Its recognized that in the organizations the information has become an asset of paramount importance. Analyzing this trend, one realizes that, in the same way, the evolution and dynamics of the threats and security incidents on this asset is an indisputable fact. Moreover, its essential that those responsible for organizational management in the companies strive to monitor the incidents related to the area of Information Technology (IT), acting in a timely manner about these issues, treating them in a proactive and intelligent, way allowing the accurate and rapid decisions, aimed at ensuring continuity of business. This paper presents a tool for incident management related to it service and systems, called SDvPC (Service Desk via Portal Corporativo), which includes a Service Desk to a corporate portal and provides in a centralized way, formal procedures for reporting and scheduling the problems identified by users in an organization. The tool helps to ensure that the weaknesses of the organization are reported in a quickly and simply, as soon as possible, and allows proactive management of incidents in the area of IT to explore the quantification of qualitative data collected in the Service Desk and the grouping of incidents using multivariate analysis. As a result, SDvPC allows the tacit knowledge of the failures, shortcomings and difficulties attached to the IT services and systems in an organizational environment, providing vision and strategic planning on the activities of the support area. / É reconhecido que no cenário atual das organizações a informação tornou-se um ativo de suma importância. Analisando esta tendência, percebe-se que, da mesma forma, a evolução e o dinamismo das ameaças e incidentes de segurança sobre este ativo é um fato incontestável. É fundamental que os responsáveis pela gestão organizacional das empresas envidem esforços para monitorar os incidentes relacionados à área de Tecnologia da Informação (TI), atuando de forma pontual sobre esses problemas, tratando-os de maneira pró-ativa e inteligente, possibilitando assim a tomada de decisões precisas e rápidas, objetivando a garantia de continuidade do negócio. Esta dissertação apresenta uma ferramenta de gestão de incidentes relacionados a serviços e sistemas de TI, denominada SDvPC (Service Desk via Portal Corporativo), que integra um sistema de Service Desk a um Portal Corporativo e disponibiliza, de forma centralizada, procedimentos formais de reporte e escalonamento dos problemas identificados pelos usuários em uma organização. O SDvPC auxilia para que as fragilidades da organização sejam notificadas de maneira ágil e simples, tão logo quanto possível, e permite a gestão próativa de incidentes na área de TI ao explorar a quantificação dos dados qualitativos coletados no Service Desk e o agrupamento dos incidentes através da análise multivariada. Como resultado, esta ferramenta possibilita o conhecimento tácito da falhas, deficiências e dificuldades agregadas aos serviços e sistemas de TI em um ambiente organizacional, possibilitando a visão e o planejamento estratégico sobre as atividades da área de suporte.

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>