Matrix Bt1

The BT*
Reference Guide

*"It's time to change the term IT (information technology)
to BT(business technology)
George F. Colony, Forrester Chairman of the Board and CEO
WEB 2.0
"When all you do is copy others, you copy their mistakes, too. Feel free to discuss.
Anonymous
WEB 2.0
WEB 2.0
I agree completely with my son James

when he says 'Internet is like electricity.
The latter lights up everything, while
the former lights up knowledge"
WEB 2.0
() . . "" Web 1.0
. .
, , , , . Web 1.5
. , , , -"" .
, , . Web 2.0
.
, : . Web 2.0
.Web 2.0 , , - .WEB-
Kerry Packer
... , web 2.0

? ? -
. ? ,
. ( ) . ,
" 12 -
? WEB 2.0
- WEB 2.0
Bottom WEB 2.0-

.Outside in innovation- Up
"" ,
.
.Collective Wisdom
Innovation
. ... , , , ""
. , ,
Web 2.0
. ,

( )
.
.
Customer Relations
. , ,
? WEB 2.0
- WEB 2.0
. WEB 2.0-
,youtube- " .2.0
,"" /
. user rating- ,
Marketing
, . /
.
Web 2.0
Wiki : .
,collective wisdom

,

.
Knowledge Management
, ,
. -
Web 2.0
, ,
.
Talent Management
, , ) ,
.(
" 12 -
- WEB 2.0
Revenue Generation
:Operation Efficiency -
( )
"
.
:Process Optimization -

( )
,
.
:Development Efficiency -

.( , , )
Current Business
Process
Optimization
Opportunity
Creation
Operational
Efficiency
Development
Efficiency
:Opportunity Creation -
business
.
8
Cost Reduction
New Business
: - WEB 2.0
, del.icio.us ,myspace.com ?
- Flickr ,Wiktionary

Amazon

.
Architecture of Participation
- - WEB 2.0 -Tim Oraily " ,
) , . / ,
.( , ,
- www.israblog.co.il, www.tapuz.co.il/blog
Web 2.0 Tim Orielly http://radar.oreilly.com

:http://technorati.com - Technorati
.
Photoblogs/Vlogs /Blogs
("") , (WeB LOG )
. , ."" .
... , , ,
. ,''
.Vlogs ;photoblogs
" 12 -
: - WEB 2.0
, , myspace.com
-
.
""
Myspace .
( 40 )

.
Glocalization
,www.housingmaps.com
.Google Craigslist
www.podbop.org
.(MP3)
. (eventful.com)
Innovation in Assembly
) ( ) Web 2.0
, , , : .(
.
. . , , ,
.
. time to market-
: -WEB 2.0
Amazon- - ( ) Amazon
" :

."
(DVDs ) netflix
Google AdSense
Long Tail

Web- . "" , .""
,
.
www.chicagocrime.org
www.housingmaps.com
www.podbop.org
Mash-ups
innovation via .
. -DJ- .assembly
www.kaneva.com
www.secondlife.com
MMOG- Massively Multiplayer Online Game

, . ,
. Game console ,PC- .
Network Effect
. , ,
Google- . , p2p
Instant Messaging .
.
An Overview of network effects http://oz.stern.nyu.edu/io/network.html
" 12 -
: - WEB 2..0
, maps.Google.com
, ,
, , Google .
,
.
Open Platform
.(mash-ups ) , , ,
) Empower by connecting ( ) Lock-in
(...

" - Wikipedia
.
, , ,
.

.
www.myspace.com
www.linkedin.com
Open Content
. , " - Architecture of Participation-
. " "
.
Social Networks
, . , , ,
. .
: - WEB 2.0
, www.Wikipedia.org
34,000- www.Wikipedia.org.il
1000- www.yi.Wikipedia ,
www.wikidictionary.org
www.wikiquotes.org
Wiki
, web- ."" Wiki-wiki
. ,
. wiki
) Wiktionary ,( " ) Wikipedia wiki-
. ( " -
. " " ,
" 12 -
Virtualization
An investment in knowledge always pays the best interest
Benjamin Franklin
Virtualization
?Virtualization
Virtualization is a classic case of

disruptive technology with a steep
learning curve.
. .
, .
, .
.
.
,
, .
.
.
, . time to market
.
.
Stephen Shankland
" 12 -
? Virtualization
- Virtualization
Data Center Management -

,
.

,
,
.
Business Continuity -
. ( )
Software Development -
SLA Management -
. (Time to Market)
./
.
- Virtualization
Revenue Generation
( )
"
.

( )
,
.

.( , , )
Current Business
Process
Optimization
Opportunity
Creation
Operational
Efficiency
Development
Efficiency
business
.
Cost Reduction
" 12 -
New Business
: - Virtualization
Windows 2003, Netware, Linux

.
Guest Operating System -

.
,
,
.
Hardware-level Virtualization -
High-level language virtual machines
Hosted Virtualization -
,
,
.
,
. . (Compiled)
()
.

.
WIN89 DOS
.
: - Virtualization
Hypervisor
,
.bare metal .
Operating system level Virtualization -
,
.
Para-Virtualization
,( )
.
Virtualization Hardware Support -

,
(I/O) (AMD-V, Intel-VT)
.
" 12 -
: - Virtualization
,
.
Virtual Machine -
.
VMM

.
Virtual Machine Monitor -

Hypervisor
.
(' Linux ,Windows 2003 ,Windows 2000 )
.
" 12 -
Talent Management
". "
Talent
mgmt
?Talent Management
, - "
" , Talent Management

, , Talent Management .
.
, - 10
". -
:
. ,
. ,
.
.
.
. ,
. , , ,
-
- :"" Talent Management ,
.
" 12 -
? Talent Management
- Talent Management
Talent Management
, ,
:

Information System Implementation -

, ,) ( ,CRM ,ERP)
.(
:
. , ,
.
:
,

Information System Implementation Optimization

. "
: , /
.CRM
? Talent Management
- Talent Management
.
.
, :
. ' ,
Knowledge Management -
, ,
. -
Change Management -
.
. , , ,
. , : ,
Compliance-
:
: .
. ,security-
"awareness"- II

, -
Compliance
/ , ,
.
" 12 -
- Talent Management
Revenue Generation
:Operational Efficiency -
( )
"
.

