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Due to the development of the digital economy and the increasing importance of information technologies in modern companies, there is a need to ensure the required level of quality of information technology services provided. At the same time, one of the most important processes for achieving effective work of employees and technologies is incident management. The business user must have continuous access to the necessary resources of the information system, and the decision in the event of an incident should not be delayed indefinitely, suspending the business process in the company. Approaches to optimizing the incident management structure based on artificial intelligence tools, including machine learning, have been considered in the article. The positive aspects of using the artificial intelligence in incident management, real examples of companies and projects have been designated, and also the modern process of user support from detecting an incident until solving it has been analysed and presented.

Purpose: This paper analyzes the longitudinal development of outsourcing research and practical applications in aviation technical services through a comparison with information technology (IT) outsourcing to find commonalities, differences, and trends. Although these large knowledge-intensive industry segments have different boundary conditions, they both have a long history in outsourcing. Design/methodology/approach: Results from longitudinal expert interviews conducted in 2014 and 2020 are analyzed using a maturity model and compared to input collected from the literature. Findings: Outsourcing in both segments follows the path indicated in the maturity model, with some variations. In aviation technical services, elements from earlier maturity stages are retained both in research and practice, while in IT, new technologies bring the focus back to elements seen in lower maturity stages. Aviation has advanced further in maturity than IT outsourcing, despite IT being a larger and more widespread segment. Research limitations/implications: The interviews conducted were mainly with Finnish experts from internationally operating organizations. However, the possibility of geographical bias is considered small, as practices in both studied segments are truly international. Social implications: Well-functioning outsourcing is an essential part of modern organizations' strategic set-up. Understanding the longitudinal development patterns helps both vendors and clients to prepare and adapt for the future. Originality/value: Maturity models have not previously been used for a longitudinal study of outsourcing development. Comparing outsourcing in two large segments contributes to understanding of the effects of regulation, differing client preferences, and innovation.

Purpose: This paper analyzes the longitudinal development of outsourcing research and practical applications in aviation technical services through a comparison with information technology (IT) outsourcing to find commonalities, differences, and trends. Although these large knowledge-intensive industry segments have different boundary conditions, they both have a long history in outsourcing. Design/methodology/approach: Results from longitudinal expert interviews conducted in 2014 and 2020 are analyzed using a maturity model and compared to input collected from the literature. Findings: Outsourcing in both segments follows the path indicated in the maturity model, with some variations. In aviation technical services, elements from earlier maturity stages are retained both in research and practice, while in IT, new technologies bring the focus back to elements seen in lower maturity stages. Aviation has advanced further in maturity than IT outsourcing, despite IT being a larger and more widespread segment. Research limitations/implications: The interviews conducted were mainly with Finnish experts from internationally operating organizations. However, the possibility of geographical bias is considered small, as practices in both studied segments are truly international. Social implications: Well-functioning outsourcing is an essential part of modern organizations’ strategic set-up. Understanding the longitudinal development patterns helps both vendors and clients to prepare and adapt for the future. Originality/value: Maturity models have not previously been used for a longitudinal study of outsourcing development. Comparing outsourcing in two large segments contributes to understanding of the effects of regulation, differing client preferences, and innovation

В статье отмечается важная тенденция повсеместного активного перехода на цифровые технологии, способствующие развитию бизнеса и появлению принципиально новых видов услуг, а также объясняется разница терминов информационных и цифровых технологий. Авторы анализируют структуру и динамику российского экспорта услуг в сфере цифровых технологий, приводя подробную статистику мирового и российского экспорта данной группы и указанием основных импортеров России. Авторы также отмечают сложности, с которыми сталкиваются отечественные компании при выходе на зарубежные рынки и предлагают пути для решения задачи увеличения объема российского экспорта услугами на базе цифровых технологий.

