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

The Evolution of the Customer-Centric Helpdesk: Two Case Studies

This article examines how the helpdesk function has changed over the past three decades through examination of two case studies. In 1985, the European shipment of PC workstations overtook shipments of simple terminals (i.e., video display units and keyboards, with very little processing power), instigating a revolution in end-user computing, with computer users taking advantage of new word-processor, spreadsheet, graphics, email and database applications. This article looks at two snapshots of end-user computing and helpdesk operations separated by a 30 year period – one at Glaxo Pharmaceuticals in 1988, and the other at the University of Gloucestershire in 2018. This case study research finds 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. It also finds that the concept of support and the role of the end-user have evolved significantly in a rapidly changing technology landscape

The implementation of ERP systems in Iranian manufacturing SMEs

The quest to implement Enterprise Resource Planning (ERP) software to support all main business functions has been actively pursued by in-house IT departments, software vendors and third party consultancies for over three decades. It remains a key element of many companies’ information systems strategy in the developed world, and increasingly, in the developing world. In the specific context of Iranian SMEs, there has been relatively little research on information systems in general, and very little specifically on ERP systems projects. This paper attempts to help address this dearth in the existing literature by examining three case studies of ERP systems deployment in Iranian manufacturing SMEs. It investigates the underlying information systems strategies and examines how this has been implemented in the core process areas of these companies. The analysis is based on a conceptual model that combines defined implementation phases with change dimensions and elements, which provide the basis for the development of an implementation framework for subsequent ERP projects in this business and technology environment

ERP implementation in manufacturing SMEs: Lessons from the Knowledge Transfer Partnership scheme

This article examines how the experience gained from two Knowledge Transfer Partnership projects in the UK can usefully benefit companies faced with similar challenges in a developing world context. Specifically, it addresses the issues faced by manufacturing SMEs intent on replacement of their information systems with one integrated software suite – an Enterprise Resource Planning package. After exploring relevant literature, the article focusses on how the key change elements of process, technology and people can feature in assessing the readiness of such companies for the major upheaval involved in these major change projects. Through further analysis of the projects, it is concluded that the three change components must be kept in balance when implementing these major software suites, both in developed and developing world contexts

Implementing Integrated Software Solutions in Iranian SMEs

There has been little research on information systems in Iranian companies, and this paper helps to address this by examining the implementation and functioning of integrated software solutions in two small to medium sized enterprises in Iran. This is of particular interest now that the sanctions on trade with Iran have been removed, which will inevitably lead to increased sales opportunities for western technology companies in the country. This study uses a process mapping and systems profiling approach to establish the current status of software implementation in these manufacturing companies. It investigates the underlying information systems strategy and examines how this has been implemented in the core process areas of these companies. The outcome of these major systems projects is assessed, and comparisons are drawn between these Iranian based “Total Systems” software products and similar products more widely available in the developed world

Hadron multiplicity in pp and AA collisions at LHC from the Color Glass Condensate

We provide quantitative predictions for the rapidity, centrality and energy dependencies of inclusive charged-hadron productions for the forthcoming LHC measurements in nucleus-nucleus collisions based on the idea of gluon saturation in the color-glass condensate framework. Our formulation gives very good descriptions of the first data from the LHC for the inclusive charged-hadron production in proton-proton collisions, the deep inelastic scattering at HERA at small Bjorken-x, and the hadron multiplicities in nucleus-nucleus collisions at RHIC.Comment: 7 pages, 8 figures; v3: minor changes, one reference added, results unchanged, the version to appear in Phys. Rev.

