Application Management

2012 ◽  
pp. 1417-1426
Author(s):  
Marc-Oliver Kociemba
Keyword(s):  
Real World ◽  
Value Chain ◽  
Service Providers ◽  
Business Owners ◽  
Point Of View ◽  
Subjective Perception ◽  
It Service ◽  
Application Management ◽  
Common Understanding

Quality is about meeting the stakeholder’s expectations: the subjective perception is often more important than hard facts. Therefore, a common understanding between all involved parties – especially business owners as well as service providers – concerning the quality of a service is mandatory. Application Management is defined as the concept and all required techniques to monitor, measure and record data for operating services. It has a significant impact on the quality of an IT service. Based on the so-called value chain – a phased approach starting with a business point of view followed by IT development and operation – necessary activities as well as quality indicators are identified and described for each step in the software development livecycle. The aspects of Application Management are illustrated by using a real world example of implementing an output management system within a bank.

Application Management

2011 ◽  
pp. 235-244
Author(s):  
Marc-Oliver Kociemba
Keyword(s):  
Real World ◽  
Value Chain ◽  
Service Providers ◽  
Business Owners ◽  
Point Of View ◽  
Subjective Perception ◽  
It Service ◽  
Application Management ◽  
Common Understanding

Quality is about meeting the stakeholder‘s expectations: the subjective perception is often more important than hard facts. Therefore, a common understanding between all involved parties – especially business owners as well as service providers – concerning the quality of a service is mandatory. Application Management is defined as the concept and all required techniques to monitor, measure and record data for operating services. It has a significant impact on the quality of an IT service. Based on the so-called value chain – a phased approach starting with a business point of view followed by IT development and operation – necessary activities as well as quality indicators are identified and described for each step in the software development livecycle. The aspects of Application Management are illustrated by using a real world example of implementing an output management system within a bank.

Open Innovation in the Shared Mobility Market

2021 ◽  
Vol 7 (4) ◽  
pp. 212
Author(s):  
Katarzyna Turoń ◽  
Andrzej Kubik
Keyword(s):  
Quality Of Service ◽  
Open Innovation ◽  
Service Providers ◽  
Mutual Benefit ◽  
It Service ◽  
Mobility Service ◽  
Factors Influencing ◽  
Shared Mobility ◽  
Practical Recommendations

The market for shared mobility services is growing very quickly. New types of vehicles have been introduced, and the offer of available services and functionalities has expanded, the purpose of which is to improve the quality of service. Despite all the improvements, it is still not possible to speak of achieving full availability of systems that meet the needs of users. This is due to the reluctant involvement of operators of shared mobility systems in joining Mobility as a Service platforms based on the idea of open innovation. The aim of the article is to analyze the factors influencing the limitations in the development of open innovations in the form of Mobility as a Service (MaaS) services. The authors focus on identifying the challenges and concerns faced by shared mobility service providers. The article supports the development of the concept of open innovation in shared mobility services. It also contains practical recommendations for the development of MaaS systems. The results of the developed research can be used by operators of shared mobility services, transport authorities, or IT service providers providing MaaS services to strengthen cooperation and integration using the language of mutual benefit.

scholarly journals The Control Process Effectiveness: Organization Versus Customer

2013 ◽  
Vol 11 (8) ◽  
pp. 345
Author(s):  
Ofer Barkai
Keyword(s):  
Quality Of Service ◽  
Customer Service ◽  
Internal Control ◽  
Service Providers ◽  
Control Process ◽  
Point Of View ◽  
Large Organization ◽  
Control Processes ◽  
Telecommunication Company

This research project, which was implemented in an organization whose primary function is providing service (Telecommunication company), studies the scope of the correlation between the quality of service from the customers point of view (customer survey) and the organization (Telecommunication company systems). The research is important both for economic and scientific reasons. It involves many organizational control units which require significant monetary investments. From a scientific point of view, the research is important because it can shed light on the asymmetrical point of view existing between customers and organizations. Organizations that are service providers place high importance on the quality of service and their image as perceived by their customers. Quality of service is measured through internal control processes and from there is passed on to the staff who are directly involved in customer service. In this study, we focus on a large organization which implements control processes and then provides service to customers. Therefore, the activities of this organization are judged first and foremost on the basis of the service quality provided. The existing internal control processes of the organization, which measure the standard of service provided on the basis of organizational benchmarks are separate from those that measure customer satisfaction. In this project, we analyze the correlation between the outlook of the customer and the results of internal control processes.