This article deals with the deployment of an Internet of Things (IoT) technology within the energy industry (energy distribution) in the Czech Republic. The first part of the article is devoted to an assessment of the perspectives for developing IoT applications and implementing them within the economy, and then examines how the principles of multi-criteria decision-making are used to select IoT technologies for deployment in the energy industry. The selection of technology is also followed by the selection of the specific application with the highest potential benefit for the company using such a method to select the technology. The selection solution is demonstrated and further discussed from the technological and financial standpoints and illustrated via the example of choosing among two alternatives for a real-world application, very high voltage (VHV) frosting (in electric power transmission engineering, which is usually considered as any voltage between 52,000 and 300,000 V). The application solution is analyzed by how it relates to the direct vs indirect measurement of glaze ice. The result of this technical and financial analysis was that the direct glaze ice measurement variant is clearly the more advantageous one. The direct-measurement variant has a three-year payoff period, compared to six years for indirect measurement. Further, the benefits from the direct-measurement variant are 2.25 times larger than the other variant, and the five-year net profit value amounts to a profit for the direct-measurement variant while it results in a financial loss for the indirect-measurement variant. The recommended variant is to measure the icing of VHV lines directly.

Uredba (EU) 2016/679 Evropskega parlamenta in Sveta z dne 27. aprila 2016 o varstvu posameznikov pri obdelavi osebnih podatkov in o prostem pretoku takih podatkov ter o razveljavitvi Direktive 95/46/ES (Splošna uredba o varstvu podatkov) (v nadaljevanju: Uredba) je na področje varovanja osebnih podatkov prinesla veliko sprememb. Ena izmed njih določa, da je obdelava osebnih podatkov otroka, ki temelji na soglasju iz člena 6(1a) Uredbe in se nanaša na storitve informacijske družbe, ki se ponujajo direktno otroku, zakonita le, če takšno odobritev da ali odobri nosilec starševske skrbi otroka. Ker gre za nov predpis in se sodna praksa še ni razvila, se na to tematiko odpira mnogo vprašanj, na številna izmed njih pa še ni odgovora. Tako ni jasno, kaj naj bi pomenil termin, da se »storitev informacijske tehnologije ponuja direktno otroku«. Iz ohlapnih smernic organov Evropske Unije, bi se dalo razbrati, da so to tiste storitve, iz uporabe katerih se otroka izrecno ne izključi. Slednje bi pomenilo, da se ta člen nanaša tudi na družabna omrežja. Vsaj s strani omrežij: Facebook, Snapchat in Google, ugotovimo, da se tega člena, v kolikor je le mogoče izognejo. Kot osrednja pravna podlaga za obdelavo osebnih podatkov služi pogodba, člen 8 Uredbe pa se uporabi le v primeru, ko je za določen osebni podatek (na primer podatek o političnem mnenju, ki spada pod posebne vrste osebnih podatkov) potrebna izrecna privolitev in se ga ne more skriti pod namen izvajanja pogodbe. V pravilnikih posameznih družabnih omrežij lahko zasledimo neskladnosti z Uredbo, kot je na primer kršitev jasnosti in preprostosti jezika iz uvodne določbe 58, člena 7(2) ter 12(1). Najdemo tudi skrita in vnaprej odkljukana okenca, ki vsebinsko določajo obseg pooblastitev glede zbiranja podatkov o otroku, kar bi lahko bila kršitev uvodne določbe 32 Uredbe. Ugotovimo, da je prostora za izboljšave še na pretek in z zanimanjem lahko pričakujemo razvoj, ki ga bo ubrala Uredba in spremembe, ki jih bo še prinesla. Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data, and repealing Directive 95/46/EC (General Data Protection Regulation) (further on in this document: the Regulation) brought a lot of changes to the field of personal data protection. One of these is that the processing of personal data by a child based on the consent referred to in Article 6(1a) of the Regulation and relating to information society services offered directly to a child is only legitimate if and to the extent that consent is given or authorized by the holder of parental responsibility over the child. Since this is a new legal act and the judicial practice has not yet developed, many issues are raised on this topic, some of them are yet to be answered. It is not clear what should the term “the offer of information society services directly to a child” actually mean. From the loose guidelines of the European Union bodies, it could be understood that these are services from which the child is not explicitly excluded. The latter would mean that this article also applies to social networks. We figure that at least social networks like Facebook, Snapchat and Google are trying very hard to avoid the article. The contract serves as the central legal basis for the processing of personal data. Article 8 of the Regulation applies only in cases where specific personal data (for example, information on political opinion, which ranks as specific types of personal data) needs explicit consent and cannot be hidden under the purpose of implementing a contract. In the rules of individual social networks, we can find inconsistencies with the Regulation, such as the violation of the clarity and simplicity of the language in recital 58, the Article 7(2) and 12(1). We also find hidden and pre-ticked check boxes that define the scope of authorizations for the collection of data on a child, which could be a violation of the Regulation of the recital 32. We are finding that there is still the room for improvements and we can expect with interest the development of the Regulation and the adaptions that it will bring.

