Search results for "ITIL"

Hits ?▲	Authors	Title	Venue	Year	Link	Author keywords
117	Axel Hochstein, Rüdiger Zarnekow, Walter Brenner	ITIL as Common Practice Reference Model for IT Service Management: Formal Assessment and Implications for Practice.	EEE	2005	DBLP DOI BibTeX RDF
107	Bom Soo Kim, Young Dae Kim, Chan Kyou Hwang, Jae-Hyoung Yoo	A Mechanism of KEDB-Centric Fault Management to Optimize the Realization of ITIL Based ITSM.	APNOMS	2007	DBLP DOI BibTeX RDF	ITSM, KEDB, Change Management, Fault Management, ITIL, Incident Management, Service Support, Problem Management
101	Thomas Schaaf	The IT Infrastructure Library (ITIL) - An Introduction for Practitioners and Researchers. (PDF / PS)	AIMS	2007	DBLP DOI BibTeX RDF
91	Kelly McLaughlin, Fred Damiano	American ITIL.	SIGUCCS	2007	DBLP DOI BibTeX RDF	ITIL®, ola, operational level agreements, service catalogue, sla, service level agreements, incident management, service level management, problem management
91	Ramisa Kashanchi, Janet Toland	Can ITIL contribute to IT/business alignment? An initial investigation.	Wirtschaftsinf.	2006	DBLP DOI BibTeX RDF	Strategic Alignment Model (SAM), Information Technology Service Management (ITSM), Fit, Information Technology Infrastructure Library (ITIL), Strategic Alignment
75	Mohammad Sharifi, Masarat Ayat, Shamsul Sahibuddin	Implementing ITIL-Based CMDB in the Organizations to Minimize or Remove Service Quality Gaps.	Asia International Conference on Modelling and Simulation	2008	DBLP DOI BibTeX RDF	CMDB, Service Quality, ITIL, Gap
75	Zhenning Shangguan, Zhipeng Gao, Kai Zhu	Ontology-Based Process Modeling Using eTOM and ITIL.	CONFENIS (2)	2007	DBLP DOI BibTeX RDF	Ontology, Business process modeling, ITIL, OWLS, eTOM
69	Thomas Schaaf	Frameworks for Business-driven Service Level Management: A Criteria-based Comparison of ITIL and NGOSS.	BDIM	2007	DBLP DOI BibTeX RDF
64	Marko Jäntti	Lessons Learnt from the Improvement of Customer Support Processes: A Case Study on Incident Management.	PROFES	2009	DBLP DOI BibTeX RDF	incident, customer support, service desk
59	Shamsul Sahibuddin, Mohammad Sharifi, Masarat Ayat	Combining ITIL, COBIT and ISO/IEC 27002 in Order to Design a Comprehensive IT Framework in Organizations.	Asia International Conference on Modelling and Simulation	2008	DBLP DOI BibTeX RDF	COBIT, ISO/IEC 27002, IT Framework, ITIL
54	Magdalena Arcilla, José Antonio Calvo-Manzano, Gonzalo Cuevas Agustín, Gerzón Gómez, Elena Ruiz, Tomás San Feliu Gilabert	A Solution for Establishing the Information Technology Service Management Processes Implementation Sequence.	EuroSPI	2008	DBLP DOI BibTeX RDF	Service Management, ITIL, Service Delivery, Service Support
53	Michael Brenner 0002, Markus Garschhammer, Martin Sailer, Thomas Schaaf	CMDB - Yet Another MIB? On Reusing Management Model Concepts in ITIL Configuration Management.	DSOM	2006	DBLP DOI BibTeX RDF
53	Béatrix Barafort, Bernard Di Renzo, Olivier Merlan	Benefits Resulting from the Combined Use of ISO/IEC 15504 with the Information Technology Infrastructure Library (ITIL).	PROFES	2002	DBLP DOI BibTeX RDF
48	Larisa Shwartz, Naga Ayachitula, Melissa J. Buco, Maheswaran Surendra, Christopher Ward, Steve Weinberger	Service Provider Considerations for IT Service Management.	Integrated Network Management	2007	DBLP DOI BibTeX RDF
48	Heinz-Theo Wagner	Managing the Impact of IT on Firm Success: The Link between the Resource-Based View and the IT Infrastructure Library.	HICSS	2006	DBLP DOI BibTeX RDF
