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Marko Jäntti

Marko Jäntti

University Lecturer

School of Computing, Faculty of Science, Forestry and Technology

[email protected] | +358 50 461 6738

Information Publications

Publications

72/72 items

Improving the Quality of Self-service in an IT Service Provider Organization: A Case Study
Jäntti, Marko; Lindström, Henri. Teoksessa: Bertolino, Antonia; Pascoal Faria, João; Lago, Patricia; Semini, Laura(toim.) , 2024. 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. s. 295-310. Springer A4 Conference proceedings
Continual Service Improvement: A Systematic Literature Review
Heikkinen, Sanna; Jäntti, Marko; Tukiainen, Markku. Teoksessa: Fernandes, José Maria; Travassos, Guilherme H; Lenarduzzi, Valentina; Li, Xiaozhou(toim.) , 2023. Quality of Information and Communications Technology: 16th International Conference, QUATIC 2023, Aveiro, Portugal, September 11–13, 2023, Proceedings. s. 30-44. Springer A4 Conference proceedings
Engineering IoT-based Software Systems for Forestry: A Case Study
Jäntti, Marko; Aho, Markus. Teoksessa: Mannaert, Herwig; Koci, Radek(toim.) , 2023. Proceedings of ICSEA 2023. s. 110-115. A4 Conference proceedings
Quality aspects of digital forest service management: a case study
Jäntti, Marko; Aho, Markus. 2023. Software quality journal. 2024; 32: 75-94 A1 Journal article (refereed), original research
Applying Continual Service Improvement Practices to Study Quality of Healthcare Information System Services: A Case Study
Heikkinen, Sanna; Jäntti, Marko; Saranto, Kaija. Teoksessa: Shepperd, Martin; Brito e Abreu, Fernando; Rodrigues da Silva, Alberto; PÃ©rez-Castillo, Ricardo(toim.) , 2020. Quality of Information and Communications Technology: 13th International Conference, QUATIC 2020, Faro, Portugal, September 9-11, 2020, Proceedings. s. 155-168. Springer A4 Conference proceedings
Co-creation at the heart of human-centric data economy - Experiences and visions from Kuopio Living Lab
Arpola, Tiina; Holopainen, Arto; Jäntti, Marko. Teoksessa: Hirvikoski, Tuija; Erkkilä, Laura; Fred, Minna; Helariutta, Aino; Kurkela, Ilkka; Pöyry-Lassila, Päivi; Saastamoinen, Kaisla; Salmi; Anna; Äyväri, Anne(toim.) , 2020. Co-Creating and Orchestrating Multistakeholder Innovation. s. 222-229. Laurea-ammattikorkeakoulu D2 Article in a professional book (incl. an introduction by the editor)
Studying Data Privacy Management in Small and Medium-Sized IT Companies.
Jäntti, Marko. Teoksessa: El Kassabi, Hadeel; Al Rae, Rawhi(toim.) , 2020. Proceedings of the 2020 14th International Conference on Innovations in Information Technology (IIT). s. 57-62. IEEE A4 Conference proceedings
Studying Continual Service Improvement and Monitoring the Quality of ITSM
Heikkinen, Sanna; Jäntti, Marko. Teoksessa: Piattini, M; Rupino da Cunha, P; GarcÃa RodrÃguez de GuzmÃ¡n, I; PÃ©rez-Castillo, R(toim.) , 2019. Quality of Information and Communications Technology: 12th International Conference, QUATIC 2019, Ciudad Real, Spain, September 11-13, 2019: Proceedings. s. 193-206. Springer A4 Conference proceedings
Exploring Digital Transformation and Digital Culture in Service Organizations
Jäntti, Marko; Hyvärinen, Sanna. Teoksessa: Ning, B; Chen, J; Cai, X; Zhang, Z; Zhang, R; Zhang, J(toim.) , 2018. 2018 15th International Conference on Service Systems and Service Management (ICSSSM). s. 1-6. A4 Conference proceedings
Data Protection & Security Challenges in Digital & IT Services: A Case Study
Panjwani Mehdi, Jäntti Marko. Teoksessa: -(toim.) , 2017. Proceedings of the International Conference on Computer and Applications ICCA'17. s. 379-383. IEEE A4 Conference proceedings
Exploring Service Desk Employees' Motivation and Rewarding
