Observations in the information technology (IT) support environment and generalizations from the literature regarding problem resolution behavior indicate that computer support staff seldom store reusable solution information effectively for IT problems. A comprehensive model of the processes encompassing problem arrival and assessment, expertise selection, problem resolution, and solution recording has not been available to facilitate research in this domain. This investigation employed the findings from a qualitative pilot study of IT support staff information behaviors to develop and explicate a detailed model of problem trajectory. Based on a model from clinical studies, this model encompassed a trajectory scheme that included the communication media, characteristics of the problem, decision points in the problem resolution process, and knowledge creation in the form of solution storage. The research design included the administration of an extensive scenario-based online survey to a purposive sample of IT support staff at a medium-sized state-supported university, with additional respondents from online communities of IT support managers and call-tracking software developers. The investigator analyzed 109 completed surveys and conducted email interviews of a stratified nonrandom sample of survey respondents to evaluate the suitability of the model. The investigation employed mixed methods including descriptive statistics, effects size analysis, and content analysis to interpret the results and verify the sufficiency of the problem trajectory model. The study found that expertise selection relied on the factors of credibility, responsibility, and responsiveness. Respondents referred severe new problems for resolution and recorded formal solutions more often than other types of problems, whereas they retained moderate recurring problems for resolution and seldom recorded those solutions. Work experience above and below the 5-year mark affected decisions to retain, refer, or defer problems, as well as solution storage and broadcasting behaviors. The veracity of the problem trajectory model was verified and it was found to be an appropriate tool and explanatory device for research in the IT domain.

This study empirically examines the impact of IT capability on firms' performance and evaluates whether firms' IT capabilities play a role in improving employee capability, customer value, customer satisfaction, and ultimately business performance. The results were based on comparing the business performance of the IT leader companies with that of control companies of similar size and industry. The IT leader companies were selected from the Information Week 500 list published annually from 2001 to 2004. For a company to be selected as IT leaders, it needed to be listed at least twice during the period. Furthermore, it had to be listed in the American Customer Satisfaction Index (ACSI) so that its customer satisfaction level could be assessed. Standard & Poor's Compustat and the ACSI scores were used to test for changes in business performance. The study found that the IT leaders had a raw material cost measured by cost-of-goods-sold to sales ratio (COGS/S) than the control companies. However, it found no evidence that firms' IT capability affects employee capability, customer value, customer satisfaction, and profit. An important implication from this study is that IT becomes a commodity and an attempt to gain a competitive advantage by overinvesting in IT may be futile.

This study focuses on the use of information resources and communication technologies, both traditional and electronic, by academic library directors. The purpose is to improve understanding of managerial behavior when using information resources and communication technologies within a shared information environment. Taylor's concept of an information use environment is used to capture the elements associated with information use and communication within the context of decision-making styles, managerial roles, organizational environments, and professional communities. This qualitative study uses interviews, observations, questionnaires, and documents. Library directors participating in the study are from doctoral-degree granting universities in the southwestern United States. Data collection involved on-site observations with a PDA (personal digital assistant), structured interviews with library directors and their administrative assistants, the Decision Style Inventory, and a questionnaire based on Mintzberg's managerial roles. Findings show the existence of a continuum in managerial activities between an Administrator and an Administrator/Academic as critical to understanding information use and communication patterns among library directors. There is a gap between self-perception of managerial activities and actual performance, a finding that would not have surfaced without the use of multiple methods. Other findings include the need for a technical ombudsman, a managerial-level position reporting to the library director; the importance of information management as an administrative responsibility; the importance of trust when evaluating information; and the importance of integrating information and communication across formats, time, and managerial activities.

