{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2024,9,6]],"date-time":"2024-09-06T03:31:58Z","timestamp":1725593518063},"publisher-location":"Berlin, Heidelberg","reference-count":27,"publisher":"Springer Berlin Heidelberg","isbn-type":[{"type":"print","value":"9783642222054"},{"type":"electronic","value":"9783642222061"}],"license":[{"start":{"date-parts":[[2011,1,1]],"date-time":"2011-01-01T00:00:00Z","timestamp":1293840000000},"content-version":"unspecified","delay-in-days":0,"URL":"http:\/\/www.springer.com\/tdm"}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":[],"published-print":{"date-parts":[[2011]]},"DOI":"10.1007\/978-3-642-22206-1_4","type":"book-chapter","created":{"date-parts":[[2011,6,25]],"date-time":"2011-06-25T15:36:59Z","timestamp":1309016219000},"page":"37-48","source":"Crossref","is-referenced-by-count":1,"title":["Improving the Deployment of IT Service Management Processes: A Case Study"],"prefix":"10.1007","author":[{"given":"Marko","family":"J\u00e4ntti","sequence":"first","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Julia","family":"J\u00e4rvinen","sequence":"additional","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]}],"member":"297","reference":[{"key":"4_CR1","unstructured":"Office of Government Commerce: ITIL Service Strategy. The Stationary Office, UK (2007)"},{"key":"4_CR2","unstructured":"OGC: ITIL Service Design. The Stationary Office, UK (2007)"},{"key":"4_CR3","unstructured":"Office of Government Commerce: ITIL Service Transition. The Stationary Office, UK (2007)"},{"key":"4_CR4","unstructured":"Office of Government Commerce: ITIL Service Operation. The Stationary Office, UK (2007)"},{"key":"4_CR5","unstructured":"Office of Government Commerce: ITIL Continual Service Improvement. The Stationary Office, UK (2007)"},{"key":"4_CR6","unstructured":"Geralds, J.: Software bugs cost billions. IT Week (2002), \n                    \n                      http:\/\/www.v3.co.uk\/v3-uk\/news\/1973196\/software-bugs-cost-billions\n                    \n                    \n                   (last access: April 21, 2011)"},{"key":"4_CR7","unstructured":"ISO\/IEC: ISO\/IEC FDIS 20000:1. ISO\/IEC JTC 1 Secretariat: ANSI (2010)"},{"key":"4_CR8","unstructured":"ISO\/IEC 20000: IT Service Management, Part 1: Specification for service management. ISO\/IEC JTC1\/SC7 Secretariat (2005)"},{"key":"4_CR9","unstructured":"ISO\/IEC 20000: IT Service Management, Part 2: Code of practice for service management. ISO\/IEC JTC1\/SC7 Secretariat (2005)"},{"key":"4_CR10","unstructured":"ISO\/IEC: ISO\/IEC TR 20000-3 Information Technology - Service Management - Guidance on scope definition and applicability of ISO\/IEC 20000-1. ISO\/IEC JTC1\/SC7 Secretariat (2010)"},{"key":"4_CR11","unstructured":"COBIT 4.1: Control Objectives for Information and related Technology: COBIT 4.1. IT Governance Institute (2007)"},{"key":"4_CR12","series-title":"Lecture Notes in Computer Science","doi-asserted-by":"publisher","first-page":"330","DOI":"10.1007\/978-3-540-69566-0_27","volume-title":"Product-Focused Software Process Improvement","author":"J. Caldeira","year":"2008","unstructured":"Caldeira, J., Brito e Abreu, F.: Influential factors on incident management: Lessons learned from a large sample of products in operation. In: Jedlitschka, A., Salo, O. (eds.) PROFES 2008. LNCS, vol.\u00a05089, pp. 330\u2013344. Springer, Heidelberg (2008)"},{"key":"4_CR13","volume-title":"Proceedings of the Fourth International Conference on Systems (ICONS 2009)","author":"M. J\u00e4ntti","year":"2009","unstructured":"J\u00e4ntti, M.: Defining requirements for an incident management system: A case study. In: Proceedings of the Fourth International Conference on Systems (ICONS 2009). IEEE Computer Society, Los Alamitos (2009)"},{"key":"4_CR14","unstructured":"OGC: ITIL Service Support. The Stationary Office, UK (2002)"},{"key":"4_CR15","doi-asserted-by":"publisher","first-page":"187","DOI":"10.1145\/1099203.1099238","volume-title":"GROUP 2005: Proceedings of the 2005 International ACM SIGGROUP Conference on Supporting Group