{"id":"https://openalex.org/W2097161866","doi":"https://doi.org/10.1109/icsm.2003.1235423","title":"Evolution of a software maintenance organization from cost center to service center","display_name":"Evolution of a software maintenance organization from cost center to service center","publication_year":2004,"publication_date":"2004-02-03","ids":{"openalex":"https://openalex.org/W2097161866","doi":"https://doi.org/10.1109/icsm.2003.1235423","mag":"2097161866"},"language":"en","primary_location":{"id":"doi:10.1109/icsm.2003.1235423","is_oa":false,"landing_page_url":"https://doi.org/10.1109/icsm.2003.1235423","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Conference on Software Maintenance, 2003. ICSM 2003. Proceedings.","raw_type":"proceedings-article"},"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"green","oa_url":"https://research.tue.nl/en/publications/f9bed0b9-e94d-431d-ae84-f67283d2e9b6","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5006747731","display_name":"S. M. Smit","orcid":null},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"S. Smit","raw_affiliation_strings":["EHAT1, Logica-CMG, Eindhoven, Netherlands"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"EHAT1, Logica-CMG, Eindhoven, Netherlands","institution_ids":[]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5049244307","display_name":"P.H.N. de With","orcid":null},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"P.H.N. de With","raw_affiliation_strings":["EHAT1, Logica-CMG, Eindhoven, Netherlands"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"EHAT1, Logica-CMG, Eindhoven, Netherlands","institution_ids":[]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5038427124","display_name":"Gerrit J. van Dijk","orcid":null},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"G.-J. van Dijk","raw_affiliation_strings":["EHAT1, Logica-CMG, Eindhoven, Netherlands"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"EHAT1, Logica-CMG, Eindhoven, Netherlands","institution_ids":[]}]}],"institutions":[],"countries_distinct_count":0,"institutions_distinct_count":3,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":0.4825,"has_fulltext":false,"cited_by_count":1,"citation_normalized_percentile":{"value":0.73642775,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":null,"biblio":{"volume":null,"issue":null,"first_page":"209","last_page":"212"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T11938","display_name":"ERP Systems Implementation and Impact","score":0.9057999849319458,"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/T11938","display_name":"ERP Systems Implementation and Impact","score":0.9057999849319458,"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/software-maintenance","display_name":"Software maintenance","score":0.6800327897071838},{"id":"https://openalex.org/keywords/software-deployment","display_name":"Software deployment","score":0.5458902716636658},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.5415011644363403},{"id":"https://openalex.org/keywords/software-engineering","display_name":"Software engineering","score":0.4911050796508789},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.4715968072414398},{"id":"https://openalex.org/keywords/software-development","display_name":"Software development","score":0.47051969170570374},{"id":"https://openalex.org/keywords/revenue","display_name":"Revenue","score":0.426941454410553},{"id":"https://openalex.org/keywords/software","display_name":"Software","score":0.422878623008728},{"id":"https://openalex.org/keywords/software-construction","display_name":"Software construction","score":0.412035197019577},{"id":"https://openalex.org/keywords/engineering-management","display_name":"Engineering management","score":0.37142181396484375},{"id":"https://openalex.org/keywords/process-management","display_name":"Process management","score":0.331179141998291},{"id":"https://openalex.org/keywords/engineering","display_name":"Engineering","score":0.31840258836746216},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.21768438816070557},{"id":"https://openalex.org/keywords/operating-system","display_name":"Operating