IT Management in a Digital World PDF

CHAPTER 1: MANAGING IT IN A DIGITAL WORLD The utilization of information technology (IT) has become pervasive. Businesses not only have information systems (IS) that connect frontline employees with back-office accounting and production systems but also compete with dot-com (Internet only)...

CHAPTER 1: MANAGING IT IN A DIGITAL WORLD The utilization of information technology (IT) has become pervasive. Businesses not only have information systems (IS) that connect frontline employees with back-office accounting and production systems but also compete with dot-com (Internet only) companies via Web-based stores and online customer service channels. Travelers can access high-speed wireless networks from public transportation, airports, and even in- flight airplanes to keep them productive. Today’s consumers also live in what has been called an increasingly “flat world” in which IT linkages across emerging, developing, and developed economies help to “level” the economic playing field (Friedman, 2005). Citizens across the globe may have access to world news online. Geographical positioning systems not only help travelers find the best route to their destination but can also facilitate the identification of a nearby retail store or restaurant. The primary objective of this textbook is to increase your knowledge about IT management so that as a manager you can effectively invest in and utilize new and already in-place information technologies. In the following chapters we will describe Technologies available today and emerging technology trends, Software applications to support business operations and business intelligence, “best practices” for acquiring and implementing new systems, and Planning and managing an IS department’s resources. We use the term information technology (IT) as computer technology (hardware and software) for processing and storing information, as well as communications technology (voice and data networks) for transmitting information. We use the term information systems (IS) department to refer to the organizational unit or department that has the primary responsibility for managing IT. RECENT INFORMATION TECHNOLOGY TRENDS In Part I of this textbook, we will discuss in detail the key concepts underlying today’s computer systems (hardware and software) and network technologies. For now, let us briefly consider some of the technology developments that have already led to pervasive computing in the first decades of this twenty-first century. COMPUTER HARDWARE: FASTER, CHEAPER, MOBILE Computer-on-a-chip (microcomputer) technology was available as early as the 1970s, and the introduction of the first IBM Personal Computer (PC) in 1981 was the beginning of desktop computing. Today, desktop and portable computers produced by manufacturers around the world have become commodity products with processing power that is equivalent to an organization’s entire computing center of the 1960s. The typical computer for individuals to use today has graphical icons, point-and-click and/or touch screen navigation, and preloaded software to access the Internet—all at a cheaper price than what the same features would have cost 12 months earlier, with better computer virus-protection. COMPUTER SOFTWARE: INTERGRATED, DOWNLOADABLE, SOCIAL By the early 1990s, Microsoft Corporation’s Windows software had become the standard operating system for the vast majority of microcomputers being used as desktop and portable computer “clients.” By the end of the 1990s, Microsoft’s Office suite (i.e., word processing, spreadsheet, database, slideshow presentation, and e-mail software sold in a single bundle) as well as its Web browser (Internet Explorer) had become the de facto software in use in U.S. organizations and multinational companies.  Today, many large companies and now midsized and smaller organizations have also made capital investments in enterprise systems: software packages with integrated modules that can easily share data across dispersed work teams, business divisions, and national boundaries in “real time.” Enterprise systems have now been widely adopted by manufacturing and service firms of all types and sizes in the United States and around the globe At IBM, for example, social networking tools are being used to bridge newer and more senior employees across the globe (see the box “Social Networking within IBM”). SOCIAL NETWORKNG WITHIN IBM Beehive is IBM’s intranet equivalent to Facebook. Within the first 15 months of its launch, more than 50,000 IBMers had joined and were sharing both work-related and personal information. ThinkPlace is a virtual forum for employees to suggest, comment on, rate, and route ideas. Within its first 3 years, more than 18,000 ideas had been suggested; of the 350 ideas actually implemented, over half had resulted in time savings improvements. SmallBlue identifies social networks within IBM by analyzing e-mail and electronic chats between employees who opt to participate. Employees can see visual displays of who knows what and who knows whom within the knowledge communities that they are a part of. COMPUTER NETWORKS: HIGH BANDWIDTH, WIRELESS, AND CLOUDY The introduction of a Web browser in the mid-1990s that used an Internet communications standard to link companies and individuals to the Internet has been described as a “killer application” due to its widespread global impact. Investments in wireless connectivity to better support mobile workers inside an organization’s walls have also recently