{"id":"https://openalex.org/W2012649935","doi":"https://doi.org/10.1109/inm.2009.5188878","title":"Introducing process-oriented IT service management at an academic computing center: An interim report","display_name":"Introducing process-oriented IT service management at an academic computing center: An interim report","publication_year":2009,"publication_date":"2009-06-01","ids":{"openalex":"https://openalex.org/W2012649935","doi":"https://doi.org/10.1109/inm.2009.5188878","mag":"2012649935"},"language":"en","primary_location":{"id":"doi:10.1109/inm.2009.5188878","is_oa":false,"landing_page_url":"https://doi.org/10.1109/inm.2009.5188878","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"2009 IFIP/IEEE International Symposium on Integrated Network Management","raw_type":"proceedings-article"},"type":"article","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/A5081969961","display_name":"Michael Brenner","orcid":"https://orcid.org/0000-0003-2690-7340"},"institutions":[{"id":"https://openalex.org/I109144446","display_name":"Bavarian Academy of Sciences and Humanities","ror":"https://ror.org/001rdaz60","country_code":"DE","type":"education","lineage":["https://openalex.org/I109144446"]},{"id":"https://openalex.org/I4210163716","display_name":"Leibniz Supercomputing Centre","ror":"https://ror.org/05558nw16","country_code":"DE","type":"facility","lineage":["https://openalex.org/I109144446","https://openalex.org/I4210163716"]}],"countries":["DE"],"is_corresponding":false,"raw_author_name":"Michael Brenner","raw_affiliation_strings":["Leibniz Supercomputing Centre, Bavarian Academy of Sciences and Humanities, Germany","Leibniz Supercomputing Centre of the Bavarian Academy of Sciences and Humanities, Germany"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Leibniz Supercomputing Centre, Bavarian Academy of Sciences and Humanities, Germany","institution_ids":["https://openalex.org/I109144446","https://openalex.org/I4210163716"]},{"raw_affiliation_string":"Leibniz Supercomputing Centre of the Bavarian Academy of Sciences and Humanities, Germany","institution_ids":["https://openalex.org/I109144446","https://openalex.org/I4210163716"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5089482771","display_name":"Heiz-Gerd Hegering","orcid":null},"institutions":[{"id":"https://openalex.org/I109144446","display_name":"Bavarian Academy of Sciences and Humanities","ror":"https://ror.org/001rdaz60","country_code":"DE","type":"education","lineage":["https://openalex.org/I109144446"]},{"id":"https://openalex.org/I4210163716","display_name":"Leibniz Supercomputing Centre","ror":"https://ror.org/05558nw16","country_code":"DE","type":"facility","lineage":["https://openalex.org/I109144446","https://openalex.org/I4210163716"]}],"countries":["DE"],"is_corresponding":false,"raw_author_name":"Heiz-Gerd Hegering","raw_affiliation_strings":["Leibniz Supercomputing Centre, Bavarian Academy of Sciences and Humanities, Germany","Leibniz Supercomputing Centre of the Bavarian Academy of Sciences and Humanities, Germany"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Leibniz Supercomputing Centre, Bavarian Academy of Sciences and Humanities, Germany","institution_ids":["https://openalex.org/I109144446","https://openalex.org/I4210163716"]},{"raw_affiliation_string":"Leibniz Supercomputing Centre of the Bavarian Academy of Sciences and Humanities, Germany","institution_ids":["https://openalex.org/I109144446","https://openalex.org/I4210163716"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5063681791","display_name":"Helmut Reiser","orcid":"https://orcid.org/0000-0002-2811-7740"},"institutions":[{"id":"https://openalex.org/I109144446","display_name":"Bavarian Academy of Sciences and Humanities","ror":"https://ror.org/001rdaz60","country_code":"DE","type":"education","lineage":["https://openalex.org/I109144446"]},{"id":"https://openalex.org/I4210163716","display_name":"Leibniz Supercomputing Centre","ror":"https://ror.org/05558nw16","country_code":"DE","type":"facility","lineage":["https://openalex.org/I109144446","https://openalex.org/I4210163716"]}],"countries":["DE"],"is_corresponding":false,"raw_author_name":"Helmut Reiser","raw_affiliation_strings":["Leibniz Supercomputing Centre, Bavarian Academy of Sciences and Humanities, Germany","Leibniz