Etusivu
Ihmiset
Tutkimusryhmät
Projektit
Tietoa

Kirjaudu

Suomi English

Etusivu
Ihmiset
Tutkimusryhmät
Projektit
Tietoa

Sulje

Tarkenna hakuasi

Etusivu
Ihmiset
Marko Jäntti

Marko Jäntti

Yliopistonlehtori

Tietojenkäsittelytieteen laitos, Luonnontieteiden, metsätieteiden ja tekniikan tiedekunta

[email protected] | 050 461 6738

Tiedot Julkaisut

Projektit

VICTIS - Vihreää ICT:tä Itä-Suomesta - UEF 01.02.2025 - 30.09.2026

Julkaisut

62/62 kappaletta

Exploring quality aspects of customer self-service in IT service provision: A case study
Jäntti, Marko; Lindström, Henri, 2025, Journal of systems and software, 234, 112725. A1 Alkuperäisartikkeli tieteellisessä aikakauslehdessä
How Digital Experiments Support Sustainability in a Forest Machine Operator Company: A Case Study
Jäntti, Marko; Koponen, Jarmo; Aho, Markus, 2025, Lavazza, Luigi; Oberhauser, Roy, ICSEA 2025 : The Twentieth International Conference on Software Engineering Advances, 1-6. A4 Artikkeli konferenssijulkaisussa
How Digital Experiments Support Sustainability in a Forest Machine Operator Company: A Case Study
Jäntti, Marko; Koponen, Jarmo; Aho, Markus;, 2025, Lavazza, Luigi; Oberhauser, Roy, Proceedings of the Twentieth International Conference on Software Engineering Advances (ICSEA 2025), 1-6, International conference on software engineering advances. A4 Artikkeli konferenssijulkaisussa
Private LoRaWAN Network Deployment in Kuopio, Finland: A Case Study on AI-Based Water-Level Monitoring and Urban Flood Prediction
Aho, Markus; Happonen, Aki; Jäntti, Marko; Pehkonen, Kaapo, 2025, Lawall, Alexander; Pochec, Przemyslaw, IoTAI 2025, The Second International Conference on IoT-AI, 7-13. A4 Artikkeli konferenssijulkaisussa
Engineering Robotic Process Automation (RPA)
Jäntti, Marko; Suhonen, Ville; Hamdani, Maryum, 2024, Vasilache, Simona; Kočí, Radek, Proceedings of the Nineteenth International Conference on Software Engineering Advances (ICSEA 2024), 7-12. A4 Artikkeli konferenssijulkaisussa
Improving the Quality of Self-service in an IT Service Provider Organization: A Case Study
Jäntti, Marko; Lindström, Henri, 2024, Bertolino, Antonia; Pascoal Faria, João; Lago, Patricia; Semini, Laura, Quality of Information and Communications Technology: 17th International Conference on the Quality of Information and Communications Technology, QUATIC 2024, Pisa, Italy, September 11–13, 2024, Proceedings, 295-310. A4 Artikkeli konferenssijulkaisussa
Continual Service Improvement: A Systematic Literature Review
Heikkinen, Sanna; Jäntti, Marko; Tukiainen, Markku, 2023, Fernandes, José Maria; Travassos, Guilherme H; Lenarduzzi, Valentina; Li, Xiaozhou, Quality of Information and Communications Technology: 16th International Conference, QUATIC 2023, Aveiro, Portugal, September 11–13, 2023, Proceedings, 30-44. A4 Artikkeli konferenssijulkaisussa
Engineering IoT-based Software Systems for Forestry: A Case Study
Jäntti, Marko; Aho, Markus, 2023, Mannaert, Herwig; Koci, Radek, Proceedings of ICSEA 2023, 110-115. A4 Artikkeli konferenssijulkaisussa
Quality aspects of digital forest service management: a case study
Jäntti, Marko; Aho, Markus, 2023, Software quality journal, 32, 1, 75-94. A1 Alkuperäisartikkeli tieteellisessä aikakauslehdessä
Applying Continual Service Improvement Practices to Study Quality of Healthcare Information System Services: A Case Study
Heikkinen, Sanna; Jäntti, Marko; Saranto, Kaija, 2020, Shepperd, Martin; Brito e Abreu, Fernando; Rodrigues da Silva, Alberto; PÃ©rez-Castillo, Ricardo, Quality of Information and Communications Technology: 13th International Conference, QUATIC 2020, Faro, Portugal, September 9-11, 2020, Proceedings, 155-168. A4 Artikkeli konferenssijulkaisussa
Co-creation at the heart of human-centric data economy - Experiences and visions from Kuopio Living Lab
