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He, Qiang. "Lifetime service level agreement management for service composition." Swinburne Research Bank, 2009. http://hdl.handle.net/1959.3/68739.
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Thesis (Ph.D) - [Faculty of Information and Communication Technologies], Swinburne University of Technology, 2009.Typescript. A thesis submitted to [Faculty of Information and Communication Technologies], Swinburne University of Technology for the degree of Doctor of Philosophy. "March 2009". Bibliography: p. 136-141.
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Rastogi, Rahul. "Information security service management : a service management approach to information security management." Thesis, Nelson Mandela Metropolitan University, 2011. http://hdl.handle.net/10948/1389.
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In today’s world, information and the associated Information Technology are critical assets for many organizations. Any information security breach, or compromise of these assets, can lead to serious implications for organizations that are heavily dependent on these assets. For such organizations, information security becomes vital. Organizations deploy an information security infrastructure for protecting their information assets. This infrastructure consists of policies and controls. Organizations also create an information security management system for managing information security in the organization. While some of the policies and controls are of a purely technical nature, many depend upon the actions of end-users. However, end-users are known to exhibit both compliant and noncompliant behaviours in respect of these information security policies and controls in the organization. Non-compliant information security behaviours of end-users have the potential to lead to information security breaches. Non-compliance thus needs to be controlled. The discipline of information security and its management have evolved over the years. However, the discipline has retained the technology-driven nature of its origin. In this context, the discipline has failed to adequately appreciate the role played by the end-users and the complexities of their behaviour, as it relates to information security policies and controls. The pervasive information security management philosophy is that of treating end-users as the enemy. Compliance is sought to be achieved through awareness programs, rewards, punishments and evermore strict policies and controls. This has led to a bureaucratic information security management approach. The philosophy of treating end-users as the enemy has had an adverse impact on information security in the organization. It can be said that rather than curbing non-compliance by end-users, the present-day bureaucratic approach to information security management has contributed to non-compliance. This thesis calls this the end-user crisis. This research aims at resolving this crisis by identifying an improved approach to information security management in the organization. This research has applied the service management approach to information security management. The resultant Information Security Service Management (ISSM) views end-users as assets and resources, and not as enemies. The central idea of ISSM is that the end-user is to be treated as a customer, whose needs are to be satisfied. This research presents ISSM. This research also presents the various components of ISSM to aid in its implementation in an organization.
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Adel, Serhani Mohamed. "A framework and methodology for managing quality of web services extending service oriented architecture: SOA to support web service management, QoWS management and web service composition management." Saarbrücken VDM Verlag Dr. Müller, 2006. http://d-nb.info/991217853/04.
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Taneja, Mukesh. "A service curve approach for quality of service management in integrated services networks /." Diss., Connect to a 24 p. preview or request complete full text in PDF format. Access restricted to UC campuses, 1998. http://wwwlib.umi.com/cr/ucsd/fullcit?p9914079.
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Del, Val Noguera Elena. "Semantic Service management for service-oriented MAS." Doctoral thesis, Universitat Politècnica de València, 2013. http://hdl.handle.net/10251/27556.
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Actualmente, los sistemas informáticos complejos se describen en términos de entidades que actúan como proveedores y consumidores. Estas entidades ofrecen su funcionalidad a través de servicios e interactúan entre ellas para ofrecer o pedir estos servicios. La integración de Sistemas Multi-Agente Abiertos y de Sistemas Orientados a Servicios es adecuada para implementar este tipo de sistemas. En los SMA abiertos, los agentes entran y salen del sistema, interactúan con los demás de una manera flexible, y se consideran como entidades reactivas y proactivas, capaces de razonar acerca de lo que sucede en su entorno y llevar a cabo acciones locales sobre la base de sus observaciones para alcanzar sus metas. El área de la computación orientada a servicios proporciona los bloques de construcción básicos para aplicaciones empresariales complejas que son los servicios. Los servicios son independientes de la plataforma y pueden ser descubiertos y compuestos de manera dinámica. Estas características hacen que los servicios sean adecuados para hacer frente a la elevada tasa de cambios en las demandas de las empresas.
Sin embargo, la complejidad de los sistemas informáticos, los cambios en las condiciones del entorno y el conocimiento parcial de los agentes sobre el sistema requieren que los agentes cuenten con mecanismos que les faciliten tareas como el descubrimiento de servicios, la auto-organización de sus relaciones estructurales conforme se producen cambios en la demanda de servicios, y la promoción y mantenimiento de un comportamiento cooperativo entre los agentes para garantizar el buen desarrollo de la actividad de descubrimiento de servicios en el sistema.
La principal aportación de esta tesis doctoral es la propuesta de un marco para Sistemas Multi-Agente Abiertos Orientados a Servicios. Este marco integra agentes que se encuentran en una red sin ningún tipo de estructura predefinida, y agentes que además de estar en esa red forman parte de grupos dinámicos más compDel Val Noguera, E. (2013). Semantic Service management for service-oriented MAS [Tesis doctoral no publicada]. Universitat Politècnica de València. https://doi.org/10.4995/Thesis/10251/27556
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Ludwig, André. "COSMA management of service level agreements in composite services." Berlin Logos-Verl, 2009. http://d-nb.info/992551544/04.
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Fadel, Etimad A. "Distributed systems management service." Thesis, De Montfort University, 2007. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.438881.
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Al-Ali, Rashid J. "Quality of service management in service-oriented grids." Thesis, Cardiff University, 2005. http://orca.cf.ac.uk/55995/.
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Grid computing provides a robust paradigm for aggregating disparate resources in a secure and controlled environment. The emerging grid infrastructure gives rise to a class of scientific applications and services in support of collaborative and distributed resource-sharing requirements, as part of teleimmersion, visualization and simulation services. Because such applications operate in a collaborative mode, data must be stored, processed and delivered in a timely manner. Such classes of applications have collaborative and distributed resource-sharing requirements, and have stringent real-time constraints and quality-of-service (QoS) requirements. A QoS management approach is therefore essential to orchestrate and guarantee the interaction among such applications in a distributed computing environment. Grid architectures require an underpinning of QoS support to manage complex computation-intensive and data-intensive applications, as current grid middleware solutions lack QoS provision. QoS guarantees in the grid context have, however, not been given the importance they merit. To enhance its functionality, a computational grid must be overlaid with an advanced QoS architecture to best execute those applications with real-time constraints. This thesis reports on the design and implementation of a software framework, called Grid QoS Management (G-QoSm). G-QoSm incorporates a new QoS management model and provides a service-oriented QoS management approach that supports the Open Grid Service Architecture. Its novel features include grid-service discovery based on QoS attributes, immediate and advance resource reservation, service execution with QoS constraints, and techniques for QoS adaptation to compensate for resource degradation, and to optimise resource allocation while maintaining a service level agreement. The benefits of G-QoSm are demonstrated by prototype test-beds that integrate scientific grid applications and simulate grid data-transfer applications. Results show that the grid application and the data-transfer simulation have better performance when used with the proposed QoS approach. QoS abstractions are presented for building QoS-aware applications, in the context of service-oriented grids. These abstractions are application programming interfaces to facilitate application developers utilising the proposed QoS management solution.
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Schaaf, Thomas. "IT-gestütztes Service-Level-Management." Diss., lmu, 2008. http://nbn-resolving.de/urn:nbn:de:bvb:19-95346.