increased. Another growing trend has been the usage of the Internet to obtain remote “hosting” or other IT capabilities from “the cloud”. NEW WAYS TO COMPETE: Computers and communication networks enable companies to compete in two primary ways: Low Cost—competing with other businesses by being a low-cost producer of a good or a service Differentiation—competing with other businesses by offering products or services that customers prefer due to a superiority in characteristics such as product innovativeness or image, product quality, or customer service NEW WAYS TO WORK: Recent IT innovations in computer hardware, software, and networks have also enabled people to work more productively as employees in an office—as well as working as telecommuters at a site far from a home office, as members of “virtual” teams, or even as “free agents” contracted by organizations for a short-term period. Telecommuters - someone who works at home and communicates with his or her office by phone, email, or internet Virtual team - Virtual teams are groups of colleagues who collaborate remotely Free agents - a person who is able to act freely without being controlled by someone else MANAGING IT IN ORGANIZATIONS The Information Systems Department is the organizational unit or department that has the primary responsibility for managing IT. MANAGING IT RESOURCES Today’s increased dependence on IT by businesses in many different industries also requires IT leaders who know how to effectively plan for and manage the organization’s IT resources, as well as IT-savvy business leaders who can envision strategic IT utilization. TECHNOLOGY INFRASTRUCTURE - Computer, software, and networks that enable an organization to conduct business and share information across organizational units as well as business partners MANAGING IT IN A DIGITAL WORLD IT is not used only by back-office workers, but also front-line workers. More and more employees are reliant upon IT for accomplishing their work activities. Business Managers, not just IT managers are responsible for IT investments and effective system utilization. By the Year 2000, the total annual cost of IT purchase was more than half of the annual capital expenditures of businesses in developed countries. IT is linking emerging, developing and developed economies, which can help “level” the economic playing field. HUMAN RESOURCE: Managing the people resources for any business function requires attention to recruiting, developing, and retaining the best talent available. Today there is a high demand not just for IT personnel with specialized Technology skills but also for personnel who have both technology skills coupled with business knowledge and interpersonal skills. Business analyst and systems analyst roles require personnel who can understand the IT needs BUSINESS/ IT RELATIONSHIPS: The importance of this type of IT resource was first brought to light in the mid-1990s as packaged software systems and the Internet were catalysts for an increase in new IT investments (Ross et al.,1996). Achieving business value from IT investments requires aligned goals for strong working partnerships between business managers and IT managers. IT LEADERSHIP ROLES: Many organizations today have created an officer-level position for the senior IT executive in the organization.  CHAPTER 2: COMPUTER SYSTEM INTRODUCTION This chapter begins with a consideration of computer hardware, as distinct from computer software. Hardware is any element of a computer that's physical. This includes things like monitors, keyboards, and the insides of devices, like microchips and hard drives. On the other hand, Software is anything that tells hardware what to do and how to do it, including computer programs and apps on your phone. Video games, photo editors, and web browsers are just a few examples. COMPUTER SYSTEM A computer system is a programmable electronic device that can accept input, store data and retrieve, process and output information. BASIC COMPONENTS A. Underlying Structure INPUT/OUTPUT – the exchange of information between a computer or other information processing system and the outside world, which could include people or other information processing systems. o A terminal is a simpler device than a PC; it is designed strictly for input/output and does not incorporate a processor (CPU), or at least not a general-purpose processor. COMPUTER MEMOR – the electronic holding place for the instructions and data a computer needs to reach quickly. ▪ BITS AND CODING SCHEMES – The bits are grouped in a fixed size, such as 8 bits, 6 bits or 4 bits. A code is made by combining bits of definite size. Binary Coding schemes represent the data such as alphabets, digits 0−9, and symbols in a standard code. A combination of bits represents a unique symbol in the data. o A byte is a sequence of eight bits that are treated as a single unit. 8 bits makes a byte. In other words, the byte values indicate what character is associated with that byte. o Coding Schemes refer to standards which computers use to convert and represent data in its language, such as Binary digits.  