Indiana University-Purdue University Indianapolis (IUPUI) / Retrieving data from a patient in real-time is a challenging operation, especially when requiring information from the network to support the patient’s health. A real-time healthcare system process is conducted with a continual input, processing, and output of data. It needs to have the ability to provide different priorities to different applications, users, or data flows, or to guarantee a certain level of performance to a data flow. The current Internet does not allow applications to request any special treatment. Every packet, including delay-sensitive audio and video packets, is treated equally at the routers. This simplest type service of network is often referred to as best effort, a network service in which the network does not provide any guarantees that data is delivered or that a user is given a guaranteed QoS level or a certain priority. Providing guaranteed services requires routers to manage per-flow states and perform per-flow operations. Such network architecture requires each router to maintain and manage perflow state on the control path, and to perform per-flow classification, scheduling, and buffer management on the data path. This complicated and expensive network architecture is less scalable and robust than today’s modern stateless network architectures such as Random Early Dropping (RED) for congestion control, DiffServ for QoS, and the original IP network. This thesis introduces a new DiffServ-based scheme of IP bandwidth allocation during congestion, called Proportional Allocation of Bandwidth (PAB) which can be used in all networks. In PAB scheme, the bandwidth is allocated in proportion to Subscripted Information Rate (SIR) of the competing flows. PAB implementation uses multiple token buckets to label the packets at the edge of the network and multilevel threshold queue at the IP routers to discard packets during congestion.

Efficient records management is a founding block for successful transparency and accountability initiatives. Extractive Industries Transparency Initiative (EITI) promotes transparency and accountable management of extractive resources by disclosing governments’ and extractive companies' value chain information in resource-rich countries. Without proper management of records, transparency and accountability in the extractive industry become difficult. This study sought to explore the integration of records management in the Tanzania Extractive Industries Transparency Initiative (TEITI) with the view to develop a framework for incorporating records management in such an initiative. This qualitative case study anchored on the interpretivism research paradigm used the researcher’s conceptual framework as a theoretical lens. The study sample was purposively selected from the public institutions involved in TEITI, namely, TEITI Committee and the Secretariat, Mining Commission, Records and Archives Management Department, Tanzania Revenue Authority, and Regional Mines Office Dodoma. Data were collected through in-depth interviews, focus group discussions, observation, and analysis of documents. The study established that Tanzania has a well-established archives and records management infrastructure. However, institutions involved in TEITI did not implement the infrastructure or developed in-house procedures to incorporate records management in the initiative. Also, the non involvement of various players of the extractive sector in TEITI resulting in silos approaches to the initiative was noted. In addition, the studied institutions do not plan for their records management activities, and the budgets to support records management activities are inadequate. Records management staff are also insufficient, and their competencies to manage records mining activities is limited. The study concludes that because of the failure to integrate records management in TEITI, the initiative will not succeed in releasing its goal of bringing about transparency and accountability in the extractive sector in Tanzania until deliberate efforts are taken to incorporate records management as a critical component of the initiative. The study proposes a framework upon which the TEITI Committee, institutions and governments can apply to integrate records management in the EITI. Overall, the study bridges the gap of a missed inclusion of records management in the EITI initiative by proposing a framework. A further study on the underlying factors deterring the integration of records management in the organisational business process of institutions involved in TEITI is proposed. / Information Science / Ph. D. (Information Science)

This is the first study undertaken into the way in which voluntary workers, untrained in information skills and working in community information services, collect, organise and use the information they provide to assist clients needing it for their day-to-day survival. The study is placed in perspective through a survey of the literature relating to community information services. This is supplemented by a study of documents relating to the Pretoria Citizens' Advice Bureau. Data was collected by means of participant observation at the Pretoria Citizens' Advice Bureau and interviews with voluntary workers in the Bureau. Analysis of the data was carried out according to the grounded theory approach. It was found that untrained volunteers creating information storage and retrieval tools for use by their fellow volunteers, work without a knowledge of information storage and retrieval theory. They tend to make ad hoc decisions and create tools that are not as user-friendly as they could be with some background in the theory of information science. On the other hand, volunteers searching for information make the same kind of demands of the information storage and retrieval system they use as do professional and scientific information users, in that they want direct access to as much relevant information as possible in one place. They want the information repackaged in a manner to suit their purpose. When under pressure, they are reluctant to consult multiple information storage and retrieval tools not within easy reach. The study culminates in a number of recommendations for the improvement of the service of the Pretoria Citizens' Advice Bureau in particular. Recommendations are also put forward for a centralised computerised database providing processed information to community information services in South Africa. Some suggestions are made concerning education and training of volunteers and professional information workers with a view to providing a better understanding of community information services. / Information Science / D. Lit. et Phil.

