ICT Services Research Articles

БИЛИМЛАР ИҚТИСОДИЁТИНИНГ ЎЗИГА ХОС ХУСУСИЯТЛАРИ

The article highlights the specific features of the knowledge economy in the context of the country's innovative development. The conditions of the country for the introduction of the knowledge economy are identified and analyzed, such problems as ICT services are not fully implemented, and the level of their export is low. Based on the obtained scientific and practical results, scientific conclusions are formed and recommendations are developed.

Combining SABSA and Vis4Sec to the Process Framework IdMSecMan to Continuously Improve Identity Management Security in Heterogeneous ICT Infrastructures

Identity management ensures that users have appropriate access to resources, such as ICT services and data. Thereby, identity management does not only identify, authenticate, and authorize individuals, but also the hardware devices and software applications which the users need for access. In consequence, identity management is an important element of information security management (ISM) and data governance. As ICT infrastructures are constantly changing, and new threats emerge, identity management has to be continuously improved, just like any other business process. In order to align the identity management process with business requirements, and provide a systematic approach supported by reporting and supporting visualizations, we apply Sherwood Applied Business Security Architecture (SABSA) and Visualization for Security (Vis4Sec) together in our approach, IdMSecMan (identity management security management). We first introduce IdMSecMan, before applying it to the central technical process activities of identification, authentication, and authorization. Our approach is underlined by a case study. Thereby, we, for example, see that enabling multi-factor authentication in organizations impacts other areas that may be overlooked without a structured approach. With IdMSecMan, we provide a process framework to align all decisions and to constantly improve identity management within organizations and inter-organizational collaborations.

DATA WAREHOUSE MODEL BASED ON KIMBALL METHODOLOGY TO SUPPORT DECISION MAKING IN ASSET MAINTENANCE

ITSM e-Prime is an ICT service management application based on ITSM framework owned by Pusintek that includes service desk, incident management, problem management, change management, release management, and configuration management processes. Currently there is a problem in determining the number of devices that will be included in the device maintenance contract or determining the number of devices that need to be replaced in a given year. The objective of this research is to build an asset management data warehouse so that it can be utilized by the Data Analysis and Presentation Team to produce a dashboard that presents data on network infrastructure assets that need to be maintained or replaced for budget planning needs. This descriptive verification analysis research used nine out of ninety tables from the ITSM e-Prime application and applied dimensional modeling Kimball to build a data warehouse because this methodology offers high query performance and understandable by end-user. The resulting data warehouse were tables in the form of star-schema. The tests were carried out by qualitative methods, namely quality testing by users (user acceptance test and blackbox testing) and quantitative method, namely comparing the number of infrastructure devices included in the maintenance contract in 2022. The final result of this research is a data warehouse consisting of fact table F_infrastructure and dimension table D_Merk, D_Area, D_Kategori, D_EoS, D_Garansi, and D_StatusPemeliharaan with acceptance percentage of 95% based on the test results.

Healthy Ageing: A Decision-Support Algorithm for the Patient-Specific Assignment of ICT Devices and Services.

In response to rapid population ageing, digital technology represents the greatest resource in supporting the implementation of active and healthy ageing principles at clinical and service levels. However, digital information platforms that deliver coordinated health and social care services for older people to cover their needs comprehensively and adequately are still not widespread. The present work is part of a project that focuses on creating a new personalised healthcare and social assistance model to enhance older people's quality of life. This model aims to prevent acute events to favour the elderly staying healthy in their own home while reducing hospitalisations. In this context, the prompt identification of criticalities and vulnerabilities through ICT devices and services is crucial. According to the human-centred care vision, this paper proposes a decision-support algorithm for the automatic and patient-specific assignment of tailored sets of devices and local services based on adults' health and social needs. This decision-support tool, which uses a tree-like model, contains conditional control statements. Using sequences of binary divisions drives the assignation of products and services to each user. Based on many predictive factors of frailty, the algorithm aims to be efficient and time-effective. This goal is achieved by adequately combining specific features, thresholds, and constraints related to the ICT devices and patients' characteristics. The validation was carried out on 50 participants. To test the algorithm, its output was compared to clinicians' decisions during the multidimensional evaluation. The algorithm reported a high sensitivity (96% for fall monitoring and 93% for cardiac tracking) and a lower specificity (60% for fall monitoring and 27% for cardiac monitoring). Results highlight the preventive and protective behaviour of the algorithm.

