Search results for: Information Security Check Service

Authors: Vuk M. Popovic, Dunja D. Popovic

Abstract:

Software maintenance phase is started once a software project has been developed and delivered. After that, any modification to it corresponds to maintenance. Software maintenance involves modifications to keep a software project usable in a changed or a changing environment, to correct discovered faults, and modifications, and to improve performance or maintainability. Software maintenance and management of software maintenance are recognized as two most important and most expensive processes in a life of a software product. This research is basing the prediction of maintenance, on risks and time evaluation, and using them as data sets for working with neural networks. The aim of this paper is to provide support to project maintenance managers. They will be able to pass the issues planned for the next software-service-patch to the experts, for risk and working time evaluation, and afterward to put all data to neural networks in order to get software maintenance prediction. This process will lead to the more accurate prediction of the working hours needed for the software-service-patch, which will eventually lead to better planning of budget for the software maintenance projects.

Keywords: Laboratory information system, maintenance engineering, neural networks, software maintenance, software maintenance costs.

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Authors: Muhammad Mehran Arshad Khan, Chengliang Wang, Zou Minhui, Danyal Badar Soomro

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Security of the smart home in terms of behavior activity pattern recognition is a totally dissimilar and unique issue as compared to the security issues of other scenarios. Sensor devices (low capacity and high capacity) interact and negotiate each other by detecting the daily behavior activity of individuals to execute common tasks. Once a device (e.g., surveillance camera, smart phone and light detection sensor etc.) is compromised, an adversary can then get access to a specific device and can damage daily behavior activity by altering the data and commands. In this scenario, a group of common instruction processes may get involved to generate deadlock. Therefore, an effective suitable security solution is required for smart home architecture. This paper proposes seamless distributed Scheme which fortifies low computational wireless devices for secure communication. Proposed scheme is based on lightweight key-session process to upheld cryptic-link for trajectory by recognizing of individual’s behavior activities pattern. Every device and service provider unit (low capacity sensors (LCS) and high capacity sensors (HCS)) uses an authentication token and originates a secure trajectory connection in network. Analysis of experiments is revealed that proposed scheme strengthens the devices against device seizure attack by recognizing daily behavior activities, minimum utilization memory space of LCS and avoids network from deadlock. Additionally, the results of a comparison with other schemes indicate that scheme manages efficiency in term of computation and communication.

Keywords: Authentication, key-session, security, wireless sensors.

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Authors: Yungchien Cheng, Chienmin Chu

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Address Matching is an important application of Geographic Information System (GIS). Prior to Address Matching working, obtaining X,Y coordinates is necessary, which process is calling Address Geocoding. This study will illustrate the effective address geocoding process of using household registry database, and the check system for geocoded address.

Keywords: GIS, Address Geocoding, HouseHold Registry Database

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Authors: Hossam El-din H. Ahmed, Hamdy M. Kalash, Osama S. Farag Allah

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This paper examines the implementation of RC5 block cipher for digital images along with its detailed security analysis. A complete specification for the method of application of the RC5 block cipher to digital images is given. The security analysis of RC5 block cipher for digital images against entropy attack, bruteforce, statistical, and differential attacks is explored from strict cryptographic viewpoint. Experiments and results verify and prove that RC5 block cipher is highly secure for real-time image encryption from cryptographic viewpoint. Thorough experimental tests are carried out with detailed analysis, demonstrating the high security of RC5 block cipher algorithm.

Keywords: Image encryption, security analysis.

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Authors: M. Gunasekaran, K. Premalatha

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Privacy and Security have emerged as an important research issue in Mobile Ad Hoc Networks (MANET) due to its unique nature such as scarce of resources and absence of centralized authority. There are number of protocols have been proposed to provide privacy and security for data communication in an adverse environment, but those protocols are compromised in many ways by the attackers. The concept of anonymity (in terms of unlinkability and unobservability) and pseudonymity has been introduced in this paper to ensure privacy and security. In this paper, a Secure Onion Throat (SOT) protocol is proposed to provide complete anonymity in an adverse environment. The SOT protocol is designed based on the combination of group signature and onion routing with ID-based encryption for route discovery. The security analysis demonstrates the performance of SOT protocol against all categories of attacks. The simulation results ensure the necessity and importance of the proposed SOT protocol in achieving such anonymity.

Keywords: Routing, anonymity, privacy, security and MANET.