Evidence of the interest in enterprise architecture (EA) is seen in the number of enterprise architecture frameworks (EAF) in existence. An EAF is responsible for the realisation of an EA, and therefore acts as a container for the terminology of EA. The lack of acceptance of terms and definitions, coupled with the phenomenon of the large number of EAFs, indicate a silo type understanding of what EA is, which leads to a lack of clarity in the conceptual foundations of EA. By following a design science research (DSR) approach, a conceptual artefact (an enterprise architectonic (EAt)) is created to address the lack of clarity in the conceptual foundations of EA thinking and practice. The EAt serves as a conceptual device to represent the fundamental understanding of EA in terms of concepts and their relationships. The content of the EAt is derived from applying a structured interpretation method (SIM) to three prominent EAFs (The Open Group Architecture Framework, the Department of Defense Architecture Framework and the Zachman Framework for Enterprise Architecture). The SIM’s results are an EA understanding that consists of an EA claim: EA is similar in intent to the enterprise as a worldview is to the world. It is supported by six EA propositions:  Proposition 1: EA’s underlying theoretical knowledge is in a pre-suppositional state.  Proposition 2: EA is a description of the structure of the systems of an enterprise.  Proposition 3: EA represents the enterprise in time-oriented architectures such as an as-is, to-be and has-been architecture.  Proposition 4: EA translates the values/strategy of the enterprise into operational systems appropriate to the information society.  Proposition 5: EA provides a means to manage decisions about the IT/IS management and implementation in the enterprise.  Proposition 6: EA captures a representation of the enterprise in the form of a model or set of models. The six EA propositions are analysed through the lens of Heidegger's equipment analysis, to produce a set of architectonic elements. These elements are arranged in the EAt to create a conceptual device to support the fundamental understanding of EA. / Centre for Applied Information and Communication / Ph.D. (Information Systems)

