<p>In the environment of the 3:rd generation Internet based on peer-to-peer architecture, well-trusted methods must exist to establish a secure environment. One main issue is the possibility to verify that a node actually is who it claims to be (authentication). Establishment of authentication between nodes in a peer-to-peer environment where nodes are exchanging information directly with each other requires more planning than in a typical client-server environment where the authentication methods are server-based. The peer-to-peer applications described in this report use authentication methods based on central authorities as well as solutions without central authorities. </p><p>Lack of standards in the way peer-to-peer systems should communicate and apply security lead to a variety of “local” communication and security solutions. These local solutions make different applications incompatible with each other, meaning that a peer using one application will not be able to communicate and exchange information with other peers using some other application.</p>

Knowledge Management and Customer Care are regarded to be able to strengthen the competitive capability of a company. Knowledge Management is supposed to increase the innovative power for problem solving whereas Customer Relationship Management is supposed to increase the customer satisfaction and thereby the customer loyalty. This case study followed a mixed approach to combine aspects from the Knowledge Management and the Customer Relationship Management. Matter of this study was a small-size organization that had a demand for a ticket system for the 2nd and 3rd level support as part of their customer service. Because of an increasing volume of incoming requests, it was necessary to change the system from e-mail clients to a ticket system. Additionally, the company wanted to assure that all agents are able to process all types of requests in order to keep up good service quality even if the experts are not available. For this reason, the concept of this study was not only to introduce a ticket system, but also to implement a Knowledge Base storing the knowledge how to solve the requests in shape of sample solutions. The aim of the study was to find out whether such an approach would be possible, what the success influencing factors would be and what effect such an approach would have on the overall Knowledge Management practices. For this purpose the study made use of qualitative research methods, like interviews and observations, throughout the whole project’s duration. As a result, the project was not able to deliver the desired insights completely. The introduction of the pure ticket system was very successful as the employees reported an improvement of their working processes. The Knowledge Base however was not used during the observation period at all. As a standard risk for projects, late hardware delivery, turned into a problem and used up the planed buffers, the remaining time for observation, whether the Knowledge Base would be used or not, was too short. Therefore, it is necessary to do a follow-up study and assess whether the effect only is late or there is no effect. It might even be necessary to prove the approach in another environment, as the studied company very much relies on the personalization approach for Knowledge Management. Because of the well developed communication culture at the studied company, the employees prefer direct communication for knowledge sharing and knowledge transfer. That inhibits knowledge codification as a Knowledge Management approach. This itself, of course is a valuable insight.

Large software organizations handle many customer support issues every day in the form of bug reports, feature requests, and general misunderstandings as submitted by customers. Strategies to gather, analyze, and negotiate requirements are comple- mented by efforts to manage customer input after products have been deployed. For the latter, support tickets are key in allowing customers to submit their issues, bug re- ports, and feature requests. Whenever insufficient attention is given to support issues, there is a chance customers will escalate their issues, and escalation to management is time-consuming and expensive, especially for large organizations managing hundreds of customers and thousands of support tickets. This thesis provides a step towards simplifying the job for support analysts and managers, particularly in predicting the risk of escalating support tickets. In a field study at our large industrial partner, IBM, a design science methodology was employed to characterize the support process and data available to IBM analysts in managing escalations. Through iterative cycles of design and evaluation, support analysts’ expert knowledge about their customers was translated into features of a support ticket model to be implemented into a Ma- chine Learning model to predict support ticket escalations. The Machine Learning model was trained and evaluated on over 2.5 million support tickets and 10,000 escalations, obtaining a recall of 79.9% and an 80.8% reduction in the workload for support analysts looking to identify support tickets at risk of escalation. Further on- site evaluations were conducted through a tool developed to implement the Machine Learning techniques in industry, deployed during weekly support-ticket-management meetings. The features developed in the Support Ticket Model are designed to serve as a starting place for organizations interested in implementing the model to predict support ticket escalations, and for future researchers to build on to advance research in Escalation Prediction. / Graduate

The principal aim of this thesis is to identify and analyse inovative approaches and procedures of low-cost airlines that brought air transport to a broader mass of customers. This work also explores marketing specifics of the airline industry, discusses ticket pricing and ticket distribution issues, advertising opportunities, quality and product range issues. Later, it deals with enviromental challenges facing aviation. The final section formulates recommendations that will enable further revenue increases for low-cost carriers.