( )
,
.
)
.( , ,
Process
Optimization
Opportunity
Creation
New Business
Current Business
Operational
Efficiency
Development
Efficiency
business
.
8
Cost Reduction
: - Talent Management
-
, , -
. , - /
Blended Learning -
. , , , ,
"
PMI
. IISTQB(A1)
Certification
,
EPSS- ,

.
EPSS - Electronic Performance Support System -

, ,
.
LMS
.
,) LMS
. (
LMS - Learning Management System -

. .
.
.
" 12 -
: - Talent Management
, CRM
, "
"
, ,
.
OJT - On The Job Training

. . " , ,
"" : , " "
.
. ,
() " , "
Organization readiness -
(") , . ,
. , ,
; , - :"
. , - ; ;" " - ;
:
.

.
QRG - Quick Reference Guide

.
.
: -Talent Management

" ,
. "

.
Super/ Key Users

, ,- ,"" .
. , .
Training effectiveness -
(ROI) "
.
,

.
TTT - Train The Trainer

. /
" .

,
.
Training Needs Assessment -

.
" 12 -
SOA
Service Oriented Architecture
". , "
SOA
?SOA
It is not the strongest of the species

that survives, nor the most intelligent;
It is the one that is most adaptable to
change.
, , , :
. , ,"
, (Business Agility)
,
.
, " " , , SOA
, , .
. .(") ""
Charles Robert Darwin
.2002 The single, most-important theme in modern application development is SOA"

. Buzz - SOA
. SOA , SOA , SOA , SOA-
. , , SOA
. - ,
. , ,SOA-
123
- SOA
? SOA

.
,B2B-

. /
B2*
,SOA
" "
(" ,BPM )
. time to market- ,
Business Agility
. , ,
124
:
. :Business-to-Business - B2B
. :Business-to-Customer - B2C
. :Business-to-Employee - B2E
. :Business-to-Manager - B2M
? SOA
- SOA
(Enterprise Integration) EI SOA

""
. ""
Compliance -
, ,
. /
. :
: SOA
(Business Logic)

)
.(

,
.
Multi channel -
.
.
, ,Call Center ,( ) IVR , , /
.

.
125
" 12 -
- SOA
Revenue Generation
:Operational efficiency -
( )
"
.

( )
,
.
)
.( , ,
Current Business
Process
Optimization
Opportunity
Creation
Operational
Efficiency
Development
Efficiency
business
.
126
Cost Reduction
New Business
: - SOA
.PeopleSoft ,Siebel ,SAP

, ""
.
Adapter -
, ,BPM ,ESB ,EAI SOA , ""
. ETL
. / ,
.
SOA
. 15 5
,BAM
.( )
BAM - Business Activity Monitoring

.
, ,/ . ( )
.
127
" 12 -
: - SOA
,

, (SLA)
.

.

. ,
BPEL BPA
.BPM
128
BPA - Business Process Analysis

.
(BPM) , , BPA
.(BAM)
BPEL - Business Process Execution Language

BPEL , XML
.Web Services
. SAP ,BEA , IBM
- SOA
: - SOA
.
"
,( )
)
" (
.( ) /
) ,
(
.( )
BPM - Business Process Management

.
.(... , , ) ,
.( ) ( )
, BPM . , BPM
, " " ,
. time to market-
129
" 12 -

EII- ETL
.( EIM ')
ESB- EAI
.

.
130
: - SOA
EI - Enterprise Integration
, , ,
.
, ,
. , -
, : (middleware) EI
, ;( EIM ')
- On the glass integration ;( BPM ,ESB ,EAI ")
.( ") , /
,Point to Point "" ,EI-
. " " (BUS HUB)
: - SOA
EAI
,MF- legacy SAP-
. CRM ,
EAI-
,(Request/ Response)
,(Publish/Subscribe)
.(BPM)
.EAI '
EAI - Enterprise Application Integration

, , ,
.
, .(point to point "" )
. EAI- Hub EAI
ESB - Enterprise Service Bus

.SOA
SOA- EAI EAI- ESB
.
UDDI
.
Registry
. /
Service Registries and Repositories

.SOA Governance . , " "
. , , ,
131
" 12 -
: - SOA
, , ,
.... ,
: SOA Governance

?
?
, ? SLA-
? SLA-
) ,
?(
?
132
Service -
:
.
. ,
.
.SLA
. Web Service
. /
SOA Governance
.
, , , ,best practices- , , SOA Governance
: SOA Governance . SOA-
(") BAM
(") SOA Registries & Repositories
SOA Security
Service and Policy Testing, and Validation Tools
Policy Management and Enforcement Tools
: - SOA
" " Web Service

.SOA
. "
Web Service (WS)

: WS .W3C- ,
SOAP - Simple Object Access Protocol
. XML
WSDL - Web Services Description Language
. , , XML
133
" 12 -
Open Source
Software is like sex; it's better when it's free
Attributed to Linus Torvalds
Open Source
?Open Source
The future is here, it's just not widely

.distributed yet.
Open Source
, . , ,- ,
:
William Gibson
.(0 ) ,
. .(1 ) ,
.(2 )
.(3 ) ,
,
. ,
, ,- , .
. , .
, . ,
. ,

, , .
. ,
" 12 -
? Open Source
- Open Source

.
,
.
.

"

.
Operational Excellence & Cost Reduction

.

.

.
Innovation
.... , , , ""
.
. , ,
/ ,
.
.
? Open Source

.
.

"
, .
,
.
, Web 2.0-
Web 2.0- -
. ""
-Open Source
Pioneering -
, .
.
" 12 -
- Open Source
Revenue Generation
( )
"
.

( )
,
.

.( , , )
Current Business
Process
Optimization
Opportunity
Creation
Operational
Efficiency
Development
Efficiency
business
.
8
Cost Reduction
New Business
: - Open Source
Certification -
, Certification-
. , , .
Choice -
.
.
.
.