Jäntti Marko, Kallinen Henna. Teoksessa: -(toim.) , 2017. Proceedings of the International Conference on Service Systems and Service Management 2017 (ICSSSM). s. 1-6. IEEE A4 Conference proceedings
Proactive Management of IT Operations to Improve IT Services
Jäntti Marko, Cater-Steel Aileen. 2017. Journal of Information Systems and Technology Management. 14: 191-218 A1 Journal article (refereed), original research
Towards IT service management excellence
Jäntti Marko. 2017.
A model for analysing of information systems incidents: proactive approach
Saarelainen Kari, Jäntti Marko, Hujo Mika. Teoksessa: Themistocleous Marinos, Morabito Vincenzo, Ghoneim Ahmad(toim.) , 2016. Online Proceedings of the 13th European Mediterranean & Middle Eastern Conference on Information Systems (EMCIS). s. 304-318 (1-15). EMCIS A4 Conference proceedings
Human Errors in IT Services - HFACS Model in Root Cause Categorization
Saarelainen Kari, Jäntti Marko. 2016.
IT Service Management from a Perspective of Small and Medium sized Companies
Panjwani Mehdi, Jäntti Marko, Sormunen Juuso. Teoksessa: Paul Mark, Machado Ricardo J, Brito Miguel A, Amaral Vasco, Goulao Miguel(toim.) , 2016. Proceedings of the 10th International Conference on the Quality of Information and Communications Technology QUATIC 2016. s. 210-215. IEEE A3 Book section, Chapters in research books
The Anatomy of IT Service Incidents
Saarelainen Kari, Jäntti Marko. Teoksessa: Gary Weckman, Raimund Ege(toim.) , 2016. Proceedings of the The Eleventh International Conference on Systems ICONS. s. 55-61. IARIA A4 Conference proceedings
A Case Study on Improvement of Incident Investigation Process
Saarelainen Kari, Jäntti Marko. Teoksessa: O'Connor Rory V., Akkaya Mariye Umay , Kemaneci Kerem, Yilmaz Murat, Poth Alexander, Messnarz Richard(toim.) , 2015. Systems, Software and Services Process Improvement. s. 17-28. Springer Publishing Company A4 Conference proceedings
Creating an ITIL-based Multidimensional Incident Analytics Method: a Case Study
Saarelainen Kari, Jäntti Marko. Teoksessa: L. Koszalka & P. Lorenz(toim.) , 2015. Proceedings of The Tenth International Conference on Systems (ICONS). s. 24-29. IARIA A4 Conference proceedings
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 Journal article (refereed), original research
Quality and Human Errors in IT Service Infrastructures - Human error based root causes of incidents and their categorization
Saarelainen Kari, Jäntti Marko. Teoksessa: -(toim.) , 2015. Proceedings of the 11th International Conference on Innovations in Information Technology (IIT) 2015. s. 207-212. Wiley-IEEE press A4 Conference proceedings
Exploring the Role of IT Service Management and IT Service Governance within IT Governance
Jäntti, Marko; Virkanen, Hannu; Mykkänen, Juha; Hotti, Virpi. Teoksessa: Ning B, Chen J, Cai X, Zhang Z, Zhang R, Zhang J(toim.) , 2014. The 11th International Conference on Service Systems and Service Management ICSSSM'2014. s. 1-6. A4 Conference proceedings
IT Service Management in Multiple Actor Network: Service Support from Customer's Point of View
Lahtela Antti, Jäntti Marko. Teoksessa: -(toim.) , 2014. Proceedings of he Ninth International Conference on Systems. s. 197-202. IARIA A4 Conference proceedings
Implementing IT Service Management as an Organizational Change: Identifying Factors Affecting the Change Resistance
Jäntti Marko, Heikkinen Sanna. Teoksessa: -(toim.) , 2014. Proceedings of The Ninth International Conference on Software Engineering Advances (ICSEA 2014). s. 534-538. IARIA A4 Conference proceedings
Improving Change Management Systems and Processes
Jäntti Marko, Niskala Juha. Teoksessa: -(toim.) , 2014. Proceedings of The Ninth International Conference on Systems ICONS 2014. s. 220-225. IARIA A4 Conference proceedings