43	Ruben Filipe de Sousa Pereira, Miguel Mira da Silva	A Maturity Model for Implementing ITIL V3 in Practice.	EDOCW	2011	DBLP DOI BibTeX RDF	implementation, maturity model, ITIL
43	Antti Lahtela, Marko Jäntti, Jukka Kaukola	Implementing an ITIL-Based IT Service Management Measurement System.	ICDS	2010	DBLP DOI BibTeX RDF	Measurement, ITIL, IT Service Management
43	Ruben Filipe de Sousa Pereira, Miguel Mira da Silva	A Maturity Model for Implementing ITIL v3.	SERVICES	2010	DBLP DOI BibTeX RDF	implementation, maturity model, ITIL
41	Erik Heimann	Analyse von ITIL als Ansatz zur Umsetzung des IT-Service Managements (Analyzing ITIL as an approach towards the implementation of IT-service management) (PDF / PS)		2019	DOI RDF
41	Bertrand Verlaine, Ivan Jureta, Stéphane Faulkner	How Can ITIL and Agile Project Management Coexist? - An Adaptation of the ITIL V.3 Life Cycle in Order to Integrate SCRUM.	IESS	2016	DBLP DOI BibTeX RDF
41	Tom R. Eikebrokk, Jon Iden	ITIL Implementation: The Role of ITIL Software and Project Quality.	DEXA Workshops	2012	DBLP DOI BibTeX RDF
41	Adam Grummitt, Brian Johnson	"Knot not ITIL: How Not to Undo the ITSM Knot using 'ITSM from Hell Based on Not ITIL', Part 1 of 2".	Int. CMG Conference	2008	DBLP BibTeX RDF
41	Charles Hoover	ITIL vs. agile programming: Is the agile programming discipline compatible with the ITIL framework?	Int. CMG Conference	2006	DBLP BibTeX RDF
41	Manfred Brandstätter, Thomas Peruzzi	Open-ITIL - ein Ansatz zur Akzeptanz-Verstärkung für den Einsatz von IT-Service Management nach ITIL in Klein- und Mittelunternehmen.	Data Warehousing	2006	DBLP BibTeX RDF
38	Stacey B. Morales	Do you want to leave a trail or make a path?	SIGUCCS	2008	DBLP DOI BibTeX RDF	management, service, support, customer service, ITIL
38	Jayshankar Sankarasetty, Kevin Mobley, Libby Foster, Tad Hammer, Terri Calderone	Software performance in the real world: personal lessons from the performance trauma team.	WOSP	2007	DBLP DOI BibTeX RDF	software performance management, project management, software performance engineering, performance testing, six sigma, ITIL
38	Jacques Philippe Sauvé, Rodrigo Rebouças, Antão Moura, Claudio Bartolini, Abdel Boulmakoul, David Trastour	Business-Driven Decision Support for Change Management: Planning and Scheduling of Changes.	DSOM	2006	DBLP DOI BibTeX RDF	business metrics, business impact, decision and negotiation support tools, performance evaluation, modeling, Change management, Information Technology Infrastructure Library (ITIL), service level management, business-driven IT management
37	Zhitao Huang, Pavol Zavarsky, Ron Ruhl	An Efficient Framework for IT Controls of Bill 198 (Canada Sarbanes-Oxley) Compliance by Aligning COBIT 4.1, ITIL v3 and ISO/IEC 27002.	CSE (3)	2009	DBLP DOI BibTeX RDF
37	Andreas Hanemann	Refining ITIL/eTOM Processes for Automation in Service Fault Management.	BDIM	2007	DBLP DOI BibTeX RDF
37	Zhen Wang, Xin-yu Zhang	An ITIL-based IT Service Management Model for Chinese Universities.	SERA	2007	DBLP DOI BibTeX RDF
32	Yixin Diao, Kamal Bhattacharya	Estimating business value of IT services through process complexity analysis.	NOMS	2008	DBLP DOI BibTeX RDF
32	Stewart H. C. Wan, Yuk-Hee Chan	IT Service Management for Campus Environment-Practical Concerns in Implementation.	Integrated Network Management	2007	DBLP DOI BibTeX RDF
