page 1 02/12/00 strategic requirements approach john tullis depaul instructor...
Post on 20-Dec-2015
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page 2
e-business
Using Internet technologies to connect critical business systems to
key constituencies(customers, suppliers, distributors)
Web
IT Data/applications Core business processes Reliability, security and availability
Universal access Standards
E-business defined
page 3
Determining where the organization is and needs to be helps to develop a roadmap to get there.
page 4
The IT project lifecycle as it relates to e-business, infrastructure, or technology can be mapped out as follows: Determining where you are in the lifecycle, and what steps need to be taken helps ensure that emphasis is placed on exploiting technology as the servant of the requirements of the organization and business.
page 5
The goal of todays e-business Technology/Infrastructure assessment is to help determine gaps, tactical and strategic directions.
- Where am I- How did I get here- What are my strengths- What are my weaknesses- What technology am I using- How do I support the current infrastructure- What is my organizational structure- Where am I going- How am I meeting business objectives
- Why should I change- Where am I going- How do I get there- How do I use my strengths- How do I reduce my weaknesses- What technology do I use- How does my support change- How does my organizational structure change- Linkage to corporate objectives
- W hat do I do- How do I do it- When do I do it- Who does it- What are the risks- In what order do I change- Do I have the necessary skills- Operational readiness
ASSESSMENT
IMPLEMENTATION
STRATEGIC PLANNING
e-business Strategy is a Living, Evolving Process that must be continually reviewed and evaluated.
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In building an e-business, emphasis is usually placed on technology. However, if the focus is supporting the requirements of the business then the emphasis shifts to exploiting technology to support the business infrastructure.
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General discussion information for building a technology infrastructure to support e-business.
What Web enabled applications are in place today? Internal Internet Usage/applications
–Mail/POP3–FTP–Gopher services–Telnet–WWW Browsing–Other
External Internet applications–Web advertising/communication page–Linkage to back end systems such as registration, libraries, financial aid
–Advertising links on service providers such as YahooIntranet
–Student applications–Administrative applications–Educational applications
Extranet, e-business, e-commerce–"Organization" to vendors–e-business/e-commerce
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General discussion information continued...
What are the usage volumes and usage patterns of the applications discussed?
How critical is their availability and performance to the "Organization" today?
What significant technical/infrastructure issues exist today with these appications?
What is the general student perception of these applications? What is the "Organization"/Administrations perception of these
applications? What is the current budget and financial support for Web applications? What are the desired Web applications that will be built in the next six to
twelve months? What is the desired Web application and usage vision long term?
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NetscapeWebserver
Web Application Server
ApacheWebserver
GOWebserver
WebSphere Application Server/WebLogic
NT/Win 95
S/390, AS/400
AIX, Solaris, ...
DominoWebserver
MicrosoftWebserver
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ClientsThin client modelServer managed
Web-enabled Application Servers
Mail, collaboration, data, transactions
ContentWeb Management Server Java client management
Network InfrastructureStandards-based Internet
technologies & protocols
Web Application Servers
Business logicData services
ConnectorsAccess to existing data
and applications
Application Programming ModelCommon Java basedWrite once, run anywhere
External Services
Design TargetWeb centered, multi-tier
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External ServicesApplications and Data
Connectors
JavaServletBeansEnterpriseBeans
Standard App ProtocolsSMTP, POP/IMAPNNTP, IRC, ...
ClientsWeb, mail, news, business, ...Universal access ... PCs --> Tier 0
Standard InfrastructureTCP/IP, SSL, X.509v3URL, LDAPHTTP/HTML, IIOPBorder Services
Web-enabled Application ServersMail, Collaboration, Data, Transactions
JavaAppletBeans
Web Appl Servers
Content
page 12
Technology environment - Server Can you describe and review the software technologies currently
being used to support e-business? Discussion to focus on current and future technologies.
Operating System - Windows NT, Windows 2000, Linux, AIX, Solaris, HP-UXe-business server - Apache, MS IIS, Domino, WebSphere Commerce, ATG
Dynamo, Broadvision, Blue MartiniContent, Web, Commerce, Database Serverse-business layered products - Windows/Performance add ons - Netscape
analyze, IIS State-business database - Oracle/DB2 UDBe-business communications/interfaces - MQSeries, CORBA ORBDNS/DHCP
Can you describe and review the server hardware technology currently in place to support e-business? Discuss curent and future needs and requirements.
