Virtualising process assessments to facilitate continual service improvement in IT service management

The IT Service Management (ITSM) industry has defined processes as best practices in the widely accepted IT Infrastructure Library (ITIL) framework. However, studies on the measurement of ITSM process improvement are scant. Our research addressed the dual problems of the lack of transparency and the need for efficiency in ITSM process assessment. Using the Design Science Research methodology, we developed a Software-mediated Process Assessment (SMPA) approach that enables assessment of ITSM processes. The SMPA approach includes process selection; an online survey to collect assessment data; measurement of process capability; and reporting of process improvement recommendations. We implemented a decision support system (DSS) to automate the SMPA approach and evaluated it at two IT service providers. The evaluations indicated that the SMPA approach supports decision-making on process improvements. The findings provided design knowledge of virtualisation in ITSM process assessment and how this may facilitate continual service improvement

Virtualising Process Assessments to Facilitate Continual Service Improvement in IT Service Management

The IT Service Management (ITSM) industry has defined processes as best practices in the widely-accepted IT Infrastructure Library (ITIL) framework. However, studies on the measurement of ITSM process improvement are scant. Our research addressed the dual problems of the lack of transparency and the need for efficiency in ITSM process assessment. Using the Design Science Research methodology, we developed a Software-mediated Process Assessment (SMPA) approach that enables assessment of ITSM processes. The SMPA approach includes process selection; an online survey to collect assessment data; measurement of process capability; and reporting of process improvement recommendations. We implemented a decision support system (DSS) to automate the SMPA approach and evaluated it at two IT service providers. The evaluations indicated that the SMPA approach supports decision-making on process improvements. The findings provided design knowledge of virtualisation in ITSM process assessment and how this may facilitate continual service improvement

Assessing the impact of a cloud-based learning platform on student motivation and ownership of learning

Has the KuraCloud learning platform increased student motivation and ownership of their learning? Cloud-based educational technologies are used with the expectation that they will assist students to become life-long learners. These technologies give students more control over their learning and this has been shown to motivate them to work harder (Yurco, 2014). This research examines the impact of a recently implemented cloud-based learning platform (KuraCloud) on student motivation and ownership of their learning. All students enrolled in the undergraduate Bachelor of Nursing programme at Wintec will be invited to participate in an online survey. Areas that will be explored to assess motivation include whether students feel more motivated, whether they feel encouraged to seek extra information about topics, and whether their participation is influenced by particular aspects and exercises within the KuraCloud lessons. Areas that will be explored to assess ownership of learning include whether the KuraCloud lessons helped them to learn independently, to problem-solve, and to understand the topic content and the lesson concepts. The research has not been completed yet, but the results will be presented at the conference. It is expected that the results will inform future planning to enhance student motivation and ownership of learning using this technology

Critical Investigation of Virtual Universities: Applying the UK Structure to Saudi Arabia

The purpose of this study was to investigate the feasibility, practicality and desirability of establishing a virtual university (VU) using new technologies in Saudi Arabia and to explore how to apply the existing VU frameworks to the Saudi Arabian education system. This is desirable in order to accommodate the rapid growth in the number of secondary school graduates, and is regarded as one of the most important challenges currently facing Saudi Universities. The study traces the origins of VUs in the UK and Europe, then examines the tools, forums and methods in use, focusing on the main service-oriented architecture and the Simple Object Access Protocol framework. Primary data were gathered by means of two sets of questionnaires, to explore the appetite for a virtual university in Saudi Arabia and to investigate the use of virtual learning in the UK. Three UK universities that strongly promote virtual learning (The Open University, the International Virtual University and Oxford University) were also researched online, providing an additional edge to the wider research on other universities. The investigation was motivated by a desire to produce a model that would widen learning opportunities for those who otherwise have no access to formal education in Saudi Arabia. The result is a virtual university model designed and developed to be a safe and secure Web-based educational system, providing online education for all, regardless of geographical position or time of day. Data were gathered mainly from secondary sources, such as journals, conference reports and books. A literature review critically assessed several technologies and protocols, and a critical comparison of Web services was conducted. Evidence from the questionnaire, the literature review and informal discussions led this researcher to pursue further the concepts of messaging technology and distributed communication, focusing on implementing JMS and a message-passing system. As a result, a chat application which utilises the publish-and-subscribe messaging model and a translator are presented and recommended as essential elements in achieving virtualisation in higher education. The thesis proposes a third-generation virtual university utilising cloud computing, offering integrated services to learners and including different types of online learning materials, specialized virtual centres for the development of educational courses, library and administrative functions, an interactive environment and online collaboration

Student perceptions on skills and learning challenges in the use of educational technology in a low-contact, blended and professional learning context: a grounded theory of ‘improvised learning’

