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??? The tenth chapter is entitled ???Information System Development Failure and Complexity:
A Case Study???. It examines the causes of failure in a Web-based information system
development project and finds out how complexity can lead a project towards failure.
This chapter indicates that learning from an Information System Development Project
(ISDP) failure plays a key role in the long-term success of any organization desirous
of continuous improvement via evaluation and monitoring of its information systems
(IS) development efforts.
??? The eleventh chapter is entitled ???SLA Monitoring of Presence-Enabled Services: A New
Approach Using Data Envelopment Analysis (DEA)???. It indicates that the concept of
presence was initially associated with instant messaging service allowing an end user
to recognize the presence of a peer online to send or receive messages, and that now the
technology has grown to include various services like monitoring performance of any
type of end user device and services that are accessible from anywhere, any time. IT
indicates also that the need for enhanced value remains the driving force behind these
services such as the Voice over Internet Protocol (VoIP) ones.
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