data follows same path selected initially by switch  Monopolizes bandwidth while connected  Resources wasted  Uses  Live audio, videoconferencing  Home modem connecting to ISP 15 Packet Switching  Most popular  Breaks data into packets before transporting  Packets  Travel any network path to destination  Find fastest circuit available at any instant  Need not follow each other  Need not arrive in sequence  Must be Reassembled at destination  Requires speedy connections for live audio, video transmission 16 Packet Switching  Advantages  No wasted bandwidth  Devices do not process information  Examples  Ethernet networks  Internet 17 Frame Relay Overview DCE or Frame Relay Switch Frame Relay Router CSU/DSU Provider network Ethernet LAN • Virtual circuit connections  One physical circuit  Multiple virtual circuits  Connection-oriented service  Permanent Virtual Circuit (PVC) 18 Frame Relay (cont.)  Address: Data Link Connection Identifier (DLCI), 10-bit, local significance.  CIR (committed information rate)  Guaranteed minimum amount of bandwidth selected when leasing a frame relay circuit  Can burst higher than CIR  Users get more than they pay for. 19 burst (512k) CIR (768k) MPLS  Multi-Protocol Label Switching  A more efficient way to forward and route packets  MPLS is a technique, not a service MPLS can be considered a Layer 2.5 networking protocol  Label Edge Router (LER)  Analyzes each packet on arrival to the MLPS network and puts on a wrapper which tells each router where to forward the packet without reading the header (just the wrapper) 84 % of companies with a WAN are using MPLS Label Traffic class/QOS/ECN TTL BOS 20 bits 3 bits 8 bits 1 bit 20 MPLS Components 21 MPLS Network -How it works 22 MPLS – Outside Traffic movement  Best parts of circuit switch and packet switch  Uses Labels to select predetermined “routes”  Uses circuit-like techniques within ISP, and packet within Customer  Deploys VPN like features (customer packets remain “private” 23 Introducing a Software-Defined WAN (SD-WAN)  A WAN might be used, for example, to connect branch offices to a central corporate network, or to connect data centers separated by distance.  In the past, these WAN connections often used technology that required special proprietary hardware.  The SD-WAN movement seeks to move more of the network control is moved into the “cloud,” using a software approach 24 Advantages of an SD-WAN  SD-WAN can be used to improve and secure Internet connectivity, making it more competitive with more expensive legacy WAN technologies such as T-1 or MPLS  SD-WAN also has the advantage of removing potentially expensive routing hardware by provisioning connectivity and services via the cloud  SD-WAN technology can also be more flexible such as allowing customers to “scale up” during peak times (more about that in our cloud computing class)  SD-WANs are customer focused on cost, reliability and security 25 26 Edge modules  The enterprise edge module provides connectivity for voice, video, and data services outside the enterprise  An edge device primarily enables a local user to connect and transfer data to a network, which is external or is nonpropriety to the organization/user. An edge device serves as the entry point into a service provider, carrier or an enterprise primary network. 27 Edge modules (cont.) E-commerce networks and servers: • Remote access and VPN: • This submodule of the enterprise edge provides remote-access termination service, including authentication for remote users and sites. • Components of this submodule include This submodule enables enterprises to support ecommerce applications through the Internet. • Devices located in the e-commerce submodule include • • • • web, application database servers firewall and firewall routers network intrusion prevention systems (IPS). • • • • Internet connectivity and demilitarized zone (DMZ): • • • This submodule of the enterprise edge provides internal users with secure connectivity to Internet services such as public servers, email, and DNS. Connectivity to one or several Internet service providers (ISPs) is provided Devices located in this submodule include • • • • • firewall and firewall routers Internet edge routers FTP and HTTP servers SMTP relay servers DNS servers 28 Firewalls dial-in access concentrators Adaptive Security Appliances (ASA) Network intrusion prevention system (IPS) appliances. WAN: • The WAN submodule uses various WAN technologies for routing traffic between remote sites and the central site. • Enterprise WAN links include technologies such as • • • • • • • • • Multiprotocol Label Switching (MPLS) Metro Ethernet, leased lines Synchronous Optical Network (SONET) Synchronous Digital Hierarchy (SDH) PPP Frame Relay ATM Cable, digital subscriber line (DSL) wireless This week:  WAN design steps  WAN Topologies  Wireless WAN  WAN Services  HTTP  VPN  Remote Access  Layer 3 –  The Internet  IP Addressing with IPv4 and IPv6  Internetworks – getting from here to there  Layer 4  Ports  Enterprise Architecture Frameworks (if time permits)  Enterprise Systems (if time permits) 29 WAN Design Steps  Businesses install WAN connectivity to meet their strategic business requirement to move data between their remote (geographically diverse) branches.  WAN connectivity is important and expensive. Below are some simple steps one must take to design a WAN for the organization 30 Analyzing Traffic Patterns 31 WAN Connection Technologies 32 WAN topologies  A wide area network (WAN) is a network connecting geographically distinct locations, which may or may not belong to the same organization.  WAN topologies use both LAN and enterprise-wide topologies as building blocks, but add more complexity Why?  distance they must cover  the larger number of users they serve  the heavy traffic they often handle. 33 WAN Peer to Peer Topology  The WAN peer-to-peer topology is often the best option for organizations with only a few sites and the capability to use dedicated circuits 34 RING WAN  In a RING WAN topology, each site is connected to two other sites so that the entire WAN forms a ring pattern  Advantages of a RING WAN over a peer-to-peer WAN are?  a single cable problem will not affect the entire network  routers at any site can redirect data to another route if one route becomes too busy 35 STAR WAN  STAR WAN topology is similar to a STAR LAN. A single site acts as the central connection point for all other sites.  Advantage over Peer to Peer and RING WANs are?  It provides separate routes for data between any two sites  provides shorter data paths between any two sites 36 MESH WAN  A MESH WAN topology incorporates many directly interconnected nodes--like geographical locations. Because every site is interconnected, data can travel directly from its origin to its destination. If one connection suffers a problem, routers can redirect data easily and quickly.  Mesh WANs are the most fault-tolerant type of WAN configuration because they provide multiple routes for data to follow between any two points but of course there is a ???? to it! 37 Tiered Topology on WAN  Sites connected in star or ring formations are interconnected at different levels, with interconnection points organized into layers  flexibility makes the tiered approach quite practical. Tiered systems allow for easy expansion and inclusion of redundant links to support growth  Reminds you of a STAR-WIRED BUS LAN? Doesn’t it? 38 Type Rate Additional info 1.480Mbps ISDN 23B+1D (all 64K) ~ T1 ISDN: PRI(N America) xDSL: ADSL 640+Kbps up/ 1.544+Mbps down Asymmetric Digital Subscriber Line Nonmatching send/receive transmission rates SDSL 768Kbps Single Line Digital Subscriber Line VDSL 19.2Mbps up/51.84Mbps down Very high rate Digital Subscriber Line IDSL 128Kbps ISDN over low quality non-CAT5 copper Handy Bandwidth Chart T Carrier: T1 1.544Mbps 24 DS0 channels, equivalent to 1 DS1 T2 6.312Mbps 96 channels T3 44.736Mbps 672 channels T4 274.176Mbs 4032 channels DS0 64Kbps 1 channel, same rate in NA, Japan, and Europe DS1 1.544Mbps 24 channels (T1) DS2 6.312Mbps 96 channels (T2) DS3 44.736Mbps 672 channels (T3) DS4 274.176Mbps 4032 channels (T4) OC-1 51.48Mbps SONET - Synchronous Optical Network OC-3 155.52Mbps SONET - Synchronous Optical Network OC-12 622.08Mbps SONET - Synchronous Optical Network OC-48 2.4Gbps SONET - Synchronous Optical Network OC-192 9.6Gbps SONET - Synchronous Optical Network OC-256 13.1Gbps SONET - Synchronous Optical Network OC-768 40Gbps SONET - Synchronous Optical Network 10Base2 10MB/s Thin coax 607 feet (bus) 10Base5 10MB/s Thick coax 1640 feet (bus) 10BaseT 10MB/s Twisted Pair 328 feet (star) 10BaseF 10MB/s Fiber 1.2 miles (star) 100BaseT 100MB/s Twisted Pair Optical Carrier: Switched: 39 Common WAN Implementation Issues 40 Cisco©2010 Bigger is better?  Many companies rely on high speed data transfer between remote locations so it is imperative that they have higher bandwidth for more data to be transmitted at any given time.. ….However….  When bandwidth is inadequate or inefficiently managed, competition between the various types of data traffic will cause delay leading to lower employee productivity and monetary losses to the company 41 So what can be done besides a bigger pipe?…  So what else can we do to improve the capacity of the WAN? Answer:  Optimization  Virtualization 42 Other than bigger..  We can deduplicate the data on the WAN  A WAN optimization device with deduplication capabilities will have a local cache on both the sending and receiving ends of the connection. If either end calculates that the data has already been sent to the other site, then only the reference information - not the entire data set -- is sent. 43 Wireless WAN MAN, WAN 44 WMAN LTE (4G) 45 Point to Point Transmissions WMAN is also often called WIMAX 46 Line of Sight Issues:  Limited Distance  Weather is a factor 47  Wireless WAN- Also called "wireless broadband“, use cell towers to transmit a radio signal within a range of several miles to a moving or stationary device.  WWAN services are typically delivered by cellular service providers  4G LTE (Long Term Evolution) is the last evolution in wireless broadband (introduced December 2009)  5G has been introduced in Chicago as of May 2019. it uses 400 MHz of 28 GHz (millimeter wave) spectrum at 80 to 900 Mbit/s download WWAN 48 Other WAN Services 49 Remote Access  Provide access Provide access for remote locations and workers 50 ©Cisco 2010 Virtual Private Networks (VPNs)  VPN is a private network over a public network (internet). A VPN may or may not be IP-based. 51 ©Cisco 2010 VPN  My packet gets to the VPN enabled edge device  It takes my packet (encrypts it), puts it into an envelope and addresses the envelope to the edge device at the destination (using Ipsec mostly)  At the destination – edge device opens the envelope (throws it away), decrypts the packet and forwards within the network to final destination 52 Memo 2  What am I looking for?  What to do about our WAN infrastructure  Do some research  Is what we have adequate (I don’t think so)  What should we do (buy more, what kind, how much)  Change what we do (how, what techniques)  On the addition of a Sales site, what happens to your WAN recommendation if we host that at Hoffman Estates? Is there a better option? 