Its recognized that in the organizations the information has become an asset of paramount importance. Analyzing this trend, one realizes that, in the same way, the evolution and dynamics of the threats and security incidents on this asset is an indisputable fact. Moreover, its essential that those responsible for organizational management in the companies strive to monitor the incidents related to the area of Information Technology (IT), acting in a timely manner about these issues, treating them in a proactive and intelligent, way allowing the accurate and rapid decisions, aimed at ensuring continuity of business. This paper presents a tool for incident management related to it service and systems, called SDvPC (Service Desk via Portal Corporativo), which includes a Service Desk to a corporate portal and provides in a centralized way, formal procedures for reporting and scheduling the problems identified by users in an organization. The tool helps to ensure that the weaknesses of the organization are reported in a quickly and simply, as soon as possible, and allows proactive management of incidents in the area of IT to explore the quantification of qualitative data collected in the Service Desk and the grouping of incidents using multivariate analysis. As a result, SDvPC allows the tacit knowledge of the failures, shortcomings and difficulties attached to the IT services and systems in an organizational environment, providing vision and strategic planning on the activities of the support area. / É reconhecido que no cenário atual das organizações a informação tornou-se um ativo de suma importância. Analisando esta tendência, percebe-se que, da mesma forma, a evolução e o dinamismo das ameaças e incidentes de segurança sobre este ativo é um fato incontestável. É fundamental que os responsáveis pela gestão organizacional das empresas envidem esforços para monitorar os incidentes relacionados à área de Tecnologia da Informação (TI), atuando de forma pontual sobre esses problemas, tratando-os de maneira pró-ativa e inteligente, possibilitando assim a tomada de decisões precisas e rápidas, objetivando a garantia de continuidade do negócio. Esta dissertação apresenta uma ferramenta de gestão de incidentes relacionados a serviços e sistemas de TI, denominada SDvPC (Service Desk via Portal Corporativo), que integra um sistema de Service Desk a um Portal Corporativo e disponibiliza, de forma centralizada, procedimentos formais de reporte e escalonamento dos problemas identificados pelos usuários em uma organização. O SDvPC auxilia para que as fragilidades da organização sejam notificadas de maneira ágil e simples, tão logo quanto possível, e permite a gestão próativa de incidentes na área de TI ao explorar a quantificação dos dados qualitativos coletados no Service Desk e o agrupamento dos incidentes através da análise multivariada. Como resultado, esta ferramenta possibilita o conhecimento tácito da falhas, deficiências e dificuldades agregadas aos serviços e sistemas de TI em um ambiente organizacional, possibilitando a visão e o planejamento estratégico sobre as atividades da área de suporte.

Submitted by NELSON SEBASTIAN SILVA JEREZ null (sebastiancso@yahoo.com.br) on 2016-06-03T15:45:03Z No. of bitstreams: 1 Diss. 1.0250 q1.1 d1.1.pdf: 1053953 bytes, checksum: dabbaf4b25b2995244595fff57e611b1 (MD5) / Rejected by Ana Paula Grisoto (grisotoana@reitoria.unesp.br), reason: Solicitamos que realize uma nova submissão seguindo a orientação abaixo: O arquivo submetido está sem a ficha catalográfica e sem folha da comissão examinadora. A versão submetida por você é considerada a versão final da dissertação/tese, portanto não poderá ocorrer qualquer alteração em seu conteúdo após a aprovação. Corrija esta informação e realize uma nova submissão contendo o arquivo