{"id":"https://openalex.org/W101605877","doi":"https://doi.org/10.1007/978-3-642-31199-4_6","title":"Establishing a Continual Service Improvement Model: A Case Study","display_name":"Establishing a Continual Service Improvement Model: A Case Study","publication_year":2012,"publication_date":"2012-01-01","ids":{"openalex":"https://openalex.org/W101605877","doi":"https://doi.org/10.1007/978-3-642-31199-4_6","mag":"101605877"},"language":"en","primary_location":{"id":"doi:10.1007/978-3-642-31199-4_6","is_oa":false,"landing_page_url":"https://doi.org/10.1007/978-3-642-31199-4_6","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/A5034584102","display_name":"Sanna Heikkinen","orcid":"https://orcid.org/0000-0001-9995-5605"},"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":"Sanna Heikkinen","raw_affiliation_strings":["School of Computing Software Engineering Research Unit, University of Eastern Finland, P.O. Box 1627, 70211, Kuopio, Finland"],"affiliations":[{"raw_affiliation_string":"School of Computing Software Engineering Research Unit, University of Eastern Finland, P.O. Box 1627, 70211, Kuopio, Finland","institution_ids":["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"]}],"countries":["FI"],"is_corresponding":false,"raw_author_name":"Marko J\u00e4ntti","raw_affiliation_strings":["School of Computing Software Engineering Research Unit, University of Eastern Finland, P.O. Box 1627, 70211, Kuopio, Finland"],"affiliations":[{"raw_affiliation_string":"School of Computing Software Engineering Research Unit, University of Eastern Finland, P.O. Box 1627, 70211, Kuopio, Finland","institution_ids":["https://openalex.org/I175532246"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":2,"corresponding_author_ids":["https://openalex.org/A5034584102"],"corresponding_institution_ids":["https://openalex.org/I175532246"],"apc_list":null,"apc_paid":null,"fwci":0.6081,"has_fulltext":false,"cited_by_count":3,"citation_normalized_percentile":{"value":0.69719308,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":89,"max":94},"biblio":{"volume":null,"issue":null,"first_page":"61","last_page":"72"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T11572","display_name":"Information Technology Governance and Strategy","score":0.9998000264167786,"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":0.9998000264167786,"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/T10703","display_name":"Business Process Modeling and Analysis","score":0.9973999857902527,"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":0.9972000122070312,"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":0.9914093017578125},{"id":"https://openalex.org/keywords/it-service-management","display_name":"IT service management","score":0.7525920867919922},{"id":"https://openalex.org/keywords/financial-management-for-it-services","display_name":"Financial management for IT services","score":0.7070547342300415},{"id":"https://openalex.org/keywords/service-provider","display_name":"Service provider","score":0.6569794416427612},{"id":"https://openalex.org/keywords/process-management","display_name":"Process management","score":0.6496118307113647},{"id":"https://openalex.org/keywords/incident-management","display_name":"Incident management","score":0.5918628573417664},{"id":"https://openalex.org/keywords/itil-security-management","display_name":"ITIL security management","score":0.5700718760490417},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.562578558921814},{"id":"https://openalex.org/keywords/service-management","display_name":"Service management","score":0.5203422904014587},{"id":"https://openalex.org/keywords/capacity-management","display_name":"Capacity management","score":0.5069952011108398},{"id":"https://openalex.org/keywords/it-portfolio-management","display_name":"IT portfolio management","score":0.5047985315322876},{"id":"https://openalex.org/keywords/process","display_name":"Process (computing)","score":0.4772888720035553},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.44549041986465454},{"id":"https://openalex.org/keywords/service-design","display_name":"Service design","score":0.42238155007362366},{"id":"https://openalex.org/keywords/knowledge-management","display_name":"Knowledge management","score":0.40301674604415894},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.40163785219192505},{"id":"https://openalex.org/keywords/engineering-management","display_name":"Engineering management","score":0.3839487135410309},{"id":"https://openalex.org/keywords/engineering","display_name":"Engineering","score":0.18637791275978088},{"id":"https://openalex.org/keywords/systems-engineering","display_name":"Systems engineering","score":0.14667999744415283},{"id":"https://openalex.org/keywords/computer-security","display_name":"Computer security","score":0.14468461275100708},{"id":"https://openalex.org/keywords/information-technology","display_name":"Information technology","score":0.13981357216835022},{"id":"https://openalex.org/keywords/project-management","display_name":"Project management","score":0.09543082118034363},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.08066222071647644},{"id":"https://openalex.org/keywords/supply-chain-management","display_name":"Supply chain management","score":0.0788317620754242}],"concepts":[{"id":"https://openalex.org/C201359696","wikidata":"https://www.wikidata.org/wiki/Q152361","display_name":"Information Technology Infrastructure