{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2024,9,11]],"date-time":"2024-09-11T08:23:11Z","timestamp":1726042991002},"publisher-location":"Cham","reference-count":32,"publisher":"Springer International Publishing","isbn-type":[{"type":"print","value":"9783030292379"},{"type":"electronic","value":"9783030292386"}],"license":[{"start":{"date-parts":[[2019,1,1]],"date-time":"2019-01-01T00:00:00Z","timestamp":1546300800000},"content-version":"tdm","delay-in-days":0,"URL":"http:\/\/www.springer.com\/tdm"}],"content-domain":{"domain":["link.springer.com"],"crossmark-restriction":false},"short-container-title":[],"published-print":{"date-parts":[[2019]]},"DOI":"10.1007\/978-3-030-29238-6_14","type":"book-chapter","created":{"date-parts":[[2019,9,1]],"date-time":"2019-09-01T23:02:43Z","timestamp":1567378963000},"page":"193-206","update-policy":"http:\/\/dx.doi.org\/10.1007\/springer_crossmark_policy","source":"Crossref","is-referenced-by-count":5,"title":["Studying Continual Service Improvement and Monitoring the Quality of ITSM"],"prefix":"10.1007","author":[{"given":"Sanna","family":"Heikkinen","sequence":"first","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Marko","family":"J\u00e4ntti","sequence":"additional","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]}],"member":"297","published-online":{"date-parts":[[2019,8,8]]},"reference":[{"key":"14_CR1","doi-asserted-by":"publisher","DOI":"10.1007\/978-3-642-35904-0","volume-title":"A Guide to Continuous Improvement Transformation - Concepts, Processes, Implementation","author":"A Aartsengel van","year":"2013","unstructured":"van Aartsengel, A., Selahattin, K.: A Guide to Continuous Improvement Transformation - Concepts, Processes, Implementation. Springer, Heidelberg (2013). \n                    https:\/\/doi.org\/10.1007\/978-3-642-35904-0"},{"key":"14_CR2","doi-asserted-by":"crossref","unstructured":"Abdulmouti, H.: The role of Kaizen (continuous improvement) in improving companies\u2019 performance: a case study. In: Proceedings of the 2015 International Conference on Industrial Engineering and Operations Management (IEOM), pp. 1\u20136, March 2015","DOI":"10.1109\/IEOM.2015.7093768"},{"issue":"3","key":"14_CR3","first-page":"135","volume":"10","author":"S Allen","year":"2000","unstructured":"Allen, S.: Development of a work monitoring, evaluation and improvement process. Eng. Manag. J. 10(3), 135\u2013141 (2000)","journal-title":"Eng. Manag. J."},{"key":"14_CR4","volume-title":"ITSM Process Assessment Supporting ITIL","author":"B Barafort","year":"2009","unstructured":"Barafort, B., et al.: ITSM Process Assessment Supporting ITIL. Van Haren Publishing, Zaltbommel (2009)"},{"key":"14_CR5","unstructured":"Cabinet Office: ITIL Continual Service Improvement. The Stationary Office, UK (2011)"},{"key":"14_CR6","unstructured":"Cabinet Office: ITIL Service Design. The Stationary Office, UK (2011)"},{"key":"14_CR7","unstructured":"COBIT 4.0: Control Objectives for Information and Related Technology. ISACA (2005)"},{"key":"14_CR8","doi-asserted-by":"publisher","first-page":"532","DOI":"10.5465\/amr.1989.4308385","volume":"14","author":"K Eisenhardt","year":"1989","unstructured":"Eisenhardt, K.: Building theories from case study research. Acad. Manag. Rev. 14, 532\u2013550 (1989)","journal-title":"Acad. Manag. Rev."},{"key":"14_CR9","unstructured":"Gacenga, F., Cater-Steel, A.: Performance measurement of it service management: a case study of an Australian university (research in progress). In: PACIS 2011\u201315th Pacific Asia Conference on Information Systems: Quality Research in Pacific, AIS Electronic Library (2011)"},{"issue":"5","key":"14_CR10","doi-asserted-by":"publisher","first-page":"395","DOI":"10.1016\/j.emj.2007.08.005","volume":"25","author":"C Gentile","year":"2007","unstructured":"Gentile, C., Spiller, N., Noci, G.: How to sustain the customer experience: an overview of experience components that co-create value with the customer. Eur. Manag. J. 25(5), 395\u2013410 (2007)","journal-title":"Eur. Manag. J."