correto. Agradecemos a compreensão. on 2016-06-03T19:43:44Z (GMT) / Submitted by NELSON SEBASTIAN SILVA JEREZ null (sebastiancso@yahoo.com.br) on 2016-06-04T16:26:42Z No. of bitstreams: 1 Diss. 1.0253 q1.1 d1.1 PB.pdf: 1580963 bytes, checksum: 63e1b7ed787d321740c8976c47ebe8d1 (MD5) / Approved for entry into archive by Ana Paula Grisoto (grisotoana@reitoria.unesp.br) on 2016-06-06T16:40:21Z (GMT) No. of bitstreams: 1 silvajerez_ns_me_mar.pdf: 1580963 bytes, checksum: 63e1b7ed787d321740c8976c47ebe8d1 (MD5) / Made available in DSpace on 2016-06-06T16:40:21Z (GMT). No. of bitstreams: 1 silvajerez_ns_me_mar.pdf: 1580963 bytes, checksum: 63e1b7ed787d321740c8976c47ebe8d1 (MD5) Previous issue date: 2016-05-06 / Coordenação de Aperfeiçoamento de Pessoal de Nível Superior (CAPES) / Estuda o comportamento informacional de adolescentes em seu cotidiano e identifica como eles buscam, acessam, usam e compartilham informação, proveniente ou não da Internet. Analisa a veracidade da hipótese de que esta geração é dependente da conectividade providenciada pela Internet tem fundamento. Utiliza como ferramenta metodológica survey online, com amostragem por snowball sampling para recrutamento de participantes, e uso da técnica do incidente crítico. Os resultados demonstram que os adolescentes preferem buscar informação na Internet, e que a maioria deles tem conhecimento de técnicas apropriadas para recuperar informação, sendo que a forma mais utilizada de acesso à Internet foi o computador, com o telefone celular em seguida. Entende que os adolescentes usam informação em seu cotidiano para resolver lacunas pontuais em seu conhecimento, mas não como parte de um processo contínuo de aperfeiçoamento deste, ou para tomada de decisões. O tema da maior parte das buscas se refere ao consumo cultural. Não confirma a hipótese de que os adolescentes utilizam significativamente outras pessoas como fonte de informação. Encontra que adolescentes têm em sua maioria opiniões bastante positivas sobre bibliotecas, apesar de muitos as considerarem obsoletas ou ultrapassadas perante a existência da Internet e dos meios de acesso digitais à informação. Confirma que os adolescentes não utilizam suficientemente a Internet como fonte de informação em Educação Sexual, possivelmente prejudicando esforços neste sentido. / The everyday life information behaviour of teenagers is studied, and it is identified how they seek, access, use and share information, either from the Internet or not. The idea that this generation relies on the connectivity provided by the Internet to seek information is tested to assess to what extent this is well-founded. The methodological approach combines the use of an online survey, using snowball sampling for participant recruitment and the critical incident technique. The study finds that teenagers do, indeed, prefer to seek information on the Internet, and that most of them have knowledge of appropriate information retrieval techniques, with computers being the most commonly used mode of access to the Internet, followed by smartphones. The study understands that teenagers use information in their everyday lives to address specific gaps in their knowledge, but not as part of a continuous process of building knowledge, or for decision making. It finds that the majority of searches regards cultural consumption. The hypothesis that teenagers significantly use other people as information sources was not confirmed. It was found that teenagers have mostly very positive opinions about libraries, although many think of them as obsolete or outdated given the existence of the Internet and the digital means of access to information. The study confirms that teenagers do not use the Internet enough as a Sexual Education information source, possibly hindering efforts in this direction.

