{"id":"https://openalex.org/W2025313379","doi":"https://doi.org/10.4018/ijitsa.2014070105","title":"An Extensive Review of IT Service Design in Seven International ITSM Processes Frameworks","display_name":"An Extensive Review of IT Service Design in Seven International ITSM Processes Frameworks","publication_year":2014,"publication_date":"2014-07-01","ids":{"openalex":"https://openalex.org/W2025313379","doi":"https://doi.org/10.4018/ijitsa.2014070105","mag":"2025313379"},"language":"en","primary_location":{"id":"doi:10.4018/ijitsa.2014070105","is_oa":true,"landing_page_url":"https://doi.org/10.4018/ijitsa.2014070105","pdf_url":"https://www.igi-global.com/ViewTitle.aspx?TitleId=117869&isxn=9781466655263","source":{"id":"https://openalex.org/S164667806","display_name":"International Journal of Information Technologies and Systems Approach","issn_l":"1935-570X","issn":["1935-570X","1935-5718"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310320424","host_organization_name":"IGI Global","host_organization_lineage":["https://openalex.org/P4310320424"],"host_organization_lineage_names":["IGI Global"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Information Technologies and Systems Approach","raw_type":"journal-article"},"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"bronze","oa_url":"https://www.igi-global.com/ViewTitle.aspx?TitleId=117869&isxn=9781466655263","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5049037432","display_name":"Manuel Mora","orcid":"https://orcid.org/0000-0003-1631-5931"},"institutions":[{"id":"https://openalex.org/I190103667","display_name":"Autonomous University of Aguascalientes","ror":"https://ror.org/03ec8vy26","country_code":"MX","type":"education","lineage":["https://openalex.org/I190103667"]}],"countries":["MX"],"is_corresponding":true,"raw_author_name":"Manuel Mora","raw_affiliation_strings":["Information Systems Department, Autonomous University of Aguascalientes, Aguascalientes, Mexico"],"affiliations":[{"raw_affiliation_string":"Information Systems Department, Autonomous University of Aguascalientes, Aguascalientes, Mexico","institution_ids":["https://openalex.org/I190103667"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5081015649","display_name":"Mahesh S. Raisinghani","orcid":"https://orcid.org/0000-0002-5074-0686"},"institutions":[{"id":"https://openalex.org/I150913223","display_name":"Texas Woman's University","ror":"https://ror.org/04dyzkj40","country_code":"US","type":"education","lineage":["https://openalex.org/I150913223"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Mahesh Raisinghani","raw_affiliation_strings":["School of Management, Texas Woman's University, Denton, TX, USA"],"affiliations":[{"raw_affiliation_string":"School of Management, Texas Woman's University, Denton, TX, USA","institution_ids":["https://openalex.org/I150913223"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5090553915","display_name":"Rory V. O\u2019Connor","orcid":"https://orcid.org/0000-0001-9253-0313"},"institutions":[{"id":"https://openalex.org/I42934936","display_name":"Dublin City University","ror":"https://ror.org/04a1a1e81","country_code":"IE","type":"education","lineage":["https://openalex.org/I42934936"]}],"countries":["IE"],"is_corresponding":false,"raw_author_name":"Rory V. O'Connor","raw_affiliation_strings":["School of Computing, Dublin City University, Glasnevin, Dublin, Ireland","School of Computing, Dublin City University, Glasnevin, Dublin, Ireland#TAB#"],"affiliations":[{"raw_affiliation_string":"School of Computing, Dublin City University, Glasnevin, Dublin, Ireland","institution_ids":["https://openalex.org/I42934936"]},{"raw_affiliation_string":"School of Computing, Dublin City University, Glasnevin, Dublin, Ireland#TAB#","institution_ids":["https://openalex.org/I42934936"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5027635656","display_name":"Jorge Marx G\u00f3mez","orcid":"https://orcid.org/0000-0002-7833-7549"},"institutions":[{"id":"https://openalex.org/I129877168","display_name":"Carl von Ossietzky Universit\u00e4t Oldenburg","ror":"https://ror.org/033n9gh91","country_code":"DE","type":"education","lineage":["https://openalex.org/I129877168"]}],"countries":["DE"],"is_corresponding":false,"raw_author_name":"Jorge