{"id":"https://openalex.org/W2114102448","doi":"https://doi.org/10.1007/978-3-642-38827-9_21","title":"A Decision Support Tool to Define Scope in IT Service Management Process Assessment and Improvement","display_name":"A Decision Support Tool to Define Scope in IT Service Management Process Assessment and Improvement","publication_year":2013,"publication_date":"2013-01-01","ids":{"openalex":"https://openalex.org/W2114102448","doi":"https://doi.org/10.1007/978-3-642-38827-9_21","mag":"2114102448"},"language":"en","primary_location":{"id":"doi:10.1007/978-3-642-38827-9_21","doi":"https://doi.org/10.1007/978-3-642-38827-9_21","is_oa":false,"landing_page_url":"https://doi.org/10.1007/978-3-642-38827-9_21","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/W2479997163","display_name":"Design Science at the Intersection of Physical and Virtual Design"},"type":"conference-paper","is_traditional":true,"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/A5051251687","display_name":"Anup Shrestha","orcid":"https://orcid.org/0000-0002-2952-0072","observed_orcids":["https://orcid.org/0000-0002-2952-0072"]},"institutions":[{"id":"https://openalex.org/I185523456","display_name":"University of Southern Queensland","ror":"https://ror.org/04sjbnx57","country_code":"AU","type":"education","lineage":["https://openalex.org/I185523456"]}],"countries":["AU"],"is_corresponding":false,"raw_author_name":"Anup Shrestha","raw_affiliation_strings":["School of Information Systems, Faculty of Business & Law, University of Southern Queensland, Toowoomba, Australia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"School of Information Systems, Faculty of Business & Law, University of Southern Queensland, Toowoomba, Australia","institution_ids":["https://openalex.org/I185523456"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5058026964","display_name":"Aileen Cater\u2010Steel","orcid":"https://orcid.org/0000-0003-2478-3129","observed_orcids":["https://orcid.org/0000-0003-2478-3129"]},"institutions":[{"id":"https://openalex.org/I185523456","display_name":"University of Southern Queensland","ror":"https://ror.org/04sjbnx57","country_code":"AU","type":"education","lineage":["https://openalex.org/I185523456"]}],"countries":["AU"],"is_corresponding":false,"raw_author_name":"Aileen Cater-Steel","raw_affiliation_strings":["School of Information Systems, Faculty of Business & Law, University of Southern Queensland, Toowoomba, Australia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"School of Information Systems, Faculty of Business & Law, University of Southern Queensland, Toowoomba, Australia","institution_ids":["https://openalex.org/I185523456"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5079163120","display_name":"Mark Toleman","orcid":"https://orcid.org/0000-0002-0535-8103","observed_orcids":["https://orcid.org/0000-0002-0535-8103"]},"institutions":[{"id":"https://openalex.org/I185523456","display_name":"University of Southern Queensland","ror":"https://ror.org/04sjbnx57","country_code":"AU","type":"education","lineage":["https://openalex.org/I185523456"]}],"countries":["AU"],"is_corresponding":false,"raw_author_name":"Mark Toleman","raw_affiliation_strings":["School of Information Systems, Faculty of Business & Law, University of Southern Queensland, Toowoomba, Australia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"School of Information Systems, Faculty of Business & Law, University of Southern Queensland, Toowoomba, Australia","institution_ids":["https://openalex.org/I185523456"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5100801339","display_name":"Wui\u2010Gee Tan","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I185523456","display_name":"University of Southern Queensland","ror":"https://ror.org/04sjbnx57","country_code":"AU","type":"education","lineage":["https://openalex.org/I185523456"]}],"countries":["AU"],"is_corresponding":false,"raw_author_name":"Wui-Gee Tan","raw_affiliation_strings":["School of Information Systems, Faculty of Business & Law, University of Southern Queensland, Toowoomba, Australia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"School of Information Systems, Faculty of Business & Law, University of Southern Queensland, Toowoomba, Australia","institution_ids":["https://openalex.org/I185523456"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":[],"corresponding_institution_ids":["https://openalex.org/I185523456"],"apc_list":{"value":5000,"currency":"EUR","value_usd":5392},"apc_paid":null,"fwci":2.0226,"has_fulltext":false,"cited_by_count":8,"citation_normalized_percentile":{"value":0.86108089,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":87,"max":98},"biblio":{"volume":null,"issue":null,"first_page":"308","last_page":"323"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T11572","display_name":"Information Technology Governance and Strategy","score":0.989300012588501,"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":0.989300012588501,"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/T13034","display_name":"Information Systems Education and Curriculum Development","score":0.002300000051036477,"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"}},{"id":"https://openalex.org/T11912","display_name":"Outsourcing and Supply Chain Management","score":0.00139999995008111,"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"}}],"keywords":[{"id":"https://openalex.org/keywords/it-service-management","display_name":"IT service management","score":0.9869999885559082},{"id":"https://openalex.org/keywords/process-selection","display_name":"process selection","score":0.6430000066757202},{"id":"https://openalex.org/keywords/decision-support-system","display_name":"decision support system","score":0.8970000147819519},{"id":"https://openalex.org/keywords/task-technology-fit","display_name":"task-technology fit","score":0.8709999918937683},{"id":"https://openalex.org/keywords/servqual","display_name":"SERVQUAL","score":0.8050000071525574},{"id":"https://openalex.org/keywords/service-perception","display_name":"service perception","score":0.699999988079071},{"id":"https://openalex.org/keywords/balanced-scorecard","display_name":"balanced