Increasing competition in service businesses (eg: Information Technology, Healthcare, Education, Logistics, Distribution, Hospitality Financial and other services) is compelling corporates to adopt business improvemen...Increasing competition in service businesses (eg: Information Technology, Healthcare, Education, Logistics, Distribution, Hospitality Financial and other services) is compelling corporates to adopt business improvement philosophies and methodologies for addressing customer demands for better quality service and organizational demands for improving the profit margins through cost reduction. Many companies around the world have already implemented Information Technology Infrastructure Library (ITIL) as a way to manage and control their Information Technology (IT) Departments more effectively. These companies are now willing to improve their ITIL processes in order to become even more efficient. Lean Six Sigma is a methodology that has been suggested as a means to resolve these problems, reducing costs and improving quality. Its application in the IT Services area is becoming increasingly popular among researchers and academicians and can be used to conduct these improvements. Despite the application of lean six sigma approaches to different contexts in the service sector, the application of Lean Six Sigma approaches in service delivery specific to Information Technology Service Management (ITSM) remains largely untested. The purpose of this paper is to implement Integrated Lean Six Sigma for Software application support services and evaluate the benefits of continual service improvement over ITIL.展开更多
Today management agility as an inter-corporate competitive advantage cannot be realized unless given all of the following quickness： （a） quick recognition of changes in the management environment, （b） quick decis...Today management agility as an inter-corporate competitive advantage cannot be realized unless given all of the following quickness： （a） quick recognition of changes in the management environment, （b） quick decision-making on countermeasures against these changes, and （c） quick implementation of the countermeasures chosen. With a focus on （c） and assuming flexibility as a core property that an MIS （Management Information System） should have to make management agile, this study aims to clarify how MIS flexibility could be enhanced. With this aim in mind, the authors will first survey the sources and types of change demands on an MIS and consider in a structured way the flexibility characteristics of an MIS, enhancement of which will conduce to its efficiency in dealing with these change demands. With this groundwork laid, the authors will go on to discuss practical methods to enhance MIS flexibility, and wind up their discussion by presenting the evaluation procedure for this property.展开更多
Nowadays, information technology （IT） has become a part of the working culture and environment in many organizations. Originally, it is not a supportive tool to make any business successful, but it have become the b...Nowadays, information technology （IT） has become a part of the working culture and environment in many organizations. Originally, it is not a supportive tool to make any business successful, but it have become the backbone of successful business recently. Any non-IT organization could become dead and non-productive. When time comes, maybe it will fail in the business market. However, the usage of IT instruments must be carried out in good and conducive environment especially for business market. In this study, a basic and practical management about how to manage IT asset in small organizations will be discussed. Then this kind of management will be further discussed when the company become small medium organization. The implementation of IT infrastructure, the requirements, infrastructures, services, and platform from software to hardware and networking devices needs to be known. However, this study focuses on networking infrastructure such as networking equipments, servers, network monitoring software, costing, and management best practices.展开更多
The assessment of the Project Management Maturity （PMM） level shows the company how good it is at managing projects. This measurement can be performed in different domains of expertise. In the article, the issue of ...The assessment of the Project Management Maturity （PMM） level shows the company how good it is at managing projects. This measurement can be performed in different domains of expertise. In the article, the issue of PMM in the human resources （HR） area is examined. The discussion is based on a world-wide empirical research project conducted in more than 400 companies. The study was mostly focused on the machinery industry as there is a dearth of research on project management topics in this branch of the economy. Therefore, by investigating the PMM level in the HR area, a picture of the state of project management in the machinery industry will be created. For the purposes of comparison, a study was conducted on the construction （CONS） and information technology （IT） industries which, in contradistinction, are very well recognized in the scientific literature related to project management issues. This approach will help to better contextualize and understand the results from the machinery industry. The PMM level measurement was done using the author＇s model which assesses maturity on a scale of one to five, where one is the lowest and five, the highest level of maturity. The results of the study revealed that there were differences among the industries in PMM levels and between Polish and foreign companies.展开更多