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Attou, Abdelhak. "Content and service adaption management." Thesis, University of Surrey, 2009. http://epubs.surrey.ac.uk/804744/.
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Ingram, D. "Integrated quality of service management." Thesis, University of Cambridge, 2000. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.604934.
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Much work has been done on real time scheduling algorithms, but prototypes have made assumptions preventing their adoption in production desktop systems. In particular, they are generally incompatible with common monolithic kernel design and ubiquitous client-server architectures. Acceptance has also been poor because little attention is given to automatically managing quality of service parameters. This dissertation explores the use of soft real time scheduling on a conventionally structured platform. The approach taken is to extend an existing system, thus preserving a large, realistic application software base. The modified system is called Linux-SRT. Results show that soft real time scheduling is effective even on desktop systems which lack fine-grained preemptivity and response times. A basic design premise is that scheduling is separated from functionality, and this allows quality of service to be associated with any unmodified Linux application. End to end quality of service is viewed as a middleware service. Servers and IPC: Our solution makes important servers aware of their clients' Quality of Service, without needing to restructure them. Real time multi-threaded servers are supported with reserves allocated to sets of threads. Single-threaded servers such as the X window system are also addressed with a retrospective accounting mechanism. An asynchronous kernel events system ties the components together and allows servers to synchronise with other activities. Sockets between resource controlled processes provide integral peer authentication for admission control and priority inheritance. Quality of Service Management: Quality of service parameters are applied automatically to real time applications. The user may override this, but care has been taken to streamline the interface. Control and status indicators are tightly integrated with window management functions, hence avoiding cumbersome control programs.
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Dufalla, Michele. "Essays in Service Operations Management." Research Showcase @ CMU, 2014. http://repository.cmu.edu/dissertations/346.
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In this dissertation, I discuss three problems within service operations management: identifying situational attributes that lead to positive customer outcomes under a Twitter-based customer service framework; the conditions for finite delay of first-in-first-out multiserver systems when confronted with integral loads; and the relative performance of different bargaining mechanisms for a seller of finite perishable inventory, with a further investigation of the consequences of modeling private information. First, we consider a large telecommunications company that provides customer support over Twitter. Using 10 months of service data, we apply model selection techniques to develop an ordinal logistic regression model assessing the probability that a given customer service interaction will result in a positive, neutral or negative resolution as determined by the customer’s sentiment expression. Our model incorporates customer, service and network explanatory attributes. We find that customers are less likely to experience a positive final sentiment as time passes, that is, those cases later in the 10 month period studied are less likely to experience positive resolution. This suggests that there is a drop-off in the likelihood of more positive resolution, but that this effect levels off. This finding may indicate a shift by the customer service team to harder to resolve cases as the program matures. Next, we consider conditions for finite expected delay in FIFO multiserver queues with integral loads. Scheller-Wolf and Vesilo (2006) find necessary and sufficient conditions for a finite rth moment of expected delay in a FIFO multiserver queue, assuming a non-integral load and a service time distribution belonging to class L1B . Removing the non-integral load assumption results in a gap between the identified necessary and sufficient conditions, as discussed by Foss (2009). We decrease the size of this gap through the application of domain of attraction results. Specifically, we find a stricter necessary condition for a GI/GI/K-server system with integral p that is more restrictive than those in the literature. Finally, we consider the problem of a seller with a finite supply of perishable inventory. We consider four price setting mechanisms: seller posted price, buyer posted price, split-the-difference, and the neutral bargaining solution. We rank the value of these different mechanisms analytically and numerically in the context of the symmetric uniform trading problem from the perspective of the seller. While the ordering of the mechanisms remains the same as compared to the infinite horizon case studied in the literature, we use a model analogous to the infinite horizon case to find numerically that the relative value of the split-the-difference mechanism increases when the seller ultimately faces a dead- line to complete the sales. The split-the-difference mechanism becomes more valuable as the ratio of available inventory to time remaining increases because it is more likely to result in a sale than the seller posted price mechanism. In general, modeling private information is more challenging for the split-the-difference and neutral bargaining solution mechanisms than for the two posted price mechanisms. To assess the importance of this added complication, we quantify the effect of modeling private information when computing the seller’s opportunity cost and find that while private information makes only a small difference in the neutral bargaining solution case, this modeling choice makes a large difference in the split-the-difference case when the seller is weak.
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MEDEIROS, Robson Wagner Albuquerque de. "Cost management of service composition." Universidade Federal de Pernambuco, 2017. https://repositorio.ufpe.br/handle/123456789/24891.
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Service-Oriented Architecture (SOA) is a software design style based on the notion of Service-Oriented Computing (SOC) that facilitates the interoperability among computer systems of possibly different businesses. Cost is one of the most challenging factors influencing SOA adoption in organisations and a significant factor in SOA project success. Nevertheless, many institutions across the world have adopted SOA to interconnect their computing infrastructures (Business-to-Business) and offer interfaces to their customers (Business-to-Customer). For these companies, SOA can address their needs to access the market more quickly, respond to changes in a business environment, improve business processes, improve customers’ services and even reduce costs. In SOA, service composition has emerged as an important strategy to enable collaboration of applications provided by different companies (Business-to-Business). With the increasing number of Web services having similar functionality but different pricing schemes, choosing the most appropriate set of services with the lowest cost has been a challenge in service compositions. Several techniques to compute and analyse the cost of service compositions already exist. However, there is still no approach to developing cost management systems able to assist in the planning, definition, scheduling, execution, monitoring and adaptation of compositions taking into account all classes of cost behaviour and all type of cost drivers. Thus, the principal objective of this thesis is to present a framework to manage cost throughout the service composition life-cycle in an integrated way taking into account cost properties of services and service compositions. Therefore, we provide a metamodel to specify complex cost behaviours. Also, we propose algorithms to compute service costs and select the best services that meet the cost requirements of the service composition according to the cost behaviour of each service. Moreover, we propose an architecture for developing engines able to manage the cost throughout the service composition life-cycle. Finally, we implemented a prototype based on the proposed architecture and executed experiments that show the effectiveness and efficiency of our approach to managing the cost of service composition.
A Arquitetura Orientada a Serviços (do inglêsSOA) é um estilo de projeto de software baseado na Computação Orientada a Serviço (do inglêsSOC) que facilita a interoperabilidade entre os sistemas de computadores de empresas possivelmente diferentes. Custo é um dos fatores mais desafiadores que influenciam a adoção de SOA nas organizações e um fator significativo no sucesso do projeto SOA. No entanto, muitas organizações em todo o mundo adotaram SOA para interconectar suas infra-estruturas de computação (Business-to-Business) e oferecer interfaces para seus clientes (Business-to-Customer). Para essas empresas, SOA pode atender às suas necessidades de acesso ao mercado mais rapidamente, responder às mudanças em um ambiente de negócio, melhorar os processos de negócios, melhorar os serviços dos clientes e até mesmo reduzir os custos. Em SOA, a composição de serviço emergiu como uma estratégia importante para permitir a colaboração de aplicações fornecidas por diferentes empresas (Business-toBusiness). Com o crescente número de serviços Web com funcionalidades semelhantes, mas com modelos de precificação diferentes, a escolha do conjunto de serviços com o menor custo tem sido um desafio nas composições de serviços. Na literatura existem técnicas para calcular e analisar o custo de composições de serviços. No entanto, ainda não há uma abordagem para desenvolver sistemas de gerenciamento de custos capazes de auxiliar no planejamento, definição, escalonamento, execução, monitoramento e adaptação de composições levando em conta todas as classes de comportamento de custo e os diferentes tipo de fatores de custo adotados pelos provedores de serviços. O objetivo principal desta tese é apresentar um framework para gerenciar composições de serviços ao longo de todas as fases do seu ciclo de vida de uma forma integrada levando em consideração comportamentos complexos de custo de serviços. Sendo assim, fornecemos um metamodelo para especificar comportamentos complexos de custo. Além disso, propomos algoritmos para calcular os custos e selecionar os melhores serviços que atendam aos requisitos de custo da composição de acordo com o modelo de comportamento de custo de cada serviço. Além disso, propomos uma arquitetura para o desenvolvimento de engines de execução capazes de gerenciar o custo ao longo do ciclo de vida da composição. Finalmente, desenvolvemos um protótipo baseado na arquitetura proposta e executamos experimentos que mostram a eficácia e a eficiência de nossa abordagem para gerenciar custo de composições de serviço.