32	Kenneth Janz, Emily Gruenert	Creating a story and message about information technology on your campus: the power of a technology profile.	SIGUCCS	2007	DBLP DOI BibTeX RDF	annual report, communications assessment, technology profile, technoogy planning, collaboration, communications, documentation, survey, marketing, focus groups, faculty development, technology training, communication strategies, staff development, support services, technology needs assessment
32	Marko Jäntti, Aki Miettinen, Niko Pylkkänen, Tommi Kainulainen	Improving the Problem Management Process from Knowledge Management Perspective.	PROFES	2007	DBLP DOI BibTeX RDF
32	Larisa Shwartz, Naga Ayachitula, Melissa J. Buco, Genady Grabarnik, Maheswaran Surendra, Christopher Ward, Steve Weinberger	IT Service Provider's Multi-Customer and Multi-Tenant Environments.	CEC/EEE	2007	DBLP DOI BibTeX RDF
32	Naga Ayachitula, Melissa J. Buco, Yixin Diao, Maheswaran Surendra, Raju Pavuluri, Larisa Shwartz, Christopher Ward	IT service management automation - A hybrid methodology to integrate and orchestrate collaborative human centric and automation centric workflows.	IEEE SCC	2007	DBLP DOI BibTeX RDF
32	Marko Jäntti, Kari Kinnunen	Improving the Software Problem Management Process: A Case Study.	EuroSPI	2006	DBLP DOI BibTeX RDF
32	Claudio Bartolini, Mathias Sallé	Business Driven Prioritization of Service Incidents.	DSOM	2004	DBLP DOI BibTeX RDF
22	Elahe Najafi, Ahmad Baraani 0001	KASRA Framework: A Service Oriented Enterprise Architecture Framework (SOEAF).	SERVICES	2010	DBLP DOI BibTeX RDF	Service Oriented Enterprise Architecture (SOEA), Service Oriented Enterprise Architecture Framework (SOEAF), Enterprise Architecture Framework (EAF), Enterprise Architecture, Information Technology Infrastructure Library (ITIL)
22	Magno Queiroz, Antão Moura, Jacques Philippe Sauvé, Claudio Bartolini, Marianne Hickey	A model for decision support in business-driven IT service portfolio management using SLA-dependent criteria and under uncertainty.	MEDES	2009	DBLP DOI BibTeX RDF	IT service portfolio management, interval arithmetic, probability distribution, information technology infrastructure library (ITIL), balanced scorecard
22	Claudio Bartolini, Cesare Stefanelli, Mauro Tortonesi	SYMIAN: A Simulation Tool for the Optimization of the IT Incident Management Process.	DSOM	2008	DBLP DOI BibTeX RDF	Business-driven IT management (BDIM), decision support, Information Technology Infrastructure Library (ITIL), IT service management, incident management
22	João Caldeira, Fernando Brito e Abreu	Influential Factors on Incident Management: Lessons Learned from a Large Sample of Products in Operation.	PROFES	2008	DBLP DOI BibTeX RDF	Release and Deployment Management, Software development, Software Quality, Empirical Software Engineering, ITIL, Services Science, Incident Management, Problem Management
22	Melanie Himsl, Daniel Jabornig, Werner Leithner, Peter Regner, Thomas Wiesinger, Josef Küng, Dirk Draheim	An Iterative Process for Adaptive Meta- and Instance Modeling.	DEXA	2007	DBLP DOI BibTeX RDF	Iterative Modeling Process, Metamodeling, IT-Infrastructure Library (ITIL), Adaptive Modeling, Model Evolution
22	Stuart Diaz Galup, Sue A. Conger, Ronald Dattero, Anthony Orr, Ron Palmer, Jack Probst, Paul Kontogiorgis	IT service management: academic programs face the issues of globalization.	CPR	2007	DBLP DOI BibTeX RDF	ISO 20000, ITIL, IT service management