Unix vs Intel based - Configurations and PerformanceServer vs Workstation basedDescribe fault tolerance and redundancy of hardwareDescribe test hardware in placeBackup and Recovery technologies
page 13
Technology environment - Networks
Can you describe the following Network technologies used to support e-business servers and connectivity. Focus on present issues and future design plans? Focus on capacity, performance, redundancy, diversity, recoverability.
Switches, Routers, Hubs in CoreCampus connectivity and Network topology from core to edgeSwitches, Routers, Hubs in edge/wiring closetsWiring topologyServer Connectivity to InternetFirewall/SecurityWan connectivity to remote sites and offices - frame relay, pt to pt circuits,
fractional T'sDial Up connectivityReview Protocols & StandardsAvailability & Service LevelsTraffic Dynamics
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Technology environments - Client/ Workstation
Can you describe and discuss the current workstation/user environment? Review current issues and future designs.
Hardware - What is the typical user device?Printer/Print ServerNetwork connectivity - Performance and Network link such at 10BT or 100BTOperating System - Win NT, 95Office Automation Software - MS SuiteApplication software internal to "Organization"Menuing software to help user navigate sitesLayered Software on clientBrowser Software on clientNetwork computer and Web application enablement
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The Systems Management Life Cycle approach facilitates selecting a strategic technology solution, designing and deploying the technology and infrastructure.
Ph
as
e 1
Se
lec
t S
tra
teg
ic
So
luti
on
Operation
Delivery Management
Alternate Sourcing
Assessment
Strategy
Solution Selection
High Level Design
Detailed Design
Development
Deployment
To
ols
Pro
cess
Peo
ple
Ph
as
e 2
- D
esi
gn
an
d
De
plo
y S
olu
tio
n
Ph
as
e 3
De
liv
er
Se
rvic
es
page 16
Multiple approaches can be taken during Phase 2. The most appropriate solution path(s) are selected during Solution Selection.
Assessment
Strategy
Solution Selection
Potential Execution Paths
ToolDrivenDesign
ServiceDelivery
InfrastructureDesign
ProcessSpecific
PointSolution
AlternateSourcing
Operation
Delivery Management
Sel
ect
Str
ateg
icS
olu
tio
n
Ph
ase
1
Des
ign
&D
eplo
yS
olu
tio
n
Ph
ase
2
Del
iver
Ser
vice
Ph
ase
3
page 17
A process model provides the foundation for performing an assessment of processes.
IBM Corporation. 1995 All rights reserved.
Understand Solution Requirements
Design Solutions Construct and Integrate
Solutions Test Solutions Gain Customer Acceptance
and Certification
Understand Customer Requirements
Market IT Offerings Administer Service Levels Provide IT Operational Support
to Customers Manage Customer Satisfaction
Establish IT Management System Framework
Plan IT Management System
Evaluate IT Management System
Define Change Management Practices
Plan Deployment Administer Change Implement Change
Enable Service Delivery Requirements
Match Resources to Commitments
Perform Services Sustain Service
Delivery Capability
Establish IT Value Conduct Research Develop IT Strategy Justify Offerings &
Infrastructure Portfolio Define IT Architecture Develop/Track IT Plan
Manage IT Finance Procure Services and
Components Price Offerings & Administer
Customer Contracts Manage IT Inventory and Assets Manage Security Manage Human Resources Manage Skills Portfolio
Maintain Configuration Information
Manage Availability Manage Facilities Supporting
IT Manage Backup and
Recovery Manage IT Continuity Manage Performance and
Capacity Manage Problems Manage Events
SatisfyCustomerRelation-
ships
Manage IT
BusinessValue
Support ITServices andSolutions
Deliv
er
Operat
ional
Servi
ces
Manage IT
Assets and
Infrastructure
Provi
de
Enterp
rise
IT
Man
agem
ent
Syste
m
Realize
Solutions
Deploy Solutions
page 18
How are the following Processes are performed, maintained, and managed for e-business?