system","score":0.1954476535320282},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.07214409112930298}],"concepts":[{"id":"https://openalex.org/C101317890","wikidata":"https://www.wikidata.org/wiki/Q940053","display_name":"Software maintenance","level":4,"score":0.6800327897071838},{"id":"https://openalex.org/C105339364","wikidata":"https://www.wikidata.org/wiki/Q2297740","display_name":"Software deployment","level":2,"score":0.5458902716636658},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5415011644363403},{"id":"https://openalex.org/C115903868","wikidata":"https://www.wikidata.org/wiki/Q80993","display_name":"Software engineering","level":1,"score":0.4911050796508789},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.4715968072414398},{"id":"https://openalex.org/C529173508","wikidata":"https://www.wikidata.org/wiki/Q638608","display_name":"Software development","level":3,"score":0.47051969170570374},{"id":"https://openalex.org/C195487862","wikidata":"https://www.wikidata.org/wiki/Q850210","display_name":"Revenue","level":2,"score":0.426941454410553},{"id":"https://openalex.org/C2777904410","wikidata":"https://www.wikidata.org/wiki/Q7397","display_name":"Software","level":2,"score":0.422878623008728},{"id":"https://openalex.org/C186846655","wikidata":"https://www.wikidata.org/wiki/Q3398377","display_name":"Software construction","level":4,"score":0.412035197019577},{"id":"https://openalex.org/C110354214","wikidata":"https://www.wikidata.org/wiki/Q6314146","display_name":"Engineering management","level":1,"score":0.37142181396484375},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.331179141998291},{"id":"https://openalex.org/C127413603","wikidata":"https://www.wikidata.org/wiki/Q11023","display_name":"Engineering","level":0,"score":0.31840258836746216},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.21768438816070557},{"id":"https://openalex.org/C111919701","wikidata":"https://www.wikidata.org/wiki/Q9135","display_name":"Operating system","level":1,"score":0.1954476535320282},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.07214409112930298},{"id":"https://openalex.org/C121955636","wikidata":"https://www.wikidata.org/wiki/Q4116214","display_name":"Accounting","level":1,"score":0.0}],"mesh":[],"locations_count":5,"locations":[{"id":"doi:10.1109/icsm.2003.1235423","is_oa":false,"landing_page_url":"https://doi.org/10.1109/icsm.2003.1235423","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Conference on Software Maintenance, 2003. ICSM 2003. Proceedings.","raw_type":"proceedings-article"},{"id":"pmh:oai:pure.tue.nl:openaire/f9bed0b9-e94d-431d-ae84-f67283d2e9b6","is_oa":true,"landing_page_url":"https://research.tue.nl/en/publications/f9bed0b9-e94d-431d-ae84-f67283d2e9b6","pdf_url":null,"source":{"id":"https://openalex.org/S4406922641","display_name":"TU/e Research Portal","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"repository"},"license":"other-oa","license_id":"https://openalex.org/licenses/other-oa","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Smit, S, With, de, P H N & Dijk, van, G-J 2003, Evolution of a Software Maintenance Organization from Cost Center to Service Center. in IEEE Computer Proc. Int. Conf. on Software Maintenance (ICSM03), 22-26 September, Amsterdam. Institute of Electrical and Electronics Engineers, Piscataway, pp. 209-212. https://doi.org/10.1109/ICSM.2003.1235423","raw_type":"info:eu-repo/semantics/publishedVersion"},{"id":"pmh:671346","is_oa":false,"landing_page_url":"http://library.tue.nl/csp/dare/LinkToRepository.csp?recordnumber=671346","pdf_url":null,"source":{"id":"https://openalex.org/S4406923046","display_name":"TU/e Research Portal (Eindhoven University of Technology)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"","raw_type":""},{"id":"pmh:oai:library.tue.nl:671346","is_oa":false,"landing_page_url":"http://repository.tue.nl/671346","pdf_url":null,"source":{"id":"https://openalex.org/S4406923046","display_name":"TU/e