The role of purchasing in raising the maturity of smart maintenance management

PurposeThe aim of this study is to provide insights into how the purchasing function can increase the maturity of smart maintenance management (SMM) in construction clients by (1) assessing current SMM maturity and (2) developing an adapted service triad for purchasing's meaningful involvement in SMM.Design/methodology/approachA multiple case research design was used, and data were collected from four higher education institutes in the Netherlands through an assessment of their current SMM maturity. Coding and a cross-case analysis were used to qualitatively analyze the data to identify roles and value chain integration factors as intermediate steps in adapting the service triad to a service hexad.FindingsWithin construction client organizations, collaboration between maintenance management, project management and ICT services requires improvement. The proposed service hexad redefines the client's SMM roles with the aim of improving collaboration. The authors discuss how this enables a transition to higher levels of SMM maturity.Research limitations/implicationsThe findings were derived from a particular class of construction clients: higher education institutes that operate owner-occupied properties. Although the service hexad could be adapted, to owner-occupied multi-user properties, further research is necessary to assess its relevance for investor-owned properties.Practical implicationsImplementing the service hexad provides construction clients with a stronger position in supply networks. It clarifies the briefing process in construction management and emphasizes the data supply responsibilities of construction management professionals.Originality/valueThe study draws on the service triads and meaningful involvement concepts from the purchasing literature and applies them to SMM.

Proposed Design of Performance Management System for Business-to-Business Information and Communication Technology of State-Owned Enterprises in Indonesia

As the market competition for ICT products and services for businesses continues to increase, ICT B2B companies are expected to improve their performance in order to win market share. Design and implementation of Performance Management Systems (PMS) are essential components of management control systems for providing the best business solutions. This research proposes a modification of the Malcolm Baldrige Criteria for Performance Excellence (MBCfPE) and Knowledge-Based Performance Management System (KBPMS) frameworks for ICT B2B, given that MBCfPE is utilized for assessing performance excellence in SOEs. The design of the framework incorporates three perspectives: organizational results, internal process, and resource capabilities. According to the research, there are a total of x performance indicators. Using correlation analysis of historical performance indicators to determine the relationship between indicators. The weighting of the performance indicators is based on the scoring reference from MBCfPE. Therefore, the modification of KBPMS design with MBCfPE-based scoring provides an excellent depiction of the performance of B2B ICT at Indonesian SOEs.

The Effect of Cyber Security Risks on E-Governance usage: A Case Study of Tanzanian Immigration Department

The use of e-Governance, has offered citizens a convenient, efficient and transparent manner of enjoying most important services. However, ICT services are prone to cyber security threats which can hinder the effective and efficient usage of e-Governance services. This study assessed the effect of cyber security threats and risks on the Tanzania e-Governance services usage at the Immigration department. The study has used an exploration research design to collect primary data from 113 randomly sampled respondents at the Tanzania Immigration department. The data was analysed descriptively to determine the frequency and mean relationships between the variables. Additionally, a regression model has been used to determine the direction of relationships between the independent and dependent variables. The findings revealed that 93.8% of the respondents are aware of the e-Governance services. However, this is not proportional to the e-Governance usage since only 27.4% of the responding officers indicated that they are frequent users of the service. The study further indicate that the system faces minimal security risks at the department which is a result of well-established security defense system such as the use of strong and frequent password change. The study recommends e-governance service operators should constantly monitor the systems to identify threats, develop a more user-friendly architecture, and promote adoption among Tanzanians.

Adoption of information and communication technology on service delivery in federal university libraries in Nigeria

The aim of this study is to investigate effects of the adoption of ICT facilities on service delivery in federal university libraries in Nigeria. With the advent of Information and Communication Technologies, provision of library services to users has considerably changed. As a result of these changes, library users are expected to witness changes in search of their day to day information needs in the library for maximum satisfaction. In order to be enterprising, library professionals have fully incorporated the use of ICT facilities in their operation and services. The study was purposively determined level of adoption of ICT facilities and services were survey research designed was adopted using the population of Two hundred and Seventy three (273) librarians as the sample size for the study. Data collection was carried out using questionnaire as an instrument where data analysis was done using frequency counts for answering research questions while hypothesis was tested using chi-square. The study found adequate level of adopted ICT facilities and library services in first-generation federal university libraries and concluded that since the findings of the study indicates a relationship between the level of facilities and services (including educational services) provided, the need for substantial investment in ICT and continuous upgrading of existing facilities and training become imperative for optimal benefits of modern education. The study finally recommended that; librarians should be given adequate and continuous training to effectively operate the ICT facilities.