53 Network Layer Protocol in use is Internet Protocol (IP) Originally developed for APRANET by the DoD in the early 1960s. Used by BITNET and other networks that make up the Internet. Address is the IP address, Data Unit is Packet 54 tryIPthis metaphor HowLets Does transmit packets? Header To: From: Text Data Text Data Text Data 55 IP Data Transmission 56 Internet Names and Addresses Internet Corporation for Assigned Names and Numbers (non profit) ICANN Address SO http://www.youtube.com/watch?v=IJY5xJKPhjA Regional Internet Registries ARIN www.arin.net Protocol SO Domain Name SO LACNIC AfriNIC APNIC RIPE 57 The Opte Project The Opte Project is a project that seeks to make an accurate representation of the extent of the Internet using visual graphics The internet in 2003 The internet in 2010 58 Source: http://www.opte.org/the-internet • The Opte project is a visualization of Internet routing paths • Each line is drawn between two nodes, representing two IP addresses. The length of the lines are indicative of the delay between those two nodes. IP Addresses  IP v4  Dotted quad (32 bits – 4 sets of 8 bits)  140.192.38.98  4.3 billion addresses  Ip v6  128 bits (8 sets of 4 Hex values [each Hex == 4 bits])  2001:0db8:85a3:0000:0000:8a2e:0370:7334 General unicast address format (routing prefix size varies) bits 48 (or more) 16 (or fewer) 64 field routing prefix subnet id interface identifier 60 Assigning IPv4 Addresses to Nodes  Public addresses  Static  Good for stuff that doesn’t move (printers, servers)  High management costs  Dynamic (DHCP)  Good for stuff that moves, can accommodate stuff that doesn’t  Better management  NAT (network address translation) with Private address  Allows me to use private addresses, swaps to public address as needed  Slows traffic 61 Addressing in IPv6  Slated to replace the current IP protocol, IPv4  Better security  Better address management (can be automated more easily)  Perhaps the most valuable advantage IPv6 offers over IPv4 is its promise of billions and billions of additional IP addresses through its new addressing scheme (128 bits)  Address format: F:F:0:0:0:0:3012:0CE3  000F:000F:0000:0000:0000:0000:3012:0CE3  8×(4×4))=128 bits  F:F::3012:0CE3 62 IPv6 – What you need to know  Much Larger address space!  Total IPv4 Space: 4,294,967,296 addresses (232 or 4.3Billion)  Total IPv6 Space: 340,282,366,920,938,463,463,374,607,431,768,211,456 addresses ( 2128 or 340 trillion, trillion, trillion) The white area is a monitor where each pixel is one ip (and the res is 105 pixels/ lin inch) – about the distance Sun to Saturn +200 mill miles If instead I said each pixel is the size of the full IPv4 address space (4.3 bill), how many of these is the IPv6 address space? My monitor would be 645 miles wide! 63 So we could assign an IPV6 address to EVERY ATOM ON THE SURFACE OF THE EARTH, and still have enough addresses left to do another 100+ earths. IPv6 Address Construction  All start with 2001  Get /48 address/site Party responsible for the value of GRP 64  Link Local Addressing in IPv6  similar to the unicast address in IPv4-a single address identifying a single interface  Type of IPv6 address that represents a single route on a device used for single subnet, start with fe80:  Similar to NAT address space, but now each org can have their own  Multicast address  Multicast in IPv6 is similar to the old IPv4 broadcast address  Type of address in IPv6 that represents multiple routes, often on multiple nodes  No Broadcast address  Anycast address  Type of address specified in IPv6 that represents a group of routes, any of which can accept a transmission  NOTE: No broadcast addresses are used 65 Stateless auto configurations Allows the various devices attached to an IPv6 network to connect to the Internet without requiring any intermediate IP support in the form of a Dynamic Host Configuration Protocol (DHCP) server.  Router advertises  Top 64 bits  Lower 48 host gen from MAC (plus a special filler FFFE)  00:0a:95:f5:24:6e  20a:95ff:fef5:246e (lower 64)  DHCPv6 is used for DNS and GW 66  Done with Dual Stacking protocols * preferrerd or  6to4 tunneling 67 IPv6 Security  Better  Can use Authentication Header and IPSec  Provides for both data security and integrity because it encrypts traffic and checks packet integrity to provide VPN-like protection for standard Internet traffic. 68 IPSec Choices Even though the IPv6 standards have mandated support for IPSec; note that IPSec by itself can not stop all attacks against the IPv6 protocol, such as application-level attacks. 69 The Internet is not the WWW • The Internet is a massive network of networks, a networking infrastructure. It connects millions of computers together globally. • The World Wide Web, or simply Web, is a way of accessing information over the medium of the Internet. It is an information-sharing model that is built on top of the Internet. It is simply one application that runs over the Internet 70 History of Internet  Started 1960s - Packet Switching  Research project by U.S. Dept. of Defense  ARPAnet  USENET  WWW Linklider Cerf Often called the “poor man’s ARPAnet” Was like a bulletin board 71 Gore World Wide Web  1989 Tim Berners-Lee developed concept of HTTP  1992 Lynx text browser  1993 Marc Andreessen developed Mosaic: First GUI browser  1995 Web went commercial (March)  1995 Netscape IPO (went public) (Nov)  2001 E-Commerce stocks crashed  2003 “Web2.0” coined (O’Reilly) 72 Tim Berners-Lee Marc Andreessen Eric Bina A little History  This is the first HTTP based web page http://www.w3.org/History/19921103-hypertext/hypertext/WWW/TheProject.html How does the WWW work? news.com amazon.com cnn.com chicago.com yahoo.com Servers Nodes depaul.edu microsoft.com Router 74 Internet Connections – NAP/IXP 75 IXP and ISP 76 International IXP 77 http://www.telegeography.com/research-services http://www.bgp4.as/internet-exchanges Global Fiber Links 78 http://www.telegeography.com/research-services 79 http://www.telegeography.com/research-services NETFLIX is now the largest source of internet traffic in the United States http://www.telegeography.com/research-services 80 Global Internet Access 81 http://cloudscorecard.bsa.org/2013/assets/images/worldmap_redone.jpg Today, I want to explain how a browser gets a web page heh heh heh 82 1. Browser says…  “I am interested in being served the information in a particular file” and sends a URL to a text address (with a default port) and with a specific file name http://www.this-is-a-site.com/gimme.html http://www.this-is-a-site.com:80/gimme.html At this point, the easiest way to think of a port is as an apartment number in an apartment building, or a mailbox at your local post office 83 URL: Universal Resource Locator  Four parts to each one (some parts optional)     Protocol Domain name or server IP address Director(ies) File name [suffix is important to the server] http://www.cdm.depaul.edu/Pages/default.aspx Protocol Domain Name Directory 84 File Name Each Computer has an IP Address 126.1.1.1 15.35.200.2 126.12.1.1 126.12.1.6 15.35.200.1 126.12.1.5 132.12.1.5 132.12.1.7 132.12.1.6 126.12.1.7 126.12.1.2 126.12.1.3 126.12.1.4 132.12.1.2 245.12.50.6 132.12.1.4 245.12.50.9 152.123.200.1 245.12.50.8 132.12.1.3 152.124.20.8 152.124.20.6 15.35.200.3 152.124.20.7 132.12.1.1 245.12.50.7 245.12.50.5 172.11.11.16 172.11.11.14 152.124.20.2 152.124.20.5 152.124.20.3 152.124.20.4 146.182.5.5 145.12.50.1 172.11.11.15 146.182.0.1 172.11.11.10 146.182.0.7 146.182.0.2 146.182.0.3 146.182.0.4 172.11.11.11 172.11.11.7 172.11.11.2 146.182.0.5 172.11.11.3 172.11.11.12 172.11.11.8 146.182.0.6 172.11.11.1 172.11.11.6 172.11.11.4 172.11.11.5 85 172.11.11.9 172.11.11.13 2. URL goes to a DNS  Device calls a Domain Name Server to translate text URL into a numeric IP address. www.this-is-a-site.com = 128.142.112.108 If the DNS does not know the site, it forwards the text URL upstream to a DNS that does know it. If no DNS can report the IP address, then an error message is returned. 86 IP addresses are translated as Domain Names news.com amazon.com cnn.com chicago.com yahoo.com www.chicago.com www.cti.depaul.edu www.yahoo.com www.microsoft.com depaul.edu microsoft.com 87 www.depaul.edu  International Domains  com Usually a company or other commercial institution or organization, such as www.ibm.com  net Gateways and other administrative hosts for a network  org A private organization, such as www.greenpeace.org  biz Similar to .com  US Only  edu An educational institution, such as www.depaul.edu  gov A government site, such as www.irs.gov  mil A military site, such as www.af.mil (Air Force)  Each country also has its own top-level domain  au Australia; ca Canada; fr France; uk The United Kingdom. These also have sub-domains of things like ac.uk for academic sites and co.uk for commercial ones  me -- country code for Montenegro  tv -- country code for Pacific Island country of Tuvalu Names are managed by ICANN 88 Domain Name Server www.yahoo.com (Domain Name) 64.58.76.223 (IP Address) 89 Iterative/Recursive 90 3. HTTP Packet goes to a Router  Gateway Server sends the HTTP packet (a packet of information) upstream into the Internet. It hits a router. This is a PACKET of information The router acts as a traffic cop and determines the best possible route for the packet. It then sends the packet along that path to the next router. And so on until it reaches its destination. 91 Routing Table R2 address table for R1 and R3 92 126.1.1.1 15.35.200.2 126.12.1.1 126.12.1.6 15.35.200.1 126.12.1.5 132.12.1.5 132.12.1.7 132.12.1.6 126.12.1.7 126.12.1.2 126.12.1.3 126.12.1.4 132.12.1.2 245.12.50.6 132.12.1.4 245.12.50.9 152.123.200.1 245.12.50.8 132.12.1.3 152.124.20.8 152.124.20.6 15.35.200.3 152.124.20.7 132.12.1.1 245.12.50.7 245.12.50.5 172.11.11.16 172.11.11.14 152.124.20.2 152.124.20.5 152.124.20.3 152.124.20.4 145.12.50.1 146.182.5.5 172.11.11.15 146.182.0.1 172.11.11.10 146.182.0.7 146.182.0.2 146.182.0.3 146.182.0.4 172.11.11.11 172.11.11.7 172.11.11.2 146.182.0.5 172.11.11.3 172.11.11.6 172.11.11.4 172.11.11.5 This really happens hop to hop! 93 128.142.112.108 172.11.11.8 146.182.0.6 172.11.11.1 172.11.11.9 172.11.11.13 4. HTTP Packet hits destination IP  Assuming no error, the computer at the destination site receives the packet. It determines which port to allow the packet in. If a port is explicitly specified, that port is used. If not, if there is an HTTP prefix, port 80 is assumed. A word about Firewalls 94 FW and DMZ SW1 R1 HQ 95 Ports Some Common “Well-Known” Ports Number Description 20 FTP – Data 21 FTP -- Control 22 SSH Remote Login Protocol (secure) 23 Telnet Remote Login Protocol (unsecure) 25 Simple Mail Transfer Protocol (SMTP) Each of the services operate at a specific location • Called a Port • Operates at the Transport Layer of the OSI/TCP model 96 53 Domain Name System (DNS) 80 HTTP 110 POP3 143 Interim Mail Access Protocol (IMAP) 156 SQL Server 194 Internet Relay Chat (IRC) HTTPS (http over secure socket layer, not the 443 same as s-http) 458 Apple QuickTime 5. Packet is given to WebServer  An HTTP packet is handed to the WebServer software (via port 80) or to the service requested by the port in the packet.  