Systems Analysis and Design, Twelfth Edition
By Scott Tilley
Table of Contents:
PHASE 1: SYSTEMS PLANNING
Chapter 1
Introduction to Systems Analysis and Design Learning Objectives 2
1.1 Information Technology 3
1.1.1 The Changing Nature of Information Technology 3
1.1.2 Systems Analysis and Design 4
1.1.3 What Does a Systems Analyst Do? 4
1.2 Information Systems 4
1.2.1 Hardware 5
1.2.2 Software 5
1.2.3 Data 6
1.2.4 Processes 7
1.2.5 People 7
Case in Point 1.1: Data Breaches 8
1.3 Internet Business Strategies 8
1.3.1 The Internet Model 8
1.3.2 B2C (Business-to-Consumer) 8
1.3.3 B2B (Business-to-Business) 9
1.4 Modeling Business Operations 9
1.5 Business Information Systems 11
1.5.1 Enterprise Computing 11
1.5.2 Transaction Processing 11
1.5.3 Business Support 12
1.5.4 Knowledge Management 13
1.5.5 User Productivity 14
1.5.6 Digital Assistants 15
1.5.7 Systems Integration 15
Case in Point 1.2: Autonomous Vehicles 15
1.6 Organizational Information Models 16
1.6.1 Functions and Organizational Levels 16
1.6.2 Top Managers 16
1.6.3 Middle Managers and Knowledge Workers 17
1.6.4 Supervisors and Team Leaders 17
1.6.5 Operational Employees 17
1.7 Systems Development 17
1.7.1 Structured Analysis 18
1.7.2 Object-Oriented Analysis 21
1.7.3 Agile Methods 22
1.7.4 Prototyping 24
1.7.5 Tools 24
1.8 The Information Technology Department 26
1.8.1 Application Development 27
Case in Point 1.3: Global Hotels and Momma’s Motels 27
1.8.2 Systems Support and Security 27
1.8.3 User Support 28
1.8.4 Database Administration 28
1.8.5 Network Administration 28
1.8.6 Web Support 28
1.8.7 Quality Assurance (QA) 28
1.9 The Systems Analyst 28
1.9.1 Role 28
1.9.2 Knowledge, Skills, and Education 29
1.9.3 Certification 31
1.9.4 Career Opportunities 32
1.9.5 Trends in Information Technology 33
A Question of Ethics 35
1.10 Summary 35
Key Terms 37
Exercises 42
Chapter 2
Analyzing the Business Case Learning Objectives 44
2.1 Strategic Planning 45
2.1.1 Strategic Planning Overview 45
Case in Point 2.1: Pets for Rent 45
2.1.2 SWOT Analysis 45
2.1.3 The Role of the IT Department 46
2.2 Strategic Planning Tools 47
2.3 The Business Case 47
2.4 Systems Requests 49
2.5 Factors Affecting Systems Projects 50
2.5.1 Internal Factors 50
2.5.2 External Factors 52
2.6 Processing Systems Requests 54
2.6.1 Systems Request Forms 54
2.6.2 Systems Request Tools 54
2.6.3 Systems Review Committee 54
Case in Point 2.2: Attaway Airlines, Part One 55
2.7 Assessing Request Feasibility 56
2.7.1 Feasibility Studies 56
2.7.2 Operational Feasibility 57
2.7.3 Economic Feasibility 57
2.7.4 Technical Feasibility 58
2.7.5 Schedule Feasibility 58
2.8 Setting Priorities 59
2.8.1 Dynamic Priorities 59
2.8.2 Factors That Affect Priority 59
2.8.3 Discretionary and Nondiscretionary Projects 60
Case in Point 2.3: Attaway Airlines, Part Two 60
2.9 The Preliminary Investigation 60
2.9.1 Planning the Preliminary Investigation 61
2.9.2 Performing the Preliminary Investigation 61
2.9.3 Summarizing the Preliminary Investigation 68
A Question of Ethics 69
2.10 Summary 69
Key Terms 70
Exercises 72
Chapter 3:
Managing Systems Projects Learning Objectives 74
3.1 Overview of Project Management 75
3.1.1 What Shapes a Project? 75
3.1.2 What Is a Project Triangle? 75