Thesis (MPhil)--Stellenbosch University, 2004 / ENGLISH ABSTRACT: There are indications that the emergence of global trends in the production and dissemination of knowledge is influencing science policies worldwide, and compelling universities and technikons in South Africa to become more market oriented, competitive and entrepreneurial. Some of these trends include new modes of knowledge production, increased financial and academic accountability and distance education. The changing higher education landscape worldwide has implications for South African tertiary institutions. In addition, one of the objectives of the democratic government that took power in 1994 was to transform higher education. The publication of the White Paper on Education in 1997, the establishment of the Council on Higher Education (CHE) and the Higher Education Quality Committee (HEQC), and the National Plan for Higher Education in 2001 heralded the beginning of change. Consequently, it became necessary for higher education institutions to deliberate on the future course of their undergraduate and postgraduate teaching and training programmes. In this context, it is important for universities and technikons to understand the needs of their postgraduate students. The overall aim of this study was to identify the perceptions of ex-Technikon Natal (now the Durban Institute of Technology) postgraduate students on their research experiences with regard to supervision, communication, the Technikon generally, availability of resources, finance, time, departments, faculties, research, research methodology, statistics, library and expertise. The particular focus was on postgraduate students registered at the Technikon Natal in 2001, whether or not they had submitted their research proposals. A postal survey was carried out to determine the students' perceptions of their research postgraduate experiences at the then Technikon Natal. The results of the survey indicate that the majority of postgraduate students have a negative perception of the Technikon. Students feel that there are insufficient experienced supervisors available for consultation, leading to unacceptable delays. With regard to communication, students feel that the Technikon does not disseminate enough information on processes and procedures about postgraduate issues. Overall, students in the Health Sciences are more dissatisfied than students in the other faculties. In fact, the postal survey reveals that students in these other faculties are more positive than negative about their postgraduate experiences. However, it is worth pointing out that a large proportion of Science and Engineering students (38%) are undecided on this matter. It is interesting to note that the open-ended comments section at the end of the questionnaire reveals far more negative perceptions than the closed questions. Students are dissatisfied about the lack of modern computer facilities and available funds. They also feel strongly that it takes too long to get a research proposal approved. The majority feels that a postgraduate information kit would assist greatly. Comments about Research Methodology as a subject are particularly negative with regard to statistics, and the course, which they feel is too general. Students do not seem to have any major difficulties with the library services. The Technikon has to put structures in place to improve these negative perceptions and manage the students' needs. Combined with the impact of the merger of the former Technikon Natal and M.L. Sultan Technikon, the effects of which are not yet fully understood, the new Durban Institute of Technology should give serious consideration to the needs of its postgraduate population, especially in the Faculty of Health. / AFRIKAANSE OPSOMMING: Globale tendense in die produksie en disseminasie van kennis blyk wereldwyd 'n invloed op wetenskapsbeleid te he en noodsaak universiteite (en ook technikons in Suid-Afrika) om 'n groter markgerigtheid, mededingendheid en ondernemingsgees te openbaar. Hierdie globale tendense behels, onder andere, 'n verskuiwing na nuwe modi van kennisproduksie, sowel as 'n toename in finansiele en akademiese verantwoordbaarheid, en afstandsonderrig. Suid-Afrikaanse tersiere instellings kan hierdie wereldwye veranderinge in die landskap van hoar onderwys moeilik ontsnap. Daarbenewens het die demokratiese regering, wat in 1994 aan bewind gekom het, dit ten doel gestel om hoar onderwys in die land te transformeer. In 1997 het die eerste veranderinge ingetree met die publikasie van die Witskrif op Onderwys, en dit is in 2001 opgevolg met die totstandkoming van die Raad op Hoar Onderwys (CHE), die Hoar Onderwyskwaliteitskomitee (HEQC), en die Nasionale Plan vir Hoar Onderwys. Gevolglik het dit nodig geword dat hoar onderwysinstellings oorleg pleeg rakende die toekomstige verloop van voorgraadse en nagraadse onderrig- en opleidingsprogramme. Binne hierdie konteks is dit nodig vir universiteite en technikons om begrip te he vir die behoeftes van hul nagraadse studente. Die oorhoofse doel van hierdie studie was om die persepsies te identifiseer van nagraadse studente aan die eertydse Technikon Natal (nou deel van die Durban Instituut vir Tegnologie). Die fokus was op studente se navorsingservarings met betrekking tot supervisie, kommunikasie, die technikon in die algemeen, die beskikbaarheid van hulpbronne, finansies, tyd, departemente, fakulteite, navorsingsmetodologie, statistiek, biblioteekfasiliteite en kundigheid. Studente wat in 2001 aan die Technikon Natal geregistreer was, is by die ondersoek betrek, ongeag of die student 'n navorsingsvoorstel ingedien het of nie. 'n Posvraelys-opname is gebruik. Die resultate van die opname toon die meerderheid nagraadse studente het 'n negatiewe persepsie van die Technikon. Die studente voel daar is nie genoeg ervare studieleiers om te raadpleeg nie, en dit lei tot onnodige vertragings. Wat kommunikasie betref, voel die studente dat die Technikon nie genoeg inligting omtrent nagraadse prosesse en prosedures versprei nie. In geheel gesien, het studente in die Gesondheidswetenskappe 'n veel groter ontevredenheid uitgespreek as studente in ander fakulteite. In die ander fakulteite was 'n geringe persentasie studente meer positief as negatief omtrent hul nagraadse ervaring. 'n Redelike persentasie studente in die Natuur- en Ingenieurswetenskappe (38%) was egter besluiteloos in hul opinie. Verder het die oop vrae aan die einde van die vraelys, wat kommentaar versoek, veel meer negatiewe as positiewe persepsies ontlok. Die studente is ontevrede met die gebrek aan moderne rekenaarfasiliteite en beskikbare fondse. Hul voel dat dit te lank neem om 'n navorsingsvoorstel goedgekeur te kry. Die meerderheid is van mening dat 'n nagraadse informasiepakket van groot waarde sou wees. Die kommentaar omtrent Navorsingsmetodologie as 'n vak is besonder negatief, veral wat statistiek bet ref, en hulle voel die kursus is te algemeen. Die studente blyk nie ernstige probleme met biblioteekdienste te he nie. Die technikon moet derhalwe strukture in plek stel ten einde die negatiewe persepsies van die studente aan te spreek en hul behoeftes doeltreffend te bestuur. Tesame met die impak van die samesmelting (waarvan die effek nog nie ten volle begryp word nie), moet die instelling ook ernstige oorweging skenk aan die behoeftes van die nagraadse populasie, veral in die Fakulteit van Gesondheid.