The WebServer software parses the packet and decides what to do with it. It has lots of decisions to make. 97 6. Parsing Process HTTP://www.this-is-a-site.com/gimme.html         IF there a file name at the end THEN IF the suffix is .htm or .html THEN traverse directories, find file, send file ELSE IF suffix is .asp (or similar) THEN send to program to interpret URL data ELSE IF exists THEN send the default file in the directory ELSE send error message (404) 98 7. File is returned to the sending IP address (already in numeric form)  The file is likely broken into several packets, each sent separately. Each packet has a header with both the sending and receiving IP address. The packets may go different routes and arrive in a different order. A protocol is responsible for collecting them and putting them in order to be passed up to the requesting application. 99 Web Servers provide Services  WWW  This service hands out web pages, using HTML (or one of it variants)  Email  This service sends and receives email for the domain  FTP  The service handles the transfer of files to and from the server  Telnet  This service allows for remote connections to the server from a remote host  Each of these require a server (service) side (a daemon) and a client side (client) 100 HTTP  Most basic command is GET  This will cause the server to retrieve from its files the requested page  The GET will retrieve the full URL  http://www.cdm.depaul.edu/index.htm  This allows multiple sites to be located on the same machine  This is called virtualization, or shared hosting 101 What makes an Enterprise System?  A system that supports enterprise-wide (cross-function) requirements (rather than a single department or group within the organization)**  Generally, an enterprise system is one that would have a major impact on a business whether it fails or works.  The system architecture may have to include many entities (supply-chain, customers, prospects, stakeholders, non-clients, anti-clients, govt, community **Debatable 102 Every System Has These Parts Computer-based information systems are composed of:       Hardware (physical components) Software (programs of instructions) A Database (the information must be stored) A Network (connectivity to the world) Procedures (business rules for the system) People (users/roles for the system) 103 Information Systems Inside the Organization 104 Where does data start?  For an enterprise – it starts with transactions  These are the day to day interactions (sales) of the organization  There has to be a system in place to manage/monitor/complete the transactions  This is a Transaction Processing System (TPS) 105 Transaction processing systems  Most people think about mainframes when they think TPS  But TPS are alive and well  Think about buying things on Amazon, or doing Online Banking  These are all TPS 106 Relationships to other Systems Country 107 Characteristics of TPS  Rapid Response  Input must become output in seconds  Reliability  Failure is NOT an option  Inflexibility  Every transaction must be processed in the same way, standard operations  Controlled processing  Must support organization’s operations  Some examples of TPS are Invoice Processing Systems, Payroll Processing Systems, Ticket Reservation Systems, Purchase order entry forms 108 Components of TPS Hardware Software People 109  Types of TPS  Batch  Real-time  Manual 110 Thick vs. Thin client Net Operating Systems 111 2 Tier PAD (packet assembler/disassembler) Architecture Presentation Fat Client Application 112 Data Server PAD (packet assembler/disassembler) Model – 3 Tier Application Presentation Thin Client Server Server Data Server Start withPAD Model – 2 Tier 113 PAD (packet assembler/disassembler) Model – n Tier Presentation Thin Client Application Servers 114 Data Servers Underlying Technologies  LANs  Usually a thin client  Access to the servers housing the Business Rules of the Transaction Processing System (TPS)  Always a large Database server  Older models this is a single DB  WANs  Client is similar  Business Rules (application) is distributed (there is often a middleware component as well)  DB is distributed 115 Readings for this week Because IT systems have become unmanageably complex increasingly costly to maintain and because they are mission critical… Enterprise architecture methods help in reducing IT cost and complexity, while increasing business value and effectiveness  4 Enterprise Architecture Methods     Zachman Framework TOGAF (The Open Group Architectural Framework) Federal Enterprise Architecture Gartner/Meta Methodology 116 Enterprise Architecture  The field of enterprise architecture essentially started in 1987, with the publication in the IBM Systems Journal of an article titled "A Framework for Information Systems Architecture," by J.A. Zachman  Enterprise Architecture sought to address  System complexity where organizations were spending more and more money building IT systems  Poor business alignment where organizations were finding it more and more difficult to keep increasingly expensive IT systems aligned with business need.  The Zachman framework is a logical structure intended to provide a comprehensive representation of an information technology enterprise.  Although self-described as a framework, is actually more accurately defined as a taxonomy  It deals with each meeting point between a player's perspective (for example, business owner) and a descriptive focus (for example, data.)  Each player needs to know the what, how, where, who when and why but each focus is thought of differently by different players. 117 Zachman Framework 118 TOGAF The Open Group Architectural Framework • Although called a framework, is actually more accurately defined as a process. • TOGAF is an Architecture Development Method • Zachman tells you how to categorize your artifacts. TOGAF complements Zachman and gives you a process for creating them. Enterprise Architecture (as a supply chain) 120 Michael Porter* put all this together in: Porter’s Value Chain Model (Understanding How Value is Created Within Organizations) *Is a leading authority on competitive strategy and the competitiveness and economic development of nations, states, and regions. Professor at The Institute for Strategy and Competitiveness, based at the Harvard Business School. http://www.isc.hbs.edu/Pages/default.aspx Firm Infrastructure Technology and Product Development 122 Profit Human Resources Service Outbound Logistics Marketing & Sales Operations Inbound Logistics Procurement Firm Infrastructure Technology and Product Development 123 Profit Human Resources Service Outbound Logistics Marketing & Sales Operations Inbound Logistics Procurement Supply Chain Model is the oversight of materials, information, and finances as they move in a process from supplier to manufacturer to wholesaler to retailer to consumer. 124 Supply chain management flows can be divided into three main flows:  The product flow  The information flow  The financial flow product includes the The information involves financial flow flowflow consists of credit movement oforders goods from aand supplier transmitting and updating terms, payment schedules, to astatus customer, as well any the of delivery. consignment and title as ownership arrangements. customer returns or service needs. Supply Chain Systems track all three 125 Firm Infrastructure Technology and Product Development Human Resources 126 Profit Procurement Service Marketing & Sales Outbound Logistics Operations Inbound Logistics CRM What is the goal of CRM?  To gain insight into the behavior of customers and the value of those customers.  An effective CRM strategy will increase revenues by:  providing services and products that are exactly what customers want  Provide better customer service  cross sell products more effectively  help sales staff close deals faster  retain existing customers and discover new ones 127 Firm Infrastructure Technology and Product Development Human Resources 128 Profit Procurement Service Marketing & Sales Outbound Logistics Operations Inbound Logistics Enterprise Resource Planning System Enterprise Resource Planning defined • A business management system that integrates all facets of the business. • This includes: • • • • planning manufacturing sales marketing. 129 There are five major reasons why companies undertake ERP.      Integrate financial information Integrate customer order information Standardize and speed up manufacturing processes Reduce inventory Standardize HR information 130 Other important systems Decision Support System A computer application that analyzes business data and presents it so that users can make business decisions more easily. 131 Type of DSS  Expert Systems  Decision Analytic Systems  Executive Information Systems  Group Support Systems 132 Other important systems Unified Communications System Integrates real-time communication services with non-real-times services. Provides a single point of contact for communicators and a single data repository for communication artifacts. 133 Cisco, Microsoft, and others have UC products 134 IPT or VoIP?  VoIP is a component of IP Telephony.  IP telephony solutions look to provide the exact same services as a public switch telephone network (PSTN) or internal business telephone network, using internet technologies instead of traditional analog lines. 135 ©Cisco 2001 *IPT = IP Telephony Other important systems Portals and Intranets . An intranet portal is a central location for information and applications within an organization, presented in an electronic format 136 Intranets and Portals  Both Campus Connection and MyCDM are examples of Intranet Portals  Actually, CampusConnection is an ERP system with a Portal front end  Actually, MyCDM is a CRM system that also serves as a portal to other information 137 Lots of kinds of systems in the modern enterprise Many of them are migrating to the cloud 138 Further, there are significant complementary architectural changes occurring as well MVC Architecture Middleware Platforms Open Source *I’m talking about this here so you will have some background on what we are doing with WordPress 139 Model View Controller What it is, and why it is important  The Model – or a connector that stores information of each single table of a database. The model also does the validation of the data before it gets into the database. Most of the time you will find a table in the database and an relating model in your application. Model stores the FRAMEWORK of the database. It’s a model after all! Model View Controller What it is, and why it is important  The view – a website we actually see as viewers. Inside the view you will find (most of the time) HTML with embedded Ruby code. It performs tasks related solely to the presentation of the data. 141 Model View Controller What it is, and why it is important  The controller – small bits of code that gets information from the database and displays it to the view.  The controller knows how to process the data that comes from the model and how to pass it onto the view. 142 Model View Controller What it is, and why it is important  Separates  Database  Skin Design  Programming 143 Model View Contoller  Model  database tables (persistent data)  session information (current system state data)  rules governing transactions  View  (X)HTML  CSS style sheets  server-side templates  Controller  client-side scripting  http request processing  business logic/preprocessing 144 It is about Content Management Systems Systems that decouple architecture, data, and presentation so that each can be managed separately.  