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Adams, Glenn W. "Financing infrastructure a financial nightmare for smaller municipalities /." Instructions for remote access. Click here to access this electronic resource. Access available to Kutztown University faculty, staff, and students only, 1995. http://www.kutztown.edu/library/services/remote_access.asp.
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Thesis (M.P.A.)--Kutztown University of Pennsylvania, 1995.Source: Masters Abstracts International, Volume: 45-06, page: 2928. Abstract precedes thesis as [2] preliminary leaves. Typescript. Includes bibliographical references (leaves 106-108).
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González, Flores María de la Paz. "ITIL (Information Technology Infrastructure Library) Descripción, Funcionamiento y Aplicaciones." Tesis de Licenciatura, Universidad Autónoma del Estado de México, 2015. http://hdl.handle.net/20.500.11799/99997.
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Siberski, Wolf. "A schema-based peer-to-peer infrastructure for digital library networks." [S.l.] : [s.n.], 2006. http://deposit.ddb.de/cgi-bin/dokserv?idn=983762465.
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Hasan, S. M. Shamimul. "A Semantic Web-Based Digital Library Infrastructure to Facilitate Computational Epidemiology." Diss., Virginia Tech, 2017. http://hdl.handle.net/10919/88386.
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Computational epidemiology generates and utilizes massive amounts of data. There are two primary categories of datasets: reported and synthetic. Reported data include epidemic data published by organizations (e.g., WHO, CDC, other national ministries and departments of health) during and following actual outbreaks, while synthetic datasets are comprised of spatially explicit synthetic populations, labeled social contact networks, multi-cell statistical experiments, and output data generated from the execution of computer simulation experiments. The discipline of computational epidemiology encounters numerous challenges because of the size, volume, and dynamic nature of both types of these datasets.
In this dissertation, we present semantic web-based schemas to organize diverse reported and synthetic computational epidemiology datasets. There are three layers of these schemas: conceptual, logical, and physical. The conceptual layer provides data abstraction by exposing common entities and properties to the end user. The logical layer captures data fragmentation and linking aspects of the datasets. The physical layer covers storage aspects of the datasets. We can create mapping files from the schemas. The schemas are flexible and can grow.
The schemas presented include data linking approaches that can connect large-scale and widely varying epidemic datasets. This linked data leads to an integrated knowledge-base, enabling an epidemiologist to ask complex queries that employ multiple datasets. We demonstrate the utility of our knowledge-base by developing a query bank, which represents typical analyses carried out by an epidemiologist during the course of planning for or responding to an epidemic. By running queries with different data mapping techniques, we demonstrate the performance of various tools. The empirical results show that leveraging semantic web technology is an effective strategy for: reasoning over multiple datasets simultaneously, developing network queries pertinent in an epidemic analysis, and conducting realistic studies undertaken in an epidemic investigation. The performance of queries varies according to the choice of hardware, underlying database, and resource description framework (RDF) engine. We provide application programming interfaces (APIs) on top of our linked datasets, which an epidemiologist can use for information retrieval, without knowing much about underlying datasets. The proposed semantic web-based digital library infrastructure can be highly beneficial for epidemiologists as they work to comprehend disease propagation for timely outbreak detection and efficient disease control activities.PHD
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Langner, Torsten. "Ein modellbasierter Ansatz zur Lösung komplexitätsbedingter Entscheidungsprobleme in der Infrastrukturarchitektur der Finanzdienstleistungsinformatik." [S.l. : s.n.], 2007. http://nbn-resolving.de/urn:nbn:de:bsz:93-opus-33588.
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Khader, Michael. "A fuzzy hierarchical decision model and its application in networking datacenters and in infrastructure acquisitions and design." ScholarWorks, 2009. https://scholarworks.waldenu.edu/dissertations/657.
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According to several studies, an inordinate number of major business decisions to acquire, design, plan, and implement networking infrastructures fail. A networking infrastructure is a collaborative group of telecommunications systems providing services needed for a firm's operations and business growth. The analytical hierarchy process (AHP) is a well established decision-making process used to analyze decisions related to networking infrastructures. AHP is concerned with decomposing complex decisions into a set of factors and solutions. However, AHP has difficulties in handling uncertainty in decision information. This study addressed the research question of solutions to AHP deficiencies. The solutions were accomplished through the development of a model capable of handling decisions with incomplete information and uncertain decision operating environment. This model is based on AHP framework and fuzzy sets theory. Fuzzy sets are sets whose memberships are gradual. A member of a fuzzy set may have a strong, weak, or a moderate membership. The methodology for this study was based primarily on the analytical research design method, which is neither quantitative nor qualitative, but based on mathematical concepts, proofs, and logic. The model's constructs were verified by a simulated practical case study based on current literature and the input of networking experts. To further verify the research objectives, the investigator developed, tested, and validated a software platform. The results showed tangible improvements in analyzing complex networking infrastructure decisions. The ability of this model to analyze decisions with incomplete information and uncertain economic outlook can be employed in the socially important areas such as renewable energy, forest management, and environmental studies to achieve large savings.
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Ißler, Lutz. "Informationsverarbeitung im Informationsmanagement : Modellierung von Aufgaben und verarbeiteten Informationen am Beispiel der Information Technology Infrastructure Library (ITIL)." Doctoral thesis, Universitätsbibliothek Leipzig, 2008. http://nbn-resolving.de/urn:nbn:de:bsz:15-20081204-072248-9.
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Das Informationsmanagement im Gesundheitswesen entwickelt Informationssysteme von Krankenhäusern und medizinischen Organisationen weiter. Dazu benötigt es Informationen, die ihm von Informationsmanagement-Informationssystem (IMIS) bereitgestellt werden. Das IMIS muss ebenfalls zielgerichtet weiterentwickelt werden. Die Grundlage für die Bewertung und Konstruktion eines IMIS ist ein Modell der Aufgaben und verarbeiteten Informationen im Informationsmanagement. Der Autor entwickelt eine Formalisierung der Informationsverarbeitung und darauf aufbauend Kriterien für Modelle der Informationsverarbeitung im Informationsmanagement im Gesundheitswesen sowie Modellierungsregeln und ein Vorgehen zur Modellierung. Die Angemessenheit der entwickelten Formalisierung und der Kriterien, der Regeln und des Vorgehens zeigt der Autor mit der Modellierung der Informationsverarbeitung in den neun Kernprozessen der Information Technology Infrastructure Library (ITIL), einer Sammlung von Empfehlungen für das Management von IT-Dienstleistungen. Aufbauend auf einer erweiterten Version dieses Modells kann ein IMIS für das Gesundheitswesen konstruiert werden.
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Forsgren, Tuuli, and Göran Larsson. "The digital infrastructure of the archives : workshop in Umeå and Sandslån 15-19 May 2000." Umeå universitet, Umeå universitetsbibliotek (UB), 2002. http://urn.kb.se/resolve?urn=urn:nbn:se:umu:diva-33294.
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Woodell, Eric A. ""Measuring Operational Effectiveness of Information Technology Infrastructure Library (ITIL) and the Impact of Critical Facilities Inclusion in the Process."." Thesis, Robert Morris University, 2014. http://pqdtopen.proquest.com/#viewpdf?dispub=3617032.
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Information Technology (IT) professionals use the Information Technology Infrastructure Library (ITIL) process to better manage their business operations, measure performance, improve reliability and lower costs. This study examined the operational results of those data centers using ITIL against those that do not, and whether the results change when traditional facilities engineers are included in the process. Overall, those IT departments using ITIL processes had no statistically significant improvements when compared to those who do not. Inclusion of Critical Facilities (CF) personnel in the framework offered a statistically significant improvement in their overall reliability of their data centers. Those IT departments who do not include CF personnel in the ITIL framework have a slightly lower level of reliability than those who do not use the ITIL processes at all.
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Nehme, Jalal, Marcus Persson, and Shahrouz Lahiji. "How can ITIL influence IT outsourcing." Thesis, Jönköping University, JIBS, Business Informatics, 2009. http://urn.kb.se/resolve?urn=urn:nbn:se:hj:diva-12500.
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The purpose of this thesis is to examine the impact of best practices framework like In- formation Technology Infrastructure Library (ITIL) on IT outsourcing implementation. This thesis will examine the research question:
“What are ITIL’s effects on IT Outsourcing implementation?”
The goal is to find out whether ITIL is applicable in IT outsourcing project, and if it has a positive or negative impact on it. The study of the impact of ITIL in IT outsourcing pro- jects, will start by giving the reader an overview about ITIL and IT outsourcing critical suc- cess factors. This thesis is conducted through a cross-sectional study, and information has been obtained through secondary literature. The authors have also conducted a series of in- terviews with IT practitioners and an IT expert. The interviews has been done in a semi- structured way.
The outcome of this research show that ITIL definitely can have a positive impact on IT outsourcing implementation. A positive effect that has been discovered from this research is that ITIL improved the communication between service providers and customers. These studies also shows that ITIL can serve as a growth enabler by giving structure to compa- nies work activities. On the other hand, organizations should consider ITIL more as guide- lines than a framework. This research also discovered that using ITIL frameworks can make work procedures more complex and time demanding, and due to this, small- to me- dium-sized companies could face more struggle in the implementation phase of ITIL.
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Mosweu, Osadi Elizabeth. "An assessment of the capacity management process of the information technology infrastructure library (ITIL) framework in delivering value in public sector." Thesis, Cape Peninsula University of Technology, 2017. http://hdl.handle.net/20.500.11838/2662.
