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.

Weaving the web - From myth to modernity

The discovery, development or invention of new objects and phenomena by humankind, requires a new set of words to be coined or adopted to describe it. This is also true of the Information Communication Technology (ICT) world. Words are not neutral, regardless of which dialect or language they occur in. They carry with them associations and connotations based on their previous applications and alliances, and augmented by their shapes, sounds, rhymes and rhythms. The subtext that word choice creates, while often not recognised or acknowledged, is important in considering how communication operates in, and shapes Information Technology (IT) environments. Many words that are now embedded in the ICT lexicon continue to be informed by these earlier meanings, some of which, in the English lexis, are drawn from myths. The vernacular of the ICT lexis reflects its openness to new ideas, the nature of its users, its English language roots and its Western cultural origins. This contributes to a particular communication style. But such lexis can prove problematic for non-English speaking background users and/or those from different cultures. As the ICT vocabulary continues to evolve, these language and cultural underpinnings are coming under challenge, suggesting a language and cultural future very different to the past. This in turn, will create a subtext that affects all users.

Business 2.0 : a novel model for delivery of business services

Web 2.0, regardless of the exact definition, has proven to bring about significant changes to the way the Internet was used. Evident by key innovations such as Wikipedia, FaceBook, YouTube, and Blog sites, these community-based Website in which contents are generated and consumed by the same group of users are changing the way businesses operate. Advertisements are no longer dasiaforcedpsila upon the viewers but are instead dasiaintelligentlypsila targeted based on the contents of interest. In this paper, we investigate the concept of Web 2.0 in the context of business entities. We asked if Web 2.0 concepts could potentially lead to a change of paradigm or the way businesses operate today. We conclude with a discussion of a Web 2.0 application we recently developed that we think is an indication that businesses will ultimately be affected by these community-based technologies; thus bringing about Business 2.0 - a paradigm for businesses to cooperate with one another to deliver improved products and services to their own customers.

Anycast services and its applications

Anycast in next generation Internet Protocol is a hot topic in the research of computer networks. It has promising potentials and also many challenges, such as architecture, routing, Quality-of-Service, anycast in ad hoc networks, application-layer anycast, etc. In this thesis, we tackle some important topics among them. The thesis at first presents an introduction about anycast, followed by the related work. Then, as our major contributions, a number of challenging issues are addressed in the following chapters. We tackled the anycast routing problem by proposing a requirement based probing algorithm at application layer for anycast routing. Compared with the existing periodical based probing routing algorithm, the proposed routing algorithm improves the performance in terms of delay. We addressed the reliable service problem by the design of a twin server model for the anycast servers, providing a transparent and reliable service for all anycast queries. We addressed the load balance problem of anycast servers by proposing new job deviation strategies, to provide a similar Quality-of-Service to all clients of anycast servers. We applied the mesh routing methodology in the anycast routing in ad hoc networking environment, which provides a reliable routing service and uses much less network resources. We combined the anycast protocol and the multicast protocol to provide a bidirectional service, and applied the service to Web-based database applications, achieving a better query efficiency and data synchronization. Finally, we proposed a new Internet based service, minicast, as the combination of the anycast and multicast protocols. Such a service has potential applications in information retrieval, parallel computing, cache queries, etc. We show that the minicast service consumes less network resources while providing the same services. The last chapter of the thesis presents the conclusions and discusses the future work.

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.

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.

Towards web support for tacit knowledge exchanges

Organisations are continually looking for means to stimulate innovation and creativity, within and across working groups, functions and geographical boundaries. One of the ways to achieve this is through tacit knowledge exchanges in the form of sharing and transfer of knowledge by means of narratives, storytelling, reminders, best practices etc. Knowledge is an invaluable part of the shared practices of communities that need, create, adapt, transform, shape and use it. These Communities of Practice (CoPs) are informally created, evolve over time, and socially bind people together that share the same interests and passions. At the same time, organisations are turning more towards information technology and seek ways of leveraging their investments in Web technologies, in particular, to foster knowledge exchanges between individuals and working groups. The Web may be applied in new, innovative ways to draw dispersed community members together virtually and in particular, to promote tacit knowledge exchanges. We argue for a content-rich web environment that combines tools, services and mechanisms tailored towards tacit knowledge exchanges to support the unique work practices and situational knowledge needs of CoPs.