Evidence of the interest in enterprise architecture (EA) is seen in the number of enterprise architecture frameworks (EAF) in existence. An EAF is responsible for the realisation of an EA, and therefore acts as a container for the terminology of EA. The lack of acceptance of terms and definitions, coupled with the phenomenon of the large number of EAFs, indicate a silo type understanding of what EA is, which leads to a lack of clarity in the conceptual foundations of EA. By following a design science research (DSR) approach, a conceptual artefact (an enterprise architectonic (EAt)) is created to address the lack of clarity in the conceptual foundations of EA thinking and practice. The EAt serves as a conceptual device to represent the fundamental understanding of EA in terms of concepts and their relationships. The content of the EAt is derived from applying a structured interpretation method (SIM) to three prominent EAFs (The Open Group Architecture Framework, the Department of Defense Architecture Framework and the Zachman Framework for Enterprise Architecture). The SIM’s results are an EA understanding that consists of an EA claim: EA is similar in intent to the enterprise as a worldview is to the world. It is supported by six EA propositions:  Proposition 1: EA’s underlying theoretical knowledge is in a pre-suppositional state.  Proposition 2: EA is a description of the structure of the systems of an enterprise.  Proposition 3: EA represents the enterprise in time-oriented architectures such as an as-is, to-be and has-been architecture.  Proposition 4: EA translates the values/strategy of the enterprise into operational systems appropriate to the information society.  Proposition 5: EA provides a means to manage decisions about the IT/IS management and implementation in the enterprise.  Proposition 6: EA captures a representation of the enterprise in the form of a model or set of models. The six EA propositions are analysed through the lens of Heidegger's equipment analysis, to produce a set of architectonic elements. These elements are arranged in the EAt to create a conceptual device to support the fundamental understanding of EA. / Centre for Applied Information and Communication / Ph. D. (Information Systems)

This dissertation introduces, implements, and evaluates the novel concept of "Service Paths", which are system-level abstractions that capture and describe the dynamic dependencies between the different components of a distributed enterprise application. Service paths are dynamic because they capture the natural interactions between application services dynamically composed to offer some desired end user functionality. Service paths are distributed because such sets of services run on networked machines in distributed enterprise data centers. Service paths cross multiple levels of abstraction because they link end user application components like web browsers with system services like http providing communications with embedded services like hardware-supported data encryption. Service paths are system-level abstractions that are created without end user, application, or middleware input, but despite these facts, they are able to capture application-relevant performance metrics, including end-to-end latencies for client requests and the contributions to these latencies from application-level processes and from software/hardware resources like protocol stacks or network devices. Beyond conceiving of service paths and demonstrating their utility, this thesis makes three concrete technical contributions. First, we propose a set of signal analysis techniques called ``E2Eprof' that identify the service paths taken by different request classes across a distributed IT infrastructure and the time spent in each such path. It uses a novel algorithm called ``pathmap' that computes the correlation between the message arrival and departure timestamps at each participating node and detect dependencies among them. A second contribution is a system-level monitoring toolkit called ``SysProf', which captures monitoring information at different levels of granularity, ranging from tracking the system-level activities triggered by a single system call, to capturing the client-server interactions associated with a service paths, to characterizing the server resources consumed by sets of clients or client behaviors. The third contribution of the thesis is a publish-subscribe based monitoring data delivery framework called ``QMON'. QMON offers high levels of predictability for service delivery and supports utility-aware monitoring while also able to differentiate between different levels of service for monitoring, corresponding to the different classes of SLAs maintained for applications.