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The present paper introduces a hybrid technique to measure the expertise of users by analyzing their profiles and activities in social networks. Currently, both job seekers and talent hunters are looking for new and innovative techniques to filter jobs and candidates where candidates are trying to improve and make their profiles more attractive. In this sense, the Skillrank approach is based on the conjunction of existing and well-known information and expertise retrieval techniques that perfectly fit the existing web and social media environment to deliver an intelligent component to integrate the user context in the analysis of skills confidence. A major outcome of this approach is that it actually takes advantage of existing data and information available on the web to perform both a ranked list of experts in a field and a confidence value for every professional skill. Thus, expertise and experts can be detected, verified, and ranked using a suited trust metric. An experiment to validate the Skillrank technique based on precision and recall metrics is also presented using two different datasets: (1) ad hoc created using real data from a professional social network and (2) real data extracted from the LinkedIn API.
Interactions among people have substantially changed since the emergence of social networks, the expansion of the Internet and the proliferation of connected mobile devices, and so have the possibilities of collaborative learning, with the inclusion of new e-learning platforms. From this point, assessing human knowledge in these virtual environments is not a trivial task. This work presents a novel cloud-computing-based service which relies on advanced artificial intelligence mechanisms to infer knowledge and interest from users considering the aggregated data presented from/to these users in different social networks. This way it is possible to assess with a certain degree of confidence the user knowledge level in different topics as well as recommend additional specific education related to his/her former studies in order to get a better/desired job.
In this article we argue that smart items and cloud computing can be powerful enablers of servitization as business trend. This is exemplified by an application scenario in healthcare that was developed in the context of the OpSIT-Project in Germany. We present a three-level architecture for a smart healthcare infrastructure. The approach is based on a service-oriented architecture and extends established architectural approaches developed previously at our group. More specifically, it integrates a role model, a layered cloud computing architecture, as well as a fog-computing-informed paradigm in order to provide a viable architecture for healthcare and elderly-care applications. The integration of established paradigms is beneficial with respect to providing adequate quality of service and governance (e.g., data privacy and compliance). It has been verified by expert interviews with healthcare specialists and IT professionals. To further demonstrate the validity of this architectural model, we provide an example use-case as a template for any kind of smart sensor-based healthcare infrastructure.
Information overload is becoming bigger as internet grows. This entails several problems such as difficulty in finding information and redundancy of knowledge. In this paper, a solution of these problems is presented as a global representation of knowledge based on human perception, and modelled by means of ontologies. In this study we present the approach with several advantages as well as some drawbacks related to state of the art technologies.
Use of cloud computing in healthcare is a promising trend, particularly in utilization of smart items. Access, affordability and quality to proper healthcare is a great challenge in world society. With the utilization of smart sensors, there are possibilities to improve the quality of healthcare services whenever needed. Hence, such smart items services lead to economic advantages for the whole healthcare system. Keeping in mind these opportunities as well as challenges such as security or legal issues, it is important to bring healthcare and IT together. As a result, healthcare business processes need to be modeled in order to provide IT solutions tailored for practice-oriented applications. In this paper, we present a three-level architecture for a smart healthcare infrastructure. Our approach is based on recent literature work and results from conducted expert interviews with healthcare specialists and IT professionals. To demonstrate the applicability of this architecture model, we provide an example use-case as a template for any kind of smart sensor-based healthcare infrastructure.
Objectives/rationale: Healthcare systems all over the world are facing difficult challenges that have a direct impact and influence the delivery of healthcare services. As a response healthcare institutions are relying in the implementation of Information and communication technologies (ICTs) to overcome difficulties and satisfy patients’ demands in a cost-effective way adopting new technologies capable to innovate, extend, and redefine the way healthcare has been delivered for decades. New technological innovations such as Internet of things (IoT), Smart item technology, and cloud computing can improve the traditional e-healthcare system and extend service provision beyond the hospital facilities by using wireless sensor networks (WSN) and radio frequency identification devices (RFID), providing a new type of services advertised as “smart.” This type of services, enable doctors to treat patients remotely and allows people to do their normal daily routines, occupations, and activities while receiving appropriate, timely, and high-quality ubiquitous healthcare services.