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Thesis (MTech (Information Technology))--Cape Peninsula University of Technology, 2017.In Information Technology (IT) service management, the Information Technology Infrastructure Library (ITIL) has been established as a standard and framework for managing IT services within private and public sector. However, in South African public sector, the value of this framework including the capacity management process has not been determined. The aim of the study was to assess the capacity management process within the service design stage of the ITIL framework in managing IT services at a selected public organisation in South Africa. Assessing capacity management in the context of this research was to judge whether it adds value to the organisation. Main questions asked were: to what extent has ITIL been implemented in the public sector in South Africa?, what benefits have been achieved through the implementation of ITIL in the public sector in South Africa? and how effective is the capacity management process of ITIL in the South African public sector? The study adopts a qualitative approach based on primary and secondary data. A purposive sampling method was used to collect data through interviews of ICT officials in Pretoria and Western Cape regions. It is evident in terms of the findings that capacity management within the organisation is practiced, but the organisation still has challenges in managing the process. Findings reveal challenges around user account management, ICT skills shortage and capacity constraints, information, network monitoring tools, and ITIL implementation. DeLone and McLean theoretical framework was used to analyse the capacity management process to explain the findings. A lack of clear ICT planning among the leadership is a contributing factor. Lack of adhering to standards, procedures and processes make it almost impossible to manage capacity. Efforts to address the technical and organisational challenges such as technical skills and stakeholders immediately reporting the users that need to be terminated on systems prohibit the success of capacity management process. Drawing the conclusion, it is recommended that efforts to address challenges should move beyond just ICT, into a comprehensive action by all stakeholders in respective of inter departmental units and executive who make decisions. Solutions should be embedded with ICT being able to manage technology, auditing of processes, and capacity to ensure excellence through reduced risk, increased efficiency, confident forecasts, and cost effectiveness is essential.
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Talevi, Iacopo. "Big Data Analytics and Application Deployment on Cloud Infrastructure." Bachelor's thesis, Alma Mater Studiorum - Università di Bologna, 2017. http://amslaurea.unibo.it/14408/.
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This dissertation describes a project began in October 2016. It was born from the collaboration between Mr.Alessandro Bandini and me, and has been developed under the supervision of professor Gianluigi Zavattaro. The main objective was to study, and in particular to experiment with, the cloud computing in general and its potentiality in the data elaboration field.
Cloud computing is a utility-oriented and Internet-centric way of delivering IT services on demand.
The first chapter is a theoretical introduction on cloud computing, analyzing the main aspects, the keywords, and the technologies behind clouds, as well as the reasons for the success of this technology and its problems. After the introduction section, I will briefly describe the three main cloud platforms in the market.
During this project we developed a simple Social Network. Consequently in the third chapter I will analyze the social network development, with the initial solution realized through Amazon Web Services and the steps we took to obtain the final version using Google Cloud Platform with its charateristics.
To conclude, the last section is specific for the data elaboration and contains a initial theoretical part that describes MapReduce and Hadoop followed by a description of our analysis. We used Google App Engine to execute these elaborations on a large dataset. I will explain the basic idea, the code and the problems encountered.
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Machado, Mauro José Patusco. "ITIL aplicado ao Ciclo de Vida de Aplicações Distribuídas: Estudo de Caso." Master's thesis, Instituto Politécnico de Setúbal. Escola Superior de Ciências Empresariais, 2015. http://hdl.handle.net/10400.26/10296.
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Projeto apresentado para cumprimento dos requisitos necessários à obtenção do grau
de
Mestre em Sistemas de Informação OrganizacionaisPor forma a acompanhar as rápidas alterações que são produzidas no mercado é condição necessária para obter sucesso e diferenciação estratégica o modo como está preparada a infraestrutura de Tecnologias de Informação (TI). Uma das possibilidades para as empresas terem uma infraestrutura de TI preparada para receber estes desafios é um conjunto de boas práticas que constam na literatura da Information Technology Infrastructure Library 2011 (ITIL). Esta permite através da sua implementação nas organizações a redução de custos, melhoria da produtividade e uma qualidade sempre ajustada às expectativas do cliente. Como objetivos deste estudo de caso temos a descrição da importância da framework ITIL 2011 na prestação de serviços de TI, ao nível de gestão de Ciclo de Vida Aplicacional (CVA), promovendo assim a criação de valor e a satisfação dos clientes de TI. Pretende-se efetuar uma exposição do benefício da adoção de boas práticas do ITIL no auxílio à gestão do ciclo de vida de aplicações em plataformas distribuídas e o que muda com a introdução desta nos seus processos de negócio, o nível de produtividade e qualidade, comparando resultados antes e aquando a implementação das boas práticas ITIL nas promoções de versões das aplicações entre os vários ambientes, assim como uma análise à gestão do risco pertencente a este processo. Após ter sido definido e delimitado o tema do estudo de caso alvo deste projeto, a metodologia utilizada para a sua elaboração centrou-se numa primeira fase na recolha do material para efetuar o estudo, da análise e de tratamento deste. Seguiu-se a elaboração do estudo de caso, retiradas as conclusões e idealizadas perspetivas de trabalho futuro. Procurou-se sempre uma contínua atualização da literatura utilizada para a elaboração deste relatório de projeto. Como principais conclusões, verifica-se um maior controlo sobre alterações e entregas existente no ciclo de vida das aplicações e plataformas, assim como uma melhor gestão do risco envolvido proveniente da automatização de processos e redução de custos inerentes às operações.
Abstract:In order to follow the fast pace of market changes through strategic differentiation and to become successful, it’s important how the infrastructure of IT it's built. What makes possible organizations to have IT infrastructure prepared to receive these challenges are a set of guidelines from ITIL 2011 framework. This framework allows through implementation, cost reduction, improved productivity always taking into account the customer expectation. The goals expected in this case study of implementing ITIL 2011 framework increase productivity, quality, risk management and delivering services by adding value to the process and meet customer expectations. By analyzing the use of ITIL guidelines applied to the application life cycle management on distributed platforms and reading the changes performed to the business processes. Comparing the results after ITIL framework has been implemented with existing ones in the past, performance keys like productivity level, quality, and risk management are measured. After the subject/objective of this case study is defined, the used methodology to make the case study it's focused on the first phase on collecting information and analysis about the current situation (As-Is). In this case study conclusions are made and future improvements are suggested. The literature used in this case study was the available information at the moment. The main conclusions of this case study are improved control of changes and delivery over the application life cycle management, less risk involved because process automation reduces the risk inherent to the change procedure and cost reduction because less resources are used.
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Egeler, Markus. "Perceived benefits for customer service of ITIL IT control use." Click here to access this resource online, 2008. http://hdl.handle.net/10292/546.
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IT service management is becoming more and more important in the current business environment. Especially the IT Infrastructure Library (ITIL) is a widely adopted and accepted IT service management framework (Wagner 2006). Organizations that adopt one of the IT service management frameworks expect to achieve a large range of benefits through the use of the frameworks. The major benefits that are expected to be realised include reduced costs, IT services that are tailored to the business needs, a higher quality of IT services, and improved customer satisfaction (OGC 2007a). Despite the growing importance and acceptance of IT service management and ITIL, there is not much literature that is concerned with the benefits that can be realised when one of the relevant IT service management frameworks is in place. Only a few studies were published in conference proceedings (e.g. Hochstein et al. 2005, Potgieter et al. 2005, Cater-Steel et al. 2006). Even though these studies were able to confirm some of the claims made by the Office of Government Commerce (OGC), the publisher of the ITIL series, there are still a lot of claims that are not evaluated to date. This thesis is taking a Monte-Carlo method based simulation approach to identify some of the benefits of the ITIL for customer service. To achieve this, an initial research model was developed that represents the four most likely benefits for customer service of the use of ITIL and their relationship with customer service and the generation of business value. Subsequently the different path ways for the relationships were explored and models for each of the possible paths were designed. These models include a mediated model, an unmediated model and a partially mediated model. After defining the estimates and constraints for the simulation, the simulation was executed using a MS Excel spreadsheet. The simulation results presented a large amount of data for each of the models and their relationships. The models produced normal distributions and showed stability for changed input and throughput parameters. The analysis of the findings showed that the changes in estimates for each of the models and the associated results of the simulation followed a linear pattern. The linearity of the models combined with the normal distribution of the results offers a lot of opportunities for the use of the developed models. A further enhancement through a test with real-life data could provide the basis for a tool to quantitatively predict the impact of an ITIL implementation on customer service and the creation of value for the business. In addition the four most likely contributors to improved customer service based on the use of ITIL have been identified from a literature review. The identified contribution towards improved customer service of these four beneficiary factors is supported by the results of the simulation. Therefore the results of this thesis provide the research community with a model that could provide the basis for further exploration of the beneficiary effects of ITIL on customer service.
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Medupe, Tsietsi Jacob. "Configuration management data base in an information and communication technology environment / T.J. Medupe." Thesis, North-West University, 2009. http://hdl.handle.net/10394/4769.
