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Publications of Author

1. Marko Jäntti, Kari Kinnunen
   Improving the Software Problem Management Process: A Case Study. [Citation Graph (0, 0)][DBLP]
   EuroSPI, 2006, pp:40-49 [Conf]
   
2. Marko Jäntti, Tanja Toroi, Anne Eerola
   Difficulties in Establishing a Defect Management Process: A Case Study. [Citation Graph (0, 0)][DBLP]
   PROFES, 2006, pp:142-150 [Conf]
   
3. Marko Jäntti, Aki Miettinen, Niko Pylkkänen, Tommi Kainulainen
   Improving the Problem Management Process from Knowledge Management Perspective. [Citation Graph (0, 0)][DBLP]
   PROFES, 2007, pp:389-401 [Conf]
   
4. 
   Improving Customer Support Processes: A Case Study. [Citation Graph (, )][DBLP]
   
   
5. 
   Lessons Learnt from the Improvement of Customer Support Processes: A Case Study on Incident Management. [Citation Graph (, )][DBLP]
   
   
6. 
   Implementing an ITIL-Based IT Service Management Measurement System. [Citation Graph (, )][DBLP]
   
   
7. 
   Defining Requirements for an Incident Management System: A Case Study. [Citation Graph (, )][DBLP]
   
   
8. 
   Identifying Knowledge Management Challenges in a Service Desk: A Case Study. [Citation Graph (, )][DBLP]
   
   
9. 
   Knowledge Management Challenges in Customer Support: A Case Study. [Citation Graph (, )][DBLP]