Arpola, Tiina; Holopainen, Arto; Jäntti, Marko, 2020, Hirvikoski, Tuija; Erkkilä, Laura; Fred, Minna; Helariutta, Aino; Kurkela, Ilkka; Pöyry-Lassila, Päivi; Saastamoinen, Kaisla; Salmi; Anna; Äyväri, Anne, Co-Creating and Orchestrating Multistakeholder Innovation, 222-229. D2 Artikkeli ammatillisessa kokoomateoksessa (ml. toimittajan kirjoittama johdantoartikkeli)
Studying Data Privacy Management in Small and Medium-Sized IT Companies.
Jäntti, Marko, 2020, El Kassabi, Hadeel; Al Rae, Rawhi, Proceedings of the 2020 14th International Conference on Innovations in Information Technology (IIT), 57-62, International conference on innovations in information technology. A4 Artikkeli konferenssijulkaisussa
Studying Continual Service Improvement and Monitoring the Quality of ITSM
Heikkinen, Sanna; Jäntti, Marko, 2019, Piattini, M; Rupino da Cunha, P; GarcÃa RodrÃguez de GuzmÃ¡n, I; PÃ©rez-Castillo, R, Quality of Information and Communications Technology: 12th International Conference, QUATIC 2019, Ciudad Real, Spain, September 11-13, 2019: Proceedings, 193-206. A4 Artikkeli konferenssijulkaisussa
Exploring Digital Transformation and Digital Culture in Service Organizations
Jäntti, Marko; Hyvärinen, Sanna, 2018, Ning, B; Chen, J; Cai, X; Zhang, Z; Zhang, R; Zhang, J, 2018 15th International Conference on Service Systems and Service Management (ICSSSM), 1-6. A4 Artikkeli konferenssijulkaisussa
Data Protection & Security Challenges in Digital & IT Services: A Case Study
Panjwani Mehdi, Jäntti Marko, 2017, -, Proceedings of the International Conference on Computer and Applications ICCA'17, 379-383. A4 Artikkeli konferenssijulkaisussa
Exploring Service Desk Employees' Motivation and Rewarding
Jäntti Marko, Kallinen Henna, 2017, -, Proceedings of the International Conference on Service Systems and Service Management 2017 (ICSSSM), 1-6. A4 Artikkeli konferenssijulkaisussa
Proactive Management of IT Operations to Improve IT Services
Jäntti Marko, Cater-Steel Aileen, 2017, Journal of Information Systems and Technology Management, 14, 2, 191-218. A1 Alkuperäisartikkeli tieteellisessä aikakauslehdessä
A model for analysing of information systems incidents: proactive approach
Saarelainen Kari, Jäntti Marko, Hujo Mika, 2016, Themistocleous Marinos, Morabito Vincenzo, Ghoneim Ahmad, Online Proceedings of the 13th European Mediterranean & Middle Eastern Conference on Information Systems (EMCIS), 304-318 (1-15), European Mediterranean & Middle Eastern Conference on Information Systems. A4 Artikkeli konferenssijulkaisussa
IT Service Management from a Perspective of Small and Medium sized Companies
Panjwani Mehdi, Jäntti Marko, Sormunen Juuso, 2016, Paul Mark, Machado Ricardo J, Brito Miguel A, Amaral Vasco, Goulao Miguel, Proceedings of the 10th International Conference on the Quality of Information and Communications Technology QUATIC 2016, 210-215. A3 Kirjan tai muun kokoomateoksen osa
The Anatomy of IT Service Incidents
Saarelainen Kari, Jäntti Marko, 2016, Gary Weckman, Raimund Ege, Proceedings of the The Eleventh International Conference on Systems ICONS, 55-61, International conference on systems. A4 Artikkeli konferenssijulkaisussa
A Case Study on Improvement of Incident Investigation Process
Saarelainen Kari, Jäntti Marko, 2015, O'Connor Rory V., Akkaya Mariye Umay , Kemaneci Kerem, Yilmaz Murat, Poth Alexander, Messnarz Richard, Systems, Software and Services Process Improvement, 17-28, EuroSPI. A4 Artikkeli konferenssijulkaisussa
Creating an ITIL-based Multidimensional Incident Analytics Method: a Case Study
Saarelainen Kari, Jäntti Marko, 2015, L. Koszalka & P. Lorenz, Proceedings of The Tenth International Conference on Systems (ICONS), 24-29, International conference on systems. A4 Artikkeli konferenssijulkaisussa
Defining the relationships between IT service management and IT service governance
Jäntti Marko, Hotti Virpi, 2015, Information technology and management, [epub ahead of print 30 June 2015], 1-10. A1 Alkuperäisartikkeli tieteellisessä aikakauslehdessä