scorecard","score":0.8489999771118164},{"id":"https://openalex.org/keywords/business-drivers","display_name":"business drivers","score":0.9909999966621399},{"id":"https://openalex.org/keywords/it-service-providers","display_name":"IT service providers","score":0.4779999852180481}],"concepts":[{"id":"https://openalex.org/C2776664667","wikidata":"https://www.wikidata.org/wiki/Q1481411","display_name":"IT service management","level":4,"score":0.7137516140937805},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.6491442918777466},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.6255900263786316},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.5602813363075256},{"id":"https://openalex.org/C2778012447","wikidata":"https://www.wikidata.org/wiki/Q1034415","display_name":"Scope (computer science)","level":2,"score":0.5039331316947937},{"id":"https://openalex.org/C199004533","wikidata":"https://www.wikidata.org/wiki/Q210127","display_name":"Balanced scorecard","level":2,"score":0.4994053840637207},{"id":"https://openalex.org/C201305675","wikidata":"https://www.wikidata.org/wiki/Q852998","display_name":"Stakeholder","level":2,"score":0.4411194920539856},{"id":"https://openalex.org/C85345410","wikidata":"https://www.wikidata.org/wiki/Q851587","display_name":"Business process","level":3,"score":0.4362598657608032},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.43364769220352173},{"id":"https://openalex.org/C107327155","wikidata":"https://www.wikidata.org/wiki/Q330268","display_name":"Decision support system","level":2,"score":0.4303407073020935},{"id":"https://openalex.org/C201359696","wikidata":"https://www.wikidata.org/wiki/Q152361","display_name":"Information Technology Infrastructure Library","level":3,"score":0.3060919940471649},{"id":"https://openalex.org/C121017731","wikidata":"https://www.wikidata.org/wiki/Q11661","display_name":"Information technology","level":2,"score":0.22718089818954468},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.19042861461639404},{"id":"https://openalex.org/C127413603","wikidata":"https://www.wikidata.org/wiki/Q11023","display_name":"Engineering","level":0,"score":0.12627309560775757},{"id":"https://openalex.org/C21547014","wikidata":"https://www.wikidata.org/wiki/Q1423657","display_name":"Operations management","level":1,"score":0.1251794993877411},{"id":"https://openalex.org/C174998907","wikidata":"https://www.wikidata.org/wiki/Q357662","display_name":"Work in process","level":2,"score":0.1140420138835907},{"id":"https://openalex.org/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.0},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.0},{"id":"https://openalex.org/C39549134","wikidata":"https://www.wikidata.org/wiki/Q133080","display_name":"Public relations","level":1,"score":0.0},{"id":"https://openalex.org/C199360897","wikidata":"https://www.wikidata.org/wiki/Q9143","display_name":"Programming language","level":1,"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/C154945302","wikidata":"https://www.wikidata.org/wiki/Q11660","display_name":"Artificial intelligence","level":1,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.1007/978-3-642-38827-9_21","doi":"https://doi.org/10.1007/978-3-642-38827-9_21","is_oa":false,"landing_page_url":"https://doi.org/10.1007/978-3-642-38827-9_21","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"},{"id":"pmh:oai:espace.curtin.edu.au:20.500.11937/58426","doi":null,"is_oa":false,"landing_page_url":"http://hdl.handle.net/20.500.11937/58426","pdf_url":null,"source":{"id":"https://openalex.org/S4306401790","display_name":"eSpace (Curtin University)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I205640436","host_organization_name":"Curtin University","host_organization_lineage":["https://openalex.org/I205640436"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"Conference Paper"}],"best_oa_location":null,"sustainable_development_goals":[],"study_designs":[],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":42,"referenced_works":["https://openalex.org/W49430076","https://openalex.org/W76870052","https://openalex.org/W115116192","https://openalex.org/W124349154","https://openalex.org/W131142675","https://openalex.org/W314570572","https://openalex.org/W1487557448","https://openalex.org/W1508963221","https://openalex.org/W1539847241","https://openalex.org/W1541456620","https://openalex.org/W1571750337","https://openalex.org/W1574311813","https://openalex.org/W1585650195","https://openalex.org/W1587451402","https://openalex.org/W1602519790","https://openalex.org/W1605701154","https://openalex.org/W1926205450","https://openalex.org/W1973452986","https://openalex.org/W1985529311","https://openalex.org/W1988784565","https://openalex.org/W2005497495","https://openalex.org/W2008857148","https://openalex.org/W2017392369","https://openalex.org/W2026368098","https://openalex.org/W2038941908","https://openalex.org/W2078558473","https://openalex.org/W2080104695","https://openalex.org/W2136451344","https://openalex.org/W2136922540","https://openalex.org/W2151020819","https://openalex.org/W2151461605","https://openalex.org/W2165276835","https://openalex.org/W2169571673","https://openalex.org/W2783775934","https://openalex.org/W2916457874","https://openalex.org/W2970235121","https://openalex.org/W3143544474","https://openalex.org/W3151685851","https://openalex.org/W3151727758","https://openalex.org/W4297081765","https://openalex.org/W4301377693","https://openalex.org/W4408487818"],"related_works":["https://openalex.org/W6990184009","https://openalex.org/W115116192","https://openalex.org/W7030287254","https://openalex.org/W1974805188","https://openalex.org/W2426688026","https://openalex.org/W2475159885","https://openalex.org/W7103424191","https://openalex.org/W1626659522","https://openalex.org/W2115444897","https://openalex.org/W2213764345"],"abstract_inverted_index":null,"counts_by_year":[{"year":2021,"cited_by_count":1},{"year":2019,"cited_by_count":1},{"year":2017,"cited_by_count":1},{"year":2014,"cited_by_count":5}],"updated_date":"2026-11-04T10:54:05.112534","created_date":"2016-06-24T00:00:00"}
