{"id":"https://openalex.org/W2137193805","doi":"https://doi.org/10.1109/inm.2011.5990519","title":"A business-driven IT services improvement model","display_name":"A business-driven IT services improvement model","publication_year":2011,"publication_date":"2011-05-01","ids":{"openalex":"https://openalex.org/W2137193805","doi":"https://doi.org/10.1109/inm.2011.5990519","mag":"2137193805"},"language":"en","primary_location":{"id":"doi:10.1109/inm.2011.5990519","is_oa":false,"landing_page_url":"https://doi.org/10.1109/inm.2011.5990519","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"12th IFIP/IEEE International Symposium on Integrated Network Management (IM 2011) and Workshops","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/A5086661918","display_name":"Alberto Sampaio Lima","orcid":"https://orcid.org/0000-0003-0696-5148"},"institutions":[{"id":"https://openalex.org/I243754102","display_name":"Universidade Federal do Cear\u00e1","ror":"https://ror.org/03srtnf24","country_code":"BR","type":"education","lineage":["https://openalex.org/I243754102"]}],"countries":["BR"],"is_corresponding":true,"raw_author_name":"Alberto S. Lima","raw_affiliation_strings":["Federal University of Cear\u00e1, Fortaleza, Brazil","Federal University of Ceara-Fortaleza, Brazil"],"affiliations":[{"raw_affiliation_string":"Federal University of Cear\u00e1, Fortaleza, Brazil","institution_ids":["https://openalex.org/I243754102"]},{"raw_affiliation_string":"Federal University of Ceara-Fortaleza, Brazil","institution_ids":["https://openalex.org/I243754102"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5044440065","display_name":"Jos\u00e9 Neuman de Souza","orcid":"https://orcid.org/0000-0002-2980-8877"},"institutions":[{"id":"https://openalex.org/I243754102","display_name":"Universidade Federal do Cear\u00e1","ror":"https://ror.org/03srtnf24","country_code":"BR","type":"education","lineage":["https://openalex.org/I243754102"]}],"countries":["BR"],"is_corresponding":false,"raw_author_name":"J. Neuman de Souza","raw_affiliation_strings":["Federal University of Cear\u00e1, Fortaleza, Brazil","Federal University of Ceara-Fortaleza, Brazil"],"affiliations":[{"raw_affiliation_string":"Federal University of Cear\u00e1, Fortaleza, Brazil","institution_ids":["https://openalex.org/I243754102"]},{"raw_affiliation_string":"Federal University of Ceara-Fortaleza, Brazil","institution_ids":["https://openalex.org/I243754102"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5004587784","display_name":"Arthur Callado","orcid":null},"institutions":[{"id":"https://openalex.org/I243754102","display_name":"Universidade Federal do Cear\u00e1","ror":"https://ror.org/03srtnf24","country_code":"BR","type":"education","lineage":["https://openalex.org/I243754102"]}],"countries":["BR"],"is_corresponding":false,"raw_author_name":"A.C. Callado","raw_affiliation_strings":["Federal University of Cear\u00e1, Fortaleza, Brazil","Federal University of Ceara-Fortaleza, Brazil"],"affiliations":[{"raw_affiliation_string":"Federal University of Cear\u00e1, Fortaleza, Brazil","institution_ids":["https://openalex.org/I243754102"]},{"raw_affiliation_string":"Federal University of Ceara-Fortaleza, Brazil","institution_ids":["https://openalex.org/I243754102"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5049216508","display_name":"Jos\u00e9 Augusto de Oliveira","orcid":"https://orcid.org/0000-0002-2340-0424"},"institutions":[{"id":"https://openalex.org/I41455075","display_name":"Universidade Federal de Campina Grande","ror":"https://ror.org/00eftnx64","country_code":"BR","type":"education","lineage":["https://openalex.org/I41455075"]}],"countries":["BR"],"is_corresponding":false,"raw_author_name":"J. Augusto Oliveira","raw_affiliation_strings":["Federal University of Camp ina Grande, Campina Grande, Brazil","Federal University of Campina Grande,,Brazil"],"affiliations":[{"raw_affiliation_string":"Federal University of Camp ina Grande, Campina Grande, Brazil","institution_ids":["https://openalex.org/I41455075"]},{"raw_affiliation_string":"Federal University of Campina Grande,,Brazil","institution_ids":["https://openalex.org/I41455075"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5111486828","display_name":"Jacques Sauv\u00e9","orcid":null},"institutions":[{"id":"https://openalex.org/I41455075","display_name":"Universidade Federal de Campina