Nowadays, the main concern for IT-related service sector in organizations is to improve IT-Service Management (ITSM) by reducing cost of service in conjunction with growing in their efficiency and effectiveness. Particularly in IT firms, these concerns are much more imperative where the ITSM framework is the main section of providing service and feedback to managers. However, a challenge is that this significant service segment is ineffective by customers (I.e. IT managers) since IT maintenance and IT operations are unnoticed by IT related research. Academia together with industry demand a better knowledge and information of IT service management to work closely in order to improve efficiency and effectiveness of the system function.In this research study, it is attempted to review the situation of ITSM framework (I.e., Metrics) about evaluation method based on Key Performance Indicators (KPIs) and best practices for IT-Service Management process in DB Schenker and to compare them with other corporations. At first, the researcher has done an extensive literature review on the earlier works of Metrics for IT Service Management. After extracting needed information, it is governed in an innovative way to make it more effective and efficient, then run a case study for better understanding of the real situation and to compare literature and real world. The researchers mainly choose Swedish companies as successful companies in IT management to review ITSM framework (i.e. KPIs). / Program: Masterutbildning i Informatik

North American food environments have gone through dramatic shifts over the past six decades. During this period, we have witnessed the consolidation of a globalizing industrial agrifood regime, accompanied by new types of foods available and an excess of marketing. In recent years however, a growing number of scholars, environmentalists, rural organizations and consumers have highlighted the negative environmental and social impacts of this model of large scale, intensive monocultures. Another critique that has been more and more common is the lack of a comprehensive food literacy among youth populations. This thesis starts from the assumption that such knowledge is crucial to equip younger generations with the ability to understand the connections among these issues, to make conscious and informed choices and become engaged citizens, participating in transforming today’s predominantly unsustainable agrifood systems. This is essential as younger generations are the future consumers, heads of households and decision-makers in Canadian society. As such, one of the primary objectives of this research was to (re)situate the concept of food literacy amidst the many literatures while also providing an original comprehensive framework of analysis, reaffirming both its health and well-being and agrifood systems components. Consequently, and based on such assessments, the thesis offers an original and exploratory analysis of high school students’ food literacy levels. Using a mixed methods approach, it draws from qualitative and quantitative primary data resources and secondary literature to survey and compare eight groups of students in grades 9 and 10 in Ontario. Four of these groups took a food-related class and four were control groups, between two different types of food-related curricula. The research shows that a majority of the high school students who participated in the study have a basic level of food literacy. This is especially notable when including socio-environmental considerations in order to assess their level of agrifood systems’ literacy, which is the main focus and contribution that this research sought to evaluate.

In the rapidly evolving landscape of the Internet of Things (IoT), ensuring consistency and reliability becomes a top priority for a seamless user experience. In many instances, reliability is assessed through Quality of Service (QoS) metrics, sidelining traditional reliability metrics that thrive on time-dependent failure rates. The lack of a comprehensive framework that fully integrates all layers of an IoT system adds to the complexity. This gap makes it difficult to pinpoint specific areas that need improvement and to conduct a thorough assessment of the system’s reliability. This project addresses this intricate challenge, which holds significant relevance for industry professionals but remains unresolved. The project introduced an IoT architecture spanning the Power, Device, Edge, Application, and Cloud Layers. Within each layer, potential failure points were identified, and the reliability was analysed deploying time-based failure rates with an exponential distribution. Reliability Block Diagrams (RBDs) were employed to map the intricate inter-dependencies, though the framework’s adaptive nature allows for other system reliability methodologies. One of the primary outcomes of this research is the development of a new framework tailored for evaluating the reliability of various IoT system components. This framework yields insights into both system reliability and availability over time, serving as a pivotal tool for stakeholders such as device manufacturers, system integrators, network providers, and research institutions. The results show how the framework emerges as a pivotal starting point for IoT system reliability evaluation. Before this thesis, the feasibility of such a framework was uncertain, with concerns about its potential bias – being either too pessimistic or optimistic. Yet, the tangible results from this work affirm its capability to provide a balanced and reasonable reliability estimation, given the intricacies of IoT devices. This paves the way for subsequent research, enabling a deeper dive into targeted enhancements and fostering a nuanced understanding of IoT reliability. / I det snabbt föränderliga IoT-landskapet (Internet of Things) är det av högsta prioritet att säkerställa konsekvens och tillförlitlighet för en sömlös användarupplevelse. I många fall bedöms tillförlitligheten med hjälp av QoSmått (Quality of Service), vilket innebär att traditionella tillförlitlighetsmått som bygger på tidsberoende felfrekvenser åsidosätts. Avsaknaden av ett heltäckande ramverk som integrerar alla lager i ett IoT-system bidrar till komplexiteten. Denna brist gör det svårt att identifiera specifika områden som behöver förbättras och att göra en grundlig bedömning av systemets tillförlitlighet. Detta projekt tar itu med denna komplicerade utmaning, som har stor relevans för branschfolk men som fortfarande inte har lösts. Projektet introducerade en IoT-arkitektur som spänner över kraft-, enhets-, Edge-, applikationsoch molnlagren. Inom varje lager identifierades potentiella felpunkter och tillförlitligheten analyserades med hjälp av tidsbaserade felfrekvenser med en exponentiell fördelning. Tillförlitlighetsblockdiagram (RBD) användes för att kartlägga de komplicerade ömsesidiga beroendena, även om ramverkets adaptiva natur möjliggör andra metoder för systemtillförlitlighet. Ett av de främsta resultaten av denna forskning är utvecklingen av ett nytt ramverk som är skräddarsytt för att utvärdera tillförlitligheten hos olika IoT-systemkomponenter. Detta ramverk ger insikter om både systemets tillförlitlighet och tillgänglighet över tid, och fungerar som ett viktigt verktyg för intressenter som tillverkare av enheter, systemintegratörer, nätverksleverantörer och forskningsinstitutioner. Resultaten visar hur ramverket framstår som en viktig utgångspunkt för utvärdering av IoT-systemens tillförlitlighet. Före den här avhandlingen var det osäkert om ett sådant ramverk var genomförbart, med farhågor om dess potentiella partiskhet - att vara antingen för pessimistisk eller optimistisk. De konkreta resultaten från detta arbete bekräftar dock ramverkets förmåga att ge en balanserad och rimlig uppskattning av tillförlitligheten, med tanke på IoT-enheternas komplexitet. Detta banar väg för efterföljande forskning, vilket möjliggör en djupare analys av riktade förbättringar och främjar en nyanserad förståelse av IoT-tillförlitlighet.