Agent-oriented Modeling for Collaborative Learning Environments: A Peer-to-Peer Helpdesk Case Study

In this paper, we present the analysis and modelling of Help&Learn, an agent-based peer-to-peer helpdesk system to support extra-class interactions among students and teachers. Help&Learn expands the student’s possibility of solving problems, getting involved in a cooperative learning experience that transcends the limits of classrooms. To model Help&Learn, we have used Agent-Object-Relationship Modeling Language (AORML), an UML extension for agent-oriented information systems modeling. The aim of this research is two-fold. On one hand, we aim at modeling the variety of roles and the complexity of their interactions and activities within the Help&Learn system. On the other hand, we aim at showing the expressive power and the modeling strengths of AORML

Development of Grid e-Infrastructure in South-Eastern Europe

Over the period of 6 years and three phases, the SEE-GRID programme has established a strong regional human network in the area of distributed scientific computing and has set up a powerful regional Grid infrastructure. It attracted a number of user communities and applications from diverse fields from countries throughout the South-Eastern Europe. From the infrastructure point view, the first project phase has established a pilot Grid infrastructure with more than 20 resource centers in 11 countries. During the subsequent two phases of the project, the infrastructure has grown to currently 55 resource centers with more than 6600 CPUs and 750 TBs of disk storage, distributed in 16 participating countries. Inclusion of new resource centers to the existing infrastructure, as well as a support to new user communities, has demanded setup of regionally distributed core services, development of new monitoring and operational tools, and close collaboration of all partner institution in managing such a complex infrastructure. In this paper we give an overview of the development and current status of SEE-GRID regional infrastructure and describe its transition to the NGI-based Grid model in EGI, with the strong SEE regional collaboration.Comment: 22 pages, 12 figures, 4 table

MOTIVATING EFFECTIVE ICT USERS’ SUPPORT THROUGH AUTOMATED MOBILE EDU-HELPDESK SYSTEM

An automated helpdesk system is meant to eradicate some of the barriers of reaching the Information and Communication Technology (ICT) technical staff to carry out repairs of ICT products and services in an educational institution. The problems faced with the existing ICT user support system include time wasting, difficulty in communication, and slow response to fix ICT related faults. The objective of this study is to develop an Automated Mobile Edu-Helpdesk System (AMES) for effective information dissemination, efficient management of operations and to resolve ICT challenges in higher education. The research methods adopted include unified modelling diagrams for design, Java and XML (Extended Mark-up Language) for Android application development as front end, while Hypertext Preprocessor (PHP) was used as the server side programming tool. MySQL database was used as backend. Findings: The findings from the usability survey shows a good usability based on total rating of 4.09 out of 5 point scale. The benefits of the system include creation of a medium for non teaching and teaching staff to pass their complaints or messages to the technical department for speedy attention; and provision of better and faster operational processes which will reduce time spent on documentation. The automated Edu-Helpdesk system is more reliable, effective and convenient than the manual method in reporting cases of faulty ICT product and services within the university community

Value-based Design of Collaboration Processes for e-Commerce

Designing cross-organizational e-business applications faces the problem that the collaborating businesses must align their commercial interests without any central decision making authority. The design process must therefore yield a clear view of the commercial value of the collaboration for each economic actor, as well as a clear specification of the activities to be performed by each actor and a specification of information systems to be used by each actor. We present guidelines for designing the value network of the collaboration, which shows the commercial value of the collaboration for each participating actor. We then present guidelines for transforming the value network into process models, which show the feasibility of implementing the value network in the business processes of the actors. Our approach has been developed in different consultancy projects. We illustrate our approach with a consultancy project performed at a company that we will call the Amsterdam Times