},{"issue":"30","key":"14_CR11","doi-asserted-by":"publisher","first-page":"181","DOI":"10.1016\/j.ifacol.2018.11.283","volume":"51","author":"M Gervalla","year":"2018","unstructured":"Gervalla, M., Preniqi, N., Kopacek, P.: IT infrastructure library (ITIL) framework approach to IT governance. IFAC-PapersOnLine 51(30), 181\u2013185 (2018)","journal-title":"IFAC-PapersOnLine"},{"key":"14_CR12","series-title":"Communications in Computer and Information Science","doi-asserted-by":"publisher","first-page":"61","DOI":"10.1007\/978-3-642-31199-4_6","volume-title":"Systems, Software and Services Process Improvement","author":"S Heikkinen","year":"2012","unstructured":"Heikkinen, S., J\u00e4ntti, M.: Establishing a continual service improvement model: a case study. In: Winkler, D., O\u2019Connor, R.V., Messnarz, R. (eds.) EuroSPI 2012. CCIS, vol. 301, pp. 61\u201372. Springer, Heidelberg (2012). \n                    https:\/\/doi.org\/10.1007\/978-3-642-31199-4_6"},{"key":"14_CR13","doi-asserted-by":"publisher","first-page":"512","DOI":"10.1016\/j.ijinfomgt.2013.01.004","volume":"33","author":"J Iden","year":"2013","unstructured":"Iden, J., Eikebrokk, T.: Implementing it service management: a systematic literature review. Int. J. Inf. Manag. 33, 512\u2013523 (2013)","journal-title":"Int. J. Inf. Manag."},{"key":"14_CR14","unstructured":"ISO: ISO 9000:2005 Quality management systems - Requirements. ISO Copyright Office (2005)"},{"key":"14_CR15","unstructured":"ISO\/IEC 20000:1: Part 1: Service management system requirements. ISO\/IEC JTC 1 Secretariat (2011)"},{"key":"14_CR16","unstructured":"ISO\/IEC TS 15504\u20138:2012: Information technology - Process assessment -Part 8: An exemplar process assessment model for IT service management. ISO\/IEC TC JTC1\/SC7 Secretariat (2012)"},{"key":"14_CR17","series-title":"Lecture Notes in Business Information Processing","doi-asserted-by":"publisher","first-page":"317","DOI":"10.1007\/978-3-642-02152-7_24","volume-title":"Product-Focused Software Process Improvement","author":"M J\u00e4ntti","year":"2009","unstructured":"J\u00e4ntti, M.: Lessons learnt from the improvement of customer support processes: a case study on incident management. In: Bomarius, F., Oivo, M., Jaring, P., Abrahamsson, P. (eds.) PROFES 2009. LNBIP, vol. 32, pp. 317\u2013331. Springer, Heidelberg (2009). \n                    https:\/\/doi.org\/10.1007\/978-3-642-02152-7_24"},{"issue":"2","key":"14_CR18","doi-asserted-by":"publisher","first-page":"141","DOI":"10.1007\/s10799-015-0239-z","volume":"17","author":"M J\u00e4ntti","year":"2016","unstructured":"J\u00e4ntti, M., Hotti, V.: Defining the relationships between it service management and it service governance. Inf. Technol. Manag. 17(2), 141\u2013150 (2016)","journal-title":"Inf. Technol. Manag."},{"key":"14_CR19","doi-asserted-by":"crossref","unstructured":"Jokela, K., J\u00e4ntti, M.: Challenges and problems in product portfolio release and deployment management. In: Proceedings of the 9th International Conference on Service Systems and Service Management (ICSSSM12). IEEE, Shanghai (2012)","DOI":"10.1109\/ICSSSM.2012.6252208"},{"key":"14_CR20","unstructured":"Kajko-Mattsson, M.: Corrective maintenance maturity model: problem management. In: ICSM 2002: Proceedings of the International Conference on Software Maintenance (ICSM 2002), p. 486. IEEE Computer Society, Washington, DC (2002)"},{"key":"14_CR21","doi-asserted-by":"crossref","unstructured":"Lahtela, A., J\u00e4ntti, M., Kaukola, J.: Implementing an ITIL-based IT service management measurement system. In: Proceedings of the 4th International Conference on Digital Society, pp. 249\u2013254. IEEE Computer Society, St. Maarten, February 2010","DOI":"10.1109\/ICDS.2010.48"},{"issue":"1","key":"14_CR22","doi-asserted-by":"publisher","first-page":"1","DOI":"10.1016\/j.jom.2011.04.002","volume":"30","author":"M Lewis","year":"2012","unstructured":"Lewis, M., Brown, A.: How different is professional service operations management? J. Oper. Manag. 