This study examines the key factors that have impact on the successful adoption of Human Resource Information System (HRIS) within the Aqaba Special Economic Zone Authority (ASEZA)/Jordan. In order to accomplish the p...This study examines the key factors that have impact on the successful adoption of Human Resource Information System (HRIS) within the Aqaba Special Economic Zone Authority (ASEZA)/Jordan. In order to accomplish the purpose of the study four critical factors are inquired. So, four critical factors are inquired: First, TAM Model (Perceived Ease of Use (PEOU) and Perceived Usefulness (PU)). Second, Information Technology Infrastructure (ITI). Third, Top Management Support (TMS). Finally, Individual Experience with Computer (IEC). The research model was applied to collect data from the questionnaires answered by 45 users of HRIS as a source of primary data, based on a convenience sample the response rate was about 91%. In addition, the results were analyzed by utilizing the Statistical Package for Social Software (SPSS). Furthermore, the findings were analyzed;multiple Regression analysis indicated that all research variables have significant relationship on successful adoption of HRIS. The findings indicated IT infrastructures have a positive and significant effect on the successful adoption of HRIS. But there is no significant of PU, PEOU, TMS, and IEC on the successful adoption of HRIS. Finally, the results indicated that no significant statistical differences of demographic characteristics on HRIS adoption. Depending on the research’s findings;the researchers proposed a set of recommendations for better adoption of HRIS in SEZA.展开更多
The importance of a nation’s infrastructure is a vital core for economic growth, development, and innovation. Health, wealth, access to education, public safety, and helping prepare for global crises like pandemics a...The importance of a nation’s infrastructure is a vital core for economic growth, development, and innovation. Health, wealth, access to education, public safety, and helping prepare for global crises like pandemics are all dependent on functioning and reliable infrastructures. In decades, the substantial threats affecting infrastructures globally whether in the form of extreme weather, Covid-19 pandemic, or the threats of state and non-state actors’ hackers, demanded urgency in building resilience infrastructures both during crises and in more stable conditions. At the same time, the adoption of emerging and innovative technologies boosts the development of the infrastructures using information, communication, and technology (ICT) platform. This shift accelerated its evolution toward digitization where interdependent and interconnected cyberspace demands collaborative and holistic strategies in protecting critical and high risks infrastructure assets from a growing number of disruptive cyberattacks. These ever-evolving cyber threats are creating increasingly dangerous and targeted cyberattacks to damage or disrupt the critical infrastructures delivering vital services to government, energy, healthcare, transportation, telecommunication, and other critical sectors. The infrastructure’s high risks assets present serious challenges and are crucial to safety, efficiency, and reliability. Any nation must recognize and determine how to cope with any type of threats to their critical infrastructure as well as the strategies to remain resilient. This article first describes the challenges and the need for critical infrastructure protection including the related global risks challenges. It then reviews the United Nations, the European Union, and the United States’ strategies, priorities, and urgencies of critical infrastructure protection. Subsequently, it surveys the critical infrastructure protection resilience strategies including ISO, IEC, ISA, NIST, CAF and CMM frameworks.展开更多
Success or failure of an E-commerce platform is often reduced to its ability to maximize the conversion rate of its visitors. This is commonly regarded as the capacity to induce a purchase from a visitor. Visitors pos...Success or failure of an E-commerce platform is often reduced to its ability to maximize the conversion rate of its visitors. This is commonly regarded as the capacity to induce a purchase from a visitor. Visitors possess individual characteristics, histories, and objectives which complicate the choice of what platform features that maximize the conversion rate. Modern web technology has made clickstream data accessible allowing a complete record of a visitor’s actions on a website to be analyzed. What remains poorly constrained is what parts of the clickstream data are meaningful information and what parts are accidental for the problem of platform design. In this research, clickstream data from an online retailer was examined to demonstrate how statistical modeling can improve clickstream information usage. A conceptual model was developed that conjectured relationships between visitor and platform variables, visitors’ platform exit rate, boune rate, and decision to purchase. Several hypotheses on the nature of the clickstream relationships were posited and tested with the models. A discrete choice logit model showed that the content of a website, the history of website use, and the exit rate of pages visited had marginal effects on derived utility for the visitor. Exit rate and bounce rate were modeled as beta distributed random variables. It was found that exit rate and its variability for pages visited were associated with site content, site quality, prior visitor history on the site, and technological preferences of the visitor. Bounce rate was also found to be influenced by the same factors but was in a direction opposite to the registered hypotheses. Most findings supported that clickstream data is amenable to statistical modeling with interpretable and comprehensible models.展开更多