Quality and Human Errors in IT Service Infrastructures - Human error based root causes of incidents and their categorization
Saarelainen Kari, Jäntti Marko, 2015, -, Proceedings of the 11th International Conference on Innovations in Information Technology (IIT) 2015, 207-212, International conference on innovations in information technology. A4 Artikkeli konferenssijulkaisussa
Exploring the Role of IT Service Management and IT Service Governance within IT Governance
Jäntti, Marko; Virkanen, Hannu; Mykkänen, Juha; Hotti, Virpi, 2014, Ning B, Chen J, Cai X, Zhang Z, Zhang R, Zhang J, The 11th International Conference on Service Systems and Service Management ICSSSM'2014, 1-6, International conference on service systems and service management. A4 Artikkeli konferenssijulkaisussa
IT Service Management in Multiple Actor Network: Service Support from Customer's Point of View
Lahtela Antti, Jäntti Marko, 2014, -, Proceedings of he Ninth International Conference on Systems, 197-202, International conference on systems. A4 Artikkeli konferenssijulkaisussa
Implementing IT Service Management as an Organizational Change: Identifying Factors Affecting the Change Resistance
Jäntti Marko, Heikkinen Sanna, 2014, -, Proceedings of The Ninth International Conference on Software Engineering Advances (ICSEA 2014), 534-538, International conference on software engineering advances. A4 Artikkeli konferenssijulkaisussa
Improving Change Management Systems and Processes
Jäntti Marko, Niskala Juha, 2014, -, Proceedings of The Ninth International Conference on Systems ICONS 2014, 220-225, International conference on systems. A4 Artikkeli konferenssijulkaisussa
Creating a ITIL-based Software Incident Categorization Model for Measurement: A Case Study
Heikkinen Sanna, Suhonen Antti, Kurenniemi Mika, Jäntti Marko, 2013, Lavazza, L. Oberhauser, R. Martin, A. Hassine, J. Gebhart, M. Jäntti, M. (toim.), Proceedings of the Eight International Conference on Software Engineering Advances (ICSEA 2013), October 27 - November 1, 2013, Venice, Italy, 450-456, International conference on software engineering advances. A4 Artikkeli konferenssijulkaisussa
Exploring Self-Service Support Methods in IT Service Management
Jäntti Marko, 2013, Cai, X. Chen, J. Jia, J. Xiao, Y. Zhou, S., Proceedings of 10th International Conference on Service Systems and Service Management (ICSSSM) July 17-19, 2013, Hong Kong, China, 179-184, International conference on service systems and service management. A4 Artikkeli konferenssijulkaisussa
Exploring the Impact of IT Service Management Process Improvement Initiatives: A Case Study Approach
Jäntti Marko, Rout Terry, Wen Lian, Heikkinen Sanna, Cater-Steel Aileen, 2013, Communications in computer and information science, 349, 176-187. A1 Alkuperäisartikkeli tieteellisessä aikakauslehdessä
Implementation of the ITIL-Based Service Level Management Process to Improve an Organizarion's Efficiency: A Case Study
Suhonen Antti, Heikkinen Sanna, Kurenniemi Mika, Jäntti Marko, 2013, Lavazza, L. Oberhauser, R. Martin, A. Hassine, J. Gebhart, M. Jäntti, M. (toim.), Proceedings of the Eight International Conference on Software Engineering Advances (ICSEA 2013), October 27 - November 1, 2013, Venice, Italy, 457-464, International conference on software engineering advances. A4 Artikkeli konferenssijulkaisussa
Improving IT Service Operation Processes
Jäntti Marko, Rout Terry, 2013, Product-Focused Software Process Improvement, 359-362, Lecture notes in computer science. A4 Artikkeli konferenssijulkaisussa
Managing IT Service Releases in a Systematic Way: A Case Study Approach
Jäntti Marko, Suhonen Antti, Kurenniemi Mika, 2013, Lavazza, L. Oberhauser, R. Martin, A. Hassine, J. Gebhart, M. Jäntti, M. (toim.), Proceedings of the Eight International Conference on Software Engineering Advances (ICSEA 2013), October 27 - November 1, 2013, Venice, Italy, 304-309, International conference on software engineering advances. A4 Artikkeli konferenssijulkaisussa
