{"id":"https://openalex.org/W4381389679","doi":"https://doi.org/10.1145/3587828.3587867","title":"Service-Level Agreement Management with Blockchain-based Smart Contract to Improve the Quality of IT Service Management.","display_name":"Service-Level Agreement Management with Blockchain-based Smart Contract to Improve the Quality of IT Service Management.","publication_year":2023,"publication_date":"2023-02-23","ids":{"openalex":"https://openalex.org/W4381389679","doi":"https://doi.org/10.1145/3587828.3587867"},"language":"en","primary_location":{"id":"doi:10.1145/3587828.3587867","is_oa":false,"landing_page_url":"https://doi.org/10.1145/3587828.3587867","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Proceedings of the 2023 12th International Conference on Software and Computer Applications","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/A5088038551","display_name":"Zalina Fatima Azzahra","orcid":"https://orcid.org/0009-0005-0674-9826"},"institutions":[{"id":"https://openalex.org/I134635517","display_name":"Bandung Institute of Technology","ror":"https://ror.org/00apj8t60","country_code":"ID","type":"education","lineage":["https://openalex.org/I134635517"]}],"countries":["ID"],"is_corresponding":true,"raw_author_name":"Zalina Fatima Azzahra","raw_affiliation_strings":["School of Electrical Engineering and Informatics, Institut Teknologi Bandung, Indonesia"],"raw_orcid":"https://orcid.org/0009-0005-0674-9826","affiliations":[{"raw_affiliation_string":"School of Electrical Engineering and Informatics, Institut Teknologi Bandung, Indonesia","institution_ids":["https://openalex.org/I134635517"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5089046191","display_name":"I Gusti Bagus Baskara Nugraha","orcid":"https://orcid.org/0000-0003-1197-8947"},"institutions":[{"id":"https://openalex.org/I134635517","display_name":"Bandung Institute of Technology","ror":"https://ror.org/00apj8t60","country_code":"ID","type":"education","lineage":["https://openalex.org/I134635517"]}],"countries":["ID"],"is_corresponding":false,"raw_author_name":"I Gusti Bagus Baskara Nugraha","raw_affiliation_strings":["School of Electrical Engineering and Informatics, Institut Teknologi Bandung, Indonesia"],"raw_orcid":"https://orcid.org/0000-0003-1197-8947","affiliations":[{"raw_affiliation_string":"School of Electrical Engineering and Informatics, Institut Teknologi Bandung, Indonesia","institution_ids":["https://openalex.org/I134635517"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":2,"corresponding_author_ids":["https://openalex.org/A5088038551"],"corresponding_institution_ids":["https://openalex.org/I134635517"],"apc_list":null,"apc_paid":null,"fwci":0.8968,"has_fulltext":false,"cited_by_count":2,"citation_normalized_percentile":{"value":0.78484927,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":90,"max":95},"biblio":{"volume":null,"issue":null,"first_page":"260","last_page":"266"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10270","display_name":"Blockchain Technology Applications and Security","score":0.9997000098228455,"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/T10270","display_name":"Blockchain Technology Applications and Security","score":0.9997000098228455,"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/T13913","display_name":"Blockchain Technology in Education and Learning","score":0.9829000234603882,"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/T10273","display_name":"IoT and Edge/Fog Computing","score":0.98089998960495,"subfield":{"id":"https://openalex.org/subfields/1705","display_name":"Computer Networks and Communications"},"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/service-level-agreement","display_name":"Service-level agreement","score":0.7520504593849182},{"id":"https://openalex.org/keywords/smart-contract","display_name":"Smart contract","score":0.6480640172958374},{"id":"https://openalex.org/keywords/blockchain","display_name":"Blockchain","score":0.6235490441322327},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.5931030511856079},{"id":"https://openalex.org/keywords/service-level-objective","display_name":"Service