12,078 research outputs found

    Implementing centralised IT service management: drawing lessons from the public sector

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    [Abstract]: The IT service management model represents a paradigm shift for IT organisations as it deemphasizes the management of IT assets and focuses on the provision of quality end-to-end IT services. This paper presents part of an in-depth study that examines the experience of a government agency, Queensland Health, in the implementation of a centralised IT service management model based on the ITIL framework. The paper sheds light on the challenges and breakthroughs, distils a set of critical success factors and offers a learning opportunity for other organisations. Outsourcing some activities and tool requirements to vendors was seen as one contributor to success although ensuring effective technology transfer to in-house staff was also necessary. Another success factor was centralisation of IT services. Commitment of senior management was also crucial as was a recognition of the need for effective change management to transform the organisational culture to a service-oriented focus

    Aligning a Service Provisioning Model of a Service-Oriented System with the ITIL v.3 Life Cycle

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    Bringing together the ICT and the business layer of a service-oriented system (SoS) remains a great challenge. Few papers tackle the management of SoS from the business and organizational point of view. One solution is to use the well-known ITIL v.3 framework. The latter enables to transform the organization into a service-oriented organizational which focuses on the value provided to the service customers. In this paper, we align the steps of the service provisioning model with the ITIL v.3 processes. The alignment proposed should help organizations and IT teams to integrate their ICT layer, represented by the SoS, and their business layer, represented by ITIL v.3. One main advantage of this combined use of ITIL and a SoS is the full service orientation of the company.Comment: This document is the technical work of a conference paper submitted to the International Conference on Exploring Service Science 1.5 (IESS 2015

    Latin American perspectives to internationalize undergraduate information technology education

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    The computing education community expects modern curricular guidelines for information technology (IT) undergraduate degree programs by 2017. The authors of this work focus on eliciting and analyzing Latin American academic and industry perspectives on IT undergraduate education. The objective is to ensure that the IT curricular framework in the IT2017 report articulates the relationship between academic preparation and the work environment of IT graduates in light of current technological and educational trends in Latin America and elsewhere. Activities focus on soliciting and analyzing survey data collected from institutions and consortia in IT education and IT professional and educational societies in Latin America; these activities also include garnering the expertise of the authors. Findings show that IT degree programs are making progress in bridging the academic-industry gap, but more work remains

    An Aggregated Information Technology Checklist for Operational Risk Management

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    This study addresses the issue of the Information Technology (IT) Governance frameworks and standards that respond to different levels of operational risks, especially those caused by the information systems and technology infrastructure. A requirement analysis regarding Basel II is conducted, a gap analysis between the Information Control Models (ICMs) is performed, and the aggregated IT checklist for Operational Risk Management (ORM) is proposed by mapping the control objectives in ICMs to the operational risk categories described in Basel II as loss event types. The validity and reliability of the study is based on the focus group assessment of the mappingsBasel II, Operational Risk Management, Information Control Model, Information Technology Governance.

