Engineering and Management of IT-based Service Systems

1. Knowledge Management in ITSM: Applying the DIKW Model
Sue Conger, Jack Probst

2. IT Governance in a Malaysian Public Institute of Higher Learning and Intelligent Decision Making Support System Solution
Abdul Rahman Ahlan, Yusri Arshad, Binyamin A. Ajayi

3. DSS Based IT Service Support Process Reengineering Using ITIL: A Case Study
Raul Valverde, Malleswara Talla

4. Managing Cloud Services with IT Service Management Practices
Koray Erek, Thorsten Proehl, Ruediger Zarnekow

5. Towards Semantic Support for Business Process Integration
Roberto Pérez López Castro, Inty Sáez Mosquera, Jorge Marx Gómez

6. Integrating ERP with Negotiation Tools in Supply Chain
Paolo Renna

7. Adaptive Applications: Definition and Usability in IT-based Service Systems Management
Ammar Memari, Jorge Marx Gómez

8. Attitude-based Consensus Model for Heterogeneous Multi-criteria Large-Scale Group Decision Making: Application to IT-based Services Management
Iván Palomares, Luis Martínez

9. Improving Decision-Making for Clinical Research and Health Administration
Alexandra Pomares-Quimbaya, Rafael A. González, Wilson-Ricardo Bohórquez, Oscar Mauricio Muñoz, Olga Milena García, Dario Londoño

10. Architecture for Business Intelligence Design on the IT Service Management Scope
C. P. Marin Ortega, C. P. Pérez Lorences, -Ing. Habil J. Marx-Gómez

11. Improving IT Service Management with Decision-Making Support Systems
Manuel Mora, Gloria Phillips-Wren, Francisco Cervantes-Pérez, Leonardo Garrido, Ovsei Gelman

Avainsanat: Engineering, Computational Intelligence, Artificial Intelligence (incl. Robotics)