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Service desk and incident manager
The role of a service desk manager is to provide the single point of contact between an IT organisation and its users. Responsibilities include developing, implementing, monitoring and improving processes and procedures. This essential guide covers areas such as purpose, required skills and career progression.
eBook
Service desk and incident manager
The role of a service desk manager is to provide the single point of contact between an IT organisation and its users. Responsibilities include developing, implementing, monitoring and improving processes and procedures. This essential guide covers areas such as purpose, required skills and career progression.
eBook
In an Outpost of the Global Economy
While much has been written on the growth of information technology (IT) and IT-enabled services in India, little is known about the people who work in these industries, about the nature of the work itself, and about its wider social and cultural ramifications. The papers in this collection combine empirical research with theoretical insight to fill this gap and explore questions about the trajectory of globalization in India. The themes covered include: (a) sourcing and social structuring of the new global workforce; (b) the work process, work culture, regimes of control and resistance in IT-enabled industries; (c) work, culture and identity; (d) nations, borders and cross-border flows.
eBook
IT helpdesk starter pack
This course will walk you through everything you would need as a Help Desk agent. This course is carefully designed to meet all the needs of the candidates, and in addition to that, the agenda has been tailored to the latest tech industry. Don’t believe me? Imagine that this course includes: ServiceNow, ITSM Processes, HR Ready, Hardware, and Software! The IT industry is growing at an alarming pace and the need for IT professionals continues to rise. If you’re eager to venture into the field of technical support and looking to join this growing profession, then this course is the solution for you and will help you land a job in no time. With or without experience, it’s definitely worth trying because of the valuable content. By the end of this course, you will be confident to take on any junior Help Desk agent interview.
Streaming Video
A Pilot Study to Detect Viable ISalmonella/I spp. in Diarrheal Stool Using Viability Real-Time PCR as a Culture-Independent Diagnostic Tool in a Clinical Setting
Frontline laboratories are adopting culture-independent diagnostic testing (CIDT) such as nucleic acid amplification tests (NAATs) due to numerous advantages over culture-based testing methods. Paradoxically, the viability of pathogens, a crucial factor determining active infections, cannot be confirmed with current NAATs alone. A recent development of viability PCR (vPCR) was introduced to mitigate this limitation associated with real-time PCR (qPCR) by using a DNA-intercalating dye to remove residual and dead cell DNA. This study assessed the applicability of the vPCR assay on diarrheal stools. Eighty-five diarrheal stools confirmed for Salmonellosis were tested via qPCR and vPCR using in-house primers and probe targeting the invA gene. vPCR-negative stools (Ct cut off > 31) were enriched in mannitol selenite broth (MSB) to verify low bacterial loads. vPCR assay showed ~89% sensitivity (qPCR- and vPCR-positive stools: 76/85). vPCR-negative stools (9/85; qPCR-positive: 5; qPCR-negative: 4) were qPCR- and culture-positive post-MSB-enrichment and confirmed the presence of low viable bacterial loads. Random sampling error, low bacterial loads, and receiving stools in batches could contribute to false negatives. This is a pilot study and further investigations are warranted to explore vPCR to assess pathogen viability in a clinical setting, especially when culture-based testing is unavailable.
Journal Article
Technology Ecosystem Governance
Technology platform strategies offer a novel way to orchestrate a rich portfolio of contributions made by the many independent actors who form an ecosystem of heterogeneous complementors around a stable platform core. This form of organising has been successfully used in smartphone, gaming, commercial software, and industrial sectors. Technology ecosystems require stability and homogeneity to leverage common investments in standard components, but they also need variability and heterogeneity to meet evolving market demand. Although the required balance between stability and evolvability in the ecosystem has been addressed conceptually in the literature, we have less understanding of its underlying mechanics or appropriate governance. Through an extensive case study of a business software ecosystem consisting of a major multinational manufacturer of enterprise resource planning software at the core and a heterogeneous system of independent implementation partners and solution developers on the periphery, our research identifies three salient tensions that characterize the ecosystem: standard–variety, control–autonomy, and collective–individual. We then highlight the specific ecosystem governance mechanisms designed to simultaneously manage desirable and undesirable variance across each tension. Paradoxical tensions may manifest as dualities, where tensions are framed as complementary and mutually enabling. Alternatively, they may manifest as dualisms, where actors are faced with contradictory and disabling “either…or” decisions. We identify conditions where latent, complementary tensions become manifest as salient, contradictory tensions. By identifying conditions in which complementary logics are overshadowed by contradictory logics, our study further contributes to the understanding of the dynamics of technology ecosystems, as well as the effective design of technology ecosystem governance that can explicitly embrace paradoxical tensions toward generative outcomes.
Journal Article
Dynamic QoS Management and Optimization in Service-Based Systems
Service-based systems that are dynamically composed at runtime to provide complex, adaptive functionality are currently one of the main development paradigms in software engineering. However, the Quality of Service (QoS) delivered by these systems remains an important concern, and needs to be managed in an equally adaptive and predictable way. To address this need, we introduce a novel, tool-supported framework for the development of adaptive service-based systems called QoSMOS (QoS Management and Optimization of Service-based systems). QoSMOS can be used to develop service-based systems that achieve their QoS requirements through dynamically adapting to changes in the system state, environment, and workload. QoSMOS service-based systems translate high-level QoS requirements specified by their administrators into probabilistic temporal logic formulae, which are then formally and automatically analyzed to identify and enforce optimal system configurations. The QoSMOS self-adaptation mechanism can handle reliability and performance-related QoS requirements, and can be integrated into newly developed solutions or legacy systems. The effectiveness and scalability of the approach are validated using simulations and a set of experiments based on an implementation of an adaptive service-based system for remote medical assistance.
Journal Article
Does Corporate Social Responsibility Lead to Superior Financial Performance? A Regression Discontinuity Approach
This study examines the effect of shareholder proposals related to corporate social responsibility (CSR) on financial performance. Specifically, I focus on CSR proposals that pass or fail by a small margin of votes. The passage of such “close call” proposals is akin to a random assignment of CSR to companies and hence provides a quasi-experiment to study the effect of CSR on performance. I find that the adoption of close call CSR proposals leads to positive announcement returns and superior accounting performance, implying that these proposals are value enhancing. When I examine the channels through which companies benefit from CSR, I find that labor productivity and sales growth increase after the vote. Finally, I document that close call CSR proposals differ from non-close proposals along several dimensions. Accordingly, although my results imply that adopting close call CSR proposals is beneficial to companies, they do not necessarily imply that CSR proposals are beneficial in general.
Data, as supplemental material, are available at
http://dx.doi.org/10.1287/mnsc.2014.2038
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This paper was accepted by Wei Jiang, finance
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Journal Article