Fernando Brito e Abreu, Raquel de Bragança V. da Porciúncula, Jorge Manuel Freitas, José Carlos Costa. Definition and Validation of Metrics for ITSM Process Models. In Fernando Brito e Abreu, João Pascoal Faria, Ricardo Jorge Machado, editors, Quality of Information and Communications Technology, 7th International Conference on the Quality of Information and Communications Technology, QUATIC 2010, Porto, Portugal, 29 September - 2 October, 2010, Proceedings. pages 79-88, IEEE Computer Society, 2010. [doi]
Abstract is missing.