VIEIRA VITORIANO, Maria Albeti; SOUZA NETO, João. Information technology service management processes maturity in the Brazilian Federal direct administration. Journal of Information Systems and Technology Management, [S. l.], v. 12, n. 3, p. 663–686, 2015. DOI: 10.4301/S1807-17752015000300009. Disponível em: https://jistem.tecsi.org/index.php/jistem/article/view/10.4301%252FS1807-17752015000300009. Acesso em: 28 aug. 2025.