Justifications,Strategies, and Critical Success Factors in Successful ITIL Implementations in U.S. and Australian Companies: An Exploratory Study

Abstract

A growing number of organizations are implementing the ITIL (IT Infrastructure Library) “best practice” framework in an attempt to improve their IT service management processes. However, not all ITIL implementations are successful and some companies have been disappointed with the outcomes. This exploratory research reports on four case studies of “successful” implementations of IT service management using the process-based ITIL V2 framework. Two companies are located in the U.S. and two in Australia. The cases demonstrate a mix of implementation justifications and strategies. Critical success factors (CSFs) suggested in the literature are compared against those attributed to these successful ITIL implementations. Some CSFs, including executive management support, interdepartmental communication and collaboration, use of consultants, training and careful software selection are confirmed. Three new CSFs are identified: creating an ITIL-friendly culture, process as a priority, and customer-focused metrics. Practitioner guidelines, to assist IT managers, who are contemplating adopting ITIL for process improvement and organisational transformation, are also provided together with some challenges encountered and their associated resolutions.     

Exploring Virtual Librarianship: Second Life Library 2.0

ABSTRACT

In April 2006, Alliance Library System and Online Programming for All Libraries partnered to start the Second Life Library 2.0 in the online world Second Life and in August 2006 purchased an island on the Teen grid of Teen Second Life. Second Life is a virtual world, a descendant of multiplayer online games. Educational institutions have recently been drawn into Second Life's robust economy and vibrant cultural life. The Second Life Library 2.0 works with librarians from around the world and with other educational partners such as TechSoup, WorldBridges, and the New Media Consortium. Second Life Library 2.0 provides “traditional” library services such as ready reference, book discussions, and search assistance, but, at heart, it explores what it means to be a virtual library in a virtual world.     

Isolation and identification of (3-methoxyphenyl)acetonitrile as a phytotoxin from meadowfoam (Limnanthes alba) seedmeal

Ethyl ether, ethanol, and water extracts of meadowfoam (Limnanthes alba Hartweg ex. Benth.) seedmeal were prepared and bioassayed against velvetleaf (Abutilon theophrasti Medicus) and wheat (Triticum aestivum L. Cardinal). Both the ethyl ether and ethanol fractions, but not the water extract, inhibited velvetleaf and wheat radicle elongation. Fractionation of the extracts indicated that (3-methoxyphenyl)acetonitrile (3-MPAN) was the active compound from both extracts, comprising >97% of the active ethanol fraction. 3-Methoxybenzyl isothiocyanate, which had been previously shown to be the major breakdown product of glucolimnanthin, the majorL. alba glucosinolate, was not detected in either extract. Radicle elongation of velvetleaf and wheat were inhibited by 3-MPAN with I₅₀ (the concentration required to inhibit growth by 50%) values of approximately 4 × 10^–4 M (velvetleaf) and 7×10^–4 M (wheat).Mention of firms or products does not imply endorsement by the U.S. Department of Agriculture over other firms or products not mentioned.     

Trust Management and Admission Control for Host-Based Collaborative Intrusion Detection

The accuracy of detecting an intrusion within a network of intrusion detection systems (IDSes) depends on the efficiency of collaboration between member IDSes. The security itself within this network is an additional concern that needs to be addressed. In this paper, we present a trust-based framework for secure and effective collaboration within an intrusion detection network (IDN). In particular, we design a trust model that allows each IDS to evaluate the trustworthiness of other IDSes based on its personal experience. We also propose an admission control algorithm for the IDS to manage the acquaintances it approaches for advice about intrusions. We discuss the effectiveness of our approach in protecting the IDN against common attacks. Additionally, experimental results demonstrate that our system yields significant improvement in detecting intrusions. The trust model further improves the robustness of the collaborative system against malicious attacks. The experimental results also support that our admission control algorithm is effective and fair, and creates incentives for collaboration.     