Creating a ITIL-based Software Incident Categorization Model for Measurement: A Case Study
Heikkinen Sanna, Suhonen Antti, Kurenniemi Mika, Jäntti Marko. Teoksessa: Lavazza, L. Oberhauser, R. Martin, A. Hassine, J. Gebhart, M. Jäntti, M. (toim.)(toim.) , 2013. Proceedings of the Eight International Conference on Software Engineering Advances (ICSEA 2013), October 27 - November 1, 2013, Venice, Italy. s. 450-456. IARIA A4 Conference proceedings
Exploring Self-Service Support Methods in IT Service Management
Jäntti Marko. Teoksessa: Cai, X. Chen, J. Jia, J. Xiao, Y. Zhou, S.(toim.) , 2013. Proceedings of 10th International Conference on Service Systems and Service Management (ICSSSM) July 17-19, 2013, Hong Kong, China. s. 179-184. IEEE A4 Conference proceedings
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. : 176-187 A1 Journal article (refereed), original research
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. Teoksessa: Lavazza, L. Oberhauser, R. Martin, A. Hassine, J. Gebhart, M. Jäntti, M. (toim.)(toim.) , 2013. Proceedings of the Eight International Conference on Software Engineering Advances (ICSEA 2013), October 27 - November 1, 2013, Venice, Italy. s. 457-464. IARIA A4 Conference proceedings
Improving IT Service Operation Processes
Jäntti Marko, Rout Terry. Teoksessa: (toim.) , 2013. Product-Focused Software Process Improvement. s. 359-362. Springer Berlin Heidelberg A4 Conference proceedings
Managing IT Service Releases in a Systematic Way: A Case Study Approach
Jäntti Marko, Suhonen Antti, Kurenniemi Mika. Teoksessa: Lavazza, L. Oberhauser, R. Martin, A. Hassine, J. Gebhart, M. Jäntti, M. (toim.)(toim.) , 2013. Proceedings of the Eight International Conference on Software Engineering Advances (ICSEA 2013), October 27 - November 1, 2013, Venice, Italy. s. 304-309. A4 Conference proceedings
Challenges and Problems in Product Portfolio Release and Deployment Management: A Case Study
Jokela Kristo, Jäntti Marko. Teoksessa: Chen Jian, Su Qiang (edited)(toim.) , 2012. ICSSSM'12, 9th International Conference on Service Systems and Service Management, July 2-4, 2012, Shanghai, China. s. 138-141. A4 Conference proceedings
Establishing a Continual Service Improvement Model: A Case Study
Heikkinen Sanna, Jäntti Marko. 2012. Communications in computer and information science. 301: 61-72 A1 Journal article (refereed), original research
Identifying IT Service Management Challenges: A Case Study in Two IT Service Provider Companies
Heikkinen Sanna, Jäntti Marko. Teoksessa: Hameurlain, A. Tjoa, A.Min. Wagner R.R.(toim.) , 2012. DEXA 2012, Twenty-Third International Workshop on Database and Expert Systems Applications, 3-6 September, Vienna, Austria. s. 55-59. IEEE computer society press A4 Conference proceedings
Inproving Service Level Management Practices: A Case Study in an IT Service Provider Organization
Jäntti Marko, Suhonen Antti. Teoksessa: Matsuo, T. Hashimoto, K. Hirokawa, S. (editors)(toim.) , 2012. Proceedings of the 1st IIAI International Conference on Advanced Applied Informatics (IIAI AAI 2012), September 20-22, 2012, Kyushu University, Fukuoka, Japan. s. 139-144. IEEE computer society press A4 Conference proceedings
Requirements Engineering for Software vs. Systems in General
Kaindl Hermann, Jäntti Marko, Mannaert Herwig, Nakamatsu Kazumi, Rieke Roland. Teoksessa: -(toim.) , 2012. Proceedings of the 7th International Conference on Systems (ICONS 2012), February 29 - March 5, 2012, Saint Gilles, Reunion, France. s. 190-192. A4 Conference proceedings
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: 203-215 A1 Journal article (refereed), original research
Challenges and Problems in Release Management Process: A Case Study
