Plan de mejora para la gestión de los servicios informáticos: ITSM + ITIL v3

El objetivo del presente proyecto es la elaboración de un plan empresarial o conjunto de buenas prácticas, el cual pueda ser utilizado como guía para la mejora de servicios por una organización TIC. La implantación y puesta en valor de dicho conjunto de buenas prácticas nos va a permitir mejorar la calidad en aspectos relativos en cuanto a la gestión de servicios se refiere.

Primera fase del proyecto de creación de una herramienta de ticketing web Ibermática multi-cliente y parametrizable

Primera fase del proyecto de creación de una herramienta de ticketing web Ibermática multi-cliente y parametrizable.

Cellular and viral factors implicated in persistent infection in canine distemper virus

Summary SLAM (signalling lymphocyte activation molecule, CD150) serves as a cellular receptor for different morbiliviruses, including measles virus and canine distemper virus. Laboratory cell lines that do not express dog SLAM are therefore quite refractory to infection by wildtype CDV. SLAM expression is not only required for CDV virion attachment, but also for the establishment of cytolytic infection characterized by syncytia formation. In order to determine if SLAM has a direct influence on CDV replication, we compared wild-type and mutated SLAM variants for their capacity to influence viral polymerase activity and syncytia formation. Deletion of immunoreceptor tyrosine-based signalling motif (ITSM) in the cytoplasmic tail of SLAM did not seem to influence viral replication, viral polymerase activity or cell-to cell fusion. Instead, it was the level of cell surface expression of SLAM, which was important. Additional experiments corroborated the importance of SLAM for efficient cell-to cell fusion: Both SLAM, as well as viral fusion (F) and attachment (H) glycoproteins, were found to be required for efficient cell-to-cell fusion, which, in turn, enhanced the activity of the viral polymerase and, viral replication. Wild-type A75/17 canine distemper virus (CDV) strain is known to induce a persistent infection in the central nervous system and in dog footpad keratinocytes in vivo. Recently, it has been shown that the A75/17 virus could also infect canine footpad keratinocytes (CFKs) in vitro. CFK infection with A75/17 was initially inefficient and produced very little virus progeny, however, after only three passages the adapted virus produced more progeny and induced limited syncytia formation. Sequence comparison between the A75/17 and the CFKadapted A75/17-K virus revealed three amino acid differences, one in the phosphoprotein (P), one in the matrix protein (M) and one in the H protein. In order to identify viral determinants of A75/17-K adaptation, recombinant viruses containing one, two or three nucleotides substitutions were analyzed. The amino acid substitution in the M protein was without effect on viral particle formation. In contrast, the amino acid substitution in the cytoplasmic tail of H protein was clearly important for syncytia formation. Concerning the mutation in the P protein, it led to an increase in viral replication. However, we cannot rule out that the observed effect is due to the amino acid substitutions in the overlapping accessory proteins C and V, also affected by the P mutation. The adaptation of wild-type CDV strains to cell culture almost always involves modifications of M protein. In order to understand the influence of these modifications, we tested recombinant A75/17 viruses bearing different M proteins. Preliminary results demonstrated that the M protein from the Vero-adapted strain reduced syncytia formation. Future studies will focus on the M mRNA and protein stability, its expression level, localisation and its effect on viral particles formation and on the phenotype of infection. Résumé La protéine SLAM (signalling lymphocyte activation molecule ou CD150) est utilisée comme récepteur cellulaire par les morbillivirus parmi lesquels on trouve le virus de la rougeole (VR) ainsi que le virus de la maladie de Carré (CDV). Les lignées cellulaires qui n'expriment pas la protéine SLAM du chien à leur surface sont réfractaires à l'infection par les souches sauvages de CDV. Le récepteur SLAM n'est pas seulement requis pour l'attachement du virion à la surface de la cellule, mais il participe également de façon active à l'établissement d'une infection cytolytique à travers la formation de syncytia. Afin de déterminer si la protéine SLAM exerce une influence directe sur la réplication virale du virus de la maladie de Carré, nous avons généré différentes protéines tronquées de SLAM et comparé leurs capacités à influencer l'activité de la polymérase ainsi que la formation de syncytia. Nos résultas ont montré que la réplication virale, l'activité de la polymérase ainsi que la fusion cellulaire ne semblent pas être influencées par les délétions dans les régions cytoplasmiques du récepteur SLAM. Cependant, ces délétions agissent sur l'expression de la protéine SLAM à la surface des cellules. Les expériences additionnelles ont permis de souligner l'importance de la protéine SLAM dans le phénomène de fusion entre cellules. En effet, la protéine SLAM ainsi que les deux glycoprotéines virales F et H sont requises pour la formation de syncytia, laquelle induit une augmentation de l'activité de la polymérase ainsi que de la réplication virale. La souche virulente A75/17 du virus, de la Maladie de Carré est connue pour induire une infection persistante au niveau du système nerveux central ainsi que dans les kératinocytes de pattes chez le chien. Des études récentes ont montré que des cultures primaires de kératinocytes de chien pouvaient aussi êtres infectées par la souche A75/17 de CDV. En effet, le virus induit une infection persistante en produisant très peu de progéniture. Cependant, trois passages du virus sauvage A75/17 dans ces cultures aboutissent à la sélection d'un virus produisant plus de progéniture et favorisant la formation limitée de syncytia. La comparaison des séquences génomique entre la souche A75/17 et la souche adaptée A75/17-K montre une différence de trois nucléotides. La première mutation, située dans le gène P, modifie la phosphoprotéine (P) ainsi que les protéines V et C. La deuxième se situe dans le gène de la protéine matricielle (M) et la dernière dans celui de la protéine d'attachement (H). Afin de déterminer les facteurs viraux impliqués lors de l'adaptation virale dans la culture primaire de kératinocytes, des virus recombinants contenant une, deux ou trois de ces mutations ont été analysés. La substitution d'un acide aminé dans la protéine M reste sans effet sur la production de particules virales. En revanche, la substitution d'un acide aminé dans la queue cytoplasmique de la protéine H s'avère clairement importante pour la formation de syncytia. Quant à la mutation dans le gène P, elle permet une augmentation de la réplication virale. Cependant, nous ne pouvons pas écarter l'hypothèse que l'augmentation de la réplication virale soit due aux substitutions d'un acide aminé dans les protéines accessoires V et C qui sont, elles aussi, affectées par la mutation dans le gène P. L'adaptation des souches sauvages de CDV aux cultures de cellules induit presque toujours des modifications de la protéine matricielle M. Afin de comprendre l'influence de ces modifications, nous avons testé 'des virus A75/17 recombinants contenant différentes protéines M. Les résultats préliminaires ont démontré que la protéine M de la souche adaptée aux cellules Vero réduisait la formation de syncytia. Les études futures seront axées sur la stabilité de l'ARN messager, celle de la protéine M, de son niveau d'expression, de sa localisation cellulaire et de son effet sur la formation de particules virale ainsi que sur le phénotype de l'infection.

