{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,3,15]],"date-time":"2026-03-15T02:31:43Z","timestamp":1773541903466,"version":"3.50.1"},"publisher-location":"Berlin, Heidelberg","reference-count":25,"publisher":"Springer Berlin Heidelberg","isbn-type":[{"value":"9783540734598","type":"print"},{"value":"9783540734604","type":"electronic"}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":[],"DOI":"10.1007\/978-3-540-73460-4_33","type":"book-chapter","created":{"date-parts":[[2007,8,18]],"date-time":"2007-08-18T13:11:24Z","timestamp":1187442684000},"page":"389-401","source":"Crossref","is-referenced-by-count":5,"title":["Improving the Problem Management Process from Knowledge Management Perspective"],"prefix":"10.1007","author":[{"given":"Marko","family":"J\u00e4ntti","sequence":"first","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Aki","family":"Miettinen","sequence":"additional","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Niko","family":"Pylkk\u00e4nen","sequence":"additional","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Tommi","family":"Kainulainen","sequence":"additional","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]}],"member":"297","reference":[{"key":"33_CR1","unstructured":"ISO\/IEC 12207: Information Technology Software Life-Cycle Processes. ISO\/IEC Copyright Office (1995)"},{"key":"33_CR2","unstructured":"ISO\/IEC 20000:2005: Information Technology - Service Management. ISO\/IEC Copyright Office (2005)"},{"key":"33_CR3","unstructured":"Office of Government Commerce: ITIL Service Delivery. The Stationary Office, UK (2002)"},{"key":"33_CR4","unstructured":"Hochstein, A., Tamm, G., Brenner, W.: Service-oriented it management: Benefit, cost and success factors. In: Proceedings of the Thirteenth European Conference on Information Systems, Regensburg, Germany, University of Regensburg (2005)"},{"key":"33_CR5","unstructured":"COBIT 4.0: Control Objectives for Information and related Technology: COBIT 4.0. IT Governance Institute (2005)"},{"key":"33_CR6","unstructured":"Quality Assurance Institute: A software defect management process. Research Report number, vol. 8 (1995)"},{"key":"33_CR7","doi-asserted-by":"crossref","unstructured":"Florac, W.: Software quality measurement a framework for counting problems and defects. Technical Report CMU\/SEI-92-TR-22 (1992)","DOI":"10.21236\/ADA258556"},{"issue":"1","key":"33_CR8","doi-asserted-by":"publisher","first-page":"4","DOI":"10.1147\/sj.291.0004","volume":"29","author":"R.G. Mays","year":"1990","unstructured":"Mays, R.G., Jones, C.L., Holloway, G.J., Studinski, D.P.: Experiences with defect prevention. IBM Syst. J.\u00a029(1), 4\u201332 (1990)","journal-title":"IBM Syst. J."},{"key":"33_CR9","doi-asserted-by":"publisher","first-page":"428","DOI":"10.1145\/337180.337232","volume-title":"ICSE 2000","author":"M. Leszak","year":"2000","unstructured":"Leszak, M., Perry, D.E., Stoll, D.: A case study in root cause defect analysis. In: ICSE 2000. Proceedings of the 22nd international conference on Software engineering, New York, NY, USA, pp. 428\u2013437. ACM Press, New York (2000)"},{"key":"33_CR10","unstructured":"Hirmanpour, I., Schofield, J.: Defect management through the personal software process. Crosstalk. The Journal of Defense Software Engineering (2003)"},{"issue":"1","key":"33_CR11","doi-asserted-by":"publisher","first-page":"13","DOI":"10.1016\/S0164-1212(02)00025-0","volume":"65","author":"S. Biffl","year":"2003","unstructured":"Biffl, S.: Evaluating defect estimation models with major defects. J. Syst. Softw.\u00a065(1), 13\u201329 (2003)","journal-title":"J. Syst. Softw."},{"key":"33_CR12","volume-title":"CMM in Practice, Processes for Executing Software Projects at Infosys","author":"P. Jalote","year":"2000","unstructured":"Jalote, P.: CMM in Practice, Processes for Executing Software Projects at Infosys. Addison-Wesley, London (2000)"},{"issue":"3","key":"33_CR13","doi-asserted-by":"publisher","first-page":"213","DOI":"10.2307\/4132331","volume":"26","author":"U. Schultze","year":"2002","unstructured":"Schultze, U., Leidner, D.: Studying knowledge management in information systems research: discourses and theoretical assumptions. MIS Quarterly\u00a026(3), 213\u2013242 (2002)","journal-title":"MIS Quarterly"},{"key":"33_CR14","unstructured":"CEN