Service failure and recovery in the presence of service guarantees

This paper presents a conceptual model and propositions outlining how, in a service recovery encounter, service guarantees (unconditional and specific) operate in conjunction with other organisational recovery variables (guarantee facilitation and service provider concern), to influence customers’ justice perceptions and subsequent satisfaction evaluations.

Energy efficient sleep schedule with service coverage guarantee in wireless sensor networks

Service oriented architecture has been proposed to support collaborations among distributed wireless sensor network (WSN) applications in an open dynamic environment. However, WSNs are resource constraint, and have limited computation abilities, limited communication bandwidth and especially limited energy. Fortunately, sensor nodes in WSNs are usually deployed redundantly, which brings the opportunity to adopt a sleep schedule for balanced energy consumption to extend the network lifetime. Due to miniaturization and energy efficiency, one sensor node can integrate several sense units and support a variety of services. Traditional sleep schedule considers only the constraints from the sensor nodes, can be categorized to a one-layer (i.e., node layer) issue. The service oriented WSNs should resolve the energy optimization issue considering the two-layer constraints, i.e., the sensor nodes layer and service layer. Then, the one-layer energy optimization scheme in previous work is not applicable for service oriented WSNs. Hence, in this paper we propose a sleep schedule with a service coverage guarantee in WSNs. Firstly, by considering the redundancy degree on both the service level and the node level, we can get an accurate redundancy degree of one sensor node. Then, we can adopt fuzzy logic to integrate the redundancy degree, reliability and energy to get a sleep factor. Based on the sleep factor, we furthermore propose the sleep mechanism. The case study and simulation evaluations illustrate the capability of our proposed approach.

Converged network-cloud service composition with end-to-end performance guarantee

The crucial role of networking in Cloud computing calls for federated management of both computing and networkin resources for end-To-end service provisioning. Application of the Service-Oriented Architecture (SOA) in both Cloud computing an networking enables a convergence of network and Cloud service provisioning. One of the key challenges to high performanc converged network-Cloud service provisioning lies in composition of network and Cloud services with end-To-end performanc guarantee. In this paper, we propose a QoS-Aware service composition approach to tackling this challenging issue. We first present system model for network-Cloud service composition and formulate the service composition problem as a variant of Multi-Constraine Optimal Path (MCOP) problem. We then propose an approximation algorithm to solve the problem and give theoretical analysis o properties of the algorithm to show its effectiveness and efficiency for QoS-Aware network-Cloud service composition. Performanc of the proposed algorithm is evaluated through extensive experiments and the obtained results indicate that the proposed metho achieves better performance in service composition than the best current MCOP approaches Service (QoS).

Protocol engineering for protection against denial-of-service attacks

Denial-of-service attacks (DoS) and distributed denial-of-service attacks (DDoS) attempt to temporarily disrupt users or computer resources to cause service un- availability to legitimate users in the internetworking system. The most common type of DoS attack occurs when adversaries °ood a large amount of bogus data to interfere or disrupt the service on the server. The attack can be either a single-source attack, which originates at only one host, or a multi-source attack, in which multiple hosts coordinate to °ood a large number of packets to the server. Cryptographic mechanisms in authentication schemes are an example ap- proach to help the server to validate malicious tra±c. Since authentication in key establishment protocols requires the veri¯er to spend some resources before successfully detecting the bogus messages, adversaries might be able to exploit this °aw to mount an attack to overwhelm the server resources. The attacker is able to perform this kind of attack because many key establishment protocols incorporate strong authentication at the beginning phase before they can iden- tify the attacks. This is an example of DoS threats in most key establishment protocols because they have been implemented to support con¯dentiality and data integrity, but do not carefully consider other security objectives, such as availability. The main objective of this research is to design denial-of-service resistant mechanisms in key establishment protocols. In particular, we focus on the design of cryptographic protocols related to key establishment protocols that implement client puzzles to protect the server against resource exhaustion attacks. Another objective is to extend formal analysis techniques to include DoS- resistance. Basically, the formal analysis approach is used not only to analyse and verify the security of a cryptographic scheme carefully but also to help in the design stage of new protocols with a high level of security guarantee. In this research, we focus on an analysis technique of Meadows' cost-based framework, and we implement DoS-resistant model using Coloured Petri Nets. Meadows' cost-based framework is directly proposed to assess denial-of-service vulnerabil- ities in the cryptographic protocols using mathematical proof, while Coloured Petri Nets is used to model and verify the communication protocols using inter- active simulations. In addition, Coloured Petri Nets are able to help the protocol designer to clarify and reduce some inconsistency of the protocol speci¯cation. Therefore, the second objective of this research is to explore vulnerabilities in existing DoS-resistant protocols, as well as extend a formal analysis approach to our new framework for improving DoS-resistance and evaluating the performance of the new proposed mechanism. In summary, the speci¯c outcomes of this research include following results; 1. A taxonomy of denial-of-service resistant strategies and techniques used in key establishment protocols; 2. A critical analysis of existing DoS-resistant key exchange and key estab- lishment protocols; 3. An implementation of Meadows's cost-based framework using Coloured Petri Nets for modelling and evaluating DoS-resistant protocols; and 4. A development of new e±cient and practical DoS-resistant mechanisms to improve the resistance to denial-of-service attacks in key establishment protocols.

