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M. Tech. Business Administration (MBA) / Information technology (IT) services have become strategic to business. Complex IT environments are usually managed according to a service management framework of which the Information Technology Infrastructure Library (ITIL) is the de facto standard. Due to a lack of studies on service quality and the Information Technology Infrastructure Library in South Africa, this research was focused on how service quality is perceived by the business after the adoption of the Information Technology Infrastructure Library. The purposes of this research were: to identify which dimensions of service quality contributed most significantly to the service quality gap; to determine what the perceptions of service quality were after the implementation of the Information Technology Infrastructure Library; and how the opinions of service quality differ between the Information technology division and the business.

The main focus of the study was to find out whether tertiary institutions such as the University of North-West (now North West University- Mafikeng Campus) can handle the Help Desk effectively, with regard to IT staff workloads and skills, and students' and staff IT skills. The aim of the research was to examine the extent to which users can make use of the help desk for different sectors of the university community (administrative, academic, support personnel and students). The study looked at the structure of a user help desk appropriate for the North West University (Mafikeng Campus), and also examined the distribution and channels to be used for a user help desk. The assumption was made that a help desk at the North West University (1'v!aftkeng Campus) can provide services of high quality to its entire community. A questionnaire was used to solicit the perceptions of the university community towards the introduction of the Information System's helpdesk. The respondents' responses were then analysed with the use of spread sheet tables. The target was 150 respondents of which 120 managed to respond to the questionnaire. Most of the participants agreed that they were prepared to accept changes brought about by the use of help desk. The study also revealed that there were serious problems at the NWU (Mafikeng Campus) regarding shortage of support received from the Information Technology department of the University. The researcher therefore recommends that the automated Helpdesk be introduced as soon as possible so that the users can become familiar with it. In general the skill of staff and students are actually good and most of them will welcome the help desk. The IT staff workload is more with few members of staff, and the recommendation is that there is a need to implement the help desk. / (MBA) North-West University, Mafikeng Campus, 2004

Aujourd’hui, il ne s’agit plus seulement aux institutions de microfinance d’accorder des crédits mais de s’assurer que leurs activités contribuent bien au développement économique et social des territoires. Ainsi, pour améliorer leur performance totale, les institutions de microfinance sollicitent des structures susceptibles de les accompagner dans le processus d’identification et de formulation des besoins mais aussi, pour la mise en place d’actions concrètes pour leur réalisation. Plusieurs organismes de développement et prestataires offrent donc de l’accompagnement technique aux institutions de microfinance. Ce travail de thèse a pour objet d’appréhender le modèle d’accompagnement technique des institutions de microfinance en interrogeant à l’aide de grilles d’entretien des salariés d’organismes de développement en France, des consultants, des salariés d’IMF, des membres du Conseil d’Administration d’IMF, des structures étatiques au Burkina Faso et au Sénégal. Cette démarche nous a permis de noter que : l’accompagnement est toujours à réinventer en fonction du contexte et de la réalité spécifique de chaque organisation, aucun accompagnement ne se ressemble et un bon accompagnement est un accompagnement participatif qui crée de la valeur ajoutée, un changement, une évolution constatée qui doit prendre en compte tous les enjeux, les implications de la demande de l’institution de microfinance, être un accompagnement sur mesure. / Nowadays, it is no longer just microfinance institutions to grant credit but to ensure that their activities contribute to the economic and social development of territories. Thus, to improve their total performance, microfinance institutions solicit structures that can support them in the process of identification and formulation of needs but also, for the implementation of concrete actions for their achievement. Several development organizations and service providers therefore offer technical support to microfinance institutions. This Thesis work aims to formalize the process of technical support for microfinance institutions by interviewing stakeholders. This approach allowed us to note that: support is always reinvented according to the context and the specific reality of each organization, no support is alike and good support is a participatory support that creates added value, a change, an evolution noted that must take into account all the issues, the implications of the request of the microfinance institution, be a tailored accompaniment.

<p>This mini-thesis attempts to explain the Information and Communications Technology (ICT) infrastructure in public schools in the Western Cape. The mini-thesis uses the case study as research design to explore aspects such as the motivation for using ICT, funding models, infrastructure models, ICT curriculum integration and teacher development. In order to gather data on the above, interviews and observations are used as research tools. The study begins with the exploration of the history of ICT infrastructure in South African schools and subsequently an international perspective is added through the literature review. Officials and teachers of the Western Cape Education Department (WCED) were interviewed to obtain their perspectives and a school was visited to observe procured ICT infrastructure. The results revealed that the WCED is using the Khanya project to deliver an ICT infrastructure to schools and to provide facilitation in the integration of ICT into the curriculum. It further showed that due to the rapid change in technology, Khanya had to adapt the hardware configuration on a regular basis and that this put considerable strain on and already small budget for ICT. The challenge that emerged is the lack of adequate ICT training for teachers. This could potentially hamper the integration of ICT and if not addressed, could serious hamper the WCED in its quest to deliver a technology based curriculum. The study concludes with conclusions drawn for the data as well as recommendations for effective ICT integration.</p>