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Maack, Christina. "Logistics Service Providers’ Environmental Management." Licentiate thesis, Linköpings universitet, Logistik, 2012. http://urn.kb.se/resolve?urn=urn:nbn:se:liu:diva-84425.
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This thesis aims to give a holistic description of logistics service providers’ environmental management, which has been lacking in literature. The aim is also to analyse how the logistics service providers’ environmental management provides value to their business, and to discuss its role in their business. This research contributes to the literature on green logistics, which regard the environmental sustainability related to logistics systems but largely lacks the logistics service providers’ perspective. The results support logistics service providers, who meet increasing demands on environmental sustainability, by providing a basis for discussion of how to work towards increased environmental sustainability in their business. It can contribute to discussions, evaluations and understanding of the role of environmental management as value-creating and strategic for the company. In order to explore what logistics service providers’ environmental management actually is, case studies of three different types of logistics service providers are carried out, and the environmental management of these companies are described in separate appended reports. This research is of an explorative nature and the research design has been developed in parallel with conducting the research. The researcher’s personal background thinking behind the research questions and purpose is also presented in addition to describing the research process, as it has impacted the research process. The analysis is inspired by the resource-based view. A literature framework on corporate environmental management and the resource-based view has been formed to provide a background for performing the case studies and to help structure the descriptions and analyses. The logistics service providers’ environmental management is related to compliance, internal efficiency and competitiveness. The analysis results show that environmental management to a great extent seems to be only of implicit interest for competitiveness at present and more to concern future competitiveness. A large part of meeting customers’ environmental demands today involves logistics service providers proving to their customers that they have an environmental effort, more or less regardless of what it actually includes. In order to further explore the value of environmental management, to show it more explicitly, the logistics service providers’ ability to cope with change regarding increased environmental demands is analysed. In this analysis, elements of dynamic capabilities in the companies’ environmental management are identified and presented. This research has generated several ideas for future research, first and foremost relating to organizational development of environmental management among logistics service providers and the development of more environmentally sustainable logistics services.
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Bell, Louise. "Developing service quality and auditing in health services." Thesis, University of Kent, 1999. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.310272.
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Duarte, Tiago Ormonde Marote de Sousa. "IT service management in the organization." Master's thesis, Escola Superior de Tecnologia e Gestão de OLiveira do Hospital, 2015. http://hdl.handle.net/10400.26/17530.
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Avgeropoulos, Konstantinos. "Service Policy Management for User-Centric Services in Heterogeneous Mobile Networks." Thesis, KTH, Mikroelektronik och Informationsteknik, IMIT, 2004. http://urn.kb.se/resolve?urn=urn:nbn:se:kth:diva-93043.
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The Session Initiation Protocol (SIP) is a signaling protocol for IP-based media services that will be the de facto standard for future media-over-IP services. Since SIP User Agents (UAs) support a limited number of service types (usually one or two), we assume that the future user will need to operate several UAs simultaneously. These UAs will constitute the user's personal service network. In this thesis, we investigate architectures for policy-based management of this network so that it can be used in an efficient manner. To achieve this, we propose a new SIP entity, called the SIP Service Manager (SSM), which lies in the core of the management system. Finally, we evaluate our proposal by implementing one version of the SIP Service Manager.Session Initiation Protocol (SIP) är ett signaleringsprotokoll för IP-baserade mediatjänster som kommer att bli "de facto"-standard för framtida "media-över-IP"-tjänster. Då SIP User Agents (UAs) stöder ett begränsat antal typer av tjänster (oftast en eller två), antar vi att framtida användare kommer att behöva använda sig av flera UAs samtidigt. Dessa UAs utgör en användares personliga tjänstenätverk. I denna rapport, undersöker vi arkitekturer för policybaserad hantering (management) av detta nätverk, så att det kan användas effektivt. För att uppnå detta, föreslår vi en ny SIP-enhet, kallad SIP Service Manager (SSM), som är placerad i kärnan av hanteringssystemet. Slutligen utvärderar vi vår föreslagna lösning genom att implementera en version av en SIP Service Manager.
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Kulkarni, Parag Gopal. "Lightweight Mechanisms for Quality of Service Management in Differentiated Services Networks." Thesis, Ulster University, 2007. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.487652.
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Ever since applications requiring different types of service (e.g. low loss, high throughput, low delay/jitter etc.) emerged, there has been a need to support service differentiation Le. differentiation based on the Quality of Service (QoS). Two key solutions to the QoS problem have emerged - Integrated Services (IntServ), which provide fine grained QoS on a per flow basis and Differentiated Services (DiffSelv), which provide coarse grained QoS on a traffic aggregate basis. DiffServ seems to be winning the battle so far because it is simple and scalable. In the DiffServ architecture, the edge routers measure traffic for each Service Level Agreement (SLA) and classify it (traffic classified by the edge router will henceforth be referred to as DS marked) into one of the service classes. The core routers on the other hand, on receipt of a DS marked packet, forward it onto the next hop according to a 'Per Hop Behaviour' (PHB) where a PHB corresponds to a traffic class. Even though the IETF DiffServ \Vorking Group has standardized a few PHBs such as the Expedited Forwarding (EF) PHB and Assured Forwarding (AF) PHB, it has not mandated any specific mechanisms to realize these. This thesis proposes lightweight mechanisms to address the requirements within these two PHBs.
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SALCEDO, MATHEUS. "KNOWLEDGE MANAGEMENT FOR IT SERVICE MANAGEMENT: USAGE AND EVALUATION." PONTIFÍCIA UNIVERSIDADE CATÓLICA DO RIO DE JANEIRO, 2011. http://www.maxwell.vrac.puc-rio.br/Busca_etds.php?strSecao=resultado&nrSeq=17609@1.
