Understanding knowledge transfer in web-based B2B IT support

In managed information technology (IT) support environments, transferring solution-oriented knowledge from an IT service provider to an enterprise customer offers benefits to both firms. However, the process of inter-organisational knowledge transfer is not well understood in such complex settings where Web-based Self-service Systems (WSSs) are increasingly employed. This paper draws on findings from an interpretive study of six large multinational IT service providers to provide a staged model of after-sales knowledge transfer from an IT service provider to an enterprise customer when a WSS is used. The paper also identifies and discusses the key challenges involved at each stage.

The development of a wisdom autonomic grid

It is not a simple matter to develop an integrative approach that exploits  synergies between knowledge management and knowledge discovery in   order to monitor and manage the full lifecycle of knowledge and provides  services quickly, reliably and securely. One of the main problems is the heterogeneity of the involved resources that represent knowledge. Data mining systems produce knowledge in a form meant to be understandable  to machines and on the other hand in knowledge management systems the  priority is placed on the readability and usability of knowledge by humans.  The Semantic Web is a promising platform to unify this heterogeneity and, in conjunction with novel techniques for Web Intelligence it could offer more  then just knowledge - wisdom. The Wisdom Autonomic Grid is an original proposal of a knowledge based Grid that is able to configure and reconfigure itself under varying and unpredictable conditions and optimize its working, performs something akin to healing and provides self-protection, as  visioned in the IBM Autonomic Computing initiative. This paper presents an original framework for creating advanced applications to integrate  knowledge discovery and knowledge management in the Autonomic Grid  and Web environments.

Silly us! Of course the grid doesn`t work : reading methodologies and policy texts on principals' work

This symposium presents work in progress from an ARC (discovery grant) funded investigation of principal supply, conducted by Jill Blackman, Judyth Sachs and Pat Thomas. Our research goals are to examine claims of an impending shortage of school principals in particular schools and localities, critically evaluate a range of possible reasons for this shortage, and ultimately, through woprk with principals' organisations, to develop some possibilities for policy action. In this symposium we focus on: (1) existing studies of principal supply (2) trends apparent from demographic and employment data, and (3) a text and interview based study of 'human resources' policy. We invite discussion on the implications of this first stage for the next - a national survey and interviews with teachers in pre-service training and in their first years of teaching.

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.

Editorial : towards merging grid and pervasive computing

This special issue is in response to the increasing convergence between grids and pervasive computing, while different approaches exist, challenges and opportunities are numerous in this context (Parashar and Pierson, to appear). The research papers selected for this special issue represent recent progresses in the field, including works on mobile ad-hoc grids, service and data discovery, context-aware application building and context accuracy, and communication. All of these papers not only provide novel ideas and state-of-the-art techniques in the field, but also stimulate future research in the Pervasive Grid environment.

Phenomenological inquiry into the experience of web project managers

The advent of the Internet and the World Wide Web has been instrumental in bringing about the growth in the implementation of web-based information systems (WBIS). Such systems are designed with the aim of improving productivity, data accuracy, and the reduction of paperwork and administrative overheads. Moreover, unlike their conventional non-web-based predecessors, the WBIS are commonly aimed at users who are casual and untrained, geographically distributed and non-homogenous. The dissemination of WBIS necessitates additional infrastructure support in the form of a security system, workflow and transaction management, and web administration. WBIS are commonly developed using an evolutionary approach, whereby the version of the application, acquired from the vendor, is first deployed as a pilot, in order to gather feedback from the target users before the evolutionary cycles commence. While a number of web development methodologies have been proposed by existing research, there is a dearth of empirical evidence that elucidates the experiences of project initiators in pursuing the evolution of web services, a process that undoubtedly involves dealing with stakeholder issues. This research project presents a phenomenological investigation of the experiences of project managers with the implementation of web-based employee service systems (ESS), a domain that has witnessed a sharp growth in Australia in recent times. However, the project managers’ rich, multidimensional account of their experiences with the implementation of ESS revealed the social obstacles and fragility of intra-organizational relationships that demanded a cautious and tactful approach. Thus, the study provides a socio-organizational perspective to web projects in contrast to the functionalist paradigm of current web development methodologies. The research also confirms that consideration of the concerns of stakeholders by project managers is crucial to the successive cycles of ESS evolution. Project managers address stakeholder concerns by pursuing actions that are aimed at encouraging ESS usage, but at the same time, such actions can have consequences necessitating subsequent iterations of system enhancement and improvement. Finally, the research also discovered that despite the different socio-political climate prevalent in various organizations, in which ESS are being implemented, the experiences of project managers in dealing with stakeholder concerns can be captured and independently confirmed in terms of their perceived relevance and usefulness in problem-solving within the application domain.

