Proactive IT Incident Prevention: Using Data Analytics to Reduce Service Interruptions

The cost of resolving user requests for IT assistance rises annually. Researchers have demonstrated that data warehouse analytic techniques can improve service, but they have not established the benefit of using global organizational data to reduce reported IT incidents. The purpose of this quantitative, quasi-experimental study was to examine the extent to which IT staff use of organizational knowledge generated from data warehouse analytical measures reduces the number of IT incidents over a 30-day period, as reported by global users of IT within an international pharmaceutical company headquartered in Germany. Organizational learning theory was used to approach the theorized relationship between organizational knowledge and user calls received. Archival data from an internal help desk ticketing system was the source of data, with access provided by the organization under study. The population for this study was all calls logged and linked to application systems registered in a configuration database, and the sample was the top 14 application systems with the highest call volume that were under the control of infrastructure management. Based on an analysis of the data using a split-plot ANOVA (SPANOVA) of Time 1, Time 2, treatment, and nontreatment data, there was a small reduction in calls in the number of reported IT incidents in the treatment group, though the reduction was not statistically significant. Implications for positive social change include reassigning employees to other tasks, rather than continuing efforts in this area, enabling employees to support alternative initiatives to drive the development of innovative therapies benefiting patients and improving employee satisfaction

Mapping domain characteristics influencing Analytics initiatives: The example of Supply Chain Analytics

Purpose: Analytics research is increasingly divided by the domains Analytics is applied to. Literature offers little understanding whether aspects such as success factors, barriers and management of Analytics must be investigated domain-specific, while the execution of Analytics initiatives is similar across domains and similar issues occur. This article investigates characteristics of the execution of Analytics initiatives that are distinct in domains and can guide future research collaboration and focus. The research was conducted on the example of Logistics and Supply Chain Management and the respective domain-specific Analytics subfield of Supply Chain Analytics. The field of Logistics and Supply Chain Management has been recognized as early adopter of Analytics but has retracted to a midfield position comparing different domains. Design/methodology/approach: This research uses Grounded Theory based on 12 semi-structured Interviews creating a map of domain characteristics based of the paradigm scheme of Strauss and Corbin. Findings: A total of 34 characteristics of Analytics initiatives that distinguish domains in the execution of initiatives were identified, which are mapped and explained. As a blueprint for further research, the domain-specifics of Logistics and Supply Chain Management are presented and discussed. Originality/value: The results of this research stimulates cross domain research on Analytics issues and prompt research on the identified characteristics with broader understanding of the impact on Analytics initiatives. The also describe the status-quo of Analytics. Further, results help managers control the environment of initiatives and design more successful initiatives.DFG, 414044773, Open Access Publizieren 2019 - 2020 / Technische Universität Berli

State of the art 2015: a literature review of social media intelligence capabilities for counter-terrorism

Overview This paper is a review of how information and insight can be drawn from open social media sources. It focuses on the specific research techniques that have emerged, the capabilities they provide, the possible insights they offer, and the ethical and legal questions they raise. These techniques are considered relevant and valuable in so far as they can help to maintain public safety by preventing terrorism, preparing for it, protecting the public from it and pursuing its perpetrators. The report also considers how far this can be achieved against the backdrop of radically changing technology and public attitudes towards surveillance. This is an updated version of a 2013 report paper on the same subject, State of the Art. Since 2013, there have been significant changes in social media, how it is used by terrorist groups, and the methods being developed to make sense of it.  The paper is structured as follows: Part 1 is an overview of social media use, focused on how it is used by groups of interest to those involved in counter-terrorism. This includes new sections on trends of social media platforms; and a new section on Islamic State (IS). Part 2 provides an introduction to the key approaches of social media intelligence (henceforth ‘SOCMINT’) for counter-terrorism. Part 3 sets out a series of SOCMINT techniques. For each technique a series of capabilities and insights are considered, the validity and reliability of the method is considered, and how they might be applied to counter-terrorism work explored. Part 4 outlines a number of important legal, ethical and practical considerations when undertaking SOCMINT work

Technologies and Applications for Big Data Value

This open access book explores cutting-edge solutions and best practices for big data and data-driven AI applications for the data-driven economy. It provides the reader with a basis for understanding how technical issues can be overcome to offer real-world solutions to major industrial areas. The book starts with an introductory chapter that provides an overview of the book by positioning the following chapters in terms of their contributions to technology frameworks which are key elements of the Big Data Value Public-Private Partnership and the upcoming Partnership on AI, Data and Robotics. The remainder of the book is then arranged in two parts. The first part “Technologies and Methods” contains horizontal contributions of technologies and methods that enable data value chains to be applied in any sector. The second part “Processes and Applications” details experience reports and lessons from using big data and data-driven approaches in processes and applications. Its chapters are co-authored with industry experts and cover domains including health, law, finance, retail, manufacturing, mobility, and smart cities. Contributions emanate from the Big Data Value Public-Private Partnership and the Big Data Value Association, which have acted as the European data community's nucleus to bring together businesses with leading researchers to harness the value of data to benefit society, business, science, and industry. The book is of interest to two primary audiences, first, undergraduate and postgraduate students and researchers in various fields, including big data, data science, data engineering, and machine learning and AI. Second, practitioners and industry experts engaged in data-driven systems, software design and deployment projects who are interested in employing these advanced methods to address real-world problems