DIIRR, T.; SANTOS, G. Improvement of IT service processes: a study of critical success factors. Journal of Software Engineering Research and Development, [S. l.], v. 2, p. 4:1 – 4:21, 2014. Disponível em: https://sol.sbc.org.br/journals/index.php/jserd/article/view/405. Acesso em: 29 mar. 2024.