Methods: An exploratory study is performed to review the route towards smart healthcare services, emphasizing the use of information and communication technologies (ICTs) and smart item technology as enhancers for smart healthcare services provision.
Results/findings: A new technological infrastructure promises to transform medical practice and disease prevention by empowering healthcare institutions with smart items for remote patient monitoring eliminating time-wasting procedures, reducing health costs, improving quality of service and patients satisfaction.
Implications/conclusions: Traditional e-healthcare system is transitioning into an interconnected smart-healthcare system potentiated by new technological advances capable to extend healthcare service provision and offer smart healthcare services.
Die Umsetzung von IT-Service-Support-Prozessen auf der Basis des Referenzmodells IT Infrastructure Library (ITIL) geschieht in vielen Unternehmen derzeit mit hoher Priorität. Obwohl zur Unterstützung der Support-Prozesse eine Vielzahl von Softwarelösungen zur Verfügung stehen, basieren diese heute nicht auf Service-orientierten-Architekturen. Die Vorteile einer Service-orientierten-Architektur werden daher im Rahmen des IT-Service-Supports nicht genutzt. Der Beitrag zeigt am Beispiel eines zentralen ITIL-Support-Prozesses, dem Incident-Management, wie dieser technisch auf der Basis von Web-Services umgesetzt werden kann. Die Grundlage bilden sechs Fallstudien, in denen die Gestaltung ITIL-basierter Support-Prozesse untersucht wurde. Aufbauend auf den Fallstudien wird ein generischer Incident-Management-Prozess definiert und mit Hilfe von Web-Services umgesetzt. Dabei kommen sowohl atomare als auch aggregierte Web-Services zum Einsatz. Für ein konkretes Service-Anliegen wird der Prozessablauf grafisch beschrieben. Die Umsetzung erfolgt exemplarisch unter Zuhilfenahme der Web Services Description Language (WSDL).
Due to an enhanced customer focus in the planning, development and delivery of IT services, service-oriented IT management has become increasingly important. This paper investigates to what effect service-oriented IT management has already been put into place in European companies. Benefit and cost categories of integrating service-oriented principles into IT management processes are analyzed. Additionally success factors for implementing serviceoriented IT management are investigated. For this purpose, six case studies were conducted. The situation of IT management before and after implementation was analyzed and comments are made on the corresponding transformation projects. Based on the case studies, this paper shows three typical benefit categories of service-oriented IT management. Eight cost categories for implementing and operating service-oriented IT management processes are discussed and six success factors of pertinent re-organization projects are identified. Findings can serve as guidelines for other IT organizations and can be used as enabler for getting informed decisions regarding the initiation of service-oriented IT management. Finally, the article highlights four current trends for service-oriented IT management and further research is outlined.
Web Services appear promising to facilitate interoperability and enable Dynamic Value Webs - the on-demand aggregation of services even across enterprise boundaries. However, past experiences have shown interoperability limitations in practice mainly due to information asymmetries on the Web Services markets. This Paper describes a service-oriented architecture for building Dynamic Value Webs in mobile environments using adaptive Location-Based Services. Our concept addresses the following three predominant difficulties: (1) service adaptivity to changing conditions in mobile environments, (2) interoperability including higher levels of semantics, and (3) assuring trustworthiness to all affected parties.
The application of wireless technologies in urban areas is at the beginning of a transformation. While municipalities worldwide have invested in deploying wireless access infrastructures, the services which build up on these and add value for individuals and organizations are still at their early stage. Especially for European municipalities there is still a looming potential. This paper explores the current status of municipal wireless adoption in Europe based on the analysis of 25 initiatives in European metropolitan areas and derives a setup approach for wireless city initiatives which focuses on the definition and evaluation of innovative services. The approach includes overall design requirements, a generic stakeholder analysis as well as clusters for innovative wireless services and is illustrated by a case example of an ongoing wireless city project in Germany.