New maps of learning for quality art education : what pre-service teachers should learn and be able to do

It would be a rare thing to visit an early years setting or classroom in Australia that does not display examples of young children’s artworks. This practice serves to give schools a particular ‘look’, but is no guarantee of quality art education. The Australian National Review of Visual Arts Education (NRVE) (2009) has called for changes to visual art education in schools. The planned new National Curriculum includes the arts (music, dance, drama, media and visual arts) as one of the five learning areas. Research shows that it is the classroom teacher that makes the difference, and teacher education has a large part to play in reforms to art education. This paper provides an account of one foundation unit of study (Unit 1) for first year university students enrolled in a 4-year Bachelor degree program who are preparing to teach in the early years (0–8 years). To prepare pre-service teachers to meet the needs of children in the 21st century, Unit 1 blends old and new ways of seeing art, child and pedagogy. Claims for the effectiveness of this model are supported with evidence-based research, conducted over the six years of iterations and ongoing development of Unit 1.

Disciplinary unfairness in Queensland public service legislation

A just system of discipline within an organisation requires four characteristics: a clear set of offences, proportionate punishments clearly linked to the offences, oversight and appeals from disciplinary decisions and independence from political masters. This paper examines Queensland public sector legislation and policy from 1863 to the present to demonstrate how well these four criteria are addressed. An analysis of the presence of these four characteristics in the Queensland context finds that the public sector legislation in Queensland is in breach of the guidelines that define a just and fair system in which disciplinary action is dispensed. We argue that creation of arbitrary powers to punish or dismiss staff is unjust if the legislation does not fully inform staff of what constitutes a breach of discipline, does not guarantee proportionate punishments to offences, and/or it allows the disciplinary process to be used as a tool to coerce staff to perform in a politicised or otherwise unethical manner. We conclude by making recommendations as to how this situation may be rectified.

Implementing process views in the web service environment

Web service and business process technologies are widely adopted to facilitate business automation and collaboration. Given the complexity of business processes, it is a sought-after feature to show a business process with different views to cater for the diverse interests, authority levels, etc., of different users. Aiming to implement such flexible process views in the Web service environment, this paper presents a novel framework named FlexView to support view abstraction and concretisation of WS-BPEL processes. In the FlexView framework, a rigorous view model is proposed to specify the dependency and correlation between structural components of process views with emphasis on the characteristics of WS-BPEL, and a set of rules are defined to guarantee the structural consistency between process views during transformations. A set of algorithms are developed to shift the abstraction and concretisation operations to the operational level. A prototype is also implemented for the proof-of-concept purpose. © 2010 Springer Science+Business Media, LLC.