Diagram of a Computer Memory The diagram represents your set. The number on the upper left corner is the address while the memory cell holds the characters like MAY 2012, 700.00, etc. ARITHMETIC/LOGICAL UNIT – An arithmetic-logic unit is the part of a central processing unit that carries out arithmetic and logic operations on the operands in computer instruction words. In some processors, the ALU is divided into two units: an arithmetic unit (AU) and a logic unit (LU). Some processors contain more than one AU -- for example, one for fixed-point operations and another for floating-point operations. COMPUTER FILE – A computer file is a storage unit that is held on a computer’s operating system. This storage unit could be a document, an image, a video, or an application. Users can open files, review, and change their contents, and then save and close them, using the same or different file name. ▪ SEQUENTIAL ACCESS FILE – A computer program makes a sequential file simply by writing data records, one after the other, into a newly created file area. ▫ MAGNETIC TAPE UNIT – A magnetic tape unit or magnetic tape drive is the file device that stores (writes) data on tape and that retrieves (reads) data from tape back into memory. ▪ DIRECT ACCESS FILE – Direct file access, also known as random access, is stored on a direct access storage device. It allows us to access data directly from any location within the file, without the need to read or write all the records that come before it. TYPES OF DIRECT ACCESS DEVICES Hard drives Rotating disk Removable disk drives High-density disk Optical disk ▪ Compact Disk (CD) ▪ Digital Video Disk (DVD)  Flash Drives CONTROL UNIT – A control unit or CU is circuitry that directs operations within a computer's processor. It lets the computer's logic unit, memory, and both input and output devices know how to respond to instructions received from a program. Examples of devices that utilize control units include CPUs and GPUs. STORED-PROGRAM CONCEPT In the stored program concept, both the instructions and the data (that the instructions operate on) are stored in the computer memory itself. instruction, processes (reads and writes) data as well. ▪ Machine language – Machine code, also known as machine language, is the elemental language of computers. It is read by the computer's central processing unit (CPU), is composed of digital binary numbers, and looks like a very long sequence of zeros and ones. ▪ Processor Chips – Logic or processor chips process data to complete tasks. They are the brains of modern electronic devices. CPUs are the main type of logic chips found in the microprocessors of servers and other computing hardware. However, logic chips can also be designed for specific functions. ▪ MIPS or Millions of Instructions Per Second – It is an approximate measure of a computer’s raw processing power. MIPS figures can be misleading because measurement techniques often differ, and different computers may require different sets of instructions to perform the same activity. ▪ MegaFLOPS or MFLOPS or Millions of Floating-point Operations Per Second – a unit of measurement that's equal to one million floating-point operations per second. This measurement of computing speed is used for large modern computer operations such as parallel processing operations. Types of Computer Systems Listed in order of generally increasing cost and power, the categories we will use are microcomputers, midrange systems, mainframes, and supercomputers. You will note that the ranges of cost and power in Table above often overlap, which reflects the differences in purpose for which the machines have been designed. Remember also that MFLOPS (millions of floating-point operations per second) is only a very rough comparative measure of power. 1. MICROCOMPUTERS - Microcomputers are the most important category of computer systems for end users. Though usually called a personal computer, or PC, a microcomputer is much more than a small computer for use by an individual. In general, microcomputers can be carried or moved by one person, and they usually have only a single keyboard and video display unit. Originally referred to computers that used microprocessors, small, integrated circuits that perform arithmetic and logical operations. o Desktop PCs – most familiar, designed for use on a desk or a table. They consist of a computer case, monitor, keyboard, and mouse. They are typically more powerful than other microcomputers and are used for heavy-duty computing tasks such as gaming, video editing, and programming. o Laptop/Notebook - commonly used for personal computing tasks such as web browsing, email, and word processing. o Handheld/Palmtop - about the size of a large pocket calculator. It is used as a small laptop computer. o Smartphones - rely on mobile networks or Wi-Fi for connectivity, which allows them to access the internet and communicate with other devices. They may also have Bluetooth connectivity for pairing with other devices, such as headphones or smartwatches. o Tablet PC - handheld microcomputers with a touchscreen display and no physical keyboard or mouse. It is commonly used for web browsing, reading e-books, watching and playing games. o Netbook - commonly used for web browsing, reading e-books, and playing games. It is commonly used for basic computing tasks such as web browsing and word processing. - Microcomputers are powerful workstations supporting heavy mathematical computing and graphics display demands in engineering and securities industries, while network servers coordinate telecommunications and resource sharing in LANs and intranet websites. - PDAs are handheld microcomputer devices for mobile communication and computing, utilizing touchscreens, pen-based handwriting recognition, and keyboards to facilitate email, appointments, and contacts’ exchange. 