    A very modern professional: the case of the IT service support worker

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    The IT profession has retained a reputation as a ‘privileged area of the labour market’ (Webster, 2005, p.4; Bannerji, 2011). Workers practicing IT skills have been at the forefront of the competitive drive for innovation and efficiency gains promoted by a neoliberal enterprise ideology (Blackler et al, 2003). In the last two decades, as systems thinking (e.g. Ackoff, 1999) and customer-centric practices (e.g. Levitt, 2006) have converged in a globally powerful IT service management (ITSM) ‘best practice’ discourse (Trusson et al, 2013), the IT service support worker has emerged to be a worker-type of considerable socio-economic importance. Aside from keeping organizational information systems operative, when such systems fail these workers are called upon to rapidly restore the systems and thus head-off any negative commercial or political consequences. Yet these workers are acknowledged only as objectified resources within the ITSM ‘best practice’ literature (e.g. Taylor, Iqbal and Nieves, 2007) and largely overlooked as a distinctive contemporary worker-type within academic discourse. This paper, through analysis of salary data and qualitative data collected for a multiple case study research project, considers the extent to which these workers might be conceived of as being ‘professionals’. The project approached the conceptual study of these workers through three lenses. This paper focuses on the project’s consideration of them as rationalised information systems assets within ‘best practice’ ITSM theory. It also draws upon our considerations of them as knowledge workers and service workers. We firstly situate the IT service support worker within a broader model of IT workers comprising four overlapping groupings: managers, developers, technical specialists and IT service support workers. Three types of IT service support worker are identified: first-line workers who routinely escalate work; second-line workers; and ‘expert’ single-line workers. With reference to close associations made with call centre workers (e.g. Murphy, 2011) the status of IT service support workers is explored through analysis of: (i) salary data taken from the ITJOBSWATCH website; and (ii) observational and interview data collected in the field. From this we challenge the veracity of the notion that the whole occupational field of IT might be termed a profession concurrently with the notion that a profession implies work of high status. Secondly, the paper explores two forces that might be associated with the professionalization of IT as an occupation: (i) rationalisation of the field (here promoted by the British Computer Society); and (ii) formalisation of IT theoretical/vocational education. A tension is identified, with those IT service support workers whose work is least disposed to rationalisation and whose complex ‘stocks of knowledge’ (Schutz, 1953) have been acquired through time-spent practice laying claim to greater IT professional status. Thirdly, consideration is given to individuals’ personal career orientations: occupational, organizational and customer-centric (Kinnie and Swart, 2012). We find that whilst organizations expect IT service support workers to be orientated towards serving the interests of the organization and its clients, the most individualistically professional tend towards being occupationally orientated, enthusiastically (re)developing their skills to counter skills obsolescence in an evolving technological arena (Sennett, 2006)

    Psychophysiology of respiratory disease : clinical considerations for the advanced practice nurse

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    The purpose of this article is to describe the psychophysiology of dyspnea in chronic obstructive pulmonary disease (COPD), identify the unique impact of respiratory disease on the female patient, and discuss the relationship of anxiety and depression in disease manifestation. Current COPD assessment and treatment guidelines published by the United States Department of Health and Human Services, the World Health Organization as well as the National Institute for Health and Care Experience (NICE) will be presented along with implications for the Advanced Practice Nurse (APN). Practitioners treat COPD patients with advanced physiological complications along with psychological comorbidities that worsen the disease perception and progression. Therefore, a recommendation will be made to integrate assessment and evaluation of psychological comorbidities in COPD patients, with particular consideration given to the female patient. Utilizing a holistic, int egrated treatment plan will serve to enhance patient care, alleviate disease burden and impact overall quality of life in the patient with COPD.peer-reviewe

    Guidelines for the recording and evaluation of pharmaco-EEG data in man: the International Pharmaco-EEG Society (IPEG)

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    The International Pharmaco-EEG Society (IPEG) presents updated guidelines summarising the requirements for the recording and computerised evaluation of pharmaco-EEG data in man. Since the publication of the first pharmaco-EEG guidelines in 1982, technical and data processing methods have advanced steadily, thus enhancing data quality and expanding the palette of tools available to investigate the action of drugs on the central nervous system (CNS), determine the pharmacokinetic and pharmacodynamic properties of novel therapeutics and evaluate the CNS penetration or toxicity of compounds. However, a review of the literature reveals inconsistent operating procedures from one study to another. While this fact does not invalidate results per se, the lack of standardisation constitutes a regrettable shortcoming, especially in the context of drug development programmes. Moreover, this shortcoming hampers reliable comparisons between outcomes of studies from different laboratories and hence also prevents pooling of data which is a requirement for sufficiently powering the validation of novel analytical algorithms and EEG-based biomarkers. The present updated guidelines reflect the consensus of a global panel of EEG experts and are intended to assist investigators using pharmaco-EEG in clinical research, by providing clear and concise recommendations and thereby enabling standardisation of methodology and facilitating comparability of data across laboratories
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