Online Service Quality of Web-based E-Mail-Services: an Empirical Study for The German Market
(2009)
E-mail services represent an essential part of the IT landscape of enterprises. Besides in-house hosting, every company can make use of offers from specialized Application Service Providers (ASPs). Former research has shown a lack of transparency in the market for web-based services. This paper summarizes the results of a study on professional web-based e-mail services catering to the German-speaking market. This research mainly addresses following questions: What are the similarities and differences between the various services in the market? To which extent do the offered services meet a corporation's requirements? What kind of methodology can be used to analyze and to compare web-based services? And, with that in mind, do web-based e-mail-services represent a serious alternative to in-house hosting of e-mail-services? To answer these questions we compared information of selected service providers on the basis of a multi-scenario utility analysis.
The inherent quality of business processes increasingly plays a significant role in the economic success of an organization. More and more business processes are supported through IT processes. In this contribution, we present a new approach which allows the continuous quality improvement of IT processes by the interconnection of IT Infrastructure Library (ITIL) reference model and process mining. On the basis of the reference model, to-be processes are set and key indicators are determined. As-is processes and their key indicators derived by process mining are subsequently compared to the to-be processes. This new approach enables the design and control of ITIL based customer support processes which will be trialed in a practice case of a customer relationship management (CRM) system. The procedural models, as well as its results, are introduced in this publication.
In order to deliver services of high quality in a cost-effective manner, processes and their support through information technology (IT) play an increasingly significant role. We present an approach, which allows optimizing the service delivery through continual process improvement. This approach combines the 7-step improvement process recommended by ITIL with process mining. On the basis of suggestions derived from process mining, performance indicators of different services are determined and subsequently compared as part of an internal benchmark. The approach, which will be trialed in practice, enables the optimization of service delivery certainly, but it is also concerned with the most effective utilization of limited resources in terms of people and tools.
Netzbasierte Dienste, im englischen Sprachraum als Web-based Services oder Hosted Services bekannt, gewinnen zunehmend an Popularität. Zahlreiche Softwareanbieter präsentieren sich am Markt als Application Service Provider (ASP), d.h. als Anbieter netzbasierter Anwendungsdienste. Hierbei kann das ASP-Modell den einzigen Vertriebskanal darstellen (reiner ASP) oder aber als Ergänzung neben das klassische Lizenzmodell treten. Während junge Firmen (wie z. B. Salesforce.com) ihr Glück als reiner ASP versuchen, wählen etablierte Anbieter im Regelfall die zuletzt genannte Option SAP mit seinem ASP-Produkt mySAP.com ist hierfür eines der bekannteren Beispiele.
Pricing web services
(2007)
This paper focuses on the challenges associated with composing and pricing web services. We present the results of an online experiment, where subjects were confronted with a variety of choices and decisions relating to web service markets and service composition. Our analysis shows that people expect the price of a composite web service to be lower than the sum of the prices of the elementary services, that is, users are not willing to pay for aggregation by a third party. To obtain a viable business model for composite web services, non-standard pricing mechanisms, such as auctions and negotiations, possibly supported by electronic agents, have to be taken into consideration. Usage-based pricing schemes, combined with an option to switch to a flat subscription, seem most appropriate to penetrate the developing market for web services.
Das SaaS-Geschäftsmodell stellt IT-Abteilungen vor neue Herausforderungen und Möglichkeiten. IT-Abteilungen sind gefordert SaaS-Angebote in bestehende IT-Landschaften zu integrieren. Zudem können IT-Abteilungen selbst SaaS-Angebot bereitstellen und sich damit einen neuen Markt unternehmensintern und unternehmensübergreifend erschließen. GobiT und ITIL können für die Steuerung des SaaS-Lieferanten- und Kundenbeziehungsmanagement und für die SaaS-Produktion sinnvoll eingesetzt werden.
Business collaboration and information sharing becomes more and more important for companies, mainly driven by economics of scale and the strategic value of network knowledge. In this paper we will describe how process mining results will increase the willingness of cross company data aggregation and the usage of shared business collaboration infrastructures. The results of our contributions are based on process and data analyses in the customer relation management of a leading German passenger airline. As information sharing is considered a central challenge among supply chain partners, we describe the role of data aggregation as a requirement for process mining in collaborative infrastructures. Aggregating data on the one hand can preserve companies from compromising their local data. On the other hand valuable network information may get lost. We use process mining to derive collaborative business process models. Therefore, we evaluate the impact of data aggregation on the significance of process mining results.