Supercomputing Centre of the Bavarian Academy of Sciences and Humanities, Germany"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Leibniz Supercomputing Centre, Bavarian Academy of Sciences and Humanities, Germany","institution_ids":["https://openalex.org/I109144446","https://openalex.org/I4210163716"]},{"raw_affiliation_string":"Leibniz Supercomputing Centre of the Bavarian Academy of Sciences and Humanities, Germany","institution_ids":["https://openalex.org/I109144446","https://openalex.org/I4210163716"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5101957958","display_name":"Christian Richter","orcid":"https://orcid.org/0000-0002-7922-3041"},"institutions":[{"id":"https://openalex.org/I109144446","display_name":"Bavarian Academy of Sciences and Humanities","ror":"https://ror.org/001rdaz60","country_code":"DE","type":"education","lineage":["https://openalex.org/I109144446"]},{"id":"https://openalex.org/I4210163716","display_name":"Leibniz Supercomputing Centre","ror":"https://ror.org/05558nw16","country_code":"DE","type":"facility","lineage":["https://openalex.org/I109144446","https://openalex.org/I4210163716"]}],"countries":["DE"],"is_corresponding":false,"raw_author_name":"Christian Richter","raw_affiliation_strings":["Leibniz Supercomputing Centre, Bavarian Academy of Sciences and Humanities, Germany","Leibniz Supercomputing Centre of the Bavarian Academy of Sciences and Humanities, Germany"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Leibniz Supercomputing Centre, Bavarian Academy of Sciences and Humanities, Germany","institution_ids":["https://openalex.org/I109144446","https://openalex.org/I4210163716"]},{"raw_affiliation_string":"Leibniz Supercomputing Centre of the Bavarian Academy of Sciences and Humanities, Germany","institution_ids":["https://openalex.org/I109144446","https://openalex.org/I4210163716"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5010424125","display_name":"Thomas Schaaf","orcid":"https://orcid.org/0000-0002-9569-4759"},"institutions":[{"id":"https://openalex.org/I109144446","display_name":"Bavarian Academy of Sciences and Humanities","ror":"https://ror.org/001rdaz60","country_code":"DE","type":"education","lineage":["https://openalex.org/I109144446"]},{"id":"https://openalex.org/I4210163716","display_name":"Leibniz Supercomputing Centre","ror":"https://ror.org/05558nw16","country_code":"DE","type":"facility","lineage":["https://openalex.org/I109144446","https://openalex.org/I4210163716"]}],"countries":["DE"],"is_corresponding":false,"raw_author_name":"Thomas Schaaf","raw_affiliation_strings":["Leibniz Supercomputing Centre, Bavarian Academy of Sciences and Humanities, Germany","Leibniz Supercomputing Centre of the Bavarian Academy of Sciences and Humanities, Germany"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Leibniz Supercomputing Centre, Bavarian Academy of Sciences and Humanities, Germany","institution_ids":["https://openalex.org/I109144446","https://openalex.org/I4210163716"]},{"raw_affiliation_string":"Leibniz Supercomputing Centre of the Bavarian Academy of Sciences and Humanities, Germany","institution_ids":["https://openalex.org/I109144446","https://openalex.org/I4210163716"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":5,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":0.0,"has_fulltext":false,"cited_by_count":2,"citation_normalized_percentile":{"value":0.13205612,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":94,"max":96},"biblio":{"volume":"1","issue":null,"first_page":"706","last_page":"720"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10679","display_name":"Service-Oriented Architecture and Web Services","score":0.9973000288009644,"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"}},"topics":[{"id":"https://openalex.org/T10679","display_name":"Service-Oriented Architecture and Web Services","score":0.9973000288009644,"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"}},{"id":"https://openalex.org/T10703","display_name":"Business Process Modeling and Analysis","score":0.9959999918937683,"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":0.9797999858856201,"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/it-service-management","display_name":"IT service