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There are more requirements for business to be able to run its operations successfully in terms of legal compliance and revenue streams optimisations. Businesses are placing high demands on Information and Communication Technology (ICT) to adapt to changing conditions. However, ICT organisations tasked with providing increased service levels at lower costs do not have the resources to reinvent itself with every technological or regulatory change. Without frameworks in place to leverage automation and best practices, these ICT, organisations are consumed with the day-to-day operations of ICT with little time and few resources left to develop new services that add value to the business. There is, therefore, a definite requirement for a central repository
system in order to enhance ICT service delivery and strategy for continuing to improve service, lowering per-service delivery costs and enabling ICT organisations to bring new services that support competitive advantages. The company of choice in the study is Sentech, which has recently adopted some of the Information Technology Infrastructure Library (ITIL) processes; these are service desk, incident management, and change management. The company is still in the middle of deciding on whether to implement the configuration management process which will eventually lead to Configuration Management Database (CMDB). This study attempted to indicate the role and the importance of running the CMDB together with the rest of other ITI L processes. The study also indicated how the other processes cannot function effectively without a proper CMDB platform. The primary objective of the study was to identify the importance and the role of CMDB in an ICT environment. The organisation implemented a number of processes such as configuration and change management. To be successful with using the ITIL change management process, it is important that the people, processes, and technologies work together in a coordinated manner to overcome the political roadblocks that usually inhibit cooperation between groups in the same organisation. The study has indicated that the current ITIL processes, such as change management are not achieving the required results due to a lack of proper CMDB. General recommendations on the implementation of the CMOB based on the study were:
•Get executive and Board of Directors' support on the implementation of CMOB.
•The organisation needs to redefine the role of the General Manager - ICT to a more appropriate role of Chief Information Officer reporting directly to the board.
•The organisation must define detailed business processes and procedures.
•The organisation must set a clear scope of the CMOB.
•The relevant stakeholders on the CMOB must be identified .
•A full state of the current ICT processes must be determined.
•The business case on the CMOS must be formulated and documented.
•Set goals on what the CMOB will have to achieve.
•The organisation must create a plan on the implementation of the CMOB.
•Identify responsibilities on maintaining the CMOS.
•Create awareness within the organisation around CMOB.
•Training on CMOB must be offered to the personnel.
•The organisation must baseline all ICT assets.
•Plan for ongoing management of the CMOB.
It is believed that the objective of the study has been met. From the investigation, it has been clear that there is a dire need for an implementation of a central repository system like the CMOS to support other service delivery and support processes. If the recommendations are implemented within Sentech, the company will secure a more effective and efficient service delivery on the ICT platform. Furthermore, Sentech can become an ICT leader and gain a competitive advantage over its fellow competitors.Thesis (M.B.A.)--North-West University, Vaal Triangle Campus, 2010.
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Rabbi, Md Forhad. "An IT Service Taxonomy for Elaborating IT Service Catalog." Thesis, Blekinge Tekniska Högskola, Sektionen för datavetenskap och kommunikation, 2009. http://urn.kb.se/resolve?urn=urn:nbn:se:bth-3440.
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In this thesis, I, as the author, have tried to propose a methodology for establishing IT service taxonomy in order to elaborate IT service portfolio and IT service catalog. As a core part of my thesis, IT service taxonomy has been discussed to manage IT services in an efficient way in the small and medium sized enterprises The small and medium sized enterprises can use the categories and sub categories of this taxonomy to define their service catalog and portfolio. In that regards, a list of IT services has been identified from the industries and has been used to define the IT service taxonomy.
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Corrêa, Sergio Luis Lima. "Análise de relevância de elementos de custo em manutenção e suporte de sistemas ERP nas IFES: uma abordagem baseada em TCO e ITIL." Universidade Federal Fluminense, 2015. https://repositorio.ufjf.br/jspui/handle/ufjf/6985.
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PROQUALI (UFJF)
Sistemas Integrados de Gestão Empresarial, conhecidos como ERP (Enterprise Resource Planning), são desenvolvidos e mantidos pelas IFES (Instituições Federais de Ensino Superior) para o desempenho das atividades que lhes competem, além disso, sua abrangência permite obtenção de informações gerenciais tornando-se valioso recurso estratégico. Recentes orientações dos órgãos de fiscalização e controle governamental, visando o aumento da eficiência, maior produtividade da máquina pública, e redução de custos têm levado as IFES a adotar políticas de governança de TI. Sistemas ERP geralmente são muito abrangentes e caros, por isso seus custos devem ser mensurados, não somente custos de aquisição, mas principalmente custos de manutenção e suporte. Neste sentido, com objetivo de determinar os elementos de custo para mensurar os custos de manutenção e suporte na gestão de sistemas ERP, houve motivação para esta pesquisa sobre a metodologia TCO (Total Cost of Ownership) suportada pelos processos do framework ITIL (Information Technology Infrastructure Library). O presente trabalho, de caráter descritivo, identificou e relacionou, a partir da pesquisa bibliográfica, os elementos de custo mais evidentes no TCO e ITIL. Em seguida, foi aplicado um questionário web, junto a Especialistas em gestão de Sistemas ERP das IFES, visando mapear sua percepção de relevância sobre esses elementos de custo elencados na pesquisa. Os resultados mostram os elementos de custo ordenados por relevância e frequência aplicáveis à manutenção e suporte de sistemas ERP e a contribuição esperada é a de facilitar a mensuração desses custos.
Integrated Systems Management, known as ERP (Enterprise Resource Planning), are developed and maintained by IFES (Federal Institutions of Higher Education) for the performance of activities that concern them, in addition, its scope allows obtaining management information becoming valuable strategic resource. Recent guidelines of the supervisory bodies and government control, aimed at increasing efficiency, higher productivity of public administration, and cost reduction have led IFES to adopt IT governance policies. ERP systems are usually very comprehensive and expensive, so their costs should be measured, not only acquisition costs, but mainly maintenance and support costs. In this regard, in order to determine the cost elements to measure the costs of maintenance and support in managing ERP systems, there was motivation for this research on the TCO methodology (Total Cost of Ownership) supported by ITIL framework processes (Information Technology Infrastructure Library). This work, descriptive, identified and listed from the literature, the most obvious cost elements in TCO and ITIL. Then a web questionnaire was administered, along with experts in ERP systems management of IFES, aiming to map their perception of relevance of these cost factors listed in the survey. The results show the cost elements ordered by relevance and frequency that the maintenance and ERP systems support and the expected contribution is to facilitate the measurement of these costs.
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Grewal, Sandeep Kaur, and n/a. "Issues in IT Governance & IT service management - a study of their adoption in Australian universities." University of Canberra. Information Sciences & Engineering, 2006. http://erl.canberra.edu.au./public/adt-AUC20060804.092632.
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IT service management (ITSM) has emerged as one of the approaches to implementing IT
Governance in Australian Universities. A number of ITSM frameworks have been proposed
however, IT Infrastructure Library (ITIL) and Control OBjectives for Information and related
Technology (COBIT) have been most widely accepted and implemented internationally and
within Australia.
The research reported in this thesis was undertaken to shed light on the issues related to ITIL
adoption and implementation within Australian universities. To date academic research in ITIL
adoption and implementation has not been extensive as it is comparatively a new framework,
especially within Australian universities.
The theoretical framework proposed in this thesis has IT service management as the central
concept, implementing IT Governance to align the university and technology. This framework is
used to examine the experience of ITIL adoption in seven Australian universities, plus a detailed
case study on one university�s experience.
This research reveals a complex web of factors relating to ITIL implementation including; the
pre-implementation process; processes implemented; order of implementation; hiring external
expertise;, tool selection;, staff training; ongoing assessments; managing cultural change;
managing learning curve and resource strain. The findings provide an insight into practical
lessons for other Australian universities or similar organisations considering implementing IT
Governance through IT Service management frameworks. The method used in this research may
be useful for other organisations and researchers analysing universities and similar organisations
implementing ITIL. IT Governance and IT service management frameworks are diverse and
important areas which open a poorly researched field for further work.
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Leinveber, Jiří. "Využítí ITILu v3 ve vybrané společnosti." Master's thesis, Vysoká škola ekonomická v Praze, 2015. http://www.nusl.cz/ntk/nusl-203865.
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Diploma thesis is focused on utilization of best practices from IT Infrastructure Library v3 in specific company. ITIL v3 is described in 5 books and by 26 core processes. The objective of this diploma thesis is to find only relevant processes which are designed and described for selected company. General information about ITIL and benefits which are delivered from using ITIL can be found in theoretical part. Frameworks and standards that have synergy with ITIL are also described in theoretical part. Specific company is introduced in practical part, where can be also found quantitative research method, which is used for choosing specific project. Release and Deployment Management, Supplier Management, Asset and Configuration Management is chosen based on results from research.
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Pokorný, Jan. "Vytvoření Sparse adaptéru pro infrastrukturu Code Listener." Master's thesis, Vysoké učení technické v Brně. Fakulta informačních technologií, 2012. http://www.nusl.cz/ntk/nusl-236548.
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Program checking is indisputably important, especially if originating in formal methods. VeriFIT at FIT BUT uses custom Code Listener (CL) infrastructure modularly interconnecting the front-end, typically a code parser adapter, and the back-end, typically an analyser. Our aim is to offer a former as a compact alternative to existing GCC compiler plug-in. This adapter uses linearized code mediated by sparse library for static analysis of programs in C. According to the experiments with one of the main CL analysers, Predator tool and its tests suite, our product - clsp program - is successful successful in roughly 75% of cases in comparison with the GCC plug-in. Further improvements are expected.
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Thümer, Ingrid. "Jahresbericht 2000 / Universitätsbibliothek Chemnitz." Universitätsbibliothek Chemnitz, 2007. http://nbn-resolving.de/urn:nbn:de:swb:ch1-200701089.