Loyalty Programme and Meta-Services

2017 ◽  
Vol 9 (1) ◽  
pp. 35-56 ◽  
Author(s):  
Pierre-Yves Léo ◽  
Vikrant Janawade ◽  
Jean Philippe
Keyword(s):  
Structural Equation ◽  
Service Providers ◽  
Equation Model ◽  
Point Of View ◽  
Global Evaluation ◽  
Main Hypothesis ◽  
Airline Alliances ◽  
Airline Alliance ◽  
Loyalty Programme

This research focuses on the customers' perception of loyalty programme offered by networked service providers such as airline alliances. The authors call such services meta-services. Their main hypothesis is that after experiencing meta-services delivered by meta-service providers, consumers synthesise a part of their perceptions in terms of the perceived benefits of the loyalty programme. This assessment will influence the perceived value, satisfaction, and at last behavioural intentions. The authors' point of view is to highlight the determinants of this assessment, including the quality of the proposed services and rewards. A quantitative survey was conducted in an airline alliance context. A structural equation model is tested in order to verify if the hypotheses are acceptable. It also shows how passengers build their global evaluation of a frequent flyer program and how far it influences their future behaviour towards the alliance members.

scholarly journals Eco-Efficient Resource Management in HPC Clusters through Computer Intelligence Techniques

Energies ◽  
2019 ◽  
Vol 12 (11) ◽  
pp. 2129 ◽  
Author(s):  
Alberto Cocaña-Fernández ◽  
Emilio San José Guiote ◽  
Luciano Sánchez ◽  
José Ranilla
Keyword(s):  
Environmental Impact ◽  
High Performance ◽  
Service Providers ◽  
It Service ◽  
Genetic Fuzzy System ◽  
Trade Offs ◽  
Efficient Resource ◽  
The University ◽  
Performance Computing

High Performance Computing Clusters (HPCCs) are common platforms for solving both up-to-date challenges and high-dimensional problems faced by IT service providers. Nonetheless, the use of HPCCs carries a substantial and growing economic and environmental impact, owing to the large amount of energy they need to operate. In this paper, a two-stage holistic optimisation mechanism is proposed to manage HPCCs in an eco-efficiently manner. The first stage logically optimises the resources of the HPCC through reactive and proactive strategies, while the second stage optimises hardware allocation by leveraging a genetic fuzzy system tailored to the underlying equipment. The model finds optimal trade-offs among quality of service, direct/indirect operating costs, and environmental impact, through multiobjective evolutionary algorithms meeting the preferences of the administrator. Experimentation was done using both actual workloads from the Scientific Modelling Cluster of the University of Oviedo and synthetically-generated workloads, showing statistical evidence supporting the adoption of the new mechanism.

scholarly journals Tactical Innovation to Incorporate Post-Consumer Expanded Polystyrene in Artisanal Chains for the Doping of Products

2021 ◽  
Vol 13 (23) ◽  
pp. 12963
Author(s):  
Nayeli Montalvo-Romero ◽  
Aarón Montiel-Rosales ◽  
Gregorio Fernández-Lambert ◽  
Fabiola Sánchez-Galván ◽  
Horacio Bautista-Santos
Keyword(s):  
Value Chain ◽  
State Of The Art ◽  
Expanded Polystyrene ◽  
Point Of View ◽  
Raw Material ◽  
Short Life ◽  
Subjective Analysis ◽  
Contour Graph ◽  
Negative Environmental Impact

In its original manufacturing purpose, Expanded Polystyrene (EPS) is an industrial product with a short life cycle and waste with high negative environmental impact. Given this externality, this article contributes to the state of the art by proposing reuse EPS as a raw material valuable to the process of manufacturing hats in a Mexican company. The SCAMPER technique is used to formulate a hardener, which is optimized with a Taguchi design. Statistically, there is no difference between the quality of the conventional hardener and the mixture based on post-consumer EPS to make hats based on the standards defined by the company; a subjective analysis supported by the judgment of experts validates the quality of the hats. A contour graph and response surface reflect different combinations of solute and solvent to formulate the glue for the doping of the hat, with the same hardness results. This allows the artisan to assess the formulation from an economical point of view, as well as with respect to the arrangement of materials. These results specifically propose the sustainable alternative of integrating waste from the post–consumer EPS chain into the artisanal hat value chain, and are replicable to other similar products.