,' .
.' '

.

. 2006-
100%
. REDHAT
Community Development
" .
.
.
, . /
. roadmap
" 12 -
: - Open Source

GNU ,GNU
.
Free Software Foundation -

' 1985* (FSF Foundation Free Software :)
.GNU ,GNU ,
.
,
.
,

. ()
.
Gift Economy
. ( ) Gift economy
.

/ .
.
. ,
: - Open Source

, : ,

.
,

."
GNU Distribution - /GNU

/GNU
, ./ () .
. , , :
, "" , , .
. ISO ( ) -
, .
.
, , . ,Distribution () ,/GNU
. , - GNU
, (Debian GNU/Linux) /GNU - , SuSE ,RedHat
(Gentoo) '- (pclinuxos) ,(Linux Ubuntu)
.
" 12 -

GPL

, ,
.

.
: - Open Source
Gnu GPL -
' ,
, , , .
. ,
"" \ ,
, .
. , ,
, ,
, , "GPL . , ,
. ,
. ,
: - Open Source
Meritocracy -
, , , (merit) ,
- . ( )
( )
.

,

.
Peer Review - Quality Ensurance

. " - Peer Review "
many . ( )
, ) Collective Wisdom eyes make all bugs shallow
) deadlines ( ) .(
. (

, ,
.
Subscription -
, . Subscription
. , ,
" 12 -
Offshore
That is, companies and individuals
can now source so much more easily whatever
knowledge, production, innovation, research, or advice they need.
Thomas Friedman
Offshore
?Offshore
Columbus reported to his king and

queen that the world was round, and
he went down in history as the man
who first made this discovery.
I returned home and shared my
discovery only with my wife, and only
in a whisper.
Honey,I confided. I think the world
is flat.
.IT , sourcing
Thomas L. Freidman, The World Is Flat
105
. Outsourcing
.
. , Offshoring
. " , Offshore-
.
. (... , ,)
" , "? " "? " OffShoring- OutSourcing- ,
"?( ) " "?
? Offshore
- Offshore
, Offshore
.
( ) Offshore-
. ,
Business Agility
. ,
Offshore
. ,
Offshore-
)
.(Business Agility " .

." "
24*7 ,

)
time zone-
.(
Cost Reduction
106
? Offshore

.
- Offshore
Development Process
.
107
" 12 -
- Offshore
Revenue Generation
( )
"
.

( )
,
.
)
.( , ,
Current Business
Process
Optimization
Opportunity
Creation
Operational
Efficiency
Development
Efficiency
business
.
108
Cost Reduction
New Business
: - Offshore
.Offshore- Attrition Rate

Attrition Rate
.
Attrition Rate
.Offshore- /
, .Offshore-
. Offshore-
) Revenue Assurance
. (
QA
.
BPO- Business Process Outsourcing

. - ""
.
: BPO
. , , : BPO
. (Customer Facing) BPO
" " /
, .
,
.
IP (Intellectual Property) protection

.IP- ( IP) -
,Intellectual Property- , "" Offshore- .IP- ,
.
109
" 12 -
: - Offshore

. Onsite
Knowledge transfer
NearShore "
NearShore ,
,
Offshore- NearShore
.
NearShoring
ODC
fixed ,
. price
ODC - Offshore Development Center

, Offshore " Offshore
. ,
110
. Offshore-
( )
.
.Time Zone , Offshore

. Time Zone NearShoring
: - Offshore
Governance
,ISO
, ,
. (") Protection IP -
Outsourcing Governance
, , , .Outsourcing
. ,
. ,Turnkey- ( ) T&M-
." Offshore- Outsourcing

, :
.'
SLA- Service Level Agreement
. SOW

.
SOW
:
.
SOW - Statement Of Work

, .
. , ,
. ,
111
" 12 -
Information Security
"More people are killed every year by pigs than by sharks,
.which show you how good we are at evaluating risk
Bruce Schneier
Information
Security
?Information Security
"The only truly secure system is one

that is powered off,
cast in a block of concrete and sealed
in a lead-lined room with armed
guards.
Information Security
, (Information Security)
. ,
: "" " , " "
. , , :
:
.
: ,
. , , ,
Gene Spafford
." " " "

. (.... , , ,)
" 12 -
-Information Security
? Information Security
, )
, ,
.
,
.
Compliance

End - : . Uptime
Points
,

.
Operational Risk Management
.
,
. ,
.
e-business
, , . ,
. ,() 752 , () 753 , II
, ,
. /
. ,
. (B2C) (B2B)
? Information Security

Back Office -
"" .
-
.
SLA (Service Level Agreement)

,
. ,

.

.
Mobile Workforce Management -
) . ,
. , .(
.(' , , ) ,
" 12 -
:
Revenue Generation
( )
"
.

( )
,
.

.( , , )
Current Business
Process
Optimization
Opportunity
Creation
Operational
Efficiency
Development
Efficiency
business
.
8
Cost Reduction
New Business
: -Information Security

/
. ""
Content Inspection
. packet , ,
/ Policy
. "" /
Data Encryption -
FW- Policy "

. ""
Enterprise Gateway Security

Fire) FW ,
.' , , , , (Wall
. VPN - Gateway -

) : .
) - ,(
.(
" 12 -
: - Information Security
,

.
.
Enterprise Policy Management -

, " ,
" " . ,
. ,
Patch Management -
.( )
. , ,
,
.

.
Helpdesk
,
,
.
Security Awareness
( ) . " /
, , :"
.

