{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2025,3,19]],"date-time":"2025-03-19T13:55:51Z","timestamp":1742392551488},"publisher-location":"Berlin, Heidelberg","reference-count":16,"publisher":"Springer Berlin Heidelberg","isbn-type":[{"type":"print","value":"9783642230585"},{"type":"electronic","value":"9783642230592"}],"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\/978-3-642-23059-2_7","type":"book-chapter","created":{"date-parts":[[2011,8,30]],"date-time":"2011-08-30T09:57:42Z","timestamp":1314698262000},"page":"50-61","source":"Crossref","is-referenced-by-count":13,"title":["Next Best Step and Expert Recommendation for Collaborative Processes in IT Service Management"],"prefix":"10.1007","author":[{"given":"Hamid Reza","family":"Motahari-Nezhad","sequence":"first","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Claudio","family":"Bartolini","sequence":"additional","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]}],"member":"297","reference":[{"unstructured":"Motahari-Nezhad, H.R., Bartolini, C., Graupner, S., Singhal, S., Spence, S.: IT Support Conversation Manager: A Conversation- Centered Approach and Tool for Managing Best Practice IT Processes. In: The Proc. of 14th IEEE EDOC (EDOC 2010) (October 25-29, 2010)","key":"7_CR1"},{"doi-asserted-by":"crossref","unstructured":"Motahari-Nezhad, H.R., Saint-Paul, R., Benatallah, B., Casati, F.: Protocol Discovery from Imperfect Service Interaction Logs. In: ICDE 2007, pp. 1405\u20131409 (2007)","key":"7_CR2","DOI":"10.1109\/ICDE.2007.369022"},{"issue":"2","key":"7_CR3","doi-asserted-by":"publisher","first-page":"237","DOI":"10.1016\/S0169-023X(03)00066-1","volume":"47","author":"W.M.P. Aalst Van der","year":"2003","unstructured":"Van der Aalst, W.M.P., Van Dongen, B.F., Herbst, J., Maruster, L., Schimm, G., Weijters, A.J.: Workflow mining: a survey of issues and approaches. Data Knowl. Eng.\u00a047(2), 237\u2013267 (2003)","journal-title":"Data Knowl. Eng."},{"key":"7_CR4","series-title":"Lecture Notes in Computer Science","doi-asserted-by":"publisher","first-page":"51","DOI":"10.1007\/978-3-540-85758-7_7","volume-title":"Business Process Management","author":"H. Schonenberg","year":"2008","unstructured":"Schonenberg, H., Weber, B., van Dongen, B.F., van der Aalst, W.: Supporting Flexible Processes through Recommendations Based on History. In: Dumas, M., Reichert, M., Shan, M.-C. (eds.) BPM 2008. LNCS, vol.\u00a05240, pp. 51\u201366. Springer, Heidelberg (2008)"},{"key":"7_CR5","series-title":"Lecture Notes in Computer Science","doi-asserted-by":"publisher","first-page":"327","DOI":"10.1007\/978-3-642-15618-2_23","volume-title":"Business Process Management","author":"C. Dorn","year":"2010","unstructured":"Dorn, C., Burkhart, T., Werth, D., Dustdar, S.: Self-adjusting recommendations for people-driven ad-hoc processes. In: Hull, R., Mendling, J., Tai, S. (eds.) BPM 2010. LNCS, vol.\u00a06336, pp. 327\u2013342. Springer, Heidelberg (2010)"},{"doi-asserted-by":"crossref","unstructured":"Shao, Q., Chen, Y., Tao, S., Yan, X., Anerousis, N.: Efficient ticket routing by resolution sequence mining. In: KDD 2008, pp. 605\u2013613 (2008)","key":"7_CR6","DOI":"10.1145\/1401890.1401964"},{"doi-asserted-by":"crossref","unstructured":"Miao, G., Moser, L., Yan, X., Tao, S., Chen, Y., Anerousis, N.: Generative Models for Ticket Resolution in Expert Networks. In: Proceedings KDD 2010 (2010)","key":"7_CR7","DOI":"10.1145\/1835804.1835897"},{"key":"7_CR8","series-title":"Lecture Notes in Computer Science","doi-asserted-by":"publisher","first-page":"243","DOI":"10.1007\/978-3-642-15618-2_18","volume-title":"Business Process Management","author":"P. Sun","year":"2010","unstructured":"Sun, P., Tao, S., Yan, X., Anerousis, N., Chen, Y.: Content-Aware Resolution Sequence Mining for Ticket Routing. In: Hull, R., Mendling, J., Tai, S. (eds.) BPM 2010. LNCS, vol.