{"id":"https://openalex.org/W1534787791","doi":"https://doi.org/10.1007/978-3-642-15666-3_9","title":"Improving IT Service Management Processes: A Case Study on IT Service Support","display_name":"Improving IT Service Management Processes: A Case Study on IT Service Support","publication_year":2010,"publication_date":"2010-01-01","ids":{"openalex":"https://openalex.org/W1534787791","doi":"https://doi.org/10.1007/978-3-642-15666-3_9","mag":"1534787791"},"language":"en","primary_location":{"id":"doi:10.1007/978-3-642-15666-3_9","is_oa":false,"landing_page_url":"https://doi.org/10.1007/978-3-642-15666-3_9","pdf_url":null,"source":{"id":"https://openalex.org/S2764900261","display_name":"Communications in computer and information science","issn_l":"1865-0929","issn":["1865-0929","1865-0937"],"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":"Communications in Computer and Information Science","raw_type":"book-chapter"},"type":"book-chapter","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/A5005902386","display_name":"Antti Lahtela","orcid":null},"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"]},{"id":"https://openalex.org/I4210107997","display_name":"Finland University","ror":"https://ror.org/014rks409","country_code":"FI","type":"education","lineage":["https://openalex.org/I4210107997"]}],"countries":["FI"],"is_corresponding":false,"raw_author_name":"Antti Lahtela","raw_affiliation_strings":["School of Computing, University of Eastern Finland, Kuopio, Finland","University of Eastern Finland"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"School of Computing, University of Eastern Finland, Kuopio, Finland","institution_ids":["https://openalex.org/I175532246"]},{"raw_affiliation_string":"University of Eastern Finland","institution_ids":["https://openalex.org/I4210107997","https://openalex.org/I175532246"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5016200884","display_name":"Marko J\u00e4ntti","orcid":"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"]},{"id":"https://openalex.org/I4210107997","display_name":"Finland University","ror":"https://ror.org/014rks409","country_code":"FI","type":"education","lineage":["https://openalex.org/I4210107997"]}],"countries":["FI"],"is_corresponding":false,"raw_author_name":"Marko J\u00e4ntti","raw_affiliation_strings":["University of Eastern Finland"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"University of Eastern Finland","institution_ids":["https://openalex.org/I4210107997","https://openalex.org/I175532246"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":2,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":1.174,"has_fulltext":false,"cited_by_count":9,"citation_normalized_percentile":{"value":0.80674293,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":89,"max":96},"biblio":{"volume":null,"issue":null,"first_page":"95","last_page":"106"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T11572","display_name":"Information Technology Governance and Strategy","score":0.9911999702453613,"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":0.9911999702453613,"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/T11891","display_name":"Big Data and Business Intelligence","score":0.9800999760627747,"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/T10679","display_name":"Service-Oriented Architecture and Web Services","score":0.9789999723434448,"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/service","display_name":"Service (business)","score":0.641889214515686},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.5086811184883118},{"id":"https://openalex.org/keywords/it-service-management","display_name":"IT service management","score":0.41321954131126404},{"id":"https://openalex.org/keywords/process-management","display_name":"Process management","score":0.38904592394828796},{"id":"https://openalex.org/keywords/world-wide-web","display_name":"World Wide Web","score":0.35804086923599243},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.26794320344924927},{"id":"https://openalex.org/keywords/information-technology","display_name":"Information technology","score":0.17784100770950317},{"id":"https://openalex.org/keywords/information-technology-infrastructure-library","display_name":"Information Technology Infrastructure Library","score":0.12598657608032227},{"id":"https://openalex.org/keywords/operating-system","display_name":"Operating system","score":0.05539926886558533},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.05174329876899719}],"concepts":[{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.641889214515686},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.5086811184883118},{"id":"https://openalex.org/C2776664667","wikidata":"https://www.wikidata.org/wiki/Q1481411","display_name":"IT service management","level":4,"score":0.41321954131126404},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.38904592394828796},{"id":"https://openalex.org/C136764020","wikidata":"https://www.wikidata.org/wiki/Q466","display_name":"World Wide Web","level":1,"score":0.35804086923599243},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.26794320344924927},{"id":"https://openalex.org/C121017731","wikidata":"https://www.wikidata.org/wiki/Q11661","display_name":"Information technology","level":2,"score":0.17784100770950317},{"id":"https://openalex.org/C201359696","wikidata":"https://www.wikidata.org/wiki/Q152361","display_name":"Information Technology Infrastructure Library","level":3,"score":0.12598657608032227},{"id":"https://openalex.org/C111919701","wikidata":"https://www.wikidata.org/wiki/Q9135","display_name":"Operating system","level":1,"score":0.05539926886558533},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.05174329876899719}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1007/978-3-642-15666-3_9","is_oa":false,"landing_page_url":"https://doi.org/10.1007/978-3-642-15666-3_9","pdf_url":null,"source":{"id":"https://openalex.org/S2764900261","display_name":"Communications in computer and information science","issn_l":"1865-0929","issn":["1865-0929","1865-0937"],"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":"Communications in Computer and Information Science","raw_type":"book-chapter"}],"best_oa_location":null,"sustainable_development_goals":[{"id":"https://metadata.un.org/sdg/9","display_name":"Industry, innovation and infrastructure","score":0.6399999856948853}],"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":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":23,"referenced_works":["https://openalex.org/W47363023","https://openalex.org/W1527311855","https://openalex.org/W1593679036","https://openalex.org/W1605965790","https://openalex.org/W1926205450","https://openalex.org/W1983998271","https://openalex.org/W2006479099","https://openalex.org/W2008616419","https://openalex.org/W2013627669","https://openalex.org/W2052678789","https://openalex.org/W2054987507","https://openalex.org/W2055094362","https://openalex.org/W2057687757","https://openalex.org/W2064454721","https://openalex.org/W2119876163","https://openalex.org/W2122382822","https://openalex.org/W2123304193","https://openalex.org/W2141951329","https://openalex.org/W2162467055","https://openalex.org/W2172275625","https://openalex.org/W3099665066","https://openalex.org/W3123397884","https://openalex.org/W4285719527"],"related_works":["https://openalex.org/W2748952813","https://openalex.org/W2947314216","https://openalex.org/W2183277120","https://openalex.org/W2147271688","https://openalex.org/W159263604","https://openalex.org/W2474247967","https://openalex.org/W1600458433","https://openalex.org/W2989208964","https://openalex.org/W3025129675","https://openalex.org/W2147625249"],"abstract_inverted_index":null,"counts_by_year":[{"year":2022,"cited_by_count":1},{"year":2021,"cited_by_count":2},{"year":2020,"cited_by_count":1},{"year":2018,"cited_by_count":2},{"year":2014,"cited_by_count":1},{"year":2012,"cited_by_count":2}],"updated_date":"2026-06-11T09:08:48.828518","created_date":"2025-10-10T00:00:00"}