Lahtela Antti, Jäntti Marko. Teoksessa: -(toim.) , 2011. IEEE 2nd International Conference on Software Engineering and Service Science (ICSESS), 15-17 July 2011, Beijing, China. s. 10-13. IEEE A4 Conference proceedings
Exploring A Testing During Maintenance Process from IT Service Provider's Perspective
Jäntti Marko, Kujala Tehi. Teoksessa: -(toim.) , 2011. 5th International Conference on New Trends in Information Science and Service Science (NISS), 2011 (Volume:2 ). s. 318-323. IEEE A4 Conference proceedings
Exploring an IT Service Change Management Process: A Case Study
Jäntti Marko, Kainulainen Merja. Teoksessa: Berntzen, L. Smedberg, Å. Villafiorita, A. Szymanski, T and Day, D. (toim.)(toim.) , 2011. ICDS 2011, The Fifth International Conference on Digital Society, February 23-28, 2011 - Gosier Guadeloupe, France. s. -. A4 Conference proceedings
How Does Training Support Software Process Improvement in Organizational Changes?
Sihvonen Hanna-Miina, Jäntti Marko. Teoksessa: Tin, H.C. Kwack, K.D. and Fong, S. (editors).(toim.) , 2011. Proceedings The 5th International Conference on New Trends in Information Science and Service Science, NISS 2011, October 24 - 26, 2011, NISS Macao. s. 8-15. IEEE A4 Conference proceedings
Improving Incident Management Processes in Two IT Service Provider Companies
Jäntti Marko. Teoksessa: Morvan, F. Tjoa, A.M. Wagner, R.R.(toim.) , 2011. Proceedings of the 22nd International Workshop on Database and Expert Systems Applications (First International Workshop on IT Service Management and Its Support) 29 August - 2 September 2011 Toulouse, France. s. 26-30. IEEE A4 Conference proceedings
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 Journal article (refereed), original research
Establishing a Measurement System for IT Service Management Processes: A Case Study
Jäntti Marko, Lahtela Antti, Kaukola Jukka. 2010. International journal on advances in systems and measurements. 3: 125-136 A1 Journal article (refereed), original research
Establishing a Service Support Knowledge Base System: A Case Study
Jäntti Marko, Kalliokoski Jaakko, Vähäkainu Kyösti, Honkala Tuomas, Hakkarainen Tarja. Teoksessa: Ege Raimund, Koszalka Leszek(toim.) , 2010. The Fifth International Conference on Systems (ICONS 2010). s. 71-76. IEEE Computer Society, CPS Conference Publishing Services A4 Conference proceedings
Identifying Knowledge Management Challenges in a Service Desk: A Case Study
Jäntti Marko, Kalliokoski Jaakko. Teoksessa: Atzenbeck C, Dini O, Hitson M, Jerman-Blazic B(toim.) , 2010. The Second International Conference on Information, Process, and Knowledge Management (eKNOW 2010). s. 100-105. IEEE Computer Society A4 Conference proceedings
Implementing an ITIL-based IT Service Management System
Lahtela Antti, Jäntti Marko, Kaukola Jukka. Teoksessa: Berntzen Lasse, Bodendorf Freimut, Lawrence Elaine, Perry Mark, Smedberg Åsa(toim.) , 2010. 2010 Fourth International Conference on Digital Society (ICDS 2010). s. 249-254. CPS A4 Conference proceedings
Improving IT Service Management Process: A Case Study on IT Service Support
Lahtela A & Jäntti M. Teoksessa: (toim.) , 2010. 17th European Conference, EuroSPI 2010, Grenoble, France, September 2010. s. 95-106. A3 Book section, Chapters in research books
Improving Release an Patch Management Processes: An Empirical Case Study on Process Challenges
Sihvonen HM & Jäntti M. Teoksessa: Hall, J. Kaindl, H. Lavazza, L. Buchgeher, G. ja Takaki, O. (toim.)(toim.) , 2010. THe Fifth International Conference on Software Engineering Advances (ICSEA 2010), 22-27 August 2010 Nice, France. s. 232-237. IEEE Computer Society A4 Conference proceedings
Automated identification system for medication care process - Part I: System specification
