| Application service provider (ASP) | provides an outsourcing service for business software applications.
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| Back office system | used to fulfill and support customer orders.
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| Backup | the process of making a copy of the information stored on a computer.
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| Benchmark | a set of conditions used to measure how well a product or system functions.
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| Business process reengineering (BPR) | the reinventing of processes within a business.
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| Capacity planning | determines the future IT infrastructure requirements for new equipment and additional network capacity.
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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.
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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 the disaster.
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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.
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| Collocation | a vendor that rents space and telecommunications equipment to other companies.
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| Computer-aided software engineering (CASE) | software suites that automate system development.
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| Customer relationship management (CRM) system | uses information about customers to gain insights into their needs, wants, and behaviors in order to serve them better.
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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.
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| Data cleansing | ensures all information is accurate.
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| Decision processing enterprise information portal | provides knowledge workers with corporate information for making key business decisions.
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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.
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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.
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| Document management system | manages a document through its life cycle.
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| Electronic catalog | designed to present products to customers or partners all over the world via the Web.
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| Enterprise application integration (EAI) | the process of developing an IT infrastructure that enables employees to quickly implement new or changing business processes.
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| Enterprise application integration middleware (EAI middleware) | allows organizations to develop different levels of integration from the information level to the business-process level.
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| Enterprise information portal (EIP) | allows knowledge workers to access company information via a Web interface.
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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.
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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.
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| Extranet | an intranet that is restricted to an organization and certain outsiders, such as customers and suppliers.
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| Front office system | the primary interface to customers and sales channels.
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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.
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| Hot site | a separate and fully equipped facility where the company can move immediately after the disaster and resume business.
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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.
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| Internet service provider (ISP) | a company that provides individuals, organizations, and businesses access to the Internet.
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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).
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| IT infrastructure | the hardware, software, and telecommunications equipment, that when combined, provides the underlying foundation to support the organization's goals.
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| Legacy system | a previously built system using older technologies such as mainframe computers and programming languages such as COBOL.
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| Messaging-based workflow system | sends work assignments through an e-mail system.
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| Performance | measures how quickly an IT system performs a certain process.
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| Recovery | the process of reinstalling the backup information in the event the information was lost.
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| Sales force automation (SFA) system | automatically tracks all of the steps in the sales process.
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| Scalability | refers to how well your system can adapt to increased demands.
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| Server farm | a location that stores a group of servers in a single place.
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| Service Level Agreement (SLA) | defines the specific responsibilities of the service provider and sets the customer expectations.
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| Supply chain management (SCM) system | tracks inventory and information among business processes and across companies.
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| Thin client | a workstation with a small amount of processing power and costs less than a full-powered workstation.
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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.
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| Workflow | defines all of the steps or business rules, from beginning to end, required for a process to run correctly.
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| Workflow system | automates business processes.
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