1. Diao, Y., Keller, A.: Quantifying the complexity of IT service management processes. In: State, R., Meer, S., O’Sullivan, D., Pfeifer, T. (eds.) DSOM 2006. LNCS, vol. 4269, pp. 61–73. Springer, Heidelberg (2006). doi:
10.1007/11907466_6
2. Diao, Y., Bhattacharya, K.: Estimating business value of IT services through process complexity analysis. In: Proceedings of IEEE/IFIP NOMS, pp. 208–215. IEEE, Salvador (2008)
3. Servicenow product documentation.
https://docs.servicenow.com/
. Accessed 04 Jun 2017
4. Toteva, Z., Alonso, R.A., Granda, E.A., Cheimariou, M.-E., Fedorko, I., Hefferman, J., Lemaitre, S., Clavo, D.M., Pedreira, P.M., Mira, O.P.: Service management at CERN with service-now. J. Phys. 396, 1–7 (2012)
5. Chef: Deploy new code faster and more frequently. automate infrastructure and applications — chef.
https://www.chef.io/
. Accessed 04 Jun 2017