O propósito desta investigação foi identificar e analisar os incidentes positivos e negativos, que envolveram a exposição corporal do cliente e a invasão da sua privacidade durante a assistência em Unidade de Terapia Intensiva, visto que para a realização de vários cuidados e procedimentos a nudez parcial ou total é inevitável. A população constitui-se de 15 enfermeiras lotadas em UTIs de atendimento ao adulto, no município de Maringá - PR. Como procedimento metodológico empregou-se a Técnica do Incidente Crítico (TIC), obtendo-se 30 relatos, 15 positivos e 15 negativos, dos quais extraíram-se 22 incidentes críticos positivos (ICP) e 30 negativos (ICN). Estes foram compilados em 6 categorias denominadas como Necessidades Básicas, Admissão e Permanência na UTI, Procedimentos Terapêuticos, Avaliação Física, Horário de Visita e Manifestação da Sexualidade. Os comportamentos da equipe de saúde extraídos dos incidentes críticos foram agrupados em 5 categorias, constituindo-se em Questão de Gênero, Proteção e Manutenção da Privacidade, Atitudes do Profissional, Orientação ao Cliente e Orientação à Equipe de Saúde. Da mesma forma, os comportamentos dos clientes identificados foram distribuídos em 3 categorias, definidas como Questão de Gênero, Proteção e Manutenção da Privacidade e Atitudes do Cliente. As conseqüências para a equipe de saúde e para os clientes oriundas dos incidentes constituíram 4 categorias, formuladas como Sentimentos Negativos, Sentimentos Positivos, Prejuízo na Qualidade da Assistência e Garantia da Qualidade da Assistência. A interpretação dos resultados evidenciou que a categoria de situação mais freqüente nos ICP foi Necessidades Básicas (21,2%) e entre os ICN foi Admissão e Permanência na UTI (15,4%). A categoria de comportamento da equipe de saúde que prevaleceu nos ICP (41,1%) e nos ICN (41,4%) foi Proteção e Manutenção da Privacidade, ao passo que a categoria de comportamento dos clientes predominante entre os ICP foi Questão de Gênero (45,1%) e nos ICN foi Proteção e Manutenção da Privacidade (59,6%). A categoria de conseqüência mais freqüente para a equipe de saúde entre os ICP foi Garantia da Qualidade da Assistência (41,1%) e para os clientes foram os Sentimentos Positivos (37,6%), evidenciando-se que prevaleceram Sentimentos Negativos nos ICN para a equipe de saúde (41,5%) e para os clientes (57,3%). Verificou-se melhor preparo da enfermagem para contornar problemas relacionados ao atendimento das necessidades básicas, porém denota-se despreparo e falta de habilidade para lidar com a maioria das situações. Constatou-se que equipe de saúde e clientes, principalmente a enfermagem, manifesta os mesmos sentimentos frente à exposição corporal do cliente durante a assistência. Evidenciou-se que os aspectos que garantem melhor qualidade à assistência para ambos são proteção da intimidade, respeito, confiança, orientação e compreensão da mesma, ao passo que as que mais prejudicam a qualidade da assistência são desproteção e invasão da intimidade, desconsideração do profissional pelo cliente e dificuldade da equipe em lidar com algumas situações. Denotam-se como fatores complicadores, a diferença de gênero entre cuidador e cliente e a disposição dos leitos nestas unidades, predispondo o cliente à exposição e dificultando o resguardo da privacidade. Emergiu a necessidade de se preparar melhor a equipe para contornar situações de conflito oriundas da exposição corporal, devendo-se considerar os aspectos sócio-culturais das pessoas envolvidas. Por fim, ressalta-se que a compreensão dos aspectos que permeiam a exposição corporal na esfera do cuidado é imprescindível quando se tem por objetivo a humanização no contexto da assistência à saúde. / This study aimed at identifying and analyzing positive and negative incidents involving clients’ physical exposure and the invasion of their privacy during caregiving in an Intensive Care Unit (ICU) resulting from the need of partial or total nudity for the performance of various types of care and procedures. The population consisted of 15 nurses working in the ICU for adults in the city of Maringá – PR, Brazil. The Critical Incident Technique (CIT) was used as a methodological procedure, thus obtaining 30 accounts of which 15 were positive and 15 were negative. From these, 22 positive critical incidents (PCIs) and 30 negative critical incidents (NCIs) were extracted. The incidents were compiled in 6 categories: basic needs, admission and permanence in the ICU, therapeutic procedures, physical evaluation, visiting hours and sexuality manifestation. The behaviors presented by the health team which were extracted from the critical incidents were grouped in 5 categories: gender-related questions, privacy protection and maintenance, attitudes from professionals, client orientation