Die Qualität von Geschäftsprozessen entscheidet zunehmend über den wirtschaftlichen Erfolg eines Unternehmens. Die Geschäftsprozesse werden immer stärker durch IT-Prozesse unterstützt. Der Beitrag zeigt, wie die IT-Prozesse auf der Grundlage des Referenzmodells IT Infrastructure Library (ITIL) optimiert und mithilfe von Kennzahlen und Process Mining gesteuert werden können. Hierfür werden auf Basis der Referenzprozesse Sollprozesse bestimmt und Sollkennzahlen festgelegt. Die Istprozesse und deren Kennzahlen werden mithilfe von Process Mining ausgewertet und anschließend mit den Sollprozessen verglichen. Insgesamt können Verbesserungspotenziale identifiziert und Handlungsempfehlungen abgeleitet werden. Die Gestaltung und Steuerung ITIL-basierter Customer-Support-Prozesse werden anhand eines Praxisfalles aus einem Customer-Relationship-Management-System erprobt. Vorgehensmodell und Ergebnisse werden in diesem Beitrag vorgestellt.
Cloud Computing is emerging as a predominant paradigm for obtaining and providing computing functionality in the enterprise. Organizations that are planning to use cloud computing offerings struggle with the question “How do I choose the right offering?” Cloud offerings exhibit a variety of pricing models and different levels of service and functionality. In this article the authors define first Cloud Computing in the context of IT Governance. Then they set criteria to compare different offerings at the level of Software-as-a-Service (SaaS). This is an important precondition for the reduction of the verifiable information asymmetry and uncertainty in the cloud market. Besides deficiencies on the supply side, regarding configuration, display and communication of service bundles, the limited knowledge of potential buyers is main reason for the modest adoption. The authors apply strategies derived from information economics to reduce this asymmetry by integrating information substitutes in the service marketplace description, thereby transforming experience and credence qualities into search qualities.
For organizations that plan to use online software applications via Internet one of the most important questions is, ”How do you choose the right ASP for the companies corporate needs?”. ASP marketplaces offer a plurality of pricing models and different levels of service. From whole system and whole service to single applications and methods, every digital product and service can be provided through an ASP marketplace. There is a need for ASP marketplaces, which gives the user a transparent insight into the ASP market. In this paper we define Application Service Providing in the context of Outsourcing. Then we analyze relevant software classes for ASP marketplaces. Finally we will set criteria to compare different levels of service of ASP marketplace. This paper gives an overview of key characteristics ASP marketplace provider must take into account by preparing the business process in order to successfully deliver application services.
Frictionless interoperation of business processes even across enterprise boundaries, complete up-to-date view of the overall status, and full remote control over the business parameters for individuals in charge – this is the holy grail of a “global real-time enterprise”. Yet a vision, a number of enabling technologies brought us closer to accomplishing the challenges: Sensing the position of mobile objects and processes status, distributing the status information with “zero latency”, discovering it according to specific demands across organisation boundaries, providing and securing uniform service-oriented access to all kinds of entities ranging from smart items to business processes, and aggregating the overwhelming variety of elementary services to form high-value composite services. In this chapter, we overview the enabling technologies that drive the development and further discuss market factors, security and privacy concerns, and standardization processes that have to be considered. Then we propose our SEMALON approach – the SEMAntic LOcation Network – intended as a basic infrastructure for discovery and composition of location based services. Finally we describe our experiences from a case study implementation – the NOMADS Campus – which is a distributed spatial information system for our campus at Humboldt University Berlin.
Purely knowledge-based activities are of an increasing importance for modern enterprises. Moreover, innovative companies are focusing entirely on such high-profile activities and outsourcing the supporting tasks. In this work we focus on university spin-outs as an example. Such companies often enjoy the provision of administrative infrastructure (e.g., accounting, facilities) within an ”incubator” area and can focus exclusively on innovation.
The transfer of research ideas to the marketplace typically involves selection and targeted prioritization of these ideas. Project Portfolio Management (PPM) can be a viable framework for this prioritization. The necessary structuring of project ideas can be provided by a standardized process with defined functions (data repository, project assessment, selection, reporting, and portfolio reevaluation).