Contextual navigation in a multimedia journal

This work presents a framework for multimedia journaling,maintaining strong relationships between the document and embedded media. This enables media archives that are robust to changes in software environments, such as changes in web-sharing services, proprietary file formats and enables portability across operating system. We develop a journaling application using an existing multimedia framework, and show the power of the paradigm with specific case studies.

Six sigma approach to improve quality in E-services : an empirical study in Jordan

In the last two decades, Six Sigma approach has found its success in manufacturing sectors. The relevance of Six Sigma methodologies in service sector has been realised more recently. This paper investigates the application of Six Sigma approach to improve quality in electronic services (e-services) as more and more countries are adopting e-services as a means of providing services to their community and people through the Web. In particular, this paper presents a case study about the use of Six Sigma model to measure the customer satisfaction and quality levels achieved in e-services that were recently launched by public sector organisations in a developing country, such as Jordan. An empirical study consisting of 280 participating customers of Jordan‘s e-services is conducted and the problems are identified through the DMAIC phases of Six Sigma. The service quality levels are measured and analysed using six main criteria, namely, Website Design, Reliability, Responsiveness, Personalization, Information Quality, and System Quality. The overall result of the study indicating a 74% customer satisfaction with a Six Sigma level of 2.12 has enabled the Greater Amman Municipality to identify the usability issues associated with their e-services offered by public sector organisations and to take the leads from the results of the study to improve customer satisfaction. The aim of the paper is not only to implement Six Sigma as a measurement-based strategy for improving e-customer service quality in a newly launched e-service programme, but also to help widen its scope in investigating other service dimensions and perform comparative studies in other developing countries as future research.

Web 2.0 for networked learning : from collaboration to shared cognition and knowledge networking

This poster presents research-in-progress into the educational affordances of so-called Web 2.0 sites, services, with a particular emphasis on those applications that involve forms of shared human-machine cognition and that promote public knowledge networking. This research involves reviewing many hundreds of Web 2.0 tools and selecting approximately 50 for further analysis and exploration as learning applications. In doing so, the research will generate examples of unusual affordances provided by Web 2.0; it will also present a more structured categorisation of the kinds of uses and benefits of these tools. This approach is valuable because much current research and analysis of the impact of Web 2.0 on education, particularly higher education, has emphasised a relatively limited array of tools – principally blogs, wikis and social networking services – that offer educators and students opportunities for student-led collaborative work. Such opportunities involve strong emphasis on constructivist pedagogy: students’ interactions with each other, mediated via the Internet, are viewed as the positive benefit which networked learning can provide. However, Web 2.0 is far more than just collaboration, and associated shared self-expression. In particular, Web 2.0 includes many examples of services that take one form of input from a user and, rather than just sharing it with others, enable the transformation of that input into different forms, either as visualisations, maps, or other re-representations. Web 2.0 is also starting to see the development of knowledge-work engines that embody the concept of shared cognition, in which the service and the user cooperate in the production of some final knowledge output or which present to users knowledge that has already been processed more extensively than through simple searching. Web 2.0 is also closely associated with the idea that knowledge work is now networked and distributed; it involves users appropriating, creating and sharing knowledge products in a very public way, far beyond the narrow ‘audience’ of a particular course or program of study. The research presented in this poster will provide, firstly, examples of the Web 2.0 tools which emphasise these additional ways of exploiting the Internet for networked learning; secondly, the research will provide a first iteration of the overarching structure of categories and classifications which can be used to assess any proposed Web 2.0 application in terms of its affordances for learning as knowledge networking. By understanding these technologies, truly collaborative networked learning can be developed that blends with the emerging cultures of online behaviour increasingly common to contemporary student populations.

