{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,2,21]],"date-time":"2026-02-21T12:12:25Z","timestamp":1771675945126,"version":"3.50.1"},"reference-count":42,"publisher":"Sociedade Brasileira de Computacao - SB","issue":"1","license":[{"start":{"date-parts":[[2014,5,15]],"date-time":"2014-05-15T00:00:00Z","timestamp":1400112000000},"content-version":"tdm","delay-in-days":0,"URL":"http:\/\/creativecommons.org\/licenses\/by\/2.0"}],"content-domain":{"domain":["link.springer.com"],"crossmark-restriction":false},"short-container-title":["J Softw Eng Res Dev"],"published-print":{"date-parts":[[2014,12]]},"DOI":"10.1186\/2195-1721-2-4","type":"journal-article","created":{"date-parts":[[2014,5,15]],"date-time":"2014-05-15T15:05:06Z","timestamp":1400166306000},"update-policy":"https:\/\/doi.org\/10.1007\/springer_crossmark_policy","source":"Crossref","is-referenced-by-count":8,"title":["Improvement of IT service processes: a study of critical success factors"],"prefix":"10.5753","volume":"2","author":[{"given":"Tha\u00edssa","family":"Diirr","sequence":"first","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Gleison","family":"Santos","sequence":"additional","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]}],"member":"3742","published-online":{"date-parts":[[2014,5,15]]},"reference":[{"key":"8_CR1","first-page":"18","volume-title":"Operationalizing the method of Grounded Theory in Researches of Strategy: techniques and analysis procedures with support of ATLAS\/TI software","author":"R Bandeira De Mello","year":"2003","unstructured":"Bandeira De Mello R, Cunha C: Operationalizing the method of Grounded Theory in Researches of Strategy: techniques and analysis procedures with support of ATLAS\/TI software. Curitiba: Paper presented at the 1st Encontro de Estudos em Estrat\u00e9gia; 2003:18\u201320. May 2003. (in Portuguese) May 2003. (in Portuguese)"},{"key":"8_CR2","volume-title":"Encyclopedia of Software Engineering","author":"VR Basili","year":"1994","unstructured":"Basili VR, Caldiera G, Rombach HD: The Experience Factory. In Encyclopedia of Software Engineering. Edited by: Marciniak JJ. New York: John Wiley & Sons; 1994."},{"key":"8_CR3","volume-title":"ITIL - A Pocket Guide - 2011 Edition","author":"J von Bon","year":"2011","unstructured":"von Bon J: ITIL - A Pocket Guide - 2011 Edition. Netherlands: Van Haren Publishing; 2011."},{"key":"8_CR4","doi-asserted-by":"publisher","first-page":"69","DOI":"10.4018\/jisss.2009040105","volume":"1","author":"A Cater-Steel","year":"2009","unstructured":"Cater-Steel A: IT Service Departments Struggle to Adopt a Service-Oriented Philosophy. International Journal of Information Systems in the Service Sector 2009, 1: 69\u201377.","journal-title":"International Journal of Information Systems in the Service Sector"},{"key":"8_CR5","volume-title":"Conflicting views on ITIL implementation: managed as a project \u2013 or business as usual? Paper presented at Information Resources Management Association International Conference","author":"A Cater-Steel","year":"2008","unstructured":"Cater-Steel A, Pollard C: Conflicting views on ITIL implementation: managed as a project \u2013 or business as usual? Paper presented at Information Resources Management Association International Conference. Ontario: IRMA; 2008. May 2008 May 2008"},{"key":"8_CR6","volume-title":"Implementation of IT Infrastructure Library (ITIL) in Australia: Progress and success factors","author":"A Cater-Steell","year":"2005","unstructured":"Cater-Steell A, Tan W-G: Implementation of IT Infrastructure Library (ITIL) in Australia: Progress and success factors. Auckland: Paper presented at IT Governance International Conference; 2005. Nov 2005 Nov 2005"},{"key":"8_CR7","first-page":"6","volume-title":"Transforming IT service management- The ITIL impact","author":"A Cater-Steel","year":"2006","unstructured":"Cater-Steel A, Toleman M, Tan WG Paper presented at the 17th Australasian Conference on Information Systems. In Transforming IT service management- The ITIL impact. Adelaide: ACIS; 2006:6\u20138. Dec 2006 Dec 2006"},{"key":"8_CR8","volume-title":"An introductory overview of ITIL v3","author":"A Cartlidge","year":"2007","unstructured":"Cartlidge A, Hanna A, Rudd C, Macfarlane I, Windebank J, Rance S: An introductory overview of ITIL v3. United Kingdom: IT Service Management Forum; 2007. \n                    http:\/\/itsmfi.org\/files\/itSMF_ITILV3_Intro_Overview.pdf"},{"key":"8_CR9","doi-asserted-by":"publisher","first-page":"772","DOI":"10.1016\/j.jss.2007.07.027","volume":"81","author":"G Coleman","year":"2008","unstructured":"Coleman G, O\u2019Connor R: Investigating software process in practice: A grounded theory perspective. J Syst Software 2008, 81: 772\u2013784. 