Challenges and Problems in Product Portfolio Release and Deployment Management: A Case Study
Jokela Kristo, Jäntti Marko, 2012, Chen Jian, Su Qiang (edited), ICSSSM'12, 9th International Conference on Service Systems and Service Management, July 2-4, 2012, Shanghai, China, 138-141, International conference on service systems and service management. A4 Artikkeli konferenssijulkaisussa
Establishing a Continual Service Improvement Model: A Case Study
Heikkinen Sanna, Jäntti Marko, 2012, Communications in computer and information science, 301, 61-72. A1 Alkuperäisartikkeli tieteellisessä aikakauslehdessä
Identifying IT Service Management Challenges: A Case Study in Two IT Service Provider Companies
Heikkinen Sanna, Jäntti Marko, 2012, Hameurlain, A. Tjoa, A.Min. Wagner R.R., DEXA 2012, Twenty-Third International Workshop on Database and Expert Systems Applications, 3-6 September, Vienna, Austria, 55-59, International conference on database and expert systems applications. A4 Artikkeli konferenssijulkaisussa
Inproving Service Level Management Practices: A Case Study in an IT Service Provider Organization
Jäntti Marko, Suhonen Antti, 2012, Matsuo, T. Hashimoto, K. Hirokawa, S. (editors), Proceedings of the 1st IIAI International Conference on Advanced Applied Informatics (IIAI AAI 2012), September 20-22, 2012, Kyushu University, Fukuoka, Japan, 139-144, International conference on advanced applied informatics. A4 Artikkeli konferenssijulkaisussa
Requirements Engineering for Software vs. Systems in General
Kaindl Hermann, Jäntti Marko, Mannaert Herwig, Nakamatsu Kazumi, Rieke Roland, 2012, -, Proceedings of the 7th International Conference on Systems (ICONS 2012), February 29 - March 5, 2012, Saint Gilles, Reunion, France, 190-192, International conference on systems. A4 Artikkeli konferenssijulkaisussa
Towards an Improved IT Service Desk System and Processes: A Case Study
Jäntti Marko, Shrestha Anup, Cater-Steel Aileen, 2012, International journal on advances in systems and measurements, 5, 3 ja 4, 203-215. A1 Alkuperäisartikkeli tieteellisessä aikakauslehdessä
Improving the Deployment of IT Service Management Processes: A Case Study
Jäntti Marko, Järvnen Julia, 2011, Communications in computer and information science, 172, 37-48. A1 Alkuperäisartikkeli tieteellisessä aikakauslehdessä
Automated identification system for medication care process - Part I: System specification
Lahtela A, Jäntti M, 2009, Luo Q, Yi J, Bin C, CCCM 2009. Second ISECS International Colloquium on Computing, Communication, Control, and Management Proceedings, 277-281. A4 Artikkeli konferenssijulkaisussa
Defining requirements for an incident management system: a case study [cd-rom]
Jäntti M, 2009, Ege R, Quattrociocchi W, Dragomirescu D, Dini O, The Fourth International Conference on Systems (ICONS 2009). Proceedings, 184-189. A4 Artikkeli konferenssijulkaisussa
Knowledge management challenges in customer support: a case study [cd-rom)
Jäntti M, Tanskanen K, Kaukola J, 2009, Kusiak A, Lee S, International Conference on Information, Process, and Knowledge Management (eKNOW 2009). Proceedings, 78-83. A4 Artikkeli konferenssijulkaisussa
Lessons learnt from the improvement of customer support processess: a case study on incident management
Jäntti M, 2009, Lecture notes in business information processing, 32, 317-331. A1 Alkuperäisartikkeli tieteellisessä aikakauslehdessä
Difficulties in Managing Software Problems and Defects
Jäntti M, 2008, Kuopion yliopiston julkaisuja H. Informaatioteknologia ja kauppatieteet. G5 Artikkeliväitöskirja
Establishing a knowledge base for problem management, part II
Jäntti M, Pylkkänen N, 2008, Pahl C, Proceedings of the IASTED International Conference on Software Engineering. As Part of the 26th IASTED Internatinal Multi-Conference on Applied Informatics, 226-231. A4 Artikkeli konferenssijulkaisussa