Technology is changing at fast speed. New systems are required for new devices. In this case migration from current software platform to new digital services becomes often intimidating. There are millions of software systems used around the world to make the life easy. Many among these software’s are so old-school that they seem to end their lifespan due to its out dated functionalities.

This paper is held in the information technology services management environment, with a few ideas of information technology governance, and purposes to implement a hybrid model to manage the services of a database, based on the principles of information technology services management in a supplementary health operator. This approach utilizes fundamental nuances of services management guides, such as CMMI for Services, COBIT, ISO 20000, ITIL and MPS.BR for Services; it studies harmonically Availability and Continuity Management, as most part of the guides also do. This work has its importance because it keeps a good flow in the database and improves the agility of the systems in the accredited clinics in the health plan.

Досліджено структуру світового ринку інформаційних технологій: ринок комп’ютерного та офісного апаратного забезпечення, ринок інформаційно-технологічних послуг, ринок програмного забезпечення. Проаналізовано динаміку та визначено глобальні тенденції розвитку світового ринку інформаційних технологій. Визначені провідні країни за обсягами витрат на інформаційні технології, досліджені особливості їх участі на світовому ринку інформаційних технологій., Исследована структура мирового рынка информационных технологий: рынок компьютерного и офисного аппаратного обеспечения, рынок информационно-технологических услуг, рынок программного обеспечения. Проанализирована динамика и определены глобальные тенденции развития мирового рынка информационных технологий. Определены ведущие 15 стран по объемам расходов на информационные технологии, исследованы особенности их участия на мировом рынке информационных технологий., It is investigated the structure of the global IT market: the market of computer and office hardware, the market of information technology services, software market.It is analyzed the dynamics of the global IT market and IT industry in the context of costs, investment income and market size in the time and territorial dimensions. The leading countries in terms of spending on information technology, and especially their participation in the global IT market are considered.Global trends of the global IT market are defined, that allow to make generalizations and ranking in importance and to provide the opportunity to establish the relationship between the global IT market and social dynamics of human development.Potential threats and global social challenges associated with the development of the global IT market to develop predictive assumptions in the natural, biological, technological, economic, social and administrative planes are idebtified.

La present tesi aborda l’estudi de la difusió a escala global, així com l’impacte que està tenint la norma ISO 20000 a les organitzacions que la utilitzen. Aquesta norma pren una forma similar a la dels reconeguts estàndards de gestió de la qualitat , adaptant la seva aplicació als requisits específics dels serveis, especialment pel cas dels de les tecnologies de la informació. Aquesta conjunció entre la gestió estandarditzada, i la gestió de serveis TI, així com la fiabilitat que atorga el tractar-se d’un estàndard certificable, ha permès estudiar-lo utilitzant metodologies i referències validades per estudis previs en el àmbit de gestió estandarditzada i la qualitat. Les conclusions permeten, no només avaluar la difusió fins al moment sinó anticipar-ne l’evolució futura, comparant-la amb la d’altres estàndards. També s’han analitzat qüestions de l’impacte com les motivacions i beneficis de les organitzacions per la implantació i la certificació d’aquesta mena de sistemes de gestió, que poden permetre anticipar-los a les organitzacions interessades en implementar aquesta mena d’estàndards., Due to the fact that the management of information technology services is a field in clear expansion and at the same time that the knowledge society becomes more dependent on such services, the need to manage them with proper quality becomes more and more evident. This thesis deals with a twofold aim: (i) the study of the global diffusion of the ISO 20000 standard and (ii) the impact of it on the organizations. The standard takes a similar pattern to the recognized standards of quality management, adapted for the specific requirements of the services, and particularly for the case of information technology. This conjunction between standardized management, and IT service management, as well as the reliability granted by being a certifiable standard, has enabled to study it using validated methodologies and references from previous studies in the field of management and standardized quality. The findings allow us not only to assess the diffusion so far, but also to anticipating the future evolution, comparing it with the other standards. We have also analyzed the impact of issues such as motivation and benefits by the implementation of the standard, which allows anticipating these results to other organizations interested in implementing this kind of standards.