This thesis tackles the problem of understanding deep neural network with piece- wise linear activation functions. We leverage tropical geometry, a relatively new field in algebraic geometry to characterize the decision boundaries of a single hidden layer neural network. This characterization is leveraged to understand, and reformulate three interesting applications related to deep neural network. First, we give a geo- metrical demonstration of the behaviour of the lottery ticket hypothesis. Moreover, we deploy the geometrical characterization of the decision boundaries to reformulate the network pruning problem. This new formulation aims to prune network pa- rameters that are not contributing to the geometrical representation of the decision boundaries. In addition, we propose a dual view of adversarial attack that tackles both designing perturbations to the input image, and the equivalent perturbation to the decision boundaries.

This master's thesis shows an example of reactive server automation in ICT environments. There is a description of solution for specific problem in the AIX operating system which is implemented in an automation suite IPC. Analysis of current situation contains description of properties of the operating system AIX, the examined problem as well as of the IPC tool which is used for implementing this solution. After the description of the implemented solution there is also an economic evaluation of the entire thesis.

Market research reports by In-Stat, Gartner, and the Swedish Post and Telecom Agency (PTS) reveal a growing worldwide demand for Voice over IP (VoIP) and smartphones. This trend is expected to continue over the coming years and there is wide scope for mobile VoIP solutions. Nevertheless, with this growth in VoIP adoption come challenges related with quality of service and security. Most consumer VoIP solution, even in PCs, analog telephony adapters, and home gateways, do not yet support media encryption and other forms of security. VoIP applications based on mobile platforms are even further behind in adopting media security due to a (mis-)perception of more limited resources. This thesis explores the alternatives and feasibility of achieving VoIP security for mobile devices in the realm of the IP Multimedia Subsystem (IMS).

En utmaning för slöjdlärare idag är att det finns en brist på läromedel och vägledning för hur man ska arbeta med hållbar utveckling inom slöjden. I detta arbete presenteras en lektionsplanering för undervisning av hållbar utveckling med fokus på materiallära. I lektionsplaneringen förekommer de didaktiska metoderna EPA, agenda och exit-ticket. Planeringen har genomförts över två lektioner, med två olika klasser i årskurs fem. Upplägget har analyserats genom observationer, enkäter och intervjuer, både för att utvärdera vad eleverna har tagit till sig från undervisningen, men också med avsikt att utvärdera elevernas deltagande. Syftet var att ta fram en möjlig lektionsplanering för undervisning om hållbar utveckling i slöjd, och undersöka hur eleverna ser på den undervisningen. Genomförande av det studentinitierade utvecklingsarbetet föll ut väl, och slutsatsen är att dessa elever har hög motivation för ämnet slöjd, men att de hellre arbetar med praktisk handarbete än teoretisk arbete kring hållbar utveckling på slöjdlektionerna. Däremot uppskattar de ett lektionsupplägg som innefattar uppgifter som utförs på ett lekfullt sätt. Utifrån observationerna kunde det visas att det är positivt för elevernas engagemang att låta eleverna reflektera kring ett problem enligt EPA modellen. Resultatet av studien tyder på att upplägget av arbetsgången hjälper eleverna att utveckla ett reflekterande förhållningssätt kring hållbar utveckling.

The Occurrence of Dark Patterns in the Airline Industry is a thesis in Information Design with a focus on Interaction Design. The purpose of this thesis is to investigate how dark patterns in airline ticket bookings affect the user experience of inexperienced users. Dark patterns are design tricks that manipulate users into making decisions that benefit the company behind them. Although the use of dark patterns may seem like a good way to increase sales, they can harm the company's reputation in the long run. Many companies have been fined large sums of money, and more are likely to follow as rules and regulations regarding the use of dark patterns become more common. This thesis examines how users perceive and react to the occurrence of dark patterns in the booking process of airline tickets. It does this by using methods such as interviews and scenarios. The findings serve as the basis for a design proposal to redesign two different booking processes where dark patterns occur less frequently. This proposal investigates the relationship between the occurrence of dark patterns and the user experience.

This thesis will focus on split ticket voting. Split ticket voting refers to an aspect of voting behavior where the individual will cast votes for different political parties for different offices. Through the development of countless theories and utilizing data, political scientists have managed to shed some light as to why an individual may engage in split-ticket voting. However, many of these studies have been too narrow in their focus, for instance, relying on a specific election without taking into account some major variables that provide the foundation for voting behavior. The purpose of this study is to provide scholars with an idea of what characteristics exist most commonly among split-ticket voters compared with straight-ticket voters. What variables work together to cause an individual to engage in split ticket voting? Specifically, this thesis will examine the contribution of variables in explaining ticket splitting. Despite studies of the causes of split-ticket voting, the field is still unclear as to what causes an individual to engage in split-ticket voting. What individual variables cause an individual to engage in ticket splitting?