While PPM is generally regarded as beneficial for large organizations, we show that similar benefits can be expected within innovative SMEs. In this work we discuss such benefits and related knowledge and learning strategies.
The inherent quality of business processes and their support through information technology (IT) increasingly plays a significant role in the economic success of an organization. More and more business processes are supported through IT services. In order to provide IT services with the required quality and at minimum costs, the importance of effective and efficient IT service management (ITSM) processes is crucial.
Das Buch „Web Mining - mit Kundenorientierung zum Geschäftserfolg“ verschafft dem Leser einen Einblick in die Welt des Web Mining. In einem ersten Teil werden die Herkunft, der Prozess sowie die Grenzen des Web Mining detailiert erläutert. Anhand eines praktischen Beispiels kommen nachfolgend Web Mining Tools zum Einsatz. So wird aufgezeigt, wie mit Hilfe von Auswertungen der Nutzerdaten Optimierungspotentiale entdeckt und wie daraus Handlungsempfehlungen abgeleitet werden können. Durch Anpassen der Websites an die zuvor gewonnenen Nutzerbedürfnisse lässt sich der Erfolg der Internetpräsenz erhöhen. Es wird also veranschaulicht dargestellt, welche Möglichkeiten z.B. Online-Shop-Betreiber besitzen, um den Umsatz des Unternehmens zu steigern.
Absolvent.de ist ein seit 1998 bestehendes Online-Jobportal, welches sich auf die Vermittlung von Jobs und Praktika für Hochschulabsolventen spezialisiert hat. Im Zuge eines bevorstehenden Relaunchs sollen neben den Funktionalitäten und eingesetzten Technologien auch das Corporate Design und das Webinterface Design erneuert werden. Die Entwicklung von Corporate Design und Webinterface Design für absolvent.de ist Gegenstand dieser Arbeit. Dazu werden im theoretischen Teil der Arbeit objektive Anforderungen und Funktionen des Corporate Designs und des Webinterface Designs genannt und erläutert. Im praktischen Teil werden am Beispiel des Online-Jobportals absolvent.de systematische Methoden für die Entwicklung eines den Anforderungen entsprechenden Corporate- und Webinterface Designs aufgezeigt und angewendet. Anhand des systematischen Vorgehens bei der Designentwicklung wird die schrittweise Verringerung der Komplexität der Aufgabenstellung deutlich und die entwickelten Ergebnisse werden plausibel und nachvollziehbar. Das Buch dient als Leitfaden bei der Entwicklung von Corporate Design und Webinterface Design und richtet sich somit an Grafik-, Web- und Interfacedesigner.
Das Internet spielt als Beschaffungs- und Informationsmedium eine immer größere Rolle. Vor allem konsumorientierte Unternehmen kommen an der virtuellen Dependance kaum noch vorbei. Das universitäre Lehrbuch Mittelstands-Shopsysteme: OPENSTORE Shopbuilder Pro begleitet mittelständische Unternehmen bei der Webshoperöffnung. Schwerpunkt des Lehrbuchs ist die technische Umsetzung vorhandener Webshopkonzepte. Zunächst analysiert Autor Gerrit Tamm die gängigen Prozesse eines Webshopsystems. Die Umsetzung der Abläufe wird anschließend am Beispiel der Mittelstandslösungen OPENSTORE und Shopbuilder Pro erläutert. Ausführliche Anleitungen beschreiben wichtige Aspekte wie Serverinstallation, die Integration von Datenbanken und Warenwirtschaftssystemen oder die Abbildung von Bezahl- und Sicherheitsverfahren. Von hohem Stellenwert sind dabei vor allem spezielle Funktionen wie Warenkörbe, Produktsuche oder standardisierte Webformulare. Details zu Seitengestaltung oder der Einrichtung automatischer E-Mail-Antworten ermöglichen eine individuelle Ausrichtung der Internetfiliale. Eine besondere Rolle spielt der laufende Betrieb. Zahlreiche Tipps und Tricks zeigen, wie sich bei Synchronisation, Upload oder Datensicherung Zeit und Geld sparen lässt. Nach Lektüre des Lehrbuchs ist der geneigte Leser in der Lage, Rahmenbedingungen zu analysieren, Anforderungen an den Webshop zu definieren, die richtige Software auszuwählen und das Projekt letztlich umzusetzen. Übungsaufgaben am Ende jedes Kapitels vertiefen das erlernte Wissen. Zusammenfassungen und zahlreiche Querverweise ermöglichen eine intuitive Einarbeitung in den Lehrstoff.
