{"id":"https://openalex.org/W1563356386","doi":"https://doi.org/10.1007/978-3-642-16419-4_26","title":"Using People CMM for Dealing with Resistance on Implementing ITIL","display_name":"Using People CMM for Dealing with Resistance on Implementing ITIL","publication_year":2010,"publication_date":"2010-01-01","ids":{"openalex":"https://openalex.org/W1563356386","doi":"https://doi.org/10.1007/978-3-642-16419-4_26","mag":"1563356386"},"language":"en","primary_location":{"id":"doi:10.1007/978-3-642-16419-4_26","is_oa":false,"landing_page_url":"https://doi.org/10.1007/978-3-642-16419-4_26","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":"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/A5007369231","display_name":"Ra\u00fal Nunes da Silva","orcid":null},"institutions":[{"id":"https://openalex.org/I203847022","display_name":"Instituto Polit\u00e9cnico de Lisboa","ror":"https://ror.org/04ea70f07","country_code":"PT","type":"education","lineage":["https://openalex.org/I203847022"]},{"id":"https://openalex.org/I4387152517","display_name":"Instituto Superior T\u00e9cnico","ror":"https://ror.org/03db2by73","country_code":"PT","type":"education","lineage":["https://openalex.org/I141596103","https://openalex.org/I4387152517"]}],"countries":["PT"],"is_corresponding":false,"raw_author_name":"Raul Nunes da Silva","raw_affiliation_strings":["Instituto Superior T\u00e9cnico, Lisboa., 1, 1049-001, Lisboa, Portugal"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Instituto Superior T\u00e9cnico, Lisboa., 1, 1049-001, Lisboa, Portugal","institution_ids":["https://openalex.org/I203847022","https://openalex.org/I4387152517"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5020564170","display_name":"Miguel Mira da Silva","orcid":"https://orcid.org/0000-0002-0489-4465"},"institutions":[{"id":"https://openalex.org/I203847022","display_name":"Instituto Polit\u00e9cnico de Lisboa","ror":"https://ror.org/04ea70f07","country_code":"PT","type":"education","lineage":["https://openalex.org/I203847022"]},{"id":"https://openalex.org/I4387152517","display_name":"Instituto Superior T\u00e9cnico","ror":"https://ror.org/03db2by73","country_code":"PT","type":"education","lineage":["https://openalex.org/I141596103","https://openalex.org/I4387152517"]}],"countries":["PT"],"is_corresponding":false,"raw_author_name":"Miguel Mira da Silva","raw_affiliation_strings":["Instituto Superior T\u00e9cnico, Lisboa., 1, 1049-001, Lisboa, Portugal"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Instituto Superior T\u00e9cnico, Lisboa., 1, 1049-001, Lisboa, Portugal","institution_ids":["https://openalex.org/I203847022","https://openalex.org/I4387152517"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5070661010","display_name":"Nelson Gama","orcid":null},"institutions":[{"id":"https://openalex.org/I203847022","display_name":"Instituto Polit\u00e9cnico de Lisboa","ror":"https://ror.org/04ea70f07","country_code":"PT","type":"education","lineage":["https://openalex.org/I203847022"]},{"id":"https://openalex.org/I4387152517","display_name":"Instituto Superior T\u00e9cnico","ror":"https://ror.org/03db2by73","country_code":"PT","type":"education","lineage":["https://openalex.org/I141596103","https://openalex.org/I4387152517"]}],"countries":["PT"],"is_corresponding":false,"raw_author_name":"Nelson Gama","raw_affiliation_strings":["Instituto Superior T\u00e9cnico, Lisboa., 1, 1049-001, Lisboa, Portugal"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Instituto Superior T\u00e9cnico, Lisboa., 1, 1049-001, Lisboa, Portugal","institution_ids":["https://openalex.org/I203847022","https://openalex.org/I4387152517"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":2,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":0.5913,"has_fulltext":false,"cited_by_count":1,"citation_normalized_percentile":{"value":0.6307092,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":null,"biblio":{"volume":null,"issue":null,"first_page":"259","last_page":"263"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T11572","display_name":"Information Technology Governance and Strategy","score":0.9984999895095825,"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":0.9984999895095825,"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":0.9916999936103821,"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":0.9872999787330627,"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":0.9870304465293884},{"id":"https://openalex.org/keywords/financial-management-for-it-services","display_name":"Financial management for IT services","score":0.6895665526390076},{"id":"https://openalex.org/keywords/itil-security-management","display_name":"ITIL security management","score":0.6781125664710999},{"id":"https://openalex.org/keywords/process-management","display_name":"Process management","score":0.5921180844306946},{"id":"https://openalex.org/keywords/incident-management","display_name":"Incident management","score":0.5188018679618835},{"id":"https://openalex.org/keywords/process","display_name":"Process (computing)","score":0.48631271719932556},{"id":"https://openalex.org/keywords/knowledge-management","display_name":"Knowledge management","score":0.4501032531261444},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.4484080970287323},{"id":"https://openalex.org/keywords/work","display_name":"Work (physics)","score":0.4303117096424103},{"id":"https://openalex.org/keywords/capacity-management","display_name":"Capacity management","score":0.4194519519805908},{"id":"https://openalex.org/keywords/change-management","display_name":"Change management (ITSM)","score":0.41096287965774536},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.34954142570495605},{"id":"https://openalex.org/keywords/operations-management","display_name":"Operations management","score":0.25452327728271484},{"id":"https://openalex.org/keywords/engineering","display_name":"Engineering","score":0.22422143816947937},{"id":"https://openalex.org/keywords/information-technology","display_name":"Information technology","score":0.14325979351997375},{"id":"https://openalex.org/keywords/computer-security","display_name":"Computer security","score":0.13171455264091492}],"concepts":[{"id":"https://openalex.org/C201359696","wikidata":"https://www.wikidata.org/wiki/Q152361","display_name":"Information Technology Infrastructure Library","level":3,"score":0.9870304465293884},{"id":"https://openalex.org/C64060820","wikidata":"https://www.wikidata.org/wiki/Q5449727","display_name":"Financial management for IT services","level":5,"score":0.6895665526390076},{"id":"https://openalex.org/C114351632","wikidata":"https://www.wikidata.org/wiki/Q5974820","display_name":"ITIL security management","level":5,"score":0.6781125664710999},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.5921180844306946},{"id":"https://openalex.org/C2780952636","wikidata":"https://www.wikidata.org/wiki/Q13479512","display_name":"Incident management","level":2,"score":0.5188018679618835},{"id":"https://openalex.org/C98045186","wikidata":"https://www.wikidata.org/wiki/Q205663","display_name":"Process (computing)","level":2,"score":0.48631271719932556},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.4501032531261444},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.4484080970287323},{"id":"https://openalex.org/C18762648","wikidata":"https://www.wikidata.org/wiki/Q42213","display_name":"Work (physics)","level":2,"score":0.4303117096424103},{"id":"https://openalex.org/C191068436","wikidata":"https://www.wikidata.org/wiki/Q2145956","display_name":"Capacity management","level":2,"score":0.4194519519805908},{"id":"https://openalex.org/C123961466","wikidata":"https://www.wikidata.org/wiki/Q1061970","display_name":"Change management (ITSM)","level":3,"score":0.41096287965774536},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.34954142570495605},{"id":"https://openalex.org/C21547014","wikidata":"https://www.wikidata.org/wiki/Q1423657","display_name":"Operations management","level":1,"score":0.25452327728271484},{"id":"https://openalex.org/C127413603","wikidata":"https://www.wikidata.org/wiki/Q11023","display_name":"Engineering","level":0,"score":0.22422143816947937},{"id":"https://openalex.org/C121017731","wikidata":"https://www.wikidata.org/wiki/Q11661","display_name":"Information technology","level":2,"score":0.14325979351997375},{"id":"https://openalex.org/C38652104","wikidata":"https://www.wikidata.org/wiki/Q3510521","display_name":"Computer security","level":1,"score":0.13171455264091492},{"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/C527648132","wikidata":"https://www.wikidata.org/wiki/Q189900","display_name":"Information security","level":2,"score":0.0},{"id":"https://openalex.org/C29983905","wikidata":"https://www.wikidata.org/wiki/Q7445066","display_name":"Security service","level":3,"score":0.0},{"id":"https://openalex.org/C78519656","wikidata":"https://www.wikidata.org/wiki/Q101333","display_name":"Mechanical engineering","level":1,"score":0.0},{"id":"https://openalex.org/C117110713","wikidata":"https://www.wikidata.org/wiki/Q3394676","display_name":"Network security policy","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},{"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/C79974875","wikidata":"https://www.wikidata.org/wiki/Q483639","display_name":"Cloud computing","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:10.1007/978-3-642-16419-4_26","is_oa":false,"landing_page_url":"https://doi.org/10.1007/978-3-642-16419-4_26","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":[],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":12,"referenced_works":["https://openalex.org/W125619276","https://openalex.org/W1506960205","https://openalex.org/W1557110633","https://openalex.org/W1765266268","https://openalex.org/W1896484594","https://openalex.org/W2002406790","https://openalex.org/W2109526980","https://openalex.org/W2130238244","https://openalex.org/W2147219408","https://openalex.org/W4285719527","https://openalex.org/W4327850776","https://openalex.org/W6602560761"],"related_works":["https://openalex.org/W2095516943","https://openalex.org/W2510474619","https://openalex.org/W1996112973","https://openalex.org/W1988662533","https://openalex.org/W2979662640","https://openalex.org/W2284725460","https://openalex.org/W2295362659","https://openalex.org/W1577237355","https://openalex.org/W2522683854","https://openalex.org/W2061083962"],"abstract_inverted_index":null,"counts_by_year":[],"updated_date":"2026-07-29T14:22:42.915294","created_date":"2025-10-10T00:00:00"}