management","score":0.707069993019104},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.6185619831085205},{"id":"https://openalex.org/keywords/services-computing","display_name":"Services computing","score":0.5299564003944397},{"id":"https://openalex.org/keywords/provisioning","display_name":"Provisioning","score":0.5137894749641418},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.4720904231071472},{"id":"https://openalex.org/keywords/engineering-management","display_name":"Engineering management","score":0.4708150327205658},{"id":"https://openalex.org/keywords/interim","display_name":"Interim","score":0.46468472480773926},{"id":"https://openalex.org/keywords/scope","display_name":"Scope (computer science)","score":0.4595325291156769},{"id":"https://openalex.org/keywords/process-management","display_name":"Process management","score":0.35929742455482483},{"id":"https://openalex.org/keywords/information-technology-infrastructure-library","display_name":"Information Technology Infrastructure Library","score":0.281917929649353},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.2024652063846588},{"id":"https://openalex.org/keywords/world-wide-web","display_name":"World Wide Web","score":0.20084834098815918},{"id":"https://openalex.org/keywords/telecommunications","display_name":"Telecommunications","score":0.1945156753063202},{"id":"https://openalex.org/keywords/engineering","display_name":"Engineering","score":0.1915259063243866},{"id":"https://openalex.org/keywords/information-technology","display_name":"Information technology","score":0.18502578139305115},{"id":"https://openalex.org/keywords/web-service","display_name":"Web service","score":0.12196305394172668},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.11542865633964539},{"id":"https://openalex.org/keywords/operating-system","display_name":"Operating system","score":0.10149878263473511}],"concepts":[{"id":"https://openalex.org/C2776664667","wikidata":"https://www.wikidata.org/wiki/Q1481411","display_name":"IT service management","level":4,"score":0.707069993019104},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.6185619831085205},{"id":"https://openalex.org/C542858634","wikidata":"https://www.wikidata.org/wiki/Q7455845","display_name":"Services computing","level":3,"score":0.5299564003944397},{"id":"https://openalex.org/C172191483","wikidata":"https://www.wikidata.org/wiki/Q1071806","display_name":"Provisioning","level":2,"score":0.5137894749641418},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.4720904231071472},{"id":"https://openalex.org/C110354214","wikidata":"https://www.wikidata.org/wiki/Q6314146","display_name":"Engineering management","level":1,"score":0.4708150327205658},{"id":"https://openalex.org/C2776957806","wikidata":"https://www.wikidata.org/wiki/Q4895105","display_name":"Interim","level":2,"score":0.46468472480773926},{"id":"https://openalex.org/C2778012447","wikidata":"https://www.wikidata.org/wiki/Q1034415","display_name":"Scope (computer science)","level":2,"score":0.4595325291156769},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.35929742455482483},{"id":"https://openalex.org/C201359696","wikidata":"https://www.wikidata.org/wiki/Q152361","display_name":"Information Technology Infrastructure Library","level":3,"score":0.281917929649353},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.2024652063846588},{"id":"https://openalex.org/C136764020","wikidata":"https://www.wikidata.org/wiki/Q466","display_name":"World Wide Web","level":1,"score":0.20084834098815918},{"id":"https://openalex.org/C76155785","wikidata":"https://www.wikidata.org/wiki/Q418","display_name":"Telecommunications","level":1,"score":0.1945156753063202},{"id":"https://openalex.org/C127413603","wikidata":"https://www.wikidata.org/wiki/Q11023","display_name":"Engineering","level":0,"score":0.1915259063243866},{"id":"https://openalex.org/C121017731","wikidata":"https://www.wikidata.org/wiki/Q11661","display_name":"Information technology","level":2,"score":0.18502578139305115},{"id":"https://openalex.org/C35578498","wikidata":"https://www.wikidata.org/wiki/Q193424","display_name":"Web service","level":2,"score":0.12196305394172668},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.11542865633964539},{"id":"https://openalex.org/C111919701","wikidata":"https://www.wikidata.org/wiki/Q9135","display_name":"Operating