3.1.3 What Does a Project Manager Do? 76
3.2 Creating a Work Breakdown Structure 76
3.2.1 Gantt Charts 76
3.2.2 PERT/CPM Charts 77
3.2.3 Identifying Tasks in a Work Breakdown Structure 78
Case in Point 3.1: Sunrise Software 80
3.2.4 Factors Affecting Duration 80
3.2.5 Displaying the Work Breakdown Structure 81
3.3 Task Patterns 82
3.3.1 Using Task Boxes to Create a Model 82
3.3.2 Task Pattern Types 83
3.3.3 Working with Complex Task Patterns 84
Case in Point 3.2: Parallel Services 85
3.4 The Critical Path 85
3.4.1 Calculating the Critical Path 85
3.5 Project Monitoring and Control 87
3.5.1 Monitoring and Control Techniques 87
3.5.2 Maintaining a Schedule 87
3.5.3 Tasks and the Critical Path 87
3.6 Reporting 87
3.6.1 Project Status Meetings 88
3.6.2 Project Status Reports 88
3.6.3 Dealing with Problems 88
3.7 Project Management Software 89
3.8 Risk Management 93
3.9 Managing for Success 94
Case in Point 3.3: Just-in-Time Software 95
3.9.1 Business Issues 95
3.9.2 Budget Issues 95
3.9.3 Schedule Issues 96
A Question of Ethics 96
3.10 Summary 96
Key Terms 98
Exercises 100
PHASE 2 : SYSTEMS ANALYSIS
Chapter 4
Requirements Engineering Learning Objectives 104
4.1 System Requirements 105
4.1.1 Types of Requirements 105
4.1.2 Requirements Challenges 106
4.1.3 Additional Considerations 107
4.2 Team-Based Techniques 108
4.2.1 Joint Application Development 109
Case in Point 4.1: North Hills College 111
4.2.2 Rapid Application Development 111
4.2.3 Agile Methods 113
4.3 Gathering Requirements 114
4.4 Gathering Requirements Through Interviews 116
4.4.1 The Interview Process 116
4.5 Gathering Requirements Using Other Techniques 121
4.5.1 Document Review 122
4.5.2 Observation 122
4.5.3 Questionnaires and Surveys 123
4.5.4 Interviews Versus Questionnaires 124
4.5.5 Brainstorming 125
4.5.6 Sampling 125
4.5.7 Research 126
Case in Point 4.2: CyberStuff 127
4.6 Gathering Requirements in Agile Projects 127
4.7 Representing Requirements 128
4.7.1 Natural Language 128
Case in Point 4.3: Digital Pen Transcription 129
4.7.2 Diagrams 129
4.7.3 Models 131
4.8 Validating and Verifying Requirements 133
4.9 Tools 134
A Question of Ethics 137
4.10 Summary 137
Key Terms 139
Exercises 142
Chapter 5
Data and Process Modeling Learning Objectives 144
5.1 Logical Versus Physical Models 145
5.2 Data Flow Diagrams 145
5.3 Data Flow Diagram Symbols 146
5.3.1 Process Symbols 147
5.3.2 Data Flow Symbols 147
5.3.3 Data Store Symbols 149
5.3.4 Entity Symbols 151
5.3.5 Using DFD Symbols 152
5.4 Drawing Data Flow Diagrams 152
5.5 Drawing a Context Diagram 154
5.6 Drawing a Diagram 0 DFD 155
5.7 Drawing Lower-Level DFDs 158
Case in Point 5.1: Big Ten University 163
5.8 Data Dictionary 164
5.8.1 Documenting the Data Elements 164
5.8.2 Documenting the Data Flows 165
5.8.3 Documenting the Data Stores 166
5.8.4 Documenting the Processes 167
5.8.5 Documenting the Entities 167
5.8.6 Documenting the Records 167
5.8.7 Data Dictionary Reports 168
5.9 Process Description Tools in Modular Design 169
5.9.1 Process Descriptions in Object-Oriented Development 169
5.9.2 Modular Design
5.9.3 Structured English 170
5.9.4 Decision Tables 170
Case in Point 5.2: Rock Solid Outfitters (Part 1) 174
5.9.5 Decision Trees 175
Case in Point 5.3: Rock Solid Outfitters (Part 2) 175
