Philosophiae Doctor - PhD / The underlying theme of this thesis is identification, classification, detection and prediction of cellular network faults using state of the art technologies, methods and algorithms.

L'informatique en nuage (cloud computing) est un paradigme émergent qui révolutionne l'utilisation et la commercialisation des services informatiques. De nos jours, l'impact socio-économique de l'informatique en nuage et plus particulièrement des services de PaaS (plate-forme en tant que service) devient essentiel, puisque le nombre d'utilisateurs et de fournisseurs des cloud PaaS est en pleine croissance. L'objectif principal des fournisseurs de cloud PaaS est de générer le maximum de profit des services qu'ils fournissent. Cela les oblige à faire face à un certain nombre de défis, tels que la gestion efficace des ressources sous-jacentes et la satisfaction des SLAs (contrat de service) des applications hébergées. Dans cette thèse, nous considérons un environnement PaaS hybride de cloud bursting, où le fournisseur PaaS possède un nombre limité de ressources privées et a la possibilité de louer des ressources publiques. Ce choix permet au fournisseur PaaS d'avoir un contrôle complet sur les services hébergés dans les ressources privées et de profiter de ressources publiques pour gérer les périodes de pointe. De plus, nous proposons une solution rentable pour gérer un tel système PaaS sous des contraintes de SLA. Nous définissons une politique d'optimisation de profit qui, à chaque requête d'un nouveau client, évalue le coût d'hébergement de son application en utilisant les ressources publiques et privées et choisit l'option qui génère le plus de profit. Pendant les périodes de pointe la politique considère deux autres options. La première option consiste à emprunter quelques ressources aux applications en cours d'exécution tout en considérant le paiement de pénalités si leur qualité de service est affectée. La seconde option consiste à attendre que des ressources privées soient libérés tout en considérant le paiement de pénalités si la qualité de service de la nouvelle application est affectée. En outre, nous avons conçu et mis en œuvre une architecture de cloud PaaS, appelée Meryn, qui intègre la politique d'optimisation proposée, supporte le cloud bursting et héberge des applications du type batch et MapReduce. Les résultats de notre évaluation montrent l'efficacité de notre approche dans l'optimisation du profit du fournisseur. En effet, comparée à une approche de base, notre approche fournit jusqu'à 11.59 % et 9.02 % plus de profits pour le fournisseur dans respectivement les simulations et les expériences. / Cloud computing is an emerging paradigm revolutionizing the use and marketing of information technology. As the number of cloud users and providers grows, the socio-economical impact of cloud solutions and particularly PaaS (platform as a service) solutions is becoming increasingly critical. The main objective of PaaS providers is to generate the maximum profit from the services they provide. This requires them to face a number of challenges such as efficiently managing the underlying resources and satisfying the SLAs of the hosted applications. This thesis considers a cloud-bursting PaaS environment where the PaaS provider owns a limited number of private resources and is able to rent public cloud resources, when needed. This environment enables the PaaS provider to have full control over services hosted on the private cloud and to take advantage of public clouds for managing peak periods. In this context, we propose a profit-efficient solution for managing the cloud-bursting PaaS system under SLA constraints. We define a profit optimization policy that, after each client request, evaluates the cost of hosting the application using public and private resources and chooses the option that generates the highest profit. During peak periods the optimization policy considers two more options. The first option is to take some resources from running applications, taking into account the payment of penalties if their promised quality of service is affected. The second option is to wait until private resources become available, taking into account the payment of penalties if the promised quality of service of the new application is affected. Furthermore we designed and implemented an open cloud-bursting PaaS system, called Meryn, which integrates the proposed optimization policy and provides support for batch and MapReduce applications. The results of our evaluation show the effectiveness of our approach in optimizing the provider profit. Indeed, compared to a basic approach, our approach provides up to 11.59% and 9.02% more provider profit in, respectively, simulations and experiments.