Cybersecurity and the Evolution of the Customer-Centric Service Desk

Cybersecurity is now seen as a central function of the modern IT Service Desk. This article examines two case studies of Helpdesk or Service Desk operations in different technology eras, and highlights the recent emergence of Cybersecurity as a critical area of Service Desk responsibilities. The article profiles the Helpdesk operations at Glaxo Pharmaceuticals in the late 1980s and the Service Desk functions at the University of Gloucestershire in 2019. Comparative analysis shows that whilst the range of technologies requiring support has increased markedly, this has been counter-balanced somewhat by the emergence of standards and dominant products in many technology categories. Cybersecurity, however, has emerged as a key concern that permeates all fields of Service Desk support. It also finds that the role of the end-user has evolved significantly in a rapidly changing technology landscape

Towards a system redesign for better performance and customer satisfaction : a case study of the ICTS helpdesk at the University of Cape Town

Includes bibliographical references.This paper presents the findings from a study, which was carried out to investigate how the design of knowledge management systems could be improved for enhanced performance and greater customer satisfaction. The ICTS Department's helpdesk at the University of Cape Town, South Africa, was the venue for this case study. The study set out to meet the following objectives: - undertaking a knowledge acquisition strategy by carrying out a systems evaluation and analysis of the existing web-based user support system, - suggesting a knowledge representation model for an adaptive web-based user support system, and - developing and testing an online troubleshooter prototype for an improved knowledge use support system. To achieve the objectives of the study, knowledge engineering techniques were deployed on top of a qualitative research design. Questionnaires, which were supplemented by interview guides and observations, were the research tools used in gathering the data. In addition to this, a representative sample of the ICTS clientele and management was interviewed. It was discovered that poorly designed knowledge management systems cause frustration among the clientele who interact with the system. Specifically, it was found that the language used for knowledge representation plays a vital role in determining how best users can interpret knowledge items in a given knowledge domain. In other words, knowledge modelling and representation can improve knowledge representation if knowledge engineering techniques are appropriately followed in designing knowledge based systems. It was concluded that knowledge representation can be improved significantly if, firstly, the ontology technique is embraced as a mechanism of knowledge representation. Secondly, using hierarchies and taxonomies improves navigability in the knowledge structure. Thirdly, visual knowledge representation that supplements textual knowledge adds more meaning to the user, and is such a major and important technique that it can even cater for novice users

The Open University Library in your pocket

The Open University library is working to support mobile learners through provision of mobile access to information management skills tutorials, the library website, and the library helpdesk. In 2007, we joined hands with the Athabasca University library team to develop the first mobile-friendly version of our library website. Since then, we have been actively researching and developing around other mobile library services, and more recently have consulted users to identify their requirements and what services they–d prefer to access through mobile phones. Recommendations from this user consultation (and from other sources, including regular users' feedback and by tracking user behavior through Google Analytics) include revamping the mobile version of the Library website to offer only the most used services on the home page, implementing SMS (Short Messaging Service) such as loan reminders or library reference service, and developing a consolidated search to offer results from various sources including the library catalogue and e-journals collection

The Informatics Audit - A Collaborative Process

The paper present issues regarding the audit in informatics field, the audit seen as a collaborative process and how the collaborative banking systems are audited. In this paper, the methodology and techniques for an effective audit process are described. There are highlighted some aspects regarding the assessment of collaborative systems and specific flows of informatics audit.Informatics Audit, Collaborative Process, Collaborative System, Methodology, Banking

Tools of the Trade: A Survey of Various Agent Based Modeling Platforms

Agent Based Modeling (ABM) toolkits are as diverse as the community of people who use them. With so many toolkits available, the choice of which one is best suited for a project is left to word of mouth, past experiences in using particular toolkits and toolkit publicity. This is especially troublesome for projects that require specialization. Rather than using toolkits that are the most publicized but are designed for general projects, using this paper, one will be able to choose a toolkit that already exists and that may be built especially for one's particular domain and specialized needs. In this paper, we examine the entire continuum of agent based toolkits. We characterize each based on 5 important characteristics users consider when choosing a toolkit, and then we categorize the characteristics into user-friendly taxonomies that aid in rapid indexing and easy reference.Agent Based Modeling, Individual Based Model, Multi Agent Systems