EU – US comparison of approaches to cybersecurity certification and standardization

The increasing dependence of the information society on the confidentiality, availability and integrity of information and communication systems is forcing countries to introduce regulations to protect key infrastructures and systems. One of the tools of this regulation is the standardization and certification of ICT products and services. This area has undergone dynamic development in recent years, both in terms of the method of regulation and the approach to defining security requirements. This paper compares approaches to cybersecurity standardization and certification in the US and the EU, particularly in the context of new and pending legislation in the EU in the form of the Cybersecurity Act and the forthcoming Cyber Resilience Act. The paper aims to identify the differences between these regimes and their compatibility from the perspectives of certification providers, vendors and users.

An Empirical Investigation of Computer Literacy Among Students of College of Health Sciences and Technology in Kebbi State

This study was conducted to find out the level of computer literacy among students of college of health technology. Three research questions were raised for answering and three null hypotheses are formulated to guide the study. Descriptive survey design was used in which 2,204 students of college of health sciences and technology, Jega constituted the study's population. The sample of the study is drawn from seven Departments of the school with total sum of three hundred and twenty-seven (327) using Krejcie & Morgan, 1970 table. The instrument used for the study was a questionnaire and two hundred and eighty-three (283) were returned, consisting of 180 males and 103 females. The instrument was validated by experts and test-retest method was employed in determining the reliability coefficient. Sperman's rank-order coefficient was used and 0.71 was achieved, making the instrument legitimate for usage. Simple percentages, mean and SD were used to analyse the data obtained. It was found that majority of the students got access to computer from neighbours and friends rather than school. The study further revealed that students of college of health sciences and technology in Kebbi state possess an average level of computer literacy. It was recommended that computers and ICT facilities and services should be provided in our institutions.

Implementation of artificial intelligence in Indonesia

In recent years, technology adoption in Indonesia has begun to use advances in artificial intelligence (AI) to improve services. This change has had a significant impact on several institutions. This article provides an overview of the many institutions in Indonesia that are leveraging AI. A comprehensive review of 35 papers from the Scopus database was used to develop our methodology. Education, health care, ICT, licensing, transportation, and economic services are all well-represented in the existing literature, which puts AI into practice in various disciplines. We provide a framework for organizing governance research that identifies gaps in the existing literature and suggests future directions for research utilizing technology.

Assessing ICT and E-Government Services through UDC in Bangladesh: Rural Dwellers’ Economic Benefits

Assessing ICT and E-Government Services through UDC in Bangladesh: Rural Dwellers’ Economic Benefits

The ICT service trade and goods trade: Are they complementary in the digital era?

The ICT service trade and goods trade: Are they complementary in the digital era?

ICT service exports in South Asia: a cross-country forecasting approach

ICT service exports in South Asia: a cross-country forecasting approach

ICT usluge kao faktor finansiranja deficita tekućeg računa Republike Srbije

The continuous current account deficit represents one of the most significant limitations of the economic development of the Republic of Serbia. The presence of a long-term current account deficit imposes the obligation to find the sources of its financing. During the last decade, the secondary income account played an important role in financing the current account deficit, primarily due to a stable inflow of remittances from abroad. Since 2011, the services trade surplus has been also contributing to offsetting the balance of payments deficit to an increasing extent mainly owing to the rising export of ICT services. Therefore, the goal of the paper is to identify the importance of ICT services in achieving the service trade surplus and, thereby, also in financing the current account deficit.

Armenia's Innovation Output: What Should We Do?

In the paper, the indicators characterizing the innovation output of RA have been studied and analyzed, particularly patent applications, utility models, trademarks, high-tech exports, ICT services exports, and several other indicators typical to creative activity. Armenia is generally in a better position with innovation output than in innovation input. However, in the past, the RA innovation input/innovation output ratio, or in other words, efficiency, was higher. Most indicators characterizing the output have an increasing tendency, however, the number of patent applications has decreased in recent years. At the same time, the number of patent applications registered in the USA by the RA residents is increasing. If the trend continues, it is possible that in the RA, as in several developed European countries, the number of patent applications registered in the national patent office will be significantly less than those registered in the USA. The analysis shows that in recent years there is a tendency to decrease the number of aggregate patent applications of the RA residents. The study of international experience shows that innovation vouchers are widely used in many countries to encourage patenting and innovation activities in general, so policymakers in this direction in the RA should also consider the possibilities of using this tool.