Using Visual Analytics to Diagnose Productivity and Quality Issues on IT Service Pools

2015 ◽  
pp. 207-232
Author(s):  
Victor Cavalcante ◽  
Heloisa Candello ◽  
Claudio Pinhanez ◽  
Alan Braz ◽  
Franklin Amorin ◽  
...  
Keyword(s):  
Service Delivery ◽  
Real World ◽  
Visual Analytics ◽  
Graphical Representation ◽  
Incident Management ◽  
It Services ◽  
Research Directions ◽  
It Service ◽  
Areas Of Interest

This chapter describes and validates the applicability of a visual analytics tool, named Workload Profile Analytics (WPA), in the context of incident management (IM) inside a large IT services provider. The WPA tool implements a method to evaluate the performance and quality of IM systems that uses temporal information from incident records (tickets). The method is based on a graphical representation, called Workload Profile Chart (WPC), which consists of a log-log chart obtained by computing and plotting the spreading of ticket data. Then, using the chart, a visual inspection is done to examine the concentration of tickets over the various areas of interest of the WPC and a diagnosis of potential issues is suggested. To illustrate how powerful WPA can be, two real world scenarios are depicted and used to validate the use of WPA in a large service delivery organization. Finally, some discussions about further improvements on the tool and research directions are done.

Is the Grass Greener? On the Strategic Implications of Moving Along the Value Chain for IT Service Providers

2020 ◽  
Vol 31 (1) ◽  
pp. 148-175
Author(s):  
Anandasivam Gopal ◽  
Sabari Rajan Karmegam ◽  
Balaji R. Koka ◽  
William M. Rand
Keyword(s):  
Value Chain ◽  
Service Providers ◽  
It Service

The virtual railway station

2016 ◽  
Vol 22 (2) ◽  
pp. 116-126 ◽  
Author(s):  
Veronika Egger (is-design GmbH)
Keyword(s):  
Virtual Reality ◽  
Virtual Environment ◽  
Real World ◽  
Information Design ◽  
Point Of View ◽  
Immersive Virtual Environment ◽  
Real World Application ◽  
Partially Sighted ◽  
Central Station

In a fully immersive virtual environment that modeled the new Vienna Central Station this research project investigated to what extent virtual reality might serve to evaluate the quality of orientation signage. From an information design point of view, two questions were particularly relevant: (1) How applicable are results from a virtual environment to the real world? and (2) Is this type of virtual environment suitable for testing with elderly people and people who are partially sighted? The article describes evaluation methods, limits and strengths of the virtual environment and lessons for real world application of results.

scholarly journals Modeling of Quality of Experience in No-Reference Model

2017 ◽  
pp. 11-17
Author(s):  
Jakub Nawała ◽  
Lucjan Janowski ◽  
Mikołaj Leszczuk
Keyword(s):  
User Experience ◽  
Service Providers ◽  
Reference Model ◽  
Point Of View ◽  
Quality Video ◽  
Increasing Demand ◽  
Qoe Model ◽  
High Quality Video ◽  
Video Material

The key objective of no-reference (NR) visual metrics is to predict the end-user experience concerning remotely delivered video content. Rapidly increasing demand for easily accessible, high quality video material makes it crucial for service providers to test the user experience without the need for comparison with reference material. Nevertheless, the QoE measurement is not enough. The information about the source or error is very important as well. Therefore, the described system is based on calculating numerous different NR indicators, which are combined to provide the overall quality score. In this paper, more quality indicators than are used in the QoE calculation are described, since some of them detect specific errors. Such specific errors are dificult to include in a global QoE model but are important from the operation point of view.

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