{"id":"https://openalex.org/W2003441281","doi":"https://doi.org/10.1109/icpca.2010.5704127","title":"Building IT-based incident management platform","display_name":"Building IT-based incident management platform","publication_year":2010,"publication_date":"2010-12-01","ids":{"openalex":"https://openalex.org/W2003441281","doi":"https://doi.org/10.1109/icpca.2010.5704127","mag":"2003441281"},"language":"en","primary_location":{"id":"doi:10.1109/icpca.2010.5704127","doi":"https://doi.org/10.1109/icpca.2010.5704127","is_oa":false,"landing_page_url":"https://doi.org/10.1109/icpca.2010.5704127","pdf_url":null,"source":{"id":"https://openalex.org/S7407089178","display_name":"International Conference on Pervasive Computing and Applications (ICPCA)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"conference"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"5th International Conference on Pervasive Computing and Applications","raw_type":"proceedings-article"},"volume":null,"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/A5100743351","display_name":"Qian Wang","orcid":"https://orcid.org/0000-0001-7159-1424","observed_orcids":["https://orcid.org/0000-0001-7159-1424"]},"institutions":[{"id":"https://openalex.org/I139759216","display_name":"Beijing University of Posts and Telecommunications","ror":"https://ror.org/04w9fbh59","country_code":"CN","type":"education","lineage":["https://openalex.org/I139759216"]}],"countries":["CN"],"is_corresponding":false,"raw_author_name":"Qian Wang","raw_affiliation_strings":["School of Computer Science and Technology, Beijing University of Posts and Telecommunications, Beijing, China"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"School of Computer Science and Technology, Beijing University of Posts and Telecommunications, Beijing, China","institution_ids":["https://openalex.org/I139759216"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5046533732","display_name":"Junde Song","orcid":"https://orcid.org/0000-0002-5299-1083","observed_orcids":["https://orcid.org/0000-0002-5299-1083"]},"institutions":[{"id":"https://openalex.org/I139759216","display_name":"Beijing University of Posts and Telecommunications","ror":"https://ror.org/04w9fbh59","country_code":"CN","type":"education","lineage":["https://openalex.org/I139759216"]}],"countries":["CN"],"is_corresponding":false,"raw_author_name":"Junde Song","raw_affiliation_strings":["School of Computer Science and Technology, Beijing University of Posts and Telecommunications, Beijing, China"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"School of Computer Science and Technology, Beijing University of Posts and Telecommunications, Beijing, China","institution_ids":["https://openalex.org/I139759216"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5059342975","display_name":"Lianru Liu","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I139759216","display_name":"Beijing University of Posts and Telecommunications","ror":"https://ror.org/04w9fbh59","country_code":"CN","type":"education","lineage":["https://openalex.org/I139759216"]}],"countries":["CN"],"is_corresponding":false,"raw_author_name":"Lianru Liu","raw_affiliation_strings":["School of Computer Science and Technology, Beijing University of Posts and Telecommunications, Beijing, China"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"School of Computer Science and Technology, Beijing University of Posts and Telecommunications, Beijing, China","institution_ids":["https://openalex.org/I139759216"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5022713918","display_name":"Xiaoxiang Luo","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I139759216","display_name":"Beijing University of Posts and Telecommunications","ror":"https://ror.org/04w9fbh59","country_code":"CN","type":"education","lineage":["https://openalex.org/I139759216"]}],"countries":["CN"],"is_corresponding":false,"raw_author_name":"Xiaoxiang Luo","raw_affiliation_strings":["School of Computer Science and Technology, Beijing University of Posts and Telecommunications, Beijing, China"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"School of Computer Science and Technology, Beijing University of Posts and Telecommunications, Beijing, China","institution_ids":["https://openalex.org/I139759216"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5038978738","display_name":"E