{"id":"https://openalex.org/W103267121","doi":"https://doi.org/10.1007/978-3-642-41030-7_18","title":"Discovering High-Level Performance Models for Ticket Resolution Processes","display_name":"Discovering High-Level Performance Models for Ticket Resolution Processes","publication_year":2013,"publication_date":"2013-01-01","ids":{"openalex":"https://openalex.org/W103267121","doi":"https://doi.org/10.1007/978-3-642-41030-7_18","mag":"103267121"},"language":"en","primary_location":{"id":"doi:10.1007/978-3-642-41030-7_18","doi":"https://doi.org/10.1007/978-3-642-41030-7_18","is_oa":false,"landing_page_url":"https://doi.org/10.1007/978-3-642-41030-7_18","pdf_url":null,"source":{"id":"https://openalex.org/S106296714","display_name":"Lecture notes in computer science","issn_l":"0302-9743","issn":["0302-9743","1611-3349"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["cwts-core","jufo-1","ki-jl-1","norway-1","vabb-shw"],"host_organization":"https://openalex.org/P4310319900","host_organization_name":"Springer Science+Business Media","host_organization_lineage":["https://openalex.org/P4310319900","https://openalex.org/P4310319965"],"host_organization_lineage_names":["Springer Science+Business Media","Springer Nature"],"type":"book series"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Lecture Notes in Computer Science","raw_type":"book-chapter"},"volume":{"id":"https://openalex.org/W2946553200","display_name":"On the Move to Meaningful Internet Systems: OTM 2013 Conferences"},"type":"conference-paper","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5022488945","display_name":"Francesco Folino","orcid":"https://orcid.org/0000-0002-4952-1187","observed_orcids":["https://orcid.org/0000-0002-4952-1187"]},"institutions":[{"id":"https://openalex.org/I3005160176","display_name":"Institute for High Performance Computing and Networking","ror":"https://ror.org/04r5fge26","country_code":"IT","type":"facility","lineage":["https://openalex.org/I3005160176","https://openalex.org/I4210155236"]},{"id":"https://openalex.org/I4210155236","display_name":"National Research Council","ror":"https://ror.org/04zaypm56","country_code":"IT","type":"nonprofit","lineage":["https://openalex.org/I4210155236"]}],"countries":["IT"],"is_corresponding":false,"raw_author_name":"Francesco Folino","raw_affiliation_strings":["Institute ICAR, National Research Council of Italy (CNR), Via Pietro Bucci 41C, I87036, Rende, CS, Italy"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Institute ICAR, National Research Council of Italy (CNR), Via Pietro Bucci 41C, I87036, Rende, CS, Italy","institution_ids":["https://openalex.org/I3005160176","https://openalex.org/I4210155236"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5025844977","display_name":"Massimo Guarascio","orcid":"https://orcid.org/0000-0001-7711-9833","observed_orcids":["https://orcid.org/0000-0001-7711-9833"]},"institutions":[{"id":"https://openalex.org/I3005160176","display_name":"Institute for High Performance Computing and Networking","ror":"https://ror.org/04r5fge26","country_code":"IT","type":"facility","lineage":["https://openalex.org/I3005160176","https://openalex.org/I4210155236"]},{"id":"https://openalex.org/I4210155236","display_name":"National Research Council","ror":"https://ror.org/04zaypm56","country_code":"IT","type":"nonprofit","lineage":["https://openalex.org/I4210155236"]}],"countries":["IT"],"is_corresponding":false,"raw_author_name":"Massimo Guarascio","raw_affiliation_strings":["Institute ICAR, National Research Council of Italy (CNR), Via Pietro Bucci 41C, I87036, Rende, CS, Italy"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Institute ICAR, National Research Council of Italy (CNR), Via Pietro Bucci 41C, I87036, Rende, CS, Italy","institution_ids":["https://openalex.org/I3005160176","https://openalex.org/I4210155236"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5051833173","display_name":"Luigi Pontieri","orcid":"https://orcid.org/0000-0003-4513-0362","observed_orcids":["https://orcid.org/0000-0003-4513-0362"]},"institutions":[{"id":"https://openalex.org/I3005160176","display_name":"Institute for High Performance Computing and Networking","ror":"https://ror.org/04r5fge26","country_code":"IT","type":"facility","lineage":["https://openalex.org/I3005160176","https://openalex.org/I4210155236"]},{"id":"https://openalex.org/I4210155236","display_name":"National Research Council","ror":"https://ror.org/04zaypm56","country_code":"IT","type":"nonprofit","lineage":["https://openalex.org/I4210155236"]}],"countries":["IT"],"is_corresponding":false,"raw_author_name":"Luigi Pontieri","raw_affiliation_strings":["Institute ICAR, National Research Council of Italy (CNR), Via Pietro Bucci 41C, I87036, Rende, CS, Italy"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Institute ICAR, National Research Council of Italy (CNR), Via Pietro Bucci 