Abstract: Since the introduction of ServiceNow, the UK’s Science Museum Group’s (SMG) ICT service desk portal, there has not been an analysis of the tools available to SMG staff for Just-in-time knowledge acquisition (Knowledge Management Systems) and reporting ICT incidents with a focus on an aspect of professional identity namely, gender. Therefore, it is important for SMG to investigate the apparent disparities so that solutions can be derived to minimize this digital divide if one exists. This study is conducted in the milieu of UK museums, galleries, arts, academic, charitable, and cultural heritage sector. It is acknowledged at SMG that there are challenges with keeping up with an ever-changing digital landscape. Subsequently, this entails the rapid upskilling of staff and developing an infrastructure that supports just-in-time technological knowledge acquisition and reporting technology related issues. This problem was addressed by analysing ServiceNow ICT incident reports and reports from knowledge articles from a six-month period from February to July. This study found a statistically significant relationship between gender and reporting an ICT incident. There is also a significant relationship between gender and the priority level of ICT incident. Interestingly, there is no statistically significant relationship between gender and reading knowledge articles. Additionally, there is no statistically significant relationship between gender and reporting an ICT incident related to the knowledge article that was read by staff. The knowledge acquired from this study is useful to service desk management practice as it will help to inform the creation of future knowledge articles and ICT incident reporting processes.
Abstract: Collection of information on incidents is regularly done through pre-printed incident report forms. These tend to be incomplete and frequently lack essential information. ne consequence is that reports with inadequate information, that do not fulfil analysts’ requirements, are transferred into the analysis process. To improve an incident reporting form, theory in design science, witness psychology and interview and questionnaire research has been used. Previously three experiments have been conducted to evaluate the form and shown significant improved results. The form has proved to capture knowledge, regardless of the incidents’ character or context. The aim in this paper is to describe how design science, in more detail a design hierarchy can be used to construct a collection form for improvements in safety science.
Abstract: This paper presents the results of a comprehensive
investigation of five blackouts that occurred on 28 August to 8
September 2011 due to bushing failures of the 132/33 kV, 125 MVA
transformers at JBB Ali Grid station. The investigation aims to
explore the root causes of the bushing failures and come up with
recommendations that help in rectifying the problem and avoiding the
reoccurrence of similar type of incidents. The incident reports about
the failed bushings and the SCADA reports at this grid station were
examined and analyzed. Moreover, comprehensive power quality
field measurements at ten 33/11 kV substations (S/Ss) in JBB Ali
area were conducted, and frequency scans were performed to verify
any harmonic resonance frequencies due to power factor correction
capacitors. Furthermore, the daily operations of the on-load tap
changers (OLTCs) of both the 125 MVA and 20 MVA transformers
at JBB Ali Grid station have been analyzed. The investigation
showed that the five bushing failures were due to a local problem, i.e.
internal degradation of the bushing insulation. This has been
confirmed by analyzing the time interval between successive OLTC
operations of the faulty grid transformers. It was also found that
monitoring the number of OLTC operations can help in predicting
bushing failure.