{"id":"https://openalex.org/W2126214741","doi":"https://doi.org/10.1109/icons.2009.17","title":"Defining Requirements for an Incident Management System: A Case Study","display_name":"Defining Requirements for an Incident Management System: A Case Study","publication_year":2009,"publication_date":"2009-01-01","ids":{"openalex":"https://openalex.org/W2126214741","doi":"https://doi.org/10.1109/icons.2009.17","mag":"2126214741"},"language":"en","primary_location":{"id":"doi:10.1109/icons.2009.17","doi":"https://doi.org/10.1109/icons.2009.17","is_oa":false,"landing_page_url":"https://doi.org/10.1109/icons.2009.17","pdf_url":null,"source":{"id":"https://openalex.org/S4306419863","display_name":"International Conference on Systems","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":"2009 Fourth International Conference on Systems","raw_type":"proceedings-article"},"volume":null,"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/A5016200884","display_name":"Marko J\u00e4ntti","orcid":"https://orcid.org/0000-0002-3589-8485","observed_orcids":["https://orcid.org/0000-0002-3589-8485"]},"institutions":[{"id":"https://openalex.org/I175532246","display_name":"University of Eastern Finland","ror":"https://ror.org/00cyydd11","country_code":"FI","type":"education","lineage":["https://openalex.org/I175532246"]}],"countries":["FI"],"is_corresponding":true,"raw_author_name":"Marko J\u00e4ntti","raw_affiliation_strings":["Department of Computer Science, University of Kuopio, Kuopio, Finland","Dept. of Comput. Sci., Univ. of Kuopio, Kuopio"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Computer Science, University of Kuopio, Kuopio, Finland","institution_ids":["https://openalex.org/I175532246"]},{"raw_affiliation_string":"Dept. of Comput. Sci., Univ. of Kuopio, Kuopio","institution_ids":["https://openalex.org/I175532246"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":["https://openalex.org/A5016200884"],"corresponding_institution_ids":["https://openalex.org/I175532246"],"apc_list":null,"apc_paid":null,"fwci":2.4309,"has_fulltext":false,"cited_by_count":18,"citation_normalized_percentile":{"value":0.89010588,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":88,"max":97},"biblio":{"volume":null,"issue":null,"first_page":"184","last_page":"189"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T11572","display_name":"Information Technology Governance and Strategy","score":0.7792999744415283,"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":0.7792999744415283,"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/T10430","display_name":"Software Engineering Techniques and Practices","score":0.1581999957561493,"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/T12127","display_name":"Software System Performance and Reliability","score":0.014299999922513962,"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-system","display_name":"incident management system","score":0.9819999933242798},{"id":"https://openalex.org/keywords/it-service-management","display_name":"IT service management","score":0.8629999756813049},{"id":"https://openalex.org/keywords/itil","display_name":"ITIL","score":0.9860000014305115},{"id":"https://openalex.org/keywords/service-desk","display_name":"service desk","score":0.8650000095367432},{"id":"https://openalex.org/keywords/requirements-definition","display_name":"requirements definition","score":0.671999990940094},{"id":"https://openalex.org/keywords/incident-management","display_name":"incident management","score":0.4959999918937683},{"id":"https://openalex.org/keywords/service-requests","display_name":"service requests","score":0.8500000238418579},{"id":"https://openalex.org/keywords/problem-management","display_name":"problem management","score":0.8790000081062317},{"id":"https://openalex.org/keywords/service-level-agreements","display_name":"service level agreements","score":0.9919999837875366},{"id":"https://openalex.org/keywords/health-information-technology","display_name":"health information technology","score":0.8970000147819519}],"concepts":[{"id":"https://openalex.org/C201359696","wikidata":"https://www.wikidata.org/wiki/Q152361","display_name":"Information Technology Infrastructure Library","level":3,"score":0.9389774799346924},{"id":"https://openalex.org/C2780952636","wikidata":"https://www.wikidata.org/wiki/Q13479512","display_name":"Incident management","level":2,"score":0.9298293590545654},{"id":"https://openalex.org/C6878162","wikidata":"https://www.wikidata.org/wiki/Q1481411","display_name":"Service desk","level":5,"score":0.8433822393417358},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.6208966374397278},{"id":"https://openalex.org/C64060820","wikidata":"https://www.wikidata.org/wiki/Q5449727","display_name":"Financial management for IT services","level":5,"score":0.5353439450263977},{"id":"https://openalex.org/C2776664667","wikidata":"https://www.wikidata.org/wiki/Q1481411","display_name":"IT service management","level":4,"score":0.5327204465866089},{"id":"https://openalex.org/C2909164965","wikidata":"https://www.wikidata.org/wiki/Q6014597","display_name":"Incident report","level":2,"score":0.49559319019317627},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.4954596757888794},{"id":"https://openalex.org/C48840187","wikidata":"https://www.wikidata.org/wiki/Q689042","display_name":"Service