Sodobna informacijska tehnologija je čedalje bolj nepogrešljiv element vsake organizacije. Ne glede na vrsto organizacije, naj bo ta javna ali zasebna, predstavlja prepletenost sodobnih tehnoloških rešitev s poslovnimi procesi organizacije vedno večji izziv za organizatorje. Preučevana organizacija, Agencija za trg vrednostnih papirjev, se sooča s problemom, ki je pravzaprav običajen za sodobno informacijsko organizacijo. Povečano število različnih informacijskih rešitev, ki so nujno potrebne za nemoteno in uspešno delovanje organizacije, zahteva vedno več vloženega truda in dela s strani informatikov, učinkovitost organizacije pa je vedno znova postavljena pred številne izzive. S pomočjo ITIL v3 zbirke dobrih praks si bomo ogledali, na kakšen način bi lahko še izboljšali organizacijo oddelka za informacijsko tehnologijo Agencije za trg vrednostnih papirjev. Izdelali bomo katalog storitev, ki jih oddelek za informatiko izvaja in tako postavili prvi temelj, ki bo organizacijo oddelka za informacijsko tehnologijo približal ISO/IEC 20000 standardu. Modern information technology has increasingly become an indispensable link in organizational structure of any organization. Whatever the type of organization, public or private, a mixture of modern technology solutions and business processes is increasingly a challenge for the organizers. Our studied organization, Securities Market Agency, is confronted with the problem, which is actually very common in any modern information organization. Increased number of different IT solutions, which are essential for the smooth and effective functioning of the organization, requires more and more effort and dedicated work from IT professionals and the effectiveness of the organization is constantly faced with numerous challenges. Using the ITIL v3 best practices, we will look at how we can improve the organization of IT department inside the Agency for Securities Market. Service Catalogue will be created, where all services that customer is offering will be described. With this the first important step will be undertaken for IT department toward the ISO/IEC 20000 standard.

ACM classification: K.6 Management of Computing and Information Systems ISCTE-IUL is a Portuguese higher education institute that is oriented to the ITIL®V3 adoption for the Information Technology (IT) Services, in order to improve the management practices in accordance with best practices recommended and to achieve the ISO/IEC 20000 certification. Dissertations have been related with the ITIL processes implementation, having already implemented the Asset Management, Incident Management, Request Fulfillment and the Change Management processes. The scope of this dissertation is the implementation of the Problem Management process that will fills the gap in the problem root-cause investigation. The Problem Management process defines the activities required to control the flow of problems and ensure the correct recording, evaluation, investigation and solution implementation. This dissertation describes the evaluation of the current problem management process at ISCTE-IUL and the transition to a new process developed according to the best practices and modeled with the Business Process Modeling Notation (BPMN). As recommended by ITIL, the processes must be monitored and measured using appropriate metrics. In line with this, was defined the second phase of the dissertation, the process measurement. In this phase are designed and built Service Operation Dashboards covering the Incident Management, Request Fulfillment and Problem Management processes. This measurement is performed through Microsoft Excel, analyzing the data extracted from the EasyVista, an ITSM platform. The goal is to analyze the data and provide reliable information to enable the decision-making based on facts, identifying trends and the levels of effectiveness and efficiency. O ISCTE-IUL é um instituto superior de educação Português, orientado à adoção do ITIL®V3 nos seus serviços das Tecnologias da Informação (TI). Melhorando assim as práticas de gestão, de acordo com as melhores práticas recomendadas e atingir a certificação ISO/IEC 20000. Dissertações relacionadas com a implementação dos processos de ITIL têm surgido, estando atualmente implementados os processos de Gestão de Ativos de Serviço, Gestão de Incidentes, Satisfação de Pedidos e Gestão de Alterações. O âmbito desta dissertação é a implementação do processo de Gestão de Problemas que irá preencher a lacuna na investigação da causa-raiz dos problemas. O processo de Gestão de Problemas define as atividades necessárias para controlar o fluxo de problemas e assegurar o correto registo, avaliação, investigação e implementação da solução. Nesta dissertação é descrita a avaliação ao estado atual do processo presente no ISCTE-IUL e a sua transição para o novo processo, desenvolvido de acordo com as melhores práticas e modelado com a Business Process Modeling Notation (BPMN). Segundo recomendações do ITIL, os processos devem ser avaliados utilizando métricas apropriadas. Foi assim definida a segunda fase da dissertação, contemplando a medição dos processos. Foram desenhados e construídos Dashboards da Operação do Serviço, abrangendo os processos de Gestão de Incidentes, Satisfação de Pedidos e Gestão de Problemas. Esta medição é executada através da ferramenta Microsoft Excel, analisando os dados extraídos do EasyVista, uma plataforma de Gestão de Serviços das TI (ITSM).O objetivo é analisar os dados e fornecer informação fidedigna, permitindo a tomada de decisão baseada em factos, identificando tendências e os níveis de eficácia e eficiência.

