JÄNTTI, Marko; CATER-STEEL, Aileen. 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://jistem.tecsi.org/index.php/jistem/article/view/10.4301%25S1807-17752017000200004. Acesso em: 15 aug. 2025.