Run-time risk management in adaptive ICT systems

We will present results of the SERSCIS project related to risk management and mitigation strategies in adaptive multi-stakeholder ICT systems. The SERSCIS approach involves using semantic threat models to support automated design-time threat identification and mitigation analysis. The focus of this paper is the use of these models at run-time for automated threat detection and diagnosis. This is based on a combination of semantic reasoning and Bayesian inference applied to run-time system monitoring data. The resulting dynamic risk management approach is compared to a conventional ISO 27000 type approach, and validation test results presented from an Airport Collaborative Decision Making (A-CDM) scenario involving data exchange between multiple airport service providers

Lessons learned in managing ICT systems for online learning

This paper discusses the challenges faced and lessons learned during the management of an online educational network in Sri Lanka. In all aspects of learning, technology can make a significant impact. Technology, when used appropriately, can be very effective in terms of interactivity among learners, between learners and the content and between learners and teachers, especially in contrast to print-based traditional distance education. Most difficulties that arise are due to constraints of scale, time and space and can be effectively addressed using technology. When implemented effectively, learners, teachers and educational institutions all benefit. Opportunities created in such a context for a country like Sri Lanka are enormous. At the same time, any failure to access teaching/learning material can create a very negative impression and is instantly compared with the face-to-face learning environment. Managing Information and Communication Technology (ICT) systems to cater to the above requirements is a challenging task. A major national initiative in Sri Lanka, the National Online Distance Education Service (NODES) is discussed in this context

Anti-fragile ICT Systems

This book introduces a novel approach to the design and operation of large ICT systems. It views the technical solutions and their stakeholders as complex adaptive systems and argues that traditional risk analyses cannot predict all future incidents with major impacts. To avoid unacceptable events, it is necessary to establish and operate anti-fragile ICT systems that limit the impact of all incidents, and which learn from small-impact incidents how to function increasingly well in changing environments. The book applies four design principles and one operational principle to achieve anti-fragility for different classes of incidents. It discusses how systems can achieve high availability, prevent malware epidemics, and detect anomalies. Analyses of Netflix’s media streaming solution, Norwegian telecom infrastructures, e-government platforms, and Numenta’s anomaly detection software show that cloud computing is essential to achieving anti-fragility for classes of events with negative impacts

ICT systems supporting strategic HRM

The purpose of this paper is to provide understanding on the possibilities of combining e-HRM and organization’s strategy in autonomous working environments. As the HRM function is often seen as a separate function instead of being an active participant in strategy execution, my aim is to find ways of bringing the HRM function closer to the organization’s strategic work through ICT systems. As the working world is rapidly changing towards more independent ways of working, the research is limited to organizations with highly autonomous employees. Using ICT systems in HRM is not a new phenomenon, and the use of e-HRM systems have raised a discussion about whether the computer mediated communication in HRM leads to alienation and loss of human touch in organizations. In this paper I aim to find ways of combining the usage of ICT systems in strategic HRM without loosing the human connection. Presented ideas and suggestions are based on literature review and interviews representing different sides of the issue. The results of this research suggest that even though the first reactions to e-HRM applications are often hesitant, successful ways of development and implementation have been found. In conclusion the research suggests that implementing successful and truly strategic e-HRM applications is possible even in autonomous working environments, when the end users are placed in the center of attention while developing and implementing the e-HRM system

Emergency response ICT systems

This audit assessed how Information and Communications Technology systems and processes are used to deliver an emergency service response. Overview Victorians rely on emergency services organisations during emergencies and crisis incidents, and expect a prompt and efficient response to any emergency. This audit assessed how Information and Communications Technology systems and processes are used to deliver an emergency service response. The Emergency Services Telecommunications Authority (ESTA) plays a critical role by taking calls for emergency assistance and dispatching emergency service resources to an incident. Performance is measured against Inspector-General for Emergency Management determined standards. The audit found that when all systems are working, ESTA is meeting call-taking standards but is consistently failing to meet its emergency ambulance dispatch standards. A computer aided dispatch system (CAD) is central to ESTA’s operations. However, when CAD fails, the backup manual card-based process is inadequate. The audit also found that, except for the StateNet Mobile Radio rural communications network, radio systems are modern with up to date technology. However, police channels on the Metropolitan Mobile Radio network can become congested at peak times and when Protective Service Officers are on duty at railway stations. A modern data network is installed in all metropolitan ambulances, but only 30 per cent of operational police vehicles. A new digital radio network for the Country Fire Authority is operating satisfactorily, but should be extended to all other emergency service organisations to overcome the limitations of the analogue rural network.&nbsp