level objective","score":0.5814746022224426},{"id":"https://openalex.org/keywords/service-provider","display_name":"Service provider","score":0.560748815536499},{"id":"https://openalex.org/keywords/service-design","display_name":"Service design","score":0.5587533116340637},{"id":"https://openalex.org/keywords/customer-service-assurance","display_name":"Customer Service Assurance","score":0.54462069272995},{"id":"https://openalex.org/keywords/process-management","display_name":"Process management","score":0.5317555665969849},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.5082373023033142},{"id":"https://openalex.org/keywords/service-management","display_name":"Service management","score":0.4847531020641327},{"id":"https://openalex.org/keywords/service-level","display_name":"Service level","score":0.46661654114723206},{"id":"https://openalex.org/keywords/service-delivery-framework","display_name":"Service delivery framework","score":0.4597357511520386},{"id":"https://openalex.org/keywords/service-quality","display_name":"Service quality","score":0.43216636776924133},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.3768743872642517},{"id":"https://openalex.org/keywords/knowledge-management","display_name":"Knowledge management","score":0.36908918619155884},{"id":"https://openalex.org/keywords/quality-of-service","display_name":"Quality of service","score":0.341583788394928},{"id":"https://openalex.org/keywords/computer-security","display_name":"Computer security","score":0.30883359909057617},{"id":"https://openalex.org/keywords/supply-chain-management","display_name":"Supply chain management","score":0.2631714642047882},{"id":"https://openalex.org/keywords/telecommunications","display_name":"Telecommunications","score":0.21733379364013672},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.13619118928909302},{"id":"https://openalex.org/keywords/supply-chain","display_name":"Supply chain","score":0.1279377043247223}],"concepts":[{"id":"https://openalex.org/C2778160497","wikidata":"https://www.wikidata.org/wiki/Q869830","display_name":"Service-level agreement","level":3,"score":0.7520504593849182},{"id":"https://openalex.org/C2779950589","wikidata":"https://www.wikidata.org/wiki/Q7544035","display_name":"Smart contract","level":3,"score":0.6480640172958374},{"id":"https://openalex.org/C2779687700","wikidata":"https://www.wikidata.org/wiki/Q20514253","display_name":"Blockchain","level":2,"score":0.6235490441322327},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5931030511856079},{"id":"https://openalex.org/C16151460","wikidata":"https://www.wikidata.org/wiki/Q3480069","display_name":"Service level objective","level":5,"score":0.5814746022224426},{"id":"https://openalex.org/C116537","wikidata":"https://www.wikidata.org/wiki/Q2169973","display_name":"Service provider","level":3,"score":0.560748815536499},{"id":"https://openalex.org/C61063171","wikidata":"https://www.wikidata.org/wiki/Q532781","display_name":"Service design","level":4,"score":0.5587533116340637},{"id":"https://openalex.org/C61974975","wikidata":"https://www.wikidata.org/wiki/Q5196436","display_name":"Customer Service Assurance","level":5,"score":0.54462069272995},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.5317555665969849},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.5082373023033142},{"id":"https://openalex.org/C48840187","wikidata":"https://www.wikidata.org/wiki/Q689042","display_name":"Service management","level":4,"score":0.4847531020641327},{"id":"https://openalex.org/C181889124","wikidata":"https://www.wikidata.org/wiki/Q380204","display_name":"Service level","level":2,"score":0.46661654114723206},{"id":"https://openalex.org/C68595000","wikidata":"https://www.wikidata.org/wiki/Q2274177","display_name":"Service delivery framework","level":3,"score":0.4597357511520386},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.43216636776924133},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.3768743872642517},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.36908918619155884},{"id":"https://openalex.org/C5119721","wikidata":"https://www.wikidata.org/wiki/Q220501","display_name":"Quality