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Authors: M.Sushanth Babu, P.Krishna, U.Venu, M.Ranjith

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In this paper, we evaluate the choice of suitable quantization characteristics for both the decoder messages and the received samples in Low Density Parity Check (LDPC) coded systems using M-QAM (Quadrature Amplitude Modulation) schemes. The analysis involves the demapper block that provides initial likelihood values for the decoder, by relating its quantization strategy of the decoder. A mapping strategy refers to the grouping of bits within a codeword, where each m-bit group is used to select a 2m-ary signal in accordance with the signal labels. Further we evaluate the system with mapping strategies like Consecutive-Bit (CB) and Bit-Reliability (BR). A new demapper version, based on approximate expressions, is also presented to yield a low complexity hardware implementation.

Keywords: Low Density parity Check, Mapping, Demapping, Quantization, Quadrature Amplitude Modulation

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Authors: Mohd Fairuz Iskandar Othman, Nazrulazhar Bahaman, Zulkiflee Muslim, Faizal Abdollah

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This paper discusses a curriculum approach that will give emphasis on practical portions of teaching network security subjects in information and communication technology courses. As we are well aware, the need to use a practice and application oriented approach in education is paramount. Research on active learning and cooperative groups have shown that students grasps more and have more tendency towards obtaining and realizing soft skills like leadership, communication and team work as opposed to the more traditional theory and exam based teaching and learning. While this teaching and learning paradigm is relatively new in Malaysia, it has been practiced widely in the West. This paper examines a certain approach whereby students learning wireless security are divided into and work in small and manageable groups where there will be 2 teams which consist of black hat and white hat teams. The former will try to find and expose vulnerabilities in a wireless network while the latter will try their best to prevent such attacks on their wireless networks using hardware, software, design and enforcement of security policy and etc. This paper will try to show that the approach taken plus the use of relevant and up to date software and hardware and with suitable environment setting will hopefully expose students to a more fruitful outcome in terms of understanding of concepts, theories and their motivation to learn.

Keywords: Curriculum approach, wireless networks, wirelesssecurity.

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Authors: Asrul H. Yaacob, Nazrul M. Ahmad, Nurul N. Ahmad, Mardeni Roslee

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The proliferation of web application and the pervasiveness of mobile technology make web-based attacks even more attractive and even easier to launch. Web Application Firewall (WAF) is an intermediate tool between web server and users that provides comprehensive protection for web application. WAF is a negative security model where the detection and prevention mechanisms are based on predefined or user-defined attack signatures and patterns. However, WAF alone is not adequate to offer best defensive system against web vulnerabilities that are increasing in number and complexity daily. This paper presents a methodology to automatically design a positive security based model which identifies and allows only legitimate web queries. The paper shows a true positive rate of more than 90% can be achieved.

Keywords: Intrusion Detection System, Positive Security Model, Web application Firewall

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Authors: Fatemeh Afsharnia, Mohammad Amin Asoodar, Abbas Abdeshahi, Afshin Marzban

Abstract:

A repairable mechanical system (as agricultural tractor) is subject to deterioration or repeated failure and needs a repair shops and also operator’s capability for the repair and maintenance operations. Data are based on field visits and interviews with 48MF 285 tractor operators from 14 villages collected in north of Khouzestan province. The results showed that most operators were lack the technical skill to service and repair tractors due to insufficient training, specific education and work experience. Inadequate repair and maintenance facilities, such as workshops, mechanics and spare parts depots cause delays in repair work in the survey areas. Farmers do not keep accurate service records and most of them disregard proper maintenance and service of their tractors, such as changing engine oil without following the manufacturer’s recommendations. Since, Repair and maintenance facilities should be established in village areas to guarantee timely repair in case of breakdowns and to make spare parts available at low price. The operators should keep service records accurately and adhere to maintenance and service schedules according to the manufacturer’s instructions. They should also be encouraged to do the service and maintain their tractors properly.

Keywords: Operators’ capability, Facilities availability, Repair and maintenance, MF 285 tractors.

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Authors: Kitty Kioskli, Nineta Polemi

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Evaluating the levels of cyber-security risks within an enterprise is most important in protecting its information system, services and all its digital assets against security incidents (e.g. accidents, malicious acts, massive cyber-attacks). The existing risk assessment methodologies (e.g. eBIOS, OCTAVE, CRAMM, NIST-800) adopt a technical approach considering as attack factors only the capability, intention and target of the attacker, and not paying attention to the attacker’s psychological profile and personality traits. In this paper, a socio-technical approach is proposed in cyber risk assessment, in order to achieve more realistic risk estimates by considering the personality traits of the attackers. In particular, based upon principles from investigative psychology and behavioural science, a multi-dimensional, extended, quantifiable model for an attacker’s profile is developed, which becomes an additional factor in the cyber risk level calculation.