A Question of Ethics 176
5.10 Summary 176
Key Terms 177
Exercises 179
Chapter 6
Object Modeling
Learning Objectives 180
6.1 Object-Oriented Analysis 181
Case in Point 6.1: TravelBiz 181
6.2 Objects 181
6.3 Attributes 183
6.4 Methods 183
6.5 Messages 183
6.6 Classes 184
6.7 Relationships Among Objects and Classes 186
6.8 The Unified Modeling Language (UML) 187
6.8.1 Use Case Modeling 187
6.8.2 Use Case Diagrams 189
Case in Point 6.2: Hilltop Motors 189
6.8.3 Class Diagrams 190
Case in Point 6.3: Train the Trainers, Inc. 191
6.8.4 Sequence Diagrams 192
6.8.5 State Transition Diagrams 192
6.8.6 Activity Diagrams 193
6.8.7 Business Process Modeling 194
6.9 Tools 195
A Question of Ethics 195
6.10 Summary 195
Key Terms 197
Exercises 199
Chapter 7
Development Strategies Learning Objectives 200
7.1 Traditional Versus Web-Based Systems Development 201
7.1.1 Traditional Development: In a traditional systems development environment 201
7.1.2 Web-Based Development: In a web-based systems development environment 202
7.2 Evolving Trends 202
7.3 In-House Software Development Options 203
7.3.1 Make or Buy Decision 203
7.3.2 Developing Software In-House 204
7.3.3 Purchasing a Software Package 205
7.3.4 Customizing a Software Package 206
7.3.5 Creating User Applications 207
Case in Point 7.1: Doug’s Sporting Goods 208
7.4 Outsourcing 208
7.4.1 The Growth of Outsourcing 208
7.4.2 Outsourcing Fees 209
7.4.3 Outsourcing Issues and Concerns 210
7.5 Offshoring 210
Case in Point 7.2: Turnkey Services 211
7.6 Software as a Service 211
7.7 Selecting a Development Strategy 211
7.7.1 The Systems Analyst’s Role 212
7.7.2 Analyzing Cost and Benefits 212
7.7.3 Cost-Benefit Analysis Checklist 213
Case in Point 7.3: Sterling Associates 214
7.8 The Software Acquisition Process 214
Step 1: Evaluate the Information System Requirements 214
Step 2: Identify Potential Vendors or Outsourcing Options 216
Step 3: Evaluate the Alternatives 217
Step 4: Perform Cost-Benefit Analysis 219
Step 5: Prepare a Recommendation 219
7.9 Completion of Systems Analysis Tasks 219
7.9.1 System Requirements Document 219
7.9.2 Presentation to Management 220
7.9.3 Transition to Systems Design 221
A Question of Ethics 222
7.10 Summary 222
Key Terms 224
Exercises 226
PHASE 3 : SYSTEMS DESIGN
Chapter 8
User Interface Design
Learning Objectives 228
8.1 User Interfaces 229
8.2 Human-Computer Interaction 230
Case in Point 8.1: Casual Observer Software 232
8.3 Seven Habits of Successful Interface Designers 232
8.3.1 Understand the Business 232
8.3.2 Maximize Graphical Effectiveness 232
8.3.3 Think like a User 233
8.3.4 Use Models and Prototypes 233
8.3.5 Focus on Usability 233
8.3.6 Invite Feedback 233
8.3.7 Document Everything 234
8.4 Guidelines for User Interface Design 234
8.4.1 Create an Interface That Is Easy to Learn and Use 234
8.4.2 Enhance User Productivity 235
8.4.3 Provide Flexibility 236
8.4.4 Provide Users with Help and Feedback 236
8.4.5 Create an Attractive Layout and Design 237
8.4.6 Enhance the Interface 238
8.4.7 Focus on Data Entry Screens 240
8.4.8 Use Validation Rules 243
8.4.9 Manage Data Effectively 245
8.4.10 Reduce Input Volume 245
Case in Point 8.2: Boolean Toys 246
8.5 Source Document and Form Design 246