Marx Gomez","raw_affiliation_strings":["Department of Computing Science, Oldenburg University, Oldenburg, Germany","Department of Computing Science, Oldenburg University, Oldenburg, Germany#TAB#"],"affiliations":[{"raw_affiliation_string":"Department of Computing Science, Oldenburg University, Oldenburg, Germany","institution_ids":["https://openalex.org/I129877168"]},{"raw_affiliation_string":"Department of Computing Science, Oldenburg University, Oldenburg, Germany#TAB#","institution_ids":["https://openalex.org/I129877168"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5026173910","display_name":"Ovsei Gelman","orcid":null},"institutions":[{"id":"https://openalex.org/I8961855","display_name":"Universidad Nacional Aut\u00f3noma de M\u00e9xico","ror":"https://ror.org/01tmp8f25","country_code":"MX","type":"education","lineage":["https://openalex.org/I8961855"]}],"countries":["MX"],"is_corresponding":false,"raw_author_name":"Ovsei Gelman","raw_affiliation_strings":["CCADET, Universidad Nacional Aut\u00f3noma de M\u00e9xico, Mexico City, Mexico"],"affiliations":[{"raw_affiliation_string":"CCADET, Universidad Nacional Aut\u00f3noma de M\u00e9xico, Mexico City, Mexico","institution_ids":["https://openalex.org/I8961855"]}]}],"institutions":[],"countries_distinct_count":4,"institutions_distinct_count":5,"corresponding_author_ids":["https://openalex.org/A5049037432"],"corresponding_institution_ids":["https://openalex.org/I190103667"],"apc_list":null,"apc_paid":null,"fwci":7.3626,"has_fulltext":true,"cited_by_count":24,"citation_normalized_percentile":{"value":0.96750763,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":90,"max":98},"biblio":{"volume":"7","issue":"2","first_page":"83","last_page":"107"},"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":0.9984999895095825,"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":0.9984999895095825,"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/T11114","display_name":"Service and Product Innovation","score":0.9969000220298767,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"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":0.9890999794006348,"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":0.9772089719772339},{"id":"https://openalex.org/keywords/it-service-management","display_name":"IT service management","score":0.7160146236419678},{"id":"https://openalex.org/keywords/capability-maturity-model-integration","display_name":"Capability Maturity Model Integration","score":0.7029740810394287},{"id":"https://openalex.org/keywords/cobit","display_name":"COBIT","score":0.6528204679489136},{"id":"https://openalex.org/keywords/process-management","display_name":"Process management","score":0.6144997477531433},{"id":"https://openalex.org/keywords/financial-management-for-it-services","display_name":"Financial management for IT services","score":0.6120479106903076},{"id":"https://openalex.org/keywords/knowledge-management","display_name":"Knowledge management","score":0.5234541296958923},{"id":"https://openalex.org/keywords/itil-security-management","display_name":"ITIL security management","score":0.4977574646472931},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.47932374477386475},{"id":"https://openalex.org/keywords/service-design","display_name":"Service design","score":0.45717623829841614},{"id":"https://openalex.org/keywords/service-management","display_name":"Service management","score":0.4500114619731903},{"id":"https://openalex.org/keywords/service-delivery-framework","display_name":"Service delivery framework","score":0.43231332302093506},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.4301321506500244},{"id":"https://openalex.org/keywords/engineering","display_name":"Engineering","score":0.2519299387931824},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.21732911467552185},{"id":"https://openalex.org/keywords/information-technology","display_name":"Information technology","score":0.2129075527191162},{"id":"https://openalex.org/keywords/information-security","display_name":"Information security","score":0.17439517378807068},{"id":"https://openalex.org/keywords/computer-security","display_name":"Computer security","score":0.12854862213134766},{"id":"https://openalex.org/keywords/software-development-process","display_name":"Software