Lahtela A, Jäntti M. Teoksessa: Luo Q, Yi J, Bin C(toim.) , 2009. CCCM 2009. Second ISECS International Colloquium on Computing, Communication, Control, and Management Proceedings. s. 277-281. IEEE A4 Conference proceedings
Defining requirements for an incident management system: a case study [cd-rom]
Jäntti M. Teoksessa: Ege R, Quattrociocchi W, Dragomirescu D, Dini O(toim.) , 2009. The Fourth International Conference on Systems (ICONS 2009). Proceedings. s. 184-189. IEEE Computer Society, IARIA A4 Conference proceedings
Knowledge management challenges in customer support: a case study [cd-rom)
Jäntti M, Tanskanen K, Kaukola J. Teoksessa: Kusiak A, Lee S(toim.) , 2009. International Conference on Information, Process, and Knowledge Management (eKNOW 2009). Proceedings. s. 78-83. IEE Computer Society, IARIA A4 Conference proceedings
Lessons learnt from the improvement of customer support processess: a case study on incident management
Jäntti M. 2009. Lecture notes in business information processing. : 317-331 A1 Journal article (refereed), original research
Difficulties in Managing Software Problems and Defects
Jäntti M. 2008. Kuopion yliopiston julkaisuja H. Informaatioteknologia ja kauppatieteet G5 Doctoral dissertation (article)
Establishing a knowledge base for problem management, part II
Jäntti M, Pylkkänen N. Teoksessa: Pahl C(toim.) , 2008. Proceedings of the IASTED International Conference on Software Engineering. As Part of the 26th IASTED Internatinal Multi-Conference on Applied Informatics. s. 226-231. ACTA Press A4 Conference proceedings
Improving customer support and maintenance processes: a single point of contact service model
Jäntti M. Teoksessa: Hruska T, Madeyski L, Ochodek M(toim.) , 2008. Software Engineering Techniques in Progress. 3rd IFIP TC2 Central and East European Conference on Software Engineering Techniques CEE-SET 2008. s. 261-270. Oficyna Wydawnicza Politechniki Wroclawskiej A4 Conference proceedings
Improving customer support processes: a case study
Jäntti M, Pylkkänen N. 2008. Lecture notes in computer science. : 317-329 A1 Journal article (refereed), original research
A checklist for evaluating the software problem management model: a case study
Jäntti M, Miettinen A, Vähäkainu K. Teoksessa: Hasselbring W(toim.) , 2007. Proceedings of the IASTED International Conference on Software Engineering as part of the 25th IASTED International Multi-Conference on Applied Informatics. s. 7-12. Acta Press A4 Conference proceedings
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 Journal article (refereed), original research
The role of problem management in customer support: a case study
Jäntti M, Pylkkänen N. Teoksessa: (toim.) , 2007. Proceedings of the 30th Information Systems Research Seminar in Scandinavia IRIS 2007. Models, Methods, and new Messages. s. [13]. A4 Conference proceedings
A conceptual model of IT service problem management
Jäntti M, Eerola A. Teoksessa: (toim.) , 2006. 2006 International Conference on Service Systems and Service Management. ICSSSM'06. CD-Rom Conference Proceedings. s. 798-803. IEEE A4 Conference proceedings
Challenges in implementing a knowledge base for software problem management
Jäntti M, Vähäkainu K. Teoksessa: Boumedine M, Touzet C(toim.) , 2006. Proceedings of the Fourth IASTED International Conference on Knowledge Sharing and Collaborative Engineering. s. 63-68. ACTA Press A4 Conference proceedings
Difficulties in establishing a defect management process: a case study
Jäntti M, Toroi T, Eerola A. 2006. Lecture notes in computer science. : 142-150 A1 Journal article (refereed), original research
Implementing a software problem management model, a case study [cd-rom]
Jäntti M, Miettinen A. Teoksessa: (toim.) , 2006. IRIS 29 Elsinore. 29th Information Systems Research Seminar in Scandinavia. Paradigms Politics Paradoxes. Proceedings. s. [13 s.]. The Iris Association A4 Conference proceedings