2. MIDRANGE SYSTEMS - is a loosely defined term for a computer system that is more powerful than a general-purpose personal computer but less powerful than a full-size mainframe computer. - In most instances, a midrange computer is employed as a network server when there are a small to medium number of client systems. - Two earlier computer categories: o Workstation - describes a powerful machine that is run by a microprocessor chip. They are, in fact, grown-up, more powerful microcomputers, deployed for specific applications demanding a great deal of computing power, high-resolution graphics or both, also used as Web servers, in network management and servers in client-server applications. The development of reduced instruction set computing (RISC) chip is largely responsible for the success of this class of machines. o Minicomputers – were just like the larger mainframes, except that they were less powerful and less expensive. Superminicomputers are the larger minicomputers, serving as departmental computers, handling specific tasks. - Today’s Midrange Systems’ 2 Categories o Low-end machines – Intel Xeon or AMD Opteron processors using Windows servers. Major players: Hewlett-Packard, Dell, IBM, and Fujitsu. o High-end machines – powered either by RISC processors developed by the vendor or by the top-of-the-line Intel or AMD microprocessors. Leaders are IBM, Hewlett-Packard and Sun Microsystems. 3. MAINFRAME COMPUTERS - are large, fast, and powerful computer systems. Mainframes also have large primary storage capacities. Their main memory capacity can range from hundreds of megabytes to many gigabytes of primary storage. - Mainframe computers continue to handle the information processing needs of major corporations and government agencies with many employees and customers or with complex computational problems. The strength of mainframe computers is the versatility of the applications they can handle. - The mainframe arena has seen fierce competition since the late 1950s, with IBM dominating the market. The current generation of IBM mainframes is the System z family, which includes single-processor and 64-processor models. The top-of-the-line 64-processor System z10 Enterprise Class offers a 50 to 100 percent performance improvement over its predecessor. IBM claims the z10 is equivalent to nearly 1,500 Intel or AMD-based servers and can support hundreds of millions of users. The System z10 also offers stronger security features, higher availability, and greater management control over IT resource use. - Two vendors, Amdahl and Hitachi (Japan), dropped out of the mainframe market in 2000. Amdahl was purchased by Fujitsu (Japan), and Hitachi bowed out of the mainframe market to concentrate on other market segments. - The only remaining major players in the mainframe market are Fujitsu and Unisys, which have been in the mainframe business for many years. However, there is also indirect competition from vendors like Hewlett-Packard and Sun Microsystems, who try to get customers to migrate their mainframe systems to high-end servers.  4. SUPERCOMPUTERS - The term supercomputer describes a category of extremely powerful computer systems specifically designed for scientific, engineering, and business applications requiring extremely high speeds for massive numeric computations. - Supercomputers are known for their "number-crunchers" with MFLOPS ratings exceeding 250,000 and price tags ranging from $1 million to $100 million or more. - High-end supercomputers are designed to handle numerically intensive problems, often generated by research scientists. Most of these machines are located in government research laboratories or university campuses. - IBM was once the leader in the high-end supercomputer arena, but IBM has since regained the overall top spot. The IBM Blue Gene/P computer, JUGENE, is the fastest computer in Europe, with a total of 294,912 processors. Japanese firms NEC, Hitachi, and Fujitsu are also important vendors of midrange supercomputers. KEY TYPES OF SOFTWARE Software is the programs that control computer systems' operations. To understand the key elements of computer software, we can divide it into two major categories: Application Software and Support Software. Applications software is designed to perform specific tasks for computer users, such as payroll computation, inventory record-keeping, word processing, spreadsheet, advertising expenditure allocation, and report generation. Support software, also known as systems software, provides a user-friendly computing environment, enables various languages, and ensures efficient use of computer hardware and software resources. Support software is typically obtained from vendors and development companies. APPLICATIONS SOFTWARE Applications software encompasses programs designed to perform specific tasks for computer users, such as portfolio management, general ledger accounting, sales forecasting, MRP, and desktop publishing. It is difficult to categorize these programs into specific categories, as they are diverse and can be developed or purchased by various sources. Support software is typically purchased from hardware vendors or software companies, while applications software is developed within the organization or contracted by a consulting firm. Middle-ground applications, such as accounts payable, accounts receivable, inventory control, sales analysis, and personnel reporting, may be purchased or developed. Peachtree by Sage Premium Accounting 2010 is a single-user version of the application, priced at $500. It offers a range of features for small to midsized businesses, including general