10.1016\/j.jss.2007.07.027","journal-title":"J Syst Software"},{"key":"8_CR10","first-page":"1","volume-title":"Critical Success Factors for Information Technology Services Processes Improvement: A Systematic Mapping","author":"T Diirr","year":"2013","unstructured":"Diirr T, Santos G: Critical Success Factors for Information Technology Services Processes Improvement: A Systematic Mapping. Salvador: Paper presented at the 12th Simp\u00f3sio Brasileiro de Qualidade de Software \u2013 SBQS; 2013:1\u20135. Jul 2013. (in Portuguese) Jul 2013. (in Portuguese)"},{"key":"8_CR11","first-page":"28","volume-title":"Pathology of organizations currently implementing ITIL in developing countries. In: Proceedings of the 2nd International Conference on Computer and Electrical Engineering","author":"S Ghayekhloo","year":"2009","unstructured":"Ghayekhloo S, Sedighi M, Nassiri R, Latif SG, Tirkolaei HK: Pathology of organizations currently implementing ITIL in developing countries. In: Proceedings of the 2nd International Conference on Computer and Electrical Engineering. Dubai: ICCEE; 2009:28\u201330. Dec 2009 Dec 2009"},{"key":"8_CR12","first-page":"91","volume-title":"Implementation of service-oriented IT management: An empirical study on Swiss IT organizations. Paper presented at International Conference on Service Systems and Service Management","author":"A Hochstein","year":"2006","unstructured":"Hochstein A, Brenner W: Implementation of service-oriented IT management: An empirical study on Swiss IT organizations. Paper presented at International Conference on Service Systems and Service Management. Troyes: ICSSSM; 2006:91\u201397. Oct 2006 Oct 2006"},{"key":"8_CR13","first-page":"26","volume-title":"Service-oriented IT management: benefit, cost and success factors","author":"A Hochstein","year":"2005","unstructured":"Hochstein A, Tamm G, Brenner W Proceedings of the 13th European Conference on Information System. In Service-oriented IT management: benefit, cost and success factors. Regensburg: ECIS; 2005:26\u201328. May, 2005 May, 2005"},{"key":"8_CR14","volume-title":"COBIT 5 \u2013 Control Objectives Management Guidelines Maturity Models: A Business Framework for the Governance and Management of Enterprise IT. Information Systems Audit and Control","author":"ICASA","year":"2012","unstructured":"ICASA: COBIT 5 \u2013 Control Objectives Management Guidelines Maturity Models: A Business Framework for the Governance and Management of Enterprise IT. Information Systems Audit and Control. USA: Association; 2012."},{"key":"8_CR15","volume-title":"Information Technology Governance and Service Management: Frameworks and Adaptations","author":"J Iden","year":"2009","unstructured":"Iden J: Implementing IT Service Management: Lessons Learned from a University IT Department. In Information Technology Governance and Service Management: Frameworks and Adaptations. 1st edition. Edited by: Cater-Steel A. New York: Information Science Reference, Hershey; 2009.","edition":"1"},{"key":"8_CR16","doi-asserted-by":"publisher","first-page":"103","DOI":"10.1080\/10580531003708378","volume":"27","author":"J Iden","year":"2010","unstructured":"Iden J, Langeland L: Setting the Stage for a Successful ITIL Adoption: A Delphi Study of IT Experts in the Norwegian Armed Forces. Information Systems Management 2010, 27: 103\u2013112. 