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Ramachandran, Selvakumar, and Lavanya Santapoor. "An Exploratory Study on the Relationship between Software Management and IT Service Management." Thesis, Blekinge Tekniska Högskola, Sektionen för datavetenskap och kommunikation, 2011. http://urn.kb.se/resolve?urn=urn:nbn:se:bth-3163.
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Aims and Objectives: Information Technology (IT) service management has gained importance in the recent years. A service is a means of delivering value to the customers by facilitating outcomes, which customers want to achieve without ownership of the specific costs and risks. As IT services’ efficient execution revolves around its implementation through software management, the need for understanding the relationship between IT service management and software management has become crucial. The aim of this thesis is to explore this relationship. Methodology: We designed this thesis study as an exploratory study. First, a systematic literature review was conducted to explore the role of software engineering in IT service management and the interconnection between them. Then, we performed a case study at Telenor Sweden AB by conducting interviews in order to further investigate the intersecting elements between ITIL v3 Framework, which is an international standard for IT service management and software engineering considering ISO/IEC 12207 standard on software processes. Results: The outcome of this thesis is a mapping between IT service management and software engineering considering ISO/IEC 12207 for software engineering processes and ITIL V3 Framework for IT service management. These mappings have been recommended to use by the case company to incorporate ‘in-house’ software models in line with ITIL V3 Framework implementation. Conclusion: Though ITIL V3 framework gives in depth guidelines for IT Service Management, it does not give sufficient details for managing applications that constitute IT Services. As ITIL V3 is a framework, it is flexible to accommodate the software engineering processes defined in ISO/IEC 12207 standard. Though we brought three-way relationship between ITIL V3, ISO/IEC 12207 and case company’s software process models, it is found out that replacing existing models with ISO/IEC 12207 shall be difficult as it would be two new standards for the employees. The in house software process models are already inspired from standards. In this thesis, we provide a mapping between ITIL V3 and inhouse models of the case company to support the implementation of ITIL V3 for managing software applications to realize IT Services.The thesis gives mapping between ITIL V3 Framework and ISO/IEC 12207 Software Engineering processes to incorporate them in integrated Service Management and Software Management
+46762509249
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Tennis, Joseph T. "Comparative Functional Analysis of Boundary Infrastructures, Library Classification, and Social Tagging." CAIS/ACSI, 2006. http://hdl.handle.net/10150/105675.
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This paper outlines three information organization frameworks: library classification, social tagging, and boundary infrastructures. It then outlines functionality of these frameworks. The paper takes a neo-pragmatic approach. The paper finds that these frameworks are complementary, and by understanding the differences and similarities that obtain between them, researchers and developers can begin to craft a vocabulary of evaluation. ||||
Cet article présente trois cadres dâ organisation de lâ information : la classification des bibliothèques, lâ étiquetage social et les infrastructures frontières. Cet article souligne les différentes fonctionnalités de ces trois cadres. Une approche néo-pragmatique est utilisée. Les résultats indiquent que ces cadres sont complémentaires et que par la compréhension des différences et des similarités qui existent entre eux, les chercheurs et les développeurs peuvent commencer à créer un vocabulaire pour lâ évaluation.
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Bhatia, Neeraj 1980. "The infrastructural space of appearance : the re-formed public library." Thesis, Massachusetts Institute of Technology, 2007. http://hdl.handle.net/1721.1/41566.
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Thesis (S.M.)--Massachusetts Institute of Technology, Dept. of Architecture, 2007.This electronic version was submitted by the student author. The certified thesis is available in the Institute Archives and Special Collections.
Vita.
Includes bibliographical references (p. 219-227).
This thesis examines the dilemma of the common object in a liberal pluralist society. Situating the arguments in Hannah Arendt's The Human Condition, the thesis investigates the notion of the Space of Appearance in the contemporary city as providing a common platform for exchange. This Space of Appearance is conceived of through the linking of two public and democratic infrastructures -- mass transport lines and the public library. By symbiotically linking the two infrastructures, a space for action and speech emerges that creates concern for the collective object, thereby affirming the reality provided by the public realm. Using Toronto, Ontario as a case study of multicultural pluralism, the thesis examines the location of Southern Ontario in North America as a precursor to Toronto's multicultural success. From here, the study zooms into a specific site in the center of Toronto entitled "CityPlace." CityPlace is an island formed and bounded through massive infrastructural separation, while simultaneously situated at the convergence of the city's flows. It is this "neither zone" of both Southern Ontario, and more locally, CityPlace that is believed to strengthen its ability to embrace pluralism. An urban design proposal for this foreign island of CityPlace investigates the common object in pluralism at the scale of the city. Lastly, this thesis investigates the common object in pluralism at the scale of architecture, namely the public library. through situating the discourse of the library in a historic lineage, the current dilemmas of library design are extracted. A new typology is developed which directly addresses these problems, the CityPlace island, and Arendt's notion of plurality.
(cont.) As the medium of library information increasingly changes to non-spatially bound forms, the primary role of the new typology is repositioned as its ability to provide a common meeting ground for the city. Through an investigation of pluralism, the thesis proposes an Infrastructural Space of Appearance that provides a collective platform for exchange at the scale of the city and building, in the liberal pluralist city of Toronto.
by Neeraj Bhatia.
S.M.
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Dvořák, Petr. "ITIL trenažér." Master's thesis, Vysoké učení technické v Brně. Fakulta informačních technologií, 2013. http://www.nusl.cz/ntk/nusl-236394.
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This master's thesis presents analysis, design and implementation of an information system for supporting studying and practicing of selected methods described by Information Technology Infrastructure Library (ITIL) with focus on service design and service operation. In the form of a web application the thesis presents an uncommon approach to e-learning system development by extending the standard lecture part by game elements and interactive scenarios. Developed system allows creators to define services and tasks, such as incidents and problems caused by their operation, and evaluate reactions of responsible users. The application can be used by IT administrators or Service Desk managers to train new IT engineers or Service Desk operators.
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Sheng, Bo. "Building efficient wireless infrastructures for pervasive computing environments." W&M ScholarWorks, 2010. https://scholarworks.wm.edu/etd/1539623557.
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Pervasive computing is an emerging concept that thoroughly brings computing devices and the consequent technology into people's daily life and activities. Most of these computing devices are very small, sometimes even "invisible", and often embedded into the objects surrounding people. In addition, these devices usually are not isolated, but networked with each other through wireless channels so that people can easily control and access them. In the architecture of pervasive computing systems, these small and networked computing devices form a wireless infrastructure layer to support various functionalities in the upper application layer.;In practical applications, the wireless infrastructure often plays a role of data provider in a query/reply model, i.e., applications issue a query requesting certain data and the underlying wireless infrastructure is responsible for replying to the query. This dissertation has focused on the most critical issue of efficiency in designing such a wireless infrastructure. In particular, our problem resides in two domains depending on different definitions of efficiency. The first definition is time efficiency, i.e., how quickly a query can be replied. Many applications, especially real-time applications, require prompt response to a query as the consequent operations may be affected by the prior delay. The second definition is energy efficiency which is extremely important for the pervasive computing devices powered by batteries. Above all, our design goal is to reply to a query from applications quickly and with low energy cost.;This dissertation has investigated two representative wireless infrastructures, sensor networks and RFID systems, both of which can serve applications with useful information about the environments. We have comprehensively explored various important and representative problems from both algorithmic and experimental perspectives including efficient network architecture design and efficient protocols for basic queries and complicated data mining queries. The major design challenges of achieving efficiency are the massive amount of data involved in a query and the extremely limited resources and capability each small device possesses. We have proposed novel and efficient solutions with intensive evaluation. Compared to the prior work, this dissertation has identified a few important new problems and the proposed solutions significantly improve the performance in terms of time efficiency and energy efficiency. Our work also provides referrable insights and appropriate methodology to other similar problems in the research community.
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Bergonzoni, Lisa. "Gestione di infrastrutture IT secondo lo standard ITIL: Case Study implementazione processo Transform." Master's thesis, Alma Mater Studiorum - Università di Bologna, 2019.
Find full textAbstract:
Il presente elaborato riguarda il case study di Azienda Ics per cui è stato necessario un processo di cambiamento organizzativo al fine di introdurre un sistema strutturato di gestione dei Servizi IT. Come standard per la gestione dei Servizi IT, ovvero come standard di IT Service Management, è stato utilizzato l'Information Technology Infrastructure Library. Questo è un insieme di best practice che offre un approccio sistematico all'erogazione dei Servizi IT. Si è studiato come implementare questo cambiamento a livello di Organizzazione, Processi, Strumenti e Cultura. E' stato poi effettuato un focus sull'implementazione di alcuni processi primari (per importanza strategica rispetto l'organizzazione), denominati processi di Transform. Si sono analizzati i ruoli, le responsabilità, i workflow e i deliverable necessari al processo. In conclusione, si è evidenziato come, per effettuare un cambiamento efficace, oltre che strutturare l'infrastruttura informatica di un'organizzazione, sia necessario definire i processi e l'organigramma e sviluppare una cultura del cambiamento.
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Ribeiro, Washington Fábio de Souza. "Um modelo de maturidade organizacional em um conjunto de processos para a biblioteca ITIL v3." Universidade Católica de Brasília, 2018. https://bdtd.ucb.br:8443/jspui/handle/tede/2487.