management","level":4,"score":0.4443770945072174},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.4231691062450409},{"id":"https://openalex.org/C61063171","wikidata":"https://www.wikidata.org/wiki/Q532781","display_name":"Service design","level":4,"score":0.4155321717262268},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.3493044674396515},{"id":"https://openalex.org/C116537","wikidata":"https://www.wikidata.org/wiki/Q2169973","display_name":"Service provider","level":3,"score":0.34068503975868225},{"id":"https://openalex.org/C38652104","wikidata":"https://www.wikidata.org/wiki/Q3510521","display_name":"Computer security","level":1,"score":0.3146073818206787},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.18491151928901672},{"id":"https://openalex.org/C121017731","wikidata":"https://www.wikidata.org/wiki/Q11661","display_name":"Information technology","level":2,"score":0.13307487964630127},{"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/C44104985","wikidata":"https://www.wikidata.org/wiki/Q492886","display_name":"Supply chain management","level":3,"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},{"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/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"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/C79974875","wikidata":"https://www.wikidata.org/wiki/Q483639","display_name":"Cloud computing","level":2,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1109/icons.2009.17","doi":"https://doi.org/10.1109/icons.2009.17","is_oa":false,"landing_page_url":"https://doi.org/10.1109/icons.2009.17","pdf_url":null,"source":{"id":"https://openalex.org/S4306419863","display_name":"International Conference on Systems","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":"2009 Fourth International Conference on Systems","raw_type":"proceedings-article"}],"best_oa_location":null,"sustainable_development_goals":[],"study_designs":[],"awards":[],"funders":[{"id":"https://openalex.org/F4320321855","display_name":"Tekes","ror":"https://ror.org/02ag8cq23"},{"id":"https://openalex.org/F4320335322","display_name":"European Regional Development Fund","ror":"https://ror.org/00k4n6c32"}],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":17,"referenced_works":["https://openalex.org/W1506150625","https://openalex.org/W1562934601","https://openalex.org/W1605965790","https://openalex.org/W1967914136","https://openalex.org/W2002662724","https://openalex.org/W2006479099","https://openalex.org/W2045643024","https://openalex.org/W2053740194","https://openalex.org/W2060467475","https://openalex.org/W2069845885","https://openalex.org/W2096591909","https://openalex.org/W2140533793","https://openalex.org/W2141951329","https://openalex.org/W2582377764","https://openalex.org/W3138410875","https://openalex.org/W4250319433","https://openalex.org/W4254504887"],"related_works":["https://openalex.org/W7081542265","https://openalex.org/W7152659282","https://openalex.org/W1861649748","https://openalex.org/W7071196552","https://openalex.org/W7168169484","https://openalex.org/W6944063491","https://openalex.org/W2003441281","https://openalex.org/W47382365","https://openalex.org/W13169604","https://openalex.org/W3097174844"],"abstract_inverted_index":{"An":[0,105],"incident":[1,25,42,53,90],"management":[2,43,54,66,91],"process":[3],"is":[4,58],"performed":[5],"by":[6,34],"the":[7,16,41,75],"service":[8,21,31,65,114,141],"desk":[9,22],"that":[10,57],"acts":[11],"as":[12],"contact":[13],"point":[14],"to":[15,73,128],"users":[17],"and":[18,117,126,137],"customers.":[19],"The":[20],"records":[23],"each":[24],"(a":[26],"failure":[27],"report":[28],"or":[29,37],"a":[30,35,38,96,132],"request)":[32],"reported":[33],"user":[36],"customer":[39],"in":[40,50,87,100],"system.":[44,92],"Many":[45],"IT":[46,61],"organizations":[47],"are":[48,103],"interested":[49],"establishing":[51],"an":[52,89],"system":[55],"(IMS)":[56],"compliant":[59],"with":[60],"Infrastructure":[62],"Library":[63],"(ITIL)":[64],"framework.":[67],"In":[68],"this":[69],"study,":[70],"we":[71],"aim":[72],"answer":[74],"research":[76],"question":[77],"is:":[78],"what":[79],"types":[80],"of":[81,111],"requirements":[82],"should":[83,108],"be":[84,109],"taken":[85],"account":[86],"building":[88],"Lessons":[93],"learned":[94],"from":[95],"tool":[97],"specification":[98],"project":[99],"healthcare":[101],"domain":[102],"presented.":[104],"effective":[106],"IMS":[107],"capable":[110],"handling":[112],"incidents,":[113],"requests,":[115],"problems":[116],"requests":[118],"for":[119],"change":[120],"(RFCs);":[121],"enable":[122],"relating":[123],"several":[124],"incidents":[125],"RFCs":[127],"one":[129],"problem;":[130],"have":[131],"public":[133],"known":[134],"error":[135],"database;":[136],"contain":[138],"information":[139],"on":[140],"level":[142],"agreements.":[143]},"counts_by_year":[{"year":2026,"cited_by_count":1},{"year":2019,"cited_by_count":2},{"year":2018,"cited_by_count":1},{"year":2016,"cited_by_count":1},{"year":2014,"cited_by_count":4},{"year":2013,"cited_by_count":3},{"year":2012,"cited_by_count":2}],"updated_date":"2026-11-04T10:54:05.112534","created_date":"2016-06-24T00:00:00"}
