{"id":"https://openalex.org/W2522958522","doi":"https://doi.org/10.5220/0005376003300337","title":"Metrics to Support IT Service Maturity Models - A Systematic Mapping Study","display_name":"Metrics to Support IT Service Maturity Models - A Systematic Mapping Study","publication_year":2015,"publication_date":"2015-01-01","ids":{"openalex":"https://openalex.org/W2522958522","doi":"https://doi.org/10.5220/0005376003300337","mag":"2522958522"},"language":"en","primary_location":{"id":"doi:10.5220/0005376003300337","is_oa":true,"landing_page_url":"https://doi.org/10.5220/0005376003300337","pdf_url":null,"source":null,"license":"cc-by-nc-nd","license_id":"https://openalex.org/licenses/cc-by-nc-nd","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Proceedings of the 17th International Conference on Enterprise Information Systems","raw_type":"proceedings-article"},"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"gold","oa_url":"https://doi.org/10.5220/0005376003300337","any_repository_has_fulltext":null},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5063429149","display_name":"Bianca Trinkenreich","orcid":"https://orcid.org/0000-0001-7302-6082"},"institutions":[{"id":"https://openalex.org/I83648350","display_name":"Universidade Federal do Estado do Rio de Janeiro","ror":"https://ror.org/04tec8z30","country_code":"BR","type":"education","lineage":["https://openalex.org/I83648350"]}],"countries":["BR"],"is_corresponding":true,"raw_author_name":"Bianca Trinkenreich","raw_affiliation_strings":["Universidade Federal do Estado do Rio de Janeiro (UNIRIO), Brazil"],"affiliations":[{"raw_affiliation_string":"Universidade Federal do Estado do Rio de Janeiro (UNIRIO), Brazil","institution_ids":["https://openalex.org/I83648350"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5015529589","display_name":"Gleison Santos","orcid":"https://orcid.org/0000-0003-0279-0440"},"institutions":[{"id":"https://openalex.org/I83648350","display_name":"Universidade Federal do Estado do Rio de Janeiro","ror":"https://ror.org/04tec8z30","country_code":"BR","type":"education","lineage":["https://openalex.org/I83648350"]}],"countries":["BR"],"is_corresponding":false,"raw_author_name":"Gleison Santos","raw_affiliation_strings":["Universidade Federal do Estado do Rio de Janeiro (UNIRIO), Brazil"],"affiliations":[{"raw_affiliation_string":"Universidade Federal do Estado do Rio de Janeiro (UNIRIO), Brazil","institution_ids":["https://openalex.org/I83648350"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5027468858","display_name":"Monalessa Perini Barcellos","orcid":"https://orcid.org/0000-0002-6225-9478"},"institutions":[{"id":"https://openalex.org/I51235708","display_name":"Universidade Federal do Esp\u00edrito Santo","ror":"https://ror.org/05sxf4h28","country_code":"BR","type":"education","lineage":["https://openalex.org/I51235708"]}],"countries":["BR"],"is_corresponding":false,"raw_author_name":"Monalessa Perini Barcellos","raw_affiliation_strings":["Universidade Federal do Esp\u00edrito Santo (UFES), Brazil"],"affiliations":[{"raw_affiliation_string":"Universidade Federal do Esp\u00edrito Santo (UFES), Brazil","institution_ids":["https://openalex.org/I51235708"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":3,"corresponding_author_ids":["https://openalex.org/A5063429149"],"corresponding_institution_ids":["https://openalex.org/I83648350"],"apc_list":null,"apc_paid":null,"fwci":3.5372,"has_fulltext":false,"cited_by_count":7,"citation_normalized_percentile":{"value":0.93646065,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":89,"max":98},"biblio":{"volume":null,"issue":null,"first_page":"330","last_page":"337"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T11114","display_name":"Service and Product Innovation","score":0.996999979019165,"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"}},"topics":[{"id":"https://openalex.org/T11114","display_name":"Service and Product Innovation","score":0.996999979019165,"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/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9937000274658203,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"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":0.9843999743461609,"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/capability-maturity-model-integration","display_name":"Capability Maturity Model Integration","score":0.8291566967964172},{"id":"https://openalex.org/keywords/service-integration-maturity-model","display_name":"Service Integration Maturity Model","score":0.7311313152313232},{"id":"https://openalex.org/keywords/capability-maturity-model","display_name":"Capability Maturity Model","score":0.7300976514816284},{"id":"https://openalex.org/keywords/maturity","display_name":"Maturity (psychological)","score":0.7064208984375},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.6562799215316772},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.6053630709648132},{"id":"https://openalex.org/keywords/identification","display_name":"Identification (biology)","score":0.596454918384552},{"id":"https://openalex.org/keywords/process-management","display_name":"Process management","score":0.5062686204910278},{"id":"https://openalex.org/keywords/process","display_name":"Process (computing)","score":0.505540132522583},{"id":"https://openalex.org/keywords/protocol","display_name":"Protocol (science)","score":0.49148571491241455},{"id":"https://openalex.org/keywords/quality","display_name":"Quality (philosophy)","score":0.4684576988220215},{"id":"https://openalex.org/keywords/systematic-review","display_name":"Systematic review","score":0.45661893486976624},{"id":"https://openalex.org/keywords/data-science","display_name":"Data science","score":0.37154072523117065},{"id":"https://openalex.org/keywords/engineering","display_name":"Engineering","score":0.14293479919433594},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.12114512920379639},{"id":"https://openalex.org/keywords/software-development-process","display_name":"Software development process","score":0.09382268786430359},{"id":"https://openalex.org/keywords/medline","display_name":"MEDLINE","score":0.08243933320045471},{"id":"https://openalex.org/keywords/software-development","display_name":"Software development","score":0.07810395956039429},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.07176178693771362}],"concepts":[{"id":"https://openalex.org/C182406803","wikidata":"https://www.wikidata.org/wiki/Q428361","display_name":"Capability Maturity Model Integration","level":5,"score":0.8291566967964172},{"id":"https://openalex.org/C73890322","wikidata":"https://www.wikidata.org/wiki/Q7455693","display_name":"Service Integration Maturity Model","level":4,"score":0.7311313152313232},{"id":"https://openalex.org/C85890633","wikidata":"https://www.wikidata.org/wiki/Q929673","display_name":"Capability Maturity Model","level":3,"score":0.7300976514816284},{"id":"https://openalex.org/C101433766","wikidata":"https://www.wikidata.org/wiki/Q3543263","display_name":"Maturity (psychological)","level":2,"score":0.7064208984375},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.6562799215316772},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.6053630709648132},{"id":"https://openalex.org/C116834253","wikidata":"https://www.wikidata.org/wiki/Q2039217","display_name":"Identification (biology)","level":2,"score":0.596454918384552},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.5062686204910278},{"id":"https://openalex.org/C98045186","wikidata":"https://www.wikidata.org/wiki/Q205663","display_name":"Process (computing)","level":2,"score":0.505540132522583},{"id":"https://openalex.org/C2780385302","wikidata":"https://www.wikidata.org/wiki/Q367158","display_name":"Protocol (science)","level":3,"score":0.49148571491241455},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.4684576988220215},{"id":"https://openalex.org/C189708586","wikidata":"https://www.wikidata.org/wiki/Q1504425","display_name":"Systematic review","level":3,"score":0.45661893486976624},{"id":"https://openalex.org/C2522767166","wikidata":"https://www.wikidata.org/wiki/Q2374463","display_name":"Data science","level":1,"score":0.37154072523117065},{"id":"https://openalex.org/C127413603","wikidata":"https://www.wikidata.org/wiki/Q11023","display_name":"Engineering","level":0,"score":0.14293479919433594},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.12114512920379639},{"id":"https://openalex.org/C180152950","wikidata":"https://www.wikidata.org/wiki/Q2904257","display_name":"Software development process","level":4,"score":0.09382268786430359},{"id":"https://openalex.org/C2779473830","wikidata":"https://www.wikidata.org/wiki/Q1540899","display_name":"MEDLINE","level":2,"score":0.08243933320045471},{"id":"https://openalex.org/C529173508","wikidata":"https://www.wikidata.org/wiki/Q638608","display_name":"Software development","level":3,"score":0.07810395956039429},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.07176178693771362},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0},{"id":"https://openalex.org/C71924100","wikidata":"https://www.wikidata.org/wiki/Q11190","display_name":"Medicine","level":0,"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/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.0},{"id":"https://openalex.org/C199539241","wikidata":"https://www.wikidata.org/wiki/Q7748","display_name":"Law","level":1,"score":0.0},{"id":"https://openalex.org/C59822182","wikidata":"https://www.wikidata.org/wiki/Q441","display_name":"Botany","level":1,"score":0.0},{"id":"https://openalex.org/C138496976","wikidata":"https://www.wikidata.org/wiki/Q175002","display_name":"Developmental