41C, I87036, Rende, CS, Italy","institution_ids":["https://openalex.org/I3005160176","https://openalex.org/I4210155236"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":2,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":{"value":5000,"currency":"EUR","value_usd":5392},"apc_paid":null,"fwci":2.1003,"has_fulltext":false,"cited_by_count":23,"citation_normalized_percentile":{"value":0.85398111,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":89,"max":99},"biblio":{"volume":null,"issue":null,"first_page":"275","last_page":"282"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10703","display_name":"Business Process Modeling and Analysis","score":0.9901999831199646,"subfield":{"id":"https://openalex.org/subfields/1404","display_name":"Management Information Systems"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10703","display_name":"Business Process Modeling and Analysis","score":0.9901999831199646,"subfield":{"id":"https://openalex.org/subfields/1404","display_name":"Management Information Systems"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T12127","display_name":"Software System Performance and Reliability","score":0.006099999882280827,"subfield":{"id":"https://openalex.org/subfields/1705","display_name":"Computer Networks and Communications"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},{"id":"https://openalex.org/T10538","display_name":"Data Mining Algorithms and Applications","score":0.00019999999494757503,"subfield":{"id":"https://openalex.org/subfields/1710","display_name":"Information Systems"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/expert-clustering","display_name":"expert clustering","score":0.9089999794960022},{"id":"https://openalex.org/keywords/logs","display_name":"logs","score":0.4399999976158142},{"id":"https://openalex.org/keywords/it-service-management","display_name":"IT service management","score":0.5879999995231628}],"concepts":[{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.8533158302307129},{"id":"https://openalex.org/C2776540713","wikidata":"https://www.wikidata.org/wiki/Q7800647","display_name":"Ticket","level":2,"score":0.8463973999023438},{"id":"https://openalex.org/C138268822","wikidata":"https://www.wikidata.org/wiki/Q1051925","display_name":"Resolution (logic)","level":2,"score":0.5023410320281982},{"id":"https://openalex.org/C154945302","wikidata":"https://www.wikidata.org/wiki/Q11660","display_name":"Artificial intelligence","level":1,"score":0.2218833565711975},{"id":"https://openalex.org/C38652104","wikidata":"https://www.wikidata.org/wiki/Q3510521","display_name":"Computer security","level":1,"score":0.1344640552997589}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1007/978-3-642-41030-7_18","doi":"https://doi.org/10.1007/978-3-642-41030-7_18","is_oa":false,"landing_page_url":"https://doi.org/10.1007/978-3-642-41030-7_18","pdf_url":null,"source":{"id":"https://openalex.org/S106296714","display_name":"Lecture notes in computer science","issn_l":"0302-9743","issn":["0302-9743","1611-3349"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["cwts-core","jufo-1","ki-jl-1","norway-1","vabb-shw"],"host_organization":"https://openalex.org/P4310319900","host_organization_name":"Springer Science+Business Media","host_organization_lineage":["https://openalex.org/P4310319900","https://openalex.org/P4310319965"],"host_organization_lineage_names":["Springer Science+Business Media","Springer Nature"],"type":"book series"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Lecture Notes in Computer Science","raw_type":"book-chapter"}],"best_oa_location":null,"sustainable_development_goals":[],"sustainable_development_goals_aurora":[],"study_designs":[],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":12,"referenced_works":["https://openalex.org/W157614939","https://openalex.org/W1585610988","https://openalex.org/W1700914952","https://openalex.org/W2079317829","https://openalex.org/W2100115309","https://openalex.org/W2134937538","https://openalex.org/W2148442785","https://openalex.org/W2157067562","https://openalex.org/W2157843210","https://openalex.org/W2165021061","https://openalex.org/W3168799517","https://openalex.org/W4252454150"],"related_works":["https://openalex.org/W157614939","https://openalex.org/W7073937019","https://openalex.org/W3123284765","https://openalex.org/W182098796","https://openalex.org/W2039858039","https://openalex.org/W2772402938","https://openalex.org/W1957611259","https://openalex.org/W2230456294","https://openalex.org/W658159538","https://openalex.org/W2517029221"],"abstract_inverted_index":null,"counts_by_year":[{"year":2026,"cited_by_count":3},{"year":2025,"cited_by_count":1},{"year":2022,"cited_by_count":2},{"year":2020,"cited_by_count":1},{"year":2019,"cited_by_count":5},{"year":2018,"cited_by_count":6},{"year":2017,"cited_by_count":1},{"year":2016,"cited_by_count":1},{"year":2015,"cited_by_count":2},{"year":2014,"cited_by_count":1}],"updated_date":"2026-10-14T16:39:01.820549","created_date":"2016-06-24T00:00:00"}