Research Portal (Eindhoven University of Technology)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"","raw_type":""},{"id":"pmh:tue:oai:pure.tue.nl:publications/f9bed0b9-e94d-431d-ae84-f67283d2e9b6","is_oa":true,"landing_page_url":"https://research.tue.nl/nl/publications/f9bed0b9-e94d-431d-ae84-f67283d2e9b6","pdf_url":null,"source":{"id":"https://openalex.org/S4306401843","display_name":"Data Archiving and Networked Services (DANS)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I1322597698","host_organization_name":"Royal Netherlands Academy of Arts and Sciences","host_organization_lineage":["https://openalex.org/I1322597698"],"host_organization_lineage_names":[],"type":"repository"},"license":"other-oa","license_id":"https://openalex.org/licenses/other-oa","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"IEEE Computer Proc. Int. Conf. on Software Maintenance (ICSM03), 22-26 September, Amsterdam, 209 - 212","raw_type":"info:eu-repo/semantics/conferencepaper"}],"best_oa_location":{"id":"pmh:oai:pure.tue.nl:openaire/f9bed0b9-e94d-431d-ae84-f67283d2e9b6","is_oa":true,"landing_page_url":"https://research.tue.nl/en/publications/f9bed0b9-e94d-431d-ae84-f67283d2e9b6","pdf_url":null,"source":{"id":"https://openalex.org/S4406922641","display_name":"TU/e Research Portal","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"repository"},"license":"other-oa","license_id":"https://openalex.org/licenses/other-oa","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Smit, S, With, de, P H N & Dijk, van, G-J 2003, Evolution of a Software Maintenance Organization from Cost Center to Service Center. in IEEE Computer Proc. Int. Conf. on Software Maintenance (ICSM03), 22-26 September, Amsterdam. Institute of Electrical and Electronics Engineers, Piscataway, pp. 209-212. https://doi.org/10.1109/ICSM.2003.1235423","raw_type":"info:eu-repo/semantics/publishedVersion"},"sustainable_development_goals":[{"display_name":"Industry, innovation and infrastructure","id":"https://metadata.un.org/sdg/9","score":0.6000000238418579}],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":1,"referenced_works":["https://openalex.org/W2026763177"],"related_works":["https://openalex.org/W1732501277","https://openalex.org/W4214835859","https://openalex.org/W2380017313","https://openalex.org/W2520111506","https://openalex.org/W2359702179","https://openalex.org/W4312927049","https://openalex.org/W2366623749","https://openalex.org/W39186842","https://openalex.org/W2984668418","https://openalex.org/W2394328671"],"abstract_inverted_index":{"The":[0],"paper":[1],"describes":[2],"experiences":[3],"with":[4,74],"the":[5,40,49,51,78,93,115],"evolution":[6],"of":[7,16,95],"a":[8,17,22,26,32,58,63,71,106,122],"software":[9,34,43,52,67,79],"maintenance":[10,35,44,53,68,80,125],"organization":[11],"for":[12,42,66,121],"digital":[13],"set-top":[14],"boxes":[15],"leading":[18],"electronics":[19],"company":[20],"from":[21,48],"cost":[23,59],"center":[24],"towards":[25],"service":[27,72,76,100],"center.":[28,60],"Several":[29],"years":[30],"ago":[31],"dedicated":[33],"group":[36,54,81],"was":[37,55],"constituted.":[38],"As":[39],"costs":[41],"were":[45],"not":[46],"recovered":[47],"customers,":[50],"merely":[56],"considered":[57,113],"Through":[61],"starting":[62],"metrics":[64],"program":[65],"and":[69],"defining":[70],"strategy":[73],"various":[75],"levels,":[77],"generated":[82],"sufficient":[83],"revenues":[84],"to":[85,104],"become":[86],"self-supporting.":[87],"An":[88],"important":[89,117],"conclusion":[90],"is":[91,112],"that":[92],"use":[94],"ITIL":[96],"(IT":[97],"infrastructure":[98],"library)":[99],"support":[101],"has":[102],"helped":[103],"develop":[105],"better":[107],"customer":[108],"focused":[109],"approach,":[110],"which":[111],"as":[114],"most":[116],"critical":[118],"success":[119],"factor":[120],"professional,":[123],"self-supporting":[124],"organization.":[126]},"counts_by_year":[],"updated_date":"2026-06-11T09:08:48.828518","created_date":"2025-10-10T00:00:00"}