Architecture: a software framework for fast modular construction of a system  Data: information stored and organized independent of architecture; ability to change content without touching software  Presentation: an skin independent of architecture and data; ability to change skins 145 146 What does a CMS framework have?          Modularity Security Model Template/Skin/Theme also Language User/Role Model Media Management Taxonomy Workflow Model Content Distribution Management Front End / Back End Dashboard 147 Uses of a CMS          Blogs (and discussion forums) News and magazine style publishing Online books Social Networks Knowledge repository Portal Enterprise Document Management Enterprise Workflow Management E-Commerce site 148 And this is one reason Why. . .  We are building a form of CMS using WordPress (because it is easy and a good example of an MVC framework)  The message exchange environment we are using is a blog  We could have chosen a Wiki or a discussion board (used to call them bulletin boards or threaded discussions)  But we didn’t!! 149 For next class  Enterprise Data Center Issues Readings  Memo 1 is due to the Submission box. Be sure to both upload AND submit!! (if you don’t get an email it wasn’t submitted)  Web 2 is due (please be sure to upload a Word Readable doc with your url or put the URL in the comments part of the upload and upload a blank pdf.) 150 Memo 1 Activity  Given the handout, design the cabling for this company.  Consider the cable type, where it should go  Where will you put the Equipment Room, Demarc, AP? 151 Memo 1 Activity  This layout represents a clinic within a larger Hospital building. The clinic operates as a separate unit but is to be connected to the Hospital’s IT infrastructure. It will have its own Internet connection and WAN connection to its remote clinic location.  LAN Assignment:  1. Consider the LAN cabling options  a. must connect input stations in all treatment rooms, Dr. Offices, and other working spaces (incld Lab, Meds, Conference Rm)  b. must connect all phones for voip, same cabling  c. Must provide unsecured Internet access for patients at least in Wait Room  d. Must provide for secured wireless access for doctors in all areas of the clinic  2. Consider the location of the equipment room  a. will house all electronic health record servers (3)  b. will house all intermediary devices for the LAN and connection to WAN (remote clinic, Internet)  c. will serve as the connection to the Hospital IT system.  d. will serve as the DMARC point for WAN provider   Your group will recommend:  1. What type of cable you will use for connection within the clinic,  2. What type of cable for connection to Hospital system.  3. Placement of the wireless AP(s)  4. Placement of the equipment room 152  5. What other considerations are important in your decision. 153 1 RFP and SLA Class 6 2 Agenda • RFPs • SLAs • IT Governance 3 Housekeeping • Citations are required. At least two sources. You will lose points if you do not cite your work. • Your memos should be clear & easy to understand. ▫ ▫ ▫ ▫ ▫ ▫ Get your point across. Avoid run on sentences. List pros and cons. Describe the technology. Anita does not know IT! You have to convince her. Recommend and Justify, Justify, Justify! • Keep the amount of quoted material to a minimum please. I’m trying to assess your knowledge of the material, can’t do that when you over quote. Cite the source, restate in your own words. Memo 5 – Cloud Computing 4 (required memo for both IS324 and ECT 424) • This must have a Memo format cover page ▫ The memo body recommendation is what applications TRU should consider moving to the cloud (based on your white paper). • I want to know what your opinion is of the types of applications you think it makes sense for retail operations (like TRU) to consider moving to the cloud and why you think so. (examples are ERP, CRM, e-commerce, email, inventory management etc) • The background material will be in the general form of a “white paper.” 5 Memo 5 – Cloud Computing • On d2l there is a simple template for the white paper (in case you want to use it.) • To construct a White Paper; check out: • https://owl.english.purdue.edu/owl/resource/546/1/ 6 A Possible Problem Plagiarism • Note that in case I see an increase in the use of material not written by the submitter without proper quotation or citation. • I do, on occasion, use turnitin • This becomes a violation of Academic Integrity Policy and subject to dismissal from the university. • If it happens, I have the right to file an Academic integrity report. 7 Web Assignment 4 • Be sure to follow instructions carefully • Most common error – making only 1 Post for Web 4 – minimum of two are REQUIRED ▫ One can deal with the selection and installation of the theme ▫ One can deal with the selection and installation of the plugins and widgets ▫ When done you will have at least 3 of your posts on your Blog site (context, theme, widgets). 8 Discussion – Memo 4 – VDI • What did you learn about VDI? • What are the issues being discussed about it? • What part of TRU do you think could benefit from a VDI implementation? 9 VDI- Pros and Cons 1. Every desktop user can utilize the same image. • Pro: Having each user utilize the same image--the operating system as well as the installed applications--reduces administrative and support costs. • Con: You’ll need a unique image for each user who requires a different set of applications 2. Processing moves from individual workstations to a VDI server. • Pro: There’s no need to upgrade numerous PCs to meet the new OS’s minimum hardware requirements. • Con: VDI will require a major investment in server, storage, network. The total cost may be more than of procuring a basic PC for each user. 3. Maintaining a single OS image can reduce management and support costs. • Pro: Install applications, patches, and drivers once, and every user relying on that image benefits from the update. • Con: Administrators will need to learn the VDI software’s capabilities and limitations 4. When you encounter problems, you’ll generally have just one system to troubleshoot. • Pro: Problems can generally be resolved from within the data center; there’s no need to run out to the actual PCs • Con: Server-side problems can affect multiple users--everyone using that server or that image. For that reason, it’s a good idea to set up redundant servers. 10 RFI, RFP,SLA,ITGOV (alphabet soup) 11 Request for Information (RFI) • Used during Planning Phase • When can’t clearly define product requirements, specification or purchase options • Trying to ID products and services available • Use to collect information about capabilities of suppliers • Be sure that you state a contract will not automatically follow 12 RFI Best Practices • • • • • Use a standardized format (easier comparison) Be as specific as you can be Limit the request to information only Don’t request pricing Be considerate – this is a relationship building step • Give adequate time to respond RFPs 13 Harris, G. “Fundamentals of Purchasing”. AMACOM. © 2000 Request for Proposals 14 Request for Proposals (RFPs) • • • • • What they are Why they’re needed How they’re used Details of interest An Example 15 RFP: Definition • A document that requests bids or proposals from suppliers under specified conditions. • Typically written but can be oral also (not good practice) 16 Bid/Quote vs. Proposal • Bid/Quote: ▫ supplier submits a bid or quote when buyer interested in product specifications, price, and delivery terms • Proposal ▫ supplier submits a proposal when buyer is interested in how the supplier will approach the work, the specific tasks to be performed including, schedules, options in pricing, and when the buyer wants to negotiate the terms of the purchase. 17 Comparisons of Bids & Proposals Bid/Quote Proposal (more comprehensive) • • • • • • • • • • Products Specifications Delivery and Availability Fixed Prices Standardized Terms Off-the-Shelf, Standard Offerings • Prices • Simple Evaluation Criteria • Award on Price • • • • • Services Statements of Work Tasks and Schedules Fixed Prices, and Time and Materials or Cost Plus Standardized and Unique Terms Custom Offerings Total Costs Complex Evaluation Criteria Award on Price and Other Factors 18 How do you know when to use what? Verbal Buyer’s Solicitation In Writing Low $ amount; Simple Specifications; Low $ amount Quick Response Verbal Higher $ amount; Industry Standard Complex custom requirements and services In Writing Supplier’s Bid/Response When it doubt – write it out! 19 An Example of a Price Quote • Radiology Services from Sunquest • There is a document on D2L for this (readings section) 20 Written solicitations • Takes many forms including: ▫ e-mail, ▫ fax, ▫ hard copy letter, or some form of verbal communication ▫ Online submission ▫ HAVE DEADLINES!! 21 Business reasons to insist on written solicitations: • Protects both parties' interests • Provides a record of transaction for historical perspective • Ensures that suppliers receive exact information on bid requirements • Efficient use of buyer's resources • Buyer is able to include terms and conditions of purchase and seller can review applicable information. 22 Features of a Standard Solicitation 1. 2. 3. 4. 5. Statement of Work/Specifications Legal Terms and Conditions Business Conditions Due Date and Time for Response Evaluation Criteria (unless Award Is Made Solely on Cost and Availability) 23 I. Statement of Work/Specifications • Intended to ensure supplier has… ▫ ▫ ▫ ▫ technical ability, capacity, experience, and financial resources • …to perform the work 24 Buyer should include this type of language: • Supplier must provide data in its proposal regarding Sections ———— of this solicitation. Data includes stating its ability to perform, compliance with contract terms and conditions, and submission of requested plans and standards. Failure to comply with providing this data to buyer may result in buyer's decision, at its sole discretion, to reject the proposal and not consider it further. 25 Evaulate • Can you understand what is required? • Will a supplier understand what is required? • Will a supplier be able to submit a responsive bid? • Do the requirements unreasonably restrict competition? • Have you received an accurate estimate of the price of the product/service? • Do you agree that the description of the product and service favorably compares to the written estimate? 