A scheduler, as a central components of a computing site, aggregates computing resources and is responsible to distribute the incoming load (jobs) between the resources. Under such an environment, the optimum performance of the system against the service level agreement (SLA) based workloads, can be achieved by calculating the priority of SLA bound jobs using integrated heuristic. The SLA defines the service obligations and expectations to use the computational resources. The integrated heuristic is the combination of different SLA terms. It combines the SLA terms with a specific weight for each term. Theweights are computed by applying parameter sweep technique in order to obtain the best schedule for the optimum performance of the system under the workload. The sweepingof parameters on the integrated heuristic observed to be computationally expensive. The integrated heuristic becomes more expensive if no value of the computed weights result in improvement in performance with the resulting schedule. Hence, instead of obtaining optimum performance it incurs computation cost in such situations. Therefore, there is a need of detection of situations where the integrated heuristic can be exploited beneficially. For that reason, in this thesis we propose a metric based on the concept of utilization, to evaluate the SLA based parallel workloads of independent jobs to detect any impact of integrated heuristic on the workload.

The recent emergence and rapid advancement of Cloud Computing (CC) infrastructure and services have made outsourcing Information Technology (IT) and digital services to Cloud Providers (CPs) attractive. Cloud offerings enable reduction in IT resources (hardware, software, services, support, and staffing), and provide flexibility and agility in resource allocation, data and resource delivery, fault-tolerance, and scalability. However, the current standards and guidelines adopted by many CPs are tailored to address functionality (such as availability, speed, and utilization) and design requirements (such as integration), rather than protection against cyber-attacks and associated security issues. In order to achieve sustainable trust for cloud services with minimal risks and impact on cloud customers, appropriate cloud information security models are required. The research described in this dissertation details the processes adopted for the development and implementation of an integrated information security cloud based approach to cloud service models. This involves detailed investigation into the inherent information security deficiencies identified in the existing cloud service models, service agreements, and compliance issues. The research conducted was a multidisciplinary in nature, with detailed investigations on factors such as people, technology, security, privacy, and compliance involved in cloud risk assessment to ensure all aspects are addressed in holistic and well-structured models. The primary research objectives for this dissertation are investigated through a series of scientific papers centered on these key research disciplines. The assessment of information security, privacy, and compliance implementations in a cloud environment is described in Chapters two, three, four, and five. Paper 1 (CCIPS: A Cooperative Intrusion Detection and Prevention Framework for Cloud Services) outlines a framework for detecting and preventing known and zero-day threats targeting cloud computing networks. This framework forms the basis for implementing enhanced threat detection and prevention via behavioral and anomaly data analysis. Paper 2 (A Trusted CCIPS Framework) extends the work of cooperative intrusion detection and prevention to enable trusted delivery of cloud services. The trusted CCIPS model details and justifies the multi-layer approach to enhance the performance and efficiency of detecting and preventing cloud threats. Paper 3 (SOCaaS: Security Operations Center as a Service for Cloud Computing Environments) describes the need for a trusted third party to perform real-time monitoring of cloud services to ensure compliance with security requirements by suggesting a security operations center system architecture. Paper 4 (SecSLA: A Proactive and Secure Service Level Agreement Framework for Cloud Services) identifies the necessary cloud security and privacy controls that need to be addressed in the contractual agreements, i.e. service level agreements (SLAs), between CPs and their customers. Papers five, six, seven, and eight (Chapters 6 – 9) focus on addressing and reducing the risk issues resulting from poor assessment to the adoption of cloud services and the factors that influence such as migration. The investigation of cloud-specific information security risk management and migration readiness frameworks, detailed in Paper 5 (An Effective Risk Management Framework for Cloud Computing Services) and Paper 6 (Information Security, Privacy, and Compliance Readiness Model) was achieved through extensive consideration of all possible factors obtained from different studies. An analysis of the results indicates that several key factors, including risk tolerance, can significantly influence the migration decision to cloud technology. An additional issue found during this research in assessing the readiness of an organization to move to the cloud is the necessity to ensure that the cloud service provider is actually with information security, privacy, and compliance (ISPC) requirements. This investigation is extended in Paper 7 (A Practical Life Cycle Approach for Cloud based Information Security) to include the six phases of creating proactive cloud information security