30(1), 1\u201311 (2012)","journal-title":"J. Oper. Manag."},{"key":"14_CR23","doi-asserted-by":"crossref","unstructured":"Lima, A., deSousa, J., Oliveira, J., Sauve, J., Moura, A.: Towards business-driven continual service improvement. In: 2010 IEEE\/IFIP Network Operations and Management Symposium Workshops, pp. 95\u201398. IEEE, NJ (2010)","DOI":"10.1109\/NOMSW.2010.5486594"},{"key":"14_CR24","doi-asserted-by":"publisher","first-page":"219","DOI":"10.1016\/j.im.2010.02.003","volume":"47","author":"B McNaughton","year":"2010","unstructured":"McNaughton, B., Ray, P., Lewis, L.: Designing an evaluation framework for IT service management. Inf. Manag. 47, 219\u2013225 (2010)","journal-title":"Inf. Manag."},{"key":"14_CR25","unstructured":"OGC: ITIL Planning to Implement. The Stationary Office, UK (2002)"},{"issue":"2","key":"14_CR26","doi-asserted-by":"publisher","first-page":"164","DOI":"10.1080\/10580530902797540","volume":"26","author":"C Pollard","year":"2009","unstructured":"Pollard, C., Cater-Steel, A.: Justifications, strategies, and critical success factors in successful ITIL implementations in U.S. and Australian companies: an exploratory study. Inf. Syst. Manag. 26(2), 164\u2013175 (2009)","journal-title":"Inf. Syst. Manag."},{"key":"14_CR27","doi-asserted-by":"publisher","first-page":"131","DOI":"10.1007\/s10664-008-9102-8","volume":"14","author":"P Runeson","year":"2009","unstructured":"Runeson, P., H\u00f6st, M.: Guidelines for conducting and reporting case study research in software engineering. Empir. Softw. Eng. 14, 131\u2013164 (2009)","journal-title":"Empir. Softw. Eng."},{"key":"14_CR28","unstructured":"Shrestha, A., Cater-Steel, A., Tan, W., Toleman, M.: A model to select processes for IT service management improvement. In: ACIS 2012 : Proceedings of the 23rd Australasian Conference on Information Systems, pp. 1\u201310. ACIS (2012)"},{"key":"14_CR29","unstructured":"Shrestha, A., Cater-Steel, A., Toleman, M.: Virtualising process assessments to facilitate continual service improvement in IT service management. In: ACIS 2015 Proceedings - 26th Australasian Conference on Information Systems. ACIS (2015)"},{"key":"14_CR30","volume-title":"Case Study Research: Design and Methods","author":"R Yin","year":"1994","unstructured":"Yin, R.: Case Study Research: Design and Methods. Sage Publishing, Beverly Hills (1994)"},{"key":"14_CR31","volume-title":"Delivering Quality Service: Balancing Customer Perceptions and Expectations","author":"V Zeithaml","year":"1990","unstructured":"Zeithaml, V., Parasuraman, A., Berry, L.: Delivering Quality Service: Balancing Customer Perceptions and Expectations. The Free Press, Nariman Point (1990)"},{"key":"14_CR32","doi-asserted-by":"publisher","DOI":"10.1007\/978-3-540-38284-3","volume-title":"Services Computing","author":"LJ Zhang","year":"2007","unstructured":"Zhang, L.J., Zhang, J., Cai, H.: Services Computing. Springer, Heidelberg (2007). \n                    https:\/\/doi.org\/10.1007\/978-3-540-38284-3\n                    \n                  . Tsinghua University Press, Beijing"}],"container-title":["Communications in Computer and Information Science","Quality of Information and Communications Technology"],"original-title":[],"language":"en","link":[{"URL":"http:\/\/link.springer.com\/content\/pdf\/10.1007\/978-3-030-29238-6_14","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2019,9,1]],"date-time":"2019-09-01T23:04:50Z","timestamp":1567379090000},"score":1,"resource":{"primary":{"URL":"http:\/\/link.springer.com\/10.1007\/978-3-030-29238-6_14"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2019]]},"ISBN":["9783030292379","9783030292386"],"references-count":32,"URL":"https:\/\/doi.org\/10.1007\/978-3-030-29238-6_14","relation":{},"ISSN":["1865-0929","1865-0937"],"issn-type":[{"type":"print","value":"1865-0929"},{"type":"electronic","value":"1865-0937"}],"subject":[],"published":{"date-parts":[[2019]]},"assertion":[{"value":"8 