10.1080\/10580531003708378","journal-title":"Information Systems Management"},{"key":"8_CR17","volume-title":"ISO\/IEC TR 20.000-3: Information Technology \u2013 Service Management \u2013 Part 3: Guidance on scope definition and applicability of ISO\/IEC 20.000-1","author":"ISO\/IEC","year":"2009","unstructured":"ISO\/IEC: ISO\/IEC TR 20.000\u20133: Information Technology \u2013 Service Management \u2013 Part 3: Guidance on scope definition and applicability of ISO\/IEC 20.000\u20131. Switzerland: International Standard Organization\/International Electrotechnical Commission; 2009."},{"key":"8_CR18","volume-title":"ISO\/IEC TR 20.000-4: Information Technology \u2013 Service Management \u2013 Part 4: Process reference model","author":"ISO\/IEC","year":"2010a","unstructured":"ISO\/IEC: ISO\/IEC TR 20.000\u20134: Information Technology \u2013 Service Management \u2013 Part 4: Process reference model. Switzerland: International Standard Organization\/International Electrotechnical Commission; 2010a."},{"key":"8_CR19","volume-title":"ISO\/IEC TR 20.000-5: Information Technology \u2013 Service Management \u2013 Part 5: Exemplar implementation plan for ISO\/IEC 20.000-1","author":"ISO\/IEC","year":"2010b","unstructured":"ISO\/IEC: ISO\/IEC TR 20.000\u20135: Information Technology \u2013 Service Management \u2013 Part 5: Exemplar implementation plan for ISO\/IEC 20.000\u20131. Switzerland: International Standard Organization\/International Electrotechnical Commission; 2010b."},{"key":"8_CR20","volume-title":"ISO\/IEC 20.000-1: Information Technology \u2013 Service Management \u2013 Part 1: Service management system requirements","author":"ISO\/IEC","year":"2011","unstructured":"ISO\/IEC: ISO\/IEC 20.000\u20131: Information Technology \u2013 Service Management \u2013 Part 1: Service management system requirements. Switzerland: International Standard Organization\/International Electrotechnical Commission; 2011."},{"key":"8_CR21","volume-title":"ISO\/IEC 20.000-2: Information Technology \u2013 Service Management \u2013 Part 2: Code of practice","author":"ISO\/IEC","year":"2012","unstructured":"ISO\/IEC: ISO\/IEC 20.000\u20132: Information Technology \u2013 Service Management \u2013 Part 2: Code of practice. Switzerland: International Standard Organization\/International Electrotechnical Commission; 2012."},{"key":"8_CR22","first-page":"19","volume-title":"Systematic Literature Studies: Database Searches vs. Backward Snowballing","author":"S Jalali","year":"2012","unstructured":"Jalali S, Wohlin C Proceedings of the ACM-IEEE international symposium on Empirical software engineering and measurement. In Systematic Literature Studies: Database Searches vs. Backward Snowballing. Sweden: ESEM; 2012:19\u201320. Sept 2012 Sept 2012"},{"key":"8_CR23","first-page":"317","volume-title":"Product-Focused Software Process Improvement. 10th International Conference, PROFES 2009, Oulu, Finland, Jun 15\u201317, 2009. Lecture Notes in Business Information Processing, vol 32","author":"M J\u00e4ntti","year":"2010","unstructured":"J\u00e4ntti M: Lessons Learnt from the Improvement of Customer Support Processes: A Case Study on Incident Management. In Product-Focused Software Process Improvement. 10th International Conference, PROFES 2009, Oulu, Finland, Jun 15\u201317, 2009. Lecture Notes in Business Information Processing, vol 32. Edited by: Bomarius F, Oivo M, Jaring P, Abrahamsson P. Heidelberg: Springer; 2010:317."},{"key":"8_CR24","volume-title":"Critical Success Factors and Benefits of ITIL Model Adoption in a Telecommunication Company. Paper presented at 7th Simp\u00f3sio de Excel\u00eancia em Gest\u00e3o e Tecnologia","author":"V Junior","year":"2010","unstructured":"Junior V, Andrade J: Critical Success Factors and Benefits of ITIL Model Adoption in a Telecommunication Company. Paper presented at 7th Simp\u00f3sio de Excel\u00eancia em Gest\u00e3o e Tecnologia. Resende, Out: SEGeT; 2010. in Portuguese in Portuguese"},{"key":"8_CR25","volume-title":"Keele University Technical Report TR\/SE-0401 and NICTA Technical Report 0400011T.1","author":"BA Kitchenham","year":"2004","unstructured":"Kitchenham BA: Procedures for Performing Systematic Reviews. In Keele University Technical Report TR\/SE-0401 and NICTA Technical Report 0400011T.1. Australia: Software Engineering Group Department of Computer Science and