{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2024,10,30]],"date-time":"2024-10-30T04:32:21Z","timestamp":1730262741372,"version":"3.28.0"},"reference-count":24,"publisher":"IEEE","license":[{"start":{"date-parts":[[2020,12,14]],"date-time":"2020-12-14T00:00:00Z","timestamp":1607904000000},"content-version":"stm-asf","delay-in-days":0,"URL":"https:\/\/doi.org\/10.15223\/policy-029"},{"start":{"date-parts":[[2020,12,14]],"date-time":"2020-12-14T00:00:00Z","timestamp":1607904000000},"content-version":"stm-asf","delay-in-days":0,"URL":"https:\/\/doi.org\/10.15223\/policy-037"}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":[],"published-print":{"date-parts":[[2020,12,14]]},"DOI":"10.1109\/ieem45057.2020.9309796","type":"proceedings-article","created":{"date-parts":[[2021,1,13]],"date-time":"2021-01-13T20:57:31Z","timestamp":1610571451000},"page":"265-269","source":"Crossref","is-referenced-by-count":2,"title":["Measuring Information Technology Service Levels: a Literature Review"],"prefix":"10.1109","author":[{"given":"F.","family":"Schorr","sequence":"first","affiliation":[{"name":"Technical University of Denmark,Department of Management,Kgs. Lyngby,Denmark"}]},{"given":"L.","family":"Hvam","sequence":"additional","affiliation":[{"name":"Technical University of Denmark,Department of Management,Kgs. Lyngby,Denmark"}]}],"member":"263","reference":[{"key":"ref10","doi-asserted-by":"publisher","DOI":"10.1109\/ICCSIT.2010.5563930"},{"key":"ref11","doi-asserted-by":"publisher","DOI":"10.1111\/1467-8551.00375"},{"key":"ref12","doi-asserted-by":"publisher","DOI":"10.4324\/9781315671420"},{"key":"ref13","doi-asserted-by":"publisher","DOI":"10.1109\/DEXA.2012.50"},{"key":"ref14","doi-asserted-by":"publisher","DOI":"10.1109\/GLOCOM.1999.832515"},{"key":"ref15","first-page":"1","article-title":"Application Response Time SLA&#x2019;s: Lessons Learned by a Major Outsourcer","author":"trammell","year":"2006","journal-title":"IEEE\/IFIP Network Operations Management Symposium 2006"},{"key":"ref16","doi-asserted-by":"publisher","DOI":"10.1109\/CNSM.2010.5691216"},{"key":"ref17","first-page":"451","article-title":"Adaptive Service Level Management","author":"hsueh","year":"2008","journal-title":"11th IEEE International Enterprise Distributed Object Computing Conference Adaptive"},{"key":"ref18","doi-asserted-by":"publisher","DOI":"10.1109\/SRII.2011.83"},{"key":"ref19","doi-asserted-by":"publisher","DOI":"10.1109\/AICT-ICIW.2006.27"},{"key":"ref4","first-page":"1230","article-title":"Mapping distributed application SLA to network QoS parameters","author":"liu","year":"2003","journal-title":"10th International Conference on Telecommunications"},{"key":"ref3","doi-asserted-by":"publisher","DOI":"10.1147\/sj.431.0159"},{"journal-title":"An Introductory Overview of ITIL V3","year":"2007","author":"cartlidge","key":"ref6"},{"key":"ref5","doi-asserted-by":"publisher","DOI":"10.1109\/ICSAI.2012.6223574"},{"key":"ref8","doi-asserted-by":"publisher","DOI":"10.1007\/s11460-010-0003-4"},{"key":"ref7","first-page":"604","article-title":"IT Service Quality Management Based on Fuzzy Logic","author":"rolik","year":"2019","journal-title":"2018 International Scientific-Practical Conference on Problems of Infocommunications Science and Technology"},{"key":"ref2","doi-asserted-by":"publisher","DOI":"10.5381\/jot.2007.6.11.a2"},{"journal-title":"COBIT 5 A Business Framework for the Governance and Management of Enterprise IT","year":"2012","key":"ref1"},{"key":"ref9","article-title":"Research in Information Technology Service Management (ITSM): Theoretical Foundation and Research Topic Perspectives","author":"shahsavarani","year":"2011","journal-title":"International Conference on Information Resources Management"},{"key":"ref20","doi-asserted-by":"publisher","DOI":"10.1109\/SCC.2010.88"},{"key":"ref22","first-page":"2828","article-title":"Optimal information technology service pricing and capacity decision under service-level agreement: a parametric analysis","author":"zou","year":"2013","journal-title":"International Conference on Information Systems"},{"key":"ref21","first-page":"191","article-title":"Analysis of the relation between service parameters for service level management and system utilization","author":"akatsu","year":"2003","journal-title":"ICEIS 2003 - Proceedings of the 5th International Conference on Enterprise Information Systems"},{"key":"ref24","doi-asserted-by":"crossref","first-page":"24","DOI":"10.1109\/EMR.2004.25006","article-title":"it doesn't matter","volume":"32","author":"carr","year":"2003","journal-title":"IEEE Engineering Management Review"},{"key":"ref23","first-page":"1036","article-title":"Toward Successful Deployment of IT Service Management in the Distributed Enterprise","author":"mcbride","year":"1995","journal-title":"Int CMG Conference"}],"event":{"name":"2020 IEEE International Conference on Industrial Engineering and Engineering Management (IEEM)","start":{"date-parts":[[2020,12,14]]},"location":"Singapore, Singapore","end":{"date-parts":[[2020,12,17]]}},"container-title":["2020 IEEE International Conference on Industrial Engineering and Engineering Management (IEEM)"],"original-title":[],"link":[{"URL":"http:\/\/xplorestaging.ieee.org\/ielx7\/9309717\/9309664\/09309796.pdf?arnumber=9309796","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2022,8,2]],"date-time":"2022-08-02T23:35:28Z","timestamp":1659483328000},"score":1,"resource":{"primary":{"URL":"https:\/\/ieeexplore.ieee.org\/document\/9309796\/"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2020,12,14]]},"references-count":24,"URL":"https:\/\/doi.org\/10.1109\/ieem45057.2020.9309796","relation":{},"subject":[],"published":{"date-parts":[[2020,12,14]]}}}