systems beginning with initial design, through the development, implementation, operations and maintenance. The inherent difficulty in identifying ISPC compliant cloud technology is resolved by employing a tracking method, namely the eligibility and verification system presented in Paper 8 (Cloud Services Information Security and Privacy Eligibility and Verification System). Finally, Paper 9 (A Case Study of Migration to a Compliant Cloud Technology) describes the actual implementation of the proposed frameworks and models to help the decision making process faced by the Saudi financial agency in migrating their IT services to the cloud. Together these models and frameworks suggest that the threats and risks associated with cloud services are continuously changing and more importantly, increasing in complexity and sophistication. They contribute to making stronger cloud based information security, privacy, and compliance technological frameworks. The outcomes obtained significantly contribute to best practices in ensuring information security controls are addressed, monitoring, enforced, and compliant with relevant regulations. / Graduate / 0984 / 0790 / fahd333@gmail.com

The research initiatives addressed in this thesis are geared towards improving the performance of passive optical networks (PONs) through the development of advanced dynamic bandwidth allocation (DBA) protocols. In particular, the aim of the research undertaken is to enhance the quality of service (QoS) offered by standard PONs by means of providing subscribers with service level agreement (SLA) to fulfil applications and associated bandwidth requirements on demand. To accomplish the research objectives, a novel service and bandwidth focused DBA protocol is developed for standard time division multiplexing (TDM), gigabit-capable PONs (GPONs) by flexibly assigning a guaranteed minimum bandwidth to each optical network unit (ONU),terminated at subscribers premises. Modelling and simulation of the developed algorithms have displayed a tenfold enhancement in network performance, showing a superior performance to other published DBA protocols, in terms of mean packet delay. To accomplish protocol optimisation, the ONU upstream transmission properties of TDM-PONs have been further analysed and subsequently the ONU data transfer order in each communication cycle has been dynamically configured to increase the network upstream throughput by overlapping the upstream transmission period with parts of the bandwidth request-allocation process between OLT and ONUs. In addition, with the objective of extending the application of the developed protocol to long-reach PONs by means of reducing the augmented propagation delays due to the network’s extensive reach, the concept of virtual communication cycles has been incorporated into the optimised DBA algorithm. This approach demonstrates comparable transmission efficiency in the context of subscriber throughput and packet delay as in a standard PON but at much longer distances from the network exchange. To overcome the inevitably limited communication capacity of single wavelength TDM protocols and with the transportation of the ever increasing, time-sensitive, multi-media services in mind, a novel multi-wavelength DBA protocol is then developed to be applied to a wavelength division multiplexing–PON. With this protocol, both the downstream and upstream network capacity is dynamically adjusted according to subscribers’ service level and bandwidth demand in each polling cycle as opposed to a fixed upstream network capacity in TDM-PONs. It therefore also demonstrates improved upstream transmission efficiency.

Coreografias de serviços Web representam uma forma mais escalável e flexível de compor serviços do que uma abordagem centralizada como a orquestração, e seu papel na integração e comunicação de sistemas de larga escala é vital para os objetivos da SOC (Computação Orientada a Serviços) e da Internet do Futuro. Atualmente coreografias de serviços Web possuem vários desafios de pesquisa, dos quais a qualidade de serviço (QoS) e o monitoramento de coreografias de serviçosWeb são linhas importantes. O objetivo deste trabalho é propor e implementar um mecanismo de monitoramento não intrusivo de coreografias de serviços Web baseado em SLAs (Acordos de Nível de Serviço) que especificam as restrições de atributos de QoS de maneira probabilística. Esta dissertação propõe um mecanismo para coreografias de serviços Web que: (1) define requisitos de QoS; (2) especifica contratos probabilísticos sobre parâmetros de QoS usando SLA; e (3) realiza um monitoramento não intrusivo de coreografias de serviços Web para detectar violações de SLA. / Web services choreographies are a more scalable and flexible way to compose services than a centralized approach like orchestrations, and its role in the integration and communication of large-scale systems is vital for the goals of SoC (Service Oriented Computing) and Future Internet. Currently,Web services choreographies have several research challenges. From all challenges, quality of service (QoS) and monitoring of Web services choreography are important research lines. The goal of this work is to propose and implement a mechanism for non-intrusive monitoring of Web services choreography based on SLAs (Service Level Agreements) that define constraints of QoS attributes in a probabilistic way. This thesis proposes a mechanism for Web services choreographies that:(1) defines QoS requirements; (2) specifies probabilistic contracts on QoS parameters using SLAs; and (3) monitors, non-intrusively, the enactment of Web services choreographies to detect SLA violations.