22	Stuart Diaz Galup, Jim J. Quan, Ronald Dattero, Sue A. Conger	Information technology service management: an emerging area for academic research and pedagogical development.	CPR	2007	DBLP DOI BibTeX RDF	ISO/IEC20000, process theory, ITIL, service science, IT service management
21	Dale Dzemydiene, Sigita Turskiene, Irma Sileikiene	Development of ICT Infrastructure Management Services for Optimization of Administration of Educational Institution Activities by Using ITIL-V4.	Balt. J. Mod. Comput.	2023	DBLP DOI BibTeX RDF
21	Dayu Wang, Daojun Zhong, Liang Li	A comprehensive study of the role of cloud computing on the information technology infrastructure library (ITIL) processes.	Libr. Hi Tech	2022	DBLP DOI BibTeX RDF
21	Mounir Ketata, Zied Loukil, Faïez Gargouri	Intervention Planning in ITIL Context: Constraint-Based Modeling and Symmetry-Based Filtering Techniques.	Int. J. Serv. Sci. Manag. Eng. Technol.	2021	DBLP DOI BibTeX RDF
21	Nina Rizun, Aleksandra Revina, Vera G. Meister	Assessing business process complexity based on textual data: Evidence from ITIL IT ticket processing.	Bus. Process. Manag. J.	2021	DBLP DOI BibTeX RDF
21	Pedro Fernandes Anunciação, Nuno Geada	Change Management Perceptions in Portuguese Hospital Institutions Through ITIL.	Int. J. Heal. Inf. Syst. Informatics	2021	DBLP DOI BibTeX RDF
21	Abhishek Mahalle, Jianming Yong, Xiaohui Tao	ITIL process management to mitigate operations risk in cloud architecture infrastructure for banking and financial services industry.	Web Intell.	2020	DBLP DOI BibTeX RDF
21	Rasbihari Dayal, Vijayakumar Varadarajan 0001, Rahul Chandra Kushwaha, Abhishek Kumar, Visvam Devadoss Ambeth Kumar, Ankit Kumar	A cognitive model for adopting ITIL framework to improve IT services in Indian IT industries.	J. Intell. Fuzzy Syst.	2020	DBLP DOI BibTeX RDF
21	Martin Rost, Sebastian Welke	SDM 2.0 und ITIL 4 , , verschränkt".	Datenschutz und Datensicherheit	2020	DBLP DOI BibTeX RDF
21	Rafael Almeida, Paloma Andrade Gonçalves, Inês Percheiro, Miguel Mira da Silva, César Jesús Pardo Calvache	Integrating COBIT 5 PAM and TIPA for ITIL Using an Ontology Matching System.	Int. J. Hum. Cap. Inf. Technol. Prof.	2020	DBLP DOI BibTeX RDF
21	Stuart D. Galup, Ronald Dattero, Jing Quan 0001	What do agile, lean, and ITIL mean to DevOps?	Commun. ACM	2020	DBLP DOI BibTeX RDF
21	Aida Granulo, Anel Tanovic	The advantage of using SWOT analysis for companies with implemented ITIL framework processes.	MIPRO	2020	DBLP DOI BibTeX RDF
21	Derrick Berger, Narasimha K. Shashidhar, Cihan Varol	Using ITIL 4 in Security Management.	ISDFS	2020	DBLP DOI BibTeX RDF
21	Gaurav Shekhar	Instructor led training and Certification - ITIL V4 Foundation.	SIGITE	2020	DBLP DOI BibTeX RDF
21	Malcolm Blumberg, Aileen Cater-Steel, Mohammad Mehdi Rajaeian, Jeffrey Soar	Effective organisational change to achieve successful ITIL implementation.	J. Enterp. Inf. Manag.	2019	DBLP DOI BibTeX RDF
21	Elena Orta, Mercedes Ruiz	Met4ITIL: A process management and simulation-based method for implementing ITIL.	Comput. Stand. Interfaces	2019	DBLP DOI BibTeX RDF
21	Abir El Yamami, Khalifa Mansouri, Mohammed Qbadou, El Hossein Illoussamen	Introducing ITIL Framework in Small Enterprises: Tailoring ITSM Practices to the Size of Company.	Int. J. Inf. Technol. Syst. Approach	2019	DBLP DOI BibTeX RDF
21	Teresa Lucio-Nieto, Dora Luz González-Bañales	Exploring ITIL® Implementation Challenges in Latin American Companies.	Int. J. Inf. Technol. Syst. Approach	2019	DBLP DOI BibTeX RDF