Development of IT Service Management in a Large International Company

The purpose of this Master’s thesis is to examine the IT Service Management (ITSM) capabilities of a large international company and develop a design for the IT Service Management of the company. The thesis consists of two parts: a literature review and a case study. The first part is the literature review. It examines different aspects of IT Service Management. The purpose of the literature review is to increase the credibility of the case study. In the case study, the IT Service Management of a large industrial company is assessed, and an improved design for IT Service Management is created. The services are limited to common IT services, and management is limited to operative management. To assess and develop the case company’s IT Service Management, the IT organization and its ITSM capabilities are analyzed, and on the basis of the analyses, an improved IT Service Management model is created. As a result of the analyses, it was found out that the management of the IT organization is function-oriented. Therefore, the organization needs a management model that breaks the functional borders and brings services to the center of management. The designed model aspires to achieve this by defining IT services and modeling management processes from the service perspective.

Configuration management process improvement : a case study of a Pan-Nordic insurance company

Configuration management is often seen as an enabler for the main IT Service Management (ITSM) processes such as Incident and Problem management. A decent level of quality of IT configuration data is required in order to carry out routines of these processes. This case study examines the state of configuration management in a multinational organization and aims at identification of methods for its improvement. The author has stayed five months with this company in order to collect different sources of evidence and to make observations. The main source of data for this study is interviews with some of the key employees of the assigned organization who are involved into the ITSM processes. This study concludes the maturity level of the existing configuration management process to be repeatable but intuitive, and outlines the principal requirements for its improvement. A match between the requirements identified in the organization and the requirements stated in the ISO/IEC 20000 standard indicates the possibility of adopting ITIL guidelines as a method for configuration management process improvement. The outcome of the study presents a set of recommendations for improvement that considers the process, the information model and the information system for configuration management in the case organization.

