Bianca Trinkenreich and Gleison Santos. 2015. Incident Management Assessment in the Light of MR-MPS-SV and Measurement to Support IT Service Quality Improvement. In Proceedings of the 14th Brazilian Symposium on Software Quality, August 17, 2015, Manaus, Brasil. SBC, Porto Alegre, Brasil, 220-227. DOI: https://doi.org/10.5753/sbqs.2015.15226.