26 II. Legal Terms and Conditions 1. Warranties ▫ Time to repair or replace product or repeat service if work done not performed properly or if workmanship poor 2. Inspection and Acceptance ▫ How product/service to be inspected by buyer and terms of acceptance 27 II. Legal Conditions, cont’d 3. Indemnification ▫ Buyer may require supplier to indemnify the buyer against claims arising from suppliers actions or inactions including patent or copyright indemnities 4. Applicable Law ▫ Buyer indicates which state law applies to the purchase 28 II. Legal Conditions, cont’d 5. Disputes and remedies ▫ How these will be resolved and remedies available for seller non-performance 6. Termination ▫ Conditions under which buyer can cancel or terminate agreement 29 II. More Legal Conditions • 7. Changes ▫ Made by the buyer to form, fit or function after contract has been signed • 8. Risk Loss ▫ Must define the timing of transfer of title to the product and responsibilities of damage or loss 30 II. Even more Legal Conditions • 9. Assignment ▫ Possibility of assigning responsibilities to 3rd party w/o buyer’s consent • 10. Integration ▫ Only what’s written in the contract governs the relationship 31 II. Legal Conditions • 11. Insurance ▫ Buyer usually requires this if work is done at buyer’s site 32 III. Business Conditions • 1. Quality requirements ▫ buyer should indicate the overall quality requirements that will be placed on suppliers • 2. Inventory ▫ supplier may be asked to hold inventory on the buyer's behalf or consign inventory at buyer's facility 33 III. Business Conditions, cont’d • 3. Payment terms ▫ Addresses the point(s) at which the supplier will be paid • 4. Transportation method ▫ Buyer states whether the supplier has the option to use its own transport company, 34 III. Business Conditions, cont’d • 5. Shipping and Delivery Point ▫ Various shipping points are available including:  Seller's plant  Distribution Facility  Buyer's plant • 6. Technical Assistance ▫ Buyer needs in setting up and using products supplied 35 III. Business Conditions, cont’d 7. Installation ▫ Buyer will likely ask supplier to ensure product installed properly • 8. Delivery Schedule ▫ Specific delivery schedule and quantities of products or services 36 III. Business Conditions, cont’d • 9. Packaging ▫ Strength, material composition, inside and outside packaging • 10. Type of Contract ▫ Selected by buyer dependent on specification of the work and ability of supplier to develop accurate proposal 37 IV. Due Date and Time for Response • Proposal Development Time ▫ ▫ ▫ ▫ ▫ ▫ ▫ Complexity of requirement Length of agreement Standard versus custom needs Partnership or arms-length relationship desired Purchase order or contract terms Proposal submittal requirements Local or worldwide bid 38 V. Evaluation Criteria Two basic options: • Proposals can be evaluated based on purchase price and availability of product/service; or • Proposals can be evaluated using a number of factors, including price. This system includes weighting of criteria and measuring/rating proposals against meeting the criteria. 39 V. Evaluation Criteria, cont’d • Records of Past Performance ▫ Ask for references ▫ Ask for a current customer list ▫ Request samples from the supplier so that they can be evaluated ▫ Research the current experience with suppliers, and perhaps current bidders, in terms of delivery and quality performance ▫ Ask performance to provide data of feedback received from other customers 40 V. Evaluation criteria, cont’d • Other special conditions ▫ ▫ ▫ ▫ ▫ ▫ ▫ ▫ Buyer approvals Security Non-disclosure of proprietary information Level of effort (hours) Requirement for reports Software source code Bankruptcy rights On-site presence 41 Process 42 Best Practices: Writing Solicitations • Be ▫ ▫ ▫ ▫ ▫ Concise Consistent Considerate of time Accurate Thorough 43 RFP Example/Template • City of Bellevue, Washington for Miscellaneous IT Services • RFP template example (in word) • Posted on D2L (readings section) SLAs 44 Hiles, Andrew. E-Business Service Level Agreements: Strategies for Service Providers, ECommerce and Outsourcing. Rothstein Associates. © 2002 Service Level Agreements 45 SLAs • • • • • What they are Why they’re needed How they’re used Details of interest An Example 46 Internal vs External • SLA are not just external (with your providers) • Growing use internally (why?) ▫ Keeps IT honest ▫ Helps them ensure they are providing services their customers want and value ▫ Provides measures of success 47 Impacts Company Date Duration of Outage Losses, Costs AT&T Feb 1998 6-26 hours Rebates of $40m Charles /Schwab Feb-Apr 1999 6 – 26 hours Losses believed to be hours >$20m; $70m invested in infrastructure E-Bay June 1999 22 hours $3 – $5m; Shares: down 26% E*Trade February – March, 1999 >5 hours Revenues: $3m $Shares: down 22% Amazon April 2011 >13 hours Were there losses?! 48 Loss impact • In 2014 EMC Corporation surveyed 3,300 IT decision makers from across 24 countries in an effort to determine how well organizations are prepared to deal with incidents resulting in downtime and data loss. • According to the study, enterprises (organizations employing more than 250 people) have lost a total of $1.7 TRILLION!! in the past year due to downtime and data loss. • While the overall number of data loss incidents has decreased, the volume of lost data has increased by 400% over the last two years. 49 Definition • A Service Level Agreement (SLA) is an agreement between the provider of the computing service and the customers of it…. quantifying the minimum acceptable service to the user. 50 Why “an agreement”? • negotiation and commitment from both service provider and customer. 51 SLA should cover the following: • Purpose of SLA • Duration of agreement • Description of application or service • Service overview • Any corporate dependence • Priority • Impact and cost of outage 52 SLAs should cover: (2) • Traffic volumes ▫ standard day ▫ critical periods ▫ peak periods • Forecast utilization and growth/decline ▫ now ▫ projected growth or decline in 6 months ▫ projected growth or decline in 1 year and as far forward as is practicable 53 SLAs should cover: (3) • Cache / storage requirements ▫ physical access control ▫ logical (systems) access control ▫ back-up ▫ disaster recovery and contingency planning • Any Value Added / Managed Services 54 SLAs should cover: (4) • Service levels (e.g. availability, reliability, response, latency with definitions) • Scheduled downtime (if any) • Support hours ▫ help desk ▫ technical support ▫ customer account management arrangements 55 SLA should cover: (5) • Problem escalation procedure ▫ Technical ▫ Managerial ▫ ▫ ▫ ▫ ▫ ▫ ▫ ▫ ▫ Charging arrangements Change control Service level measurement Customer Satisfaction Monitoring actual service level against SLA targets Service level reporting Penalties for failure Arbitration and mediation arrangements Arrangements for customer/supplier review meetings  Contacts (inside and outside normal working hours) ▫ Duration of agreement ▫ Review / renegotiation arrangements 56 Service Quality (in SLA) • • • • Times Service Availability Service Reliability Delay, response, latency, lead time 57 A concept: Uptime/Availability • The proportion of the time or when the function and facilities provided are actually available as a % of scheduled. • Could be expressed as actual times or as: ▫ 24/365 ▫ from xx.xx hours to xx.xx hours on specified days ▫ at xx.xx hours on specified days http://www.internettrafficreport.com/details.htm 58 What does it mean in real time? Up Time % Down Percent # days #hours 98.5 1.5 5 120 99 1 3.65 87.6 99.5 0.5 1.825 43.8 99.75 0.25 1 22 99.9 0.1 .365 9.75 99.95 0.05 .1825 4.38 99.99 0.01 .0365 1 hour (over 365 days) 99.99% uptime over a 30 day month is 4.32 min of down time 59 60 Other concepts: Delay • Delay or Response is the elapsed time for a packet to be passed from the sender, through the network, to the receiver. • Increased delay is characterized by lack of response of the application or system. • Typically host and database processing time is excluded from response measurement 61 Other concepts: latency • An aspect of response or delay. • Latency is the amount of time it takes to transmit a single piece of data from one location to another. • In one SLA it was defined as: The Network Transit Time for a 128-character-length package (a "Packet") — i.e., a single trip. • But it is more usually expressed as round-trip delay 62 Other concepts: Jitter • Jitter is the variation in endto-end transit delay. • High jitter is not tolerable in some real-time activities such as audio or video transmissions, where it creates distorted reception. 63 Jitter explained 64 Other concepts: Bandwidth • Bandwidth is the maximum data transfer rate that can be sustained between two end points. • Bandwidth limitations arise from constraints within the network infrastructure and the traffic on it. 65 Other concepts: Reliability • Reliability is normally defined as packet loss. • It may also apply to packets delivered in the wrong order. In audio and video transmissions, packet loss is identified by the sound or picture breaking up or moving jerkily. 66 More on Reliability • Also defined as the number of unscheduled outages of service ▫ preferable to have as few outages as possible ▫ in some cases it might be better not to suffer a single long outage but to have more, but shorter, outages 67 Feature: E-Commerce & SLAs Application $000s/hour Brokerage Operations $6,000 Credit Card Authorization $2,500 Pay-per-view $145 Home Shopping $110 Catalog Sales $110 Airline reservations $100 Teleticket sales $70 Package shipping $25 Source: Contingency Planning Research & Dataquest 68 E-Commerce SLAs Should Consider: • High volume/value: potential loss justifies service level • Apply SLA definition to your situation • Establish what to include • Keep all service aspects together in an SLA appendix • Ensure measurements meaningful 69 More Considerations • “Close down” percentages • Decide on the basis on which penalties will be set • Legal jurisdiction • Residual risk • Plan for change 70 71 What is IT Governance? “Specifying the decision rights and accountability framework to encourage desirable behavior in using Weill & Ross, (2004) IT Governance, HBS Press. IT.” or IT Governance is putting structure around how organizations align IT strategy with business strategy, ensuring that companies stay on track to achieve their strategies and goals, and implementing good ways to measure IT’s performance. Karen D. Schwartz CIO Magazine (2007) 72 Role of IT Governance 73 IT Governance Framework • An IT governance framework consists, essentially, of a set of principles, a decision-making hierarchy and a tailor-made suite of reporting and monitoring processes. 74 Why have IT Governance? • Survey by MIT/Slone of 250 organizations and how they govern IT. “We conclude that effective IT governance is the single most important predictor of the value an organization generates from IT.” Weill & Ross, (2004) IT Governance, HBS Press. 75 76 Calder-Moir IT Govern. Framework ISO/IEC 38500 CoBIT ITIL ValIT 77 Plan Plan Do Do 78 Information Systems Audit and Control Association Professional association focused on IT Governance 79 COBIT 5 is an ISACA framework You can download COBIT 5 framework here: (it will cost you!) http://www.isaca.org/COBIT5INFO-SEC It defines the Security Policy framework 80 8 Key Decision Areas 1. Governance Principles and decision-making hierarchy 2. Information Strategy 3. Risk Management 4. Software applications 5. ICT Architecture 6. ICT Infrastructure/technology 7. Investment and Project Governance 8. Information Compliance and Security 81 1. Governance Principles/DecisionMaking • There are two types of principle in this context: ▫ governance principles  How IT is to be managed in the enterprise ▫ implementation principles  How IT is to be used to achieve the business strategy. 82 1. Decisions Three governance questions... 1. What decisions must be made? 2. Who should make these decisions? ◼ ◼ Input rights Decision rights 3. How will we make and monitor these decisions? 5 types of Decisions….6 Archetypes… Weill & Ross, (2004) IT Governance, HBS Press. 