Business Administration, Business Process and Supply Chain Management Degree Project (master), 15 higher education points, 4FE06E, Spring 2013 Authors: Jeremy Bellina, Olegs Bodins, Soeren Krieger and Mathilde Olivier Tutor: Roger Stokkedal Title: Managing Upstream Supply Chain in Order to Decrease Inventory Level: A Case Study on the Paper Merchant Papyrus Sweden. Background: The research is based on Papyrus Sweden, a paper merchant, which is facing a decrease in the demand of paper products. It was identified that inventory level reduction is now crucial for the company in order to stay in the market. Therefore, Papyrus Sweden is focused on inventory level and tied-up capital reduction in order to decrease costs and increase net profit. Purpose: This thesis aims to analyze the current situation in Papyrus Sweden in terms of inventory level and activities related to suppliers, and prepare recommendations which could help Papyrus Sweden to reduce its inventory level. Method: The data has been collected through interviews with managers from the supply chain department as well as through a data sample from Papyrus Sweden database given to the researchers. All data was analyzed and compared with the literature review. Data received from the database was processed and transformed in Microsoft Excel in order to make the analysis. Results: The analysis identifies issues in material planning methods, safety stock calculation, ABC-XYZ classification and forecast calculation, on which Papyrus Sweden could act in order to decrease its inventory level. Furthermore, the researchers identify two solutions Papyrus Sweden could implement with its suppliers in order to reduce inventory level which are a Service Level Agreement and a Vendor Managed Inventory system. Keywords: inventory level, material planning method, safety stock, ABC-XYZ classification, forecast calculation, replenishment lead time, supplier relationship, information sharing, Service Level Agreement (SLA), Vendor Managed Inventory (VMI) and Collaborative planning, forecast and replenishment system (CPFR).

Coreografias de serviços Web representam uma forma mais escalável e flexível de compor serviços do que uma abordagem centralizada como a orquestração, e seu papel na integração e comunicação de sistemas de larga escala é vital para os objetivos da SOC (Computação Orientada a Serviços) e da Internet do Futuro. Atualmente coreografias de serviços Web possuem vários desafios de pesquisa, dos quais a qualidade de serviço (QoS) e o monitoramento de coreografias de serviçosWeb são linhas importantes. O objetivo deste trabalho é propor e implementar um mecanismo de monitoramento não intrusivo de coreografias de serviços Web baseado em SLAs (Acordos de Nível de Serviço) que especificam as restrições de atributos de QoS de maneira probabilística. Esta dissertação propõe um mecanismo para coreografias de serviços Web que: (1) define requisitos de QoS; (2) especifica contratos probabilísticos sobre parâmetros de QoS usando SLA; e (3) realiza um monitoramento não intrusivo de coreografias de serviços Web para detectar violações de SLA. / Web services choreographies are a more scalable and flexible way to compose services than a centralized approach like orchestrations, and its role in the integration and communication of large-scale systems is vital for the goals of SoC (Service Oriented Computing) and Future Internet. Currently,Web services choreographies have several research challenges. From all challenges, quality of service (QoS) and monitoring of Web services choreography are important research lines. The goal of this work is to propose and implement a mechanism for non-intrusive monitoring of Web services choreography based on SLAs (Service Level Agreements) that define constraints of QoS attributes in a probabilistic way. This thesis proposes a mechanism for Web services choreographies that:(1) defines QoS requirements; (2) specifies probabilistic contracts on QoS parameters using SLAs; and (3) monitors, non-intrusively, the enactment of Web services choreographies to detect SLA violations.

