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Like other analytic fields, process mining is complex and knowledge-intensive and, thus, requires the substantial involvement of human analysts. The analysis process unfolds into many steps, producing multiple results and artifacts that analysts need to validate, reproduce and potentially reuse. We propose a system supporting the validation, reproducibility, and reuse of analysis results via analytic provenance and data awareness. This aims at increasing the transparency and rigor of exploratory process mining analysis as a basis for its stepwise maturation. We outline the purpose of the system, describe the problems it addresses, derive requirements and propose a design satisfying these requirements. We then demonstrate the feasibility of the central aspects of the design.

The purpose of this investigation was to analyze and measure the management of incidents and quality of service to address the technological requirements of a public institution of the Venezuelan State on account of the large volume of user requirements because of technological failures and delays in addressing incident reports, which is also due to a lack of follow-up and control in the Office of Information and Communication Technologies, as well as the shortage and high turnover of qualified and trained personnel in the area. That is why evaluating the processes to offer services with quality technological attention is necessary. In this regard, this research proposed the creation of a new organizational structure that is consistent with the growth achieved by the organization. The study focused on analyzing the processes and user service focused under the modality of a feasible project with a descriptive level; due to its characteristics, it can be materialized to provide a solution to the problem posed. It was supported by field investigation with bibliographic support and at a descriptive level since the information was collected in situ by using techniques such as surveys. The instrument used was a questionnaire applied to the people working in a Venezuelan Ministry. It is expected to reach results that satisfy the needs of the ministerial entity., L'objectif de cette recherche était d'analyser et de mesurer la gestion des incidents et la qualité du service, pour la prise en compte des besoins technologiques dans une institution publique de l'État vénézuélien, en raison du grand nombre de demandes d'utilisateurs pour des défaillances technologiques et du retard dans la prise en compte des rapports d'incidents, en raison du manque de suivi et de contrôle dans le bureau des technologies de l'information et de la communication, ainsi que de la pénurie et de la forte rotation du personnel qualifié et formé dans ce domaine. C'est pourquoi il est nécessaire d'évaluer les processus pour offrir un service technologique de qualité, pour lequel cette recherche a proposé la création d'une nouvelle structure organisationnelle, en ligne avec la croissance réalisée par l'organisation. L'étude s'est concentrée sur l'analyse des processus et du service à l'utilisateur en se concentrant sur la modalité d'un projet réalisable à un niveau descriptif, qui, en raison de ses caractéristiques, peut être matérialisé pour fournir une solution au problème posé. L'étude est basée sur une recherche sur le terrain avec un support bibliographique et un niveau descriptif, puisque l'information a été collectée in situ, par l'utilisation de techniques telles que l'enquête et l'instrument utilisé était un questionnaire, appliqué aux personnes travaillant dans un ministère de l'administration publique vénézuélienne. On espère que les résultats répondront aux besoins de l'organisme ministériel., El propósito de la presente investigación, fue analizar y medir la gestión de incidencias y calidad de servicio, para la atención de requerimientos tecnológicos en una institución pública del Estado Venezolano, esto debido al gran volumen de requerimientos de los usuarios por fallas tecnológicas y el retraso en la atención a los reportes de incidencia, producto de la falta de seguimiento y control en la Oficina de Tecnologías de la Información y la Comunicación, así como la escasez y alta rotación del personal capacitado y entrenado en el área. Es por ello que se requiere evaluar los procesos para ofrecer un servicio de atención tecnológico de calidad, para ello esta investigación propuso la creación de una nueva estructura organizativa, cónsona al crecimiento alcanzado por la organización. El estudio se centró en analizar los procesos y atención al usuario enfocada bajo la modalidad de proyecto factible con nivel descriptivo, por sus características puede materializarse para brindar solución al problema planteado. La misma estuvo sustentada en una investigación de campo con apoyo bibliográfico y nivel descriptivo, ya que se levantó la información in situ, a través del uso de técnicas como la encuesta y el instrumento utilizado fue un cuestionario, aplicado a las personas que laboran en un ministerio de la administración pública venezolana. Se espera llegar a resultados que satisfagan las necesidades del ente ministerial.

