(See related pages)
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| 2-tier architecture | A basic client/server computing infrastructure with two tiers – the client and the server. (See page(s) 164) |
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| 3-tier architecture | Contains clients, application servers, and data servers. (See page(s) 164) |
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| Application service provider (ASP) | Provides an outsourcing service for businesses software applications. (See page(s) 180) |
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| Back office system | Used to fulfill and support customer orders. (See page(s) 176) |
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| Backup | The process of making a copy of the information stored on a computer. (See page(s) 165) |
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| Benchmark | A set of conditions used to measure how well a product or system functions. (See page(s) 169) |
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| Business process reengineering (BPR) | The reinventing of processes within a business. (See page(s) 185) |
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| Capacity planning | Determines the future IT infrastructure requirements for new equipment and additional network capacity. (See page(s) 169) |
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| Client/server network | A network in which one or more computers are servers and provide services to the other computers which are called clients. (See page(s) 162) |
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| Cold site | A separate facility that does not have any computer equipment, but is a place where the knowledge workers can move after a disaster. (See page(s) 165) |
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| Collaborative processing enterprise information portal | Provides knowledge workers with access to workgroup information such as e-mails, reports, meeting minutes, and memos. (See page(s) 174) |
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| Collaborative software | Allows people to work together. (See page(s) 172) |
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| Collocation | What happens when a vendor rents out space and telecommunication equipment to other companies. (See page(s) 181) |
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| Computer-aided software engineering (CASE) tools | Tools are software suites that automate system development. (See page(s) 184) |
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| Customer relationship management system (CRM) | Uses information about customers to gain insights into their needs, wants, and behaviours in order to serve them better. (See page(s) 176) |
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| Data cleansing | Ensures all information is accurate. (See page(s) 168) |
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| Database-based workflow system | Stores the document in a central location and automatically asks the knowledge workers to access the document when it’s their turn to edit the document. (See page(s) 175) |
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| Decision-processing enterprise information portal | Provides knowledge workers with corporate information for making key business decisions. (See page(s) 174) |
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| Digital dashboard | Displays key information gathered from several sources on a computer screen in a format tailored to the needs and wants of an individual knowledge worker. (See page(s) 166) |
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| Disaster recovery cost curve | Charts (1) the cost to your organization of the unavailability of information and technology and (2) the cost to your organization of recovering from a disaster over time. (See page(s) 165) |
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| Disaster recovery plan | A detailed process for recovering information or an IT system in the event of a catastrophic disaster such as a fire or flood. (See page(s) 165) |
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| Documentation management system | Manages a document through its life cycle. (See page(s) 173) |
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| Electronic catalogue | Designed to present products to customers or partners all over the world via the Web. (See page(s) 177) |
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| Enterprise application integration (EAI) | The process of developing an infrastructure that enables employees to quickly implement new or changing business processes. (See page(s) 171) |
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| Enterprise application integration middleware (EAI middleware) | Allows organizations to develop different levels of integration from the data level to the business-process level. (See page(s) 172) |
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| Enterprise information portal (EIP) | Allows knowledge workers to access company information via a Web interface. (See page(s) 173) |
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| Enterprise resource planning (ERP) | The method of getting and keeping an overview of every part of the business (a bird’s-eye view, so to speak), so that production, development, selling, and servicing of goods and services will all be coordinated to contribute to the company’s goals and objectives. (See page(s) 182) |
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| Enterprise software | A suite of software that includes (1) a set of common business applications, (2) tools for modeling how the entire organization works, and (3) development tools for building applications unique to your organization. (See page(s) 183) |
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| Extranet | An intranet that is restricted to an organization and certain outsiders, such as customers and suppliers. (See page(s) 166) |
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| Front office system | The primary interface to customers and sales channels. (See page(s) 176) |
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| Global reach | The ability to extend a company’s reach to customers anywhere there is an Internet connection, and at a much lower cost. (See page(s) 163) |
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| Hot site | A separate and fully equipped facility where the company can move immediately after a disaster and resume business. (See page(s) 165) |
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| Integration | Allows separate systems to communicate directly with each other by automatically exporting data files from one system and importing them into another system. (See page(s) 170) |
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| Internet service provider (ISP) | A company that provides individuals, organizations, and businesses access to the Internet. (See page(s) 180) |
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| Intranet | An internal organizational Internet that is guarded against outside access by a special security feature called a firewall (which can be software, hardware, or a combination of the two). (See page(s) 166) |
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| IT infrastructure | Includes the hardware, software, and telecommunication equipment that when combined, provides the underlying foundation to support the organization’s goals. (See page(s) 160) |
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| Legacy system | A previously built system using older technologies such as mainframe computers and programming languages such as COBOL. (See page(s) 184) |
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| Messaging-based workflow system | Sends work assignments through an e-mail system. (See page(s) 175) |
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| Performance | Measures how quickly an IT system performs a certain process. (See page(s) 169) |
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| Recovery | The process of reinstalling the backup information in the event the information was lost. (See page(s) 165) |
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| Sales force automation system (SFA) | Automatically tracks all of the steps in the sales process. (See page(s) 176) |
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| Scalability | The ability of an information system to adapt to increased demands on its resources. (See page(s) 168) |
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| Server farm (server cluster) | A location that stores a group of services in a single place. (See page(s) 182) |
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| Service level agreement (SLA) | Defines the specific responsibilities of the service provider and sets the customer expectations. (See page(s) 180) |
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| Supply chain management (SCM) system | Tracks inventory and information among business processes and across companies. (See page(s) 178) |
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| Thin client | A workstation with a small amount of processing power and costs less than a full-powered workstation. (See page(s) 162) |
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| Web farm | Either a Web site that has multiple servers, or an ISP that provides Web site outsourcing services using multiple servers. (See page(s) 182) |
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| Workflow | Defines all of the steps or business rules, from beginning to end, required for a process to run correctly. (See page(s) 174) |
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| Workflow system | Automates business processes. (See page(s) 174) |