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 18 September 2019]. Available from: https://publications.waset.org/pdf/10007660.