Successful web-based IT support services : service provider perceptions of stakeholder-oriented challenges

Web-based self-service systems (WSSs) are increasingly leveraged for the delivery of after-sales information technology (IT) support services. Such services are offered by IT service providers to customer firms and increasingly involve business partners. However little is known of the challenges faced by IT service providers as a result of the involvement of the other firms and their employees (end-users). This paper reports related findings from an interpretive study of IT service provider perceptions in six multinational IT service provider firms (Cooper, 2007). The findings highlight that, for IT service providers, (1) it is important to consider and resolve the needs and concerns of other key stakeholders, and (2) significant challenges exist in doing so. The main contribution of the paper is the identification of the key challenges involved. Important implications for theory and practice are discussed.

An online credential management service for InterGrid computing

Grid users and their jobs need credentials to access grid resources and services. It is important to minimize the exposure of credentials to adversaries. A practical solution is needed that works with existing software and is easy to deploy, administer, and maintain. Thus, credential management services are the wave of the future for virtual organizations such as Grid computing. This paper describes architecture of a scalable, secure and reliable on-line credential management service called SafeBox for InterGrid computing platform. SafeBox provides InterGrid users with secure mechanism for storing one or multiple credentials and access them based on need at anytime from anywhere.

An autonomic management system for service oriented enterprise grid computing

Grid computing and service oriented architectures improve the way computational tasks are performed. Through this research a management system, utilising the autonomic characteristics of self discovery and negotiation, self configuration and self healing, was designed and implemented, ultimately removing the need for users to know the intricacies of these systems.

Enhancing cloud computing environments using a cluster as a service

The emergence of cloud computing has caused a significant change in how IT infrastructures are provided to research and business organizations. Instead of paying for expensive hardware and incur excessive maintenance costs, it is now possible to rent the IT infrastructure of other organizations for a minimal fee. While the existence of cloud computing is new. The elements used to create clouds have been around for some time. Cloud computing systems have been made possible through the use of large-scale clusters, service-oriented architecture (SOA), Web services, and virtualization. While the idea of offering resources via Web services is commonplace in cloud computing, little attention has been paid to the clients themselves specifically, human operators. Despite that clouds host a variety of resources which in turn are accessible to a variety of clients, support for human users is minimal.

Characteristics of participants in Australia's Get Healthy telephone-based lifestyle information and coaching service : reaching disadvantaged communities and those most at need

To address increasing rates of overweight and obesity, a population-based telephone intervention was introduced in New South Wales, Australia. The Get Healthy Information and Coaching Service® (GHS) offered participants a 6-month coaching program or detailed self-help information. Determining the population reach of GHS is of public health importance to ensure that the program reaches disadvantaged groups. This paper describes the socio-demographic and risk profile of participants (n = 4828) in the first 18 months of operations, determines how representative they are of the population, assesses changes in participants’ socio-demographic profile and compares ‘information-only’ and ‘coaching’ participants. The results show that GHS users are representative of the adult population in relation to education, employment status, Aboriginal status, fruit and vegetable consumption and alcohol use. However, more female, middle-aged, English-speaking, rural and socially disadvantaged adults participated in GHS. Coaching Participants were more likely to be overweight and to be ex-smokers than the general population. There was substantial variability in GHS recruitment, when mass-reach television advertising was used, participants enrolled from a major city and from more disadvantaged communities. The GHS has broader population reach than many local interventions, but further efforts are needed to increase reach by Aboriginal communities, other minorities and men.

Context-aware meta search engine for distributed web service

The ubiquity of the Internet and Web has led to the emergency of several Web search engines with varying capabilities. A weakness of existing search engines is the very extensive amount of hits that they can produce. Moreover, only a small number of web users actually know how to utilize the true power of Web search engines. Therefore, there is a need for searching infrastructure to help ease and guide the searching efforts of web users toward their desired objectives. In this paper, we propose a context-based meta-search engine and discuss its implementation on top of the actual Google.com search engine. The proposed meta-search engine benefits the user the most when the user does not know what exact document he or she is looking for. Comparison of the context-based meta-search engine with both Google and Guided Google shows that the results returned by context-based meta-search engine is much more intuitive and accurate than the results returned by both Google and Guided Google.

Harm reduction as anarchist practice : a user’s guide to capitalism and addiction in North America

In spite of its origins as an illegal, clandestine, grassroots activity that took place either outside or in defiant opposition to state and legal authority, there is growing evidence to suggest that harm reduction in North America has become sanitized and depoliticized in its institutionalization as public health policy. Harm reduction remains the most contested and controversial aspect of drug policy on both sides of the Canada–US border, yet the institutionalization of harm reduction in each national context demonstrates a series of stark contrasts. Drawing from regional case study examples in Canada and the US, this article historically traces and politically re-maps the uneasy relationship between the autonomous political origins of harm reduction, contemporary public health policy, and the adoption of the biomedical model for addiction research and treatment in North America. Situated within a broader theoretical interrogation of the etiology of addiction, this study culminates in a politically engaged critique of traditional addiction research and drug/service user autonomy. Arguing that the founding philosophy and spirit of the harm reduction movement represents a fundamentally anarchist-inspired form of practice, this article concludes by considering tactics for reclaiming and re-politicizing the future of harm reduction in North America.