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Na atual economia, a vantagem competitiva das empresas pode ser
diretamente ligada à sua capacidade de utilizar o conhecimento detido por seus
membros. No entanto, para agregar valor a uma organização, este conhecimento
precisa ser compartilhado. Desta forma, a capacidade da organização de integrar e
aplicar os conhecimentos especializados de sua força de trabalho é fundamental
para obter e manter uma vantagem competitiva organizacional. Os sistemas de
gerenciamento de conhecimento auxiliam a criação, coleta, organização e
disseminação de conhecimento. Entretanto, esses sistemas possuem limitações
como, por exemplo, a grande dificuldade de integrar conhecimentos provenientes
de diferentes fontes, geralmente em virtude da ausência de Semântica nas suas
descrições. O principal objetivo desta dissertação é estudar as limitações
tecnológicas dos sistemas de gerenciamento de conhecimento existentes e propor
soluções através da adoção de formalismos da Web Semântica. Para atingir este
objetivo é usado, como estudo de caso, um sistema de gerenciamento de
conhecimento em produção de uma grande empresa brasileira que apóia a
operação da sua infraestrutura de TIC. Neste estudo, demonstra-se que esta
abordagem permite acrescentar Semântica adicional a dados já existentes,
integrando bases anteriormente isoladas, gerando um melhor resultado
operacional.In today s economy, the competitive advantage of companies can be directly linked to its ability to utilize the knowledge held by its members. However, to add value to an organization, this knowledge must be shared. Thus, the organization s ability to integrate and apply the expertise of its workforce is essential to achieve and maintain an organizational competitive advantage. The knowledge management systems help to create, collect, organize and disseminate knowledge. However, these systems have limitations, such as the difficulty of integrating knowledge from different sources, usually because of the lack of semantics in his descriptions. The main objective of this dissertation is to study the technological limitations of existing knowledge management systems and propose solutions through the adoption of Semantic Web formalisms. To achieve this goal, is used as a study case the knowledge management system in production of a large Brazilian company, which supports the operation of its IT infrastructure. This study demonstrates that this approach can add additional semantics to existing data, integrating previously isolated databases, creating a better operating result.
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Mak, Yin-chun, and 麥燕珍. "Improving service delivery in the Urban Services Department." Thesis, The University of Hong Kong (Pokfulam, Hong Kong), 1997. http://hub.hku.hk/bib/B31965660.
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Davies, Ian. "Emerging management education issues for the human services." Thesis, University of Bristol, 2001. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.343294.
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Skogsrud, Halvard Computer Science & Engineering Faculty of Engineering UNSW. "Trust negotiation policy management for service-oriented applications." Awarded by:University of New South Wales. Computer Science and Engineering, 2006. http://handle.unsw.edu.au/1959.4/25723.
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Service-oriented architectures (SOA), and in particular Web services, have quickly become a popular technology to connect applications both within and across enterprise boundaries. However, as services are increasingly used to implement critical functionality, security has become an important concern impeding the widespread adoption of SOA. Trust negotiation is an approach to access control that may be applied in scenarios where service requesters are often unknown in advance, such as for services available via the public Internet. Rather than relying on requesters' identities, trust negotiation makes access decisions based on the level of trust established between the requester and the provider in a negotiation, during which the parties exchange credentials, which are signed assertions that describe some attributes of the owner. However, managing the evolution of trust negotiation policies is a difficult problem that has not been sufficiently addressed to date. Access control policies have a lifecycle, and they are revised based on applicable business policies. Additionally, because a trust relationship established in a trust negotiation may be long lasting, their evolution must also be managed. Simply allowing a negotiation to continue according to an old policy may be undesirable, especially if new important constraints have been added. In this thesis, we introduce a model-driven trust negotiation framework for service-oriented applications. The framework employs a model for trust negotiation, based on state machines, that allows automated generation of the control structures necessary to enforce trust negotiation policies from the visual model of the policy. Our policy model also supports lifecycle management. We provide sets of operations to modify policies and to manage ongoing negotiations, and operators for identifying and managing impacts of changes to trust negotiation policies on ongoing trust negotiations. The framework presented in the thesis has been implemented in the Trust-Serv prototype, which leverages industry specifications such as WS-Security and WS-Trust to offer a container-centric mechanism for deploying trust negotiation that is transparent to the services being protected.
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Hogg, Gillian. "Service quality in business advisory services : the case of the public relations industry in Scotland." Thesis, University of Stirling, 1996. http://hdl.handle.net/1893/2583.
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The thesis concerns quality of service in the context of business advisory services. The economic rationale for improving any quality standard is based on the theory that by creating customer satisfaction and a perception of service quality, an organisation can retain its existing customers and attract new business, thus improving market share. This argument is based on the assumption that by improving the quality of the service delivered to customers, product offerings can be differentiated in such a way as to improve customer value. This is a customer defined approach to quality and assumes that the provider has understood and responded to customer requirements. In order to achieve this it is necessary to understand the particular situational characteristics of this market and the criteria customers use to assess the service they receive. In order to investigate service quality in business advisory services, the public relations industry in Scotland is considered as a specific case. Public relations is a business advisory service concerned with the management of image or reputation. However it is not a homogeneous product and is made up of a number of specific functions that equate to two main product variants. Based on these product variants, the research identifies three main purchaser groups in Scotland. However, although outcome expectations are consistent across purchaser groups, there are different expectations of the process of delivering the service according to the product variant purchased. The research concludes that when purchasers are buying a task level service their perceptions of quality are based upon tangible, measurable service features, whilst purchasers of a managerial product variant are concerned with process factors that lead to developing a relationship of trust. There are also a number of 'bottom-line' expectations, common across purchaser groups, which are essential to a perception of quality. Service quality, in the business advisory service context, is dependant on recognising what constitutes the core product and tailoring the process of delivery to satisfy purchaser expectations. The implications of this research are that an understanding of context is essential when considering service quality, in order that customer expectations and provider delivery combine to achieve added value. Secondly, that product definitions are required in determining the expectations associated with performance quality; and thirdly, that customer segmentation based upon product variant is a viable proposition in business advisory services.
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Mlcek, Susan Huhana Elaine. "Paucity management models in community welfare service delivery." View thesis, 2008. http://handle.uws.edu.au:8081/1959.7/33647.
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Thesis (Ph.D.)--University of Western Sydney, 2008.A thesis presented to the University of Western Sydney, College of Arts, Social Justice and Social Change Research Centre, in fulfilment of the requirements for the degree of Doctor of Philosophy. Includes bibliographies.
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Hovestadt, Matthias. "Service level agreement aware resource management." [S.l.] : [s.n.], 2006. http://deposit.ddb.de/cgi-bin/dokserv?idn=983284571.
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Shiaa, Mazen Malek. "Mobility management in adaptable service systems." Doctoral thesis, Norwegian University of Science and Technology, Department of Telematics, 2005. http://urn.kb.se/resolve?urn=urn:nbn:no:ntnu:diva-882.
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Telecommunication service systems have been developing rapidly during the last five decades. The service architectures as well as the technologies for design, implementation, deployment, execution, and management of the services have been under continuous development. The focus of this thesis is mobility management in adaptable service systems. Adaptable service systems are service systems that adapt dynamically to changes in both time and position related to users, nodes, capabilities, status and changed service requirements and mobility management is the handling of movements of the various components that can potentially move. As examples persons, services, terminals, nodes, capabilities, data and programs can move. Mobility management allows services to find locations, and to deliver certain content to the users or terminals regardless of their location. This thesis is focusing on the movement of persons, services, programs and terminals.
The thesis is related to TAPAS (Telematics Architecture for Playbased Adaptable Service Systems) research project. This project started in 1997 and has been founded by the Norwegian Research Council and the Department of Telematics at NTNU.
The thesis has four main parts: 1) a generic terminology framework, 2) a mobility management architecture, 3) a design model for the basic mechanism used to specify and realize the services, i.e. the role-figure model, and 4) a formal model and analysis of the role-figure model. The terminology framework is the basis for the mobility management architecture. Three main mobility types are handled. These types are personal mobility, role-figure mobility, and terminal mobility. For each of these mobility types a set of generic concepts, definitions, and requirement rules are presented.