The present investigative work is based on the process management and customer service models in order to establish how process management models improve user service in the Mixed Transport Association "CTM 24 de Mayo", in where a study was carried out to know the main problems of this company, in addition, definitions were established that allow a better understanding of the subject of study. The methodology implemented is of a qualitative type, in the same way the tool used to capture the information was the survey applied to 10 people who usually use the Mixed Transport serviceand are clear about how the form of customer service is carried out, through From the data collection, analysis and tabulation of the same, the following results were detected; the majority of the respondents consider that the attention to the user is specifically regular 60% for which they are not satisfied since they do not meet their expectations, likewise they require that the efficiency in telephone communications improve since 40% of users have classified it as regular, therefore it is important to use process management models as a guide to renew everything around it and therefore that users feel comfortable and satisfied. In conclusion, process management models are essential to improve customer service within the Mixed Transport Association "CTM 24 de Mayo" since this will visibly improve the way of organizing, directing and controlling users and therefore they will have person-to-person recommendation as a reward, El presente trabajo investigativo se basa en los modelos de gestión de procesos y atención al cliente con el objeto de establecer de qué manera los modelos de gestión de procesos mejoran la atención al usuario en la Asociación de Transporte Mixto “CTM 24 de Mayo”, en donde se realizó un estudio para conocer la principal problemática de esta compañía, además se establecieron definiciones que permiten conocer mejor el tema de estudio. La metodología implementada es de tipo cualitativa de igual forma la herramienta empleada para captar la información fue la encuesta aplicada a 10 personas que usualmente utilizan el servicio de Transporte Mixto y tienen claro cómo se lleva a cabo la forma de atención a la clientela, a través de la recopilación de los datos, análisis y tabulación de los mismos se detectaron los siguientes resultados; la mayoría de los encuestados consideran que la atención al usuario es regular específicamente el 60% por lo cual no se encuentran satisfechos ya que no cumplen con sus expectativas, así mismo ellos requieren que la eficiencia en las comunicaciones telefónicas mejoren ya que el 40% de los usuarios la han catalogado como regular por ello es importante hacer uso de los modelos de gestión de procesos como una guía para renovar todo a su alrededor y por ende que los usuarios sientan comodidad y satisfacción. En conclusión, los modelos de gestión de procesos son fundamentales para mejorar la atención al cliente dentro de la Asociación de Transporte Mixto “CTM 24 de Mayo” ya que este perfeccionara visiblemente la forma de organizar, dirigir y controlar a los usuarios y por ende tendrán como recompensa la recomendación de persona a persona.

The present investigative work is based on the process management and customer service models in order to establish how process management models improve user service in the Mixed Transport Association "CTM 24 de Mayo", in where a study was carried out to know the main problems of this company, in addition, definitions were established that allow a better understanding of the subject of study. The methodology implemented is of a qualitative type, in the same way the tool used to capture the information was the survey applied to 10 people who usually use the Mixed Transport serviceand are clear about how the form of customer service is carried out, through From the data collection, analysis and tabulation of the same, the following results were detected; the majority of the respondents consider that the attention to the user is specifically regular 60% for which they are not satisfied since they do not meet their expectations, likewise they require that the efficiency in telephone communications improve since 40% of users have classified it as regular, therefore it is important to use process management models as a guide to renew everything around it and therefore that users feel comfortable and satisfied. In conclusion, process management models are essential to improve customer service within the Mixed Transport Association "CTM 24 de Mayo" since this will visibly improve the way of organizing, directing and controlling users and therefore they will have person-to-person recommendation as a reward, El presente trabajo investigativo se basa en los modelos de gestión de procesos y atención al cliente con el objeto de establecer de qué manera los modelos de gestión de procesos mejoran la atención al usuario en la Asociación de Transporte Mixto “CTM 24 de Mayo”, en donde se realizó un estudio para conocer la principal problemática de esta compañía, además se establecieron definiciones que permiten conocer mejor el tema de estudio. La metodología implementada es de tipo cualitativa de igual forma la herramienta empleada para captar la información fue la encuesta aplicada a 10 personas que usualmente utilizan el servicio de Transporte Mixto y tienen claro cómo se lleva a cabo la forma de atención a la clientela, a través de la recopilación de los datos, análisis y tabulación de los mismos se detectaron los siguientes resultados; la mayoría de los encuestados consideran que la atención al usuario es regular específicamente el 60% por lo cual no se encuentran satisfechos ya que no cumplen con sus expectativas, así mismo ellos requieren que la eficiencia en las comunicaciones telefónicas mejoren ya que el 40% de los usuarios la han catalogado como regular por ello es importante hacer uso de los modelos de gestión de procesos como una guía para renovar todo a su alrededor y por ende que los usuarios sientan comodidad y satisfacción. En conclusión, los modelos de gestión de procesos son fundamentales para mejorar la atención al cliente dentro de la Asociación de Transporte Mixto “CTM 24 de Mayo” ya que este perfeccionara visiblemente la forma de organizar, dirigir y controlar a los usuarios y por ende tendrán como recompensa la recomendación de persona a persona.

