IT-security is a global problem and over the world Computer Emergency Response Teams (CERT) are created in order to solve the problem. The common understanding is that IT-security is important but no straight guideline how to deal with it. The Swedish IT-incident centre (SITIC) started 2003. It is a Swedish solution on an international problem. There are challenges to be met when handling an IT-incident centre – organisation form, activity and result. We believe a general solution in IT-incident management that will suit all parties in the society, is a hard task for SITIC as things stand today. What we can deduce from our investigation is that there is no greater need of SITIC among the global companies. We believe one reason for this is that they are going to create within their companies some sort of CERT function by themselves in the future. This in its turn, depend on that the companies do not have any trust to SITIC, they do not see the benefit with an activity as SITIC because they only see the reporting, they do not believe they are going to get something in return. Conclusion: Incident management is not only about reporting incidents, but a continuous life cycle with phases: detect, report, measure and follow-up. / IT-säkerhet är ett globalt problem och över världen skapas Computer Emergency Respons Teams (CERT) för att försöka att lösa olika problem. Den vanliga uppfattningen är att IT-säkerhet är viktigt men att inga direkta guidelines finns för hur man skall hantera det. SITIC som är det svenska IT-incident centret, startade 1 januari, 2003. Det är en svensk lösning på ett internationellt problem. För ett IT-incident center finns det utmaningar att hantera såsom organisations form, verksamhet och resultat. Vi tror att en generell lösning av hanteringen IT-incidenter som skulle passa alla parter i samhället blir svårt för SITIC att klara av som det ser ut idag. Vad vi kan härleda från vår utredning är att det inte finns något större behov av SITIC för de globala företagen. Vi tror att en av anledningarna är att företagen själva i framtiden tänker starta egna CERT-funktioner. Detta i sin tur kan bero på att företagen inte har något större förtroende för SITIC, de kan inte se någon fördel men verksamheten, de ser endast rapporteringsdelen. Företagen tror inte att de kommer att få något tillbaka när dom rapporterar sina incidenter till SITIC. Slutsats: Incident hantering handlar inte bara om att rapportera incidenter, utan det är en kontinuerlig livscykel innehållande faserna: upptäcka, rapportera, åtgärda och följa upp.

IT-security is a global problem and over the world Computer Emergency Response Teams (CERT) are created in order to solve the problem. The common understanding is that IT-security is important but no straight guideline how to deal with it. The Swedish IT-incident centre (SITIC) started 2003. It is a Swedish solution on an international problem. There are challenges to be met when handling an IT-incident centre – organisation form, activity and result. We believe a general solution in IT-incident management that will suit all parties in the society, is a hard task for SITIC as things stand today. What we can deduce from our investigation is that there is no greater need of SITIC among the global companies. We believe one reason for this is that they are going to create within their companies some sort of CERT function by themselves in the future. This in its turn, depend on that the companies do not have any trust to SITIC, they do not see the benefit with an activity as SITIC because they only see the reporting, they do not believe they are going to get something in return. Conclusion: Incident management is not only about reporting incidents, but a continuous life cycle with phases: detect, report, measure and follow-up. / IT-säkerhet är ett globalt problem och över världen skapas Computer Emergency Respons Teams (CERT) för att försöka att lösa olika problem. Den vanliga uppfattningen är att IT-säkerhet är viktigt men att inga direkta guidelines finns för hur man skall hantera det. SITIC som är det svenska IT-incident centret, startade 1 januari, 2003. Det är en svensk lösning på ett internationellt problem. För ett IT-incident center finns det utmaningar att hantera såsom organisations form, verksamhet och resultat. Vi tror att en generell lösning av hanteringen IT-incidenter som skulle passa alla parter i samhället blir svårt för SITIC att klara av som det ser ut idag. Vad vi kan härleda från vår utredning är att det inte finns något större behov av SITIC för de globala företagen. Vi tror att en av anledningarna är att företagen själva i framtiden tänker starta egna CERT-funktioner. Detta kan bero på att företagen inte har något större förtroende för SITIC, de kan inte se någon fördel men verksamheten, de ser endast rapporteringsdelen. Företagen tror inte att de kommer att få något tillbaka när dom rapporterar sina incidenter till SITIC. Slutsats: Incident hantering handlar inte bara om att rapportera incidenter, utan det är en kontinuerlig livscykel innehållande faserna: upptäcka, rapportera, åtgärda och följa upp. / Ulrika Isaksson, 0708-353984 Karin Kvarnström 0708-140151 Malin Nilsson 0708-626844

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.

The objective of this master thesis is to optimize a number of service desk operators in Atos IT Solutions and Services s.r.o. The thesis introduces a general and ITIL methodology definition of the service desk. The practical analysis section covers data mining in order to carry out an analysis and propose measures leading to optimal utilization of service desk employees. The method applied in the thesis allows a creation of service desk services demand predictions for any given period of time.

Master of Science

In a lot of big cities, the traffic network is overloaded, with congestion and unnecessary emissions as consequence. Therefore, different traffic control methods are useful, especially in case of an incident. One key problem for traffic control is traffic prediction and the aim of this thesis is to develop, calibrate and evaluate a route flow model using only observed travel times and travel demand as input. The route flow model was used to calculate the metric link flow destination distribution, that presents to which destinations the travelers on a link are going in percentage.

No description available.