The mobility management architecture defines the structure and the functionality of the entities needed to handle the various mobility types. The mobility management architecture is worked out within the context of TAPAS.
The role-figure model is an abstract model for the implemented rolefigure functionality. It has parts such as behaviour, capabilities, interfaces, messages, and executing methods. By using an ODP (Open Distributed Processing) semantic framework and the rewriting logic, the structure of the cooperating role-figures and their behaviour is defined.
This model will be used as the basis for a formal model specified in Maude, which is a language and tool supporting specification and analysis of rewriting logic theories. It is used to reason about the structure and the behaviour of the role-figures and the proposed solution for role-figure mobility.
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Schultz, David A., and Russell L. Ellis. "Organizational analysis of Food Service Management." Monterey, California. Naval Postgraduate School, 2011. http://hdl.handle.net/10945/10776.
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MBA Professional ReportThis study analyzes the current Navy Food Management Team (NFMT) alignment under the leadership of COMFISCS and the inability for NAVSUP Food Service (SUP 05) to directly coordinate with teams in the seven different assigned regions. This separation has raised difficulties for SUP 05 to gauge the effectiveness of training, budgeting, team make-up, fleet trends, policy implementation and instruction reviews and re-writes. The lack of continuity and consistency across Navy food service operations is driving the research behind this project, with the ultimate goal being recommendations that lead to the organizational structure that improves customer service fleet wide. The data set contains current Navy Food Management Team manning levels, annual budgets, Supply Management Certification scores for the last three years, training assist visit percentages and ship visit periodicities in each geographical area of responsibility. An extensive cost analysis was also performed covering salaries, basic housing allowances for team members by location, travel costs and facilities and office expenses in an attempt to provide a recommendation for the most efficient, cost effective team management for the future.
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Sofela, Olaolu. "Service identification for business process management." Thesis, Bournemouth University, 2017. http://eprints.bournemouth.ac.uk/29902/.
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Over the years Service Oriented Architecture (SOA) has gained momentum and is becoming the standard for providing systematic business solutions. Likewise, the requirements for identifying business services are fast changing and a solution to the service identification problem needs a robust approach. It is known that this task of identifying candidate services is the first and the most important step in developing service-oriented business systems. The recent approaches of identifying candidate services have some shortcomings (defined data type size, unrepeatable approach, inapplicable to all enterprise information system and unadaptable to business factor change). Some approaches focus on fixed cases or certain types of organizations (single or collaborating organizations) neglecting the enterprise systems which are either (open or closed) single or collaborating enterprise information system, which makes some past approaches not applicable to some real-life business cases. This thesis focuses on solving the headline issues and introduces a new approach for service identification applicable to different organization’s business processes. The thesis also proposes a new step-by-step algorithm and methodology that identify business services derived from data-set from any given business case.
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Fernandes, G. P. A. "Distributed platform support for service management." Thesis, University of Kent, 1998. https://kar.kent.ac.uk/21637/.
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Distributed computing systems, with a high degree of interaction, cooperation, and sharing of resources between large numbers of computing elements, are becoming critical to the working of many enterprises. The evolution of services and networks along with the development of interorganisational, distributed applications require distributed management techniques, systems and tools. Different platforms are currently available to assist the development of distributed applications, hiding the underlying diversity and physical distribution of different computers, operating systems and network protocols. However, they supply neither facilities for automatic management of the support services they provide to application developers nor of the applications themselves. A random allocation of software components to nodes and the lack of resource management policies may lead to poor performance by having some nodes overloaded while others are idle. This thesis proposes an approach to distributed systems management, addressing in particular the distribution of the workload submitted to a distributed system by its users. A management architecture based on the ODP Reference Model and the OSI Management Model is presented. Distributed System managers, each responsible for a management domain, and Node Managers interact to allocate services to suitable nodes, considering the services requirements and the resources available. A prototype implementation is described which demonstrates how the concepts and mechanisms that form the architecture can be realised. This, together with a qualitative evaluation, shows the benefits of incorporating this management approach in a distributed environment: service creation and distribution, as well as resource management, is made transparent to platform users; the workload submitted to the system is automatically distributed; and services are provided with the requirements they need.
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Grass, Marcus. "Performance management systems in customer service." Thesis, KTH, Skolan för industriell teknik och management (ITM), 2019. http://urn.kb.se/resolve?urn=urn:nbn:se:kth:diva-264205.
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When management sets performance goals the expectation is that employees should strive to reach them, they are used to drive motivation and increase performance. However, the task of instituting performance goals should not be taken lightly. The goals need to fair, measurable, and accepted by the employees who are to adopt them. There are pitfalls to avoid when setting up performance management systems. If goals are not fair, they can breed resentment against the performance management system. If goals are not easily measurable, their validity in the view of the employees can fade as they cannot tell if their work impacts the goals. This thesis examines the deployment of a performance management application to bolster an already existing performance management system. The thesis involves both the construction of the application, using theory from the field of performance management to inspire its functions, and the investigation into how the application affects increased performance and job satisfaction for the employees who uses it. Thus, the thesis takes theories from performance management, some with their genesis before the digital age; and applied them in a digital format, investigating how well they apply within the space of a web application. The analysis concludes that employing a web application as part of a performance management system can increase engagement with that system. However, if that system is poorly implemented, the positive effects sought from a performance management system, increased performance and job satisfaction, can turn into negative effects such as increased negative stress for the employees. In the studied case, the existing performance management system was poorly fit for some employees, and well fit for others. The result of deploying the web application was increased engagement and a high affect for the web application by those for whom the system fit well, and low engagement and negative affect for the web application by those for whom the system fit poorly. Additionally, implementing competitions made the application more appealing and caused employees to actively use it. Thus, making employees seek to engage more with the underlying performance management system.När chefer sätter mål för arbetare finns en förväntan att arbetarna ska jobba för att uppnå dem, målen används för att driva motivation och att få arbetarna att uppnå högre produktivitet. Men, innan mål sätts bör dessa tänkas igenom grundligt. Målen måste vara rättvisa, mätbara, och accepteras av arbetarna som komma att arbeta under dem. Om målen inte år rättvisa kan dem leda till negativt anseende av förtaget från arbetarna. Om målen inte är mätbara kan deras validitet ifrågasättas då arbetarna inte kan se om deras arbete tar dem närmare att uppfylla målen. Detta examensarbete undersöker vad som händer när en performance managementwebbapplikation används för att förstärka ett existerande performance management-system. Examensarbetet innefattar både konstruktionen av applikationen, och undersökningen av hur applikationen påverkar produktivitet och jobbnöjdhet för arbetarna som använder applikationen. Därav tar examensarbetet teorier från fältet performance management, vissa uttänkta innan digitaliseringens ålder, och undersöker hur dessa fungerar inom ramarna för en webbapplikation. Analysens slutsats är att en webbapplikation med syftet att komplettera ett underliggande performance management-system kan öka arbetarnas engagemang gentemot det underliggande systemet. Dock, om det underliggande systemet lider av brister kan de önskade positiva effekterna av systemet, ökad produktivitet och jobbnöjdhet, vändas till negativa effekter som ökad stress för arbetarna. I det studerade fallet var det underliggande performance management-systemet välanpassat för de flesta arbetare, men dåligt anpassat för en mindre grupp. Resultatet av att införa applikationen var ökat engagemang och uppskattning för performance management-systemet och webbapplikationen från de arbetare för vilka systemet var välanpassat, men lågt engagemang och låg uppskattning för de arbetare för vilka systemet passade dåligt. Ytterligare, implementationen av tävlingar i applikationen gjorde applikationen mer attraktiv och rolig att använda för arbetarna. Detta ledde till att arbetarna sökte sig till applikationen, och därmed sökte sig till att engagera mer med det underliggande performance management-systemet.