development process","score":0.0875244140625},{"id":"https://openalex.org/keywords/security-service","display_name":"Security service","score":0.08577379584312439}],"concepts":[{"id":"https://openalex.org/C201359696","wikidata":"https://www.wikidata.org/wiki/Q152361","display_name":"Information Technology Infrastructure Library","level":3,"score":0.9772089719772339},{"id":"https://openalex.org/C2776664667","wikidata":"https://www.wikidata.org/wiki/Q1481411","display_name":"IT service management","level":4,"score":0.7160146236419678},{"id":"https://openalex.org/C182406803","wikidata":"https://www.wikidata.org/wiki/Q428361","display_name":"Capability Maturity Model Integration","level":5,"score":0.7029740810394287},{"id":"https://openalex.org/C2776723946","wikidata":"https://www.wikidata.org/wiki/Q544025","display_name":"COBIT","level":3,"score":0.6528204679489136},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.6144997477531433},{"id":"https://openalex.org/C64060820","wikidata":"https://www.wikidata.org/wiki/Q5449727","display_name":"Financial management for IT services","level":5,"score":0.6120479106903076},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.5234541296958923},{"id":"https://openalex.org/C114351632","wikidata":"https://www.wikidata.org/wiki/Q5974820","display_name":"ITIL security management","level":5,"score":0.4977574646472931},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.47932374477386475},{"id":"https://openalex.org/C61063171","wikidata":"https://www.wikidata.org/wiki/Q532781","display_name":"Service design","level":4,"score":0.45717623829841614},{"id":"https://openalex.org/C48840187","wikidata":"https://www.wikidata.org/wiki/Q689042","display_name":"Service management","level":4,"score":0.4500114619731903},{"id":"https://openalex.org/C68595000","wikidata":"https://www.wikidata.org/wiki/Q2274177","display_name":"Service delivery framework","level":3,"score":0.43231332302093506},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.4301321506500244},{"id":"https://openalex.org/C127413603","wikidata":"https://www.wikidata.org/wiki/Q11023","display_name":"Engineering","level":0,"score":0.2519299387931824},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.21732911467552185},{"id":"https://openalex.org/C121017731","wikidata":"https://www.wikidata.org/wiki/Q11661","display_name":"Information technology","level":2,"score":0.2129075527191162},{"id":"https://openalex.org/C527648132","wikidata":"https://www.wikidata.org/wiki/Q189900","display_name":"Information security","level":2,"score":0.17439517378807068},{"id":"https://openalex.org/C38652104","wikidata":"https://www.wikidata.org/wiki/Q3510521","display_name":"Computer security","level":1,"score":0.12854862213134766},{"id":"https://openalex.org/C180152950","wikidata":"https://www.wikidata.org/wiki/Q2904257","display_name":"Software development process","level":4,"score":0.0875244140625},{"id":"https://openalex.org/C29983905","wikidata":"https://www.wikidata.org/wiki/Q7445066","display_name":"Security service","level":3,"score":0.08577379584312439},{"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/C103377522","wikidata":"https://www.wikidata.org/wiki/Q3493999","display_name":"Security information and event management","level":4,"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/C184842701","wikidata":"https://www.wikidata.org/wiki/Q370563","display_name":"Cloud computing security","level":3,"score":0.0},{"id":"https://openalex.org/C199360897","wikidata":"https://www.wikidata.org/wiki/Q9143","display_name":"Programming language","level":1,"score":0.0},{"id":"https://openalex.org/C44104985","wikidata":"https://www.wikidata.org/wiki/Q492886","display_name":"Supply chain management","level":3,"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/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.0},{"id":"https://openalex.org/C2777904410","wikidata":"https://www.wikidata.org/wiki/Q7397","display_name":"Software","level":2,"score":0.0},{"id":"https://openalex.org/C529173508","wikidata":"https://www.wikidata.org/wiki/Q638608","display_name":"Software