Web-based self-service systems for managed IT support: service provider perspectives of stakeholder-based issues

This chapter explores the provision of after-sales information technology (IT) support services using Web-based self-service systems (WSSs) in a business-to-business (B2B) context. A recent study conducted at six large multi-national IT support organisations revealed a number of critical success factors (CSFs) and stakeholder-based issues. To better identify and understand these important enablers and barriers, we explain how WSSs should be considered within a complex network of service providers, business partners and customer firms. The CSFs and stakeholder-based issues are discussed. The chapter highlights that for more successful service provision using WSSs, IT service providers should collaborate more effectively with enterprise customers and business partners and should better integrate their WSSs.

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.

Protecting web services from distributed denial of service attacks

The outcome of the research was the development of three network defence systems to protect corporate network infrastructure. The results showed that these defences were able to detect and filter around 94% of the DDoS attack traffic within a matter of seconds.

Knowledge transfer in enterprise IT support provision using web-based self-service

This research identified critical success factors and a staged model of knowledge transfer in the provision of after-sales information technology support to enterprise customers when Web-based Self-service systems are used. The research highlights the need for a relational, stakeholder-oriented approach that considers stakeholder interactions, knowledge flows, needs and capabilities.

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.

PGSW-OS: a novel approach for resource management in a semantic web operating system based on a P2P grid architecture

A web operating system is an operating system that users can access from any hardware at any location. A peer-to-peer (P2P) grid uses P2P communication for resource management and communication between nodes in a grid and manages resources locally in each cluster, and this provides a proper architecture for a web operating system. Use of semantic technology in web operating systems is an emerging field that improves the management and discovery of resources and services. In this paper, we propose PGSW-OS (P2P grid semantic Web OS), a model based on a P2P grid architecture and semantic technology to improve resource management in a web operating system through resource discovery with the aid of semantic features. Our approach integrates distributed hash tables (DHTs) and semantic overlay networks to enable semantic-based resource management by advertising resources in the DHT based upon their annotations to enable semantic-based resource matchmaking. Our model includes ontologies and virtual organizations. Our technique decreases the computational complexity of searching in a web operating system environment. We perform a simulation study using the Gridsim simulator, and our experiments show that our model provides enhanced utilization of resources, better search expressiveness, scalability, and precision. © 2014 Springer Science+Business Media New York.

Requirements engineering for web-based information systems

This chapter overviews the existing methods of requirements analysis as prescribed by some of the best-known web-development methods. It also discusses the pre-eminent importance of stakeholder analysis, identification of stakeholder views and concerns, and the processes governing elicitation of web systems requirements. The chapter finally derives a model of concern-driven requirements evolution from several case studies undertaken in the area of web-enabled employee service systems.

An adaptive information grid architecture for recommendation system

This paper presents an adaptive information grid architecture for recommendation systems, which consists of the features of the recommendation rule and a co-citation algorithm. The algorithm addresses some challenges that are essential for further searching and recommendation algorithms. It does not require users to provide a lot of interactive communication. Furthermore, it supports other queries, such as keyword, URL and document investigations. When the structure is compared to other algorithms, the scalability is noticeably better. The high online performance can be obtained as well as the repository computation, which can achieve a high group-forming accuracy using only a fraction of web pages from a cluster.

Protecting web applications from DDoS attacks by an active distributed defense system

In the last a few years a number of highly publicized incidents of Distributed Denial of Service (DDoS) attacks against high-profile government and commercial websites have made people aware of the importance of providing data and services security to users. A DDoS attack is an availability attack, which is characterized by an explicit attempt from an attacker to prevent legitimate users of a service from using the desired resources. This paper introduces the vulnerability of web applications to DDoS attacks, and presents an active distributed defense system that has a deployment mixture of sub-systems to protect web applications from DDoS attacks. According to the simulation experiments, this system is effective in that it is able to defend web applications against attacks. It can avoid overall network congestion and provide more resources to legitimate web users.

A set of patterns for the web-based interfaces of an employee services system

The provision of Human Resource (HR), especially payroll, is a core function in every organization. Previously, providers of HR/payroll have offered their services to their clients via conventional modes of communication, such as telephones, facsimile, and courier services. In recent years, with the advent of the Internet and the emergence of web-based electronic commerce, there has been a rise in the adoption of web-based technology and information
systems by service providers, thereby enabling them to interact with their clients through this medium. This development necessitates the use of web-based user interfaces as workspaces between the HR/payroll providers and their clients, and thus, raises certain concerns that determine the effectiveness of web-based workflow systems. These concerns, related to the use of web interfaces, form the basis of the patterns discussed in this paper

Issues in IT service-oriented requirements engineering

Corporate information technology (IT) management is increasingly service-oriented, offering continuous evaluation and improvement of application, communication, delivery and support services to internal and external customers. Service-oriented requirements engineering (SoRE) plays a significant role in identifying and specifying service requirements, formally defined through service-level agreements (SLAs). However, the new frameworks and approaches emerging to guide these developments have not yet addressed how requirements for such services can be effectively developed, nor identified the diverse issues involved. We report a case study of a web services team development of requirements for an internal Service Desk service. The study revealed five main issues of concern when developing service provider requirements: service roles, responsibilities and accountability; service performance metrics; resolution of conflicting stakeholder service requirements; customer acceptance of service change; and service provider team structure. This study suggests that in the new IT services era, new techniques and approaches are needed for eliciting and determining provider and customer requirements that involve key stakeholder groups equitably and more closely negotiate the sometimes-conflicting provider and customer needs.

Evaluation of phenomenological findings in IS research : a study in developing web-based IS

This paper presents a phenomenological investigation of project managers’ experiences with the implementation of web-based employee service systems (ESS), a domain that has witnessed sharp growth in Australia in recent times. The rich, multidimensional account of project managers’ experiences with the implementation of ESS revealed the social obstacles and fragility of intraorganizational relationships that demanded a cautious and tactful approach. While arriving at such findings usually concludes the cyclical process of phenomenological study, Information Systems (IS) research usually demands some independent assessment of the empirical discovery, which led us to conducting a further study focusing on the evaluation of the collected and packaged project managers’ experience. This phenomenological evaluation is in the focus of this paper. By means of a small case study, this project engaged a number of professional teams to reflect upon the previously captured problem-solving experience and determine its applicability, usefulness and relevance in developing new web-based ESS products and services.

Secure accounting and payment infrastructure for grid computing

In this paper, we propose an architecture of accounting and payment services for service oriented grid computing systems. The proposed accounting and payment services provide the mechanisms for service providers to be paid for authorized use of their resources. It supports the recording of usage data, secure storage of that data, analysis of that data for purposes of billing and so forth. It allows a variety of payment methods, it is scalable, secure, convenient, and reduce the overall cost of payment processing while taking into account, requirements of Grid computing systems.

Exploring the relationship between customer loyalty to the service worker and customer citizenship behaviors to the service organization

This paper conceptualizes the positive relationship between customer loyalty to the service worker (personal loyalty) and customer citizenship behaviors to the service organization including: positive word of mouth; suggestions for improvements; customer participation in activities; benevolent acts of service facilitation; customer policing; customer flexibility; customer voice and displays of relationship affiliation.