Οι οικονομικές και τεχνολογικές εξελίξεις των τελευταίων ετών, η απελευθέρωση της αγοράς, οι ισχυρές κατά απαίτηση πολυμεσικές υπηρεσίες καθώς και ο αυξημένος αριθμός χρηστών των κινητών δικτύων υποδεικνύουν την αναγκαιότητα της σύγκλισης των δύο δικτυακών τεχνολογιών (κινητή τηλεφωνία και internet) με στόχο την παροχή υπηρεσιών Internet στο περιβάλλον των κινητών επικοινωνιών. Η παραπάνω απαίτηση οδήγησε στην δημιουργία του δικτύου επόμενης γενιάς NGN. Η διπλωματική αυτή εργασία ασχολείται με την μελέτη της αρχιτεκτονικής του επιπέδου υπηρεσιών και την υποστήριξη Ποιότητας Υπηρεσίας (QoS) σε δίκτυα Νέας Γενιάς. Συγκεκριμένα δίνεται έμφαση στις λειτουργίες ελέγχου, σηματοδοσίας και λειτουργιών αρχιτεκτονικής του QoS σε επίπεδο υπηρεσιών. Αρχικά, ορίζουμε την έννοια “QoS” όσον αφορά την οπτική του δικτύου και το χρήστη. Περιγράφονται η αρχιτεκτονική του στρώματος υπηρεσιών του δικτύου καθώς και οι λειτουργίες ελέγχου πόρου και αποδοχής των κλήσεων, που αποτελούν σημαντικό μέρος της αρχιτεκτονικής του NGN. Στη συνέχεια παρουσιάζονται αρχιτεκτονικές που προορίζονται για την παροχή του QoS (IntServ, DiffServ), στη Συμφωνία Στάθμης Παρεχόμενης Υπηρεσίας (SLA), το πρωτόκολλο σηματοδοσίας COPS. Επίσης, δίνουμε έμφαση σε ορισμένες πτυχές (χρονοδρομολόγηση, διαχείριση ουρών) μίας QoS αρχιτεκτονικής, οι οποίες είναι ζωτικής σημασίας όσον αφορά την αποδοτική παροχή Ποιότητας Υπηρεσίας. Στη συνέχεια, με τη χρήση του εργαλείου προσομοίωσης OPNET, διεξάγουμε μια σειρά προσομοιώσεων σε ένα ATM και σε ένα NGN δίκτυο. Τέλος, παραθέτουμε και αναλύουμε τα αποτελέσματα των προαναφερθέντων πειραμάτων. / The concept of an NGN (Next Generation Network) has been introduced to take into consideration the new realities in the telecommunications industry, characterized by factors such as: competition among operators due to ongoing deregulation of markets, explosion of digital traffic, e.g.,increasing use of "the Internet", increasing demand for new multimedia services, increasing demand for a general mobility, convergence of networks and services, etc. This thesis has as subject the architecture of service stratum and presents an overview of standards functions defining the Quality of Service (QoS) in Next Generation Networks (NGNs). Several standards bodies define the QoS control architectures based on their scope of work. Specifically, emphasis is given to control functions, signalling and functional architecture of QoS in service stratum. Firstly, we define the meaning of QoS according to the view of the operator’s network and terminal users. The functional architecture of service stratum and especially the part of resource and admission control functions are described in the main body. Furthermore, architectures as IntServ and DiffServ, SLAs and COPS protocol are used as providers of the QoS. Scheduling and queuing management are necessary to optimize the QoS in NGN networks. In this project, we use OPNET simulator in two scenarios to determine construct and control ATM and NGN networks. Finally, collect the results of the experiments and analyze them.

隨著主管機關對金融商品規定的鬆綁，金融機構業務型態的變化越來越多，量也越來越大，對資訊系統依賴的程度也越來越高。其中，證券公司業務的執行及對客戶的服務，更是高度依賴IT服務的可用性、可靠性、安全性和表現的效能。然而，IT與業務部門需求認知上的落差及IT部門在企業內扮演角色認知上的錯誤及不當的IT管理方式，反而讓問題的發生層出不窮，IT也經常落入問題處理的深淵。 問題的複雜度雖然不斷提高，相對於業務單位對系統穩定性的要求卻更高。問題是：企業不可能因為追求效率上的完美而不斷花錢投入IT資源。在IT資源有限的情況下，IT部門須對這些問題，進行更有效的管理及回應。因此，IT治理不僅已成為金融機構實現業務目標的基本要素，也是獲取客戶信任不可或缺的元素。本論文則嘗試透過導入行之有年的ITIL管理方法，協助解決證券公司資訊部門的困境。 為能達到良好的IT服務治理結果，本研究針對業務單位對IT部門所提供的資訊服務期望，透過ITIL的服務水準管理流程（Service Level Management，SLM）來加以定義及描述。主要做法： 1.利用ITIL流程改善模型（Process Improvement Model）的四階段步驟，參考營業服務管理（Business Service Management，BSM）的觀念與做法，讓IT單位與業務部門能有更好的溝通。 2.依據溝通的結果產出實際可行之服務水準協議。簡言之，即是由使用者的角度去找出所需達到的IT服務標準。還可依此畫出營業服務與IT服務間之對應關係，明確彼此的責任。 3.透過重複不斷的檢討與回饋，讓IT服務能越來越符合實際業務的需要。 本研究發現，透過案例「致富快手」系統在服務水準管理流程中所獲得的業務單位對IT部門的服務期望資訊，對照現況IT部門的服務表現與目標水準的差異分析。的確可以協助IT部門就資訊服務的提供現況來推導，以獲致未來可進行服務改善的目標項目。而不再是以個人的直覺來進行系統維護與IT投資，這些效益還包括： 1.增進IT了解自己在企業營運上的價值貢獻；體會與業務單位的分工合作關係，減輕彼此的對立。 2.營業服務關鍵流程協助IT部門進行資源佈署，優化IT投資。 3.對營業服務關鍵流程，提供一具體、可量化的衡量標準與描述。可依此建立SLA與OLA。 4.服務期望與服務現況比較，了解IT服務對營業服務支持程度。 5.服務期望與服務現況差異化分析，為日後服務改善之依據。 6.營業服務與IT資源對應，明確IT資源關鍵元件；為備援建置及容量管理之重點對象。 