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With the growing need for an adequate structure of information technology by organizations, regardless of their size, IT service management is increasingly important, and should be effective and, above all, efficient in pursuit of cost reduction combined with improvement the delivery of services. In this way, deploying models and frameworks of best IT management practices is, today, an essential activity of companies that seek excellence. Another equally important activity is assessing the maturity of IT management processes. The ITIL (IT Infrastructure Library) library is designed for IT service managers to increase the effectiveness of their management as well as the assertiveness of their decisions, by better managing their environments. This research aims to contribute to the area of IT service management, generating inputs for IT managers' decision making in the development of a process-based organizational maturity model for ITIL v3. The proposed MA_ITIL model is composed of three layers based on the AHP (Analytic Hierarchy Process) method, in accordance with the international ISO / IEC 33004 process maturity standard of 2015, which replaced ISO / IEC 15504- 4 of 2003, thus addressing new definitions between organizational maturity of processes and capacity utilization. The research was developed in five stages, which were: to review the literature, to elaborate a maturity model, to elaborate a research survey based on the proposed model, to apply the questionnaire to ITIL v3 specialists and finally to describe the comments and conclusions about the study, so that IT service managers can have mechanisms for managing and measuring the degree of maturity of their ITIL v3 processes, which will assist in the management of technological services.
Com a crescente necessidade de estrutura adequada de tecnologia da informação por parte das organizações, independentemente do seu porte, o gerenciamento de serviços de TI é cada vez mais importante, devendo ser eficaz e, principalmente, eficiente na busca da redução de custos aliada à melhoria da entrega de serviços. Desta forma, implantar modelos e frameworks de melhores práticas de gestão de TI é, hoje, uma atividade essencial das organizações que buscam a excelência. Outra atividade igualmente importante é a avaliação da maturidade dos processos de gestão de TI. A biblioteca ITIL (IT Infrastructure Library) foi desenvolvida para gestores de serviços de TI aumentarem a efetividade da sua gestão assim como a assertividade de suas decisões, gerenciando de forma mais adequada seus ambientes. Essa pesquisa tem a finalidade de contribuir para a área de gerenciamento de serviços de TI, gerando insumos para tomadas de decisões dos gestores de TI no desenvolvimento de um modelo de maturidade organizacional baseado em processos para a ITIL v3. O modelo MA_ITIL proposto é composto por três camadas tendo como base o método AHP (Analytic Hierarchy Process), em conformidade com a norma internacional de maturidade organizacional de processos ISO/IEC 33004 de 2015, que veio a substituir a norma ISO/IEC 15504-4 de 2003, abordando então novas definições entre maturidade organizacional de processos e capacidade de utilização. A pesquisa foi desenvolvida em cinco etapas, que foram: revisar a literatura, elaborar um modelo de maturidade, elaborar uma pesquisa survey baseado no modelo proposto, aplicar o questionário para especialistas ITIL v3 e por fim foi descrito os comentários e conclusões sobre o estudo, de modo que gestores de serviços de TI possam ter mecanismos de administração e medição do grau de maturidade de seus processos ITIL v3, que auxiliarão na gestão de serviços tecnológicos.
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Paul, Nathan J. "Creating a user-friendly multiple natural disaster database with a functioning display using Google mapping systems a thesis presented to the Department of Geology and Geography in candidacy for the degree of Master of Science /." Diss., Maryville, Mo. : Northwest Missouri State University, 2009. http://www.nwmissouri.edu/library/theses/paulnathanj/index.htm.
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Thesis (M.S.)--Northwest Missouri State University, 2009.The full text of the thesis is included in the pdf file. Title from title screen of full text.pdf file (viewed on April 9, 2010) Includes bibliographical references.
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Širůček, Pavel. "Aplikační programové rozhraní pro ITIL Service Desk systémy." Master's thesis, Vysoké učení technické v Brně. Fakulta informačních technologií, 2016. http://www.nusl.cz/ntk/nusl-255358.
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Main focus of this thesis is creating workaround for ITIL processes in service desk systems. As a objective with highest priority was to choose service desk systems, then create interface which can make possible communication between service boards and selected processes. I described also in generally meaning ITIL library, common service desk functions and important ITIL processes. Management of incidents, problems, changes and configurations is based on a set of processes, which are able to manipulate with interface. Web services are main tool of implemented API for working with these processes. In conclusion are also presented several scenarios to demonstrate communication between clients and service across the board created interface.
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Stamfjord, Niclas, and Mats Thunell. "RAMVERK FÖR EFFEKTIV KUNDSUPPORT : Utifrån ITIL, CRM och supporthantering på mjukvaruföretaget Medius AB." Thesis, Linköpings universitet, Institutionen för ekonomisk och industriell utveckling, 2009. http://urn.kb.se/resolve?urn=urn:nbn:se:liu:diva-52260.
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The goal of customer support is to help clients achieve maximum value in their services and products. Customer support is the public face of a company, which means that it is important to give the customer a positive experience and live up to customer expectations. Efficient customer support has become more important and studies show that customers who leave a company do so because of poor service. Customers' growing demands for higher quality and easier access to services means that companies must recognize the need to satisfy each customer. It is important that each customer receives the attention required and that customer needs are met quickly and flawlessly. The primary objective for an efficient customer support is to provide quick answers and solutions to achieve customer satisfaction. This master thesis aims to examine how the support and case management process can be improved for smaller software companies with customer support. The thesis deals with four issues: how should the support process be designed in smaller software companies, which important aspects must be considered in the support-handling process, how can a case management system contribute to a better customer support and what is the customer role in the management process. Case company for this thesis has been Medius in Linköping, which is a provider of process-related IT support. Interviews have been conducted with both employees at Medius and customers to Medius. The thesis has resulted in a framework and a recommendation for how efficient customer support should be handled in a small software company. To obtain an efficient customer support it is important that the client knows how the customer support should be contacted and what information is required. It should be possible for the customer to contact the customer support through multiple communication channels. The customer support has to work efficiently internally. It is important to prioritize, escalate and document tasks. Between the customer support and the customer, it is beneficial to have a satisfactory communication with regular feedback. Ultimately, it is also important to regularly measure and evaluate the customer support service in order to maintain efficient customer support. A case management system that supports the business is required for the customer support. The case management system is needed to solve problems faster and to provide the support with an overview of the business. A case management system also acts as a knowledge database with relevant information. This thesis work has combined existing frameworks and theories about customer support. This has been supplemented with interviews in order to adapt the framework to smaller software companies. An efficient customer support is achieved by using the authors' framework and recommendations.Målet med kundsupport är att hjälpa sina kunder uppnå maximalt värde i deras tjänster och produkter. Kundsupporten är ett företags ansikte utåt, vilket innebär att det är viktigt att ge kunden en positiv upplevelse och leva upp till kundens förväntningar. Effektiv kundsupport har blivit allt viktigare och studier visar att de kunder som lämnar företag gör det på grund av dålig service. Kundernas ökade krav på högre kvalité och enklare tillgång till service har lett till att företag måste inse vikten av att tillfredställa varje enskild kund. Det är viktigt att varje enskild kund erhåller den uppmärksamhet som krävs och att kundens behov tillgodoses snabbt och felfritt. Det primära för en effektiv kundsupport är att ge snabba svar och lösningar för att uppnå kundnöjdhet. Det här examensarbetet syftar till att undersöka hur support- och ärendehanteringsprocessen kan förbättras för mindre mjukvaruföretag med kundsupport. Examensarbetet behandlar fyra frågeställningar: hur bör supportprocessen utformas i ett mindre mjukvaruföretag, vilka viktiga aspekter ska beaktas i supporthanteringsprocessen, betydelsen av ett ärendehanteringssystem samt kundens roll i supporthanteringsprocessen. Fallföretaget för det här examensarbetet har varit Medius i Linköping som är en leverantör av processrelaterat IT-stöd. Intervjuer har genomförts med såväl anställda på Medius som kunder till Medius. Examensarbetet har resulterat i ett ramverk samt en rekommendation för hur effektiv kundsupport ska hanteras i ett mindre mjukvaruföretag. För att kundsupporten i ett mindre mjukvaruföretag ska fungera effektivt krävs att kunden vet hur kundsupporten ska kontaktas och vilken information som ska tillhandahållas. Det ska vara möjligt för kunden att kontakta kundsupporten via flera olika kommunikationskanaler. Kundsupporten ska i sin tur fungera effektivt internt. Det är viktigt att prioritera, eskalera och dokumentera ärenden på ett korrekt sätt. Mellan kundsupporten och kunden ska det finnas en tillfredställande kommunikation med regelbunden återkoppling. I slutändan är det viktigt att regelbundet mäta och utvärdera kundsupportens servicenivåer för att kunna upprätthålla en effektiv kundsupport. För att kundsupporten ska kunna fungera effektiv internt krävs ett ärendehanteringssystem som stödjer verksamheten. Ett ärendehanteringssystems behövs för att kunna lösa problem snabbare och för att ge supporten en överblick över verksamheten. Ärendehanteringssystemet fungerar också som en kunskapsdatabas med relevant information. Det här examensarbetet har kombinerat befintliga ramverk och teorier kring kundsupport. Detta har kompletterats med intervjuer för att anpassa ramverket till det mindre mjukvaruföretaget. Genom att använda författarnas ramverk och rekommendationer kommer en effektiv kundsupport att erhållas.
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Sindaravičiūtė, Laura. "Bibliotekos vieta valstybės informacijos infrastruktūroje." Master's thesis, Lithuanian Academic Libraries Network (LABT), 2009. http://vddb.library.lt/obj/LT-eLABa-0001:E.02~2007~D_20090908_193925-54621.