A Framework for IT Service Management Integration

The objective of this Master’s Thesis is to find out best practices for IT service management integration. Integration in this context means process integration between an IT organization and an integration partner. For observing the objective, two different perspectives are assigned: process and technology. The thesis consists of theory, framework, implementation, and analysis parts. The first part introduces common methodology of IT service management and enterprise integration. The second part presents an integration framework for ITSM integration. The third part illustrates how the framework is used and the last part analyses the framework. The major results of this thesis were the framework architecture, the framework tools, the implementation model, the testing model, and the deployment model for ITSM integration. As a fundamental best practice, the framework contained a four-division structure between architecture, process, data, and technology. This architecture provides a baseline for ITSM integration design, implementation and testing.

Laboratory study of grouted macadams impregnated with mine waste geopolymeric binder

A new type of pavement has been gaining popularity over the last few years in Europe. It comprises a surface course with a semi-flexible material that provides significant advantages in comparison to both concrete and conventional asphalt, having both rut resistance and a degree of flexibility. It also provides good protection against the ingress of water to the foundation, since it has an impermeable surface. The semi-flexible material, generally known as grouted macadam, comprises an open-graded asphalt skeleton with 25% to 35% voids into which a cementitious slurry is grouted. This hybrid mixture provides good rut resistance and a surface highly resistant to fuel and oil spillage. Such properties allow it to be used in industrial areas, airports and harbours, where those situations are frequently associated with heavy and slow traffic. Grouted Macadams constitute a poorly understood branch of pavement technology and have generally been relegated to a role in certain specialist pavements whose performance is predicted on purely empirical evidence. Therefore, the main objectives of this project were related to better understanding the properties of this type of material, in order to predict its performance more realistically and to design pavements incorporating grouted macadam more accurately. Based on a standard mix design, several variables were studied during this project in order to characterise the behaviour of Grouted Macadams in general, and the influence of those variables on the fundamental properties of the final mixture. In this research project, one approach was used to the design of pavements incorporating Grouted Macadams: a traditional design method, based on laboratory determined of the stiffness modulus and the compressive strength.

Il polverino di gomma nel riciclaggio a freddo: metodo sperimentale

In questo lavoro sono state studiate diverse miscele di conglomerato bituminoso riciclato a freddo, nelle quali si è inserito polverino di gomma proveniente da riciclaggio di pneumatici dismessi. Lo scopo è stato quello di valutare l’effetto del polverino di gomma all’interno di miscele, contenenti il 100% di fresato, confezionate a freddo con emulsione di bitume e cemento, analizzandone gli effetti sulla lavorabilità, sulla resistenza a trazione indiretta, sui moduli di rigidezza e sulle resistenze a fatica. Nel capitolo primo è introdotto il concetto di sviluppo sostenibile con particolare attenzione al campo delle pavimentazioni stradali. Sono analizzati i più recenti dati riguardanti la produzione di rifiuti di demolizione e ricostruzione in Europa e in Italia. Segue una descrizione del materiale di risulta da scarifica delle pavimentazioni stradali, dei pneumatici e delle modalità di recupero degli stessi. Nel capitolo secondo sono riportati i principali riferimenti legislativi a livello comunitario, nazionale e locale riguardanti le attività coinvolte nel processo di riciclaggio dei rifiuti per la loro utilizzazione nella costruzione di opere stradali, accompagnati dai principali documenti ausiliari, quali sentenze e disposizioni applicative a completamento del suddetto quadro normativo. Nel capitolo terzo vengono descritte le principali tecniche di riciclaggio del fresato. Particolare attenzione viene posta nella descrizione delle procedure operative e dei macchinari adottati nelle operazioni di riciclaggio in sito. Infine vengono valutati i pregi e i difetti delle tecniche di riciclaggio a freddo analizzando i vantaggi economici ed ambientali rispetto a quelle tradizionali a caldo. Nel capitolo quarto sono analizzate le singole costituenti della miscela: Emulsione Bituminosa, Cemento, Aggregati, Polverino di Gomma e Acqua, definendone per ciascuna il ruolo e le caratteristiche meccaniche e fisiche che le contraddistinguono. Nel capitolo quinto, viene sviluppato il programma sperimentale, sono definiti gli obbiettivi e descritte in modo approfondito le cinque fasi nelle quali si articola. Nella fase uno, vengono introdotte le miscele che dovranno essere studiate. Segue una caratterizzazione dei principali costituenti alla base di tali miscele: fresato , polverino di gomma, cemento, filler,emulsione bituminosa. Nella fase due avviene il confezionamento dei provini mediante compattazione con pressa giratoria. Al termine della realizzazione dei campioni, vengono descritte e analizzate le proprietà volumetriche del materiale quali il grado di addensamento, la densità, la lavorabilità. Nelle fasi tre, quattro e cinque, vengono eseguiti in successione test per la valutazione delle resistenze a trazione indiretta ITS, test per la determinazione dei moduli di rigidezza ITSM ed infine test per la valutazione delle durate dei materiali a fatica ITFT. Per ognuno dei test, sono descritte le procedure operative sulla base delle normative di riferimento vigenti. Segue l’analisi dei risultati di ciascuna prova e la valutazione dell’effetto che i singoli costituenti hanno sulle caratteristiche meccaniche della miscela.