Planning and implementation as well as increased control over the Business Continuity Management （BCM） is a complex task in the company requiring adequate resources. BCM aims to reduce risks and develops plans for r...Planning and implementation as well as increased control over the Business Continuity Management （BCM） is a complex task in the company requiring adequate resources. BCM aims to reduce risks and develops plans for restoring business activities if they are interrupted by a disaster. The purpose of the paper is to analyze and describe two standards, Information Technology Infrastructure Library （ITIL） and Control Objectives for Information and Related Technology （COBIT）, especially their mapping for the improved planning and implementation of the BCM as well as the increased control over the BCM activities. COBIT is used more as a management framework, providing management tools, such as control objectives, metrics and maturity models in order to complement the control framework. ITIL includes process steps and tasks because it is more oriented towards IT processes （process framework）, defining the best practice for IT service management. Within this mapping, ITIL processes may be used to achieve and demonstrate compliance with COBIT control objectives for BCM process.展开更多
文摘Increasing competition in service businesses (eg: Information Technology, Healthcare, Education, Logistics, Distribution, Hospitality Financial and other services) is compelling corporates to adopt business improvement philosophies and methodologies for addressing customer demands for better quality service and organizational demands for improving the profit margins through cost reduction. Many companies around the world have already implemented Information Technology Infrastructure Library (ITIL) as a way to manage and control their Information Technology (IT) Departments more effectively. These companies are now willing to improve their ITIL processes in order to become even more efficient. Lean Six Sigma is a methodology that has been suggested as a means to resolve these problems, reducing costs and improving quality. Its application in the IT Services area is becoming increasingly popular among researchers and academicians and can be used to conduct these improvements. Despite the application of lean six sigma approaches to different contexts in the service sector, the application of Lean Six Sigma approaches in service delivery specific to Information Technology Service Management (ITSM) remains largely untested. The purpose of this paper is to implement Integrated Lean Six Sigma for Software application support services and evaluate the benefits of continual service improvement over ITIL.
文摘Today management agility as an inter-corporate competitive advantage cannot be realized unless given all of the following quickness： （a） quick recognition of changes in the management environment, （b） quick decision-making on countermeasures against these changes, and （c） quick implementation of the countermeasures chosen. With a focus on （c） and assuming flexibility as a core property that an MIS （Management Information System） should have to make management agile, this study aims to clarify how MIS flexibility could be enhanced. With this aim in mind, the authors will first survey the sources and types of change demands on an MIS and consider in a structured way the flexibility characteristics of an MIS, enhancement of which will conduce to its efficiency in dealing with these change demands. With this groundwork laid, the authors will go on to discuss practical methods to enhance MIS flexibility, and wind up their discussion by presenting the evaluation procedure for this property.
文摘Nowadays, information technology （IT） has become a part of the working culture and environment in many organizations. Originally, it is not a supportive tool to make any business successful, but it have become the backbone of successful business recently. Any non-IT organization could become dead and non-productive. When time comes, maybe it will fail in the business market. However, the usage of IT instruments must be carried out in good and conducive environment especially for business market. In this study, a basic and practical management about how to manage IT asset in small organizations will be discussed. Then this kind of management will be further discussed when the company become small medium organization. The implementation of IT infrastructure, the requirements, infrastructures, services, and platform from software to hardware and networking devices needs to be known. However, this study focuses on networking infrastructure such as networking equipments, servers, network monitoring software, costing, and management best practices.
文摘The assessment of the Project Management Maturity （PMM） level shows the company how good it is at managing projects. This measurement can be performed in different domains of expertise. In the article, the issue of PMM in the human resources （HR） area is examined. The discussion is based on a world-wide empirical research project conducted in more than 400 companies. The study was mostly focused on the machinery industry as there is a dearth of research on project management topics in this branch of the economy. Therefore, by investigating the PMM level in the HR area, a picture of the state of project management in the machinery industry will be created. For the purposes of comparison, a study was conducted on the construction （CONS） and information technology （IT） industries which, in contradistinction, are very well recognized in the scientific literature related to project management issues. This approach will help to better contextualize and understand the results from the machinery industry. The PMM level measurement was done using the author＇s model which assesses maturity on a scale of one to five, where one is the lowest and five, the highest level of maturity. The results of the study revealed that there were differences among the industries in PMM levels and between Polish and foreign companies.