Mit diesem Buch erhalten Sie ein umfassendes Grundlagenwissen zum Thema eCommerce-Anwendungen. Nachdem ein detaillierter Überblick über die Geschäftsmodelle des E-Shop-Marktes, die wesentlichen Aspekte zum Kaufverhalten im Internet und die daraus resultierenden Anforderungen an die Gestaltung eines E-Shops gegeben wird, werden die Entscheidungskriterien für die Auswahl eines geeigneten Shopsystems erarbeitet. Dieses Lehrbuch vermittelt die hierfür notwendigen Kenntnisse über das World Wide Web, E-Shopsysteme und deren technische Anforderungen, liefert eine Einführung zum Online-Marketing und zur Kundenbindung und informiert über wichtige Aspekte zum Thema Sicherheit im elektronischen Geschäftsverkehr sowie des Internet-Rechts. Es soll den Leser befähigen, Kriterien für die Eignung eines Shopsystems für einen bestimmten Anwendungszweck zu erarbeiten, diese exemplarisch auf ausgewählte E-Shop-Modelle anzuwenden und den Aufbau eines E-Shops konzeptionell zu planen.
Dienstbasierte Architekturen bilden zunehmend eine attraktive Ergänzung zu den klassischen Geschäftsmodellen der Softwarenutzung. Das Buch erläutert die für webbasierte Dienste relevanten technischen und ökonomischen Konzepte. Anschließend werden unter Zuhilfenahme von empirischen Analysen und Experimenten aktuelle Markttrends und Marktprozesse beschrieben. Dabei gehen die Autoren auch auf die aus dem Konsumgüterbereich bekannten Vertrauensprobleme und Informationsasymmetrien ein und erörtern deren Konsequenzen für den Entwurf von erfolgreichen Geschäftsmodellen und Märkten. Einschlägige Fallstudien ergänzen die Darstellung.
RFID
(2010)
RFID bietet Unternehmen eine Vielzahl von Vorteilen im Bereich der Automatisierung und Prozesstransparenz. Gleichzeitig stellt die Technologie die Unternehmen vor technische, organisatorische, ökonomische, rechtliche und sozioökonomische Herausforderungen. In diesem Buch werden die grundlegenden Funktionen der RFID-Technologie und Lösungskonzepte zur Integration in die betrieblichen Informationssysteme vorgestellt. Insbesondere die Standards des Internet der Dinge' werden maßgeblich den Erfolg der RFID-Technologie beeinflussen. Für die RFID-Einführung in Unternehmen wird in diesem Buch ein methodisch fundiertes Vorgehensmodell präsentiert. Die während des Vorgehensmodells eingesetzten Entscheidungsmethoden zur Potential- und Wirtschaftlichkeitsanalyse werden ausführlich beschrieben und es wird auf unterstützende Softwarewerkzeuge verwiesen.
The continuous optimization of business processes is becoming an increasingly important factor for a company’s long-term success. Maturity models for business processes aim at maintaining a distinct quality of processes and help to determine the maturity level of the processes and the company’s maturity. Previous research has shown the lack of transparency and standardization for maturity models. In particular, existing maturity models were not scientifically compared and evaluated among themselves. Uncertainty and unawareness in selection and application of adequate
maturity models can be observed in applied science and practice. The aim of the scientific work was to evaluate existing business process maturity models in terms of strengths and weaknesses in order to provide a comprehensive and reliable knowledge-based on specific evaluation criteria setting. The conclusions have been used to take advantage of one of the pre-chosen models to measure the maturity of a business process. The examined models were CMMI, BPMM-OMG, PEMM and EDEN. The applied methodology consists of literature research, empirical findings and practical application. The empirical findings comprise a purpose-made questionnaire and an outcome weighted in terms of importance and / or appliance. A particular challenge of the research
was to compare the different maturity models based on their criteria, scales and general scope.