From light bulbs to smart locks, IoT is increasingly embedded into our homes and lives. This opens up new vulnerabilities as IoT devices can be hacked and manipulated to cause harm or discomfort. In this paper we document users' experiences of having their IoT systems hacked through 210 self-reports from Reddit, device support forums, and Amazon review pages. These reports and the discussion around them show how uncertainty is at the heart of 'being hacked'. Hacks are sometimes difficult to detect, and users can mistake unusual IoT behaviour as evidence of a hack, yet this can still cause considerable emotional hurt and harm. In discussion, we shift from seeing hacks as technical system failings to be repaired, to seeing them as sites for care and user support. Such a shift in perspective opens a new front in designing for hacking - not just prevention but alleviating harm., Funding details: Vetenskapsrådet, VR; Funding text 1: This research is partially funded by a Digital Futures postdoctoral research grant, and the Swedish Research Council (Vetenskapsrådet) under the project Securing Things (2017-04804: Säkra saker: Säkra sakernas Internet).

From light bulbs to smart locks, IoT is increasingly embedded into our homes and lives. This opens up new vulnerabilities as IoT devices can be hacked and manipulated to cause harm or discomfort. In this paper we document users' experiences of having their IoT systems hacked through 210 self-reports from Reddit, device support forums, and Amazon review pages. These reports and the discussion around them show how uncertainty is at the heart of 'being hacked'. Hacks are sometimes difficult to detect, and users can mistake unusual IoT behaviour as evidence of a hack, yet this can still cause considerable emotional hurt and harm. In discussion, we shift from seeing hacks as technical system failings to be repaired, to seeing them as sites for care and user support. Such a shift in perspective opens a new front in designing for hacking - not just prevention but alleviating harm., Funding details: Vetenskapsrådet, VR; Funding text 1: This research is partially funded by a Digital Futures postdoctoral research grant, and the Swedish Research Council (Vetenskapsrådet) under the project Securing Things (2017-04804: Säkra saker: Säkra sakernas Internet).

Speech recognition technologies are becoming more and more part of our lives, providing a convenient way to control a variety of electronic devices - voice control. One of the current problems that is solved in the development of such control systems is the problem of insufficient accuracy of voice command recognition. Improvements are being made to increase reliability, independence from individual voice characteristics, and reduce the negative impact of background noise on recognition quality. The paper presents an algorithm for recognizing and processing user intentions using a neural network built on the principle of understanding natural language and processing audio signals for use in the user support system.