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Magistro darbo objektas – Lietuvos mokslinė biblioteka, labiausiai orientuojantis į šiandienos ir ateities situaciją. Darbo tikslas – išsiaiškinti mokslinių bibliotekų vietą bei vaidmenį Lietuvos informacinėje infrastruktūroje. Pagrindiniai darbo uždaviniai: išsiaiškinti informacinės visuomenės, valstybės informacijos infrastruktūros sąvokas, surasti jų apibrėžimus; apžvelgti ir išanalizuoti valstybės ir visuomenės raidos veiksnius, turinčius įtakos šiandienos mokslinių bibliotekų egzistavimui informacinės visuomenės kontekste; apibrėžti, kas yra mokslinė biblioteka bei surasti jos vietą Lietuvos bibliotekų sistemoje; atlikti Delphi metodu pagrįstą ekspertų apklausą. Jos tikslas – atsižvelgiant į informacinės visuomenės plėtrą, įvertinti mokslinių bibliotekų vaidmenį Lietuvos informacijos infrastruktūroje, sužinoti svarbiausias mokslinių bibliotekų veiklos sritis ir galimybes aktyviau prisidėti prie šiandienos iššūkių. Rengiant darbą, naudoti literatūros bei teisinių ir strateginių dokumentų analizės, aprašomasis, Delphi ekspertų apklausos bei duomenų apdorojimo metodai. Svarbiausios magistro darbe prieitos išvados: šiandienos mokslinių bibliotekų egzistavimo tikslus ir uždavinius labiausiai įtakoja informacinės visuomenės kūrimas. Kuriant šią sistemą, pagrindiniais prioritetais tampa besimokanti, atvira visuomenė bei jos piliečių sugebėjimas naudotis naujausiomis informacinėmis technologijomis, informacinis raštingumas, informacijos prieinamumas. Šiuos reikalavimus padeda... [toliau žr. visą tekstą]The purpose of the thesis is to ascertain the position and role of scientific libraries in the information infrastructure of Lithuania. The following tasks were raised, seeking to achieve the fixed goal, i.e. to clarify the notions “the information society” and “the state information infrastructure”, to find their definitions; to review and analyze the factors of evolution of the state and society, which influence the current existence of scientific libraries in the context of the information society; to define what is meant under “the scientific library”; to clarify and define the system of libraries in Lithuania, to fix the position of scientific libraries in it; to carry out interrogation of the experts, substantiated by the Delphi method. Its purpose is to evaluate the role of scientific libraries in the information infrastructure of Lithuania, with taking into consideration expansion of the information society; to find out the most important spheres of activity of scientific libraries and their possibilities to join the contemporary challenges more actively. The object of the thesis is a scientific library of Lithuania, being more oriented towards the present and future situation. The thesis consists out of 3 chapters, i.e. 1.Efforts of expansion of the information society; 2. The system of libraries in the information infrastructure of Lithuania; 3. Position of libraries in the information infrastructure of Lithuania: the Delphi scientific investigation. The first... [to full text]
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Langer, André, and Martin Gaedke. "Das Projekt TUCbib: Interdisziplinäres Forschungsdatenmanagement an der TU Chemnitz." Technische Universität Chemnitz, 2019. https://monarch.qucosa.de/id/qucosa%3A35979.
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Die digitale Transformation der Wissenschaft (Open Science) sowie der Aufbau und die Etablierung von nachhaltigen Forschungsinformationsinfrastrukturen wird auf regionaler, nationaler und internationaler Ebene zunehmend forciert. Auch an der Technischen Universität Chemnitz bedeutet dies ein Umdenken im Umgang mit wissenschaftlichen Artefakten und umfasst sowohl die Erneuerung vorhandener Informationssysteme, innovative Methoden im vernetzten Austausch von Forschungsdaten als auch die frühzeitige Schulung von Endnutzern in diesen neuen Umgebungen.
André Langer ist wissenschaftlicher Mitarbeiter an der Professur für Verteilte und Selbstorganisierende Rechnersysteme (Lehrstuhlinhaber: Prof. Dr.-Ing. Martin Gaedke) und gibt in seinem Vortrag einen Einblick in die langfristige Strategie der Universität hin zu einer neuen Informationsumgebung, welche den interdisziplinären Austausch von Publikationen und Forschungsdaten fördert und durch die enge Zusammenarbeit verschiedener Professuren, der Universitätsbibliothek, dem Universitätsrechenzentrum und der Universitätsleitung an der TU Chemnitz gekennzeichnet ist.
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Rawan, Atifa, and Yan Han. "Establishing a Digital Library Infrastructure in Afghanistan." 2008. http://hdl.handle.net/10150/222217.
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Breakout session from the Living the Future 7 Conference, April 30-May 3, 2008, University of Arizona Libraries, Tucson, AZ.Afghanistan workshop attendees seeing their digital access on the computer for the first time. This program will focus on the creation of an Integrated Library System using an Open Source Software for Afghanistan Academic Libraries and on the digitization of Afghanistan's unique resources. Since April 2002, the University of Arizona Libraries' staff have been involved in building capacity for libraries and librarians in Afghanistan. In this program, we will discuss our efforts in working with open source digital libraries’ platforms and customization of the integrated library system interface into both English and the native language of Afghanistan (Persian, Dari), providing and enhancing access to scholarly information resources, and digitizing unique resources, and setting up digitization infrastructure in the country to meet their teaching and research needs. The presentation specifically will reflect on digitization efforts including challenges, problems and barriers with language and lack of technological infrastructure. We will also discuss our virtual training efforts in the absence of training on the ground due to security issues in the country and collaboration efforts with other governmental and non-government entities in Afghanistan and abroad.
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Lee, Hung-Sheng, and 李鴻生. "A Study of Information Technology Infrastructure Library by Entetprises." Thesis, 2006. http://ndltd.ncl.edu.tw/handle/54136255571993945231.
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碩士輔仁大學
資訊管理學系
94
Based on recent experiences from the European and American IT management, the Information Technology Infrastructure Library (ITIL) implementation is helpful to promote ROI for enterprise information technology investment, to improve information service process. With fully supports from European and American information technology vendors, ITIL is embedded within service management process related software tools. This makes the dream for ITIL come true. ITIL has become ISO20000 to in the end of 2005. ITIL will become more popular in the near future. This study investigated domestic adoption factors of the ITIL. Several proposition were derived based on interviews with Several companies and field experts. Major propositions are: The more depending on IT, the greater opportunity the company will adopt ITIL. When the benchmark company in the industry adopt ITIL, other companies will be encouraged to follow up. Company that adopts ITIL will highly rely on software tools. Companies are service oriented and highly depending on IT could be the early adopter for ITIL. These propositions are provided to be future research directions for researchers and references for vendors to locate potential customers.
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Su, Huang-Yu, and 蘇煌裕. "Success and failure factors of Information Technology Infrastructure Library." Thesis, 2012. http://ndltd.ncl.edu.tw/handle/45373542250479112290.
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碩士輔仁大學
資訊管理學系
100
By introducing Information Technology Infrastructure Library (ITIL), companies expect to improve the overall operation of the organization, to reduce operating costs, to improve efficiency of IT service processes, to establish the knowledge base of IT service management, and to enhance the user and customer satisfactions. It is important to understand the success and failure factors of implementing ITIL . This study conducted several in depth interviews with several cases and found eight success factors of ITIL: 1.top managers' fully and continually support, 2.the assistance of information service providers, 3.proper and complete education and training, 4.the assignment of one manager for process development, 5.the clear definition for processes and responsible officers, 6.the establishment of the organizational culture with the consensus on ITIL, 7.convenient and practical system tools, 8.performance metrics and an audit system. Five failure factors of ITIL were identified: 1.no assignment of one manager to the process development process, 2.no clear definition for processes and responsible officers, 3.no establishment of the organizational culture with the consensus on ITIL 4.no convenient and practical system tools, 5.no assistance from the information service providers.
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Chang, Huan-Chi, and 張煥旗. "Application of Information Technology Infrastructure Library on Information Technology Service Management." Thesis, 2007. http://ndltd.ncl.edu.tw/handle/19557804118810311142.
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碩士國立交通大學
管理學院碩士在職專班資訊管理組
95
Enterprises have increased their dependence on information technology (IT). No doubt IT has been essential to business process. Therefore, IT department should understand how to establish rules and regulations in order to solve daily IT problems and establish the standard procedure of IT service. This study applied information technology infrastructure library (ITIL) and proposed the information technology service management (ITSM) system being suitable for IT department. The proposed framework is based on the service support and service delivery of ITIL. This study focused on how to enhance the quality of information service. The purpose of this study was to apply ITIL to establish the standard of IT service and the necessary service level agreement for users. The results of this study should integrate people, process, and technology, to develop the methodology of IT service based on ITIL. According to the analysis of this experiment, the proposed system should reengineer the business process of IT service, enhance the quality and efficiency of IT service, and reduce the cost of IT service.
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Siberski, Wolf [Verfasser]. "A schema-based peer-to-peer infrastructure for digital library networks / von Wolf Siberski." 2006. http://d-nb.info/983762465/34.
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Yu, Ko-Chih, and 虞可治. "Service-Oriented Architecture for Emergency Operation Center System Based on IT Infrastructure Library Framework." Thesis, 2008. http://ndltd.ncl.edu.tw/handle/59036671963198501774.