UTILIZATION AND BARRIERS OF INFORMATION AND COMMUNICATION TECHNOLOGIES (ICTs) IN FEDERAL COLLEGES OF EDUCATION LIBRARIES IN THE NORTH-WEST, NIGERIA

The aim of this study is to assess the extent of utilization and barriers to ICTs in the libraries of the seven Federal Colleges of Education in the north-western part of Nigeria. The study employed a survey research design and a stratified random sample. A sample size of 400 was determined through the Taro Yamane Formula from the target population of 23,890 (libraries staff, teaching and non-teaching staff, and NCE students). Data was collected using a structured questionnaire and analyzed using the mean and standard deviation scores. Findings indicated a moderate extent of utilization of ICT services available in the federal colleges of education libraries in the northwest of Nigeria. Also, the study observed the presence of insufficient ICT facilities, a lack of provision for internet connection, insufficient funding, inadequate power supply, a lack of well-trained personnel, and inadequate ICT facility maintenance in the college as barriers to ICTs in libraries. On this note, the authors recommend the need for sufficient ICT facilities, internet connections, funding; power supplies, trained personnel; and facility maintenance to allow for greater utilization of ICTs in libraries.

Integrating Project Management, Software Development, and Knowledge Management Models: A Case Study in a Public ICT Services Organization

In project-based organizations knowledge is a critical resource used to develop and deliver products and services with a high level of quality. Therefore, a systematic and sustainable process is necessary to coordinate knowledge management, project management and product lifecycle. This scenario predominates in companies focused on the creation and maintenance of information systems. This article presents an exploratory study based on a framework that integrates cognitive, managerial, and operational processes in a public Brazilian organization that provides services in the area of information and communications technology, focusing on the construction and maintenance of information systems. Those processes are operationalized by three management models considering knowledge, project, and software development processes. Our proposal aims to understand the relationships between those three management models and their influence on the software development process in the organization under study. Our premise is based on the principle that cognitive management, project management, and software development management must be integrated to fulfill the demands of product development and service provision. The research data was composed of registers of working hours spent on software development and maintenance projects involving 244 people allocated to 5064 projects in the period from 2007 to 2013. The study resulted in the identification of the relationships among the three management models adopted by the organization, with emphasis on knowledge management activities, which were not directly identified, making it difficult to account for and measure them. We established a set of activities connected to each one of the knowledge management model phases. Since those activities were not visible before, our approach contributed to build a systematic process to register and relate activities linked to the dimensions of cognitive processes, project management, and software construction.

Changes in industry and services sectors in Poland during the COVID-19 pandemic

In 2020, the World Health Organization announced the global COVID-19 pandemic, which was followed by unprecedented constraints on society and the economy. The restrictions imposed had an impact on the transformation in industry and services sectors. The pandemic, however, affected particular industry sections and types of services to a different degree. Overall, the industry sector is assumed to have been less affected by the crisis, because the government restrictions did not embrace industrial production for the most part. Services faced a different situation; some of them were not provided due to top-down decisions. Therefore, the vulnerability of industry and services to such a strong external impact varies. The article aims to identify the degree and trends in changes in industry and services sectors during the COVID-19 pandemic and to determine the regularities stemming from a different degree of vulnerability of both sectors to such a powerful external stimulus. The study examines changes occurring in different industries and types of services (by the Polish Classification of Economic Activity/NACE 2.0) by way of statistical indicator analysis and using Statistics Poland and Eurostat data.
 The conducted analysis of the COVID-19 pandemic influence on the industry and services sector leads to the conclu- sions that its impact on the industry sector was very time-limited—a sharp fall in gross value added in industry oc- curred mainly in the second quarter of 2020. The pandemic had a modest effect on industry employment, primarily as a result of anti-crisis shields and the will to maintain the potential of labour resources. In the services sector, accommo- dation and food services suffered the most. The significant falls were noted in the transport section as well as cultural, sports and personal services. Business services which were transferred to the Internet and were provided online ended up the most resilient. The ultimate winner of the pandemic is ICT services, especially electronic ones, which have re- placed, wherever possible, traditional types of services.

Who Adopts Industry 4.0 Technology?

While there are high expectations for the potential of Industry 4.0, we know little about how widely firms use related technologies. This study aims to describe the current status of Industry 4.0 technology adoption and identify the determinants. Compared to most existing studies that focus on specific industries or limited sets of firms, we present more comprehensive adoption patterns across different industries and firms by examining a rich dataset of 9,129 firms from the 2015-2018 Survey of Business Activities conducted by Statistics Korea. Using the Technology-Organization-Environment framework, we also analyze the determinants of the firm's technology adoption. Our main results are 1) ICT service, finance, and ICT manufacturing are early adopters of Industry 4.0 technologies; 2) while cloud and big data show relatively high adoption rates (4.52% and 4.36%), AI is used by only a small share of firms (2.74%); 3) firms with greater technological readiness and greater size are more likely to adopt Industry 4.0; and 4) environmental factors, such as spillovers, appear to have significant impacts on firms’ technology adoption. Our findings allow us to identify the characteristics of early adopters and consider the potential consequences of the uneven adoption of Industry 4.0.