Effect of waiting time on health outcomes and service utilization : A prospective randomized study on patients admitted to hospital for hip or knee replacement

Although the principle of equal access to medically justified treatment has been promoted by official health policies in many Western health care systems, practices do not completely meet policy targets. Waiting times for elective surgery vary between patient groups and regions, and growing problems in the availability of services threaten equal access to treatment. Waiting times have come to the attention of decision-makers, and several policy initiatives have been introduced to ensure the availability of care within a reasonable time. In Finland, for example, the treatment guarantee came into force in 2005. However, no consensus exists on optimal waiting time for different patient groups. The purpose of this multi-centre randomized controlled trial was to analyse health-related quality of life, pain and physical function in total hip or knee replacement patients during the waiting time and to evaluate whether the waiting time is associated with patients health outcomes at admission. This study also assessed whether the length of waiting time is associated with social and health services utilization in patients awaiting total hip or knee replacement. In addition, patients health-related quality of life was compared with that of the general population. Consecutive patients with a need for a primary total hip or knee replacement due to osteoarthritis were placed on the waiting list between August 2002 and November 2003. Patients were randomly assigned to a short waiting time (maximum 3 months) or a non-fixed waiting time (waiting time not fixed in advance, instead the patient followed the hospitals routine practice). Patients health-related quality of life was measured upon being placed on the waiting list and again at hospital admission using the generic 15D instrument. Pain and physical function were evaluated using the self-report Harris Hip Score for hip patients and a scale modified from the Knee Society Clinical Rating System for knee patients. Utilization measures were the use of home health care, rehabilitation and social services, physician visits and inpatient care. Health and social services use was low in both waiting time groups. The most common services used while waiting were rehabilitation services and informal care, including unpaid care provided by relatives, neighbours and volunteers. Although patients suffered from clear restrictions in usual activities and physical functioning, they seemed primarily to lean on informal care and personal networks instead of professional care. While longer waiting time did not result in poorer health-related quality of life at admission and use of services during the waiting time was similar to that at the time of placement on the list, there is likely to be higher costs of waiting by people who wait longer simply because they are using services for a longer period. In economic terms, this would represent a negative impact of waiting. Only a few reports have been published of the health-related quality of life of patients awaiting total hip or knee replacement. These findings demonstrate that, in addition to physical dimensions of health, patients suffered from restrictions in psychological well-being such as depression, distress and reduced vitality. This raises the question of how to support patients who suffer from psychological distress during the waiting time and how to develop strategies to improve patients initiatives to reduce symptoms and the burden of waiting. Key words: waiting time, total hip replacement, total knee replacement, health-related quality of life, randomized controlled trial, outcome assessment, social service, utilization of health services

Use of Customer Information: An Ethnography in Service Development

Service researchers have repeatedly claimed that firms should acquire customer information in order to develop services that fit customer needs. Despite this, studies that would concentrate on the actual use of customer information in service development are lacking. The present study fulfils this research gap by investigating information use during a service development process. It demonstrates that use is not a straightforward task that automatically follows the acquisition of customer information. In fact, out of the six identified types of use, four represent non usage of customer information. Hence, the study demonstrates that the acquisition of customer information does not guarantee that the information will actually be used in development. The current study used an ethnographic approach. Consequently, the study was conducted in the field in real time over an extensive period of 13 months. Participant observation allowed direct access to the investigated phenomenon, i.e. the different types of use by the observed development project members were captured while they emerged. In addition, interviews, informal discussions and internal documents were used to gather data. A development process of a bank’s website constituted the empirical context of the investigation. This ethnography brings novel insights to both academia and practice. It critically questions the traditional focus on the firm’s acquisition of customer information and suggests that this focus ought to be expanded to the actual use of customer information. What is the point in acquiring costly customer information if it is not used in the development? Based on the findings of this study, a holistic view on customer information, “information in use” is generated. This view extends the traditional view of customer information in three ways: the source, timing and form of data collection. First, the study showed that the customer information can come explicitly from the customer, from speculation among the developers or it can already exist implicitly. Prior research has mainly focused on the customer as the information provider and the explicit source to turn to for information. Second, the study identified that the used and non-used customer information was acquired both previously, and currently within the time frame of the focal development process, as well as potentially in the future. Prior research has primarily focused on the currently acquired customer information, i.e. within the timeframe of the development process. Third, the used and non-used customer information was both formally and informally acquired. In prior research a large number of sophisticated formal methods have been suggested for the acquisition of customer information to be used in development. By focusing on “information in use”, new knowledge on types of customer information that are actually used was generated. For example, the findings show that the formal customer information acquired during the development process is used less than customer information already existent within the firm. With this knowledge at hand, better methods to capture this more usable customer information can be developed. Moreover, the thesis suggests that by focusing stronger on use of customer information, service development processes can be restructured in order to facilitate the information that is actually used.