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Chen, Chao. "Performance-oriented service management in clouds." Thesis, University of Warwick, 2016. http://wrap.warwick.ac.uk/81885/.
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Cloud computing has provided the convenience for many IT-related and traditional industries to use feature-rich services to process complex requests. Various services are deployed in the cloud and they interact with each other to deliver the required results. How to effectively manage these services, the number of which is ever increasing, within the cloud has unavoidably become a critical issue for both tenants and service providers of the cloud. In this thesis, we develop the novel resource provision frameworks to determine resources provision for interactive services. Next, we propose the algorithms for mapping Virtual Machines (VMs) to Physical Machines (PMs) under different constraints, aiming to achieve the desired Quality-of-Services (QoS) while optimizing the provisions in both computing resources and communication bandwidth. Finally, job scheduling may become a performance bottleneck itself in such a large scale cloud. In order to address this issue, the distributed job scheduling framework has been proposed in the literature. However, such distributed job scheduling may cause resource conflict among distributed job schedulers due to the fact that individual job schedulers make their job scheduling decisions independently. In this thesis, we investigate the methods for reducing resource conflict. We apply the game theoretical methodology to capture the behaviour of the distributed schedulers in the cloud. The frameworks and methods developed in this thesis have been evaluated with a simulated workload, a large-scale workload trace and a real cloud testbed.
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Alghamdi, Ahmed Musfer. "Management concerns in service-driven applications." Thesis, University of Leicester, 2008. http://hdl.handle.net/2381/30107.
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With the abundance of functionally-similar Web-Services, the offered or agreed-on qualities are becoming decisive factors in attracting private as well as corporate customers to a given service, among all others. Nevertheless, the state-of-art in handling qualities, in this emerging service paradigm, remains largely bound to the aspects of technology and their standards (e.g. time-response, availability, throughputs). However, current approaches still ignore capital domain-based business qualities and management concerns (e.g. customer profiles, business deadlines). The main objective of this thesis is to leverage the handling of quality and management issues in service-driven business applications toward the intuitive business level supported by a precise and flexible conceptualisation. Thus, instead of addressing qualities using just rigid IT-SLA (service-level agreements) as followed by Web Services technology and standards, we propose to cope with more abstract and domain-dependent and adaptive qualities in an intuitive, yet conceptual, manner. The approach is centred on evolving business rules and policies for management, with a clean separation of functionalities as specific rules. At the conceptual level, we propose specialised architectural connectors called management laws that we also separate from coordination laws for functionality issues. We further propose a smooth and compliant mapping of the conceptualisation toward service technology, using existing rule-based standards.
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Braun, Sebastian, and Eicke Leffers. "Service Data Management : How data around services can help to manage services internally - a case study at the Volvo Group." Thesis, Linköpings universitet, Logistik- och kvalitetsutveckling, 2015. http://urn.kb.se/resolve?urn=urn:nbn:se:liu:diva-122815.
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Traditional manufacturing firms today are on the way to extend their product portfolio with services in order to broaden their offering and to strengthen the relation to their customers. New services are being developed, old services are substituted and replaced and existing services adapted, while the amount of services tends to increase in total. As the number of services increases, so does the administrative work and complexity that comes along with services. This thesis aims at investigating how to handle the rising amount of data internally created around services and which service data need to be managed to describe a service. The objective is to find a way that allows Volvo to focus on the development and adaptation of services and not being distracted with work on administration of data around services, but rather focus on value-creating work. Different types of metadata are identified that describe a service along its lifecycle, e.g. versions, lifecycle stages, dependencies to other services, etc. The way is summarized in a framework that illustrates which data are needed and how this information can be managed. Besides the literature study, a benchmarking study is conducted within three other, global operating companies that have made their way from a manufacturer to a service provider or are still on the way to become one. The objective is to analyze their way on handling service data and to compare those to the one of Volvo and use the gathered information to provide a recommendation that suits Volvo’s way of working. The benchmarking study aimed at investigating the current status and future objectives of the firms through interviews with service experts. The results show that there is a great variation among the firms, including Volvo. While the third benchmarking firm has a mature way of dealing with services in their administration, Volvo and the benchmarking firm 2 are at an early stage in the servitization process. However, benchmarking firm 1 has an intermediate state that is strongly supported by an existing ERP system that is capable of registering service data. The Volvo Group acts in a strong competitive market that demands fleet management services, maintenance agreements and repair contracts in addition to the product offering. A lean way of service data management with high efficiency allows Volvo to compete in this market successfully. Services can be developed quicker by reuse of existing modules, a tracking of changes allows users to see the evolution of a particular service and the impact of a change can be estimated with the right system that considers dependencies among services. A solution to improve in the service data management is presented in the developed framework of this thesis. It is one way to account for the growing number of data and services and to simplify the daily work with services with a software-based solution. It can help to approach the growing number of services and to structure them in a daily work environment as well as from a more holistic portfolio management perspective.
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Raygan, Robert E. "Enterprise configuration management in a service-oriented architecture environment delivering IT services." Birmingham, Ala. : University of Alabama at Birmingham, 2007. https://www.mhsl.uab.edu/dt/2008r/raygan.pdf.
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Thesis (Ph. D.)--University of Alabama at Birmingham, 2007.Additional advisors: Dale W. Callahan, Laurie Joiner, Helmuth F. Orthner, Gregg Vaughn. Description based on contents viewed Oct. 6, 2008; title from PDF t.p. Includes bibliographical references.
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Memon, Ally Raza. "Management in collaborative and integrated healthcare service systems : concept and practice." Thesis, University of Edinburgh, 2015. http://hdl.handle.net/1842/21998.
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This study explores how managers are coping within a changing public healthcare service context and how the role of service managers and the nature of Management Development are being transformed. With the public healthcare sector in the UK facing complex challenges including financial constraint and increasing service demand, it is inevitable that collaborative partnership working and service integration are viewed as a means of addressing such challenges. Using the views and experiences of service managers from Scottish Community Health Care Partnership cases, the study highlights the experiences of managers in relation to partnership working and service integration and explores the potential implications of this for managerial learning, training and development. The research evidence establishes the importance of changing roles, responsibilities and relationships for managers in a changing healthcare service environment and takes on board a Service-Dominant approach and propositions from New Public Governance theory to explain these and to address attendant issues. Specifically, the challenges surrounding the learning, training and development of managers in an increasingly integrated services environment are explored and reconceptualised through a Services-as-Systems approach. The outcomes of this study allow for a better understanding of the changing nature of work that managers do and attempts to reframe Management Development in such a context for the future.
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Arfmann, David. "A new lean service model : the value of customer integration into service operations." Thesis, University of Gloucestershire, 2015. http://eprints.glos.ac.uk/2927/.