The aim of this paper is to investigate the motivations that lead higher education students to replace several Learning Management Systems (LMS) services with cloud file hosting services for information sharing and collaboration among them. The research approach is based on the Technology Acceptance Model (TAM). More specifically, the model is devoted to identifying barriers and enablers to the acceptance of these technologies. A questionnaire comprising three factors (Attitude toward using technology, Perceived ease of use and Perceived usefulness) was applied to a sample consisting of 121 higher education students. Results show that the
perceived ease of use of cloud file hosting services is above that of LMS tools and services and that cloud file hosting services presented higher levels of perceived usefulness than standard learning management tools. In addition, attitude toward using cloud file hosting services is well above that of using LMS tools.
Information overload is becoming bigger as internet grows. This entails several problems such as difficulty in finding information and redundancy of knowledge. In this paper, a solution of these problems is presented as a global representation of knowledge based on human perception, and modelled by means of ontologies. In this study we present the approach with several advantages as well as some drawbacks related to state of the art technologies.
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A key point that remains to be addressed is the assurance of service levels for end-user applications that rely on these provider models. This chapter describes an approach for addressing non-functional properties (NFPs) of services in service-oriented architectures (SOA). The approach is based on reference models such as the IT Infrastructure Library (ITIL) and the SOA life cycle model. It has been applied in several industrial settings in the telecommunications sector.
The purpose of this work is to provide a representative survey of current trends in the perception, assessment and adoption of cloud computing within the enterprise. Cloud computing can be regarded as the general principle for using and providing web and grid services. First, we provide a meta-study, where we evaluate existing and published empirical studies. Furthermore, we conduct and evaluate an own empirical study with a representative group of European and International enterprises. Key findings of the work include the significantly higher importance of Business Drivers for the adoption of cloud computing, as compared to Technical Drivers.
Enterprises today often strive to keep up with the paces of technological development. A particular case in point is the IT function where traditional governance approaches are often questioned by technology trends. Examples for such trends in the last ten years are the service-oriented architecture (SOA) and cloud computing. The introduction of SOA in the enterprise was one of the key enablers for cloud computing. Therefore, it can serve as a natural fit for bringing traditional IT governance approaches forward to the challenges of cloud governance. This article presents an approach for extending IT governance mindsets to the areas of SOA and cloud governance. It allows an IT organisation the adaptation and the continuous usage of already established governance knowledge and models during the adoption of cloud computing solutions. The authors also present an application case study where they demonstrate the feasibility of the approach in real-life scenarios in the context of an international telecommunication provider.
Knowledge of behavioral patterns of a system can contribute to an optimized management and governance of the same system, or of similar systems. While human experience often manifests itself as intuition, intuition can be notoriously misleading, particularly in the case of quantitative data and subtle relations between different data sets. This article augments managerial intuition with knowledge derived from a specific byproduct of automated transaction processing performance and log data of the processing software. More specifically, the authors consider data generated by incident management and ticketing systems within IT support departments. The authors’ approach utilizes a rigorous analysis methodology based on System Dynamics. This allows for identifying real causalities and hidden dependencies between different datasets. The authors can then use them to derive and assemble knowledge bases for improved management and governance in this context. This approach is able to provide more in depth insights as compared to typical data visualization and dashboard techniques. In the experimental results section, the authors demonstrate the feasibility of the approach. It is applied on real life datasets and log files from an international telecommunication provider and considered different improvements in management and governance that result from it.
Dependability should be considered throughout the phases of the SOA life cycle. This article proposes the application of a service level management approach to address dependability and presents dependability-related activities for every stage (Model, Assemble, Deploy, and Manage) of the SOA life cycle. Furthermore, we describe the concepts and the formalisms that are behind these activities. Following these activities service providers and aggregators can offer optimized levels of dependability from their existing services and thus better meet user requirements.
Cloud Computing is emerging as a predominant paradigm for obtaining and providing computing functionality in the enterprise. Organizations that are planning to use cloud computing offerings struggle with the question “How do I choose the right offering?” Cloud offerings exhibit a variety of pricing models and different levels of service and functionality. In this article the authors define first Cloud Computing in the context of IT Governance. Then they set criteria to compare different offerings at the level of Software-as-a-Service (SaaS). This is an important precondition for the reduction of the verifiable information asymmetry and uncertainty in the cloud market. Besides deficiencies on the supply side, regarding configuration, display and communication of service bundles, the limited knowledge of potential buyers is main reason for the modest adoption. The authors apply strategies derived from information economics to reduce this asymmetry by integrating information substitutes in the service marketplace description, thereby transforming experience and credence qualities into search qualities.
