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Implementing an ITIL-Based IT Service Management Measurement System
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  • 1984Case Study Research: Design and Methods82,022 cited
  • 1991Case Study Research: Design and Methods39,631 cited

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  • 2011IT SERVICE MANAGEMENT : TOWARDS A CONTINGENCY THEORY OF PERFORMANCE MEASUREMENT10 cited
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  • 2016Avaliação de desempenho de serviços de tecnologia da informação: identificação do estado da arte por meio de um processo de pesquisa construtivista e análise bibliométrica

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