The James Webb Space Telescope (JWST) and its suite of instruments will offer significant capabilities towards the high contrast imaging of objects such as exoplanets, protoplanetary disks, and debris disks at short angular separations from their considerably brighter host stars. For the JWST user community to simulate and predict these capabilities for a given science case, the JWST Exposure Time Calculator (ETC) is the most readily available and widely used simulation tool. However, the ETC is not capable of simulating a range of observational features that can significantly impact the performance of JWST's high contrast imaging modes (e.g.Target acquisition offsets, temporal wavefront drifts, small grid dithers, and telescope rolls) and therefore does not produce realistic contrast curves. Despite the development of a range of more advanced software that includes some or all of these features, these instead lack in either a) instrument diversity, or b) accessibility for novice users

The purpose of this work is to identify the relationship between the Burnout syndrome and the attention to the public by the staff of the Statistics Department of the "Verdi Cevallos Balda" Hospital in the city of Portoviejo, April-June 2018; for the start-up, the Maslach Burnout Inventory (MBI) questionnaire was used, which measures emotional exhaustion, depersonalization and personal fulfillment; the results show that employees feel exhausted at the end of their workday; and recognize attitudes of coldness and detachment; in terms of depersonalization, they manifest that they easily lose their emotional balance with clients (patients). On the other hand, self-esteem is high and they feel personally fulfilled. In conclusion, it was determined that there is a presence of burnout syndrome evidenced in symptoms such as fatigue, insomnia, anxiety that affect the attention to the public. And as for the perception of the patients, through the surveys, it was possible to determine that they visualize a level of stress in the personnel., El presente trabajo tiene como finalidad identificar la relación existente entre el síndrome de Burnout y la atención al público por parte del personal del Departamento de Estadística del Hospital “Verdi Cevallos Balda” de la ciudad de Portoviejo, período abril-junio 2018; para la puesta en marcha se utilizó el cuestionario Maslach Burnout Inventory (MBI), que mide el agotamiento emocional, la despersonalización y la realización personal; los resultados evidencian que los empleados se sienten exhaustos al culminar su jornada laboral; y reconocen actitudes de frialdad y distanciamiento; en cuanto a la despersonalización manifiestan que con facilidad pierden el equilibrio emocional con los clientes (pacientes) por otro lado la autoestima es alta y se sienten realizados personalmente, como conclusión se determinó que existe la presencia del síndrome de burnout evidenciados en síntomas como fatiga, insomnio, ansiedad que afectan en la atención al público. Y en cuanto a la percepción de los pacientes, mediante las encuestas, se logró determinar que ellos visualizan un nivel de estrés en el personal.

The newest NERSC supercomputer Cori is a Cray XC40 system consisting of 2,388 Intel Xeon Haswell nodes and 9,688 Intel Xeon-Phi “Knights Landing” (KNL) nodes. Compared to the Xeon-based clusters NERSC users are familiar with, optimal performance on Cori requires consideration of KNL mode settings; process, thread, and memory affinity; fine-grain parallelization; vectorization; and use of the high-bandwidth MCDRAM memory. This paper describes our efforts preparing NERSC users for KNL through the NERSC Exascale Science Application Program, Web documentation, and user training. We discuss how we configured the Cori system for usability and productivity, addressing programming concerns, batch system configurations, and default KNL cluster and memory modes. System usage data, job completion analysis, programming and running jobs issues, and a few successful user stories on KNL are presented.

The newest NERSC supercomputer Cori is a Cray XC40 system consisting of 2,388 Intel Xeon Haswell nodes and 9,688 Intel Xeon-Phi “Knights Landing” (KNL) nodes. Compared to the Xeon-based clusters NERSC users are familiar with, optimal performance on Cori requires consideration of KNL mode settings; process, thread, and memory affinity; fine-grain parallelization; vectorization; and use of the high-bandwidth MCDRAM memory. This paper describes our efforts preparing NERSC users for KNL through the NERSC Exascale Science Application Program, Web documentation, and user training. We discuss how we configured the Cori system for usability and productivity, addressing programming concerns, batch system configurations, and default KNL cluster and memory modes. System usage data, job completion analysis, programming and running jobs issues, and a few successful user stories on KNL are presented.