Grande","ror":"https://ror.org/00eftnx64","country_code":"BR","type":"education","lineage":["https://openalex.org/I41455075"]}],"countries":["BR"],"is_corresponding":false,"raw_author_name":"Jacques Sauve","raw_affiliation_strings":["Federal University of Camp ina Grande, Campina Grande, Brazil","Federal University of Campina Grande,,Brazil"],"affiliations":[{"raw_affiliation_string":"Federal University of Camp ina Grande, Campina Grande, Brazil","institution_ids":["https://openalex.org/I41455075"]},{"raw_affiliation_string":"Federal University of Campina Grande,,Brazil","institution_ids":["https://openalex.org/I41455075"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5110142923","display_name":"Ant\u00e3o Moura","orcid":null},"institutions":[{"id":"https://openalex.org/I41455075","display_name":"Universidade Federal de Campina Grande","ror":"https://ror.org/00eftnx64","country_code":"BR","type":"education","lineage":["https://openalex.org/I41455075"]}],"countries":["BR"],"is_corresponding":false,"raw_author_name":"Antao Moura","raw_affiliation_strings":["Federal University of Camp ina Grande, Campina Grande, Brazil","Federal University of Campina Grande,,Brazil"],"affiliations":[{"raw_affiliation_string":"Federal University of Camp ina Grande, Campina Grande, Brazil","institution_ids":["https://openalex.org/I41455075"]},{"raw_affiliation_string":"Federal University of Campina Grande,,Brazil","institution_ids":["https://openalex.org/I41455075"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":6,"corresponding_author_ids":["https://openalex.org/A5086661918"],"corresponding_institution_ids":["https://openalex.org/I243754102"],"apc_list":null,"apc_paid":null,"fwci":1.0485,"has_fulltext":false,"cited_by_count":4,"citation_normalized_percentile":{"value":0.81730685,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":89,"max":94},"biblio":{"volume":"27","issue":null,"first_page":"1095","last_page":"1102"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T11572","display_name":"Information Technology Governance and Strategy","score":0.9980999827384949,"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":0.9980999827384949,"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":0.9904000163078308,"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/T10430","display_name":"Software Engineering Techniques and Practices","score":0.987500011920929,"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/computer-science","display_name":"Computer science","score":0.7259014248847961},{"id":"https://openalex.org/keywords/polling","display_name":"Polling","score":0.6088550090789795},{"id":"https://openalex.org/keywords/scope","display_name":"Scope (computer science)","score":0.5854812264442444},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.5105941891670227},{"id":"https://openalex.org/keywords/snapshot","display_name":"Snapshot (computer storage)","score":0.4931713938713074},{"id":"https://openalex.org/keywords/service-quality","display_name":"Service quality","score":0.47652921080589294},{"id":"https://openalex.org/keywords/business-process","display_name":"Business process","score":0.47385337948799133},{"id":"https://openalex.org/keywords/process-management","display_name":"Process management","score":0.4708390235900879},{"id":"https://openalex.org/keywords/work-in-process","display_name":"Work in process","score":0.18172672390937805},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.14329838752746582},{"id":"https://openalex.org/keywords/database","display_name":"Database","score":0.14012384414672852},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.13050121068954468}],"concepts":[{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.7259014248847961},{"id":"https://openalex.org/C204854418","wikidata":"https://www.wikidata.org/wiki/Q1362921","display_name":"Polling","level":2,"score":0.6088550090789795},{"id":"https://openalex.org/C2778012447","wikidata":"https://www.wikidata.org/wiki/Q1034415","display_name":"Scope (computer science)","level":2,"score":0.5854812264442444},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5105941891670227},{"id":"https://openalex.org/C55282118","wikidata":"https://www.wikidata.org/wiki/Q252683","display_name":"Snapshot (computer storage)","level":2,"score":0.4931713938713074},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.47652921080589294},{"id":"https://openalex.org/C85345410","wikidata":"https://www.wikidata.org/wiki/Q851587","display_name":"Business