,
.
.
Self Hacking Penetration Testing

, , , /
" .'
.
: - Information Security
/
SSL
.
SSL - Secure Sockets Layer

SSL - . () SSL
.
Single Sign On -SSO
SSO . / SSO
.( ) " " " ( )
(Domain)
)
.(
VPN -

.
Virtual Private Network - VPN

. -

" Access Point -
,
.
Wireless Security Policy / Non Policy

.
" 12 -
ERP
Enterprise Resource Planning
In the end, all business operations can be reduced to three words:
people, product and profit.
Lee Iacocca
ERP
?ERP
Efficiency is doing things right;

Effectiveness is doing the right things.
" .
.
, "" , ERP
, ,
.
- " " , ERP-
"" . ERP- - " " ,
.ERP- , ,
. ERP-
" ERP- . , ,
. "
. ERP-
Peter Drucker
87
? ERP
- ERP
: , ERP
, , , , ,"
.
Financial Management -
.
, .
, , . " . ,
.
: , ERP
, , ,
. ,
Logistics Management -
.
, . , ,
.
, ERP
, ' , , ,
. ,
Procurement Management -
.
.
.
88
? ERP
- ERP
, ERP
, ' , ,
. ,
Sales Management -
.
,
.
, ERP
, , , ,
, ,
.
Manufacturing Management -
.
. , time to market-
.
ERP
, ,
.( , ,)
Compliance -
/ , ,
. .
89
" 12 -
- ERP
Revenue Generation
( )
"
.

( )
,
.
)
.( , ,
Current Business
Process
Optimization
Opportunity
Creation
Operational
Efficiency
Development
Efficiency
business
.
90
Cost Reduction
New Business
: - ERP
ERP

.
Best Practices
, ERP
, , ERP .
.Best Practice ERP .(... , )
, ERP
,
.
"" ,
.
BPR-Business Process Reengineering

. .ERP
. ,
.
( )
,
.
Customization
. ERP-
( / ) (")
.
91
" 12 -
: - ERP
.
"Nice to have"
,
"Must"
.
Gap Analysis -
./ "
" - (") ERP-
(") Best Practices- ERP- " - "?
."
SMB
ERP " "
. ,
Hosted ERP
.(Software as a Service) SaaS " ERP
.(broadband) ERP SMB-
. .
."
,
, .
.
Legacy
. . ,
. Legacy- ERP
92
: - ERP
, ,
, ,
.
MRP - Materials Requirements Planning

. .
. . ,
.
MRP II - Manufacturing Resource Planning
. .MRP - .
, , , ,
. , , , - - : .
,
.
,
,
. just in time
RFID
RFID .
. ,
RFID - Radio Frequency Identification

. " RFID -
. " " ,
"" . , -
.
93
" 12 -
: - ERP
,
,
. ,
,
/
.
WMS - Warehouse Management Storage -

. , :
, ,
.
,
.
, , ,
.
94
EIM 1.FH11 Mon May 14 15:08:57 2007
Page 1
EIM-Enterprise Information Management

The limits of your information determine the limits of your business
( )
EIM
EIM 1.FH11 Mon May 14 15:08:57 2007
Page 2
(Enterprise Information Management) ?EIM
As a rule, he or she who has the most

information will have the greatest
success in life.
... , , ,
.
. , , :
, , , EIM-
.
Benjamin "Dizzy" Disraeli
. () : matrix- EIM
,(... ,) , , : ,EIM
. ,
" 12 -
EIM 1.FH11 Mon May 14 15:08:57 2007
Page 3
? EIM
-EIM
" ,
, "
,
( ,CDI ,) EIM
.Value Based Relationship
Value Based Relationship

, ,
: . /
,
,
( ,MDM ,) EIM
.
Compliance
, : CRM/ERP
, ,
.
9
.( ) Campaign management, Customer Segmentation, Customer Retention, Customer Master Data
. , , ,
. , (SOX )
.(! )
,II ,
.
CRM/ERP Data Readiness
. ERP CRM () ,
EIM 1.FH11 Mon May 14 15:08:57 2007
Page 4
? EIM
-EIM
Financial Integrity-
. , , : EIM
Financial Integrity
, , Financial Integrity
."
( ) ETL EIM-
.

. ""
B2B
""
/ (SCM) ,( ,) EDI .
.( )
10
" 12 -
EIM 1.FH11 Mon May 14 15:08:57 2007
Page 5
? EIM
EIM
. EIM
:
.1
. ,
" , .2
. ,
.3
. , , ,
Mergers & Acquisition

,)
.( , ,
, EIM-
( )
.

""
.
Business Intelligence - BI
, , , (BI)
, : .
.
11
EIM 1.FH11 Mon May 14 15:08:57 2007
Page 6
- EIM
Revenue Generation
( )
"
.

( )
,
.

.( , , )
Current Business
Process
Optimization
Opportunity
Creation
Operational
Efficiency
Development
Efficiency
business
.
Cost Reduction
12
" 12 -
New Business
EIM 1.FH11 Mon May 14 15:08:57 2007
Page 7
: - EIM
"
.
Data Cleansing Methodology

- ""- I : (Data Quality ") ,
- II .
.""-
. ,
. "
.DWH CDI
Data Integration
. ,
. (") EII (") ETL
."
-
.
Data Quality
13
.BI , , :
.-
, - .(! )
.
. ( ) "
EIM 1.FH11 Mon May 14 15:08:57 2007
Page 8
: - EIM

.ERP- Billing-
.
EII - Enterprise Information Integration

. -
. , RDBMS view-
. (" ,ETL- ) EII
,DWH-
.
ETL - Extract, Transform & Load
, Information Governance
. CIO-
II SOX
(CEO ,CFO)
. (Accountable)
ETL- . " , (Load) (Transform) ,(Extract)

.
. , " "
Information Governance
. ,
. , , Information Governance
. , ,
15
" 12 -
EIM 1.FH11 Mon May 14 15:08:57 2007
Page 9
: - EIM
-
.1
. /
.2
.
Information Roadmap
- ) "As Is"- . -
. " " (
Roadmap- , Target-
.
Master Data Management - MDM
- ( ,) MDM
MDM- ." "
. , .
: .
. -CDI - Customer Data Integration
. " " CDI - . ,
. - PIM - Product Information Management
. " " PIM- . ,
:CDI
,ERP- ,Billing-
.' CRM- ,
:PIM