Improving customer support and maintenance processes: a single point of contact service model
Jäntti M, 2008, Hruska T, Madeyski L, Ochodek M, Software Engineering Techniques in Progress. 3rd IFIP TC2 Central and East European Conference on Software Engineering Techniques CEE-SET 2008, 261-270. A4 Artikkeli konferenssijulkaisussa
Improving customer support processes: a case study
Jäntti M, Pylkkänen N, 2008, Lecture notes in computer science, 5089, 317-329. A1 Alkuperäisartikkeli tieteellisessä aikakauslehdessä
A checklist for evaluating the software problem management model: a case study
Jäntti M, Miettinen A, Vähäkainu K, 2007, Hasselbring W, Proceedings of the IASTED International Conference on Software Engineering as part of the 25th IASTED International Multi-Conference on Applied Informatics, 7-12. A4 Artikkeli konferenssijulkaisussa
Improving the problem management process from knowledge management perspective
Jäntti M, Miettinen A, Pylkkänen N, Kainulainen T, 2007, Lecture notes in computer science, 4589, 389-401. A1 Alkuperäisartikkeli tieteellisessä aikakauslehdessä
The role of problem management in customer support: a case study
Jäntti M, Pylkkänen N, 2007, Proceedings of the 30th Information Systems Research Seminar in Scandinavia IRIS 2007. Models, Methods, and new Messages, [13]. A4 Artikkeli konferenssijulkaisussa
A conceptual model of IT service problem management
Jäntti M, Eerola A, 2006, 2006 International Conference on Service Systems and Service Management. ICSSSM'06. CD-Rom Conference Proceedings, 798-803. A4 Artikkeli konferenssijulkaisussa
Challenges in implementing a knowledge base for software problem management
Jäntti M, Vähäkainu K, 2006, Boumedine M, Touzet C, Proceedings of the Fourth IASTED International Conference on Knowledge Sharing and Collaborative Engineering, 63-68. A4 Artikkeli konferenssijulkaisussa
Difficulties in establishing a defect management process: a case study
Jäntti M, Toroi T, Eerola A, 2006, Lecture notes in computer science, 4034, 142-150. A1 Alkuperäisartikkeli tieteellisessä aikakauslehdessä
Implementing a software problem management model, a case study [cd-rom]
Jäntti M, Miettinen A, 2006, IRIS 29 Elsinore. 29th Information Systems Research Seminar in Scandinavia. Paradigms Politics Paradoxes. Proceedings, [13 s.]. A4 Artikkeli konferenssijulkaisussa
Improving service management in supply chains
Karhunen H, Eerola A, Jäntti M, 2006, 2006 International Conference on Service Systems and Service Management. ICSSSM'06. CD-Rom Conference Proceedings, 1415-1420. A4 Artikkeli konferenssijulkaisussa
Improving the software problem management process: a case study
Jäntti M, Kinnunen K, 2006, Lecture notes in computer science, 4257, 40-49. A1 Alkuperäisartikkeli tieteellisessä aikakauslehdessä
Service-oriented software engineering (SOSE) framework
Karhunen H, Jäntti M, Eerola A, 2005, Chen J, 2005 International Conference on Services Systems and Services Management - Proceedings of ICSSSM'05, 1199-1205. A4 Artikkeli konferenssijulkaisussa
The rationale for building a business case in software development: a case study
Jäntti Marko, 2005, Husrad E, Munkvold BE, Rolland K, Flak LS, Proceedings of the 28th Information Systems Research Seminar in Scandinavia. IRIS 28, [15.9.2005]. A4 Artikkeli konferenssijulkaisussa
Testing component-based systems - the integrator viewpoint [cd-rom]
Toroi T, Jäntti M, Mykkänen J, Eerola A, 2004, IRIS 27. Information Systems Research Seminar in Scandinavia (Proceedings of the 27th IRIS), [22 s.]. A4 Artikkeli konferenssijulkaisussa
UML-based testing: a case study
Jäntti M, Toroi T, 2004, Koskimies K, Kuzniarz L, Lilius J, Porres I, Proceedings of NWUML'2004. 2nd Nordic Workshop on the Unified Modeling Language, 33-44. A4 Artikkeli konferenssijulkaisussa