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Purpose – The purpose of this thesis is to explore the implications of value co-creation on lean service operations. Given that only customers are able to create value, the integration of customers becomes more and more important. This thesis investigates customer integration through applying and enhancing lean principles. The overall goal of this study is to develop and test a model to integrate customers into service operations in a lean way, considering value co-creation theory. Design/methodology/approach – The overall research strategy of enquiry consists of action research and mixed methods approaches. A systematic literature review is conducted on customer integration methods considering 27 relevant studies. Afterwards, a meta-synthesis of these studies is provided to develop a model for lean customer integration. Seven propositions are formulated to test the model. Therefore, the model is implemented in two independent pole case companies (SMEs) within pure service businesses. Six different mixed methods are applied to investigate effects of model implementation. Beside interviews, process observations and customer workshops, document analysis, Monte Carlo Simulation, regular debriefing sessions are conducted. To clarify arising anomalies, an experiment is conducted with 46 participants in 4 different groups. Finally, a revised model is presented. Findings – The findings show that through synthesizing selected studies, a model is developed that should facilitate customer integration into firm’s service operations in a lean way. Application of the model in the case companies reveals that it enables a company to enhance operational performance, as well as value creation. Findings further show that a significant portion of unavoidable waste can be turned into either functional or emotional value. This emphasizes the relevance of developing and applying service specific lean tools in order to cope with service specific challenges. Research limitations and practical implications – As the findings are based on a systematic literature review and tested within a pure service environment (SMEs), the proposed model should be tested in other circumstances to further improve the results. The findings may be of interest to scholars in the field of lean or service operations, as well as practitioners seeking to enhance their operational performance through lean customer integration. Originality/value – This thesis contributes to knowledge in the field of lean service operations, as it provides the first validated model to integrate customers in operations in a lean way. It also provides a new approach to practitioners seeking not only to ‘streamline’, but also to ‘valueline’ their value creation processes. In particular, the role of customers as value (co-) creators is considered from an operational perspective and provides important insights on how customer value can be enhanced in pure services.
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Obidallah, Waeal. "Business Process and Service Change Management in Service Oriented Virtual Organizations." Thèse, Université d'Ottawa / University of Ottawa, 2013. http://hdl.handle.net/10393/30199.
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Service Oriented Virtual Organizations (SOVOs) business processes and services are subject to change to meet the internal and external requirements of the competitive, complex and rapidly changing environment they operate in. More practical and efficient ways of change management are needed to allow different partners to initiate changes to their business process and services in a faster and user-transparent manner.
This thesis proposes a Change Management Framework for service oriented virtual organizations including a structural and a procedural framework. The structural framework categorizes changes in the SOVO into three layers of change; which include the value network layer, the collaborative process layer and the service providers’ layer, and identifies the impact of change on each layer. Furthermore, the structural framework identifies various triggers of changes which eventually lead to actions taken at the three layers.
The change management procedural framework is derived from the ITIL V3, ECM and ECOLEAD best practices and recommendations, customized to fit the SOVO change requirements. It provides different components including the six layers for change processes, change control, change actors and related management processes. The change management procedural framework provides a sequence of steps and methods that the SOVO and its participated organizations can follow in initiating changes to their business processes or services.
We design an implementation architecture and a prototype for building the change management console which enables the SOVO change management participants to initiate, assess, collaborate, monitor and authorize changes. The prototype is developed to realize and validate the change management process of change in the SOVO environment. We employ the various capabilities of the IBM Business Process Management (BPM) (including its recent Web 2.0 capabilities) to increase the collaboration between partners in the process of change. We demonstrate that the proposed solutions facilitate and enhance the process of change by effectively engaging the SOVO partners in the process of change.
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Caldeira, João Carlos Palmela Pinheiro. "Information technology service management: an experimental approach towards IT service prediction." Master's thesis, FCT - UNL, 2009. http://hdl.handle.net/10362/2075.
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Dissertation presented to obtain a Masters degree in Computer ScienceSoftware development and software quality improvement have been strong topics for discussion in the last decades. Software Engineering has always been concerned with theories and best practices to develop software for large-scale usage. However, most times those theories are not validated in real live environments. Therefore, the need for experiments is immense. The incidents database can be an important asset for software engineering teams. If they learn from past experience in service management, then they will be able to shift from a reactive approach to a more proactive one. The main goal of this dissertation is shedding some light on the influential factors that affect incidents lifecycle, from creation to its closure, and also to investigate to what accuracy the ARIMA models are a valid approach to model and predict not only the ITIL incident management process, but also other ITIL processes and services in general. The dissertation presented herein is on the crossroads of Empirical Software Engineering and of the emerging area of Services Science. It describes an experiment conducted upon a sample of incident reports, recorded during the operation of several hundred commercial software products, over a period of three years (2005-2007), on six countries in Europe and Latin America. The incidents were reported by customers of a large independent software vendor. The primary goal of an Incident Management process is to restore normal service operation as quickly as possible and minimize the adverse impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained. As a result of this, a software company can make use of a good incident management process to improve several areas of their business, particularly product development, product support, the relation with its customers and their positioning in the marketplace. The underlying research questions refer to the validation of which are the influencing factors affecting the incidents management lifecycle, and also aims at finding the existence of patterns and/or trends in incident creation and resolution based on a time series approach. Additionally, it presents the estimation, evaluation and validation of several ARIMA models created with the purpose of forecasting upon incident resolution based on incident creation historic data. Understanding causal-relationships and patterns on incident management can help software development organizations on optimizing their support processes and in allocating the adequate resources; people and budget.
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Chiang, Kung-wai George. "A study of service quality in concurrent quality property management services in Hong Kong /." View the Table of Contents & Abstract, 2005. http://sunzi.lib.hku.hk/hkuto/record/B35808627.
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Bowman, Earle Lindel. "Empowerment : lip service or guest service /." Online version of thesis, 1993. http://hdl.handle.net/1850/12011.
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Paraman, Pradeep [Verfasser]. "Service Guarantee prospect in signalling Service Quality towards Customer Loyalty / Pradeep Paraman." München : GRIN Verlag, 2020. http://d-nb.info/1220832995/34.
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Tejan, Sheikh. "Organizational Size's Effect Strategic Service Innovation and Strategic Service Delivery Innovation." ScholarWorks, 2018. https://scholarworks.waldenu.edu/dissertations/6136.
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Empirical research has established that the service sector is the engine of growth in global economies. Despite the contributions of the service sector to global economies, research in service innovation has been neglected. There are still empirical research gaps especially on the predictors of strategic service delivery innovation (SSDI). The problem statement addressed in this study was that no research used the resource advantage theory to investigate the nature of the relationship between SSI and SSDI with OS as a possible moderator variable. Using resource advantage theory as the foundation, the purpose of this correlational study was to determine whether organizational size moderates the relationship between SSI and SSDI. Survey data were collected from a random sample of IT managers in the United States (n = 250), and data were analyzed using SPSS to specifically test the three hypotheses of the study. The key findings indicated that SSI was positively related to SSDI F (3, 246) = 428.153, p < 0.001 OS was positively related to SSI (t = 10.4, p < 0.001), and OS moderated the relationship between SSI and SSDI F (1, 245) = 0.005, p = 0.006. Using the conceptual framework of the R-A theory was statistically significant to investigate the relationships between the three key variables. Positive social change should be achieved when IT managers realize that strategic service innovation is positively related to strategic service innovation delivery, and is moderated by organizational size, then this information should factor into IT managers' strategic planning to positively impact social change by minimizing cost of production in service delivery to consumers. The outcome of this study was two-fold: academic significance of delivery innovation (SSDI) and managerial significance.
