{"id":"https://openalex.org/W1580015043","doi":"https://doi.org/10.1007/978-3-540-30184-4_6","title":"Business Driven Prioritization of Service Incidents","display_name":"Business Driven Prioritization of Service Incidents","publication_year":2004,"publication_date":"2004-01-01","ids":{"openalex":"https://openalex.org/W1580015043","doi":"https://doi.org/10.1007/978-3-540-30184-4_6","mag":"1580015043"},"language":"en","primary_location":{"id":"doi:10.1007/978-3-540-30184-4_6","is_oa":true,"landing_page_url":"https://doi.org/10.1007/978-3-540-30184-4_6","pdf_url":"https://link.springer.com/content/pdf/10.1007%2F978-3-540-30184-4_6.pdf","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,"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"},"type":"conference-paper","indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"bronze","oa_url":"https://link.springer.com/content/pdf/10.1007%2F978-3-540-30184-4_6.pdf","any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5069210064","display_name":"Claudio Bartolini","orcid":null},"institutions":[{"id":"https://openalex.org/I1324840837","display_name":"Hewlett-Packard (United States)","ror":"https://ror.org/059rn9488","country_code":"US","type":"company","lineage":["https://openalex.org/I1324840837"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Claudio Bartolini","raw_affiliation_strings":["HP Laboratories, Palo Alto, USA","HP Labs,"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"HP Laboratories, Palo Alto, USA","institution_ids":["https://openalex.org/I1324840837"]},{"raw_affiliation_string":"HP Labs,","institution_ids":["https://openalex.org/I1324840837"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5001161413","display_name":"M. Salle","orcid":null},"institutions":[{"id":"https://openalex.org/I1324840837","display_name":"Hewlett-Packard (United States)","ror":"https://ror.org/059rn9488","country_code":"US","type":"company","lineage":["https://openalex.org/I1324840837"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Mathias Sall\u00e9","raw_affiliation_strings":["HP Laboratories, Palo Alto, USA","HP Labs,"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"HP Laboratories, Palo Alto, USA","institution_ids":["https://openalex.org/I1324840837"]},{"raw_affiliation_string":"HP Labs,","institution_ids":["https://openalex.org/I1324840837"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":[],"corresponding_institution_ids":["https://openalex.org/I1324840837"],"apc_list":{"value":5000,"currency":"EUR","value_usd":5392},"apc_paid":null,"fwci":9.5164,"has_fulltext":false,"cited_by_count":52,"citation_normalized_percentile":{"value":0.98421975,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":89,"max":97},"biblio":{"volume":null,"issue":null,"first_page":"64","last_page":"75"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10703","display_name":"Business Process Modeling and Analysis","score":0.9997000098228455,"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":0.9997000098228455,"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/T11572","display_name":"Information Technology Governance and Strategy","score":0.9988999962806702,"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/T11938","display_name":"ERP Systems Implementation and Impact","score":0.9969000220298767,"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/information-technology-infrastructure-library","display_name":"Information Technology Infrastructure Library","score":0.8673443794250488},{"id":"https://openalex.org/keywords/financial-management-for-it-services","display_name":"Financial management for IT services","score":0.7691434025764465},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.6665582656860352},{"id":"https://openalex.org/keywords/incident-management","display_name":"Incident management","score":0.6446431279182434},{"id":"https://openalex.org/keywords/it-portfolio-management","display_name":"IT portfolio management","score":0.6034275889396667},{"id":"https://openalex.org/keywords/process-management","display_name":"Process management","score":0.5967452526092529},{"id":"https://openalex.org/keywords/knowledge-management","display_name":"Knowledge management","score":0.49915409088134766},{"id":"https://openalex.org/keywords/capacity-management","display_name":"Capacity management","score":0.4388814866542816},{"id":"https://openalex.org/keywords/it-service-management","display_name":"IT service management","score":0.4354126453399658},{"id":"https://openalex.org/keywords/change-management","display_name":"Change management (ITSM)","score":0.43413257598876953},{"id":"https://openalex.org/keywords/business-process","display_name":"Business process","score":0.4217611253261566},{"id":"https://openalex.org/keywords/risk-analysis","display_name":"Risk analysis (engineering)","score":0.3493525981903076},{"id":"https://openalex.org/keywords/information-technology","display_name":"Information technology","score":0.2791377305984497},{"id":"https://openalex.org/keywords/computer-security","display_name":"Computer security","score":0.2326532006263733},{"id":"https://openalex.org/keywords/systems-engineering","display_name":"Systems engineering","score":0.2192191481590271},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.21851184964179993},{"id":"https://openalex.org/keywords/operations-management","display_name":"Operations management","score":0.15250751376152039},{"id":"https://openalex.org/keywords/project-management","display_name":"Project management","score":0.1315200924873352},{"id":"https://openalex.org/keywords/engineering","display_name":"Engineering","score":0.10356059670448303},{"id":"https://openalex.org/keywords/work-in-process","display_name":"Work in process","score":0.074286550283432}],"concepts":[{"id":"https://openalex.org/C201359696","wikidata":"https://www.wikidata.org/wiki/Q152361","display_name":"Information