This article describes how virtual research environments (VREs) offer new opportunities for researchers to analyse open data and to obtain new insights for policy making. Although various VRE-related initiatives are under development, there is a lack of insight into how VREs support collaborative open data analysis by researchers and how this might be improved, ultimately leading to input for policy making to solve societal issues. This article clarifies in which ways VREs support researchers in open data analysis. Seven cases presenting different modes of researcher support for open data analysis were investigated and compared. Four types of support were identified: 1) ‘Figure it out yourself’, 2) ‘Leading users by the hand’, 3) ‘Training to provide the basics’ and 4) ‘Learning from peers’. The author provides recommendations to improve the support of researchers’ open data analysis and to subsequently obtain new insights for policy making to solve societal challenges., Information and Communication Technology

This article describes how virtual research environments (VREs) offer new opportunities for researchers to analyse open data and to obtain new insights for policy making. Although various VRE-related initiatives are under development, there is a lack of insight into how VREs support collaborative open data analysis by researchers and how this might be improved, ultimately leading to input for policy making to solve societal issues. This article clarifies in which ways VREs support researchers in open data analysis. Seven cases presenting different modes of researcher support for open data analysis were investigated and compared. Four types of support were identified: 1) ‘Figure it out yourself’, 2) ‘Leading users by the hand’, 3) ‘Training to provide the basics’ and 4) ‘Learning from peers’. The author provides recommendations to improve the support of researchers’ open data analysis and to subsequently obtain new insights for policy making to solve societal challenges., Information and Communication Technology

Once analyzed correctly, data can yield substantial benefits. The process of analyzing the data and transforming it into knowledge is known as Knowledge Discovery in Databases (KDD). The plethora and subtleties of algorithms in the different steps of KDD, render it challenging. An effective user support is of crucial importance, even more now, when the analysis is performed on Big Data. Metadata is the necessary component to drive the user support. In this paper we study the metadata required to provide user support on every stage of the KDD process. We show that intelligent systems addressing the problem of user assistance in KDD are incomplete in this regard. They do not use the whole potential of metadata to enable assistance during the whole process. We present a comprehensive classification of all the metadata required to provide user support. Furthermore, we present our implementation of a metadata repository for storing and managing this metadata and explain its benefits in a real Big Data analytics project., Peer Reviewed, Postprint (published version)

Next generation Business Intelligence (BI) systems require integration of heterogeneous data sources and a strong user-centric orientation. Both needs entail machine-processable metadata to enable automation and allow end users to gain access to relevant data for their decision making processes. Although evidently needed, there is no clear picture about the necessary metadata artifacts, especially considering user support requirements. Therefore, we propose a comprehensive metadata framework to support the user assistance activities and their automation in the context of next generation BI systems. This framework is based on the findings of a survey of current user-centric approaches mainly focusing on query recommendation assistance. Finally, we discuss the benefits of the framework and present the plans for future work., Peer Reviewed, Postprint (published version)

Purpose of this research to know the difference quality internet financial reporting of manufacturing companies listed in Indonesia and Malaysia stock exchange. Sample for this research is website of manufacturing company are listed onIndonesia and Malaysia stock exchange. The research methods was using index internet financial reporting. The methods of data analysis was using descriptive analysis and mann whitney test. One of the survey findings was that listedmanufacturing companies in Indonesia stock exchange have a greater index internet financial reporting than Malaysia. Another major finding was that listed manufacturing companies in Indonesia and Malaysia stock exchange have a sameindex of content and technology. Another major finding was that listed manufacturing companies in Indonesia and Malaysia stock exchange have a difference index of timeliness and user support.

The long-term goal of this project is to continue to provide support (e.g., consultation, code updates, training, data transfer, etc.) for those users of the Coupled Ocean/Atmosphere Mesoscale Prediction System (COAMPS 1) who obtain the system through the release of the code as determined by release guidelines. The active distribution of COAMPS to the general scientific community cannot be accomplished without support from NRL-Monterey. To fully realize the development potential of the COAMPS system, the Navy must leverage research being performed in the community at large. Through increased usage of COAMPS by the broader community, NRL has been able to leverage discoveries, leading to advances in COAMPS capabilities including microphysics, numerical methods, and coupled modeling. One of the primary objectives of this project is to develop and improve our comprehensive technical support capability for the COAMPS users, particularly those who have projects supported by ONR. Components in the support structure include, but are not limited to: improving/updating to the COAMPS web site, updating versions of the code as necessary, updating the COAMPS documentation, providing user feedback to COAMPS developers, providing users with tools to obtain NOGAPS data for COAMPS initial and boundary conditions, observations data (both atmospheric and ocean) for historical cases, and maintaining/updating all of the supporting databases., The original document contains color images.