University of Eastern Finland Joensuu, Kuopio © University of Eastern Finland

Facebook Instagram YouTube LinkedIn Snapchat SoundCloud TikTok Vimeo

Saavutettavuusseloste
Evästeiden käyttö
Anna palautetta

Hallinnoi evästeiden suostumusta

Palvelu käyttää evästeitä sivuston optimointiin.

Toiminnalliset Toiminnalliset Aina aktiivinen

Tekninen tallennus tai pääsy on ehdottoman välttämätön oikeutettua tarkoitusta varten, joka mahdollistaa tietyn tilaajan tai käyttäjän nimenomaisesti pyytämän palvelun käytön, tai yksinomaan viestinnän välittämiseksi sähköisen viestintäverkon kautta.

Asetukset Asetukset

Tekninen tallennus tai pääsy on tarpeen laillisessa tarkoituksessa sellaisten asetusten tallentamiseen, joita tilaaja tai käyttäjä ei ole pyytänyt.

Tilastot Tilastot

Tekninen tallennus tai pääsy, jota käytetään yksinomaan tilastollisiin tarkoituksiin. Tekninen tallennus tai pääsy, jota käytetään yksinomaan anonyymeihin tilastollisiin tarkoituksiin. Ilman haastetta, Internet-palveluntarjoajasi vapaaehtoista suostumusta tai kolmannen osapuolen lisätietueita pelkästään tähän tarkoitukseen tallennettuja tai haettuja tietoja ei yleensä voida käyttää tunnistamaan sinua.

Markkinointi Markkinointi

Teknistä tallennustilaa tai pääsyä tarvitaan käyttäjäprofiilien luomiseen mainosten lähettämistä varten tai käyttäjän seuraamiseksi verkkosivustolla tai useilla verkkosivustoilla vastaavia markkinointitarkoituksia varten.

