An integration model for organizing IT service management. - John Black; Christine Draper; Tom Lococo; Fouad Matar; Christopher Ward (IBM Syst. J., 2007)

ERMIS: Designing, developing, and delivering a remote managed infrastructure services solution. - Mahesh Viswanathan 002; Hidayatullah Shaikh; Anca Sailer; Yang Song 008; Xing Fang; Yu Hui Wu; Zhi Le Zou; Kishore P. Reddy; Abhijit Deshmukh; Manish Gupta 007; Bharat Krishnamurthy; Manish Sethi; et al. (IBM J. Res. Dev., 2009)