August 2019","order":1,"name":"first_online","label":"First Online","group":{"name":"ChapterHistory","label":"Chapter History"}},{"value":"QUATIC","order":1,"name":"conference_acronym","label":"Conference Acronym","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"International Conference on the Quality of Information and Communications Technology","order":2,"name":"conference_name","label":"Conference Name","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"Ciudad Real","order":3,"name":"conference_city","label":"Conference City","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"Spain","order":4,"name":"conference_country","label":"Conference Country","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"2019","order":5,"name":"conference_year","label":"Conference Year","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"11 September 2019","order":7,"name":"conference_start_date","label":"Conference Start Date","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"13 September 2019","order":8,"name":"conference_end_date","label":"Conference End Date","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"12","order":9,"name":"conference_number","label":"Conference Number","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"quatic2019","order":10,"name":"conference_id","label":"Conference ID","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"http:\/\/2019.quatic.org","order":11,"name":"conference_url","label":"Conference URL","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"Double-blind","order":1,"name":"type","label":"Type","group":{"name":"ConfEventPeerReviewInformation","label":"Peer Review Information (provided by the conference organizers)"}},{"value":"EasyChair","order":2,"name":"conference_management_system","label":"Conference Management System","group":{"name":"ConfEventPeerReviewInformation","label":"Peer Review Information (provided by the conference organizers)"}},{"value":"66","order":3,"name":"number_of_submissions_sent_for_review","label":"Number of Submissions Sent for Review","group":{"name":"ConfEventPeerReviewInformation","label":"Peer Review Information (provided by the conference organizers)"}},{"value":"19","order":4,"name":"number_of_full_papers_accepted","label":"Number of Full Papers Accepted","group":{"name":"ConfEventPeerReviewInformation","label":"Peer Review Information (provided by the conference organizers)"}},{"value":"6","order":5,"name":"number_of_short_papers_accepted","label":"Number of Short Papers Accepted","group":{"name":"ConfEventPeerReviewInformation","label":"Peer Review Information (provided by the conference organizers)"}},{"value":"29% - The value is computed by the equation \"Number of Full Papers Accepted \/ Number of Submissions Sent for Review * 100\" and then rounded to a whole number.","order":6,"name":"acceptance_rate_of_full_papers","label":"Acceptance Rate of Full Papers","group":{"name":"ConfEventPeerReviewInformation","label":"Peer Review Information (provided by the conference organizers)"}},{"value":"4","order":7,"name":"average_number_of_reviews_per_paper","label":"Average Number of Reviews per Paper","group":{"name":"ConfEventPeerReviewInformation","label":"Peer Review Information (provided by the conference organizers)"}},{"value":"1-2","order":8,"name":"average_number_of_papers_per_reviewer","label":"Average Number of Papers per Reviewer","group":{"name":"ConfEventPeerReviewInformation","label":"Peer Review Information (provided by the conference organizers)"}},{"value":"Yes","order":9,"name":"external_reviewers_involved","label":"External Reviewers Involved","group":{"name":"ConfEventPeerReviewInformation","label":"Peer Review Information (provided by the conference organizers)"}}]}}