Abhijit Bose, Aliza Heching, Sambit Sahu. A Framework for Model-Based Continuous Improvement of Global IT Service Delivery Operations. In 2008 IEEE International Conference on Services Computing (SCC 2008), 8-11 July 2008, Honolulu, Hawaii, USA. pages 197-204, IEEE Computer Society, 2008. [doi]
Abstract is missing.