Hallitse vaihtoehtoja
Hallinnoi palveluita
Hallitse {vendor_count} toimittajia
Lue lisää näistä tarkoituksista

Näytä asetukset

{title}
{title}
{title}

Tarkenna hakuasi

Marko Jäntti

Projektit

Exploring quality aspects of customer self-service in IT service provision: A case study

How Digital Experiments Support Sustainability in a Forest Machine Operator Company: A Case Study

How Digital Experiments Support Sustainability in a Forest Machine Operator Company: A Case Study

Private LoRaWAN Network Deployment in Kuopio, Finland: A Case Study on AI-Based Water-Level Monitoring and Urban Flood Prediction

Engineering Robotic Process Automation (RPA)

Improving the Quality of Self-service in an IT Service Provider Organization: A Case Study

Continual Service Improvement: A Systematic Literature Review

Engineering IoT-based Software Systems for Forestry: A Case Study

Quality aspects of digital forest service management: a case study

Applying Continual Service Improvement Practices to Study Quality of Healthcare Information System Services: A Case Study

Co-creation at the heart of human-centric data economy - Experiences and visions from Kuopio Living Lab

Studying Data Privacy Management in Small and Medium-Sized IT Companies.

Studying Continual Service Improvement and Monitoring the Quality of ITSM

Exploring Digital Transformation and Digital Culture in Service Organizations

Data Protection & Security Challenges in Digital & IT Services: A Case Study

Exploring Service Desk Employees' Motivation and Rewarding

Proactive Management of IT Operations to Improve IT Services

A model for analysing of information systems incidents: proactive approach

IT Service Management from a Perspective of Small and Medium sized Companies

The Anatomy of IT Service Incidents

A Case Study on Improvement of Incident Investigation Process

Creating an ITIL-based Multidimensional Incident Analytics Method: a Case Study

Defining the relationships between IT service management and IT service governance

Quality and Human Errors in IT Service Infrastructures - Human error based root causes of incidents and their categorization

Exploring the Role of IT Service Management and IT Service Governance within IT Governance

IT Service Management in Multiple Actor Network: Service Support from Customer's Point of View

Implementing IT Service Management as an Organizational Change: Identifying Factors Affecting the Change Resistance

Improving Change Management Systems and Processes

Creating a ITIL-based Software Incident Categorization Model for Measurement: A Case Study

Exploring Self-Service Support Methods in IT Service Management

Exploring the Impact of IT Service Management Process Improvement Initiatives: A Case Study Approach

Implementation of the ITIL-Based Service Level Management Process to Improve an Organizarion's Efficiency: A Case Study

Improving IT Service Operation Processes

Managing IT Service Releases in a Systematic Way: A Case Study Approach

Challenges and Problems in Product Portfolio Release and Deployment Management: A Case Study

Establishing a Continual Service Improvement Model: A Case Study

Identifying IT Service Management Challenges: A Case Study in Two IT Service Provider Companies

Inproving Service Level Management Practices: A Case Study in an IT Service Provider Organization

Requirements Engineering for Software vs. Systems in General

Towards an Improved IT Service Desk System and Processes: A Case Study

Improving the Deployment of IT Service Management Processes: A Case Study

Automated identification system for medication care process - Part I: System specification

Defining requirements for an incident management system: a case study [cd-rom]

Knowledge management challenges in customer support: a case study [cd-rom)

Lessons learnt from the improvement of customer support processess: a case study on incident management

Difficulties in Managing Software Problems and Defects

Establishing a knowledge base for problem management, part II

Improving customer support and maintenance processes: a single point of contact service model

Improving customer support processes: a case study

A checklist for evaluating the software problem management model: a case study

Improving the problem management process from knowledge management perspective

The role of problem management in customer support: a case study

A conceptual model of IT service problem management

Challenges in implementing a knowledge base for software problem management

Difficulties in establishing a defect management process: a case study

Implementing a software problem management model, a case study [cd-rom]

Improving service management in supply chains

Improving the software problem management process: a case study

Service-oriented software engineering (SOSE) framework

The rationale for building a business case in software development: a case study

Testing component-based systems - the integrator viewpoint [cd-rom]

UML-based testing: a case study