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Aris, Sulaiman Bin. "Risk management in public expenditure management and service delivery in Malaysia." Thesis, University of Birmingham, 2010. http://etheses.bham.ac.uk//id/eprint/1119/.
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The study seeks to clarify why donors such as the World Bank still insist on the use of their financial management system rather than the recipient country’s financial management system, despite the intention under the Paris Declaration 2005 to use the respective government’s systems. The study then explores the reasons why the financial management system used by the World Bank is more effective in managing risks related to public financial management and aid as compared to the Government of Malaysia approach. The study compares financial management by the World Bank and Ministry of Education, Government of Malaysia, in their parallel implementation of Educational Sector Support Projects (ESSP) under the Eighth Malaysian Plan, 2001-2005. The quality of financial management of projects in two systems is compared using established criteria of good financial management practice. Findings are based on evidence from interviews, documentation and direct observations. The study demonstrates the significant roles in reducing risks played in the World Bank approach by the Project Management Reports (PMR), the high quality of Project Implementation Unit (PIU) staff and the better procurement procedures. The implication is that more effective risk management and financial management reporting were needed by the Ministry of Education in implementing the ESSP under the Eighth Malaysian Plan 2001 - 2005.
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Abdalla, Mohyeldin Siddig. "Management services as an aid to administrative reform in the Sudan public service." Thesis, Durham University, 1995. http://etheses.dur.ac.uk/5119/.
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In this research study the experience of the management services function as an aid to administrative reform in the Sudan is examined. Particular attention is paid to the establishment of the departmental management services units (DMSUs), as institutional in-built organs for administrative reform in the public service. The focus of the study is on the problems which confronted the DMSU programme. Interviews with a number of high-ranking personnel such as the former President Ga'afar Mohamad Nimeiri, the former Ministers of Public Service and Administrative Reform and some Under-Secretaries, all formed an important part of the procedure to trace the development of the management services function in the Sudan. They also provided the opportunity to highlight important issues and problems associated with the subject Comparative material on the experience of other countries showed that successful implementation of management services function can not be achieved in neglect of social, cultural and other environmental considerations. The effectiveness and optimum utilisation of the DMSUs must be affected by such considerations. The general finding of the study is that the DMSU programme has had a rather uneasy development. It did not achieve the objectives which were envisaged. Recommendations for the revival and successful implementation of the DMSU programme are set out in chapter 5.This study consists of five chapters. Chapter one is divided into two parts. One part is about administrative reform: the concept, definitions and approaches; and die second part briefly covers, the wider structure of administrative reform in die Sudan. Chapter two is about the experience of management services function in the Sudan. Chapter three is about the management services training courses and training of the management services officers locally and abroad. Chapter four covers analysis of the problems confronted in the management services in Sudan, and chapter five consists of the conclusion and recommendations.
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Jonas, Julia. "Service thinking = Service action? : Service thinking in a public transport network surrounding." Thesis, Karlstad University, Service Research Center, 2007. http://urn.kb.se/resolve?urn=urn:nbn:se:kau:diva-1147.
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Service thinking and the transition from a product-logic-perspective to a process-perspective are catchwords in current management research (e.g. Grönroos 2000, Kowalksowski 2006, Söderström 2003, Stremersch et al. 2001, Oliva & Kallenberg 2003, Lele 1986) While the product-logic is based on value distribution via the transition of a ready-made product or service, the service-process logic focuses on value-in-use that is created together with the customer. (Grönroos 2007) In the current service management view, value creation is regarded as the result of exchange with network partners in the perception of the customer (Normann & Ramirez 1998). This is why service thinking includes that a company seeks for co-operation with suppliers and customers through activated relationships, networks (Syson & Perks 2004).
Coming from a product-delivery-perspective on doing business can challenge a service provider to adapt to a service-process view. Legally and historically founded prerequisites, as well as for example corporate culture and financial resources, can be obstacles on the way to a service-process business approach. The purpose of this study is to gain insight into how these obstacles influence the possibility of a service operator to adapt to the service logic with customer- and supplier-interaction.
To gain deeper insight into the service thinking of a company in a network environment, a qualitative single case study on the public transport organisation “County Transport” has been used. Based on three personal interviews and literature study, this case explores how a public service organisation deals with its service mission. It also identifies and describes hinders on the way to a service logic approach.
The organisation of County Transport was found to be steered a lot on the basis of numbers and material parts of the service offering such as the bus itself and different support tools on the busses. County Transport follows the rules of the Public Procurement Act which gives the public transport operation a contract framework of a tendering based choice of operators for the time of 8-10 years. The relationship between County Transport and its operator “The Operator” can be seen as comparatively secure relationship without an introduction phase in which trust and adaptations to each other can be developed. With this quite formal relationship under economic pressure it was found that the cooperation between The PTA of County Transport and The Operator was worse than desired. Especially the influence of the brut contract on tender basis seemed to be hindering a good cooperation in a long-term perspective. It might be that a steering by costs and numbers on one side does not help to create a value-creating relationship based on adaptations and soft factors on the other side.
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Rifai, Mohammad al [Verfasser]. "Service selection and transactional management for web service composition / Mohammad Al-Rifai." Hannover : Technische Informationsbibliothek und Universitätsbibliothek Hannover (TIB), 2011. http://d-nb.info/1014254914/34.
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Mowbray, Derek. "Decision making in the Management Advisory Service to the National Health Service." Thesis, University of Bath, 1991. https://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.306735.
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Parikh, Vishal. "An exploration of contact centre service management within a service science context." Thesis, Sheffield Hallam University, 2018. http://shura.shu.ac.uk/21931/.
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Eroglu, Fatma Esra. "Service Models For Airline Revenue Management Problems." Master's thesis, METU, 2011. http://etd.lib.metu.edu.tr/upload/12613490/index.pdf.
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In this thesis, the seat inventory control problem is studied for airlines from the perspective
of a risk-averse decision maker. There are only a few studies in the revenue
management literature that consider the risk factor. Most of the studies aim at finding
the optimal seat allocations while maximizing the expected revenue and do not take
the variability of the revenue and hence a risk measure into account. This study aims
to decrease the variance of the revenue by increasing the capacity utilization called
load factor in the revenue management literature. In addition to expected revenue,
load factor is an important performance measure the state companies work with. For
this purpose, two types of models with load factor formulations are proposed. This
thesis is the first study in the revenue management literature for the airline industry
that uses the load factor formulations in the mathematical models. It is an advantage
to work with load factor formulations since the models with load factor formulations
are much easier to formulate and solve as compared to other risk sensitive models in
the literature. The results of the proposed models are evaluated by using simulation
for a sample network under different scenarios. The models we propose allow us to control the variability of revenue by changing the used capacity of the aircraft. This
is at the expense of a decrease in the revenue under some scenarios. The models we
propose perform satisfactorily under all scenarios and they are strongly recommended
to be used especially for the small-scale airline companies and state companies and
for scheduling new flights even in large scale, well established airline companies.
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Seidel, Christoph. "IT-Service-Level-Management Konzepte und Implementierungsstrategien." Saarbrücken VDM, Müller, 2005. http://deposit.d-nb.de/cgi-bin/dokserv?id=2863156&prov=M&dok_var=1&dok_ext=htm.
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