This research project provides an original contribution to knowledge, comprising a grounded and unified theory of improvisational behaviours via Blended Learning and suggests a new paradigm of self-regulated, improvisational learning for potential application beyond the field of study. The study comprises an original Grounded Theory of ‘Improvised Learning’ demonstrating the most prevalent challenges, strategies and behaviours of students undertaking Higher Education programmes in a campus-based, low-contact teaching environment. The participant group were typically undertaking accredited professional programmes (usually related to a profession such as nursing or accounting). The students engaged in ‘Blended Learning’ i.e. study on-campus alongside use of learning technologies such as a Virtual Learning Environment (VLE). The research project used Grounded Theory as an holistic methodology to investigate the experience of students in this study context. The main data collection phase consisted of informal individual or group discussions held in classes, open plan Library areas or IT Labs. Grounded Theory is a sociological methodology designed to formulate a new (Grounded) theory from a ‘substantive area’, i.e. a participant group typically comprising a shared vocational role or activity. Key elements of Grounded Theory include an emphasis on induction-based conceptualisation of theory from descriptive participant indicators and the continuous comparison of data for the emergence of ‘theoretical categories’ or codes. The ultimate aim of Grounded Theory is to demonstrate how conceptual categories inter-relate within a common theoretical explanation for the behaviour of participants (the ‘core category’). This grounded study of professional learners identified a number of theoretical models of behaviour for engaging with Blended Learning, including innovative self-led use of Information Technology and collaborative learning. The emergent ‘core category’ - reflecting all dependant codes or variables was defined as ‘Improvised Learning’, explaining conceptually how students employ self-led strategies and skills to engage with disparate systems, environments and resources

Product-Service development for circular economy and sustainability course

ABSTRACT: This book is an output of the ERASMUS+ KATCH_e project. KATCH_e stands for “Knowledge Alliance on Product-Service Development towards Circular Economy and Sustainability in Higher Education”. This was a 3-year project (2017-2019), aiming to address the challenge of reinforcing skills and competences in Higher Education and within the business community, in the field of product-service development for the circular economy and sustainability, with a particular focus on the construction and furniture sectors.info:eu-repo/semantics/publishedVersio

Building information modeling – A game changer for interoperability and a chance for digital preservation of architectural data?

Digital data associated with the architectural design-andconstruction process is an essential resource alongside -and even past- the lifecycle of the construction object it describes. Despite this, digital architectural data remains to be largely neglected in digital preservation research – and vice versa, digital preservation is so far neglected in the design-and-construction process. In the last 5 years, Building Information Modeling (BIM) has seen a growing adoption in the architecture and construction domains, marking a large step towards much needed interoperability. The open standard IFC (Industry Foundation Classes) is one way in which data is exchanged in BIM processes. This paper presents a first digital preservation based look at BIM processes, highlighting the history and adoption of the methods as well as the open file format standard IFC (Industry Foundation Classes) as one way to store and preserve BIM data

Implementing sustainability initiatives in business processes

Purpose – The sustainability topic has been receiving a growing importance in the corporate environment in recent years. More and more companies are adopting sustainability practices in all their organisational levels, operations and business process as a whole; however, they have still failed to achieve the anticipated goal. Existing roadmaps, frameworks and systems do not comprehensively support sustainable business transformation. This research proposes a four phases framework, based on BPM, to help organisations to implement sustainability practices in the organisation business processes and has verified it with industry/academic specialists and validated it in a local organisation focused on sustainability initiatives. Design/methodology/approach – A conceptual framework has been created, verified and validated. The framework is based on Business Process Management (BPM) principles, which was chosen because due its capability to work in a cross process way while providing the full control of the process performance. It was then verified using a Delphi study held with 21 specialists in Sustainable Operations Management from both academia and industry and validated using an action research study on a biomass company focused in the development of sustainable energy technologies that wished to improve the implementation of sustainability initiatives in its business processes and operations. Findings – It was identified that organisations still struggle to succeed the implementation of sustainability projects. The research outlined that the business process management (BPM) approach can be used as way to implement sustainability practices in an organisation’s business processes by using the conceptual framework. The benefits from this approach are the enablement of continuous process improvement, improvement of process quality; cost reduction; increase in the customer satisfaction; and better control 3 over process performance, which can be directly linked to the improvement of the sustainability improvement.Research limitations/implication – The main limitation of this research is the application of the framework in only one real-life scenario, which was expected due the research method chosen to validate it. Future work aims to apply the framework in different scenarios, in organisations with different sizes, different maturity level, different sector, and different locations. Further research will also investigate the symbiosis of the BPM approach with other management approaches, such as lean/green manufacturing, project management, and green supply chain and carbon footprint. In addition, in a further moment, once companies are familiarised with the project methodology, it is possible to create a centre of excellence (an area within the organisation with the best practices/ processes of the industry) in terms of sustainability bringing even more value, improving continuously and generating more innovation by the form of green reference process models. Practical implications – The proposed framework uses a Business Process Management (BPM) approach, which provides a systemic solution for the organisations adopt sustainability practices in their business processes.This research was supported by a grant from the Brazilian government through the program Science Without Borders (SWB) provided by CAPES