21	Nikolaus Obwegeser, Daniel T. Nielsen, Nicklas M. Spandet	Continual Process Improvement for ITIL Service Operations: A Lean Perspective.	Inf. Syst. Manag.	2019	DBLP DOI BibTeX RDF
21	Rudy Yandri, Suharjito, Ditdit Nugeraha Utama, Amalia Zahra	Evaluation Model for the Implementation of Information Technology Service Management using Fuzzy ITIL.	ICCSCI	2019	DBLP DOI BibTeX RDF
21	Henrich Brandes	Synergien bei der Implementierung des Kreditkartensicherheitsstandards PCI-DSS durch ISO 2700x, ISO 20000 und ITIL.	HMD Prax. Wirtsch.	2018	DBLP DOI BibTeX RDF
21	Fernando Couto, Lucila Ishitani	Implantação do módulo de Gestão da Configuração do framework ITIL: um estudo de caso.	Braz. J. Inf. Syst.	2018	DBLP DOI BibTeX RDF
21	Sune Dueholm Müller, Christian G. de Lichtenberg	The culture of ITIL: Values and implementation challenges.	Inf. Syst. Manag.	2018	DBLP DOI BibTeX RDF
21	Nuno Encantado Faria, Miguel Mira da Silva	Selecting a Software Tool for ITIL using a Multiple Criteria Decision Analysis Approach.	ISD	2018	DBLP BibTeX RDF
21	Abhishek Mahalle, Jianming Yong, Xiaohui Tao	ITIL Processes to Control Operational Risk in Cloud Architecture Infrastructure for Banking and Financial Services Industry.	BESC	2018	DBLP DOI BibTeX RDF
21	Dikdik Permana Wigandi, Sfenrianto Sfenrianto	Analysis of Information Technology Management Using ITIL Version 3 (Case Study: Al-Azhar 4 Islamic High School).	IC3INA	2018	DBLP DOI BibTeX RDF
21	Eduardo Isacás-Ojeda, Monserrate Intriago-Pazmiño, Hernán Ordoñez-Calero, Elizabeth Salazar Jácome, Wilson Sánchez-Ocaña	Integrated Framework for the Civil Construction Projects Management by Mean PMBOK, ISO 21500 and ITIL V3.	WorldCIST (1)	2018	DBLP DOI BibTeX RDF
21	Juan Luis Rubio, Roberto Camazón	A literature review about sequencing ITIL processes.	DATA	2018	DBLP DOI BibTeX RDF
21	Henry F. López G., Oscar G. Paredes C., Freddy M. Tapia L.	Cloud Computing - Design of a Management Model for Service Migration using ITIL as Knowledge Manager.	ICEIS (1)	2018	DBLP DOI BibTeX RDF
21	Martin Beims	ITIL: Wundermittel für IT-Services?	Wirtschaftsinformatik Manag.	2017	DBLP DOI BibTeX RDF
21	Mayla Alimam, Emmanuel Bertin, Noël Crespi	ITIL perspective on enterprise social media.	Int. J. Inf. Manag.	2017	DBLP DOI BibTeX RDF
21	Aaron W. Smith, Nayem Rahman	Can Agile, Lean and ITIL Coexist?	Int. J. Knowl. Based Organ.	2017	DBLP DOI BibTeX RDF
21	James J. Cusick	Achieving and Managing Availability SLAs with ITIL Driven Processes, DevOps, and Workflow Tools.	CoRR	2017	DBLP BibTeX RDF
21	Stefan Cronholm, Kaimar Karu, Hannes Göbel, Philip Hearsum, Peter Hero	IT Service Management: The Alignment of ITIL Practitioner with Service-Dominant Logic.	ACIS	2017	DBLP BibTeX RDF
21	Durga Prasad Muni, Suman Roy 0001, Yeung Tack Yan John John Lew Chiang, Antoine Jean-Marie Viallet, Navin Budhiraja	Recommending resolutions of ITIL services tickets using Deep Neural Network.	CODS	2017	DBLP DOI BibTeX RDF
21	Johannes Tenschert, Jana-Rebecca Rehse, Peter Fettke, Richard Lenz	Speech Acts in Actual Processes: Evaluation of Interfaces and Triggers in ITIL.	Business Process Management Workshops	2017	DBLP DOI BibTeX RDF
21	Ivan Ivosic	Synergy of ITIL methodology and help users systems.	MIPRO	2017	DBLP DOI BibTeX RDF
21	Mounir Ketata, Zied Loukil, Faïez Gargouri	Filtering techniques for the intervention planning problems case of incident management in ITIL context.	ICNC-FSKD	2017	DBLP DOI BibTeX RDF