Studio di conglomerati bituminosi drenanti contenenti polverino di gomma da Pneumatici Fuori Uso (PFU)

Gli odierni sviluppi delle reti stradali nel territorio italiano e l’aumento della propensione all’utilizzo del veicolo hanno portato ad una continua ricerca nello stesso ambito volta sì a mantenere alti i livelli prestazionali e di sicurezza sulla rete stradale ma anche ad aprirsi ad uno scenario ecosostenibile, dato il continuo scarseggiare di materie prime per proseguire con le usuali tecniche di produzione. In tutti i campi riguardanti l’ambito delle costruzioni civili, che siano esse strutturali o infrastrutturali, numerose sono state le tecnologie introdotte per la realizzazione di materiali sostenibili ma anche e soprattutto il recupero di materiale di scarto, andando così incontro oltre che a una costruzione sostenibile anche ad un recupero di ciò che sarebbe destinato a discariche, ufficiali o abusive che siano. Nell’ottica dell’introduzione di “nuovi” materiali una posizione di rispetto interessa gli Pneumatici Fuori Uso (PFU) il cui recupero sotto forma di granulato e di polverino in gomma costituiscono, nell’ambito delle pavimentazioni stradali, una notevole opportunità di riutilizzo all’interno dei conglomerati bituminosi. Il presente lavoro sperimentale è stato svolto nell’ottica di analizzare dapprima le caratteristiche delle pavimentazioni drenanti, del polverino di gomma da PFU e dell’interazione tra i due, a supporto delle sperimentazioni effettuate sulle miscele realizzate in laboratorio. In particolare, sfruttando la tecnologia dry, che permette l’inserimento del polverino nella fase di miscelazione degli aggregati, dopo un’attenta analisi preliminare della composizione delle miscele da realizzare e il successivo confezionamento dei provini e loro addensamento, si è proceduto all’esecuzione di diverse prove al termine delle quali sono state analizzate le differenze meccaniche e reologiche tra miscele ottenute con aggiunta di polverino e miscele prive di PFU.

Analisi sperimentale di miscele bituminose drenanti additivate con polverino di gomma da PFU

Lo studio riguarda l'indagine sperimentale condotta ai fini della caratterizzazione di una miscela di conglomerato bituminoso per strati di usura drenanti, additivata con polverino di gomma da pneumatici fuori uso (PFU), secondo la metodologia Dry.

Investigation on performance characteristics of dense graded hot mix asphalt with RAP and crumb rubber

The objective of this study was to fundamentally characterize the laboratory performance of traditional hot mix asphalt (HMA) mixtures incorporating high RAP content and waste tire crumb rubber through their fundamental engineering properties. The nominal maximum aggregates size was chosen for this research was 12mm (considering the limitation of aggregate size for surface layer) and both coarse and fine aggregates are commonly used in Italy that were examined and analyzed in this study. On the other hand, the RAP plays an important role in reducing production costs and enhancing the environmentally sustainable pavements instead of using virgin materials in HMA. Particularly, this study has aimed to use 30% of RAP content (25% fine aggregate RAP and 5% coarse aggregate RAP) and 1% of CR additives by the total weight of aggregates for mix design. The mixture of aggregates, RAP and CR were blended with different amount of unmodified binder through dry processes. Generally, the main purposes of this study were investigating on capability of using RAP and CR in dense graded HMA and comparing the performance of rejuvenator in RAP with CR. In addition, based on the engineering analyses during the study, we were able compare the fundamental Indirect Tensile Strength (ITS) value of dense graded HMA and also mechanical characteristics in terms of Indirect Tensile Stiffness Modulus (ITSM). In order to get an extended comparable data, four groups of different mixtures such as conventional mixture with only virgin aggregates (DV), mixture with RAP (DR), mixture with RAP and rejuvenator (DRR), and mixture with RAP, rejuvenator, CR (DRRCr) were investigated in this research experimentally. Finally, the results of those tests indicated that the mixtures with RAP and CR had the high stiffness and less thermal sensitivity, while the mixture with virgin aggregates only had very low values in comparison.