{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2025,8,22]],"date-time":"2025-08-22T19:40:01Z","timestamp":1755891601480,"version":"3.44.0"},"publisher-location":"New York, NY, USA","reference-count":15,"publisher":"ACM","license":[{"start":{"date-parts":[[2023,4,27]],"date-time":"2023-04-27T00:00:00Z","timestamp":1682553600000},"content-version":"vor","delay-in-days":0,"URL":"https:\/\/www.acm.org\/publications\/policies\/copyright_policy#Background"}],"content-domain":{"domain":["dl.acm.org"],"crossmark-restriction":true},"short-container-title":[],"published-print":{"date-parts":[[2023,4,27]]},"DOI":"10.1145\/3603955.3603956","type":"proceedings-article","created":{"date-parts":[[2023,8,22]],"date-time":"2023-08-22T15:16:31Z","timestamp":1692717391000},"page":"1-8","update-policy":"https:\/\/doi.org\/10.1145\/crossmark-policy","source":"Crossref","is-referenced-by-count":0,"title":["Responsibility Assignment Matrix in Responding to Critical Outages: A Case Study of IT Incident Management Activity Process Design"],"prefix":"10.1145","author":[{"ORCID":"https:\/\/orcid.org\/0009-0001-4305-731X","authenticated-orcid":false,"given":"Arnold I.","family":"Aguilar","sequence":"first","affiliation":[{"name":"Department of Industrial and Systems Engineering, De La Salle University Manila, Philippines"}],"role":[{"role":"author","vocabulary":"crossref"}]},{"ORCID":"https:\/\/orcid.org\/0000-0001-6039-6180","authenticated-orcid":false,"given":"Richard","family":"Li","sequence":"additional","affiliation":[{"name":"Department of Industrial and Systems Engineering, De La Salle University Manila, Philippines"}],"role":[{"role":"author","vocabulary":"crossref"}]}],"member":"320","published-online":{"date-parts":[[2023,8,22]]},"reference":[{"key":"e_1_3_2_1_1_1","volume-title":"Mixing RASCI Matrices and BPMN","author":"Cristina Cabanillas M. R.-C.","year":"2011","unstructured":"Cristina Cabanillas, M. R.-C. (2011). Mixing RASCI Matrices and BPMN"},{"key":"e_1_3_2_1_2_1","volume-title":"IT Service Management and Incident Management: Literature Review and a Case Study","author":"Eghbal Ghazizadeh M. J.","year":"2019","unstructured":"Eghbal Ghazizadeh, M. J. (2019). IT Service Management and Incident Management: Literature Review and a Case Study."},{"volume-title":"Conference on Information Systems. Perth Western Australia.","author":"Australasian","unstructured":"Australasian Conference on Information Systems. Perth Western Australia.","key":"e_1_3_2_1_3_1"},{"key":"e_1_3_2_1_4_1","volume-title":"Using BPMTo Improve IT Service Management: An Incident Management Case Study","author":"Pereira J. M.","year":"2018","unstructured":"Pereira, J. M. (2018). Using BPMTo Improve IT Service Management: An Incident Management Case Study."},{"key":"e_1_3_2_1_5_1","volume-title":"et. al","author":"Pereira R.","year":"2021","unstructured":"Pereira. R. et. al (2021). Business process management heuristics in IT service management: a case study for incident management"},{"key":"e_1_3_2_1_6_1","volume-title":"International journal of innovation in Enterprise system","author":"Pratami R. D.","year":"2021","unstructured":"Pratami, R. D. (2021). RACI Matrix Design for Managing Stakeholders in Project Case Study of PT. XYZ. International journal of innovation in Enterprise system"},{"key":"e_1_3_2_1_7_1","volume-title":"Sebastopol","author":"\u0160t\u011bp\u00e1n Davidovi\u010d","year":"2021","unstructured":"\u0160t\u011bp\u00e1n Davidovi\u010d. (2021). Incident Metrics in SR: Critically Evaluating. In \u0160. Davidovi\u010d. 1005 Gravenstein Highway North, Sebastopol,"},{"volume-title":"O'Reilly Media","author":"CA","unstructured":"CA: O'Reilly Media, Inc.","key":"e_1_3_2_1_8_1"},{"key":"e_1_3_2_1_9_1","volume-title":"The Secret to Reducing MTTR and Increasing MTBF. Using MTTR to Reduce Downtime","author":"Valin","year":"2020","unstructured":"Valin. (2020). The Secret to Reducing MTTR and Increasing MTBF. Using MTTR to Reduce Downtime."},{"unstructured":"https:\/\/www.valin.com\/resources\/blog\/secretreducing-mttr-and-increasing-mtbf","key":"e_1_3_2_1_10_1"},{"key":"e_1_3_2_1_11_1","volume-title":"Maintenance optimization: Application of remanufacturing and repair. 25th CIRP Life Cycle Engineering (LCE)","author":"Wakiru P. M.","year":"2018","unstructured":"Wakiru, P. M. (2018). Maintenance optimization: Application of remanufacturing and repair. 25th CIRP Life Cycle Engineering (LCE)"},{"volume-title":"Copenhagen","author":"Conference","unstructured":"Conference. Copenhagen, Denmark: Elsevier B.V.","key":"e_1_3_2_1_12_1"},{"key":"e_1_3_2_1_13_1","volume-title":"An Incident Management Model for SaaS Application in the IT Organization. 2009 International Conference on","author":"Wei Guo Y. W.","year":"2009","unstructured":"Wei Guo, Y. W. (2009). An Incident Management Model for SaaS Application in the IT Organization. 2009 International Conference on"},{"unstructured":"Research Challenges in Computer Science.","key":"e_1_3_2_1_14_1"},{"key":"e_1_3_2_1_15_1","volume-title":"Development of the RACI Model for Processes of the Closure","author":"Lee S.-h. L.-t.","year":"2021","unstructured":"Woo-yeon Lee, S.-h. L.-t. (2021). Development of the RACI Model for Processes of the Closure."}],"event":{"acronym":"MSIE 2023","name":"MSIE 2023: 2023 5th International Conference on Management Science and Industrial Engineering","location":"Chiang Mai Thailand"},"container-title":["2023 5th International Conference on Management Science and Industrial Engineering"],"original-title":[],"link":[{"URL":"https:\/\/dl.acm.org\/doi\/10.1145\/3603955.3603956","content-type":"unspecified","content-version":"vor","intended-application":"text-mining"},{"URL":"https:\/\/dl.acm.org\/doi\/pdf\/10.1145\/3603955.3603956","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2025,8,22]],"date-time":"2025-08-22T19:07:14Z","timestamp":1755889634000},"score":1,"resource":{"primary":{"URL":"https:\/\/dl.acm.org\/doi\/10.1145\/3603955.3603956"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2023,4,27]]},"references-count":15,"alternative-id":["10.1145\/3603955.3603956","10.1145\/3603955"],"URL":"https:\/\/doi.org\/10.1145\/3603955.3603956","relation":{},"subject":[],"published":{"date-parts":[[2023,4,27]]},"assertion":[{"value":"2023-08-22","order":3,"name":"published","label":"Published","group":{"name":"publication_history","label":"Publication History"}}]}}