Change Management and application staging process Problem Managment and recovery process Backup and recovery of e-business systems What Operational processes are in place and how does
Operations interact with e-business systems? IT Disaster Recovery process - How is Disaster Recovery
established for e-business systems? Business Recovery process - What process is in place for the
business to recover from e-business application problems? Availability Management process - How do you monitor availability
today, and what process is in place to recover from availabilty or performance problems for e-business?
Call Management and Help Desk process - Can you describe the process for supporting and training end users and establishing/monitoring users, user policies, and service levels?
page 19
How are the following Processes are performed, maintained, and managed for e-business?
User Training process - How are users trained to use e-business sytems, and what tools and technologies are available to them for this process?
Service level process - How and what service levels are established, monitored, and reported?
Capacity Planning process - How are e-business systems planned from a capacity and growth perspective?
Performance Management process - How is performance monitored, and what is done when there are performance problems?
Event Monitoring and Correlation process - What is the process to manage console events and how are they correlated downstream to network, client, server, and e-business systems?
page 20
How are the following Processes are performed, maintained, and managed for e-business?
IT Asset management process - How are e-business assets managed and what is the process for keeping them current and licensed?
Security management process - What is the process for applying and managing e-business security, and how would respond to an e-business security threat?
Financial/Budgetary process and cost of ownership - What is the process for budgeting e-business expenditures, tracking them, and determining that they are producing relating to their budgeted expenditures?
page 21
Building Successful e-business Applications
Server-centric Standards-based Quick to deploy, easy to use Leverage core systems Scalable Manageable & Secure
SAP on AIX
Windows95
DB2,Oracle
NetscapeIE
CICS/390DB2 on S/390
WebSphereCommerceNetscape
Sun Solaris
The Application Model You
Choose Matters
Baan on HP/UX
page 22
BrowsersNotes Clients
Existing Clients
WebApplicationServer
Billing
CustomerInformation
Inventory
Logistics
HumanResources
Add new browser interface to existing systems little or no change required to existing applications Enables support for new classes of users
Leverage Existing Assets
The Fast Path to e-business
page 23
Web Application Topology
HTML Client
AppClient
AppClient
Pro
toco
l F
irew
all
Do
mai
n F
irew
all
ApplicationServer
----Business
Logic
ExistingAppsandData
Critical & Non-criticalData
Non-criticalData
Directory & Security Services
Co
nn
ecto
rs
Inte
rnet
Dis
pat
cher
Web
Server----
UI Logic
page 24
Network Services
Internet
Extranet
Remote Workers,Suppliers, Business Partners
Customers
Network Border ServicesTraffic dispatcher
Load BalancingScalable serversHigh Availability Options
Proxy Servers (HTTP, FTP, Socks, mail etc.)
Content filteringAuthentication and access controlCaching
Firewalls - Packet filteringUnknown address rejectionAddress "hiding" -- NAT
VPN - Encryption over public network
Corporate IP Network (Intranet)
Security Services
Directory Server
Network Directory ServerLDAP support Integrated in OS and solutionsExploitation by applications and middlewareRobust directory management & adminIndustry standard schema/data modelsScalable/High Performance
Network Security ServicesToolkits -- SSL, KeyWorksGlobal Sign OnCertificate Authority
page 25
Shared Resources
Session state
Replicated Files(AFS/DFS)
Databases
Directory
Externalservices
Firewall
Scaling - Load Balancing
Network Dispatcher
to s
erve
r a
A workload
B workload to server b
C workload to server c
B
C
A
page 26
Tools - Application Development, Monitoring, and Management
Describe and review the application monitoring and management requirements today, the tools that are in place, and what is required in the future.
Review the application development approach & toolset.Discuss programming tools.How is code designed and reused and are their tools to assist?What database build and design tools are in place?What database management, monitoring, and recovery tools are in place?Describe disk space management tools.What application capacity management?What application performance management tools are in place?What application security tools are in place?What load balancing tools are in place or being considered?
page 27
Tools - Server and Client software and tool sets for Management and Monitoring
Review the tool sets used to support the server and client environment
Server software and tools sets–Server software release level tracking–Software/Hardware Performance Monitoring–Software/Hardware Capacity planning–Software/Hardware Testing–Server/Client software distribution–Server Management and Systems Management–Help Desk/Problem Tracking
Client software tools–Software Distribution–Security–Remote Control–Hardware/Software monitoring–Asset Management–Scripting–Single Signon
page 28
Tools - Network Management and Monitoring
Describe Network Software and management of the Network. Review present and future design issues focusing on management, recovery, operational monitoring.