Keywords: Attacker, behavioural models, cyber risk assessment, cyber-security, human factors, investigative psychology, ISO27001, ISO27005.

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Authors: A.Khaja Kamaluddin, B.Muhammed Yousoof

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Routing places an important role in determining the quality of service in wireless networks. The routing methods adopted in wireless networks have many drawbacks. This paper aims to review the current routing methods used in wireless networks. This paper proposes an innovative solution to overcome the problems in routing. This solution is aimed at improving the Quality of Service. This solution is different from others as it involves the resuage of the part of the virtual circuits. This improvement in quality of service is important especially in propagation of multimedia applications like video, animations etc. So it is the dire need to propose a new solution to improve the quality of service in ATM wireless networks for multimedia applications especially during this era of multimedia based applications.

Keywords: Packet buffering, Routing Table, Virtual Circuits (VC)

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Authors: Imen Aouini, Lamia Ben Azzouz

Abstract:

The energy need is growing rapidly due to the population growth and the large new usage of power. Several works put considerable efforts to make the electricity grid more intelligent to reduce essentially energy consumption and provide efficiency and reliability of power systems. The Smart Grid is a complex architecture that covers critical devices and systems vulnerable to significant attacks. Hence, security is a crucial factor for the success and the wide deployment of Smart Grids. In this paper, we present security issues of the Smart Grid architecture and we highlight open issues that will make the Smart Grid security a challenging research area in the future.

Keywords: Smart grids, smart meters, home area network, neighbor area network.

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Authors: Zainab M. Musa, Nordin M. A. Rahman, Julaily A. Jusoh

Abstract:

The web services applications for digital reference service (WSDRS) of LIS model is an informal model that claims to reduce the problems of digital reference services in libraries. It uses web services technology to provide efficient way of satisfying users’ needs in the reference section of libraries. The formal WSDRS model consists of the Z specifications of all the informal specifications of the model. This paper discusses the formal validation of the Z specifications of WSDRS model. The authors formally verify and thus validate the properties of the model using Z/EVES theorem prover.

Keywords: Validation, verification, formal, theorem proving.

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Authors: Rajlaxmi Chouhan, Pritee Khanna

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In this manuscript, a wavelet-based blind watermarking scheme has been proposed as a means to provide security to authenticity of a fingerprint. The information used for identification or verification of a fingerprint mainly lies in its minutiae. By robust watermarking of the minutiae in the fingerprint image itself, the useful information can be extracted accurately even if the fingerprint is severely degraded. The minutiae are converted in a binary watermark and embedding these watermarks in the detail regions increases the robustness of watermarking, at little to no additional impact on image quality. It has been experimentally shown that when the minutiae is embedded into wavelet detail coefficients of a fingerprint image in spread spectrum fashion using a pseudorandom sequence, the robustness is observed to have a proportional response while perceptual invisibility has an inversely proportional response to amplification factor “K". The DWT-based technique has been found to be very robust against noises, geometrical distortions filtering and JPEG compression attacks and is also found to give remarkably better performance than DCT-based technique in terms of correlation coefficient and number of erroneous minutiae.

Keywords: Fingerprint watermarking, minutiae, discrete wavelet transform, PN sequence

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Authors: Yoonjung An, Yongtae Park

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Offering a Product-Service System (PSS) is a well-accepted strategy that companies may adopt to provide a set of systemic solutions to customers. PSSs were initially provided in a simple form but now take diversified and complex forms involving multiple services, products and technologies. With the growing interest in the PSS, frameworks for the PSS development have been introduced by many researchers. However, most of the existing frameworks fail to examine various relations existing in a complex PSS. Since designing a complex PSS involves full integration of multiple products and services, it is essential to identify not only product-service relations but also product-product/ service-service relations. It is also equally important to specify how they are related for better understanding of the system. Moreover, as customers tend to view their purchase from a more holistic perspective, a PSS should be developed based on the whole system’s requirements, rather than focusing only on the product requirements or service requirements. Thus, we propose a framework to develop a complex PSS that is coordinated fully with the requirements of both worlds. Specifically, our approach adopts a multi-domain matrix (MDM). A MDM identifies not only inter-domain relations but also intra-domain relations so that it helps to design a PSS that includes highly desired and closely related core functions/ features. Also, various dependency types and rating schemes proposed in our approach would help the integration process.

