Pablo Cardozo Herrera, Innovation in Information Technology Services: Framework to Improve the Effectiveness and Efficiency of Information Technology Service Management Processes, Projects and Decision Support Management . journal = {International Journal of Economics and Management Engineering}, [online]. World Academy of Science, Engineering and Technology. June 2017, vol. 128(8). 2078 - 2085 [viewed 20 September 2024]. Available from: https://publications.waset.org/pdf/10007660.