Network managementEvent management tools, correlation, and thresholdsUse of SMNP and MIB's on e-business devices - how are they set up and
deployedSniffer and troubleshootingIP address managementDNS/DHCP ManagementNetwork performance and capacity toolsNetwork testing and load testing
page 29
Change Stimulates AnxietyA key notion in change management is the 'container', that is, social and organizational arrangements that help people limit their sense of risk - so that the work they must accomplish is manageable.
In the absence of good containers people will feel too anxious to work effectively.
Center for Applied Research
Organizational Change Management is key for significant IT 'change' - an executable plan is needed that helps contain risk and organizational anxiety.
Org Design & Change Mgmt
page 30
Organizational Change Management can require significant time and will require ongoing executive commitment.
Org Design & Change Mgmt
Why is Change Management Important?Change Takes Time?
Behavior
Bel
iefs
and
Ass
umpt
ions
Values
Culture
3-5 Years Many Years
Key Influences· Leadership· Two-way communication· Small success stories· Progress reports· Involvement· Understanding of “WIIFM”· (“What’s -in-it-for-me”)
How:· Leadership· Experience· Trust· Significant
Change· Succesful
Communications· Change
Management
How:
·Skills developmentWork tools
· Recognition and Rewards· Coaching/mentoring· Compensation· Measurements· Procedures· Cross-functional Teams· Performance Plans· Etc.
High
Low
Employees Will Change?
Time
“Uniformed Optimism”
CurrentState
FutureState
Em
ploy
ee In
tere
st a
ndM
otiv
atio
n
“Realization of Effort and Complexity”
“Informed Pessimism”
Light at the end of the tunnel?
5-6 Months
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21% / 1.7 hrs
60% / 4.8 hrs
19% / 1.5 hrs
23% / 1.9 hrs
40% / 3.2 hrs
21% / 1.7 hrs
15% / 1.2 hrs
Personal
Social and Gossip(loss of 1.7 hours)
Retraining
Productive Work(loss of 1.7 hours)
Work and Productivity Impact During Significant Change
“Changing highly interdependent settings is extremely difficult because, ultimately you have to change nearly everything. Because of all the interconnections, you can rarely move just one element by itself. You have to move dozens or hundreds or thousands of elements, which is difficult and time consuming and can rarely - if ever be accomplished by just a few people”
John P. Kotter, Harvard "Organization"
42% LostProductivity
An effective change management action plan addresses the dramatic drop in productivity generally associated with transformation
Org Design & Change Mgmt
page 32
Organizational - Goals and Level of Sophistication
What level of e-business sophistication does the organization have today?
What level of e-businss sophistication does the organization want for the future?
What level of financial support is there to support this level? What level of Executive support is there to support this level? What level of IT management support What level and quantity of staff is there to support this level? How hard is it to get and retain IT staff to support the
infrastructure and technology environment? How much infrastructure and technology needs to be built
internally or can be provided by an external service provider? How much does currently source and perform internally, and
what are the feelings about outsourcing or out-tasking?
page 33
Organizational - Budgetary and Financial
What is the current budget to support Web initiatives?Capital Budget for this year and next three years?Operating Budget for this year and next three years?
What should be the budget to support desired initiatives?CapitalOperating
Can some of the development be financed or amortized over the life of the project?
How is cost of investment measured? How does the "Organization" know it is optimizing expenditures? How is cost of ownership measured? How do individual departments help budget and fund e-business
initatives?
page 34
People - Skills, Availability, and Focus
What resources are available to perform the following functions and e-business setup?
Hardware installationServer Installation - Content, Web, Commerce, Database ServersFirewall & SecurityNetwork and Network HardwareClient software design and implementationSoftware installation and customization Operating systemsControl programs, Communications subsystems & MiddlewareTesting and Quality AssuranceData Migration Plan and data conversion
Identify all the resources required for on-going support & what the requirements will be for e-business?
Helpdesk,Level 2/3 technical supportHardware maintenanceOperationsServers & Systems ManagementDatabase administration & SecurityProcesses Management