21	Firman Hartawan, Jarot S. Suroso	Information Technology Services Evaluation Based ITIL V3 2011 and COBIT 5 in Center for Data and Information.	ACIIDS (2)	2017	DBLP DOI BibTeX RDF
21	Luiz Topin, Eduardo N. Borges, Luciano M. Ribeiro	Uma abordagem para adequação de serviços baseada em práticas da ITIL.	SBSI	2017	DBLP DOI BibTeX RDF
21	Inês Percheiro, Rafael Almeida, Pedro Linares Pinto, Miguel Mira da Silva	Towards Conceptual Meta-Modeling of ITIL and COBIT 5.	EMCIS	2017	DBLP DOI BibTeX RDF
21	Stuart Diaz Galup, Ronald Dattero, Jing Quan 0001	The Compensation Benefit of ITIL® Skills and Certifications.	Int. J. Serv. Sci. Manag. Eng. Technol.	2016	DBLP DOI BibTeX RDF
21	Nancy Judith Cruz-Hinojosa, José Antonio Gutiérrez de Mesa	Literature review of the situation research faces in the application of ITIL in Small and Medium Enterprises.	Comput. Stand. Interfaces	2016	DBLP DOI BibTeX RDF
21	Stefan Cronholm, Hannes Göbel	ITIL compliance with a Service Perspective: a Review Based on Service-Dominant Logic.	ACIS	2016	DBLP BibTeX RDF
21	Stéphane Cortina, Béatrix Barafort, Michel Picard, Alain Renault	Using a Process Assessment Model to Prepare for an ISO/IEC 20000-1 Certification: ISO/IEC 15504-8 or TIPA for ITIL?	EuroSPI	2016	DBLP DOI BibTeX RDF
21	Rafael Almeida, Pedro Linares Pinto, Miguel Mira da Silva	Using ArchiMate to Assess COBIT 5 and ITIL Implementations.	ISD	2016	DBLP BibTeX RDF
21	Abir El Yamami, Khalifa Mansouri, Mohammed Qbadou, El Hossein Illoussamen	Toward a new multi-agents architecture for the adoption of ITIL framework by small and medium-sized enterprises.	CIST	2016	DBLP DOI BibTeX RDF
21	Anja Fiegler, André Zwanziger, Sebastian Herden, Reiner R. Dumke	Quality Measurement of ITIL Processes in Cloud Systems.	IWSM-Mensura	2016	DBLP DOI BibTeX RDF
21	Jon Iden, Tom Roar Eikebrokk	The impact of senior management involvement, organisational commitment and group efficacy on ITIL implementation benefits.	Inf. Syst. E Bus. Manag.	2015	DBLP DOI BibTeX RDF
21	Lohana Lema, José Antonio Calvo-Manzano, Ricardo Colomo Palacios, Magdalena Arcilla	ITIL in small to medium-sized enterprises software companies: towards an implementation sequence.	J. Softw. Evol. Process.	2015	DBLP DOI BibTeX RDF
21	Michel Picard, Alain Renault, Béatrix Barafort	A Maturity Model for ISO/IEC 20000-1 Based on the TIPA for ITIL Process Capability Assessment Model.	EuroSPI	2015	DBLP DOI BibTeX RDF
21	Joshua Lawrence	How We Deliver Our Desktop Support Services to Washington University in St. Louis the ITIL Way.	SIGUCCS	2015	DBLP DOI BibTeX RDF
21	Marta Duarte de Barros, Carlos Alberto Leite Salles, Carlos Francisco Simões Gomes, Rafaela Alexandre da Silva, Helder Gomes Costa	Mapping of the Scientific Production on the ITIL Application Published in the National and International Literature.	ITQM	2015	DBLP DOI BibTeX RDF
21	Bertrand Verlaine, Ivan Jureta, Stéphane Faulkner	Towards the Alignment of a Detailed Service-Oriented Design and Development Methodology with ITIL v. 3.	IESS	2015	DBLP DOI BibTeX RDF
21	Lukas Kralik, Roman Senkerik, Roman Jasek	Proposal Of Evaluation Criteria For Free And Open Source Tools For Modelling And Support Of IT Service Management According To ITIL.	ECMS	2015	DBLP DOI BibTeX RDF
21	Alain Renault, Stéphane Cortina, Béatrix Barafort	Towards a Maturity Model for ISO/IEC 20000-1 Based on the TIPA for ITIL Process Capability Assessment Model.	SPICE	2015	DBLP DOI BibTeX RDF