Empirical Software Engineering National ICT; 2004. Ltd. . Accessed 17 Sept 2013 \n                    http:\/\/citeseerx.ist.psu.edu\/viewdoc\/summary?doi=10.1.1.122.3308\n                    \n                   Ltd. . Accessed 17 Sept 2013"},{"key":"8_CR26","first-page":"12","volume-title":"The value of mapping studies - A participant-observer case study","author":"BA Kitchenham","year":"2010","unstructured":"Kitchenham BA, Budgen D, Brereton OP: The value of mapping studies - A participant-observer case study. Keele University, UK: Paper presented at 14th International Conference on Evaluation and Assessment in Software Engineering (EASE); 2010:12\u201313. April 2010 April 2010"},{"key":"8_CR27","volume-title":"IT service management in practice: an approach based on ITIL","author":"IL Magalh\u00e3es","year":"2007","unstructured":"Magalh\u00e3es IL, Pinheiro WB: IT service management in practice: an approach based on ITIL. S\u00e3o Paulo: Novatec; 2007. (in portuguese) (in portuguese)"},{"key":"8_CR28","volume-title":"A research on critical success factors in software processes improvement initiatives","author":"MA Montoni","year":"2010","unstructured":"Montoni MA: A research on critical success factors in software processes improvement initiatives. Universidade Federal do Rio de Janeiro - UFRJ: PhD Thesis; 2010. in Portuguese in Portuguese"},{"key":"8_CR29","doi-asserted-by":"publisher","DOI":"10.1109\/QUATIC.2010.20","volume-title":"Applying Grounded Theory to Understand Software Process Improvement Implementation","author":"MA Montoni","year":"2010","unstructured":"Montoni MA, Rocha ARC: Applying Grounded Theory to Understand Software Process Improvement Implementation. Portugal: Paper presented at 7th International Conference on the Quality of Information and Communications Technology - QUATIC 2010; 2010. 17 Sept - 2 Oct 2010 17 Sept - 2 Oct 2010"},{"key":"8_CR30","doi-asserted-by":"publisher","first-page":"43","DOI":"10.4018\/jkm.2011070104","volume":"7","author":"MA Montoni","year":"2011","unstructured":"Montoni MA, Rocha ARC: Using Grounded Theory to Acquire Knowledge About Critical Success Factors for Conducting Software Process Improvement Implementation Initiatives. International Journal of Knowledge Management 2011, 7: 43\u201360.","journal-title":"International Journal of Knowledge Management"},{"issue":"2","key":"8_CR31","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. Inf Syst Manag 2009, 26(2):164\u2013175. 10.1080\/10580530902797540","journal-title":"Inf Syst Manag"},{"issue":"2","key":"8_CR32","first-page":"81","volume":"57","author":"JF Rockart","year":"1979","unstructured":"Rockart JF: Chief executives define their own data needs. Harv Bus Rev 1979, 57(2):81\u201393.","journal-title":"Harv Bus Rev"},{"key":"8_CR33","first-page":"3","volume-title":"MPS.BR Program and MPS Model: Main Results, Benefits and Beneficiaries of Software Process Improvement in Brazil","author":"G Santos","year":"2012","unstructured":"Santos G, Kalinowski M, Rocha AR, Travassos GH, Weber KC, Antonioni JA: MPS.BR Program and MPS Model: Main Results, Benefits and Beneficiaries of Software Process Improvement in Brazil. Lisbon: Paper presented at 8th International Conference on the Quality of Information and Communications Technology \u2013 QUATIC 2012; 2012:3\u20136. Sept 2012 Sept 2012"},{"key":"8_CR34","volume-title":"CMMI for Services - CMMI-SVC","author":"SEI","year":"2010","unstructured":"SEI: CMMI for Services - CMMI-SVC. Pittsburgh: Software Engineering Institute; 2010."},{"key":"8_CR35","first-page":"26","volume-title":"Lessons learned in ITIL implementation failure","author":"M Sharifi","year":"2008","unstructured":"Sharifi M, Ayat M, Rahman AA, Sahibudin S: Lessons learned in ITIL implementation failure. Kuala Lumpur: Paper presented at the International Symposium on Information Technology \u2013 ITSim; 2008:26\u201328. Aug. 2008 Aug. 2008"},{"key":"8_CR36","volume-title":"Reference model for services process improvement","author":"SOFTEX","year":"2012","unstructured":"SOFTEX: Reference model for services process improvement. Brasil: Associa\u00e7\u00e3o para Promo\u00e7\u00e3o da Excel\u00eancia do Software Brasileiro; 2012. . (in Portuguese) \n                    http:\/\/www.softex.br\/mpsbr\n                    \n                   . (in Portuguese)"},{"key":"8_CR37","volume-title":"Basics of Qualitative Research: Techniques and Procedures for Developing Grounded Theory","author":"A Strauss","year":"1998","unstructured":"Strauss A, Corbin J: Basics of Qualitative Research: Techniques and Procedures for Developing Grounded Theory. London: SAGE Publications; 1998."