In this article we present the strategies foreseen to foster the usage of the Iberian production infrastructure by regional scientific communities. The main focus is on describing the user support mechanisms implemented through a cooperative effort from the Portuguese and Spanish user support teams, and on the services and tools offered to the regional user communities for their use and customization, to foster V0 production user activity within the Iberian region.

The long-term goal of this project is to continue to provide support (e.g., consultation, code updates, training, data transfer, etc.) for those users of the Coupled Ocean/Atmosphere Mesoscale Prediction System (COAMPS (trademark)) who obtain the system through the release of the code as determined by release guidelines. The active distribution of COAMPS to the general scientific community cannot be accomplished without support from NRL-Monterey. To fully realize the development potential of the COAMPS system, the Navy must leverage research being performed in the community at large. Through increased usage of COAMPS by the broader community, NRL has been able to leverage discoveries leading to advances in COAMPS' capabilities, including aerosol microphysics, numerical methods, and coupled modeling. One of the primary objectives of this project is to develop and improve our comprehensive technical support capability for COAMPS users, particularly those who have projects supported by ONR. Components in the support structure include, but are not limited to, the following: improving/updating the COAMPS web site, updating versions of the code as necessary, updating COAMPS documentation, providing user feedback to COAMPS developers, providing users with tools to obtain NOGAPS data for COAMPS initial and boundary conditions, observation data (both atmospheric and ocean) for historical cases, and maintaining/updating all of the supporting databases.

Společnosti s propracovanou organizační strukturou vytvářejí podpůrné týmy pracovníků profesně zaměřených na určitý obor, aby poskytovali své služby jiným týmům, zejména těm, které se přímo podílejí na vytváření zisku. Tento projekt si klade za cíl zefektivnění a zpřehlednění komunikace mezi těmito týmy a to návrh a implementací informačního systému pro evidenci požadavků. Půjde o systém který povede uživatele k co nejpřesnější specifikaci svého požadavku v dané problémové doméně a umožní tak týmu řešitelů kvalitní přípravu na řešení problému. Navrhovaný systém bude implementován v Nemocnici Podlesí a.s. v Třinci., Companies with carefully worked out organization structure create back-up teams of personnel focused on certain branch of activity aimed at providing their services to the different teams, specially to those ones, who directly participate on profit generation. Main objective of this project is better and more efficient communication between teams. The concept of mentioned project is requests register implementation, which would lead the user to the most exact specification of the query and facilitate best conditions and top preparation for the support team to solve out problems. The system proposed above will be implemented in Nemocnice Podlesi.

In this paper we introduce SocialBrowsing, a Firefox extension that adds social context to the web browsing experience. The extension is paired with services provided by social networking websites, analyzes the page's contents, and adds tooltips and highlighting to indicate when there is relevant social information. We present an overview of the tool and implementation, and outline future steps for analysis., Submitted for presentation at the Conference on Computer/Human Interaction, CHI-2007, to be held in San Jose, CA, on 28 Apr-3 May 2007. Sponsored in part by National Geospatial-Intelligence Agency (NGA); Defense Advanced Research Projects Agency (DARPA); U.S. Army Research Laboratory (ARL); National Institute of Standards and Technology (NIST); and other DoD sources.

http://library.naist.jp/mylimedio/dllimedio/show.cgi?bookid=74755

In this paper we discuss the key issues in the generation and distribution of messages in a computer network. The principal issues are: user support, privacy and security, addressing, and standards and regulations. Examples of current message systems on the ARPANET are discussed. (Author)