This paper examines the where, when and why of first round entrepreneurial investment activity in the United States from the first quarter of 1995 until the second quarter of 2010. The paper analyzes these venture capital investments taking into consideration the role of macroeconomic variables, region, and industry. Additionally, trends in regional and industrial investments are evaluated using statistical and graphical analyses. By studying these findings, we are able to understand the impact of different periods of economic growth on venture capital investments. Lastly, the shock of the dot.com bubble and recent financial crisis are integrated into the findings.

Economic Geography maintains that economic activities are not randomly distributed across space. This paper examines the impact of industrial and regional characteristics on venture capital activities in the United States from 1995 until 2009. The unique database allows for stratifications into seventeen industries within nineteen regions of the United States. This study affirms the significance of both Location and industry in venture capital investment. Both statistical and graphical methods are employed in order to better ascertain the dynamic nature of the data.

Optimized quality of IT services are those which need pre-analysis of users’ requirements, service provider’s capabilities as well as service specification and standardization. For any organization, maintaining of quality of IT service has become one of the key challenges which holds a significance importance to users’ satisfaction. Thus, this research tries to explore and identify the key factors of service quality dimensions and its affect on Information Technology Service so that organization can understand and follow the possible way to maintain quality of IT service to satisfy its end users. To achieve ultimate target of this research, the relevant three literatures have been reviewed and then the concept structure has been proposed for the analysis. From the respective three literatures, service quality dimensions have been selected to be tested for quality practices in Information Technology Service Department in the United Nations Office on Drugs and Crimes (UNODC).A qualitative research approach has been used to get a better understanding of the issue. The empirical data has been gathered through the study of internal documents, five days of participant observations and in-depth structured interviews with three quality assurance staffs and one IT service user from UNODC. Data presentation and analysis have been done in accordance with the literatures framework and research questions. Finally, conclusion has been drawn by answering research questions based on the issues identified. The findings of the exploratory case study suggest that considering of dependability, prior requirement analysis, and functionality of IT product and services could be taken up to bring realistic, clear, and goal-oriented quality approach in the Information Technology Service which address users’ expectations. The quality dimensions and the gap identified in the research study provide an avenue to address the quality related difficulties that IT service organizations encounter while developing of IT services. This study is expected to create a significant contribution to the areas within a domain of service quality in Information Technology as well as in Information System and Information Management.

This paper examines venture capital investment activity in the United States during the period 1995 to the first quarter 2009, taking into consideration both location and industry sector. The research question is whether industry and region are important factors in determining venture capital investment. Furthermore, the paper explores the effects of macroeconomic variables on investment activity. Consequently, the venture capital data are augmented by Gross Domestic Product (GDP), Federal Funds Rate, three, five and ten year interest rates. By examining long term trends, the effect of the current economic crisis on venture capital investment may be better understood.

It is investigated the structure of the global IT market: the market of computer and office hardware, the market of information technology services, software market. It is analyzed the dynamics of the global IT market and IT industry in the context of costs, investment income and market size in the time and territorial dimensions. The leading countries in terms of spending on information technology, and especially their participation in the global IT market are considered. Global trends of the global IT market are defined, that allow to make generalizations and ranking in importance and to provide the opportunity to establish the relationship between the global IT market and social dynamics of human development. Potential threats and global social challenges associated with the development of the global IT market to develop predictive assumptions in the natural, biological, technological, economic, social and administrative planes are idebtified.

This paper presents an assessment of the overlap between Library and IT Service activities, drawing on the authors" experience of developments at University College Worcester (UCW) and gives an overview of the diversity of practice across UK higher education institutions. Such areas of over-lapping activity can be seen as emerging from the direct interface between service providers and students. This kind of model suggests that the need for working together arises from a shared "customer service" approach, participation in learning and teaching processes and contributions to virtual learning. All these redefine the role of the Library and IT Service in the academic process. The paper identifies key issues related to the management of collaborative activities and implications for management of change in university organisational structures.