Imad Saleh

e-government: ITIL-based service management case study

E-government services require certain service levels to be achieved as they replace traditional channels. E-government also increases the dependence of government agencies on information technology based services. High quality services entail high performance, availability and scalability among other service characteristics. Strict measures are required to help e-governments evaluate the service level and assess the quality of the service. In this paper we introduce the IT Infrastructure Library (ITIL) framework - a set of best practices to achieve quality service and overcome difficulties associated with the growth of IT systems [17][21]. We conducted an in depth assessment and gap analysis for both of the service support and service delivery processes [16], in a government institution, which allowed us to assess its maturity level within the context of ITIL. We then proposed and modeled these processes in accordance to ITIL best practices and based upon agency aspirations and environment constraints.

Towards a collaborative business process management methodology

The agility of organizations increasingly depends on their ability to set up new business processes or to modify existing ones in a dynamic manner, and rapidly adapt their information systems to these process changes. This paper proposes a new agile business process management methodology, which is part of a multidisciplinary research project — AGILe busIness PrOcess (AGILIPO). It is argued that existing business process (BPM) methodologies do not offer the necessary flexibility or agility and that new approaches are required. The new methodology is inspired on goal-orientation complemented by a classificatory framework, aimed at introducing standardization and reducing the time and effort required in the process identification phase. Wiki-based technology is proposed as the basis upon which to build a collaborative approach to business process mapping, design and re-design, supplemented by folksonomy to provide ontological support. Finally, the methodology adopts an approach to validation, which is embedded in the previous phases of process identification, mapping and design.

A model of cross language retrieval for IT domain papers through a map of ACM Computing Classification System

This article presents a concept model, and the associated tool to help advanced learners to find adapted bibliography. The purpose is the use of an IT representation as educational research software for newcomers in research. We use an ontology based on the ACMs Computing Classification System in order to find scientific articles directly related to the new researchers domain without any formal request. An ontology translation in French is automatically proposed and can be based on Web 2.0 enhanced by a community of users. A visualization and navigation model is proposed to make it more accessible and examples are given to show the interface of our tool: Ontology Navigator.

Case Based Reasoning approach of tutoring in e-learning platform

This article describes an approach to Case Based Reasoning for distance teaching (online tutoring). It is based on a virtual partner - virtual tutor - and an automatic system that runs in different spaces of e-learning platform forums. In this paper, our essential goal is to improve the use of the case based reasoning techniques (CBR) in the e-learning field. And more specifically, to find the answers to a learners requests that might satisfy other learners - who have voiced similar concerns while measuring similarities, recuperation, adaptation and training.

Using Multimedia in E-Learning, a New Role for Teachers?

This document presents a general overview of a new role proposed for teachers who are in contact with the information and communication technologies for distance courses content creation: the teacher-developer role. To acquire this profile, we are developing at the Laboratoire Paragraphe (Universit_Paris 8, France) and the Tecnologico de Monterrey Campus Toluca (Mexico) a software tool called HyperTectol that introduces guides and promote in the faculty the use of multimedia elements for the Learning Objects design and creation.