ledger, accounts receivable, accounts payable, inventory, payroll, time and billing, job costing, fixed asset accounting, and analysis and reporting tools. The "Business Status Center" page provides integrated financial information, while other features include sales order creation, audit trail maintenance, inventory tracking, departmentalized financial statements, and customizable forms. The Comparative Budget Spreadsheet Creator allows users to create multiple budget versions for better business management. New features include a Customer Management Center, Transaction History, and Business Analytics, making it an attractive choice for smaller businesses. PERSONAL PRODUCTIVITY SOFTWARE - These are the applications that you and your fellow managers will use on a regular basis: word processing, spreadsheets, presentation graphics, electronic mail, desktop publishing, microcomputer- based database management systems, Web browsers, statistical products, and other similar easy-to-use and extremely useful products. - Regular managers utilize a variety of user-friendly GUI applications, including word processing, spreadsheets, presentation graphics, email, desktop publishing, database management systems, web browsers, and statistical tools. - Microcomputers have become valuable business tools, with numerous products emerging. Most microcomputer products are reasonably priced, with successful products generating significant sales. PC Magazine and PC World review new products, helping users choose the right ones. o Word Processing - It offers features like underlining misspelled words, changing fonts, margins, and columns, rewriting sentences, and converting Web files to Word format. Other excellent options include Corel WordPerfect, Sun's StarOffice Writer, OpenOffice Writer, IBM Lotus Symphony Documents, and Google Docs. o Spreadsheets - Electronic spreadsheet products, such as Microsoft Excel, Corel Quattro Pro, and StarOffice Calc, are widely used in spreadsheet applications. These spreadsheets are based on accountant's spreadsheets, which are large sheets of paper divided into columns and rows for organizing and presenting financial data. o Data Management Systems - Personal productivity software primarily focuses on microcomputer-based database management systems (DBMSs), with Microsoft Access being the most widely used. Other popular products include FileMaker Pro, Alpha Software's Alpha Five, and Corel Paradox. o Presentation Graphics - Presentation graphics are crucial in personal productivity software, with Microsoft PowerPoint being the leader in creating textual presentations with embedded clip art, photographs, and graphs. Other popular free packages include IBM Lotus Symphony, OpenOffice Impress, and Google Docs. o Electronic Mail and Groupware - Electronic mail and groupware are personal productivity software, asynchronous and easy to use, aiming to increase productivity and data sharing among groups. Both are essential for managing businesses today. o Office Suites - Office suites combine personal productivity software applications into integrated suites for use in the office. Microsoft, the market leader, has a first-mover advantage in the office suite market, controlling the operating system, offering good individual products, and better integration. Other commercial office suites include Core WordPerfect Office and Sun StarOffice. The office suite concept is here to stay due to its ability to move data among various products as needed. o World Wide Web Browsers - A Web browser is a crucial personal productivity software that allows users to access information on the World Wide Web. It runs on a user's microcomputer and uses a hypertext-based approach to navigate the internet. Microsoft's Internet Explorer is the most popular browser, followed by Netscape, Firefox, Safari, Google Chrome, and Opera. The browser battle is unbeatable from the user's perspective, as all products are free. o Other Personal Productivity Products – Desktop publishing Popular software includes Adobe InDesign, Microsoft Office Publisher, Serif PagePlus, and QuarkXPress. Security products include Norton Internet Security and ZoneAlarm Extreme Security. Contact management tools like Sage, GoldMine, and Now Software track customers. Project scheduling software includes Microsoft Office Project, Project KickStart Pro, and Tenrox Online Project Management. Image editing products include Adobe Photoshop Elements, Corel Paint Shop Pro Photo, and Serif PhotoPlus. Video editing tools include Adobe Premiere Elements, Corel Video Studio, and CyberLink PowerDirector. SUPPORT SOFTWARE Support software has been designed to support applications software from behind the scenes rather than to directly produce output of value to the user. Types of Support Software I. Operating System II. Language Translators III. Database Management System IV. Case Tools V. Communication Interface Software VI. Utility Programs I. Operating System - most important type of support software - very complex program that controls the operation of the computer - hardware and coordinates all the other software control all hardware and software resources of the computer TWO PURPOSE OF OPERATING SYSTEM 1. maximize the work done by the computer system 2. ease the workload of computer users. ADVANCED OPERATING SYSTEM CONCEPT 1. Multiprogramming- often employed to switch among programs stored in memory in order to overlap input and output operations with processing time. Ex. Creating PowerPoint Presentation while