Real-time control of traffic diversion during non-recurrent congestion continues to be a challenging topic. Especially, with the advent of Intelligent Transportation Systems (ITS), the need for models and algorithms that will control the diversion in real-time, responding to the current traffic conditions has become evident. Several researchers have tried to solve this on-line control problem by adopting different approaches such as, expert systems, feedback control, and mathematical programming. In order to ensure the effectiveness of real-time traffic diversion, an implementation framework capable of predicting the impact of the incident on the traffic flow, generating feasible alternate routes in real-time, and controlling traffic in order to achieve a pre-set goal based on a system optimal or a user equilibrium concept is required. In this dissertation, a framework that would satisfy these requirements is adopted consisting of a "diversion initiation module", a "diversion strategy planning module", and a "control and routing module" which determines the route guidance commands in real-time. The incident duration data collected by the Northern Virginia incident management agencies is analyzed to determine major factors that affect the incident clearance duration. Next, prediction/decision trees are developed for different types of incidents. Based on the validation of these trees using the data that is not employed for the development of the trees, it is found that they perform well for the majority of the incidents. A simple deterministic queuing approach is used to predict the delays that will be caused by the incident for which the clearance duration is predicted using the prediction/decision trees. The diversion strategy planning module, Network Generator, is developed as a knowledge based expert system that uses simple expert rules in conjunction with historical and realtime data to determine the incident impact zone, and to eliminate links that are not suitable for diversion. Finally, it generates alternate routes for diversion using this modified network. Network generator is tested using simulation on a small portion of the Fairfax network. Finally, feedback control models for dynamic traffic routing models, both in distributed and lumped parameter settings, are developed. Methods for developing controllers for these models are also discussed. Two heuristic and analytic feedback controllers for the space discretized lumped parameter models are developed and their effectiveness for realtime traffic control is shown by simulating several scenarios on a simple network. An analytic feedback controller is also designed using a feedback linearization technique for the space discretized model. This controller also performed very well during simulations of various scenarios and proved to be an effective solution to this feedback control problem. / Ph. D.

<p dir="ltr">Traffic Incident Management (TIM) is an important tool for agencies to reduce secondary crashes, improve travel reliability, and ensure safety of first responders. Having “eyes” on the scene from roadside traffic cameras can assist operators to dispatch appropriate personnel, provide situational awareness, and allow for quick response when incident conditions change. Many intelligent traffic systems (ITS) centers deploy pan-tilt-zoom (PTZ) cameras that provide broad coverage but require operators to position. When incidents occur or a public safety vehicle stops for roadside assistance, Traffic Management Center (TMC) operators need to reposition cameras to monitor the event. The camera positioning time depends on operator experience, accuracy of 911 call, location, public safety radio reports, and in some cases, GPS positions. This research outlines the methodology to use GPS data sources to automate camera position to a scene for event nature verification. In general, this GPS information can come from either connected vehicles or public safety vehicles, such as Indiana Department of Transportation (INDOT) Hoosier Helpers. Implementing this research into INDOT daily operations has increased the number of events that cameras verify, while decreasing the time from event occurrence to camera verification from a median of 5 minutes to a median of approximately 90 seconds. The time is driven by the accuracy and frequency of GPS data from devices. With increased telematics polling rates and availability of enhanced vehicle data such as door open/close and seatbelt latch events, this latency is expected to further decline. </p>

Les recherches en sécurité routière suscitent largement l'intérêt des chercheurs. Indépendamment des techniques de modélisation, un facteur important d'imprécision -qui caractérise les études dans ce domaine- concerne le niveau d'agrégation des données. Aujourd'hui, la plupart des autoroutes sont équipées de systèmes permanents de surveillance qui fournissent des données désagrégées. Dans ce contexte, l'objectif de la thèse est d'exploiter les données trafic recueillies en temps réel au moment des accidents, afin d'élargir le champ des travaux précédents et de mettre en évidence un potentiel d'applications innovantes. À cette fin, nous examinons les effets du trafic sur le type d'accident ainsi que sur la gravité subie par les occupants des véhicules, tout en tenant compte des facteurs environnementaux et géométriques. Des modèles Probit sont appliqués aux données de trafic et d'accidents enregistrés pendant quatre années sur le tronc commun aux autoroutes A4 et A86 en Ile-de-France. Les résultats empiriques indiquent que le type d'accident peut être presque exclusivement défini par les conditions de trafic prévalant peu avant son occurrence. En outre, l'augmentation du débit s'avère exercer un effet constamment positif sur la gravité, alors que la vitesse exerce un effet différentiel sur la gravité en fonction des conditions d'écoulement. Nous établissons ensuite un cadre conceptuel pour des applications de gestion des incidents qui s'appuie sur les données trafic recueillies en temps réel. Nous utilisons les résultats de la thèse afin d'explorer des implications qui ont trait à la propension et à la détection des incidents, ainsi qu'à l'amélioration de leur gestion / Research on road safety has been of great interest to engineers and planners for decades. Regardless of modeling techniques, a serious factor of inaccuracy - in most past studies - has been data aggregation. Nowadays, most freeways are equipped with continuous surveillance systems making disaggregate traffic data readily available ; these have been used in few studies. In this context, the main objective of this dissertation is to capitalize highway traffic data collected on a real-time basis at the moment of accident occurrence in order to expand previous road safety work and to highlight potential further applications. To this end, we first examine the effects of various traffic parameters on type of road crash as well as on the injury level sustained by vehicle occupants involved in accidents, while controlling for environmental and geometric factors. Probit models are specified on 4-years of data from the A4-A86 highway section in the Ile-de -France region, France. Empirical findings indicate that crash type can almost exclusively be defined by the prevailing traffic conditions shortly before its occurrence. Increased traffic volume is found to have a consistently positive effect on severity, while speed has a differential effect on severity depending on flow conditions. We then establish a conceptual framework for incident management applications using real-time traffic data on urban freeways. We use dissertation previous findings to explore potential implications towards incident propensity detection and enhanced management