An observational study of undergraduate students’ adoption of (mobile) note-taking software

Mobile learning is increasing in popularity, but not all university students have mobile devices to support it. Our study investigated cross-platform software that has the potential to allow education practitioners to provide mobile support to their students’ learning, while offering similar functionality to non-mobile users via more traditional computing platforms. Undergraduate students were trained in the use of multi-platform cloud-based note-taking software (Evernote), and used the software in independent study for 8 weeks. Data show adoption for a range of functions, particularly gathering and managing information, organisation and planning, and the recording of ideas. Multimedia functions were also adopted innovatively by some students. Use for reflection was rare. Non-adopters were in a minority, giving low utility appraisals and difficulty in changing habits as reasons. Subjective evaluations and recommendations showed that a majority of students felt positive about the software and found it quick and easy to use. Mobile and non-mobile users only differed on the number of locations in which they used the software, and the proportion of notes classified as ideas, both being higher in mobile users. The data provide decision support for education practitioners who wish to provide mobile learning to their students alongside traditional platforms.     

Electronic window dressing: impression management with Websites

Businesses have embraced the Internet to reap economic advantages through the use of Websites. Most Website design guidelines fail to address issues of branding and identity formation, focusing instead on concerns adapted from previous technologies. However, many firms are not getting their desired results from the Website investments they have made following design guidelines reflecting graphic layout and system usability issues. We suggest that Websites should be considered ‘electronic storefronts’ or public work areas providing frames of symbolic representations that create impressions of their sponsoring firms. Our exploratory study shows that Websites influence potential customers' impressions of firms' legitimacy, innovation and caring, and that these impressions vary significantly across firms and industries. Website visitors encounter symbols that are compared to mental models stored in memory and used to form impressions of the site and to draw inferences about the firm. These inferences have previously been found to influence purchasing behavior. Designers should be cognizant of these aspects of e-Business and executives should recognize the power of Web-based impression management. Identity management must take center stage in creating a Web presence.     

Cultivation and engineering of a software metrics program

Abstract. This paper reports from a case study of an organization that implements a software metrics program to measure the effects of its improvement efforts. The program measures key indicators of all completed projects and summarizes progress information in a quarterly management report. The implementation turns out to be long and complex, as the organization is confronted with dilemmas based on contradictory demands and value conflicts. The process is interpreted as a combination of a rational engineering process in which a metrics program is constructed and put into use, and an evolutionary cultivation process in which basic values of the software organization are confronted and transformed. The analysis exemplifies the difficulties and challenges that software organizations face when bringing known principles for software metrics programs into practical use. The article discusses the insights gained from the case in six lessons that may be used by Software Process Improvement managers in implementing a successful metrics program.     

Applying EuroWordNet to Cross-Language Text Retrieval

We discuss ways in which EuroWordNet (EWN) can be used in multilingual information retrieval activities, focusing on two approaches to Cross-Language Text Retrieval that use the EWN database as a large-scale multilingual semantic resource. The first approach indexes documents and queries in terms of the EuroWordNet Inter-Lingual-Index, thus turning term weighting and query/document matching into language-independent tasks. The second describes how the information in the EWN database could be integrated with a corpus-based technique, thus allowing retrieval of domain-specific terms that may not be present in our multilingual database. Our objective is to show the potential of EuroWordNet as a promising alternative to existing approaches to Cross-Language Text Retrieval.     

Alcohol, Tobacco, and Drug Use Disorders and Personality Disorder Symptoms.

In a nonclinical sample of 395 young adults, the authors evaluated the relations between major personality traits, Diagnostic and Statistical Manual of Mental Disorders (4th ed.; DSM-IV; American Psychiatric Association, 1994) personality disorder symptoms, and DSM-IV alcohol use disorders (AUDs). Consistent with previous findings, traits related to disinhibition and negative affectivity were consistently associated with AUDs, as were Cluster B personality disorder symptoms (especially antisocial and borderline disorder symptoms). Multivariate analyses revealed that Cluster B symptoms were significantly associated with AUDs above and beyond what was accounted for by personality traits. Further, the authors found differential patterns of relations between other substance use disorders (SUDs; i.e., tobacco dependence and drug use diagnoses) and personality disorder symptoms. Overall, these results suggest that personality disorder symptoms predict unique variance in SUDs that reflect maladaptive aspects of personality traits. (PsycINFO Database Record (c) 2010 APA, all rights reserved)