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Contents
Foreword xv
Introduction xvii
Chapter 1 The Role of Business Process Virtualization
in Your Business 1
What Is Business Process Virtualization? 5
The Role of Technology 6
The Role of Executive Management 8
The Role of Information Technology Implementers 9
The Role of the Board of Directors 10
Other Roles 11
What Is Incrementalization? 12
One Process at a Time 13
Horizontal Incrementalization 13
Vertical Incrementalization 14
What Is Technology’s Impact on Business Models? 14
Why Alan Greenspan Was Only Partially Correct
with “Irrational Exuberance” 14
Technology and BPV 15
Summary 17
References 18
Chapter 2 History Lessons: Why Conventional Business Models
No Longer Work 19
What Business Are You In? Why Firms Should Focus
on Their Core Business and Not Make IT a Core
Competency 25
Internet-Based Business Models 27
Why More Data Is Not the Answer 28
The Paradox of Too Much Data: Poor Decisions 29
The Paradox of Information Poverty and Data Overload 29
The Role of Wall Street Analysts and Industry Analysts 30
Decision Modeling: A Way to Translate Data
into Information 31
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Summary 38
Case Study: vCustomer Corporation, Seattle, Washington
(www.vcustomer.com) 40
Company Background 40
Company Overview 40
Network Overview 41
Security 42
Management’s Attitude Toward Technology for the
Business 42
The Planning Process 43
Decision Metrics for Implementation 44
Barriers to Implementation 44
Lessons Learned in the Testing Phase 45
Unforeseen Benefits of Implementation 45
Unforeseen Barriers to Implementation 46
Future Plans for Business Process Virtualization 46
Words of Advice 46
References 47
Chapter 3 Capitalizing on Enabling Technologies 49
A Day in the Life of a Virtual Employee 51
Scott, You Were Right: The Network as a Computer 52
Distributed Storage 56
Distributed Intelligence: Policy-Based Management 59
Intelligent IP Switch Fabric 61
AVVID 62
Summary 64
Case Study: Teletext, United Kingdom
(www.teletext.com) 66
Company Background 66
Company Overview 66
Network Overview 67
Security 68
Management’s Attitude Toward Technology
for the Business 68
The Planning Process for the Office Moves 69
Decision Metrics for Implementation 69
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Barriers to Implementation 70
Lessons Learned in the Testing Phase 70
Unforeseen Benefits of Implementation 70
Unforeseen Barriers to Implementation 71
Future Plans for Business Process Virtualization 71
Words of Advice 71
ROI 72
Chapter 4 Capitalizing on Enabling Applications 73
VoIP 75
Streaming Media 80
Follow-Me IP Addresses 81
Summary 83
Case Study: KnowledgeNet (www.knowledgenet.com) 84
Company Background 84
Company Overview 84
Network Overview 85
Security 86
Management’s Attitude Toward Technology
for the Business 87
The Planning Process 87
Decision Metrics for Implementation 88
Barriers to Implementation 89
Lessons Learned in the Testing Phase 89
Unforeseen Benefits of Implementation 90
Unforeseen Barriers to Implementation 90
Future Plans for Business Process Virtualization 91
Words of Advice 91
ROI 91
Chapter 5 Capitalizing on a Virtual Presence 93
Telecommuting 96
VLANs 100
Intranets 102
Extranets 104
Webification and Portals 105
Summary 106
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Case Study: ARUP Laboratories, Inc. 108
Company Background 108
Company Overview 108
Network Overview 109
Security 110
Management’s Attitude Toward Technology
for the Business 110
The Planning Process 111
Decision Metrics for Implementation 112
Barriers to Implementation 112
Lessons Learned in the Testing Phase 113
Unforeseen Benefits of Implementation 114
Unforeseen Barriers to Implementation 114
Future Plans for Business Process Virtualization 114
Words of Advice 115
ROI 116
Reference 116
Chapter 6 Capitalizing on Outsourcing 117
Why You Don’t Want to Manage 100 Percent
of Your Infrastructure 120
Ways to Safeguard Your Business Infrastructure 124
How to Select an Outsourcer 128
Summary 131
Case Study: InfoWorld Media Group 132
Company Background 132
Company Overview 132
Network Overview 133
Security 133
Management’s Attitude Toward Technology
for the Business 134
The Planning Process 135
Decision Metrics for Implementation 135
Barriers to Implementation 136
Lessons Learned in the Testing Phase 136
Unforeseen Benefits of Implementation 137
Unforeseen Barriers to Implementation 137
Future Plans for Business Process Virtualization 138
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Words of Advice 138
ROI 138
Chapter 7 Internal Security Implications of Managing
the BPV-Centric Company 141
The Importance of Internal Security 142
Safeguarding the Company’s
Intellectual Property 145
Directory-Enabled Policy-Based Management 147
Role-Based Access Control 150
Quality of Service 151
Summary 152
Case Study: Motorola (www.motorola.com) 153
Company Background 154
Company Overview 154
Network Overview 154
Security 155
Management’s Attitude Toward Technology
for the Business 155
The Planning Process 156
Decision Metrics for Implementation 156
Barriers to Implementation 157
Lessons Learned in the Testing Phase 157
Unforeseen Benefits of Implementation 158
Unforeseen Barriers to Implementation 158
Future Plans for Business Process Virtualization 158
Words of Advice 159
ROI 159
Chapter 8 Financial Implications of BPV on Conventional
Businesses 161
Reduced Costs 163
The True Total Cost of Ownership 164
The ROI for a Virtualized Business 169
Knowledge of Customer Issues 172
Improved Decision Making 173
Competitive Advantages of a Virtualized Corporation 174
Summary 175

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