Work","author":"R.J. Sandusky","year":"2005","unstructured":"Sandusky, R.J., Gasser, L.: Negotiation and the coordination of information and activity in distributed software problem management. In: GROUP 2005: Proceedings of the 2005 International ACM SIGGROUP Conference on Supporting Group Work, pp. 187\u2013196. ACM Press, New York (2005)"},{"key":"4_CR16","doi-asserted-by":"publisher","first-page":"486","DOI":"10.1109\/ICSM.2002.1167809","volume-title":"ICSM 2002: Proceedings of the International Conference on Software Maintenance (ICSM 2002)","author":"M. Kajko-Mattsson","year":"2002","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, USA (2002)"},{"key":"4_CR17","doi-asserted-by":"publisher","first-page":"459","DOI":"10.1147\/sj.463.0459","volume":"46","author":"C. Ward","year":"2006","unstructured":"Ward, C., Aggarwal, V., Buco, M., Olsson, E., Weinberger, S.: Integrated change and configuration management. IBM Syst. J.\u00a046, 459\u2013478 (2006)","journal-title":"IBM Syst. J."},{"key":"4_CR18","first-page":"44","volume-title":"Proceedings of the International Workshop on Software Product Management","author":"S. Jansen","year":"2006","unstructured":"Jansen, S., Brinkkemper, S.: Ten misconceptions about product software release management explained using update cost\/value functions. In: Proceedings of the International Workshop on Software Product Management, pp. 44\u201350. IEEE Computer Society, Washington, DC, USA (2006)"},{"key":"4_CR19","first-page":"13","volume":"9","author":"M. Kajko-Mattsson","year":"2005","unstructured":"Kajko-Mattsson, M., Yulong, F.: Outlining a model of a release management process. J. Integr. Des. Process Sci.\u00a09, 13\u201325 (2005)","journal-title":"J. Integr. Des. Process Sci."},{"key":"4_CR20","doi-asserted-by":"crossref","unstructured":"Sihvonen, H.M., Jantti, M.: Improving release and patch management processes: An empirical case study on process challenges. In: Proceedings of the International Conference on Software Engineering Advances (ICSEA 2009), pp. 232\u2013237 (2010)","DOI":"10.1109\/ICSEA.2010.42"},{"key":"4_CR21","unstructured":"Tan, W.G., Cater-Steel, A., Toleman, M.: Implementing it service management: A case study focussing on critical success factors. Journal of Computer Information Systems\u00a050(2) (2009)"},{"issue":"2","key":"4_CR22","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. Information Systems Management\u00a026(2), 164\u2013175 (2009)","journal-title":"Information Systems Management"},{"key":"4_CR23","doi-asserted-by":"crossref","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. Academy of Management Review\u00a014, 532\u2013550 (1989)","journal-title":"Academy of Management Review"},{"key":"4_CR24","volume-title":"Leading Change","author":"J. Kotter","year":"1996","unstructured":"Kotter, J.: Leading Change. Harvard Business School Press, Boston (1996)"},{"key":"4_CR25","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":"4_CR26","unstructured":"Office of Government Commerce: Planning to Implement Service Management. The Stationary Office, UK (2002)"},{"key":"4_CR27","unstructured":"J\u00e4rvinen, J.: Challenges and methods in the deployment of it service management processes: Case kys tekplus. Master\u2019s thesis, University of Eastern Finland, School of Computing (2011)"}],"container-title":["Communications in Computer and Information Science","Systems, Software and Service Process Improvement"],"original-title":[],"link":[{"URL":"http:\/\/link.springer.com\/content\/pdf\/10.1007\/978-3-642-22206-1_4","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2019,3,29]],"date-time":"2019-03-29T09:29:54Z","timestamp":1553851794000},"score":1,"resource":{"primary":{"URL":"http:\/\/link.springer.com\/10.1007\/978-3-642-22206-1_4"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2011]]},"ISBN":["9783642222054","9783642222061"],"references-count":27,"URL":"https:\/\/doi.org\/10.1007\/978-3-642-22206-1_4","relation":{},"ISSN":["1865-0929","1865-0937"],"issn-type":[{"type":"print","value":"1865-0929"},{"type":"electronic","value":"1865-0937"}],"subject":[],"published":{"date-parts":[[2011]]}}}