Keywords: Inter-domain relations, intra-domain relations, multi-domain matrix, product-service system design.

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Authors: Yun Bai

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Representing objects in a dynamic domain is essential in commonsense reasoning under some circumstances. Classical logics and their nonmonotonic consequences, however, are usually not able to deal with reasoning with dynamic domains due to the fact that every constant in the logical language denotes some existing object in the static domain. In this paper, we explore a logical formalization which allows us to represent nonexisting objects in commonsense reasoning. A formal system named N-theory is proposed for this purpose and its possible application in computer security is briefly discussed.

Keywords: knowledge representation and reasoning, commonsensereasoning, computer security

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Authors: Abdallah Al Sabbagh

Abstract:

Next Generation Wireless Network (NGWN) is expected to be a heterogeneous network which integrates all different Radio Access Technologies (RATs) through a common platform. A major challenge is how to allocate users to the most suitable RAT for them. An optimized solution can lead to maximize the efficient use of radio resources, achieve better performance for service providers and provide Quality of Service (QoS) with low costs to users. Currently, Radio Resource Management (RRM) is implemented efficiently for the RAT that it was developed. However, it is not suitable for a heterogeneous network. Common RRM (CRRM) was proposed to manage radio resource utilization in the heterogeneous network. This paper presents a user level Markov model for a three co-located RAT networks. The load-balancing based and service based CRRM algorithms have been studied using the presented Markov model. A comparison for the performance of load-balancing based and service based CRRM algorithms is studied in terms of traffic distribution, new call blocking probability, vertical handover (VHO) call dropping probability and throughput.

Keywords: Heterogeneous Wireless Network, Markov chain model, load-balancing based and service based algorithm, CRRM algorithms, Beyond 3G network.

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Authors: Kuo-Cheng Liu

Abstract:

In this paper, we propose ablock-wise watermarking scheme for color image authentication to resist malicious tampering of digital media. The thresholding technique is incorporated into the scheme such that the tampered region of the color image can be recovered with high quality while the proofing result is obtained. The watermark for each block consists of its dual authentication data and the corresponding feature information. The feature information for recovery iscomputed bythe thresholding technique. In the proofing process, we propose a dual-option parity check method to proof the validity of image blocks. In the recovery process, the feature information of each block embedded into the color image is rebuilt for high quality recovery. The simulation results show that the proposed watermarking scheme can effectively proof the tempered region with high detection rate and can recover the tempered region with high quality.

Keywords: thresholding technique, tamper proofing, tamper recovery

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Authors: Jaouadi Ikram, Machhout Mohsen

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The development of a quantum key distribution (QKD) system on a field-programmable gate array (FPGA) platform is the subject of this paper. A quantum cryptographic protocol is designed based on the properties of quantum information and the characteristics of FPGAs. The proposed protocol performs key extraction, reconciliation, error correction, and privacy amplification tasks to generate a perfectly secret final key. We modeled the presence of the spy in our system with a strategy to reveal some of the exchanged information without being noticed. Using an FPGA card with a 100 MHz clock frequency, we have demonstrated the evolution of the error rate as well as the amounts of mutual information (between the two interlocutors and that of the spy) passing from one step to another in the key generation process.

Keywords: QKD, BB84, protocol, cryptography, FPGA, key, security, communication.

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Authors: M. Zeghid, M. Machhout, L. Khriji, A. Baganne, R. Tourki

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With the fast evolution of digital data exchange, security information becomes much important in data storage and transmission. Due to the increasing use of images in industrial process, it is essential to protect the confidential image data from unauthorized access. In this paper, we analyze the Advanced Encryption Standard (AES), and we add a key stream generator (A5/1, W7) to AES to ensure improving the encryption performance; mainly for images characterised by reduced entropy. The implementation of both techniques has been realized for experimental purposes. Detailed results in terms of security analysis and implementation are given. Comparative study with traditional encryption algorithms is shown the superiority of the modified algorithm.

Keywords: Cryptography, Encryption, Advanced EncryptionStandard (AES), ECB mode, statistical analysis, key streamgenerator.

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Authors: P. Vel, H. Mubarak, M. A. Malak

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The elements for success in the service industry for many organizations have been studied and quantified. They range from effective performance evaluation and management to adequately implementing seven P’s. However, the success story of every organization is unique. What might work for one organization might not for another as every company is inherently distinctive. In this paper, the strategic framework behind the success of Liberty Automobiles Dubai is captured. The primary data necessary for this paper was collected through in-depth interviews with the managers for sales, service and marketing as well as the group general manager. Subsequently, the key areas that led to the success of Liberty Autos will be discussed in this paper.