.
. " " "
16
SOA Information Services

"" . ( ,) SOA
.
e-Business
The Internet is the Viagra of big business.
Jack Welch
e-Business
?( ) e-Business
It may not always be profitable at

first for businesses to be online, but it
is certainly going to be unprofitable
not to be online.
,(B2C) . , e-business
,(B2S) ,( ' ,B2B)
.(B2BC)
,(IVR) .
, e-business . (IPTV) , ,
.Just in time, Just in place, Always there - ,
,(Bricks & Mortar) , e-business
.
, , (a click away)
... ,"" ,
, , ,
. " " ,
, . 1998
. - ... , ,
: ,-
. , , . , ,
Esther Dyson
67
? e-Business
- e-Business
, , ,
, .
.
Business Globalization
e-business . ,
.
/ ,
./
( ') web 2.0-
) Word of mouth :
( ) Narrowcasting (
Contextual Marketing , Broadcasting-
,( )
) Social Marketing
.(
Online Marketing
. - .
. () " "

.
, validators () ,
.( )
68
? e-Business
- e-Business
e-business
.
e-business

.
Online Sales
Retail ) .
.( " "
, . , ,
,
.
e-business
.
,
(" , )
.
Online Service
, ) .
. ( ,
.business- - , ,
69
" 12 -
- e-Business
Revenue Generation
( )
"
.

( )
,
.
)
.( , ,
Current Business
Process
Optimization
Opportunity
Creation
Operational
Efficiency
Development
Efficiency
business
.
70
Cost Reduction
New Business
: - e-Business
Bricks &)
,(Mortar
,(Clicks)

.(Bricks & Clicks)
Bricks & Clicks

Bricks & Mortar ,
. Bricks & Clicks Clicks
- Trigger Words
.... 20% :
, , - Banner
.
. , - Related Links
" "

.
Call to Action -
. , ." " ,
."? , " : ,
" " " :
."
. ,
5% -

.

.
e-banking
. (e-finance )
.
. ,
71
" 12 -
: - e-Business
. ,Amazon
e-commerce
. , , , : .
. m-Commerce

.
(gov.il)

.(' ,)

(education.gov.il)
.
e-government -
, .
)
.(...
72
: - e-Business
:
, ,
.Call Center
: HUB-

.(")
e-payments
. ,
. HUB "" ,
. EBPP (Electronic Bill Presentment & payment)
,(SMB )
/ ,
.
,
""
.
Lock-in Strategy
. "" /
. ( ) ,
73
" 12 -
: - e-Business
,

.call center-
Multi channel -
.
.
. , ,Call Center ,( ) IVR , , /
, ,
.
, , Multi Device- e-business
.' PDA ,
:
,
.
, :
.
Personalization & Profilization

" , ,' , ,
.

. .
74
: - e-Business
.
. /
.
Online Self Service
. - Walla ,Yahoo
( ) :
, ,www.gov.il
.(www.education.gov.il)
Portal
. // ()
. ,
.(" ) (' , , , ,)
. // one stop shop e-business
. " " ,Portal- .Portlet
. //
75
" 12 -
CRM
Customer Relationship Management
We see our customers as invited guests to a party, and we are the hosts.
It's our job every day to make every important aspect of the customer experience a little bit better.
Jeff Bezos
CRM
?(Customer Information Management) CRM
"A customer is the most important

visitor on our premises;
He is not dependent on us. We are
dependent on him.
He is not an interruption in our work.
He is the purpose of it.
He is not an outsider in our business.
He is part of it.
We are not doing him a favor by
serving him. He is doing us a favor by
giving us an opportunity to do so."
CRM . , , CRM
.
. , CRM-
. DNA - CRM-
, , , , .
.
... , , CRM . CRM-
.
Mahatma Gandhi
" 12 -
? CRM
- CRM
CRM
: "
. ,
CRM-
CRM-
:
,

.
Customer Retention -
.
.
(execution) CRM

CRM- .
,
,
.
Customer Recruitment -
.
. ,
.
? CRM
- CRM
CRM

" ,
.

.
Increasing Customer Wallet Share -

,
up-sell- ( ) cross-sell .
.( )
CRM
,
.

.
Sales Process Management -

.
,Inbound . :
,Outbound . ;
. /
" 12 -
- CRM
Revenue Generation
( )
"
.

( )
,
.
)
.( , ,
Current Business
Process
Optimization
Opportunity
Creation
Operational
Efficiency
Development
Efficiency
business
.
8
Cost Reduction
New Business
: - CRM

CRM-

.
.
Analytical CRM - CRM

, CRM- ,
CRM- CRM- .
. ,
, ,
" , .
,
.(Solution Knowledge Base)

.
Collaborative CRM - CRM

,( , , , , , ,)
, , . , ( )
.
" 12 -
: - CRM

,
,
.
Customer Loyalty -
.
. "
CRM-
.
.
,
, :

.
Customer Value -
: . .
. ,() ,
. ,
, "" CRM-
.
Customer View -
. , , , 360o ""- ""
. CRM-
. CRM-
/ ,
.

,
,
.
CRM- "
.
8
: - CRM

,
( ) CRM-

.
Interaction -
.
.
.' , , CRM-
CRM
,

,
.
Operational CRM - CRM

CRM . CRM -
, , . ,
. CRM- ,

CRM -
(Sales stages)

.
Opportunity -
. "
.
. .
" 12 -
: - CRM

.
CRM-

.
Personalization -
. ,

CRM- .
.
) 30
(""
("" )
.
Segmentation -

. .
CRM
.
CM & KM
Content & Knowledge Management
But they are useless. They can only give you answers"
Pablo Picasso about computers
CM & KM

We're drowning in information
and starving for knowledge
Rutherford D. Rogers, Librarian, Yale
?CM & KM
CM & KM - 95% -
, , . , 50-
."" , 5%- .
office , : " 95% , ,
."" - , , ," ,
" " , Content Management
"" . just in place ,just in time ,
. , ;
, , Knowledge Management
. -
, , Information Access
. Knowledge Management- Content Management .
" 12 -
? CM & KM
- CM & KM
CM
." "
Bureau Management -
. , .
.
, , CM
;' , ,
.CRM
( , ) KM
)
, ,
.(
Customer Management -
, , . , , , ,
.
, CM-
, ,
.
" KM
"
.
R&D - / - "
. , , , . /
?CM & KM
- CM & KM
BPM ,CM-
.
,
.
Content Based BPM -
(ECM- ) Record Management

,
.
awareness- KM
.' ,
Compliance -
.( ... , ,)
. , ," ( )
, KM
,
. ,
, , ,

.
Competitive Intelligence -
, , , , . "
. ,
, ,
.
.
Talent Management
, , ) ,
.(
. , ,
" 12 -
- CM & KM
Revenue Generation
( )
"
.