A Virtual Deadline Scheduler for Window-Constrained Service Guarantees

This paper presents a new approach to window-constrained scheduling, suitable for multimedia and weakly-hard real-time systems. We originally developed an algorithm, called Dynamic Window-Constrained Scheduling (DWCS), that attempts to guarantee no more than x out of y deadlines are missed for real-time jobs such as periodic CPU tasks, or delay-constrained packet streams. While DWCS is capable of generating a feasible window-constrained schedule that utilizes 100% of resources, it requires all jobs to have the same request periods (or intervals between successive service requests). We describe a new algorithm called Virtual Deadline Scheduling (VDS), that provides window-constrained service guarantees to jobs with potentially different request periods, while still maximizing resource utilization. VDS attempts to service m out of k job instances by their virtual deadlines, that may be some finite time after the corresponding real-time deadlines. Notwithstanding, VDS is capable of outperforming DWCS and similar algorithms, when servicing jobs with potentially different request periods. Additionally, VDS is able to limit the extent to which a fraction of all job instances are serviced late. Results from simulations show that VDS can provide better window-constrained service guarantees than other related algorithms, while still having as good or better delay bounds for all scheduled jobs. Finally, an implementation of VDS in the Linux kernel compares favorably against DWCS for a range of scheduling loads.

Quality-of-service routing for web-based multimedia servers

Quality-of-Service is an important issue in multimedia applications; so far most of the research focuses on bandwidth guarantee, few pays attention to the server performance guarantee. In this paper we pay more attention to the server performance guarantee under the prerequisite of guaranteed bandwidth quality. We take advantage of anycast to find the "best" multimedia server among a distributed server group in terms of bandwidth, the request will be submitted to the selected server, moreover, the selected server's neighbours' (all the servers with feasible paths) addresses are delivered to the selected server simultaneously. If the selected server can not guarantee the QoS for the request in terms of server performance, then a proposed QoS-Aware Server Load Deviation (QASLD) mechanism wiII be employed, which will deliver the request to one of its neighbours until there exists a suitable server that can guarantee the server performance for the request. Our experiments show that the proposed QASLD algorithm works well.

A privacy preserving service broker architecture for data sharing

The problem addressed in this paper is how to ensure data privacy concerns when data is shared between multiple organisations. In domains such as healthcare, there is a need to share privacy-sensitive data among autonomous but cooperating organisations. However, security concerns and compliance to privacy regulations requiring confidentiality of the data renders unrestricted access to organisational data by others undesirable. The challenge is how to guarantee privacy preservations for the owners of the information that are willing to share information with other organisations while keeping some other information secret. Therefore, there is a need for privacy preserving database operations for querying data residing at different parties. To address this challenge, we propose a new computationally efficient framework that enables organisations to share privacy-sensitive data. The proposed framework is able to answer queries without revealing any useful information to the data sources or to the third parties.

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.

Quality of service control for rt-VBR connections in ATM networks

Nowadays, networks must support applications such as: distance learning, electronic commerce, access to Internet, Intranets and Extranets, voice over IP (Internet Protocol) and many others. These new applications, employing data, voice, and video traffic, require high bandwidth and Quality of Service (QoS). The ATM (Asynchronous Transfer Mode) technology, together with dynamic resource allocation methods, offers network connections that guarantee QoS parameters, such as minimum losses and delays. This paper presents a system that uses Network Management Functions together with dynamic resource allocation for provision of the end-to-end QoS parameters for rt-VBR connections.

Quality of Service for Multicasting in Content Addressable Networks

Multicasting is an efficient mechanism for one to many data dissemination. Unfortunately, IP Multicasting is not widely available to end-users today, but Application Layer Multicast (ALM), such as Content Addressable Network, helps to overcome this limitation. Our OM-QoS framework offers Quality of Service support for ALMs. We evaluated OM-QoS applied to CAN and show that we can guarantee that all multicast paths support certain QoS requirements.