Autonomic system management in mobile grid environments

Mobile device integration in grid environments is a challenge for many researchers. Due to the transient nature of mobile devices, service management is a critical, but often overlooked area of research. We propose a distributed broker responsible for the autonomic management of grid services. The broker provides self discovery and negotiation, self configuration and self healing for SOA based mobile grids. In this paper the design and prototype implementation of the broker is presented and the importance of autonomic grid service management is shown.

Adaptive hierarchical scheduling policy for enterprise grid computing systems

In an enterprise grid computing environments, users have access to multiple resources that may be distributed geographically. Thus, resource allocation and scheduling is a fundamental issue in achieving high performance on enterprise grid computing. Most of current job scheduling systems for enterprise grid computing provide batch queuing support and focused solely on the allocation of processors to jobs. However, since I/O is also a critical resource for many jobs, the allocation of processor and I/O resources must be coordinated to allow the system to operate most effectively. To this end, we present a hierarchical scheduling policy paying special attention to I/O and service-demands of parallel jobs in homogeneous and heterogeneous systems with background workload. The performance of the proposed scheduling policy is studied under various system and workload parameters through simulation. We also compare performance of the proposed policy with a static space–time sharing policy. The results show that the proposed policy performs substantially better than the static space–time sharing policy.

Determining service trustworthiness in inter loud computing environments

Deployment of applications and scientific workflows that require resources from multiple distributed platforms are fuelling the federation of autonomous clouds to create cyber infrastructure environments. As the scope of federated cloud computing enlarges to ubiquitous and pervasive computing, there will be a need to assess and maintain the trustworthiness of the cloud computing entities. In this paper, we present a fully distributed framework that enable interested parties determine the trustworthiness of federated cloud computing entities.

Offering clusters from clouds using WSDL and stateful web services

This paper presents cloud’s higher layer abstraction and support for users in the form of Cluster as a Service.

Multi-criteria content adaptation service selection broker

In this paper, we propose a service-oriented content adaptation framework and an approach to the Content Adaptation Service Selection (CASS) problem. In particular, the problem is how to assign adaptation tasks (e.g., transcoding, video summarization, etc) together with respective content segments to appropriate adaptation services. Current systems tend to be mostly centralized suffering from single point failures. The proposed algorithm consists of a greedy and single objective assignment function that is constructed on top of an adaptation path tree. The performance of the proposed service selection framework is studied in terms of efficiency of service selection execution under various conditions. The results indicate that the proposed policy performs substantially better than the baseline approach.

Enhancing clouds, internet-scale distributed systems, using attributed web services

This thesis presents a new framework allowing cloud services to be stateful, cloud resource state and characteristics to be published, and brokering for easy cloud resource discovery and selection to be offered. Using the framework, new technology developed significantly simplifies the discovery, selection and use of clusters on the Internet.

Supporting knowledge transfer in web-based managed IT support

Purpose – The purpose of this paper is to highlight the importance and complexities of the knowledge transfer process in the provision of effective managed after-sales IT support, when the web is used for service delivery.

Design/methodology/approach – The paper features an interpretive case study of a multinational Managed Service Provider (MSP) and a focus group of representatives from five comparable MSPs.

Findings – The paper finds that MSPs that use web-based channels for the provision of after-sales IT support services need to address a range of important social and organisational issues in order to realise cost and efficiency-based benefits.

Research limitations/implications – The paper provides a four stage processual model of knowledge transfer in the provision of web-based managed after-sales IT support services. The barriers and enablers of knowledge transfer at each stage are identified. The paper adopts a MSP perspective and suggests that further research from the customer perspective is required.

Practical implications – The paper highlights some important social and organisational enablers and barriers, which will guide MSPs when providing managed after-sales IT support using webbased channels.

Originality/value – The paper provides the first staged model of inter-organisational knowledge transfer in a complex multi-organisational and multi-channel web-based context.

A technology to expose a cluster as a service in a cloud

Clouds refer to computational resources (in particular, clusters) that are accessible as scalable, on demand, pay-as- you-go services provided in the Internet. However, clouds are in their infancy and lack a high level abstraction. Specifically, there is no effective discovery and selection service for clusters and offer little to no ease of use for clients. Here we show a technology that exposes clusters as Web services in the form of a Cluster as a Service for publishing via WSDL, discovering, selecting and using clusters.