( )
,
.

.( , , )
Current Business
Process
Optimization
Opportunity
Creation
Operational
Efficiency
Development
Efficiency
business
.
8
Cost Reduction
New Business
: - CM & KM

. ""
:ERP-
.' ,
Archive -
. " "
. , .
,
, , ,
.
BCS - Basic Content Services

,ECM- ,
.

, ,
. HR
,
,
.
CEVA - Content Enabled Vertical Application

, , .
. workflow , , , .
-
, .
.
.
Collaboration
, . ,
. , collaboration .
" 12 -
: - CM & KM
View , ,

. /

,
COLD , " ,
,ERP-
.
ECI - Enterprise Content Integration

(MiddleWare) ECI
/ ECI- .
.
ECM - Enterprise Content Management
, , , , ,
, . , ,
.
, ,
) , "
,(CRM '
.
EIP - Enterprise Information Portal

, . , , , :
. ,
, "

. SOX ,
,) RM
. ( , ,
RM - Records Management
. ,
, RM . ,
.
: - CM & KM
,
,
." "
, ,
.
Search Engines
. ,
" " .
, "" ,
. , , :
Pattern Recognition , , , " ,( )
.
WCM - Web Content Management
. ,

. ,- '
,
,
.
.
" 12 -
BC
Business Continuity
I have found that in battle, plans are useless, planning however is indispensable.
Dwight D. Eisenhower
Business
Continuity

It pays to plan ahead.
It wasn't raining
when Noah built the ark.
Anonymus
39
?( ) Business Continuity
. , ,(Disaster Recovery Process) DRP
. ,
. ,
, , DRP -
. , ,
, SLA - , .
. /
, ,
SLA - ,(- )
DRP - .
.
, DRP- ,BC .Business Continuity (BC) DRP
, , ) ,
.(
, . Business Continuity
""" , , , /
.
? Business Continuity
- Business Continuity

" ()
. "
20 :
.

(ILM)
.
Compliance -
,
.
IT .
, , ,
. , , ()

,
.

,
.
Operational Risk Management -

, ,
.
40
? Business Continuity

,
. IT -

, "

.

,

.
Business Resilience
. , ,

( ) ,
. ,
, (" Service Level Agreement) SLA-
.( ) .
. ,
.""
-
,
,
(DR )
.
Crisis Management -

. ,
.
. , ,
41
" 12 -
Revenue Generation
( )
"
.

( )
,
.
)
.( , ,
Current Business
Process
Optimization
Opportunity
Creation
Operational
Efficiency
Development
Efficiency
business
.
42
Cost Reduction
New Business
: - Business Continuity

.

,
.

.
BIA - Business Impact Analysis

()
.
.

"" -
" , (Bare Metal Restore)

Exchange Oracle, SQL
.(EDB)
Business recovery
, ,
. ,
43
" 12 -

.SLA-

.
.
Business resumption
,
.

.

.

IT .

.
Continuous Data & Data Protection Protection

. "
.
, "
. "

.
44
DR
, /

,
.

.
DR Assessment and Gap Analysis

( ) ,(DR Assessment) DR
, , .
.

Instant )
.(Restore

!
Instant Restore
, ,
, .
.
" -Restore upon Demand : Instant Restore
. "
(Gap Analysis)
.( )
45
" 12 -
"
( ) "
. "
,
"
, " :

."
Mission Critical Activities

.( :)
)
. (
Risk Analysis

.
.
46
,( ) RPO

. /
) RPO -
( 12

.
RPO - Recovery Point Objective

( ) RPO . ,
. ,
./
.( ) / ( , ,) RPO-
, ,
.RPO "
( ) RTO
,
, RTO

.
RTO - Recovery Time Objective

. ,
. "
.
47
" 12 -
BSM
Business Service Management
"Not everything that counts can be counted and not everything that can be counted counts."
Albert Einstein
BSM
?BSM
" In todays business environment there

are no IT projects, only business
projects supported by technology "
, (... ,BT ) IT-

.
IT- . , , , ,
. ,
Robert E. Beauchamp
President and CEO, BMC
IT- BSM
, ' , ,
.
(IT Infrastructure Library) ITIL- " BSM
.
IT- IT Governance BSM
. IT-
." "- " "- IT-
" 12 -
? BSM
- BSM
IT Governance -
,

.
BSM-

.
IDM- , ,
.
ICompliance -
. / ,
. || ,SOX :
. ,
IT Governance -
,
) ,
(
.
, BSM-

.
Operational Risk Management -

, ,
.
. .
? BSM
- BSM
,SLAs IT Governance -
,
.
, , BSM-

.
SLM (Service Level Management)

) . ,
. , , .(
, , BSM-

.
, BSM-
.
Business Agility
. ,
IT- BSM
, ,
.
BSM
,

.
Operational Excellence & Cost Reduction

. , ,
. ,
" 12 -
- BSM
Revenue Generation
( )
"
.