\u00a06336, pp. 243\u2013259. Springer, Heidelberg (2010)"},{"doi-asserted-by":"crossref","unstructured":"Kang, Y.-B., Zaslavsky, A.B., Krishnaswamy, S., Bartolini, C.: A knowledge-rich similarity measure for improving IT incident resolution process. In: SAC 2010, pp. 1781\u20131788 (2010)","key":"7_CR9","DOI":"10.1145\/1774088.1774466"},{"issue":"1","key":"7_CR10","doi-asserted-by":"publisher","first-page":"115","DOI":"10.1142\/S0218843009001999","volume":"18","author":"B. Weber","year":"2009","unstructured":"Weber, B., Reichert, M., Rinderle-Ma, S., Wild, W.: Providing Integrated Life Cycle Support in Process-Aware Information Systems. Int. J. Cooperative Inf. Syst.\u00a018(1), 115\u2013165 (2009)","journal-title":"Int. J. Cooperative Inf. Syst."},{"issue":"7","key":"7_CR11","doi-asserted-by":"publisher","first-page":"642","DOI":"10.1016\/j.datak.2009.02.009","volume":"68","author":"R. Lu","year":"2009","unstructured":"Lu, R., Sadiq, S.W., Governatori, G.: On managing business processes variants. Data Knowl. Eng.\u00a068(7), 642\u2013664 (2009)","journal-title":"Data Knowl. Eng."},{"issue":"1","key":"7_CR12","doi-asserted-by":"publisher","first-page":"87","DOI":"10.1016\/j.datak.2004.01.005","volume":"50","author":"T. Madhusudan","year":"2004","unstructured":"Madhusudan, T., Leon Zhao, J., Marshall, B.: A Case-based Reasoning Framework for Workflow Model Management. Data and Knowledge Engineering: Special Issue on Business Process Management\u00a050(1), 87\u2013115 (2004)","journal-title":"Data and Knowledge Engineering: Special Issue on Business Process Management"},{"issue":"1","key":"7_CR13","doi-asserted-by":"publisher","first-page":"31","DOI":"10.1145\/375360.375365","volume":"33","author":"G. Navarro","year":"2001","unstructured":"Navarro, G.: A guided tour to approximate string matching. ACM Computing Surveys\u00a033(1), 31\u201388 (2001)","journal-title":"ACM Computing Surveys"},{"unstructured":"HP BTO Software, HP Service Manager, http:\/\/www.managementsoftware.hp.com","key":"7_CR14"},{"doi-asserted-by":"crossref","unstructured":"Lakshmanan, G.T., Duan, S., Keyser, P.T., Curbera, F., Khalaf, R.: A Heuristic Approach for Making Predictions for Semi-Structured Case Oriented Business Processes. Business Process Management Workshops, pp.640\u2013651 (2010)","key":"7_CR15","DOI":"10.1007\/978-3-642-20511-8_59"},{"key":"7_CR16","series-title":"Lecture Notes in Computer Science","doi-asserted-by":"publisher","first-page":"420","DOI":"10.1007\/11841760_33","volume-title":"Business Process Management","author":"A. Rozinat","year":"2006","unstructured":"Rozinat, A., van der Aalst, W.M.P.: Decision Mining in ProM. In: Dustdar, S., Fiadeiro, J.L., Sheth, A.P. (eds.) BPM 2006. LNCS, vol.\u00a04102, pp. 420\u2013425. Springer, Heidelberg (2006)"}],"container-title":["Lecture Notes in Computer Science","Business Process Management"],"original-title":[],"link":[{"URL":"http:\/\/link.springer.com\/content\/pdf\/10.1007\/978-3-642-23059-2_7","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2019,6,14]],"date-time":"2019-06-14T12:10:31Z","timestamp":1560514231000},"score":1,"resource":{"primary":{"URL":"http:\/\/link.springer.com\/10.1007\/978-3-642-23059-2_7"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2011]]},"ISBN":["9783642230585","9783642230592"],"references-count":16,"URL":"https:\/\/doi.org\/10.1007\/978-3-642-23059-2_7","relation":{},"ISSN":["0302-9743","1611-3349"],"issn-type":[{"type":"print","value":"0302-9743"},{"type":"electronic","value":"1611-3349"}],"subject":[],"published":{"date-parts":[[2011]]}}}