文摘This study examines the key factors that have impact on the successful adoption of Human Resource Information System (HRIS) within the Aqaba Special Economic Zone Authority (ASEZA)/Jordan. In order to accomplish the purpose of the study four critical factors are inquired. So, four critical factors are inquired: First, TAM Model (Perceived Ease of Use (PEOU) and Perceived Usefulness (PU)). Second, Information Technology Infrastructure (ITI). Third, Top Management Support (TMS). Finally, Individual Experience with Computer (IEC). The research model was applied to collect data from the questionnaires answered by 45 users of HRIS as a source of primary data, based on a convenience sample the response rate was about 91%. In addition, the results were analyzed by utilizing the Statistical Package for Social Software (SPSS). Furthermore, the findings were analyzed;multiple Regression analysis indicated that all research variables have significant relationship on successful adoption of HRIS. The findings indicated IT infrastructures have a positive and significant effect on the successful adoption of HRIS. But there is no significant of PU, PEOU, TMS, and IEC on the successful adoption of HRIS. Finally, the results indicated that no significant statistical differences of demographic characteristics on HRIS adoption. Depending on the research’s findings;the researchers proposed a set of recommendations for better adoption of HRIS in SEZA.
文摘The importance of a nation’s infrastructure is a vital core for economic growth, development, and innovation. Health, wealth, access to education, public safety, and helping prepare for global crises like pandemics are all dependent on functioning and reliable infrastructures. In decades, the substantial threats affecting infrastructures globally whether in the form of extreme weather, Covid-19 pandemic, or the threats of state and non-state actors’ hackers, demanded urgency in building resilience infrastructures both during crises and in more stable conditions. At the same time, the adoption of emerging and innovative technologies boosts the development of the infrastructures using information, communication, and technology (ICT) platform. This shift accelerated its evolution toward digitization where interdependent and interconnected cyberspace demands collaborative and holistic strategies in protecting critical and high risks infrastructure assets from a growing number of disruptive cyberattacks. These ever-evolving cyber threats are creating increasingly dangerous and targeted cyberattacks to damage or disrupt the critical infrastructures delivering vital services to government, energy, healthcare, transportation, telecommunication, and other critical sectors. The infrastructure’s high risks assets present serious challenges and are crucial to safety, efficiency, and reliability. Any nation must recognize and determine how to cope with any type of threats to their critical infrastructure as well as the strategies to remain resilient. This article first describes the challenges and the need for critical infrastructure protection including the related global risks challenges. It then reviews the United Nations, the European Union, and the United States’ strategies, priorities, and urgencies of critical infrastructure protection. Subsequently, it surveys the critical infrastructure protection resilience strategies including ISO, IEC, ISA, NIST, CAF and CMM frameworks.
文摘Success or failure of an E-commerce platform is often reduced to its ability to maximize the conversion rate of its visitors. This is commonly regarded as the capacity to induce a purchase from a visitor. Visitors possess individual characteristics, histories, and objectives which complicate the choice of what platform features that maximize the conversion rate. Modern web technology has made clickstream data accessible allowing a complete record of a visitor’s actions on a website to be analyzed. What remains poorly constrained is what parts of the clickstream data are meaningful information and what parts are accidental for the problem of platform design. In this research, clickstream data from an online retailer was examined to demonstrate how statistical modeling can improve clickstream information usage. A conceptual model was developed that conjectured relationships between visitor and platform variables, visitors’ platform exit rate, boune rate, and decision to purchase. Several hypotheses on the nature of the clickstream relationships were posited and tested with the models. A discrete choice logit model showed that the content of a website, the history of website use, and the exit rate of pages visited had marginal effects on derived utility for the visitor. Exit rate and bounce rate were modeled as beta distributed random variables. It was found that exit rate and its variability for pages visited were associated with site content, site quality, prior visitor history on the site, and technological preferences of the visitor. Bounce rate was also found to be influenced by the same factors but was in a direction opposite to the registered hypotheses. Most findings supported that clickstream data is amenable to statistical modeling with interpretable and comprehensible models.
文摘Planning and implementation as well as increased control over the Business Continuity Management （BCM） is a complex task in the company requiring adequate resources. BCM aims to reduce risks and develops plans for restoring business activities if they are interrupted by a disaster. The purpose of the paper is to analyze and describe two standards, Information Technology Infrastructure Library （ITIL） and Control Objectives for Information and Related Technology （COBIT）, especially their mapping for the improved planning and implementation of the BCM as well as the increased control over the BCM activities. COBIT is used more as a management framework, providing management tools, such as control objectives, metrics and maturity models in order to complement the control framework. ITIL includes process steps and tasks because it is more oriented towards IT processes （process framework）, defining the best practice for IT service management. Within this mapping, ITIL processes may be used to achieve and demonstrate compliance with COBIT control objectives for BCM process.
