Thiago Barroero, Gianmario Motta, Giovanni Pignatelli, Mario A. Bochicchio, Antonella Longo, Alessandra Raffone. Aligning IT Service Levels and Business Performance: A Case Study. In 2010 IEEE International Conference on Services Computing, SCC 2010, Miami, Florida, USA, July 5-10, 2010. pages 570-577, IEEE Computer Society, 2010. [doi]
Abstract is missing.