psychology","level":1,"score":0.0},{"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/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0},{"id":"https://openalex.org/C142724271","wikidata":"https://www.wikidata.org/wiki/Q7208","display_name":"Pathology","level":1,"score":0.0},{"id":"https://openalex.org/C86803240","wikidata":"https://www.wikidata.org/wiki/Q420","display_name":"Biology","level":0,"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/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.0},{"id":"https://openalex.org/C204787440","wikidata":"https://www.wikidata.org/wiki/Q188504","display_name":"Alternative medicine","level":2,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.5220/0005376003300337","is_oa":true,"landing_page_url":"https://doi.org/10.5220/0005376003300337","pdf_url":null,"source":null,"license":"cc-by-nc-nd","license_id":"https://openalex.org/licenses/cc-by-nc-nd","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Proceedings of the 17th International Conference on Enterprise Information Systems","raw_type":"proceedings-article"},{"id":"pmh:oai:CiteSeerX.psu:10.1.1.700.6792","is_oa":false,"landing_page_url":"http://citeseerx.ist.psu.edu/viewdoc/summary?doi=10.1.1.700.6792","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"http://nemo.inf.ufes.br/wp-content/papercite-data/pdf/metrics_to_support_it_service_maturity_models__a_systematic_mapping_2015.pdf","raw_type":"text"}],"best_oa_location":{"id":"doi:10.5220/0005376003300337","is_oa":true,"landing_page_url":"https://doi.org/10.5220/0005376003300337","pdf_url":null,"source":null,"license":"cc-by-nc-nd","license_id":"https://openalex.org/licenses/cc-by-nc-nd","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Proceedings of the 17th International Conference on Enterprise Information Systems","raw_type":"proceedings-article"},"sustainable_development_goals":[],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":12,"referenced_works":["https://openalex.org/W25582271","https://openalex.org/W584667028","https://openalex.org/W1605701154","https://openalex.org/W1842503650","https://openalex.org/W1980612953","https://openalex.org/W1995542969","https://openalex.org/W1999569309","https://openalex.org/W2026368098","https://openalex.org/W2120725701","https://openalex.org/W2147271688","https://openalex.org/W2294369855","https://openalex.org/W3134208756"],"related_works":["https://openalex.org/W2065847993","https://openalex.org/W2806063704","https://openalex.org/W83630804","https://openalex.org/W2889844859","https://openalex.org/W1954349970","https://openalex.org/W2530870121","https://openalex.org/W3175617745","https://openalex.org/W2481927474","https://openalex.org/W2460259941","https://openalex.org/W2122486254"],"abstract_inverted_index":{"of":[0,6,55,129,154],"critical":[1],"business":[2],"process":[3],"and":[4,28,47,53,92,101,113],"definition":[5],"relevant":[7,121],"metrics":[8,36,52,67,141],"to":[9,33,37,82,150],"support":[10],"decision":[11],"making,":[12],"but":[13,134],"there":[14],"is":[15],"no":[16],"clear":[17],"direction":[18],"or":[19,60,138],"strict":[20],"suggestion":[21],"about":[22],"which":[23],"should":[24],"be":[25,38],"those":[26,51],"processes":[27,54,152],"metrics.":[29],"Aims:":[30],"We":[31,89,144],"aim":[32],"identify":[34],"adequate":[35],"used":[39],"by":[40,106],"organizations":[41],"deploying":[42],"IT":[43,56,72,83,114],"service":[44,57,73,84,115,155],"maturity":[45,58,85,116,156],"models":[46,59,86,165],"the":[48,125],"relationship":[49],"between":[50],"standards.":[61],"Research":[62],"questions":[63],"are:":[64],"(i)":[65],"Which":[66],"are":[68],"being":[69,159],"suggested":[70],"for":[71,140],"quality":[74,132],"improvement":[75],"projects?":[76],"(ii)":[77],"How":[78],"do":[79],"they":[80],"relate":[81],"processes?":[87],"Method:":[88],"have":[90],"defined":[91],"executed":[93],"a":[94,107,160],"systematic":[95,110],"mapping":[96,111],"review":[97,112],"protocol.":[98],"The":[99],"protocol":[100],"its":[102],"results":[103],"were":[104,167],"evaluated":[105],"specialist":[108],"on":[109],"models.":[117,157],"Results:":[118],"Of":[119],"114":[120],"studies,":[122],"13":[123],"addressed":[124],"research":[126],"questions.":[127],"All":[128],"them":[130],"presented":[131,136],"metrics,":[133,147],"none":[135],"tools":[137],"techniques":[139],"identification.":[142],"Conclusions:":[143],"identified":[145],"133":[146],"80":[148],"related":[149],"specific":[151],"areas":[153],"Even":[158],"broad":[161],"result,":[162],"not":[163],"all":[164],"aspects":[166],"considered":[168],"in":[169],"this":[170],"study.":[171],"1":[172]},"counts_by_year":[{"year":2020,"cited_by_count":1},{"year":2018,"cited_by_count":1},{"year":2015,"cited_by_count":5}],"updated_date":"2026-04-17T18:11:37.981687","created_date":"2025-10-10T00:00:00"}