Keywords: Services marketing, automotive retailing, and retailer success.

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Authors: Salima Hacini, Haoua Cheribi, Zizette Boufaïda

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The paradigm of mobile agent provides a promising technology for the development of distributed and open applications. However, one of the main obstacles to widespread adoption of the mobile agent paradigm seems to be security. This paper treats the security of the mobile agent against malicious host attacks. It describes generic mobile agent protection architecture. The proposed approach is based on the dynamic adaptability and adopts the reflexivity as a model of conception and implantation. In order to protect it against behaviour analysis attempts, the suggested approach supplies the mobile agent with a flexibility faculty allowing it to present an unexpected behaviour. Furthermore, some classical protective mechanisms are used to reinforce the level of security.

Keywords: Dynamic adaptability, malicious host, mobile agent security, reflexivity.

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Authors: Md. Ataullah, Naveen Chauhan

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The Address Resolution Protocol (ARP) is used by computers to map logical addresses (IP) to physical addresses (MAC). However ARP is an all trusting protocol and is stateless which makes it vulnerable to many ARP cache poisoning attacks such as Man-in-the-Middle (MITM) and Denial of service (DoS) attacks. These flaws result in security breaches thus weakening the appeal of the computer for exchange of sensitive data. In this paper we describe ARP, outline several possible ARP cache poisoning attacks and give the detailed of some attack scenarios in network having both wired and wireless hosts. We have analyzed each of proposed solutions, identify their strengths and limitations. Finally get that no solution offers a feasible solution. Hence, this paper presents an efficient and secure version of ARP that is able to cope up with all these types of attacks and is also a feasible solution. It is a stateful protocol, by storing the information of the Request frame in the ARP cache, to reduce the chances of various types of attacks in ARP. It is more efficient and secure by broadcasting ARP Reply frame in the network and storing related entries in the ARP cache each time when communication take place.

Keywords: ARP cache poisoning, MITM, DoS

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Authors: Georgi Bebrov, Rozalina Dimova

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In the field of quantum secure communication, there is no evaluation that characterizes quantum secure communication (QSC) protocols in a complete, general manner. The current paper addresses the problem concerning the lack of such an evaluation for QSC protocols by introducing an optimality evaluation, which is expressed as the average over the three main parameters of QSC protocols: efficiency, security, and practicality. For the efficiency evaluation, the common expression of this parameter is used, which incorporates all the classical and quantum resources (bits and qubits) utilized for transferring a certain amount of information (bits) in a secure manner. By using criteria approach whether or not certain criteria are met, an expression for the practicality evaluation is presented, which accounts for the complexity of the QSC practical realization. Based on the error rates that the common quantum attacks (Measurement and resend, Intercept and resend, probe attack, and entanglement swapping attack) induce, the security evaluation for a QSC protocol is proposed as the minimum function taken over the error rates of the mentioned quantum attacks. For the sake of clarity, an example is presented in order to show how the optimality is calculated.

Keywords: Quantum cryptography, quantum secure communcation, quantum secure direct communcation security, quantum secure direct communcation efficiency, quantum secure direct communcation practicality.

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Authors: M. Al-hawari, H. AL–Yamani, B. Izwawa

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Recognizing the increasing importance of using the Internet to conduct business, this paper looks at some related matters associated with small businesses making a decision of whether or not to have a Website and go online. Small businesses in Saudi Arabia struggle to have this decision. For organizations, to fully go online, conduct business and provide online information services, they need to connect their database to the Web. Some issues related to doing that might be beyond the capabilities of most small businesses in Saudi Arabia, such as Website management, technical issues and security concerns. Here we focus on a small business firm in Saudi Arabia (Case Study), discussing the issues related to going online decision and the firm's options of what to do and how to do it. The paper suggested some valuable solutions of connecting databases to the Web. It also discusses some of the important issues related to online information services and e-commerce, mainly Web hosting options and security issues.

Keywords: E-Commerce, Saudi Arabia, Small business, Webdatabase connection, Web hosting, World Wide Web (Web).

