{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2025,3,27]],"date-time":"2025-03-27T20:35:58Z","timestamp":1743107758044,"version":"3.40.3"},"publisher-location":"Cham","reference-count":23,"publisher":"Springer International Publishing","isbn-type":[{"type":"print","value":"9783031141782"},{"type":"electronic","value":"9783031141799"}],"license":[{"start":{"date-parts":[[2022,1,1]],"date-time":"2022-01-01T00:00:00Z","timestamp":1640995200000},"content-version":"tdm","delay-in-days":0,"URL":"https:\/\/www.springer.com\/tdm"},{"start":{"date-parts":[[2022,1,1]],"date-time":"2022-01-01T00:00:00Z","timestamp":1640995200000},"content-version":"vor","delay-in-days":0,"URL":"https:\/\/www.springer.com\/tdm"}],"content-domain":{"domain":["link.springer.com"],"crossmark-restriction":false},"short-container-title":[],"published-print":{"date-parts":[[2022]]},"DOI":"10.1007\/978-3-031-14179-9_12","type":"book-chapter","created":{"date-parts":[[2022,9,4]],"date-time":"2022-09-04T23:02:47Z","timestamp":1662332567000},"page":"175-189","update-policy":"https:\/\/doi.org\/10.1007\/springer_crossmark_policy","source":"Crossref","is-referenced-by-count":2,"title":["Improving the\u00a0Quality of\u00a0ICT and\u00a0Forestry Service Processes with\u00a0Digital Service Management Approach: A Case Study on\u00a0Forestry Liquids"],"prefix":"10.1007","author":[{"given":"Marko","family":"J\u00e4ntti","sequence":"first","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Markus","family":"Aho","sequence":"additional","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]}],"member":"297","published-online":{"date-parts":[[2022,9,5]]},"reference":[{"key":"12_CR1","unstructured":"Axelos: ITIL Foundation - ITIL 4 Edition. Stationary Office Books, UK (2019)"},{"key":"12_CR2","unstructured":"Cabinet Office: ITIL Continual Service Improvement. The Stationary Office, UK (2011)"},{"key":"12_CR3","unstructured":"Cabinet Office: ITIL Service Operation. The Stationary Office, UK (2011)"},{"key":"12_CR4","doi-asserted-by":"crossref","unstructured":"da Conceicao, F.S., da Silva, A.P., de Oliveira Filho, A.Q., Silva Filho, R.C.: Toward a gamification model to improve IT service management quality on service desk. In: 2014 9th International Conference on the Quality of Information and Communications Technology, pp. 255\u2013260 (2014)","DOI":"10.1109\/QUATIC.2014.41"},{"key":"12_CR5","unstructured":"Duffy, K., Denison, B.: Using ITIL to improve IT services. In: AMCIS08: Proceedings of the Fourteenth American Conference on Information Systems 2008. Association for Information Systems, Toronto (2008)"},{"key":"12_CR6","doi-asserted-by":"crossref","unstructured":"Halverson, C.A., Erickson, T., Ackerman, M.S.: Behind the help desk: evolution of a knowledge management system in a large organization. In: Proceedings of the 2004 ACM Conference on Computer Supported Cooperative Work, pp. 304\u2013313. CSCW 2004, ACM, NY (2004)","DOI":"10.1145\/1031607.1031657"},{"key":"12_CR7","unstructured":"Henninger, S.: Using software process to support learning software organizations. In: 1st International Workshop on Learning Software Organizations. Kaiserslautern (1999)"},{"issue":"1","key":"12_CR8","doi-asserted-by":"publisher","first-page":"126","DOI":"10.1108\/13673270510583018","volume":"9","author":"P Iske","year":"2005","unstructured":"Iske, P., Boersma, W.: Connected brains: question and answer systems for knowledge sharing: concepts, implementation and return on investment. J. Knowl. Manag. 9(1), 126\u2013145 (2005). https:\/\/doi.org\/10.1108\/13673270510583018","journal-title":"J. Knowl. Manag."},{"key":"12_CR9","unstructured":"ISO\/IEC 20000-1:2018: Information technology - Service management - Part 1: Service management system requirements. ISO\/IEC JTC1\/SC40 Secretariat (2018)"},{"key":"12_CR10","unstructured":"ISO\/IEC 20000:2: Part 2: Guidance on the application of service management systems. ISO\/IEC JTC 1 Secretariat (2019)"},{"key":"12_CR11","unstructured":"J\u00e4ntti, M.: Examining challenges in it service desk system and processes: a case study. In: Proceedings of the 7th International Conference on Systems 2012, pp. 105\u2013108. CPS Publishing (2012)"},{"issue":"3","key":"12_CR12","doi-asserted-by":"publisher","first-page":"1","DOI":"10.1147\/sj.463.0531","volume":"46","author":"H Ludwig","year":"2007","unstructured":"Ludwig, H., et al.: Catalog-based service request management. IBM Syst. J. 46(3), 1\u201318 (2007)","journal-title":"IBM Syst. J."},{"key":"12_CR13","doi-asserted-by":"publisher","first-page":"18","DOI":"10.1007\/s11747-007-0058-9","volume":"36","author":"P Maglio","year":"2007","unstructured":"Maglio, P., Spohrer, J.: Fundamentals of service science. J. Acad. Mark. Sci. 36, 18\u201320 (2007)","journal-title":"J. Acad. Mark. Sci."