Library","level":3,"score":0.9914093017578125},{"id":"https://openalex.org/C2776664667","wikidata":"https://www.wikidata.org/wiki/Q1481411","display_name":"IT service management","level":4,"score":0.7525920867919922},{"id":"https://openalex.org/C64060820","wikidata":"https://www.wikidata.org/wiki/Q5449727","display_name":"Financial management for IT services","level":5,"score":0.7070547342300415},{"id":"https://openalex.org/C116537","wikidata":"https://www.wikidata.org/wiki/Q2169973","display_name":"Service provider","level":3,"score":0.6569794416427612},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.6496118307113647},{"id":"https://openalex.org/C2780952636","wikidata":"https://www.wikidata.org/wiki/Q13479512","display_name":"Incident management","level":2,"score":0.5918628573417664},{"id":"https://openalex.org/C114351632","wikidata":"https://www.wikidata.org/wiki/Q5974820","display_name":"ITIL security management","level":5,"score":0.5700718760490417},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.562578558921814},{"id":"https://openalex.org/C48840187","wikidata":"https://www.wikidata.org/wiki/Q689042","display_name":"Service management","level":4,"score":0.5203422904014587},{"id":"https://openalex.org/C191068436","wikidata":"https://www.wikidata.org/wiki/Q2145956","display_name":"Capacity management","level":2,"score":0.5069952011108398},{"id":"https://openalex.org/C179886680","wikidata":"https://www.wikidata.org/wiki/Q5975206","display_name":"IT portfolio management","level":5,"score":0.5047985315322876},{"id":"https://openalex.org/C98045186","wikidata":"https://www.wikidata.org/wiki/Q205663","display_name":"Process (computing)","level":2,"score":0.4772888720035553},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.44549041986465454},{"id":"https://openalex.org/C61063171","wikidata":"https://www.wikidata.org/wiki/Q532781","display_name":"Service design","level":4,"score":0.42238155007362366},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.40301674604415894},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.40163785219192505},{"id":"https://openalex.org/C110354214","wikidata":"https://www.wikidata.org/wiki/Q6314146","display_name":"Engineering management","level":1,"score":0.3839487135410309},{"id":"https://openalex.org/C127413603","wikidata":"https://www.wikidata.org/wiki/Q11023","display_name":"Engineering","level":0,"score":0.18637791275978088},{"id":"https://openalex.org/C201995342","wikidata":"https://www.wikidata.org/wiki/Q682496","display_name":"Systems engineering","level":1,"score":0.14667999744415283},{"id":"https://openalex.org/C38652104","wikidata":"https://www.wikidata.org/wiki/Q3510521","display_name":"Computer security","level":1,"score":0.14468461275100708},{"id":"https://openalex.org/C121017731","wikidata":"https://www.wikidata.org/wiki/Q11661","display_name":"Information technology","level":2,"score":0.13981357216835022},{"id":"https://openalex.org/C15952604","wikidata":"https://www.wikidata.org/wiki/Q179012","display_name":"Project management","level":2,"score":0.09543082118034363},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.08066222071647644},{"id":"https://openalex.org/C44104985","wikidata":"https://www.wikidata.org/wiki/Q492886","display_name":"Supply chain management","level":3,"score":0.0788317620754242},{"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/C184842701","wikidata":"https://www.wikidata.org/wiki/Q370563","display_name":"Cloud computing security","level":3,"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/C79974875","wikidata":"https://www.wikidata.org/wiki/Q483639","display_name":"Cloud computing","level":2,"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/C31258907","wikidata":"https://www.wikidata.org/wiki/Q1301371","display_name":"Computer network","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/C29983905","wikidata":"https://www.wikidata.org/wiki/Q7445066","display_name":"Security service","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/C73938075","wikidata":"https://www.wikidata.org/wiki/Q2858767","display_name":"Application portfolio management","level":4,"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}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1007/978-3-642-31199-4_6","is_oa":false,"landing_page_url":"https://doi.org/10.1007/978-3-642-31199-4_6","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":0.4300000071525574}],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":14,"referenced_works":["https://openalex.org/W55367481","https://openalex.org/W1527311855","https://openalex.org/W1534787791","https://openalex.org/W1971867328","https://openalex.org/W2006479099","https://openalex.org/W2044227002","https://openalex.org/W2057687757","https://openalex.org/W2057853931","https://openalex.org/W2070053993","https://openalex.org/W2095391211","https://openalex.org/W2110153628","https://openalex.org/W2141951329","https://openalex.org/W2166838415","https://openalex.org/W4285719527"],"related_works":["https://openalex.org/W2477103519","https://openalex.org/W2095516943","https://openalex.org/W2295362659","https://openalex.org/W2273313785","https://openalex.org/W2745038897","https://openalex.org/W1996112973","https://openalex.org/W2017505209","https://openalex.org/W2979662640","https://openalex.org/W2154994646","https://openalex.org/W2250673250"],"abstract_inverted_index":null,"counts_by_year":[{"year":2019,"cited_by_count":1},{"year":2017,"cited_by_count":1},{"year":2013,"cited_by_count":1}],"updated_date":"2025-11-06T03:46:38.306776","created_date":"2025-10-10T00:00:00"}