83 What decisions must be made? IT Principles Decisions High-level statements about how IT is used in the business IT Architecture IT Infrastructure IT Investment and Decisions Decisions Prioritization Decisions Organizing logic for data, Applications, and infrastructure captured in a set of policies, relationships and technical choices to achieve desired business and technical standardization and integration. Centrally coordinated, shared IT services that provide the foundation for the enterprise IT capability. Decisions about how much and where to invest in IT, including project approvals and justification techniques Business application needs Specifying the business need for purchased or internally developed IT applications. Weill & Ross, (2004) IT Governance, HBS Press. 84 Questions Key to each IT Decision • IT Principles ▫ ▫ ▫ ▫ What is the enterprise’s operating model? What is the role of IT in the business? What are IT-desirable behaviors? How will IT be funded? 85 2. Information Strategy • (which MUST be derived from the business strategy): ▫ What information do we need, where does it come from and what are we going to do with it? ▫ Out of the information strategy comes the ICT strategy, which is made up of:  application,  architecture, and  infrastructure/technology strategies. 86 3. IT Risk Management • Within the context of the organization’s overall risk management framework, ▫ risk to information and ICT ▫ Assessing the severity 87 Risk Severity Assessment Tag Meaning Definition Critical A revenue-generating opportunity, or representing a definite and substantial financial, legal or HR risk to the business. For software development, this represents functionality that is unavailable, severely corrupted, or severely degraded for a significant number of customers and/or employees. SEV2 Serious A cost-containment opportunity, or representing a moderate financial, legal or HR risk to the business. In software development, this represents functionality that is unavailable, severely corrupted, or severely degraded for a limited number of customers and/or employees. SEV3 Medium A potential legal, HR or financial risk to the business. In software development, this represents an issue where a bypass or manual fix is available. Minor No potential cost savings or revenue generating capability, and no risks to the business. In software development, this represents functionality that is degraded, but this degradation is relatively insignificant (i.e. cosmetic or negative goodwill). SEV1 SEV4 88 4,5,6. Software, ICT Architecture and ICT Technology • How applications are specified, developed, authorized, acquired and managed • Integration, standardization of ICT architecture • Infrastructure ▫ How are IT services specified, developed, authorized ▫ What services should be outsourced, how, why and by whom 89 Questions Key to Each IT Decision 4. Business Application Needs ▫ What are the market and business process opportunities for new business applications? ▫ How are experiments designed to assess whether they are successful? ▫ How can business needs be addressed within architectural standards? When does a business need justify an exception to standards? 90 Questions Key to each IT Decision 5. IT Architecture ▫ What are the core business processes of the enterprise? How are they related? ▫ What information drives these core processes? How must the data be integrated ▫ What technical capabilities should be standardized enterprise-wide to support IT efficiencies and facilitate process standardization and integration? ▫ What activities must be standardized enterprisewide to support data integration? ▫ What technology choices will guide the enterprise’s approach to IT initiatives? 91 Questions Key to Each IT Decision 6. IT Infrastructure ▫ What infrastructure services are most critical to achieving the enterprise’s strategic objectives? ▫ For each capability cluster, what infrastructure services should be implemented enterprise-wide and what are the service-level requirements of those services? ▫ How should infrastructure services be priced? ▫ What infrastructure services should be outsourced? 92 7. IT Investment • • • • Which initiative should be implemented Prioritization Managed (as a project) ROI 93 Questions Key to Each IT Decision 7. IT Investment and Prioritization ▫ What process changes or enhancements are strategically most important to the enterprise? ▫ What are the distributions in the current and proposed IT portfolios? ▫ Are these portfolios consistent with the enterprise's strategic objectives? ▫ What is the relative importance of enterprise-wide versus business unit investments? ▫ Do actual investment practices reflect their relative importance? 94 8.Compliance and Security • • • • • Criteria for securing information Demonstration of legal/regulatory compliance Measurements? IP protections Audits 95 Who Makes the Decisions • Governance Archetypes ▫ Business Monarchy  Group of business executives (may include CIO) ▫ IT Monarchy  IT Executives ▫ Feudal  Business Unit Leaders, Process Owners ▫ Federal  C-Level executives and business units (central and state government) ▫ IT Duopoly  IT executives and one other group ▫ Anarchy  Each individual user Governance Decisions 96 IT Governance Components Domain Style IT Principles IT Architecture IT Infrastructure Strategies Business Application Needs IT Investment Governance Archetype Business Monarchy IT Monarchy Feudal Federal Duopoly Anarchy Don’t Know © MIT Sloan CISR 97 IT Duopoly • IT Executives and one other group ▫ 2-party arrangement where decisions represent a bilateral agreement ▫ Differs from a federal model in that federal always has both corporate and local business representation  Duopoly has one or the other – but not both – and always includes IT professionals ▫ Duopolies can take one of two forms  Bicycle wheel or t-shaped Weill & Ross, (2004) IT Governance, HBS Press. 98 Bicycle Wheel IT Duopoly BU BU RM RM BU = Business Unit RM = Relationship Mgr IT RM BU RM BU Weill & Ross, (2004) IT Governance, HBS Press. 99 T-Shaped IT Duopoly Executive Committee XXXXXXYXXXXXX IT Committee Y Y Y Y Y X = Business manager Y = IT manager Y Weill & Ross, (2004) IT Governance, HBS Press. 100 How Enterprises Actually Govern - Survey © MIT Sloan CISR 101 Top 3 Governance Performers from Survey Governance Decisions Domain Style Governance Archetype IT Principles IT Architecture IT Infrastructure Strategies 3 3 3 Business Monarchy IT Monarchy 1 2 2 Business Application Needs IT Investment 2 3 1 Feudal Federal Duopoly 1 1 2 2 3 1 Anarchy Don’t Know © MIT Sloan CISR 102 Next Module 7 • Bring a Laptop • Virtual Collaboration Technologies • Social Media 103 Questions Module 7 1 » Collaboration Tools ˃ ˃ ˃ ˃ ˃ Enterprise 2.0 revisited Definitions Brigg’s Patterns of Collaboration Tool Selection Multicultural Issues » KM » Social Enterprise » Adoption and Diffusion 2 » Enterprise 2.0 is the integration of Web 2.0 technologies into an enterprise's business processes. ˃ Web 2.0 + Communication + Collaboration + Information Storage/Retrieval/Mining » Enterprise 2.0 technologies emphasize employee, partner and consumer collaboration. » Connectivity (internetworking) » Enterprise 2.0 implementations use a combination of social software and collaborative technologies like blogs, wikis, social networks » Utilizes Internet/Web/Mobile » Hardware (processing and storage architectures) is usually 3 Cloud/SAAS » People innovate faster in a collaborative workplace » Save time » Increase quality of output ˃ When you work with a team, you utilize many strengths » Increase participation ˃ More likely to have the right experts available ˃ More likely to increase buy in for the result ˃ Using resources to their fullest improves employee retention » Cooperation supports both team and individual goals 4 We need some shared definitions 9/21/2009 5 Group A Group is two or more individuals who share common interests or characteristics and whose members identify with each other due to similar traits. Team Any group of people involved in the same activity. Team members work together toward a common goal and share responsibility for the team's success. 6 Teams are different from groups in 5 ways: 1. 2. 3. 4. 5. task orientation Purpose Interdependence formal structure familiarity among members. 7 This model of group development was first proposed by Bruce Tuckman in 1965, who maintained that these phases are all necessary and inevitable in order for the team to grow, to face up to challenges, to tackle problems, to find solutions, to plan work, and to deliver results. 8 » » » » » » Standing [Work or Production] Project Ad-Hoc “Virtual” [Inter-organizational] Leaderless Action 9 Low Level 1 Collected Work : Sprinters Degree of Collaborative Effort Uncoordinated Individual Efforts Level 2 Coordinated Work: Relay Coordinated Individual Efforts Level Concerted Work: High Crew Concerted Team Effort Sprinters » Individual, uncoordinated effort toward team goal » Team productivity is sum of individual performances » Individualized Processes from Start to Finish » Examples are: Office Applications ˃ MSWord group editing ˃ Multiple spreadsheet editing ˃ Powerpoint presentation passing Relay » Coordinated Efforts and Processes » Coordination, sharing, and hand-offs » Coordination Applications examples are ˃Workflow Applications Crew » All team members work a process simultaneously to achieve the team goal » Repeatable Customized Process » Collaborative applications examples are: ˃GroupSystems Hierarchy of Collaboration » Can also be referred to as group decision support systems (GDSS). GSS is any combination of hardware and software that is used to support group functions and processes. » A Group Support System permits modeling many different structured synchronous team interventions to support task oriented collaborative intellective work. 15 Collaboration Group Systems Share Information Generate Ideas Session Planning Organize Ideas Poll Consensus Explore Issues Knowledge Management Organizational Memory Enterprise Model Corporate Database Intranet World Wide Web FTP/Gopher Group Systems Virtual Collaboration Collaboration Share Information NY DC Generate Ideas Boston Session Planning LA SF NY Organize Ideas Poll Consensus PIT HK SYD DC ATL Explore Issues Knowledge Management LA Paris LON DC SF Organizational Memory Enterprise Model Corporate Database Intranet World Wide Web FTP/Gopher CHI 18 » » » » http://www.mindmeister.com You should have gotten an invite for this activity Click on a topic (it will be outlined in blue) You may need to create a basic account 19 20 All meetings consist of collaboration patterns A SEVEN-LAYER MODEL OF COLLABORATION FOR DESIGNERS OF COLLABORATION SYSTEMS - Robert O. Briggs, Center for Collaboration Science, University of Nebraska at Omaha 1. 2. 3. 4. 5. 6. 