Xinhua","orcid":"https://orcid.org/0000-0002-7061-824X","observed_orcids":["https://orcid.org/0000-0002-7061-824X"]},"institutions":[{"id":"https://openalex.org/I139759216","display_name":"Beijing University of Posts and Telecommunications","ror":"https://ror.org/04w9fbh59","country_code":"CN","type":"education","lineage":["https://openalex.org/I139759216"]}],"countries":["CN"],"is_corresponding":false,"raw_author_name":"E XinHua","raw_affiliation_strings":["School of Computer Science and Technology, Beijing University of Posts and Telecommunications, Beijing, China"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"School of Computer Science and Technology, Beijing University of Posts and Telecommunications, Beijing, China","institution_ids":["https://openalex.org/I139759216"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":[],"corresponding_institution_ids":["https://openalex.org/I139759216"],"apc_list":null,"apc_paid":null,"fwci":0.0,"has_fulltext":false,"cited_by_count":10,"citation_normalized_percentile":{"value":0.17698929,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":89,"max":98},"biblio":{"volume":null,"issue":null,"first_page":"359","last_page":"364"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T11572","display_name":"Information Technology Governance and Strategy","score":0.8895999789237976,"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/T11572","display_name":"Information Technology Governance and Strategy","score":0.8895999789237976,"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":0.025599999353289604,"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/T12203","display_name":"Mobile Agent-Based Network Management","score":0.012799999676644802,"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"}}],"keywords":[{"id":"https://openalex.org/keywords/incident-management","display_name":"incident management","score":0.9769999980926514},{"id":"https://openalex.org/keywords/it-service-management","display_name":"IT service management","score":0.8980000019073486},{"id":"https://openalex.org/keywords/itil","display_name":"ITIL","score":0.9909999966621399},{"id":"https://openalex.org/keywords/service-desk","display_name":"service desk","score":0.9309999942779541},{"id":"https://openalex.org/keywords/role-responsibility","display_name":"role responsibilities","score":0.9670000076293945},{"id":"https://openalex.org/keywords/it-support","display_name":"IT support","score":0.5640000104904175},{"id":"https://openalex.org/keywords/platform-design","display_name":"platform design","score":0.6489999890327454}],"concepts":[{"id":"https://openalex.org/C2780952636","wikidata":"https://www.wikidata.org/wiki/Q13479512","display_name":"Incident management","level":2,"score":0.9723239541053772},{"id":"https://openalex.org/C201359696","wikidata":"https://www.wikidata.org/wiki/Q152361","display_name":"Information Technology Infrastructure Library","level":3,"score":0.9322779178619385},{"id":"https://openalex.org/C64060820","wikidata":"https://www.wikidata.org/wiki/Q5449727","display_name":"Financial management for IT services","level":5,"score":0.7563201189041138},{"id":"https://openalex.org/C2776664667","wikidata":"https://www.wikidata.org/wiki/Q1481411","display_name":"IT service management","level":4,"score":0.6013683676719666},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5848228335380554},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.5560998916625977},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.5501837730407715},{"id":"https://openalex.org/C48840187","wikidata":"https://www.wikidata.org/wiki/Q689042","display_name":"Service management","level":4,"score":0.5438308715820312},{"id":"https://openalex.org/C98045186","wikidata":"https://www.wikidata.org/wiki/Q205663","display_name":"Process (computing)","level":2,"score":0.5091544985771179},{"id":"https://openalex.org/C2985105721","wikidata":"https://www.wikidata.org/wiki/Q13479512","display_name":"Incident response","level":2,"score":0.4708497226238251},{"id":"https://openalex.org/C61063171","wikidata":"https://www.wikidata.org/wiki/Q532781","display_name":"Service design","level":4,"score":0.42990797758102417},{"id":"https://openalex.org/C78873551","wikidata":"https://www.wikidata.org/wiki/Q5160111","display_name":"Configuration Management (ITSM)","level":2,"score":0.41081470251083374},{"id":"https://openalex.org/C2909164965","wikidata":"https://www.wikidata.org/wiki/Q6014597","display_name":"Incident