Workshop Agreement CWA 14924-1: European Guide to Good Practice in Knowledge Management, Part 1. European Committee for Standardization (2004)"},{"key":"33_CR15","doi-asserted-by":"crossref","unstructured":"Bomarius, F., Feldmann, R.: Get your experience factory ready for the next decade: Ten years after how to build and run one. Profes 2006 Tutorial, Amsterdam, Netherlands (2006)","DOI":"10.1007\/11767718_48"},{"key":"33_CR16","unstructured":"Chapman, P., Clinton, J., Kerber, R., Khabaza, T., Reinartz, T., Shearer, C., Wirth, R.: CRISP-DM 1.0: Step-by-step data mining guide. CRISP-DM consortium (2000)"},{"issue":"9","key":"33_CR17","doi-asserted-by":"publisher","first-page":"783","DOI":"10.1108\/02621710010378228","volume":"19","author":"C. Lee","year":"2000","unstructured":"Lee, C., Yang, J.: Knowledge value chain. Journal of Management Development\u00a019(9), 783\u2013794 (2000)","journal-title":"Journal of Management Development"},{"issue":"3","key":"33_CR18","doi-asserted-by":"publisher","first-page":"197","DOI":"10.1002\/smr.252","volume":"14","author":"M. Kajko-Mattsson","year":"2002","unstructured":"Kajko-Mattsson, M.: Problem management maturity within corrective maintenance. Journal of Software Maintenance\u00a014(3), 197\u2013227 (2002)","journal-title":"Journal of Software Maintenance"},{"key":"33_CR19","first-page":"610","volume-title":"ICSE 2001","author":"M. Kajko-Mattsson","year":"2001","unstructured":"Kajko-Mattsson, M., Forssander, S., Olsson, U.: Corrective maintenance maturity model (cm3): maintainer\u2019s education and training. In: ICSE 2001. Proceedings of the 23rd International Conference on Software Engineering, Washington, DC, USA, pp. 610\u2013619. IEEE Computer Society, Los Alamitos (2001)"},{"key":"33_CR20","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":"33_CR21","doi-asserted-by":"publisher","first-page":"532","DOI":"10.2307\/258557","volume":"14","author":"K. Eisenhardt","year":"1989","unstructured":"Eisenhardt, K.: Building theories from case study research. Academy of Management Review\u00a014, 532\u2013550 (1989)","journal-title":"Academy of Management Review"},{"key":"33_CR22","unstructured":"Kokkoniemi, J.: Experiences from generating checklists. In: Boumedine, M., Touzet, C. (eds.) Proceedings of the Fourth IASTED International Conference on Knowledge Sharing and Collaborative Engineering, St. Thomas, US Virgin Islands, IASTED, ACTA Press, pp. 51\u201362 (2006)"},{"issue":"1","key":"33_CR23","doi-asserted-by":"publisher","first-page":"7","DOI":"10.1108\/13673270510582938","volume":"9","author":"Y. Malhotra","year":"2005","unstructured":"Malhotra, Y.: Integrating knowledge management technologies in organizational business processes: getting real time enterprises to deliver real business performance. Journal of Knowledge Management\u00a09(1), 7\u201328 (2005)","journal-title":"Journal of Knowledge Management"},{"issue":"1","key":"33_CR24","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. Journal of Knowledge Management\u00a09(1), 126\u2013145 (2005)","journal-title":"Journal of Knowledge Management"},{"issue":"4","key":"33_CR25","doi-asserted-by":"publisher","first-page":"457","DOI":"10.1016\/S0957-4174(02)00193-8","volume":"24","author":"C. Cheung","year":"2003","unstructured":"Cheung, C., Lee, W., Wang, W., Chu, K., To, S.: A multi-perspective knowledge-based system for customer service management. Expert Systems with Applications\u00a024(4), 457\u2013470 (2003)","journal-title":"Expert Systems with Applications"}],"container-title":["Lecture Notes in Computer Science","Product-Focused Software Process Improvement"],"original-title":[],"language":"en","link":[{"URL":"http:\/\/link.springer.com\/content\/pdf\/10.1007\/978-3-540-73460-4_33.pdf","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2021,4,27]],"date-time":"2021-04-27T10:13:01Z","timestamp":1619518381000},"score":1,"resource":{"primary":{"URL":"http:\/\/link.springer.com\/10.1007\/978-3-540-73460-4_33"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[null]]},"ISBN":["9783540734598","9783540734604"],"references-count":25,"URL":"https:\/\/doi.org\/10.1007\/978-3-540-73460-4_33","relation":{},"ISSN":["0302-9743","1611-3349"],"issn-type":[{"value":"0302-9743","type":"print"},{"value":"1611-3349","type":"electronic"}],"subject":[]}}