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碩士逢甲大學
資訊電機工程碩士在職專班
96
In recent years, emergency rescue and transportation is one of the most important issues at the beginning of a disaster. In order to reduce disaster loss and help the injured in a time manner, we need a rapid E-health reaction system which integrates various systems to communicate all kinds of emergent agencies and rescue operations. However, the extremely decentralized and heterochromous nature of healthcare services makes it difficult to develop a single EOC system to integrate all needs. We propose an Emergency Web Service ITIL framework (EWSI) that uses Service-Oriented Architecture (SOA) as a model for deploying, discovering, integrating, implementing and invoking emergent agencies’s services to improve Emergency Operation Center (EOC) system. Such a model can not only help the EOC to develop cost efficient and dependable emergent services but also EOC services which can build from several smaller commercial off the shelf (COTS) components. Moreover, It uses an efficient way of addressing emergency through IT Infrastructure Library (ITIL) technology which provides international best practice guidance in IT service management (ISO/IEC 20000). Finally, we presented an EOC help desk and workflow to shorten accident response time and obtain the emergency information by HL7 standard Healthcare information exchange format to reduce emergency system process times.
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Cabrita, Maria Manuela Alves Lopes Baptista. "ITIL v.3 - Information Technology Infrastructure Library: Gestão da Configuração Aplicação em Empresas de Formação Profissional." Master's thesis, 2017. http://hdl.handle.net/10884/1159.
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O presente trabalho aborda o estudo da implementação do modelo ITIL, nomeadamente na implementação do processo de gestão de configuração, numa empresa de formação profissional: EMPRESA XPTO, a qual presta outros serviços para além da área de formação (recrutamento e seleção, trabalho temporário, consultoria avaliação de desempenho, etc.), e quer incorporar ainda mais qualidade nos seus serviços. Assim, descreve-se a sua situação atual e sugerindo a introdução do processo de gestão de configuração do ITIL para equiparar as suas práticas de gestão de serviços de TI às melhores práticas do mercado, para uma posterior certificação dos seus serviços nesta área.
O projeto é dividido em três grandes fases, (i) revisão bibliográfica (ii) análise da situação existente na qual é avaliado o grau de maturidade dos serviços e recolhidas informações através de documentos, de entrevistas e de observação direta, e (iii) definição da proposta a aceitar para os processos apontados, com base na interpretação dos preceitos das melhores práticas do ITIL respeitantes ao processo de gestão de configuração, que melhor se adequam às atuais características de serviços de TI da empresa.
Construiu-se um modelo standard de processo de Gestão de configuração, baseado no ITIL® v3, destinado à Empresa XPTO e a outras instituições do mesmo setor, sem prejuízo pela correspondente customização do mesmo, de forma a adequar-se da melhor forma às características de cada organização.
É indispensável formação base em ITIL® de todos os colaboradores dos SI, não apenas para os envolver e motivar, mas igualmente pela necessidade de aplicação comum dos mesmos conceitos e terminologia. Mesmo em colaboradores que já frequentaram a formação inicial, subsistem ainda certas questões na distinção de algumas questões (e.g., incidentes e problemas), questões essas que depressa se dissiparão com a prática.
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"An information technology infrastructure for resource sharing information in South African academic information services." Thesis, 2012. http://hdl.handle.net/10210/5411.
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D. Litt. et Phil.South African academic information services realise that they can no longer rely on their own information resources to provide in the growing information needs of their users, especially after access to the Internet and the vast number of information sources of the World-Wide Web have become available. Access is needed to digital full-text, sound, graphics, images, multimedia and hypermedia documents in national and international organisations. Cooperative resource sharing between the different organisations proved to be the only solution to the growing information problem. Academic information services are required to assist in creating digital study material, and in the transfer of digital text, multimedia and hypermedia for research, instruction and distance education. By implication, the development of an information technology infrastructure within the organisation, as well as nationally and internationally, has become essential. The purpose of this research was to examine what the current circumstances and futuristic information technology developments and events are under which South African academic information services have to develop an information technology infrastructure for resource sharing. To gather information on the current circumstances, a survey was done on initiatives taken by South African academic information services towards the development of an information technology infrastructure for resource sharing. Questionnaires were mailed to 37 South African academic information services, to which 34 responded. The Delphi interviewing technique was used to scrutinise future information technology developments and events that may influence the planning and development of an information technology infrastructure. A panel of 10 experts was selected to take part in the interviews. Scenario building was applied to show how planning and decisions by management could influence the outcome of an academic information service. The focal issue was the timely development of a digital academic information service within an information technology infrastructure. General conclusions of the study are: • Current organisational and national information and telecommunications network infrastructures cannot cope with the transfer of information sources, such as sound, image and digital full-text documents. Insufficient bandwidth for the effective transfer of information is a major problem. A flexible infrastructure which conforms to set standards, can adapt to new information technology developments and supports the business and information technology strategies of the host organisation, must be developed for resource sharing. The main recommendations of the research are: Access should be provided to all digital resources of national and international organisations irrespective of time or location. Electronic text centres can be employed to provide continuous access to digital resources. Development of an infrastructure for resource sharing should be a collaborative effort between the organisations towards acquiring and employing the essential and most suitable information technology. All academic information services should participate in a regional or national resource sharing cooperative. The value of cooperation and consortium membership lies in the availability of information sources in all formats to all users of the member organisations. Standards should be improved and maintained to ensure communication, retrieval and transfer of information sources. Information services should plan for larger bandwidth to cooperate within an international information infrastructure.
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Ißler, Lutz [Verfasser]. "Informationsverarbeitung im Informationsmanagement : Modellierung von Aufgaben und verarbeiteten Informationen am Beispiel der Information Technology Infrastructure Library (ITIL) / eingereicht von Lutz Ißler." 2008. http://d-nb.info/991737245/34.
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Hsiao-JenWang and 王效人. "The concept of cumulative effect assessment of the usage of information technology infrastructure library on IT service desk --- A Technology Company." Thesis, 2011. http://ndltd.ncl.edu.tw/handle/80011103690989519366.
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碩士元智大學
資訊社會學碩士學位學程
99
Information Technology Infrastructure Library is a management system which made for information section to standardize the management structure of IT service. The process can be used to optimize existing resources, and stressed the IT services and operations management information system. Through the improvement of the process and utilizing the management tools to improve business performance. Service management platform is a basic structure of the theory, especially for service personnel and the service management processes, which is this thesis research infrastructure. The case study is having a though investigation on the IT Infrastructure Library platform with qualitative investigation method and analysis method. Investigate the relevant factors to implement the service platform, such as: characteristics of the organization at the beginning period, management system performance effect after input. Research and analysis in this study showed that: 1 after the user into the service desk staff satisfaction as very satisfied. 2 import Desk staff for various departments after the satisfaction to be very satisfied. 3.After the service desk the timeliness of import: a piece case processing time is about 4 hours, the user can clearly know the case will be processed within the same day. 4 service desk for implement, said after the working conditions are now satisfied with the work.
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Jonker, Burnet Jacques. "The perceptions of service quality by internal information technology users after the adoption of the Information Technology Infrastructure Library in South Africa." 2013. http://encore.tut.ac.za/iii/cpro/DigitalItemViewPage.external?sp=1001192.
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M. Tech. Business Administration (MBA)Information technology (IT) services have become strategic to business. Complex IT environments are usually managed according to a service management framework of which the Information Technology Infrastructure Library (ITIL) is the de facto standard. Due to a lack of studies on service quality and the Information Technology Infrastructure Library in South Africa, this research was focused on how service quality is perceived by the business after the adoption of the Information Technology Infrastructure Library. The purposes of this research were: to identify which dimensions of service quality contributed most significantly to the service quality gap; to determine what the perceptions of service quality were after the implementation of the Information Technology Infrastructure Library; and how the opinions of service quality differ between the Information technology division and the business.
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Baessa, Helder João Ortet. "Gestão do ciclo de vida das aplicações: análise do SAP Solution Manager." Master's thesis, 2012. http://hdl.handle.net/10362/8407.
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Dissertação apresentada como requisito parcial para obtenção do grau de Mestre em Estatística e Gestão de InformaçãoAs aplicações, dentro das organizações, deixam cada vez mais de ser simples ferramentas de processamento de dados para assumir um papel crítico no sucesso das organizações, passando a incorporar sistemas integrados de suporte aos processos de negócios e tomada de decisão. O nível de complexidade que os sistemas aplicacionais alcançaram hoje, criou uma grande dificuldade e falta de coordenação para as equipas de TI (Tecnologias de Informação) na gestão da mudança e das fases do ciclo de vida das aplicações. É do senso comum que as ferramentas para a gestão do ciclo de vida das aplicações ou Application Lifecycle Management (ALM) se tornaram numa das principais soluções para lidar com a administração de sistemas aplicacionais e gerir a qualidade das mesmas. Assim, não só as empresas de desenvolvimento de aplicações como equipas dedicadas à gestão de aplicações têm investido na criação de soluções para a gestão do ciclo de vida das aplicações, objectivando a melhoria da qualidade das aplicações e o SAP Solution Manager representa um exemplo. No presente trabalho, revêem-se os principais conceitos da gestão do ciclo de vida das aplicações, o seu estado de arte e a sua relevância para a otimização da qualidade da gestão das aplicações. Será também analisado o SAP Solution Manager enquanto ferramenta para gestão do ciclo de vida das aplicações, tentando compreender como a ferramenta poderá optimizar tal processo, a partir da realização de um estudo num cliente que é “SAP Customer Center of Expertise Primary Certification”1.