7. Goals - A goal is a desired state or outcome. Deals with group goals and private goals. Collaboration is defined as joint effort toward a group goal. Products - A product is a tangible or intangible artifact or outcome produced by the group’s labor. Activities - Activities are sub-tasks that, when completed, yield the products that constitute attainment of the group goal. Patterns of Collaboration - Patterns of collaboration are observable regularities of behavior and outcome that emerge over time in teamwork. Techniques - A collaboration technique is a reusable procedure for invoking useful interactions among people working toward a group goal. Tools - Collaboration tools are artifacts or apparatus used in performing an operation for moving a group toward its goals. Scripts - A script is everything team members say to each other and do with their tools to move toward the group goal. Scripts may be internal or external, 21 tacit or explicitly captured as documentation. Generate Reduce Clarify To move from having fewer concepts to having more concepts in the set of ideas shared by the group. Move from having many concepts to a focus on a few deemed worthy of further attention Move from less to more mutual understanding about a concept Organize Move from having less to more understanding of the relationships among concepts Evaluate Move from less to more understanding of the benefit of concepts toward attaining a goal relative to one or more criteria. 22 Commit Move from less to more commitment among stakeholders about an action toward the stated goal » Ask yourself: » What types of tools support the patterns of collaboration you plan to use? » Can the tool assist in structuring the meeting? » Can the tool assist in structuring the outcomes? 23 Kinds of meetings » Briefing ˃ Presentation ˃ Training ˃ Status » Problem Solving ˃ ˃ ˃ ˃ Ideation Knowledge Acquisition Knowledge Exposition Decision Making » Execution ˃ Group Writing ˃ Group Modeling » Social ˃ Kick Off ˃ Team Building ˃ Celebration 24 How do I select Web2.0 tools that aren’t $1,000 a seat? 25 26 Simply adding technology alone never solves a significant problem http://www.podio.com You should have gotten an invite from me for this tool. 27 It’s the process, silly 28 Evaluate the solution Scope the Context [Feasibility] Define the Business Problem Use Cases Find and define the problem Define the Team Processes Required Evaluation Criteria Define the Technology Groupware Categories Generate and test candidate solutions Pick and implement a solution Select & Configure Product Execute Solution Eval. options against criteria for relevant use cases 29 » Briefing ˃ Presentation ˃ Training ˃ Status » Problem Solving ˃ ˃ ˃ ˃ Ideation Knowledge Acquisition Knowledge Exposition Decision Making » Execution ˃ Group Writing ˃ Group Modeling » Social ˃ Kick Off ˃ Team Building ˃ Celebration » Streaming tools ˃ Web conference ˃ Desktop sharing ˃ Audio/Video conference » GSS Suites ˃ ˃ ˃ ˃ MindMapping Wikis Group Modeling Voting/Polling » Office Suites ˃ Collaborative Authoring ˃ Collaborative Modeling » Messaging ˃ Micro-blogging ˃ Social Networking Systems ˃ Streaming tools 30 31 32 Core capabilities Primary characteristics of a collaboration technology that provide the group with the means to take action toward attaining their goals. Data Content Kinds of contributions users can add using core capabilities, e.g. text, graphics, voice, video. Kinds of relationships users can establish among their contributions, e.g. collection, ordinal, hierarchical, network. Data relationships Data limits Data persistence Actions Synchronicity The kinds of limits that are or can be imposed on contributions, e.g. size, duration, content. The degree to which contributions can be made permanent. Kinds of actions that users in each role can take with respect to contributions to a technology: add, receive/view, associate, edit, move, evaluate, and delete. Expected delay between the time a person executes an action and the time s/he could reasonably expect that other users could perceive the effects of that action. E.g. instantly, within seconds, within minutes, within hours. 33 Identifiability Access controls Roles Awareness indicators Interruption alerts Instructions Degree to which users can determine who executed an action. E.g. full Identifiability, full anonymity, identification by role, identification by pseudonym. The kinds of limits that may be placed on user’s ability to access a technology and act on its contents. E.g. login name, password, invitation, smart card. The degree to which a technology affords differentiation in access and action by sub-group, e.g. leaders, participants, observers. Ways users know who else has access to the system, who is currently present in the system, what contributions others are viewing, what they are doing. Ways that participants are notified that something or someone in the system requires their attention. Ways a technology implementation provides process guidance to a user about what they may contribute, what actions they may take, and the significance of those actions. 34 Lets consider three dimensions of virtuality in “We are the workplace working virtually” 35 Same Time Different Time Same Place Different Place Large Different Group Culture Small Same Group Culture A Fourth Key Dimension is Culture 36 Meeting One Repositories Meeting Two 37 Virtual Project Support Information generated between group-to-group and distributed meetings Different Time Same Time Corporate Database Small Group External Information Services Large Group Virutal FTF Meetig Group Meeting (office) to Room Group 38 Adapted from J. Morrison, 1992 UofAZMIS Note: We will not review Google Hangouts (most of you already use it!!) 39 IS 483 » Do you have these? » Where do they show up? » How do you manage them? 41 3/9/2020 » National Culture » Organizational Culture » Professional Culture 42 Social Psychologist and former IBM employee conducted one of the most comprehensive studies of how values in the workplace are influenced by culture. He broke down these values into 5 Dimensions of National Culture 1. Power Distance index ˃ Power Distance Index (PDI) - focuses on the degree of equality, or inequality, between people in the country's society. A High Power Distance ranking indicates that inequalities of power and wealth have been allowed to grow within the society. 2. Uncertainty Avoidance -Tolerance ˃ Uncertainty Avoidance Index (UAI) - focuses on the level of tolerance for uncertainty and ambiguity within the society i.e. unstructured situations. A High Uncertainty Avoidance ranking indicates the country has a low tolerance for uncertainty and ambiguity. 43 3. Individualism-Collectivism ˃ Individualism (IDV) - focuses on the degree the society reinforces individual or collective achievement and interpersonal relationships. A High Individualism ranking indicates that individuality and individual rights are paramount within the society. 4. Masculinity-Femininity ˃ Masculinity (MAS) - It depicts the degree to which masculine traits like authority, assertiveness, performance and success are preferred to female characteristics like personal relationships, quality of life, service and welfare. 5. Long term-Short term Time Horizon ˃ Long-Term Orientation (LTO) - focuses on the degree the society embraces, or does not embrace, long-term devotion to traditional, forward thinking values. High Long-Term Orientation ranking indicates the country prescribes to the values of long-term commitments and respect for tradition. 44 ➢ Want transferable skills that support job mobility ➢ Expect to have many jobs over their lifetimes ➢ High value placed on engagement and attention from companies, bosses, mentors ➢ Broad attention span and multitasking ➢ Communicate via multiple channels ➢ High use of computer games, have developed job-related skills via gaming ➢ Willing to trade off between income and job demands ➢ Less willing to unquestioningly adhere to “traditional” norms around the workplace From various sources, including Carolyn Martin’s and Bruce Tulgan’s work on Generation Y in the workplace. Laptops are increasingly the assumed standard for personal computers. Many companies say that out-of-office work is “nothing special – just part of how we do business now.” Urban nomads: ▪ People connected anywhere, anyplace ▪ Not just for business travelers, but for people going about their daily lives in their local environment ▪ A single smart device (cellphone+internet) taking the place of multiple pieces of equipment ▪ Assumption that you can access your personal files from any device Quote from The Telework Coalition’s Teleworking Benchmarking Study Best Practices for LargeScale Implementation in Private and Public Sector Organizations – Executive Summary (2006). “Urban nomads” from The Economist - Mobile Edition (April 10, 2008). 47 http://www.knowledge-managementtools.net/knowledge-management-model.html “Communities come to life when they fulfill an ongoing need in people’s lives. To create a successful community, you’ll need to first understand why you’re building it and who you’re building it for; and then express your vision in the design, technology and policies of your community.” – Amy-Jo Kim, Community Building on the Web » Opportunities for Knowledge Creation » Opportunities for Knowledge sharing » Knowledge types ˃ Tacit (what lives between the ears) ˃ Explicit (what has been captured and stored) » Information overload: ˃ Knowledge workers spend between 15 and 30 percent of their time searching for information, and these searches are successful less than 50 percent of the time. (this is a KM issue) 49 » Collaboration creates massive quantities of data and experience » It rarely gets shared outside of the immediate group involved » Organizations are trying to figure out how to keep from repeating experiences (learning) » We have been trying for nearly 20 years (mid 90s) 50 The Changing Face of the Knowledge Business » Economic reliance on knowledge workers is increasing. ˃ About 40% of the US workforce are classified as knowledge workers » Customers and employers want a more integrated approach. » There won’t be enough of them » Their expectations are different » Technology will transform when, where and how work is done. 51 » Knowledge » Knowledge Sharing vs Knowledge Management » CMS (underlying technology) 52 » This is the DIK pyramid » Based on systems-theory thinking – that one leads to the other by simple aggregation » – what do you think ??? ? Knowledge Information Data 53 You’re outside Washington, DC driving to the airport to catch a plane to New York for a meeting. » Data: 10, 34, 25. » Information: a weather station 10 miles from Washington National Airport reports sleet, temperature 34 degrees, wind out of the West at 25 mph. » Knowledge: you know the weather will cause delays or cancellations and you may miss your meeting. » Wisdom: you reserve a seat on the next train so you get to your meeting on time. 54 DEFINITIONS ➢ Understanding via experience ➢ A person’s range of information ➢ Accumulation of facts or procedural rules » Types of Knowledge: ˃ ˃ ˃ ˃ ˃ ˃ Know-What: Facts Know-Why: Analysis Know-Who: Politics Know-Where: Marketing Know-When: Strategy Know-How: Expertise 55 Tacit Socialization Tacit Externalization Explicit Internalization Explicit Combination 56 Explicit vs Tacit Knowledge » Tacit knowledge is knowledge that's difficult to write down, visualize or transfer from one person to another. » Some Examples of Tacit Knowledge • • • • • • • • Innovation Leadership How to speak a language Sales Body Language Intuition Humor Emotional Intelligence 57 “The chief economic priority for developed countries is to raise the productivity of knowledge . . . The country that does this first will dominate the twenty-first century economically.” Peter F. Drucker 58 Share ideas, have conversations Create spaces for conversations People Technology Processes Learning Provide structure to the things that must be done Revisit the processes/conversations for what can be done better 59 People create knowledge with: Colleagues Experts Customers Partners and friends Places where people can: Share ideas Form communities Learn Create answers to problems Things structured and unstructured content we: Create Classify Capture Share 60 Communities of practice share ideas. They are about conversations. Networks and communities of practices are groups of workers with shared interests who meet to share ideas and create knowledge. 