7.以Business/IT知識庫檢視監控機制涵蓋程度，做為服務改善之目標。 8.透明IT營業支援服務體系，增進雙方溝通與問題處理有效性。 研究中也發現，服務水準管理流程只是在規範IT服務相關單位的行為活動。也就是說，服務水準管理流程其實只是在訂定IT服務的目標，至於應如何來實現，仍須藉由其他服務提供(Service Support)流程的有效支持；改善的具體實現，又會反應在服務水準指標的執行結果上，兩者其實為互相呼應，相輔相成的因果關係。 / As the finance production deregulates, the financial institutions could run more and more various businesses. In order to offer quality service, it’s necessary to have IT support in the back. So does Security Corporation. The business performances of a security corporation almost depend on an available, reliable, and secure IT services. However, there are some problems occurred between the business and IT units. In one hand, they both have misunderstanding in cognition to the other party; on the other hand, passive attitude and ineffective management of IT department made two groups always unsatisfied to each other. Furthermore, the spending of IT investment in a company is limited, but the business units continually require of better performance requirement. The atmosphere between two parties is in tension. For solving those problems, the study of IT governance comes out. It helps organization offer better IT service under limited resources. Moreover, IT governance is not only the effective method to realize business object, but the important one to obtain the customers’ trust. As the result, we use one of IT governance methodology, ITIL (IT Infrastructure Library), to resolve the predicament of IT department in the security corporation. In this paper, we identify the expectation to IT service from Business units using the concept of SLM (Service Level Management) module described in ITIL. Our analysis steps are as follow: I.Understand the needs: We use the “Process Improvement Model” in ITIL and the concept in BSM (Business Service Management) to analyze the “real” requirements from business units. II.Settle and implement the agreements: After clarify the relationship between business function and IT service, the most important document in SLM, SLA (Service Level Agreement), will be ready for recording the result of negotiation of two parties. It’s also good for addressing the responsibility. III.Review and improve the IT services: After implement, it’s necessary to review the result, and get the feedback for next service improvement. By continuous improvement, IT service will be able to match the business needs. In the case, we conduct the gap analysis between the expectation of business department and real performance of IT service. It helps IT department to understand “where we are” and “what we want”. Through the result of the comparison, it provides an obvious direction for service improvement, instead of by “intuition” only. It also includes other benefits like that: I.The IT department can realize its role in whole enterprise. It could have better cooperation with business department. II.The BSM helps IT manager to deploy its resources and optimize the investment in IT. III.The methodology provides a concrete, measurable standard and description to the business. It’s useful to establish the SLA and OLA (Operation Level Agreement). IV.The comparison between expectation and current status can show how the level of IT services support business services. V.The gap analysis provides the direction of service improvement. VI.The IT resources components are highlighted. Those components are major objects in backup mechanism and capacity management. VII.The Business/IT Knowledge base helps to review the range of monitor. VIII.The IT support system can be revealed. It is benefit to communication and problem management. The study shows that Service Level Management focus on how to restrict the action of IT Services provider. In other words, the whole process just helps to fine out the object of IT Services. It also needs support of other Service Support processes. Furthermore, the services’ quality improve will be showed by the Service Level Index. The SLM and other process complement to each other. To sum up, SLM is good for IT units to identifying needs and catching them. However, it should implement with other process to get better effect.