8.6 Printed Output 247
8.6.1 Report Design 248
8.6.2 Report Design Principles 248
8.6.3 Types of Reports 250
Case in Point 8.3: Lazy Eddie 251
8.7 Technology Issues 251
8.7.1 Output Technology 252
8.7.2 Input Technology 254
8.8 Security and Control Issues 255
8.8.1 Output Security and Control 255
8.8.2 Input Security and Control 256
8.9 Emerging Trends 257
8.9.1 Modular Design 257
8.9.2 Responsive Web Design 258
8.9.3 Prototyping 258
A Question of Ethics 260
8.10 Summary 260
Key Terms 262
Exercises 266
Chapter 9
Data Design
Learning Objectives 268
9.1 Data Design Concepts 269
9.1.1 Data Structures 269
9.1.2 Mario and Danica: A Data Design Example 269
9.1.3 Database Management Systems 271
9.2 DBMS Components 272
9.2.1 Interfaces for Users, Database Administrators, and Related Systems 273
9.2.2 Schema 273
9.2.3 Physical Data Repository 273
9.3 Web-Based Design 274
9.4 Data Design Terms 275
9.4.1 Definitions 275
9.4.2 Key Fields 276
9.4.3 Referential Integrity 279
9.5 Entity-Relationship Diagrams 280
9.5.1 Drawing an ERD 280
9.5.2 Types of Relationships 280
9.5.3 Cardinality 283
Case in Point 9.1: TopText Publishing 284
9.6 Data Normalization 284
9.6.1 Standard Notation Format 285
9.6.2 First Normal Form 286
9.6.3 Second Normal Form 287
9.6.4 Third Normal Form 290
Case in Point 9.2: CyberToys 291
9.6.5 Two Real-World Examples 291
9.7 Codes 297
9.7.1 Overview of Codes 297
9.7.2 Types of Codes 298
9.7.3 Designing Codes 299
Case in Point 9.3: Madera Tools 300
9.8 Data Storage and Access 301
9.8.1 Tools and Techniques 301
9.8.2 Logical Versus Physical Storage 302
9.8.3 Data Coding 303
9.9 Data Control 305
A Question of Ethics 306
9.10 Summary 306
Key Terms 308
Exercises 313
Chapter 10
System Architecture
Learning Objectives 316
10.1 Architecture Checklist 317
10.1.1 Corporate Organization and Culture 317
10.1.2 Enterprise Resource Planning (ERP) 317
10.1.3 Initial Cost and TCO 318
10.1.4 Scalability 319
10.1.5 Web Integration 319
10.1.6 Legacy Systems 319
10.1.7 Processing Options 320
10.1.8 Security Issues 320
10.1.9 Corporate Portals 320
Case in Point 10.1: ABC Systems 321
10.2 The Evolution of System Architecture 321
10.2.1 Mainframe Architecture 321
10.2.2 Impact of the Personal Computer 322
10.2.3 Network Evolution 322
10.3 Client/Server Architecture 323
10.3.1 The Client’s Role 324
10.3.2 Client/Server Tiers 325
10.3.3 Middleware 326
10.3.4 Cost-Benefit Issues 326
10.3.5 Performance Issues 327
10.4 The Impact of the Internet 327
10.4.1 Internet-Based Architecture 328
10.4.2 Cloud Computing 328
10.4.3 Web 2.0 329
10.5 E-Commerce Architecture 329
10.5.1 In-House Solutions 330
10.5.2 Packaged Solutions 331
10.5.3 Service Providers 331
Case in Point 10.2: Small Potatoes 332
10.6 Processing Methods 332
10.6.1 Online Processing 332
10.6.2 Batch Processing 333
10.6.3 Example 333
10.7 Network Models 334
10.7.1 The OSI Model 334
10.7.2 Network Topology 335
10.7.3 Network Devices 337
10.8 Wireless Networks 338
10.8.1 Standards 338
10.8.2 Topologies 339
10.8.3 Trends 339
Case in Point 10.3: Spider IT Services 340
10.9 Systems Design Completion 341
10.9.1 System Design Specification 341
10.9.2 User Approval 342
10.9.3 Presentations 342
A Question of Ethics 343
10.10 Summary 343
Key Terms 346
Exercises 350