report","level":2,"score":0.41078606247901917},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.3691713809967041},{"id":"https://openalex.org/C38652104","wikidata":"https://www.wikidata.org/wiki/Q3510521","display_name":"Computer security","level":1,"score":0.32141944766044617},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.3100995421409607},{"id":"https://openalex.org/C68595000","wikidata":"https://www.wikidata.org/wiki/Q2274177","display_name":"Service delivery framework","level":3,"score":0.21350717544555664},{"id":"https://openalex.org/C121017731","wikidata":"https://www.wikidata.org/wiki/Q11661","display_name":"Information technology","level":2,"score":0.1282234787940979},{"id":"https://openalex.org/C44104985","wikidata":"https://www.wikidata.org/wiki/Q492886","display_name":"Supply chain management","level":3,"score":0.10877817869186401},{"id":"https://openalex.org/C31258907","wikidata":"https://www.wikidata.org/wiki/Q1301371","display_name":"Computer network","level":1,"score":0.09871813654899597},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.06911134719848633},{"id":"https://openalex.org/C79974875","wikidata":"https://www.wikidata.org/wiki/Q483639","display_name":"Cloud computing","level":2,"score":0.0},{"id":"https://openalex.org/C103377522","wikidata":"https://www.wikidata.org/wiki/Q3493999","display_name":"Security information and event management","level":4,"score":0.0},{"id":"https://openalex.org/C111919701","wikidata":"https://www.wikidata.org/wiki/Q9135","display_name":"Operating system","level":1,"score":0.0},{"id":"https://openalex.org/C108713360","wikidata":"https://www.wikidata.org/wiki/Q1824206","display_name":"Supply chain","level":2,"score":0.0},{"id":"https://openalex.org/C184842701","wikidata":"https://www.wikidata.org/wiki/Q370563","display_name":"Cloud computing security","level":3,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1109/icpca.2010.5704127","doi":"https://doi.org/10.1109/icpca.2010.5704127","is_oa":false,"landing_page_url":"https://doi.org/10.1109/icpca.2010.5704127","pdf_url":null,"source":{"id":"https://openalex.org/S7407089178","display_name":"International Conference on Pervasive Computing and Applications (ICPCA)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"conference"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"5th International Conference on Pervasive Computing and Applications","raw_type":"proceedings-article"}],"best_oa_location":null,"sustainable_development_goals":[],"study_designs":[],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":1,"referenced_works":["https://openalex.org/W20218407"],"related_works":["https://openalex.org/W47382365","https://openalex.org/W2126214741","https://openalex.org/W3044289495","https://openalex.org/W2107978124","https://openalex.org/W970170054","https://openalex.org/W1861649748","https://openalex.org/W3203723896","https://openalex.org/W2601359146","https://openalex.org/W2069370369","https://openalex.org/W2134064355"],"abstract_inverted_index":{"In":[0],"order":[1],"to":[2,63],"improve":[3],"the":[4,20,28,31,41,51,61,81,87,90,94,97,119],"IT":[5],"services":[6],"and":[7,33,67,73,93,115],"make":[8],"them":[9],"more":[10],"accessible,":[11],"a":[12,36,106],"lot":[13],"of":[14,22,43,80,89,96,108,118],"service":[15,25,52],"supporting":[16],"platforms":[17,34],"are":[18,84,99],"adopted":[19],"framework":[21],"ITIL.":[23],"The":[24,78],"desks":[26],"as":[27,69,71,74,76],"connector":[29],"between":[30],"customers":[32,62],"play":[35],"very":[37],"essential":[38],"role":[39],"in":[40],"process":[42],"Service":[44],"Support.":[45],"Incident":[46,57],"management":[47,58,83,110],"is":[48],"started":[49],"from":[50],"desh":[53],"directly":[54],"or":[55],"indirectly.":[56],"can":[59],"help":[60],"solve":[64],"their":[65],"problems":[66],"questions":[68],"soon":[70],"possible":[72],"exactly":[75],"possible.":[77],"designs":[79],"incident":[82,91,109,113],"various,":[85],"but":[86],"definition":[88],"states":[92,114],"responsibility":[95],"roles":[98],"usually":[100],"vague.":[101],"This":[102],"paper":[103],"will":[104],"give":[105],"design":[107],"with":[111],"well-defined":[112],"target-clear":[116],"responsibilities":[117],"roles.":[120]},"counts_by_year":[{"year":2023,"cited_by_count":1},{"year":2022,"cited_by_count":1},{"year":2020,"cited_by_count":2},{"year":2017,"cited_by_count":1},{"year":2016,"cited_by_count":1},{"year":2015,"cited_by_count":4}],"updated_date":"2026-10-30T12:39:25.321706","created_date":"2016-06-24T00:00:00"}