( )
,
.
)
.( , ,
Current Business
Process
Optimization
Opportunity
Creation
Operational
Efficiency
Development
Efficiency
business
.
8
8
Cost Reduction
New Business
: - BSM
CMDB-

.
CMDB-
( )
IT-
.
CMDB (Configuration Management DataBase)

(CI) Configuration Items , CMDB
.( ,) CI - CMDB - .
, , CMDB -
. , CMDB- .
CMDB - .Federation CMDB -
. , CMDB -
COBIT -
" Sarbanes Oxley
:
, , , , ,
.
CobIT
IT ,90 - ( ) ITGI - ISACA " (Framework)
.
, ( ,)
.IT - (Governance) .
" 12 -
: - BSM
Microsoft Word DSL

MS Word
.
Definitive Software Library -DSL

. DSL -
DSL- .
.
. DSL - DSL-
:
,( )
(ITIL ) ,
.BSM
IT Governance
Governance , . Organizational Governance
. : .
.Organizational Governance - - IT Governance
: IT Governance - , , IT -
; IT- ; IT- " ("") ;( ) Business- IT- ""
.IT - ; IT -
: - BSM
ITIL ,

.
, ,
ITIL BSM

.(" , ,)
ITIL (Information Technology Infrastructure Library)

best practices , 80- ( ) CCTA "
, IT- (Alignment)"" ITIL . IT-
. IT
IT- Service Management 10- ITIL -
. ()
.IT - ITIL
Capacity Management -
CPU

.( , )

.
ITIL Service Delivery

,ITIL Service Management-
.
Capacity Management ;IT- Service Level Management :
- - Availability Management ; Continuity Management ;"
.( , ) IT- Financial Management ; ( ,) IT
" 12 -
" 12 -
: - BSM
Incident Management
. " "
Problem
.""- Management
,/
, , .
Change-
.Management
Release-
.Management
(") CMDB-
Configuration-
.Management
ITIL Service Support

Delivery- ,ITIL Service Management-
.
:
(' ,) IT- Change Management
Configuration Management
Release Management
Events- Incident Management
Problem Management
Help Desk- Service Desk
IT
,
,
.
Key Performance Indicators (KPIs)

. ,
.
: - BSM
Asset Management
,
.IT -
Office of the CIO

. , , , , , IT-
Performance Management
, , :
.(KPIs)
PPM - Project Portfolio Management
" , ,
. , .
Service Delivery Manager
. -ITIL
Service Delivery- . IT- ,
IT- . IT- (SLA) Manager
Service Delivery- , . , IT
IT- ,SLA- Manager
.SLA-

.
IT- SLA
SLA-
.
" 12 -
: - BSM
Service Impact Management

,

"
.
SIM - Service Impact Management

(-/ , )
. ,
.
CMDB- (Business Service Model) Service Impact Management
( ) SIM- .
.

Firewall - ,
.
,
, ,
, , ,
.
SLM - Service Level Management

" : SLM- .Service Delivery - ITIL - SLM -
. IT - IT - " , IT -
SLA . IT - Service Level Agreement (SLA) - SLM -
,Underpinning Contract (UC) , ,Operational Level Agreement (OLA) ,
.
BI-Business Intelligence
An investment in knowledge always pays the best interest
Benjamin Franklin
BI

A little knowledge that acts is worth
infinitely more than much knowledge
that is idle
Kahlil Gubran, The Prophet
?BI
Business Intelligence - BI
, , ,
, : .
.
, , ,) :
. - " .(
Enterprise Performance) EPM . BI-
. (Management
Business Intelligence Platform
. business performance-
" 12 -
? BI
- BI
BI-

.(") dashboard- Excel

"
"

.
Budget Management
,) , ,- :
. , , , ,( ,

Data
Mining
.
Customer Retention
.
? EIM
-BI
BI-

.
Customer Segmentation
, . /
.
(Enterprise Performance Management) EPM

,

,

.
Strategy Execution

DW-
)
(
,
, , )
.(?
8
Web Analytics
.( ) WEB-
: .
Web mining ; data Web housing ; e-business intelligence; e- business analysis ; e-intelligence. Click stream analysis
" 12 -
-BI
:
Revenue Generation
( )
"
.

( )
,
.

.( , , )
Current Business
Process
Optimization
Opportunity
Creation
Operational
Efficiency
Development
Efficiency
business
.
8
Cost Reduction
New Business
: - BI

,
TCA )
.(

,
.
Activity-Based Costing (ABC)

)
.(
Activity-Based Management (ABM)
:
:-
.
Ad hoc reports
.
.
(" ,ABC ) ABM

.
SQL . ,
.Ad hoc query tool " " ,
" 12 -

:

:

.X

.
.Y
OLAP; Data Mining; Analytics Tools; End User Tools
For Ad Hoc Query & Analysis; Enterprise Class Query
Tools; Dashboards.
8
: - BI
Balanced Scorecard Tool
, " Balanced Scorecard
.
vision-
.
.
Business Intelligence Tools

.
: - BI
dashboard
" " .
( )
.( )
Dashboards
." " " ,
.
.
Data Mart
Data Mining
. .
. ,
.
. ,-
" 12 -
: - BI
DWH - Data WareHouse
, .
. BI , ,
.(") Data Mart- DWH Central DWH
.DWA DWH Administrator DWH-
. " ,Star Scheme ,DWH
,-
%01 ,%5-
?
OLAP - Online Analytical Processing
.ERP-
.CRM-
Operational reports
. ,
.(?What If) (?Why) OLAP
.(DWH) ,
.(ad-hoc) - (predefined)
.
: - BI
: -
.
Predefined/Formatted Reports
" .IT- "
. . "
: -
.
-
.
Publishing
"" ,
.
" 12 -
B2B
Business to Business
Coming together is a beginning; keeping together is progress; working together is success.
Henry Ford
B2B
?B2B
The Dell Theory stipulates: no two

countries that are both part of a major
global supply chain, such as Dell's,
will ever fight a war against each other
as long as they are both part of the
same global supply chain, because
people embedded in major global
supply chains don't want to fight oldtime wars any more.
. last mile- B2B-

, ERP ,
. , ERP
.
( )
; ;
, , , : ;
. ,
, ,
.( ) ( , )
,Just in time, Just in place , , , , ,
.B2B " "
. B2B , ,
....To Be or not To Be B2B
Thomas Friedman,
The World is Flat
? B2B
B2B

. , ,
B2B
(visibility) .
:
, / -
- ;
; "" , "
, , -
.
, B2B
, ,
.
. , ,
- B2B
B2BC - (Business to Business Customer)
- . /
- .
.
SCM (Supply Chain Management) -
.
. , , , ,
.
E-Commerce -
/
- (Auctions) : .
-(Exchange) ; - (Reverse Auctions) ;
.
? B2B
- B2B
B2B

.
SRM (Supplier Relationship Management) -

.
" , ,
.( ) "
, SRM ,
.
B2B
, ,
.