PHASE 4: SYSTEMS
IMPLEMENTATION
Chapter 11
Managing Systems Implementation
Learning Objectives 352
11.1 Quality Assurance 353
11.1.1 Software Engineering 353
11.1.2 Systems Engineering 353
11.1.3 International Organization for Standardization 355
11.2 Application Development 356
11.2.1 Review the System Design 356
11.2.2 Application Development Tasks 356
11.2.3 Systems Development Tools 357
11.3 Structured Development 359
11.3.1 Structure Charts 360
11.3.2 Cohesion and Coupling 361
11.3.3 Drawing a Structure Chart 362
11.4 Object-Oriented Development 364
11.4.1 Characteristics of Object-Oriented Development 365
11.4.2 Implementation of Object-Oriented Designs 366
11.4.3 Object-Oriented Cohesion and Coupling 366
11.5 Agile Development 367
11.5.1 Extreme Programming 368
11.5.2 User Stories 369
11.5.3 Iterations and Releases 369
11.6 Coding 369
11.7 Testing 370
11.7.1 Unit Testing 370
11.7.2 Integration Testing 372
11.7.3 System Testing 372
Case in Point 11.1: Your Move, Inc. 373
11.8 Documentation 373
11.8.1 Program Documentation 374
11.8.2 System Documentation 374
11.8.3 Operations Documentation 375
11.8.4 User Documentation 375
11.8.5 Online Documentation 376
11.9 Installation 378
11.9.1 Operational and Test Environments 378
11.9.2 System Changeover 379
Case in Point 11.2: Global Cooling 382
11.9.3 Data Conversion 382
11.9.4 Training 383
11.9.5 Post-Implementation Tasks 387
Case in Point 11.3: Yorktown Industries 391
A Question of Ethics 391
11.10 Summary 391
Key Terms 394
Exercises 398
PHASE 5: SYSTEMS SUPPORT AND SECURITY
Chapter 12
Managing Systems Support and Security
Learning Objectives 400
12.1 User Support 401
12.1.1 User Training 401
12.1.2 Help Desks 401
12.1.3 Outsourcing Issues 403
12.2 Maintenance Tasks 403
12.2.1 Types of Maintenance 404
12.2.2 Corrective Maintenance 404
12.2.3 Adaptive Maintenance 406
12.2.4 Perfective Maintenance 406
12.2.5 Preventive Maintenance 407
Case in Point 12.1: Outback Outsourcing, Inc. 407
12.3 Maintenance Management 408
12.3.1 The Maintenance Team 408
12.3.2 Maintenance Requests 409
12.3.3 Establishing Priorities 410
12.3.4 Configuration Management 411
12.3.5 Maintenance Releases 412
12.3.6 Version Control 412
12.3.7 Baselines 414
12.4 System Performance Management 414
12.4.1 Fault Management 414
12.4.2 Performance and Workload Measurement 416
12.4.3 Capacity Planning 417
12.5 System Security 419
12.5.1 System Security Concepts 419
12.5.2 Risk Management 420
12.5.3 Attacker Profiles and Attacks 421
12.6 Security Levels 423
12.6.1 Physical Security 423
Case in Point 12.2: Outer Banks County 426
12.6.2 Network Security 426
12.6.3 Application Security 429
12.6.4 File Security 431
12.6.5 User Security 432
12.6.6 Procedural Security 434
Case in Point 12.3: Chain Link Consulting, Inc. 434
12.7 Backup and Recovery 435
12.7.1 Global Terrorism 435
12.7.2 Backup Policies 435
12.7.3 Business Continuity Issues 436
12.8 System Retirement 437
12.9 Future Challenges and Opportunities 438
12.9.1 Trends and Predictions 438
12.9.2 Strategic Planning for IT Professionals 440
12.9.3 IT Credentials and Certification 441
12.9.4 Critical Thinking Skills 442
12.9.5 Cyberethics 442
A Question of Ethics 443
12.10 Summary 443
Key Terms 446
Exercises 452
Glossary 453
Index 471