process","level":3,"score":0.47385337948799133},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.4708390235900879},{"id":"https://openalex.org/C174998907","wikidata":"https://www.wikidata.org/wiki/Q357662","display_name":"Work in process","level":2,"score":0.18172672390937805},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.14329838752746582},{"id":"https://openalex.org/C77088390","wikidata":"https://www.wikidata.org/wiki/Q8513","display_name":"Database","level":1,"score":0.14012384414672852},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.13050121068954468},{"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/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.2011.5990519","is_oa":false,"landing_page_url":"https://doi.org/10.1109/inm.2011.5990519","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"12th IFIP/IEEE International Symposium on Integrated Network Management (IM 2011) and Workshops","raw_type":"proceedings-article"}],"best_oa_location":null,"sustainable_development_goals":[],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":21,"referenced_works":["https://openalex.org/W1493645886","https://openalex.org/W1855283887","https://openalex.org/W1970647484","https://openalex.org/W1985525056","https://openalex.org/W1992602600","https://openalex.org/W2073525613","https://openalex.org/W2093322402","https://openalex.org/W2105237819","https://openalex.org/W2110153628","https://openalex.org/W2114189212","https://openalex.org/W2123534512","https://openalex.org/W2127771512","https://openalex.org/W2158919911","https://openalex.org/W2162739315","https://openalex.org/W2167271913","https://openalex.org/W2171461844","https://openalex.org/W2726474170","https://openalex.org/W3005115464","https://openalex.org/W4229772528","https://openalex.org/W6630231705","https://openalex.org/W6669066496"],"related_works":["https://openalex.org/W4205624458","https://openalex.org/W2987499578","https://openalex.org/W2076641224","https://openalex.org/W2462076241","https://openalex.org/W4230797417","https://openalex.org/W4386075345","https://openalex.org/W2511501630","https://openalex.org/W2392717539","https://openalex.org/W2116297552","https://openalex.org/W2164895946"],"abstract_inverted_index":{"Under":[0],"current":[1],"approaches,":[2],"service":[3,116,140,177],"performance":[4],"is":[5,75,163],"generally":[6],"evaluated":[7],"using":[8],"technical":[9,23],"metrics,":[10],"for":[11],"the":[12,38,61,72,80,156],"following":[13],"two":[14],"basic":[15],"reasons:":[16],"1)":[17],"They":[18,27],"are":[19,28,45,50,67,85],"easily":[20,69],"understood":[21],"by":[22,169],"people":[24],"and":[25,43,119,165],"2)":[26],"typically":[29,77],"easy":[30],"to":[31,112,132,138,173],"measure":[32],"directly.":[33],"The":[34],"actual":[35,175],"impact":[36],"on":[37,60,88],"business":[39],"of":[40,104,151],"low":[41],"value":[42,118],"quality":[44,122],"not":[46,68,76],"apparent.":[47],"Service":[48,83],"metrics":[49,84],"objectively":[51],"measured,":[52],"however,":[53],"subjective":[54],"criteria":[55],"-":[56,66],"those":[57],"that":[58,159],"depend":[59],"subject":[62],"(person)":[63],"being":[64],"polled":[65],"brought":[70],"into":[71],"picture.":[73],"Uncertainty":[74],"considered":[78],"in":[79,110,135,147,171],"measurement":[81],"process.":[82],"gathered":[86],"strictly":[87],"an":[89,114],"operational":[90],"level":[91],"without":[92],"any":[93],"effective":[94],"information":[95],"available":[96],"at":[97],"a":[98,108,120,125,145,148,152],"strategic":[99],"level.":[100],"Within":[101],"this":[102],"scope":[103],"work,":[105],"we":[106],"propose":[107],"model":[109,162],"order":[111],"quantify":[113],"IT":[115],"aggregated":[117],"hierarchical":[121],"indicator":[123],"within":[124],"time":[126],"snapshot,":[127],"which":[128],"can":[129,166],"be":[130,167],"used":[131],"help":[133],"managers":[134],"activities":[136],"relating":[137],"continual":[139,176],"improvement.":[141],"We":[142],"carried":[143],"out":[144],"case-study":[146],"real":[149],"environment":[150],"Brazilian":[153],"Bank":[154],"whereby":[155],"results":[157],"indicate":[158],"our":[160],"non-intrusive":[161],"useful":[164],"adopted":[168],"corporations":[170],"addition":[172],"their":[174],"improvement":[178],"rules.":[179]},"counts_by_year":[{"year":2017,"cited_by_count":1},{"year":2015,"cited_by_count":1},{"year":2013,"cited_by_count":1},{"year":2012,"cited_by_count":1}],"updated_date":"2025-11-06T03:46:38.306776","created_date":"2025-10-10T00:00:00"}