.
PRM (Partner Relationship Management) -

.
. ,(demand creation) , ,
- B2B
Revenue Generation
( )
"
.

( )
,
.
)
.( , ,
Current Business
Process
Optimization
Opportunity
Creation
Operational
Efficiency
Development
Efficiency
business
.
10
Cost Reduction
New Business
: - B2B
CRM :
CRM-
.

.
B2B Gateway) :
(
,
.
B2B consolidation
XML '
. ,FTP
'
.HTTPS Web Services

.
B2B Gateway
11
. B2B
.
, , , :
.
: - B2B
retail-
.
: ,
. , , ,
B2B HUB
. B2B -
,
.( ,)
,
.
CIDX (Chemical Industry Data Exchange)
. - OrderRequest
- PaymentProposalRequest
.
cXML (Commerce eXtensible Markup Language)

. , XML
12
: - B2B
,)
(

( ) UDDI
" "
ebXML (Electronic Business using eXtensible Markup Language)

, , XML
.
. e-commerce (Patterns) .
.OASIS- UN/CEFACT :
"850"- UN/EDIFACT- "ORDERS" -Purchase

.X12-
"018"- UN/EDIFACT- "INVOIC" -Invoice
.X12-
EDI (Electronic Data Interchange)

. , ,
. , ,
.ANSI ASC X12 - UN/EDIFACT :
, - Horizontal e-marketplaces
.' ,
, - Vertical e-marketplaces
.' ,
e-marketplaces
, ,e-procurement ,
.
" : Horizontal e-marketplaces
. Vertical e-marketplaces . "primary business"- ,
13
: - B2B

.
.

.
HIPPA (Health Insurance Portability and Accountability Act)

"
, .
. .
, "

B2B- .
. AS2
MFT (Managed File Transfer)

. , , , ,
, ( HTTP, FTP, MQ)
.
- PIP 4B2: Notify of Shipment Receipt

,
.
- PIP 4B3: Notify of Consumption

.
RosettaNet
14
. XML
. - RosettaNet Partner Interface Processes (PIPs)

Once a new technology rolls over
you, if you're not part of the
steamroller, you're part of the road.
Stewart Brand
, ."Buzzword" - ( ) (? BT ) IT-
.

.BizzWords Buzzwords
, , ,
? ?
, 17 , ,
. , ." "
. , BT- Business-
" 12 -

: " " ,
Operation Efficiency -
) (
"
.
Process Optimization -
(
)
. ,
Development Efficiency -

.( , , )
Revenue Generation
Process
Optimization
Opportunity
Creation
Operational
Efficiency
Development
Efficiency
Current Business
New Business
Opportunity Creation -
business
.
Cost Reduction
Progress lies not in enhancing what

is, but in advancing toward what will
be.
: , "" . 17- 17
.
. /
.( ') Technology Value Radar-
) Buzzwords -
.(
Kahlil Gibran
. , IT - WikIT - " Buzzwords-

.
" 12 -

Price is what you pay; Value is what
you get
Varren Buffet

Business Applications
BI - Business Intelligence
KM & ECM - Knowledge Management
& Enterprise Content Management
ERP - Enterprise Resource Planning
Business Relations
CRM - Customer Relationship
Management
Web 2.0
B2B - Business to Business
e-business
Business Middleware
EIM - Enterprise Information
Management
SOA & BPM - Service Oriented
Architecture & Business
Process Management
Business Governance
BC - Business Continuity
Offshore
Talent Management
BSM - Business Service Management
IT Governance
Open Source
Infrastructure
Virtualization
Security

Matrix Bt1

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Matrix Bt1

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The BT*

I agree completely with my son James

... , web 2.0

Bottom WEB 2.0-

Web 2.0 Tim Orielly http://radar.oreilly.com

MMOG- Massively Multiplayer Online Game

An Overview of network effects http://oz.stern.nyu.edu/io/network.html

Virtualization is a classic case of

Data Center Management -

Windows 2003, Netware, Linux

Guest Operating System -

High-level language virtual machines

Virtualization Hardware Support -

Virtual Machine Monitor -

" , Talent Management

Information System Implementation -

Information System Implementation Optimization

EPSS - Electronic Performance Support System -

LMS - Learning Management System -

OJT - On The Job Training

QRG - Quick Reference Guide

Super/ Key Users

TTT - Train The Trainer

Training Needs Assessment -

It is not the strongest of the species

Charles Robert Darwin

.2002 The single, most-important theme in modern application development is SOA"

(Enterprise Integration) EI SOA

.PeopleSoft ,Siebel ,SAP

BAM - Business Activity Monitoring

BPA - Business Process Analysis

BPEL - Business Process Execution Language

BPM - Business Process Management

EAI - Enterprise Application Integration

ESB - Enterprise Service Bus

Service Registries and Repositories

" " Web Service

Web Service (WS)

The future is here, it's just not widely

Operational Excellence & Cost Reduction

Free Software Foundation -

GNU Distribution - /GNU

Peer Review - Quality Ensurance

Columbus reported to his king and

Thomas L. Freidman, The World Is Flat

.Offshore- Attrition Rate

BPO- Business Process Outsourcing

IP (Intellectual Property) protection

ODC - Offshore Development Center

.Time Zone , Offshore

SLA- Service Level Agreement

SOW - Statement Of Work

"The only truly secure system is one

." " " "

Operational Risk Management

SLA (Service Level Agreement)

Mobile Workforce Management -

FW- Policy "

Enterprise Gateway Security

Enterprise Policy Management -

Self Hacking Penetration Testing

SSL - Secure Sockets Layer

Virtual Private Network - VPN