| 1 | -- | 15 | Manuel Mora, Rory O Connor, Mahesh S. Raisinghani, Jorge Macías-Luévano, Ovsei Gelman. An IT Service Engineering and Management Framework (ITS-EMF) |
| 16 | -- | 47 | Stuart D. Galup, Ronald Dattero, Jayne Groll. DNA Model of IT Service Assets |
| 48 | -- | 64 | Rajiv Sindwani, Vikram Singh, Sandeep Grover. Identification of Attributes of TQM in an Educational Institute: A System Model |
| 65 | -- | 81 | María Cruz Valiente, Cristina Vicente-Chicote, Daniel Rodríguez. An Ontology-Based and Model-Driven Approach for Designing IT Service Management Systems |