and health team orientation. The identified client’s behaviors were distributed in 3 categories defined as gender-related questions, protection and maintenance of clients’ privacy and attitudes. The outcomes to the health team and clients stemming from the incidents comprised four categories formulated as negative feelings, positive feelings, impairment of caregiving quality and assurance of caregiving quality. The interpretation of results showed that the most frequent situation category in the PCIs was basic needs (21.2%), whereas in the NCIs, it was admission and permanence in the ICU (15.4%). The health team’s behavior category which prevailed in the PCIs (41.1%) and in the NCIs (41.4%) was privacy protection and maintenance. The predominant clients’ behavior category in the PCIs was gender-related questions (45.1%) and in the NCIs it was privacy protection and maintenance (59.6%). The health team’s most frequent consequence category in the PCIs was assurance of caregiving quality (41.1%), and the clients’ was positive feelings (37.6%). It was also shown that the category negative feelings prevailed in the NCIs for the health team (41. 5%) as well as for clients (57.3%). It was verified that the nursing staff was better prepared to deal with problems related to meeting basic needs; however, lack of preparation and skills to manage most situations was also observed. It was found that the health team and clients, particularly the nursing staff, showed similar feelings concerning the client’s physical exposure during caregiving. Additionally, it was shown that the aspects ensuring better caregiving quality to both were intimacy protection, respect, trust, orientation and understanding with regard to such protection, whereas those which most frequently impaired caregiving quality were lack of protection, intimacy invasion, disregard of clients by the professionals and the team’s difficulty in dealing with certain situations. Gender difference between the caregiver and the client was noted as a complicating factor in addition to the arrangement of beds in the units, which predisposes the client to exposure and impairs privacy protection. The need to better prepare the health team to cope with conflict situations stemming from physical exposure arose, while the sociocultural aspects of the individuals involved must be taken into account. Finally, it is pointed out that understanding the aspects which permeate physical exposure in the realms of caregiving is essential if the humanization of health care settings is to be achieved.

O trabalho tem como objetivo avaliar e propor a utilização de soluções tecnológicas que permitam a redução dos riscos causados por arcos elétricos nas instalações de uma unidade industrial com sistema isolado de geração elétrica. Por ser extremamente danosa à segurança das pessoas que interagem com uma instalação elétrica e por causar danos significativos aos equipamentos e instalações, a energia incidente, proveniente de um arco elétrico, deve ser mensurada em conformidade com as normas existentes e os riscos devem ser controlados e mitigados, de maneira a não comprometer a integridade física das pessoas e das instalações. Dessa forma, o presente trabalho propõe alterações no sistema de proteção e a inserção de dispositivos dedicados à identificação de arcos elétricos no interior de painéis da unidade em questão, contribuindo significativamente para a redução da energia incidente liberada na ocorrência de um arco elétrico. Essa redução da energia incidente é conseguida devido à redução do tempo para eliminação da falta, necessitando, dessa forma, de dispositivos e relés de proteção voltados exclusivamente para a proteção contra arco elétrico. / This dissertation aims to evaluate and propose the use of technological solutions that enable the reduction of risks caused by arc flash on the premises of an industrial unit with insulated system of electricity generation. It may be extremely damaging to the safety of people who interact with electrical installations and could cause significant damage to the equipment and facilities, the incident energy from an arc flash should be measured in accordance with existing standards, their risks must be controlled and attenuated, in order not to compromise the physical integrity of people and facilities. That way, this paper proposes changes into the system of protection and the insertion of devices dedicated to the identification of arc flashes inside panels of the unit concerned, contributing significantly to the reduction of incident energy released in the event of an arc flash. This reduction is obtained by lowering the time for the elimination of absence, requiring, therefore, devices and protective relays devoted exclusively to protect against electric arc.