system","level":1,"score":0.10149878263473511},{"id":"https://openalex.org/C95457728","wikidata":"https://www.wikidata.org/wiki/Q309","display_name":"History","level":0,"score":0.0},{"id":"https://openalex.org/C166957645","wikidata":"https://www.wikidata.org/wiki/Q23498","display_name":"Archaeology","level":1,"score":0.0},{"id":"https://openalex.org/C199360897","wikidata":"https://www.wikidata.org/wiki/Q9143","display_name":"Programming language","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1109/inm.2009.5188878","is_oa":false,"landing_page_url":"https://doi.org/10.1109/inm.2009.5188878","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"2009 IFIP/IEEE International Symposium on Integrated Network Management","raw_type":"proceedings-article"}],"best_oa_location":null,"sustainable_development_goals":[{"id":"https://metadata.un.org/sdg/17","score":0.5099999904632568,"display_name":"Partnerships for the goals"}],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":5,"referenced_works":["https://openalex.org/W2087291729","https://openalex.org/W2254021080","https://openalex.org/W2758573974","https://openalex.org/W2798627913","https://openalex.org/W6988016654"],"related_works":["https://openalex.org/W1969630132","https://openalex.org/W2901809887","https://openalex.org/W4239271673","https://openalex.org/W4242296308","https://openalex.org/W2059665379","https://openalex.org/W3140988586","https://openalex.org/W64094104","https://openalex.org/W4309960610","https://openalex.org/W2276233017","https://openalex.org/W1526141455"],"abstract_inverted_index":{"The":[0,22,103],"Leibniz":[1],"Supercomputing":[2],"Centre":[3],"(Leibniz-Rechenzentrum,":[4],"LRZ)":[5],"is":[6,110],"a":[7,11,215],"service":[8,153,173],"provider":[9],"for":[10,50],"variety":[12],"of":[13,67,84,137,151,183,192,211],"academic":[14,217],"institutions,":[15],"mainly":[16],"in":[17,38,143,165,208],"the":[18,100,144,176,181,188,209],"Munich":[19],"(Germany)":[20],"area.":[21],"services":[23,32,41,49,85],"provided":[24,55],"range":[25],"from":[26],"network":[27],"services,":[28],"server":[29],"hosting,":[30],"application":[31,61],"to":[33,56,91,106,111,160,169],"specialized":[34],"supercomputing":[35],"services.":[36,76],"Even":[37],"academia,":[39],"computing":[40,218],"become":[42],"ever":[43],"more":[44,128],"business":[45],"critical":[46],":":[47],"IT":[48,152,172],"university":[51],"spin-offs,":[52],"virtual":[53],"labs":[54],"other":[57],"universities":[58],"as":[59],"an":[60,64,135],"service,":[62],"and":[63,74,81,88,115,190,199,201,206],"increasing":[65],"number":[66],"industry":[68],"cooperation":[69],"projects":[70],"require":[71],"highly":[72],"available":[73],"reliable":[75],"As":[77],"scope,":[78],"volume,":[79],"complexity":[80],"required":[82],"quality":[83],"increase,":[86],"financial":[87],"personal":[89],"resources":[90],"provide":[92],"these":[93],"do":[94,119],"not":[95,98,120],"(at":[96],"least":[97],"on":[99,204],"same":[101],"scale).":[102],"only":[104],"way":[105],"meet":[107],"this":[108,193],"challenge":[109],"improve":[112],"operational":[113],"effectiveness":[114],"efficiency.":[116,166],"Such":[117],"improvements":[118],"seem":[121],"achievable":[122],"just":[123],"by":[124],"purchasing":[125],"or":[126],"developing":[127],"management":[129,138,154,174],"tools":[130],"(the":[131],"LRZ":[132,177],"already":[133],"uses":[134],"abundance":[136],"software":[139],"applications).":[140],"Addressing":[141],"the,":[142],"past":[145],"often":[146],"somewhat":[147],"neglected,":[148],"organizational":[149],"aspects":[150],"(ITSM),":[155],"i.e.":[156],"process-oriented":[157,171,212],"ITSM,":[158],"promises":[159],"yield":[161],"much":[162],"better":[163],"gains":[164],"A":[167],"project":[168],"introduce":[170],"at":[175,180,214],"was":[178],"started":[179],"end":[182],"2007.":[184],"This":[185],"presentation":[186],"outlines":[187],"motivation":[189],"scope":[191],"long-running":[194],"(3-4":[195],"years),":[196],"multi-faceted":[197],"project,":[198],"presents":[200],"interim":[202],"report":[203],"results":[205],"experiences":[207],"introduction":[210],"ITSM":[213],"large":[216],"center.":[219]},"counts_by_year":[{"year":2017,"cited_by_count":2}],"updated_date":"2026-06-11T09:08:48.828518","created_date":"2025-10-10T00:00:00"}