When optimizing IT operations organizations typically aim to optimize resource usage. In general, there are two kinds of IT resources - IT infrastructures and IT staff. An optimized utilization of these resources requires both quantitative and qualitative analysis. While IT infrastructures can offer raw data for such analyses, data about IT staff often requires additional preparation and augmentation. One source for IT staff-related data can be provided by incident management and ticketing systems. While performance data from such systems is often stored in logfiles it is rarely evaluated extensively. In this article we propose the usage of such data sources for IT staff behavior evaluation and also present the relevant augmentation techniques. We claim that our approach is able to provide more in-depth insights as compared to typical data visualization and dashboard techniques. Our modeling methodology is based on the approach of system dynamics. We also provide formal models and simulation results where we demonstrate the feasibility of the approach using real-life logfiles from an international telecommunication provider.
IT departments within enterprises often utilize incident management and ticketing systems. While performance data from such systems is often stored in logfiles it is rarely evaluated extensively. In this work we assess the applicability of an approach for extended evaluation of logged data from such systems. Our evaluation is focused on Key Performance Indicators (KPIs) and aims to discover more in-depth insights as compared to typical data visualization and dashboard techniques.
We also present a practical case study where we demonstrate the feasibility of the approach using real-life logfiles from an international telecommunication provider. Our modeling methodology is based on the approach of System Dynamics.
Service-oriented architecture (SOA) in the enterprise was one of the key enablers for cloud computing. Therefore, it can serve as a natural fit for bringing traditional IT governance approaches forward to the challenges of cloud governance. In this work we present an approach for mapping IT governance mindsets to the aspects of SOA governance. It allows an IT organisation the adaptation and the continuous usage of already established governance models during the adoption of cloud computing solutions. We also present an application case study where we demonstrate the feasibility of the approach in real-life scenarios in the context of an international telecommunication provider.
The smart grid development in Latin America shows a big gap in the amount of research and development when compared with the USA and EU where the topic has been active for almost 10 years. In this context two different models and expert surveys are used in this study to evaluate the readiness level of the city of Medellin to adopt smart grid technologies. The results of this study show that the City has the utilities, the knowledge, the universities and the human resource to become a role model in the region. But an effort to integrate all the actors and impulse a common agenda is required. The utility companies need to lead this development, but regulators, academia and industry must back up this endeavor and enable Medellin to lead the power grid development of the next years in the region.
Berlin ist eine der großen europäischen Hauptstädte mit einem breiten Angebot an öffentlichen Dienstleistungen (Public Services). 2003 hat der Berliner Senat den „Landesbetrieb für Gebäudebewirtschaftung" (LfG) gegründet, der die Facility Management Aktivitäten des Landes bündelt. Seit 2005 wird zusammen mit der TU Berlin der Einsatz innovativer Informations-technologien (IT) in diesem Bereich konsequent erweitert. Die Kombination aus einer unauffälligen (unobtrusiven) IT-Infrastruktur und einer flächendeckenden und kontextbezogenen Einsetzbarkeit wird oft als ambient bezeichnet und stellt sehr spezifische Anforderungen an die Gestaltung der Mensch-Maschine-Interaktionen. In diesem Beitrag wird die Gestaltung eines Systems für die Ver- und Entsorgung als Teil der Facility Management Aufgaben beschrieben. Ausgehend von der Beschreibung unseres Vorgehensmodells zur Erhebung der Ist-Prozesse und Usability Evaluation, werden in einem zweiten Schritt Nutzerprofile erstellt und die Ist-Prozesse um diese erweitert. Die zweite Hälfte des Beitrags beschreibt das eingeführte, ambiente Ver- und Entsorgungssystem, zusammen mit einigen Interaktionsszenarien. Abschließend erfolgt eine Evaluierung der Wirtschaftlichkeit und der Usability des Systems.