61 Technology lets us collaborate on a large scale. “I need to know.” Searching Mining “We need a place to work on this.” Collaboration Communities “I need someone to explain this to me.” e-Mail Discussion database Portal Groupware 62 » KM PROCESS ˃ ˃ ˃ ˃ ˃ ˃ Creates Captures Organizes (codifying, cataloging, etc.) Refines (collaborating, mining, etc.) Disseminate (Transfer, share, alert, push, etc.) Maintains Knowledge lives in communities and networks. Group knowledge is more powerful than individual knowledge. Knowledge sharing needs trust – which comes with experience 64 » It’s not convenient. » They don’t know what they know. » They don’t know the value of what they know. » They believe knowledge hoarding is job security. » They don’t get credit for it. » They don’t have the time. Knowledge Management Magazine, January 2000 65 » They take pride in their expertise. » They enjoy interacting with peers. » They wish to learn. » They expect others to reciprocate. » They want to contribute to the common good. » Their culture encourages sharing. » They are loyal to the organization. Program Management 2000: Know the Way (modified) 66 Dynamic Systems » Locate know carriers and seekers » Create social forum » Access to experts » Support cross functional teams » Provide cross-skills set for projects » Expert NW » Comm. Of Practice » Yellow Pages Process-Oriented Integrative » Capture Know for reuse in recurrent problems » Improve processes ➢ Integrate knowledge source and provide single point of access » Lessons learned from best practice » Process description DB » Knowledge repositories ➢ Corporate portals (extranets and intranets 67 » If we make it everyone’s job, no one will do it. » Must be meaningful to the user and facilitate the creation, retrieval and sharing of knowledge » It has to integrated into the work people are doing anyway (it can’t be an extra step) » It should support searching and browsing » May employ a controlled vocabulary » Can purchase Taxonomy Vocabulary » “An integrative discipline for structuring, describing and governing information assets across organizational and technological boundaries to improve efficiency, promote transparency and enable business insight.” (Gartner, 7/09) This is about the data, documents, files – not knowledge! » UCC + KM + ERP + DATA = separate systems, less innovation » Need ˃ Tools to leverage collaboration, communication, connection ˃ “Social communications” » Designed to support workflows ˃ Integrate asynchronous communications (email, blogs, wiki, activity feeds) ˃ With synchronous communications ( presence, voice, video, web collaboration) and ˃ Shared workspaces/content stores ˃ Regardless of device, location or time 72 » Organize the collaboration » Organize the collective learning » Access to the collective learning by others ….. » Content Management Systems 73 » ECM is an umbrella term representing a vision and a framework for integrating a broad range of content management technologies, encompassing document management, records management, and web content management. » In a KM context, content management is a way to organize and control information artifacts that contain valuable intellectual capital that can be written down, made explicit or otherwise captured in text and pictures. » Need to focus on non-technology issues ˃ Policies, taxonomies, change management, governance » E-discovery is an emerging need » Video will become common content type » Mobile content delivery is big 76 What's the problem we are trying to solve? ➢ any technology that facilitates social interactions and is enabled by a communications capability 77 78 http://www.marketingcharts.com/interactive/top-10-social-networking-websites-forums-february-2010-12248/ » Do not dismiss social software as a fad or a general productivity plague. ˃ Instead, prepare a strategy and have a realistic understanding of the risks and benefits of social software. » Understand the unique challenges associated with social software and factor them into the decision on when and how to proceed with initiatives. 79 Hypatia Res. 2011 Social Networking Conversations Micro-Blogs Content Wikis Connections Blogs Collaboration Project workspaces 81 ACTIONS PROFILE MESSAGES CONTACTS REQUEST INSTANT MESSAGE PARTICIPATION BAR COMMUNITY What's the problem we are trying to solve? 84 Strategic Networks promote integration among the departments of a company. This integration is based on five layers: The 5Cs Communication Blogs Forums Micro-blogs / Lifestreaming Chat/IM VOIP Content Content Sharing Content Management Tagging / Rating Social – Bookmarking Syndication Connections Collaboration User Profiles Social Graphs Friends/Contacts People Matching Wikis Workspaces Project / Process Support Innovation / Idea Generation Calendars & Events Community 85 86 87 So we build it – will they come? 88 » This is change management, pure and simple “Technology change projects succeed if and only if two conditions are met: there is a clear problem to solve; and the cost of the project is less than the perceived cost of changing from the status quo.” – pip coburn 89 90 NY Times, 2/10/2008 91 Roger,s 1963 92 » Technology Acceptance Model ˃ Predicts short-term use after first exposure ˃ Not explanatory ˃ Not a general model of change ˃ Can’t explain abandonment Ease of Use System Use Usefulness 93 94 Karahanna, Straub, Chervany, 1999 Perceived Frequency of Value The Value-Frequency Model * Perceived Net Value + Willingness to Change * Economic Political Social Cognitive Certainty About Perceptions Perceived Value of Transition Affective Physical 95 Briggs, 2006 96 » effective communication is central to the transformation process. » Remember: someone is getting something out of the current state of affairs (if they weren’t, it would change) 97 98 » » » » Top Down Transition Bottom Up Transition Key Opinion Leader Transition Self Selected Elite Transition 99 » Where does it put pressure? » What can be done? 100 » Any comments on the readings? 101 » Reflection Essay will be released on D2L on Thursday October 31 and will be due in one week (Thursday November 13, 9 pm). » The final exam will be released to D2L ONLY after Reflection Essay is turned in and at the end of Module 10. (November 14, 9pm) It is due November 21, 9:00 pm. » Check D2L for exact dates and times. » Do NOT miss these deadlines (you cannot email it to me) 102 http://www.plinko.net/nevermore.htm 103 This research note is restricted to the personal use of gartner-lib@depaul.edu G00230025 Big Data Challenges for the IT Infrastructure Team Published: 10 February 2012 Analyst(s): Sheila Childs, Merv Adrian Big data use cases have the power to radically transform how organizations use information. Today, most of the emphasis on big data is focused on either (1) managing large volumes of information; or (2) implementing imagination capturing scenarios for data analytics. IT needs to have a solid understanding of what is meant by big data in order to plan for supporting infrastructures. Impacts ■ IT needs to understand that big data is not simply big volume, and that big data projects may fail if they don't pay attention to variety, velocity and complexity, as well as volume. ■ IT should expect significant infrastructure re-engineering and budget changes as priorities shift to big data processing and analysis. ■ IT should understand that, while some well-known organizations tout their big data successes, outside of these edge cases, most big data projects in 2012 will be best-described as exploratory. ■ CIOs and hiring managers must ensure that the budget and training are in place to satisfy the demand for experienced IT personnel. Without skilled people, big data projects will churn data, but will lack intelligence. Recommendations ■ IT should join with the business to aggressively embrace the concept of big data as providing the potential to deliver new revenue and/or competitive differentiation. ■ Realize that big data is not about doing more of the same thing; it's about utilizing high volumes of complex data for rapid analysis. ■ Develop enterprise information management strategies, including hardware, software, services and policies for capturing, storing and analyzing big data. This research note is restricted to the personal use of gartner-lib@depaul.edu This research note is restricted to the personal use of gartner-lib@depaul.edu ■ When getting started, be sure to scope big data projects definitively and to require that consultant proposals meet functional specifications and price. Analysis IT is experiencing confusing times with respect to understanding and managing data growth. On the one hand, data is growing at an out-of-control pace, storage infrastructure costs continue to be an IT pain point and data management is becoming more complex. On the other hand, businesses are clamoring for more information. New content types, data management systems and analytics are enabling the business to derive more value from information than ever before. These diametrically opposed driving forces are coming together as big data. The problem of determining which information is useful and how long it is useful increases stress on current systems. Keeping everything in a giant information landfill is a hoarder principle. However, in this case, hoarding is a result of the awareness that information has value, and that when business strategies and tactics change, so does the value of the information; thus, you "never know what you might need." The IT organization needs to be equipped to supply the right infrastructures that can respond to dynamic business requirements for big data, and it needs to start by understanding some of these dynamics. Figure 1 shows four areas for IT focus as big data projects begin to make their way into supported data center infrastructures. The analysis below discusses each impact in more detail, so that IT can be prepared for these projects starting in 2012. Page 2 of 10 Gartner, Inc. | G00230025 This research note is restricted to the personal use of gartner-lib@depaul.edu This research note is restricted to the personal use of gartner-lib@depaul.edu Figure 1. Impacts and Top Recommendations for Preparing to Support Big Data Projects Within IT Impacts Top Recommendations IT needs to understand that big data is not simply big volume, and that big data projects may fail if they don't pay attention to variety, velocity and complexity, as well as volume. • IT needs to understand that, while volume is a IT should expect significant infrastructure re-engineering and budget changes as priorities shift to big data processing and analysis. critical ...
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