downloading application 2. Virtual Memory - concerned with the management of main memory Ex. Transfering files from PC to hard drive SOURCES OF OPERATING SYSTEMS PC- DOS MS-DOS UNIX LINUX WINDOWS IOS MAC OS ANDROID  II. Language Translators Machine Language (First Generation Languages) - only language which is understood by the computer - in this language the programs are written in binary code - execute the fastest the fastest since they are immediately understood by the computer Assembly Language (Second Generation languages) - Use mnemonics (memory aid) in place of operation codes - The language uses symbols instead of numbers to write programs - The program written in assembly language has to be converted into machine language for use by the computer - Assembler- converts the assembly program into machine readable program - Object Program- Resulting Program High Level Languages (Third Generation Languages) - Make use of English like words and statements and mathematical symbols for instructions - The programmer is not required to know the detailed working of the computer system I order to program - The program used to translate program written in high level language into machine language is translators Types of Translators 1. Compiler- if the entire program is translated into machine language before any of the program is executed 2. Interpreter- if each source program statement is executed as soon as that single statement is translated FOURTH GENERATION LANGUAGE - also called productivity languages and nonprocedural languages - the computer user merely gives a precise statement of what he or she wishes to accomplish, not an explanation of how to do it - shorter, easier to write, easier to modify, easier to read and understand, and less error-pron Markup Languages - is a tag-based system that produces formatted, annotated, and human-readable results Ex: 1. Hypertext Markup Language (HTML) − Currently the best known of the markup languages − used to create World Wide Web pages, − it consists of special codes inserted in the text to indicate headings, bold-faced text, italics, where images or photographs are to be placed, and links to other Web pages 2. Extensible Markup Language (XML) − used to facilitate data interchange among applications on the Web; it is really a metalanguage standard for specifying a document markup language based on plain-text tags − Entire sets of XML tags are being defined for industries and situations. For example, Extensible Business Reporting Language (XBRL) is being developed as the standard for publicly traded companies to submit financial documents to the Securities and Exchange Commission. − XML is “extensible” in that new tags can be defined as needed, and XML allows the separation of the presentation of the data from the data themselves Object-oriented programming (OOP) - is neither a 3 GL nor a 4 GL but an entirely new paradigm for programming with roots in both the procedural 3 GLs and the nonprocedural 4 GL - The fundamental ideas of OOP are to create and program various objects only once and then store them for reuse later in the current application or in other application - III. Database Management Systems - software that is used to create, manage, and protect organizational data Five Basic Data Base Architecture 1. Hierarchical- data are arranged in a top-down organization chart fashion 2. Network- data are arranged like the cities on a highway system, often with several paths from one piece of data to another. (Ex. Integrated Database System) 3. Relational- data are arranged into simple tables, and records are related by storing common data in each of the associated tables -most common organizational approach to organizing data 4. Object-oriented - data can be graphics, video, and sound as well as simpler data types 5. Object-relational- hybrid approach to organizing data capitalizes on the capability of object- oriented databases to handle complex data types and on the inherent simplicity of the relational data model IV. CASE TOOLS Computer-aided software engineering (CASE) - is actually a collection of software tools to help automate all phases of the software development life cycle. - has the potential of providing a productivity boost to an area of the company (the information systems organization) that needs such a boost. V. Communications Interface Software - become increasingly important with the explosion in the number of local area networks (LANs) and wide area networks (WANs) and with the growing importance of the Internet and the World Wide Web - the most important type of communications interface software is the web browser - File Transfer Protocol (FTP)- designed to transfer files from one computer system to another VI. Utility Programs - Performs specific tasks related to the management of computer functions, resources, or files, such as password protection, memory management, virus protection, and file compression. THE CHANGING NATURE OF SOFTWARE More concern with human efficiency More purchased applications, less purchased support software More programming using object-oriented languages More emphasis on applications that run on intranets and the Internet More user development More use of personal productivity software THE INFORMATION TECHNOLOGY INDUSTRY Two Largest Players in the Global IT Hewlett-Packard IBM Major Player in Hardware Arena Dell Apple Acer Toshiba Lenovo Sony Microsoft, the largest and most influential software house, is based in Redmond, Washington, and until 2000 was headed by Bill Gates