},{"issue":"1","key":"12_CR14","doi-asserted-by":"publisher","first-page":"5","DOI":"10.1007\/s12599-010-0141-5","volume":"3","author":"M Marrone","year":"2011","unstructured":"Marrone, M., Kolbe, L.: Impact of IT service management frameworks on the IT organization: an empirical study on benefits, challenges, and processes. Bus. Inf. Syst. Eng. J. 3(1), 5\u201318 (2011)","journal-title":"Bus. Inf. Syst. Eng. J."},{"key":"12_CR15","doi-asserted-by":"crossref","unstructured":"Roedder, N., Dauer, D., Laubis, K., Karaenke, P., Weinhardt, C.: The digital transformation and smart data analytics: an overview of enabling developments and application areas. In: 2016 IEEE International Conference on Big Data (Big Data), pp. 2795\u20132802 (2016)","DOI":"10.1109\/BigData.2016.7840927"},{"key":"12_CR16","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":"12_CR17","doi-asserted-by":"crossref","unstructured":"Shah, P., Patil, A., Ingleshwar, S.: IoT based smart water tank with android application. In: 2017 International Conference on I-SMAC (IoT in Social, Mobile, Analytics and Cloud) (I-SMAC), pp. 600\u2013603 (2017)","DOI":"10.1109\/I-SMAC.2017.8058250"},{"key":"12_CR18","unstructured":"Shrestha, A., Cater-Steel, A., Tan, W.G., Toleman, M.: A model to select processes for IT service management improvement. In: Proceedings of the 23rd Australasian Conference on Information Systems. Deakin University (2012)"},{"key":"12_CR19","unstructured":"Software Engineering Institute: Capability Maturity Model Integration for Services v1.3. Carnegie Mellon University (2010)"},{"key":"12_CR20","doi-asserted-by":"crossref","unstructured":"Spohrer, J., Vargo, S., Caswell, N., Maglio, P.: The service system is the basic abstraction of service science. In: Proceedings of the 41st Annual Hawaii International Conference on System Sciences (HICSS 2008). IEEE Press, NY (2008)","DOI":"10.1109\/HICSS.2008.451"},{"key":"12_CR21","doi-asserted-by":"crossref","unstructured":"Wang, Y., Song, J., Liu, X., Jiang, S., Liu, Y.: Plantation monitoring system based on internet of things. In: 2013 IEEE International Conference on Green Computing and Communications and IEEE Internet of Things and IEEE Cyber, Physical and Social Computing, pp. 366\u2013369 (2013)","DOI":"10.1109\/GreenCom-iThings-CPSCom.2013.80"},{"key":"12_CR22","doi-asserted-by":"publisher","unstructured":"Zhang, L.J., Zhang, J., Cai, H.: Services Computing. Tsinghua University Press, Beijing. Springer, Heidelberg (2007). https:\/\/doi.org\/10.1007\/978-3-540-38284-3","DOI":"10.1007\/978-3-540-38284-3"},{"key":"12_CR23","doi-asserted-by":"crossref","unstructured":"Zhou, C., Jiang, P.: A design of high-level water tank monitoring system based on internet of things. In: 2020 7th International Forum on Electrical Engineering and Automation (IFEEA), pp. 769\u2013774 (2020)","DOI":"10.1109\/IFEEA51475.2020.00163"}],"container-title":["Communications in Computer and Information Science","Quality of Information and Communications Technology"],"original-title":[],"language":"en","link":[{"URL":"https:\/\/link.springer.com\/content\/pdf\/10.1007\/978-3-031-14179-9_12","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2022,9,4]],"date-time":"2022-09-04T23:18:53Z","timestamp":1662333533000},"score":1,"resource":{"primary":{"URL":"https:\/\/link.springer.com\/10.1007\/978-3-031-14179-9_12"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2022]]},"ISBN":["9783031141782","9783031141799"],"references-count":23,"URL":"https:\/\/doi.org\/10.1007\/978-3-031-14179-9_12","relation":{},"ISSN":["1865-0929","1865-0937"],"issn-type":[{"type":"print","value":"1865-0929"},{"type":"electronic","value":"1865-0937"}],"subject":[],"published":{"date-parts":[[2022]]},"assertion":[{"value":"5 September 2022","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":"Talavera de la Reina","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":"2022","order":5,"name":"conference_year","label":"Conference Year","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"12 September 2022","order":7,"name":"conference_start_date","label":"Conference Start Date","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"14 September 2022","order":8,"name":"conference_end_date","label":"Conference End Date","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"15","order":9,"name":"conference_number","label":"Conference Number","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"quatic2022","order":10,"name":"conference_id","label":"Conference ID","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"https:\/\/www.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":"54","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":"18","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":"3","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":"33% - 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":"3","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":"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)"}}]}}