development","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}],"mesh":[],"locations_count":3,"locations":[{"id":"doi:10.4018/ijitsa.2014070105","is_oa":true,"landing_page_url":"https://doi.org/10.4018/ijitsa.2014070105","pdf_url":"https://www.igi-global.com/ViewTitle.aspx?TitleId=117869&isxn=9781466655263","source":{"id":"https://openalex.org/S164667806","display_name":"International Journal of Information Technologies and Systems Approach","issn_l":"1935-570X","issn":["1935-570X","1935-5718"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310320424","host_organization_name":"IGI Global","host_organization_lineage":["https://openalex.org/P4310320424"],"host_organization_lineage_names":["IGI Global"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Information Technologies and Systems Approach","raw_type":"journal-article"},{"id":"pmh:http://www.rian.ie/107733/","is_oa":true,"landing_page_url":"http://doras.dcu.ie/20308/","pdf_url":"http://doras.dcu.ie/20308/","source":{"id":"https://openalex.org/S4306400033","display_name":"Arrow@dit (Dublin Institute of Technology)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I115570527","host_organization_name":"Dublin Institute of Technology","host_organization_lineage":["https://openalex.org/I115570527"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"Mora, Manuel ORCID: 0000-0003-1631-5931 <https://orcid.org/0000-0003-1631-5931>, Raisinghani, Mahesh, O'Connor, Rory ORCID: 0000-0001-9253-0313 <https://orcid.org/0000-0001-9253-0313>, Gomez, Jorge and Gelman, Ovsei  (2014) An extensive review of IT service design in seven international ITSM processes frameworks: Part I.  International Journal of Information Technologies and Systems Approach, 7  (2).   pp. 83-107.  ISSN 1935-5718","raw_type":"Other"},{"id":"pmh:oai:RePEc:igg:jitsa0:v:7:y:2014:i:2:p:83-107","is_oa":false,"landing_page_url":"http://services.igi-global.com/resolvedoi/resolve.aspx?doi=10.4018/ijitsa.2014070105","pdf_url":null,"source":{"id":"https://openalex.org/S4306401271","display_name":"RePEc: Research Papers in Economics","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I77793887","host_organization_name":"Federal Reserve Bank of St. Louis","host_organization_lineage":["https://openalex.org/I77793887"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"","raw_type":"article"}],"best_oa_location":{"id":"doi:10.4018/ijitsa.2014070105","is_oa":true,"landing_page_url":"https://doi.org/10.4018/ijitsa.2014070105","pdf_url":"https://www.igi-global.com/ViewTitle.aspx?TitleId=117869&isxn=9781466655263","source":{"id":"https://openalex.org/S164667806","display_name":"International Journal of Information Technologies and Systems Approach","issn_l":"1935-570X","issn":["1935-570X","1935-5718"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310320424","host_organization_name":"IGI Global","host_organization_lineage":["https://openalex.org/P4310320424"],"host_organization_lineage_names":["IGI Global"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Information Technologies and Systems Approach","raw_type":"journal-article"},"sustainable_development_goals":[{"display_name":"Industry, innovation and infrastructure","score":0.550000011920929,"id":"https://metadata.un.org/sdg/9"}],"awards":[{"id":"https://openalex.org/G6777017359","display_name":null,"funder_award_id":"unknown","funder_id":"https://openalex.org/F4320320875","funder_display_name":"Deutscher Akademischer Austauschdienst"}],"funders":[{"id":"https://openalex.org/F4320318914","display_name":"Universidad Aut\u00f3noma de Aguascalientes","ror":"https://ror.org/03ec8vy26"},{"id":"https://openalex.org/F4320319088","display_name":"Carl von Ossietzky Universit\u00e4t Oldenburg","ror":"https://ror.org/033n9gh91"},{"id":"https://openalex.org/F4320320865","display_name":"Dublin City University","ror":"https://ror.org/04a1a1e81"},{"id":"https://openalex.org/F4320320875","display_name":"Deutscher Akademischer Austauschdienst","ror":"https://ror.org/039djdh30"},{"id":"https://openalex.org/F4320323401","display_name":"Universidad Nacional Aut\u00f3noma de M\u00e9xico","ror":"https://ror.org/01tmp8f25"},{"id":"https://openalex.org/F4320335829","display_name":"Otto von Guericke University