The purpose of this thesis was to map and analyze how ITIL works together with SaaS in a specificproject at a company. This study has not only confirmed that ITIL and SaaS can work together, but hasalso produced recommendations for specific areas worth focusing on during implementation of thesetwo techniques. It’s worth mentioning that these recommendations have been produced from a veryspecific context and that customization of said technologies needs to be made to fit each organization.The results from this study implies that there might be a connection between the choice of developmentmethodology and how one chooses to deliver and maintain said product. This might be seen as trivialbut is highly relevant for new actors in the market, and something that should be mentioned in the officialITIL documentation. The same goes for customization of ITIL and SaaS. The results of this study mightlook different if the case study company had been using another development methodology.Earlier research made by Karkošková and Feuerlicht (2014) is confirmed, where one of their hypothesesis that there needs to be extra customization between the cloud (SaaS) and ITIL. They continue theirwork by successively adapt ITIL to SaaS from a consumer perspective. In their paper, they also mentionthe importance of beginning this adaption from the other end; the service provider perspective. Thisthesis begins said perspective, and not only starts to analyze, but also produce four recommendations onhow to proceed with the adaption of ITIL and SaaS. / Syftet med denna studie var att kartlägga och analysera hur ITIL fungerar tillsammans med SaaS i ettbefintligt uppdrag hos ett företag. Denna studie har inte bara bekräftat att ITIL och SaaS fungerartillsammans, den har även tagit fram rekommendationer för vad som tål att fokusera extra på under enimplementationsprocess när organisationen använder SaaS som sin leveransmetodik. Det bör docknämnas att dessa rekommendationer är utarbetade från ett väldigt specifikt fall, och att anpassa lösningarefter organisationerna alltid är och bör vara av hög prioritet.Studien antyder också att det finns ett samband mellan valet av utvecklingsmetodologi och hur mansedan ska leverera och hålla utvecklingen uppdaterad. Detta kan ses trivialt men är relevant för nyaaktörer på marknaden, något som bör antydas i ITIL:s dokumentation. Detsamma gäller anpassning avITIL och SaaS. Hade studiens resultat sett annorlunda ut om företaget istället använt en annanutvecklingsmetodik?Tidigare forskning av Karkošková och Feuerlicht (2014) bekräftas också, där en av deras hypoteser äratt det krävs extra anpassning mellan molnet och ITIL, varpå de börjar med att teoretiskt anpassa dessatvå begrepp, men endast från ett konsumentperspektiv. De nämner att steg två hade varit att anpassa frånett leverantörsperspektiv, och det är precis det som denna studie gör. Arbetet med att anpassa ITIL ochSaaS praktiskt är påbörjat och kan fortsätta att byggas upp av kommande studier. Denna studieproducerar även fyra rekommendationer till anpassningsarbetet.

Risk communication in a modern maritime environment is unmistakably important but how does it fare against today’s science? This study focuses on a small part of risk communication, namely the differences in using one mean of communication as opposed to multiple means of communication. What positive and negative sides are involved in exchanging information through only one mean of communication as opposed to giving and receiving the information through many?  The method is a literature study and the material ten accident reports made by administrative authorities. The reports have been analyzed and compared to modern subject science literature. The result of the study favor multiple means of communication such as public address systems, signs, general alarm and through the crew. The different ways create a redundancy and succeeds better at reaching a diversity of people. The negative sides, including confusion caused by too much or deviating information, appears to historically have been exaggerated. This is probably due to a false belief that man behaves irrationally in a state of crisis. The risk communication of the future is as such thick in information and comes through multiple means of communication.