of service","level":2,"score":0.341583788394928},{"id":"https://openalex.org/C38652104","wikidata":"https://www.wikidata.org/wiki/Q3510521","display_name":"Computer security","level":1,"score":0.30883359909057617},{"id":"https://openalex.org/C44104985","wikidata":"https://www.wikidata.org/wiki/Q492886","display_name":"Supply chain management","level":3,"score":0.2631714642047882},{"id":"https://openalex.org/C76155785","wikidata":"https://www.wikidata.org/wiki/Q418","display_name":"Telecommunications","level":1,"score":0.21733379364013672},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.13619118928909302},{"id":"https://openalex.org/C108713360","wikidata":"https://www.wikidata.org/wiki/Q1824206","display_name":"Supply chain","level":2,"score":0.1279377043247223}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1145/3587828.3587867","is_oa":false,"landing_page_url":"https://doi.org/10.1145/3587828.3587867","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Proceedings of the 2023 12th International Conference on Software and Computer Applications","raw_type":"proceedings-article"}],"best_oa_location":null,"sustainable_development_goals":[{"score":0.47999998927116394,"id":"https://metadata.un.org/sdg/9","display_name":"Industry, innovation and infrastructure"}],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":21,"referenced_works":["https://openalex.org/W2742375026","https://openalex.org/W2766941137","https://openalex.org/W2907963949","https://openalex.org/W2919781810","https://openalex.org/W2946964602","https://openalex.org/W3023843641","https://openalex.org/W3037475557","https://openalex.org/W3093183217","https://openalex.org/W3096316084","https://openalex.org/W3112921049","https://openalex.org/W3117796164","https://openalex.org/W3130797615","https://openalex.org/W3191879861","https://openalex.org/W3208439414","https://openalex.org/W3210622272","https://openalex.org/W3212504427","https://openalex.org/W4205117367","https://openalex.org/W4229369802","https://openalex.org/W4237604901","https://openalex.org/W4252506956","https://openalex.org/W4312938236"],"related_works":["https://openalex.org/W1999777212","https://openalex.org/W1797105837","https://openalex.org/W2754945030","https://openalex.org/W2737283325","https://openalex.org/W2607605122","https://openalex.org/W2151841150","https://openalex.org/W2188448273","https://openalex.org/W2099923819","https://openalex.org/W171769367","https://openalex.org/W1805048407"],"abstract_inverted_index":{"Information":[0],"Technology":[1],"Service":[2,17],"Management":[3],"is":[4,27,53,67],"managing":[5,120],"information":[6,37],"technology":[7,38],"services":[8],"that":[9],"focus":[10],"on":[11],"customer":[12],"satisfaction":[13],"and":[14,30,41,79,101],"ensure":[15],"meeting":[16],"Level":[18],"Agreements":[19],"(SLA).":[20],"The":[21,63,111],"organization":[22],"used":[23],"in":[24,48,76,126],"this":[25,114],"study":[26,90,115],"a":[28,84,92,103,123,127],"university,":[29],"there":[31,80],"are":[32,45,75],"service":[33,43,136],"providers,":[34],"namely":[35],"the":[36,42,49,117,132],"directorate":[39],"center,":[40],"users":[44],"several":[46],"sections":[47],"university.":[50],"SLA":[51,58,65,121],"management":[52,66,95],"currently":[54],"conducted":[55],"by":[56],"emailing":[57],"documents":[59,74],"to":[60,69,82,130],"each":[61],"section.":[62],"current":[64],"challenging":[68],"manage":[70],"contract":[71,125],"recording":[72],"because":[73],"separate":[77],"emails,":[78],"needs":[81],"be":[83],"monitoring":[85],"process":[86,118],"for":[87,107],"SLA.":[88],"This":[89],"proposes":[91],"service-level":[93],"agreement":[94],"system":[96],"using":[97,122],"blockchain-based":[98],"smart":[99,109,124],"contracts":[100],"uses":[102],"private":[104],"blockchain":[105],"network":[106],"implementing":[108],"contracts.":[110],"results":[112],"of":[113,119,134],"show":[116],"more":[128],"structured":[129],"improve":[131],"quality":[133],"IT":[135],"management.":[137]},"counts_by_year":[{"year":2025,"cited_by_count":1},{"year":2024,"cited_by_count":1}],"updated_date":"2025-11-06T03:46:38.306776","created_date":"2025-10-10T00:00:00"}