Magdeburg","ror":"https://ror.org/00ggpsq73"}],"has_content":{"pdf":true,"grobid_xml":true},"content_urls":{"pdf":"https://content.openalex.org/works/W2025313379.pdf","grobid_xml":"https://content.openalex.org/works/W2025313379.grobid-xml"},"referenced_works_count":49,"referenced_works":["https://openalex.org/W91096204","https://openalex.org/W114519946","https://openalex.org/W165230228","https://openalex.org/W171149521","https://openalex.org/W175533549","https://openalex.org/W225146778","https://openalex.org/W645513293","https://openalex.org/W754105553","https://openalex.org/W831985499","https://openalex.org/W1521899105","https://openalex.org/W1546362318","https://openalex.org/W1563390226","https://openalex.org/W1605127507","https://openalex.org/W1858258894","https://openalex.org/W1921219499","https://openalex.org/W1971010819","https://openalex.org/W1972888971","https://openalex.org/W1981737595","https://openalex.org/W1985449307","https://openalex.org/W1994941778","https://openalex.org/W1997359001","https://openalex.org/W2006125019","https://openalex.org/W2026662968","https://openalex.org/W2046497349","https://openalex.org/W2050987835","https://openalex.org/W2051063356","https://openalex.org/W2058850862","https://openalex.org/W2063984628","https://openalex.org/W2070466356","https://openalex.org/W2081479360","https://openalex.org/W2085791761","https://openalex.org/W2087866796","https://openalex.org/W2091579301","https://openalex.org/W2098916257","https://openalex.org/W2106099010","https://openalex.org/W2107208106","https://openalex.org/W2107960180","https://openalex.org/W2148398334","https://openalex.org/W2151461605","https://openalex.org/W2153594661","https://openalex.org/W2164222795","https://openalex.org/W2272662038","https://openalex.org/W2276078146","https://openalex.org/W2310860650","https://openalex.org/W2338335491","https://openalex.org/W2916160360","https://openalex.org/W4232452047","https://openalex.org/W4235578603","https://openalex.org/W6623378259"],"related_works":["https://openalex.org/W2095516943","https://openalex.org/W2477103519","https://openalex.org/W2273313785","https://openalex.org/W2370448826","https://openalex.org/W2979662640","https://openalex.org/W2797426096","https://openalex.org/W1816333759","https://openalex.org/W2613333852","https://openalex.org/W1583567951","https://openalex.org/W36935566"],"abstract_inverted_index":{"An":[0,68],"IT":[1,17,43,74,95,97,101],"service":[2,44,75,93,98,102,147],"design":[3,45,76,86,89],"process":[4],"is":[5,81],"considered":[6],"to":[7],"be":[8],"a":[9,109],"fundamental":[10],"piece":[11],"of":[12,42,72],"the":[13,40,116,131,145],"seven":[14,73],"key":[15],"international":[16],"Service":[18],"Management":[19],"(ITSM)":[20],"processes":[21,77],"frameworks":[22,80,117,132],"(ITIL":[23],"v2,":[24,119],"ITIL":[25,28,118,133],"v3":[26],"(and":[27],"v2011),":[29],"ISO":[30],"20000-4,":[31],"CobIT":[32],"4.0,":[33,36],"CMMI-SVC,":[34,135],"MOF":[35,138],"and":[37,100,122,137,154],"ITUP).":[38],"Nevertheless":[39],"availability":[41],"processes,":[46],"few":[47],"\u2013if":[48],"any-":[49],"descriptive-comparative":[50,70],"studies":[51],"among":[52],"them":[53],"have":[54],"been":[55],"reported.":[56,82],"Thus,":[57],"in":[58,78],"this":[59,65],"paper":[60],"(Part":[61],"I),":[62],"we":[63],"address":[64],"knowledge":[66],"gap.":[67],"extensive":[69],"review":[71],"aforementioned":[79],"Fundamental":[83],"concepts":[84],"(viz.,":[85],"as":[87,90],"noun,":[88],"verb,":[91],"service,":[92,96],"system,":[94,99],"architecture":[103],"design)":[104],"are":[105,125,140,156],"analyzed":[106],"by":[107],"using":[108,126],"Systems":[110],"Approach.":[111],"Our":[112],"findings":[113],"indicate":[114],"that":[115],"ISO/IEC":[120],"20000":[121],"Cobit":[123],"4.0":[124,139],"weak":[127],"systemic":[128],"concepts,":[129],"while":[130],"v3,":[134],"ITUP":[136],"more":[141],"foundationally":[142],"congruent":[143],"with":[144],"new":[146],"systems":[148],"view.":[149],"Implications":[150],"for":[151],"ITSM":[152],"theory":[153],"practice":[155],"discussed.":[157]},"counts_by_year":[{"year":2024,"cited_by_count":1},{"year":2023,"cited_by_count":3},{"year":2022,"cited_by_count":1},{"year":2021,"cited_by_count":2},{"year":2020,"cited_by_count":3},{"year":2018,"cited_by_count":5},{"year":2017,"cited_by_count":3},{"year":2016,"cited_by_count":1},{"year":2015,"cited_by_count":5}],"updated_date":"2026-04-16T08:26:57.006410","created_date":"2025-10-10T00:00:00"}