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Bouvrette, Nicolas. "Comment la répartition des rôles et tâches influence l'efficacité du support et des opérations informatiques." Mémoire, 2013. http://www.archipel.uqam.ca/5686/1/M12966.pdf.
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Cette recherche porte sur les facteurs d'influence de l'efficacité des opérations et du support TI. Plus précisément nous cherchons à connaître l'impact de la répartition des rôles et des tâches sur l'efficacité. En identifiant ces facteurs, il serait possible d'aider de futures recherches ou projets afin de modéliser une situation organisationnelle optimale. Plusieurs référentiels connus ont tenté de généraliser les meilleures pratiques dans ce domaine, mais ce sujet reste largement sous-exploité par le milieu académique. Nous avons donc tenté de percer le mystère des facteurs d'influence et de comprendre si la répartition de rôles et des tâches a un impact important sur l'efficacité. En second lieu, plusieurs autres variables ont été ajoutées à l'analyse telles que la maturité, la performance, les outils, les compétences et la situation professionnelle. C'est à l'aide des référentiels existants (ITIL, COBIT, MOF, etc.) que la revue de littérature a permis d'établir les variables entourant la question principale de cette recherche. Les facteurs d'influence retenus pour cette recherche ont alors été utilisés afin de construire un questionnaire permettant de faire la lumière sur les interrelations existantes dans le secteur professionnel montréalais. Une fois les données collectées, plusieurs méthodes d'analyse statistique ont été utilisées afin de trouver toutes relations existantes parmi ces variables. Les résultats sont quand même intéressants, même s'ils démontrent que la répartition des rôles et des tâches semble avoir une faible influence sur l'efficacité. On explique en partie cette situation à l'aide des variables concernant l'expertise requise afin d'exécuter les tâches spécifiques aux opérations et support TI. Le résultat final semble sensiblement le même, peu importe qui est responsable de ces tâches. Ce même constat s'applique autant aux tâches bien maîtrisées que celles moins connues par les professionnels du secteur. Par contre, d'autres liens seront découverts et discutés, tels que l'influence de l'utilisation d'outils sur la performance ainsi que celle de la maturité sur l'efficacité.
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MOTS-CLÉS DE L’AUTEUR : rôles, tâches, opérations, support, TI, efficacité, performance, maturité, outils, ITIL, COBIT, MOF.
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Hives, Chris. "BC digitization survey results." 2009. http://hdl.handle.net/2429/4294.
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This BC Digitization Survey Results presentation was one of several presentations delivered at the BC Digitization Symposium 2008 held on December 1 & 2, 2008. For more information, please visit the BC Digitization Symposium 2008 website at: http://symposium.westbeyondthewest.ca.
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Angus, Lynne. Thesis, Rhodes University, 2013. http://hdl.handle.net/10962/d1006023.
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The use of technology for competitive advantage has become a necessity, not only for corporate organisations, but for higher education institutions (HEIs) as well. Consequently, corporate organisations and HEIs alike must be equipped to protect against the pervasive nature of technology. To do this, they implement controls and undergo audits to ensure these controls are implemented correctly. Although HEIs are a different kind of entity to corporate organisations, HEI information technology (IT) audits are based on the same criteria as those for corporate organisations. The primary aim of this research, therefore, was to develop a set of IT control criteria that are relevant to be tested in IT audits for South African HEIs. The research method used was the Delphi technique. Data was collected, analysed, and used as feedback on which to progress to the next round of data collection. Two lists were obtained: a list of the top IT controls relevant to be tested at any organisation, and a list of the top IT controls relevant to be tested at a South African HEI. Comparison of the two lists shows that although there are some differences in the ranking of criteria used to audit corporate organisations as opposed to HEIs, the final two lists of criteria do not differ significantly. Therefore, it was shown that the same broad IT controls are required to be tested in an IT audit for a South African HEI. However, this research suggests that the risk weighting put on particular IT controls should possibly differ for HEIs, as HEIs face differing IT risks. If further studies can be established which cater for more specific controls, then the combined effect of this study and future ones will be a valuable contribution to knowledge for IT audits in a South African higher education context.
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Crowster, Nicolette Antoninia. "Establishing a community of practice in the information technology departments of South African higher education institutions: developing information technology capacity in higher education’s ITIL programme 2007 - 2009." 2009. http://hdl.handle.net/11394/3181.
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Magister Bibliothecologiae - MBiblCommunities of practice have been described as supportive environments where knowledge creation, knowledge sharing, learning and problem resolution takes place (Hildreth and Kimble, 2002; Wenger, 1998a; Zhang and Watts, 2008). The literature points to the use of community of practice in organisations to leverage knowledge held by individuals for competitive advantage. Wenger (1998b) developed the Practice and Identity’ framework as a measure of whether a group could be called a community of practice. The ‘Developing information technology capacity in higher education’ (DITCHE) project rolled out the Information Technology Infrastructure Library (ITIL) service management programme as part of the brief to provide interventions beneficial to South African higher education institutions. Staff from the information technology departments attended the training over the period 2007 to 2009. This study examined the actions and outputs of the group which attended the ITIL service management training against the Wengerian ‘Practice and Identity’ framework to determine whether this group could be considered a community of practice. Research questions arising from the stated problem are: • Do the DITCHE ITIL groups meet the definition of community of practice as defined by Wenger’s ‘Practice and Identity’ framework? • What factors are required for the formation and sustaining of a community of practice? • What value is to be found in successful DITCHE ITIL communities of practice? The research design consisted of phases which included a survey of the literature to determine the most recent theories on this subject matter and definitions of key concepts. The concept of communities of practice is not singular. Cox (2001) pointed to four works which he considered seminal to the discussion about the concept of community of practice. He suggested that these be used as markers in the discussion on the conceptualization of community of practice. Each of these works could be used as frameworks for determining the existence of communities of practice as he noted the lack of overlap of elements in the different frameworks. The physical separation of participants of the study across South Africa necessitating the use of information and communication technologies made the Wenger ‘Practice and Identity’ framework the most suitable choice against which to frame the study as the elements of collocation and situated learning are not absolute requirements. Data were collected from participants of this study using questionnaires and interviews and the output was viewed against the components of the Wengerian framework viz. mutual engagement, shared repertoire and joint enterprise. The study found that while evidence existed for a match to these elements, it was insufficient to deem the DITCHE ITIL group a community of practice in the discourse of the 1998 framework. This group meets the description of an online community of practice where infrequent but intense discourse takes place when a problem needs to be resolved. Factors contributing to the arrival of this conclusion were identified. Motivations and barriers to the formation of communities of practice were identified. Further recommendations for continued community building such as further active leadership and the use of social networking tools are included. The study concluded that the potential existed for South African public higher education institutions to derive benefit from communities of practice and the DITCHE programme.
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Pinto, António João da Silva Cortez. "An analysis about the relationship between the cloud computing model and ITIL v3 2011." Master's thesis, 2021. http://hdl.handle.net/10071/24472.
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Cloud Computing is widely recognized as a recent computing paradigm of digital transformation in which scalable and elastic computational resources are delivered as a service through Internet technologies. Its characteristics made this business model increasingly adopted by organizations reaching business goals. Besides its benefits, some risks may impact organizations internally and, in the way they deliver their services to their clients. Therefore, it became important to understand the impacts of the Cloud model on the way companies organize their processes.
The goal of this work is to investigate which are the main impacts arising from the Cloud Computing model currently impacting Information Technology Infrastructure Library framework processes. The methodology selected will be through semi-structured interviews with knowledgeable professionals to effectively collect practical information that, according to the Systematic Literature Review performed, could not be collected by the traditional literature.
By analyzing the Systematic Literature Review results, several processes of this framework were affected, which may lead to a need for reframing it. Although the organization’s approach to this model must be enhanced and adapted to a new reality, the empirical insights collected from semi-structured interviews, suggest that the framework does not need to be reframed, and ITIL v3 2011 most impacted processes by the introduction of the Cloud-based model, are Change Management and Incident Management.A computação em nuvem é amplamente reconhecida como um paradigma de computação recente da transformação digital, no qual recursos computacionais escaláveis e elásticos são fornecidos como um serviço através de tecnologias na Internet. As suas características fizeram com que esse modelo de negócio fosse cada vez mais adotado por organizações que na prossecução dos seus objetivos de negócio. Além dos benefícios, também existem os riscos podem impactar as organizações internamente e na forma como entregam os seus serviços aos clientes. Portanto, tornou-se importante entender os impactos do modelo de Cloud na forma como as empresas organizam seus próprios processos e práticas. O objetivo deste trabalho é investigar quais são os principais impactos decorrentes do modelo de Cloud que impactam atualmente os processos da Information Technology Infrastructure Library. A metodologia selecionada será por meio de entrevistas semiestruturadas a profissionais capacitados para recolher informações decorrentes de experiências na prática que, de acordo com a Revisão Sistemática da Literatura realizada, não poderiam ser obtidas pela literatura tradicional. Ao analisar os resultados da Revisão Sistemática da Literatura, diversos processos desta framework foram afetados, o que pode levar à necessidade de reformulá-la. As considerações empíricas recolhidas nas entrevistas semiestruturadas, sugerem que a framework não necessita de ser reformulada e que os processos do ITIL v3 2011 mais impactados no modelo Cloud são o de Gestão de Incidentes e de Gestão da Mudança.