Technology Infrastructure Library","level":3,"score":0.8673443794250488},{"id":"https://openalex.org/C64060820","wikidata":"https://www.wikidata.org/wiki/Q5449727","display_name":"Financial management for IT services","level":5,"score":0.7691434025764465},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.6665582656860352},{"id":"https://openalex.org/C2780952636","wikidata":"https://www.wikidata.org/wiki/Q13479512","display_name":"Incident management","level":2,"score":0.6446431279182434},{"id":"https://openalex.org/C179886680","wikidata":"https://www.wikidata.org/wiki/Q5975206","display_name":"IT portfolio management","level":5,"score":0.6034275889396667},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.5967452526092529},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.49915409088134766},{"id":"https://openalex.org/C191068436","wikidata":"https://www.wikidata.org/wiki/Q2145956","display_name":"Capacity management","level":2,"score":0.4388814866542816},{"id":"https://openalex.org/C2776664667","wikidata":"https://www.wikidata.org/wiki/Q1481411","display_name":"IT service management","level":4,"score":0.4354126453399658},{"id":"https://openalex.org/C123961466","wikidata":"https://www.wikidata.org/wiki/Q1061970","display_name":"Change management (ITSM)","level":3,"score":0.43413257598876953},{"id":"https://openalex.org/C85345410","wikidata":"https://www.wikidata.org/wiki/Q851587","display_name":"Business process","level":3,"score":0.4217611253261566},{"id":"https://openalex.org/C112930515","wikidata":"https://www.wikidata.org/wiki/Q4389547","display_name":"Risk analysis (engineering)","level":1,"score":0.3493525981903076},{"id":"https://openalex.org/C121017731","wikidata":"https://www.wikidata.org/wiki/Q11661","display_name":"Information technology","level":2,"score":0.2791377305984497},{"id":"https://openalex.org/C38652104","wikidata":"https://www.wikidata.org/wiki/Q3510521","display_name":"Computer security","level":1,"score":0.2326532006263733},{"id":"https://openalex.org/C201995342","wikidata":"https://www.wikidata.org/wiki/Q682496","display_name":"Systems engineering","level":1,"score":0.2192191481590271},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.21851184964179993},{"id":"https://openalex.org/C21547014","wikidata":"https://www.wikidata.org/wiki/Q1423657","display_name":"Operations management","level":1,"score":0.15250751376152039},{"id":"https://openalex.org/C15952604","wikidata":"https://www.wikidata.org/wiki/Q179012","display_name":"Project management","level":2,"score":0.1315200924873352},{"id":"https://openalex.org/C127413603","wikidata":"https://www.wikidata.org/wiki/Q11023","display_name":"Engineering","level":0,"score":0.10356059670448303},{"id":"https://openalex.org/C174998907","wikidata":"https://www.wikidata.org/wiki/Q357662","display_name":"Work in process","level":2,"score":0.074286550283432},{"id":"https://openalex.org/C74510933","wikidata":"https://www.wikidata.org/wiki/Q1936145","display_name":"Project portfolio management","level":3,"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/C137335462","wikidata":"https://www.wikidata.org/wiki/Q380772","display_name":"Lean manufacturing","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},{"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/C73938075","wikidata":"https://www.wikidata.org/wiki/Q2858767","display_name":"Application portfolio management","level":4,"score":0.0},{"id":"https://openalex.org/C31258907","wikidata":"https://www.wikidata.org/wiki/Q1301371","display_name":"Computer network","level":1,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.1007/978-3-540-30184-4_6","is_oa":true,"landing_page_url":"https://doi.org/10.1007/978-3-540-30184-4_6","pdf_url":"https://link.springer.com/content/pdf/10.1007%2F978-3-540-30184-4_6.pdf","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,"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:CiteSeerX.psu:10.1.1.196.6380","is_oa":false,"landing_page_url":"http://citeseerx.ist.psu.edu/viewdoc/summary?doi=10.1.1.196.6380","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"http://www.hpl.hp.com/personal/Claudio_Bartolini/dsom04.pdf","raw_type":"text"}],"best_oa_location":{"id":"doi:10.1007/978-3-540-30184-4_6","is_oa":true,"landing_page_url":"https://doi.org/10.1007/978-3-540-30184-4_6","pdf_url":"https://link.springer.com/content/pdf/10.1007%2F978-3-540-30184-4_6.pdf","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,"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"},"sustainable_development_goals":[{"id":"https://metadata.un.org/sdg/9","score":0.6200000047683716,"display_name":"Industry, innovation and infrastructure"}],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":true},"content_urls":{"pdf":"https://content.openalex.org/works/W1580015043.pdf"},"referenced_works_count":7,"referenced_works":["https://openalex.org/W1590041244","https://openalex.org/W1935836462","https://openalex.org/W2142630091","https://openalex.org/W2144846366","https://openalex.org/W2490427761","https://openalex.org/W3027820740","https://openalex.org/W4229580239"],"related_works":["https://openalex.org/W2477103519","https://openalex.org/W2095516943","https://openalex.org/W2295362659","https://openalex.org/W2154994646","https://openalex.org/W1996112973","https://openalex.org/W2273313785","https://openalex.org/W2250673250","https://openalex.org/W2979662640","https://openalex.org/W2745038897","https://openalex.org/W2017505209"],"abstract_inverted_index":null,"counts_by_year":[{"year":2023,"cited_by_count":1},{"year":2021,"cited_by_count":1},{"year":2019,"cited_by_count":1},{"year":2018,"cited_by_count":1},{"year":2017,"cited_by_count":1},{"year":2015,"cited_by_count":2},{"year":2014,"cited_by_count":3},{"year":2013,"cited_by_count":2},{"year":2012,"cited_by_count":2}],"updated_date":"2026-07-29T14:22:42.915294","created_date":"2025-10-10T00:00:00"}