},{"issue":"2","key":"8_CR38","first-page":"1","volume":"50","author":"W-G Tan","year":"2009","unstructured":"Tan W-G, Cater-Steel A, Toleman M: Implementing it service management: A case study focussing on critical success factors. J Compu Info Syst 2009, 50(2):1\u201312.","journal-title":"J Compu Info Syst"},{"key":"8_CR39","first-page":"5","volume-title":"Implementing centralised IT service management: Drawing lessons from the public sector. Paper presented at 18th Australasian Conference on Information Systems","author":"WG Tan","year":"2007","unstructured":"Tan WG, Cater Steel A, Toleman M, Seaniger R: Implementing centralised IT service management: Drawing lessons from the public sector. Paper presented at 18th Australasian Conference on Information Systems. Toowoomba: ACIS; 2007:5\u20137. Dec 2007 Dec 2007"},{"key":"8_CR40","doi-asserted-by":"publisher","first-page":"48","DOI":"10.4236\/ti.2012.31007","volume":"3","author":"J Wan","year":"2012","unstructured":"Wan J, Liang L: Risk Management of IT Service Management Project Implementation with Killer Assumptions. Technol Invest 2012, 3: 48\u201355. 10.4236\/ti.2012.31007","journal-title":"Technol Invest"},{"key":"8_CR41","first-page":"12","volume-title":"Empirical analysis on risk factors of IT service management project implementation","author":"J Wan","year":"2008","unstructured":"Wan J, Zhu S, Wang Y: Empirical analysis on risk factors of IT service management project implementation. Dalian: Paper presented at the 4th International Conference on Wireless Communications, Networking and Mobile Computing \u2013 WiCOM; 2008:12\u201314. Oct 2008 Oct 2008"},{"key":"8_CR42","doi-asserted-by":"publisher","DOI":"10.1007\/978-1-4615-4625-2","volume-title":"Experimentation in Software Engineering: An Introduction","author":"C Wohlin","year":"2000","unstructured":"Wohlin C, Runeson P, H\u00f6st M, Ohlson M, Regnell B, Wessl\u00e9n A: Experimentation in Software Engineering: An Introduction. Norwell - USA: Kluwer Academic Publishers; 2000."}],"container-title":["Journal of Software Engineering Research and Development"],"original-title":[],"language":"en","link":[{"URL":"http:\/\/link.springer.com\/content\/pdf\/10.1186\/2195-1721-2-4.pdf","content-type":"application\/pdf","content-version":"vor","intended-application":"text-mining"},{"URL":"http:\/\/link.springer.com\/article\/10.1186\/2195-1721-2-4\/fulltext.html","content-type":"text\/html","content-version":"vor","intended-application":"text-mining"},{"URL":"http:\/\/link.springer.com\/content\/pdf\/10.1186\/2195-1721-2-4.pdf","content-type":"application\/pdf","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2019,7,16]],"date-time":"2019-07-16T15:33:57Z","timestamp":1563291237000},"score":1,"resource":{"primary":{"URL":"https:\/\/jserd.springeropen.com\/articles\/10.1186\/2195-1721-2-4"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2014,5,15]]},"references-count":42,"journal-issue":{"issue":"1","published-print":{"date-parts":[[2014,12]]}},"alternative-id":["8"],"URL":"https:\/\/doi.org\/10.1186\/2195-1721-2-4","relation":{},"ISSN":["2195-1721"],"issn-type":[{"value":"2195-1721","type":"electronic"}],"subject":[],"published":{"date-parts":[[2014,5,15]]},"assertion":[{"value":"12 October 2013","order":1,"name":"received","label":"Received","group":{"name":"ArticleHistory","label":"Article History"}},{"value":"24 April 2014","order":2,"name":"accepted","label":"Accepted","group":{"name":"ArticleHistory","label":"Article History"}},{"value":"15 May 2014","order":3,"name":"first_online","label":"First Online","group":{"name":"ArticleHistory","label":"Article History"}}],"article-number":"4"}}