Proactive Management of IT Operations to Improve IT Services. Journal of Information Systems and Technology Management, [S. l.], v. 14, n. 2, p. 191–218, 2017. DOI: 10.4301/s1807-17752017000200004. Disponível em: https://revistas.usp.br/jistem/article/view/138240.. Acesso em: 1 may. 2024.