Living with inflammatory bowel disease (IBD) affects physical, psychological and social dimensions, limiting the ability to engage in daily activities. Persons with IBD may need frequent and lifelong contacts with the healthcare (HC), highlighting the importance of quality care. High quality HC for persons with IBD involves a partnership between the HC professionals and the person living with the disease. Information is essential, the more a person knows about their disease, the more concordant and satisfied with their treatment they are likely to be. The overall aim of this thesis was to describe the knowledge need, life situation and perception of HC among persons living with IBD, in order to develop a questionnaire to evaluate the quality of HC. This thesis is based on three studies that are presented in four papers. Qualitative methods were used to describe aspects of life situation in relation to the disease, whereas quantitative method was used to develop a questionnaire measuring quality of care. Study I and II have an inductive qualitative design. In study I, qualitative interviews with 30 people were performed to describe the knowledge need and experience of critical incidents in daily life while living with IBD. The interviews in study I were analyzed using content analysis (results presented in Paper I) and critical incident technique (results presented in Paper II). In study II, the perceptions of HC among persons living with IBD was explored in five focus group interviews and two individual interviews, in total n=26. Study III aimed to develop and evaluate a questionnaire, measuring quality of care among persons with IBD, including 318 persons with IBD and 8 professionals. The knowledge need among persons with IBD focused on managing symptoms and course of the disease and learning to assimilate the information in order to manage everyday life. Losing bowel control was of great concern for most of the informants in the study. Many of the informants said that “the bowel ruled their life” and that it influenced them to a great extent in their daily lives. The perception of HC among persons with IBD meant being met with respect and mutual trust, receiving information at the right time, shared decision-making, competence and communication, access to care, accommodation, continuity of care and the pros and cons of specialized care. The quality of care questionnaire QoC-IBD was constructed in five dimensions, building on the results from Study I and II. The dimensions were trust and respect, decision-making, information, continuity of care and access to care consisting of 21 questions in total. QoC-IBD is a short, self-administrated questionnaire that measures experiences of healthcare among persons with IBD with promising validity and reliability. To improve quality of care, HC is recommended to consider individual care needs and take the person’s daily life and social context into account. The QoC-IBD questionnaire measures the subjective experience of quality of care. Further testing in clinical practice is necessary to evaluate if QoC-IBD can be used to evaluate the care given and areas of improvement in HC for persons living with IBD.

No description available.

Thermal stresses can arise in glass used in architectonic realisations in buildings as a result of solar irradiation:  that is, sunlight.  The magnitude of these thermal stresses depends on the temperature conditions in the glass in terms of the temperature differences between warm and cold areas.  The work described here has verified the existence and distribution of thermal stresses in glass, both theoretically and experimentally, in a load-bearing element made of glass and wood, when exposed to incident solar radiation and various degrees of shading.  The finite element method was used in order to simulate the temperature distribution in the glass, together with the resulting associated thermal stresses.  Parts of these model results were then compared with results and data from experimental investigations in a solar simulator.  The experimental trials were carried out on a plain glass sheet and on a wood-framed glass sheet.  This frame assembly saw the glass fitted in a wooden frame such that its edge was flush with the edges of the frame and therefore freely exposed to the surroundings.  Two different grades of glass were analysed in the theoretical modelling and used in the experimental solar exposure:  a clear glass, with a low absorption coefficient, and a tinted glass having a relatively high absorption coefficient.  The experimental part of the work included two different finishes to the glass edge:  as-cut, with no further attention, and cut and smoothed.  The results from the finite element method calculations agree relatively well with the experimental results.  When simulating the temperature values and distributions, the value of the coefficient of heat transfer is an important factor in determining the results.  The coefficient can be given either a constant value, taken from a standard, or a calculated value that varies depending on the surface temperature and ambient temperature at every instant.  For the clear glass with a low coefficient of absorption, the calculated temperatures did not differ significantly depending on which method had been used to provide a value for the coefficient of heat transfer.  However, for the glass with a high coefficient of absorption, and when exposed to high solar intensity, a calculated value of coefficient of heat transfer should be used in order to arrive at relevant values of surface temperatures and stresses.  Thermal tensile stresses have more effect on the total stress level than have stresses arising from typical in-service vertical loads.

This thesis is focused on design methodology of administration and management of issues, using issue-tracking system. The objective is to create such methodology and deploy it to specific organization. During methodology creation, there were used best practices, acquired from source thesis and authors experiences. In theoretical part of thesis are described approaches, witch is this thesis based on. Then thesis describes what issue-tracking system is and lists mostly used issue-tracking systems. In practical part, the methodology itself is created. At first, target group is described. Then, types of issuse and roles used in issue-tracking system are described. Then is described, how to create lifecycle of issue and how to handle with its attributes. Last part is focused on data reporting from issue-tracking system. Last chapter of practical part describes how to implement methodology to issue-tracking system JIRA.