Web 2.0 : an argument against convergence

Web 2.0 has been a dominant concept in recent discussion and development of Internet applications, businesses and uses. Dating from 2004, the term Web 2.0 is variously understood as new forms of website development and delivery technology, changing uses of the Internet to emphasise sociability over consumption, new understandings of the possible financial exploitation of the web, and more broadly, a new way of thinking about the Internet as a whole. However, Web 2.0 is, conceptually, both more and less than these various understandings and we can only grasp why it has become such a key term in contemporary usage by appreciating two key discursive foundations for this term. Firstly, much Web 2.0 thinking is a re-expression of long-held ideas about the Internet and the web. Secondly, at the particular time when Web 2.0 was made popular, net technology policy makers and financial analysts were primarily enthused by the possibilities of broadband networks for improved and more profitable versions of the well-established businesses of telephony and audio-visual entertainment, and had to some extent consigned novel, web-based services to a lesser role, following the dot.com crash. Thus, as I argue in this paper, Web 2.0 can be understood as a key intervention, from within the dot.com / new media business sector, recovering from the crash, that re-asserts the equal legitimacy of the use of networked computing, over high-speed lines, for computing-oriented activities, and not just video on demand and voice over IP. In short, in the first years of this century, discussions about the future of the Internet had become dominated by arguments for increased broadband access, substantially concerned with providing more traditional video and voice services in new ways. The World Wide Web was seen as relatively unimportant for this purpose, even though it was part of the so-called 'triple play' of voice and data services. At this time, first in the hands of Tim O'Reilly and then from others who took up his position, Web 2.0 became a catchy simple term under which to mount a campaign for the renaissance of the World Wide Web as a quite distinct, yet equally important, form of media and communications. So, Web 2.0 provides evidence that, while there is a convergence of all forms of media and communications towards similar data traffic over the Internet, there remain diverging views over the nature, control and use of the Internet, views that express the degree to which corporate players imagine themselves to be 'media', 'telephony' or 'computing' in primary orientation.

Resisting web proxy-based HTTP attacks by temporal and spatial locality behavior

A novel server-side defense scheme is proposed to resist the Web proxy-based distributed denial of service attack. The approach utilizes the temporal and spatial locality to extract the behavior features of the proxy-to-server traffic, which makes the scheme independent of the traffic intensity and frequently varying Web contents. A nonlinear mapping function is introduced to protect weak signals from the interference of infrequent large values. Then, a new hidden semi-Markov model parameterized by Gaussian-mixture and Gamma distributions is proposed to describe the time-varying traffic behavior of Web proxies. The new method reduces the number of parameters to be estimated, and can characterize the dynamic evolution of the proxy-to-server traffic rather than the static statistics. Two diagnosis approaches at different scales are introduced to meet the requirement of both fine-grained and coarse-grained detection. Soft control is a novel attack response method proposed in this work. It converts a suspicious traffic into a relatively normal one by behavior reshaping rather than rudely discarding. This measure can protect the quality of services of legitimate users. The experiments confirm the effectiveness of the proposed scheme.

Reasons for using web-based counselling among family and friends impacted by problem gambling

Despite the range of free services available in Australia, few family and friends of people with problem gambling access them. Over recent years, the Australian gambling help service system has expanded to include web-based counselling. Family and friends make up approximately 15% of people accessing this new modality, however little is known of the reasons for choosing this form of assistance over other interventions. This research aimed to understand the reasons family and friends choose to use single-session web-based counselling over other modes (i.e., face-to-face and telephone), as well as why they would recommend it to other affected people.

The study involved 63 participants (70% intimate partners, 13% children, 6% friends, 5% parents, 6% other family members) who completed openended questions on reasons for using and recommending web-based counselling, with over three-quarters of the sample seeking help for the first time.

A descriptive content analysis revealed multiple overlapping themes, including ease of access (41.3% of reasons for choosing), privacy and anonymity (17.5%), and a preference for the characteristics inherent in the therapeutic medium (23.8%). We also found webbased counselling provided a pathway into services (11.1%) and that the intervention provided was viewed as helpful and a reason for recommendation (34.9% of reasons for recommending).

This research provides important new information on the help seeking preferences of family and friends. Future research is required to understand the relationship between reasons for use, help-seeking preferences and the effectiveness of single-session web-based counselling for people affected by problem gambling.