The mechanical behaviour of compacted Lambeth-group clays with and without fibre reinforcement

This study investigated the effect of fibre reinforcement on the large strain behaviour of compacted clay samples tested using large triaxial test equipment. A novel specimen preparation method was proposed where peds of clay are compacted to closely simulate the in-situ compaction. A large number of 100 × 200 mm triaxial tests and one-dimensional compression tests were performed using reinforced and unreinforced samples. The behaviour of unreinforced samples was observed to be similar to highly fissured clays; ped compaction generated a random fissure pattern due to the contact between peds. The addition of fibres to the compacted samples created fissures with higher mobility at lower friction than those in the unreinforced samples; hence, the state boundary surface of reinforced clay was below that of the unreinforced clay. With the addition of fibres, the failure mechanism changed from the formation of a shear plane to barrelling, demonstrating that the fibres transferred stresses further away from the shear plane, producing a more homogeneous stress distribution. The preparation method proposed here produced a fissure pattern in the clay that introduced transitional behaviour, which was drastically reduced with addition of the fibres, allowing better normalisation and the definition of a unique boundary surface

Molecular Identification and Sequencing of Mannose Binding Protein (MBP) Gene of Acanthamoeba palestinensis

"nBackground: Acanthamoeba keratitis develops by pathogenic Acanthamoeba such as A. pal­es­tinen­sis. Indeed this species is one of the known causative agents of amoebic keratitis in Iran. Mannose Binding Protein (MBP) is the main pathogenicity factors for developing this sight threatening disease. We aimed to characterize MBP gene in pathogenic Acanthamoeba isolates such as A. palestinensis."nMethods: This experimental research was performed in the School of Public Health, Tehran University of Medical Sciences, Tehran, Iran during 2007-2008.  A. palestinensis was grown on 2% non-nutrient agar overlaid with Escherichia coli. DNA extraction was performed using phenol-chloroform method. PCR reaction and amplification were done using specific primer pairs of MBP. The amplified fragment were purified and sequenced. Finally, the obtained fragment was deposited in the gene data bank."nResults: A 900 bp PCR-product was recovered after PCR reaction. Sequence analysis of the purified PCR product revealed a gene with 943 nucleotides. Homology analysis of the ob­tained sequence showed 81% similarity with the available MBP gene in the gene data bank. The fragment was deposited in the gene data bank under accession number EU678895"nConclusion: MBP is known as the most important factor in Acanthamoeba pathogenesis cas­cade. Therefore, characterization of this gene can aid in developing better therapeutic agents and even immunization of high-risk people

Cenozoic exhumation history of the Alborz Mountains, Iran: New constraints from low-temperature chronometry

[1] The Alborz Mountains in the north of the Turkish-Iranian Plateau mainly developed in the Cenozoic as a consequence of the closure of Neo-Tethys and continental collision between Arabia and Eurasia. Cenozoic growth of the fold-and-thrust belt exploited an older Palaezoic-Mesozoic crustal fabric but the extent to which this governed the overall form of the mountain belt is unclear. To determine when and how the Alborz mountain belt has grown, apatite fission track (AFT) and (U-Th)/He (AHe) thermochronometry were performed on 46 bedrock samples collected along 8 transects across the range. AFT central ages range from 157 ± 24 Ma to 10 ± 1 Ma with most ages falling between 40 Ma and 10 Ma. AHe ages range from 17 ± 2 Ma to 6 ± 1 Ma. The data revealed enhanced exhumation ca. 35 ± 5 Ma, minor exhumation between ca. 30–20 Ma and an increase in exhumation thereafter. This pattern matches the tripartite Mid-Cenozoic stratigraphy of Central Iran, where Upper Oligocene-Lower Miocene carbonates are sandwiched between terrestrial clastic formations. The most intriguing thermochronometric signal found is a major acceleration of exhumation that initiated in the late Miocene to early Pliocene, recorded by the AHe data. There does not appear to be a direct tectonic cause for Pliocene intensified erosion, as convergence rates between Arabia and Eurasia have remained relatively constant. Enhanced exhumation at this time may reflect a climatically induced intensification of erosion during Caspian isolation and base level fall, or a regional tectonic re-organization of the Arabia-Eurasia collision, or both