Management of service level agreement for service-oriented content adaptation platform

It is paramount to provide seamless and ubiquitous access to rich contents available online to interested users via a wide range of devices with varied characteristics. Recently, a service-oriented content adaptation scheme has emerged to address this content-device mismatch problem. In this scheme, content adaptation functions are provided as services by third-party providers. Clients pay for the consumed services and thus demand service quality. As such, negotiating for the QoS offers, assuring negotiated QoS levels and accuracy of adapted content version are essential. Any non-compliance should be handled and reported in real time. These issues elevate the management of service level agreement (SLA) as an important problem. This chapter presents prior work, important challenges, and a framework for managing SLA for service-oriented content adaptation platform.

Service-oriented wireless sensor networks and an energy-aware mesh routing algorithm

Service-oriented wireless sensor networks (WSNs) are being paid more and more attention because service computing can hide complexity of WSNs and enables simple and transparent access to individual sensor nodes. Existing WSNs mainly use IEEE 802.15.4 as their communication specification, however, this protocol suite cannot support IP-based routing and service-oriented access because it only specifies a set of physical- and MAC-layer protocols. For inosculating WSNs with IP networks, IEEE proposed a 6LoWPAN (IPv6 over LoW Power wireless Area Networks) as the adaptation layer between IP and MAC layers. However, it is still a challenging task how to discover and manage sensor resources, guarantee the security of WSNs and route messages over resource-restricted sensor nodes. This paper is set to address such three key issues. Firstly, we propose a service-oriented WSN architectural model based on 6LoWPAN and design a lightweight service middleware SOWAM (service-oriented WSN architecture middleware), where each sensor node provides a collection of services and is managed by our SOWAM. Secondly, we develop a security mechanism for the authentication and secure connection among users and sensor nodes. Finally, we propose an energyaware mesh routing protocol (EAMR) for message transmission in a WSN with multiple mobile sinks, aiming at prolonging the lifetime of WSNs as long as possible. In our EAMR, sensor nodes with the residual energy lower than a threshold do not forward messages for other nodes until the threshold is leveled down. As a result, the energy consumption is evened over sensor nodes significantly. The experimental results demonstrate the feasibility of our service-oriented approach and lightweight middleware SOWAM, as well as the effectiveness of our routing algorithm EAMR.

Multimedia content adaptation service discovery mechanism

Electronic information is becoming increasingly rich in content and varied in format and style while at the same time client devices are getting increasingly varied in their capabilities. This mismatch between rich contents and the end devices capability presents a challenge in providing seamless and ubiquitous access to electronic documents to interested users. Service-oriented content adaptation has emerged as a potential solution to the content-device mismatch problem. Since an adaptation task can potentially be performed by multiple content adaptation services (CAS), an approach for CAS discovery is a fundamental component of service-oriented content adaptation environment. In this paper, we propose a service discovery approach that considers the client device capability and the service’s attributes to discover appropriate CAS while optimizing performance and functionality. The efficiency of the proposed CAS discovery protocol is studied experimentally. The results show that the proposed discovery approach is effective in terms of discovering appropriate content adaptation services.

A multilevel trust management framework for service oriented environment

In service-oriented computing applications, trust management systems are emerging as a promising technology to improve the e-commerce consumers and provider's relationship. Both consumers and providers need to evaluate the trust levels of potential partners before engaging in interactions. The accuracy of trust evaluation greatly affects the success rate of the interaction. This paper addresses the threats and challenges that can compromise the reliability of the current trust management system. This paper studies and examines the importance of the trust factors of the trust management framework, specifically in dealing with malicious feedback ratings from e-commerce users. To improve the reliability of the trust management systems, an approach that addresses feedback-related vulnerabilities is paramount. A multilevel trust management system computes trust by combining different types of information. Using this combination, we introduce a multilevel framework for a new interactive trust management to improve the correctness in estimate of trust information.

Digital library service quality assessment model

With the introduction of digital library services, the quality of service (QoS) has become paramount importance for evaluating the performance of the digital library service provisioning. Various models and frameworks have been proposed to evaluate digital library QoS. However, the prevalent research concentration in QoS for digital library is on the dimensions of the perspective of users’ perception. In this paper, we address the same research problem from a different dimension which is from the perspective of the digital service providers. To this end, we propose a new model suitable for evaluating the performance of digital library services. We argue that the level of QoS provided by the digital service providers have direct impact on the perception and satisfaction of the digital service end-users.

An analytical model for optimal spectrum leasing under constraints of quality of service in CRNs

Cognitive radio improves spectrum efficiency and mitigates spectrum scarcity by allowing cognitive users to opportunistically access idle chunks of the spectrum owned by licensed users. In long-term spectrum leasing markets, secondary network operators make a decision about how much spectrum is optimal to fulfill their users' data transmission requirements. We study this optimization problem in multiple channel scenarios. Under the constrains of expected user admission rate and quality of service, we model the secondary network into a dynamic data transportation system. In this system, the spectrum accesses of both primary users and secondary users are in accordance with stochastic processes, respectively. The main metrics of quality of service we are concerned with include user admission rate, average transmission delay and stability of the delay. To quantify the relationship between spectrum provisioning and quality of service, we propose an approximate analytical model. We use the model to estimate the lower and upper bounds of the optimal amount of the spectrum. The distance between the bounds is relatively narrow. In addition, we design a simple algorithm to compute the optimum by using the bounds. We conduct numerical simulations on a slotted multiple channel dynamic spectrum access network model. Simulation results demonstrate the preciseness of the proposed model. Our work sheds light on the design of game and auction based dynamic spectrum sharing mechanisms in cognitive radio networks.