Clinical ICT systems in the Victorian public health sector

This audit examined the clinical information and communications technology (ICT) systems of eight public health services in Victoria to see whether they were appropriately planned and implemented and whether expected outcomes and benefits are being realised.It examined the HealthSMART clinical ICT systems implemented at four health services and clinical ICT systems implemented at four other health services.The Department of Health (DH) failed to complete the expected implementation of clinical ICT systems across 19 Victorian health services due to poor planning and an inadequate understanding of system requirements. It significantly underestimated project scope, costs and time lines, as well as the required clinical workflow redesign and change management efforts. In contrast, non-HealthSMART sites have used their own internally generated funds and implemented clinical ICT systems at a fraction of the cost of implementing HealthSMART. Clinical ICT system implementations are complex and like any other transformational ICT project, unexpected and unforeseen issues can often emerge. In the case of HealthSMART, the introduction of electronic medication ordering and management has been the most difficult and complex component of the clinical ICT system program. This audit found evidence of a number of potential clinical risks at three of the HealthSMART sites. In the absence of appropriate controls and effective mitigations, these issues could pose serious patient safety risks. As a result, there is a continuing potential risk to patient safety that needs to be closely monitored by both DH and the relevant health services. However, DH has not established processes to oversee either the management of risks, or the performance of installed clinical ICT systems, at either HealthSMART or non-HealthSMART sites. The installed clinical ICT systems do not currently deliver interoperability across the Victorian public health sector. Both HealthSMART and non-HealthSMART clinical ICT systems do not enable patient data to be shared across Victoria’s public hospitals

The Role of Humans in Complex ICT Systems

In the modern world, companies, regardless of their type of business, rely on information and communications technology (ICT) systems to carry out their everyday operations. The ICT systems have been developed over time to fit companies' changing needs. It is often hard to determine when and how these systems were modified because of constantly changing environments and stakeholders that come and go. A large industry such as the petroleum business is completely dependent on ICT systems and, as a result, it faces the typical problems related to such systems. This thesis models the interactions between applications used by employees of a real engineering company. Analysis of the model unveiled several classical problems of complex systems, such as centricity, hidden relations, and closedness. The analysis shows that insufficient understanding of the interdependencies between the applications lead to unjustified actions that caused unpredictable consequences. It is argued that the interactions between humans and information technology can never be excluded from the analysis of complex ICT systems without damaging the quality and usefulness of the results. Many real-life examples presented in this thesis show that humans can be the source of errors, but they can also be a critically important to rectify problems before the consequences become intolerable. The role of humans in ICT systems is analyzed from a bottom-up prospective with examples based on the author's experience. The conclusions are supported by case studies from everyday routines. The thesis considers both theoretical and practical aspects of the design, maintenance, and analysis of complex adaptive ICT systems. Since it analyzes a real system, the thesis proposes several practical improvements like openness, advanced human error validation, and team diversity. While the thesis only studies the ICT system of a single company, the recommendations should be of interest to other companies as well.Master i InformatikkMAMN-INFINF39

A framework for investigating human factors issues associated with the implementation of new ICT systems in construction organisations

The failure of Information and Communication Technology (ICT) applications has been well documented in many industries and organisations. Many studies have attributed these failures to non-technical issues, i.e. those linked to human factors. A thorough review of the literature in ICT systems implementation and human factors domains suggests that a complete assessment of a new ICT systems implementation should address both organisation and end-user factors which demand different assessment approaches, but which are closely interrelated. This paper discusses the importance of taking account of socio-technical and user-centred issues in construction organisations, and presents a framework for enabling construction organisations to embed new ICT systems more effectively in the future. This framework combines aspects of action research methodology, the Technology Acceptance Model (TAM) and other usability evaluation studies, which allow integrated assessment of organisation and end-user factors. Due to their complementariness and synergy, the benefits gained from this integrated framework should be more than the sum of individual aspects. This integrated framework should help to reduce resistance to change within construction organisations, enhance user acceptance of new ICT systems and enhance organisation competitiveness