Improving service management in supply chains
Karhunen H, Eerola A, Jäntti M. Teoksessa: (toim.) , 2006. 2006 International Conference on Service Systems and Service Management. ICSSSM'06. CD-Rom Conference Proceedings. s. 1415-1420. IEEE A4 Conference proceedings
Improving the software problem management process: a case study
Jäntti M, Kinnunen K. 2006. Lecture notes in computer science. : 40-49 A1 Journal article (refereed), original research
Service-oriented software engineering (SOSE) framework
Karhunen H, Jäntti M, Eerola A. Teoksessa: Chen J(toim.) , 2005. 2005 International Conference on Services Systems and Services Management - Proceedings of ICSSSM'05. s. 1199-1205. IEEE A4 Conference proceedings
The rationale for building a business case in software development: a case study
Jäntti Marko. Teoksessa: Husrad E, Munkvold BE, Rolland K, Flak LS(toim.) , 2005. Proceedings of the 28th Information Systems Research Seminar in Scandinavia. IRIS 28. s. [15.9.2005]. Agder University College A4 Conference proceedings
Ydinpalvelurajapinnat (käyttäjä, käyttöoikeus, potilas): Tekninen liittymämäärittely http- ja XML-tekniikoilla. Versio 2.1. HL7 Finland, 2005. 53 s.
Sormunen M, Jäntti M, Rannanheimo J & Mykkänen J. 2005. . . D4 Published development or research report or study
Common core service interfaces: Applicability of international standards to existing software in Finland
Porrasmaa J, Mykkänen J, Savolainen S, Korpela M, Sormunen M, Riekkinen A, Jäntti M, Silvennoinen R & Rannanheimo J. 2004.
Testing component-based systems - the integrator viewpoint [cd-rom]
Toroi T, Jäntti M, Mykkänen J, Eerola A. Teoksessa: (toim.) , 2004. IRIS 27. Information Systems Research Seminar in Scandinavia (Proceedings of the 27th IRIS). s. [22 s.]. A4 Conference proceedings
UML-based testing: a case study
Jäntti M, Toroi T. Teoksessa: Koskimies K, Kuzniarz L, Lilius J, Porres I(toim.) , 2004. Proceedings of NWUML'2004. 2nd Nordic Workshop on the Unified Modeling Language. s. 33-44. Turku Centre for Computer Science A4 Conference proceedings

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Marko Jäntti

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

Towards IT service management excellence

A model for analysing of information systems incidents: proactive approach

Human Errors in IT Services - HFACS Model in Root Cause Categorization

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

Challenges and Problems in Release Management Process: A Case Study

Exploring A Testing During Maintenance Process from IT Service Provider's Perspective

Exploring an IT Service Change Management Process: A Case Study

How Does Training Support Software Process Improvement in Organizational Changes?

Improving Incident Management Processes in Two IT Service Provider Companies

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

Establishing a Measurement System for IT Service Management Processes: A Case Study

Establishing a Service Support Knowledge Base System: A Case Study

Identifying Knowledge Management Challenges in a Service Desk: A Case Study

Implementing an ITIL-based IT Service Management System

Improving IT Service Management Process: A Case Study on IT Service Support

Improving Release an Patch Management Processes: An Empirical Case Study on Process Challenges

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

Ydinpalvelurajapinnat (käyttäjä, käyttöoikeus, potilas): Tekninen liittymämäärittely http- ja XML-tekniikoilla. Versio 2.1. HL7 Finland, 2005. 53 s.

Common core service interfaces: Applicability of international standards to existing software in Finland

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

UML-based testing: a case study