The objective of the PhD thesis is the analysis of the institute of the exhibition of documents (of an evidentiary nature and technical support) in the Spanish civil procedure. It deals with addressing a momentous problem of the practice of documentary evidence: the access to the document on behalf of whom intends to introduce it in the procedure, when this is found in the power of the opposite litigant or of a third party beyond the procedure. The issue until now, hasn't been worthy of a monographic approach in Spanish Law, in open contrast to what occurs with more advanced legal systems of our environment. In this work, what has been examined is the existing scientific bibliography, which deals with the different general aspects of the exhibition of documents, as well as abundant jurisprudence; it has dealt with providing the institution from a solid doctrinal base, as well as the resolution of numerous practical and theoretical problems that arise, analyzing the different mechanisms that the legal system offers in order to allow the litigant access to the documents that are required so as to advance the claims which I have attached in the procedure. Particularly, the subject of the exhibition of technical support has been tackled, a matter entailing new, special problems, which until this point, have hardly been studied. / El objetivo de la tesis doctoral es el análisis del instituto de la exhibición de documentos (de índole probatoria y soportes informáticos) en el proceso civil español. Se trata de afrontar un problema trascendental de la práctica de la prueba documental: el acceso al documento por parte de quien pretende introducirlo en el proceso, cuando éste se halle en poder del litigante contrario o de un tercero ajeno al proceso. La cuestión no ha merecido hasta la actualidad un tratamiento monográfico en Derecho español, en abierto contraste con lo que sucede con los ordenamientos jurídicos más avanzados de nuestro entorno. En la obra se ha examinado la bibliografía científica existente que trata sobre los diferentes aspectos generales de la exhibición documental, así como abundante jurisprudencia y se ha tratado de dotar a la institución de una base doctrinal sólida, así como de resolver numerosos problemas prácticos y teóricos que se plantean, analizando los diferentes mecanismos que ofrece el ordenamiento jurídico para permitir el acceso a los documentos al litigante que los precisa para hacer prosperar las pretensiones que adujo en el proceso. En especial, se ha abordado el tema de la exhibición de soportes informáticos, materia que entraña muy especiales y novedosos problemas, hasta el momento escasamente estudiado. / L’objectiu de la tesi doctoral és l’anàlisi de l’institut de l’exhibició de documents (de naturalesa probatòria i suports informàtics) en el procés civil espanyol. Es tracta d’afrontar un problema transcendental de la pràctica de la prova documental: l’accés al document per part de qui pretén introduir-lo en el procés, quan aquest es trobi en poder del litigant contrari o d’un tercer aliè al procés. La qüestió no ha merescut fins a l’actualitat un tractament monogràfic en el Dret espanyol, en obert contrast amb el que succeeix en els ordenaments jurídics més avançats del nostre entorn. A l’obra s’examina la bibliografia científica existent que tracta sobre els diferents aspectes generals de l’exhibició documental, així com abundant jurisprudència; s’ha volgut dotar a la institució d’una sòlida base doctrinal, així com resoldre nombrosos problemes pràctics i teòrics que es plantegen, analitzant els diferents mecanismes que ofereix l’ordenament jurídic per permetre l’accés als documents al litigant que els precisa per fer prosperar les pretensions que va adduir en el procés. En especial, s’ha abordat el tema de l’exhibició de suports informàtics, aspecte que comporta actuals i rellevants problemes, fins al moment escassament estudiat.

<p>This mini-thesis attempts to explain the Information and Communications Technology (ICT) infrastructure in public schools in the Western Cape. The mini-thesis uses the case study as research design to explore aspects such as the motivation for using ICT, funding models, infrastructure models, ICT curriculum integration and teacher development. In order to gather data on the above, interviews and observations are used as research tools. The study begins with the exploration of the history of ICT infrastructure in South African schools and subsequently an international perspective is added through the literature review. Officials and teachers of the Western Cape Education Department (WCED) were interviewed to obtain their perspectives and a school was visited to observe procured ICT infrastructure. The results revealed that the WCED is using the Khanya project to deliver an ICT infrastructure to schools and to provide facilitation in the integration of ICT into the curriculum. It further showed that due to the rapid change in technology, Khanya had to adapt the hardware configuration on a regular basis and that this put considerable strain on and already small budget for ICT. The challenge that emerged is the lack of adequate ICT training for teachers. This could potentially hamper the integration of ICT and if not addressed, could serious hamper the WCED in its quest to deliver a technology based curriculum. The study concludes with conclusions drawn for the data as well as recommendations for effective ICT integration.</p>

Magister Educationis - MEd / This mini-thesis attempts to explain the Information and Communications Technology (ICT) infrastructure in public schools in the Western Cape. The mini-thesis uses the case study as research design to explore aspects such as the motivation for using ICT, funding models, infrastructure models, ICT curriculum integration and teacher development. In order to gather data on the above, interviews and observations are used as research tools. The study begins with the exploration of the history of ICT infrastructure in South African schools and subsequently an international perspective is added through the literature review. Officials and teachers of the Western Cape Education Department (WCED) were interviewed to obtain their perspectives and a school was visited to observe procured ICT infrastructure. The results revealed that the WCED is using the Khanya project to deliver an ICT infrastructure to schools and to provide facilitation in the integration of ICT into the curriculum. It further showed that due to the rapid change in technology, Khanya had to adapt the hardware configuration on a regular basis and that this put considerable strain on and already small budget for ICT. The challenge that emerged is the lack of adequate ICT training for teachers. This could potentially hamper the integration of ICT and if not addressed, could serious hamper the WCED in its quest to deliver a technology based curriculum. The study concludes with conclusions drawn for the data as well as recommendations for effective ICT integration. / South Africa

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 master’s thesis is focused on an analysis and data evaluation of effectiveness of tool machines and their maintenance. There is a description of a technical production handling in the first part of the theoretical section. In the second part one of the most productive options to increase the productivity of the machine maintenance is described, and so it is the TPM (total productive maintenance). The practical part consists of an analysis of given dates and their evaluation for company needs. Recommendations and suggestions for the improvement are presented at the end of the thesis.