1. Amaral R, Oliveira DE (2014) “Service Desk-Uma análise do grau de maturidade nos processos e serviços prestados plea central de serviços da TI ASAV”. Universidade do Vale do Rio dos Sinos.
2. Survey example for the change management process is available at: https://doi.org/10.6084/m9.figshare.23503494.v2
3. Arraj,Valerie (2013) "ITIL®: The basics". Compliance Process Partners LLC.
4. Atherton, M. (2007) “Deploying CMDB technology”. Freeform Dynamics: Business Community Research Report: 1-19.
5. Auxis (2021) “The Importance of Adopting Formal IT Service Management”. Available from: https://www.auxis.com/blog/importance-it-service-management [Accessed 2023-05-05].