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Authors: Dominika Crnjac Milic, Martina Martinovic, Vladimir Simovic

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The case study method in this paper shows the implementation of Information Technology (IT) and the Serial Shipping Container Code (SSCC) in a Croatian company that deals with logistics operations and provides logistics services in the cold chain segment. This company is aware of the sensitivity of the goods entrusted to them by the user of the service, as well as of the importance of speed and accuracy in providing logistics services. To that end, it has implemented and used the latest IT to ensure the highest standard of high-quality logistics services to its customers. Looking for efficiency and optimization of supply chain management, while maintaining a high level of quality of the products that are sold, today's users of outsourced logistics services are open to the implementation of new IT products that ultimately deliver savings. By analysing the positive results and the difficulties that arise when using this technology, we aim to provide an insight into the potential of this approach of the logistics service provider.

Keywords: Logistics operations, serial shipping container code, SSCC, information technology, cost optimization.

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Authors: Victoria A. Okwoche, Benjamin C. Asogwa

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This paper analysed the food security situation among Nigerian rural farmers. Data collected on 202 rural farmers from Benue State were analysed using descriptive and inferential statistics. The study revealed that majority of the respondents (60.83%) had medium dietary diversity. Furthermore, household daily calorie requirement for the food secure households was 10,723 and the household daily calorie consumption was 12,598, with a surplus index of 0.04. The food security index was 1.16. The Household daily per capita calorie consumption was 3,221.2. For the food insecure households, the household daily calorie requirement was 20,213 and the household daily calorie consumption was 17,393. The shortfall index was 0.14. The food security index was 0.88. The Household daily per capita calorie consumption was 2,432.8. The most commonly used coping strategies during food stress included intercropping (99.2%), reliance on less preferred food (98.1%), limiting portion size at meal times (85.8%) and crop diversification (70.8%).

Keywords: Analysis, food security, rural areas, farmers, Nigeria.

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Authors: Theodosios Tsiakis, George Stephanides, George Pekos

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The growth of open networks created the interest to commercialise it. The establishment of an electronic business mechanism must be accompanied by a digital – electronic payment system to transfer the value of transactions. Financial organizations are requested to offer a secure e-payment synthesis with equivalent level of security served in conventional paper-based payment transactions. PKI, which is functioning as a chain of trust in security architecture, can enable security services of cryptography to epayments, in order to take advantage of the wider base either of customer or of trading partners and the reduction of cost transaction achieved by the use of Internet channels. The paper addresses the possibilities and the implementation suggestions of PKI in relevance to electronic payments by suggesting a framework that should be followed.

Keywords: Electronic Payment, Security, Trust

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Authors: Anthony Vandarakis

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Today’s International Service Learning practices require an update: modern technologies, fresh educational frameworks, and a new operating system to accountably prosper. This paper describes a model of International Service Learning (ISL), which combines current technological hardware, electronic platforms, and asynchronous communications that are grounded in inclusive pedagogy. This model builds on the work around collaborative field trip learning, extending the reach to international partnerships across continents. Mobile technology, 21^st century skills and summit-basecamp modeling intersect to support novel forms of learning that tread lightly on fragile natural ecosystems, affirm local reciprocal partnership in projects, and protect traveling participants from common yet avoidable cultural pitfalls.

Keywords: International Service Learning, ISL, field experiences, mobile technology, ‘out there in here’, summit basecamp pedagogy.

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Authors: Tasneem Halawani, Yamen Khateeb

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With customers’ ever-increasing expectations for fast services provisioning for all their business needs, information technology (IT) organizations, as business partners, have to cope with this demanding environment and deliver their services in the most effective and efficient way. The purpose of this paper is to identify optimization and automation opportunities for the top requested IT services in a heterogenic digital environment and widely spread customer base. In collaboration with systems, processes, and subject matter experts (SMEs), the processes in scope were approached by analyzing four-year related historical data, identifying and surveying stakeholders, modeling the as-is processes, and studying systems integration/automation capabilities. This effort resulted in identifying several pain areas, including standardization, unnecessary customer and IT involvement, manual steps, systems integration, and performance measurement. These pain areas were addressed by standardizing the top five requested IT services, eliminating/automating 43 steps, and utilizing a single platform for end-to-end process execution. In conclusion, the optimization of IT service request processes in a heterogenic digital environment and widely spread customer base is challenging, yet achievable without compromising the service quality and customers’ added value. Further studies can focus on measuring the value of the eliminated/automated process steps to quantify the enhancement impact. Moreover, a similar approach can be utilized to optimize other IT service requests, with a focus on business criticality.

Keywords: Automation, customer value, heterogenic, integration, IT services, optimization, processes.

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